Transcript Advisory Services Group of AMEX

Fairmont Raffles Swissôtel Hotels & Resorts Overview
May 12, 2010
Fairmont Hotels & Resorts Overview
Three brand dimensions of Fairmont:
• Engaging
Service
• Authentically Local
• Unrivalled Presence
Currently offering 64 hotels & resorts in 14 countries. Chain code = FA
The Fairmont Chateau Lake Louise
The Fairmont Kea Lani
What Is Fairmont Gold?
Our exclusive lifestyle hotel
experience, designed to fulfill the
needs of the discerning business
executive and leisure traveler.
“A hotel within a hotel”
Fairmont Southampton
Fairmont Gold Amenities
•Private check-in on Fairmont Gold floor
•Deluxe continental breakfast
•Non-alcoholic beverages available through-out
the day
•Afternoon hors d’oeuvres
•Private lounge with honor bar and computer work
stations
•Upgraded room product and amenity offerings
•High-speed Internet access in rooms and wireless
in the lounge
•Twice-daily housekeeping
•Personalized wake up calls with coffee/tea/juice
Benefits include:
• Complimentary membership and enrolment at www.fairmont.com/fpc
• Private Reception Desk offering express check-in and check out
• Exclusive member services, including dedicated toll-free reservation line and
online personal profile
• Complimentary in-room high speed Internet access
• Exclusive savings: Willow Stream Spas, Fairmont Store, Fairmont Music
Store
• Fairmont Fit (in-room delivery of adidas shoes and apparel, yoga mat, stretch
bands and use of MP3 player)
Fairmont President’s Club Member Tiers/Qualification
*Based per calendar year
Premier Level Benefits include:
Platinum Level Benefits include:
Platinum Level: 10 stays or 30 nights*
Premier Level: 5 stays or 10 nights*
•1
Complimentary room upgrade
• 1 Complimentary Suite Upgrade
• US$50 Dining certificate
• Complimentary third night on a
three night stay
• Priority Wait-list status
• Two-for-one rounds of golf at
select Fairmont golf resorts
•2
Complimentary Room Upgrades
• 2 Complimentary Suite Upgrades
• US$100 Dining Certificate
• 1 Complimentary Night Certificate
• Guaranteed room access (with 72hour notice; city-center hotels only)
• Personalized welcome amenity
• Two-for-one rounds of golf at
select Fairmont golf resorts
All Willow Stream Spas are sanctuaries
inside Fairmont Hotels, in some of the
most beautiful places in the world.
Each reflects its surroundings - the
desert, the mountains, the sea, or the
cityscape.
•Banff, Alberta
•Victoria, British Columbia
•Scottsdale, Arizona
•Miami, Florida
•Acapulco, Mexico
•Riviera Maya, Mexico
•Dubai, UAE
•Southampton, Bermuda
•Montreux, Switzerland
•Singapore
•Monte Carlo, Monaco
Fairmont - Environmental Initiatives
• Installation
of water-efficient guest fixtures has helped Fairmont decrease
water use by an average of 31%.
• Fairmont-managed golf
courses have been benchmarked against the
company’s Greening our Greens project. This initiative minimizes pesticide
use, protects water and enhances habitat, encouraging wild inhabitants, such
as elk, to roam freely.
