Issuu on Google+

The Rezidor Hotel Group Magazine

2011

HOTEL MISSONI

volume

hotline1

3

rd

opens in Kuwait

CLUB CARLSONSM launched

WORLD’S MOST ETHICaL COMPaNIES

Consecutive year of record

OPENINGS


Changing Stockholm and it’s

skyline

Discover our award winning hotels around the globe. Enjoy leisure and business with unique Yes I Can! service and first class amenities. Say yes to Radisson Blu at 200+ hotels in over 50 countries.

A cleaner, healthier future. As JohnsonDiversey, you expected us to deliver the best, most effective portfolio of cleaning products. You relied on our worldclass innovation and service to make cleaning and sanitation more efficient. You valued partnering with us to address the most challenging needs. You looked to our leadership in making a cleaner, healthier future for the world. Now, we’re simplifying our name under one powerful brand—Diversey—to better reflect our world leadership in the commercial cleaning and hygiene business. As Diversey, you can continue to expect us to deliver the very best products, services and partnership. And you can count on us to do even more to deliver real, sustainable value. We are proud to be the cleaning, hygiene and sanitation partner for the Rezidor Hotel Group.

❯❯ Advertisement ❮❮

Radisson Blu Waterfront Hotel, Stockholm

radissonblu.com

For more information visit www.Diversey.com/future


Changing Stockholm and it’s

skyline

Discover our award winning hotels around the globe. Enjoy leisure and business with unique Yes I Can! service and first class amenities. Say yes to Radisson Blu at 200+ hotels in over 50 countries.

A cleaner, healthier future. As JohnsonDiversey, you expected us to deliver the best, most effective portfolio of cleaning products. You relied on our worldclass innovation and service to make cleaning and sanitation more efficient. You valued partnering with us to address the most challenging needs. You looked to our leadership in making a cleaner, healthier future for the world. Now, we’re simplifying our name under one powerful brand—Diversey—to better reflect our world leadership in the commercial cleaning and hygiene business. As Diversey, you can continue to expect us to deliver the very best products, services and partnership. And you can count on us to do even more to deliver real, sustainable value. We are proud to be the cleaning, hygiene and sanitation partner for the Rezidor Hotel Group.

❯❯ Advertisement ❮❮

Radisson Blu Waterfront Hotel, Stockholm

radissonblu.com

For more information visit www.Diversey.com/future


Editorial Credits Publisher

Kurt Ritter, President & CEO

hotline1 The Rezidor Hotel Group Magazine

Editor-in-Chief

Renu Snehi, Director Corporate Communication

Supporting Editors

2011

44 Back2Black The Date February 27-28, 2011

Volume

hotline

The Place Radisson Blu Waterfront Hotel, Stockholm

The Event

Felicity Hawkins and Moira Bluer

Editorial Committee Kurt Ritter, President & CEO Olivier Jacquin, Senior Vice President, Sales, Marketing, CRM, Distribution & E-Commerce David Dreschner, Vice President, Corporate Purchasing Services Ia Lind, Director, Brand Identity & Marketing, Park Inn by Radisson Tineke de Wit, General Manager, Park Inn Leuven Renu Snehi, Director Corporate Communication and Editor-in-Chief, hotline

Design, Production & Distribution

HOTEL MISSONI

3

rd

opens in Kuwait

CLUB CARLSONSM launched

WORLD’S MOST ETHICAL COMPANIES

Back2Black

ABC 2011 STOCKHOLM 86World’s Most Ethical Companies

22 Hotel Missoni Kuwait Now Open

Consecutive year of record

OPENINGS

www.antilope.com

For advertising and subscriptions, please contact Renu Snehi Director Corporate Communication and Editor-in-Chief, hotline renu.snehi@rezidor.com, +32 2 702 9241

Cover Photo

Circulation

about The Rezidor Hotel Group

20,000 copies in 75 countries every quarter

About hotline Since 1985; hotline has served as Rezidor’s group-wide magazine. hotline is a quarterly publication, and is distributed to Rezidor employees, board of directors, hotel owners and developers, strategic partners, key clients and other stakeholders.

Responsible Business The Rezidor Hotel Group maintains a continuous group-wide programme for environmental protection. For more details on our Responsible Business policy and activities, please log on to: www.responsiblebusiness.rezidor.com

© The Rezidor Hotel Group. 2011. All rights reserved. hotline by THE REZIDOR HOTEL GROUP. Avenue du Bourget 44, B-1130 Brussels, Belgium. Tel. +3227029200. Fax. +3227029300, RC Brussels n° 0442.832.318 Copyright notice: None of the information provided on this publication may be used, reproduced or transmitted, in any form or by any means, electronic or mechanical, including recording or the use of any information storage and retrieval system, without prior written permission from The Rezidor Hotel Group. Disclaimer: Part of the information presented in hotline reflects data provided to Rezidor by its hotels. While Rezidor makes every effort to provide accurate and complete information, various data may change prior this publication. Rezidor provides no warranty, expressed or implied, as to the accuracy, reliability or completeness of furnished data. For the most up-to-date information on Rezidor and its hotel brands, please visit www.rezidor.com.

4

Hotel Missoni Kuwait

52 Club Carlson

The Rezidor Hotel Group is one of the fastest growing hotel companies in the world. The group operates a portfolio of more than 400 hotels and 89,000 rooms in operation and under development in 64 countries, and employs more than 35,000 people. Rezidor operates the brands Radisson Blu Hotels & Resorts, Park Inn by Radisson, Regent International Hotels and Country Inns & Suites in Europe, Middle East and Africa, along with the goldpoints plusSM loyalty programme for frequent hotel guests. Rezidor has a worldwide license agreement with the Italian fashion house Missoni to develop and operate a lifestyle hotel brand of the same name: Hotel Missoni. The Rezidor Hotel Group is listed on the Stockholm Stock Exchange (REZT). The US based Carlson Companies is the largest shareholder. For more information and latest news, log on to www.rezidor.com.

www.rezidorethics.com This ethics helpline is estblished to allow all Rezidor employees to report any issues of ethical concerns in total anonymity.

SM

10 Faster than expected recovery, but roadblocks ahead

64 Flying The Rezidor Standard

49 Employee of the Year 2010 78 Green Key for Middle East

launched

15471 HM HOTLINE SPREAD_aw.indd 1-2

24New Landmarks


Editorial Credits Publisher

Kurt Ritter, President & CEO

hotline1 The Rezidor Hotel Group Magazine

Editor-in-Chief

Renu Snehi, Director Corporate Communication

Supporting Editors

2011

44 Back2Black The Date February 27-28, 2011

Volume

hotline

The Place Radisson Blu Waterfront Hotel, Stockholm

The Event

Felicity Hawkins and Moira Bluer

Editorial Committee Kurt Ritter, President & CEO Olivier Jacquin, Senior Vice President, Sales, Marketing, CRM, Distribution & E-Commerce David Dreschner, Vice President, Corporate Purchasing Services Ia Lind, Director, Brand Identity & Marketing, Park Inn by Radisson Tineke de Wit, General Manager, Park Inn Leuven Renu Snehi, Director Corporate Communication and Editor-in-Chief, hotline

Design, Production & Distribution

HOTEL MISSONI

3

rd

opens in Kuwait

CLUB CARLSONSM launched

WORLD’S MOST ETHICAL COMPANIES

Back2Black

ABC 2011 STOCKHOLM 86World’s Most Ethical Companies

22 Hotel Missoni Kuwait Now Open

Consecutive year of record

OPENINGS

www.antilope.com

For advertising and subscriptions, please contact Renu Snehi Director Corporate Communication and Editor-in-Chief, hotline renu.snehi@rezidor.com, +32 2 702 9241

Cover Photo

Circulation

about The Rezidor Hotel Group

20,000 copies in 75 countries every quarter

About hotline Since 1985; hotline has served as Rezidor’s group-wide magazine. hotline is a quarterly publication, and is distributed to Rezidor employees, board of directors, hotel owners and developers, strategic partners, key clients and other stakeholders.

Responsible Business The Rezidor Hotel Group maintains a continuous group-wide programme for environmental protection. For more details on our Responsible Business policy and activities, please log on to: www.responsiblebusiness.rezidor.com

© The Rezidor Hotel Group. 2011. All rights reserved. hotline by THE REZIDOR HOTEL GROUP. Avenue du Bourget 44, B-1130 Brussels, Belgium. Tel. +3227029200. Fax. +3227029300, RC Brussels n° 0442.832.318 Copyright notice: None of the information provided on this publication may be used, reproduced or transmitted, in any form or by any means, electronic or mechanical, including recording or the use of any information storage and retrieval system, without prior written permission from The Rezidor Hotel Group. Disclaimer: Part of the information presented in hotline reflects data provided to Rezidor by its hotels. While Rezidor makes every effort to provide accurate and complete information, various data may change prior this publication. Rezidor provides no warranty, expressed or implied, as to the accuracy, reliability or completeness of furnished data. For the most up-to-date information on Rezidor and its hotel brands, please visit www.rezidor.com.

4

Hotel Missoni Kuwait

52 Club Carlson

The Rezidor Hotel Group is one of the fastest growing hotel companies in the world. The group operates a portfolio of more than 400 hotels and 89,000 rooms in operation and under development in 64 countries, and employs more than 35,000 people. Rezidor operates the brands Radisson Blu Hotels & Resorts, Park Inn by Radisson, Regent International Hotels and Country Inns & Suites in Europe, Middle East and Africa, along with the goldpoints plusSM loyalty programme for frequent hotel guests. Rezidor has a worldwide license agreement with the Italian fashion house Missoni to develop and operate a lifestyle hotel brand of the same name: Hotel Missoni. The Rezidor Hotel Group is listed on the Stockholm Stock Exchange (REZT). The US based Carlson Companies is the largest shareholder. For more information and latest news, log on to www.rezidor.com.

www.rezidorethics.com This ethics helpline is estblished to allow all Rezidor employees to report any issues of ethical concerns in total anonymity.

SM

10 Faster than expected recovery, but roadblocks ahead

64 Flying The Rezidor Standard

49 Employee of the Year 2010 78 Green Key for Middle East

launched

15471 HM HOTLINE SPREAD_aw.indd 1-2

24New Landmarks


Letter From Kurt Ritter

Miles to go,

before we rest...

The mood of our recent Annual Business Conference in Stockholm was buoyant and bullish: it was both a celebration of our Back2Black results and an initiation into all the plans we have in store for the year ahead. Snippets of the proceedings are now live on YouTube, so that those of who weren’t present can watch the highlights. Our 2011 ABC also gave us a chance for us to showcase our spectacular new Stockholm Waterfront Congress Centre - the venue for Back2Black and a truly impressive conference! We can be very proud to have added such a magnificent asset - along with our adjoining, new breed Stockholm Waterfront Radisson Blu Hotel - to our portfolio. The new flagship opened in January this year, greatly enhancing Rezidor’s presence in our company’s home market - and turning our competitors Back2Green with envy! 6

I was delighted to see the 600+ delegates, including so many owners, partners and advisors. They heard how our cost reduction and other well considered strategies had helped pull us safely through the turbulence. End-2008 and 2009 were undoubtedly very difficult years for the hospitality industry, but Rezidor drew inspiration from the battle: our Z-spirit means we always seize the opportunity to learn from every experience - however challenging. We then put the resulting lessons to powerful and productive use. Nobody embodies Rezidor’s unique verve and positivity better than our respected and admired AVP, Christian Gartmann, who has just celebrated 40 years of service with our company. A well-deserved special tribute to Christian – and to all he has achieved – was screened at the ABC Opening Night Reception – and I’m not ashamed to say there was barely a dry eye in the house! Another celebration at ABC! 8 General Managers in 32 years! At Rezidor’s first hotel outside Scandinavia and one of my first hotels as the General Manager - the legendary Radisson Blu Hotel, Kuwait. I had the great pleasure in getting together with our owner Mr Marafie and my 8 “Commandants” who have carried the baton so successfully, proudly and passionately for last 32 years.

not represent an increase in the cost base going forward.

End-2008 and 2009 were undoubtedly very difficult years for the hospitality industry, but Rezidor drew inspiration from the battle: our Z-spirit means we always seize the opportunity to learn from every experience however challenging. Despite the continuation of difficult trading, 2010 was the third consecutive year of record new openings for Rezidor: a fantastic 7,200 new rooms were added to operations. This is a huge achievement given the economic crisis, climate calamities and other unforeseen eventualities that have hit our industry so hard over the past three years. Park Inn by Radisson showed exceptional improvement in Q4. And we expect even greater things from our rapidly maturing, young brand in the months to come, thanks to both the appointment of Eric De Neef as its new Senior Vice President, and to our dynamic new

2011 has already got off to a flying start with a buzz of exciting new developments and activities for Rezidor. With the worst of the global economic storms behind us, we are taking advantage of the fairer weather to go full steam ahead with our dynamic growth plans. We have already opened more than 1,400 rooms this year - and signed a further 1,000+ - showing how we are determined to keep up the pace of our development. And, as you’ll read in the following pages of another information-fuelled hotline, we are introducing an exciting mix of new co-operations, collaborations and innovations to help us achieve our ambitions as one of the world’s fastest growing, most dynamic hotel companies.

hotline

It is this loyalty, commitment and love of genuine hospitality that makes Rezidor. We are a different breed of hoteliers, a different genre of leaders and I am very proud to have you all with me. The 2011 ABC crowd heard how Rezidor will build much greater resistance to any future downturns by further strengthening collaboration with our long term our partner, Carlson. We now present ourselves as one common, joint booth at industry gatherings and international fairs, and I invite you to read more about our global alignment efforts in a special feature on Global Hotel Steering Committee in this issue of hotline and address any questions that you may have to me or my many “Men (& Women) in Black”. Rezidor’s latest results show that 2010 was a very positive year for us. We experienced a recovery in all geographical regions and a robust increase in margins as a result of the RevPAR improvement and the cost saving measures initiated in 2008/2009. We also reported a substantial increase in free cash flow coming from good operating results, improved working capital and tight CAPEX control. Rest of Western Europe led the recovery throughout the year and we witnessed significant RevPAR increases in key markets, driven by Germany, France and Benelux. December 2010 was difficult – it always is – but we pulled through and are happy to see the positive movements early in 2011. And while the fourth quarter recorded a drop in margins compared to last year, this was mainly the result of exceptional costs, which do

It is this loyalty, commitment and love of genuine hospitality that makes Rezidor. We are a different breed of hoteliers, a different genre of leaders and I am very proud to have you all with me. 7


Letter From Kurt Ritter

Miles to go,

before we rest...

The mood of our recent Annual Business Conference in Stockholm was buoyant and bullish: it was both a celebration of our Back2Black results and an initiation into all the plans we have in store for the year ahead. Snippets of the proceedings are now live on YouTube, so that those of who weren’t present can watch the highlights. Our 2011 ABC also gave us a chance for us to showcase our spectacular new Stockholm Waterfront Congress Centre - the venue for Back2Black and a truly impressive conference! We can be very proud to have added such a magnificent asset - along with our adjoining, new breed Stockholm Waterfront Radisson Blu Hotel - to our portfolio. The new flagship opened in January this year, greatly enhancing Rezidor’s presence in our company’s home market - and turning our competitors Back2Green with envy! 6

I was delighted to see the 600+ delegates, including so many owners, partners and advisors. They heard how our cost reduction and other well considered strategies had helped pull us safely through the turbulence. End-2008 and 2009 were undoubtedly very difficult years for the hospitality industry, but Rezidor drew inspiration from the battle: our Z-spirit means we always seize the opportunity to learn from every experience - however challenging. We then put the resulting lessons to powerful and productive use. Nobody embodies Rezidor’s unique verve and positivity better than our respected and admired AVP, Christian Gartmann, who has just celebrated 40 years of service with our company. A well-deserved special tribute to Christian – and to all he has achieved – was screened at the ABC Opening Night Reception – and I’m not ashamed to say there was barely a dry eye in the house! Another celebration at ABC! 8 General Managers in 32 years! At Rezidor’s first hotel outside Scandinavia and one of my first hotels as the General Manager - the legendary Radisson Blu Hotel, Kuwait. I had the great pleasure in getting together with our owner Mr Marafie and my 8 “Commandants” who have carried the baton so successfully, proudly and passionately for last 32 years.

not represent an increase in the cost base going forward.

End-2008 and 2009 were undoubtedly very difficult years for the hospitality industry, but Rezidor drew inspiration from the battle: our Z-spirit means we always seize the opportunity to learn from every experience however challenging. Despite the continuation of difficult trading, 2010 was the third consecutive year of record new openings for Rezidor: a fantastic 7,200 new rooms were added to operations. This is a huge achievement given the economic crisis, climate calamities and other unforeseen eventualities that have hit our industry so hard over the past three years. Park Inn by Radisson showed exceptional improvement in Q4. And we expect even greater things from our rapidly maturing, young brand in the months to come, thanks to both the appointment of Eric De Neef as its new Senior Vice President, and to our dynamic new

2011 has already got off to a flying start with a buzz of exciting new developments and activities for Rezidor. With the worst of the global economic storms behind us, we are taking advantage of the fairer weather to go full steam ahead with our dynamic growth plans. We have already opened more than 1,400 rooms this year - and signed a further 1,000+ - showing how we are determined to keep up the pace of our development. And, as you’ll read in the following pages of another information-fuelled hotline, we are introducing an exciting mix of new co-operations, collaborations and innovations to help us achieve our ambitions as one of the world’s fastest growing, most dynamic hotel companies.

hotline

It is this loyalty, commitment and love of genuine hospitality that makes Rezidor. We are a different breed of hoteliers, a different genre of leaders and I am very proud to have you all with me. The 2011 ABC crowd heard how Rezidor will build much greater resistance to any future downturns by further strengthening collaboration with our long term our partner, Carlson. We now present ourselves as one common, joint booth at industry gatherings and international fairs, and I invite you to read more about our global alignment efforts in a special feature on Global Hotel Steering Committee in this issue of hotline and address any questions that you may have to me or my many “Men (& Women) in Black”. Rezidor’s latest results show that 2010 was a very positive year for us. We experienced a recovery in all geographical regions and a robust increase in margins as a result of the RevPAR improvement and the cost saving measures initiated in 2008/2009. We also reported a substantial increase in free cash flow coming from good operating results, improved working capital and tight CAPEX control. Rest of Western Europe led the recovery throughout the year and we witnessed significant RevPAR increases in key markets, driven by Germany, France and Benelux. December 2010 was difficult – it always is – but we pulled through and are happy to see the positive movements early in 2011. And while the fourth quarter recorded a drop in margins compared to last year, this was mainly the result of exceptional costs, which do

It is this loyalty, commitment and love of genuine hospitality that makes Rezidor. We are a different breed of hoteliers, a different genre of leaders and I am very proud to have you all with me. 7


campaign for 2011, which promotes the whole of the “Park Inn by Radisson” experience with a snazzy new look and promise. We warmly welcome Eric, who joined us in February from his former role as Managing Director for Accor’s All Seasons, Mercure and M Gallery Hotels brands. He is a great addition to the Rezidor Executive Committee. The recently published results for our 2010 Climate Analysis surpassed even the excellent numbers recorded for 2009: Rezidor’s overall Employee Satisfaction Score increased to 86.7% from 85.7% in 2009 and the Loyalty Score rose from 75 to 76. These results should make any leader proud - especially given the challenges we have had to face in the last two years. I am also delighted to report another remarkable achievement for our company: Rezidor has just been recognised as one of the 2011 World’s Most Ethical Companies for the second year in a row by the prestigious Ethisphere Institute (USA). We are immensely proud that we maintained our status as one of the World’s Most Ethical Companies, defending our rank by further going the extra mile and by working with upright business practices which support our own success, bring benefit to the community and raise the bar for ethical standards within the industry. So a big thank you to our team of 35,000+ in 64 countries who stood by us in these tough times, and believed in the decisions we made and the course we chose. It’s not been easy on any of us but I am proud to see we have made it through the storm and are now sailing forward - towards more promising waters.

The recent results of Rezidor’s Franchise Satisfaction Survey are also very encouraging and I’m pleased that our franchisees consider us such a valuable partner in strengthening their business success. We thank you all for your loyalty and trust in us!

Despite the continuation of difficult trading, 2010 was the third consecutive year of record new openings for Rezidor: a fantastic 7,200 new rooms were added to operations. Another very exciting piece of news is the opening of our absolutely fabulous Hotel Missoni Kuwait - the second property resulting from Rezidor’s successful collaboration with the iconic Italian design house. The combination of design, lifestyle and technology create a unique lifestyle experience - as soon as you walk through the doors, you know that it’s Missoni! And that’s what we initially dreamed of, with creative designer Rosita Missoni, when we first set off on this adventure. This latest opening is both a fantastic addition to Rezidor’s growing portfolio and a true celebration for our company: Kuwait is where we opened our first Radisson Blu, outside Scandinavia. Hotel Missoni Kuwait will reinforce our position as one of the world’s leading international hotel operators and will further strengthen our presence in the region. And last but not least: Having Hotel Missoni Edinburgh and Kuwait open, is good fuel for our growing Missoni pipeline.

However, as you will all be aware, the Middle East and North Africa are sadly facing significant political problems at the moment - and these tensions have been at the forefront of our concerns lately. While the environment is still unstable, I want to ensure our readers that Rezidor is providing support, guidance and regular updates to help our staff stay safe. Rezidor is rightly proud of our industry leading Safety and Security record. The wellbeing of our staff and guests is always our absolutely Number One priority: we will do everything in our power to keep our people out of harm’s way and to re-establish our business as soon as possible in a safe environment. Our thoughts are with everyone affected by the recent or current troubles.

It’s not We we go.

the journey that counts, the destination, they say. have come this far, but still have a long way to So tighten your sail, and welcome aboard!

What I always expect - and I’m never disappointed by - is that our ever growing group will meet and master every challenge that is thrown at us. We’ve come shining through the long dark days of the downturn: we’ve confounded our critics and we’ve turned our company history into a great success story. But we’ve still got a distance to travel. Moving forward, working strongly with our partners to form irrepressible and truly advantageous synergies, there are simply no limits to what we can achieve. It’s the journey that counts, not the destination, they say. We have come this far, but we still have a long way to go. So tighten your sail, and welcome aboard!

Hotels you can rely on: You can rely on our Yes I Can! service attitude to ensure a pleasant stay

Park Inn. Adding Color to LifeSM

100+ hotels

Kurt Ritter President & CEO

◆ 8

 A first date.  A blind date.  A Park Inn date. ✓

parkinn.com 9


campaign for 2011, which promotes the whole of the “Park Inn by Radisson” experience with a snazzy new look and promise. We warmly welcome Eric, who joined us in February from his former role as Managing Director for Accor’s All Seasons, Mercure and M Gallery Hotels brands. He is a great addition to the Rezidor Executive Committee. The recently published results for our 2010 Climate Analysis surpassed even the excellent numbers recorded for 2009: Rezidor’s overall Employee Satisfaction Score increased to 86.7% from 85.7% in 2009 and the Loyalty Score rose from 75 to 76. These results should make any leader proud - especially given the challenges we have had to face in the last two years. I am also delighted to report another remarkable achievement for our company: Rezidor has just been recognised as one of the 2011 World’s Most Ethical Companies for the second year in a row by the prestigious Ethisphere Institute (USA). We are immensely proud that we maintained our status as one of the World’s Most Ethical Companies, defending our rank by further going the extra mile and by working with upright business practices which support our own success, bring benefit to the community and raise the bar for ethical standards within the industry. So a big thank you to our team of 35,000+ in 64 countries who stood by us in these tough times, and believed in the decisions we made and the course we chose. It’s not been easy on any of us but I am proud to see we have made it through the storm and are now sailing forward - towards more promising waters.

The recent results of Rezidor’s Franchise Satisfaction Survey are also very encouraging and I’m pleased that our franchisees consider us such a valuable partner in strengthening their business success. We thank you all for your loyalty and trust in us!

Despite the continuation of difficult trading, 2010 was the third consecutive year of record new openings for Rezidor: a fantastic 7,200 new rooms were added to operations. Another very exciting piece of news is the opening of our absolutely fabulous Hotel Missoni Kuwait - the second property resulting from Rezidor’s successful collaboration with the iconic Italian design house. The combination of design, lifestyle and technology create a unique lifestyle experience - as soon as you walk through the doors, you know that it’s Missoni! And that’s what we initially dreamed of, with creative designer Rosita Missoni, when we first set off on this adventure. This latest opening is both a fantastic addition to Rezidor’s growing portfolio and a true celebration for our company: Kuwait is where we opened our first Radisson Blu, outside Scandinavia. Hotel Missoni Kuwait will reinforce our position as one of the world’s leading international hotel operators and will further strengthen our presence in the region. And last but not least: Having Hotel Missoni Edinburgh and Kuwait open, is good fuel for our growing Missoni pipeline.

However, as you will all be aware, the Middle East and North Africa are sadly facing significant political problems at the moment - and these tensions have been at the forefront of our concerns lately. While the environment is still unstable, I want to ensure our readers that Rezidor is providing support, guidance and regular updates to help our staff stay safe. Rezidor is rightly proud of our industry leading Safety and Security record. The wellbeing of our staff and guests is always our absolutely Number One priority: we will do everything in our power to keep our people out of harm’s way and to re-establish our business as soon as possible in a safe environment. Our thoughts are with everyone affected by the recent or current troubles.

It’s not We we go.

the journey that counts, the destination, they say. have come this far, but still have a long way to So tighten your sail, and welcome aboard!

What I always expect - and I’m never disappointed by - is that our ever growing group will meet and master every challenge that is thrown at us. We’ve come shining through the long dark days of the downturn: we’ve confounded our critics and we’ve turned our company history into a great success story. But we’ve still got a distance to travel. Moving forward, working strongly with our partners to form irrepressible and truly advantageous synergies, there are simply no limits to what we can achieve. It’s the journey that counts, not the destination, they say. We have come this far, but we still have a long way to go. So tighten your sail, and welcome aboard!

Hotels you can rely on: You can rely on our Yes I Can! service attitude to ensure a pleasant stay

Park Inn. Adding Color to LifeSM

100+ hotels

Kurt Ritter President & CEO

◆ 8

 A first date.  A blind date.  A Park Inn date. ✓

parkinn.com 9


Interview with Deputy President & CFO Group Performance & Strategies

2010 turned out to be a better year than most pundits and forecasters had predicted. What’s their take now on the overall shape of recovery in 2011? It is significantly more positive and upbeat than last year. According to Deloitte, the French hotel sector performed well in 2010, thanks to the return of international clients. RevPar for four-star and five-star hotels increased by 5% to 9% and online tourism is having increasing success. European hotel values increased by an average of 1.5%, and many markets saw double-digit value growth, according to HVS London. The performers with the highest rates of growth were the German cities of Frankfurt and Munich - both strong Rezidor markets and Travelzoo maintains that the German hotel market is seeing the first trend reversal in eight to ten years. Jones Lang LaSalle Hotels report that transaction volume increased from €3 billion in 2009 to €7.7 billion in 2010 in the EMEA region. And how does Rezidor’s 2010 results compare to the overall market? Current market data shows that European RevPAR grew by 10% in 2010 – 5% from rate and 5% from occupancy. This, however, doesn’t take into account the fact that the Euro currency went down in 2010. If we adjust for that, then the rate growth has probably not been more than 2%.

Faster than expected recovery, but roadblocks ahead Rezidor - along the hotel industry in general - enjoyed the benefits of last year’s global economic recovery and most European countries saw a steady increase in RevPAR throughout 2010. During the first six months, the growth was mainly driven by occupancy, followed by a modest increase in room rates which contributed to Rezidor’s RevPAR growth in Q3 & Q4. Knut Kleiven, Deputy President & Chief Financial Officer talks to Editor-in-Chief, Renu Snehi, how Rezidor’s latest encouraging results leave it well placed to pursue its dynamic ambitions into 2011 and beyond.

Corporate travel market is returning, which is very comforting. All customer segments noted an increase in volume in 2010, compared to 2009. As a result, occupancy grew by 6.3%, combined with a marginal ADR decline of 1.6% which resulted in a like-for-like RevPAR growth of 4.6%. Park Inn by Radisson showed an exceptional improvement in Q4 with a 15% RevPAR increase on a like-for-like basis. The Radisson Blu figure was a little over 5%. The majority of our Park Inn by Radisson hotels is in Rest of Western Europe (RoWE), so the brand’s very strong performance and overall market conditions contributed to our good results in 2010.

Park Inn by Radisson showed an exceptional improvement in Q4 with a 15% RevPAR increase on a like-for-like basis. Germany, France and Benelux all performed well. Key destinations experienced strong, sometimes exceptional, RevPAR growth. This improvement usually followed the countries’ general economic recovery. But other factors helped too. In Germany, for instance, the reduction in VAT helped to boost both occupancy and rate. An equivalent factor does not exist in 2011 – so it’s reasonable to expect a somewhat slower development in Germany in 2011. The UK had a strong performance in 2010 - driven by double-digit RevPAR growth in London - which was heavily supported by international tourism, thanks largely to the strong Euro and weak British Pound. Regional UK fared less well and the effects of government spending cuts, plus the British VAT increase, remain hard to predict.

We’re also very positive about the developments in Eastern Europe, where our first mover strategy is paying off: our strength in Russia is unbeatable, and Moscow continues to be one of the most rewarding cities in the world in terms of RevPAR. However, the Nordic result was down a very negative -2.8% in Q4. The Danish figures had a significant influence on this result: the global climate conference held in Copenhagen in December 2009 boosted

numbers, leading to a negative impact on the comparable period in 2010. Denmark – especially Copenhagen – was also hit by an increase in supply last year. Norway is the other Nordic country showing a negative number for 2010, partly due to a decline in demand, and partly due to less positive GDP growth especially compared to Sweden. The Norwegian GDP for 2010 is roughly one third of the Swedish figure. Stockholm emerged as the star performer in the Nordics, thanks to a high proportion of domestic business and leisure tourism during the summer. We’re also very positive about the developments in Eastern Europe, where our first mover strategy is paying off: our strength in Russia is unbeatable, and Moscow continues to be one of the most rewarding cities in the world in terms of RevPAR. We have a strong footprint in Russia, CIS and Eastern Europe – all markets with promising future for hospitality. Eastern Europe showed a RevPAR increase of 2.5% growth for the first time, while the Middle East and Africa had almost 10% growth. How is our RevPAR performance, relative to EBITDA growth in 2010? A one Euro change in RevPAR is equal to MEUR 5-6 in EBITDA for Rezidor. RevPAR grew by 4 Euros from 2009-2010 and EBITDA increased by MEUR 27. So when it comes to the link between RevPAR and EBITDA, we’re pretty much in line with, or ahead of, our own guidelines. Is the shift in business model working? Absolutely! The contribution from new hotels was substantial and accounted for almost half of the revenue increase. We saw a strong growth in revenue from our leased business in RoWE, both for Q4 and for the year as a whole. The EBITDA from our Nordic leases went down in Q4 because of the negative RevPAR figures and its impact on our variable leases. EBITDA from the fee business is much higher than for the leased business, due to the gradual shift in our business model. For the full year, our fee business EBITDA is MEUR 47, compared to MEUR 18 for our leased business – which is the highest ever in history of our company!

10

Q3 was very strong for Rezidor – up by a little more than 13%. But we’re also quite pleased with our Q4 figures which show an overall growth of 7%, almost all of which came from volume.

Let’s talk about the winners and losers of 2010! Three of Rezidor’s four geographic segments reported a like-for-like RevPAR growth. The biggest increase was in RoWE, with 13.4% followed by Middle East, Africa & Others (MEAO) with 9.6% and Eastern Europe with 2.5%.

hotline

11


Interview with Deputy President & CFO Group Performance & Strategies

2010 turned out to be a better year than most pundits and forecasters had predicted. What’s their take now on the overall shape of recovery in 2011? It is significantly more positive and upbeat than last year. According to Deloitte, the French hotel sector performed well in 2010, thanks to the return of international clients. RevPar for four-star and five-star hotels increased by 5% to 9% and online tourism is having increasing success. European hotel values increased by an average of 1.5%, and many markets saw double-digit value growth, according to HVS London. The performers with the highest rates of growth were the German cities of Frankfurt and Munich - both strong Rezidor markets and Travelzoo maintains that the German hotel market is seeing the first trend reversal in eight to ten years. Jones Lang LaSalle Hotels report that transaction volume increased from €3 billion in 2009 to €7.7 billion in 2010 in the EMEA region. And how does Rezidor’s 2010 results compare to the overall market? Current market data shows that European RevPAR grew by 10% in 2010 – 5% from rate and 5% from occupancy. This, however, doesn’t take into account the fact that the Euro currency went down in 2010. If we adjust for that, then the rate growth has probably not been more than 2%.

Faster than expected recovery, but roadblocks ahead Rezidor - along the hotel industry in general - enjoyed the benefits of last year’s global economic recovery and most European countries saw a steady increase in RevPAR throughout 2010. During the first six months, the growth was mainly driven by occupancy, followed by a modest increase in room rates which contributed to Rezidor’s RevPAR growth in Q3 & Q4. Knut Kleiven, Deputy President & Chief Financial Officer talks to Editor-in-Chief, Renu Snehi, how Rezidor’s latest encouraging results leave it well placed to pursue its dynamic ambitions into 2011 and beyond.

Corporate travel market is returning, which is very comforting. All customer segments noted an increase in volume in 2010, compared to 2009. As a result, occupancy grew by 6.3%, combined with a marginal ADR decline of 1.6% which resulted in a like-for-like RevPAR growth of 4.6%. Park Inn by Radisson showed an exceptional improvement in Q4 with a 15% RevPAR increase on a like-for-like basis. The Radisson Blu figure was a little over 5%. The majority of our Park Inn by Radisson hotels is in Rest of Western Europe (RoWE), so the brand’s very strong performance and overall market conditions contributed to our good results in 2010.

Park Inn by Radisson showed an exceptional improvement in Q4 with a 15% RevPAR increase on a like-for-like basis. Germany, France and Benelux all performed well. Key destinations experienced strong, sometimes exceptional, RevPAR growth. This improvement usually followed the countries’ general economic recovery. But other factors helped too. In Germany, for instance, the reduction in VAT helped to boost both occupancy and rate. An equivalent factor does not exist in 2011 – so it’s reasonable to expect a somewhat slower development in Germany in 2011. The UK had a strong performance in 2010 - driven by double-digit RevPAR growth in London - which was heavily supported by international tourism, thanks largely to the strong Euro and weak British Pound. Regional UK fared less well and the effects of government spending cuts, plus the British VAT increase, remain hard to predict.

We’re also very positive about the developments in Eastern Europe, where our first mover strategy is paying off: our strength in Russia is unbeatable, and Moscow continues to be one of the most rewarding cities in the world in terms of RevPAR. However, the Nordic result was down a very negative -2.8% in Q4. The Danish figures had a significant influence on this result: the global climate conference held in Copenhagen in December 2009 boosted

numbers, leading to a negative impact on the comparable period in 2010. Denmark – especially Copenhagen – was also hit by an increase in supply last year. Norway is the other Nordic country showing a negative number for 2010, partly due to a decline in demand, and partly due to less positive GDP growth especially compared to Sweden. The Norwegian GDP for 2010 is roughly one third of the Swedish figure. Stockholm emerged as the star performer in the Nordics, thanks to a high proportion of domestic business and leisure tourism during the summer. We’re also very positive about the developments in Eastern Europe, where our first mover strategy is paying off: our strength in Russia is unbeatable, and Moscow continues to be one of the most rewarding cities in the world in terms of RevPAR. We have a strong footprint in Russia, CIS and Eastern Europe – all markets with promising future for hospitality. Eastern Europe showed a RevPAR increase of 2.5% growth for the first time, while the Middle East and Africa had almost 10% growth. How is our RevPAR performance, relative to EBITDA growth in 2010? A one Euro change in RevPAR is equal to MEUR 5-6 in EBITDA for Rezidor. RevPAR grew by 4 Euros from 2009-2010 and EBITDA increased by MEUR 27. So when it comes to the link between RevPAR and EBITDA, we’re pretty much in line with, or ahead of, our own guidelines. Is the shift in business model working? Absolutely! The contribution from new hotels was substantial and accounted for almost half of the revenue increase. We saw a strong growth in revenue from our leased business in RoWE, both for Q4 and for the year as a whole. The EBITDA from our Nordic leases went down in Q4 because of the negative RevPAR figures and its impact on our variable leases. EBITDA from the fee business is much higher than for the leased business, due to the gradual shift in our business model. For the full year, our fee business EBITDA is MEUR 47, compared to MEUR 18 for our leased business – which is the highest ever in history of our company!

10

Q3 was very strong for Rezidor – up by a little more than 13%. But we’re also quite pleased with our Q4 figures which show an overall growth of 7%, almost all of which came from volume.

Let’s talk about the winners and losers of 2010! Three of Rezidor’s four geographic segments reported a like-for-like RevPAR growth. The biggest increase was in RoWE, with 13.4% followed by Middle East, Africa & Others (MEAO) with 9.6% and Eastern Europe with 2.5%.

hotline

11


Interview with Deputy President & CFO Group Performance & Strategies

While the industry pipeline in general may shrink in line with the latest Lodging Econometrics report, we have maintained growth rate very successfully throughout the downturn, delivering a 3rd consecutive record break year of new openings in 2010. Rezidor’s ambitious growth plans will obviously be helped by a healthy free cash flow. What is the pulse rate of our cash position? We’ve seen a big improvement in our liquidity position between 2009 and 2010, thanks to operational cash flow, working capital, reduced CAPEX and sale of Regent. The change in working capital is MEUR 22, which is a really big number and it’s linked to the fact we had a number of accruals at the end of 2010 related to the Extraordinary Costs. Investments are down and the proceeds from the sale of Regent amounted to MEUR 10.6. So the overall increase in our free cash flow has been substantial. So is there any upside for Rezidor from the recent global economic crisis? Well, as Kurt Ritter told HotelAnalyst, Rezidor expanded through the downturn not “because we were so darn clever” but because “as a young company we don’t always do what everyone else does. So, during the recession, we said we want to go on as though nothing has happened because you make the best deals in a downturn: people are running after you for brands, and management knowledge.

knut kleiven, dePuty PResident & CHief finanCial offiCeR 12

And, when Nick Van Maarken, Global Head – Advisory Tourism, Hospitality & Leisure Industry Group Deloitte, recently spoke at our Annual Business Conference in Stockholm, he pointed out that, despite the gloomy financial climate, a lot of crucial deals have taken place in the market over the last 2-3 years. Now that the industry is beginning to pick up its feet, he believes we may see more distressed - let’s call them “opportune assets” – coming up for grabs on the market. Investment volumes in the Europe, Middle East and Africa region more than doubled to €7.7 billion (US$10.8 billion) in 2010, up from €3 billion (US$4.2 billion) in 2009, according to a report from HotelNewsNow.com.

hotline

For the full year, our fee business EBITDA is MEUR 47, compared to MEUR 18 for our leased business – which is the highest ever in history of our company!

(At the time of the interview) The political situation in Egypt and Tunisia seems to have eased, but other parts of North Africa particularly Libya - and the Middle East are highly volatile. What are the experts saying about travel to these regions? The current political instability in some parts of Middle East is hurting the industry further. The Global Business Travel Association (GBTA) released the results of a survey of business travel professionals’ reactions to the ongoing crisis in the Middle East and North Africa. Of the 472 participants, nearly all (91%) are concerned about the impact of rising oil prices on travel costs as a result of the current political. However, even with growing worry over the price of oil, 63% of travel professionals are either opposed to (25%), or indifferent (38%) to new government programmes to financially assist airlines. Experts predict that the recovery of tourism in Egypt and Tunisia will happen fairly swiftly. However, travel to other parts of the region is expected to decrease sharply, negatively impacting lodging demand and profitability. Absorbing new supply that previously came online will become even more difficult, especially as new hotel openings rise through 2012.

