Radisson Hotel Group 2019 Americas Business Conference Highlights

AMERICAS BUSINESS CONFERENCE

2019 HIGHLIGHTS

CONTENTS

INSIDE SCOOP

2019 AMERICAS BUSINESS CONFERENCE HIGHLIGHTS

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11 Americas Operations DELIVERING VALUE New processes enhance performance

12 01 Letter from the President YEAR OF SUCCESS A message from Ken Greene

04 Top Awards BEST OF THE BEST Recognizing top award winners

06 President’s and Be Our Guest Awards HONOR ROLL Celebrating 2018’s hotel heroes

08 Global Company Update UNLEASHING POTENTIAL New opportunities under new ownership

10 Americas Business Update KEEPING OUR PROMISE Momentum across the Americas increases

Commercial Strategy DRIVING REVENUE Four key areas for the Commercial team

13 Information Technology COMING TO LIFE Attendees meet EMMA for the first time

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PREFERRED VENDOR PROGRAM Discover companies that can help your new build or renovation project design and procurement.

CLICK HERE TO LEARN MORE

REDIRECTED CALL PROGRAM (RCP) Transfer reservation calls to RCP to maximize revenue and increase guest satisfaction.

CLICK HERE TO LEARN MORE

Brand Value Proposition ELEVATING THE BRANDS All-brands meeting provides holistic view

22 Conference Training BUSINESS SCHOLARS Radisson Academy educational sessions

RENOVATION LOAN PROGRAM Qualified hotels and owners can take advantage of partial financing for select projects.

CLICK HERE TO LEARN MORE

plus photos, videos & more CONFERENCE SNAPSHOTS Find your favorite conference moments in our Conference Snapshots and video links throughout the magazine.

ROCS: REVENUE OPTIMIZATION CONSULTING SERVICES Optimize revenue with the new multitiered consulting program.

CLICK HERE TO LEARN MORE

YEAR OF SUCCESS

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CLICK HERE TO PLAY THE CONFERENCE HIGHLIGHTS VIDEO

THE POWER OF YES! The Our Difference is Yes! theme of the 2019 Radisson Hotel Group Americas Business Conference reflects how the company is unique. Attendees rallied behind the conference’s calls to action: Yes I Can! Yes You Can! and Yes We Can!

he pride I feel for what we accomplished with you over the last year cannot be measured. This feeling only intensified as we gathered this year for our annual Americas Business Conference in Miami Beach.

I know that as we continue on the path to fully realizing our five-year strategic plan, Destination 2022, we will continue to achieve even greater success. We have the momentum and the desire for change.

Why? Because Our Difference Is Yes! Thank you to everyone who attended and to all who leveraged the power of Yes! during the past 12 months.

Acting on this mindset will continue our growth.

Last year was a time for fulfilling our promises to you. We said Yes I Can! to make good on these ambitious pledges, and we’re continuing our work to make a difference for you—our owners, operators, and hotel leaders.

The first phase of our plan required us to put these processes in place to prepare us for the evolution ahead. Now is the time to turn our attention to the second phase: concentrating on exponential growth.

And much of this depends on you.

Every minute of every day, you have the opportunity to say Yes! Each of these many moments add up, and they will positively impact your entire operation—or even a guest’s or employee’s entire experience with Radisson Hotel Group.

We’ve designed all of our new tools and technologies to enable you to market and run your hotels more effectively. And to you we say Yes You Can! You’ll see this focus reflected in the content of this digital magazine of conference highlights, which includes links to additional conference-related resources to improve your hotel business.

But you’ll also see this approach continue in the years ahead. We remain dedicated to supporting you. Collectively, we could not have come as far as we have if it weren’t for all of your hard work. Even better things are to come, and I know that Yes We Can! do it.

Here’s to another year of progress—I’m looking forward to sharing more success with you throughout the year and celebrating new milestones at our 2020 conference in Las Vegas!

Ken Greene President, Americas, Radisson Hotel Group

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SNAPSHOT ATTENDEES MADE THE MOST OF THE FIRST DAYS—NETWORKING, TOURING NEW ROOM MODELS AND CELEBRATING AWARD WINNERS

BEST OF THE BEST

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uring a high-energy opening night party, Radisson Hotel Group proudly recognized 2018’s top award-winning hotels, leaders and team members for exemplary performance.

This group truly knows the power of yes, as winners showed how they made a difference by embracing the spirit of Yes I Can!, Yes You Can! and Yes We Can!

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The event included new award categories for the company’s overall highest performers, including an overall Radisson Hotel Group Hotel of the Year, won by the Radisson RED Campinas.

These winners are essential to the company’s goal of making Every Moment Matter for guests and team members and are an inspiration to the organization.

RADISSON SALES TEAM OF THE YEAR Radisson Poliforum Plaza Hotel Leon RADISSON YES I CAN! AWARD Radisson Hotel Colorado Springs Airport RESP0NSIBLE BUSINESS AWARD Radisson Fort George Hotel & Marina, Belize CELEBRATING 30 YEARS IN LATIN AMERICA Special Guest, Rogelio Mundo EMPLOYEES OF THE YEAR Samir Patel, Front Office Manager, Country Inn & Suites by Radisson, Savannah Midtown, GA Heather Muntean, Bartender, Park Inn by Radisson Sharon, PA Angelina DeTapia, Housekeeping Supervisor, Radisson RED Minneapolis Downtown Suzie Fowler, Server, Radisson Hotel Corning Ryan Scanlon, Accounting Clerk, Radisson Blu Mall of America NEW HOTELS OF THE YEAR Country Inn & Suites by Radisson, Ft. Atkinson, WI Park Inn by Radisson Mazatlan Radisson RED Portland Downtown Radisson Kingswood Hotel & Suites, Fredericton, NB GENERAL MANAGERS OF THE YEAR Melizza Inocencio, Country Inn & Suites by Radisson, Portland International Airport, OR Denilson Althmann, Park Inn by Radisson Santos Sylwia Oak, Radisson RED Minneapolis Downtown Alfredo Mendoza, Radisson Hotel Yuma, AZ James Marino, Radisson Blu Aqua Hotel, Chicago HOTELS OF THE YEAR Country Inn & Suites by Radisson, Charlottesville-UVA, VA Park Inn by Radisson Tacna Radisson RED Campinas Radisson Poliforum Plaza Hotel Leon Radisson Blu Belo Horizonte Savassi RADISSON HOTEL GROUP OVERALL AWARDS Radisson Rewards Highest Enroller, Radisson Blu Mall of America Most Improved NPS, Country Inn & Suites by Radisson, Tallahassee Northwest 1-10, FL Most Improved RGI, Country Inn & Suites by Radisson, Rochester-Pittsford/Brighton, NY Hotel of the Year, Radisson RED Campinas

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HONOR ROLL

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rom Radisson Hotel Group’s President’s Award honorees to the company’s leading Net Promoter Score performers, the 2018 award winners represent the best of the organization’s portfolio and valued suppliers.

