Best Western The World's Largest Hotel Chain - Best Western Hotels

Best Western
The World‘s Largest Hotel Chain®
Best Western Central Europe

Welcome To The World Of Best Western!
Your business is all about success - and success to hoteliers first and foremost means providing best
services and attractive offers, winning customers and retaining them as regular guests.
However independent and privately owned hotels find it increasingly difficult to sustain their market position
in times of growing competition, fluctuating economy, new technologies and distribution channels
and rising information flood.
That´s why a qualified business partner by your side really is helpful: seasoned experts, dedicated to
professional international and regional marketing.
Best Western - the powerful global brand - contractually offers its members to
• use the global booking- and distribution channels as Best Western
• provide global and regional marketing programs in addition to your individual products
• increase a member hotel‘s average price and consequently the revenue per room
• enhance your competitive advantage
By just adding the prefix „Best Western“ you can make your regionally renowned hotel an internationally
branded product while preserving its individual flair and uniqueness!
What distinguishes Best Western from all other hotel chains is that we DO NOT interfere in any way in
management issues of the member‘s hotel.
Become a Best Western member and take advantage of this prestigious brand connecting more than
4.000 independent and privately owned hotels in over 80 countries! Every day, more than 400,000 customers
worldwide appreciate the services of Best Western Hotels; about 1.5 millions daily perceive Best
Western‘s company logo and nearly 10 million members prove our loyalty program „Best Western Rewards“
a huge success.
Whether as a Best Western Hotel or Best Western Premier® Hotel (4-5 star premium hotels committed to
superior standards, most exquisite ambiance and truly individual flair) - it’s a win-win situation!
Opting for an international renowned group of hotels is an all-important strategic decision for your future
business. Gladly we will help you in making this decision - instead of a short-term expansion at all
costs it is our intention to build up a long-term collaboration with truly satisfied members!
Let us team up as partners in the development of your hotel‘s and your region‘s business success!
So you might want to contact us - we look forward to a personal meeting!
Christian Hofer
President BWCE
CEO BWCE

Best Western,
the world’s largest association of
independently owned and operated hotels,
renowned for guaranteed quality and
high customer loyalty,
generates appreciation value for its members
as the strongest and most innovative brand.

Better Values.
Best Western.
Best Western - The World‘s
Best Western - The World‘s Largest Hotel Chain®
Largest Hotel Chain
A Good Decision!
Rising pressures of competition, new technologies and the increasing importance of hotel brands
provide a good reason to opt for the largest hotel group in the world.
With Best Western you choose one of the world’s strongest brands to benefit from!
Dominating the 3 - to 5 star segment Best Western is the largest marketing cooperative of independently
owned and operated member hotels (including over 2.000 in the United States and about 1.200
in Europe) and the largest single brand in the hotel tourism industry.
More than 400,000 worldwide guests are hosted each night to their satisfaction by Best Western
member hotels providing cordial hospitality, living individuality and characteristic flair combined with
international standards.
Established 1946 as a cooperation for high quality hotels Best Western offers city-, design-, business-
and conference-hotels as well as hotels for families, wellness, leisure and sports at the world’s most
attractive destinations and therefore stands for “the right hotel in the right place” like no other brand.
More than ever, Best Western’s midscale market segment
is the place smart developers want to be.
(David Kong, President & CEO Best Western International, inc.)
Your Advantage: Global market position, local marketing
Optimal knowledge of your market is the key to success!
The main task of Best Western Central Europe as the regional service centre therefore is to define sales
and marketing campaigns according to the needs of the local market as well as of the Best Western -
Members to win new guests for their hotels and thus ensure better occupancy rates and higher average
revenue.
Because your guests’ satisfaction, your business success and your best position in the global market
are the goals of Best Western.