Rezidor expanded through the downturn not “because we were so darn clever” but because “as a young company we don’t always do what everyone else does. Lodging Econometrics expects a serious slowdown in new hotel development, with a fall in new project announcements and construction starts. Project cancellations and postponements are also likely to increase. However, while the industry pipeline in general may shrink in line with the latest Lodging Econometrics report, we have maintained growth rate very successfully throughout the downturn, delivering a 3rd

consecutive record break year of new openings in 2010. And we have all the intentions and reasons to further accelerate than brake. Rezidor has made a great start to 2011 with over 1,400 new rooms already added. How is the rest of the year looking? While the situation has definitely improved from the worst of the dip, the road ahead will not be easy. The appetite of banks to lend into the hotel sector is likely to remain suppressed. According to speakers at the 22nd European Hotel Investment Conference, lending will only ease if new banks came into the market and the highly leveraged deals seen at the peak of the market are unlikely to return. But we are hoping the general market recovery will continue, with some one-off highlights to boost results at a local level. For example, the London market - which

did so well last year - should receive a special uplift from the Royal Wedding celebrations as the UK capital gears up for the huge influx of visitors to the Olympics in 2012. All in all, we feel pretty positive about the future and our ability to deliver on our ambitious growth plans. But the outlook is still bleak with a handful of challenges that our economy has to deal with including rising interest rates, inflation, social unrest, sovereign debt and much more. We need to stay in control of our future by watching every movement in the markets carefully, adjusting our action plan immediately and effectively, and continue delivering on our promises.

REZIDOR’S FINANCIAL PERFORMANCE INDICATORS RevPar, EUR

EBITDAR Margin, %

80

40

70

35

EBITDA Margin, % 12

10

60

30

50

25

40

20

30

15

8

6

4

20

10

10

5

2

0

05 06 07 08 09 10

0

05 06 07 08 09 10

0

05 06 07 08 09 10

13


Interview with Deputy President & CFO Group Performance & Strategies

While the industry pipeline in general may shrink in line with the latest Lodging Econometrics report, we have maintained growth rate very successfully throughout the downturn, delivering a 3rd consecutive record break year of new openings in 2010. Rezidor’s ambitious growth plans will obviously be helped by a healthy free cash flow. What is the pulse rate of our cash position? We’ve seen a big improvement in our liquidity position between 2009 and 2010, thanks to operational cash flow, working capital, reduced CAPEX and sale of Regent. The change in working capital is MEUR 22, which is a really big number and it’s linked to the fact we had a number of accruals at the end of 2010 related to the Extraordinary Costs. Investments are down and the proceeds from the sale of Regent amounted to MEUR 10.6. So the overall increase in our free cash flow has been substantial. So is there any upside for Rezidor from the recent global economic crisis? Well, as Kurt Ritter told HotelAnalyst, Rezidor expanded through the downturn not “because we were so darn clever” but because “as a young company we don’t always do what everyone else does. So, during the recession, we said we want to go on as though nothing has happened because you make the best deals in a downturn: people are running after you for brands, and management knowledge.

knut kleiven, dePuty PResident & CHief finanCial offiCeR 12

And, when Nick Van Maarken, Global Head – Advisory Tourism, Hospitality & Leisure Industry Group Deloitte, recently spoke at our Annual Business Conference in Stockholm, he pointed out that, despite the gloomy financial climate, a lot of crucial deals have taken place in the market over the last 2-3 years. Now that the industry is beginning to pick up its feet, he believes we may see more distressed - let’s call them “opportune assets” – coming up for grabs on the market. Investment volumes in the Europe, Middle East and Africa region more than doubled to €7.7 billion (US$10.8 billion) in 2010, up from €3 billion (US$4.2 billion) in 2009, according to a report from HotelNewsNow.com.

hotline

For the full year, our fee business EBITDA is MEUR 47, compared to MEUR 18 for our leased business – which is the highest ever in history of our company!

(At the time of the interview) The political situation in Egypt and Tunisia seems to have eased, but other parts of North Africa particularly Libya - and the Middle East are highly volatile. What are the experts saying about travel to these regions? The current political instability in some parts of Middle East is hurting the industry further. The Global Business Travel Association (GBTA) released the results of a survey of business travel professionals’ reactions to the ongoing crisis in the Middle East and North Africa. Of the 472 participants, nearly all (91%) are concerned about the impact of rising oil prices on travel costs as a result of the current political. However, even with growing worry over the price of oil, 63% of travel professionals are either opposed to (25%), or indifferent (38%) to new government programmes to financially assist airlines. Experts predict that the recovery of tourism in Egypt and Tunisia will happen fairly swiftly. However, travel to other parts of the region is expected to decrease sharply, negatively impacting lodging demand and profitability. Absorbing new supply that previously came online will become even more difficult, especially as new hotel openings rise through 2012.

Rezidor expanded through the downturn not “because we were so darn clever” but because “as a young company we don’t always do what everyone else does. Lodging Econometrics expects a serious slowdown in new hotel development, with a fall in new project announcements and construction starts. Project cancellations and postponements are also likely to increase. However, while the industry pipeline in general may shrink in line with the latest Lodging Econometrics report, we have maintained growth rate very successfully throughout the downturn, delivering a 3rd

consecutive record break year of new openings in 2010. And we have all the intentions and reasons to further accelerate than brake. Rezidor has made a great start to 2011 with over 1,400 new rooms already added. How is the rest of the year looking? While the situation has definitely improved from the worst of the dip, the road ahead will not be easy. The appetite of banks to lend into the hotel sector is likely to remain suppressed. According to speakers at the 22nd European Hotel Investment Conference, lending will only ease if new banks came into the market and the highly leveraged deals seen at the peak of the market are unlikely to return. But we are hoping the general market recovery will continue, with some one-off highlights to boost results at a local level. For example, the London market - which

did so well last year - should receive a special uplift from the Royal Wedding celebrations as the UK capital gears up for the huge influx of visitors to the Olympics in 2012. All in all, we feel pretty positive about the future and our ability to deliver on our ambitious growth plans. But the outlook is still bleak with a handful of challenges that our economy has to deal with including rising interest rates, inflation, social unrest, sovereign debt and much more. We need to stay in control of our future by watching every movement in the markets carefully, adjusting our action plan immediately and effectively, and continue delivering on our promises.

REZIDOR’S FINANCIAL PERFORMANCE INDICATORS RevPar, EUR

EBITDAR Margin, %

80

40

70

35

EBITDA Margin, % 12

10

60

30

50

25

40

20

30

15

8

6

4

20

10

10

5

2

0

05 06 07 08 09 10

0

05 06 07 08 09 10

0

05 06 07 08 09 10

13


Cover Story 3rd Consecutive year of record openings

We’ve done it! Again! Again! And yet Again! For the third year running, Rezidor achieved an amazing record number of openings. In 2010, we opened 32 new hotels and 7,173 rooms as compared to our last record year of 7,095! We kept our growth pace and momentum. We kept our faith and nerve. And we have grown in a balanced and profitable way that is fully aligned with our asset-light business model. History will remember 2008, 2009 and 2010 as tough years. The financial crisis - which began in 2008 - led to the downfall of major institutions like Lehman Brothers and Bear Stearns, before evolving into a full-blown global recession that affected virtually all industries and markets. Unemployment skyrocketed, markets nose-dived, and the pessimists heralded a new era of austerity with persistent high debt and low growth. Hotel missoni kuwait 14

hotline

3

rd

Consecutive year of record

OPENINGS

15


Cover Story 3rd Consecutive year of record openings

We’ve done it! Again! Again! And yet Again! For the third year running, Rezidor achieved an amazing record number of openings. In 2010, we opened 32 new hotels and 7,173 rooms as compared to our last record year of 7,095! We kept our growth pace and momentum. We kept our faith and nerve. And we have grown in a balanced and profitable way that is fully aligned with our asset-light business model. History will remember 2008, 2009 and 2010 as tough years. The financial crisis - which began in 2008 - led to the downfall of major institutions like Lehman Brothers and Bear Stearns, before evolving into a full-blown global recession that affected virtually all industries and markets. Unemployment skyrocketed, markets nose-dived, and the pessimists heralded a new era of austerity with persistent high debt and low growth. Hotel missoni kuwait 14

hotline

3

rd

Consecutive year of record

OPENINGS

15


Cover Story 3rd Consecutive year of record openings

2008: nearly 500 hotel projects in EMEA did not happen due to the downturn. In addition to shrinking the hotel development pipeline, the recession caused havoc in other ways. Completion of several hotels was delayed due to contractors entering bankruptcy. Owners of existing, struggling hotels required assistance from Rezidor-an important, but time consuming process that diverted resources from hotel development.

Our Strategy Overcoming these challenges required a focused, determined strategy: Right Dot in the Right Spot: Most importantly, we concentrated on the “right” projects. During the recession, the right dots were hotels with a likelihood of completion - due to strong backing and experienced developers. This focus has allowed us to concentrate our resources and prevent a large “washout” of projects.

hotline

of these markets weathered the economic storm better than mature markets. And Rezidor was well positioned to benefit, with our extensive local expertise and well-established local development offices in Moscow, Cape Town and Dubai.

“The Z-factor is our mighty weapon – in good times and in bad: we dare to be different and to do what we think is right. During the global downturn, when many of our peers concentrated on consolidating their business, we continued to believe in growth, extending and strengthening our network”, Kurt Ritter, President & CEO.

Radisson Blu Gautrain Hotel, Sandton Johannesburg

Yet, these unprecedented challenges clearly brought out the best in Rezidor. Through our fantastic teamwork and a company-wide commitment to growth, we managed to achieve our third consecutive year of record openings. This is an accomplishment in itself: but to attain this result in the face of a worldwide economic downturn is truly a reason to be proud. It is also a testimony to the power of Rezidor’s unique Yes I Can! company culture and our passion for doing things differently. Rezidor’s President & CEO, Kurt Ritter, said; “The Z-factor is our mighty weapon – in good times and in bad: we dare to be different and to do what we think is right. During the global downturn, when many of our peers concentrated on consolidating their business, we continued to believe in growth, extending and strengthening our network”. “Sometimes in life, and in business, you have to move fast and decisively – Rezidor was among the first international hotel operator to enter Russia/CIS in the 1990s, and has been among the earliest international pioneers in the African market. This spirit helps us thrive: today, these emerging markets make a significant

contribution to our EBITDA and are focal points for our future development,” adds Kurt Ritter. From 2008 to 2010, we have added over 100 hotels and 20,000 rooms into operation. Equally impressively, we have remained true to our strategy of asset light growth: nearly 80% of our 2010 openings had non-guaranteed contracts and 90% were fee based (not leased). Both these levels exceeded our targets.

The Challenge How did the financial crisis impact hotel development? Firstly, funding for new projects dried up. Banks demanded that investors put up more of their own money and required higher interest rates, rendering many potential projects financially unviable. Before the credit crunch, a developer could build a hotel with 20% equity and borrow the remaining 80% of the project cost. Today, the amount required from the developer is generally closer to 40-50%. And, for a 200 room hotel, the difference could amount to almost €10 million!

The bursting of the “property bubble” - the scourge of homeowners everywhere - also negatively impacted on hotel development. During the good years, developers and bankers counted on the value of their property increasing in perpetuity. So, even if their cash flow was below forecast, their overall investment was protected through the rising value. This changed when the economy slumped and banks began to judge potential projects solely on their cash flows.

Park Inn Oslo Airport

For development, the crisis began in 2007, with the sub-prime crisis and credit crunch. These factors eventually led to the collapse of Lehman Brothers and markets soon followed. Occupancy plummeted first and rates soon followed. The sharp drop in demand also revealed that many markets had over-built in the good years and were now facing several years of painful restructuring. This scared investors. After all, why build a new hotel if the existing ones are only half full? These factors led to an overall decline in the global hotel development pipeline, which, according to Lodging Econometrics, fell for eight consecutive quarters. Today, the future pipeline of hotels in 27% lower than it was at its peak in

Conversions: Working along the same lines, we focused on the conversion of existing hotels. From a development point of view, the only positive aspect of a recession is the upsurge in distressed, independent hotels looking for international brands to improve their performance. Indeed, most analysts agree that the true value of a brand only emerges in times of trouble. In 2010, 55% of the rooms we opened were conversions – and these 4,000 extra rooms more than compensated for the projects that were delayed or cancelled. Moving forward, until a full rebound occurs and new projects are able to raise funding, we will continue pursuing conversions as the best way to grow during economic uncertainty. Managing the Pipeline: Special attention was given to signed projects facing financing difficulties. Rezidor was often in direct contact with banks or potential investors, working to facilitate financing. Protecting the pipeline became as important as expanding the pipeline

Park Inn Stuttgart

Emerging Markets: Our emerging markets strategy also paid-off. Growth in emerging markets naturally has its difficulties particularly construction delays and a lack of experienced developers, plus government corruption and interference. Nevertheless, many

16

17


Cover Story 3rd Consecutive year of record openings

2008: nearly 500 hotel projects in EMEA did not happen due to the downturn. In addition to shrinking the hotel development pipeline, the recession caused havoc in other ways. Completion of several hotels was delayed due to contractors entering bankruptcy. Owners of existing, struggling hotels required assistance from Rezidor-an important, but time consuming process that diverted resources from hotel development.

Our Strategy Overcoming these challenges required a focused, determined strategy: Right Dot in the Right Spot: Most importantly, we concentrated on the “right” projects. During the recession, the right dots were hotels with a likelihood of completion - due to strong backing and experienced developers. This focus has allowed us to concentrate our resources and prevent a large “washout” of projects.

hotline

of these markets weathered the economic storm better than mature markets. And Rezidor was well positioned to benefit, with our extensive local expertise and well-established local development offices in Moscow, Cape Town and Dubai.

“The Z-factor is our mighty weapon – in good times and in bad: we dare to be different and to do what we think is right. During the global downturn, when many of our peers concentrated on consolidating their business, we continued to believe in growth, extending and strengthening our network”, Kurt Ritter, President & CEO.

Radisson Blu Gautrain Hotel, Sandton Johannesburg

Yet, these unprecedented challenges clearly brought out the best in Rezidor. Through our fantastic teamwork and a company-wide commitment to growth, we managed to achieve our third consecutive year of record openings. This is an accomplishment in itself: but to attain this result in the face of a worldwide economic downturn is truly a reason to be proud. It is also a testimony to the power of Rezidor’s unique Yes I Can! company culture and our passion for doing things differently. Rezidor’s President & CEO, Kurt Ritter, said; “The Z-factor is our mighty weapon – in good times and in bad: we dare to be different and to do what we think is right. During the global downturn, when many of our peers concentrated on consolidating their business, we continued to believe in growth, extending and strengthening our network”. “Sometimes in life, and in business, you have to move fast and decisively – Rezidor was among the first international hotel operator to enter Russia/CIS in the 1990s, and has been among the earliest international pioneers in the African market. This spirit helps us thrive: today, these emerging markets make a significant

contribution to our EBITDA and are focal points for our future development,” adds Kurt Ritter. From 2008 to 2010, we have added over 100 hotels and 20,000 rooms into operation. Equally impressively, we have remained true to our strategy of asset light growth: nearly 80% of our 2010 openings had non-guaranteed contracts and 90% were fee based (not leased). Both these levels exceeded our targets.

The Challenge How did the financial crisis impact hotel development? Firstly, funding for new projects dried up. Banks demanded that investors put up more of their own money and required higher interest rates, rendering many potential projects financially unviable. Before the credit crunch, a developer could build a hotel with 20% equity and borrow the remaining 80% of the project cost. Today, the amount required from the developer is generally closer to 40-50%. And, for a 200 room hotel, the difference could amount to almost €10 million!

The bursting of the “property bubble” - the scourge of homeowners everywhere - also negatively impacted on hotel development. During the good years, developers and bankers counted on the value of their property increasing in perpetuity. So, even if their cash flow was below forecast, their overall investment was protected through the rising value. This changed when the economy slumped and banks began to judge potential projects solely on their cash flows.

Park Inn Oslo Airport

For development, the crisis began in 2007, with the sub-prime crisis and credit crunch. These factors eventually led to the collapse of Lehman Brothers and markets soon followed. Occupancy plummeted first and rates soon followed. The sharp drop in demand also revealed that many markets had over-built in the good years and were now facing several years of painful restructuring. This scared investors. After all, why build a new hotel if the existing ones are only half full? These factors led to an overall decline in the global hotel development pipeline, which, according to Lodging Econometrics, fell for eight consecutive quarters. Today, the future pipeline of hotels in 27% lower than it was at its peak in

Conversions: Working along the same lines, we focused on the conversion of existing hotels. From a development point of view, the only positive aspect of a recession is the upsurge in distressed, independent hotels looking for international brands to improve their performance. Indeed, most analysts agree that the true value of a brand only emerges in times of trouble. In 2010, 55% of the rooms we opened were conversions – and these 4,000 extra rooms more than compensated for the projects that were delayed or cancelled. Moving forward, until a full rebound occurs and new projects are able to raise funding, we will continue pursuing conversions as the best way to grow during economic uncertainty. Managing the Pipeline: Special attention was given to signed projects facing financing difficulties. Rezidor was often in direct contact with banks or potential investors, working to facilitate financing. Protecting the pipeline became as important as expanding the pipeline

Park Inn Stuttgart

Emerging Markets: Our emerging markets strategy also paid-off. Growth in emerging markets naturally has its difficulties particularly construction delays and a lack of experienced developers, plus government corruption and interference. Nevertheless, many

16

17


Cover Story 3rd Consecutive year of record openings

The People However, the deciding factor in Rezidor’s continued growth was not any particular strategy or inherent advantage. It was, quite simply, our people. As an organisation, we were determined not to let this temporary downturn derail our impressive growth story. To this end, we collectively channelled our creativity, resourcefulness and determination and turned “the worst of times into the best of times”. We are a people business: our guests, employees, owners, developers, architects & designers, and other partners empower Rezidor to buck any downward trends, raise our game and move ever forwards. I am both very proud and very grateful for the role played by everyone involved. All 32 hotels that opened in 2010 had to be contractually negotiated - and sometimes re-negotiated. Besides legal know-how, it takes creativity and flexibility to sign a deal and our Legal Department, pulled out all the stops to make things happen, and happen in the best way.

The Technical Services and Food and Beverage department provided consistently invaluable assistance to developers, guiding them through the hurdles and pitfalls inherent in hotel development. With developers and banks keenly watching their budgets, the right advice about streamlining hotel projects and costs often made the crucial difference between project completion and cancellation.

resorts and a sensational, unforgettable flagship in Moscow. Conversions were key to our success in 2010 - and the biggest conversion project of all was the portfolio of 10 former Reval hotels in the Baltic States and Russia. All 2,500 rooms were fully rebranded last year into Radisson and Park Inn properties. The flagship is the Radisson Sonya Hotel, St. Petersburg, which represents our fifth hotel in Russia’s second largest city.

Our small but very effective Future Openings team travelled to all corners of our world and worked with owners, developers, contractors, interior designers, architects, consultants, local authorities and other key players to make sure our hotels opened smoothly.

Other notable conversions came in Italy, where the 250-room former Chedi Milan became the Radisson Blu Hotel Milan; and an unbranded resort became the Radisson Blu Majestic Resort, Galzignano Terme. In Austria, we converted a Renaissance into the Radisson Blu Hotel &

And finally it was our Human Resources team who staffed our new hotels with the best and the brightest talent so our Yes I Can! spirit thrives.

Right Dot in the Right Spot: Most importantly, we concentrated on the “right” projects. During the recession, the right dots were hotels with a likelihood of completion - due to strong backing and experienced developers.

The Record Breakers The hotels we have opened this year represent a diverse collection of properties, ranging from stunning “new breed” Radisson Blu landmarks, to exciting airport hotels, glamorous, destination

hotline

Puneet Chhatwal - Chief Development Officer

Conference Centre, Salzburg. In Germany, a former Tulip Inn in Dresden became the Park Inn Dresden and a Steigenberger Hotel was rebranded as the Radisson Blu Furst Leopold Hotel, Dessau. Finally, in Russia, two unbranded hotels became Park Inn - at Moscow Airport and in the city of Veliky Novgorod - and the Greenville Hotel in Sofia became the Park Inn Sofia. We made inroads with Park Inn in the Nordics. The Park Inn Oslo opened in January. This was followed in September with the 300-room Park Inn Oslo Airport. Norway is an important market for Rezidor so the opening of two newbuild properties in highly visible locations was a major coup: one in the heart of the capital and the other connected to the terminal of the country’s largest airport. These properties will undoubtedly stimulate further growth: there is no better way to raise awareness than through exciting new hotels! Radisson Blu Hotel, Milan

The same can be said for our exciting new property in Sweden: the Park Inn Stockholm Hammarby Sjöstad. Radisson Blu has a significant presence in Swedish capital and this 178-room new build property is our first Park Inn in the city.

Conversions were key to our success in 2010 - and the biggest conversion project of all was the portfolio of 10 former Reval hotels in the Baltic States and Russia. All 2,500 rooms were fully rebranded last year into Radisson and Park Inn properties.

In line with our strategy of broadening our portfolio through resort development, the Radisson Blu Resort, Split opened in August with a superb Croatian beachfront location, indoor and outdoor swimming pools, a stateof-the-art fitness centre, spa, sauna and a casino. Further afield, 2010 also proved to be a successful year for South African development. We opened the Radisson Blu Gautrain Hotel, Sandton Johannesburg and the Park Inn Sandton just in time for June’s World Cup. The former offers 216-rooms in an enviable location adjacent to the high speed Gautrain Sandton station within the leading financial and business district of South Africa. The latter offers 273 fresh and colourful rooms - and is the first of many Park Inn properties we plan to rollout across the Rainbow Nation. Finally, no look back at 2010 can be complete without mentioning the opening of the Radisson Royal Hotel, Moscow. Arguably, the most auspicious opening in Rezidor’s proud

18

19


Cover Story 3rd Consecutive year of record openings

The People However, the deciding factor in Rezidor’s continued growth was not any particular strategy or inherent advantage. It was, quite simply, our people. As an organisation, we were determined not to let this temporary downturn derail our impressive growth story. To this end, we collectively channelled our creativity, resourcefulness and determination and turned “the worst of times into the best of times”. We are a people business: our guests, employees, owners, developers, architects & designers, and other partners empower Rezidor to buck any downward trends, raise our game and move ever forwards. I am both very proud and very grateful for the role played by everyone involved. All 32 hotels that opened in 2010 had to be contractually negotiated - and sometimes re-negotiated. Besides legal know-how, it takes creativity and flexibility to sign a deal and our Legal Department, pulled out all the stops to make things happen, and happen in the best way.

The Technical Services and Food and Beverage department provided consistently invaluable assistance to developers, guiding them through the hurdles and pitfalls inherent in hotel development. With developers and banks keenly watching their budgets, the right advice about streamlining hotel projects and costs often made the crucial difference between project completion and cancellation.

resorts and a sensational, unforgettable flagship in Moscow. Conversions were key to our success in 2010 - and the biggest conversion project of all was the portfolio of 10 former Reval hotels in the Baltic States and Russia. All 2,500 rooms were fully rebranded last year into Radisson and Park Inn properties. The flagship is the Radisson Sonya Hotel, St. Petersburg, which represents our fifth hotel in Russia’s second largest city.

Our small but very effective Future Openings team travelled to all corners of our world and worked with owners, developers, contractors, interior designers, architects, consultants, local authorities and other key players to make sure our hotels opened smoothly.

Other notable conversions came in Italy, where the 250-room former Chedi Milan became the Radisson Blu Hotel Milan; and an unbranded resort became the Radisson Blu Majestic Resort, Galzignano Terme. In Austria, we converted a Renaissance into the Radisson Blu Hotel &

And finally it was our Human Resources team who staffed our new hotels with the best and the brightest talent so our Yes I Can! spirit thrives.

Right Dot in the Right Spot: Most importantly, we concentrated on the “right” projects. During the recession, the right dots were hotels with a likelihood of completion - due to strong backing and experienced developers.

The Record Breakers The hotels we have opened this year represent a diverse collection of properties, ranging from stunning “new breed” Radisson Blu landmarks, to exciting airport hotels, glamorous, destination

hotline

Puneet Chhatwal - Chief Development Officer

Conference Centre, Salzburg. In Germany, a former Tulip Inn in Dresden became the Park Inn Dresden and a Steigenberger Hotel was rebranded as the Radisson Blu Furst Leopold Hotel, Dessau. Finally, in Russia, two unbranded hotels became Park Inn - at Moscow Airport and in the city of Veliky Novgorod - and the Greenville Hotel in Sofia became the Park Inn Sofia. We made inroads with Park Inn in the Nordics. The Park Inn Oslo opened in January. This was followed in September with the 300-room Park Inn Oslo Airport. Norway is an important market for Rezidor so the opening of two newbuild properties in highly visible locations was a major coup: one in the heart of the capital and the other connected to the terminal of the country’s largest airport. These properties will undoubtedly stimulate further growth: there is no better way to raise awareness than through exciting new hotels! Radisson Blu Hotel, Milan

The same can be said for our exciting new property in Sweden: the Park Inn Stockholm Hammarby Sjöstad. Radisson Blu has a significant presence in Swedish capital and this 178-room new build property is our first Park Inn in the city.

Conversions were key to our success in 2010 - and the biggest conversion project of all was the portfolio of 10 former Reval hotels in the Baltic States and Russia. All 2,500 rooms were fully rebranded last year into Radisson and Park Inn properties.

In line with our strategy of broadening our portfolio through resort development, the Radisson Blu Resort, Split opened in August with a superb Croatian beachfront location, indoor and outdoor swimming pools, a stateof-the-art fitness centre, spa, sauna and a casino. Further afield, 2010 also proved to be a successful year for South African development. We opened the Radisson Blu Gautrain Hotel, Sandton Johannesburg and the Park Inn Sandton just in time for June’s World Cup. The former offers 216-rooms in an enviable location adjacent to the high speed Gautrain Sandton station within the leading financial and business district of South Africa. The latter offers 273 fresh and colourful rooms - and is the first of many Park Inn properties we plan to rollout across the Rainbow Nation. Finally, no look back at 2010 can be complete without mentioning the opening of the Radisson Royal Hotel, Moscow. Arguably, the most auspicious opening in Rezidor’s proud

18

19


Largest Upscale Brand in Europe history, this iconic property is one of Russia’s most popular landmark on the Moscow skyline and the preferred hotel for travellers seeking a luxurious and unique experience in the capital.

Number of Hotels

120

25,000

100

83

80

15,000

54

60

39

40 20

12,667 11,853

10,000

23

21

7,722 3,966

5,000

Stay tuned for more hot news in the months to come from Rezidor, which remains one of the world’s fastest growing hotel companies. Puneet Chhatwal Senior Vice President & Chief Development Officer

radissonblu.com Source: MKG Hospitality Database, March 2011

InterContinental

Sofitel

Sheraton

Crowne Plaza

Marriott

Sofitel

-

Sheraton

0

So, we’re all set for another year of thrills, action and new innovations when we could well break even more records.

20

20,091

20,000

InterContinental

Our most notable opening of the year is the fabulous Second Hotel Missoni in Kuwait. With its unique design combining Missoni’s bold and iconic style with the stunning colours and culture of the Arabian Gulf, it is certain to create a wave of worldwide acclaim and attention. We will also be adding spectacular new flagships in key markets like Spain, Portugal, Belgium, Luxembourg, Turkey, South Africa, United Arab Emirates and Russia.

30,000

Crowne Plaza

And 2011 has already got off to a fantastic start with two exciting openings in our traditional Swedish heartland, the stunning, flagship Radisson Blu Waterfront Hotel, Stockholm featuring 414 rooms adjacent to Scandinavia’s largest congress centre and an exciting new Park Inn in Malmö.

38,901 37,123

35,000

Marriott

Our strategy of further profitable growth through such non-committed contracts includes a strong focus on the emerging markets of Russia/CIS and Africa, which offer great potential due to considerable natural resources, high GDP growth and a lack - or undersupply - of internationally-branded hotel rooms.

145

120

Hilton

Rezidor has 20,000 rooms under development which are scheduled to come online across Europe, the Middle East and Africa during the next three years almost solely fee-based management and franchised contracts.

160

Radisson

We are well positioned for the upturn and continuing our ongoing success story. Our pipeline is ever expanding: the Radisson Blu and Park Inn by Radisson European pipelines are among the largest in their respective market segments.

40,000

169

Hilton

180

Number of Rooms

Radisson

Looking forward to 2011


Largest Upscale Brand in Europe history, this iconic property is one of Russia’s most popular landmark on the Moscow skyline and the preferred hotel for travellers seeking a luxurious and unique experience in the capital.

Number of Hotels

120

25,000

100

83

80

15,000

54

60

39

40 20

12,667 11,853

10,000

23

21

7,722 3,966

5,000

Stay tuned for more hot news in the months to come from Rezidor, which remains one of the world’s fastest growing hotel companies. Puneet Chhatwal Senior Vice President & Chief Development Officer

radissonblu.com Source: MKG Hospitality Database, March 2011

InterContinental

Sofitel

Sheraton

Crowne Plaza

Marriott

Sofitel

-

Sheraton

0

So, we’re all set for another year of thrills, action and new innovations when we could well break even more records.

20

20,091

20,000

InterContinental

Our most notable opening of the year is the fabulous Second Hotel Missoni in Kuwait. With its unique design combining Missoni’s bold and iconic style with the stunning colours and culture of the Arabian Gulf, it is certain to create a wave of worldwide acclaim and attention. We will also be adding spectacular new flagships in key markets like Spain, Portugal, Belgium, Luxembourg, Turkey, South Africa, United Arab Emirates and Russia.

30,000

Crowne Plaza

And 2011 has already got off to a fantastic start with two exciting openings in our traditional Swedish heartland, the stunning, flagship Radisson Blu Waterfront Hotel, Stockholm featuring 414 rooms adjacent to Scandinavia’s largest congress centre and an exciting new Park Inn in Malmö.

38,901 37,123

35,000

Marriott

Our strategy of further profitable growth through such non-committed contracts includes a strong focus on the emerging markets of Russia/CIS and Africa, which offer great potential due to considerable natural resources, high GDP growth and a lack - or undersupply - of internationally-branded hotel rooms.

145

120

Hilton

Rezidor has 20,000 rooms under development which are scheduled to come online across Europe, the Middle East and Africa during the next three years almost solely fee-based management and franchised contracts.

160

Radisson

We are well positioned for the upturn and continuing our ongoing success story. Our pipeline is ever expanding: the Radisson Blu and Park Inn by Radisson European pipelines are among the largest in their respective market segments.

40,000

169

Hilton

180

Number of Rooms

Radisson

Looking forward to 2011


Business Development New Landmarks

hotline

HOTEL Missoni KUWAIT NOW OPEN From the European cradle of high fashion to the exotic Arabian Gulf. 18 floors of essential Missoni where the sun meets the shimmering sand and sea. Beauty with vibrant colour reflecting the water’s blue coolness and the warmth of the desert’s riches turquoise mosaics stone and gold. Authentic glamour to envelop, enfold and enrapture immerse yourself. 22

• 196 rooms – and 63 suites with amazing views across the Gulf • Cucina and Luna restaurants • Choco Café and terrace • Six Senses spa • large outdoor designer pool and Refresh bar • meetings and events space with ballroom and terrace • world class shopping, dining and entertainment • part of Kuwait’s stunning Symphony Centre

Inspired by life, by culture and by colour this is Hotel Missoni, Kuwait.

www.hotelmissoni.com

A vivid pattern for heartfelt hospitality. 23


Business Development New Landmarks

hotline

HOTEL Missoni KUWAIT NOW OPEN From the European cradle of high fashion to the exotic Arabian Gulf. 18 floors of essential Missoni where the sun meets the shimmering sand and sea. Beauty with vibrant colour reflecting the water’s blue coolness and the warmth of the desert’s riches turquoise mosaics stone and gold. Authentic glamour to envelop, enfold and enrapture immerse yourself. 22

• 196 rooms – and 63 suites with amazing views across the Gulf • Cucina and Luna restaurants • Choco Café and terrace • Six Senses spa • large outdoor designer pool and Refresh bar • meetings and events space with ballroom and terrace • world class shopping, dining and entertainment • part of Kuwait’s stunning Symphony Centre

Inspired by life, by culture and by colour this is Hotel Missoni, Kuwait.

www.hotelmissoni.com

A vivid pattern for heartfelt hospitality. 23


Landmarks

NEW

Business Development New Landmarks

hotline

SWEDEN Radisson Blu Waterfront Hotel, Stockholm

Let’s meet in Stockholm!

It’s a great start to 2011! The Rezidor Hotel Group continues its dynamic success story with the opening of the Radisson Blu Waterfront Hotel, Stockholm – a fantastic new designer flagship right in the heart of the Swedish capital with direct access to the Stockholm Waterfront Congress Centre, one of Scandinavia’s largest and most exciting meeting and event venues.

Right where it’s at

Both the hotel and the congress centre were designed by White, a leading Scandinavian firm of architects, and chic interiors by RPW Design (London). A prime waterfront location, in close proximity to all the sights of Stockholm that have been globally showcased in Stieg Larsson’s phenomenally successful Millennium Trilogy.

24

Room with a view

The hotel’s 414 modern, non-smoking rooms and suites offer stunning views of the Riddarfjarden stretch of water and City Hall. The three top-floor suites feature panoramic windows, the largest suite having 74m2 of floor space - a bedroom with king-size bed, a bathroom with a circular bathtub, a living room with comfortable seating, dining table and television, plus a separate guest toilet.

Eat in or work out

Guests and locals can enjoy the sizzling RBG Bar & Grill: a fun and exciting destination restaurant with a relaxed atmosphere and great views, both of Stockholm’s colourful street life and of Lake Malaren. The menu features fresh and healthy national and international dishes.

Green meetings

The Stockholm Waterfront Congress Centre, with its spectacular glass facade, was designed with sustainability and flexibility in mind: the facade acts as 1,040m2 of solar panelling, generating an average of 1 MW of heating energy per day. The building will be certified in accordance with the new EU Green Building standard, and is actually twice as energy efficient as this standard requires. The Congress Centre, which is also operated by Rezidor, has 14,000m2 of floor space, including a 17 metrehigh auditorium accommodating up to 3,000 people. Advanced solutions for lighting, sound and telecommunications are a key feature and Rezidor’s internationally experienced service teams are on hand to guarantee the success of any type of event – from intimate meetings to big business conferences and sports events.

25


Landmarks

NEW

Business Development New Landmarks

hotline

SWEDEN Radisson Blu Waterfront Hotel, Stockholm

Let’s meet in Stockholm!

It’s a great start to 2011! The Rezidor Hotel Group continues its dynamic success story with the opening of the Radisson Blu Waterfront Hotel, Stockholm – a fantastic new designer flagship right in the heart of the Swedish capital with direct access to the Stockholm Waterfront Congress Centre, one of Scandinavia’s largest and most exciting meeting and event venues.

Right where it’s at

Both the hotel and the congress centre were designed by White, a leading Scandinavian firm of architects, and chic interiors by RPW Design (London). A prime waterfront location, in close proximity to all the sights of Stockholm that have been globally showcased in Stieg Larsson’s phenomenally successful Millennium Trilogy.

24

Room with a view

The hotel’s 414 modern, non-smoking rooms and suites offer stunning views of the Riddarfjarden stretch of water and City Hall. The three top-floor suites feature panoramic windows, the largest suite having 74m2 of floor space - a bedroom with king-size bed, a bathroom with a circular bathtub, a living room with comfortable seating, dining table and television, plus a separate guest toilet.

Eat in or work out

Guests and locals can enjoy the sizzling RBG Bar & Grill: a fun and exciting destination restaurant with a relaxed atmosphere and great views, both of Stockholm’s colourful street life and of Lake Malaren. The menu features fresh and healthy national and international dishes.

Green meetings

The Stockholm Waterfront Congress Centre, with its spectacular glass facade, was designed with sustainability and flexibility in mind: the facade acts as 1,040m2 of solar panelling, generating an average of 1 MW of heating energy per day. The building will be certified in accordance with the new EU Green Building standard, and is actually twice as energy efficient as this standard requires. The Congress Centre, which is also operated by Rezidor, has 14,000m2 of floor space, including a 17 metrehigh auditorium accommodating up to 3,000 people. Advanced solutions for lighting, sound and telecommunications are a key feature and Rezidor’s internationally experienced service teams are on hand to guarantee the success of any type of event – from intimate meetings to big business conferences and sports events.

25


Landmarks

NEW

HIGH QUALITY! BEST VALUE!

Oman

Radisson Blu Hotel, Muscat After clocking up ten years in operation last year, the Radisson Blu Hotel, Muscat, is celebrating yet another milestone in its exciting history with the completion of the first stage of the hotel renovation. Work began in July last year and the first guests were able to enjoy the fresh and modern “And Relax” and “Ocean” room styles by the year end. The hotel owners have made remarkable investments during very challenging times and in addition to the extensive renovation work, the hotel has equipped all rooms with WiFi and has upgraded safety and security by installing additional CCTV cameras and a sprinkler system. For the convenience of business travellers, the hotel is converting three rooms to a state-of-the-art Business Class Lounge. There is no doubt that in Muscat “The Future is Blu”…

26

EASY Perfect double-fired glaze: Villeroy & Boch S.à.r.l. · Hotel & Restaurant 330, rue de Rollingergrund · 2441 Luxembourg Tel.: + (352) 46 82 11 · Fax: + (352) 46 90 22 E-mail: info.hr@villeroy-boch.com

www.villeroy-boch.com/hotel

faultlessly beautiful glaze finish with fine relief structures.

❯❯ Advertisement ❮❮

Poland Hotel Rezydent, Sopot

In an exciting and ever more progressive move, Rezidor is now operating the charming, boutique Hotel Rezydent, Sopot, in Poland’s most sought after and sophisticated resort. The elegant 64-room hotel shares common ownership with the nearby Radisson Blu Hotel, Gdansk, creating many dynamically beneficial operational synergies between the two. Hotel Rezydent, Sopot enjoys a spectacular location on the famous promenade of Bohaterów Monte Cassino in the very heart of the action, just 500 metres away from the beautiful wide and sandy beach. The hotel’s design reflects the sophisticated, cosmopolitan influences that first made Sopot a highly fashionable resort in the 1920’s, suitably updated to suit a sassy 21st century clientele.


Landmarks

NEW

HIGH QUALITY! BEST VALUE!

Oman

Radisson Blu Hotel, Muscat After clocking up ten years in operation last year, the Radisson Blu Hotel, Muscat, is celebrating yet another milestone in its exciting history with the completion of the first stage of the hotel renovation. Work began in July last year and the first guests were able to enjoy the fresh and modern “And Relax” and “Ocean” room styles by the year end. The hotel owners have made remarkable investments during very challenging times and in addition to the extensive renovation work, the hotel has equipped all rooms with WiFi and has upgraded safety and security by installing additional CCTV cameras and a sprinkler system. For the convenience of business travellers, the hotel is converting three rooms to a state-of-the-art Business Class Lounge. There is no doubt that in Muscat “The Future is Blu”…

26

EASY Perfect double-fired glaze: Villeroy & Boch S.à.r.l. · Hotel & Restaurant 330, rue de Rollingergrund · 2441 Luxembourg Tel.: + (352) 46 82 11 · Fax: + (352) 46 90 22 E-mail: info.hr@villeroy-boch.com

www.villeroy-boch.com/hotel

faultlessly beautiful glaze finish with fine relief structures.

