SALES INTRODUCTION

Welcome
If you’re a new Heartist or a new Hotel starting your career with us, Welcome to Accor!

Whether you sit in Singapore or Seoul, Bali or Bangkok, Vietnam or Japan, we are all one hub, united. Our objective is to build a
culture where we work collaboratively at all times, in a spirit of cooperation and support, that we depend on each other and put
the collective good ahead of our personal ambitions.

This Playbook was designed to bring together all the necessary information you will need to start your sales journey in our Hub.
The Playbook can also be a handy resource for all Heartists to refresh their knowledge on a new segment, sales tool or program as
it’s constantly refreshed with up-to-date information.

How to Use This Playbook

There are 2 versions of the Playbook. You will find 1 Master Playbook that has all the sections stitched together or the version that is
broken down by section. There are 4 key sections as follows plus an additional file containing all the supporting documents.

SECTION 1 - INTRODUCTION TO SALES PLAYBOOK

SECTION 2 - LEISURE PLAYBOOK
SECTION 3 - CORPORATE PLAYBOOK
SECTION 4 - SALES TOOLS & PROGRAMS
ANTONY MEGUERDIJIAN
VICE PRESIDENT SALES
On-Boarding New Hotels
When we have a new Hotel there is considerable work to do to get all our SOPs, Processes and Systems set up. As a general guide,
we ask all leaders opening New Hotels to provide a “Sales & Marketing Plan” to their commercial leader or VP Sales as your first
step. In return you will receive this Playbook to review. We would then set up an introductory call to review your Plan and ensure
we help you on board all the necessary systems, tools and programs and start introducing you to the sales team and our
customers.

I hope you find the Playbook helpful and if you have any feedback or require any further assistance please be sure to share with
our team.
 Sales Leadership
Roles & Responsibilities

ANTONY MEGUERDIJIAN JESSICA KHOO ALIVIA GRACIANTI SRISUDA SOMRPORN

Vice President Sales Director Corporate Sales Director Leisure Sales Director Sales
Programs & Support

• Develop Sales Segment • Lead 4 core Corporate • Lead Leisure Segment • Lead the Sales
Strategy for HUB & business units across Team across Tour Support Prospecting
align globally BT, TMC, Airline, M&E Operator, DMC, Desk
• Top-Line Revenue • Develop a Culture of Wholesale and Luxury • Regional ISC leader
delivery from B2B New Business Consortia. for BT segment
customers across all Development in NEW • Develop Leisure • Regional Leader for
segments specialty Markets Segment Strategy for Sales Programs,
• Lead Sales Training and (Sports, Govt, Hub. Systems and
Development culture Entertainment, E- • Hub lead for B2B Processes
for the Hub Gaming) connected Bedbanks • Lead for Consortia &
• Lead B2B Sales • Hub Lead for all Global • Connectivity lead for TMC annual
Marketing and Loyalty Accounts across all Hub and lead for solicitation process
programming for Hub Corporate business Infinite B2B customer • Hub lead for Goal
• Executive Sponsor on units solutions setting and sales
Key & Strategic • Program Lead for • Hub Lead for Leisure reporting
Customer Accounts & AHBO, Meeting programming ALO
Partnerships Planner and LOL
Singapore
BASED IN

Ho Chi Minh Bali

SEA SKJ HUB SALES TEAM
Bangkok Tokyo
Jakarta Seoul

12 Manage Global Sales Accounts

ANTONY MEGUERDIJIAN
VP Sales & Partnerships

LEISURE SALES CORPORATE SALES SALES SUPPORT DESK

ALIVIA GRACIANTI JESSICA KHOO
SRISUDA SOMRPORN
Director Leisure Sales Director Corporate Sales
Director Sales Programs & Support

APIRADEE RAMDIT DAWN CHEN KHANOK-ON

HELMY KURNIAWAN
Key Account Director
Key Account Director Key Account Director
THONGWATANA
Thailand Singapore Business Development Director
Indonesia
SE Asia, Japan & SK

LIN PARLINA LIEN PHAM ELIZABETH GULTOM

Key Account Director Key Account Director Key Account Manager ANGKHANA
Indonesia Vietnam Indonesia CHANWILAIRAT
Business Development Manager
SE Asia, Japan & SK

VACANT Fumitoshi Tai DION DARMAWAN

Key Account Manager Key Account Manager Key Account Director PALUPI WARDHANI
Vietnam Japan Indonesia Business Development Executive
SE Asia, Japan & SK

EUGENE CHOI ANANTA SANDI

Hideki Yamaki Key Account Manager
Key Account Director
Key Account Manager Indonesia
South Korea
Japan

LEO SON
VACANT Key Account Director
Key Account Manager South Korea
China
 B2B SALES LANDSCAPE

1. Prospecting Luxury
1. TO Contracting
Leisure Agents
2. TO Tactical Campaigns MEETINGS & 2. Launch NEW LUXE
3. China Outbound Strategy Loyalty Programme
4. Static Rate Pilot EVENTS 3. Prospect E-Gaming,
1. 2021 RFP Season
5. Fornova / BRG Training Entertainment &
2. AHBO SME Prospecting
6. Pricing Optimisation 1. Centralised Tactical Offer Sports
3. TMC Campaigns
Training 2. ALL MP member Acquisition
4. FIT Vertical Microsites Strategy
7. Brand/OTA/CTO Tacticals
5. Decentralised Aircrew Strategy 4. Hybrid Meetings Campaign
8. CTO Marketing Campaigns
6. Crew Wish List 5. Express Contract
9. Cvent for Leisure
7. AirCrew Best Practice Training 6. Group 360 – Online Groups
10. Source Market Strategy
8. Goal Setting & ATS Strategy 7. Prospecting Desk
11. Charter & Series Strategy
12. Voucher Sales / Home 8. Weddings & Social Celebrations
Shopping Strategy and Action Plan
13. Connectivity
Troubleshooting and Audits
TOTAL INITIATIVES 31

NEW INITIATIVES 17
 LEISURE SALES INTRODUCTION

Welcome
The Leisure Playbook is your ultimate guide and the starting point of your journey to understand how we manage
leisure business at Accor. The Leisure segment is dynamic and fragmented with many moving parts. Similarly at
Accor, we have a dedicated team of leaders that manage the entire Leisure Ecosystem. My team manage all the B2B
customers and accounts of this segment. I work collaboratively with other sales leaders who lead the OTA and
Connected Partner relationships. Supporting me in my team are 4 experienced sellers who manage our most
strategic Leisure Accounts. They are part of your team too and are here to support you.

How to Use The Leisure Playbook

There are 2 versions of the Playbook. You will find 1 Master Playbook that has all the sections stitched together or the
version that is broken down by section. In the Leisure section there are 6 parts as follows:

PART 1 - INTRODUCTION & MEET THE TEAM

PART 2 - ESSENTIAL DEFINITIONS
ALIVIA GRACIANTI PART 3 - TOUR OPERATORS & DMCs
SALES LEADER FOR THE PART 4 - BROCHURE ESSENTIALS
LEISURE SEGMENT
PART 5 - B2B CONNECTED PARTNERS WHOLESALERS
PART 6 - LUXURY CONSORTIA

I hope you find the Playbook helpful and if you have any feedback or require any further assistance please be sure to
contact me or share with our team.
 1
THE LEISURE TEAM
 The Leisure Team

ALIVIA GRACIANTI
Director Leisure Sales
SE Asia, Japan & SK

APIRADEE RAMDIT
Key Account Director
Thailand

LIN PARLINA
Key Account Director
Indonesia

VACANT
Key Account Manager
Vietnam

TBA
Key Account Manager
BASED IN Japan
Singapore Ho Chi Minh Bali
Bangkok Tokyo VACANT
Key Account Manager
Jakarta Seoul China Outbound

1 Manage Global Sales Accounts

 Leisure Sales Segments

BEDBANKS LUXURY
TOUR
DMC (WHOLESALERS)
OPERATORS CONSORTIA

APIRADEE R. DAWN CHEN ALIVIA G. ALIVIA G. APIRADEE D.

Thailand | Lao | Cambodia Singapore Singapore Singapore Thailand

EUGENE C. EUGENE C. EUGENE C. EUGENE C. HIDEKI Y.

South Korea South Korea South Korea South Korea Japan

TBA TBA TBA TBA LIN P.

Vietnam Vietnam Vietnam Vietnam Indonesia & Malaysia

Lin P LIN P. LIN P.

Indonesia Indonesia & Malaysia Indonesia

HIDEKI Y. HIDEKI Y. HIDEKI Y.

Japan Japan Japan

APIRADEE R. APIRADEE R.
Thailand Thailand

SALES SUPPORT DESK

Thailand, Singapore,
SALES SUPPORT SALES SUPPORT DESK
Thailand & Philippines
Indonesia DESK
 20 € 20

Millions
15

Alivia Gracianti
Bali Based
10
LEISURE SEGMENT
SE Asia, Japan & SK

2019 REVENUE | € 26,050,559

5
€3
KEY OBJECTIVES: €2 €2
• Leads HUB Leisure Sales Team
• HUB Lead for BedBanks (Wholesale)Segment -
HOTELBEDS WEBBEDS MIKI TRAVEL INFINITE
• HUB Lead for Connectivity (Infinite)
• HUB Lead for Luxury Consortia
• HUB lead for Leisure Programs ALO, LOL
 TOUR OPERATORS DMC LUXURY
€ 14.5m € 6.4m CONSORTIA

KEY & STRATEGIC ASIA EXOTICA

Apiradee Ramdit DER TOURISTIK

DIETHELM TRAVEL
FTI TOURISTIK
ASIAN TRAILS LIMITED
C.C.T.EXPRESS
Bangkok Based CBS TRAVEL ASIA
ODEON EXO TRAVEL
KEY ACCOUNT DIRECTOR ANEX GARUDA ORIENT
Thailand PEGAS TOURISTIK HOLIDAYS
TEZ TOUR GO THAILAND TOURS
TUI TRAVEL ILVES TOUR
2019 REVENUE | € 20,940,754 TRAVCO INDOCHINA SERVICES NEW BUSINESS
ASIA DEVELOPMENT
ITC BANGKOK SEGMENT TO BE
KEY OBJECTIVES: REGIONAL LEAD SUN SERIES TRAVEL PROSPECTED
DNATA WORLD TRAVEL SUNNY SUNFLOWER
• Manages Leisure Segment in FLIGHT CENTRE LIMITED
TOTO BOOKING
Thailand, including contributor GATE 1 TRAVEL
H.I.S. TOUR EAST
accounts TRAVEL BULLZ
HANA TOUR
• Champion for Lanyon Leisure U2C JTA COMPANY LIMITED
• Champion for LOL and ALO JTB VTS TRAVEL
SMI TRAVEL JAPAN ENTERPRISES
 TOUR OPERATORS DMC LUXURY
€ 16.5M € 117K CONSORTIA

KEY & STRATEGIC CHALET TRAVEL

HANA TOUR AND LIFE
Eugene Choi LOFTTOP
Seoul Based
REGIONAL LEAD
KEY ACCOUNT DIRECTOR
South Korea
H.I.S
NEW BUSINESS
2019 REVENUE | € 16.700,521 DEVELOPMENT
SEGMENT TO BE
KEY OBJECTIVES: PROSPECTED
• Manages Leisure Segment in Korea,
including contributor accounts
• Lead Key Leisure Account, Hana Tour
 TOUR OPERATOR LUXURY
DMC
€3.7M CONSORTIA
€ 710K

MODE TOUR LANDSTAR TOUR

MATAHARI TOUR &
MARKETING
Leo Son REGIONAL LEAD
MONKEY TRAVEL SOUTH
KOREA
South Korea Based
JTB SHARP TEC&L
KEY ACCOUNT DIRECTOR
South Korea NEW BUSINESS
DEVELOPMENT
2019 REVENUE | € 4,480,845 SEGMENT TO BE
PROSPECTED

KEY OBJECTIVES:
• Manages Leisure Segment in Korea, including
contributor accounts
 TOUR DMCs LUXURY
OPERATORS € 10.9m + 2.6 CONSORTIA
€ 5.5m

KEY & STRATEGIC INDONESIA € 10.9m MALAYSIA

€ 2.6m
CORENDON 333 TRAVEL ADVANCE SYSTEM HOLIDAY
NETHERLANDS ALAM BIDADARI SEMESTA COLUMBIA LEISURE
DNATA WORLD TRAVEL ASIA WORLD ASIALINK HOLIDAY TOURS & TRAVEL
INDONESIA HOLIDAYS

Lin Parlina
HTC TRAVEL SERVICES
FLIGHT CENTRE LIMITED BALI DAKSINA WISATA MAJESTIC EXPRESS
HELLOWORLD BAYU BUANA HOLIDAYS
Bali Based ALPITOUR BOUNTY BALI TOURS – I ASIA MARINE DISCOVERY
FRIDAY TRAVELGO HOLIDAYS
HOTELPLAN INDONESIA MAYFLOWER HOLIDAYS
KEY ACCOUNT DIRECTOR ETURIA HAPPY BALI SO GOOD TRAVEL & TOURS NEW BUSINESS
Indonesia JETWINGS GROUP TG TOURS DEVELOPMENT
LUXURY ESCAPES WITHIN EARTH HOLIDAYS
REGIONAL LEAD MANADO MAJU SEGMENT TO BE
TJENDANA MANDRA SAKTI PROSPECTED
2019 REVENUE | € 19,177,469 DER TOURISTIK TRIA UMA WISATA
H.I.S. SECRET ESCAPES
HANA TOUR SMAILING TOURS
PROBALI
KEY OBJECTIVES: JTB
PERMATA BLUE SKY
OTI
• Lead the New Luxury Consortia team TUI TRAVEL
MILLENIUM TOURS
MNC TRAVEL
• Manages Leisure Segment in Indonesia ASIA VOYAGES NRA TOUR
and Malaysia, including contributor OBAJA TOUR
PACTO
accounts PANORAMA TOURS MASTER
PEGASUS TOURS
PENJOR
 TOUR OPERATORS DMC LUXURY
€ 11.4M € 8.2M CONSORTIA

Hideki Yamaki KEY ACCOUNTS

JTA
Tokyo Based H.I.S.
SMI TRAVEL
ANA SALES
APEX INTERNATIONAL
KEY ACCOUNTS TOYO TRAVEL AGENCY
JALPAK
Japan SAI TRAVEL SERVICE
KINKI NIPPON TOURIST
TIGER TOURIST
NIPPON TRAVEL AGENCY
APPLE VACATIONS JAPAN
2019 REVENUE | € 19,657,051 HANKYU TRAVEL
DAIEI TRAVEL TOKYO NEW BUSINESS
INTERNATIONAL
JAPAN TRAVEL KIKO DEVELOPMENT
MEITETSU WORLD TRAVEL
JUMBO TOURS SEGMENT TO BE
KEY OBJECTIVES: ST WORLD
MERIT TRADING PROSPECTED
• Manages Leisure Segment in Japan, NISHITETSU TRAVEL
SHIKINOTABI
including contributor accounts TAKARA TOUR
REGIONAL LEAD
• Lead Key Leisure Account, HIS, JTA, Y'S JAPAN
JTB
JTB and SMI HANATOUR
 Connected Customer Team

Charline BOCCARA
Director Connected Customer

Wimonsiri KONGSAMUT (K Best) Rahmat BUDYANTO

Aem-On OADMEDETH (K Mam)
Connected Customer Manager Connected Customer Manager Connected Customer Executive
SE Asia, Japan & SK SE Asia, Japan & SK Indonesia

Booking.com Agoda (global) Traveloka

RESPONSABILITY
Expedia Ctrip, Fliggy, MMT, Infinite & selected CTOs
Connected Customers
Niche accounts, GDS TBO & selected CTOs GDS

Marketing opportunity Connectivity projects & audit Rate consistency / Fornova

RESPONSIBILITY Communication & newsletter Hotel training & study case RM projects & audit
Connected Projects Competitive intelligence Legal support Customers reporting

Build relevant action plans based on each distributors’ USP

RESPONSIBILITY
Provide all type of support to hotels to ensure online visibility excellence
Hotel Support
Assist hotels and connected customers in case of rates / availability discrepancies
 2
LEISURE SEGMENT
ESSENTIAL DEFINITIONS
 LEISURE SALES ESSENTIAL DEFINITIONS

When we refer to the Leisure Segment its important to remember there are two key parts as follows:

1. B2B Leisure Sales ( BUSINESS TO BUSINESS)

This is where we distribute our hotels via a third party intermediary like a wholesaler, tour operator or
DMC. We don’t sell direct to a consumer. Example of B2B Partners are Hotelbeds, TUI, AsianTrails,

2. B2C Leisure Sales ( BUSINESS TO CONSUMER)

This is where we distribute our hotels direct to a consumer (guest). Examples include all OTAs like
Expedia, Agoda, Booking.com
 LEISURE SALES ESSENTIAL DEFINITIONS

Distribution: when we refer to distribution we are talking about the authorized channels we use to
make our rooms available for sale thru those channels. We distribute our rooms on different channels
with different prices and booking conditions to secure bookings at our hotels.

Direct vs Indirect : We use channels that are direct and also use intermediaries to receive bookings.

Online vs Offline : Some of these channels are connected to us thru TARS and others are not. This term
also applies to whether bookings that we receive come from the internet or other methods.

Direct Indirect

OTA and B2B

Online All.Accor.com connected
partners

Direct booking Traditional

Offline to hotel via Tour Operator
emails, calls and DMC
 LEISURE SALES ESSENTIAL DEFINITIONS

Wholesalers ( Bedbanks) Travel Agencies

Travel Agents distribute their products to customers offline
Buy hotel rooms in huge volume and resell to other B2B (Travel Agency shops) or online (OTA)
customers like Tour Operators, Retail Agencies, DMCs.
Their success is based on their purchase power, ability to Example : Independent Luxe Travel Agencies, HIS retail
cover all markets and to connect to hotel system to get shops, Flight Centre retail shops
price and availability
Example : Hotelbeds, WebBeds, MIKI

Tour Operators Destination Management Company (DMC)

Package and brochure holidays to sell to customers via Work closely with Tour Operators to represent them in
Retail Travel Agents of their own or affiliated agents. Our emerging markets or regions where Tour operators don’t
Rooms are usually packaged with flights and excursions. work directly with Hotels. DMCs represent their Tour
They key value is to package and build tours for their Operators and help to solicit and contract hotels on their
customers. behalf. They also provide and coordinate local components
of the tour such as transfers, excursions, guides. Example :
Example : TUI, FTI, DER Go Vacation, Panorama, Meeting Point
 LEISURE SALES ESSENTIAL DEFINITIONS

Rate is the price that the hotel sells their room nights for. A rate is not only a price but also the conditions linked
to it (meal plan, number of pax, allotment, and validity period)

Static (flat rates by season)

Used for offline players only (traditional model) to publish brochure and package tours

Dynamic
Used by online player (OTA and Connected B2B partners). To be published on the web and can be changed daily.
Dynamic rates change in line with demand.
 2.1
LEISURE SEGMENT
SALES TEAMS & ACCOUNTS
 MEET THE SEA HUB LEISURE TEAM

ALIVIA GRACIANTI
Director Leisure Sales
SE Asia, Japan & SK

Hybrid Sellers
APIRADEE RAMDIT (Corporate and Leisure)
Key Account Director
Thailand
Apiradee.Ramdit@accor.com
DAWN CHEN
LIN PARLINA Key Account Director
Key Account Director Singapore
Indonesia & Malaysia Dawn.Chen@accor.com
Lin.Parlina@accor.com
EUGENE CHOI
Key Account Director
VACANT
South Korea
Key Account Manager
Eugene.Choi@accor.com
Vietnam
LEO SON
Key Account Director
HIDEKI YAMAKI South Korea
BASED IN Key Account Manager Leo.Son@accor.com
Japan
Singapore Ho Chi Minh Bali Hideki.Yamaki@accor.com PALUPI WARDHANI
Bangkok Business Development
Tokyo VACANT Executive
Jakarta Seoul Key Account Manager SE Asia, Japan & SK
China Outbound Palupi.Wardhani@accor.com
 Leisure Sales Segments

BEDBANKS LUXURY
TOUR
DMC (WHOLESALERS)
OPERATORS CONSORTIA

ALIVIA & DAWN DAWN CHEN ALIVIA G. DAWN C. APIRADEE D.

Singapore Singapore Singapore Singapore Thailand

EUGENE C. & LEO S EUGENE C. & LEO S. ELANG H . EUGENE C. HIDEKI Y.

South Korea South Korea South Korea South Korea Japan

TBA TBA TBA TBA LIN P.

Vietnam| Lao | Cambodia Vietnam Vietnam Vietnam Indonesia & Malaysia

Lin P LIN P. LIN P.

Indonesia I Malaysia Indonesia & Malaysia Indonesia

HIDEKI Y. HIDEKI Y. HIDEKI Y.

Japan Japan Japan

APIRADEE R. APIRADEE R. APIRADEE R.

Thailand Thailand Thailand

SALES SUPPORT DESK

Thailand, Singapore,
SALES SUPPORT SALES SUPPORT DESK
Thailand & Philippines
Indonesia DESK
 MEET THE GLOBAL SALES TEAM

Meenaz Diamond Helen BROMPTON Adrien SCHULZ Fabiola CHELMY

Meenaz.Diamond@accor.com Helen.BROMPTON@accor.com Adrien.SCHULZ@accor.com Fabiola.CHELMY@accor.com
VP Global Sales Strategic Account Manager – Leisure Strategic Account Manager Leisure Strategic Account Manager

WebBeds Group British Airways Holidays JTB/ Kuoni/Tumlare

Hotelbeds Tailfinders Tracoin
MIKI

Louis PETRIAT Jean Baptiste Dufrechou

Louis.PETRIAT@accor.com Jean-baptiste.dufrechou@accor.com
Leisure Connectivity Senior Manager Key Account Manager

TUI
Globus
G2 Travel
 Main Sales Office
Europe
FRANCE
GERMANY
UNITED KINGDOM
RUSSIA
HUNGARY
ITALY
SPAIN

North America
USA Asia
CANADA SINGAPORE
THAILAND
INDONESIA
JAPAN
KOREA
VIETNAM

You can boost the revenue of your hotel through

Middle East
Accor’s worldwide sales network through lasting
UNITED ARAB EMIRATES
strategic partnerships with a large ecosystem of B2B
TURKEY
clients—global and local Corporate Accounts,
South America INDIA Pacific
Meetings & Events agencies, travel agencies, airlines,
BRAZIL AUSTRALIA
etc.

50 sales offices
>400 sales representatives
+€7.5 billion Annual revenue
 OTHER HUB SALES LEADERS

Sadie CARRINGTON Julita WALKOWSKI Ekaterina KOTOVA

Sadie.CARRINGTON@accor.com Julita.WALKOWSKI@accor.com Ekaterina.KOTOVA@accor.com
Director of Leisure Sales Key Account Manager – Leisure Key Account Manager Leisure, GSO
Northern Europe Germany Russia, Ukraine, Georgia & the CIS

Valentina CASTELLANI Susana LAMATA Mikin AJWANI

Valentina. CASTELLANI@accor.com Susana.LAMATA@accor.com Mikin.AJWANI@accor.com
Leisure Sales Director B2B Distribution Key Account Director, Leisure
Southern Europe Southern Europe United Arab Emirates

Mariana PIERI Danielle TURGEON

Mariana.Pieri@accor.com Lucy Rawcliffe
Danielle.turgeon@accor.com
Director of Leisure & Indirect Sales Lucy.Rawcliffe@accor.com
Director Global Sales, Leisure Sales
South America Director Strategic Accounts
North America
Pacific
 WHICH ACCOUNTS DOES THE HUB SALES TEAM MANAGE
Tour Operator
DER TOURISTIK HANA TOUR
Connected B2B
FTI TOURISTIK MODE TOUR
SCHAUINSLAND H.I.S.
TUI TRAVEL ANA SALES
ALLTOURS JALPAK
OTI HOLDING A.S JTB
PEGAS TOURISTIK NIPPON TRAVEL AGENCY
TEZ TOUR KINKI NIPPON TOURIST
ANEX CLUB TOURISM
DNATA WORLD TRAVEL HANKYU TRAVEL
TRAILFINDERS INTERNATIONAL
BRITISH AIRWAYS HOLIDAYS MEITETSU WORLD TRAVEL
TRAVCO TOBU TOP TOURS
CORENDON NETHERLANDS ST WORLD
FLIGHT CENTRE LIMITED GLOBAL YOUTH BUREAU
HELLOWORLD ISETAN MITSUKOSHI TRAVEL
ALPITOUR WORLD AIR-SEA SERVICE
HOTELPLAN
ETURIA
DIRECTOURS
ASIA VOYAGES
CLIMATE DU MONDE
GATE 1 TRAVEL
OLYMPIA
QATAR AIRWAYS HOLIDAYS
NEW CONCEPT
 WHICH ACCOUNTS DOES THE HUB SALES TEAM MANAGE
DMC DMC
DMC DMC
Indonesia Japan
DMC Vietnam 333 TRAVEL JTA
Malaysia
ABERCROMBIE & KENT ALAM BIDADARI SEMESTA SMI TRAVEL ADVANCE SYSTEM HOLIDAY
Thailand ANEX VIETNAM TRAVEL & ASIA WORLD ASIALINK APEX INTERNATIONAL COLUMBIA LEISURE
TRADING INDONESIA HOLIDAYS TOYO TRAVEL AGENCY HOLIDAY TOURS & TRAVEL
ASIA EXOTICA
APEX VIETNAM BALI DAKSINA WISATA SAI TRAVEL SERVICE HTC TRAVEL SERVICES
ASIAN TRAILS LIMITED
ASIA DMC BAYU BUANA SOUTHERN CROSS MAJESTIC EXPRESS
APEX
ASIAN TRAILS CO. LTD BOUNTY BALI TOURS – I ASIA INTERNATIONAL HOLIDAYS
AQUA TRAVEL GROUP
DESTINATION ASIA (VIETNAM) FRIDAY TRAVELGO INDONESIA MS TOURST MARINE DISCOVERY
C.C.T.EXPRESS
DIETHELM TRAVEL (VIETNAM) HAPPY BALI S PLANNER HOLIDAYS
EXO TRAVEL
DISCOVA JETWINGS GROUP KUONI JAPAN MAYFLOWER HOLIDAYS
GO THAILAND TOURS
EASIA TRAVEL LUXURY ESCAPES MIKI TOURIST SO GOOD TRAVEL & TOURS
ILVES TOUR
EXO TRAVEL MANADO MAJU MK SUPPORT SERVICE TG TOURS
INDOCHINA SERVICES ASIA
FOCUS ASIA LIMITED TJENDANA MANDRA SAKTI SOUTHERN TRAVELNET WITHIN EARTH HOLIDAYS
ITC BANGKOK
GO VACATION TRIA UMA WISATA MAPLE FUN ENTERPRISE
LIKHA LUXURY TRAVEL AND
TOURS INDOCHINA SERVICES SECRET ESCAPES ISM
DMC
INDOCHINA TOURIST & TRADE SMAILING TOURS
MEETING POINT ASIA
SUN SERIES TRAVEL JTB-TNT PROBALI Korea
SUNNY SUNFLOWER PHOENIX VOYAGES PERMATA BLUE SKY CHALET TRAVEL
TOTO BOOKING SMI-VN TRAVEL MILLENIUM TOURS AND LIFE
TRAVEL BULLZ COMPANY TRAILS OF INDOCHINA MNC TRAVEL LOFTTOP
LIMITED TRAVELINDOCHINA VIETNAM NRA TOUR LANDSTAR TOUR
VIDOTOUR INDOCHINA OBAJA TOUR MATAHARI TOUR &
TRAVEL PACTO MARKETING
VIETRAVEL (VIETNAM TRAVEL) PANORAMA TOURS MASTER MONKEY TRAVEL
PEGASUS TOURS SHARP TEC&L
PENJOR
 HOW CAN YOU ENGAGE WITH THESE ACCOUNTS

THESE ARE SOME OF THE ACTIVITIES YOU CAN HOW TO CONDUCT A SUCCESSFUL SITE
UNDERTAKE ? INSPECTION
• Organise Site Inspections of your property or entertaining • Ensure you are prepared and know the following. Preparation:
- Who is visiting? Preferences
opportunities with contract managers
- What do he/she need to see?
• Provide Training and update of your hotel to call center agents - Prepare all the areas that will be inspected
• Attend Tradeshows and sales missions - Work on your sales pitch and create your property’s value
• Local sales calls proposition for the customer.
• Host Local special events
• Ensure DOSM conducts the tour and GM is available for Meet
• Host competitions, challenges or incentives for agents
and Greet. is conducting.
• E-learning tool • Ensure the customer receives a branded immersion of your
• Newsletter, E-commerce property.
• Only show rooms being considered for contracting, Main
restaurant, Leisure facilities
• Provide a manual or electronic sales kit and link to visual assets.
• Provide feedback to the SEA Hub Sales Manager of the site
inspection.
 3
TOUR OPERATORS and DMCs
 Leisure Distributed Rate

Tour
Operator
Tour Operator
Is the gross rate, the recommended price that the guest should be paying.
mark up to
The Objective is to recommend the selling price to B2B partners to ensure they are not undercutting retails or end
our own direct booking channels. A discount is given to the client according to customer
the volume and sometimes the feeder market they sell in.
Hotel Final Customer
Hotel issuing
normal
Contract at
The discount must reflect the margin taken by each B2B customer involved in the PP/ Full Final Customer LDR 25% - $ 75
Selling process. The normal margin of discount from our Public Rate ranges LDR at will purchase
From 20-28%. Here are the usual margins (discount) by feeder market: at $ 100 hotel at similar
rate as hotel
PP
• Europe 28%
• Australia 25%
• Asia 20%

PROMOTIONS & TACTICAL OFFERS

In addition to the margin we can also “TOP” up the discount with promotions like an “Early Bird” offer or Stay Pay
to ensure that the level of discount for the B2B partner in aligned to our best Public Offer promotions (RA3,
RA4).
 Leisure Pricing - FIT

RA1 Breakfast
Tax &
Service
Margin
normal Between 20% -
(2 pax) Charge
demand 28%

Example
If you are hotel in Singapore
Your Room rate (normal PP) is $200
Breakfast Cost per person is $20
Tax & Service charge is 17.7%

Your Leisure Contract with LDR 25% :

($200+$40+$36.2) – 25% = $ 207

 Importance of Rate Parity

Pricing has become transparent thought the web. On the web, the cheapest rate usally always wins.