Best Western - Membership And Admission Criteria
What the global Best Western family expects...
• Your hotel has a minimum of 30 rooms
• Your hotel does not belong to any other international hotel marketing organization or group
• Your hotel complies with the international three-star standards
• Your hotel complies with the international Best Western minimum standards
• Your hotel switches its GDS connection to Best Western on commencement of membership
• Your hotel commits to strict branding (e.g. hotel name, signs, printed matter …))
5 steps to your membership
Following five steps exactly planned by Best Western makes joining the Best Western family easy:
1 st. step: the decision
Personal interview after consultation phase;
signing of the contract.
2 nd. step: the admission
Initial on-site quality control regarding minimum standards, cleanliness and maintenance. Entry of hotel
data and inclusion in the Best Western systems (GDS, reservation system, www.bestwestern.com and
www.bestwestern-ce.com).
3-day on-site training (BestWestern philosophy, -systems, -marketing programs as well as yield management,
billing, Best Practice, etc.).
3 rd. step: the systems
After passing the quality control the hotel account is activated within 7-10 days for all Best Western
systems and the hotel data is available to all systems worldwide.
4 th. step: the branding
Within 6 months all material (printed matter, objects, inscriptions, hotel signs) bearing the hotel’s name
has to be complemented with the brand name “Best Western” or “Best Western Premier” (including the
respective Best Western logo).
5th. step: the quality
Best Western is a “promise of quality” - therefore an additional quality check is conducted after
commencement of membership to assure compliance with the Best Western standards.
With passing this check there’s only one quality assessment per year regarding the observance of
minimum standards. In addition, the hotel has the opportunity to survey guest satisfaction levels using
the Best Western tools to achieve better results and higher revenue - and, last but not least, to win one
of the coveted Best Western Awards.

Best Western - Your 10 Advantages
Best Western - The World‘s
Largest Hotel Chain
A concept made by hoteliers for hoteliers - worldwide proven in practice
1. It is you owning Best Western - not vice-versa!
A global, democratic, regionally-managed non-profit association of private hoteliers
• Best Western is a voluntary and democratic association of private hoteliers for the purpose of
increasing profits through joint marketing & sales and cross selling.
• The global organisational structure with over 30 countries/affiliates ensures true regional marketing
as well as communication in all national languages.
• Best Western Central Europe as their regional service centre in Vienna provides innovative marketing,
strategic product development and personal member service to over 70 hotels in 9 countries
(Austria, the Czech Republic, Slovakia, Hungary, Slovenia, Croatia, Serbia, Montenegro and Macedonia)
with the objective to increase competitiveness and efficiency.
2. With Best Western your voice counts!
At regular meetings you can actively influence activities of your regional service centre
• On principle all members of the democratically elected regional and international boards as well
as the parent company’s board must be hoteliers operating Best Western member hotels.
• Rights and obligations are the same for all members of one region and are defined by a joint
cooperation agreement.
• At meetings held several times a year valuable information and innovations are announced to
Best Western members as well as regional marketing activities are decided upon.
3. The power of the Best Western brand is your strength!
With Best Western your locally renowned hotel becomes an international trademark
• Customers’ brand awareness is the perfect key to business success. In today’s globalized world
of overstimulation a good brand is a promise of quality and performance and ensures its worldwide
reputation as an image flagship.
• The Best Western brand globally distinguishes attractive 3-5 star hotels convincing its guests with
uniform standards and individual ambiance.
• Every day around the world the Best Western logo is perceived 15 million times, every
night over 400.000 guests obtain satisfaction and every month more than 8 million guests come to
know and to appreciate Best Western at first hand.
• Each Best Western hotel contributes to the brand’s value by providing excellent quality. By signing
up for Best Western every hotel has both the right and the duty to use the brand name.
• “Premier” - the exclusive premium range of Best Western hotels - crowns the brand image.
Best Western Premier Hotels stand out against other Best Western hotels in ambiance, design and
amenities.