❯❯ Advertisement ❮❮

Poland Hotel Rezydent, Sopot

In an exciting and ever more progressive move, Rezidor is now operating the charming, boutique Hotel Rezydent, Sopot, in Poland’s most sought after and sophisticated resort. The elegant 64-room hotel shares common ownership with the nearby Radisson Blu Hotel, Gdansk, creating many dynamically beneficial operational synergies between the two. Hotel Rezydent, Sopot enjoys a spectacular location on the famous promenade of Bohaterów Monte Cassino in the very heart of the action, just 500 metres away from the beautiful wide and sandy beach. The hotel’s design reflects the sophisticated, cosmopolitan influences that first made Sopot a highly fashionable resort in the 1920’s, suitably updated to suit a sassy 21st century clientele.


Business Development New Landmarks

Landmarks

NEW

hotline

TURKEY

UNITED KINGDOM

Radisson Blu Hotel, Istanbul Şișli Opening 2012

Radisson Blu Hotel, Newcastle Opening 2013

• 305 rooms and suites

• 170 rooms

• 2 restaurants plus terrace

• Restaurant and bar

• 20 meeting rooms (combined 1,300m2)

• 4 conference rooms (total 400m2)

• 1 ballroom (720m2)

• Fitness centre (150m2)

• Spa and wellness area (875m ) 2

• Outdoor swimming pool • 180 parking spaces

TURKEY

SWEDEN

Hotel Missoni Antalya Belek Opening 2013

Radisson Blu Hotel, Gothenburg Opening 2013

• 110 rooms and suites

• 266 rooms

• 38 villas with living area and kitchenette

• Restaurant and bar

• 2 restaurants, including Missoni ‘Cucina’

• 4 meeting rooms (total 150m2)

• Lounge bar

• Spa with indoor pool, sauna, gym and treatment rooms

• Ballroom and meeting areas (total 940 m2)

• Underground parking

• 1,140m2 Spa with fitness, Turkish bath and treatment rooms • 2 outdoor swimming pools • Kids’ club

UNITED KINGDOM

RUSSIA

Park Inn Bournemouth Opening 2013

Park Inn Sochi Riviera Opening 2013

• 172 rooms

• 198 rooms

• Restaurant and lobby bar

• Restaurant and lounge bar

• Meeting space (110m2)

• 550m2 meeting space, including 138m2 hall and 4 meeting rooms

• Gym (70m2)

• Business centre

• Public parking adjacent to hotel

• Wellness centre, including fitness, indoor pool, sauna and hammam • Parking

28

29


Business Development New Landmarks

Landmarks

NEW

hotline

TURKEY

UNITED KINGDOM

Radisson Blu Hotel, Istanbul Şișli Opening 2012

Radisson Blu Hotel, Newcastle Opening 2013

• 305 rooms and suites

• 170 rooms

• 2 restaurants plus terrace

• Restaurant and bar

• 20 meeting rooms (combined 1,300m2)

• 4 conference rooms (total 400m2)

• 1 ballroom (720m2)

• Fitness centre (150m2)

• Spa and wellness area (875m ) 2

• Outdoor swimming pool • 180 parking spaces

TURKEY

SWEDEN

Hotel Missoni Antalya Belek Opening 2013

Radisson Blu Hotel, Gothenburg Opening 2013

• 110 rooms and suites

• 266 rooms

• 38 villas with living area and kitchenette

• Restaurant and bar

• 2 restaurants, including Missoni ‘Cucina’

• 4 meeting rooms (total 150m2)

• Lounge bar

• Spa with indoor pool, sauna, gym and treatment rooms

• Ballroom and meeting areas (total 940 m2)

• Underground parking

• 1,140m2 Spa with fitness, Turkish bath and treatment rooms • 2 outdoor swimming pools • Kids’ club

UNITED KINGDOM

RUSSIA

Park Inn Bournemouth Opening 2013

Park Inn Sochi Riviera Opening 2013

• 172 rooms

• 198 rooms

• Restaurant and lobby bar

• Restaurant and lounge bar

• Meeting space (110m2)

• 550m2 meeting space, including 138m2 hall and 4 meeting rooms

• Gym (70m2)

• Business centre

• Public parking adjacent to hotel

• Wellness centre, including fitness, indoor pool, sauna and hammam • Parking

28

29


Landmarks

NEW

RUSSIA

SIERRA LEONE

Park Inn Nizhny Novgorod Opening 2013

Radisson Blu Mammy Yoko Hotel, Freetown Opening Q4-2011

• 150 rooms • All-day restaurant and lobby bar • 3 meeting rooms • Parking

RUSSIA

• 171 rooms and suites

Park Inn Volgograd Opening 2013

• 3 conference rooms (total 450m2)

• Restaurant with outdoor terrace • Lobby bar/patisserie, library bar, lounge bar and terrace • Business centre • Gym, swimming pool, 2 tennis courts and beach club • Retail

• 150 rooms

• Parking

• All-day restaurant and lobby bar • 280m2 meeting space, including 4 meeting rooms • Parking

FRANCE Park Inn Lille Opening 2012

GHANA Radisson Blu Hotel, Accra Opening 2013

Rediscover the joy of cooking. For 35 years, combi steamers from Eloma have ensured the love and joy of cooking and eating remain a great pleasure. The various fields of

• 168 rooms and suites, including 20 apartments

application, ease of use and low energy consumption, represent premium

• All-day restaurant and lobby bar

quality “Made in Germany”. Its most outstanding feature: the effortlessness at which temperature and humidity is adjusted, guarantees a perfect

• Gym and swimming pool with terrace

• 127 rooms

• Business centre

• Restaurant and Bar

• Parking

• Meeting space

cooking result. This comes as no surprise that our combi steamers continue to enjoy worldwide success.

• Fitness • Parking available in the adjacent stadium • Part of a mixed-use development of the Grand Stade Lille Métropole (50,000 seats)

30

Eloma GmbH · Innovative Cooking and Baking Technology + 49 (0) 8141 - 395 - 0 · www.eloma.com

❯❯ Advertisement ❮❮

• 300m2 meeting space


Landmarks

NEW

RUSSIA

SIERRA LEONE

Park Inn Nizhny Novgorod Opening 2013

Radisson Blu Mammy Yoko Hotel, Freetown Opening Q4-2011

• 150 rooms • All-day restaurant and lobby bar • 3 meeting rooms • Parking

RUSSIA

• 171 rooms and suites

Park Inn Volgograd Opening 2013

• 3 conference rooms (total 450m2)

• Restaurant with outdoor terrace • Lobby bar/patisserie, library bar, lounge bar and terrace • Business centre • Gym, swimming pool, 2 tennis courts and beach club • Retail

• 150 rooms

• Parking

• All-day restaurant and lobby bar • 280m2 meeting space, including 4 meeting rooms • Parking

FRANCE Park Inn Lille Opening 2012

GHANA Radisson Blu Hotel, Accra Opening 2013

Rediscover the joy of cooking. For 35 years, combi steamers from Eloma have ensured the love and joy of cooking and eating remain a great pleasure. The various fields of

• 168 rooms and suites, including 20 apartments

application, ease of use and low energy consumption, represent premium

• All-day restaurant and lobby bar

quality “Made in Germany”. Its most outstanding feature: the effortlessness at which temperature and humidity is adjusted, guarantees a perfect

• Gym and swimming pool with terrace

• 127 rooms

• Business centre

• Restaurant and Bar

• Parking

• Meeting space

cooking result. This comes as no surprise that our combi steamers continue to enjoy worldwide success.

• Fitness • Parking available in the adjacent stadium • Part of a mixed-use development of the Grand Stade Lille Métropole (50,000 seats)

30

Eloma GmbH · Innovative Cooking and Baking Technology + 49 (0) 8141 - 395 - 0 · www.eloma.com

❯❯ Advertisement ❮❮

• 300m2 meeting space


Landmarks

NEW The Netherlands

Germany

Radisson Blu Hotel, Amsterdam

Radisson Blu Park Hotel, Dresden Radebeul

Since it opened in 1990, the Radisson Blu Hotel, Amsterdam, has been renowned for its innovative, creative and dynamic approach. March 2011 marked the move to the next level in cool chic, with the transformation of 30 former Art Deco rooms into the “Naturally Cool” style. All available in the Business Class room type, the rooms will feature extensive amenities, including a 37 inch flat-screen TV and a completely new bathroom. Another major change is the refurbishment of the Amsterdam Suite, which will lose its Maritime style and make its comeback as a “New York Mansion”. Great features include two 42 inch flat-screen Apple TVs, one in the bathroom, and a Bose Surround Sound system. The bathroom will be fitted with both a Jacuzzi and a sauna for ultimate relaxation. With a nod to the past, the suite will be renamed “New Amsterdam”, aptly linking the cities’ rich shared histories.

SWEDEN

With the opening of its brand-new, state-of-the-art convention centre, featuring 16 multifunctional meeting rooms totalling 1,100m2 of space, the Radisson Blu Park Hotel, Dresden Radebeul (Germany), can now boast conference facilities spanning more than 1,650m2, accommodating up to 1,500 people. The fully sound-proofed centre is directly linked to the hotel and also offers direct vehicle access for presentations. In keeping with the hotel’s tranquil and picturesque setting in a protected vineyard area, the roof of the new Conference Centre is completely landscaped with grass and vines to ensure that the building blends in with the surrounding landscape.

THE BENCHMARK FOR QUALITY AND INNOVATION Starting from small undercounter dishwashers to large semi- and fully automatic warewash solutions HOBART is market leader in commercial warewash and catering equipment for bars, restaurants, hotels, canteens, bakeries, butcheries, hospitals, cruise vessels and airports. The products meet exceptional quality standards.

The PREMAX dishwashing range features excellent wash performance and low water, energy and detergent consumption leading to high efficiency and top economy.

Park Inn Malmö

32

ECONOMICAL Save up to 50 % water, 30 % energy and 80 % detergent. ECOLOGICAL Reduced energy requirement means reduced CO2 emissions, and the PREMAX saves the earth’s resources while contributing to a cleaner environment. ❯❯ Advertisement ❮❮

Situated near the buzzing waterfront area of Västra Hammen (the Western Harbour), adjacent to the World Trade Centre, the brand-new Park Inn Malmö opened in January, complementing Rezidor’s strong Swedish portfolio. With the landmark Turning Torso skyscraper and Malmö University as neighbours, the hotel is ideally placed in the city’s fastest growing area, close to several restaurants, cafés, shops and chic, trendy residential properties. The hotel features 231 modern and vibrantly colourful guest rooms. The lively RBG Bar & Grill tempts diners with a delicious menu of succulent steaks, gourmet burgers, local specialities, light bites and signature dishes from the grill. Seven modern and flexible meeting rooms spread over 170m2 offer exceptional amenities, perfect for all manner of functions ranging from small intimate meetings to large corporate events, banquets and weddings.

INNOVATIVE More than 100 patent applications in the PREMAX series alone.

HOBART GMBH • 77656 Offenburg/GERMANY • www.hobart-export.com WAREWASHING

COOKING

FOOD PREPARATION

WASTE TREATMENT

SERVICE


Landmarks

NEW The Netherlands

Germany

Radisson Blu Hotel, Amsterdam

Radisson Blu Park Hotel, Dresden Radebeul

Since it opened in 1990, the Radisson Blu Hotel, Amsterdam, has been renowned for its innovative, creative and dynamic approach. March 2011 marked the move to the next level in cool chic, with the transformation of 30 former Art Deco rooms into the “Naturally Cool” style. All available in the Business Class room type, the rooms will feature extensive amenities, including a 37 inch flat-screen TV and a completely new bathroom. Another major change is the refurbishment of the Amsterdam Suite, which will lose its Maritime style and make its comeback as a “New York Mansion”. Great features include two 42 inch flat-screen Apple TVs, one in the bathroom, and a Bose Surround Sound system. The bathroom will be fitted with both a Jacuzzi and a sauna for ultimate relaxation. With a nod to the past, the suite will be renamed “New Amsterdam”, aptly linking the cities’ rich shared histories.

SWEDEN

With the opening of its brand-new, state-of-the-art convention centre, featuring 16 multifunctional meeting rooms totalling 1,100m2 of space, the Radisson Blu Park Hotel, Dresden Radebeul (Germany), can now boast conference facilities spanning more than 1,650m2, accommodating up to 1,500 people. The fully sound-proofed centre is directly linked to the hotel and also offers direct vehicle access for presentations. In keeping with the hotel’s tranquil and picturesque setting in a protected vineyard area, the roof of the new Conference Centre is completely landscaped with grass and vines to ensure that the building blends in with the surrounding landscape.

THE BENCHMARK FOR QUALITY AND INNOVATION Starting from small undercounter dishwashers to large semi- and fully automatic warewash solutions HOBART is market leader in commercial warewash and catering equipment for bars, restaurants, hotels, canteens, bakeries, butcheries, hospitals, cruise vessels and airports. The products meet exceptional quality standards.

The PREMAX dishwashing range features excellent wash performance and low water, energy and detergent consumption leading to high efficiency and top economy.

Park Inn Malmö

32

ECONOMICAL Save up to 50 % water, 30 % energy and 80 % detergent. ECOLOGICAL Reduced energy requirement means reduced CO2 emissions, and the PREMAX saves the earth’s resources while contributing to a cleaner environment. ❯❯ Advertisement ❮❮

Situated near the buzzing waterfront area of Västra Hammen (the Western Harbour), adjacent to the World Trade Centre, the brand-new Park Inn Malmö opened in January, complementing Rezidor’s strong Swedish portfolio. With the landmark Turning Torso skyscraper and Malmö University as neighbours, the hotel is ideally placed in the city’s fastest growing area, close to several restaurants, cafés, shops and chic, trendy residential properties. The hotel features 231 modern and vibrantly colourful guest rooms. The lively RBG Bar & Grill tempts diners with a delicious menu of succulent steaks, gourmet burgers, local specialities, light bites and signature dishes from the grill. Seven modern and flexible meeting rooms spread over 170m2 offer exceptional amenities, perfect for all manner of functions ranging from small intimate meetings to large corporate events, banquets and weddings.

INNOVATIVE More than 100 patent applications in the PREMAX series alone.

HOBART GMBH • 77656 Offenburg/GERMANY • www.hobart-export.com WAREWASHING

COOKING

FOOD PREPARATION

WASTE TREATMENT

SERVICE


Business Development New Landmarks

Landmarks

hotline

NEW BELGIUM Park Inn Brussels Midi The bustling capital of Europe and home to Rezidor’s Head Office, Brussels is the stage for the latest addition to the growing Rezidor cast: the Park Inn Brussels Midi. And it promises to be a showstopper! The Group’s tenth hotel in Belgium, and its first Park Inn in Brussels, is in a prime position opposite the city’s main train station, the Gare du Midi (South station), which welcomes 15 million passengers annually with daily connections to key European cities. The area surrounding the station is undergoing a major transformation, called the South City development, which includes the hotel and 33,000m2 of office and retail space. The Park Inn Brussels Midi offers 142 guest rooms, including 40 spacious business-friendly rooms and two handicap-accessible rooms. Rezidor brings its signature RBG Bar & Grill to one of the world’s most distinguished food capitals. Guests enjoy complimentary access to the top-floor fitness room, featuring state-of-the-art exercise equipment – and magnificent views over Brussels. The hotel boasts flexible conference facilities perfect for business meetings or special events for up to 125 guests, including a pre-function area, a modular 75m2 conference room and a large 56m2 meeting room, each of which feature individual climate control, natural daylight and the latest in audiovisual equipment. Convenient access to a major railway station and motorways makes this the venue of choice for event planners!

GERMANY

Radisson Blu Schwarzer Bock Hotel, Wiesbaden Capital Hotel Management B.V., which owns the Radisson Blu Schwarzer Bock Hotel in Wiesbaden (Germany), is currently investing 1.2 million euros in this traditional hotel to revive its spa culture. Following extensive renovation and refurbishment, the hotel’s ancient Bath House has become a symphony of classic bath-house design and contemporary spa facilities. The work on the historical section of the spa area has been done in close cooperation with the appropriate authorities to ensure that the atmosphere of the centuries-old spa culture with its private baths and treatment rooms would be preserved. It now features four cubicles for bathtubs (with thermal hot spring water), relaxing soaks and massages, while the modern spa area offers Finnish sauna, steam room, sensory showers and invigorating cold showers, heated bench and footbaths.

Situated 2 km south of the city centre, with easy access to key sights and a stone’s throw from excellent shopping, world-renowned cuisine and a lively night-life scene, the Park Inn Brussels Midi places guests at the heart of buzzing Brussels city life and offers the perfect base for conducting business and exploring this cosmopolitan city’s top attractions.

34

35


Business Development New Landmarks

Landmarks

hotline

NEW BELGIUM Park Inn Brussels Midi The bustling capital of Europe and home to Rezidor’s Head Office, Brussels is the stage for the latest addition to the growing Rezidor cast: the Park Inn Brussels Midi. And it promises to be a showstopper! The Group’s tenth hotel in Belgium, and its first Park Inn in Brussels, is in a prime position opposite the city’s main train station, the Gare du Midi (South station), which welcomes 15 million passengers annually with daily connections to key European cities. The area surrounding the station is undergoing a major transformation, called the South City development, which includes the hotel and 33,000m2 of office and retail space. The Park Inn Brussels Midi offers 142 guest rooms, including 40 spacious business-friendly rooms and two handicap-accessible rooms. Rezidor brings its signature RBG Bar & Grill to one of the world’s most distinguished food capitals. Guests enjoy complimentary access to the top-floor fitness room, featuring state-of-the-art exercise equipment – and magnificent views over Brussels. The hotel boasts flexible conference facilities perfect for business meetings or special events for up to 125 guests, including a pre-function area, a modular 75m2 conference room and a large 56m2 meeting room, each of which feature individual climate control, natural daylight and the latest in audiovisual equipment. Convenient access to a major railway station and motorways makes this the venue of choice for event planners!

GERMANY

Radisson Blu Schwarzer Bock Hotel, Wiesbaden Capital Hotel Management B.V., which owns the Radisson Blu Schwarzer Bock Hotel in Wiesbaden (Germany), is currently investing 1.2 million euros in this traditional hotel to revive its spa culture. Following extensive renovation and refurbishment, the hotel’s ancient Bath House has become a symphony of classic bath-house design and contemporary spa facilities. The work on the historical section of the spa area has been done in close cooperation with the appropriate authorities to ensure that the atmosphere of the centuries-old spa culture with its private baths and treatment rooms would be preserved. It now features four cubicles for bathtubs (with thermal hot spring water), relaxing soaks and massages, while the modern spa area offers Finnish sauna, steam room, sensory showers and invigorating cold showers, heated bench and footbaths.

Situated 2 km south of the city centre, with easy access to key sights and a stone’s throw from excellent shopping, world-renowned cuisine and a lively night-life scene, the Park Inn Brussels Midi places guests at the heart of buzzing Brussels city life and offers the perfect base for conducting business and exploring this cosmopolitan city’s top attractions.

34

35


KUWaIT 30 Years celebrations with a facelift The Radisson Blu Hotel in Kuwait, the first “SAS hotel” outside Scandinavia, was proud to host its 30th anniversary party on 6 December 2010. The guest list included the hotel’s very first General Manager, Kurt Ritter, who knew Kuwait as a quiet desert city. He took advantage of this grand occasion to honour the hotel’s Super Six staff, who have been with the hotel since the very beginning. The guests, some of whom have been using the hotel since it opened, took a trip down memory lane reliving the hotel’s history in numerous images whilst enjoying live cooking stations and a jazz band. The main part of the building has since closed for major redevelopment, scheduled to finish in 2012. Some facilities will remain fully operational during the renovation, including the ballroom, conference rooms, restaurants and health club. A specially installed camera will monitor progress – check out YouTube, Facebook, Twitter and LinkedIn for updates.

Openings

Park Inn Oslo Airport

tHe leGendaRy GeneRal manaGeRs, inCludinG kuRt RitteR (fiRst GeneRal manaGeR), witH owneR mR maRafie (2nd fRom RiGHt)

tHe new desiGn

Park Inn

Frankfurt Airport

“HALBMOND OFFER A NEW CARPET DIMENSION FOR REZIDOR” • Unique design styling • Innovative Manufacturing Technology • Just in time delivery • Detailed planning, project management & installation • Special Rezidor rates for every requirement

Account Executive: Douglas Campbell douglas.campbell@halbmond.de • Tel: +44 (0) 7500 796 900 Key Account Designer: Narinder Campbell narinder.campbell@halbmond.de

ParPalkacIenn

Factory Contact: Katrin Herzog Katrin.herzog@halbmond.de

n-Sea Southend-o

36

www.halbmond.de

❯❯ Advertisement ❮❮

D N a R G


KUWaIT 30 Years celebrations with a facelift The Radisson Blu Hotel in Kuwait, the first “SAS hotel” outside Scandinavia, was proud to host its 30th anniversary party on 6 December 2010. The guest list included the hotel’s very first General Manager, Kurt Ritter, who knew Kuwait as a quiet desert city. He took advantage of this grand occasion to honour the hotel’s Super Six staff, who have been with the hotel since the very beginning. The guests, some of whom have been using the hotel since it opened, took a trip down memory lane reliving the hotel’s history in numerous images whilst enjoying live cooking stations and a jazz band. The main part of the building has since closed for major redevelopment, scheduled to finish in 2012. Some facilities will remain fully operational during the renovation, including the ballroom, conference rooms, restaurants and health club. A specially installed camera will monitor progress – check out YouTube, Facebook, Twitter and LinkedIn for updates.

Openings

Park Inn Oslo Airport

tHe leGendaRy GeneRal manaGeRs, inCludinG kuRt RitteR (fiRst GeneRal manaGeR), witH owneR mR maRafie (2nd fRom RiGHt)

tHe new desiGn

Park Inn

Frankfurt Airport

“HALBMOND OFFER A NEW CARPET DIMENSION FOR REZIDOR” • Unique design styling • Innovative Manufacturing Technology • Just in time delivery • Detailed planning, project management & installation • Special Rezidor rates for every requirement

Account Executive: Douglas Campbell douglas.campbell@halbmond.de • Tel: +44 (0) 7500 796 900 Key Account Designer: Narinder Campbell narinder.campbell@halbmond.de

ParPalkacIenn

Factory Contact: Katrin Herzog Katrin.herzog@halbmond.de

n-Sea Southend-o

36

www.halbmond.de

❯❯ Advertisement ❮❮

D N a R G


Feature rezPIN: Are you in it to win it?

hotline

One of the hotel industry’s most effective procurement systems Rezidor is not just one of the fastest growing hospitality companies; it’s also the industry’s best online store offering unbeatable, top quality deals - and substantial savings of 15-20% on total purchasing costs - to all our new and existing hotel owners and all our franchisees. The size of Rezidor’s ever-expanding operation results in massive economies of scale. With more than 400 hotels in Europe, the Middle East and Africa, we buy BIG - so we can buy the absolute best for less. And we’re committed to passing all these real and significant benefits onto our stakeholders: buying through our user-friendly rezPIN online network can save our hotels an amazing 15-20% on their total purchasing cost. Rezidor’s Purchasing Services, Future Openings and Operations team are on hand right from the beginning of every hotel development to offer advice about using rezPIN to save both time and money, while ensuring compliance with Rezidor’s exacting standards. We want everyone to benefit!

38

hotline’s Editor-in-Chief, Renu Snehi, talks to David Dreschner, Rezidor’s Vice President of Corporate Purchasing Services about rezPIN’s impressive benefits and the powerful bonus scheme.

high brand standards for minimum cost and minimum effort. We use our wealth of experience to ensure that all individual goods and services work in perfect harmony to create synergies for the mutual success of Rezidor and its partners.

rezPIN is an industry leader in online procurement solutions. Tell us more! rezPIN is a web-based platform where buyers can find quick and easy information about all the top quality products and services used in our hotels. It was created in 1998, essentially as a way for Rezidor – and our hotels – to save money. And it has now established itself as the industry’s leading e-procurement system, offering a huge range of quality products and services at the most competitive prices, all of which meet our stringent brand and operating standards.

As a global company - with more than 400 hotels in 64 countries and strong strategic partnerships - we buy bigger and better at the best prices and conditions. Our strategic alliance with Carlson Hotels Worldwide gives us the added leverage to create profitable synergies at a global level. We then use the collective buying volumes of our hotels to maximise the potential savings available to our hotels and hotel owners.

Why should hotel owners buy on rezPIN, and not through other sources? Because we guarantee the best return on investment at all times. Our extensive network of suppliers consists of leading companies with a proven track record of success and credibility within the industry. We don’t want to buy the cheapest product - we want to buy what’s right for our brands and our customers. Only Rezidor approved suppliers are featured on rezPIN - making it easy for our hotels and owners to maintain the necessary, very

It’s really simple! The MORE we buy as a group, the MORE discounts we can get and the MORE we can give back to our hotels as bonus. It’s a win-win-win innovation. It’s easy, it works and it saves money! Why wouldn’t a hotel or hotel owner want to take advantage of it? Let’s talk about the paybacks! How much savings can hotel owners make through rezPIN? We have the ability to offer 15-20% savings on all purchasing costs! No surprise that these savings are cited as one of the most compelling reasons for new hotel owners to join Rezidor system. In addition, as a recognition of Rezidor’s loyalty and

David Dreschner Vice President, Corporate Purchasing Services

Are you in it to win it?

business, our suppliers reward us with a rezPIN bonus, based on the buyers proportion of the total amount spent through the contracted suppliers. This bonus is given back to the buyer after the Purchasing Services costs have been deducted. To give you an idea of the significant sums involved: Rezidor’s total purchasing turnover from contracted suppliers was 109 MEUR in 2009. And a very impressive 3.1 million EUR was paid back. That’s quite some payback! The rezPIN bonus can be paid to the owner, the developer or the hotel itself. How easy and safe is rezPIN? Very! www.rezpin.com is really fast to access with a personalised user name and password, instantly opening up a whole world of essential information and choices about

We have the ability to offer 15-20% savings on all purchasing costs! No surprise that these savings are cited as one of the most compelling reasons for new hotel owners to join Rezidor system. products and suppliers. There’s a clear and comprehensive index under straightforward headings: Suppliers, Products and Locations, along with detailed price information, technical descriptions, design specifications and suppliers contact details. Everything you need is right there: pre-defined requisition templates, approval flows, investment applications, budgets, contract management, receiving goods, reporting, plus - much, much more! By making e-procurement a business management intelligence tool, the system offers tailor made spend management, fulfilling the needs of each individual hotel, while ensuring strict compliance with Rezidor’s Responsible Business Programme, our Code of Conduct and other corporate policies. And help is always on hand at support@rezpin.com.

What’s in store as move on into 2011? Our plan is to continue building and strengthening our network of trusted global partnerships with a dynamic team spread strategically all over our areas of operation. Purchasing Services is a strong pillar of Rezidor’s exponential growth and a vital part of our cost growth management and operational efficiency strategies. Moving forwards, we will strive to increase awareness of our fantastic rezPIN offering and its amazing benefits. We aim to have all our hotels and stakeholders buying through our exclusive procurement service – creating even BIGGER economies of scale, resulting in even BIGGER SAVINGS for everyone…

◆ 39


Feature rezPIN: Are you in it to win it?

hotline

One of the hotel industry’s most effective procurement systems Rezidor is not just one of the fastest growing hospitality companies; it’s also the industry’s best online store offering unbeatable, top quality deals - and substantial savings of 15-20% on total purchasing costs - to all our new and existing hotel owners and all our franchisees. The size of Rezidor’s ever-expanding operation results in massive economies of scale. With more than 400 hotels in Europe, the Middle East and Africa, we buy BIG - so we can buy the absolute best for less. And we’re committed to passing all these real and significant benefits onto our stakeholders: buying through our user-friendly rezPIN online network can save our hotels an amazing 15-20% on their total purchasing cost. Rezidor’s Purchasing Services, Future Openings and Operations team are on hand right from the beginning of every hotel development to offer advice about using rezPIN to save both time and money, while ensuring compliance with Rezidor’s exacting standards. We want everyone to benefit!

38

hotline’s Editor-in-Chief, Renu Snehi, talks to David Dreschner, Rezidor’s Vice President of Corporate Purchasing Services about rezPIN’s impressive benefits and the powerful bonus scheme.

high brand standards for minimum cost and minimum effort. We use our wealth of experience to ensure that all individual goods and services work in perfect harmony to create synergies for the mutual success of Rezidor and its partners.

rezPIN is an industry leader in online procurement solutions. Tell us more! rezPIN is a web-based platform where buyers can find quick and easy information about all the top quality products and services used in our hotels. It was created in 1998, essentially as a way for Rezidor – and our hotels – to save money. And it has now established itself as the industry’s leading e-procurement system, offering a huge range of quality products and services at the most competitive prices, all of which meet our stringent brand and operating standards.

As a global company - with more than 400 hotels in 64 countries and strong strategic partnerships - we buy bigger and better at the best prices and conditions. Our strategic alliance with Carlson Hotels Worldwide gives us the added leverage to create profitable synergies at a global level. We then use the collective buying volumes of our hotels to maximise the potential savings available to our hotels and hotel owners.

Why should hotel owners buy on rezPIN, and not through other sources? Because we guarantee the best return on investment at all times. Our extensive network of suppliers consists of leading companies with a proven track record of success and credibility within the industry. We don’t want to buy the cheapest product - we want to buy what’s right for our brands and our customers. Only Rezidor approved suppliers are featured on rezPIN - making it easy for our hotels and owners to maintain the necessary, very

It’s really simple! The MORE we buy as a group, the MORE discounts we can get and the MORE we can give back to our hotels as bonus. It’s a win-win-win innovation. It’s easy, it works and it saves money! Why wouldn’t a hotel or hotel owner want to take advantage of it? Let’s talk about the paybacks! How much savings can hotel owners make through rezPIN? We have the ability to offer 15-20% savings on all purchasing costs! No surprise that these savings are cited as one of the most compelling reasons for new hotel owners to join Rezidor system. In addition, as a recognition of Rezidor’s loyalty and

David Dreschner Vice President, Corporate Purchasing Services

Are you in it to win it?

business, our suppliers reward us with a rezPIN bonus, based on the buyers proportion of the total amount spent through the contracted suppliers. This bonus is given back to the buyer after the Purchasing Services costs have been deducted. To give you an idea of the significant sums involved: Rezidor’s total purchasing turnover from contracted suppliers was 109 MEUR in 2009. And a very impressive 3.1 million EUR was paid back. That’s quite some payback! The rezPIN bonus can be paid to the owner, the developer or the hotel itself. How easy and safe is rezPIN? Very! www.rezpin.com is really fast to access with a personalised user name and password, instantly opening up a whole world of essential information and choices about

We have the ability to offer 15-20% savings on all purchasing costs! No surprise that these savings are cited as one of the most compelling reasons for new hotel owners to join Rezidor system. products and suppliers. There’s a clear and comprehensive index under straightforward headings: Suppliers, Products and Locations, along with detailed price information, technical descriptions, design specifications and suppliers contact details. Everything you need is right there: pre-defined requisition templates, approval flows, investment applications, budgets, contract management, receiving goods, reporting, plus - much, much more! By making e-procurement a business management intelligence tool, the system offers tailor made spend management, fulfilling the needs of each individual hotel, while ensuring strict compliance with Rezidor’s Responsible Business Programme, our Code of Conduct and other corporate policies. And help is always on hand at support@rezpin.com.

What’s in store as move on into 2011? Our plan is to continue building and strengthening our network of trusted global partnerships with a dynamic team spread strategically all over our areas of operation. Purchasing Services is a strong pillar of Rezidor’s exponential growth and a vital part of our cost growth management and operational efficiency strategies. Moving forwards, we will strive to increase awareness of our fantastic rezPIN offering and its amazing benefits. We aim to have all our hotels and stakeholders buying through our exclusive procurement service – creating even BIGGER economies of scale, resulting in even BIGGER SAVINGS for everyone…

◆ 39


The perfect gift ...the Radisson Blu gift card

ions t a l u t a r Cong

Enjoy

tions a l u t a r g n o C Imagine! A city break in Stockholm, a romantic dinner in Paris, a shopping break in Glasgow or Dubai or a spa break in Ireland. The choice is yours! The gift card can be used at more than 250 hotels in 33 participating countries.

radissonblu.com/giftcard

Good luck

!


The perfect gift ...the Radisson Blu gift card

ions t a l u t a r Cong

Enjoy

tions a l u t a r g n o C Imagine! A city break in Stockholm, a romantic dinner in Paris, a shopping break in Glasgow or Dubai or a spa break in Ireland. The choice is yours! The gift card can be used at more than 250 hotels in 33 participating countries.

radissonblu.com/giftcard

Good luck

!


Feature The Global Hotel Steering Committee

Please tell us more about the Global Hotel Steering Committee and the role Rezidor is playing in it? Let’s start from the very beginning! Carlson is a leading, global, privately held hospitality and travel company. Its global hotel portfolio, which includes Rezidor hotels and resorts, features more than 1,070 hotels in 77 countries. In addition, Carlson also operates more than 900 restaurants in 60 countries, and holds majority stake in Carlson Wagonlit Travel (55%) and The Rezidor Hotel Group (50.03%).

kuRt RitteR, RezidoR’s PResident & Ceo HuBeRt Joly, CaRlson’s PResident & Ceo

Since 1994, Rezidor has worked hand in hand with Carlson as the master franchisee of its brands in Europe, Middle East & Africa (EMEA). 17 years later, we have build up a strong footprint of over 400 hotels and 89,000 rooms in operation or under development in 63 countries in our region. We have also established Radisson as the Largest Upscale hotel brand in Europe and Park Inn as the fastest growing mid-market hotel brand. We are also retaining industry leading pipelines for both segments in Europe.

The Global Hotel Steering Committee What, Who, How? And Why Now?

Rezidor’s longstanding, ongoing partnership with the US based Carlson Group brings many invaluable mutual benefits. Carlson is the owner of Rezidor’s hotel brands as well as the revenue generation and distribution system. It is also Rezidor’s majority shareholder and the two companies enjoy a dynamically advantageous synergy, sharing an innovative approach to hospitality, the same Yes I Can! service ethos, the same driving ambition and desire for rapid growth, along many other visionary commonalities. Following the launch of Carlson’s exciting Ambition 2015 strategy last year, a super strength Global Hotel Steering Committee was established – including senior executives from Rezidor and Carlson – to ensure the alignment of all Carlson brands throughout the world, drive revenue generation and develop further synergies to build on both companies’ existing successes. Rezidor President and CEO Kurt Ritter tells all to Renu Snehi, Editor-in-Chief, for hotline readers.

Both Carlson and Rezidor have far-reaching growth and expansion plans: we share a drive and passion for the further successful development of our brands and for increasing revenue generation, and to move forward as one major force we formed the Global Hotel Steering Committee to share best practices, create operational and marketing synergies and align the brand standards globally. With Revenue Generation being the main focus area; let’s start with Sales - what is the Committee’s ambitions? We want ALL our sales people based worldwide to sell ALL brands and hotels located worldwide. This is extremely important for Rezidor, as we have not been getting our fair share of the American and Asian traveller segment due to brand differences, awareness and reach. We are now establishing a Global Sales Office (GSO) in Asia Pacific, Mexico and Brazil to promote cross selling. We will than leverage this enlarged network with extended and aligned objectives, incentive compensation and integrated sales activity plans across the globe. We also aim to align our sales incentive plans to achieve our intercontinental objectives through a total of 19 GSO Offices with 162 Sales Executives under the leadership of Olivier Jacquin, Senior Vice President Sales, Marketing, CRM & Distribution. Global Key Accounts will be defined and a new

CWT partnership agreement will be instated. We are also working together to co-ordinate our global tradeshow representation, our branding and our sales activities and we will adopt a global contact management system (www. salesforce.com). Plus, we will re-define our Look to Book Strategy. One of the most exciting things to emerge from the GHS Committee is our brilliant new loyalty programme - Club CarlsonSM. Can you please elaborate on the thinking and the benefits? Our fantastic new Club CarlsonSM replaces “goldpoints plusSM”. Announced in February with a March 31 launch date - it offers simply the “Best Customer Value Proposition” with the “Fastest Free Nights” in the industry. We designed the Club Carlson offering to help drive further growth and results, and we expect a big boost in enrolments globally and count on all our hotels to make this a mega success. Club Carlson members will benefit from an enhanced array of first-class redemption opportunities, including stays at Rezidor and Carlson global resorts: they can earn points for every eligible stay from more than 1,000 Radisson, Country Inns & Suites, Park Inn and Park Plaza hotels worldwide. The launch will be promoted with a 10 million US dollar launch budget. Club Carlson is an excellent example of how we are working together to create maximum value for our customers worldwide and building brand awareness across all theatres of our operations.

(Editor’s Note: Read more about Club Carlson in this issue of hotline!). Is social media on the agenda as well? Absolutely! The explosion of social media is one of the greatest phenomena of the 21st century and it’s essential that Carlson & Rezidor fully engage with all the dynamic new marketing opportunities that are becoming available on an almost daily basis. Upcoming innovations will include the introduction of new brand web functionality, mobile web functionality; iPhone Apps; BlackBerry and Android Club Carlson applications; mobile websites for Park Inn, Park Plaza and Club Carlson, plus a purposeful channel shift to brand.com. In terms of Brand Marketing, the Global Hotel Steering Committee has agreed some important strategies, such as: globalising the (originally created by Rezidor) “Business Class” concept,

hotline

We have joined forces to embark on a new battle of winning customer and customer loyalty, and be on top of our game on all fields. It’s simple! United we stand, Divided we fall! creation of a new global partner marketing team (Loyalty, Airline, Credit Card and others) and the deployment of our social media strategy. We will also co-ordinate our collateral, including brand directories, meetings and events brochures and resorts brochures to showcase the global offer to a global audience. Please elaborate on the discussions around distribution channels? We will stabilise and deploy our price optimisation tool (SNAP) in the EMEA, the Americas and Asia Pacific. We’re reviewing the global segmentation strategy and aim to establish a channel mix optimisation process. We will also redefine the business case for component pricing through non-web channels. We plan to increase the use of our Redirected Call Programme, consolidate our EMEA call centres in Dublin and establish a call centre in China. We also intend to broaden connectivity with new channels (GDS & OTA), while improving the functionality and cost efficiency of our existing channels. And we will ensure the alignment of our IT investments to support global revenue generation strategies. By combining forces with Carlson through the Global Hotel Steering Committee, there’s really no limit to what we can achieve. Why now? The economic downturn has brought to surface many new challenges and a new landscape for travel and tourism industry. Competition has always been fierce in our world, but postrecession we have seen a dramatic change in customer behaviour, preferences and the tools they use to make travel choices. As the global markets and consumer confidence starts to rebound, we want to steer all our efforts to benefit from this upturn and increase our market share and reach. The creation of Global Hotel Steering Committee was therefore imminent for the success of The Rezidor Hotel Group, Carlson and Carlson Wagonlit Travel.

◆ 42

43


Feature The Global Hotel Steering Committee

Please tell us more about the Global Hotel Steering Committee and the role Rezidor is playing in it? Let’s start from the very beginning! Carlson is a leading, global, privately held hospitality and travel company. Its global hotel portfolio, which includes Rezidor hotels and resorts, features more than 1,070 hotels in 77 countries. In addition, Carlson also operates more than 900 restaurants in 60 countries, and holds majority stake in Carlson Wagonlit Travel (55%) and The Rezidor Hotel Group (50.03%).

kuRt RitteR, RezidoR’s PResident & Ceo HuBeRt Joly, CaRlson’s PResident & Ceo

Since 1994, Rezidor has worked hand in hand with Carlson as the master franchisee of its brands in Europe, Middle East & Africa (EMEA). 17 years later, we have build up a strong footprint of over 400 hotels and 89,000 rooms in operation or under development in 63 countries in our region. We have also established Radisson as the Largest Upscale hotel brand in Europe and Park Inn as the fastest growing mid-market hotel brand. We are also retaining industry leading pipelines for both segments in Europe.