The amazing work of each and every one of these dedicated individuals and companies deserves to be recognized, as it paves the way for even greater success in the future.

Each year, the Radisson Hotel Group’s conference awards night provides the opportunity to honor these winners and thank them for the example they set daily. These honorees serve as ideal representatives of the vision the company aspires to.

SUPPLIERS OF THE YEAR Representative of the Year Lisa Turner, Turner Hospitality Small Business Partner Source1 Purchasing Responsible Business Polypak Supplier of the Year HD Supply NET PROMOTER SCORE AWARDS Country Inn & Suites by Radisson, Lewisburg, PA Park Inn by Radisson Santos Radisson RED Campinas Radisson Hotel Aracaju Radisson Blu Belo Horizonte, Savassi BE OUR GUEST AWARD WINNERS Country Inn & Suites by Radisson, Anaheim, CA Country Inn & Suites by Radisson, Asheville Westgate, NC Country Inn & Suites by Radisson, Ashland-Hanover, VA Country Inn & Suites by Radisson, Baxter, MN Country Inn & Suites by Radisson, Bloomington at Mall of America, MN Country Inn & Suites by Radisson, Bountiful, UT Country Inn & Suites by Radisson, Cedar Falls, IA Country Inn & Suites by Radisson, Charlottesville-UVA, VA Country Inn & Suites by Radisson, Chippewa Falls, WI Country Inn & Suites by Radisson, Cookeville, TN Country Inn & Suites by Radisson, Covington, LA Country Inn & Suites by Radisson, Decorah, IA Country Inn & Suites by Radisson, Duluth North, MN Country Inn & Suites by Radisson, Fairborn South, OH Country Inn & Suites by Radisson, Freeport, IL Country Inn & Suites by Radisson, Galena, IL Country Inn & Suites by Radisson, Grand Rapids East, MI Country Inn & Suites by Radisson, Houghton, MI Country Inn & Suites by Radisson, Lewisburg, PA

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Country Inn & Suites by Radisson, Lexington Park (Patuxent River Naval Air Station), MD Country Inn & Suites by Radisson, Madison West, WI Country Inn & Suites by Radisson, Milwaukee West (Brookfield), WI Country Inn & Suites by Radisson, Niagara Falls, ON Country Inn & Suites by Radisson, Platteville, WI Country Inn & Suites by Radisson, Princeton, WV Country Inn & Suites by Radisson, Prineville, OR Country Inn & Suites by Radisson, Roanoke, VA Country Inn & Suites by Radisson, Seattle-Tacoma International Airport, WA Country Inn & Suites by Radisson, Springfield, OH Country Inn & Suites by Radisson, St. Charles, MO Country Inn & Suites by Radisson, Winchester, VA Country Inn & Suites by Radisson, Wytheville, VA PRESIDENT’S AWARD WINNERS Country Inn & Suites by Radisson, Albert Lea, MN Country Inn & Suites by Radisson, Albertville, MN Country Inn & Suites by Radisson, Anaheim, CA Country Inn & Suites by Radisson, Asheville Downtown Tunnel Road (Biltmore Estate), NC Country Inn & Suites by Radisson, Asheville Westgate, NC Country Inn & Suites by Radisson, Ashland - Hanover, VA Country Inn & Suites by Radisson, Baxter, MN Country Inn & Suites by Radisson, Bloomington at Mall of America, MN Country Inn & Suites by Radisson, Bountiful, UT Country Inn & Suites by Radisson, Burlington (Elon), NC Country Inn & Suites by Radisson, Cedar Falls, IA Country Inn & Suites by Radisson, Charlottesville-UVA, VA Country Inn & Suites by Radisson, Chippewa Falls, WI Country Inn & Suites by Radisson, Columbia, MO Country Inn & Suites by Radisson, Cookeville, TN Country Inn & Suites by Radisson, Covington, LA Country Inn & Suites by Radisson, Decorah, IA Country Inn & Suites by Radisson, Dover, OH Country Inn & Suites by Radisson, Duluth North, MN Country Inn & Suites by Radisson, Fairborn South, OH Country Inn & Suites by Radisson, Fond du Lac, WI Country Inn & Suites by Radisson, Freeport, IL Country Inn & Suites by Radisson, Galena, IL Country Inn & Suites by Radisson, Grand Rapids East, MI Country Inn & Suites by Radisson, Green Bay North, WI Country Inn & Suites by Radisson, Harrisonburg, VA Country Inn & Suites by Radisson, Houghton, MI Country Inn & Suites by Radisson, Indianola, IA Country Inn & Suites by Radisson, Lewisburg, PA Country Inn & Suites by Radisson, Lexington Park (Patuxent River Naval Air Station), MD Country Inn & Suites by Radisson, Madison West, WI

Country Inn & Suites by Radisson, Marion, IL Country Inn & Suites by Radisson, Marquette, MI Country Inn & Suites by Radisson, Milwaukee West (Brookfield), WI Country Inn & Suites by Radisson, Niagara Falls, ON Country Inn & Suites by Radisson, Owatonna, MN Country Inn & Suites by Radisson, Platteville, WI Country Inn & Suites by Radisson, Portland International Airport, OR Country Inn & Suites by Radisson, Princeton, WV Country Inn & Suites by Radisson, Prineville, OR Country Inn & Suites by Radisson, Roanoke, VA Country Inn & Suites by Radisson, Romeoville, IL Country Inn & Suites by Radisson, Roseville, MN Country Inn & Suites by Radisson, Schaumburg, IL Country Inn & Suites by Radisson, Seattle-Tacoma International Airport, WA Country Inn & Suites by Radisson, Shoreview, MN Country Inn & Suites by Radisson, Smithfield-Selma, NC Country Inn & Suites by Radisson, Springfield, OH Country Inn & Suites by Radisson, St. Charles, MO Country Inn & Suites by Radisson, St. Cloud West, MN Country Inn & Suites by Radisson, State College (Penn State Area), PA Country Inn & Suites by Radisson, Winchester, VA Country Inn & Suites by Radisson, Wytheville, VA Park Inn by Radisson Diamond Barranquilla Park Inn by Radisson Santos Park Inn by Radisson Tacna Radisson RED Campinas Radisson RED Minneapolis Downtown Radisson Admiral Hotel Toronto-Harbourfront Radisson ar Hotel Bogota Radisson Cartagena Ocean Pavillion Hotel Radisson Hotel Branson Radisson Hotel Colorado Springs Airport Radisson Hotel Curitiba Radisson Hotel Decapolis Miraflores Radisson Hotel El Paso Airport Radisson Hotel Portland Airport Radisson Hotel Santa Maria Radisson Hotel Santo Domingo Radisson Hotel Yuma Radisson Plaza Hotel at Kalamazoo Center Radisson Poliforum Plaza Hotel Leon Radisson Summit Resort & Golf Panama Radisson Blu Aqua Hotel, Chicago Radisson Blu Belo Horizonte, Savassi Radisson Blu Mall of America Radisson Blu São Paulo