2 types of rate parity

By market (Traditional model)

Some B2B customer rates are based on the customers’ feeder market and not their volume potential to
ensure all players with in the feeder market have the same rates.

By Channel (Online model)

We must always ensure our rates are available on all channels and provide access to all players at the
same time (No exclusivity). We do not offer cheaper rates to 3rd party websites

You can adjust your offer through

tactical offers and flash sales
But make sure you keep parity
on ALL your FIT contracts
 How to Build an Effective Promotion

The right offer, at the right time,

to the right clients and
through the right channel.
Define your Objectives in Room Nights & Revenue, Cost of Sales.

1. THE RIGHT OFFER : Meaningful offers that resonate with your feeder market with real added value for the targeted client.
2. THE RIGHT TIME: Anticipated (At least 60 days) according to forecast, limited in time, booking window according to lead-time/pick up.
3. THE RIGHT GUEST: Target your Guest (What are they looking for?, What are their travel habits?)
4. THE RIGHT CHANNEL: Ensure rate parity per channel, budget for an efficient campaign.

Compare the results to your objectives: Must be trackable, assess the ROI.

An effective promotion usually discounts the annual contracted rate between 25% - 40%. Ensure its not combinable with EBO or stay
pay promotion inside the annual contract contract) or you can extend

10% - 25% and combine it with EBO or stay pay promotion attached to your annual contract.

Promotion should be fenced by a Booking & Stay Period

 Leisure Groups and Group Series

8+ ROOMS
Is considered a Group at Accor

GROUP PRICING
When setting your Group rates there is rules that govern how they are priced relative to your public rates like FIT rates. The group price
is influenced by the volume and your property’s needs. A flat rate throughout the year is preferable without any events date/black
out dates, although seasonality is allowed. Series Group pricing can also include Bed & Breakfast, Half Board, or Full Board

FOC COMPLIMENTARY ROOMS

occasionally needed for tour leader, for example minimum 10 rooms, entitles group to 1 FOC room for tour leader

ALLOTMENTS
would be based on the size of the group, this would be discussed prior to issuing the contract. Only for Group Series, the exact date or
each arrival would be available and presented to the hotel prior to contracting. Hotel selection would be one year prior the Group
Series launched. Cancellation policy can be different than FIT contract,
 Group and Group Series (Canpol)

A - GROUP SERIES
If the cancellation request is
% of the number of rooms that can be Cancellation fee (% of the
received by the Participating
1 Total cancellation – Group Series cancelled initial quote)
Property

A change in the dates or the cancellation of a group's stay shall equate to Between 90 and 21 days prior to a 100% of rooms on that Group stay can be
No penalty
total cancellation. This shall give rise to the invoicing of a cancellation fee given Group stay cancelled
calculated as follows: 30% of rooms on that Group stay can be
No penalty
cancelled
Between 20 and 14 days prior to a
If the cancellation is received by Cancellation fee given Group stay Beyond this, cancellation fees are 30% of the total initial quote for the first
the Participating Property (% of the total initial quote) night (including breakfast) of this Group stay

21 days or less prior to the first of 30% of the total initial quote for the first stay would 25% of rooms on that Group stay can be
No penalty
successive Group stays in the be payable to each Participating Property included cancelled
Between 13 and 7 days prior to a
Package. in the Package.
given Group stay Beyond this, cancellation fees are 100% of the total initial quote for the first
night (including breakfast) of this Group stay
No-shows
In the event that the entire Group or one or more members of the Group A maximum of 2 rooms can be cancelled No penalty
fails to arrive, or in the event of the interruption of the stay, the Client shall 6 days or less prior to a given
pay a compensation equal to 100% of the amount, inclusive of all taxes, of the Group stay Beyond this, cancellation fees are 100% of the total initial quote for the first
Participating Property services for the totality of the stay at the rate night (including breakfast) of this Group stay
indicated in this Agreement. No claim may be made by the Client following
a no-show.
If following a partial cancellation the number of guests falls below 15, the Participating
2 Partial cancellation – Group Series Property reserves the right to apply its standard published rates.

Partial cancellation shall correspond to a reduction in the amount of the 3. Late arrival – Group Series
quote regardless of the origin: reduction in the length of the Group's stay, In the event of late arrival, after the restaurant has closed, meals not served shall be
reduction in the number of rooms/ people and/or associated services invoiced. It is duly specified that cancellations made less than 12 hours prior to arrival
ordered or the cancellation of an entire successive Group stay. for the Stop Lunch shall be invoiced at 100%.

In the event of the partial cancellation of the contract by the Client, a

cancellation fee shall be invoiced and calculated in the following way:
 Charter Flight Pricing & Terms

Charter Flight FIT Contracts

Review the dates for flight arrivals and departures. Even though the client sell seats on an FIT basis the volume of bookings
arriving at the hotel could seem like a group and sometimes they are since only a handful of hotels ranging from economy to
premium
Hotel type, location, price and offers are crucial component for Tour Operator to decide for a new hotel to be selected

Charter Pricing
As Charters can deliver a significant level of volume room nights to a hotel the rate is usually discounted between 10-20% from

the normal FIT leisure contract.

Allotments or Freesale
is usually compulsory with medium to short cut off date flight movements.

No Credit
Given the volatility and precarious financial nature of this segment of the leisure market it is essential that no credit is issued
under any circumstances. All contracts should be prepaid or have a floating deposit.
 Flash Sale Program

A Flash Sale
is a discount or promotion offered by an ecommerce store for a short period of time. The quantity is limited, which often
means the discounts are higher or more significant than run-of-the-mill promotions. The time limit and limited availability
entice consumers to buy on the spot - aka impulse buying.

Invitation Only
The customer decides the hotels to feature depending on the destination being promoted.
Booking windows is between 2 weeks to 1 month
Staying Period minimum 1 year to 1,5 year
Minimum length of stay : 5 nights

Pricing
At least 20% margin needed from Public Rate
Additional value adds : Room upgrade, meal plan upgrade, spa or hotel credit
Only one hotel can participate per dedicated slot per destination
 Hotel SOP - Creating Tactical Offers

Analysis Pricing
Upon receiving a request for a promotion from a customer, • Work with your RM, to ensure your promotional rate is competitive
ensure you: vs your Public Pricing during period of promotion.
• Always reference your Public Pricing promotions (RB3 and RB4)
• Check the source market of the promotion with 20 % margin whenever creating a promotion
• Check if there is any promotion being run from the HUB • Parity is mandatory. All Tour Operator and/or DMC with the same
with the same source market source market have to be given the same promotion. Regardless of
• How many hotels does the client intend to target for this volume or size of business all players from the same feeder market
promotion must be given the same rates. If they fall out of sync, its your
• How will the promotion will be sold and distributed responsibility to re-align.
• Is the client able to bundle your rates with other travel • No “exclusivity clause” can be accepted when we have a promotion
services for at least a 2 night minimum that is supported by significant marketing activities. The promotion
• Does the client sell B2C? Please check the name the must be limited to 2 week booking period, where the client can sell
public platform(s) where your rates will be displayed. the promotion for 2 weeks in advance of arrival. After 2 weeks have
• What Margins will be used to sell your rates? passed we will send the promotion to other clients from the same
• What marketing activities are planned to support this source market
promotion. Are there any costs associated for you to cover
• What does the client require from you for the promotion
(ie minimum discount, value add)
Validation
• What is the validity of the promotion, booking period and
stay period Obtain the validation of the Director of Leisure Sales before sending
• What Allotments are need for the promotion and cut off any promotion or flash sale by presenting a business case justifying
the use of this promotion. Your local HUB team will help you build the
promotion and pricing while ensuring all the rules are being followed.
 Override Commission & Share Shift Initiatives

Preferred Partnerships with key clients

To increase our presence in a market or to shift share from a competitor we may deploy an Override commission with certain Preferred Partners

Revenue Targets & Override Commissions

Override targets can be set using 1 target level or tiered with increased levels of commission for increased levels of production. Usually set for a
season or a year, overrides can range from 3%-10% commission on the Room Night target levels achieved.

To calculate Override scheme, its important for each hotel to analyse

Total Room Night production for year prior to set the base
Total Room Revenue for year prior to set the base
Set total Room Night and revenue growth you want in return for the override commission
Override commissions are calculated from your first room night produced in the agreement period and not from incremental room nights.

Sample of Override calculation :

 3.1
Leisure Sales Activities & Trade Shows
 Luxury Tradeshows 2021

December
April September November
I LT M C A N N E S
DONG LUXURY COLLECTION July I LT M N O R T H A M E R I C A L E MIAMI
D e c e m b e r 6-9 in
* A c c o r Co r p o rate
In Sanya I LT M A S P A C S e p t e m b e r 20-23 in Cannes
Mayakoba
participation T B C
Ju ly 26-29 in S i n g a p o r e N o v e m be r 1-4 in Miami

June
PROUD EXPERIENCES
August October November
*No Accor Corporate VIRTUOSO TRAVEL
participat i on WEEK I LT M L A T A M FURTHER EAST
J u n e 21-23 in N e w York N o v e m b e r 15-18 in
A u g u s t 8-13 in L a s Octob er 26-29 in S a o
Seminyak, Bali
Th e L G B T Q + c o m m u n i t y Vegas Paulo
travel focu

To express your interest to above Tradeshows and Sales Mission please contact
Alivia.Gracianti@accor.com

Only hotels with more than 50% leisure from their total market segment, would be considered to
participate to the above events
 Global Sales Tradeshows 2022

March November
Internationale Tourismus-Börse September World Travel Mart
Berlin London
May Korea Sales Mission
Arabian Travel Mart Seoul
India Sales Mission China Sales Mission
Mumbai - Delhi Dubai July Shanghai - Beijing

April June August October

Japan Sales Mission Australia Roadshow IFTM TOP RESA
Tokyo - Osaka Sydney - Melbourne Paris

To express your interest to above Tradeshows and Sales Mission please contact
Alivia.Gracianti@accor.com

Only hotels with more than 50% leisure from their total market segment, would be considered to
participate to the above events
 3.2
LEISURE CONTRACTING TOOLS
(CVENT FOR LEISURE)
Cvent for Leisure: a tailormade solution developed for Accor Hotels

Accor & Cvent have worked together FIT

to develop a brand new platform
dedicated to leisure contracts. €550 Million

This platform is unique worldwide

and is currently exclusive to Accor, Groups

€400
giving us an edge over the
competition. Million

All Hubs were invited to preview

sessions (150 attendees from Hotels
& Sales Offices) & 42 Hotels
had the opportunity to test the solution
 Why are we switching from ASA to Cvent?
To simplify and align the B2B contracting process through an industry-leading solution

01 02 03

More powerful More user-friendly More integrated

Cvent for Leisure FIT, Annual Stress-free solution! Cvent is fully integrated
Groups and Series contracting You save working time and are into the Accor ecosystem
more efficient
A state-of-the-art BtoB contracting
solution New user interface
Fresh and clean
 OFFER TYPES MANAGED IN CVENT

FIT: FULLY INCLUSIVE TOUR ANNUAL GROUP GROUP SERIES

Packaged net rates Pricing offer for group bookings Pricing offer for group bookings (at least 8 rooms)
for individual travellers (at least 8 rooms) valid all year long valid on definite dates and number of rooms,
sent in advance by the client
Annual Contracts with or without Allotments Annual Contracts with or without Allotments Annual Contracts with Allotments
with retrocession conditions (annual allocation) with retrocession conditions (annual allocation) with retrocession conditions

Offer validity Offer validity Offer validity

ANNUAL ADHOC ANNUAL ADHOC ANNUAL ADHOC

Traveller type Traveller type Traveller type

INDIVIDUAL GROUP INDIVIDUAL GROUP INDIVIDUAL GROUP
 PROPERTY RATE PLAN

A Rate Plan is a pricing model which can be offered to leisure clients. Choose one from the list & start the process!

LEISURE FIT WHOLESALER

RO, BB, 2 HB
(lunch & dinner), FB, AI LEISURE GROUP ANNUAL
6
RO, BB, 2 HB Complete with
LEISURE FIT TOUR OPERATOR & DMC (lunch & dinner), FB, AI
6
ROOMS
RO, BB, 2 HB
(lunch & dinner), FB, AI LEISURE GROUP SERIES SEASONS & RATES*
6 *Static rates only

RO, BB, 2 HB
BOD & FAIR DATES
LEISURE FIT LOCAL (lunch & dinner), FB, AI
6
AMENITIES
RO, BB, 2 HB & SUPPLEMENTS

(lunch & dinner), FB, AI

6 POLICIES,
TAXES & FEES

If you need additional Rate Plan templates, please contact your Regional Revenue Manager
 TO LOG IN TO CVENT

You have received or will receive your login details (Username: L+RID)
via email (email address was provided by your HUB).
If you already use Cvent for Corporate your existing login remains valid
for Leisure.
Cvent Leisure notifications (new solicitation, reminders, etc.) are sent to
the email address related to a user login.
Any person in the Hotel who needs to receive Cvent notifications must
have their own user.

If you need additional logins: contact TARS Line

https://supply.lanyon.com/Supplier/LoginSupplyPortal.aspx
 4
BROCHURE
 The Basic Defined

The Brochure
Is the main marketing tool a Tour Operator has to market and sell its contracted hotels to customers. Brochures are produced by destination
and are usually limited in the number of hotels that can be featured. Getting “Brochured” is a highly competitive undertaking and its always a
struggle to get new hotels brochured. Tour Operators look at Hotel type, location, price, your promotional offers and how well a property sells in
previous selling periods when deciding on who to brochure and who to drop each year.
Getting Brochured can be very expensive therefore each hotel has to do their own brochure analysis every year
The Brochure contribution cost should not be higher than 6% of the annual revenue your receive from that customer

Example :
TUI German brochure for one year USD 6,500
Your total revenue production from TUI German in full contracting year is USD 280,000
Your total Brochure contribution cost is 2%

Brochure Brochure Cost (USD 6,500)

Contribution
Cost Total Revenue (USD 280,000)
 The Basic Defined
The Brochure – may be printed or presented as E-brochures on websites. Either way, you get one chance to ensure your submission is
perfect! Pick up copies of your TOs and review your content. Check what your competition is doing to make sure you stand out.

BROCHURE LAYOUT - Each Brochure has a distinct layout. It’s important to understand the number, size and layout of the pictures you can
upload to determine the best pictures to use.

Example 1 : 2 picture layouts are usually Example 2: Multi-photo layouts allow 3-4
reserved for HERO shot and Room Shot. pictures.
 The Basic Defined
The Website – Most Tour Operator websites have a similar look and feel to OTA websites. When customers navigate around the
website they will see a stack of properties with the HERO shot representing their properties. Customers in traditional markets are starting to
move away from Brochures to websites. Most TOs allow hotels to upload upto 20 pictures via extranets. However, to get noticed and shortlisted
we need our HERO shot to POP and grab the customers attention from our competitors.
 How to put your photos in the right order
On websites, you have the choice to upload upto 20 pictures, its important to get them into a logical order based on
importance for the leisure customer. We suggest you follow the order below:

1. HERO 2. External 3. Bedroom 4. Bathroom 5. Breakfast or Outlet

• From the 6th picture onwards its perfectly acceptable to include photos of other pools, bars, food outlets, spa, outdoor spaces, kids clubs, golf etc.
Try to order the pictures in a logical manner in a way that a customer may experience while at your property. For example outdoor food outlets
should be grouped with pool photos so customers can clearly visualize being poolside and then grabbing an ice cream from an outlet or a
cocktail poolside. Family pictures and Spa pics should be displayed apart from one another. Always keep in mind cultural nuances for your
target market. What may be relevant for the Asian Market may be less so for European and Western markets. As a general rule do not post the
following pictures.
• Meeting Space / Wedding Pictures or Business Convention Pictures. If your property attracts weddings include pictures of those
spaces without using overtly obvious wedding pictures.
• Suites and Villas (unless contracted by the Tour Operator)
 The Hero Shot
• If you had to pick one photo to represent your property, it would be your HERO shot. We recommend that you use the same HERO shot across
all channels and markets.
• On brochures the HERO shot will be the largest picture a customer sees of your property.
• On websites your HERO shot will be stacked with other competitors HERO shots , just like on OTA websites. Where this happens its critical
that your HERO shot stands out from your competitors. If your competitors are all using the iconic “Blue Sky – Blue Pool” shots consider using
a Sunset version of the same space to ensure your picture stands out among a sea of blue pictures.
• For City hotels the HERO shot is usually the lobby, for resorts, its your signature pool or view.

RESORT HERO SHOT CITY HOTEL HERO SHOT

Tropical Pool setting overlooking the view. A grand lobby that captures the essence of the hotel.
Examples of good hero shots

Captures
Essence of
Destination on
Beachfront
Setting

Captures the
essence of a
seascape view
and relaxing
poolside
Examples of hero shots NOT TO USE

Do not use
Enclosed Lobby
Pictures. Use
Lobby Pictures at
resorts only with
open spaces and
views

Do not use pics

that show
overcrowding of
lounges and
people around
pool
 How to Distinguish Your hero Shots
WHEN HERO SHOTS ARE STACKED ON A WEBSITE THEY CAN SOMETIMES ALL
BLEND INTO EACH OTHER AS THE BLUE HUE OF THE ENDLESS INFINITY
POOLS TEND TO DOMINATE.

IN ORDER TO STAND OUT CONSIDER TAKING THE SAME PICTURE WITH A

SUNSET OR SUNRISE SETTING
 Sample order of pictures
After gaining your customers attention with your HERO shot, a leisure customer will want to see a logical order to the next photos you serve up
on your photo carousel. This is particularly important for websites where you can control the order of the pictures that appear. Where possible
use the following guide to order your carousel.

1. AERIAL OR EXTERNAL PHOTO – showcasing your resorts setting against the sea, mountains or other landmarks provides the
customer with a sense of perspective and an idea of your property’s style (Modern vs Traditional) and Size (Large, Boutique). City hotels can
showcase their heritage buildings or proximity to key landmarks. If you don’t have a compelling aerial or exterior photo, skip this step and
proceed with a room picture as your second picture.
 Room with a view
Perhaps one of the most important pictures to impact the customer decision is the ROOM picture. Here are a few key
reminders to consider:

THE ROOM
• Use pictures of rooms you have contracted. Never show suites or villas that are not contracted as they will not be sold.
Make sure your Room photo is culturally relevant. Twin Beds for Japanese Market and King for European for example.
• Choose a picture that best represents the style and size of the rooms you have contracted and that will be sold.
• If you have less than 5 photos to choose, always assume the leisure customer is single or a couple. Never feature a room
picture with family set-up unless its for a specific family orientated website or brochure. If you have more than 5
pictures to upload, it’s a good idea to order family rooms towards the end of the picture carousel.
• European customers like to see balconies or outdoor spaces that are part of the room.
• Choose a photo that showcases as much of the room as possible keeping the above point in mind. For irregular sized
rooms or where 1 photo does not capture the feel of the room, you should consider uploading 2 pictures to engender
the confidence of your customer and to alleviate any concerns that you are hiding something.

SEE EXAMPLES OF GOOD AND BAD PHOTO SELECTIONS ON THE NEXT SLIDE
 Example of room pictures

Picture faces out with Balcony and view guests will

Picture looks inward and doesn’t showcase the
enjoy during their stay.
balcony or view.
 Example of room pictures

This Suite is not contracted by the Tour Operator so Picture faces out with balcony and view guests will
will never be booked. It’s misleading enjoy during their stay.
 Bathroom Pictures
If you can only showcase 3 photos on a brochure or website then the Bathroom simple wont make the cut. If you have
more than 5 photos then the bathroom picture becomes an essential photo to showcase and should be ordered directly
after the room shot.

THE BATHROOM
• Use pictures that show most of the bathroom. This is particularly important for economy brands where shooting angles
can be tight to capture a wide photo. Most Luxury brands wont have issues with grabbing a wide angle. When you
need to choose between a number of pictures to showcase your bathroom its always a good idea to pick one that
shows the order of importance from Shower, Basin, Bath.

SEE EXAMPLES OF GOOD AND BAD PHOTO SELECTIONS ON THE NEXT SLIDE
 Examples of bathroom pictures

It’s preferable with newer hotels to include a close up shot of Close up of the bathroom with the main amenities of shower and
the bathroom rather than one taken from the room. basin are preferred to showing the entire bathroom which
sometimes in small spaces cannot be captured in 1 photo.
 Resort Amenities

After ordering the Essential 4 pictures of HERO | AERIAL | ROOM | BATHROOM comes your chance to showcase the various
experiences customers can have while on property particularly for LUXURY BRANDS.

Include pictures of all the Hotel amenities that customers can use and interact with to add to the experience at your property.
Consider the following.

• Restaurants and Bars

• Spa
• Golf and Water Sport Facilities
• Other Pools and relaxation zones
Choose pictures
that are
inspirational and
experiential to
help customers
visualize the
experience
onsite.

This is
particularly
important for all
LUXURY BRANDS
 Restaurants and Bars

Refrain from using vignette pictures of Food and Drinks to Always choose Pictures facing out, even when indoors.
represent your Food Outlets. You can use Vignette pictures Show Off your Casual F&B set ups too like Gelato & Hot
of food but they must not replace pictures of your outlets; Dog stands
they should be in addition to outlet pictures you submit
 Showcase Families having fun

Not all Families want a Kids “Drop Off” Club, some families Preference pictures with energy, passion,
want a balance between alone time and quality time doing creativity vs passive pictures. This is
things as a family particularly important for LUXURY
Brands to showcase differentiation.
 Pictures never to use
NON APPROVED PICTURES UNTIDY PICTURES IRRELEVANT SPACES OR ANGLES

S
 Submitting your pictures
Each Tour Operator has a system for uploading and approving photos. Over the next few slides we will outline the process
for each operator.

KEY POINTS TO REMEMBER:

• On most extranets you have complete control on the order of your pictures. However when there is no extranet and
you are working with a member of the Tour Operators website content team you need to make sure your instructions
are followed and your pictures are in the correct order. Don’t be afraid to request the order to be changed if its not
correct or notify NSO immediately if you require assistance.
• Ensure your pictures are cropped properly and still make sense. Sometimes we notice very aggressive cropping. Most
of your pictures should not be cropped if submitting in the right resolution and size requested.
Submitting your pictures
 B2B Virtual Guide
DMC (if applicable) Brochure Website Extranet Date of Submission Date of Submission
Account
(Place X if they have
for Brochure for Website or Suppliers Extranet
Brochure)
No limitation for access and
Hotelbeds X
update

Stop making new one during the current stage.

If you are interested on future brochure , please No limitation for access and
Hanatour X X
contact Ms. Amy , she will contact the hotels update
once they are ready to make new one.

No limitation for access and

MIKI Travel X
update

FTI Meeting Point (TH) , Focus Asia (VN) X March

Dertour/ Meier's Go Vacation X March

Local DMC based, collect all the pics and

hotels marketing items, to send the whole to
No limitation for access and
ABERCROMBIE AND KENT HQ for their use in both printing (brochures, X X October
update
Flyers), campaign (emailing), Internet
website content

ANEX TOURISM GROUP X March

July for Shimoki catalog (from Oct to March)

APEX INTERNATIONAL KNT, MTS, JALPAK X
December for Kamiki catalog (from April to
Sept)
ASIA DMC

ASIAN TRAILS X June

X
BUFFALO TOURS October

No limitation for access and

COLLETTE VACATIONS X X October
update
DESTINATION ASIA (DNATA) X October

DIETHELM TRAVEL March

DNATA TRADING
EU Brochures : Before March and UK Brochures : No limitation for access and
Emirates, Gold Medal, Travelbag, Travel X X
By June update
Republic, Simply Luxury, Pure Luxury, Emirates
Holidays, dnata travel

EXO TRAVEL No limitation for access and

X X Before October
(Trailfinders Brochure) update
 B2B Virtual Guide
Account 1:20 Brochure Website Extranet Date of Submission Date of Submission
Account
(Place X if they have
for Brochure for Website or Suppliers Extranet
Brochure)

FLIGHT CENTER x X January No limitation for access and update

FOCUS ASIA / F.T.I X March

Local DMC based, collect all the

pics and hotels marketing items, to
send the whole to HQ for their use
HIS X X 4 times every 3 months No limitation for access and update
in both printing (brochures, Flyers),
campaign (emailing), Internet
website content

INDOCHINA TOURIST AND TRADE (IT&T) CLIMATS DU MONDE X No limitation for access and update

Local DMC based, collect all the

pics and hotels marketing items, to
send the whole to HQ for their use
JTB X X No limitation for access and update
in both printing (brochures, Flyers),
campaign (emailing), Internet
website content

ODEON /OTI X March

PEGAS TOURISTIK X March

SAIGONTOURIST TRAVEL CLUB MED X October

SMI TRAVEL JAPAN K.K. KNT, MTS, JALPAK X

TRAILS OF INDOCHINA X October

TUI GERMANY X X X March No limitation for access and update

TUI UK / NORDIC X No limitation for access and update

VIDOTOUR ASIA Voyage, AUDLEY travel X October

TOTO Booking X From Jan 2021 onwards

ILVES X April

AQUA GROUP X April

ASIA EXOTICA
X March
( FYT OPERADORA MEXICO BROCHURE)
 5
CONNECTED B2B PARTNERS
(Wholesalers)
 5.1
TYPES OF CONNECTIVITY FOR LEISURE
FIT
(CTO, INFINITE, ALO)
 Connected B2B Distribution Landscape

What is a CTO What is Infinite What is ALO

Infinite, is part of the Gekko Group and owned by Accor
Is a Connected Tour Operator that be either a
As our very own Wholesaler, Infinite allows us to reach Accor Leisure Offer (ALO) is a booking solution
Wholesaler or Tour Operator that generate
more clients that we could on our own and better available on Travelpros.ALLaccor.com and via
enough business volume to justify connectivity
control of our onward distribution connectivity, providing Discounted Rates to
to TARS for the benefit of our hotels
Leisure partners
Infinite is the entry point for our partners to connect to
Accor Portfolio
How does it works
How does it works How does it works
Infinite is connected through TARS, just like any
other connectivity
Standard hotel perimeter and standard Remuneration

Also available via Dhisco and Derbysoft. Partners with no

API connecitivity can have an access to ALO via
Travelpros.ALLaccor.com
 Connected CTO B2B Key Facts

2019 Production split,

• 2nd largest B2B
• Largest B2B player. worldwide
SEA, Japan, S Korea
• Merged between Hotelbeds, GTA and • Merged between WebBeds, DOTW, Sunhotels, JAC
Tourico in 2017 and Lots of hotels in 2018
• Biggest revenue provider for Accor
Representing 55% from total B2B volume • Very young company, formed in 2013

• Has many Brands on their platform

27% Hotelbeds
MIKI
50%
Infinite
6% WebBeds
Others
• INFINITE HOTEL ACCOR’S B2B Internal • One of the oldest B2b (established in 1967) 7%
Wholsale Channel
• They also have DMC arm who responsible
9%
• Connected with more than 80
international XML clients from more than for activities, leisure group quote and MICE
90 source markets is specific countries

• Part of Gekko group which handle

Corporates, XML and Leisure travel
agencies
 How to be a commercial expert on Connected B2B ?