The Global Hotel Steering Committee What, Who, How? And Why Now?

Rezidor’s longstanding, ongoing partnership with the US based Carlson Group brings many invaluable mutual benefits. Carlson is the owner of Rezidor’s hotel brands as well as the revenue generation and distribution system. It is also Rezidor’s majority shareholder and the two companies enjoy a dynamically advantageous synergy, sharing an innovative approach to hospitality, the same Yes I Can! service ethos, the same driving ambition and desire for rapid growth, along many other visionary commonalities. Following the launch of Carlson’s exciting Ambition 2015 strategy last year, a super strength Global Hotel Steering Committee was established – including senior executives from Rezidor and Carlson – to ensure the alignment of all Carlson brands throughout the world, drive revenue generation and develop further synergies to build on both companies’ existing successes. Rezidor President and CEO Kurt Ritter tells all to Renu Snehi, Editor-in-Chief, for hotline readers.

Both Carlson and Rezidor have far-reaching growth and expansion plans: we share a drive and passion for the further successful development of our brands and for increasing revenue generation, and to move forward as one major force we formed the Global Hotel Steering Committee to share best practices, create operational and marketing synergies and align the brand standards globally. With Revenue Generation being the main focus area; let’s start with Sales - what is the Committee’s ambitions? We want ALL our sales people based worldwide to sell ALL brands and hotels located worldwide. This is extremely important for Rezidor, as we have not been getting our fair share of the American and Asian traveller segment due to brand differences, awareness and reach. We are now establishing a Global Sales Office (GSO) in Asia Pacific, Mexico and Brazil to promote cross selling. We will than leverage this enlarged network with extended and aligned objectives, incentive compensation and integrated sales activity plans across the globe. We also aim to align our sales incentive plans to achieve our intercontinental objectives through a total of 19 GSO Offices with 162 Sales Executives under the leadership of Olivier Jacquin, Senior Vice President Sales, Marketing, CRM & Distribution. Global Key Accounts will be defined and a new

CWT partnership agreement will be instated. We are also working together to co-ordinate our global tradeshow representation, our branding and our sales activities and we will adopt a global contact management system (www. salesforce.com). Plus, we will re-define our Look to Book Strategy. One of the most exciting things to emerge from the GHS Committee is our brilliant new loyalty programme - Club CarlsonSM. Can you please elaborate on the thinking and the benefits? Our fantastic new Club CarlsonSM replaces “goldpoints plusSM”. Announced in February with a March 31 launch date - it offers simply the “Best Customer Value Proposition” with the “Fastest Free Nights” in the industry. We designed the Club Carlson offering to help drive further growth and results, and we expect a big boost in enrolments globally and count on all our hotels to make this a mega success. Club Carlson members will benefit from an enhanced array of first-class redemption opportunities, including stays at Rezidor and Carlson global resorts: they can earn points for every eligible stay from more than 1,000 Radisson, Country Inns & Suites, Park Inn and Park Plaza hotels worldwide. The launch will be promoted with a 10 million US dollar launch budget. Club Carlson is an excellent example of how we are working together to create maximum value for our customers worldwide and building brand awareness across all theatres of our operations.

(Editor’s Note: Read more about Club Carlson in this issue of hotline!). Is social media on the agenda as well? Absolutely! The explosion of social media is one of the greatest phenomena of the 21st century and it’s essential that Carlson & Rezidor fully engage with all the dynamic new marketing opportunities that are becoming available on an almost daily basis. Upcoming innovations will include the introduction of new brand web functionality, mobile web functionality; iPhone Apps; BlackBerry and Android Club Carlson applications; mobile websites for Park Inn, Park Plaza and Club Carlson, plus a purposeful channel shift to brand.com. In terms of Brand Marketing, the Global Hotel Steering Committee has agreed some important strategies, such as: globalising the (originally created by Rezidor) “Business Class” concept,

hotline

We have joined forces to embark on a new battle of winning customer and customer loyalty, and be on top of our game on all fields. It’s simple! United we stand, Divided we fall! creation of a new global partner marketing team (Loyalty, Airline, Credit Card and others) and the deployment of our social media strategy. We will also co-ordinate our collateral, including brand directories, meetings and events brochures and resorts brochures to showcase the global offer to a global audience. Please elaborate on the discussions around distribution channels? We will stabilise and deploy our price optimisation tool (SNAP) in the EMEA, the Americas and Asia Pacific. We’re reviewing the global segmentation strategy and aim to establish a channel mix optimisation process. We will also redefine the business case for component pricing through non-web channels. We plan to increase the use of our Redirected Call Programme, consolidate our EMEA call centres in Dublin and establish a call centre in China. We also intend to broaden connectivity with new channels (GDS & OTA), while improving the functionality and cost efficiency of our existing channels. And we will ensure the alignment of our IT investments to support global revenue generation strategies. By combining forces with Carlson through the Global Hotel Steering Committee, there’s really no limit to what we can achieve. Why now? The economic downturn has brought to surface many new challenges and a new landscape for travel and tourism industry. Competition has always been fierce in our world, but postrecession we have seen a dramatic change in customer behaviour, preferences and the tools they use to make travel choices. As the global markets and consumer confidence starts to rebound, we want to steer all our efforts to benefit from this upturn and increase our market share and reach. The creation of Global Hotel Steering Committee was therefore imminent for the success of The Rezidor Hotel Group, Carlson and Carlson Wagonlit Travel.

◆ 42

43


Feature Annual Business Conference 2011

hotline

The Date February 27-28, 2011

The Place

Radisson Blu Waterfront Hotel & Congress Centre, Stockholm

The Event Back2Black

ABC 2011 STOCKHOLM

44

The theme was Back2Black. But there was nothing dark about the mood of Rezidor’s 2011 Annual Business Conference. With the worst days of the global economic downturn behind us, the 2011 ABC fizzed with energy and optimism as the key speakers detailed Rezidor’s impressive recovery from the crisis and outlined our dynamic plans for forging ahead with our ambitious growth plans. More than 600 of the industry’s most influential figures attended to speak, to debate or to listen – well known faces included hotel owners, general managers, global sales officers, regional executives and head office executives, along with a special delegation from Carlson. And there was certainly nothing sombre about Rezidor’s amazing ABC venue: our spectacular new Stockholm Waterfront Congress Centre is one of Scandinavia’s largest and most exciting conference spaces. Attached to our flagship Radisson Blu Waterfront Hotel, it opened in January of this year to widespread critical acclaim.

45


Feature Annual Business Conference 2011

hotline

The Date February 27-28, 2011

The Place

Radisson Blu Waterfront Hotel & Congress Centre, Stockholm

The Event Back2Black

ABC 2011 STOCKHOLM

44

The theme was Back2Black. But there was nothing dark about the mood of Rezidor’s 2011 Annual Business Conference. With the worst days of the global economic downturn behind us, the 2011 ABC fizzed with energy and optimism as the key speakers detailed Rezidor’s impressive recovery from the crisis and outlined our dynamic plans for forging ahead with our ambitious growth plans. More than 600 of the industry’s most influential figures attended to speak, to debate or to listen – well known faces included hotel owners, general managers, global sales officers, regional executives and head office executives, along with a special delegation from Carlson. And there was certainly nothing sombre about Rezidor’s amazing ABC venue: our spectacular new Stockholm Waterfront Congress Centre is one of Scandinavia’s largest and most exciting conference spaces. Attached to our flagship Radisson Blu Waterfront Hotel, it opened in January of this year to widespread critical acclaim.

45


Kurt Ritter & Simon Johnson

Knut Kleiven

Olivier Jacquin

Simon Johnson

Anders Nissen

The Revenue Generation Panel

Urban Jansson

The Owners Panel Håkan Ericsson

Puneet Chhatwal

Jacques Dubois Nick Van Marken Barry Sadr-Hashemi

David Dreschner

Paul Moxness

Setting The Tone For 2011 The conference delegates and guest speakers were welcomed at a special Opening Night Reception and Dinner on February 27th. And Kurt Ritter, Rezidor President and Chief Executive Officer, got the following day’s proceedings off to a cracking start, Setting The Tone For 2011 with Guest Speaker, Simon Johnson, Director of CBRE Hotels Europe and CB Richard Ellis Leisure and Alternative Investment. Key points to emerge from their animated discussion included: • Rezidor’s strategies and achievements • The lessons learned from 2009-2010 • The economic and industry outlook • Carlson’s Ambition 2015 strategy and its impact on Rezidor

Back2Black: Back2Reality Deputy President and Chief Financial Officer Knut Kleiven told delegates that while the economy is still fragile, Rezidor has built more resilience by the gradual shift in our business model away from leased and franchised business towards an increasingly managed portfolio. 88% of the 20,000+ rooms in Rezidor’s pipeline for 2011-2014 will be managed compared with 43% in 2006. And the continued growth in fees supports the shift in business model.

The CFO spoke about the strong recovery in occupancy in 2010 and other highlights of his speech included a strong performance from Park Inn and a RevPar recovery led by Rest of Western Europe. And while Rezidor remains a volatile stock, the share price rebound is in line with the peer group. The ABC’s Financial Overview concluded with the industry analysts’ recommendations about Rezidor for 2011: “Overhang removed, attractive entry point!”

Lady Gaga is not the only one singing about telephones... Oliver Jacquin, Rezidor’s Senior Vice President of Sales, Marketing and Distribution revealed Rezidor’s new and exciting plans to Stay On Top by embracing every new opportunity offered by e-commerce and the latest innovative technology. Rich rewards can and will be reaped from truly effective use of SEO’s, SEM’s, Brand Web Development and PPC’s.’

Live m.radisson.com is coming soon Working in co-operation with Carlson, Rezidor will enjoy the benefits of worldwide sales

Eugene Staal

deployment, fusing global direction with a local flavour. Radisson Blu will be strongly advertised, sold and marketed, while Park Inn by Radisson will add colour to life, with its fresh new look and appeal and offer a solid new promise to guests looking for world-class hospitality at great value for money. Rezidor’s Gift Card - a truly versatile product for all customer segments - will be available in 250 hotels in 33 participating countries. The revenue target for 2011 is MEUR 1. And the March 31 launch of the fantastic new Club CarlsonSM loyalty scheme is a hugely exciting development in both company’s history. Club CarlsonSM aims to have 10 million members globally by 2013. (Editor’s Note: read more about Club CarlsonSM in this issue of hotline). 2010 was the Year of Rebound where Rezidor saw many positive results with impressive increases in: • goldpoints plusSM: +42% • Brand Web and PPC: +25% • GSO Mice: +19% • TMCs: room nights: +12% • Key Accounts: +10%

The Revenue Generation Panel

Plans for the coming year - including targeted advertising campaigns, the launch of Club Carlson and the creation of a focused, global direction for our collateral, and all sales, CRM and marketing efforts will gear Rezidor and Carlson to Bound Ahead from the Rebound. “The message for 2011 is loud and clear: we want MORE, MORE and MORE”, stressed Olivier Jacquin.

Pro-Active Partnerships Håkan Ericsson, President EMEA and Latin America, for Carlson Wagonlit Travel spoke about the partnership with Carlson and the Rezidor/CWT Meetings and Events EMEA Agreement - signed last year - and urged delegates to maximise these new alliances. He also detailed what CWT can do for Rezidor and Carlson globally. “In 2010, we built a solid foundation to enable ongoing success of the new partnership agreement and we’ve grown the Carlson and Rezidor hotels share,” he told the conference. “In 2011, we will be focused on enabling and executing against the plan with the objective of trending towards doubling the share by 2013.”

The Owners Panel

Breaking Records! Again and again. And again! Chief Development Officer, Puneet Chhatwal, treated delegates to a stunning film of 100+ hotels and almost 21,000 rooms openings over the past 3 years. And with extreme pride he reported that 2010 was the third consecutive year of record new openings for Rezidor, which continues to defend its title as one of the world’s fastest growing hotel companies year after year. “We opened an amazing 32 hotels last year with 7,200 rooms - including 10 fantastic new build Park Inn by Radisson flagships. Rezidor also signed 40 hotels in 2010 with 8,100 rooms, 100% of which were fee based,” announced Puneet Chhatwal. Asset and contract management have been major Rezidor focus areas since mid 2008. A weak economy - with a scarcity of bank loans can impede hotel development. But a checklist for growth - showing the difference between pre and post credit crunch years – revealed that the position has undoubtedly improved since the worst dip of the downturn. Rezidor is managing its current pipeline to ensure the termination of non-viable projects and the creation of new, truly brand enhancing hotels. And Rezidor plans to continue

dynamically growing our portfolio by brand, by contract type and by region. “You can’t change the winds but you can adjust your sails”, concluded Puneet Chhatwal reassuring the delegates that Rezidor will continue its journey on being the fastest growing, most dynamic hotel company. It’s building strong foundations to take any future turbulences heads-on.

The heart of the matter Jacques Dubois, Rezidor’s Chief Operating Officer, began by thanking his whole team for their superlative efforts, quoting Marshall McLuhan: “There are no passengers on Spaceship Earth. We are all Crew.” He then stirred the ABC with a heartfelt presentation about Principles and Practices for Strategic Impact, outlining Rezidor’s priorities. Moving ahead to an even more rewarding future, the 3 All Important I’s form the beating heart of Rezidor: Innovation, Integrity, Intelligence. “We must fully capitalise on our industry leading history as innovators and first movers. We must hold tight to our values of trust, openness, empowerment, respect, nurturing, fighting spirit

46

Rezidor’s Women & Men in Black

47


Kurt Ritter & Simon Johnson

Knut Kleiven

Olivier Jacquin

Simon Johnson

Anders Nissen

The Revenue Generation Panel

Urban Jansson

The Owners Panel Håkan Ericsson

Puneet Chhatwal

Jacques Dubois Nick Van Marken Barry Sadr-Hashemi

David Dreschner

Paul Moxness

Setting The Tone For 2011 The conference delegates and guest speakers were welcomed at a special Opening Night Reception and Dinner on February 27th. And Kurt Ritter, Rezidor President and Chief Executive Officer, got the following day’s proceedings off to a cracking start, Setting The Tone For 2011 with Guest Speaker, Simon Johnson, Director of CBRE Hotels Europe and CB Richard Ellis Leisure and Alternative Investment. Key points to emerge from their animated discussion included: • Rezidor’s strategies and achievements • The lessons learned from 2009-2010 • The economic and industry outlook • Carlson’s Ambition 2015 strategy and its impact on Rezidor

Back2Black: Back2Reality Deputy President and Chief Financial Officer Knut Kleiven told delegates that while the economy is still fragile, Rezidor has built more resilience by the gradual shift in our business model away from leased and franchised business towards an increasingly managed portfolio. 88% of the 20,000+ rooms in Rezidor’s pipeline for 2011-2014 will be managed compared with 43% in 2006. And the continued growth in fees supports the shift in business model.

The CFO spoke about the strong recovery in occupancy in 2010 and other highlights of his speech included a strong performance from Park Inn and a RevPar recovery led by Rest of Western Europe. And while Rezidor remains a volatile stock, the share price rebound is in line with the peer group. The ABC’s Financial Overview concluded with the industry analysts’ recommendations about Rezidor for 2011: “Overhang removed, attractive entry point!”

Lady Gaga is not the only one singing about telephones... Oliver Jacquin, Rezidor’s Senior Vice President of Sales, Marketing and Distribution revealed Rezidor’s new and exciting plans to Stay On Top by embracing every new opportunity offered by e-commerce and the latest innovative technology. Rich rewards can and will be reaped from truly effective use of SEO’s, SEM’s, Brand Web Development and PPC’s.’

Live m.radisson.com is coming soon Working in co-operation with Carlson, Rezidor will enjoy the benefits of worldwide sales

Eugene Staal

deployment, fusing global direction with a local flavour. Radisson Blu will be strongly advertised, sold and marketed, while Park Inn by Radisson will add colour to life, with its fresh new look and appeal and offer a solid new promise to guests looking for world-class hospitality at great value for money. Rezidor’s Gift Card - a truly versatile product for all customer segments - will be available in 250 hotels in 33 participating countries. The revenue target for 2011 is MEUR 1. And the March 31 launch of the fantastic new Club CarlsonSM loyalty scheme is a hugely exciting development in both company’s history. Club CarlsonSM aims to have 10 million members globally by 2013. (Editor’s Note: read more about Club CarlsonSM in this issue of hotline). 2010 was the Year of Rebound where Rezidor saw many positive results with impressive increases in: • goldpoints plusSM: +42% • Brand Web and PPC: +25% • GSO Mice: +19% • TMCs: room nights: +12% • Key Accounts: +10%

The Revenue Generation Panel

Plans for the coming year - including targeted advertising campaigns, the launch of Club Carlson and the creation of a focused, global direction for our collateral, and all sales, CRM and marketing efforts will gear Rezidor and Carlson to Bound Ahead from the Rebound. “The message for 2011 is loud and clear: we want MORE, MORE and MORE”, stressed Olivier Jacquin.

Pro-Active Partnerships Håkan Ericsson, President EMEA and Latin America, for Carlson Wagonlit Travel spoke about the partnership with Carlson and the Rezidor/CWT Meetings and Events EMEA Agreement - signed last year - and urged delegates to maximise these new alliances. He also detailed what CWT can do for Rezidor and Carlson globally. “In 2010, we built a solid foundation to enable ongoing success of the new partnership agreement and we’ve grown the Carlson and Rezidor hotels share,” he told the conference. “In 2011, we will be focused on enabling and executing against the plan with the objective of trending towards doubling the share by 2013.”

The Owners Panel

Breaking Records! Again and again. And again! Chief Development Officer, Puneet Chhatwal, treated delegates to a stunning film of 100+ hotels and almost 21,000 rooms openings over the past 3 years. And with extreme pride he reported that 2010 was the third consecutive year of record new openings for Rezidor, which continues to defend its title as one of the world’s fastest growing hotel companies year after year. “We opened an amazing 32 hotels last year with 7,200 rooms - including 10 fantastic new build Park Inn by Radisson flagships. Rezidor also signed 40 hotels in 2010 with 8,100 rooms, 100% of which were fee based,” announced Puneet Chhatwal. Asset and contract management have been major Rezidor focus areas since mid 2008. A weak economy - with a scarcity of bank loans can impede hotel development. But a checklist for growth - showing the difference between pre and post credit crunch years – revealed that the position has undoubtedly improved since the worst dip of the downturn. Rezidor is managing its current pipeline to ensure the termination of non-viable projects and the creation of new, truly brand enhancing hotels. And Rezidor plans to continue

dynamically growing our portfolio by brand, by contract type and by region. “You can’t change the winds but you can adjust your sails”, concluded Puneet Chhatwal reassuring the delegates that Rezidor will continue its journey on being the fastest growing, most dynamic hotel company. It’s building strong foundations to take any future turbulences heads-on.

The heart of the matter Jacques Dubois, Rezidor’s Chief Operating Officer, began by thanking his whole team for their superlative efforts, quoting Marshall McLuhan: “There are no passengers on Spaceship Earth. We are all Crew.” He then stirred the ABC with a heartfelt presentation about Principles and Practices for Strategic Impact, outlining Rezidor’s priorities. Moving ahead to an even more rewarding future, the 3 All Important I’s form the beating heart of Rezidor: Innovation, Integrity, Intelligence. “We must fully capitalise on our industry leading history as innovators and first movers. We must hold tight to our values of trust, openness, empowerment, respect, nurturing, fighting spirit

46

Rezidor’s Women & Men in Black

47


and our unique Z-factor. Rezidor is rightly proud of being recognised as one of the World’s Most Ethical Companies for second consecutive year and must continue leading the way and setting the standard for our industry,” declared Jacques Dubois.

focused on The Big Picture and on recent global happenings and developments. The wide range of topics touched on included economic struggles, bailouts, currency decline, climate change/rejection and social unrest in the Middle East.

“We must maintain our strong record of excellence in Corporate Governance to engender trust. We must strive for excellence, diversity and for guest and employee satisfaction: our latest employee satisfaction score has increased from 85.7% to 86.7% - an impressive result, but one we still aim to improve on.”

On an upbeat final note, he pointed out that - despite a tough and uncertain climate - the industry has recently seen some very substantial deals and acquisitions, with more to follow. 2010 was a better year than expected. And, Nick predicted, 2011 will show further improvements as confidence returns.

Jacques Dubois also urged the audience to use our combined intelligence and experience, and offer all necessary support and training to develop and share best practices, ensuring that Rezidor continues to meet and exceed all expectations.

Nick then invited the following speakers to join the stage and share their experiences and to discuss the definition of a great hotel operator.

And new innovations like SNAP (Stay Night Automated Pricing), Social Networking, and the mobile web platform will all play and increasingly crucial role in our winner’s strategy.

Urban Jansson, Chairman of the Board of The Rezidor Hotel Group; Anders Nissen; Chief Executive Officer, Pandox; and Barry SadrHashemi, Investment Advisory, Azure Property Group. The owners’ panel had a very frank and sometimes heated – discussions as to what makes a good operator: they talked about the need to run an efficient, cost-effective operation and to develop the right engine for driving better distribution and bookings. A number of different views emerged as to why some companies are better than others in specific fields. But Rezidor was clearly recognised as an efficient brand operator.

ask The Experts

Rezidor’s Mr Fix It

In a provocative, interactive innovation, Rezidor introduced panel discussions to its ABC this year: industry experts were invited to both share their valuable insights and to ask some tough questions.

Eugene Staal, Rezidor’s Senior Vice President, Technical Development took delegates on a fun and fascinating journey through portfolio asset management. He stressed the need for genuine hospitality and ensuring the guest experience, explaining why Rezidor places such crucial importance on maintaining our assets - while also building new flagships. Quite simply, good design lasts.

In terms of EBITDAR profitability, 32.3% is the number we have to beat! But we also want to improve our performance across all the other industry metrics, including QAP, Trip Advisor Rankings, Responsible Business Certifications, Audits and Satisfaction Surveys.

The first panel, moderated by Olivier Jacquin, included guest speakers: Hervé-Joseph Antoine, VP Meetings & Events, CWT EMEA; Stefan Egli, Sr. VP, Kuoni Destination Management; Pia Hedberg, Global Travel Manager, SEB and Paul Wagner, Director Purchasing, Travel Plaza Europe. The second panel was introduced, hosted and moderated by leading industry expert, Nick Van Marken, Global Head – Advisory Tourism, Hospitality & Leisure Industry Group Deloitte. Nick started with a lively presentation on “Caution – Bulls and Bears Ahead?” which

rezPIN: are you in it to win it? That was the question posed by David Dreschner, Vice President, Corporate Purchasing Services, as he urged delegates to continue renegotiations and to review procedures wherever possible in a bid to keep quality up and costs down. Rezidor’s industry leading procurement system, rezPIN, is one of the most compelling reasons for hotel owners to join Rezidor’s vast and fast growing empire. Rezidor’s owners have benefitted from

a gigantic 15-20% savings on total purchasing costs using rezpin.com.

Feature Annual Business Conference 2011

Rezidor

hotline

HEROES

The Revenue Race Winning the Revenue Race is a key element of the Ambition 2015 strategy. And Rezidor’s ABC delegates were invited to make a coffee break “pit stop” at the special Rezidor Revenue Race Marketing Stand to help their hotels win the revenue battle. The exciting, high-octane race - with its customised giveaways and driving promotional material – will be fully supported online. So rev up and speed off to www.rga. rezidor.com to find out all you need to know about Winning The Revenue Race.

emPloyee of tHe yeaR 2010

andy an dooRman, Radisson Blu Hotel, BeiJinG

fiGHteR of tHe yeaR 2010

PaRk inn aBu dHaBi, yas island CRaiG BRuCe, GeneRal manaGeR

younG leadeR of tHe yeaR 2010 Julie maRie BaGGesen Rooms division manaGeR, Radisson Blu Hotel, aaRHus

Christian Gartmann

A Special Tribute for 40 Years of Yes I Can! From Rezidor hotel receptionist to General Manager and Area Vice President: 40 years of fantastic Yes I Can! Service.

The zoom Factor Catch the Back2Black buzz on YouTube Highlights of the ABC 2011 featuring special interviews with speakers, award winners, delegates and special guests are available on Rezidor’s YouTube channel www.youtube.com/ REZIDORHOTELGROUP Re-live the excitement at our photo gallery on www.rezidor.com/sites/ABC/abc2011

Hotel of tHe yeaR 2010

Radisson Blu Hotel, BuCHaRest yilmaz yildiRimlaR, GeneRal manaGeR

• A trouble shooter in Jordan • Lord of a German Castle • A Rezidor pioneer in South Africa • And always with a smile • Our man in England, Iceland, Poland, France, Tunisia and the Nordics • A great hotelier and true gentleman • Passionate • Dedicated • A valued and respected friend and colleague

Mr Gartmann, we

thank and salute you!

ResPonsiBle Business awaRd Radisson Blu Royal Hotel, st. PeteRsBuRG GeiR sikko, GeneRal manaGeR

Simply The BEST!

CHRistian GaRtmann is Joined By His wife, Jette, aCCePtinG tHe 40 yeaRs CeRtifiCate and tHe 8-diamond yes i Can! Pin fRom mR & mRs RitteR

◆ 48

49


and our unique Z-factor. Rezidor is rightly proud of being recognised as one of the World’s Most Ethical Companies for second consecutive year and must continue leading the way and setting the standard for our industry,” declared Jacques Dubois.

focused on The Big Picture and on recent global happenings and developments. The wide range of topics touched on included economic struggles, bailouts, currency decline, climate change/rejection and social unrest in the Middle East.

“We must maintain our strong record of excellence in Corporate Governance to engender trust. We must strive for excellence, diversity and for guest and employee satisfaction: our latest employee satisfaction score has increased from 85.7% to 86.7% - an impressive result, but one we still aim to improve on.”

On an upbeat final note, he pointed out that - despite a tough and uncertain climate - the industry has recently seen some very substantial deals and acquisitions, with more to follow. 2010 was a better year than expected. And, Nick predicted, 2011 will show further improvements as confidence returns.

Jacques Dubois also urged the audience to use our combined intelligence and experience, and offer all necessary support and training to develop and share best practices, ensuring that Rezidor continues to meet and exceed all expectations.

Nick then invited the following speakers to join the stage and share their experiences and to discuss the definition of a great hotel operator.

And new innovations like SNAP (Stay Night Automated Pricing), Social Networking, and the mobile web platform will all play and increasingly crucial role in our winner’s strategy.

Urban Jansson, Chairman of the Board of The Rezidor Hotel Group; Anders Nissen; Chief Executive Officer, Pandox; and Barry SadrHashemi, Investment Advisory, Azure Property Group. The owners’ panel had a very frank and sometimes heated – discussions as to what makes a good operator: they talked about the need to run an efficient, cost-effective operation and to develop the right engine for driving better distribution and bookings. A number of different views emerged as to why some companies are better than others in specific fields. But Rezidor was clearly recognised as an efficient brand operator.

ask The Experts

Rezidor’s Mr Fix It

In a provocative, interactive innovation, Rezidor introduced panel discussions to its ABC this year: industry experts were invited to both share their valuable insights and to ask some tough questions.

Eugene Staal, Rezidor’s Senior Vice President, Technical Development took delegates on a fun and fascinating journey through portfolio asset management. He stressed the need for genuine hospitality and ensuring the guest experience, explaining why Rezidor places such crucial importance on maintaining our assets - while also building new flagships. Quite simply, good design lasts.

In terms of EBITDAR profitability, 32.3% is the number we have to beat! But we also want to improve our performance across all the other industry metrics, including QAP, Trip Advisor Rankings, Responsible Business Certifications, Audits and Satisfaction Surveys.

The first panel, moderated by Olivier Jacquin, included guest speakers: Hervé-Joseph Antoine, VP Meetings & Events, CWT EMEA; Stefan Egli, Sr. VP, Kuoni Destination Management; Pia Hedberg, Global Travel Manager, SEB and Paul Wagner, Director Purchasing, Travel Plaza Europe. The second panel was introduced, hosted and moderated by leading industry expert, Nick Van Marken, Global Head – Advisory Tourism, Hospitality & Leisure Industry Group Deloitte. Nick started with a lively presentation on “Caution – Bulls and Bears Ahead?” which

rezPIN: are you in it to win it? That was the question posed by David Dreschner, Vice President, Corporate Purchasing Services, as he urged delegates to continue renegotiations and to review procedures wherever possible in a bid to keep quality up and costs down. Rezidor’s industry leading procurement system, rezPIN, is one of the most compelling reasons for hotel owners to join Rezidor’s vast and fast growing empire. Rezidor’s owners have benefitted from

a gigantic 15-20% savings on total purchasing costs using rezpin.com.

Feature Annual Business Conference 2011

Rezidor

hotline

HEROES

The Revenue Race Winning the Revenue Race is a key element of the Ambition 2015 strategy. And Rezidor’s ABC delegates were invited to make a coffee break “pit stop” at the special Rezidor Revenue Race Marketing Stand to help their hotels win the revenue battle. The exciting, high-octane race - with its customised giveaways and driving promotional material – will be fully supported online. So rev up and speed off to www.rga. rezidor.com to find out all you need to know about Winning The Revenue Race.

emPloyee of tHe yeaR 2010

andy an dooRman, Radisson Blu Hotel, BeiJinG

fiGHteR of tHe yeaR 2010

PaRk inn aBu dHaBi, yas island CRaiG BRuCe, GeneRal manaGeR

younG leadeR of tHe yeaR 2010 Julie maRie BaGGesen Rooms division manaGeR, Radisson Blu Hotel, aaRHus

Christian Gartmann

A Special Tribute for 40 Years of Yes I Can! From Rezidor hotel receptionist to General Manager and Area Vice President: 40 years of fantastic Yes I Can! Service.

The zoom Factor Catch the Back2Black buzz on YouTube Highlights of the ABC 2011 featuring special interviews with speakers, award winners, delegates and special guests are available on Rezidor’s YouTube channel www.youtube.com/ REZIDORHOTELGROUP Re-live the excitement at our photo gallery on www.rezidor.com/sites/ABC/abc2011

Hotel of tHe yeaR 2010

Radisson Blu Hotel, BuCHaRest yilmaz yildiRimlaR, GeneRal manaGeR

• A trouble shooter in Jordan • Lord of a German Castle • A Rezidor pioneer in South Africa • And always with a smile • Our man in England, Iceland, Poland, France, Tunisia and the Nordics • A great hotelier and true gentleman • Passionate • Dedicated • A valued and respected friend and colleague

Mr Gartmann, we

thank and salute you!

ResPonsiBle Business awaRd Radisson Blu Royal Hotel, st. PeteRsBuRG GeiR sikko, GeneRal manaGeR

Simply The BEST!

CHRistian GaRtmann is Joined By His wife, Jette, aCCePtinG tHe 40 yeaRs CeRtifiCate and tHe 8-diamond yes i Can! Pin fRom mR & mRs RitteR

◆ 48

49


Feature Global Business Conference 2011

maRilyn CaRlson nelson CHaiRman, CaRlson GRouP

hotline

HuBeRt Joly PResident & Ceo, CaRlson

CaRlson & RezidoR exeCutives toGetHeR witH RezidoR’s CHaiRman of tHe BoaRd, uRBan Jansson

2011 Carlson Global Business Conference Highlights Carlson’s global management teams hosted a record number of 1,300 delegates at the 2011 Carlson Global Hotel Business Conference in February in Washington D.C. The conference provided exciting progress updates about the increasingly focused pursuit of Carlson’s dynamic Ambition 2015 strategy - outlining the swiftly evolving, global brand strategy, Revenue Generation initiatives and tactics and the launch of Club Carlson. Highlights included: • Hubert Joly, Carlson’s President and Chief Executive Officer, opened proceedings with U.S. Senator Amy Klobuchar, reconfirming the ongoing One Carlson strategy and the key mission to become more globally aligned and integrated. • Thorsten Kirschke, Chief Operating Officer, Carlson Hotels and President, Carlson Hotels,

Americas, gave an upbeat update on the Vision In Action: One Year Into Ambition 2015. • Gordon McKinnon, Carlson’s Chief Branding Officer, inspired delegates about Carlson’s rapid progress in terms of Evolving a Meaningful, Global Brandscape. • Carlson’s Executive Vice President, Global Revenue Generation, spoke about Growing Value with Revenue Generation, outlining Carlson’s priorities in this area. The conference also featured two major brand sessions: Select Service: Journey to Excellence - Moving Country Inns & Suites to Sustainable RevPAR Index Improvement and Full Service: Expanding Radisson As a powerful, Globally Consistent, First Class Brand.

“A key pillar of our Ambition 2015 growth strategy is to help our hotels grow their revenues,” said Hubert Joly. “Last year, we announced a plan to double the size of our loyalty program by 2013, and the membership grew by 24 percent to 6.3 million members during 2010. We have designed Club Carlson’s very attractive value proposition to help drive further growth and results.” ◆

50

At the eve of its 2011 Global Business Conference in Washington D.C., Carlson, announced a tie for the winner of its Global Hotel of the Year Award. The winning hotels were recognised for their outstanding performance in terms of employee engagement, guest satisfaction, revenue generation and economic performance. The two winners are the Radisson Blu Hotel Bucharest, Romania and the Country Inn & Suites By Carlson, Chanhassen, Minn. “These hotels exemplify our Ambition 2015 growth strategy to make our brands leaders in their segments,” said Hubert Joly, President and Chief Executive Officer, Carlson. “The Radisson Blu Bucharest and Country Inns & Suites Chanhassen are outstanding performers across our global portfolio. The devotion these hotels have to service as well as product improvements are a great source of inspiration for all us,” added Joly. “We are very proud that a European property has won this prestigious award. The Radisson Blu Hotel Bucharest has delivered excellent results ranging from market penetration to guest and employee satisfaction, and we congratulate Yilmaz Yildirimlar and his team for making us proud on a global stage”, added Kurt Ritter, President & CEO of Rezidor. Yilmaz Yildirimlar, General Manager of the Radisson Blu Hotel, Bucharest, was also crowned “Hotelier of the Year 2010 – Romania”. The award was based on the hotel’s outstanding performance in 2010 in areas such as RevPar and revenue share growth, as well as guest satisfaction and service quality.

GeneRal manaGeR of Radisson Blu Hotel, BuCaHRest, yilmaz yildiRimlaR (2nd fRom left) ReCeivinG tHe GloBal Hotel of tHe yeaR awaRd fRom maRilyn CaRlson nelson, CaRlson’s CHaiRman; HuBeRt Joly, CaRlson’s PResident & Ceo (left), and kuRt RitteR, PResident & Ceo, tHe RezidoR Hotel GRouP (RiGHt)

51


Feature Global Business Conference 2011

maRilyn CaRlson nelson CHaiRman, CaRlson GRouP

hotline

HuBeRt Joly PResident & Ceo, CaRlson

CaRlson & RezidoR exeCutives toGetHeR witH RezidoR’s CHaiRman of tHe BoaRd, uRBan Jansson

2011 Carlson Global Business Conference Highlights Carlson’s global management teams hosted a record number of 1,300 delegates at the 2011 Carlson Global Hotel Business Conference in February in Washington D.C. The conference provided exciting progress updates about the increasingly focused pursuit of Carlson’s dynamic Ambition 2015 strategy - outlining the swiftly evolving, global brand strategy, Revenue Generation initiatives and tactics and the launch of Club Carlson. Highlights included: • Hubert Joly, Carlson’s President and Chief Executive Officer, opened proceedings with U.S. Senator Amy Klobuchar, reconfirming the ongoing One Carlson strategy and the key mission to become more globally aligned and integrated. • Thorsten Kirschke, Chief Operating Officer, Carlson Hotels and President, Carlson Hotels,

Americas, gave an upbeat update on the Vision In Action: One Year Into Ambition 2015. • Gordon McKinnon, Carlson’s Chief Branding Officer, inspired delegates about Carlson’s rapid progress in terms of Evolving a Meaningful, Global Brandscape. • Carlson’s Executive Vice President, Global Revenue Generation, spoke about Growing Value with Revenue Generation, outlining Carlson’s priorities in this area. The conference also featured two major brand sessions: Select Service: Journey to Excellence - Moving Country Inns & Suites to Sustainable RevPAR Index Improvement and Full Service: Expanding Radisson As a powerful, Globally Consistent, First Class Brand.

“A key pillar of our Ambition 2015 growth strategy is to help our hotels grow their revenues,” said Hubert Joly. “Last year, we announced a plan to double the size of our loyalty program by 2013, and the membership grew by 24 percent to 6.3 million members during 2010. We have designed Club Carlson’s very attractive value proposition to help drive further growth and results.” ◆

50

At the eve of its 2011 Global Business Conference in Washington D.C., Carlson, announced a tie for the winner of its Global Hotel of the Year Award. The winning hotels were recognised for their outstanding performance in terms of employee engagement, guest satisfaction, revenue generation and economic performance. The two winners are the Radisson Blu Hotel Bucharest, Romania and the Country Inn & Suites By Carlson, Chanhassen, Minn. “These hotels exemplify our Ambition 2015 growth strategy to make our brands leaders in their segments,” said Hubert Joly, President and Chief Executive Officer, Carlson. “The Radisson Blu Bucharest and Country Inns & Suites Chanhassen are outstanding performers across our global portfolio. The devotion these hotels have to service as well as product improvements are a great source of inspiration for all us,” added Joly. “We are very proud that a European property has won this prestigious award. The Radisson Blu Hotel Bucharest has delivered excellent results ranging from market penetration to guest and employee satisfaction, and we congratulate Yilmaz Yildirimlar and his team for making us proud on a global stage”, added Kurt Ritter, President & CEO of Rezidor. Yilmaz Yildirimlar, General Manager of the Radisson Blu Hotel, Bucharest, was also crowned “Hotelier of the Year 2010 – Romania”. The award was based on the hotel’s outstanding performance in 2010 in areas such as RevPar and revenue share growth, as well as guest satisfaction and service quality.

GeneRal manaGeR of Radisson Blu Hotel, BuCaHRest, yilmaz yildiRimlaR (2nd fRom left) ReCeivinG tHe GloBal Hotel of tHe yeaR awaRd fRom maRilyn CaRlson nelson, CaRlson’s CHaiRman; HuBeRt Joly, CaRlson’s PResident & Ceo (left), and kuRt RitteR, PResident & Ceo, tHe RezidoR Hotel GRouP (RiGHt)

51


clubcarlson.com

MR J SMITH

0000 0000 0000 0000 10/2015 STATUS VALID THROUGH

U.S. & CANADA CARIBBEAN, MEXICO, CENTRAL & S. AMERICA EUROPE, MIDDLE EAST AND AFRICA ASIA PACIFIC

tel +1 (800) 613-3333 tel +1 (402) 501-5622 tel +44 (207) 949-0379 tel +61 (2) 9320-4499

Subject to program terms and conditions and privacy policy. This card remains the property of Carlson Hotels, Inc. ©2011 Carlson Hotels, Inc.