New Developments – Fairmont Hotels & Resorts
2009
• The Fairmont Nile City, Cairo
• Fairmont Zimbali Resort, South Africa
• The Fairmont Bab Al Bahr, Abu Dhabi
• Fairmont Yangcheng Lake, Kunshan, China
2010
• Fairmont Pittsburgh, USA
• The Savoy, Managed by Fairmont
Hotels & Resorts, London
• Makkah Clock Royal Tower, A Fairmont Hotel,
Makkah, Saudi Arabia
• Fairmont Peace Hotel, Shanghai, China
• Fairmont Manila, Philippines
• Fairmont Hyderabad, India
• Fairmont Jaipur, India
• Fairmont Pacific Rim, Vancouver, Canada
Fairmont Pittsburgh (2010)
New Developments - Fairmont Hotels & Resorts (continued)
2011
• Fairmont Palm Jumeirah, Dubai, UAE
• Fairmont Grand Hotel Kyiv, Ukraine
• Fairmont The Wave, Muscat, Oman
• Fairmont Marina City, Abu Dhabi, UAE
• Fairmont Kingdom of Sheba, Palm Jumeirah, Dubai
• Fairmont Haitang Bay Resort, Sanya, China
• The Fairmont Marrakech, Morocco
• Fairmont Mina Al Fajer, United Arab Emirates
2012
• The Fairmont Corfu Resort & Spa, Greece
• Fairmont Avanterra, Palm Desert
• Fairmont Seaside Resort, Monterey Bay, California
• Fairmont Roco Ki, Dominican Republic
• Fairmont Vail, Colorado
Makkah Clock Royal Tower,
A Fairmont Hotel, Kingdom of Saudi Arabia
Raffles Hotels & Resorts Overview
Raffles Brand Promise & Dimensions
Arrive as Residents, Leave as Friends, Return as Family
 Residential
 Heartfelt
- sophisticated, exclusive, intimate, detailed
- intuitive, adaptable and unobtrusive service “like a gentle breeze”
 Enchanting
- sensory journeys, captivating discoveries and enriching inspirations
Currently offering 6 hotels in 6 countries. Chain code = YR
Raffles Beijing Hotel
Raffles Dubai
Raffles Hotels & Resorts – Key Differentiators
 Spacious rooms and suites with large working areas
 Unique locales in the hotel for intimate occasions or special events
 The Library/ Business Centre for all business needs in a residential
environment
 Signature Raffles Butler Service
 24-hour Business Concierge
 Wireless internet access
Consistently rated as one of the best in the world
by Conde Nast Traveler (US), Travel & Leisure, Elite Traveler and Robb Report.
Located in exotic locales and vibrant cities –
such as Beverly Hills, Dubai, Beijing, Singapore, Siem Reap and Canouan.
Raffles Spa embraces the philosophy of
living well, providing private sanctuaries that
open doors to enriching discoveries for the
renewal of the body, mind and soul, complete
with unobtrusive and heartfelt service.
Enjoys international recognition from:
 Robb Report
 Spa Asia
 World Travel Awards
 Leading Hotels Of The World
 Brides
 Elite Traveler
Raffles Romance celebrates love. Providing
sophisticated and intimate settings for every romantic
occasion, from perfect proposals to dream weddings,
from unforgettable honeymoons to cherished
anniversary celebrations.
Enchanting Weddings – Signature Features:
 Orchestrated by Raffles Romance Specialist
 Magical touches in wedding suite
 Special arrangements to use the hotels’ private jet, speedboat
or Bentley/Land Rover
 Fragrance profiling with personalised scent for the couple,
presented in partnership with Escentials
 Designer wedding cards in 8 different themes to select from
 Online photo gallery
 A complimentary night stay at any Raffles hotels and resorts
worldwide for their honeymoon
Future Additions - Raffles Hotels & Resorts
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Raffles Makkah Palace, Saudi Arabia (2010)
Le Royal Monceau, Raffles Paris (2010)
Raffles Praslin, Seychelles (2011)
Raffles Moscow, Russia (2011)
Raffles Jimbaran, Bali (2011)
Raffles Makati, Philippines (2011)
Raffles Taghazout, Morocco (2011)
Raffles Kuala Lumpur, Malaysia (2011)
Raffles Da Nang, Vietnam (2011)
Raffles Marrakech, Morocco (2011)
Raffles Cabo San Cristobal, Mexico (2011)
Raffles Sanya, Qingshui Bay (2011)
Raffles Konottaa, Maldives (2011)
Raffles Olympia, Greece (2012)
Raffles Jakarta, Indonesia (2012)
Le Royal Monceau, Raffles Paris
Swissôtel Hotels & Resorts Overview
The Swissôtel brand is distinctive due to unique attributes entrenched
in the company’s Swiss heritage
Excellent Quality
• Genuine Hospitality
• Intuitive Reliability
•
Currently offering 28 hotels in 16 countries. Chain code = SL
Swissôtel Sydney
Swissôtel Moscow
“A Passion for Perfection”
Swissôtel Merchant Court, Singapore
Member Tiers/Qualification
• Classic Membership: No stay requirement; entry is complimentary; valid for 12
months
• Classic Membership for Life: Guest must have at least 3 stays or 8 nights in first
year
• Elite Membership: By invitation only; through 10 stays or 20 nights, within a
12-month period
Benefits include:
• Pre-registration and dedicated check-in counter
• Priority wait-list status
• Complimentary newspaper
• Complimentary welcome amenity
• 20% Discount on treatments at select spa & sport facilities
• Complimentary access to spa & sport facilities
Swissôtel – Environmental Initiatives
• Swissôtel
uses energy-saving bulbs, dual flush systems for toilets and motion
sensors to optimize lighting usage in public toilets and offices
• Each Swissôtel property takes part in the company’s “Go Green” program.