4. Best Western enhances your good name and your qualities!
Your hotel retains its good name and its individual flair - Best Western provides and assures
your international standards
• Best Western is proud of the fact that many traditional family enterprises have opted for a
membership. That´s why their well-established hotel name is preceded with just two words:
“Best Western”.
• Beyond that the special atmosphere of an individually managed house and its typical charming flair
of hospitality remains untouched but is strongly supported by Best Western.
• Best Western guests worldwide can rely on assured quality. An exact and globally uniform system of
annual quality assurance check-ups ensures the required minimum standards regarding branding
application, equipment, maintenance, cleanliness and service.
• The Best Western guest survey online-tool “Medallia” provides information on the opinions and
experiences of your hotel guests and replaces questionnaires, which would have to be manually
evaluated. Hoteliers also profit from benchmarking and complaint management.
5. Best Western focuses perfectly on your marketing!
Reach more customers and win more guests - with Best Westerns’s extensive regional and
global marketing know-how
• Best Western exclusively focuses on the best possible marketing of its members, develops appropriate
marketing and sales programs, optimal pricing structure and USP-specific products together
with its member hotels and communicates all this to customers worldwide.
• Catalogues with millions of copies are read by each of the daily 400.000 satisfied Best Western
guests across the world and are distributed by Best Western employees at numerous fairs and events.
• The “Best Western Travel Card” - check-card sized, rechargeable and valid without limit- is a perfect
gift or business incentive (any corporate design possible). Each hotel can sell the Travel Card and
earn 10% commission on the sale value.
• “Best Western Rewards” is one of the world’s most successful loyalty programs in the hotel
industry. The name (“Rewards”) illustrates the numerous customer benefits as collecting bonus
points with every night in one of the more than 4.000 hotels worldwide, which can be redeemed for
attractive premiums! An active Best Western Rewards member annually produces about EUR 500
on average in sales.
• Best Western guests are offered attractive advantages by affiliate marketing through special
cooperation agreements with airline partners such as Lufthansa or Scandinavian Airlines, carrentals
and other partner programs. Thus, at one go new members and guests can be acquired
easily and emigration to competitors is minimized.

Best Western - Your 10 Advantages
Best Western - The World‘s
Largest Hotel Chain
6. Best Western enhances your sales strategies!
Whether it’s corporate or B2C sales - Best Western supports you with effective sales and
promotional activities
• Whether a major travel management company or a local bus tours operator - Best Western defines
goal-oriented sales strategies and leads concerted sales activities: acquisition of new customers
( “cold call”) by phone and subsequent intensive customer care is part of the Best Western Central
Europe sales team’s repertoire as are target mailings, presence at trade shows and industry events.
Best Western also runs campaigns on virtual sales channels such as booking platforms, Best Western
booking web engine, B2B e-business platforms and social networks.
• Special promotions, sales promotions and promotion materials for members complete the sales
activities.
7. Best Western makes you a global player!
Best Western provides connections to global reservations and information systems
• Electronic distribution systems are an indispensable part of today’s professional marketing - being
connected to international airline systems (Global Distribution Systems) is essential for cooperation
with travel agencies and companies. Best Western is featured on over 2.000 internet sites and
600.000 travel agent terminals worldwide!
• All Best Western hotels can individually manage their products through GDS, Pegasus and the
Best Western booking engine “Lynx”. In addition recommendations between all 4.000 Best Western
Hotels promote cross-selling.
• You will benefit from more than 30 affiliates’ (regional) headquarters, two reservation call centers and
hundreds of marketing and sales staff.
• All Best Western Hotels worldwide are featured on and can be booked over the international website
www.bestwestern.com in eight languages as well as on the regional multilingual websites.
• As one of the first hotel groups Best Western offers an online portal (“Meeting Point”) for conference
hotels - its “quick and easy” search reduces the time between request and tender to a maximum of
four hours.
8. Best Western communicates with strong voice!
Your hotel is getting attention - worldwide as well as locally
• To increase international presence and impact of both the brand and each hotel press releases and
promotion stories are issued to media professionals of all member countries.
• Online Newsletter and print formats inform the general public as well as all Best Western Rewards
customers about products, destinations and news from the Best Western world.
• With detailed manuals, regular training, individual coaching and online help member support is
available from our regional team at any time on application-related issues.
• Member meetings, newsletter, e-mail and intranet inform all hoteliers about regional and global
activities of Best Western, on best practices, statistics, tips, trends and developments in tourism.