• Parity is a significant issue for B2B partners. Ensure you have rate

1
parity between B2B and B2C

AVOID
• Your hotel can be excluded if B2B partners find your rates are not
RATE DISPARITY competitive or drop you from weekly or monthly promotional
marketing campaigns.

2
• Periodically check your hotel Rate mapping, check if all Rate Plan is
open.
OPTIMIZE
CONTENT • Seek help from a B2B connectivity team should the problem persist

• Each B2B partner will create marketing calendar targeting

3 DRIVE destinations, holidays, or specific market (ie Family market)

VISIBILITY
• Make sure you are on top of each opportunity, especially when this is
with OPT OUT option.
 Rate Disparity Check

Missing a Rate Plan

Missing Room Type
Rate Plan is not
updated (closed)
Missing availability

Golden Rules
1. Always report on future date not past date
2. Include screen capture of ALL.Accor.com price, the OTA price and booking receipt of the B2B offender
3. Always do the exercise in your TARS currency
 Optimize Content
And make sure all planning are open
Periodically check your hotel Rate plan and
if you are not constrained
make sure all rate plans are open
 Drive Visibility

Participate in B2B connected partner marketing activities which ADDITIONAL PROMOTIONAL

Are organized by the HUB and Central Teams and include OPPORTUNITIRS TO LEVERAGE
• Banner in B2B booking engine
• Login banner
• Landing page New Hotel Program:
• Chain Logo in booking engine This is specifically for new hotels or hotels just
• Newsletter and edM finishing a major refurbishment. A maximum of 20
• Prioritized Rangking hotels per month (globally) will be featured on a
landing page, which is also linked to banners on
Bedsonline and Hotelbeds home pages. Hotels must
have opened within the past 6 months, and can only
feature for a maximum of 3 months

Star Reward Program

The Star Rewards program is a loyalty scheme for
retail clients, offering a automated and user-friendly
interface to drive up bookings in exchange for
vouchers which can be redeemed online against a
wide range of products and services from leading
brands.
 Best Rate Guarantee

Driving business through all.accor.com, accorplus.com and the Accor All – Hotel Booking app is a cornerstone of Accor’s corporate
distribution strategy. The key to this strategy is to ensure that we have the best possible rates, conditions and offers at all times on our
direct channels, allowing for a higher repeat ratio at lower cost via our Loyalty platforms. In addition, we must ensure that leisure
contracts we participate in do not result in lower rates being made available on 3rd party (non-Accor) online channels

All leisure static rate contracts that remain must clearly state that the operator is in a privileged position and are for the sole purpose
of packaging and that any violations will result in immediate consequences leading towards contract termination. General Managers
must ensure that rate compliance is monitored using Fornova and that any violations are treated seriously.

What is Fornova
Fornova is a 3rd party supplier that Accor use to monitor and benchmark your distribution health across both direct and indirect
channels. This tool with help the hotel to understand how your inventory appears across all channels, spot any connectivity issues,
validate rate integrity (on OTAs, metasearch, Google) and automatically identify wholesalers that ‘leak’ your inventory to non-
contracted OTAs with screenshot evidence.

What is CCI score in Fornova

CCI or Consumer Confidence Index is the indicator used to measure level of rate disparity between Direct Web including Brand
website to In-Direct including OTA and Metasearch. It is a number between 0 to 100, for example 75/100 means only 25 out of 100
shops client can find less price at other channels compared to Direct Web. The higher the index number the better, and we’re
aiming at 90.
 Common Triggers for Disparity

Temporary TARS connectivity issue

Price point/ open close hotel & RML have not been You are not respecting the planning mirroring in
pushed to all channels yet / delay (contact TARS line) data web (open / close or LOS)

Missing rate plan, wrong Booper loaded, wrong LOS RMA/E | RMB/F etc
loaded on a rate level or TK

You have contracted a special deal with a local A low rate appears on metasearch but cannot be
TA / a wholesaler or an OTA and this partner is booked when you click on it. (this will technically not
reselling your rates to intermediaries who are be considered as a price parity issue although problem
afterwards displaying your rates online should be raised if it happens often)
 5.2
Connectivity for GIT
(Leisure Group Online - LOL)
 L O L (Leisure Group Online)

What is a LOL? How can Travel Agents can book on LOL ?

The Agent could book LOL through ALLaccor travelpros
LOL (Leisure Group Online) https://travelpros.accor.com/gb

Is a tool for the Travel Agents to book To request an RT code of the agent to access LOL
a groups online. Besides a room, an https://travelpros.accor.com/gb/toolbox/request-rt-code-form.shtml

agent can also book meal plans.

 L O L (Leisure Group Online) reservation flow Automatic Manual

1. ALL.accor.com OPTIONAL/TENTATIVE
Option booking in TARS
Customer Option (room allotment decreases) RESERVATION in PMS
(room inventory decreases)

2. Email sent to the hotel's

generic address + to the Sales
Department/Groups + to the RM

3. Hotel calls the

customer within 24 hrs

Changes then
PMS
Confirmation confirmation of the
reservation in PMS
(Definite)
4. In the event of
confirmation: contract sent
+ deposit requested
RESA
web Cancellation of optional
reservation in RESA web by the Cancellation in PMS
Cancellation hotel (allotment increases (inventory increases)
automatically)
 6
LUXURY CONSORTIA
(TRAVEL AGENTS)
 Luxury Partners : Definitions
Consortia Hotel Program
Luxury Consortia are Luxury Travel Companies that Credit Card Hotel Program
consist of travel agencies that are considered
“members”. They specialise in luxury travel as most of A credit card company which has created a hotel program
their client base are high net worth individuals or for its members. Note:Amex is a hybrid, since it also has travel
people looking for luxury travel experiences. Virtuoso is agencies
one example of the leading Luxury Consortium.

Each Consortia has their own Hotel Program that is Concierge

they have designed to recognize their customers when
they stay at hotels. These programs provide luxury Is an usually a members only organization which
benefits and amenities to recognize these high provides a unique service to their members including
revenue generating customers. organizing luxury travel and unique experiences.

Deluxe Agency Hotel Program Travel agents check the portfolio (hotels & destinations)
The agency can have their own hotel program, and also but they are not necessarily going to book via this program
be a member of a deluxe consortia using the deluxe
consortia’s hotel program
They compare what is the best for their clients and find
An example is Frosch Travel who is a member of the properties that suit their client’s expectations.
Signature Travel Group, but supplements Signature’s
hotel program with their own hotel program.
They will book whatever property is in the right location and
has the right value for what their clients are looking for.
 Luxury Agencies - Who uses them ?

People that use Luxury agencies have an average income of over USD 250,000 per year

They like to use traditional travel agents to book their trips

They are looking for added value benefits when they book a hotel

Luxury Agents want to be sure that their clients are recognized by hoteliers as VIP

They want to feel like they are getting good value for their money and being recognised

The agents are aware that their clients check the internet for specials

They are mostly travelling for leisure (65%)

These agents typically book higher room categories and suites on public rates via the GDS or direct hotels
 List of Luxury Consortia

LUXURY PROGRAM LUXURY SALES DIRECTOR OWNER COMMENT

ALTOUR L eslie D o d s o n Strategic P r o g r a m

AMEX CENTURION Jeffrey L e v i n e & L eslie D o d s o n Strategic P r o g r a m

AMEX FHR Jeffrey L e v i n e & L eslie D o d s o n Strategic P r o g r a m

AMEX THC Jeffrey L e v i n e & L e s l i e D o d s o n Strategic P r o g r a m

ENSEMBLE Graziella R a i m o n d o Strategic P r o g r a m

FROSCH Jeffrey L e v i n e

GRAND LUXURY Farid Rouibi

KIWI COLLECTION Eric Floyd

S E L E C T ( I n t e r n o v a f o r m e r T r a ve l L e a d e r s ) L eslie D o d s o n Strategic P r o g r a m

SIGNATURE & SIGNATURE SUITES PRIVILEGES Eric Floyd Strategic P r o g r a m

TRAVELLER MADE Farid Rouibi Strategic P r o g r a m

STEP Jeffrey L e v i n e

SUITES A C C E S S – VALERIE WILSON TRAVEL L eslie D o d s o n

VIRTUOSO L eslie D o d s o n Strategic P r o g r a m

VISA INFINITE L H C Eric Floyd

VISA L H C Eric Floyd

 Virtuoso

Company Overview
• Virtuoso is Accor’s top producing Luxury Consortia
• Its an invitation only network with 1,700 of the world best hotels and resorts , cruise lines, airlines, tour companies.
• US $ 23.7 billion in annual travel sales makes Virtuoso a powerhouse in the luxury travel industry
• Access to 1,000+ agency members. Locations in 45+ countries with a total over 17,500 luxury travel advisors
• 72.2% of agents in US/Canada, 10.8% in Latam/Caribbean, 10.6% in Asia Pacific, 6.4 % in Middle East, & Africa
• Member Hotels get access to Virtuoso’s award winning marketing initiatives across all platforms of prints, email
marketing, digital, direct mail and social media – on a B2B and B2C level

Contracting Time
Amenities Hotels Provide Criteria to Join
• Ongoing during the year
• Daily Breakfast • By Invitation Only - Five-Star or Four-Star Deluxe Classification • Annual cost US$ 9,500
• Welcome Amenity • Life Style hotels • First year marketing fee US$6k
• Exclusive Virtuoso Amenity • Excellence in both service and quality
• $100 Spa credit during stay • Property should be fully operational and structurally complete
• $100 F&B Credit • Value added rate and exclusive Virtuoso amenity provided
• One time dinner for 2 (exclusive of • Desirable or unique location
alcohol and gratuities) • References from Virtuoso Travel consultants who have experienced
the property
• Hotel must have a spa facility
 American Express FHR and THC

Company Overview
• Preferred hotels have exclusive access American Express to Global Centurion, Platinum and Gold Card Members
• The program offers member exclusive benefits while driving new, high value customers to hotel partners
• New hotels into the FHR program see an average +160% in sales and +21% card spent
• The program is sold globally by travel counsellors an its also bookable via Amextravel.com.
• Partners has exclusive access to personalized marketing to card members, agency call centers, rep network and work at
home agents

Amenities Criteria Contracting Time

Fine Hotels and Resorts
(Platinum and Centurion Card Members) • By Invitation Only January: HCP extends invitation to
• Noon check in – when available • Demand in the Market is the 1st thing considered submit formal application to select
• Room upgrade – when available • Great Brand reputation hotels (through Luxe team)
• Daily breakfast for 2 people • High Gold/Platinum lodging spend February: Hotels complete
• US$100 additional value add • Top Markets US/International application and supply presentation
• 4 pm late check out • Hotel Type Diversification (Modern, Boutique, with key selling points to Luxe team
• Complimentary Wifi Traditional) April: HCP Internal Selection
• Positive Customer Reviews Committee Meeting
The Hotel Collection • Gold Amex Relationship July: HCP Final Decision and
(Platinum, Centurion and Gold Card Members) • Lifestyle Mix (Spa, Golf, City) notification of acceptance for 2017
• Room Upgrade – when available • Upscale + with Average ADR of US$300
• US$ 75 credit – based on 2 nights Amex FHR fees depend on
anticipated volume of business
Ranging from US$ 2,000 to
US$25,000 a year
Amex THC is complimentary
 Traveller Made

Company Overview
• Access to high end Travel Designers worldwide
• Offer smaller but very high end niche agencies, an amenities based program
• Encourage direct connection and communication between hotels and agencies, privileging direct bookings
• High ADR based on BAR, market premium inventory (Suites, Gold)
• Several complimentary tools such as newsletters, dedicated webinar tools, and fam trip programs

Amenities Criteria Contracting Time

• Daily Breakfast • Selection of few hotels (high end service, experience) • Application start on August for the
• Upgrade – when possible • Refrain from large properties, privilege smaller hotels following year
• Early Check in and late check out with personalized guest experience • Annual cost EUR 2,000
when possible • Analysis of current business from member agencies • New hotels has to commit to Essence of
• One property amenity (SPA credit/ with 5 – 10 testimonial/referrals from agency members Luxury Forum (appx EUR 8000/hotel)
FB Credit) are required
 Ensemble Travel

COMPANY OVERVIEW

• Ensemble is a good 4 to 5 star agency network and is made up of 800 travel agencies in US, Canada and Australia
• Ensemble Travel Group is a member owned and return all preferred supplier profits to the membership at the end of each year
• Ensemble membership is inexpensive compared to the other networks and if utilized properly is a good tool to communicate to
advisors you may not visit on a regular basis
• Hotel partners have access to a database/search for Ensemble exclusive

Amenities Criteria Contracting Time

• Daily Breakfast is required • By Invitation Only • Contract due in October
• Room Upgrade based on availability • Destination must be unique or • Annual fee US$ 2,500
• Early Check In and Late Check out – exotic
when possible • Based on needs of Travel
• Ensemble® Exclusive amenity: May Agency Membership
be breakfast or a resort credit of • 5 star hotels only
minimum value $50 USD, or any • Life Style Luxury Hotel
other amenity of your choosing,
 Signature Travel

Company Overview
• One of the top luxury consortia in US with over 7,000 agents
• Invitation only, 204 members across US and Canada over 485 locations
• 83 International members in 116 locations (Magellan Travel in Australia has 100 locations)
• Members collectively generate over US$ 7 Billion in travel sales. Average trip is US$ 3,900

Amenities Criteria Contracting Time

• By Invitation Only • Q2 Global lead reviews
• Daily Breakfast is required
• Hotel to provide business case and present to opportunities for new hotels for the
• Room Upgrade – when possible
Global Luxe contact following year
• Early Check In and Late Check out
• Global Luxe team will review the business case with the hotel • Q3 Acceptance are announced
when possible
and based on market needs will present to the client • Q4 Contract signing, rate loading,
• US$ 100 SPA credit
• Must attend annual meeting profile created on client website
• Additional special amenity
• Must participate in Signature’s Marketing programs • Cost of program : between US$
(determined by the hotel)
• Must have good references, in good standing with suppliers 3,000 to US$ 5,000 depending upon
• Must commit to support preferred suppliers and programs destination, hotel size and business
• Must send delegates to Signature’s training programs volume
 ALTOUR SELECT

Company Overview
• 62 offices globally
• More than 1,600 travel professional
• Ranked amongst the largest Travel Agencies in the UK by Buying Business Travel
• Largest member of American Express’s Rep network
• Over US$ 2.8 Billion in sales

Amenities Criteria Contracting Time

• Daily Breakfast is required • Invitation only • RFP in July for following year
• Special non standard amenity • Must be an Upper Upscale or Luxury hotel • Nov : RFP due
valued at US$ 100 • 10% commission • Dec : acceptance and rate loading
• Upgrade – when possible • Complimentary breakfast for 2 • Participation fees range based on
• Early Check In and Late Check out • Upgrade upon availability hotel size and market data
when possible • Early check in/late check out determined by Select (from US$
• Complimentary Wifi • Special non-standard amenity – same as 4,500 – US$ 6,500 annually
Virtuoso, Ensemble or Signature
 Select Hotels and Resorts Travel Leaders Group

Company Overview
• A top 10 travel company in Travel Weekly’s Power List since 2009
• Rank #1 US Travel Management Company in Business Travel News for nine consecutive years
• One of the largest cruise, land vacation, and luxury travel sellers in North America
• Under the Luxury Brand Umbrella – Protravel International, Tzell Travel Group, Andrew Harper and Colletts Travel
• Becoming member of Select enables hotels to tap into the network of over 52,000 agents through 7,000 locations globally
• Global member offices are located in US, Canada, England, Scotland, Ireland and Uruguay
• Travel Leaders Global network LLC alliance representation in 93 countries, 35% of all agencies in US are part of Travel
Leaders Group

Amenities Criteria Contracting Time

• Must be participating in the Travel Leaders • RFP in July sent out
• Daily Breakfast is required • Hotel has to create a business case
Worldwide Hotel Program
• Additional Special amenity • Oct : RFP is due
• Must be an Upper Upscale or Luxury hotel
(determine by the hotel) • Nov : acceptance and rate loading
• 10% commission
• Upgrade – when possible • Participation fees range based on
• Last Room Availability
• Early Check In and Late Check out hotel size and market data
• 2 free room nights per program year for
when possible determined by Select (from US$
amenity compliance tests
• US$ 100 SPA credit 4,500 – US$ 6,500 annually
 6.1
ACCOR
LUXE SALES TOOL KIT
 Luxe Sales ToolKit
What is Luxe Sales Toolkit
We have created one dedicate website for Luxe Travel Agencies to discover more about our Hotels in Asia & Pacifiic
In this toolkits, the client could access to useful presentations, hotel fact sheet, new openings and promotions
Website : http://www.luxesaleshub-aspac.com/

To enroll new hotels and update on existing hotel

Contact : Iris de Villèle Iris.DE-VILLELE@accor.com
Director Luxury B2B Marketing & Loyalty
SALES & DISTRIBUTION
 6.2
LUXE RATE ARCHITECTURE
 New Rate Architecture Approach
S e t of offers will b e c r e at e d a s st a n d a rd for all hotels part of e a c h luxur y p r o g r a m

Offers to b e c re ate d for All L u x u r y Additio nal offers for S t r a t e g i c

Programs Luxury Programs
• Virtuoso • Traveller M a d e
M a ste r Offer: B A R + A m e n i t i e s • A m e r i c a n E x p r e ss • Travel L e a d e rs S e l ec t +
( S a m e for L e g a c y & F R S ) • Signature Altour S e l ec t (Internova)
• Ensemble

F R S Hotels P ro m o A c c o r H o t e l s P r o m o (excl F R S )
-25% off B A R ( m i n 4 n i g h t s )
3=4 -20% off B A R (optional for
A c c o r H o te l s P r o m o 4=5 (optional for resorts)
F R S H o te l s P r o m o (excluding FRS )
resorts m i n 5 n i g h t s )

2=3 -30% off B A R T em po r a r y set u p until free n i g h t

3rd n i g h t free ( m i n i m u m stay 3 n i g h t s ) functionality is available for all hotels

T em po r a r y set u p until free n i g h t

functionality is available for all hotels
All B r a n d s - Ta c t i c a l O f fe rs
N O T E S:
• 10% d i s c o u nt off B A R
- A m e n i t i e s a re i n c l u d i n g for all Master O ffe rs a n d P r o m o s
- All offers will b e l o a d e d a s s t a n d a r d for all r o o m t y p e
• 2 0 % c o m m i s s i o n o n S u i te s (excl A M E X )
- O ffe rs t o b e m a n a g e d b y R M w i t h t h e possibility t o s e l e c t t h e r o o m t y p e s a l l oc a t ion • E x t ra credit offer 250$ (instead of 100$) - m i n 3 n i g h t s
 6.3
ACCOR’S
STEP LUXURY PROGRAM
(Special Luxury Experience Program)
 Reminder – the current B2B Loyalty Ecosystem

Program rewarding the Program rewarding the

Agencies Travel Advisors

 Historically o p e n e d only to Sofitel, Sofitel L e g e n d  O p e n to
a n d MGallery  all Fa i r mont , Raffles &Swissôtel
 Benefit: b o o k i n g s m a d e b y all Travel Advisors of a  In N C A : Sofitel a n d P u l l m a n
m e m b e r a g e n c y are eligible to specific co ndi t i o ns  Benefit: advisors e a r n o n e po i nt pe r r o o m n i g h t
( e n h a n c e d c o m m i s s i o n s & g ue st s ’ benefits) b o o ke d a n d c a n b u r n t h e m o n stays or a n online
shopping mall

C U R R E N T LY E V O LV I N G NO CHANGES PLANNED

N OT E : b o t h p r o g r a m s a r e p l a n n e d to m e r g e u n d e r a n e w B 2 B L U X E loyalty p r o g r a m (project H E R A ) .
M o r e i n f o r m a t i o n to b e s h a r e d A S A P.
 WHY IS STEP EVOLVING?

CONTEXT:

 L u x u r y a g e n c i e s cat er t o h i g h n e t - w o r t h i n d i v i d u a l s
a n d m o s t of t h e s e a g e n c i e s are m e m b e r s o f a L u x u r y
P r o g r a m : Virtuoso, S i g n a t u r e , E n s e m b l e , Traveller M a d e,
 Be ready for the rebound
Select, G r a n d L u x u r y .

 8 0 % of t h e L u x u r y S a l e s p r o d u c t i o n c o m e s f r o m t h e s e
 Improve competitiveness
LuxuryPrograms’ agencies.
 Get access to more Luxury
 T h e s e p r o g r a m s are b y invitation o n l y a n d exclus ive,
a n d hotels m u s t provide v a l u e - a d d e d amenities.
M e m b e r a g e n c i e s b o o k first h o t e l s t h a t offer t h o s e
Agencies
amenities.
 Provide best-in-class
 A ll A c c o r l u x u r y c o m p e t i t o r s h a v e their o w n “preferred
p a rt n ers ” p r o g r a m a n d offer a m e n i t i e s , w h i c h is a
c o m p e t i t i v e a d v a n t a g e for their hotels.
experiences to high net-worth
 A s t h e r e b o u n d will b e d r i v e n b y L ei s ure, w e w a n t t o guests to increase loyalty
r e d e s i g n S T E P t o offer l u x u r y , l i f e s t y l e & p r e m i u m
ho t els this c o m p e t i t i v e a d v a n t a g e to g e t fro m t h e luxury
travel a g e n c i e s t h i s h i g h - v a l u e b u s i n e s s s t r e a m .
 Increase high-margin revenue
 BRANDS Scope
I ncl usi on of all Luxury, P r e m i u m & Lifestyle b r a n d s

Brands

TODAY Sofitel L e g e n d
SO/
Sofitel
Mgallery
A S O F J U N E 2021 Raffles
Faena
Sofitel L e g e n d
Fairmont
S b e (SLS, Mondrian, H o u s e of Originals, D e l a n o )
SO/
Sofitel
Rixos
Mgallery
21c
P u l l m a n (if g e o g r a p h i c a l l y relevant)
S w i s s ô t e l (if g e o g r a p h i c a l l y relevant)
M ö v e n p i c k (if g e o g r a p h i c a l l y relevant)

(+other Lifestyle b r a n d s o n c e fully integrated)

 Member Agencies Scope
More partner a g e n c i e s for h i g h e r reve n u e s

G u i d i n g P ri n c i p l e s :
• H i g h - p o t e n t i a l a g e n c i e s (selection of L u x u r y P r o g r a m s ’ m e m b e r s &
other partners)
• D i ve rs i f i c at i o n of g e o g r a p h i c a l fo o t p r i nt (Europe, S o u t h A me r i ca ,
Middle East, Asia)

A TOTAL OF
150+ AGENCIES
(subject to evolutions)

C L I C K H E R E TO S E E
THE LIST
STEP RATES AVAILABLE FOR MEMBER AGENCIES ONLY

 D e d i c a t e d S T E P G D S rat e a c c e s s c o d e ( S T P ) b a s e d o n
fully flexible rat e w i t h a m e n i t i e s (see n e x t slide) i n
G D S , o n t ravel p ro s .acco r.co m, or d i rect l y w i t h t h e hotel.

 D e d i c a t e d S T E P S u i t e R a t e c o d e ( S TS ) o n all fully
flexible rat e w i t h a m e n i t i e s (see n e x t slide) for S u i t e
bookings. Suites c a n b e b o o ked t h roug h GDS, o n
t ravel p ro s .ac co r.co m or d i rect l y w i t h t h e hotel.

 10% c o m m i s s i o n s o n r o o m s / 15% c o m m i s s i o n s o n
s u i t e o n S T E P rat es

 P r o m o t i o n a l offers (2=3, 3=4, 4=5) p r e l o a d e d i n t h e

s y s t e m a n d t o b e u s e d at hotels’ discretion.

R E B O U N D O F F E R : 15% c o m m i s s i o n s o n r o o m s a n d o n s u i te s
o n S T E P rate s (valid until 31st of J a n u a r y 2022)
 STEP BENEFITS FOR THE GUESTS

MANDATORY Amenities

Existing  D a i l y c o m p l i m e n t a r y b r e a k f a s t for 2

 E a r l y C h e c k - i n & L a t e C h e c k - o u t s u b j e c t t o availability

 M a n a g e m e n t g r e e t i n g u p o n arrival

 VIP Welcome Amenities

 C o m p l i m en t a r y H i g h - S p e e d Internet

 P e r s o n a l i z e d w e l c o m e n o t e n a m i n g t h e travel a g e n c y a n d travel a d vi s o r

NEW • C r e d i t ( U S D / E U R 5 0 o r U S D / E U R 100 – m a n d a t o r y , a m o u n t t o b e c h o s e n b y t h e
hotel)

• U p g r a d e a t t i m e of c h e c k - i n O R a t t i m e of b o o k i n g u p o n availability (to b e
c h o s e n b y the hotel)
 TIMELINE

A P R I L – B e f o r e A p ri l 16th A P R I L - M AY JUNE

• HOTELS OPT-IN • LO AD ING • LAUNCH OF NEW STEP

• C O M M U N I C AT I O N T O T H E
MEMBER AGENCIES
 6.4
ACCOR’S
LUXURY SALES TEAM
 LUXURY SALES TEAM

We have a Global Luxury Sales team dedicated to servicing Luxury Consortia Agents in some of the worlds
Biggest Luxury travel feeder markets like London, NYC, Miami, Paris, Dubai, Moscow etc.

In the SEA Hub the limited Luxury consortia agents are managed by our Hybrid Leisure Sales team. ( Refer to the
Organisational chart to locate your local leisure sales contact.

On the next slide you will find a list of our Global Luxury Sales Team.
 Luxe team contact

Ludivine ZANGERLE Farid ROUIBI Angelina ZHENG Leslie Dodson

Pascal VISINTAINER Ludivine.ZANGERLE@accor.com Farid.ROUIBI@accor.com Angelina.ZHENG@accor.com Leslie.DODSON@accor.com
Pascal.VISINTAINER@accor.com Regional Director of Luxury Sales Director, Luxury Sales Director Luxury Sales - North Asia Senior Director North America
VP Luxury Sales Middle East, India, Russia

Wendy GREENHALGH Eric FLOYD

Iris DE-VILLELE Ashraf ALMAGHTHEH Jeffrey LEVINE
Wendy.GREENHALGH@accor.com Eric.Floyd@accor.com
Iris.DE-VILLELE@accor.com Ashraf.ALMAGHTHEH@accor.com Jeffrey.Levine@accor.com
Director, Luxury Sales – Director
Director Luxury B2B Marketing & Director Of Sales Luxury TAs Global Sales Director
UK, Ireland, Spain & Scandinavia North America
Loyalty Middle East North America

Natalia PAVLOVA Hippolyte HAYEZ Graziella RAIMONDO Marco MARTINEZ

Mathilde ACAR
Natalia.PAVLOVA@accor.com Hippolyte.HAYEZ@accor.com Graziella.Raimondo@accor.com Marco.Martinez@accor.com
Mathilde.ACAR@accor.com
Business Development Manager Luxury Sales Coordinator Europe Global Sales Coordinator Regional Director Luxury Latin
Project Manager
Luxury & Upscale Brands America
Russia, Georgia, Ukraine, CIS
 CORPORATE SALES INTRODUCTION

Welcome
In this section we introduce you to the world of Corporate Sales at Accor. You will be able to explore how we provide
strategic guidance to you as part of our overall corporate sales strategy. I am also proud to lead a team of 13 resolute
and passionate sellers who oversee our strategic corporate customers. By partnering with our sales team we will
become an extension of yours.

