Hotel & Motel Management - September 18, 2007 - (Page Cover2)

2 H&MM September 18, 2007 | HotelMotel.com ADVERTISEMENT www.HotelMotel.com/digital_edition ADVERTISEMENT Hotel Support Employees and guests are an important part of the equation. But at Carlson we spend the same amount of energy building strong relationships with our franchise partners. Carlson is a relationship company. Our franchisees notice that right away.We’re reachable.We’re approachable.The relationship matters. Our franchisees know they can count on Carlson for a wide range of services and support, dedicated to their operational success, day in and day out. We demonstrate this in part by the large circle of support designed to ensure success for our franchisees.This includes: Nancy Johnson Executive Vice President Full-Service Hotels Carlson Hotels Worldwide Steve Mogck Executive Vice President Select-Service Hotels Carlson Hotels Worldwide Employee Engagement. Customer Satisfaction. Revenue Maximization. Surrounding our hotels with a circle of support. Great Hospitality.Trusted Relationships. At Carlson Hotels Worldwide, relationships matter. Relationships with our franchisees, our employees and our guests.That’s a core difference franchisees see and feel when working with Carlson. As a family owned, privately held company, our focus is not on short-term profits. Rather, we are committed to building long-term relationships and success with our franchise and investor partners.They become part of our family.They can reach us.They can talk to us.They get to know us. And that’s a philosophy that’s light years apart from a large entity that views them as another dot on a corporate distribution map. Engaging Employees In this business, you need to have a servant’s heart.And that spirit comes from the very foundation of Carlson, a company built around relationships, service and trust. It begins with individual line employees—engaged employees who are totally invested in guest satisfaction. There is an absolute correlation between the profitability of a hotel and the level of engagement of their employees. That’s why Carlson has developed unique service philosophies for our brands—Be Our Guest for Country Inns & Suites By CarlsonSM and Yes I Can!® for Radisson Hotels & Resorts.® These service philosophies lay the groundwork for bringing a single standard of service excellence to each and every guest. We work directly with the Gallup Organization to measure employee engagement through annual surveys.With this information, we help hotels develop action plans and share best in class strategies for employee engagement. It’s about building a service culture into the brands, and hiring and keeping the right employees to be the face of that culture. Guest Satisfaction We help our hotels measure guest satisfaction with Medallia, which provides real time guest feedback, letting our franchisees know whether every guest interaction is being handled with the caring spirit that permeates our brand cultures. It allows a hotel operator to know whether they’re meeting guest expectations. The immediate feedback allows operators to modify or reinforce behaviors in a timely manner, completing the circle that allows them to deliver our brand promise to every guest, every stay. • Brand Business Directors: Many chains have inspectors who are there to catch you doing something wrong. We offer a consultative approach through our Brand Business Directors, and it’s a whole different mindset. Operators look forward to their visits, because they help them identify not only problems, but opportunities to enhance performance and profits.We bring data to show how they’re competing in the market place and what other hotels are doing.We show them the specific areas where they can improve. It’s all about delivering information, resources, and data that’s valuable and actionable. It’s about treating our franchisees as individuals, and understanding their individual situations and needs. • Revenue Optimization Performance Enhancement Services (ROPES): ROPES is an innovative new program that gives our hotels access to a dedicated Revenue Optimization Specialist.These revenue experts use a whole set of industry leading diagnostic and forecasting tools to provide our hotels with actionable information to drive and maximize revenue. “Working with an expert who genuinely wants our property to be successful has been a great start for us in the ROPES program. It's allowing us to create strategies for where we want to be in the future.” Marc Jacobs, GM, Kalamazoo Radisson • Revenue Development Team: A team of experts whose sole objective is to help our hotels use all of the marketing resources we’ve developed for them, including: - The RFP process - Local Advertising - One to One Marketing to goldpoints plusSM members and Look To Book® travel agents k • Research & Insights Division:This group solicits in-depth guest feedback on an ongoing basis, allowing us to stay ahead of the curve in satisfying and anticipating guest needs and wants. This is extremely important in our always changing society. Support through every channel.Satisfaction for every guest.Success on every level. At Carlson, this is the expectation of performance we set for ourselves, and the goal we seek to achieve. And behind it all is the vision, drive, and determination best summed up in the credo that is the legacy of the late Curtis Carlson. “Whatever you do, do with integrity. Wherever you go, go as a leader. Whomever you serve, serve with caring. Whenever you dream, dream with your all. And never, ever give up.” Published by Hotel & Motel Management CIRCLE NO. 119 http://HotelMotel.com http://www.HotelMotel.com/digital_edition

Table of Contents Feed for the Digital Edition of Hotel & Motel Management - September 18, 2007

Hotel & Motel Management - September 18, 2007 Contents Vista Inns Redefines Business Model Conley Applies Satisfaction Theory to Boutique Hotels Questex Acquires Oxford Publishing Perspective At Your Risk Consultant’s Corner Sales Clinic Travel Trends On Finance Franchise Law Cornell Insights HotelWorld Update Training Trends Satisfaction Trends Management Trends Speakers Named, Registration Open for IH/M&RS Going Green Saves Green Trends & Stats Vacuums Go the Extra Mile Transactions Offsetting Emissions is Newest Sustainability Initiative Minibar Advancements Supplier News People on The Move ADA Compliance Can Be Easier With Programs Business Travelers Interested in Remote Check-In/Out Awards Markets Dictate Renovations vs. New Builds More Development Opportunities Available Top Hotel Companies Survey The Lodging Conference Previews Ad/Editorial Index Marketplace Classifieds Checking Out

Hotel & Motel Management - September 18, 2007

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