9. Best Western provides agency skills!
Best Western has in-house based full service agency resources that other companies need
to purchase
• All traditional and electronic communication channels as well as materials for promotion and promotion
are planned, designed and largely produced“in house”.
• Best Western Central Europe handles all tasks related to graphics, layout, system- and web programming
and also covers text creation, press relations, pr and promotions, editing, translation, proofreading
and preprint as well as event and media production.
10. Best Western really is affordable!
Reasonable fees and transparent cost structure make Best Western’s business model unique
• Best Western is unrivalled cost-effective because Best Western - as a non-profit - organization uses
all members’fees only to their benefit! Cost structure is defined and approved annually by the Best
Western Board. All cost items are transparent, monthly statistics show Best Western-originated revenues.
• The one-time admission fee (from EUR 4.570 including administration, printed matter and an
illuminated sign) depends on the number of hotel rooms. Membership fees are based solely on Best
Western-originated revenues - and not on your hard-earned turnover
• The annual membership fee is composed of a fixed amount (per hotel, per room) and variable, revenue-related
payments. The reservation fees are charged for each reservation received. This ensures
a fair spreading of costs (i.e. a small hotel has to pay less than a big one and a hotel receiving more
Best Western bookings has to pay more than a hotel receiving less Best Western guests).
Best Western - Your key to markets and success!

Best Western Central Europe - Success Stories
Best Western - The World‘s
Largest Hotel Chain
“The Best Western Quality Assurance program is keeping us ‘awake’ ”
Mirjana Tanevska, Hotelier
Best Western Hotel Turist
Skopje
Republic Of Macedonia
“Quality assurance processes are very important for every business.
Of course we have our own processes and procedures which we carry out daily as well as we are
using the Best Western quality assurance procedures.
The Best Western Quality Assurance Program helps us regularly maintain our standards. Nevertheless
we do not prepare just for Quality Assurance assessments; instead we are permanently ‘preparing’
throughout the year.
To us succeeding in Quality Assurance Assessments only is proof of us doing our job the way we should.
And of course “to have 1000 points all through the year” means satisfied customers, regular guests and
thus increased profits.
There is a program which we have implemented since our opening after the big renovation in 2002
which we call “Hotelcare”.
I have developed check lists and every department’s manager is obliged to check at least 10 rooms
per month and to report in detail to the general manager. The general manager has to do the hotelcare
as well. So with team work and good coordination with the housekeeping department, it is simply
impossible not to have results.
Also, all employees are involved in the process of Quality Assurance and are encouraged to contribute
their opinion in order to improve the hotel’s maintenance.
Of course employees are highly motivated when they see that all their efforts are awarded - and not
only once but every year.
Five Quality Assurance Awards up to now is their success. Our guests also recognize, comment and congratulate
to our efforts and achievements.
I would like give all hoteliers one advice:
If you want to keep your hotel in great “shape”, regularly accomplish the Quality Assessment by yourself.
It brings satisfied guests, motivated employees and more money after all.”

“It’s the brand making a difference!”
Hkfm. Andreas Perger, Hotelier
Best Western Hotel Leipziger Hof
Innsbruck
Austria
”It had been crucial for us to realize that on the market a renowned brand is an important and necessary
asset and partner - in fact it’s the brand making a difference.
And the years with Best Western have been reinforcing us in our decision: To all visitors the Best Western
standards do guarantee both quality and professionalism as well as foresight and vision on touristic
trends - still we remain the individually operated hotel with private flair so appreciated by our guests.”
“Professional global marketing - even for a family hotel!”
Melanie Pichler, Hotelier
Best Western Landhotel Wachau
Emmersdorf
Austria
”Why Best Western?
Actually, it had been a clear decision from the outset: Because our family hotel has to compete
in international markets with much larger rivals - and there professional marketing and sales is essential for
survival. Just take the latest electronic distribution channels: Maintaining one´s presence there adequately
is tremendous work. With Best Western we are bookable on many sites - automatically and without any
further effort.
Moreover, Best Western Rewards provides for highly effective customer loyalty! And then of course
there is the profitable effect of an international trade mark: When it comes to booking our guests prefer
us over any “no-name competitors” due to the well-known brand and also because of Best Western’s
quality promise.