How to Use The Corporate Playbook

There are 2 versions of the Playbook. You will find 1 Master Playbook that has all the sections stitched together or the
version that is broken down by section. In the Corporate section there are 5 parts as follows:

PART 1 - INTRODUCTION & MEET THE TEAM

PART 2 - BUSINESS TRAVEL
JESSICA KHOO PART 3 - AIRLINE SEGMENT
SALES LEADER FOR THE PART 4 - MEETINGS & EVENTS (M&E)
CORPROATE SEGMENT
PART 5 - TRAVEL MANAGEMENT COMPANIES (TMCs)

I hope you find the Playbook helpful and if you have any feedback or require any further assistance please be sure to
contact me or share with our team.
 1
THE CORPORATE TEAM
 The Corporate Team

JESSICA KHOO
Director Corporate Sales
SE Asia, Japan & SK

DAWN CHEN HELMY K.

Key Account Director Key Account Director
Singapore Indonesia

LIEN PHAM DION D

Key Account Director Key Account Director
Vietnam Indonesia

FUMITOSHI TAI ELIZABETH G.

Key Account Manager Key Account Manager
Japan Indonesia

EUGENE CHOI ANANTA W.

Key Account Director Key Account Manager
South Korea Indonesia
BASED IN

Singapore Ho Chi Minh Bali LEO SON

Key Account Director
Bangkok Tokyo South Korea
Jakarta Seoul

5 Manage Global Sales Accounts

 Corporate Sales Segments

BUSINESS MEETINGS
TMCs AIRLINE GOVERNMENT
TRAVEL & EVENTS

JESSICA K. JESSICA K. JESSICA K. JESSICA K. HELMY K.

Singapore & Malaysia Singapore & Malaysia Singapore Singapore & Malaysia Indonesia & Malaysia

EUGENE C. EUGENE C. LEO SON. EUGENE C. DAWN C.

South Korea South Korea South Korea South Korea Singapore

LEO SON. LEO S. EUGENE C. LEO SON. EUGENE C.

South Korea South Korea South Korea South Korea South Korea

LIEN P. LIEN P LIEN P.

LIEN P. LIEN P.
Vietnam Vietnam Vietnam Vietnam, Myanmar, Cambodia
Vietnam

HELMY K. HELMY K. HELMY K. FUMI

HELMY K.
Indonesia Indonesia INDONESIA Japan
Indonesia

FUMI FUMI TBA FUMI

Japan Japan Japan Japan

SALES SUPPORT DESK

Thailand, Singapore,
SALES SUPPORT SALES SUPPORT DESK
Thailand & Philippines
Indonesia DESK
 The Airline Team

JESSICA KHOO
Director Corporate Sales
SE Asia, Japan & SK

LIEN PHAM HELMY K

Key Account Director Key Account Director
Vietnam Indonesia

KHANOK-ON
FUMITOSHI TAI THONGWATANA
Key Account Manager Business Development Director
Japan SE Asia, Japan & SK

EUGENE CHOI LEO SON

Key Account Director Key Account Director
South Korea South Korea

BASED IN

Singapore Ho Chi Minh Bali

Bangkok Tokyo
Jakarta Seoul

Manage Global Airline Accounts

 AIRLINE LEADS & RELAYS
INDONESIA/ VIETNAM
MALAYSIA
SINGAPORE S. KOREA S. KOREA LEO
JAPAN THAILAND
JESSICA EUGENE PHILLIPINES FUMI TOON
HELMY LEO
LIEN

GLOBAL LEAD GLOBAL LEAD GLOBAL LEAD GLOBAL LEAD GLOBAL LEAD GLOBAL LEAD GLOBAL LEAD
GARUDA SINGAPORE AIRLINES JEJU AIR VIETNAM AIR ANA THAI AIRWAYS
ASIAN AIRLINES
LION AIR SILK AIR VIETJET JAPAN AIRLINES BANGKOK
KOREA AIRLINES
SRIWIJAYA & NAM ROYAL BRUNEI AIRWAYS
JIN AIR
AIRLINES PHILIPPINES
MALAYSIA AIRLINES AIRLINES
AIR ASIA
MALINDO AIR

Besides Managing the Crew tenders for the above Airlines globally, the above relays are the main
point of contact in each country for our Global Airline Teams. They help steer Air crew RFPs to
hotels that have identified a need for crew business. Make sure they are aware of your properties
needs thru the annual “CREW WISHLIST SOLICITATION PROCESS”
 AIRLINE CONTRACTING
S.E.A HUB MALAYSIA / INDONESIA
AIRLINES COMMERCIAL DIRECTOR LEO
IZAAC RFP TO S.E.A LEAD
S.E.A LEAD
HOTEL FOR CONSOLIDATION &
SINGAPORE AIRLINES
NEGOTIATING
KOREAN AIRLINES
JAPAN AIRLINES CREW WISH LIST
GARUDA

AIRLINES OUTSIDE
OUR HUB
HOTEL DIRECT
COPY RFP TO GLOBAL LEAD
GLOBAL LEAD FOR CONSOLIDATION &
QATAR S.E.A
EMIRATES LEAD NEGOTIATING
AIR FRANCE
S.E.A LEAD HOTEL
QANTAS

DECENTRALISED
AIRLINES S.E.A LEADS
HOTEL DIRECT COPY RFP TO S.E.A LEAD
WILL
S.E.A CHECK FOR CONSOLIDATION &
KUWAIT AIRLINES LEAD OTHER NEGOTIATING
THAI AIRWAYS S.E.A LEAD HOTEL
VIETNAM AIRLINES CITIES
 BUSINESS BUSINESS TMC AIRLINE
TRAVEL TRAVEL - ATS € 17.3m € 6.4 m
€ 15.2m € 13.2m

STRATEGIC REGIONAL SINGAPORE

STANDARD GLOBAL LEAD
LEAD CWT €5.04M
Jessica Khoo - Ang CHARTERED BANK
APPLE
ABBOTT
SUISSE
HPE / HPI*
Amex GBT €5.28M
BCD €2.56M
Singapore Airlines

Singapore Based KEY AMAT HALLIBURTON* FCM €1.40M

SINGTEL ABBIVE MICROSOFT RADIUS
DIRECTOR OF CORPORATE SALES MICRON
BP* MSD
SE Asia, Japan & SK CITI GSK
DHL GOLDMAN
DELL SACHS MALAYSIA
2019 REVENUE | € 46.3 NATIONAL GE* VISA HOLIDAY TOURS (CWT)
SHELL MCKINSEY
56 Accounts COCA COLA
CHEVRON
NESTLE*
DASSAULT*
PST TRAVEL (BCD)
MAYFLOWER (AMEX)
(SEE APPENDIX) EXXONMOBIL J&J ATPI Travel
CREDIT SEDUNIA
EXPERIAN AVNET
KEY OBJECTIVES: ILLUMINA UTAC TRAVEL(RADIUS)
• Manages Corporate Team ALLSCRIPTS OPENTEXT

• SEA, Japan & South Korea lead for

TELENOR
NATIONAL
BROADCOM
ROYAL TMC SUPPORT
TMCs
VARCO
TEMASEK
BRUNEI
SIAEC
ROLE
GLOBALFO VITAL ORG CWT – APAC Lead
• SEA , Japan & South Korea lead UNDRIES (GOVT SG) BCD - APAC Lead
for Airlines AMD
GIC
BESI
HONG
FCM -SEA Lead
AUTODESK LEONG
AMEX GBT
NETFLIX AEON AMEX TLS
SCOR
OCBC
DKSH
 BUSINESS TMCs AIRLINE M&E LEISURE
TRAVEL €4.6m € 3.6m € 86k € 16.7m
€ 8.26m

STRATEGIC & KEY TMC POS SK GLOBAL LEAD THIRD PARTIES TOUR OPERATOR
LG RTO INTL TRAVEL & HANA TOUR
REDCAP TOUR CO LTD
JEJU AIR CO. LTD TRADING CO LTD
NATIONAL HANA TOUR BUSINESS DMC
SERVICE INC. GAIR THE MICE
Eugene Choi WAUKESHA BEARINGS
SMILEGATE GLOBAL PASSAGE INC HANATOUR MICE
CHALET TRAVEL
AND LIFE
Seoul Based LOFTTOP
METLIFE INSURANCE SHIN HEUNG TRAVEL REDCAP AMEX M&E
KOREA LEAD
KEY ACCOUNT DIRECTOR AGENCY CO. LTD.
AIR CANADA
South Korea NUSKIN KOREA KOREA BCD KOREA
HAN JIN TRAVEL LIASON
SERVICE CO. LTD
ACTELOON KOREA AIRFRANCE-KLM IPR FORUM H.I.S
SEBANG TOUR KOREA
2019 REVENUE | € 29,694,611 CJ GROUP GLOBAL
KOREA TRAVEL AIR MACAU DESTINATION
LEGO KOREA LIMITED MANAGEMENT
IDTS COMPANY
COMPANY
KEY OBJECTIVES: AIG KOREA
LEO AND EUEGEN TMC
EXPO PLUS INC
• Corporate, leisure and crew PROD
SIMMTECH COMPANY -
contracting for all managed SOUTH KOREA BIZ TRAVEL
corporate accounts, including
contributor accounts in Sth Korea POD COM.
REGIONAL LEAD
and all M&E in South Korea
ASML HOLDING N.V. HONEW TOUR
• Managed POS South Korea for TMCs
KOREA
in South Korea HITACHI LTD

ROBERT BOSCH

SIEMENS AG
 BUSINESS TMCs M&E LEISURE
TRAVEL AIRLINE
€ 2.9m € 635k € 4.4m
€ 11.2m

STRATEGIC & KEY TMC POS IN SK GLOBAL LEAD TOUR OPERATOR

Leo Son SAMSUNG
SAMSUNG
HOSPITALITY KOREAN AIRLINES
THIRD PARTIES
MADX COMPANY
Seoul Based AMERICA INC.
HYUNDAI
ASIANA AIRLINES DMC
HANOORI
KEY ACCOUNT DIRECTOR MODETOUR LANDSTAR TOUR
South Korea NATIONAL JIN AIR CO. LTD VALUE TOUR MATAHARI TOUR &
US ARMY NETWORK INC.
MARKETING
DOOSAN INHA TOUR MONKEY TRAVEL
HANWHA GROUP GLOBAL TOUR'S
2019 REVENUE | € 19,625,019 POSCO SEJOONG TOUR
SOUTH KOREA
SHARP TEC&L
LOTTE CARD MEGA TRAVEL
NETWORK MICE
MICE
LIASON
KEY OBJECTIVES: GDMC
ILDONG TOUR HOUSE
• Manages Multi Segment MINISTRY OF
ENVIRONMENT WORLDWIDE. JTB
Corporate, Leisure, M&E and TOUR PLE
KOREA OK EDU TOUR
Airlines across Sth. Korea BIG HIT VIDAM KOREA
• Manages POS South Korea for ENTERTAINMENT SH TOUR
SHARP TRAVEL LOTTE CARD
TMCs in South Korea
• Hub lead for Airlines segment SERVICE CO. LTD.
SHINSEGAE BORNTOUR
with VP Sales as the Executive US ARMY
Sponsor EUROSTATION
REGIONAL LEAD MICE TOUR JTB

VOLVO HOTEL SHILLA

 BUSINESS BUSINESS TMCs MEETINGS & EVENT
TRAVEL TRAVEL - ATS AIRLINE
€ 90k € 573k
€ 754k € 6.4m

NATIONAL REGIONAL LEAD TMC – POS VN GLOBAL THIRD FOCUS

PARTIES
Pham Lien PHYTO
ADIDAS CONG TY TNHH DU VIETJET AIR SAIGON TOURIST
TO DEVELOP

GOVERNMENT
Ho Chi Minh City Based PHARMACEUTICAL LICH THIEN THANH TRAVEL
ASIAN
DEVELOPMENT VIETNAM E-COMMERCE
TRANSVIET TRAVEL
KEY ACCOUNT DIRECTOR PFIZER BANK CONG TY CO PHAN
AIRLINES VIETRAVEL
Vietnam FINTECH +
HOFFMAN LA PHAT THANH GIANG FIDITOUR
BOEHRINGER FINANCIAL SERVICES
ROCHE VIETNAM INGELHEIM + INSURANCE
2MORROW VIETTOURS
2019 REVENUE | € 7,877,248 HO CHI MINH CITY EXPLORER
MANUFACTURING,
H & M HENNES &
DEPARTMENT OF EXO TRAVEL
MAURITZ AB FLIGHT TRAVEL
TOURISM FMCG
KEY OBJECTIVES: LG GROUP ( LG
PACIFIC WORLD
• Corporate and crew OLDENDORFF CONG TY TNHH
ELECTRONICS) SHIPPING +
THUONG MAI DICH PHU BAO TOURS
contracting for all managed CARRIERS VIETNAM
VU QUANG THINH
LOGISTICS
corporate accounts, including NOVARTIS PHARMA
CONG TY CỔ PHẦN PHARMACEUTICAL
contributor accounts in GỐM SỨ SANG TẠO SAMSUNG
PFIZER (MSD/ABBOTT/
Vietnam and all meetings & VIỆT NAM HOSPITALITY
GSK/ABBVIE/ALLERG
events in Vietnam VIETNAM
SAMSUNG AN, ASTRA ZENECA,
• Manage POS Vietnam for TMCs SANOFI, ASTRA
in Vietnam SANOFI ZENECA)

SIEMENS

WORLD BANK
 BUSINESS TRAVEL AIRLINE TMCs GOVERNMENT
(Includes GOVT FIT)
€ 8.9m €3.5 M M&E
€ 2.4m €448k
NATIONAL REGIONAL LEAD GLOBAL LEAD INDONESIAN
INDONESIA TMC
PT TELKOM GOVERNMENT
INDONESIA TBK DELOITTE (MY) GARUDA
(KEMENTERIAN = K)
Helmy Kurniawan TELKOMSEL HUAWEI
INDONESIA

K. KEUANGAN
Jakarta Based TECHNOLOGIES LION AIR
BANK TABUNGAN CO. LTD. (MY) K. LUAR NEGERI
KEY ACCOUNT DIRECTOR NEGARA SRIWIJAYA & NAM K. LINGKUNGAN HIDUP DAN
Indonesia PHILIPS AIRLINES KEHUTANAN K. HUKUM &
HAM
2019 REVENUE | € 15,200,000 MEDIA TELEVISI INTERNATIONAL
(MY) K.KOORDINATOR BIDANG
INDONESIA PT
MALINDO KEMARITIMAN (BADAN
INDOSAT SCHLUMBERGER AIRLINES KOORDINASI PENANAMAN
(MY) MODAL
KEY OBJECTIVES: CIMB MALAYSIA
• Leads the national Corporate sales SIEMENS AG (MY) AIRLINES
team in Indonesia PETRONAS
MALAYSIAN GOVERNMENT
REGIONAL LEAD
• Champion for the Government and
UNIVERSITI
Ministries Segment in Indonesia and MALAYSIA UZBEKISTAN EMBASSY
Malaysia AIRWAYS SAUDI ARABIA
• Corporate, Meetings & Events and FOCUS & TO
crew contracting for all managed DEVELOP
corporate accounts, including INDUSTRY FOR
contributor accounts in Indonesia M&E
• Managed POS Indonesia for TMCs in
FINANCIAL
Indonesia INSTITUTIONS &
• Lead for Malaysian Accounts across CONSULTANCY
Leisure, Airline & Corporate segments
 BUSINESS TRAVEL
BUSINESS TRAVEL ATS GOVERNMENT
€ 1.9 m € 150 k
18 GOVERNMENT &MINISTRIES
NATIONAL REGIONAL LEAD (KEMENTERIAN = (K)
K. AGAMA
BANK INDONESIA DELOITTE K. BADAN USAHA MILIK NEGARA KEMENTERIAN
BANK MANDIRI (PERSERO) TBK HONDA MOTOR CO. LTD. DALAM NEGERI
MASTER HUAWEI TECHNOLOGIES CO. LTD. K. KOMUNIKASI DAN INFORMATIKA
CONOCO PHILLIPS INDONESIA NOVARTIS PHARMA AG K. KOPERASI DAN USAHA KECIL DAN MENENGAH
INC. LIMITED SAMSUNG ELECTRIC CO. LTD. K. PARIWISATA DAN EKNONOMI KREATIF

Dion Darmawan CT CORPORATION

CIPUTRA
UNILEVER PLC K. PEMBERDAYAAN PEREMPUAN DAN
PERLINDUNGAN ANAK
Jakarta Based ENI MUARA BAKAU BV K. PENDAYAGUNAAN APARATUR NEGARA
MEDCO ENERGI K.PERDAGANGAN
KEY ACCOUNT DIRECTOR INTERNASIONAL PT TBK
MEETINGS & EVENTS
K. PERENCANAAN PEMBANGUNAN NASIONAL
OTORITAS JASA KEUANGAN K. SEKRETARIAT NEGARA RI
Indonesia
PT ASTRA GROUP € 5.9 m KEPOLISIAN NEGARA REPUBLIK INDONESIA
PEMERINTAH DKI JAKARTA BADAN NASIONAL PENANGGULANGAN TERORISME
PT DJARUM JAKARTA BADAN PENGAWAS PEMILIHAN UMUM REPUBLIK
PT MAXIMA PRIMA SEJAHTERA INDONESIA
2019 REVENUE | € 13,796,671 SKK MIGAS MICE INTERMEDIARIES ANGKASA PURA 1
SAMPOERNA ANGKASA PURA 2
PT WASKITA KARYAP PANORAMA JTB** AIRNAV INDONESIA
• Corporate and Meetings & Events KEPOLISIAN NEGARA REPUBLIK INDONESIA
PT PELABUHAN INDONESIA ORANGE INCENTIVE
contracting for all managed corporate LAUTAN LUAS PT TBK PANORAMA TOURS OBAJA TOUR
Generated : € 4.0M of M&E revenue in Y2019
and government accounts including FOCUS & TO DEVELOP ANTAVAYA DWIDATA **
contributor accounts in Indonesia INDUSTRY FOR M&E SMAILING TOUR** LOCAL DMC &
• Develop new accounts from the MLM, MY TOURS MIDDLE EAST MARKET
Petrochemicals, Banking & Finance FINANCIAL INSTITUTIONS & BAYU BUANA TRAVEL ** € 5.7 m
CONSULTANCY WITA TOUT
and Consultancy industries. ASTRINDO TRAVEL
• Manage the Local DMCs and MICE GO INDONESIA TOURS
MLM GOLDEN RAMA FANADIQ INDONESIA
Intermediaries based in Indonesia CHAN BROTHERS AMPHURI
PETROLCHEMICALS FOKUS IMDONESIA
MARINTUR**
** MASTER ACCOUNT OWNER: LIN. ANIMATOR FOR MICE & LOCAL DMCs
 BUSINESS BUSINESS TRAVEL -
TRAVEL ATS GOVERNMENT M&E
€ 2.5 m € 623 k

NATIONAL REGIONAL LEAD GOVERNMENT MINISTRIES

(KEMENTERIAN = K)
BAYER AG K. KESEHATAN
PERTAMINA PT
EXXONMOBIL RESEARCH AND K. PENDIDIKAN DAN KEBUDAYAAN
ENGINEERING COMPANY K. SOSIAL
BANK NEGARA INDONESIA
KOMISI PEMILIHAN UMUM
Ananta Sandi (PERSERO)
PHILIPS INTERNATIONAL B.V.
SCHLUMBERGER BADAN PUSAT STATISTIK
MAHKAMAH AGUNG RI
Jakarta Based PT WAHANA OTTOMITRA
K. PERTANIAN
MULTIARTHA TBK
K. PEMUDA DAN OLAHRAGA
KEY ACCOUNT MANAGER K. DESA PEMBANGUNAN DAERAH TERTINGGAL DAN
KALBE FARMA MASTER
Indonesia TRANSMIGRASI
PERUSAHAAN LISTRIK NEGARA (PERSERO) PT
TIARA MARGA TRAKINDO PT
BADAN PENYELENGGARA JAMINAN SOSIAL
PSSI
KETENAGAKERJAAN
2019 REVENUE | € 17,992,837 TASPEN
BADAN PENYELENGGARA JAMINAN SOSIAL
KESEHATAN
BADAN NASIONAL PENANGGULANGAN BENCANA
BUKIT ASAM (PERSERO) MEETINGS & EVENTS BADAN PEMERIKSA KEUANGAN
KEY OBJECTIVES: € 14.8 m MAHKAMAH KONSTITUSI
• Corporate and Meetings & BANK BTBN
BADAN NASIONAL PENEMPATAN DAN
Events contracting for all PERLINDUNGAN
BADAN KEPENDUDUKAN
managed corporate and DAN KELUARGA
government accounts FOCUS & TO DEVELOP
BERENCANA INDUSTRY FOR M&E Government Segment Generated : € 4.2M of M&E
including contributor revenue in Y2019 included under M&E Total
accounts in Indonesia
• Develop new accounts EDUCATION
from the Education,
Banking & Finance and FINANCIAL INSTITUTIONS &
CONSULTANCY
Consultancy industries.
 BUSINESS BUSINESS
TRAVEL TRAVEL - ATS GOVERNMENT
€ 1.9m € 641k

NATIONAL REGIONAL LEAD GOVERNMENT & MINISTRIES

(KEMENTERIAN = K)
BANK RAKYAT INDONESIA AIA GROUP
K. AGRARIA DAN TATA RUANG
DARYA VARIA DBS BANK K. BIDANG PEMBANGUNAN MANUSIA DAN KEBUDAYAAN

Elizabeth Gultom JAPFA INDONESIA DUPONT

K. ENERGI DAN SUMBER DAYA MINERAL
K. KELAUTAN DAN PERIKANAN
Jakarta Based K. KETENAGAKERJAAN INDONESIA
ENI SPA K. KOORDINATOR BIDANG PEREKONOMIAN
K. KOORDINATOR BIDANG POLITIK HUKUM DAN
KEY ACCOUNT MANAGER SYNGENTA KEAMANAN
Indonesia K. PEKERJAAN UMUM DAN PERUMAHAN RAKYAT
NESTLE K. PERHUBUNGAN
K. PERINDUSTRIAN
K. PERTAHANAN NASIONAL
K. RISET TEKNOLOGI / RISET DAN INOVASI
2019 REVENUE | € 11,321,658 BADAN KEAMANAN LAUT RI
BADAN METEOROLOGI KLIMATOLOGI DAN GEOFISIKA
DPR / MPR REPUBLIK INDONESIA
KEY OBJECTIVES: MEETINGS & KOMISI PENGAWAS DAN PERSAINGAN USAHA
• Corporate and Meetings & EVENTS LEMBAGA KEBIJAKAN PENGADAAN BARANG/JASA
Events contracting for all € 8.6 m PEMERINTAH
managed corporate and MABES ANGKATAN DARAT (Indonesian Army)
TENTARA NASIONAL INDONESIA (Indonesian Armed Forces)
government accounts
including contributor accounts EMBASSIES
FOCUS & TO DEVELOP
in Indonesia
INDUSTRY FOR M&E
• Develop new accounts from EMBASSY AUSTRALIA
the Pharmaceutical and US EMBASSY
PHARMACEUTICAL /
Medical industry MEDICAL Generated : € 2.4M of M&E revenue in Y2019
 BUSINESS TMCs AIRLINE M&E
TRAVEL € 8.2m € 7.7m € 698k
€ 8.6m
STRATEGIC & KEY TMC POS IN JAPAN GLOBAL LEAD THIRD PARTIES
NATIONAL
K.K.HITACHI TRAVEL ALL NIPPON
NTT BUREAU AIRWAYS
PANASONIC TOPPAN TRAVEL
SUMITOMO NISSAN
SUNTORY HTB – BCD TRAVEL
JAPAN AIRLINES

Fumitoshi Tai MARUBENI

MITSUI
MITSUBISHI
NTT TRAVEL
NSF
TOYOTA TOURIST
Tokyo Based TOKYO ELECTRON NOE
ITOCHU M.O TOURIST
KEY ACCOUNTS MODEC NISSIN
KAO HONDA KAIHATSU
Japan .YOKOKAWA CO LTD
2019 REVENUE | € 18,090,092 NEC
AJINAMOTO
JTB BUSINESS
TRAVEL SOLUTIONS
ISUZU MOTORS INC
SHISEIDO HANKYU HANSHIN
KOBE STEEL RYOWA DIAMOND
KEY OBJECTIVES: NIPPON STEEL AIR SERVICE CO.
• Corporate and crew contracting DENTSU LTD.
SOJITZ NISSIN TRAVEL
for all managed corporate
NOMURA NANKAI KOKUSAI
accounts, including contributor YANMAR RYOKO
accounts in Japan and all OTSUKA
NITTO DENKO
meetings & events in Japan
TOYO INK
• Managed POS Japan for TMCs FAST RETAILING
in Japan FUJITSU
NIKKO
SANTEN
TOSHIBACHEMICALS JTB
 2
BUSINESS TRAVEL - Corporate RFPs
 TYPES OF CORPORATE ACCOUNTS

Previous year Qualitative Calculated

+
production Question Ratio Classification

Every year we perform a process called Account

Scoring, looking at quantitative* and qualitative*
information to validate and classify our corporate
accounts.

*Quantitative (includes a review of account revenue from previous

year for existing client and forecast revenue for new clients)

*Qualitative (includes a questionnaire to assess the strength of the

relationship and customers ability and desire to build a partnership,
grow our share of business and shift market share to Accor)
 Accounts Managed in SEA HUB

STRATEGIC ACCOUNTS KEY ACCOUNTS

 WHO MANAGES THESE ACCOUNTS?

Each year we set up Account Teams around our Strategic and Key Accounts to ensure
we have 1 Global Account Manager supported by regional Account Managers in the
HUBs to support and grow business from our Top accounts. If an account has sufficient
business into our Hub or potential to grow and has an active travel manager in our HUB
to influence the buying decision an account manager will be dedicated to that account.

Account Contributor International Sales Coordinator

Global Account Manager
Is an Account Manager who The ISC facilitate the RFP process
Owns the overall relationship with
works with the Global Account alongside the Global Account
the Strategic or Key account. They
Manager to support and grow Managers, Account Contributors
are usually located in the same
the account in their HUB. Their and Hotels.
destination as the accounts main
decision maker. Refer to ANAIS to key objective is to manage and
locate any Global Strategic or Key grow the relationship in their
Account Manager. hub and roll up feedback to the
Global KAM to help influence
account strategy.
 RFP Season

The RFP season is the main time of the year to contract Corporate Business Travel
Accounts. Over recent years the season has been erratic with extended periods of
contracting. Generally the main period or contracting starts in June and extends to
January. Some Accounts contract off season starting in November and ending in March.
Its not unusual to be contracting year round in some markets.

There are a number of steps involved in the contracting process as follows.

RFP FINAL STATUS

1 2 3 4
RFI NEGOTIATION
 Request For Information (RFI)

The RFI is the process where the Global Account Manager is prompted to prepare for
the client’s upcoming official RFP.

This is usually an internal process that starts with the Global Account Manager, Account
Contributors and International Sales Coordinator (ISC) via ANAIS to begin preparations
for the RFP.

Business cases must be provided when submitting the RFI and it should be
personalized for each of the accounts. It is important to note that Global Account
Managers will only put forward hotels that meet the accounts’ requirements.

Only submit business cases where there is a match between the accounts travel needs
and your Hotel. When in doubt speak to your local account lead.
 Building a Business Case

Writing a strong business case is your first opportunity to get noticed by the account
and allows the Global Account Manager to review the quality of the match between
what you have to offer and what the account is looking for.