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UNLEASHING POTENTIAL NEW OPPORTUNITIES UNDER NEW OWNERSHIP

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n 2018, Radisson Hotel Group’s progress along its five-year strategic plan led to another milestone in the company’s evolution with the acquisition by a consortium led by Jin Jiang International.

This was one of the key messages that John M. Kidd, President, CEO and Chief Operating Officer of Radisson Hospitality, Inc., delivered to attendees of the 2019 Radisson Hotel Group Americas Business Conference.

Over the last year, Radisson Hotel Group’s success made the company an extremely attractive acquisition target after two years under the umbrella of the HNA Tourism Group. As a result, the consortium led by Jin Jiang International purchased Radisson Hotel Group from HNA in November 2018.

“It’s an opportunity to elevate the Radisson Hotel Group to a new level of strength as a global leader in the hospitality industry,” Kidd said.

ABOUT JIN JIANG With deep roots in the hospitality industry, Jin Jiang shares Radisson Hotel Group’s vision to be the company of choice for guests, owners and talent.

Jin Jiang Hotels owns, operates and manages around 6,200 hotels under its own brands in China. Jin Jiang is best known outside of China for the management company Louvre Hotels Group. Jin Jiang also owns

08 • R A D I SSON HOT E L GR O U P

the Plateno Hotel Group and the Vienna Hotel Group.

With its high-quality brands, Jin Jiang is seen as the employer of choice for those seeking to enter the hospitality industry in China.

Businesses that reside within Jin Jiang International’s overall organizational structure include not just hotels, but also passenger transportation and logistics, catering, and travel agencies.

ONGOING SUPPORT Jin Jiang has confidence in Radisson Hotel Group’s five-year plan, the execution of which remains the primary focus, Kidd said.

“Like any good owner, they have offered ideas for new opportunities for the company, primarily centered around leveraging synergies across their portfolio of management companies to unleash the potential that we bring to the table,” he added.

Radisson Hotel Group’s executive leadership team has already started discussing opportunities to leverage synergies through the new ownership network.

CONTINUED FOCUS While helpful, size and scale don’t automatically vault a hospitality company to best-in class, Kidd noted.

“That takes hard work, which is why Radisson Hotel Group’s five-year strategic plan remains in place as our company’s global roadmap.”

JOHN M. KIDD President, CEO and Chief Operating Officer, Radisson Hospitality, Inc.

COLLABORATING TO ENSURE GLOBAL SUCCESS During the 2019 Radisson Hotel Group Americas Business Conference, Federico González, President & CEO, Radisson Hospitality AB, and Chairman of Radisson Hotel Group’s Global Steering Committee, shared an update on the company’s global collaboration.

Appearing via video, González said that by working closely together, the Global Steering Committee has dedicated itself to ensuring that all theaters of Radisson Hotel Group—Americas, Asia Pacific, and Europe, the Middle East, and Africa—share a future that is not only bright but also sustainable for consumers, owners and employees.

FOCUSED VISION “You may recall that, last year, we shared our common vision, beliefs and behaviors that we were committed to,” said González, referring to his address at last year’s conference in Orlando. “And, hopefully, you have seen these behaviors, these beliefs and the vision coming to life every day.”

EXCITING GROWTH González also shared a noteworthy number of global signings across the brand portfolio. “We had significant results across all geographies, including the Americas, Asia Pacific, and Europe, the Middle East and Africa.

Our targets and the number of signings are well ahead of expectations.”

One significant accomplishment: Radisson Hotel Group has signed more than 24 Radisson Collection properties in locations that include Copenhagen, London, Milan, Moscow, Paris, Rome and Stockholm.

GLOBAL PROGRESS Globally, IT and Commercial initiatives have all experienced outstanding advancements in the past 12 months, he added.

“Overall, we are making great strides towards our vision, demonstrating that the Global Steering Committee is helping Radisson Hotel Group to move in the right direction,” González said.

INDUSTRY LEADER Jin Jiang is a leading international travel and hospitality company.

The size and scope of Jin Jiang, along with the record number of Chinese consumers traveling abroad, provides Radisson Hotel Group with a number of new opportunities for future growth. Jin Jiang, along with its subsidiaries, including Radisson Hotel Group, is the world’s second-largest hotel company. Jin Jiang also owns companies in transportation, catering and travel.

*In Operation and Under Development

2nd Largest Hotel Company

+150M Loyalty Members

+1.3M* Rooms

+12,000* Hotels

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KEN GREENE President, Americas, Radisson Hotel Group

KEEPING OUR PROMISE MOMENTUM ACROSS THE AMERICAS INCREASES

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AMERICAS BRAND DEVELOPMENT Within the individual brands, Country Inn & Suites by Radisson has continued its strong growth momentum, Greene said, while the new brand prototype for Park Inn by Radisson has fueled further developer interest in the Americas.

Last year saw the opening of the third Radisson RED in the Americas, the Radisson RED Portland Downtown. Radisson RED has two hotels set to open in Miami, along with the Radisson RED Miraflores in Peru, as well as a signing in Plano, Texas, near Dallas.

For Radisson, highlights included the continued development momentum, including the much-anticipated Radisson Hotel New York City – Manhattan Times Square set to open later in 2019.

“We’re continuing our two-pronged strategy of cleaning up the brand portfolio by parting ways with low-quality hotels and improving the Radisson properties that remain,” Greene said.