Best Western - Digest Of Services
Best Western - The World‘s
Largest Hotel Chain
Brand & quality, promotion & sales and more...
Brand
• Use of the Brand name“Best Western Hotel”
• Best Western signage & print material
• Best Western Corporate Identity Guidelines
Quality Assurance
• Worldwide market research
• Exact quality guidelines to international standards
• Yearly quality assurance assessment performed by an independent,
trained company
• CustomerService global complaint management system
• Electronic Guest Survey System including statistics and
benchmarking data with other BW hotels of the region
• Representation at international BW Conferences
Purchase
• Credit card disagio AmEx 3,05 % with 14-day payment
• Production of BW promotional material and articles
• Joint purchasing of print material
Marketing & PR & Cooperations
• Product development (USP specific bundles/activities)
• BW Get Together - Promo event for top clients
• Events for clients and press (in CEE)
• Events for clients and press (in new member hotels)
• Trips for top clients (companies, travel agents)
• Presence at events for tourism business
• Inclusion in BW Atlas & Hotel Guide Europa (35.000)
• Inclusion in the regional BW Hotel Guide (55.000 copies
• Inclusion in the BW Global FIT Rate Directory
• Inclusion in the BW Advance Directory
• Reservation B2B, B2C
• Connection to the worldwide BW reservations system
LYNX with online data management at hotel level
• Seamless connectivity to GDS (Galileo, Worldspan, Sabre
& Amadeus)
• Call centers in Milan, York, Manila & Phoenix
• Toll-Free reservations-phone numbers from over 40
countries (incl. Austria, Czech Republic and Hungary)
• Clients service center “Best Reservations” for local companies,
private customers group & conference requests
• Participation in the global“Central bill”payment program
• Participation in the global “Best Cheque” commission
payment program
• Participation opportunity in Best Western Meetingpoint
and UVT online tool for conference business
Sales B2B
• Partner of the OMC (Office Manager Circle) with events
in BW Hotels
• Acquisition & service for corporate accounts in CE
• Trainings of Res Agents of the BW Reservations Centers
in Milan and Phoenix
• Participation in Chain- & Consortia Programs
• Representation at regional and international trade
shows, f. ex. ACTB (Austria), WTM (London), ITB (Berlin),
BIT (Milan)
• 18 x per year mailing to selected accounts (with average
of 800 copies each)
• Ongoing mailing of Best Western catalogues upon clients
request
• “Cross-Selling”with 30 Best Western Affiliate and GSA offices
worldwide
Communications, Promotion And PR
• Member information online
• Multichannel communications (public, press, biz-press)
local, regional and interregional on/offline
• Web site information
• Advertising (Insertions, hotel catalogues, etc.)
• Promotion (Advertorials ÖAMTC, VISA, Airplus & Diners
Magazin, ÖW Publikationen u.a.)
Loyalty Program “Best Western Rewards”
• Print-newsletter 2x p.a. to 65.000 BWR-members in CE, D
and CH with special offers
• E-newsletter 12x p.a. with special offers to 60.000 customers
in CE, D and CH
• Welcome-newsletter and reminder to new BWR-members
(2x p.month)
• Print magazine for members and customers
e-Business
• Inclusion on the Internet site www.bestwestern.com
with online-booking feature
• Inclusion on the local Internet site www.bestwestern-ce.
com with online-booking
• Internet online booking feature via links to more than
1.000 third party websites
• Search engine optimization and marketing (SEO/SEM)
• Online games for touristic internet platforms
• Production and mailing of all relevant statistics
Member Services
• Online trainings for reservations system Member Web in
the BW Trainingscenter
• Best Western Front Office trainings in the BW Trainingscenter
• Management trainings and workshops for various topics
• Compliance trainings/assistance Brand Identity Guides
• “Help Desk”for all offered systems (Hard- and Software)
• Individual consultancy & training for positioning & Yield
Management in all systems
• Individual revenue management analysis
• Administration of a digital picture archive
• Quarterly members’E-newsletter“Best News”
• Regional meetings in six regions
• Annual members conference
• Regional and international Intranet
• Best Western Manuals