Key things to consider when building a business case:

• Do not include hotel descriptions

• Business cases should be precise, short and to the point
• Provide historical room night production
• Proximity to the client’s office
• Local relationship status

Submitting the business case is the first step to being shortlisted. If the account accepts
your bid for inclusion you will be invited to submit an RFP as your next step.
 RFP Process
RFP ( Request For Proposal) is the main bidding process where accounts will solicit hotels
from around the world. The starting point for the RFP process begins with the Global
Account Manager and ISC (International Sales Coordinator) who will set the RFP up for
hotels to respond.

Carefully review the accounts requirements, terms and conditions before submitting the
proposal. Hotels need to enter the rate offer and answer the account’s specific questions
in Cvent (formerly Lanyon).

Hotels are responsible to monitor and respond to all requests on time. We suggest hotels
assign an RFP ambassador to monitor incoming requests to avoid missing RFP invites
and deadlines.

RFP HOTELS RFP HOTELS BID IS RE- FINAL

STATUS
NEGOTATION
CREATED SELECTED LAUNCHED RESPONDS SUBMITTED (Acceptance)

Client Sales – KAM/ISC Hotel

 Establish clear goals upfront Communication is key
to set direction for your team
• Perform contract analysis of prior RFP season to • Use ANAIS to approach Global Sales Office to
identify target accounts to ensure the right business gain feedbacks, client needs and expectations
for your hotel
• Provide market updates to Global Key Account
• Anticipate the RFP calendar to be aware of RFP Manager to pitch your hotel to clients
timeline

Prepare and personalize Respond quickly and

business case correctly
• Mobilize your team and appoint RFP ambassador
• Understand clients’ requirements and outline to monitor incoming requests during RFP season
your negotiation strategy
• Carefully review client’s requirement before submit
• Personalize your business case with information the offer and respect deadline
to give you opportunity to bid and avoid using
hotel description
 3
AIRLINE
 ARE YOU CONSIDERING AIRCREW FOR YOUR HOTEL ?
CHECKLIST TO GET STARTED

If you are looking for Aircrew or Airline segment business for your hotel there are number of
things in this Playbook you need to know to get started.

• SALES LEADS – Find out who your Airline contact is in the HUB for your country and express
your desire to secure aircrew business.

• AIRLCREW WISH LIST – Your sales lead will ask you to complete the wishlist. Check the
section in the playbook to familiarize yourself with the form

• BEST PRACTICES – Each new hotel bidding for new crew should submit a visual
presentation along with the RFP to help the airline evaluate your bid. A copy is included in
the Best Practice section. We have also provided you with handy tips and a site inspection
checklist to ensure you are prepared for the a comprehensive site inspection should your
property be shortlisted.
 TYPES OF OPPORTUNITIES
BUSINESS TYPES / OPPORTUNITIES

Most of us are familiar with the aircrew opportunities, however the segment
consists of 6 types of opportunities available for hotels to pursue. These are:

1. Air crew
2. Cargo crew
3. Technical crew
4. Distressed Passenger Accommodation (Delayed or Cancelled flights)
5. MRO – Maintenance, Repair and Overhaul
6. Aviation Training Centers who host training for pilots and crew

On the next slide you can see an example of how we work with Singapore Airlines.
 Airlines
BUSINESS TYPES

Distressed Aviation Training

Aircrew Cargo crew Technical crew MRO
Passengers Centres
• Compensation & • Compensation & • Compensation & • Airlines • Airlines’ aircraft • Airline Training
Benefits (HR) Benefits (HR) Benefits (HR) • Station engineers, Centres
• Procurement • Procurement • Procurement Managers managers and • Civil Aviation
and Supply and Supply and Supply • Airport administrative Authorities
Chain Chain Chain officers • BOEING
Stakeholders • Agents / Brokers
Management Management Management • MRO Facilities’ • AIRBUS
• Station • Station • Station team
Managers Managers Managers
• Union • Union • Union
• Captain • Captain • Captain

Contract term As and when its

Preferably in the same hotel. Typically a 2 Years contract required. Project basis

EXAMPLE
 3.1
AIRLINE LEADS
 YOUR AIRLINE CONTACTS
INDONESIA/ VIETNAM
MALAYSIA
SINGAPORE S. KOREA S. KOREA LEO
JAPAN THAILAND
JESSICA EUGENE PHILLIPINES FUMI TOON
HELMY LEO
LIEN

GLOBAL LEAD GLOBAL LEAD GLOBAL LEAD GLOBAL LEAD GLOBAL LEAD GLOBAL LEAD GLOBAL LEAD
GARUDA SINGAPORE AIRLINES JEJU AIR VIETNAM AIR ANA THAI AIRWAYS
ASIANAIRLINES
LION AIR SILK AIR VIETJET JAPAN AIRLINES BANGKOK
KOREA AIRLINES
SRIWIJAYA & NAM ROYAL BRUNEI AIRWAYS
JIN AIR
AIRLINES PHILIPPINES
MALAYSIA AIRLINES AIRLINES
AIR ASIA
MALINDO AIR

Besides Managing the Crew tenders for the above Airlines globally, the above relays are the main
point of contact in each country for our Global Airline Teams. They help steer Air crew RFPs to
hotels that have identified a need for crew business. Make sure they are aware of your properties
needs thru the annual “CREW WISHLIST SOLICITATION PROCESS”
 AIRLINE CONTRACTING
S.E.A HUB
AIRLINES MALAYSIA / INDONESIA
COMMERCIAL DIRECTOR
RFP TO S.E.A LEAD
S.E.A LEAD
HOTEL FOR CONSOLIDATION &
SINGAPORE AIRLINES
NEGOTIATING
KOREAN AIRLINES
JAPAN AIRLINES CREW WISH LIST
GARUDA

AIRLINES OUTSIDE
OUR HUB
HOTEL DIRECT RFP TO GLOBAL LEAD
COPY
GLOBAL LEAD FOR CONSOLIDATION &
QATAR S.E.A
EMIRATES LEAD NEGOTIATING
AIR FRANCE
S.E.A LEAD HOTEL
QANTAS

DECENTRALISED
AIRLINES S.E.A LEADS
HOTEL DIRECT COPY RFP TO S.E.A LEAD
WILL
S.E.A CHECK FOR CONSOLIDATION &
KUWAIT AIRLINES LEAD OTHER NEGOTIATING
THAI AIRWAYS S.E.A LEAD HOTEL
VIETNAM AIRLINES CITIES
 3.2
BEST PRACTICES
 IMPORTANT FEATURES TO CONSIDER
THE DOS AND DONTS

Only show rooms you are offering to Crew If Only show No meeting rooms please as they are irrelevant
DO NOT send over your standard hotel presentation as other rooms and suites if you intend to provide these unless it is used for crew breakfast
we will ask you to resubmit a Crew Friendly version at the crew rate like upgrades for Pilots.
.
Best indicative offers to be submitted at first time for Do not add pictures of your Executive club Lounge if its
short selection process. not included in the price. If included only for Captains,
please clearly state that on the picture.
No Twin Rooms or Murphy Beds / Black Out Blinds and
noise proof rooms essential. No air conditioning noises
or sounds from hallway or liftwell.

Provide details on local shops, restaurants, bars and places No to rooms with connecting door. Rooms locking device
Do include information, operation hours and that are relevant for the crew. EG:for Japanese crew and they must be on the second floor at least.
photos of the hotel’s restaurants and bars highlight the local “Onsens” ( bathhouses, Japanese
Restaurants and Bars. For multi national airlines like No where near elevators, ice machines, stairwells,
.
Room Service is now a mandatory Emirates and Qatar, highlight International dining and emergency exit doors and other “noise sources” – and
requirement in most crew contracts shopping options with transportation links. soundproofing is a definite must. Crew Floor Security
Do not include night club information near hotel. Patrol and CCTV Coverage,. Emergency exits / evacuation
Discounted room service menu Mention Hotel Shuttle Services to shopping or local plans are important to share.
attractions Guest privacy policy and handling of external phone calls..

.
Location Preferences:
Short layover – Airport Hotels | Long layover – City Hotels
 3.3
A Sample of a Hotel Presentation to submit
with your Aircrew RFP
 NAME OF HOTEL
X KM FROM FULL NAME OF CITY AIRPORT & AIRPORT CODE

• Expressway : Phetchburi Toll Plaza takes 30-45 minutes

• Expressway : Rama 4 Toll Plaza takes 40-60 minutes
 HOTEL NAME
X KM FROM FULL NAME OF CITY AIRPORT & AIRPORT CODE
 HOTEL NAME
X KM FROM FULL NAME OF CITY AIRPORT & AIRPORT CODE

Hotel Building Breakfast Room Dedicated Check In Area

 NAME OF HOTEL
X KM FROM FULL NAME OF CITY AIRPORT & AIRPORT CODE

• Dean & Deluca Coffee & Grocery Store : 400 meters

• 7-11 Convenience store : 9 minutes walk/750 meters
• Hyde & Seek Restaurant : 3 minutes walk
• Etc………
• ABFSDJ ER
 3.4
SITE INSPECTION CHECKLIST
 Airlines
EXAMPLE OF A CHECKLIST

Items Evaluation

Safety Room Locking Device Excellent / Average / Needs Improvement

Guest Privacy Policy Guest Info Protected / Not Protected

External Phone Calls Handling Procedure Privacy Protected / Not Protected

Crew Floor Security Patrol Patrol Available / Not Available

CCTV Coverage Area Excellent / Average / Needs Improvement

Room Condition of Room / Bed Excellent / Average / Needs Improvement

Noise Protection / Air Circulation

Internet Access / Cost Free / Extra Cost

Other Items Hair Dryer / Iron etc.

Lounge Availability / Security

Internet Access

Other Facilities

Tax Category Surtax exempt

Other Tax categories

 Airlines
EXAMPLE OF A CHECKLIST

Items Evaluation

Room Availability / Guarantee Room Availability / Guarantee

Average Check In waiting time

Room assignment method Fixed / Changed Randomly

Surroundings Safety

Restaurants

Public Transportation

Other Items

Crew Shuttle Arrival Time / Standby Time

Same Bus / Driver

Condition of Vehicle

Shuttle Bus

Invoice Procedure Invoice Payment Term

Late Payment Penalty

Others Current crew hotel

Breakfast
 4
MEETINGS & EVENTS
M&E
 4.1
PREFERRED PARTNERS
 OUR PREFERRED PARTNERS

High
Strategic
Revenue
 90,8m€ in 2018 Clients  Contracted as agents for major
corporate accounts. 70% is
 +100m€ in 2019 Pharma Business.

Global
Reach Best In  Automated Business tracking
 International network Over 70 Class
 Supplier management team
Countries
 Project to acquire new partners to  Key information sharing

keep their expansion  Preferred supplier program

 Key facts: 2018 Performance
• Accor Legacy + FRS brands included
• Figures from Cognos,
• Bookings with a stay date between 01/01/2018 and 31/12/2018
• Amex, CWT, BCD, HB and MCI figures

89% LATAM
1% AMEA
1%
Preferred
Hotels 11 % ASPAC
6%
Non
preferred
Hotels EUROPE 35,000,000 €
NORAM 48%
44% 30,000,000 €

25,000,000 €

20,000,000 €

15,000,000 €

10,000,000 €

5,000,000 €

0€
HB AMEX CWT BCD MCI
 American Express Meetings & Events

 AMEX is the 2nd Global M&E Agency for Accor  Preferred partner tag on Cvent  2018 Revenue with Accor : 19,8m€
 Internal Sourcing tool, which increase visibility
 Amex has offices in 137 countries and opportunity to receive qualified leads  Preferred Hotels : 87% of the revenue
 Dedicated space on Meetings Source, Amex generated
 It now includes Banks Sadler and HRG online global supplier platform
 Branding, case studies and stories features in  Top destination countries with Accor:
 Main Corporate Accounts identified with their global employee newsletter (submitted by France, USA, UK, Spain, Germany
Accor : United Health Group, J&J, World Bank, their meeting planners)
AZ, MSD, Renault-Nissan  Access to their teams (office visits, site visits, Figures extracted from Cognos
Includes Legacy and FRS
fam trips, webinar, events sponsoring)
 https://www.amexglobalbusinesstravel.com/  Annual Amex events: Inter[action] in NORAM
and HorizON in EMEA.

With the recent acquisitions of Banks Sadler and HRG, Amex tend to be a leader
on the M&E and Travel segments.
 BCD Meetings & Events

 BCD is the 4th Global M&E Agency for Accor  Strong internal process to push preferred  2018 Revenue with Accor : 14,9m€
suppliers.
 BCD is based in over 50 global location.  Preferred Hotels : 80% of the revenue
 Global procurement team willing to hold generated
 It now includes Zibrant and Grassroots exclusive events with Accor teams during
international tradeshows  Top destination countries with Accor:
 Main Corporate Accounts identified with USA, Spain, UK, France
Accor : Bank of America, Cisco, PWC, E&Y,  BCD internal newsletter
Genetech, Pfizer, Centrica, Philips. Figures extracted from Cognos
Includes Legacy and FRS
 Access to their teams (office visits, site visits,
 https://www.bcdme.com/ fam trips, webinar, events sponsoring)

With the recent acquisitions of Zibrant and Grassroots, BCD has positioned itself
as a key player in Europe.
 CWT Meetings & Events

 CWT M&E is the 3rd Global M&E Agency for  Preferred partner tag on Cvent  2018 Revenue with Accor : 16,2m€
Accor
 Strong internal process to push preferred  Preferred Hotels : 89% of the revenue
 CWT has 68 offices worldwide. suppliers. generated

 Main Corporate Accounts identified with  CWT internal newsletter  Top destination countries with Accor:
Accor : Apple, Shell, Lilly, J&J, Amazon, BP. US, France, Canada, UK
 Access to their teams (office visits, site visits,
 https://www.cwt-meetings-events.com/ fam trips, events sponsoring) Figures extracted from Cognos
Includes Legacy and FRS

With a new internal organization in place, CWT is now having a supplier procurement
team per region. One of the objective is to shift market share to preferred suppliers
 MCI Information

 MCI M&E is the 5th Global M&E Agency for  Preferred partner tag on Cvent  2018 Revenue with Accor : 8,2m€
Accor
 Strong internal process to push preferred  Preferred Hotels : 83% of the revenue
 MCI has 61 offices in 31 countries. suppliers. generated
 All sourcing is centralized in Geneva (HQ)
 Several MCI internal tools available, to increase  Top destination countries with Accor:
 MCI business is 50% M&E and 50% PCO. visibilities (newsletter, banner on internal France, Spain, Netherland, Switzerland
platform, screens in MCI offices)
 Main Corporate Accounts identified with Figures extracted from Cognos
Accor : Novartis, Bayer, AZ, Biogen, Lilly. Includes Legacy and FRS
 Access to their teams (office visits, site visits,
fam trips, events sponsoring)
 https://www.mci-group.com/

MCI main offices are located in Geneva (Switzerland) and Dallas (US). MCI is planning to
open a large office in Singapore, to target the APAC market.
 HelmsBriscoe

 HB has become the 1st Global M&E Agency  Preferred partner tag on Cvent, called HB  2018 Revenue with Accor : 31,7m€
for Accor, since the FRHI acquisition. connect (HB’s proprietary version of Cvent)
 HB Inspect Mobile App (internal site inspection  Preferred Hotels : 94% of the revenue
 HB employees are called “associates”. All technology), listing associates and clients generated
associates are home based. feedbacks
 Social medias, as HB is active on LinkedIN  Top destination countries with Accor:
 HB has 1400 associates in 55 countries  Sharing any current promotion with associates on US, Canada, France, Spain, Australia
HB internal portal
 Main Corporate Accounts identified with  Opportunity to meet with associates, hosting Figures extracted from Cognos
Accor : Abbott, Dell, Google. HB is mainly events, functions, Fam trips for local team and Includes Legacy and FRS
targeting SME companies. 17 global accounts their clients.
in total (only 10% of their business).  Annual HB events: ABC in NORAM and ERM in
EMEA
 https://www.helmsbriscoe.com/  Workshop opportunities dedicated to hoteliers

Today, most business realized by HB is coming from the US. However, HB project is to grow
in Europe (from 180 associates today, to 500 in coming years). They have launched an
important recruitment campaign in this region (mainly South Europe).
 4.2
PREFERRED PARTNER PROGRAMS
SOLICITATION & BENEFITS
 BECOMING A PREFERRED HOTEL
There are 2 types of global deals with our Preferred Partners

GLOBAL DEAL 1 : OVERRIDE MODEL GLOBAL DEAL 2 : ADVANCE COMMISSION

[+ ]
[ + ]

Pay between 2% and 3% of total M&E business

Pay a standard commission of 10%,
generated per account in your hotel, depending on
with 5% being paid upon 1st deposit payment
the agency’s performance within all Accor
- Calculated on accommodation revenue only -
participating hotels

HOT TIPS
Respect Rate Parity
Ensure on time commission payment
Provide value-adds
Answer on time to partners’ request
Ensure up to date knowledge of CVENT
 GLOBAL DEAL 1 : ANNUAL OVERRIDES

2% overrides(1) to be paid upon a Worldwide Target achievement

1
Targets 2020 Incentive 2020 (1) Override
% to apply on Total Revenue generated within the Hotel,
Excl. 15% VAT and 8% Standard Commission, For bookings with
start date between January 1st and December 31st
WW Target 2%

• Percentage for each agency as it will depend of each agency’s performance.

• Your hotel has to be deployed in Fastcom

• Banks Sadler and HRG are part of the Amex deal.

• Zibrant and Grassroots are part of the CWT deal.

 GLOBAL DEAL 2 : ADVANCE COMMISSION

• Calculated on room revenue

• Standard commission has to be paid centrally (not using FastCom)
• When 1st deposit is paid, the partner sends an invoice of 5% on total room
revenue to the hotel for payment
• After full payment of the final invoice, the remaining 5% of commission is
paid by the hotel
• If hotel is also paying commissions on F&B and meeting space,
commissions will be paid after full payment of the final invoice.
• Guaranteed reimbursement of commission in case of cancellation
 PRERERRDED BENEFITS FOR ACCOR & HOTELS

GLOBALLY LOCAL / COUNTRY LEVEL

• Minimum 2 Business Reviews per year, including share of
• Access to operation teams, through sales missions
strategic information (market share, wins&losses
and/or webinars and/or hotels presentations (at least 3
accounts)
times a year in key countries).
• Updated Organisational Chart of Meeting Planners and
• Access to end user client: events including agency, Accor
Decision makers each semester with information for
and final client.
each national/regional office (director name, accounts
• Attend at least 1 fam trip per key country per year (if
managed.
scheduled by local Accor team).
• Support need Accor Hotels identified by Accor.
• Local agency to provide to its dedicated Accor account
• Encourage local agency offices to get a training on Accor
manager, an updated list of current team, twice a year.
brands
• To provide on a quarterly basis wins & losses accounts.
 KEY PARTNER PROGRAM BENEFITS
Non
preferred Preferred
Preferred
hotels hotels
hotels

Hotel listed as « preferred supplier » on agencies search engines

GREATER
Additional exposure on internal agencies tools (booking tools, intranet, newsletter)
EXPOSURE
FOR YOUR Opportunities to hold internal agencies events
HOTEL
Opportunities to invite bookers to fam trip

Privileged access to Strategic Agencies’ Teams during sales missions

SPECIAL M&E TradeShows, hosted buyer program (ex: IMEX Frankfurt and Vegas)

ACCESS TO Access to special events with bookers on M&E Tradeshows (ex: BCD cocktail Accor
booth)
2MEETING
Access to the agencies internal tradeshows (ex: Horizon, Interaction, ERM, ABC)
PLANNERS
Agencies internal tradeshows: benefit of preferred rates negotiated by Accor
(in average -30%)
 KEY PARTNER PROGRAM BENEFITS
Non
preferred Preferred
Preferred
hotels hotels
hotels

Agencies tend to drive more business to preferred suppliers

Take advantage of special prices for internal M&E actions driven by countries
BOOST (upon availability)

REVENUE Opportunity to push your current promotions (communication sent every quarter to
agencies HQ for internal sharing)

Access to Cvent training sessions and material

Access to an annual or bi annual Webex organised by your local account manager,

to get strategic information on M&E agencies (upon availability)
Increase your Access to round table meetings, organized by local KAM between hotels and
2knowledge agencies (upon availability)

Access to agencies M&E future trends reports + special summary compiled by

Accor global sales
 WHAT IS EXPECTED FROM PREFERRED HOTELS
Global deals 1 & 2

RATE PARITY • Provide the same quotations to intermediaries and final client when requests received at the same time.

• Free accommodation for site inspections (upon request & availability)

• Complementary rooms (min 1/50 rooms)
VALUE ADDS • Upgrade (1/50 rooms)
• Special welcome amenities during the event (if available)

ON TIME • Priority treatment for any request (within 24Hours)

RESPONSES • Inform NSO’s when meetings are confirmed, for better tracking

2 PAY • Directly pay the intermediary, within 48 hours after total invoice paid

COMMISSION • Issue a separate invoice when requested

ON TIME • Make sure bank transfers are free of charge for the intermediary and currency rates are fair
 PROMOTING ACCOR PREFERRED HOTELS ON CVENT

Cvent: Classic platform Cvent: How preferred are listed*

*Print screen shared by CWT, MCI and HB.

PROMOTING ACCOR PREFERRED HOTELS

Ad in the last MCI Partner

Amex Global spotlight
Meetings & newsletter
Events forecast
PROMOTING ACCOR PREFERRED HOTELS

MCI Yuzu. Push on CWT

Information shared internal platform
with MCI talents
worldwide
PROMOTING ACCOR PREFERRED HOTELS

Road
Shows
Trade
Shows

Sales
Missions

Social
Agencies
Medias
Events
WHY IS CVENT TRAINING IMPORTANT AS A PREFERRED HOTEL

Strategic Accounts use 3 first proposals are more

Electronic Sourcing Tool likely to be considered. Hotel proposals sent
outside of Cvent
Our recommendation: are not considered
to send their E-RFP’s to to answer within 8 by clients
Preferred Hotels business hours

Cvent training is essential to gain time and convert more business

from M&E agencies.

As a Preferred and TAGS hotel, you will benefit from free training support.

Go to oooooooooooooooooo

Global sales/Meetings&Events/Web distribution/Cvent Trainings

 OVERRIDE PAYMENT PROCESS
Flow type

1 Internal

2 External
1 HOTELS
M&E Booking Hotel
respective
overrride
Commissions Report payment
List of hotels
3
2 payment 4
concerned by
override payment

SALES
AGENCY
OFFICE

Global Overrides
5 Payment
 FREQUENTLY ASKED QUESTIONS

How do you calculate the override ?

Example: Override = Total Revenue x x% / [1 + 15% (average VAT) ] x 1-8% (Standard Commission)
=Total Revenue x x% / 1,15 x 0,92

Which reports/figures are taken into account to calculate the override?The M&E Total revenue is
tracked in ANAIS by your local sales office. Global Sales Team has reports of all results which are used to
calculate the override amount per hotel. Sometimes we compare and accept customers reporting to
rectify potential reporting errors.

What happens if I have already paid the 5% commission upon 1st deposit and the booking is
cancelled? If a booking is cancelled, you are fully refunded, it is guaranteed in the preferred global
partnership agreement with Helmsbriscoe.

Who should I contact if I have any question on those global agreements or accounts?
Please contact your local Sales Office Or Kristell Derrien, M&E Strategic Account Manager, Global Sales
Division
 KEY ACCOR CONTACTS MANAGING PREFERRED PARTNER

Kristell Derrien Faith Peterson

Strategic Account Manager M&E – Global Sales Director of global accounts M&E
kristell.derrien@accor.com faith.peterson@accor.com
+33 7 7837 0270 France +1 (310) 451 41 27
US based
based

Debi Du Preez Murielle Ferdinand

Director of global and strategic M&E Sales – Northern Europe Director of Global Accounts – Sports & Entertainment
debi.dupreez@accor.com murielle.ferdinand@accor.com
+44 777 053 73 30 +1 (310) 451 41 27
UK based US based
 4.3
HYBRID MEETINGS
 A SECRET SAUCE WEBINAR WAS
HOSTED TO LAUNCH HYBRID MEETINGS.
YOU CAN LISTEN TO THE RECORDING
WHICH IS IN THE SUPPORTING
DOCUMENTS FILE.
“70% of M&E customers would consider
purchasing hybrid meetings but there are
important barriers in IT/room equipment
and cost efficiency”
Accor CMI Survey 2020

68% Confidence in attendee heath and

safety components, 59% Flexible
cancellation and attrition terms
American Express Meetings & Events Survey 2020

“hybrid events…become staple of total

events program even as in-person events
come back online”
CVENT

“…they have discussed with meeting

planners and prospective clients how to
leverage different areas of the hotel as
meeting space.”
co-star.com
 What is a Hybrid Meeting?

A hybrid meeting refers to a meeting where a group of physical

attendees connect with remote attendees at a Accor hotel(s) or
another location(s).

The integration of technology and new content delivery tools, together

with established event practices help to create engaging experiences
for all meeting attendees.

The recommended size for a Hybrid Meeting at Accor

is no more than 50 persons.
 Experience Influencing Factors
Format  Room design
 Group size  Camera capture
 Meeting Layout  Recording capture
 Duration / time zone
 Safety & sanitation guidelines 1. 2.  Video display and feed
 Sound
 Décor & backdrop Environment Experience  Attendees’ expectations
 Lighting, privacy

On-site Support
6. 3.
Requirement
 Technical support Client  Hardware
 Event setup
Considerations  Software
 Food & beverage Support Equipment

WIFI Network
 Dedicated local network
5. 4. What content to share and how
 In person creative content
 Remote user connectivity
Connectivity Content  Digital content / Video streaming
 Bandwidth
Scenario 1: Single Room
Small group of physical attendees joined remote
attendees across various location(s)

Hardware
• LCD/LED Screen
• Professional video conferencing camera, UltraHD video,
wide angle, incl. remote control
• Two external microphones for best intelligibility
• Laptop incl. MS Office package

Software
• Web conference license eg. MS Teams PRO
Scenario 2: Multi-room
Mid-sized groups of physical attendees that may be
split into multiple rooms at the same venue.

Hardware (per room)

• LCD/LED Screens
• Professional video conferencing camera, UltraHD video,
wide angle, incl. remote control
• Five external microphones for best intelligibility
• Laptops incl. MS Office package

Software
• Web conference license eg. MS Teams PRO
 Scenario 3: Multi-rooms & multi-venue
Large groups of in person attendees that may
be split into multiple rooms at the same venue
or located at multiple venues.

Hardware
• LCD/LED screens
• Double projection on screen
• Two fold back TV monitors for presenter
• Two Professional Full HD camera on tripod
• Seamless video switcher to blend different sources
• Sound output via external sound system for
medium sized rooms
• 40 individual microphones for each speaker

Software
• Two web conference license eg. MS Teams PRO
• 1 x presenter, 1 x presentation/attendees
* Visual provided is for mock up only
Minimum criteria:

Dedicated AV Software
1 Meeting internet Hardware
Room connection (owned/leased or
(owned or leased) provided by clients)
(40 mbit/sec)
65%
of hotels in Southeast Asia, Japan and
South Korea are ready to host hybrid
meetings.
 INTRODUCINGTHE5KEYPILLARS

Official Partner - Microsoft Teams Brand meeting experiences

ALLSAFE Virtual Site inspection and floor plans Inspirational Food & Beverage
AXA Partnership

Hub Sales teams ALL Meeting Planner

Hotel teams ‘Choice Is Yours’ tactical offer
Local vendor support Express Agreement
 INTRODUCINGTHE5KEYPILLARS

1. SAFETY

 ALLSAFE label endorsed by Bureau Veritas

• Elevated cleanliness protocols and standards
• Provides highest level of assurance to meeting
planners and attendees.