Greene also added that the focus for Radisson Blu continues to be on expanding the brand in key gateway cities, with efforts to establish Radisson Blu hotels in at least 25 major markets.

“Our pledge to empower owners and operators to improve their hotel performance stands,” concluded Greene. “We want hotels to be able to maximize the benefits. And we’re here to help you do just that.”

n just one short year, it’s really an entirely new company.”

This quote from Ken Greene, President, Americas, Radisson Hotel Group, during his 2019 Americas Business Conference presentation succinctly encapsulates the progress and milestones achieved since the 2018 conference.

The five-year strategic plan, Destination 2022, introduced in the prior year, included a number of programs and investments that the company delivered on in 2018 and early 2019.

“Last year, I stood on this stage and said we promised to honor these commitments,” Greene said. “This year, I’m proud to stand before you and say, “Yes, we did!”

SIGNINGS AND CONVERSION HIGHLIGHTS MEETING EMMA Special development announcements at conference One of the most important technology initiatives was EMMA. “She will be bringing you new ways to personalize guest service to help you deliver Memorable Moments at your properties,” Greene told attendees. “EMMA will be integrated with every Conversion Conversion New Signing aspect and function of our business.” (For more detail Radisson Blu Admiral Hotel Radisson Blu North Little Rock, AR Toronto-Harbourfront Hotel Fargo and updates on EMMA, see “Coming to Life,” page 13.)

Greene also explained how the company was investing in a variety of additional tools. Top on the list were initiatives such as Conversion RadissonHotels.com and ROCS. New programs also included the Radisson Blu Grenada multi-million dollar investment in the Radisson Rewards loyalty Beach Resort New Signing program and a refreshed Yes I Can! global service program.

New Signing Radisson RED San Francisco Airport

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Radisson Plaza Hotel Del Bosque

DELIVERING VALUE NEW PROCESSES AND RESOURCES ENHANCE PERFORMANCE

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he first year of Radisson Hotel Group’s five-year path toward Destination 2022 was a success in the eyes of Aly El-Bassuni, Senior Vice President, Franchise Operations, Americas, Radisson Hotel Group.

In his presentation in the General Session, El-Bassuni described how the journey started with the company’s ownercentric mindset and extended to increased engagement around a host of new processes, tools and resources.

2018 PERFORMANCE In the Americas, Radisson Hotel Group more than doubled year-end comparable RevPAR growth from the prior year and is now in line with the competitive set, El-Bassuni said.

“This is a critically important and positive trend.”

CLICK HERE TO PLAY THE REGIONAL MEETINGS VIDEO

As a ratio to room nights sold or gross room revenue, Americas system contribution is headed in the right direction, growing at a rate of 2.3% and 1.6% respectively.

Radisson Hotel Group also implemented a new Quality Performance Review (QPR) process in 2018 and conducted at least one QPR for every hotel, creating a new baseline for quality performance.

NEW RESOURCES The early 2018 launch of Community by Radisson Hotel Group gave owners and operators a better way to track performance numbers. Community streamlines communication between the Operations team and prospective developers, new properties and existing hotels.

El-Bassuni also emphasized that the commitment to adding value to each hotel’s business was driven by proactively gathering owner and operator feedback.

The 2018 Regional Meetings were a key part of that. “They gave us the opportunity to listen, learn and communicate with properties, while sharing the excitement around the new global Yes I Can! program,” he explained. “And I’m happy to announce that we will be continuing the Regional Meetings in 2019.”

In addition to the Regional Meetings, the company also took a test-and-learn approach through a series of site visits and pilots to confirm that tactics of the strategic plan were serving individual hotels. As the company continues to improve the guest experience, Radisson Hotel Group announced in January many new guest touch points for all brands, which included the introduction of Brilliant Basics. (For more on the brands value proposition, see “Elevating the Brands,” pages 14 - 15.)

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WE ARE OFF TO A FANTASTIC START, AND WE ARE ON THE RIGHT TRAJECTORY.

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2019 AND BEYOND Going forward, Radisson Hotel Group will continue to focus on growth through retention and quality hotel additions, improving the overall system quality through objective measurement, continuing the evolution of the brands, and optimizing performance to gain market share and grow system contribution, El-Bassuni said.

It all points to another year of potential, he added. “We are off to a fantastic start, and we are on the right trajectory.”

ALY EL-BASSUNI Senior Vice President, Franchise Operations, Americas, Radisson Hotel Group

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ERIC DE NEEF Executive Vice President and Global Chief Commercial Officer, Radisson Hotel Group

DRIVING REVENUE FOUR KEY AREAS FOR THE COMMERCIAL TEAM

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he Global Commercial strategy that Radisson Hotel Group introduced in 2018 is on track and ongoing, said Eric De Neef, Executive Vice President and Global Chief Commercial Officer, Radisson Hotel Group, during his conference message.

“Overall, our goal is that everything we create, define or implement must bring more customers to your properties,” De Neef told attendees. “And that those customers will spend more during their stays and cost less for you to acquire.”

“The strategy was paramount last year, and it still is,” De Neef said.

FOCUS AHEAD Going forward, the company’s Commercial focus is on four key areas in 2019: Radisson Rewards, RadissonHotels.com, Sales & Distribution, and Revenue Management.

Last year’s investments in Radisson Rewards included $1.3 million to drive enrollments and another $8.1 million toward waving the first stay fee.

“Our goal was a 3.6 enrollment average, per hotel, per day,” De Neef said. “Americas hotels averaged two enrollments per day.

We took a step forward, but we’re not quite where we need to be, and we need to continue driving enrollments.”

Radisson Hotel Group is reinforcing the program by maximizing the revenue potential of Radisson Reward for Business with the Small & Medium Enterprise and Preferred Corporate Rate program. Also, the Take-off with Radisson Rewards initiative will extend airline redemption offerings to more than 35 airlines, and the company is re-introducing the VIP Gifted Status program.

NEW WEB PLATFORM Launching in June, the new web platform, RadissonHotels.com will offer guests a

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new multi-brand platform of seven brands and 1,400 hotels. It is a new, built-fromscratch, user-friendly website, with an enhanced mobile experience. The new site will feature an easy three-step booking journey, as well as a personalized member journey and a new content management system and digital asset management.

“While it’s a game-changer, we recognize that direct channels alone are not sufficient to meet our revenue goals,” De Neef said.