Rezidor and Carlson launch new loyalty program clubcarlson.com

MR J SMITH

0000 0000 0000 0000 10/2015 STATUS VALID THROUGH

U.S. & CANADA CARIBBEAN, MEXICO, CENTRAL & S. AMERICA EUROPE, MIDDLE EAST AND AFRICA ASIA PACIFIC

tel +1 (800) 613-3333 tel +1 (402) 501-5622 tel +44 (207) 949-0379 tel +61 (2) 9320-4499

Subject to program terms and conditions and privacy policy. This card remains the property of Carlson Hotels, Inc. ©2011 Carlson Hotels, Inc.

clubcarlson.com

MR J SMITH

0000 0000 0000 0000 10/2015 STATUS VALID THROUGH

MR J SMITH

0000 0000 0000 0000 10/2015 STATUS VALID THROUGH

clubcarlson.com

U.S. & CANADA CARIBBEAN, MEXICO, CENTRAL & S. AMERICA EUROPE, MIDDLE EAST AND AFRICA ASIA PACIFIC

MR J SMITH

tel +1 (800) 613-3333 tel +1 (402) 501-5622 tel +44 (207) 949-0379 STATUS telVALID +61 (2) 9320-4499

0000 0000 0000 0000 10/2015 THROUGH

Subject to program terms and conditions and privacy policy. This card remains the property of Carlson Hotels, Inc. ©2011 Carlson Hotels, Inc.

Subject to program terms and conditions and privacy policy. This card remains the property of Carlson Hotels, Inc. ©2011 Carlson Hotels, Inc.

clubcarlson.com

clubcarlson.com

U.S. & CANADA CARIBBEAN, MEXICO, CENTRAL & S. AMERICA EUROPE, MIDDLE EAST AND AFRICA ASIA PACIFIC

tel +1 (800) 613-3333

tel +1 (402) 501-5622 0000 0000 0000 0000 tel +44 (207) 949-0379 tel +61 (2) 9320-4499

clubcarlson.com

U.S. & CANADA CARIBBEAN, MEXICO, CENTRAL & S. AMERICA EUROPE, MIDDLE EAST AND AFRICA ASIA PACIFIC

tel +1 (800) 613-3333 tel +1 (402) 501-5622 tel +44 (207) 949-0379 tel +61 (2) 9320-4499

The Rezidor Hotel Group and Carlson launched their new hotel loyalty program, Club CarlsonSM, on March 31, 2011, one of the most rewarding loyalty programs. Members of Club CarlsonSM, formerly known as goldpoints plusSM, benefit from an enriched array of first-class redemption opportunities, including Rezidor’s and Carlson’s global resorts. Members have the ability to earn points for every eligible stay at more than 1,000 hotels worldwide: Radisson, Radisson Blu, Radisson Edwardian, Country Inns & Suites, Park Inn and Park Plaza Hotels & Resorts. In 2010, Rezidor and Carlson announced a plan to double the size of their loyalty program to 10 million members by 2013, and the membership grew by 24 percent to 6.5 million members during the last year. Club CarlsonSM offers fantastic new features, such as:

0000 0000 0000 0000 Club CarlsonSM App 10/2015 To expand and optimise its reach to the mobile audience, we have launched Club CarlsonSM as a new iPhone and Android mobile application, which features express booking for all hotels, 0000 0000 0000 0000 personalisation options, GPS mapping and the ability to redeem points. The app also links to “Explore Destinations,” a best-in-class feature, which stores more than 4.4 million points of interest from local restaurants to tourist attractions.

Redemption Amount of points required for an Award Night has been lowered. Award Nights now start at 9,000 points only! Members can redeem points across 1,071 hotels worldwide, including 42 stunning resorts in Europe, the Middle East, the Caribbean, Latin America and Asia Pacific.

Benefit to Small to Medium-Sized Businesses A new extension of the loyalty program is specifically designed with small business owners in mind that allows both the individual traveller and business to earn points for stays. Business owners can use their points to reduce future travel expenses or offer them as employee rewards. This feature will be rolled-out later in 2011 in EMEA.

Customer Privileges and Benefits The new Concierge Elite tier provides members with room upgrades and continental breakfast, a 75 percent point bonus on stays, and starting by mid-year, access to a special Concierge Service line for theatre and sports tickets, and reservations at toprated restaurants anywhere in the world. Rollover nights allow Elite members to roll over extra nights to qualify toward their next year’s Elite status. Earning Members will earn points much quicker: - All points earning are based on USD instead of EUR - At Park Inn and Country Inn & Suites hotels, members will earn 20 points per USD spent (instead of 15 points per EUR) As an example, a member who stays five nights at the Radisson hotel can earn an Award Night at the Park Inn.

52

MR J SMITH

Subject to program terms and conditions and privacy policy. This card remains the property of Carlson Hotels, Inc. ©2011 Carlson Hotels, Inc.

clubcarlson.com

U.S. & CANADA CARIBBEAN, MEXICO, CENTRAL & S. AMERICA EUROPE, MIDDLE EAST AND AFRICA ASIA PACIFIC

U.S. & CANADA CARIBBEAN, MEXICO, CENTRAL & S. AMERICA EUROPE, MIDDLE EAST AND AFRICA ASIA PACIFIC

Subject to program terms and conditions and privacy policy. This card remains the property of Carlson Hotels, Inc. ©2011 Carlson Hotels, Inc.

Subject to program terms and conditions and privacy policy. This card remains the property of Carlson Hotels, Inc. ©2011 Carlson Hotels, Inc.

STATUS VALID THROUGH

U.S. & CANADA CARIBBEAN, MEXICO, CENTRAL & S. AMERICA EUROPE, MIDDLE EAST AND AFRICA ASIA PACIFIC

tel +1 (800) 613-3333 tel +1 (402) 501-5622 tel +44 (207) 949-0378 tel +61 (2) 9320-4499

Subject to program terms and conditions and privacy policy. This card remains the property of Carlson Hotels, Inc. ©2011 Carlson Hotels, Inc.

Benefit to Hotels While Club CarlsonSM adds considerable value to consumers, the new program also greatly improves the economic value to the hotels on an overall cost – benefit basis. The Club CarlsonSM launch is promoted with a US$ 10 million launch budget. See www.clubcarlson.com, the new loyalty program website, for full program details.

tel +1 (800) 613-3333 tel +1 (402) 501-5622 tel +44 (207) 949-0379 tel +61 (2) 9320-4499

tel +1 (800) 613-3333 tel +1 (402) 501-5622 tel +44 (207) 949-0378 tel +61 (2) 9320-4499


clubcarlson.com

MR J SMITH

0000 0000 0000 0000 10/2015 STATUS VALID THROUGH

U.S. & CANADA CARIBBEAN, MEXICO, CENTRAL & S. AMERICA EUROPE, MIDDLE EAST AND AFRICA ASIA PACIFIC

tel +1 (800) 613-3333 tel +1 (402) 501-5622 tel +44 (207) 949-0379 tel +61 (2) 9320-4499

Subject to program terms and conditions and privacy policy. This card remains the property of Carlson Hotels, Inc. ©2011 Carlson Hotels, Inc.

Rezidor and Carlson launch new loyalty program clubcarlson.com

MR J SMITH

0000 0000 0000 0000 10/2015 STATUS VALID THROUGH

U.S. & CANADA CARIBBEAN, MEXICO, CENTRAL & S. AMERICA EUROPE, MIDDLE EAST AND AFRICA ASIA PACIFIC

tel +1 (800) 613-3333 tel +1 (402) 501-5622 tel +44 (207) 949-0379 tel +61 (2) 9320-4499

Subject to program terms and conditions and privacy policy. This card remains the property of Carlson Hotels, Inc. ©2011 Carlson Hotels, Inc.

clubcarlson.com

MR J SMITH

0000 0000 0000 0000 10/2015 STATUS VALID THROUGH

MR J SMITH

0000 0000 0000 0000 10/2015 STATUS VALID THROUGH

clubcarlson.com

U.S. & CANADA CARIBBEAN, MEXICO, CENTRAL & S. AMERICA EUROPE, MIDDLE EAST AND AFRICA ASIA PACIFIC

MR J SMITH

tel +1 (800) 613-3333 tel +1 (402) 501-5622 tel +44 (207) 949-0379 STATUS telVALID +61 (2) 9320-4499

0000 0000 0000 0000 10/2015 THROUGH

Subject to program terms and conditions and privacy policy. This card remains the property of Carlson Hotels, Inc. ©2011 Carlson Hotels, Inc.

Subject to program terms and conditions and privacy policy. This card remains the property of Carlson Hotels, Inc. ©2011 Carlson Hotels, Inc.

clubcarlson.com

clubcarlson.com

U.S. & CANADA CARIBBEAN, MEXICO, CENTRAL & S. AMERICA EUROPE, MIDDLE EAST AND AFRICA ASIA PACIFIC

tel +1 (800) 613-3333

tel +1 (402) 501-5622 0000 0000 0000 0000 tel +44 (207) 949-0379 tel +61 (2) 9320-4499

clubcarlson.com

U.S. & CANADA CARIBBEAN, MEXICO, CENTRAL & S. AMERICA EUROPE, MIDDLE EAST AND AFRICA ASIA PACIFIC

tel +1 (800) 613-3333 tel +1 (402) 501-5622 tel +44 (207) 949-0379 tel +61 (2) 9320-4499

The Rezidor Hotel Group and Carlson launched their new hotel loyalty program, Club CarlsonSM, on March 31, 2011, one of the most rewarding loyalty programs. Members of Club CarlsonSM, formerly known as goldpoints plusSM, benefit from an enriched array of first-class redemption opportunities, including Rezidor’s and Carlson’s global resorts. Members have the ability to earn points for every eligible stay at more than 1,000 hotels worldwide: Radisson, Radisson Blu, Radisson Edwardian, Country Inns & Suites, Park Inn and Park Plaza Hotels & Resorts. In 2010, Rezidor and Carlson announced a plan to double the size of their loyalty program to 10 million members by 2013, and the membership grew by 24 percent to 6.5 million members during the last year. Club CarlsonSM offers fantastic new features, such as:

0000 0000 0000 0000 Club CarlsonSM App 10/2015 To expand and optimise its reach to the mobile audience, we have launched Club CarlsonSM as a new iPhone and Android mobile application, which features express booking for all hotels, 0000 0000 0000 0000 personalisation options, GPS mapping and the ability to redeem points. The app also links to “Explore Destinations,” a best-in-class feature, which stores more than 4.4 million points of interest from local restaurants to tourist attractions.

Redemption Amount of points required for an Award Night has been lowered. Award Nights now start at 9,000 points only! Members can redeem points across 1,071 hotels worldwide, including 42 stunning resorts in Europe, the Middle East, the Caribbean, Latin America and Asia Pacific.

Benefit to Small to Medium-Sized Businesses A new extension of the loyalty program is specifically designed with small business owners in mind that allows both the individual traveller and business to earn points for stays. Business owners can use their points to reduce future travel expenses or offer them as employee rewards. This feature will be rolled-out later in 2011 in EMEA.

Customer Privileges and Benefits The new Concierge Elite tier provides members with room upgrades and continental breakfast, a 75 percent point bonus on stays, and starting by mid-year, access to a special Concierge Service line for theatre and sports tickets, and reservations at toprated restaurants anywhere in the world. Rollover nights allow Elite members to roll over extra nights to qualify toward their next year’s Elite status. Earning Members will earn points much quicker: - All points earning are based on USD instead of EUR - At Park Inn and Country Inn & Suites hotels, members will earn 20 points per USD spent (instead of 15 points per EUR) As an example, a member who stays five nights at the Radisson hotel can earn an Award Night at the Park Inn.

52

MR J SMITH

Subject to program terms and conditions and privacy policy. This card remains the property of Carlson Hotels, Inc. ©2011 Carlson Hotels, Inc.

clubcarlson.com

U.S. & CANADA CARIBBEAN, MEXICO, CENTRAL & S. AMERICA EUROPE, MIDDLE EAST AND AFRICA ASIA PACIFIC

U.S. & CANADA CARIBBEAN, MEXICO, CENTRAL & S. AMERICA EUROPE, MIDDLE EAST AND AFRICA ASIA PACIFIC

Subject to program terms and conditions and privacy policy. This card remains the property of Carlson Hotels, Inc. ©2011 Carlson Hotels, Inc.

Subject to program terms and conditions and privacy policy. This card remains the property of Carlson Hotels, Inc. ©2011 Carlson Hotels, Inc.

STATUS VALID THROUGH

U.S. & CANADA CARIBBEAN, MEXICO, CENTRAL & S. AMERICA EUROPE, MIDDLE EAST AND AFRICA ASIA PACIFIC

tel +1 (800) 613-3333 tel +1 (402) 501-5622 tel +44 (207) 949-0378 tel +61 (2) 9320-4499

Subject to program terms and conditions and privacy policy. This card remains the property of Carlson Hotels, Inc. ©2011 Carlson Hotels, Inc.

Benefit to Hotels While Club CarlsonSM adds considerable value to consumers, the new program also greatly improves the economic value to the hotels on an overall cost – benefit basis. The Club CarlsonSM launch is promoted with a US$ 10 million launch budget. See www.clubcarlson.com, the new loyalty program website, for full program details.

tel +1 (800) 613-3333 tel +1 (402) 501-5622 tel +44 (207) 949-0379 tel +61 (2) 9320-4499

tel +1 (800) 613-3333 tel +1 (402) 501-5622 tel +44 (207) 949-0378 tel +61 (2) 9320-4499


Feature Revenue Generation

Upgrade your key accounts to Silver Elite! Club CarlsonSM offers extra recognition to your key accounts

What is the corporate upgrade?

How do you promote it?

The Club CarlsonSM corporate upgrade is a negotiation tool for Global Sales Offices (GSOs) and hotel sales teams. It offers an exclusive upgrade to Silver Elite status for the corporate business travellers of your key accounts. The Silver Elite card is valid until February 2012.

Brochures are available for your sales teams via: www.cc-corporateupgrade.com. In addition, three different banners are designed for the company Intranet of the key accounts so that they can spread the good news to their employees. To download these banners, go to the Rezidor Intranet, in the Club Carlson menu.

Silver Elite benefits: • Best available room in the category booked • 25% bonus Gold Points® on points earned • 10% discount in all-day-dining restaurants • 10% off weekend rates at Radisson Blu, Park Plaza, Park Inn and Country Inns & Suites • 2,000 bonus Gold Points® for each booking made via clubcarlson.com, radissonblu.com or parkinn.com

How does it work? To access Silver Elite status, the key account clients will have to enter a special promo code when joining via clubcarlson.com. So, first request this promo code for your hotel/GSO by logging on to www.clubcarlson.com/corporateupgrade or the Rezidor Intranet>Club Carlson>Corporate upgrade.

More information emeahotels@carlson.com +44 207 949 0378

Go to

www.cc-corporateupgrade.com

Receive e-mail with promo code within 10 working days

Communicate the promo code with banners to your key accounts

Hotel

Key account employees receive their silver card (valid until February 2012) within 2-4 weeks

Fill in the online form. Codes are valid for 3 months. One hotel code for all key accounts.

These codes are confidential and must only be shared with your Do not share these codes or brochures in any public spaces at the hotel.

corporate key accounts.

54

Key account employees join the program (clubcarlson.com) + enter the promo code

GSO

Digital IN-House Promotion

Rezidor has signed an agreement with Otrum for the development and production of a digital inhouse promotional stand. The unique selling points: ● Local and corporate marketing messages can be shown with the ability to do instant updates ● RSS feeds such as the weather forecast can be shown automatically ● Stylish option to promote your hotel facilities as well as corporate programmes ● In the long run, digital stands will replace the clutter of roll-ups and big size posters, etc How does the inhouse promotional stand look like? It will be branded as either Radisson Blu or Park Inn by Radisson. The inhouse promotional stand will contain Otrum’s Media Cube and a 46’’ Samsung industrial LCD display. The stand measures 1.95m high and 0.87m wide. How to install the inhouse promotional stand? The stands are designed to be self-installed by the hotel. Together with the shipment of the promotional stand there will be an installation guide showing you what steps to take: 1. Connect the stand to power 2. Connect the stand to a Ethernet network connection with Internet access

Fill in the online form. Codes are valid for 3 months. One code per key account.

hotline

The following manuals will be included in the delivery: ● Unpacking guide ● Installation guide ● Activation guide ● Content upload guide What do you need? CAT 5/6 ● Wireless network: one receiver per cube is required ● Power outlet ●

This product is available on rezPIN for hotels to purchase. Promotional templates have been developed by Cornerstone. For further questions please do not hesitate to contact: John Kennedy Vice President, Marketing & CRM john.kennedy@rezidor.com

Rezidor’s new digital agency As of March onwards, Rezidor will work with a new agency, called “These Days”, part of the Wunderman Group and based in Antwerp, Belgium. The agency is specialised in digital marketing and will help Rezidor to send more targeted email communications to its customer database.

Rezidor currently has the following number of contacts in the database: • Radisson Blu B2C: 1,900,000 • Park Inn by Radisson B2C: 700,000 • Radisson Blu B2B: 40,000 To promote your hotel in one of Rezidor’s newsletters, contact heidi.hermans@rezidor.com 55


Feature Revenue Generation

Upgrade your key accounts to Silver Elite! Club CarlsonSM offers extra recognition to your key accounts

What is the corporate upgrade?

How do you promote it?

The Club CarlsonSM corporate upgrade is a negotiation tool for Global Sales Offices (GSOs) and hotel sales teams. It offers an exclusive upgrade to Silver Elite status for the corporate business travellers of your key accounts. The Silver Elite card is valid until February 2012.

Brochures are available for your sales teams via: www.cc-corporateupgrade.com. In addition, three different banners are designed for the company Intranet of the key accounts so that they can spread the good news to their employees. To download these banners, go to the Rezidor Intranet, in the Club Carlson menu.

Silver Elite benefits: • Best available room in the category booked • 25% bonus Gold Points® on points earned • 10% discount in all-day-dining restaurants • 10% off weekend rates at Radisson Blu, Park Plaza, Park Inn and Country Inns & Suites • 2,000 bonus Gold Points® for each booking made via clubcarlson.com, radissonblu.com or parkinn.com

How does it work? To access Silver Elite status, the key account clients will have to enter a special promo code when joining via clubcarlson.com. So, first request this promo code for your hotel/GSO by logging on to www.clubcarlson.com/corporateupgrade or the Rezidor Intranet>Club Carlson>Corporate upgrade.

More information emeahotels@carlson.com +44 207 949 0378

Go to

www.cc-corporateupgrade.com

Receive e-mail with promo code within 10 working days

Communicate the promo code with banners to your key accounts

Hotel

Key account employees receive their silver card (valid until February 2012) within 2-4 weeks

Fill in the online form. Codes are valid for 3 months. One hotel code for all key accounts.

These codes are confidential and must only be shared with your Do not share these codes or brochures in any public spaces at the hotel.

corporate key accounts.

54

Key account employees join the program (clubcarlson.com) + enter the promo code

GSO

Digital IN-House Promotion

Rezidor has signed an agreement with Otrum for the development and production of a digital inhouse promotional stand. The unique selling points: ● Local and corporate marketing messages can be shown with the ability to do instant updates ● RSS feeds such as the weather forecast can be shown automatically ● Stylish option to promote your hotel facilities as well as corporate programmes ● In the long run, digital stands will replace the clutter of roll-ups and big size posters, etc How does the inhouse promotional stand look like? It will be branded as either Radisson Blu or Park Inn by Radisson. The inhouse promotional stand will contain Otrum’s Media Cube and a 46’’ Samsung industrial LCD display. The stand measures 1.95m high and 0.87m wide. How to install the inhouse promotional stand? The stands are designed to be self-installed by the hotel. Together with the shipment of the promotional stand there will be an installation guide showing you what steps to take: 1. Connect the stand to power 2. Connect the stand to a Ethernet network connection with Internet access

Fill in the online form. Codes are valid for 3 months. One code per key account.

hotline

The following manuals will be included in the delivery: ● Unpacking guide ● Installation guide ● Activation guide ● Content upload guide What do you need? CAT 5/6 ● Wireless network: one receiver per cube is required ● Power outlet ●

This product is available on rezPIN for hotels to purchase. Promotional templates have been developed by Cornerstone. For further questions please do not hesitate to contact: John Kennedy Vice President, Marketing & CRM john.kennedy@rezidor.com

Rezidor’s new digital agency As of March onwards, Rezidor will work with a new agency, called “These Days”, part of the Wunderman Group and based in Antwerp, Belgium. The agency is specialised in digital marketing and will help Rezidor to send more targeted email communications to its customer database.

Rezidor currently has the following number of contacts in the database: • Radisson Blu B2C: 1,900,000 • Park Inn by Radisson B2C: 700,000 • Radisson Blu B2B: 40,000 To promote your hotel in one of Rezidor’s newsletters, contact heidi.hermans@rezidor.com 55


we have the perfect gift

you’re looking for

Feature Revenue Generation

We have the perfect

Christmas gift

you’re looking for

hotline

Launch of the B2B site

Address Verification

Launched in September 2010, this site allows companies to order gift cards in bulk directly (once their account has been created by the Global Sales Office).

To avoid credit card fraud, you will be asked to enter the address of the credit card holder in webPortal when selling a gift card.

The B2B brochure (printed version), available in six different languages, was sent out to a list of suppliers and the Comités d’Entreprise in France. The brochure can also be downloaded from www.radissonblu.com/giftcard www.parkinn.com/giftcard.

If you have any comments or questions, please contact: John Kennedy john.kennedy@rezidor.com Heidi Hermans heidi.hermans@rezidor.com

Givex is currently working on simplifying the sales and redemption procedure. We hope to roll it out to all hotels in the very near future.

The Gift Card scheme had a full year in 2010 with a host of campaigns and activities. Over the year, 4,000 gift cards were sold, worth a total of EUR 400,000! The country recording the highest sales is Ireland.

Gift Card programme What’s new? Expansion of the scheme – more than 250 hotels in 30 countries It is with great excitement that we welcome 57 hotels in Bahrain, Croatia, the Czech Republic, Egypt, Jordan, Estonia, Kuwait, Latvia, Lebanon, Lithuania, Malta, Oman, Poland, Saudi Arabia, Slovakia, Tunisia, Turkey and the United Arab Emirates to our Gift Card scheme, which now covers more than 250 hotels in over 30 countries!

Customer complaint procedure To enable hotels to offer a gift card as a service recovery tool, a new complaint procedure has been introduced, whereby hotels can supply guests with a gift card without the need to use a credit card. Gift cards will be activated through the gift card support centre in Dublin. For further information on how to use this procedure, please have a look on the Intranet. If a customer complains after leaving the hotel, a EUR 100 e-certificate – a gift card sent by e-mail - will be issued.

Partnership with Miles & More As of 1 December 2010, Miles & More loyalty card holders have the option of exchanging their air miles for a gift card e-certificate.

Hospitality Awards 2010 We are very proud to announce that the Gift Card scheme was one of the top three finalists in the category “Best E-commerce/Marketing Strategy”! 56

Ask reception for more information or visit radissonblu.com/giftcard 113857 BRUZT Toilet posters (210x297).indd 1

08/10/10 15.17

In Ireland, a 30-second radio spot was played on TodayFM and 2FM, promoting the gift card in conjunction with our Irish hotels. Various print classifieds and image advertising also helped increased gift card awareness in newspapers such as the Irish Independent, the Irish Times and weekend magazines.

What’s been happening in the past few months?

In the German market, national press advertising was used, as well as magazine advertising in Frau im Leben. Lufthansa’s inflight magazine also promoted the gift card.

Christmas campaigns

Other recent activities

Christmas is the time of year when sales tend to increase rapidly, and gift cards were no exception. Some 46% of the yearly sales were recorded in November and December and we saw a large increase in all types of gift cards. To promote the scheme during the festive season, we ran a Christmas campaign through various distribution channels. In October, recipients of our B2C newsletter got the chance to vote for the Design of Christmas wallet to be used with our gift cards during the Christmas period. Around 14,000 people took part, and the image with stars was chosen to be printed on the new holders sent to all Radisson Blu and Park Inn hotels. Throughout November and December the gift card was promoted on a number of travel sites, social networks and reward sites. A total of 1.8 million impressions were shown on sites such as Facebook, Spotify and Teletext holidays. The Radisson Blu Winter Quiz – participants in this online game had the chance to win 925 e-certificates worth EUR 20-100.

goldpoints plusSM A goldpoints plusSM e-mail shot was sent out linking already loyal Rezidor customers with the gift card. Competition entrants had the chance to win a EUR 150 gift card.

In-hotel material A pilot scheme in Ireland with themed collateral materials – anniversary, spa, wedding and good luck. New designs for carriers, totem pole and A4 displays, Toilet posters, and mini branded brochures are available at the hotels

 Need a Get away Card? Hotels you can rely on:

A city break, a spa treatment or a cosy dinner...the choice is yours.

Park Inn. Adding Color to LifeSM

Payment methods Visa and MasterCard co-branded debit cards have been accepted. American Express coming soon.

parkinn.com/giftcard


we have the perfect gift

you’re looking for

Feature Revenue Generation

We have the perfect

Christmas gift

you’re looking for

hotline

Launch of the B2B site

Address Verification

Launched in September 2010, this site allows companies to order gift cards in bulk directly (once their account has been created by the Global Sales Office).

To avoid credit card fraud, you will be asked to enter the address of the credit card holder in webPortal when selling a gift card.

The B2B brochure (printed version), available in six different languages, was sent out to a list of suppliers and the Comités d’Entreprise in France. The brochure can also be downloaded from www.radissonblu.com/giftcard www.parkinn.com/giftcard.

If you have any comments or questions, please contact: John Kennedy john.kennedy@rezidor.com Heidi Hermans heidi.hermans@rezidor.com

Givex is currently working on simplifying the sales and redemption procedure. We hope to roll it out to all hotels in the very near future.

The Gift Card scheme had a full year in 2010 with a host of campaigns and activities. Over the year, 4,000 gift cards were sold, worth a total of EUR 400,000! The country recording the highest sales is Ireland.

Gift Card programme What’s new? Expansion of the scheme – more than 250 hotels in 30 countries It is with great excitement that we welcome 57 hotels in Bahrain, Croatia, the Czech Republic, Egypt, Jordan, Estonia, Kuwait, Latvia, Lebanon, Lithuania, Malta, Oman, Poland, Saudi Arabia, Slovakia, Tunisia, Turkey and the United Arab Emirates to our Gift Card scheme, which now covers more than 250 hotels in over 30 countries!

Customer complaint procedure To enable hotels to offer a gift card as a service recovery tool, a new complaint procedure has been introduced, whereby hotels can supply guests with a gift card without the need to use a credit card. Gift cards will be activated through the gift card support centre in Dublin. For further information on how to use this procedure, please have a look on the Intranet. If a customer complains after leaving the hotel, a EUR 100 e-certificate – a gift card sent by e-mail - will be issued.

Partnership with Miles & More As of 1 December 2010, Miles & More loyalty card holders have the option of exchanging their air miles for a gift card e-certificate.

Hospitality Awards 2010 We are very proud to announce that the Gift Card scheme was one of the top three finalists in the category “Best E-commerce/Marketing Strategy”! 56

Ask reception for more information or visit radissonblu.com/giftcard 113857 BRUZT Toilet posters (210x297).indd 1

08/10/10 15.17

In Ireland, a 30-second radio spot was played on TodayFM and 2FM, promoting the gift card in conjunction with our Irish hotels. Various print classifieds and image advertising also helped increased gift card awareness in newspapers such as the Irish Independent, the Irish Times and weekend magazines.

What’s been happening in the past few months?

In the German market, national press advertising was used, as well as magazine advertising in Frau im Leben. Lufthansa’s inflight magazine also promoted the gift card.

Christmas campaigns

Other recent activities

Christmas is the time of year when sales tend to increase rapidly, and gift cards were no exception. Some 46% of the yearly sales were recorded in November and December and we saw a large increase in all types of gift cards. To promote the scheme during the festive season, we ran a Christmas campaign through various distribution channels. In October, recipients of our B2C newsletter got the chance to vote for the Design of Christmas wallet to be used with our gift cards during the Christmas period. Around 14,000 people took part, and the image with stars was chosen to be printed on the new holders sent to all Radisson Blu and Park Inn hotels. Throughout November and December the gift card was promoted on a number of travel sites, social networks and reward sites. A total of 1.8 million impressions were shown on sites such as Facebook, Spotify and Teletext holidays. The Radisson Blu Winter Quiz – participants in this online game had the chance to win 925 e-certificates worth EUR 20-100.

goldpoints plusSM A goldpoints plusSM e-mail shot was sent out linking already loyal Rezidor customers with the gift card. Competition entrants had the chance to win a EUR 150 gift card.

In-hotel material A pilot scheme in Ireland with themed collateral materials – anniversary, spa, wedding and good luck. New designs for carriers, totem pole and A4 displays, Toilet posters, and mini branded brochures are available at the hotels

 Need a Get away Card? Hotels you can rely on:

A city break, a spa treatment or a cosy dinner...the choice is yours.

Park Inn. Adding Color to LifeSM

Payment methods Visa and MasterCard co-branded debit cards have been accepted. American Express coming soon.

parkinn.com/giftcard


Drive Volume to drive feedback In 2010, our hotels invited almost 710,000 guests to participate in our survey, of which 145,000 responded concerning their experience at Rezidor-branded hotels. Keeping in mind a customer’s willingness to participate due to time constraints, priorities, concern for data security, etc., this is quite a healthy start. We do have a long way to go, so we will step up our efforts even more in 2011, and focus on increasing volumes of invitations and the percentage of customer feedback. Here are some examples of best practices from high-performing hotels that have developed smart ways to attract more customers to engage in the programme. Also look for tips on how to make guests feel comfortable and secure about participating. Radisson Blu Hotel, Rostock The hotel team noticed that the survey response rate was low and that most guests were conservative and reluctant to give their e-mail address due to data privacy concerns. A small pocket-size paper form was devised explaining that this information would not be stored and reused for unsolicited promotional e-mails (unless separate consent was given). By collecting data in this way, the hotel satisfies customers that their details will only be used for Medallia. The results have been remarkable: the number of completed surveys received shot up to 2,000 in 2010.

Park Inn Hammarby Sjöstad, Stockholm When this new Park Inn property opened, the hotel team was keen to closely monitor customer feedback in order to fine-tune operational details and ensure the hotel was 100% in line with guest expectations. To generate a maximum volume of invitations, they created a simple registration card from Opera and handed one out to each guest at check-in. This procedure resulted in a response rate of 1/3, which is higher than the Europe, Middle East & Africa (EMEA) average. The Front Office team is also keen to drive the number of surveys in order to get feedback on their own work and the quality of the service provided. The emphasis is on seeking guests’ verbal agreement and not sending e-mails without permission. Radisson Blu Astrid Hotel, Antwerp This hotel has adopted another approach to drive the number of surveys, by establishing competitive monitoring of regional performance and comparing all Belgian hotels’ key performance indicators (KPI) and volume of invitations. It all started when guests’ comments used to be displayed weekly on the Yes I Can!

COLLECT

FEEDBACK DATA

Radisson Blu Hotel, Marseille Vieux Port This hotel enjoys a significant amount of business from groups and events, so the challenge was to obtain feedback when customers are not checking in one by one at reception. To overcome this problem, the hotel team found a clever way to request the delegates’ details in advance from the meeting organisers. All e-mail addresses are put into Opera, which generates a personal invitation to take part in the survey (by providing their details, delegates give their permission to receive the Medallia survey). After setting up this procedure, the hotel reported receiving double the usual number of completed surveys per month. The plan is to continue using this method throughout 2011.

ANALYZE

AGGREGATE SEGMENT

 Legroom on the train.  Elbow room on the plane.  Room to stretch out. ✓

The more Medallia invitations our hotels can send out, the more feedback we can gather and the more valuable the programme becomes. A large sample of customer feedback helps us to understand and draw tangible, meaningful conclusions, and to take the appropriate business decisions to enhance customer experience. For example, adapting Food & Beverage products and services in some hotels, and meetings & events facilities in others.

ACT

LEARNING IMPROVE CHANGE wall in the staff canteen. Using this information, the hotel can compare its guest satisfaction score with that of other hotels in Belgium, thereby creating a competitive spirit of emulation and promoting contact between the hotels. Department heads also share key feedback and insights during their regular meetings and brainstorm on how to improve or adapt products and services accordingly. This method has resulted in all staff becoming involved in Medallia and customer feedback, and drives the desire to receive as many surveys as possible. Other tips and best practices are shared through training webcasts, newsletter updates and other internal communications to help hotels get the most out of Medallia. For questions, please contact the Customer Relationship Management (CRM) team in Brussels.

◆ 58

100+ hotels

Hotels you can rely on: You can rely on our Yes I Can! service attitude to ensure a pleasant stay

Park Inn. Adding Color to LifeSM

parkinn.com


Drive Volume to drive feedback In 2010, our hotels invited almost 710,000 guests to participate in our survey, of which 145,000 responded concerning their experience at Rezidor-branded hotels. Keeping in mind a customer’s willingness to participate due to time constraints, priorities, concern for data security, etc., this is quite a healthy start. We do have a long way to go, so we will step up our efforts even more in 2011, and focus on increasing volumes of invitations and the percentage of customer feedback. Here are some examples of best practices from high-performing hotels that have developed smart ways to attract more customers to engage in the programme. Also look for tips on how to make guests feel comfortable and secure about participating. Radisson Blu Hotel, Rostock The hotel team noticed that the survey response rate was low and that most guests were conservative and reluctant to give their e-mail address due to data privacy concerns. A small pocket-size paper form was devised explaining that this information would not be stored and reused for unsolicited promotional e-mails (unless separate consent was given). By collecting data in this way, the hotel satisfies customers that their details will only be used for Medallia. The results have been remarkable: the number of completed surveys received shot up to 2,000 in 2010.

Park Inn Hammarby Sjöstad, Stockholm When this new Park Inn property opened, the hotel team was keen to closely monitor customer feedback in order to fine-tune operational details and ensure the hotel was 100% in line with guest expectations. To generate a maximum volume of invitations, they created a simple registration card from Opera and handed one out to each guest at check-in. This procedure resulted in a response rate of 1/3, which is higher than the Europe, Middle East & Africa (EMEA) average. The Front Office team is also keen to drive the number of surveys in order to get feedback on their own work and the quality of the service provided. The emphasis is on seeking guests’ verbal agreement and not sending e-mails without permission. Radisson Blu Astrid Hotel, Antwerp This hotel has adopted another approach to drive the number of surveys, by establishing competitive monitoring of regional performance and comparing all Belgian hotels’ key performance indicators (KPI) and volume of invitations. It all started when guests’ comments used to be displayed weekly on the Yes I Can!

COLLECT

FEEDBACK DATA

Radisson Blu Hotel, Marseille Vieux Port This hotel enjoys a significant amount of business from groups and events, so the challenge was to obtain feedback when customers are not checking in one by one at reception. To overcome this problem, the hotel team found a clever way to request the delegates’ details in advance from the meeting organisers. All e-mail addresses are put into Opera, which generates a personal invitation to take part in the survey (by providing their details, delegates give their permission to receive the Medallia survey). After setting up this procedure, the hotel reported receiving double the usual number of completed surveys per month. The plan is to continue using this method throughout 2011.

ANALYZE

AGGREGATE SEGMENT

 Legroom on the train.  Elbow room on the plane.  Room to stretch out. ✓

The more Medallia invitations our hotels can send out, the more feedback we can gather and the more valuable the programme becomes. A large sample of customer feedback helps us to understand and draw tangible, meaningful conclusions, and to take the appropriate business decisions to enhance customer experience. For example, adapting Food & Beverage products and services in some hotels, and meetings & events facilities in others.

ACT

LEARNING IMPROVE CHANGE wall in the staff canteen. Using this information, the hotel can compare its guest satisfaction score with that of other hotels in Belgium, thereby creating a competitive spirit of emulation and promoting contact between the hotels. Department heads also share key feedback and insights during their regular meetings and brainstorm on how to improve or adapt products and services accordingly. This method has resulted in all staff becoming involved in Medallia and customer feedback, and drives the desire to receive as many surveys as possible. Other tips and best practices are shared through training webcasts, newsletter updates and other internal communications to help hotels get the most out of Medallia. For questions, please contact the Customer Relationship Management (CRM) team in Brussels.