 ALLCONNECT update
Added to Section 7 – Meetings & Events of
the ALLSAFE guidelines

 AXA Partnership
Complimentary services for hotel guests
• Telephone medical consultation
• Access to AXA’s worldwide network of certified
medical providers
 INTRODUCINGTHE5KEYPILLARS

2. TECHNOLOGY

 Official partnership with Microsoft Teams

• MS Teams Room License (pro version)
 Range of videoconferencing solutions for
small meetings, including software and
hardware
 Universal usage from any device
 Compliance with Accor’s technical and
security systems & GDPR
 No maintenance required for software
solution – cloud based (optional)
 Hardware solutions- range of products
to be available via procurement offering
competitive pricing for equipment
(optional)
 INTRODUCINGTHE5KEYPILLARS

3. EXPERIENCES
 Distinctive meeting experiences by Brand
What each brand can offer to differentiate in the Meetings space?

 Inspiring Food & Beverage

What are the F&B offerings to differentiate Accor’s hybrid meeting offering?
 BRANDEXPERIENCES FORMEETINGS

Novotel x Calm meeting experience

1. Complimentary 60 days use of Calm App for all meeting attendees at a Novotel until end 2021

2. Dedicated web collection of 6 audio content for Novotel Meetings

1. Productivity
2. Kind Communication
3. Work Stress
4. Conflict Resolution
5. Mindful Listening
6. Kindness at Work

How to access the web audio content

1. OPEN THE WEBSITE on a computer or other devices https://www.calm.com/blog/novotel-meetings
2. SELECT THE CONTENT that you want to use and click to listen
3. The content can be used either in a room if the meeting is a face to face or on a hybrid meeting
4. The hotel should provide good speakers

THE SECRET SAUCE – ALL CONNECT HYBRID MEETING OFFER

 FOOD&BEVERAGE INSPIRATION

In house Meeting Experiences Virtual Attendance

• Post meeting mixologist rolls in a cocktail trolley and you get to order a • Post meeting drink celebration. Create an ALL Connect cocktail with a
bespoke cocktail. home recipe kit.
 INTRODUCINGTHE5KEYPILLARS

4. EXPERTISE
 Dedicated hub-level Sales teams to
promote ALL CONNECT

 Professional AV vendor support to ensure

smooth running of hybrid events on site

 Local in-hotel Meetings & Events team and

trained Heartists
To provide exemplary expertise to assist
with planning and execution of the
ALL CONNECT promise
Bringing to life
 Bringing to Life
TOOLSYOUCANUSE

1 4 Coming soon!

2 Coming soon!
5 Coming soon!

3 Coming soon!
 Bringing to Life
TOOLSYOUCANUSE

Objective:
 To support the launch of ALL CONNECT
 Ensure that Meeting Planners looking for hybrid meetings
can learn about offer and partnership with Microsoft Teams
 Communicate on hotels’ ability to execute hybrid meetings
 Reinforce ALLSAFE as key component of ALL CONNECT
 Encourage users to subscribe to Meetings & Events
newsletter to learn more

Assets
 Dedicated landing page in English and French
 Push on meetings.accor.com home page
 Bringing to Life
TOOLSYOUCANUSE

 New functionality built on the meetings.accor.com

landing page to enable search and filter of Hybrid
Meeting hotels by location
 Bringing to Life
TOOLSYOUCANUSE

Coming soon!

 Poster
 Email Signature
 Video

* Above collaterals are mock ups

 Bringing ALL CONNECT to Life
TOOLS YOU CAN USE

Coming soon!

 Microsoft Teams catalogue

• Technical solutions for software and hardware
• Negotiated pricing for hotel to purchase
 Bringing to Life
TOOLSYOUCANUSE

Coming soon!

LOCAL SUPPLIERS
Meetings and Events Specialist Meetings and Events
Hardware and Software Rental Hardware and Software Rental

Singapore, Bangkok, South Korea Cambodia, Indonesia, Japan, Malaysia, Philippines, Singapore, Thailand, Vietnam
 TIMELINE

Available End April

Logo Brand Guidelines V2 –
editorial guidelines, graphic
Microsoft Teams Key Visual guidelines
Early April
End May
Brand Guidelines V1 – Logo
Landing page – 15s / 60s Movie Hotel Toolkit 2
Usage, Legal guidelines
meetings.accor.com • L&D Training Video and
Hotel Toolkit 1 content from partners
• L&D Video • Tips/Tutorials
• Software and Hardware • In-hotel collateral
Catalogue
 INTRODUCINGTHE5KEYPILLARS

5. COMMERCIAL

 ALL MEETING PLANNER

 ‘Choice Is Yours’ Tactical Offer

 Express Agreement
 4.4
CHOICE IS YOURS
BUILDING A TACTICAL OFFER
 A SECRET SAUCE WEBINAR WAS
HOSTED TO LAUNCH THE CHOICE IS
YOURS TACTICAL OFFER.

YOU CAN LISTEN TO THE RECORDINING

WHICH IS IN THE SUPPORTING
DOCUMENTS FILE.
• We need to simplify the way we communicate with our Meeting Planners. Currently, we have two many individual Hotel
Offers that are not impactful and are adding to the large volume of “Meeting Offer Clutter” in the market place.

• We have created a new Meeting Offer Template so that we can promote Accor Meeting Offers with a consistent content
structure and tone of voice to all our customers. The new Accor Meeting Offer is called THE CHOICE IS YOURS (CIY)

• CIY address the 3 critical components Meeting Planners look for in an offer 1) Master Rebate or Discount 2) Loyalty Points 3)
Value Adds. We prefer to use a master rebate vs override commission to ensure we don’t increase our base commission
levels. Also we prefer to use a discount vs reducing our rates so the rebate can be treated as an expense.

• By having 1 offer we are able to create greater marketing awareness of Accor Meetings and ensure our Meeting Industry
partners have 1 offer to upload into their portals for their planners to access. We can also message to our meeting planner
community that the offer is available at all our hotels in our hub.

• Finally it removes the duplication effort that comes with hotels needing to create their own creative assets
 UNDERSTANDING THE
KEY ELEMENTS OF THE OFFER

MASTER REBATE
• Up to 30% on the central offer.
Hotels can choose to do 5% as a
minimum, up to max. 30%.
• If customer proposes a PRICE
MATCH, consider that in place of
the rebate and value-adds (don’t
have to offer both)

LOYALTY KICKER
All meetings qualify for Loyalty
points regardless if you do a Price
Match or offer rebate and value
adds
PERKS
• Create your own list of perks (up
WHY IT’S IMPORTANT
to 3)
• Tracking Customer Behaviour
• Ask the customer if something
• Re-marketing to customers
matters to them more
• Sign up NEW / Reward Existing
• Expand Loyalty Database
YOUR TOOLKIT CONTAINS TEMPLATES FOR YOUR TO CREATE YOUR
OWN CUSTOMISED OFFER
 CREATE YOUR OWN MICE OFFER

INSERT LOGO &

HOTEL NAME

CUSTOMISE PHOTO

REPLACE X% WITH YOUR OWN

MASTER BILL REBATE LEVEL
CREATE 3 PERKS FOR YOU CUSTOMERS TO (CENTRALISED OFFER IS SET AT 30%)
CHOOSE FROM AND LIST THEM IN YOUR
OFFER. LEAVE THE TAG LINE
‘ TELL US WHAT’S IMPORTANT FOR YOU’
GIVING MEANING TO THE CAMPAIGN
NAME “THE CHOICE IS YOURS” CUSTOMISE SALES EMAIL, PHONE &
CREATE AN OFFER PAGE FOR YOUR
HOTEL MINI SITE
CUSTOMISE TERMS & CONDITIONS

BE SURE TO CHANGE THE X% OF YOUR

MASTER REBATE IN THE TERMS &
CONDITIONS. NO OTHER CHANGES ARE
PERMITTED TO EXISTING T&Cs. IF YOU FEEL
ANYTHING IS MISSING TO PROTECT YOUR
OFFER, YOU CAN ADD T&Cs IF NECESSARY
 GUIDELINES | Q&A

Q CAN I CREATE MY OWN TEMPLATE AND NOT USE THE CIY ONE?
CIY provides you with flexibility to customise your value adds and master rebate level. We encourage you to
use the offer structure and customise it for your hotel by adhering to the offer structure we have set that
includes a master rebate | loyalty kicker and Perks section. These elements resonate with meeting planners.
Remember its not the look and feel of a creative asset that gets the attention of meeting planners it’s the
content.

Q CAN I BUILD MY OWN COMPELLING MEETING OFFER

If you have a compelling offer in mind please submit an example to VP Sales for validation please ensure
that your meeting offer proposal includes the following points on the next slide. Always make sure your
proposed offer follows your brand guidelines. Please send your proposed offer to
antony.meguerdijian@accor.com with copy to your commercial director.
 CREATING YOUR OWN MEETING OFFER - GUIDELINES

MUST INCLUDE ALL

MEETING PLANNER LOGO
AND FOLLOW YOUR
BRAND GUIDELINES FOR
CREATIVE ASSETS

TRY TO KEEP THE

OFFER NAME
ALL CONNECT MUST BE MENTIONED CHOICE IS YOURS

DO NOT STRUCTURE YOUR OFFER

WITH A LEAD IN RATE OR OVERRIDE
COMMISISON | OFFER REBATE
INSTEAD ( DISCOUNT)
 4.5
ALL MEETING PLANNER MARKETING
E-CARD & OFFER LANDING PAGE
CHOICE IS YOURS

Languages Languages
• GB • GB
• ID • ID
• KO • KO
• JP • JP
• TH • TH
REDEMPTION CHART

In the supporting documents

file you will
• This flyer contained find an asset for
in your
sellers
tool kit can to by
be used use to help
our
sales teamscustomers
to explain understand
the the
value
value of our of their
Meeting ALL rewards
Planner
program. points. Its called the ALL
Redemption Chart.
• The flyer clearly shows the
value of their SPEND, what
they EARN and how many
points are needed to REDEEM
for travel and other benefits.
DETAILS OF BONUS POINTS OFFER

ALL Meeting Planners must register to Earn Double Points.

 Double rewards points (Maximum 60,000 points per event) awarded after event

Now - July 31 2021

ALL SEAJSK HOTELS

The Double Points are centrally funded. Hotel funds base points.

• Mandatory registration
• Hotels must register contracts to qualify for Double Rewards Points
• ALL MEETING PLANNER card number must be mentioned in contract.
• No minimum spend per event
• No limit on the number of events
 STEPS TO CLAIM THE DOUBLE OFFER

MEMBER CONTRACT EVENT CREDIT

1 SELL OFFER 2 3 SIGNED 4 5
REGISTERS HELD POINTS
• Client receives offer
details • MP member confirms
• MP member goes to the • Hotel enters FINAL • Hotel credits base MP
event with signed
landing page and REVENUE details of points in HotelLink for
• If client is a MP member, contract noting their
registers for the offer by event into ANAIS or total eligible spend
ask them to register for membership number.
clicking “LOG ON” and submits details within 24 hours of
the offer on the landing
then “REGISTER NOW”. • Hotel enters details of manually to NSO. See receipt of payment of
page.
member and event into instructions on next few final event invoice.
• If not a MP member, ANAIS to ensure slides.
click here to learn how to member is credited • X2 bonus points
enroll a member Double Points bonus credited by Paris team
points . See following the month after event.
slides for instructions.

Remember: Mandatory registration by the member is required to obtain

BONUS POINTS.
 INSTRUCTIONS TO LOAD CONTRACT
IN ANAIS TO CLAIM MEETING PLANNER POINTS
STEP 1 - CREATE “NEW OPPORTUNITY” VIA CONTACTS

If no Contacts are chosen, you will not be able

to create opportunity.
 FOLLOW STEPS 2, 3, 4

3
2 Click on RELATED
COMPLETE AS FOLLOWS To view your Opportunities
FOR OFFER GROUP FIELD CHOOSE

• “Meeting and Events Ad-hoc Offer”

FOR OFFER TYPE FIELD CHOOSE

• “Declarative M&E Business “

4
Click on your opportunity
STEPS 5 & 6 ENTER MEETING PLANNER DETAILS
5

Things to note

• ALL Meeting Planner number must be 16

digits without any spacing

6
• Meeting Planner could be either Client or
the PCO

MUST have the Meeting

Planner details as per format
COMPLETE GENERAL OPPORTUNITY (wrong format = No points)
COMMENTS FIELD AS FOLLOWS

Meeting Planner Member Number:

XXXXXXXXXXXXXXXX

Meeting Planner Name:

Total Event amount in (€):

STEP 7 – TAG CHOICE AS YOURS AS THE CAMPAIGN

PRIMARY CAMPAIGN SOURCE

must be linked to
CHOICE IS YOURS 2021
otherwise points will not be awarded

If you do not have access to this in the

search result, please contact
seajsk.meeting.concierge@accor.com for
assistance.

Complete your opportunity as usual

7
1. Update Stage
CHOICE IS YOURS 2021 2. Update Amount

CHOICE IS YOURS 2021

 STEP 8 & 9 - CREATE YOUR CONTRACT

9
 STEP 10 & 11 COMPLETE CONTRACT DETAILS

10

11
 STEP 12 & 13

12

13
 STEP 14
Enter each service requested for
the group:

• Bedroom
• Package with accom
• Meeting Room
14
• F&B
• Material/Equipment
• Activities
• Package w/o accom
• Date in-out
• Quantity & number pax
consuming the service

Screenshot as example:
1 meeting room renting for 3 days (12-14 Feb) for
50 pax daily
 STEP 15 – ENTER REVENUE GENERATED BY GROUP

15
 STEP 16 – CONFIRM STATUS

16
 INSTRUCTIONS FOR
HOTELS WITHOUT ANAIS
MANUAL SUBMISSION PROCESS

INSTRUCTIONS

• Hotels to complete the excel once the

Opportunity/event has been confirmed, contract
signed and deposit paid.

• Email to seajsk.meeting.concierge@accor.com by
1st of each month

• All fields to be completed

(incomplete fields = No points)
 4.6
EXPRESS AGREEMENT
 EXPRESS AGREEMENT

A simplified version of our M&E Contract that allows you to increase

flexibility or eliminate completely the 3 most negotiated clauses for Short • Standardise our terms across the Hub
Lead, Low Risk Groups. These are: • Be seen as flexibile business partners
• Build confidence with customers to book with little to no risk
• Attrition ( Ability to reduce Group Block without penalty)
• Cancellation ( Penalty when group is not held)
• Deposits

• Short lead time Groups ( within the month) • Define what is LOW RISK, SHORT LEAD groups for your hotel
• Low risk groups ( repeat customers, Under USD10k) • Review the template and create your hotel version
• Customers requiring greater flexibility due to erratic Restrictions • Use the template as needed
• When customers don’t want to pay big deposits upfront • Refer to the FAQ for recommendations/guidelines
Q: What is the definition of small group business?

You have the flexibility to define group size according your Hotel’s property size and needs. As a general guideline, we
recommend that you define small group size between

• 20 to 90 room nights and/or

• Total revenue of up to USD 10,000.

This is a recommendation only. Hotels need to define what is considered small group business as this is very much
dependent on hotel’s business needs, appetite for risk and proportion to property size.
Q: When should I use the Express Agreement contract template?

• The Express Agreement is for immediate use in the current Covid-19 period.

DO NOT USE WHEN:

• Negotiated customer preferred agreements exist.
• For complex meetings and/ or groups that do not meet the definition of small group
business. Use your Hotel’s mainframe MICE contract in these instances.
Attrition
We have made it optional to have an attrition clause for accommodation. This is to reiterate to clients that we do not
require minimum room night commitment thereby assuring customers that we are being flexible during this period.
However, hotel may choose NOT to remove the attrition clause but allow for greater attrition numbers. Again, this is at
hotel’s discretion as business needs and demands vary across cities and hotels.

When the cancellation request is % of the meeting value being Cancellation fees
received by the Hotel cancelled

Up to 60 days before the event No cancellation fees

date
Between 59 days and 30 days Up to 50% No cancellation fees
before the event date
More than 50% 50% of the amount cancelled beyond
50%
Between 29 days and 8 days Up to 20% No cancellation fees
before the event date
More than 20% 80% of the amount cancelled beyond
20%
Between 7 days and the event Any cancellation will be charged 100%
date
DEPOSIT

Depending on booking lead-time and appetite for risk, hotels may choose to waive the deposit.
As a general guideline, we recommend:

• Accommodation cancellation clause of 3 working days prior to arrival date, with client’s
written notice.
• Waived cancellation fees for accommodation only groups.
• Attrition clause be omitted.

CANCELLATION

Our mainframe hotel contracts’ cancellation lead-time is usually at a standard 30, 60 or 90 days
prior to group arrival or event start date. Whereas the Express Agreement enables hotels to
amend the cancellation lead-time based on business needs and demands, appetite for risk,
owner requests etc.
BEST PRACTICES

• Always ensure contracts are signed by both parties regardless of group size and booking lead-
time, as the contract is a legally binding document.
• Amendment and adding of clauses to the Express Agreement contract template should be
minimal. If hotels wish to include property specific information, we recommend supplying it in
a separate document or banquet kit.
• Follow up closely with clients throughout the process e.g. get updates regularly on client’s
potentially ever changing requirements, thank them for choosing your hotel etc.
 EXPRESS AGREEMENT RESOURCES
USE THE EXPRESS CONTRACT TEMPLATE
REVIEW THE FAQ DOCUMENT
AND CUSTOMISE PER GUIDELINES
1 2
 4.7
MEETINGS & EVENTS
GLOSSARY
 GLOSSARY OF KEY TERMS
ACT OF GOD: An extraordinary natural event such as extreme weather, flood, hurricanes, tornadoes, earthquake or similar natural disaster that cannot
be reasonably foreseen or prevented over which a contracting party has no reasonable control, making performance of the contract illegal,
impracticable or impossible, thus the parties have no legal responsibility to continue performance of the contract. (see also FORCE MAJEURE)
AGENCY: third-party meeting planning company. A third-party planner handles all meeting and event logistics on behalf of the end user.

ADDITIONAL SERVICES: Beyond accommodation, meeting room and banqueting, services provided by a supplier such as parking, breakfast, and
high speed internet.

AMC: An association management company provides management and specialized administrative services to trade associations and professional
societies using a for-profit approach that runs not-for-profit associations like businesses.

ASSOCIATION: Group of persons who form an “not for profit” organization to bring ideas together (medical association or Sports association)

ATTRITION: The difference between actual bedrooms/ F&B covers compared to contracted numbers and any minimum numbers in the contract. The
minimum number is the allowed attrition before charges are applied.

BACK-TO-BACK: Travel or conference programs operating on a continuous or chronologically sequential basis so that one group arrives as another
group departs or shortly thereafter.

BID: Proposal submitted by a convention & visitor’s bureau and/or hotel(s) to an event organizer that includes defined dates and room blocks.

BLOCKED SPACE: Sleeping rooms, exhibit, event, or other function space reserved for future use by an individual or organization.

BREAK-OUT ROOMS: Small function rooms set up for a group within an event as opposed to a plenary or general session.
 GLOSSARY
BREAK-OUT SESSIONS: Small group sessions, panels, workshops or presentations, offered concurrently within the event, formed to focus on
specific subjects.

CANCELLATION POLICY: Rules and penalties for canceling reservations. Cancellation policies include one or more of the following:
- A specific time period before arrival that guests are required to cancel a reservation if they are to avoid monetary penalties. Otherwise, a
monetary amount will be charged and not refunded.
- A specific time period after which a property may release for sale all unclaimed nonguaranteed reservations.
- An agreement to confirm reservations that are properly cancelled, proving that a cancellation was received and acted upon.

CEILING HEIGHT: Maximum height of ceiling of an exhibition hall or event room. Dimensions quoted by exhibition halls and hotels often do not
take into account any light fixtures hanging from the ceiling.

CLOSING SESSION: The final session of an event in which the subjects which have been discussed are summarized and possible conclusions
reached and announced.

COMMISSION: Remuneration given to a 3rd party or intermediary by suppliers. It is calculated on what is sold and varies depending on a
percentage or in a fixed amount. (Hotels 8 to 10%, railways 6 to 7%, rent-a-car 20%). In our rate structure, we have commissionable and non
commissionable rates.

COMPLETE MEETING PACKAGE/ 24 Hr Delegate Package: An all-inclusive plan offered by conference centers; includes lodging, all meals and
support services.

CONFERENCE: An event where people meet to debate on a given topic

CONFERENCE / CONGRESS / CONVENTION CENTER : A facility that provides a dedicated environment for any events.

CONGRESS: A meeting organized by associations regularly (once a year or once every 2 years) consisting of plenary sessions with multiple
breakout sessions scheduled around the main plenary session and an exhibition.
 GLOSSARY
CONVENTION: A professional event where the primary activity of the attendees is to attend educational sessions, participate in
meetings/discussions, socialize, or attend other organized events. There is a secondary exhibit component.

CONVENTION AND VISITORS BUREAU (CVB), (plural: convention bureaus): normally a non-profit-making body, in charge of promoting a
destination, its qualities and skills in the field of the organization of seminars, conventions or congresses.

CORE PCO : A core PCO (Professional Conference Organizer) is when a PCO is contracted on a permanent basis by an Association to handle the main
aspects of regular, recurring meetings wherever they are held.

CORPORATE MEETING: A meeting organized by a company for professional purposes.

DAY DELEGATE RATE (or one day meeting rate) : Group of clients having reserved a meeting
room in the hotel without rooms’ accommodation.

DELEGATE/ATTENDEE: An individual, registered for or participating in an event.

DEPOSIT POLICY: Rules and penalties associated with a property’s requirements to guarantee or confirm a reservation based on an amount to be
paid in advance of the guest’s arrival.

DESTINATION MANAGEMENT COMPANY (DMC): A company specialized in the organization and logistics of meetings and events in a specific
location or destination

EXHIBITION: An event at which products and services are displayed. The primary activity of attendees is visiting exhibits on the show floor.

EXHIBITOR: a person or organization that represents a product or services at a tradeshow or event.

 GLOSSARY
FAM TRIP: Familiarization trip. Events usually dedicated to travel agencies/meeting planners/decision makers who visit a destination in order to
see the quality and the diversity of the services and the choice of suppliers. Fam trips can be organized by one or several suppliers in a destination
of the convention bureau of the same country. Usually the cost of a Fam trip is covered by the organization (flight, accommodation & some
lunches or diners)

FLOOR PLAN: Scale plan of the floor area of a hotel’s event space.

FORCE MAJEURE: A Force Majeure event refers to any unforeseen, uncontrollable and external event, which renders the execution of all or part of
one of the Party's contractual obligations impossible (for example : natural disaster, diseases, one’s unpredictable action). (see also ACT OF GOD)

GALA DINNER: Primary social function of an event, usually in the evening, including entertainment or speeches after a formal meal.

GROUP ROOM BLOCK: The total number of guest rooms reserved for one organization or group.

HANDBOOK: A manual which provides information about an event. Contents would include descriptions of programs, information on
participants, agendas, schedules of events, speaker notes, logistical information and list of exhibitors for exhibitions.

HOUSING BUREAU: Third party agency that provides reservation services for a group and its attendees.

ICCA: International Congress and convention Association. ICCA represents the main specialists in organizing, transporting and accommodating
international meetings and events, and comprises over 900 member companies and organizations in 86 countries worldwide.
 GLOSSARY
INCENTIVE EVENT: A reward event intended to showcase persons who meet or exceed performances (commercial teams, distribution network,
customers

M&E: abbr. Meetings & Events

MEETING MANAGEMENT COMPANY: A company, representing another organization, handling site selection, negotiations and full organization
of an event.

MEETING / CORPORATE / EVENT PLANNER: person responsible for the coordination of all event logistics from site selection to event marketing
and on-site execution to post-event follow-up.

MPI: Meeting Planners International. Professional membership organization for corporate, association, and independent meeting planners with
23.000 members

OPENING SESSION: Introduction to a large congress or convention to launch the event and the principal items on the agenda.

PACK/KIT (or INFORMATION KIT): Generally a comprehensive collection of event documentation and/or event materials within a bag, binder,
envelope or folder.

P.C.O: abbr. Professional Congress Organizer. A company specialized in congress management: accommodation management, registration of
delegates, management of the abstracts, financial management of the congress, sponsoring…

RELEASE DATE: Date beyond which a facility is free to rent the unused sleeping rooms or function space to other groups.
 GLOSSARY
REQUEST FOR INFORMATION (RFI): A preliminary step to a Request for Proposal (RFP), in which a company solicits a number of
potential vendors for information about their products and services.

RESIDENTIAL SEMINARS RATE/24 HR DELEGATE RATE: Group of guests staying in the hotels for a conference or seminar (under
80 people). Booking can be made by the company itself or any other booking agencies, for a package comprising rooms, food &
beverage and meeting rooms, booked all inclusive or "à la carte".

SET UP: Different ways to organize the furniture a meeting room, such as :
 GLOSSARY

SITE INSPECTION: Potential Meeting Planners visiting facility to assess its suitability for their event.

SOCIAL EVENT: Lifecycle celebration (e.g. a wedding, bar/bat mitzvah, birthday, etc.).

TELECONFERENCE: Simultaneous conference to multiple sites distributed via audio (phone or other audio)

VIDEOCONFERENCE: A meeting, instructional session, or conversation between people at different locations relying on video
technology as the primary communication

WELCOME RECEPTION: An opening event where welcome drinks and often food are served.

WORKSHOP: Small group of people discussing / working together on a particular topic – can be part of a large convention /
congress with several running between main plenary sessions.
 5
TRAVEL MANAGEMENT COMPANIES
(TMCs OR CONSORTIA)
 PRERRED HOTEL BENEFITS

When business travel comes back, TMCs and consortia will only push preferred properties. Our main
3 competitors properties are all preferred with those agencies.

Our clients have improved their digital platforms, thanks to algorithms. Participating hotels will have a
much higher visibility
2

Attachment rate through TMCs has increased by 5 pts in 4 years : ie, the number of bookings made
through GDS with ALL member completed. This ensures a personalized guest approach, a key
element in this particular context.

