Principles & Practices for Strategic Impact - Carlson
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Principles & Practices for Strategic Impact - Carlson

Principles & Practices for Strategic ImpactJacques DuboisChief Operating Officer

Responsible BusinessCompensation & BenefitsRevenueDevelopmentBrand ServicesFuture OpeningsFIRST & FOREMOSTa few words of thanksFood & BeverageOperations& DevelopmentOperations, Finance& ControlKerstin, Lorena, Renu & ChristianeBRUZTFront OfficeSalesMarketingDistributionSafety & SecurityPeopleDevelopment

There are no passengers onSpaceship Earth.We are all Crew.Marshall McLuhan

Top issues facing leaders?Source: 2010 Global IBM CEO Study

Strategic PrioritiesDEVELOPMENTKEEP THE PACEBRANDSGLOBALALIGNMENTPROFITABILITYTOPLINEZ-FACTORDARE TO BEDIFFERENTREZIDORIANSGROW FROMWITHINContinue Asset-lightGrowth With FocusOn Emerging MarketsAnd ConversionsGrow Pure, NewBreed, ProfitableHotels worldwideGrasp Every NewBusiness OpportunityKeep innovatingA team of 35,000+

The Heart of Rezidornnovation ntegrity ntelligence


The glue that holds all relationshipstogether – including the relationshipbetween the leader and the led – istrust, and trust is based on integrityBrian Tracy

ourVALUESTrustOpennessEmpowermentRespectNurturingFighting SpiritZ-factor

What does it take?• Ethics & Compliance program• Standards, Training, Communication• Reputation, Leadership, Innovation• Promotion of business ethics & sustainable practices• Governance• Oversight, governance principles & risk management• Corporate Citizenship & Responsibility• Performance in sustainability, citizenship & social responsibility

Corporate GovernanceCompanySize &Make-upCommitteeStructureInterlocks &InsiderParticipationPay forPerformanceTotal1 Whitbread 91% 75% 100% 100% 91%2 Rezidor 91% 83% 100% 80% 89%3 InterContinental 64% 92% 100% 80% 84%4 Euro Disney 91% 42% 100% 100% 83%5 Accor 36% 92% 100% 100% 82%Source: HVS Board Masters 2009 Ranking

Guest SatisfactionHotelier of the Year

Employee Satisfaction• Employee Satisfaction Score increases to 86.7% (85.7%)• 95% growth from within• 35,000 strong• 125 different nationalities• Business School• Mentor Mentee• Centres of Excellence• Management Development Programme

The measure of our Integrity is how we act toward eachother.• My immediate manager is honest and ethical in his/her business practicesas referred to in “The Code of Business Ethics”20082009201087.8201186.685.8


Common senseis notso commonVoltaire


Management Experience• The collective knowledge of the Team• Standards & Policies• Operating tools• Regional support• Corporate support• Business School• Centers of Excellence• Sharing best practice

Revenue Growth Index (RGI) Development(Like-for-Like Managed & Leased Hotels with RGI Data)110105100959085807570Jan/10 Feb/10 Mar/10 Apr/10 May/10 Jun/10 Jul/10 Aug/10 Sep/10 Oct/10 Nov/10 Dec/10Rezidor (141 Htls) Park Inn (41 Htls) Radisson Blu (104 Htls)

the prize

General Quality Index (GQI)

Employee Satisfaction20082009201086.72011TheGoal85.785.1

The number to beat!EBITDAR: 32.3%

Other Metrics• Quality assurance performance• Trip Advisor Ranking• Responsible Business 3 rd Party Certifications• Internal Audit Scores• Cash Integrity Scores• Owner/Operator Satisfaction Survey Results

Business School... well schooledIntegrity – keeping our promise to develop from within• 700 delegates in 2010• 5 international schools in 2011 & regional coursesInnovation – what’s new?• July 2011 marks the 15 th Anniversary of the School – will be celebrated inCopenhagen• New version of LOTS® – all Coaches upgraded & 5 new ones• New strategic account management programme:M.A.P.P.; Maximising Account Potential & ProfitIntelligence – understanding development needs• A full Training Needs Analysis will be carried out this year as gap analysis

Operating Strategy and Service Delivery SystemEmployeeRetentionRevenueGrowthInternalServiceQualityEmployeeSatisfactionEmployeeProductivityExternalServiceValueCustomerSatisfactionCustomerLoyaltyProfitabilityClimate SurveySkills TrainingBusiness SchoolMentee ProgrammeEmployee Rewards & RecognitionStandardsResponsible BusinessF&B ConceptsService ConceptsClub CarlsonResponsible BusinessService Delivery100% Guest SatisfactionRetentionRepeat BusinessReferral


Innovation distinguishes aleader and a followerSteve Jobs

Six keys to fostering a culture of innovation• Embrace risk, don’t avoid it• Sacrifice existing successes to develop new ones• Face the future, don’t rest in the past• Empower product champions• Foster internal competition• Provide incentives for enterpriseSource: Advanced Institute of Management Research

A quick reminder on our history of innovation• 1 st to go asset light• 1 st to focus on managing other peoples’ brands• 1 st successfully co-brand• 1 st to offer Free Internet• 1 st to have an award winning marketing partnership with Nespresso• 1 st to offer 100% Guest Satisfaction Guarantee• 1 st to establish ambitious Responsible Business program

SNAP (Stay Night Automated Pricing)The Right Price @ the Right Time

SNAP under the bonnetPricing recommendations in relation to:• Competitor pricing• Own hotel pricing• Positive/negative demand sensitivityData is sourced from:• Curtis-C• Rate shopping (QL2)• Hotel PMS

The Park Inn Choices2,000 Club Carlson Points® Free DrinkFree Starter or Dessert5 GBP Gift CardLate Check-outFree High-Speed InternetFree ParkingFree BreakfastFree MovieFree Laundry

Park Inn Choices• Customer Centered• Brand/local• Smart first step

Park Inn ChoicesConfirmation e-mail

The next marketplace• “Like” your hotel• “Share” your bookings• “Wall” your views

Get with the programme, get social.

Mobile Web Platform• True mobile site• Click to call• Useable content• Better than the rest

Welcome to the best loyalty programme in the world

Faster rewards, better benefits, lower hotel costs• Fastest to a free night• Fastest to a premium tier• Exclusive Concierge• 42 Resorts to enjoy worldwide• Club Med partnership• No blackout dates• Free Internet worldwide• Roll over rooms nights• Club Carlson apps

Free Broadband – Still relevant?Restaurant8%ConventionCentre0.40%Inflight Wi-Fi0.40%Other1%Retail26%Hotel37%Airport27%

Are You Fast Enough?Absolute Minimum: 10 Megabits/second!

"I wouldn't have seen it, if Ihadn't believed it."Marshall McLuhan

The Heart of Rezidornnovation ntegrity ntelligence

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