As a result, Radisson Hotel Group is implementing a new indirect channel strategy to load hotel product on more partner platforms, broaden demand with regional partners and optimize rates based on demand.

The final focus is the ongoing evolution of Revenue Management. This includes redefining the channel and segmentation strategy to maximize total revenue and redefining the existing support structure and pricing strategy.

AMERICAS UPDATE With STR forecasting 2019 U.S. occupancy to be flat, Americas’ Commercial teams are keeping up the momentum, said Kristen Richter, newly appointed Senior Vice President and Chief Commercial Officer, Americas, Radisson Hotel Group. “Continued success will be a team effort, and we need your engagement,” she told attendees.

Participating in brand promotions and using tools like IDeaS G3 helps hotels achieve more fruitful results.

“Say ‘Yes!’ to engaging with the tools, programs and partnerships that the Commercial Organization creates.

We’re working to drive more revenue to your hotels throughout 2019.”

COMING TO LIFE ATTENDEES MEET EMMA FOR THE FIRST TIME

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n his general session address, Kevin Carl, Executive Vice President and Global Chief Information Officer, Radisson Hotel Group, wowed attendees with one of Radisson Hotel Group’s most-anticipated program launches—EMMA. Carl shared updates on the rollout as well as new details on the many core functions that EMMA touches.

“Last year, I first shared the concept of EMMA and received your support that ‘Yes We Can’ transform our business,” he said. “And now, I am proud to say, ‘Yes We Did’.”

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WE WILL OWN THE DEVELOPMENT AND DELIVERY OF EMMA TECHNOLOGY.

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CUSTOM SOLUTION One of the biggest advantages of EMMA is that Radisson Hotel Group is taking control of its own destiny, Carl said. “We will own the development and delivery of EMMA technology.

Our teams will be able to create updates that are custom to Radisson Hotel Group and deliver them on our own timeline.”

EMMA will provide properties a 360-degree customer view with easy access to real-time data. EMMA will improve opportunities to deliver a better guest experience on property by providing details about each guest’s interests, giving hotels the ability to drive incremental revenue through personalized upsell opportunities. Finally, EMMA enhances the company’s ability to create targeted marketing campaigns, such as an email offer on a future stay.

GOING FORWARD Radisson Hotel Group has already implemented a secure, highavailability connection called EMMAConnect with hotels across the Americas and will soon begin pilot testing EMMA. “The project team will make refinements from the pilot and then begin to aggressively roll out EMMA at the end of this year,” Carl said.

Over time, EMMA will be updated in a multitude of ways. “We are giving her the capability to grow so that she can adapt to our needs as we grow,” Carl said.

But the innovation doesn’t stop with EMMA. Carl shared details about two new programs: the Preferred Technology Vendor Program and RadissonLabs. For the vendor program, supplier partners will better understand hotel needs, provide EMMA-certified offerings and be able to offer discounts compared with standard pricing. RadissonLabs will serve as a technological incubator, creating a pipeline of new innovations.

“You can see that we have been working at an extremely accelerated pace on a wide range of initiatives to benefit hotels,” Carl said. “Stay tuned for exciting new announcements to come.”

CLICK HERE TO PLAY THE EMMA VIDEO

KEVIN CARL Executive Vice President and Global Chief Information Officer, Radisson Hotel Group

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ALY EL-BASSUNI Senior Vice President, Franchise Operations, Americas, Radisson Hotel Group

CLICK HERE TO PLAY THE BRAND VIDEO

ELEVATING THE BRANDS ALL-BRANDS MEETING PROVIDES HOLISTIC VIEW

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eaturing an all-new approach in response to 2018 conference feedback, the 2019 Radisson Hotel Group Americas Business Conference offered audiences the first All-Brands meeting, uniting attendees to hear progress across all of the company’s brands.

Hosted by Aly El-Bassuni, Senior Vice President, Franchise Operations, Americas, Radisson Hotel Group, the session included Americas leadership discussing their areas of expertise.

Leaders of the Americas Operations team shared their achievements from the last year and what’s new in each stage of the Owner Lifecycle Model. The Managed Hotels team shared its growth story and the services it offers. Marketing discussed its renewed focus on all stages of the customer journey, while Sales, Revenue Optimization, and Global Procurement offered their own updates. (For more detail on updates from individual focus areas, see pages 16 - 19.)

BRAND VALUE PROPOSITION In his message, El-Bassuni focused on the value proposition for Radisson Hotel Group’s umbrella and individual hotel brands.

At the core of Destination 2022 is the strengthening of the brands to deliver a world-class guest experience, he noted.

Radisson Hotel Group enjoys an enviable position compared with many competitors: each brand lives in its own segment and a continuum of offerings is available to consumers. Additionally, for owners, this means Radisson Hotel Group’s brands aren’t directly competing with each other in local markets.

BRAND EVOLUTION For now, the focus in the Americas is the five go-to-market brands: Radisson Blu, Radisson, Radisson RED, Park Inn by Radisson, and Country Inn & Suites by Radisson.

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The evolution of these brands began last year with the transformation of the identity of Radisson Hotel Group, along with well as updates that span all of the hotel brands.

El-Bassuni detailed the ongoing initiatives driven by the Destination 2022 five-year strategic plan, beginning with enhanced guest experience touchpoints for all brands supported by a revitalized foundation of the Yes, I Can! service culture.

“As we talk about the touchpoints that our service culture supports, key enhancements included the sleep experience, everyday operating needs, a new amenity line and FF&E,” El-Bassuni said of the phase, which included the introduction of Brilliant Basics.

As the final phase of repositioning takes place, the evolution of the product offering will include new prototypes, designs, and capital investment upon replacement need that are needed to position Radisson Hotel Group to compete globally.

FUTURE FOCUSED El-Bassuni shared several additional initiatives in the pipeline.

The first is the introduction of the Radisson Collection and Park Plaza brands to the Americas.

“In addition, we will be providing additional resources that add value to the safety and security of employees and guests, and we’ll be continuing to weave in Responsible Business best practices into the fabric of our operating philosophy,” he said.

There are also initiatives to support Radisson Meetings as well as new Food & Beverage experiences.

“The early results of our first year together have been terrific,” El-Bassuni concluded. “Our momentum as an organization is stronger than it’s ever been. I’m excited to see where this drive and devotion takes us in 2019 and beyond.”

COUNTRY INN & SUITES BY RADISSON With Country Inn & Suites by Radisson, the focus remains on accelerating the transformation to Gen4.

Along the way, the brand may expand the program to include additional color and material options.