TMCs and consortia will be our allies in our strategy to have a balanced segment mix vs OTAs.
Canal House Suites at Sofitel Legend The Grand Amsterdam Banyan Tree Cabo Marqués Acapulco - Mexico

PREFERRED HOTEL BENEFITS

1
73% of the revenue of TMCs & CONSORTIAs is made on GDS

2 (ex : IBM, Microsoft, Daimler, MMC, Accenture,

Oracle, NSW, Mars, BCPE, CCE, Renault,
PricewaterhouseCoopers, Volkswagen, …)

3 You will only pay an extra-commission on public revenue

260
 Hotel Am Konzerthaus Vienna MGallery - Austria

PREFERRED HOTEL BENEFITS

4
With legacy hotels, Public rates are higher of 7€ than
negotiated corporate rates

5 Only Preferred hotels of each TMCs will be chosen

for central marketing opportunities

6 Only Preferred hotels will be chosen to visit a BTCs

when travel starts again or participate to a virtual
event

261
 5.1
PREFERED TMC/CONSORTIA
PARTNERS
263

TMC – Global Sales

Clément Duchatelard
Banyan Tree Kuala Lumpur - Malaysia

Banyan Tree Kuala Lumpur - Malaysia

264
Radius Information

 Contract Validity Date: 2020-2022 • Radius is the only TMC that aggregates multiple  Room Nights : 743 526 RNS  +2% vs 2018
independent networks
 RADIUS is the 5th Global Travel Agency for  Revenue : 96 860 330€  +1% vs 2018
Accor • Radius is very strong in Mid-Market segment
 Average Room Rate : 130,3 €  -1% vs 2018
 Business mix : 46% Corporate / 54% • Preferential placement in booking tools +
Transient Marketing campaigns Cognos YTD December 2019
Includes Legacy, FRS, Movenpick
 Main Corporate Accounts : Engie-Suez,
BPCE, CCS Public Sector Rate, YTD August 2020 ► 17 Million Euros.
Commonwealth Bank of Australia

 Radiustravel.com

 Number of AccorHotels Preferred Hotels with RADIUS in 2020 :

2 272 properties

 Dedicated Rate Access Code Global Hotel Program :

WTT
265
FCTG Information

 Contract Validaty Date : 2019-2020 • FCTG is the leading TMC in ASPAC Region with  Room Nights: 613 361  +12% vs 2018
strong development in Europe and Noram
 FCTG is the 6th Global Travel Agency for  Revenue: 78 705 473 €  +8% vs 2018
Accor • FCTG is very strong in Mid-Market segment
 Average Room Rate: 128.8€  -3% vs 2018
 Business mix : 46% Corporate / 54% • Preferential placement in booking tools
Transient Cognos YTD December 2019
• SmartStay Program : only preferred hotels are Includes Legacy, FRS, Mövenpick
 Main Corporate Accounts : NSW, MARS, promoted in this specific program
ANZ, ANGLO AMERICAN YTD August 2020 ► 16 Million Euros

 http://www.fctgl.com/our-brands/corporate/

 Number of Accor Preferred Hotels with FCTG in 2020:

2 320 properties

 Dedicated Rate Access Code Global Hotel Program :

FCI
266
Amex GBT Information

 Contract Validaty Date : 2020-2021  New mechanics of the Amex GBT Preferred  Room Nights : 1 911 321 RNS  +1% vs 2018
Program:
 AMEX GBT is the 1st Global Travel Agency  Preferential placement in booking tools  Revenue : 257 350 774€  -5% vs 2018
for AccorHotels  But no participation recommended in New
Global Hotel Program 2021 because of high  Average Room Rate : 134,6 €  -6% vs 2018
 It now includes HRG distribution costs (=program with
minimum 10% off BAR mandatory + annual YTD December 2019 report
 Business mix : 70% Corporate / 30% fee per hotel) Includes Legacy, FRS, Movenpick
Transient
 Trained counsellors are incentivized to book
preferred partners over non-preferred suppliers YTD August 2020 ► 60 Million Euros.
 Main Corporate Accounts : IBM, Microsoft,
Dell, McKinsey, Johnson and Johnson

 https://www.amexglobalbusinesstravel.com

Number of Accor Preferred Hotels with AMEX GBT in 2020 :

3 039 properties

No Rate Access Code (XPV) in 2021 but Preferred Supplier ranking

267
American Express Global Business Travel Information
Slide from Amex GBT
Accor
comments Position in
GBT Booking Partner Type Description
Program with minimum Tools
10% off BAR mandatory +
annual fee per hotel GBT Preferred A property that participates in :
(not recommended as 1 Supplier and Preferred supplier agreement + also
additional cost for hotel)
GHP 2020 participates in GHP*

GBT Preferred A property that participates in

2
Supplier Preferred supplier agreement

A property that participates in GHP

Non preferred supplier 3 GHP 2020 but does not participate in a
have lower ranking Preferred supplier agreement
*GHP 2020 is an additional cost program to our preferred supplier agreement

 Current XPV Rate Access Code will no more exist after December 31st 2019

 To manage the level of preferencing in the same way as before, GBT has invested in
system enhancements – the new solution will enable GBT to identify preferred
partners based on a combination of property ID and chain code.
268

TMC – Global Sales

Delphine Mollet

Banyan Tree Kuala Lumpur - Malaysia

Novotel Melbourne South Wharf - Australia

269
CWT Information

 Contract Validaty Date : 2020-2021  New partnership with Concur with one  Room Nights : 1 730 804 RNS  +1,5% vs 2018
single source of content
 CWT is the 2nd Global Travel Agency for Accor  Revenue : 210 809 520€  +0,4% vs 2018
 No global participation recommended to
 Business mix : 74% Corporate / 26% Transient the Roomit Rate due to the cost for the  Average Room Rate : 121,8€  -1% vs 2018
hotels
 Main Corporate Accounts : Oracle, GE, Cognos YTD December 2019
Accenture, Amazon, Shell Includes Legacy, FRS, Movenpick

 https://www.mycwt.com/
YTD August 2020 ► 34 Million Euros.

Number of Accor Preferred Hotels with CWT in 2020 :

3 015 properties

Dedicated Rate Access Code Global Hotel Program :

CWT
270
BCD Travel Information

 Contract Validaty Date : 2020-2021  BCD has the possibility to non-display non-  Room Nights : 932 547 RNS  +1% vs 2018
preferred hotels on their Sales Booking Tool
 BCD is the 4th Global Travel Agency for Accor (TripSource)  Revenue : 124 303 147€  +0,7% vs 2018

 Business mix : 62% Corporate / 38% Transient  Preferred hotels put in evidence on their SBT  Average Room Rate : 133,3 €  -0,2% vs 2018
thanks to pictograms (see next slide)
 Main Corporate Accounts : Daimler, MMC, Cognos YTD December 2019
Deloitte, Roche…  No participation recommended in the Great Includes Legacy, FRS, Mövenpick
Rate Plus program due to the additional cost for
 www.BCDTravel.com the hotels
YTD August 2020 ► 21 Million Euros.

Number of Accor Preferred Hotels with BCD in 2020 :

3 021 properties

Dedicated Rate Access Code Global Hotel Program :

BCD
 BCD Travel Information - We customize hotel search displays
Slide from BCD Travel
Accor
comments
Negotiated rates
This is where
EUR 468 Sofitel Paris Baltimore Tour Eiffel Preferred hotel
you want to avg / night 88, bis Avenue Kleber, Paris 75116
4 km W Great Rates Plus
subscription (not
be! recommended as
 + Rates Facilities Policies About Photos Map
additional cost for hotel)

USD 395 21C Museum Hotel Cincinnati Negotiated rates

This is a great avg / night 609 Walnut St, Cincinnati OH 45202
0.2 km NW Preferred hotel
positioning!
 Rates Facilities Policies About Photos Map
1
Preferred
EUR 143 Mercure Residenz Frankfurt Messe
partners avg / night Voltastr. 29, Frankfurt 60486 2.1 km W
Preferred hotel
always display
near the top. Rates Facilities Policies About Photos Map

Preferencing SGD 324 Sofitel Singapore Sentosa Resort & Spa 5.7 km SW Non preferred hotel (less
begins to avg / night 2 Bukit Manis Road Sentosa Island, Singapore, 099891 opportunity to be
booked except if client
decline. Rates Facilities Policies About Photos Map request it)

271
272
BCD Travel Information - We guide booking decisions
Slide from BCD Travel
Accor comments

To save time for

agent, BCD gives
guidelines to
travel agents with
the “Smart Choice”
by selecting for
them only few
rates.

Rates are
compared with an
algorithm
including rates,
amenities,
guaranty policy,
commission,
eligibility to loyalty,
cancellation
policy…
273

Consortia - Australia

Sue Gaddes

Art Series Perth - Australia

 Corporate Travel Management Information

 Delivered 8-10% growth in room nights in POS Asia, MEA and  Room Nights : 342 902 RNS  +6,7% vs
 Contract Validated Date : Annual
Pacific in 2019 2018
Contract  Balanced portfolio of accounts in the managed segment
 CTM is the 8th Global Travel Agency across a wide range of industries  Revenue : 41 671 556 €  +5,4% vs 2018
 Sophisticated technology platform – Lightning OBT
for Accor  Level 3 NDC Capability
 Average Room Rate : 121,5€  -1% vs
 Business mix : 61% Corporate / 39%  Year on year TTV growth globally
2018
 Owned offices in AU, NZ, UK, Europe, USA and Asia
Transient  Strong acquisition strategy over the past 4 years saw them
 Main Corporate Accounts : Telstra, purchase Travizon Travel and Corporate Travel Planners in the Cognos YTD December 2019
USA, Redfern Travel in the UK and Lotus Tours in Asia Includes Legacy, FRS, Mövenpick
Downer, Wesfarmers, Coca Cola
 Non participating hotels will not be displayed in the CTM
Amatil, NHS, Ultragenyx, Viasat, UK online booking tools – OBT, Mobile and GDS
Govt/Crown  Alignment with Accor on sustainability – Diversity,
Environment, People, Community
 www.Travelctm.com

 Number of Accor Preferred Hotels with Consortias in 2020:

2 333 properties

 Dedicated Rate Access Code Global Hotel Program :

CTM
275

Consortia - France

Valérie Deville

Sainte Barbe Hotel And Spa Le Conquet MGallery - France

276
Tourcom Information

 Contract Validity date 2021  Tourcom is the French TMC that aggregates  Room Nights : 17 414 RN  -2,3 % vs 2018
 Business mix : 65 % Corporate / 35 % multiple independent networks
Transient  Revenue : 3 359 906 €  + 8 % vs 2018
 Tourcom is strong on the mid-market segment
 Tourcom is the 17th Global travel for Accor in  Average Room Rate : 141,4 €  + 9, 7 % vs
France  Preferential placement in booking tools + 2018
marketing campaigns
 Main Corporate Accounts : PAU EURALIS, Includes Legacy, FRS, Movenpick
DEKRA, KEOLIS, ADP, CEVA …

 Tourcom.fr

 Number of Accor Preferred Hotels with Consortias in 2020:

2 333 properties

 Dedicated Rate Access Code Global Hotel Program :

TRM
277

Consortia - Germany

Sebastian Kessel

Sofitel Montreal - Canada

278
DER Information

 Contract Validated Date : Bi-Annual Contract​  Subsidiary to American Express GBT  Room Nights : 65 105 RNS  -22% vs 2018

 DER is the 14th Global Travel Agency for Accor  Operates own SBT next to the consortia role  Revenue : 6 380 877 €  -20% vs 2018

 Business mix : 79% Corporate / 21% Transient​  DER to be merged into GBT  Average Room Rate : 98€  +1,5% vs 2018

 Main Corporate Accounts : DEUTSCHE Cognos YTD December 2019

BAHN, Infineon, German Government…​ Includes Legacy, FRS, Movenpick

 Dertouristik.com

 Number of Accor Preferred Hotels with Consortias in 2020:

2 333 properties

 Dedicated Rate Access Code Global Hotel Program :

DER until further notice
279
Lufthansa Information

 Contract Validated Date : 2020-2021  Room Nights : 46 893 RNS  -2% vs 2018
 Largest Consortia in terms of physical offices
 Lufthansa City center is the 15th Global  Revenue : 6 111 586 €  +5% vs 2018
 Innovative and open for new initiatives
Travel Agency for Accor
 Average Room Rate : 130,3€  +7,5% vs 2018
 Business mix : 51 % Corporate / 49
% Transient Cognos YTD December 2019
Includes Legacy, FRS, Movenpick
 Main Corporate Accounts : KBC BANK,
GRUPO ZARA – INDITEX, DKMS, AIXTRON…

 Lufthansa-city-center.com

 Number of Accor Preferred Hotels with Consortias in 2020:

2 333 properties

 Dedicated Rate Access Code Global Hotel Program :

LCH
280
TUI Leisure Travel Information

 Contract Validated Date : Bi-Annual  Room Nights : 10 626 RNS  -2% vs 2018
 Smallest Consortia partner for Central Europe
Contract
 Revenue : 1 333 244 €  -0,6% vs 2018
 Essential for local SME clients
 TUI is the 22th Global Travel Agency for Accor
 Average Room Rate : 125,5€  +2,1% vs 2018
 Business mix : 58 % Corporate / 42
% Transient​ Cognos YTD December 2019
Includes Legacy, FRS, Movenpick
 Main Corporate Accounts : RWE,
CREDIT AGRICOLE, Gazprom…

 Tuigroup.com

 Number of Accor Preferred Hotels with Consortias in 2020:

2 333 properties

 Dedicated Rate Access Code Global Hotel Program :

TUI
281

Consortia - UK

Kate Blythe

Mövenpick Beyrouth - Lebanon

282
WIN Information

 Contract Validated Date : 2021  WIN have independently owned TMC partners in  Room Nights : 218k NS  +4.3% vs 2018
75 countries
 WIN is the 12th Global Travel Agency for  Revenue : 25 million€  +8.5% vs 2018
Accor  They book 8 million nights per year.
 Average Room Rate : 114.69€  +3.9% vs
 Business mix : 96% Corporate / 4% Transient  Hotel spend in excess of $15 billion per year 2018

 Main Corporate Accounts : PWC, Mott  Hotel Hero app allows direct marketing with Includes Legacy, FRS, Movenpick
MacDonald, Nuffield Health,. their network of agents

 Opportunity to work with them more closely in

 Win-travel.org 2021 for M&E.

 Number of Accor Preferred Hotels with Consortias in 2020:

2 333 properties

 Dedicated Rate Access Code Global Hotel Program :

WYN
283

Consortia – Scandinavia

Jean-Paul Panico

No5 by Mantis – Port Elizabeth – South Africa

284
Hotelzon

 Contract Validated Date : 1/1-31/12 2021 • Travelport Hotelzon offers online hotel  Room Nights : 24 900 RNS  +36,9 % vs 2018
booking solutions and hotel distribution
 Business mix : 70% Corporate / 30% Transient technology to business travelers, hotels  Revenue : 2 530 000 €  + 37,1 % vs 2018
and travel professionals.
 Main Corporate Accounts : ABB, DEKRA,  Average Room Rate : 101,6 €  + 0,1% vs 2018
Valmet, Metso, Tieto… • Travelport Hotelzon is a wholly owned
subsidiary of Travelport and connected to Cognos 2019
GDS. Figures include FRS

 Number of Accor Preferred Hotels with Consortias in 2020:

New account in 2021
 Dedicated Rate Access Code Global Hotel Program :
ZON
285

Consortia – North America

Mark Holdsworth
based in Toronto

Marcie Hawley
based in Chicago

Sophie Sabourin
based in Calgary
286
ABC Information

 ABC is the top revenue producing Consortia

Account for AH
 Contract Validated Date : Annual Contract  Room Nights : 503,602 RNS  1% vs 2018
 As a company produces over 28 million room
 ABC is the 7th Global Travel Agency for Accor nights representing $4.6 billion in annual  Revenue : 91.9M€  1% vs 2018
revenue at a higher average daily rate than
 Business mix : most other channels  Average Room Rate : 182.52€  -1% vs 2018
75% Corporate / 20% Transient / 5% Group
 +11,000 affiliated agencies (IATA’s) worldwide Cognos YTD December 2019
 Main Corporate Accounts Booked by in +110 countries, +50,000 hotels in program Includes Legacy, FRS, Movenpick
Affiliated Agencies : CAPITA, ELECTRONIC
ARTS, GRUPO SANTANDER  Agency clients range from large TMCs and
agency groups to independent travel
 Abcglobalservices.com professionals. Some examples include Frosch
and TripActions. Additional luxury partners
include Signature and Virtuoso

 Number of Accor Preferred Hotels with Consortia in 2020:

2 333 properties

 Dedicated Rate Access Code Global Hotel Program : ABC

 Premier Privileges Rate Code: AOM

287
CCRA Information

 Contract Validated Date : Annual Contract  CCRA provides rates to +9,000 agencies in +80  Room Nights : 125,461 RNS  34% vs 2018
countries while also providing accreditation to
 CCRA is the 9th Global Travel Agency for Accor +2.5K TRUE agents (Independent Home Based  Revenue : 27M€  29% vs 2018
Agents)
 Business mix : 55% Corporate / 35% Transient
 Average Room Rate : 215.50€  -4% vs 2018
 Offer unique Suite Only rate code
 Main Corporate Accounts Booked by Cognos YTD December 2019
Affiliated Agencies : ALLIANZ, PANALPINA  In January of 2019 announced partnership Includes Legacy, FRS, Movenpick
WORLD… with Ensemble

 Ccra.com  Features a hotel booking platform; TripSet

which reaches 23,000+ home based booking
agents.

 Number of Accor Preferred Hotels with Consortia in 2020:

2 333 properties

 Dedicated Rate Access Code Global Hotel Program : CCR

 Secondary Promo Codes: CCZ

 Suite Only Code: ZZ5

288
THOR Information

 Contract Validated Date : Annual Contract  Owned and strategically led by parent company  Room Nights : 47, 308 RNS  0% vs 2018
Travelport providing new global distribution channels
 THOR is the 13th Global Travel Agency for  Revenue : 7.5M€  -2% vs 2018
Accor  3,000 Affiliated Agencies globally

 42,000 Hotels participating Worldwide  Average Room Rate : 158.71€  -2 % vs 2018

 Business mix : 60% Corporate / 40% Transient
 65% US & Canada agency members with growing Cognos YTD December 2019
 Main Corporate Accounts Booked by numbers globally due to Travelport’s management Includes Legacy, FRS, Movenpick
Affiliated Agencies : STAPLES, THE
APPOONTMENT, FEDEX…  THOR specializes in small to mid-sized single travel
agencies, large network consortia/cooperative groups,
 www.THORtravelservices.com top private and regional agencies as well as Corporate
Travel Departments (CTD’s).

• Number of Accor Preferred Hotels with Consortia in 2020 :

• 2 333 properties

• Dedicated Rate Access Code Global Hotel Program : THR

• Secondary Promo Rate Codes: THX, 4TM

289
Internova Travel Group (formerly Travel Leaders Group)

 Contract Validated Date : Annual Contract  Ranked #7 on Travel Weekly’s Power List (2019)
 Room Nights : 74,780 RNS  0% vs 2018
 Internova Travel Group is the 10th Global Travel  New Parent Company = Internova Travel Group
Agency for Accor. with 4 divisions:  Revenue : 14.7M€  7% vs 2018
1. Travel Leaders Group – leisure, cruise, tour
 Worldwide Hotel Program provides access to sales  Average Room Rate : 197.34€  7% vs 2018
all 4 Internova Travel Group division’s POS. 2. Protravel International, Tzell Travel Group,
and Andrew Harper high-service Cognos YTD December 2019
 Business mix : 41% Corporate / 59% Transient independent travel advisors Includes Legacy, FRS, Movenpick
3. ALTOUR & Travel Leaders Corporate –
 65 000+ travel advisors (corp, luxury, leisure) focused primarily on corporate travel
 6 000 company-owned and affiliated locations management
 Presence in 80 countries 4. Bonotel Exclusive Travel – SELECT and
 Largest travel advisor franchisor, consortia and Worldwide and Bonotel (net rate)
host agency in NA and UK programs

 https://internova.com/

 Number of Accor Preferred Hotels with Consortia in 2020 :

2 333 properties

 Dedicated Rate Access Code Global Hotel Program : 7TL, TL7 (promo code of TB0)
290
Direct Travel Information

 Contract Validated Date : Annual Contract  4.7M Hotel Rm Nights - $755M Hotel spend-
booked by 2,700 travel advisors
 Direct Travel is the 11th Global travel agency for
Accor  Accor Preferred Partner – NA POS  Room Nights : 51,306 RNS  -3% vs 2018

 Ranked #9 on Travel Weekly’s Power List  Core business is SME market with accounts <  Revenue : 10.5M€  0% vs 2018
$20M in air spend
 Business mix : 87% corporate travel | 5% group  Average Room Rate : 205.10€  3% vs 2018
| 8% leisure  Niche verticals: energy, marine, sports,
meetings & events and incentive travel Cognos YTD December 2019
 Main Corporate Accounts : Heineken, Netflix, Includes Legacy, FRS, Movenpick
LG, Dolby, H&M, Sotheby's, Mets, DocuSign,  Global presence with Direct ATPI Global Travel
Costco joint venture

 www.dt.com and www.directatpi.com  Latest Acquisition

 Professional Travel in Cleveland (ARC
Sales volume $287M

 Number of Accor Preferred Hotels with Consortia in 2020:

2 333 properties

 Dedicated Rate Access Code Global Hotel Program :

DTI (promo code of DTV)
291
Travelsavers Information

 Contract Validated Date : Annual Contract • Their members book more than 22 million room
nights worth $3.85 billion in annual revenue
 TRAVELSAVERS is the 18th Global Travel
Agency for Accor • They continuously promotes the importance of  Room Nights : 19,543 RNS  17% vs 2018
its Preferred Hotel Program to more than 25,000
 Business mix : 45% Leisure / 55% Corporate front-line advisors worldwide  Revenue : 3.3M€  28% vs 2018

 Main Corporate Accounts : VOLVO, DELOITTE • TRAVELSAVERS online booking tool, TripXpress,  Average Room Rate : 170.00€  9% vs 2018
… is available to all agency members for both
corporate and leisure travel. TripXpress displays Cognos YTD December 2019
 www.travelsavers.com Includes Legacy, FRS, Movenpick
the TRAVELSAVERS Preferred Hotel Program
rate codes as preferred rates. TripXpress has
become a crucial booking tool, especially for the
home-based NEST agents.

 Number of Accor Preferred Hotels with Consortia in 2020 :

2 333 properties Hotel identified
as preferred hotel
 Dedicated Rate Access Code Global Hotel Program : in TripXpress
TSA, TS8
292
Hickory Information

 Contract Validated Date : Annual Contract • Reach over 2,500+ agencies

 Room Nights : 26,524 RNS  13% vs 2018
• For corporate travel agencies, corporate travel
 Hickory is the 21th Global Travel Agency for
departments (CTDs) and corporations in 1,600  Revenue : 2M€  10% vs 2018
Accor
locations and 33 countries
 Business mix : 75% Corporate / 25% Transient • Top agency member in the USA  Average Room Rate : 78.10€  -3% vs 2018
• Book of $2 Billion in hotel spend annually
 Main Corporate Accounts Booked by Cognos YTD December 2019
Affiliated Agencies : ZUP IT, PERNOD • Agencies not only book the special negotiated Includes Legacy, FRS, Movenpick
RICARD, MYDENTIST HFH rate code, but also the hotels special rate
offers via the promotional EZR rate code
 Hickorytravel.com

 Number of Accor Preferred Hotels with Consortia in 2020 :

2 333 properties

 Dedicated Rate Access Codes Global Hotel Program : HFH

 Secondary Promo Codes: EZR

 5.2
FASTCOM
COMMISSION PAYMENT PROCESS
294
2021 Contract conditions
For Radius, FCTG, Consortias, Amex GBT, BCD & CWT
The below extra commissions are required from the participating hotels to be distributed
as preferred hotels in 2021 Radius, FCTG, Consortia, Amex GBT, BCD & CWT deals
Extra commissions are calculated per room night revenue on all commissionable rates only
 The fee model may change next year. If it is the case you will be solicited again for
your participation

LUXE BRANDS
Sofitel, Sofitel Legend, SO/, Pullman, Mgallery by Sofitel,
Adagio Premium, Grand Mercure, The Sebel, Rixos,
Banyan Tree, Mantis, Mövenpick, 21c 3.9 %
----------------------------------------------------------------
MIDSCALE BRANDS
Novotel, Novotel Suites, Mercure, Adagio, Mama Shelter,
3.9 %
HiPark by Adagio, Tribe
----------------------------------------------------------------
ECONOMY BRANDS
2%
Ibis, Ibis styles, Ibis Budget, Adagio Access, All Seasons,
Greet
295

Payment process of Extra commissions via FASTCOM

 Participating hotels will find the extra commissions to be paid Amex GBT, BCD, CWT, FCTG,
RADIUS & CONSORTIA in the proof sent by Accor centrally through FASTCOM. The extra
commissions have to be paid in addition to the standard commission.

 This extra commission is used to pay fixed costs (for example marketing fund for an action
plan validated by Accor and the TMC/consortia, entry fees, incentives (such as market share,
performance or attachment rate incentives) and variable costs (such as Transaction fees)

 Collection of the extra commissions is mandatory (obligation to validate the amounts in

FASTCOM). Once a hotel has decided to be part of the agreement and that the stay is
consumed.

 Extra commissions will be collected and sent to Accor global sales as the payment to Amex
GBT, BCD, CWT, FCTG, RADIUS & CONSORTIA is handled centrally. Extra commissions are
paid weekly to Global Sales, following payment made by hotels.

 A fee of 0,05€ per transaction will be paid by the participating hotels to Onyx Payments
every week.

 Hotels must notify their participation to their finance managers and accounting
department.
 5.3
PRERRED PARTNER AGREEMENTS
UNDERSTANDING KEY CLAUSES
 Legal context
In order for you to have a better understanding of
the global deals , we are sharing with you the main
components of the legal document.

By opting-in, it means that you agree with the terms

described in the following slides.

1. Definitions
2. Purpose
3. Remuneration
4. Personal Data
5. Hotels Indemnification
6. Insurance
7. Confidentiality
8. Anti-Bribery

297
 Definitions used in our global deals

 Affiliate means a person or entity, directly or  Network Agencies means the online and offline
indirectly controlled by, controlling or under travel agencies with their IATA number, including
common control with another person or entity. where relevant the Travel Agency, located
throughout the world, which it operates directly or
 Guest means people travelling for corporate indirectly through affiliates and branch offices, as
purposes well as through independent partners in the
business of offering third party travel services to
 Hotel means any hotel, resort or residence which is corporate customers for the business travel
owned, managed, franchised, operated under any purposes of its employees, including hotel room
ACCOR’s brands all around the world. The new reservations.
brands that ACCOR may develop, create or acquire
whether by way of merger, acquisition of hotels,  Preferred Hotel means any Hotel which agrees to
assets and business, and/or hotel brands’ pay extra fees to the Travel Agency for being
acquisition, shall be eligible to become a “Hotel.” granted with a Preferred Hotel status.

 Taxes means any taxes, levies, imports, duties,

charges, fees or withholding taxes (including value
added tax) of any nature now or hereafter imposed
by any governmental, fiscal or other authority.
 Purpose Term
 ACCOR, on its own behalf and on behalf on the
Preferred Hotels, hereby appoints the Travel
Agency as an agent as per competition law to  The Agreement shall commence on the date
provide the services of promotion and marketing of its execution (the “Effective Date”) and shall
of the Preferred Hotels specified in the Agreement remain in force for an initial period of twelve
for the direct and onward distribution to Guests in (12) months as from the Effective Date.
accordance with the terms and conditions as set
forth in the Agreement on the channels.  It shall expire at the end of this initial period
and shall not be renewed unless agreed in
 Hotel shall sell to the Travel Agency public and writing by both ACCOR and the Preferred
non-public rates only to corporate companies from Hotel.
the business travel purposes of its employees
 Remuneration
 The standard commission is paid per consumed  For hotels not participating to Fastcom, invoice
room night to the Network Agencies having made will be paid by the Participating Hotel to the
the booking. Standard commission is only paid on agency after validation by Hotel and payment will
public rates, excluding negotiated rates (discounted be made within thirty (30) days of invoice. In all
corporate rates). cases, Network Agencies will have the obligation to
send an invoice to the Hotel, including the rate, the
 The standard commission is paid at the departure of commission as well as all necessary information
the Guest after validation by the Hotel which shall regarding Taxes.
intervene within a period of thirty (30) days to the
Network Agencies having made the booking.  The standard commission shall be calculated net
of any Taxes on the room night revenue. The
 The standard commission will be paid to the standard commission shall not be calculated on
agencies having made the booking via the automatic the cancellations and no shows revenues. The
Accor commission payment tool (Fastcom) when basis for calculation of the standard commission
available. If the ACCOR commission payment tool may be freely modified by ACCOR at any time
(Fastcom) is not available in the Hotel or if the agency during the term of this Agreement.
is not linked with the ACCOR commission payment
tool (Fastcom), then an invoice shall be sent by the  Currency of payment : the standard commissions
Agency to the Hotel summarizing all the eligible shall be paid by the Network agencies:
reservations made for payment. - In the local currency of the hotel country for the
standard commissions expressed as a percentage
- In the currency in which the standard
commission is defined in the table below for the
standard commissions expressed as a fixed amount.
 Personal Data Hotels Indemnification

 The Travel Agency, the Hotel and ACCOR (each  Any Hotel shall defend, indemnify and hold
acting as an independent data controller) harmless the Travel Agency, its Affiliates and their
warrants to process and transmit personal data respective officers, directors, employees and
only in compliance with all data security and data shareholders from and against (and pay the full
protection laws applicable to it, in particular the amount of) all third party claims, demands, suits,
GDPR. causes of action, judgments, liabilities, costs,
losses and expenses (including reasonable
attorneys’ fees), which any of them may suffer,
incur or pay out, in whole or in part, to the extent
by reason of, or to the extent in connection, with
acts or omissions by Hotels of gross negligence
or willful misconduct.
 Insurance

 Hotels undertakes to take out and maintain a

civil and professional liability insurance policy
with a reputable insurance company.