Best Western Rewards - Loyalty That Is Really Worth It!
10 million members worldwide can´t be wrong!
Best Western Rewards is one of the most successful customer loyalty programs worldwide and with
almost 10 million customers currently is at the top of the tourism industry. Major partners from many
sectors make collecting and redeeming points an attractive and simply pleasant experience.
Retain customers, win regular guests, optimise effort
A regular guest certainly is the best of all customers - but does he bring enough revenue, will he “drift
away” - or will he loose interest altogether? Why? When? And what to do about it?
Friendship needs to be cultivated, but that is not enough: customer relationship is characterized by
a cycle which has to be utilized in the most profitable way - from initial interest to increasing revenue
to “premium client” who after some time has to be reactivated until he finally ends as a “cold contact”.
As a sales driver loyalty programs are a must for all business sectors as they skilfully combine the various
possibilities of a nearly self-sustaining and reinforcing loyalty-based growth cycle:
Rewarding for the customer, profitable for the hotel!
With a proper mix of various attractive awards, close communication with the Best Western Rewards
members, permanent monitoring of individual sales performance and proactive use of control measures
from the database marketing the strategic objectives of Best Western Rewards are accomplished:
- winning the right customers - leads to more sales contacts
- developing the right customers - leads to more sales and multipliers - and
- keeping the right customers - avoids lost efforts and ensures revenues
Best Western introduces you to the world of global customer loyalty programs
Loyalty programs subsist on the interests of clients, on your interest in your guests, on your Unique Selling
Propositions USPs) - but above all on your technology and premium partners.
For an independent hotel, however, it is almost impossible to manage all this adequately:
Apart from the vast efforts necessary for setting up and managing such a complex system it is mainly the
awards and the worldwide redeeming possibilities that make a loyalty program attractive and successful.
So even for medium and large hotel groups such programs would be very expensive and demanding.
Best Western Rewards is the optimal solution:
A truly global and large-scale loyalty program at your disposal!
Learn more: www.bestwestern-ce.com/bestwesternrewards

Best Western - The World‘s
Best Western Premier® Hotels - The Exclusive Premium Range
Largest Hotel Chain
The premise of all Best Western Premier ® Hotels: Simply the best!
All Best Western hotels worldwide offer typical flair and international standards which are constantly
reviewed. But every quality concept can be refined even further - that’s why Best Western has introduced
the premium range of Best Western Hotels: Best Western Premier ® Hotels.
Elegant houses whose uncompromising claim it is to be truly unique and authentic to their guests, to
make even more wishes come true and to offer even more comfort and exclusive ambiance. Since 2003
these very exclusive properties are marketed as Best Western Premier ® Hotels.
And it is more than a simple name - it is an award hard to be earned as in addition to the already high
global Best Western quality standards 27 special criteria regarding service and amenities have to be met.
Premium experiences - unforgettable
Travelling is all about experiences - and the best ones we do remember for all our lives. Best Western
Premier ® hotels offer their guests an opportunity to experience such touching moments in seven realms:
cultivated refinement, authentic history, refined cuisine, vibrant city culture, breathtaking surroundings,
deep relaxation and pleasant surprises.
That (special) certain “je ne sais quoi”
According to its unique ambiance the respective Best Western Premier® Hotel consequently might offer
an exceptional culinary highlight, a special designed wellness area, a traditional story or perhaps another
special certain “je ne sais quoi”: It’s the seamless and coherent approach to amenities and services that
let just this house stand out from all other hotels - including the Best Western Premier ® Hotels.
State-of-the-art luxury
Additional requirements relate to outstanding architectural style, exquisite décor, perfect ambiance
and superior material quality, although no strict style and design guidelines are defined. Severe quality
examinations and regular inspections by teams of designers and architects retain the character of
the individual private hotel and ensure consistent style, state-of-the-art equipment and excellent
performance.
Best Western Premier® Hotels in Central Europe
In an international comparison of the Best Western group the Austrian affiliate “Best Western Central
Europe” does rank high: With 13 out of 73 hotels, including the first European 5 star hotel in Prague, the
Best Western premium range is strongly represented within Best Western Central Europe’s hotel portfolio.

Best Western Central Europe
Bösendorferstraße 5
1010 Wien
Austria
T: +43-1-505 47 06 - 0
F: +43-1-505 47 06 - 29
E: office@bestwestern.at
SKYPE: bestwesternce-office
W: www.bestwestern-ce.com
Best Western - The world‘s largest hotel chain®