Progress on the Gen4 transformation has been impressive. Year one of the five-year plan called for 30 hotels to make the transition, and as of earlier this year, 140 hotels have already made the Gen4 transformation.

PARK INN BY RADISSON The upper-midscale, select-service Park Inn by Radisson presents great potential and possibilities.

With more than 150 hotels in operation globally, Park Inn by Radisson is just getting started in the Americas.

Thirty-five hotels are in operation or under development, providing a solid foundation. In addition, Radisson Hotel Group will be working to refine a new Park Inn by Radisson room prototype revealed during conference.

RADISSON RED An upscale, select-service hotel brand, Radisson RED is geared toward vibrant urban locations and offers design with attitude. With 31 hotels in operation or under development globally, RED is poised to be one of Radisson Hotel Group’s fastest-growing brands in the Americas.

During the conference, the company unveiled a concept of the next generation guest room design for the Radisson RED brand in the Americas.

RADISSON True to its roots, Radisson is influenced by a Scandinavian approach to design, creating an experience for travelers who seek a positive and well-balanced environment.

The brand is embarking on historic change. Radisson Hotel Group is advancing the brand’s repositioning by deploying new room, corridor and public space packages.

Many hotels have already made significant investments in the renovation of key Radisson assets.

RADISSON BLU As the upper-upscale flagship, Radisson Blu underwent a visual identity change in 2018 and continues to lead the upper-upscale market.

The continued expansion into gateway cities in the Americas will provide a halo effect for all Radisson Hotel Group brands. As announced at conference, the company is working with key existing Radisson hotels to make the transition to Radisson Blu by the end of 2020.

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AMRITA MUKUNDAN Vice President, Openings and Hotel Integration, Americas, Radisson Hotel Group

SANJEEV RAUT Vice President, Quality Assurance & Franchise Services, Americas, Radisson Hotel Group

OPERATIONS UPDATE A YEAR OF PROGRESS SETS THE STAGE FOR 2019

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adisson Hotel Group’s continued owner-centric model facilitates greater engagement, so owners and operators have greater access to the resources and support available.

Michelle Masters, Regional Vice President, Franchise Operations, Americas, Radisson Hotel Group; Amrita Mukundan, Vice President, Openings and Hotel Integration, Americas, Radisson Hotel Group; and Sanjeev Raut, Vice President, Quality Assurance & Franchise Services, Americas, Radisson Hotel Group, shared details on the Operations team’s three primary focus areas: Engagement, Quality and Performance.

Engagement revolves around initiatives like the Regional Meetings in 2018, which included the new Yes, I Can! training sessions that encourage dialogue about owning and solving guest issues. Yes, I Can! trainings as well as Regional Meetings will be offered again in 2019. A variety of other new trainings are now offered as well.

Additionally, the group shared more details on the benefits of Community by Radisson Hotel Group, a scalable platform to engage with owners and operators at every stage of their hotel’s journey.

16 • R A D I SSON HOT E L GR O U P

Community will play an integral role in both quality and performance. Other efforts to drive quality across brands include the development and delivery of nearly 350 property improvement plans (PIPs) in 2018.

In another highlight, after conducting 732 Quality Performance Reviews (QPRs) in 2018, more than 75 percent of properties achieved an ‘Exceptional’ or ‘Commendable’ quality rating, the lowest failure rate in recent history. Hotels will see a new component to QPRs in 2019 with the addition of Global Review Index (GRI) scores and a new weighting system.

Guests’ opinions remain the benchmark to gauge improvement. ReviewPro serves as a hotel’s primary vehicle to collect and monitor guest feedback, capturing nearly 40,000 customer surveys per month and more than 40,000 third-party reviews.

Finally, the team shared their commitment to performance, including a partnership with the Revenue Optimization team to connect hotels to the IDeaS G3 platform. The attention to performance extended to new offerings relating to the new ROCS program and a number of other new initiatives.

MICHELLE MASTERS Regional Vice President, Franchise Operations, Americas, Radisson Hotel Group

MANAGED HOTELS Radisson Hotel Group’s managed hotels receive assistance with the day-to-day management of their asset, and the Managed Hotels group is always on-call to guide its properties in every area—Finance, Engineering, IT, Revenue Generation, Human Resources, and Safety and Security.

Elias Assaly, Vice President, Operations, Americas, Radisson Hotel Group, detailed how his team works with their existing managed portfolio, as well as the four new additions opening soon: the Radisson RED Miami Airport, the Radisson RED Plano, Texas, the Radisson RED Miami Brickell and the Radisson Blu Anaheim.

“The Managed Hotels team’s proven process and operational expertise deliver success through every segment of the owner lifecycle,” he said. “Not every project is necessarily a good fit as a managed hotel, but we customize our approach for each property.”

“We consistently communicate and work with our owners to improve the performance of their asset,” Assaly said.

The Managed Hotels team lives by three tenants: transparency, responsiveness and availability, Assaly said. “Each one of us on the Managed Hotels team embraces these every day.”

CATHERINE HIGGINS WHITESIDE Vice President, Marketing, Americas, Radisson Hotel Group

CLICK HERE TO PLAY THE ANIMATED VIDEO

BUILDING BRAND AWARENESS Country Inn & Suites by Radisson’s new TV and online videos target specific guest segments such as business travelers.

MARKETING SUCCESS DATA-TESTED PROCESSES AND PASSION DRIVE RESULTS

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he Marketing team’s ultimate focus is to drive choice, according to Catherine Higgins Whiteside, Vice President, Marketing, Americas, Radisson Hotel Group.

“We want consumers to choose your hotels, which of course increases demand,” Higgins Whiteside told attendees at Radisson Hotel Group’s 2019 Americas Business Conference.

Higgins Whiteside described how Marketing was achieving that along the four stages of the consumer decision cycle: dreaming, planning, booking and finally, retention and advocacy.

Consumer decision making starts with the dreaming stage, Higgins Whiteside explained. “Before consumers can choose us, they have to know we exist. When people start thinking of a trip, we want our brands to be the first thing that comes to mind.”

One way the team has worked to create awareness in the dreaming stage is by running campaigns on online channels such as YouTube as well as on cable television. For example, the team recently created animated video spots for Country Inn & Suites by Radisson that have already been shown or streamed almost 2 billion times.

