artotel_less_arty_issues_v2_180910

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10 Worldwide reservation services (WRS) Radisson hotel group toll free voice contact centres To ensure excellent service and reliability to guests and to maximise hotel sales, all hotels must work closely with WRS departments. All hotels are required to prominently display the applicable toll-free number for WRS in all communications and advertising materials. The toll-free number must always appear in a larger font than the hotel number. The WRS toll-free number must be in the approved format (refer to the art’otel brand Identity & Graphics Standards manual for format and application). All properties are strictly prohibited from using, promoting, or listing any other toll-free number, reservation system, GDS chain code, or website other than art’otel — www.artotels.com or the appropriate art’otel local domain, (i.e., www.artotels.nl) — on all marketing and communication pieces. art’otel toll-free numbers, parkplaza.com, and the hotel's WebExtra address are the only telephone numbers or websites that may be promoted for making reservations. art’otel prohibits hotels from referring business from WRS to a non-Radisson Hotel Group hotel. All hotels must ensure that rates sold at the hotel are the same rates listed with WRS. It is the policy of WRS to encourage a guest to receive confirmation of their stay via e-mail. However, if a customer requests written confirmation and declines e-mail or fax options, WRS will request a written confirmation in Curtis-C. A request for written confirmation is indicated with the letters WR. It is the responsibility of the hotel to respond to the customer’s request by sending a written confirmation to the address provided within seven days from the date the reservation is made. C-RNFR* & C-rebook rate codes Sellable rooms are required to be indicated accurately in Curtis- C. This includes all meeting and groups. WRS will use rate code ‘Rate Requested Not Found’ (C-RNFR*) for a rate that is not loaded in CEX/Curtis-C and has been requested by a customer. Rate Requested Not Found is used to confirm the customer a room without confirming a rate when the guest insists the rate was advertised or otherwise offered. WRS will provide the hotel information on the requested rate name, rate and source of information. WRS will check all available rate options before completing Rate Requested Not Found. If a rate is loaded but restricted, or the customer does not know the exact rate they are inquiring about, a Rate Requested Not Found request will not be processed by WRS. WRS will inform the customer that they are requesting a rate that is not available. The rate code ‘Rebook’ (C-REBOOK*) is been used by WRS when a customer wanted to make a change to the reservation, but the reservation could not be amended by WRS. Rate Request Not Found or Rebook reservations will be accompanied by reservations notes with the guests’ request. It is the responsibility of the hotel to confirm or deny the requested rate by either calling the customer or sending a written confirmation to the address provided, to be received within seven days from the date the reservation is made. Global distribution systems (GDS) Around the world, travel agencies book airline tickets, hotel rooms, and rental cars. To do so, they use GDS, which are computer systems provided, by airline companies. You will find that many of the reservation system reservations booked by travel agencies are processed through a GDS. GDS reservations are confirmed at the hotel level. art’otels must participate in all travel management company and consortia GDS programmes used by art’otel. art’otel currently uses the following GDS’s: • Sabre; • TravelPort = Apollo/Galileo and Worldspan; • Amadeus. All hotel rates are loaded into the GDS system. A GDS may be added or removed by art’otel at any time. art’otels are responsible for ensuring that all hotel information in the GDS is accurate and should conduct a quarterly review of their hotel information as it displays in GDS and other channels. Contact PPHE’s Distribution Department for information on how to obtain this information. art’otel brand book –
11 Online travel agents (OTAS) OTAs are able to provide your hotel with increased online exposure, as well as additional channels for distributing your inventory to generate revenue. Recommendations and several tools have been implemented to help you optimise your revenue from third-party websites. Brand trademarks on OTAS A preferred supplier or vendor acknowledges that art’otel values its trademark. The Brand has therefore developed strict agreements for OTAs, wholesalers and tour operators. Hotels are not allowed to enter into such agreements without prior approval from PPHE’s Distribution Department. Preferred connectivity Assessing a travel website There are various considerations which must be made when assessing a website distributor or advertising opportunity. Some main points to consider before requesting approval for participation include, but are not limited to: • Research connectivity; • Research the business model (retail, merchant/net, last minute and opaque); • Research sign-up costs, commissions, mark-ups or other fees associated with the supplier or vendor; • Research the relation the