The program ensures energy and water consumption, waste separation as
well as the purchase of environmentally-friendly products
New Developments - Swissôtel Hotels & Resorts
• Swissôtel
Kolkata, West Bengal (2010)
• Swissôtel Makkah, Abraj Al Bait
complex (2010)
• Swissôtel Dresden, Germany (2011)
Welcome to Famous Agents!
• Famous Agents
is Fairmont Raffles Hotels International’s travel agent
education and rewards program. It encompasses Fairmont Hotels & Resorts,
Raffles Hotels & Resorts and Swissotel Hotels & Resorts.
• To
enroll, travel agents visit www.frhi.com/famousagents, review three
lesson modules – one for each Fairmont, Raffles and Swissotel – and answer
ten multiple choice questions for each module. They must answer a
minimum of seven correct answers for each module to proceed to the
application form and complete their enrollment. From beginning to end, the
enrollment process will take approximately 30 minutes.
• Upon
completion of the online enrollment process, members immediately
receive a membership number, which they use to track their client
reservations and earn Famous Agents points. They also receive a
membership kit in the mail approximately 4-6 weeks later.
Member Benefits
• Education
& Information
• Informative
lesson modules enable travel agents to enhance their
knowledge of Fairmont, Raffles and Swissotel.
• Members receive bi-monthly e-newsletters featuring information on new
hotels, programs and services
• Member
Rate
• Members have
exclusive access to reduced travel agent rates for their own
personal travel. And, as our preferred guests, they also receive a welcome
gift and a guided hotel tour.
Member Benefits ( continued )
• Rewards
• Members earn
one point per client room night, for reservations in all room
categories, and for wholesale bookings.
• Members earn bonus points, based on the USD value of their clients’ total
room revenue per stay, as follows:
• $3000USD to $4999USD = Double Points
• $5000USD to $9999USD = Triple Points
• $10,000USD and higher = Quadruple Points
• Members redeem their points for a variety of personal rewards, including
complimentary room nights and gift cards.
Tracking Client Reservations
Members include their Famous Agents number with their client reservations,
at the time of reservation.
Their points are automatically added to their Famous Agents account after
their clients check out.
• Reservations
booked through the GDS:
Travel agents must enter FA + the six-digit Famous Agents number in the
Special Instructions (SI) field.
Ex: FA123456
• Reservations booked online:
Travel agents must enter FA + the six-digit Famous Agents number in the
Famous Agents field.
Ex: FA123456
Tracking Client Reservations ( continued )
• Reservations
booked through the Global Reservation Center:
Travel agents must quote the six-digit Famous Agents number to the
reservation sales agent.
• Wholesale Bookings: Travel agents must manually record their client
reservations in the Famous Agents booking tracker.
ResPlus is an exclusive points program that rewards Executive and Administrative
Assistants, or anyone booking primarily individual travel for their colleagues.
Members can earns points for qualifying stays made at any Fairmont, Raffles or Swissôtel
property. Qualifying stays are those booked at Business Travel rates, Transient Rates
(excluding IMM) and Wholesale FIT rates.
Enrollment into ResPlus is by invitation only - there is no public website promoting the
program. Travel Agents should direct any referrals to [email protected]. Program will
follow up with the prospect directly.
Program works like any other frequent booker program. Member quotes their ResPlus
number at time of booking. ResPlus member earns points if it is a qualifying stay.
Travel Agent would enter the ResPlus number into the SI field (same place that they
enter their Famous Agents number).
Both the Travel Agent and Key Travel booker can earn points on the same booking.
Promoting ResPlus to your Key Travel bookers will allow you to further strengthen the
relationship that you enjoy with your clients as you are introducing them to a new
rewards program that they can benefit from.
To learn more about Fairmont | Raffles | Swissôtel Hotels & Resorts please
play our monthly Crossword Incentive by visiting
www.frhi.com/promo/travelagentincentive
Thank you!
Questions?