Moving from the dreaming stage to planning, in part, requires pointing out what is special about each property, especially now that most research in the planning stage is done online. “We are working to make sure your hotels are tied to relevant destinations and points of interest both inside and outside of the brand website,” Higgins Whiteside said. For their part, hotels should ensure they stand out by investing in photos and 360-degree images for digital listings and highlighting local points of interest on their WebExtra sites.

Once guests have moved to the booking phase, Marketing’s focus shifts to removing any hurdles now that a consumer is ready to purchase. “One way we’ve done this is by making the online booking form simpler,” Higgins Whiteside said.

Finally, Marketing wants to make sure guests come back.

“That’s why the fourth phase, Retention and Advocacy, is critical,” she explained.

Two new initiatives have been launched to use email as a tool in developing a stronger relationship with non-member guests.

Marketing has created a non-member journey and examined the details of Radisson Hotel Group’s emails to improve performance, which has led to an additional 50,000 email opens each month.

The best way to drive future choice is to establish a strong, ongoing relationship between hotels and their guests, and that’s why it’s so important to enroll guests as Radisson Rewards members, Higgins Whiteside said.

The team is working passionately at every stage of the decision cycle to market the company’s hotels, she concluded. “Overall, our Marketing team is constantly trying to improve our results to drive your results.”

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ADRIAN OYEKANMI Senior Vice President, Global Strategic Sourcing, Radisson Hotel Group

RECORD SALES RAISING THE BAR FOR 2019

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fter a solid foundational year in 2018, Americas Sales & Distribution is positioned to drive record revenue in 2019. In his brand session presentation, Ross Hosking, Vice President, Sales & Distribution, Americas, Radisson Hotel Group, offered highlights of how his team would collaborate with hotels to achieve that goal.

In the area of corporate business, Radisson Hotel Group has launched a new Small & Medium Enterprise (SME) initiative which will help increase business from that segment.

Sales is also focused on the group market. Securing this business is largely predicated on the speed of answering the lead with a competitive quote, Hosking noted. Enabling Sales to offer group rates on a hotel’s behalf through the GB-9 program is one way to increase group bookings.

The Sports-Approved program and government program are both strong business drivers, Hosking added. “Our goal is to distinguish the Radisson Hotel Group as the most government compliant hotel company that is easy to work with and consistently delivers an outstanding experience.”

Plus, last year, Sales launched a partnership with Jacaruso Enterprises and 70 contracted hotels enjoyed $5.5 million in new, local business. The 2019 goal is to have 200 hotels signed up.

ROSS HOSKING Vice President, Sales & Distribution, Americas, Radisson Hotel Group

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SMART SHOPPING SOURCING HELPS HOTELS SAVE

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hen Radisson Hotel Group began its Destination 2022 journey last year, enhancing the procurement model was a key initiative.

Adrian Oyekanmi, Senior Vice President, Global Strategic Sourcing, Radisson Hotel Group, shared how the company is constantly working to minimize costs, maximize quality, lower the total cost of ownership and increase convenience for hotels.

“For owners considering a new-build or renovation, the Radisson and Country Inn & Suites By Radisson FF&E programs are some of the initiatives we are most proud of,” said Oyekanmi.

On a cost-per-key basis, sourcing efforts on the prototype has saved nearly 20 percent.

Brilliant Basics allows Global Procurement to source the same specifications for products across the globe, reducing overall costs.

And the SHOP program has grown from 50 enrolled hotels to more than 200. It provides one place to order the majority of the items needed to run a hotel at contracted prices.

Oyekanmi discussed a new program—One Stop Shop Solution. “We have established agreements with four preferred hospitality suppliers to let owners choose providers that are the best fit for their organization.”

MAXIMIZE REVENUE REVOPT SETS SIGHTS ON CONTINUED EVOLUTION

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he Revenue Optimization team is simplifying the brand standard rate structure, optimizing the performance of the IDeaS G3 system and supporting hotels with its enhanced RevOpt service program in 2019.

Today, there are more than 5,000 rate codes in the Americas’ central reservation system, said Kristen Richter, newly appointed Senior Vice President and Chief Commercial Officer, Americas, Radisson Hotel Group. “In 2019, we are simplifying what we sell, including our pricing structure and the menu of brand standard rates.”

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IN 2019 WE ARE SIMPLIFYING WHAT WE SELL.

KRISTEN RICHTER Senior Vice President and Chief Commercial Officer, Americas, Radisson Hotel Group

ENHANCING REVOPT SERVICE The new ROCS Revenue Optimization service program offers a bi-weekly service for hotels that see fewer dynamic market changes and a higher Weekly Plus service for hotels that need more forecasting and support.

CLICK HERE TO LEARN MORE

Optimizing the performance of the IDeaS G3 system will also support revenue growth. Currently, 531 properties are using the system. “Collectively, the properties on G3 for a full 12 months, and even part of 12 months, increased RevPAR and market share,” Richter said.

The team is also rolling out an enhanced service program—ROCS: Revenue Optimization Consulting Services. There will be two new service levels, Bi-Weekly and another called Weekly Plus with a higher level of service.

Hotels using the RevOpt service are seeing great results. “Quite simply, this program works,” Richter said. “Just ask any of the now 174 properties that are already participating.”

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SNAPSHOT CONFERENCE ATTENDEES HAD MANY OPPORTUNITIES TO ENGAGE AND LEARN THROUGHOUT THE EVENT

BUSINESS SCHOLARS RADISSON ACADEMY AND EDUCATIONAL SESSIONS

THE POWER OF YES!: HOW YES I CAN! CREATES CUSTOMERS FOR LIFE This session on the refreshed Yes, I Can! service program provided tips to revitalize the program within your hotels along with new ideas to empower teams. Attendees learned that by saying Yes! to making things happen, each of us can make a difference.

• Elevate your ability. Lead and empower your team to say Yes I Can! so they can create and deliver Memorable Moments.

• Learn and implement. Develop new ideas to harness the power of Yes and support the Yes, I Can! service culture.

FIRST AND MEMORABLE IMPRESSIONS: HOW TO MAXIMIZE YOUR FRONT DESK IMPACT This session demonstrated how to leverage practices to ensure guests come back and recommend a property.

• Prepare for success. Daily stand-ups are critical to align teams.

• Make a good first and final impression. Hire people with a service heart and a Yes, I Can! attitude. Leadership empowers, supports and holds everyone accountable.

• Look for revenue opportunities. Use RCP and upsell when it makes sense. Focus on enrolling Radisson Reward Members and converting OTA guests to loyal followers.