◆ 58

100+ hotels

Hotels you can rely on: You can rely on our Yes I Can! service attitude to ensure a pleasant stay

Park Inn. Adding Color to LifeSM

parkinn.com


Marketing

2011

Feature Revenue Generation

CALENDAR

ONLINE MARKETING

SaLES SUPPORT

Segment Global Meeting Facilities Directory

BGR

Rezidor MICE newspaper

BGR

Radisson Hotel Directory 2011

BIN

Park Inn by Radisson Hotel Directory 2011

BIN

Rezidor gift card support

LIN

Rezidor Trade shows (international)

ALL

Rezidor travel agent campaign

Trade

Park Inn Pocket guide

BIN

Park Inn Leisure brochure (local: UK and Germany)

LIN

Radisson Blu Short Breaks brochure

LIN

Radisson Resorts brochure (worldwide)

ALL

In-house material

BIN/LIN

JAN

FEB MAR APR

MAY

Jun

Jul

hotline

Segment

Aug Sept Oct Nov Dec Pay for Performance (SEO/PPC and online partner activities) Radisson Blu PPC

JAN

FEB MAR APR

MAY

Jun

Jul

Aug Sept Oct Nov Dec

BIN/BGR/LIN

Park Inn PPC

BIN/BGR/LIN

Country Inn PPC

BIN/BGR/LIN

Web support Radisson Blu web support

ALL

Park Inn web support

ALL

CRM & DIRECT MARKETING

ADVERTISING

Segment

JAN

FEB MAR APR

MAY

Jun

Jul

Aug Sept Oct Nov Dec

Club CarlsonSM

Segment

JAN

FEB MAR APR

MAY

Jun

Jul

Aug Sept Oct Nov Dec

Image advertising Radisson Blu Image advertising campaign

BIN/Trade

Radisson Blu Image advertising - permanent airport sites

BIN

Radisson Blu Image advertising - Meetings & Events

BGR

Park Inn - outdoor campaign (bus, tram)

BIN

Park Inn advertising

BGR/LIN

Multi-brand campaigns (EMEA/global)

BIN/LIN

5x

5x

5x

5x

5x

5x

5x

5x

5x

5x

5x

5x

Solus e-newsletter

BIN/LIN

2x

2x

2x

2x

2x

2x

2x

2x

2x

2x

2x

2x

1x

1x

1x

2x

2x

1x

2x

1x

1x

Partner marketing (airlines, car rental, retail/non-travel)

LIN/BIN

E-communication

Tactical advertising

Radisson Blu B2B/MICE e-newsletters

BGR

Radisson Blu B2C e-newsletters

LIN

Database acquisition Radisson Blu

LIN/BGR

Radisson Blu Tactical advertising: Short Breaks

LIN

Database acquisition Park Inn

LIN

Radisson Blu Trade Tactical advertising

Trade

LIN

Park Inn Tactical advertising: Weekends/Summer

Park Inn B2C newsletter

LIN

Park Inn Tactical advertising

BIN/BGR/LIN

BIN

Rezidor communication to the trade

Park Inn Trade Tactical advertising

Trade

Pre-summer

Summer

Weekends

Market Research

Multi-brand activities Radisson Blu activities

Segment

JAN

FEB MAR APR

Market Research by BDRC

MAY

Jun

Jul

Park inn activities

Aug Sept Oct Nov Dec

Country Inns & Suites

BDRC BDRC

BIN/LIN BIN/LIN

BDRC

BGR

BDRC

BGR

60

1x

BIN LIN BGR

Business Individual/Business Traveller Leisure Individual/Leisure Traveller Business Groups/Meetings & Events

1x

1x

1x

1x

1x 1x

1x

1x

1x 2x

1x

1x

1x 1x

2011

61


Marketing

2011

Feature Revenue Generation

CALENDAR

ONLINE MARKETING

SaLES SUPPORT

Segment Global Meeting Facilities Directory

BGR

Rezidor MICE newspaper

BGR

Radisson Hotel Directory 2011

BIN

Park Inn by Radisson Hotel Directory 2011

BIN

Rezidor gift card support

LIN

Rezidor Trade shows (international)

ALL

Rezidor travel agent campaign

Trade

Park Inn Pocket guide

BIN

Park Inn Leisure brochure (local: UK and Germany)

LIN

Radisson Blu Short Breaks brochure

LIN

Radisson Resorts brochure (worldwide)

ALL

In-house material

BIN/LIN

JAN

FEB MAR APR

MAY

Jun

Jul

hotline

Segment

Aug Sept Oct Nov Dec Pay for Performance (SEO/PPC and online partner activities) Radisson Blu PPC

JAN

FEB MAR APR

MAY

Jun

Jul

Aug Sept Oct Nov Dec

BIN/BGR/LIN

Park Inn PPC

BIN/BGR/LIN

Country Inn PPC

BIN/BGR/LIN

Web support Radisson Blu web support

ALL

Park Inn web support

ALL

CRM & DIRECT MARKETING

ADVERTISING

Segment

JAN

FEB MAR APR

MAY

Jun

Jul

Aug Sept Oct Nov Dec

Club CarlsonSM

Segment

JAN

FEB MAR APR

MAY

Jun

Jul

Aug Sept Oct Nov Dec

Image advertising Radisson Blu Image advertising campaign

BIN/Trade

Radisson Blu Image advertising - permanent airport sites

BIN

Radisson Blu Image advertising - Meetings & Events

BGR

Park Inn - outdoor campaign (bus, tram)

BIN

Park Inn advertising

BGR/LIN

Multi-brand campaigns (EMEA/global)

BIN/LIN

5x

5x

5x

5x

5x

5x

5x

5x

5x

5x

5x

5x

Solus e-newsletter

BIN/LIN

2x

2x

2x

2x

2x

2x

2x

2x

2x

2x

2x

2x

1x

1x

1x

2x

2x

1x

2x

1x

1x

Partner marketing (airlines, car rental, retail/non-travel)

LIN/BIN

E-communication

Tactical advertising

Radisson Blu B2B/MICE e-newsletters

BGR

Radisson Blu B2C e-newsletters

LIN

Database acquisition Radisson Blu

LIN/BGR

Radisson Blu Tactical advertising: Short Breaks

LIN

Database acquisition Park Inn

LIN

Radisson Blu Trade Tactical advertising

Trade

LIN

Park Inn Tactical advertising: Weekends/Summer

Park Inn B2C newsletter

LIN

Park Inn Tactical advertising

BIN/BGR/LIN

BIN

Rezidor communication to the trade

Park Inn Trade Tactical advertising

Trade

Pre-summer

Summer

Weekends

Market Research

Multi-brand activities Radisson Blu activities

Segment

JAN

FEB MAR APR

Market Research by BDRC

MAY

Jun

Jul

Park inn activities

Aug Sept Oct Nov Dec

Country Inns & Suites

BDRC BDRC

BIN/LIN BIN/LIN

BDRC

BGR

BDRC

BGR

60

1x

BIN LIN BGR

Business Individual/Business Traveller Leisure Individual/Leisure Traveller Business Groups/Meetings & Events

1x

1x

1x

1x

1x 1x

1x

1x

1x 2x

1x

1x

1x 1x

2011

61


Feature Rezidor’s Preferred Partner Profile

Burkhard Schmidt is a man on a mission: a very dedicated mission that takes him to stay in many of the world’s most desirable hotels. But his life as a guest is not a time for relaxation or leisurely indulgences. Instead, Burkhard devotes his time in hotels to intense study: to making precise observations that will inform the professional consultancy he offers in his role as Director of the Hotel & Restaurant Division for internationally renowned ceramics manufacturer, Villeroy & Boch. Burkhard uses his expert eye and immense experience, pinpointing exactly the right style of porcelain to reflect and enhance a hotel's style, atmosphere and authenticity. Renu Snehi joins the conversation between Burkhard and Michael Neuner, Rezidor’s newly appointed Vice President of Food & Beverage, for this hotline special: You spend a great deal of time travelling around the world on business. What is the first thing you notice when you enter a hotel? Schmidt The greeting by the people at the reception desk. No matter how large or luxuriously appointed a hotel may be, when you arrive at the end of a journey, it’s the hotel staff who play the biggest role in determining whether or not you feel at home and truly welcome.

We live in an increasingly style conscious age. And Rezidor places style very high on our list of priorities in terms of the experience we offer our guests. What does “style” mean to you? Schmidt Style is a very individual subjective notion. To me, a hotel is stylish if the people who work there fulfill the expectation created by the hotel’s design. Neuner We believe that great hospitality is based on anticipating and responding to our guests’ ever evolving desires, needs, passions and expectations. The savvy contemporary traveller now seeks so much more from a hotel stay than just a bed and a meal. Modern hotel guests demand a memorable lifestyle experience with an inspirational, design conscious approach, minute attention to detail and impeccable service. They want a hotel stay that they see is relective of themselves, their style, their aspirations and their values: something they can talk about when they get home. Radisson Blu takes great pride in working with the world’s leading designers and architects, helping us to introduce the most desirably innovative and imaginative hotel design in our class, creating iconic individual hotels and interiors for individual markets and our individual guests.

What sets Radisson Blu apart from other hotel brands that you work with? Schmidt My expectations were high when I first visited the Radisson Royal Hotel in Moscow. And I wasn’t disappointed. Despite its immense size, you receive an excellent level of discreet individual service and are made to feel at home in truly stylish surroundings. The Radisson Blu portfolio offers a broad spectrum of hotels that conclusively reflect discerning standards and service. Neuner Rezidor prides itself on being perfect in every particular: the delight is in the detail. So we select every individual component part of our hotels – and our destination restaurants – with immense thought and care. Our tableware is on display in front of our guests from very early in the morning until late at night. What statement do you think the choice of porcelain makes about a hotel or restaurant? Schmidt Along with a restful night’s sleep, good, stylish dining is a basic essential of any great hotel service experience. If you want to enjoy a stay to its fullest, a well-appointed table and carefully presented food - in the restaurant, at the breakfast buffet and in your room - are

Bone Porcelain" with the addendum: "Made in Germany."

very important aspects. The selection of the porcelain, the cutlery, the glassware and the accessories should complement the food and the room in which it is served. The hotel and restaurant guest has close and direct contact with these items. The right style of tableware helps to decisively enhance the style of the hotel - it’s role is not just one of functionality. The hotel and, ultimately, the guest decide what is important. Radisson Blu, with its excellent portfolio of hotels, makes it easy for guests to make the right choices. How many hotels have you worked with, making recommendations and supplying their porcelain tablewear? Schmidt Last year alone, Villeroy & Boch supplied hotels and restaurants in 96 different countries all over the world. China, India, the CIS states and Brazil are important new markets. But we also have worked with many very well-known hotels in Europe and the US. As a company with a tradition dating back more than 260 years, we have to fulfill the expectations associated with our brand. Rezidor takes pride in partnering with the best of the best. What sets Villeroy & Boch company apart from the competition? Neuner To create a memorable dining experience, it is important that all components in our signature and award-winning bars and restaurants come together as a whole. We have to find a successful mix of aesthetics and functionality, design and practicality to create a “look good, feel good” formula. So we needed to find a partner whose products not only complemented our design but enhanced our service offer and guest experience. Villeroy & Boch is a legend in this field – best of the best. And why work with anyone else, but the best!

hotline

Functionality is obviously essential. But in terms of style and aesthetics, how much of the choices we make for porcelain are affected by a hotel's individual design concept? Schmidt We can respond to every design concept with a multitude of collections in very different "Lifestyles." We also offer special designs. These range from a simple logo to detailed decorations and engraving. We are always happy to work with customers who have special requests because this demonstrates that they share our passion for the products we make. We delight in meeting all expectations of our brands: we see this as an obligation to our partners.

Schmidt We appreciate the respect we have earned from our partners, leading players like Rezidor. We maintain an open dialogue with Rezidor (and other companies) to better gauge the trends and requirements of the future, so we can always be a step ahead. Our collection is not simply beautiful, it’s also smart! Our special impact-resistant porcelain edging is now becoming the standard for many other manufacturers, but thanks to our improved production and firing processes, we were able to set a new benchmark with the wear resistance of the lead-free glazes which we use exclusively. We rely a lot on Fine China and Bone China because they weigh less than hard porcelain of the same professional strength – an important consideration for the people doing the carrying. Bone China is an interesting material with a unique color and transparency. To avoid confusion about the country of origin, we have opted for the designation "Premium

Neuner The fact that Villeroy & Boch is internationally renowned brand with a positive brand image is definitely a big advantage for Rezidor, a company whose footprints expand to 64 countries across Europe, Middle East and Africa. Exquisite characteristics, quality, durability, great design and reliable service are all attributes that Rezidor hotels associate with Villeroy & Boch. As a leading brand itself, this partnership adds great value to our own hotel brands. They also work together with us to increase brand communication by sponsoring a variety of activities – such as international cooking competitions. Through participation in events like the Bocuse D'Or in Europe and Asia, in the Culinary Institute of America in the US and the Culinary World Cup in Luxembourg, Villeroy & Boch successfully demonstrates its competence and association with leading hotel brands. At Rezidor, we love our business. And Villeroy & Boch’s passion for what we love makes them a very good partner for us.

Rezidor with Villeroy & Boch serve

success on a plate 62

Michael Neuner Vice President, Food & Beverage The Rezidor Hotel Group

Burkhard Schmidt Director Villeroy & Boch’s Hotel & Restaurant Division 63


Feature Rezidor’s Preferred Partner Profile

Burkhard Schmidt is a man on a mission: a very dedicated mission that takes him to stay in many of the world’s most desirable hotels. But his life as a guest is not a time for relaxation or leisurely indulgences. Instead, Burkhard devotes his time in hotels to intense study: to making precise observations that will inform the professional consultancy he offers in his role as Director of the Hotel & Restaurant Division for internationally renowned ceramics manufacturer, Villeroy & Boch. Burkhard uses his expert eye and immense experience, pinpointing exactly the right style of porcelain to reflect and enhance a hotel's style, atmosphere and authenticity. Renu Snehi joins the conversation between Burkhard and Michael Neuner, Rezidor’s newly appointed Vice President of Food & Beverage, for this hotline special: You spend a great deal of time travelling around the world on business. What is the first thing you notice when you enter a hotel? Schmidt The greeting by the people at the reception desk. No matter how large or luxuriously appointed a hotel may be, when you arrive at the end of a journey, it’s the hotel staff who play the biggest role in determining whether or not you feel at home and truly welcome.

We live in an increasingly style conscious age. And Rezidor places style very high on our list of priorities in terms of the experience we offer our guests. What does “style” mean to you? Schmidt Style is a very individual subjective notion. To me, a hotel is stylish if the people who work there fulfill the expectation created by the hotel’s design. Neuner We believe that great hospitality is based on anticipating and responding to our guests’ ever evolving desires, needs, passions and expectations. The savvy contemporary traveller now seeks so much more from a hotel stay than just a bed and a meal. Modern hotel guests demand a memorable lifestyle experience with an inspirational, design conscious approach, minute attention to detail and impeccable service. They want a hotel stay that they see is relective of themselves, their style, their aspirations and their values: something they can talk about when they get home. Radisson Blu takes great pride in working with the world’s leading designers and architects, helping us to introduce the most desirably innovative and imaginative hotel design in our class, creating iconic individual hotels and interiors for individual markets and our individual guests.

What sets Radisson Blu apart from other hotel brands that you work with? Schmidt My expectations were high when I first visited the Radisson Royal Hotel in Moscow. And I wasn’t disappointed. Despite its immense size, you receive an excellent level of discreet individual service and are made to feel at home in truly stylish surroundings. The Radisson Blu portfolio offers a broad spectrum of hotels that conclusively reflect discerning standards and service. Neuner Rezidor prides itself on being perfect in every particular: the delight is in the detail. So we select every individual component part of our hotels – and our destination restaurants – with immense thought and care. Our tableware is on display in front of our guests from very early in the morning until late at night. What statement do you think the choice of porcelain makes about a hotel or restaurant? Schmidt Along with a restful night’s sleep, good, stylish dining is a basic essential of any great hotel service experience. If you want to enjoy a stay to its fullest, a well-appointed table and carefully presented food - in the restaurant, at the breakfast buffet and in your room - are

Bone Porcelain" with the addendum: "Made in Germany."

very important aspects. The selection of the porcelain, the cutlery, the glassware and the accessories should complement the food and the room in which it is served. The hotel and restaurant guest has close and direct contact with these items. The right style of tableware helps to decisively enhance the style of the hotel - it’s role is not just one of functionality. The hotel and, ultimately, the guest decide what is important. Radisson Blu, with its excellent portfolio of hotels, makes it easy for guests to make the right choices. How many hotels have you worked with, making recommendations and supplying their porcelain tablewear? Schmidt Last year alone, Villeroy & Boch supplied hotels and restaurants in 96 different countries all over the world. China, India, the CIS states and Brazil are important new markets. But we also have worked with many very well-known hotels in Europe and the US. As a company with a tradition dating back more than 260 years, we have to fulfill the expectations associated with our brand. Rezidor takes pride in partnering with the best of the best. What sets Villeroy & Boch company apart from the competition? Neuner To create a memorable dining experience, it is important that all components in our signature and award-winning bars and restaurants come together as a whole. We have to find a successful mix of aesthetics and functionality, design and practicality to create a “look good, feel good” formula. So we needed to find a partner whose products not only complemented our design but enhanced our service offer and guest experience. Villeroy & Boch is a legend in this field – best of the best. And why work with anyone else, but the best!

hotline

Functionality is obviously essential. But in terms of style and aesthetics, how much of the choices we make for porcelain are affected by a hotel's individual design concept? Schmidt We can respond to every design concept with a multitude of collections in very different "Lifestyles." We also offer special designs. These range from a simple logo to detailed decorations and engraving. We are always happy to work with customers who have special requests because this demonstrates that they share our passion for the products we make. We delight in meeting all expectations of our brands: we see this as an obligation to our partners.

Schmidt We appreciate the respect we have earned from our partners, leading players like Rezidor. We maintain an open dialogue with Rezidor (and other companies) to better gauge the trends and requirements of the future, so we can always be a step ahead. Our collection is not simply beautiful, it’s also smart! Our special impact-resistant porcelain edging is now becoming the standard for many other manufacturers, but thanks to our improved production and firing processes, we were able to set a new benchmark with the wear resistance of the lead-free glazes which we use exclusively. We rely a lot on Fine China and Bone China because they weigh less than hard porcelain of the same professional strength – an important consideration for the people doing the carrying. Bone China is an interesting material with a unique color and transparency. To avoid confusion about the country of origin, we have opted for the designation "Premium

Neuner The fact that Villeroy & Boch is internationally renowned brand with a positive brand image is definitely a big advantage for Rezidor, a company whose footprints expand to 64 countries across Europe, Middle East and Africa. Exquisite characteristics, quality, durability, great design and reliable service are all attributes that Rezidor hotels associate with Villeroy & Boch. As a leading brand itself, this partnership adds great value to our own hotel brands. They also work together with us to increase brand communication by sponsoring a variety of activities – such as international cooking competitions. Through participation in events like the Bocuse D'Or in Europe and Asia, in the Culinary Institute of America in the US and the Culinary World Cup in Luxembourg, Villeroy & Boch successfully demonstrates its competence and association with leading hotel brands. At Rezidor, we love our business. And Villeroy & Boch’s passion for what we love makes them a very good partner for us.

Rezidor with Villeroy & Boch serve

success on a plate 62

Michael Neuner Vice President, Food & Beverage The Rezidor Hotel Group

Burkhard Schmidt Director Villeroy & Boch’s Hotel & Restaurant Division 63


Feature Flying The Rezidor Standard

Flying

hotline

The Rezidor Standard

Standards ensure desirable characteristics of products and services such as quality, environmental friendliness, safety, reliability, efficiency and inter-changeability - and at an economical cost. When products and services meet our expectations, we tend to take this for granted and be unaware of the role of standards. However, when standards are absent, we soon notice. We soon care when products turn out to be of poor quality, do not fit, are incompatible with equipment that we already have, are unreliable or dangerous.

When products, systems, machinery and devices work well and safely, it is often because they meet standards. 64

However, it is necessary for us to fight to ensure a certain consistency in delivery and compliance with policies and requirements. Looking at standards as a breakdown of policies: when it comes to Information Technology, we basically deal with two sets of standards - IT Security Standards and general IT Standards. IT Security Standards are linked to IT Security Policies and are really concerned with the security of information - along with the ability to deliver consistent and reliable information to all aspects of our business. General Information Technology Standards are linked to Brand Standards. They aim to ensure that the IT systems and services will support the overall brand objectives. So, both types of standards are there to support the business, to improve revenues and to keep costs at an acceptable level. As a rule, no standard should be maintained unless it serves

a purpose. And at times, this purpose can be to comply with rules and regulations set by stakeholders such as owners, governments and organisations like PCI.

for existing hotels. We now aim to publish our Information Technology Standards on the Intranet, using the same kind of format as the IT Security Standards.

Over the past few months, we have made most of our hotels aware of IT Security Standards. This process will continue as we move forward. We will continue working with the PCI requirements and ensuring a growing compliance level with those standards. But as our requirements change, standards will also have to change and we will need to drive changes in behaviour and procedures as we move forwards.

The Information Technology Standards will include minimum requirements for all deployed systems in every hotel, linking the system or solution to brand requirements. To give you an idea what to expect, here are some samples of the IT Standards:

Our IT Security Policies and the underlying IT Security Standards conform to ISO guidelines. Please look up the policies on the Intranet under the Departments: Hospitality IT and IT Policies. The Policies section outlines basic requirements and responsibilities, while the Standards section provides solutions and more detailed requirements. The information in Standards is considered confidential company property and is therefore protected, and that’s why you must login before you can access the contents. Moving forward, our hot news is that we are in the process of publishing the IT Brief in the same format, i.e. as Information Technology Standards. Until now, we have used a document called the IT Brief for new hotel projects - but we have not necessarily had any established formal standards

Property Management System Standard: the make and model needs to be fulfilled to ensure flawless integration with our Central Reservation System (Curtis-C), Columbus and other systems collecting data from the PMS system. The standards also go deeper into the use of the application, i.e. the codes used for room types, country codes, etc. - all of which is currently in the ‘Rezidor Opera Shell’, but not really identified as a company standard.

E-Mail Addresses Standard: the make of the e-mail system is also known as a requirement that must be fulfilled in order to share directory information, participate in mailing lists, etc. However, what is not necessarily clear is that there are also standards on the external e-mail address or the naming convention. Rezidor is standardising on firstname.lastname@maildomain.com We will require the use of lower case, with the full first name and full last name, separated by

a dot for readability. My external e-mail address is therefore finn.schulz@rezidor.com and not FSchulz@Rezidor.com or Finn.Schulz@ Rezidor.com. This is an important part of our IT standards, but it also affects our graphical standards, because it matters how addresses appear on business cards, mail footers, etc.

High Speed Internet Access for guests is another area where we have a direct link between brand service concepts and IT. The standard for High Speed Internet requires that the service is available to every guest, anywhere in the hotel, including the guest rooms, public areas and meeting rooms. Brand standards vary as to whether this is free or a chargeable service; however the availability and quality requirements are very clear and are transformed into clear IT Standards. The increased popularity of new devices, such as smart phones and e-books, has dramatically increased usage. So, to ensure every user still receives the promised experience of broadband, the standard has recently been increased to set a minimum bandwidth of 10 Mb/s for our hotels. Larger hotels, conference hotels and airport hotels are required to contract a higher minimum, normally 100 Mb/s.

strength measurement - but, as a general rule, we believe that you need minimum one access point per 5 guest rooms. We are currently in the process of producing a gap-analysis between the current installations and the new standards. Our aim is to bring every hotel up to par with the new standards before the end of June this year. For further details, I urge you to consult the IT Standards section on the Intranet and to observe the standards as outlined. We want to deliver the promise - and without clear standards that will not happen! Your job is to ensure compliance with all standards set. ◆

finn sCHulz senioR vP, it

The International Organisation for Standardisation defines the essential role of standards as a key to modern business success: “Standards make an enormous and positive contribution to most aspects of our lives.

The establishment of – and adherence to acceptable standards is vital as Rezidor pursues its rapid growth around the globe. And we have become an increasingly standards orientated operation - not just within IT, but across our whole organisation. We’ve recently been pushing hard for IT Security Standards in connection with the PCI project - often a tough battle, like fitting a round peg into a square hole, or pulling a fixed template down over a randomly organised collection of parts!

The minimum number of Wireless Access Points is also regulated to ensure acceptable signal strength in all areas. Obviously the real requirement is set based on an on-site signal 65


Feature Flying The Rezidor Standard

Flying

hotline

The Rezidor Standard

Standards ensure desirable characteristics of products and services such as quality, environmental friendliness, safety, reliability, efficiency and inter-changeability - and at an economical cost. When products and services meet our expectations, we tend to take this for granted and be unaware of the role of standards. However, when standards are absent, we soon notice. We soon care when products turn out to be of poor quality, do not fit, are incompatible with equipment that we already have, are unreliable or dangerous.

When products, systems, machinery and devices work well and safely, it is often because they meet standards. 64

However, it is necessary for us to fight to ensure a certain consistency in delivery and compliance with policies and requirements. Looking at standards as a breakdown of policies: when it comes to Information Technology, we basically deal with two sets of standards - IT Security Standards and general IT Standards. IT Security Standards are linked to IT Security Policies and are really concerned with the security of information - along with the ability to deliver consistent and reliable information to all aspects of our business. General Information Technology Standards are linked to Brand Standards. They aim to ensure that the IT systems and services will support the overall brand objectives. So, both types of standards are there to support the business, to improve revenues and to keep costs at an acceptable level. As a rule, no standard should be maintained unless it serves

a purpose. And at times, this purpose can be to comply with rules and regulations set by stakeholders such as owners, governments and organisations like PCI.

for existing hotels. We now aim to publish our Information Technology Standards on the Intranet, using the same kind of format as the IT Security Standards.

Over the past few months, we have made most of our hotels aware of IT Security Standards. This process will continue as we move forward. We will continue working with the PCI requirements and ensuring a growing compliance level with those standards. But as our requirements change, standards will also have to change and we will need to drive changes in behaviour and procedures as we move forwards.

The Information Technology Standards will include minimum requirements for all deployed systems in every hotel, linking the system or solution to brand requirements. To give you an idea what to expect, here are some samples of the IT Standards:

Our IT Security Policies and the underlying IT Security Standards conform to ISO guidelines. Please look up the policies on the Intranet under the Departments: Hospitality IT and IT Policies. The Policies section outlines basic requirements and responsibilities, while the Standards section provides solutions and more detailed requirements. The information in Standards is considered confidential company property and is therefore protected, and that’s why you must login before you can access the contents. Moving forward, our hot news is that we are in the process of publishing the IT Brief in the same format, i.e. as Information Technology Standards. Until now, we have used a document called the IT Brief for new hotel projects - but we have not necessarily had any established formal standards

Property Management System Standard: the make and model needs to be fulfilled to ensure flawless integration with our Central Reservation System (Curtis-C), Columbus and other systems collecting data from the PMS system. The standards also go deeper into the use of the application, i.e. the codes used for room types, country codes, etc. - all of which is currently in the ‘Rezidor Opera Shell’, but not really identified as a company standard.

E-Mail Addresses Standard: the make of the e-mail system is also known as a requirement that must be fulfilled in order to share directory information, participate in mailing lists, etc. However, what is not necessarily clear is that there are also standards on the external e-mail address or the naming convention. Rezidor is standardising on firstname.lastname@maildomain.com We will require the use of lower case, with the full first name and full last name, separated by

a dot for readability. My external e-mail address is therefore finn.schulz@rezidor.com and not FSchulz@Rezidor.com or Finn.Schulz@ Rezidor.com. This is an important part of our IT standards, but it also affects our graphical standards, because it matters how addresses appear on business cards, mail footers, etc.

High Speed Internet Access for guests is another area where we have a direct link between brand service concepts and IT. The standard for High Speed Internet requires that the service is available to every guest, anywhere in the hotel, including the guest rooms, public areas and meeting rooms. Brand standards vary as to whether this is free or a chargeable service; however the availability and quality requirements are very clear and are transformed into clear IT Standards. The increased popularity of new devices, such as smart phones and e-books, has dramatically increased usage. So, to ensure every user still receives the promised experience of broadband, the standard has recently been increased to set a minimum bandwidth of 10 Mb/s for our hotels. Larger hotels, conference hotels and airport hotels are required to contract a higher minimum, normally 100 Mb/s.

strength measurement - but, as a general rule, we believe that you need minimum one access point per 5 guest rooms. We are currently in the process of producing a gap-analysis between the current installations and the new standards. Our aim is to bring every hotel up to par with the new standards before the end of June this year. For further details, I urge you to consult the IT Standards section on the Intranet and to observe the standards as outlined. We want to deliver the promise - and without clear standards that will not happen! Your job is to ensure compliance with all standards set. ◆

finn sCHulz senioR vP, it

The International Organisation for Standardisation defines the essential role of standards as a key to modern business success: “Standards make an enormous and positive contribution to most aspects of our lives.

The establishment of – and adherence to acceptable standards is vital as Rezidor pursues its rapid growth around the globe. And we have become an increasingly standards orientated operation - not just within IT, but across our whole organisation. We’ve recently been pushing hard for IT Security Standards in connection with the PCI project - often a tough battle, like fitting a round peg into a square hole, or pulling a fixed template down over a randomly organised collection of parts!

The minimum number of Wireless Access Points is also regulated to ensure acceptable signal strength in all areas. Obviously the real requirement is set based on an on-site signal 65


Franchise Satisfaction Results Franchising is an important part of the Rezidor’s asset light growth plan and brand affiliation is the biggest benefit of being a franchisee. Studies conducted by the franchise research institute show that “the single greatest predictor of a franchisee’s success is the degree to which a franchise company provides expert guidance and assistance”. Rezidor conducts an annual Partner Satisfaction Survey for Radisson Blu, Park Inn by Radisson and Country Inn & Suites to measure our franchisees’ level of satisfaction with the support that they receive from Rezidor’s Revenue, Quality and Value drivers of the brands. The recently released results for 2010 show continuing high scores - even surpassing the positive results from 2009 in some areas: an impressive 100% of the respondents said that Rezidor has become more important - or has the same importance to their hotel - compared to last year. The results showed 100% satisfaction with the loyalty programme and member stays, plus a high level of satisfaction with the brand advertising campaigns and brochures and Brand Services support. Rezidor’s People Development Tools, the Purchasing Network, TRIC=S - our Safety & Security programme, the Responsible Business programme and our powerful Corporate Communication tools, such as hotline magazine and the intranet, all won praise from our franchise partners. The satisfaction with our brand websites has also increased since the launch of the new Radisson Blu and Park Inn by Radisson sites. The exciting new websites are more flexible, attractive and appealing. And the number of visitors - along with the revenue generated through this important channel - has also increased. In fact, January 2011 saw the highest-ever monthly web 66

Discover Radisson Blu Hotel, Amsterdam

2010

the world of

Radisson Blu

revenue booked through the brand websites. All respondents said that they are satisfied, or very satisfied, with the Customer Satisfaction Survey Programme, Medallia. The Quality Performance Review (QPR), which measures the compliance to brand standards also received high scores of satisfaction. It’s interesting to note that hotels with a high QPR score usually also record high Medallia scores, reflecting their delivery of the brand promise to guests. While the overall results of the 2010 Survey are very encouraging, there is always room for improvement. Moving forward, we will proactively look to increase the level of our partners’ satisfaction in a number of areas, including Global Sales Office, National Sales Support and our participation in trade shows and events. Radisson is Europe’s largest upscale hotel brand, and Park Inn by Radisson is Europe’s fastest growing mid-market brand, with over 100 hotels in operation. We are confident that the recent brand endorsement of adding “by Radisson” to the Park Inn brand will increase the brand awareness for both Park Inn and Radisson. This will make the brands even more successful and attractive to hotel owners and operators as we continue to grow our portfolio of successful partnership.

diana mattson diReCtoR of BRand seRviCes Radisson Blu

Amsterdam, Milan, Prague, Madrid and more great destinations across Europe, Middle East & Africa. Fall in love with the world of Radisson Blu at over 200+ hotels in more than 50 countries.

laRs GeRiCke diReCtoR of BRand seRviCes PaRk inn By Radisson

radissonblu.com


Franchise Satisfaction Results Franchising is an important part of the Rezidor’s asset light growth plan and brand affiliation is the biggest benefit of being a franchisee. Studies conducted by the franchise research institute show that “the single greatest predictor of a franchisee’s success is the degree to which a franchise company provides expert guidance and assistance”. Rezidor conducts an annual Partner Satisfaction Survey for Radisson Blu, Park Inn by Radisson and Country Inn & Suites to measure our franchisees’ level of satisfaction with the support that they receive from Rezidor’s Revenue, Quality and Value drivers of the brands. The recently released results for 2010 show continuing high scores - even surpassing the positive results from 2009 in some areas: an impressive 100% of the respondents said that Rezidor has become more important - or has the same importance to their hotel - compared to last year. The results showed 100% satisfaction with the loyalty programme and member stays, plus a high level of satisfaction with the brand advertising campaigns and brochures and Brand Services support. Rezidor’s People Development Tools, the Purchasing Network, TRIC=S - our Safety & Security programme, the Responsible Business programme and our powerful Corporate Communication tools, such as hotline magazine and the intranet, all won praise from our franchise partners. The satisfaction with our brand websites has also increased since the launch of the new Radisson Blu and Park Inn by Radisson sites. The exciting new websites are more flexible, attractive and appealing. And the number of visitors - along with the revenue generated through this important channel - has also increased. In fact, January 2011 saw the highest-ever monthly web 66

Discover Radisson Blu Hotel, Amsterdam

2010

the world of

Radisson Blu

revenue booked through the brand websites. All respondents said that they are satisfied, or very satisfied, with the Customer Satisfaction Survey Programme, Medallia. The Quality Performance Review (QPR), which measures the compliance to brand standards also received high scores of satisfaction. It’s interesting to note that hotels with a high QPR score usually also record high Medallia scores, reflecting their delivery of the brand promise to guests. While the overall results of the 2010 Survey are very encouraging, there is always room for improvement. Moving forward, we will proactively look to increase the level of our partners’ satisfaction in a number of areas, including Global Sales Office, National Sales Support and our participation in trade shows and events. Radisson is Europe’s largest upscale hotel brand, and Park Inn by Radisson is Europe’s fastest growing mid-market brand, with over 100 hotels in operation. We are confident that the recent brand endorsement of adding “by Radisson” to the Park Inn brand will increase the brand awareness for both Park Inn and Radisson. This will make the brands even more successful and attractive to hotel owners and operators as we continue to grow our portfolio of successful partnership.

diana mattson diReCtoR of BRand seRviCes Radisson Blu

Amsterdam, Milan, Prague, Madrid and more great destinations across Europe, Middle East & Africa. Fall in love with the world of Radisson Blu at over 200+ hotels in more than 50 countries.

laRs GeRiCke diReCtoR of BRand seRviCes PaRk inn By Radisson

radissonblu.com


Inside Rezidor Meet Our Heroes

Jonas Franzen

Erwin Rachim’s

The chef at Radisson Blu Strand Hotel, Stockholm – Jonas Franzen - was on the Leader of the Swedish Culinary Team and they won the World Culinary Cup 2010.

key to a great concierge You arrive in an exciting new city, head for the nearest Rezidor hotel because you know our brands promise of great service, and now you’re ready to see the sights, do a bit of shopping, perhaps catch a show. You could use some expert advice. So who you gonna call? The hotel concierge, of course: a font of wisdom on everything hot and happening locally. And if it’s goldstandard concierge service you’re looking for, then check into and check out the Radisson Blu Hotel, Abu Dhabi Yas Island, where Head Concierge Erwin Rachim has just received the prestigious Golden Keys, awarded by the Union Internationale des Concierges d’Hotel (UICH), also known as Les Clefs d’Or. Erwin is the first concierge amongst all Radisson Blu hotels in the UAE to be conferred with this honour. You can recognise Clefs d’Or concierges by the distinctive Golden Keys lapel pin they proudly wear. These crossed keys are more than just the symbol of the organisation; they stand for guaranteed, quality service. Les Clefs d’Or concierges are expected to be presentable, courteous, helpful, knowledgeable and experienced. Each is revered for his or her professional gravitas, integrity, dedication, local knowledge and impeccable recommendations, playing an important part in making your stay successful and enjoyable. hotline caught up with Erwin to talk about his career and find out what it takes to strike gold in the concierge business. 68

Where were you born and brought up? I was born and raised in Makassar City, Indonesia.

When did you start your career? I started back in 1997 after graduating from the Hotel Academy. When did you join Rezidor? I’ve been with the Radisson Blu Hotel, Abu Dhabi Yas Island, since I joined the pre-opening team in 2009, when the hotel was still being built. We opened in time for Abu Dhabi’s very first Formula 1 Grand Prix.

What does your job entail as Head Concierge here? I have to be fully aware of everything that’s happening in the hotel, around Yas Island and in the cities of Abu Dhabi and Dubai. Yas Island is a new destination in Abu Dhabi, so it’s my job to make sure I give guests a complete debriefing about the island and its various attractions, such as Ferrari World Abu Dhabi, the world-class Yas Links Golf Course and the calendar of events at the Formula 1 Yas Marina Circuit and Yas Marina. Besides the usual attractions, I try to help guests explore undiscovered places in and around Abu Dhabi. My aim is to make their stay with us as hasslefree as possible.

hotline

hub for guests’ activity planning, which means that their experience depends on the concierge’s knowledge and prompt action. Above all, you need to have a passion for making the guests happy, a real Yes I Can! spirit.

What’s the one thing that you love most about being a concierge? Being the Front Man!

What does receiving the Golden Keys mean to you? I’m happy that I was awarded the Golden Keys while I’m at the Radisson Blu Hotel on Yas Island. I’ve been here since pre-opening and it feels great to get this recognition for my hotel. Personally as well, it’s a great achievement for me. On the other hand, I have to ensure that I consistently maintain a high level of guest service as, in a way, this pin is also a symbol of our 100% Guest Satisfaction Guarantee!

What are the essential qualities and skills required to be a good concierge? In-depth

Any memorable stories? Our hotel is located near the Yas Marina Circuit. I remember a GP2 driver came up to me one day with a chipped front tooth and asked for a dentist to have it fixed. Most private dentists don’t work at the weekend so I had my work cut out for me trying to find one. After several phone calls, I managed to track one down – he happened to be at the Yas Marina Circuit as well! The dentist was able to help and next day the driver made it through qualification and actually finished second!

knowledge of the local area is essential, as well as excellent time management, problem-solving skills, a friendly attitude, and a discreet and responsible approach. A concierge acts as a

Why did you become a professional chef? I went to chef school at the same time Cocktail with Tom Cruise was on the movies. I wanted to work in a bar like he did. But after a summer job in the kitchen, I decided to take this more seriously and become a professional. After 20 years, I still love every moment of it. In those times in Sweden, it was Werner Vögeli and Roland Persson who were the celebrity chefs. In Europe, it was Paul Bocuse. And I wanted to be like them. I went to culinary school in Mariehamn, Åland for three years, and worked in different restaurants in my home town Norrtälje. In 1994, I worked in lots of restaurants until 2001, before becoming a sous chef at Berns, a job I did for four years. And in 2004, I landed at the Radisson Blu Strand Hotel, and the rest is history. Your first job... My first job was at a small hotel on the coast nearby Norrtälje. I got a chef de partie position which (I was told) I was too young to have. I learned quickly and did my job very well. As a 17 years old, I was committed not to give up when things got tough. That was the first time I realised that I can do something spectacular in this business. Winning the World Culinary Cup 2010... To win a gold medal you need to present a cold table with less than 10 mistakes. 15 jury members starts with 100 points and for every mistake they see they take points off. They are judging criterias like composition, nutrition, techniques, innovation and so on. We are competing against 45 other regional teams around the world. Never has one regional team from Sweden succeeded in winning a gold medal, except us. And that makes us enormously proud.

Your favourite cookbooks... Anything by Jamie Oliver. I love them all. Simple food combined with raw passion - perfect recipe anytime, everytime. Your signature dish... I’m not the one making signature dishes, I’m more of a chef making the kind of food our guests want to spend money on. I have a lot of favorites though, mostly food that can be eaten with a spoon, because I don’t get much time myself to sit down and eat with a knife or fork (smiles Jonas). Your new restaurant concept at the Strand... We didn’t have many guests dining at our restaurant in the evening, so we wanted to create something extraordinary that will draw people in. Something modern but still classic. We serve food not only to international guests but also to locals living in Stockholm. Several restaurants nearby focus on fish, so we decided to focus on meat. Great pieces of grilled meat with a special choice of garnish and lots of side dishes to make the menu interesting and very personal. A facelift of the restaurant also added to the sophisticated dining experience that we are trying to create here. Your philosophy... Raised on a farm close to the nature I like to work with fresh ingredients. An intense taste and skilled cooking techniques is what we want to showcase to our guests. Add limitless love and passion, and you have got the magical mix on a plate.

◆ 69


Inside Rezidor Meet Our Heroes

Jonas Franzen

Erwin Rachim’s

The chef at Radisson Blu Strand Hotel, Stockholm – Jonas Franzen - was on the Leader of the Swedish Culinary Team and they won the World Culinary Cup 2010.

key to a great concierge You arrive in an exciting new city, head for the nearest Rezidor hotel because you know our brands promise of great service, and now you’re ready to see the sights, do a bit of shopping, perhaps catch a show. You could use some expert advice. So who you gonna call? The hotel concierge, of course: a font of wisdom on everything hot and happening locally. And if it’s goldstandard concierge service you’re looking for, then check into and check out the Radisson Blu Hotel, Abu Dhabi Yas Island, where Head Concierge Erwin Rachim has just received the prestigious Golden Keys, awarded by the Union Internationale des Concierges d’Hotel (UICH), also known as Les Clefs d’Or. Erwin is the first concierge amongst all Radisson Blu hotels in the UAE to be conferred with this honour. You can recognise Clefs d’Or concierges by the distinctive Golden Keys lapel pin they proudly wear. These crossed keys are more than just the symbol of the organisation; they stand for guaranteed, quality service. Les Clefs d’Or concierges are expected to be presentable, courteous, helpful, knowledgeable and experienced. Each is revered for his or her professional gravitas, integrity, dedication, local knowledge and impeccable recommendations, playing an important part in making your stay successful and enjoyable. hotline caught up with Erwin to talk about his career and find out what it takes to strike gold in the concierge business. 68

Where were you born and brought up? I was born and raised in Makassar City, Indonesia.

When did you start your career? I started back in 1997 after graduating from the Hotel Academy. When did you join Rezidor? I’ve been with the Radisson Blu Hotel, Abu Dhabi Yas Island, since I joined the pre-opening team in 2009, when the hotel was still being built. We opened in time for Abu Dhabi’s very first Formula 1 Grand Prix.

What does your job entail as Head Concierge here? I have to be fully aware of everything that’s happening in the hotel, around Yas Island and in the cities of Abu Dhabi and Dubai. Yas Island is a new destination in Abu Dhabi, so it’s my job to make sure I give guests a complete debriefing about the island and its various attractions, such as Ferrari World Abu Dhabi, the world-class Yas Links Golf Course and the calendar of events at the Formula 1 Yas Marina Circuit and Yas Marina. Besides the usual attractions, I try to help guests explore undiscovered places in and around Abu Dhabi. My aim is to make their stay with us as hasslefree as possible.

hotline

hub for guests’ activity planning, which means that their experience depends on the concierge’s knowledge and prompt action. Above all, you need to have a passion for making the guests happy, a real Yes I Can! spirit.