proposed site has with your targeted customer; • Analyse the average daily rate (ADR) you expect to achieve through this channel and the average ADR for your specific market on the site; • Refer to your hotel’s Business Source Report as a resource tool; • Research current placement on travel websites to determine if a special rate is required for better placement; and • Research if the site has promotional opportunities via sales, destination pages or other marketing opportunities to extend the reach of your hotel. Contracting of a travel website or wholesaler The final review of all OTA and wholesaler contracts is handled centrally by Radisson Hotel Group and/or by PPHE’s Corporate Distribution Department. Hotels are not entitled to sign any OTA or wholesale Agreements without the approval of Radisson Hotel Group legal department or PPHE’s legal department. Hotels may only participate with online suppliers/vendors offering connectivity to the Myfidelio / SmartHotel system or Curtis-C system either through a direct connection, a GDS or network switch services such as DHISCO. Once connectivity is provided by art’otel for the hotels, this is the only participation option available to the hotels. Preferred supplier & vendor selection Preferred supplier and vendor selection standards support art’otels efforts to build consumer confidence in the hotels while offering art’otel more favourable participation terms. art’otel preferred suppliers and vendors must operate under the following guidelines as described in this policy in order to be deemed an ‘art’otel preferred supplier/vendor’. Preferred suppliers/vendors must support the following: • Best online rate guarantee; • Brand negotiated margins guarantee; • Limited most-favoured nations clauses; • Yieldable inventory management; • Direct connectivity; • Content management guarantee; • art’otels trademark rights; • Marketing opportunities (positioning) guarantee; • Brand protection clause; • Discount or margin restrictions to brand limits; • A Maximum one-year term without automatic renewal; • No allocations; • Flexible pricing. A summary of approved OTAs and wholesalers is available on you:niverse and is frequently updated. Contract summaries of approved contracts are communicated to the relevant people within PPHE once they come online or when updates occur to the Terms & Conditions. The less arty issues –
Page 1 and 2: art’otel brand book The less arty
Page 3 and 4: 3 WE ART ART’OTEL. With art at it
Page 5 and 6: The less arty issues - 5
Page 7 and 8: 7 Distribution & reservation Distri
Page 9: 9 C-DEF rate code This rate code is
Page 13 and 14: 13 Procedures must ensure that comm
Page 15 and 16: 15 Loyalty champions The hotel must
Page 17 and 18: 17 Early check-in/late check out El
Page 19 and 20: 19 Guest feedback tool To continuou
Page 21 and 22: 21 All entities that accept, store,
Page 23 and 24: 23 The hotel must implement and doc
Page 25 and 26: 25 Features per room type Art Room
Page 27 and 28: 27 Bed products specifications The
Page 29 and 30: 29 Bathroom terry specifications (u
Page 31 and 32: 31 Walkway lighting must be in good
Page 33 and 34: 33 In all contact with guests with
Page 35 and 36: 35 • Explanation of the specific
Page 37 and 38: 37 Dry sauna & steam room (where ap
Page 39 and 40: 39 Testing & maintenance All fire s
Page 41 and 42: 41 Key control All keys must be str
Page 43 and 44: 43 The hotel Reception area must ha
Page 45 and 46: 45 Bandwidth Shaping (manages the i
Page 47 and 48: 47 Hotel service optimisation (HotS
Page 49 and 50: 49 Art’otel engagement survey All
Page 51 and 52: 51 As required by local ordinances,
Page 53 and 54: 53 ‘Go Art’ training All new ar
Page 55 and 56: 55 Code of ethics Policy PPHE Hotel
Page 57 and 58: 57 Brand trademarks must not be use
Page 59 and 60: 59 Advertising All hotel advertisin
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61 Supporting information: Web Shop
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63 Tone of voice: The hotel must en
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65 • Written schemes of examinati
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67 Governance art’otel has an eff
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69 ADDENDUM The art of service stan
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71 1 Our style 4. Team Members alwa
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73 15. All public toilets are well
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75 3. A Cloakroom facility is avail
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77 11. Maintain a limousine/car tha
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79 25. Call waiting guests and give
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81 9 ‘Do not disturb’ 1. When t
Page 83 and 84:
83 11. Drawers and shelves in armoi
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85 4. Perishable amenities are refr
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87 7. Low-fat milk, yoghurt and che
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89 18. Inform guests of DJ/music ev
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91 8. Glass doors, mirrors, sills a
Page 93 and 94:
93 3. The guest is assured that the
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