22 • RA D I SSON HOT E L GR O U P

SELLING IN A TECH DRIVEN ERA: FORMING PRODUCTIVE CUSTOMER RELATIONSHIPS IN A DIGITAL WORLD Sales leaders learned how to overcome the barriers of today’s technology, not only to increase sales connections but also to contribute to a positive guest experience in an age where face-to-face client interactions are decreasing.

• Connect with guests. Through smart engagement techniques, digital platforms and technology help to build relationships that create memorable stays.

• Implement fresh tactics. By doing so, salespeople can thrive in the changing world of hotel sales.

CLICK HERE TO LEARN MORE

COMMUNITY: MAKING IT EASY TO DO BUSINESS TOGETHER! This session shared details on Community by Radisson Hotel Group, the newest tool for properties to engage and communicate with key contacts at Radisson Hotel Group.

• Sign in and connect. Log in and confirm access to Community. Notify your Regional Director if assistance is needed.

• Check your info. Verify that the correct properties and key performance metrics are being populated in Community.

• Engage with Community. Use Community to prepare for and follow-up on site visits with your Regional Director, and communicate any feedback for future enhancements and development.

CLICK HERE TO LEARN MORE

IDEAS G3 – BEYOND THE BASICS: BECOME A G3 EXPERT AND DRIVE PROPERTY REVENUES HIGHER Maximizing revenues with IDeaS G3 depends on properly engaging with the system. Session attendees were guided by an IDeaS trainer, delving into advanced functionality.

• See the path ahead. Make sure the upgrade path is in line with hotel expectations.

• Audit overbooking. Review by room type set-up—don’t limit overbooking to the extent that it negatively impacts the forecast.

• Check your comp set data. Do you have the correct competitors set up?

CLICK HERE TO LEARN MORE

READY, SET, REVENUE!: ACTIONS YOU CAN TAKE TODAY TO RAISE REVENUES TO THE NEXT LEVEL Session attendees learned the most impactful actions to drive revenue higher and received a host of revenue-generation tips.

• Promote yourself. Know when you need a special offer, drive the narrative, be on all the right shelves and analyze the outcome.

• Consider parity. Make it a part of your revenue manager’s daily tasks, use OTA Insight reports and reach out to Revenue Optimization for help.

• Simplify. Review your rate structure and discard unneeded rates.

• Thank your loyal cheerleaders. Let G3 control inventory when needed.

• Use Expedia TravelAds and Accelerator. Utilize in targeted time periods.

CLICK HERE TO LEARN MORE

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BUSINESS SCHOLARS RADISSON ACADEMY AND EDUCATIONAL SESSIONS

SUSTAINABLE SAVINGS: IMPROVE YOUR BOTTOM LINE AND A PREVIEW OF NEW RESPONSIBLE BUSINESS TRAINING This training session helped attendees master Energy Star Portfolio Manager and offered a preview of the new global Leading Responsible Business training.

• Save energy. Reducing your energy consumption by 10% is the equivalent of increasing ADR from $0.6 to $1.3 on average.

• Save money. Energy Star Portfolio Manager helps you track and benchmark your utilities for free.

• Get educated. Take Responsible Business to another level by taking the Leading and Living RB Trainings on Radisson Academy Online.

(Living RB will be live as of May 2019.)

• Be the caring adult. Deliver a life-changing moment by sponsoring a child with SOS Children’s Villages.

CLICK HERE TO LEARN MORE

PROTECTING YOUR INVESTMENT: LODGING LEGAL COMPLIANCE FOR RISK MITIGATION Managing guest privacy, local law compliance, human trafficking prevention and incident responses are some of the areas of concern properties have today. This session provided recommendations for many of these issues that hotels may face.

• Take reasonable care. Hotels are not the insurers of guest safety, but must exercise reasonable care in decision making.

• Ask for ID. Never give out a room key without an ID. • Create awareness. Educate your team about human trafficking and train everyone in mitigation techniques.

CLICK HERE TO LEARN MORE

STR ACADEMY: USING HISTORICAL DATA TO SET FUTURE STRATEGY Working with STR reports, attendees were guided in how to extract actionable insights that grow market share and ensure that it continues.

• Plan ahead. Spend time with your strategy team reviewing Rank and Change Rank metrics.

• Review frequently. Implement monthly reviews of all data from your STAR report for future planning.

• Get the data. If you are not receiving segmentation data, start submitting it for no extra cost and immeasurable value.

CLICK HERE TO LEARN MORE

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MAKE A DIFFERENCE. SPONSOR A CHILD. As part of our partnership with SOS Children’s Villages, we are encouraging hotels to get involved.

CLICK HERE TO LEARN MORE

SALES UNIVERSITY CLASS ONE: DRIVING MORE BUSINESS THROUGH THE GSO Attendees of this Sales University session learned how to grow more business from GSO accounts.

• Make it easy on yourself. Ensure you are registered for and have set your parameters with the Radisson Groups Express program.

• Embrace local. Know, understand and participate in your local market. Schedule a meeting with Jacaruso Enterprises.

• Review your Cvent database. Many planners use the information listed within Cvent to make decisions on whether to source to your hotel or not.

CLICK HERE TO LEARN MORE

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SALES UNIVERSITY CLASS TWO: CREATING COMPETITIVE IMMUNITY IN THE GOVERNMENT MARKET This session provided details on the most recent trends related to government business as well as practical tips.

Capture government transient. To win more government transient business, participate in FedRooms and DoD Preferred.

Win more government groups. Register your hotel in the System for Award Management (SAM).

Sign up. Register your hotel with Small Business Administration (SBA).

Participate in the AAA Lodging Program. AAA is the universal rating system recognized by the U.S. Department of Defense.

CLICK HERE TO LEARN MORE

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SALES UNIVERSITY CLASS THREE: MAXIMIZING REVENUE WITH CLC – CORPORATE LODGING CONSULTANTS In this session, the Hotel Network team from CLC delivered comprehensive training on how to attract CLC business.

Stay on top of scores. Always be aware of your Check INN certified score to ensure visibility in CLC customer directories.

Set up direct billing. Use “submit partial billing” every 3-5 days for long-term guests. For faster payment, consider enrolling in Quick Pay. Educate yourself. Complete online training modules every six months and include this in your new hire training orientation check list.

Plan ahead. Set up daily, weekly and monthly CLC plans for your hotel.

CLICK HERE TO LEARN MORE

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SPONSORS THANK YOU TO OUR VALUABLE SPONSORS!

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