What’s the one thing that you love most about being a concierge? Being the Front Man!

What does receiving the Golden Keys mean to you? I’m happy that I was awarded the Golden Keys while I’m at the Radisson Blu Hotel on Yas Island. I’ve been here since pre-opening and it feels great to get this recognition for my hotel. Personally as well, it’s a great achievement for me. On the other hand, I have to ensure that I consistently maintain a high level of guest service as, in a way, this pin is also a symbol of our 100% Guest Satisfaction Guarantee!

What are the essential qualities and skills required to be a good concierge? In-depth

Any memorable stories? Our hotel is located near the Yas Marina Circuit. I remember a GP2 driver came up to me one day with a chipped front tooth and asked for a dentist to have it fixed. Most private dentists don’t work at the weekend so I had my work cut out for me trying to find one. After several phone calls, I managed to track one down – he happened to be at the Yas Marina Circuit as well! The dentist was able to help and next day the driver made it through qualification and actually finished second!

knowledge of the local area is essential, as well as excellent time management, problem-solving skills, a friendly attitude, and a discreet and responsible approach. A concierge acts as a

Why did you become a professional chef? I went to chef school at the same time Cocktail with Tom Cruise was on the movies. I wanted to work in a bar like he did. But after a summer job in the kitchen, I decided to take this more seriously and become a professional. After 20 years, I still love every moment of it. In those times in Sweden, it was Werner Vögeli and Roland Persson who were the celebrity chefs. In Europe, it was Paul Bocuse. And I wanted to be like them. I went to culinary school in Mariehamn, Åland for three years, and worked in different restaurants in my home town Norrtälje. In 1994, I worked in lots of restaurants until 2001, before becoming a sous chef at Berns, a job I did for four years. And in 2004, I landed at the Radisson Blu Strand Hotel, and the rest is history. Your first job... My first job was at a small hotel on the coast nearby Norrtälje. I got a chef de partie position which (I was told) I was too young to have. I learned quickly and did my job very well. As a 17 years old, I was committed not to give up when things got tough. That was the first time I realised that I can do something spectacular in this business. Winning the World Culinary Cup 2010... To win a gold medal you need to present a cold table with less than 10 mistakes. 15 jury members starts with 100 points and for every mistake they see they take points off. They are judging criterias like composition, nutrition, techniques, innovation and so on. We are competing against 45 other regional teams around the world. Never has one regional team from Sweden succeeded in winning a gold medal, except us. And that makes us enormously proud.

Your favourite cookbooks... Anything by Jamie Oliver. I love them all. Simple food combined with raw passion - perfect recipe anytime, everytime. Your signature dish... I’m not the one making signature dishes, I’m more of a chef making the kind of food our guests want to spend money on. I have a lot of favorites though, mostly food that can be eaten with a spoon, because I don’t get much time myself to sit down and eat with a knife or fork (smiles Jonas). Your new restaurant concept at the Strand... We didn’t have many guests dining at our restaurant in the evening, so we wanted to create something extraordinary that will draw people in. Something modern but still classic. We serve food not only to international guests but also to locals living in Stockholm. Several restaurants nearby focus on fish, so we decided to focus on meat. Great pieces of grilled meat with a special choice of garnish and lots of side dishes to make the menu interesting and very personal. A facelift of the restaurant also added to the sophisticated dining experience that we are trying to create here. Your philosophy... Raised on a farm close to the nature I like to work with fresh ingredients. An intense taste and skilled cooking techniques is what we want to showcase to our guests. Add limitless love and passion, and you have got the magical mix on a plate.

◆ 69


INSIDE REZIDOR Special Events

Special

EVENTS CROATIA

RUSSIA

Cocktail reception

Moscow hosts large-scale workshop

The Radisson Blu Resort, Split, the Radisson Blu Hotel, Dubrovnik, and the Regent Esplanade Zagreb jointly organised a cocktail reception for their most important clients in November. Many important guests, ambassadors, key clients and journalists were welcomed in the Regent Esplanade’s elegant Zinfandel restaurant, where they enjoyed fine delicacies and unique snacks prepared by Executive Chef Jeffrey Vella. In the prize draw, three lucky guests won a voucher for accommodation in all three hotels. The reception was a great opportunity to present the latest issue of the Regent Esplanade luxury magazine. This 80-page high-quality publication promotes Croatia and its capital, Zagreb. It gives guests useful information about events in the capital and includes articles on gastronomy, hotel events, fashion and Zagreb cultural life, as well as interviews with interesting people.

hotline

A workshop was held last year at the luxurious Radisson Royal Hotel, Moscow, with the aim of promoting Rezidor hotels and destinations in Russia, Europe and the Middle East, and developing business relations between the hotels and the Russian leisure and corporate market. The guest list included more than 200 key invitees: corporate clients, tour operators and agencies specialising in meetings, incentives, conferences and events (MICE) services. Sales and marketing directors and representatives from Rezidor hotels in Moscow, St Petersburg, Ekaterinburg, Rostov-on-Don, Murmansk, Kazan, Kaliningrad and Velikiy Novgorod were joined by colleagues from 33 hotels in a dozen other countries from Scotland to Jordan, and provided the participants with first-hand information about the services and programmes for guests. Winners in the prize draw received vouchers for free accommodation at the participating hotels. “This is not the first time that Rezidor has organised a workshop on such a scale,” said Antoine Moubarak, Director Revenue Development. “We’re glad to provide an opportunity to representatives of the Russian leisure and corporate industry to establish business contacts with Rezidor hotels and inform our partners and guests about the company’s new openings.”

DENMARK

Switzerland

In mid-November sales teams from the new Park Inn Malmö, Park Inn Copenhagen and Rezidor’s Global Sales Office (GSO) Nordics visited 57 corporate clients and incoming agencies in Copenhagen – in just six hours! The three Park Inn-branded smart cars whizzed the teams smartly around the city, as they met clients to tell them about the fantastic new Park Inn Malmö opening in January 2011, as well as the extension and renovation of the Park Inn Copenhagen, which, from August 2011, will boast two new floors with 100 new rooms, additional conferencing facilities and a new facade for the entire building.

The traditional and extremely popular Swiss Season Kick-off Party took place in January at the Radisson Blu Hotel, Lucerne, on the theme of “most beautiful Swiss music hits”. Scores of guests, affiliates and media representatives enjoyed culinary delicacies and good wine. A veritable galaxy of Swiss music stars were on stage to perform their greatest hits.

57 sales calls in 6 hours!

The Park Inn Malmö sales team will be driving smart cars for the next six months

70

Lucerne on song

The Radisson Blu Hotel General Managers in Switzerland: (L to R) Markus Conzelmann (Lucerne), Werner Knechtli (Zurich Airport), Dany Luetzel (St Gallen) and Felix Hauser (Basel)

71


INSIDE REZIDOR Special Events

Special

EVENTS CROATIA

RUSSIA

Cocktail reception

Moscow hosts large-scale workshop

The Radisson Blu Resort, Split, the Radisson Blu Hotel, Dubrovnik, and the Regent Esplanade Zagreb jointly organised a cocktail reception for their most important clients in November. Many important guests, ambassadors, key clients and journalists were welcomed in the Regent Esplanade’s elegant Zinfandel restaurant, where they enjoyed fine delicacies and unique snacks prepared by Executive Chef Jeffrey Vella. In the prize draw, three lucky guests won a voucher for accommodation in all three hotels. The reception was a great opportunity to present the latest issue of the Regent Esplanade luxury magazine. This 80-page high-quality publication promotes Croatia and its capital, Zagreb. It gives guests useful information about events in the capital and includes articles on gastronomy, hotel events, fashion and Zagreb cultural life, as well as interviews with interesting people.

hotline

A workshop was held last year at the luxurious Radisson Royal Hotel, Moscow, with the aim of promoting Rezidor hotels and destinations in Russia, Europe and the Middle East, and developing business relations between the hotels and the Russian leisure and corporate market. The guest list included more than 200 key invitees: corporate clients, tour operators and agencies specialising in meetings, incentives, conferences and events (MICE) services. Sales and marketing directors and representatives from Rezidor hotels in Moscow, St Petersburg, Ekaterinburg, Rostov-on-Don, Murmansk, Kazan, Kaliningrad and Velikiy Novgorod were joined by colleagues from 33 hotels in a dozen other countries from Scotland to Jordan, and provided the participants with first-hand information about the services and programmes for guests. Winners in the prize draw received vouchers for free accommodation at the participating hotels. “This is not the first time that Rezidor has organised a workshop on such a scale,” said Antoine Moubarak, Director Revenue Development. “We’re glad to provide an opportunity to representatives of the Russian leisure and corporate industry to establish business contacts with Rezidor hotels and inform our partners and guests about the company’s new openings.”

DENMARK

Switzerland

In mid-November sales teams from the new Park Inn Malmö, Park Inn Copenhagen and Rezidor’s Global Sales Office (GSO) Nordics visited 57 corporate clients and incoming agencies in Copenhagen – in just six hours! The three Park Inn-branded smart cars whizzed the teams smartly around the city, as they met clients to tell them about the fantastic new Park Inn Malmö opening in January 2011, as well as the extension and renovation of the Park Inn Copenhagen, which, from August 2011, will boast two new floors with 100 new rooms, additional conferencing facilities and a new facade for the entire building.

The traditional and extremely popular Swiss Season Kick-off Party took place in January at the Radisson Blu Hotel, Lucerne, on the theme of “most beautiful Swiss music hits”. Scores of guests, affiliates and media representatives enjoyed culinary delicacies and good wine. A veritable galaxy of Swiss music stars were on stage to perform their greatest hits.

57 sales calls in 6 hours!

The Park Inn Malmö sales team will be driving smart cars for the next six months

70

Lucerne on song

The Radisson Blu Hotel General Managers in Switzerland: (L to R) Markus Conzelmann (Lucerne), Werner Knechtli (Zurich Airport), Dany Luetzel (St Gallen) and Felix Hauser (Basel)

71


INSIDE REZIDOR Special Events

Special

GERMANY

EVENTS

72

Chalk it up to experience

Belgium

GERMANY

Cementing relations

So good they built it twice!

In November the Radisson Blu Royal Hotel in Brussels hosted the AITO conference. AITO, the Association of Independent Tour Operators, is an organisation representing 143 specialist British tour operators, not affiliated to TUI or Thomas Cook. The majority are niche operators specialising in areas where Rezidor is seeing rapid development, such as Africa, Russia and the CIS, the Middle East and Scandinavia, so this was a useful opportunity to showcase our product.

hotline

“Miniatur Wunderland Hamburg” – the largest model railway in the world and one of the most successful permanent exhibitions in Northern Germany now features Hamburg Airport under construction in miniature. With amazing attention to detail, the latest section to be added to the exhibit not only realistically simulates takeoffs and landings, but also features the one and only airport hotel, the Radisson Blu Hotel, Hamburg Airport, which only opened in 2009. Even a glimpse through the hotel windows is worthwhile, revealing activities in the fitness room and even people in the guest rooms. Just a few more final touches, such as signage and lighting, and then the hotel will be ready. The official opening of the miniature airport is planned for summer 2011. Meanwhile, staff at the real hotel are proud of this unique marketing opportunity.

In 2010 the Radisson Blu Hotel in Frankfurt (Germany) had two reasons to celebrate. Besides its 5th anniversary, the hotel also reached another big milestone: 13 staff members with 85 years’ service between them! It is a huge advantage for this new hotel to have such experienced and loyal people. We are especially proud of two employees, Elisabeth Weyer and Mark Mosselman, who have been working for Rezidor for 15 and 10 years respectively.

United KINGDOM

GERMANY

3 is the magic number

Erfurt turns the clock back

The Radisson Blu Waterfront Hotel, Jersey, celebrated three magical years in November. The birthday party was held in the Martello Bar and guests were greeted in sparkling style with a glass of champagne and magic tricks. Over 120 corporate and in-house guests were treated to an international buffet, live music and even a magic carpet! Since opening the hotel is proud to have welcomed over 219,000 guests and hosted more than 1,200 events.

In October the Radisson Blu Hotel, Erfurt (Germany), celebrated two anniversaries – 30 years Hotel Kosmos (the original name) and 15 years Radisson Blu – and organised several events, kicking off with a promotional event for guests from the world of culture, politics and economics, including the Hotel Kosmos architect and very first chef. An Open Day provided an opportunity to tour the hotel and view the exhibition of original visual material from the construction period. The former Café Orbit on the 17th floor, once very popular with the locals, was also reopened for a day and served various delicacies and drinks featuring on the menu 30 years ago. As a grand finale, the café was converted into a dance bar for the evening, as in former times. Transported back in time, guests enjoyed original dishes and danced the night away. 73


INSIDE REZIDOR Special Events

Special

GERMANY

EVENTS

72

Chalk it up to experience

Belgium

GERMANY

Cementing relations

So good they built it twice!

In November the Radisson Blu Royal Hotel in Brussels hosted the AITO conference. AITO, the Association of Independent Tour Operators, is an organisation representing 143 specialist British tour operators, not affiliated to TUI or Thomas Cook. The majority are niche operators specialising in areas where Rezidor is seeing rapid development, such as Africa, Russia and the CIS, the Middle East and Scandinavia, so this was a useful opportunity to showcase our product.

hotline

“Miniatur Wunderland Hamburg” – the largest model railway in the world and one of the most successful permanent exhibitions in Northern Germany now features Hamburg Airport under construction in miniature. With amazing attention to detail, the latest section to be added to the exhibit not only realistically simulates takeoffs and landings, but also features the one and only airport hotel, the Radisson Blu Hotel, Hamburg Airport, which only opened in 2009. Even a glimpse through the hotel windows is worthwhile, revealing activities in the fitness room and even people in the guest rooms. Just a few more final touches, such as signage and lighting, and then the hotel will be ready. The official opening of the miniature airport is planned for summer 2011. Meanwhile, staff at the real hotel are proud of this unique marketing opportunity.

In 2010 the Radisson Blu Hotel in Frankfurt (Germany) had two reasons to celebrate. Besides its 5th anniversary, the hotel also reached another big milestone: 13 staff members with 85 years’ service between them! It is a huge advantage for this new hotel to have such experienced and loyal people. We are especially proud of two employees, Elisabeth Weyer and Mark Mosselman, who have been working for Rezidor for 15 and 10 years respectively.

United KINGDOM

GERMANY

3 is the magic number

Erfurt turns the clock back

The Radisson Blu Waterfront Hotel, Jersey, celebrated three magical years in November. The birthday party was held in the Martello Bar and guests were greeted in sparkling style with a glass of champagne and magic tricks. Over 120 corporate and in-house guests were treated to an international buffet, live music and even a magic carpet! Since opening the hotel is proud to have welcomed over 219,000 guests and hosted more than 1,200 events.

In October the Radisson Blu Hotel, Erfurt (Germany), celebrated two anniversaries – 30 years Hotel Kosmos (the original name) and 15 years Radisson Blu – and organised several events, kicking off with a promotional event for guests from the world of culture, politics and economics, including the Hotel Kosmos architect and very first chef. An Open Day provided an opportunity to tour the hotel and view the exhibition of original visual material from the construction period. The former Café Orbit on the 17th floor, once very popular with the locals, was also reopened for a day and served various delicacies and drinks featuring on the menu 30 years ago. As a grand finale, the café was converted into a dance bar for the evening, as in former times. Transported back in time, guests enjoyed original dishes and danced the night away. 73


INSIDE REZIDOR Special Events

Special

EVENTS

President & CEO Kurt Ritter made a whistlestop tour of Egypt, Jordan and Kuwait in December. Whilst in the Middle East he visited two Radisson Blu Hotels (Alexandria and Cairo Heliopolis) and the Radisson Blu Resorts in El Quseir, Sharm El Sheikh and Taba (Egypt) before popping across to Jordan to see the Radisson Blu Tala Bay Resort, Aqaba. He ended his trip in Kuwait where he joined in the 30th anniversary celebrations of the Radisson Blu Hotel, Kuwait, before meeting with the owners of the much-anticipated Hotel Missoni Kuwait for a tour of the new hotel.

EGYPT

The President’s Middle East Tour

hotline

GERMANY

New-look Bochum celebrates

New-look Bochum celebrates In 2011 a prominent building in downtown Bochum (Germany) celebrates its anniversary: the Park Inn Bochum is 15 years old and has a host of activities planned. Stagnation means regression - which is why the Park Inn Bochum is always moving onwards and upwards. Last year, all 160 guest rooms were given a new lease of life. As part of a “soft renovation”, carpets and fabrics have been renewed, the rooms have been equipped with a new bed concept and new decorative colours ensure a fresh ambience. General Manager Hidir Özdemir is looking positively towards the future: “With our renovation, we are well prepared for the coming years, presenting a modern and innovative image.”

Kurt Ritter with the owner of the Hotel Missoni Kuwait, Abdulfatah M.R. Marafie

RUSSIA Tying the knot – twice! Everyone likes a good wedding, but not many couples get the chance to celebrate theirs twice. But that’s exactly what happened to a young Russian couple when the Radisson Royal Hotel in St Petersburg decided to restage their wedding as its first Wedding Dinner presentation for local event agencies. Pavel and Elvira held their wedding reception in the hotel two years ago, but were willing volunteers in helping to create a “mock up room”, to showcase the Royal as the perfect choice for exclusive weddings.

Welcome to the Radisson Blu Resort, Sharm El Sheikh

The whole management team of the Radisson Blu Hotel, Cairo Heliopolis, welcomed Mr and Mrs Ritter on their arrival

74

The agencies were invited to participate as guests in this unique event. A welcome cocktail in the majestic Atrium hall was followed by dinner in the stylishly decorated Barbazan restaurant, where elegant piano and violin music played and the welcome speech from the “best man” was given by General Manager Geir Sikko. The guests were so surprised to see a “real” bride and groom that traditional Russian cries of “Kiss, kiss!” spontaneously rang out. Thanks to Sales and PR for this extraordinary, creative event, which is sure to lead to good business judging by the agencies’ excited reactions. 75


INSIDE REZIDOR Special Events

Special

EVENTS

President & CEO Kurt Ritter made a whistlestop tour of Egypt, Jordan and Kuwait in December. Whilst in the Middle East he visited two Radisson Blu Hotels (Alexandria and Cairo Heliopolis) and the Radisson Blu Resorts in El Quseir, Sharm El Sheikh and Taba (Egypt) before popping across to Jordan to see the Radisson Blu Tala Bay Resort, Aqaba. He ended his trip in Kuwait where he joined in the 30th anniversary celebrations of the Radisson Blu Hotel, Kuwait, before meeting with the owners of the much-anticipated Hotel Missoni Kuwait for a tour of the new hotel.

EGYPT

The President’s Middle East Tour

hotline

GERMANY

New-look Bochum celebrates

New-look Bochum celebrates In 2011 a prominent building in downtown Bochum (Germany) celebrates its anniversary: the Park Inn Bochum is 15 years old and has a host of activities planned. Stagnation means regression - which is why the Park Inn Bochum is always moving onwards and upwards. Last year, all 160 guest rooms were given a new lease of life. As part of a “soft renovation”, carpets and fabrics have been renewed, the rooms have been equipped with a new bed concept and new decorative colours ensure a fresh ambience. General Manager Hidir Özdemir is looking positively towards the future: “With our renovation, we are well prepared for the coming years, presenting a modern and innovative image.”

Kurt Ritter with the owner of the Hotel Missoni Kuwait, Abdulfatah M.R. Marafie

RUSSIA Tying the knot – twice! Everyone likes a good wedding, but not many couples get the chance to celebrate theirs twice. But that’s exactly what happened to a young Russian couple when the Radisson Royal Hotel in St Petersburg decided to restage their wedding as its first Wedding Dinner presentation for local event agencies. Pavel and Elvira held their wedding reception in the hotel two years ago, but were willing volunteers in helping to create a “mock up room”, to showcase the Royal as the perfect choice for exclusive weddings.

Welcome to the Radisson Blu Resort, Sharm El Sheikh

The whole management team of the Radisson Blu Hotel, Cairo Heliopolis, welcomed Mr and Mrs Ritter on their arrival

74

The agencies were invited to participate as guests in this unique event. A welcome cocktail in the majestic Atrium hall was followed by dinner in the stylishly decorated Barbazan restaurant, where elegant piano and violin music played and the welcome speech from the “best man” was given by General Manager Geir Sikko. The guests were so surprised to see a “real” bride and groom that traditional Russian cries of “Kiss, kiss!” spontaneously rang out. Thanks to Sales and PR for this extraordinary, creative event, which is sure to lead to good business judging by the agencies’ excited reactions. 75


INSIDE REZIDOR Special Events

Special

EVENTS

hotline

RUSSIA Forging bonds in St Petersburg

Turku and Tallinn Cultural Capitals

The Park Inn Pribaltiyskaya, St Petersburg team

Turku in Finland and Tallinn in Estonia are concurrently the European Capital of Culture 2011 and Rezidor is all set to welcome visitors to these two vibrant cities, with its teams gearing up for action at the Radisson Blu Hotel in Tallinn and the Radisson Blu Marina Palace Hotel in Turku. The two cities are planning a huge range of activities – from Alice in Wonderland, the largest exhibition of contemporary art photography ever seen in Finland, to the World Fire Sculpture Championship in Tallinn – to ensure an exciting, extraordinary and sophisticated cultural year.

The Park Inn Pribaltiyskaya in St Petersburg (Russia) hosted the second Eastern Europe Business School @ Rezidor in November, with participants from such cities as Moscow, St Petersburg, Veliky Novgorod, Ekaterinburg, Kaliningrad, Murmansk, Kazan, Alushta, Riga, Oslo, Vilnius and Klaipeda. By the end of the week, all were certified in the following courses: Responsible Business Hotel Trainer Certification Workshop, Logical Thinking System, Sales Success and Radisson Blu YIC! Hotel Trainer Certification Workshop. The Business School was the ideal environment to build strong relationships that will lead to future successful collaboration, exchange of experience and business development. Some participants even extended their stay in the “Venice of the North” to experience its exquisite beauty.

AUSTRIA Silver celebrations in Vienna

Loud, funny and never-ending. That’s how the Radisson Blu Palais Hotel in Vienna, one of the most beautiful hotels in the Austrian Capital, describes its parties. In September guests were invited to celebrate the hotel’s 25th anniversary in true Palais style. Star guest Roberto Blanco, Tunisian-born singer and actor, spent a long weekend at his favourite hotel in Vienna and gave a hearty rendition of “Happy Birthday to You” on stage. As a token of thanks for Roberto’s years of friendship to the hotel, General Manager Heimo Leitgeb presented him with a key to the hotel’s exclusive bar cabinet, reserved for special guests and friends of the house.

Roberto Blanco and Heimo Leitgeb (far right) share a joke 76

77


INSIDE REZIDOR Special Events

Special

EVENTS

hotline

RUSSIA Forging bonds in St Petersburg

Turku and Tallinn Cultural Capitals

The Park Inn Pribaltiyskaya, St Petersburg team

Turku in Finland and Tallinn in Estonia are concurrently the European Capital of Culture 2011 and Rezidor is all set to welcome visitors to these two vibrant cities, with its teams gearing up for action at the Radisson Blu Hotel in Tallinn and the Radisson Blu Marina Palace Hotel in Turku. The two cities are planning a huge range of activities – from Alice in Wonderland, the largest exhibition of contemporary art photography ever seen in Finland, to the World Fire Sculpture Championship in Tallinn – to ensure an exciting, extraordinary and sophisticated cultural year.

The Park Inn Pribaltiyskaya in St Petersburg (Russia) hosted the second Eastern Europe Business School @ Rezidor in November, with participants from such cities as Moscow, St Petersburg, Veliky Novgorod, Ekaterinburg, Kaliningrad, Murmansk, Kazan, Alushta, Riga, Oslo, Vilnius and Klaipeda. By the end of the week, all were certified in the following courses: Responsible Business Hotel Trainer Certification Workshop, Logical Thinking System, Sales Success and Radisson Blu YIC! Hotel Trainer Certification Workshop. The Business School was the ideal environment to build strong relationships that will lead to future successful collaboration, exchange of experience and business development. Some participants even extended their stay in the “Venice of the North” to experience its exquisite beauty.

AUSTRIA Silver celebrations in Vienna

Loud, funny and never-ending. That’s how the Radisson Blu Palais Hotel in Vienna, one of the most beautiful hotels in the Austrian Capital, describes its parties. In September guests were invited to celebrate the hotel’s 25th anniversary in true Palais style. Star guest Roberto Blanco, Tunisian-born singer and actor, spent a long weekend at his favourite hotel in Vienna and gave a hearty rendition of “Happy Birthday to You” on stage. As a token of thanks for Roberto’s years of friendship to the hotel, General Manager Heimo Leitgeb presented him with a key to the hotel’s exclusive bar cabinet, reserved for special guests and friends of the house.

Roberto Blanco and Heimo Leitgeb (far right) share a joke 76

77


Inside Rezidor Responsible Business

Responsible

FRANCE

BUSINESS

Rezidor’s company-wide Rezidor Hotel Group’s entire Middle East portfolio achieves Responsible Business programme Green Key Certification dates back to 1989 and comprises responsibility The Rezidor Hotel Group has become the first hotel group to achieve full Green for guest and employee international Key certification across all of its hotels and health & safety, respect for brands in the Middle East. social & ethical issues within s entire Middle East portfolio of 17 the company and reduced Rezidor’ operational hotels has achieved the Green Key environmental impact. Rezidor eco-label; this includes all Radisson Blu and was also the first hotel group Park Inn by Radisson hotels across six countries. to offer guests carbon offset The Rezidor Hotel Group has a long standing commitment to Responsible Business and green possibilities. For its engagement practices, something that is reflected across all the group has received several brands, hotels and locations. awards including the Worldwide group announced it plans to become fully Hospitality Award in 2004 and The Green Key certified in late 2010, with the aim was named one of the World’s to have every property awarded by mid 2011. Most Ethical Companies in But due to all the hotels having established Responsible Business policies and practices, the 2010 and 2011. Rezidor hotels operating in the region passed the

hotline

Biarritz blazes a green trail

Over half of Rezidor Hotel Group’s hotels across Europe, Middle East & Africa are currently eco-labelled, with this number growing rapidly. In fact Rezidor is helping eco-labelling bodies expand their operations to new countries by piloting their criteria at Rezidor hotels. “Our Responsible Business and green ethos is ingrained into our everyday operations. We are delighted that we are leading the way in this area in our region and that an independent third party such as Green Key recognise our ongoing efforts,” Marko Hytonen, Area Vice President, Middle East. The Green Key is a global eco-label for the leisure industry. In order to gain Green Key certification, hotels have to fulfil a list of environmental requirements, covering a wide range of criteria; from environmental demands, to demands on policy, availability of action plans, education and communication. Obtaining the Green Key shows the sense of responsibility an organisation has for its surroundings and society.

The Radisson Blu Hotel, Biarritz, is the first hotel in the up-market French seaside resort of Biarritz to obtain the Green Key, an international eco-label that has encouraged, supported and recognised environmental initiatives in the tourism and leisure industry for the past ten years. The hotel met the stringent criteria for certification and is committed to pursuing its sustainable environmental protection programme in order to retain this recognition.

POLAND The key to high standards After being nominated once again as the Best Business Hotel in Poland, the Radisson Blu Centrum Hotel, Warsaw, is setting the highest standards in Poland. The hotel has now received the Number 1 Green Key certificate, making Rezidor the first hotel group to achieve full green certification in Poland.

Green Key audit in just four months.

78

AUSTRIA

NORWAY

A Salzburg duet: elegant and eco-friendly

Bergen gains eco-label

The Radisson Blu Hotel & Conference Centre in Salzburg, which has only been open since July 2010, has been awarded the Austrian eco-label for its environmentally friendly management and social responsibility. Situated in the heart of the City of Mozart, this elegant hotel is ideally placed, allowing easy access to the trade fair centre and an impressive assortment of Salzburg’s most famous attractions, including the old town and Mozart’s residence. A true concerto of delights for the senses – and now officially eco-friendly!

The Radisson Blu Hotel Norge, Bergen, Norway, has just been awarded the coveted Nordic Swan eco-label. The certificate in recognition of the hotel’s environmental efforts was handed over to General Manager Nina Askvik by the County Governor, Lars Sponheim, during the annual dinner of Bergen Chamber of Commerce and Industry, in front of 430 invited guests from the Bergen business community.

79


Inside Rezidor Responsible Business

Responsible

FRANCE

BUSINESS

Rezidor’s company-wide Rezidor Hotel Group’s entire Middle East portfolio achieves Responsible Business programme Green Key Certification dates back to 1989 and comprises responsibility The Rezidor Hotel Group has become the first hotel group to achieve full Green for guest and employee international Key certification across all of its hotels and health & safety, respect for brands in the Middle East. social & ethical issues within s entire Middle East portfolio of 17 the company and reduced Rezidor’ operational hotels has achieved the Green Key environmental impact. Rezidor eco-label; this includes all Radisson Blu and was also the first hotel group Park Inn by Radisson hotels across six countries. to offer guests carbon offset The Rezidor Hotel Group has a long standing commitment to Responsible Business and green possibilities. For its engagement practices, something that is reflected across all the group has received several brands, hotels and locations. awards including the Worldwide group announced it plans to become fully Hospitality Award in 2004 and The Green Key certified in late 2010, with the aim was named one of the World’s to have every property awarded by mid 2011. Most Ethical Companies in But due to all the hotels having established Responsible Business policies and practices, the 2010 and 2011. Rezidor hotels operating in the region passed the

hotline

Biarritz blazes a green trail

Over half of Rezidor Hotel Group’s hotels across Europe, Middle East & Africa are currently eco-labelled, with this number growing rapidly. In fact Rezidor is helping eco-labelling bodies expand their operations to new countries by piloting their criteria at Rezidor hotels. “Our Responsible Business and green ethos is ingrained into our everyday operations. We are delighted that we are leading the way in this area in our region and that an independent third party such as Green Key recognise our ongoing efforts,” Marko Hytonen, Area Vice President, Middle East. The Green Key is a global eco-label for the leisure industry. In order to gain Green Key certification, hotels have to fulfil a list of environmental requirements, covering a wide range of criteria; from environmental demands, to demands on policy, availability of action plans, education and communication. Obtaining the Green Key shows the sense of responsibility an organisation has for its surroundings and society.

The Radisson Blu Hotel, Biarritz, is the first hotel in the up-market French seaside resort of Biarritz to obtain the Green Key, an international eco-label that has encouraged, supported and recognised environmental initiatives in the tourism and leisure industry for the past ten years. The hotel met the stringent criteria for certification and is committed to pursuing its sustainable environmental protection programme in order to retain this recognition.

POLAND The key to high standards After being nominated once again as the Best Business Hotel in Poland, the Radisson Blu Centrum Hotel, Warsaw, is setting the highest standards in Poland. The hotel has now received the Number 1 Green Key certificate, making Rezidor the first hotel group to achieve full green certification in Poland.

Green Key audit in just four months.

78

AUSTRIA

NORWAY

A Salzburg duet: elegant and eco-friendly

Bergen gains eco-label

The Radisson Blu Hotel & Conference Centre in Salzburg, which has only been open since July 2010, has been awarded the Austrian eco-label for its environmentally friendly management and social responsibility. Situated in the heart of the City of Mozart, this elegant hotel is ideally placed, allowing easy access to the trade fair centre and an impressive assortment of Salzburg’s most famous attractions, including the old town and Mozart’s residence. A true concerto of delights for the senses – and now officially eco-friendly!

The Radisson Blu Hotel Norge, Bergen, Norway, has just been awarded the coveted Nordic Swan eco-label. The certificate in recognition of the hotel’s environmental efforts was handed over to General Manager Nina Askvik by the County Governor, Lars Sponheim, during the annual dinner of Bergen Chamber of Commerce and Industry, in front of 430 invited guests from the Bergen business community.

79


Inside Rezidor Responsible Business

Responsible

Business Ireland

Corking achievement! The Radisson Blu Hotel & Spa, Cork, recently won the Sustainable Energy Authority of Ireland’s Energy Management Award at the highly prestigious Sustainable Energy Awards. The hotel initiated its Environmental Programme in 2007, led by Chief Engineer Andrew Mullen and focusing on monitoring and targeting all energy consumption. The results have been amazing: energy/m2 reduced by 28%, CO2 emissions down by 850 tonnes and cost savings of EUR 250,000! The judges commented; “An inspirational approach to energy management with success based on a knowledgeable, conscientious and enthusiastic team from all departments at the hotel. The remarkable savings achieved solely through nocost and low-cost measures should convince and inspire other businesses to set up similar energy management programmes.”

Tunisia VIP treatment for kids Selected as one of the world’s best VIP clubs for children by the site www.petitvip.com, the VIC Kids Club at the Radisson Blu Resort & Thalasso, Djerba (Tunisia), knows how to give VIC (Very Important Children) a holiday to remember! Set amidst a luxuriant palm grove, with direct access to the beach, the club welcomes children aged 4-12 and offers a wide range of facilities specially designed for younger guests, including their own minirestaurant, cinema, disco, library, computer area and open-air playground. Budding chefs can take cookery lessons and there are a host of other fun activities on offer: shows, arts & crafts, sports, themed evenings… Parents can relax, knowing their children are safe and supervised by qualified staff – and seven security cameras.

hotline

United Kingdom Employer of the Year In recognition of outstanding commitment in promoting and developing financial education in the hospitality industry, Radisson Blu has been selected as Corporate Employer of the Year 2010 by the British Association of Hospitality Accountants (BAHA). This prestigious award was presented to Rezidor’s Financial Controller Scotland, Ian Ross, at the BAHA Annual Christmas Awards Luncheon in London.

Ian Ross (middle) accepting the award for Radisson Blu from BAHA Chairman Paul Dukes

France Diversity in Nice recognised The continuing commitment of the Radisson Blu Hotel, Nice, to prevent discrimination, strive for equality and promote diversity in all areas of its HR policy has been rewarded by the French government: it is the first upscale hotel in France to be awarded the Diversity Label. The French Minister of the Interior, Brice Hortefeux, officially presented the label to General Manager Lionel Servant and Olivier Jacquin, Senior Vice President, Sales, Marketing, CRM & Distribution, who commented: “We are proud to fulfil a pioneering role in the fight against all forms of discrimination. Obtaining the Diversity Label will enable us to share our values with others in the hospitality industry.”

UNITED KINGDOM Teaming up for charity In the run-up to Christmas, four hotels in the United Kingdom: the Radisson Blu Hotel, London Stansted, the Radisson Blu Portman Hotel, the Park Inn Heathrow and the Park Inn Watford, joined forces to raise funds for Rezidor’s corporate charity, the World Childhood Foundation. The hotels partnered with various organisations to arrange some very attractive prizes for a charity raffle. This splendid team effort raised GBP 6,500 and a repeat is planned for 2011 in the hope of doubling the proceeds.

80

81


Inside Rezidor Responsible Business

Responsible

Business Ireland

Corking achievement! The Radisson Blu Hotel & Spa, Cork, recently won the Sustainable Energy Authority of Ireland’s Energy Management Award at the highly prestigious Sustainable Energy Awards. The hotel initiated its Environmental Programme in 2007, led by Chief Engineer Andrew Mullen and focusing on monitoring and targeting all energy consumption. The results have been amazing: energy/m2 reduced by 28%, CO2 emissions down by 850 tonnes and cost savings of EUR 250,000! The judges commented; “An inspirational approach to energy management with success based on a knowledgeable, conscientious and enthusiastic team from all departments at the hotel. The remarkable savings achieved solely through nocost and low-cost measures should convince and inspire other businesses to set up similar energy management programmes.”

Tunisia VIP treatment for kids Selected as one of the world’s best VIP clubs for children by the site www.petitvip.com, the VIC Kids Club at the Radisson Blu Resort & Thalasso, Djerba (Tunisia), knows how to give VIC (Very Important Children) a holiday to remember! Set amidst a luxuriant palm grove, with direct access to the beach, the club welcomes children aged 4-12 and offers a wide range of facilities specially designed for younger guests, including their own minirestaurant, cinema, disco, library, computer area and open-air playground. Budding chefs can take cookery lessons and there are a host of other fun activities on offer: shows, arts & crafts, sports, themed evenings… Parents can relax, knowing their children are safe and supervised by qualified staff – and seven security cameras.

hotline

United Kingdom Employer of the Year In recognition of outstanding commitment in promoting and developing financial education in the hospitality industry, Radisson Blu has been selected as Corporate Employer of the Year 2010 by the British Association of Hospitality Accountants (BAHA). This prestigious award was presented to Rezidor’s Financial Controller Scotland, Ian Ross, at the BAHA Annual Christmas Awards Luncheon in London.

Ian Ross (middle) accepting the award for Radisson Blu from BAHA Chairman Paul Dukes

France Diversity in Nice recognised The continuing commitment of the Radisson Blu Hotel, Nice, to prevent discrimination, strive for equality and promote diversity in all areas of its HR policy has been rewarded by the French government: it is the first upscale hotel in France to be awarded the Diversity Label. The French Minister of the Interior, Brice Hortefeux, officially presented the label to General Manager Lionel Servant and Olivier Jacquin, Senior Vice President, Sales, Marketing, CRM & Distribution, who commented: “We are proud to fulfil a pioneering role in the fight against all forms of discrimination. Obtaining the Diversity Label will enable us to share our values with others in the hospitality industry.”

UNITED KINGDOM Teaming up for charity In the run-up to Christmas, four hotels in the United Kingdom: the Radisson Blu Hotel, London Stansted, the Radisson Blu Portman Hotel, the Park Inn Heathrow and the Park Inn Watford, joined forces to raise funds for Rezidor’s corporate charity, the World Childhood Foundation. The hotels partnered with various organisations to arrange some very attractive prizes for a charity raffle. This splendid team effort raised GBP 6,500 and a repeat is planned for 2011 in the hope of doubling the proceeds.

80

81


Inside Rezidor Responsible Business

Responsible

hotline

OMAN

Business

Team spirit

Jordan Red Sea diving

The Park Inn and Radisson Blu hotels in Muscat recently teamed up for a joint social responsibility initiative with the aim of tidying up a stretch of Oman’s popular public beach. Thirty volunteers from the sister hotels worked together to clear all the waste and debris that was such an eyesore to the area. “Working together towards a common environmental goal really fosters our team spirit,” said Faiza Al Balushi, Responsible Business Coordinator at the Park Inn Muscat.

FRANCE Responsible Business arrives in the Glamour Capital of Europe Just opened in January this year, the Radisson Blu 1835 Hotel & Thalasso, Cannes (France), wasted no time bringing its team up to speed with Living and Leading Responsible Business training - essential for all Rezidor hotels to meet its environmental, social and ethical responsibilities.

82

Michael Nassiri

Michael Nassiri, Food and Beverage Director of the Radisson Blu Tala Bay Resort in Aqaba (Jordan), took to the water recently as part of a Responsible Business activity organised by the hotel: to clean up the coral reef just in front of the hotel. Together with a guest from the hotel and other divers, they netted quite an odd catch!

AUSTRIA Gifts of Hope Once again the Park Inn Linz, Austria, supported the Gifts of Hope Christmas action, sending presents to children in need in Romania, Poland, Georgia, Moldavia and six other countries in Eastern Europe. The hotel team collected children’s clothes and school supplies, as well as sweets and cuddly toys, and proudly delivered the colourfully wrapped gift boxes to the Gifts of Hope association. With a total of more than 554,000 boxes collected throughout German-speaking countries, the campaign allowed many thousands of children to forget their troubles for a while.

SENEGAL

GERMANY

Donates for Education

Gifts of Hope

The Responsible Business team of the Radisson Blu Hotel, Dakar, handed over a donation of school stationery to a school for street children in a suburb of the Senegalese capital. They also donated gifts of milk, flour, clothes and toys to the MBOUR orphanage some 80 km from the city.

Radisson Blu hotels in Berlin and Erfurt pulled together to work on the Shoebox 2010 campaign, initiated by the organisation Geschenke der Hoffnung (Gifts of Hope), raising funds through a summer tombola, contacting suppliers to collect presents, and then filling, wrapping and distributing the boxes. Around 300 colourful shoeboxes filled with toys, pens, books, sweets and other goodies were sent to bring a smile to children’s faces at Christmas. 83


Inside Rezidor Responsible Business

Responsible

hotline

OMAN

Business

Team spirit

Jordan Red Sea diving

The Park Inn and Radisson Blu hotels in Muscat recently teamed up for a joint social responsibility initiative with the aim of tidying up a stretch of Oman’s popular public beach. Thirty volunteers from the sister hotels worked together to clear all the waste and debris that was such an eyesore to the area. “Working together towards a common environmental goal really fosters our team spirit,” said Faiza Al Balushi, Responsible Business Coordinator at the Park Inn Muscat.

FRANCE Responsible Business arrives in the Glamour Capital of Europe Just opened in January this year, the Radisson Blu 1835 Hotel & Thalasso, Cannes (France), wasted no time bringing its team up to speed with Living and Leading Responsible Business training - essential for all Rezidor hotels to meet its environmental, social and ethical responsibilities.

82

Michael Nassiri

Michael Nassiri, Food and Beverage Director of the Radisson Blu Tala Bay Resort in Aqaba (Jordan), took to the water recently as part of a Responsible Business activity organised by the hotel: to clean up the coral reef just in front of the hotel. Together with a guest from the hotel and other divers, they netted quite an odd catch!

AUSTRIA Gifts of Hope Once again the Park Inn Linz, Austria, supported the Gifts of Hope Christmas action, sending presents to children in need in Romania, Poland, Georgia, Moldavia and six other countries in Eastern Europe. The hotel team collected children’s clothes and school supplies, as well as sweets and cuddly toys, and proudly delivered the colourfully wrapped gift boxes to the Gifts of Hope association. With a total of more than 554,000 boxes collected throughout German-speaking countries, the campaign allowed many thousands of children to forget their troubles for a while.

SENEGAL

GERMANY

Donates for Education

Gifts of Hope

The Responsible Business team of the Radisson Blu Hotel, Dakar, handed over a donation of school stationery to a school for street children in a suburb of the Senegalese capital. They also donated gifts of milk, flour, clothes and toys to the MBOUR orphanage some 80 km from the city.

Radisson Blu hotels in Berlin and Erfurt pulled together to work on the Shoebox 2010 campaign, initiated by the organisation Geschenke der Hoffnung (Gifts of Hope), raising funds through a summer tombola, contacting suppliers to collect presents, and then filling, wrapping and distributing the boxes. Around 300 colourful shoeboxes filled with toys, pens, books, sweets and other goodies were sent to bring a smile to children’s faces at Christmas. 83


Inside Rezidor Responsible Business

Responsible

hotline

UNITED KINGDOM

Business

Czech Republic

Children in Need Appeal Children in Need, the annual British charity appeal organised by the BBC, aims to make a positive change to the lives of disadvantaged children and young people in the United Kingdom. Every year a huge campaign climaxes in November with a high-profile telethon broadcast live on national television. Edinburgh’s Radisson Blu Hotel decided to get involved to ensure it gives back something to the local community. The Charity’s mascot is a large yellow bear called Pudsey, and staff wore Pudsey “ears” all day to raise awareness among guests and customers. By the end of the day more than GBP 100 had been raised, with many people commenting on how amusing the staff looked!

GEORGIA

Wicked party!

Donate, create, decorate!

Together with Ostrava Kindergarten Cs. Exil for disabled children, the Park Inn Hotel Ostrava (Czech Republic) organised a very successful “Devil Party”. A unique and magical atmosphere prevailed in the wheelchair-accessible conference room, which was transformed into a hellish cave for the occasion. Funds generously donated during the staff Christmas party were donated to the Kindergarten and to Childhood. The hotel plans to continue to support children in 2011 through a new collaboration with the Oncology Clinic at University Hospital Ostrava.

The Radisson Blu Iveria Hotel in Tbilisi, Georgia, gave local residents the chance to release their inner child and give free rein to their creativity by helping to decorate a giant gingerbread house created by Executive Chef George Leivadiotis and his team in the hotel lobby. Participation was based on donations and all proceeds went to local UNICEF projects. Children, big and small, left their personal mark on the house and as one participant said: “Sticky fingers and smiling faces best describe this funfilled action”. The gingerbread house was also used as the collection point for donations to the US Marine Corps’ Toys for Tots campaign, set up to collect toys for needy children in the community.

FRANCE FRANCE One Dream, One Smile The Radisson Blu Hotel, Paris Charles de Gaulle Airport, was happy to respond to a request from the association “Un Reve, Un Sourire” (One Dream, One Smile), whose aim is to fulfil the dreams of disabled or sick children. The hotel welcomed Erwan, a 9-year-old boy suffering from cancer. Erwan’s dream was to meet Guillaume Hoarau, the famous footballer who plays for Paris Saint-Germain, during a PSG match. As part of its commitment to Responsible Business, the hotel is keen to support associations like this and bring hope to these children.

84

‘Tyring’ work! An enthusiastic team from the Radisson Blu Hotel, Toulouse Airport (France), joined a group from a local environmental association to clean up the Ile de Martignac, a vast and ancient wooded area on the banks of the River Garonne. On a sunny day in November, the volunteers enthusiastically set to work and managed to collect hundreds of tyres, dozens of cans and even some old fridges and mattresses! The team was back in February to finish off the task of returning this beautiful natural spot to its former glory. 85


Inside Rezidor Responsible Business

Responsible

hotline

UNITED KINGDOM

Business

Czech Republic

Children in Need Appeal Children in Need, the annual British charity appeal organised by the BBC, aims to make a positive change to the lives of disadvantaged children and young people in the United Kingdom. Every year a huge campaign climaxes in November with a high-profile telethon broadcast live on national television. Edinburgh’s Radisson Blu Hotel decided to get involved to ensure it gives back something to the local community. The Charity’s mascot is a large yellow bear called Pudsey, and staff wore Pudsey “ears” all day to raise awareness among guests and customers. By the end of the day more than GBP 100 had been raised, with many people commenting on how amusing the staff looked!

GEORGIA

Wicked party!

Donate, create, decorate!

Together with Ostrava Kindergarten Cs. Exil for disabled children, the Park Inn Hotel Ostrava (Czech Republic) organised a very successful “Devil Party”. A unique and magical atmosphere prevailed in the wheelchair-accessible conference room, which was transformed into a hellish cave for the occasion. Funds generously donated during the staff Christmas party were donated to the Kindergarten and to Childhood. The hotel plans to continue to support children in 2011 through a new collaboration with the Oncology Clinic at University Hospital Ostrava.

The Radisson Blu Iveria Hotel in Tbilisi, Georgia, gave local residents the chance to release their inner child and give free rein to their creativity by helping to decorate a giant gingerbread house created by Executive Chef George Leivadiotis and his team in the hotel lobby. Participation was based on donations and all proceeds went to local UNICEF projects. Children, big and small, left their personal mark on the house and as one participant said: “Sticky fingers and smiling faces best describe this funfilled action”. The gingerbread house was also used as the collection point for donations to the US Marine Corps’ Toys for Tots campaign, set up to collect toys for needy children in the community.

FRANCE FRANCE One Dream, One Smile The Radisson Blu Hotel, Paris Charles de Gaulle Airport, was happy to respond to a request from the association “Un Reve, Un Sourire” (One Dream, One Smile), whose aim is to fulfil the dreams of disabled or sick children. The hotel welcomed Erwan, a 9-year-old boy suffering from cancer. Erwan’s dream was to meet Guillaume Hoarau, the famous footballer who plays for Paris Saint-Germain, during a PSG match. As part of its commitment to Responsible Business, the hotel is keen to support associations like this and bring hope to these children.

84

‘Tyring’ work! An enthusiastic team from the Radisson Blu Hotel, Toulouse Airport (France), joined a group from a local environmental association to clean up the Ile de Martignac, a vast and ancient wooded area on the banks of the River Garonne. On a sunny day in November, the volunteers enthusiastically set to work and managed to collect hundreds of tyres, dozens of cans and even some old fridges and mattresses! The team was back in February to finish off the task of returning this beautiful natural spot to its former glory. 85


Inside Rezidor Awards & Honours

Awards &

FRANCE

HONOURS

Good housekeeping

Rezidor remains one of the World’s Most Ethical Companies awarded by Ethisphere Institute for the second year in a row The Rezidor Hotel Group, one of the fastest growing and most dynamic hotel companies worldwide, has been recognised as one of the World’s Most Ethical Companies for the second year in a row. Following a first award in 2010, the Ethisphere Institute (USA) has again honoured Rezidor’s real and sustained ethical leadership and has named the group as one of the 2011 World’s Most Ethical Companies. “We are delighted to receive this prestigious award again, and we are proud that we could maintain our status as one of the World’s Most Ethical Companies”, said Kurt Ritter, President & CEO of Rezidor. “We defended our rank by further going the extra mile and by working with upright business practices which support our own success, bring benefit to the community and raise the bar for ethical standards within the industry”, continued Ritter. Rezidor’s award-winning and group-wide Responsible Business programme has its roots

as far back as 1989. Besides the respect for social and ethical issues within the company the programme also focuses on health and safety for guests and employees as well as on a reduced negative impact on the environment. Rezidor’s ethical culture and Code of Business Ethics is introduced to each employee through the Living & Leading Responsible Business training programme. This foundation is expanded and promoted widely within Rezidor from the STAR supervisor development programme, to internal audit training and all the way up to the internal General Managers Certification Programme. It is furthermore reflected in the “Always Care” motto of the group’s Safety and Security programme, TRIC=S, which is internationally recognised as best practice for corporate security management. This is the fifth year Ethisphere, a think-tank dedicated to the creation, advancement and sharing of best practices in business ethics, corporate social responsibility, anti-corruption and sustainability, has published the WME rankings and presented 110 companies chosen by a committee of leading attorneys, professors, government officials and organisation leaders.

86

hotline

Read more about the 2011 World’s Most Ethical Companies at http://ethisphere.com/2011worlds-most-ethicalcompanies/ The methodology for the WME ranking includes seven distinct categories: Corporate Citizenship and Responsibility, Corporate Governance, and Innovation that Contributes to the Public Well Being; Industry leadership; Executive Leadership and Tone from the Top; Legal, Regulatory and Reputation Track Record; and Internal Systems and Ethics/Compliance Programme. A sampling of other 2011 winners includes Adidas, Timberland, Microsoft, American Express, Starbucks and UPS.

Virginie Lafon, Assistant Executive Housekeeper at the Radisson Blu Hotel, Nice, has qualified for the finals of the “Meilleur Ouvrier de France” (Best Worker in France) competition, in the hotel housekeepers category. Watch this space after 29 April!

UNITED KINGDOM Enjoy Stansted The Radisson Blu Hotel, London Stansted Airport, has been crowned the leading hotel for business tourism at the Regional Enjoy England Awards for Excellence 2010, recognised as the premier awards for the English tourism industry. The regional winners in each category are automatically entered for the national awards, which will be presented in April 2011.

L to R: Director of Sales and Marketing Francesco Ieri, guest speaker and Olympic slalom canoe medallist David Florence and Director of Operations Russell Markou

SWITZERLAND Whisky Galore!

The Luce Bar at the Radisson Blu Hotel, Lucerne, has been certified one of the best whisky bars in Switzerland by the Whisky Guide Switzerland 2011, a listing of the country’s best bars and shops. Cheers! 87


Inside Rezidor Awards & Honours

Awards &

FRANCE

HONOURS

Good housekeeping

Rezidor remains one of the World’s Most Ethical Companies awarded by Ethisphere Institute for the second year in a row The Rezidor Hotel Group, one of the fastest growing and most dynamic hotel companies worldwide, has been recognised as one of the World’s Most Ethical Companies for the second year in a row. Following a first award in 2010, the Ethisphere Institute (USA) has again honoured Rezidor’s real and sustained ethical leadership and has named the group as one of the 2011 World’s Most Ethical Companies. “We are delighted to receive this prestigious award again, and we are proud that we could maintain our status as one of the World’s Most Ethical Companies”, said Kurt Ritter, President & CEO of Rezidor. “We defended our rank by further going the extra mile and by working with upright business practices which support our own success, bring benefit to the community and raise the bar for ethical standards within the industry”, continued Ritter. Rezidor’s award-winning and group-wide Responsible Business programme has its roots

as far back as 1989. Besides the respect for social and ethical issues within the company the programme also focuses on health and safety for guests and employees as well as on a reduced negative impact on the environment. Rezidor’s ethical culture and Code of Business Ethics is introduced to each employee through the Living & Leading Responsible Business training programme. This foundation is expanded and promoted widely within Rezidor from the STAR supervisor development programme, to internal audit training and all the way up to the internal General Managers Certification Programme. It is furthermore reflected in the “Always Care” motto of the group’s Safety and Security programme, TRIC=S, which is internationally recognised as best practice for corporate security management. This is the fifth year Ethisphere, a think-tank dedicated to the creation, advancement and sharing of best practices in business ethics, corporate social responsibility, anti-corruption and sustainability, has published the WME rankings and presented 110 companies chosen by a committee of leading attorneys, professors, government officials and organisation leaders.

86

hotline

Read more about the 2011 World’s Most Ethical Companies at http://ethisphere.com/2011worlds-most-ethicalcompanies/ The methodology for the WME ranking includes seven distinct categories: Corporate Citizenship and Responsibility, Corporate Governance, and Innovation that Contributes to the Public Well Being; Industry leadership; Executive Leadership and Tone from the Top; Legal, Regulatory and Reputation Track Record; and Internal Systems and Ethics/Compliance Programme. A sampling of other 2011 winners includes Adidas, Timberland, Microsoft, American Express, Starbucks and UPS.

Virginie Lafon, Assistant Executive Housekeeper at the Radisson Blu Hotel, Nice, has qualified for the finals of the “Meilleur Ouvrier de France” (Best Worker in France) competition, in the hotel housekeepers category. Watch this space after 29 April!

UNITED KINGDOM Enjoy Stansted The Radisson Blu Hotel, London Stansted Airport, has been crowned the leading hotel for business tourism at the Regional Enjoy England Awards for Excellence 2010, recognised as the premier awards for the English tourism industry. The regional winners in each category are automatically entered for the national awards, which will be presented in April 2011.

L to R: Director of Sales and Marketing Francesco Ieri, guest speaker and Olympic slalom canoe medallist David Florence and Director of Operations Russell Markou

SWITZERLAND Whisky Galore!

The Luce Bar at the Radisson Blu Hotel, Lucerne, has been certified one of the best whisky bars in Switzerland by the Whisky Guide Switzerland 2011, a listing of the country’s best bars and shops. Cheers! 87


Inside Rezidor Awards & Honours

Awards & SWEDEN & NORWAY

hotline

HONOURS

Best national and international hotel chain

UNITED KINGDOM

Manchester takes top design award

2011

The Rezidor Hotel Group was the big-time winner at the Grand Travel Awards 2011 in Norway: with its core brands Radisson Blu and Park Inn by Radisson, Rezidor was pronounced best national and international hotel chain. The Grand Travel Awards, managed by Norway’s Travel News magazine, are regarded as the industry’s most prestigious awards and are based on the votes of hundreds of opinion leaders and decision-makers. Grand Travel Award is the tourism industry’s equivalent of the Oscars and the most prestigious award in the Scandinavian travel and tourism industry. “We won the award as best international hotel chain in Norway for the fourth consecutive year, and are proud and delighted to have also been chosen as best national hotel chain for the first time,” commented Christian Gartmann, Rezidor’s Area Vice President for the Nordics. “The awards mean both acknowledgement and motivation to our teams, which have been working hard to increase our brand awareness in the Nordics. Our goal is to build on our strengths and successes and to remain a top player within the region.”

The winners of the 2010 European Hotel Design Awards were announced at a glittering end-of-year ceremony in central London, with honours in the new build category going to the Park Inn Manchester, Victoria! These prestigious awards recognise the exceptional standards of recently completed hotel projects from around Europe. The high-level judging panel included Simon Ford of InterContinental Hotels Group, Khirstie Myles of Marriott International and Eugène Staal, Rezidor’s Senior Vice President Technical Development

RUSSIA Best place in town

The Rezidor Hotel Group is also proud to announce its win for the award for best international hotel chain in Sweden. “It confirms that our commitment to providing our guests high level service and great products in all countries is recognised. I also believe that offering hotels in attractive locations was a strong factor in winning the award”, says Pia Djupmark, Regional Director Sweden – The Rezidor Hotel Group. Over 600 persons from the Swedish travel and tourism industry have jointly voted Radisson Blu the best international hotel chain. “The fact that over 600 persons from the travel and tourism industry in Sweden voted for us is amazing. We diligently work in strengthening our partnerships and relationships with the corporate and leisure travel agents. This award is a very good indicator that our efforts are working,” adds Pia Djupmark.

BELGIUM

The Metamorfos restaurant at the newly rebranded Radisson Sonya Hotel in St Petersburg has been showered with praise lately. First, it was voted “Best Hotel Restaurant” in Time Out magazine’s “Menu & Bill 2010” competition, based on the opinions of both restaurant experts and restaurant clients. The beautifully designed restaurant was also named “Restaurant with exclusive interior 2010” by the famous travel magazine Where. This special award is organised annually and recognises the best public places in the city of St Petersburg.

Corporate Office Colleague of the Year

Chris Van Aerschot, Director of Corporate Human Resources, has been voted Head Office Colleague of the Year for her compassion and understanding, and her willingness to help out in a fair and constructive way. Colleagues praised her team spirit and her ability to listen and to provide clear advice on employee-related matters. Chris has been with Rezidor since 2006 and her wide-ranging responsibilities include assisting the Corporate departments with recruitment and selection of local and expatriate employees. She likes to describe her job as handling the day-to-day administration of essential HR related matters effectively and seamlessly in such a way that employees can focus on their core job responsibilities. Over 100 colleagues from Rezidor Head Office crowned Chris as their Colleague of the Year.

88

Bulgaria First 10 in Sofia In November the Radisson Blu Hotel in Sofia recognised staff with 10 years’ service for the first time in the hotel’s history. Two-diamond Yes I Can! pins and anniversary certificates were officially presented to 10 employees who joined the team back in 2000 during the opening phase of the first Radisson Blu hotel in Bulgaria. General Manager Deborah Haines was also in the select group, as she celebrated 10 years with The Rezidor Hotel Group. A further seven colleagues received their 5-year pins. 89


Inside Rezidor Awards & Honours

Awards & SWEDEN & NORWAY

hotline

HONOURS

Best national and international hotel chain

UNITED KINGDOM

Manchester takes top design award

2011

The Rezidor Hotel Group was the big-time winner at the Grand Travel Awards 2011 in Norway: with its core brands Radisson Blu and Park Inn by Radisson, Rezidor was pronounced best national and international hotel chain. The Grand Travel Awards, managed by Norway’s Travel News magazine, are regarded as the industry’s most prestigious awards and are based on the votes of hundreds of opinion leaders and decision-makers. Grand Travel Award is the tourism industry’s equivalent of the Oscars and the most prestigious award in the Scandinavian travel and tourism industry. “We won the award as best international hotel chain in Norway for the fourth consecutive year, and are proud and delighted to have also been chosen as best national hotel chain for the first time,” commented Christian Gartmann, Rezidor’s Area Vice President for the Nordics. “The awards mean both acknowledgement and motivation to our teams, which have been working hard to increase our brand awareness in the Nordics. Our goal is to build on our strengths and successes and to remain a top player within the region.”

The winners of the 2010 European Hotel Design Awards were announced at a glittering end-of-year ceremony in central London, with honours in the new build category going to the Park Inn Manchester, Victoria! These prestigious awards recognise the exceptional standards of recently completed hotel projects from around Europe. The high-level judging panel included Simon Ford of InterContinental Hotels Group, Khirstie Myles of Marriott International and Eugène Staal, Rezidor’s Senior Vice President Technical Development

RUSSIA Best place in town

The Rezidor Hotel Group is also proud to announce its win for the award for best international hotel chain in Sweden. “It confirms that our commitment to providing our guests high level service and great products in all countries is recognised. I also believe that offering hotels in attractive locations was a strong factor in winning the award”, says Pia Djupmark, Regional Director Sweden – The Rezidor Hotel Group. Over 600 persons from the Swedish travel and tourism industry have jointly voted Radisson Blu the best international hotel chain. “The fact that over 600 persons from the travel and tourism industry in Sweden voted for us is amazing. We diligently work in strengthening our partnerships and relationships with the corporate and leisure travel agents. This award is a very good indicator that our efforts are working,” adds Pia Djupmark.

BELGIUM

The Metamorfos restaurant at the newly rebranded Radisson Sonya Hotel in St Petersburg has been showered with praise lately. First, it was voted “Best Hotel Restaurant” in Time Out magazine’s “Menu & Bill 2010” competition, based on the opinions of both restaurant experts and restaurant clients. The beautifully designed restaurant was also named “Restaurant with exclusive interior 2010” by the famous travel magazine Where. This special award is organised annually and recognises the best public places in the city of St Petersburg.

Corporate Office Colleague of the Year

Chris Van Aerschot, Director of Corporate Human Resources, has been voted Head Office Colleague of the Year for her compassion and understanding, and her willingness to help out in a fair and constructive way. Colleagues praised her team spirit and her ability to listen and to provide clear advice on employee-related matters. Chris has been with Rezidor since 2006 and her wide-ranging responsibilities include assisting the Corporate departments with recruitment and selection of local and expatriate employees. She likes to describe her job as handling the day-to-day administration of essential HR related matters effectively and seamlessly in such a way that employees can focus on their core job responsibilities. Over 100 colleagues from Rezidor Head Office crowned Chris as their Colleague of the Year.

88

Bulgaria First 10 in Sofia In November the Radisson Blu Hotel in Sofia recognised staff with 10 years’ service for the first time in the hotel’s history. Two-diamond Yes I Can! pins and anniversary certificates were officially presented to 10 employees who joined the team back in 2000 during the opening phase of the first Radisson Blu hotel in Bulgaria. General Manager Deborah Haines was also in the select group, as she celebrated 10 years with The Rezidor Hotel Group. A further seven colleagues received their 5-year pins. 89


Inside Rezidor Awards & Honours

Awards &

HONOURS

hotline

KUWAIT Proud as a Peacock

UNITED KINGDOM

Radisson Blu Hotel, Kuwait’s Peacock Chinese restaurant took first place in the fine dining restaurants category at the 2010 Service Hero Awards – the winners being decided based on the opinions of consumers in Kuwait. The hotel’s Al Boom steak and seafood restaurant was also short-listed in the top 3. Peacock was also declared the Country-wide Winner amongst the winners in all the 15 different categories, beating heavyweights like Mercedes cars, Lexus cars, Wataniya Airways and Ikea. Service Hero adheres to ESOMAR principles (the European Society of Opinion and Market Research). The 2010 awards attracted 8,743 votes based on six key service aspects: behaviour, location, speed, product quality, reliability and value for money.

A masterpiece of design

The Park Inn Aberdeen, the centrepiece of one of Scotland’s most significant city centre regeneration projects, has won a prestigious design and architectural award. This new hotel, which opened for business in August 2010, is the centrepiece of a GBP 75 million office and hotel development, which was hailed as a “masterpiece” by the head of the Aberdeen Civic Society when he presented the award at a glittering ceremony in the city last year. Two of the key features of the prime site development are its west end location and its “green” credentials. By using a low-energy air conditioning system in conjunction with external solar control devices, the buildings are 30% more efficient than current regulations require.

Czech Republic Prague’s culinary stars The Radisson Blu Alcron Hotel, Prague, is proud to announce that the 2010 Restaurateur of the Year award has been won by its Food & Beverage Manager, David Patek, and Executive Chef Roman Paulus. The award was presented during the Annual Gala Dinner, organised by the Czech Hotel Association and attended by the President of the Czech Republic, Prof. Vaclav Klaus, and other local dignitaries. 90

Roger Ciapponi

Award-winning luxury

The Regent Esplanade Zagreb has recently won a clutch of accolades, confirming its position as one of the best luxury hotels in Croatia, Europe and the world! Not for the first time, it took the “Tourist Flower” Quality for Croatia Award for the best 5-star hotel in continental Croatia, presented by the Croatian Chamber of Commerce and Croatian national television. The hotel also scooped the Touristar Award, which recognises the best hotels in the country, as voted by major hotel industry experts. And the Regent Esplanade Zagreb’s reputation is not confined to Croatia, as it features on the famous Gold List of Conde Nast Traveler, the world’s premier travel magazine, among the best hotels in Europe. To crown its achievements, the hotel was named top Luxury City Hotel at the 2010 World Luxury Hotel Awards (WLHA) Gala Ceremony in Thailand. The WLHA are the world’s most prestigious awards exclusive to the luxury hotel industry and recognise the best facilities and service excellence the industry has to offer.

Two helping hands

Cor Ruiter

CROATIA

THE NETHERLANDS

The Yes I Can! Wall of Fame at the Radisson Blu Hotel Amsterdam Airport, Schiphol, now features the handprints of two of its longest-serving employees: Executive Chef Cor Ruiter and Chief Engineer Roger Ciapponi. Both men joined Rezidor in 1990 when they started in the first new hotel of the chain in Amsterdam: the SAS Royal Hotel Amsterdam.

SOUTH AFRICA Mini = Maximum impact Establishing a new brand in a new country is a tough task for any hotel chain. Putting the Park Inn Sandton on the map in Johannesburg is the latest challenge, but has now been made much easier by the acquisition of two brand-new and colourful Park Inn-branded minis. The vibrant and dynamic cars are already catching the eye of the local market and, at the same time, the team is having fun driving them around!

From minis to tinnis, the Park Inn Sandton in Johannesburg is determined to put a splash of colour in your life! The bar team has created four new cocktails using the hotel’s outdoor terrace, sunny South African climate and four logo colours as inspiration. The signature Park-tinnis are a mixture of fresh fruit and ice-cold vodka and are a refreshing way to end the day or to accompany any dish on the vibrant RBG menu.

91


Inside Rezidor Awards & Honours

Awards &

HONOURS

hotline

KUWAIT Proud as a Peacock

UNITED KINGDOM

Radisson Blu Hotel, Kuwait’s Peacock Chinese restaurant took first place in the fine dining restaurants category at the 2010 Service Hero Awards – the winners being decided based on the opinions of consumers in Kuwait. The hotel’s Al Boom steak and seafood restaurant was also short-listed in the top 3. Peacock was also declared the Country-wide Winner amongst the winners in all the 15 different categories, beating heavyweights like Mercedes cars, Lexus cars, Wataniya Airways and Ikea. Service Hero adheres to ESOMAR principles (the European Society of Opinion and Market Research). The 2010 awards attracted 8,743 votes based on six key service aspects: behaviour, location, speed, product quality, reliability and value for money.

A masterpiece of design

The Park Inn Aberdeen, the centrepiece of one of Scotland’s most significant city centre regeneration projects, has won a prestigious design and architectural award. This new hotel, which opened for business in August 2010, is the centrepiece of a GBP 75 million office and hotel development, which was hailed as a “masterpiece” by the head of the Aberdeen Civic Society when he presented the award at a glittering ceremony in the city last year. Two of the key features of the prime site development are its west end location and its “green” credentials. By using a low-energy air conditioning system in conjunction with external solar control devices, the buildings are 30% more efficient than current regulations require.

Czech Republic Prague’s culinary stars The Radisson Blu Alcron Hotel, Prague, is proud to announce that the 2010 Restaurateur of the Year award has been won by its Food & Beverage Manager, David Patek, and Executive Chef Roman Paulus. The award was presented during the Annual Gala Dinner, organised by the Czech Hotel Association and attended by the President of the Czech Republic, Prof. Vaclav Klaus, and other local dignitaries. 90

Roger Ciapponi

Award-winning luxury

The Regent Esplanade Zagreb has recently won a clutch of accolades, confirming its position as one of the best luxury hotels in Croatia, Europe and the world! Not for the first time, it took the “Tourist Flower” Quality for Croatia Award for the best 5-star hotel in continental Croatia, presented by the Croatian Chamber of Commerce and Croatian national television. The hotel also scooped the Touristar Award, which recognises the best hotels in the country, as voted by major hotel industry experts. And the Regent Esplanade Zagreb’s reputation is not confined to Croatia, as it features on the famous Gold List of Conde Nast Traveler, the world’s premier travel magazine, among the best hotels in Europe. To crown its achievements, the hotel was named top Luxury City Hotel at the 2010 World Luxury Hotel Awards (WLHA) Gala Ceremony in Thailand. The WLHA are the world’s most prestigious awards exclusive to the luxury hotel industry and recognise the best facilities and service excellence the industry has to offer.

Two helping hands

Cor Ruiter

CROATIA

THE NETHERLANDS

The Yes I Can! Wall of Fame at the Radisson Blu Hotel Amsterdam Airport, Schiphol, now features the handprints of two of its longest-serving employees: Executive Chef Cor Ruiter and Chief Engineer Roger Ciapponi. Both men joined Rezidor in 1990 when they started in the first new hotel of the chain in Amsterdam: the SAS Royal Hotel Amsterdam.

SOUTH AFRICA Mini = Maximum impact Establishing a new brand in a new country is a tough task for any hotel chain. Putting the Park Inn Sandton on the map in Johannesburg is the latest challenge, but has now been made much easier by the acquisition of two brand-new and colourful Park Inn-branded minis. The vibrant and dynamic cars are already catching the eye of the local market and, at the same time, the team is having fun driving them around!

From minis to tinnis, the Park Inn Sandton in Johannesburg is determined to put a splash of colour in your life! The bar team has created four new cocktails using the hotel’s outdoor terrace, sunny South African climate and four logo colours as inspiration. The signature Park-tinnis are a mixture of fresh fruit and ice-cold vodka and are a refreshing way to end the day or to accompany any dish on the vibrant RBG menu.

91


Inside Rezidor Awards & Honours

Awards &

HONOURS

hotline

TURKEY Best in World

POLAND A winning personality Wojciech Liszka, Director of Sales and Marketing at the Radisson Blu Hotel, Krakow, has been voted winner of the Personality of the Year contest for the meetings, incentives, conferences and events (MICE) industry. MICE Poland Personality of the Year is an award for people in the MICE industry recognised by industry representatives as demonstrating outstanding professionalism and efficiency. In the “Object Manager” category, in which Wojciech came out on top, the jury focused on attention to ethics in action, contribution to the meetings industry, CSR initiatives, innovativeness and creativity, and – above all – quality of the managed object.

CROATIA The sweet taste of victory

At the recent State Pastry Chefs Championships, the title of best Croatian Pastry Chef once again went to Mirjana Kozlina from the Regent Esplanade Hotel in Zagreb. Her medal tally was an impressive two gold and four silver. As a member of the Croatian Culinary Federation, Mirjana also took part in the Culinary World Cup in Luxembourg. This acclaimed international competition has a long tradition and is held every four years. Together with over 1,000 competitors from 53 countries, Croatia participated with the national culinary team and two regional teams and was rewarded with six bronze medals.

SENEGAL Diamond geezer And the “3 diamonds” award goes to Jerome Martens! The Executive Chef at the Radisson Blu Hotel, Dakar, celebrated 15 years’ service in August 2010 and was presented with a 3-diamond pin to mark the occasion. His latest challenge is to launch two gastronomic restaurants in the Senegalese hotel, including a fish restaurant around the new pool area. hotline congratulates Jerôme on all he has achieved so far and looks forward to working with him for many years to come.

92

Mehmet Soykan, Executive Chef of Istanbul’s Radisson Blu Bosphorus Hotel, will represent Turkey at the Gourmand World Cookbook Awards in the “professional chef cookbook” category. Once described as the Nobel Prize for cookery writers, this annual competition attracts a host of key figures in the world of gastronomy. Turkey will be competing along with 57 other countries for these Best in World awards. Mehmet’s book includes 54 of his favourite recipes, amazing images and wine suggestions for each dish. The results will be announced in March at the Gala Awards Ceremony in Paris during the Paris Cookbook Fair.

UNITED KINGDOM Jazzing it up in Cardiff To launch the new live jazz nights at the Park Inn Cardiff City Centre, Executive Chef Thangarajmaheswaran Jayabalasubramanian put his considerable skills to work and created a piece of art that guarantees a “wow” factor: a saxophone hand-crafted from dough. Staff and guests alike marvel at the level of detail he has captured. It took around 60 man hours to produce this amazing example of culinary art. The basic shape is carved from polystyrene, which is then layered with a sheet of salt dough. The intricate details are added and the piece is left to dry, unbaked, before being colour-enhanced with coffee. All we can say is: wow!

UNITED ARAB EMIRATES Gets Italian Seal of Quality Filini, the contemporary Italian bar & restaurant at the Radisson Blu Hotel, Abu Dhabi Yas Island, has been honoured with the “Ospitalita Italiana” Seal of Quality, awarded by the Italian Chamber of Commerce in the UAE. This Seal is conferred on restaurants that promote the image of Italian restaurants outside Italy and guarantee that the high standards and quality of Italian hospitality are met. Italian Chef Thomas Marchi from Filini received the Seal at a glamorous ceremony held in Dubai as part of the Italian Festival Week.

UNITED ARAB EMIRATES Certo – a sure-fire winner During the Italian Festival Weeks in December 2010, the Italian Industry & Commerce Office in the UAE awarded Certo, the restaurant at Dubai Media City’s Radisson Blu Hotel, with the “Ospitalita Italiana” Seal of Quality for its Italian authenticity. Like the great Italian family kitchen, this bustling restaurant reflects the mood of the moment. From open and relaxed at lunch to vibrant and intimate at dinner, the award-winning Certo Restaurant offers authentic, modern cooking inspired by classic Italian cuisine. Using only the freshest seasonal ingredients, at Certo cooking is a passion for robust and hearty flavours. 93


Inside Rezidor Awards & Honours

Awards &

HONOURS

hotline

TURKEY Best in World

POLAND A winning personality Wojciech Liszka, Director of Sales and Marketing at the Radisson Blu Hotel, Krakow, has been voted winner of the Personality of the Year contest for the meetings, incentives, conferences and events (MICE) industry. MICE Poland Personality of the Year is an award for people in the MICE industry recognised by industry representatives as demonstrating outstanding professionalism and efficiency. In the “Object Manager” category, in which Wojciech came out on top, the jury focused on attention to ethics in action, contribution to the meetings industry, CSR initiatives, innovativeness and creativity, and – above all – quality of the managed object.

CROATIA The sweet taste of victory

At the recent State Pastry Chefs Championships, the title of best Croatian Pastry Chef once again went to Mirjana Kozlina from the Regent Esplanade Hotel in Zagreb. Her medal tally was an impressive two gold and four silver. As a member of the Croatian Culinary Federation, Mirjana also took part in the Culinary World Cup in Luxembourg. This acclaimed international competition has a long tradition and is held every four years. Together with over 1,000 competitors from 53 countries, Croatia participated with the national culinary team and two regional teams and was rewarded with six bronze medals.

SENEGAL Diamond geezer And the “3 diamonds” award goes to Jerome Martens! The Executive Chef at the Radisson Blu Hotel, Dakar, celebrated 15 years’ service in August 2010 and was presented with a 3-diamond pin to mark the occasion. His latest challenge is to launch two gastronomic restaurants in the Senegalese hotel, including a fish restaurant around the new pool area. hotline congratulates Jerôme on all he has achieved so far and looks forward to working with him for many years to come.

92

Mehmet Soykan, Executive Chef of Istanbul’s Radisson Blu Bosphorus Hotel, will represent Turkey at the Gourmand World Cookbook Awards in the “professional chef cookbook” category. Once described as the Nobel Prize for cookery writers, this annual competition attracts a host of key figures in the world of gastronomy. Turkey will be competing along with 57 other countries for these Best in World awards. Mehmet’s book includes 54 of his favourite recipes, amazing images and wine suggestions for each dish. The results will be announced in March at the Gala Awards Ceremony in Paris during the Paris Cookbook Fair.

UNITED KINGDOM Jazzing it up in Cardiff To launch the new live jazz nights at the Park Inn Cardiff City Centre, Executive Chef Thangarajmaheswaran Jayabalasubramanian put his considerable skills to work and created a piece of art that guarantees a “wow” factor: a saxophone hand-crafted from dough. Staff and guests alike marvel at the level of detail he has captured. It took around 60 man hours to produce this amazing example of culinary art. The basic shape is carved from polystyrene, which is then layered with a sheet of salt dough. The intricate details are added and the piece is left to dry, unbaked, before being colour-enhanced with coffee. All we can say is: wow!

UNITED ARAB EMIRATES Gets Italian Seal of Quality Filini, the contemporary Italian bar & restaurant at the Radisson Blu Hotel, Abu Dhabi Yas Island, has been honoured with the “Ospitalita Italiana” Seal of Quality, awarded by the Italian Chamber of Commerce in the UAE. This Seal is conferred on restaurants that promote the image of Italian restaurants outside Italy and guarantee that the high standards and quality of Italian hospitality are met. Italian Chef Thomas Marchi from Filini received the Seal at a glamorous ceremony held in Dubai as part of the Italian Festival Week.

UNITED ARAB EMIRATES Certo – a sure-fire winner During the Italian Festival Weeks in December 2010, the Italian Industry & Commerce Office in the UAE awarded Certo, the restaurant at Dubai Media City’s Radisson Blu Hotel, with the “Ospitalita Italiana” Seal of Quality for its Italian authenticity. Like the great Italian family kitchen, this bustling restaurant reflects the mood of the moment. From open and relaxed at lunch to vibrant and intimate at dinner, the award-winning Certo Restaurant offers authentic, modern cooking inspired by classic Italian cuisine. Using only the freshest seasonal ingredients, at Certo cooking is a passion for robust and hearty flavours. 93


Awards & HOTEL MISSONI EDINBURGH One of the World’s most trendiest hotels

Until recently, Scotland’s capital city of Edinburgh may not have been your first port of call if you were looking for a trendy place to be seen, but think again! TripAdvisor, the world’s largest travel site, recently unveiled Hotel Missoni Edinburgh as the second trendiest hotel in Europe, and the eighth trendiest in the world, in its ninth annual Travellers’ Choice Hotel awards, often dubbed the “Oscars of the hotel world”. Unlike any other hotel awards, TripAdvisor’s awards are based solely on the experiences of millions of travellers from around the world – so they should know!

94

HONOURS


Awards & HOTEL MISSONI EDINBURGH One of the World’s most trendiest hotels

Until recently, Scotland’s capital city of Edinburgh may not have been your first port of call if you were looking for a trendy place to be seen, but think again! TripAdvisor, the world’s largest travel site, recently unveiled Hotel Missoni Edinburgh as the second trendiest hotel in Europe, and the eighth trendiest in the world, in its ninth annual Travellers’ Choice Hotel awards, often dubbed the “Oscars of the hotel world”. Unlike any other hotel awards, TripAdvisor’s awards are based solely on the experiences of millions of travellers from around the world – so they should know!

94

HONOURS


Welcome to a whole new world of hotel rewards

A faster way to an Award Night at all hotels worldwide. Join the club. Enroll and learn more at the front desk or at clubcarlson.com

clubcarlson.com


Rezidor Hotline Magazine Q1 2011