 Minor Guest complaints relating to

accommodation services provided under this
Agreement shall be handled directly at the
relevant Hotel level in line with the Hotel internal
policies.
 Confidentiality
 Hotel shall treat as confidential and not disclose iii. such disclosure or use is specifically required
to any third party (other than their Affiliates on a by applicable law or by a court, administrative
need to know basis) the existence of this agency or other governmental body;
Agreement, the content of this Agreement, the iv. such disclosure or use is necessary to defend
transactions consummated pursuant to this its interests in connection with any judicial or
Agreement, any trade secret within the meaning administrative proceeding; or
of Article L. 151-1 of the French Commercial Code v. the relevant Confidential Information becomes
and any information concerning any of the Parties, publicly available, other than by a breach of
its activities, its customers, its financial results, its this confidentiality undertaking, provided that,
development and its strategy, which is obtained prior to such disclosure or use, the receiving
directly or indirectly from the other Party in the Party shall (i) promptly notify the disclosing
context of or in the course of performance of this Party (to the extent permitted by applicable
Agreement (the "Confidential Information"). law) to give the disclosing Party the
 Notwithstanding the foregoing, a Party may opportunity to review, narrow or prevent such
disclose or use any Confidential Information to the disclosure or use, and (ii) use its best endeavors
extent that: to ensure that the receiving person or entity
i. such disclosure or use is expressly keeps the Confidential Information
authorized by this Agreement to the extent confidential and does not use the Confidential
strictly necessary or proper for the purposes of Information except for the purposes for which
this Agreement; the disclosure is made.
ii. such disclosure or use is specifically  Should this Agreement be voided or terminated,
authorized with the prior written consent of the this Article shall remain in full force and effect for a
disclosing Party; period of three (3) years.
 Anti-Bribery

 The Hotel undertakes to respect the most  The Hotel warrants, represents, and undertakes
stringent anti-bribery and corruption legislations that in performing services under this
in all of its activities. Agreement it will comply with and abide by the
Accor Ethics & CSR Charter available on
 The Hotel represents and warrants that, in https://www.ACCOR.group/en/group/our-
respect of the Agreement and the matters that vision/ACCOR-ethics-and-compliance# .
are the subject of the Agreement, it will comply
and ensure that its employees, officers, directors  Failure to comply by the Hotel and its Affiliates
will comply with all applicable anti-corruption shall be deemed to be a material breach of this
laws and that it have not given or promised to Agreement giving right to early termination of
give and will not give or promise to give any this Agreement with immediate effect, without
money, benefit or anything of value, whether notice and without prejudice.
directly or through intermediaries, to or for the
use of any person (private individuals as well as
Public Officials) where such money, benefit, of
thing of value would be for purposes of
obtaining or retaining a commercial advantage,
inducing or rewarding the recipient for acting
improperly, or where it would be improper for
the recipient to accept the benefit.
 5.4
PRERRED PARTNER AGREEMENT
PARTICIPATION KIT
 TMC & consortia global deals : Financial flows

Hotels are charged as Client bills are paid as

follows : follows :

Global components :
Global components paid to client HQ :
Legacy : fastcom Paid by global sales via
Paid byFglobal
R S : csales
hargebacks Aspen/coupa platform

Standard commission : Standard commission:

Fastcom for all brands Via Onyx to IATAs directly

306
 TMCs and Consortia 2021 : funding business models
Legacy
% on Public revenue - COMPONENTS :
Charged via Fastcom : paid by global sales
LUXE BRANDS 3,9%
Sofitel, Sofitel Legend, SO/, Pullman, FIXED FEES
Mgallery by Sofitel, Adagio Premium, Grand Entry Fee
Mercure, The Sebel, Rixos, Banyan tree, Marketing Fund
Mantis, Mövenpick, 21c Listing fees

MIDSCALE BRANDS 3,9% VARIABLE FEES

Novotel, Novotel Suites, Mercure, Adagio,
Transaction fees/ P4P
MamaShelter, HiPark by Adagio, Tribe
Capped Perf Incentives
• Revenue/Room nights
ECONOMY BRANDS 2%
• Market Share
Ibis, Ibis Styles, Ibis Budget, Adagio Access,
All Seasons, Greet
• All Attachement rate
307
 TMCs and Consortia 2021 funding business models
FRS
MEGA AGENCY FUNDING MODEL
Managed by Global Sales w/chargeback support by HUB finance teams to hotels

VARIABLE FEES
FIXED FEES
Pay-for-Performance Fees
Listing fees  (PFP)Transaction Fees
 Program participation fees  Terms vary by account
 € per rm night or % or rev
 In lieu of pay-for-performance
 Qualifying rate codes
fees
 Annual PFP criteria provided
 Uncapped
Other fixed fees
 Preferred partnership entry fees Performance Incentive Fees
 YE overrides based on set targets
 Marketing & sponsorship fees
 Market share
 Determined by hotel’s % of share  ALL loyalty attachment
based on historical data & overall  Revenue/rm night performance
weight of total account revenue  Capped
 Fixed Fees + Variable Fees Calendar

S e p ‘20 J a n ‘21 Fe b ‘21 Ma r ‘21 Apr ‘21 Ma y ‘21 J un ‘21 J ul ‘21 Aug ‘21 S e p ‘21 Oct ‘21 Nov ‘21 De c ‘21 J a n ‘22
PFP FINAL Mega PFP
Me ga PFP
Me ga Age ncy Cha rge ba c 2021 Me ga Agency Cha rge ba c Cha rge ba ck
Communiqu k for k for Age ncy
Age ncy Hote l Communi for Q3+Q4
é s e nt to a ll Q3+Q4 Cha rge ba ck Q1+Q2
Fe e s 2021
Months

Hote ls with 2020 Fe e s 2021 qué s e nt

P re limina ry Communi #2 to a ll
Fe e s – for qué s e nt to Hote ls with
ye a r 2021 a ll Hote ls P re limina r
y Fe e s –
Communiqué Mega for ye a r
include d: Agency 2022
• 2019 Hote l
P roduction
Re port by Cha rge ba ck
Account #1
• 2021
P re limina ry
Fe e s pe r
Account
• 2021 P FP
Crite ria
• Globa l
Ince ntive s Mega Agency Communiqués sent to Hotels via Hubs to share fees (FIXED FEES + Estimated VARIABLES)
Es tima te s
Hotel Chargebacks relating to Mega Agency Fees (FIXED FEES)

PFP (Pay for Performance) Fees charged back to Hotels for their actualized revenue (VARIABLE FEES)

*** All Fees are in Euros

 Example of Global Marketing actions funded by the hotels !
AVG OVER 200 MARKETING PLACEMENTS & 40+ CLIENT EVENTS EACH YEAR- HOTEL FUNDS AT WORK
 Example of Global Marketing actions funded by the hotels !
AVG OVER 200 MARKETING PLACEMENTS & 40+ CLIENT EVENTS EACH YEAR- HOTEL FUNDS AT WORK
 TMCs and Consortia 2021 funding business models

MANTRA SBE

Hotels charged and Hotels collects and

clients payment : by clients payments : by
Pacific teams : NCA team
Specific negotiations in 2021
Specific negotiations in 2021
Except 3 hotels opened as legacy

Contact : Ranga Chidawanyika

100% handled by Pacific hub
Ranga.C@accor.com
Contact : Anne Gill :
anne.gill@accor.com
 TMCs and Consortia yearly recruitment timelines and tools

TOOLS FOR RECRUITEMENT

Timeline :
Legacy : vertical mail
FRS : lanyon

Early to Mid
September Mid Oct
Launch by global sales Platforms closed
and hubs
Legacy and FRS hotels
End September recruited regrouped on a Mid Nov until Mid
Deadline to opt-in specific exel file by global
December
sales, sent to loading teams
Loading done by distribution
teams : under rate access
codes + extra commisison for
legacy

Submissions in lanyon for

legacy properties
 2021 Legacy Global Recruitment Form
#1 – OPEN IN FIRST

The purpose of the INTRO OPEN IN

FIRST tab:

• Recap info on the extra commission

• List all the TMC and consortia
• Indicate the Tarskey used, under which
preferred hotels are loaded
 2021 Legacy Global Recruitment Form
#2 – FORM TAB
The purpose of the Form tab:

• Confirms participation program

selection and agreement of
applicable fees
• Consortia : bundled recruitment
IMPORTANT
This form must be completed by the
hotels and submitted for participation.

It is used by IGT to action hotel rate

loading in TARS/GDS.

Hotel/FOR/Sales need to send it to :

Distribution.hotelonboarding@accor.com
If you want to be in copy of the
response, please copy your request to
your hub TA generic address
 Legacy Recruitment & Loading Process flow

Individual
Individual
2 Solicitation kit
Solicitation kit 3

Individual Hubs Distribution.hotelonboarding

1 Loading @
Solicitation kit (Sales or 4
Hotels confirmation to Accor.com
Hubs Loading FOR (IGT)
5 the sender(s)
(Sales or confirmation Or hotel) And copy :
FOR) your generic email address if
you want to receive the
loading confirmation
 FRS Hotel onboarding - TMC & Consortia Hotel Program Recruitment
KEYS TO SUCCESS

Checklist for onboarding a Fairmont, Raffles or Swissôtel hotel outside of the annual TMC & Consortia hotel
program recruitment cycle:
STEP 02

01 03
• Guide Hotel in program
selection STEP 04
START

• Review process & fees

• Confirm completion of Completed on behalf of
rate loading form – with Hotel once form is
Lanyon Prep Lanyon RFP Action
cc to Sylvette Sevigny submitted.

STEP 01 STEP 03

02 04
• Assist Hotel in setting up a Lanyon
** Facilitated by Sylvette Sevigny
Log in and Password
• open RFPs to Hotel upon receipt of

STOP
• Explain the importance of updating
rate loading form
Property Content
• Instructions/training docs will be
** All TMC & Consortia RFPs are Recruitment Kit Rate Loading
provided to Hotel for completion &
completed by the hotel using the
next steps
Lanyon tool
• Final RFP submission and
acceptances will be shared with Hotel
 2021 FRS Global Recruitment Form
#1 – OPEN IN FIRST

The purpose of the Open in First tab:

• List all the TMC and consortia

• Indicate the Tarskey used to load
preferred hotels
 2021 FRS Global Recruitment Form
#2 – FORM TAB
The purpose of the Form tab:

• Confirms participation program

selection and agreement of applicable
fees
• Triggers rate mapping and loading for
hotel
IMPORTANT
This form must be completed and submitted for
participation.

It is used by IGT to action hotel rate loading in

TARS/GDS.

Needs to be sent to :
Distribution.hotelonboarding@accor.com
If you want to be in copy of the
response, please copy your request to
your hub TA generic address
Copy : sylvette.Sevigny@accor.com
 2021 FRS Global Recruitment Form
#3 – FRS FINANCIAL INFO TAB

The purpose of the FRS

financial info tab :

• Educate the Hotels on

applicable program fees.
Fees vary by account
with some requiring a
(fixed) listing fee and
others with pay-for-
performance (variable)
fees.
• Inform Sylvette Sevigny
that hotel wants to
participate so that once
completed hotel will
complete lanyon
 2021 FRS Global Recruitment Form
#4 – PFP DETAIL TAB

The purpose of the PFP (pay-for-performance) detail tab:

• Tool for Hotels to estimate their variable fees; i.e. if they participate in the Radius program, the hotel will
need to forecast to pay 1.35% on all actualized transient revenue production.
 Recruitement & Loading Process ( hotel integration)
FRS

Cvent
(formely
Complete RFP 1 Lanyon) 2
in Cvent b b Inform
(formerly Sylvette
Lanyon) Sevigny when
Individual completed Individual
Solicitation Solicitation
2 3
kit kit

Distribution.hotelonboarding@
Individual Accor.com
Hubs 1 Hubs Loading (IGT)
Solicitation kit Hotels 5 Loading 4
(Sales or FOR) (Sales or FOR) confirmation copy to :
confirmat
to sender(s) - your generic email address if
ion
you want to receive the loading
confirmation
- Sylvette.sevigny@accor.com
 Support : Audits
Full audits on the
preferred scope

1. Carefully read the word

document « user guide »

2. Fill in the excel form and

send to :

Contact :
distribution.offers@accor.com
324
Support : check list
« One shot » issues to be
solved :

In case your clients do

not find a hotel

1. Check if the hotel is

preferred

2. Please fill in the attached

form and send to :

Contact :
tarsline.connectivity@accor.com
Template 2021 - 1/2
OVERVIEW
 Template 2021 - 2/2
FOCUS ON KEYS AMENDEMENTS

Addition of a Force Majeure clause:

 Force Majeure Event between Accor and the Travel Agency

 Force Majeure Event between a Property and a Guest : the Travel Agency is not
authorized to and shall not determine whether a Force Majeure Event has occurred
in relation to a booking on behalf of a Property and/or on behalf of a Guest.

Addition of a renegotiation clause in case of a material adverse change jeopardizing the

economical balance of the Agreement

Insurance: addition of a cap of a minimum amount of € 5 million and cyber-liability: the

big risk identified is if the Travel Agency does not put in place adequate security
measures and transmits a virus/malware to our connectivity (i.e. ACCOR CRS = TARS).
 User Guide - 1/2
OVERVIEW

The Worldwide Preferred Partnership Agreement template must be used:

 to frame the relationship with Travel Agency and Accor on behalf of the participating
hotels,

 with respect to the corporate customers travelling for corporate travel purposes,

 in order to facilitate, as an agent, the promotion and the sale of accommodation services
provided by hotels whose distribution is operated by Accor through the Travel Agency
network
Please seek the advice from your local Legal Counsel to confirm that this template matches
with Co-contractor’s business activity, and,
complies with local regulation, regardless the applicable law chosen in the contract.

The User Guide provides the following information:

 How to use the template; Awareness on key provisions; Who signs;

 Process to follow before sending the template to the co-contractor

 The list of the clauses that cannot be amended without legal approval and those whose
amendments may be subject to Sales & Distribution or Tax or Finance and/or Insurance
approval.
User Guide -
2/2
FOCUS
329

Question Answer
If there are new consortias we want to try to add,
when would you need to know that by? I'm To add a new consortia we would need to know by June-July the latest for Y +1
thinking of Reed & Mackay in the UK as the recruitment kit needs to be built, with client presentation, figures

Consortia needs to have global footprint and revenue in a global scope, accept
Is there a business case for it? Can we have those our targets such as performance incentive and all attachement rate incentive,
KPIs to prepare the possible new consortias in accept to conduct business reviews, with information sharing, share market
share information,, propose action plans to give accor visibility, accept accor
legal template, etc.
Yes Ibis Budget can opt in. They need to be fastcom, and accept to pay the 2%
extra commission. We accept them even though they do not have standard
Can I double-check that Ibis Budget can opt-in to
commission. It is better if they are in the 3 GDSs (as in the UK) but we also
this as well ?
accept hotels that are not in GDSs as some countries do still have offline
production even with TMCs
It is a legal and not a commercial topic : the HMAs signed by FRS properties
Will the FRS recruitment model always remain
imply the current business model which is quite transparent to the hotels. And
the same or will they over follow the legacy
Accor cannot move to the FRS business model currently with so many hotels
recruitment model?
participating it would be difficult to hold a per hotel Mega Agency budget with
legacy
330

Question Answer
hoteI had a quick query from WIN on :
Are you compliant with safety and security
Hotels are open after the safety and security commission come to the hotel to
accreditation
check that all is compliant with the national regulation.
or certification ISO31030 (Travel Risk
The hotels load in TARS the products and certificates they have in terms of
Management)?.
security and safety
Hotels said yes but they wondered if we really
were accredited. Is that related to Planet 21?

so far I never dhad any audit. The TMC send this Yes for TMCs it is usually Clément and Delphine who get audits, then you would
request to Delphine or Clement directly? get audits if you are in charge of a consortia with global deal in place – list in the
recruitement kit
So we need to use the audit excel spreadsheet
only for multiple properties and the check list for a
Yes Audit : multiple property, check list : single query
single query?

Can we please have all the updated documents at

the end of the call so that we are sure to have the
Yes , documents posted with this presentation
most up to date ones?
331

Question Answer
If the TMC does not sign the contract, where do
we stand in that situation? Does the negotiation /
agreement cease? It has always been very difficult No, this clause cannot be changed, it is important as it covers hotels ww, even if
to get contracts based on French Law across the signature is in a hub. If not possible, please contact legal teams for help
line in the Pacific region.

https://accor-
Recording of the session
my.sharepoint.com/:v:/p/cecile_berehouc/EfzqVV8ClvVKqQHF_kFhJ5QBhJv2
aQlZ8IX8mNvXWqDqgA
 Learn With Us

The e-learning program for travel agents to discover our online interactive training
program where they complete the 18 modules including the final quiz correctly to
become the “Accor Ambassador”.

An Ambassador certificate will be issued when all the modules are successfully completed

How to join: Visit www.accorhotelsforyou.com to enroll with the username and password
or click “First Visit” to create an account
 SALES SUPPORT DESK INTRODUCTION

Welcome
It’s a pleasure to introduce you to the Sales Support Desk and my team of 4 passionate Sales people in Bangkok.
Singapore and Jakarta. Shortly you will meet the team and have a better understanding of the work we do to Support
the Leisure and Corporate segment and their customers.

How to Use The Sales Tools and Programs Playbook

There are 2 versions of the Playbook. You will find 1 Master Playbook that has all the sections stitched together or the
version that is broken down by section. In the Sales Tools and Programs section there are 3 parts as follows:

PART 1 - SALES SUPPORT DESK INTRODUCTION & TEAM

PART 2 - SALES TOOLS
SRISUDA PART 3 - SALES PROGRAMS
SALES SUPPORT &
PROGRAMS DIRECTOR
I hope you find the Sales Tools and Programs Playbook helpful and if you have any feedback or require any further
assistance please be sure to contact me or share with our team.
 SALES SUPPORT DESK RESPONSIBILITIES
The Key Responsibilities of the Sales Support Desk include:

ISC ( International Sales Coordinators) to facilitate RFPs between Hotels and our Corporate Sales Managers to solicit,
collate and distribute RFI and RFP between all stakeholders. The Sales Desk team work collaboratively with the corporate
Sales team to contract all RFPs during the annual RFP season.

LEISURE CONTRACTING. The Desk is responsible for facilitating the annual Leisure contracting process and works
collaboratively with Hotels and Hub Leisure Sales Managers to solicit and submit all annual Rate agreements with
customers.

PROSPECTING The Sales Desk undertakes Prospecting calls to drive Meetings and Events Business from non managed
accounts and from new industries and markets.

LEAD CATCHER. Oversee the ALL-CATCHER program where Hotels can send leads to other Accor Properties if they are
unable to accommodate a group lead.

SALES TOOLS & PROGRAMS. The Desk is also responsible in managing the Sales related activities of our tools and
programs like ALL Meeting Planner, Preferred Partner Programs solicitation programs and provide support and guidance
for sales systems for the Hub sales team on Anais and Cvent.

SALES REPORTING The Desk can also run Anais reporting for all sales segment and provide monthly and annual reporting
for key programs and tools for our hotels.
 1
THE SALES SUPPORT DESK TEAM
 Sales Support Desk Team (SSD)

SRISUDA SOMARPORN
Director Sales Programs & Support
SE Asia, Japan & SK

KHANOK-ON T.
Business Development
Director
SE Asia, Japan & SK

ANGKHANA C.
Business Development
Manager
SE Asia, Japan & SK

PALUPI W.
Business Development
Executive
SE Asia, Japan & SK
BASED IN

Singapore Ho Chi Minh Bali

Bangkok Tokyo
Jakarta Seoul

5 Support Global Sales Accounts as

ISC coordinators
 LEISURE BUSINESS
TRAVEL MEETINGS & EVENTS
€ 174 k

KARYA TENAGA TRAVEL &

TOURS
Palupi Wardhani LUXURY TOUR AHBO
Jakarta Based NEW BUSINESS NEW BUSINESS
DEVELOPMENT DEVELOPMENT
BUSINESS DEVELOPMENT
EXECUTIVE
SE Asia, Japan & SK

2019 REVENUE | € 174,599

KEY OBJECTIVES:
• Prospecting Meetings & Events
• Prospecting AHBO accounts
• Main point of contact for BT RFPs for
Malaysia, Indonesia
 BUSINESS AIRLINE MEETINGS & EVENTS
TMCs
TRAVEL € 327k € 1.07m
€ 1.3m € 1.3m

TMC | POS TH GLOBAL LEAD

Khanok-on T. REGIONAL LEAD

MANUF FRANC RAJAH TRAVEL THAI AIRWAYS

THIRD PARTIES

Bangkok Based CORPORATION CWT TRAVEL SERVICES

PNEUMATIQ
(THAILAND) LIMITED
MICHELIN PHILIPPINE AIRLINES
BUSINESS DEVELOPMENT
GBT (THAILAND) CO. LTD.
DIRECTOR TOYOTA MOTOR BANGKOK AIRWAYS
SE Asia, Japan & SK PUBLIC CO. LTD. RAJAH TRAVEL CORPORATION

KEY & STRATEGIC ASIAN ORIENTAL EVENTS CO. LTD.

2019 REVENUE | € 3,786,668 DEVELOPMENT BANK*
ETA
CHAROEN POKPHAND
KEY OBJECTIVES: FOODS PUBLIC CO. LTD – DESTINATION ASIA MICE
WESTERN DIGITAL
• Prospecting Meetings & Events ROOMY ROUTE
• Prospecting AHBO for Thail/Phill TECHNOLOGIES INC *
• Main point of contact for BT RFPs UNITED LABORATORIES THAILAND CONVENTION &
INC* EXHIBITION BUREAU
for Thailand and Philippines
• Lead for Thailand TMCs SAN MIGUEL THAILAND INCENTIVE AND
CORPORATION* CONVENTION ASSOCIATION
 BUSINESS
AIRLINE MEETINGS & EVENTS
TRAVEL

Angkhana C. AHBO NEW BUSINESS

Bangkok Based DEVELOPMENT NEW BUSINESS
NEW BUSINESS
OF DEVELOPMENT
BUSINESS DEVELOPMENT DEVELOPMENT
DECENTRALISED
MANAGER AIRLINES IN
SE Asia, Japan & SK
THAILAND

KEY OBJECTIVES:
• Prospecting Meetings & Events
• Prospecting AHBO accounts
• Main point of contact for BT RFPs for
Cambodia, Japan, Laos, Maldives,
Myanmar, Philippines, Thailand
and Vietnam
 2
SALES TOOLS
 2.1
ANAIS
 ANAIS Hotels

 With evolving client expectations and increasingly complex referencing

processes, the rules of B2B distribution are changing.

 To support hotels with these new challenges, Accor has developed A.N.A.I.S. –
a new sales application which is a Customer Relationship Management
technology provided by salesforce.com.

 Federating Accor's entire Sales Community in hotels, sales offices and

Global Sales, A.N.A.I.S. will facilitate and enhance worldwide collaboration
and information sharing.

 A.N.A.I.S. has been designed to help hotels of all sizes to

o manage their local client portfolio
o centralize and structure client and prospect information at hotel -or
cluster- level
o work with central teams to promote their hotel with large, managed
accounts
o access Accor's B2B database

 A.N.A.I.S. will allow hotels to grow their B2B business, increase client
satisfaction & loyalty, and save time on administrative tasks.
 The benefit of ANAIS Hotels

Increase your revenue & market share Save time on low added-value tasks
 Develop your B2B client portfolio:  Daily work organization & reporting
o Set up a more structured and consistent o Tasks & activities follow-up, centralized list of
commercial approach with ANAIS open opportunities, preset reports and
o More time and tools for prospection activities in dashboards
your primary zone
 Efficient internal communication
 Work more closely with central sales teams to help o Less e-mail/call back & forth, autonomous access
them promote your property to larger accounts: to client information, key documents and
o Retrieve key information on major accounts and opportunity statuses
international RFPs
o Easily get in touch with the account managers and  Business meeting preparation
learn how your hotel can integrate a client hotel o Interaction history at a glance, centralized key
programme information, inputs on general activity with
Accor

 Faster integration of new sales staff

o User-friendly, intuitive interface,
centralized client knowledge and history
LICENSE MANAGEMENT
License Management

Each hotel will have at least one ANAIS hotels user owned by their
General Manager and additional licenses for sales, conferencing or
revenue team members.

ANAIS License is nominative

License costs EUR300 per user per year

* Calendar cycle basis & Automatic renewal

License replacement is free of charge

* Within the same hotel

New hotel deployment is performed on monthly basis

* Contact Naparat.MOOLTRA@accor.com

347
 2.2
CVENT FOR CORPORATE
(Previously Lanyon)
 A

NEW
CONTRACTING
80% of Key or Strategic Corporate clients
SOLUTION use Lanyon to launch their RFPs
Revolutionizing Accor contracting

1 2 3

Efficient Flexible
contracting rate strategy
systems management

ASA replaced An efficient Rates are bookable

by Lanyon negotiation all along automatically once
a user friendly the RFP season RFPs are accepted
solution
 Actions required at activation

1 B2B Room Category Mapping in HOD: Group roomtypes with the same pricing into one
category for contracting ie. Standard Pool View, Standard Garden View into STANDARD

2 Transaction Code (for Opera hotels): Make sure Transaction Code and Package Transaction Code is
updated in HOD to allow automatic workflow and contract rate to be successfully distributed

3 Price breakfast in MBUFF code to allow BB rates to appear to client correctly in DATAWEB

4 Ensure that BOD, Tax Information and Rate Plan have been setup in Cvent

All of the above has to be completed to ensure data is setup correctly for a
successful contracting process

352
 License Management
CONTACT

TARS-LINE.ANAIS@accor.com

A CCOR B USINESS O FFER HOTELS T OOLKIT 2020

 2.3
CVENT FOR LEISURE
 Cvent (formerly Lanyon) for Leisure
A tailormade solution developed for Accor Hotels

Accor & Cvent have worked together FIT

to develop a brand-new platform
dedicated to leisure contracts. €550 Million

This platform is unique worldwide

and is currently exclusive to Accor, Groups

€400
giving us an edge over the
competition. Million
 Why will we use Cvent (formerly Lanyon) for Leisure?
To simplify and align the B2B contracting process through an industry-leading solution

01 02 03

Powerful User-friendly Integrated

Cvent (formerly Lanyon) for Leisure Flexible rate management. Contract or Cvent is fully integrated into the Accor
FIT, Annual Groups and Series renew at anytime with no restriction on ecosystem
contracting Contract validity dates
Automatic rate code creation for ipms
A secure, cloud-based solution. No Flexible meal plans. Choose and build your (opera, fols) for FIT contracts – no rework, no
intervention needed on your Meal plan according to your needs (options double input
computer and no extra VPN or from BB to HB or FB through to ALL
specific IT configuration. inclusive) One-stop solution. Same solution for
corporate and leisure contracting. 100%
A state-of-the-art BtoB contracting New user experience. Fresh, clean design. interface with ANAIS
solution Simple workflow to create your rates &
contracts faster 100% scalability. Any new hotel joining Accor
will have access to Cvent
 Actions required at activation

1 Set up 5 new products specific to Leisure contracting both in HOTEL DESCRIPTION

• Breakfast U2C Leisure
• Lunch U2C Leisure
• Dinner U2C Leisure
• Alcoholic beverage U2C Leisure
• Non alcoholic beverage U2C Leisure

Make sure 5 new products above are synchronized to DATAWEB and enter F&B tax to each
2 of the product

B2B Room Category Mapping in HOD: Group roomtypes with the same pricing into one
3 category for contracting ie. Standard Pool View, Standard Garden View into STANDARD

4 Transaction Code (for Opera hotels): Make sure Transaction Code and Package Transaction Code is
updated in HOD to allow automatic workflow and contract rate to be successfully distributed

5 Ensure that BOD, Tax Information and Rate Plan have been setup in Cvent
 License Management
CONTACT

TARS-LINE.ANAIS@accor.com

A CCOR B USINESS O FFER HOTELS T OOLKIT 2020

 2.4
TAGS
THE ACCOR GROUPS SOLUTION
BACKGROUND A huge market in digital transformation

A SMALL MEETING
A 520B€ MARKET A MARKET INCREASINGLY
MARKET
TO BE ADDRESSED INTERMEDIATED
ONLINE POTENTIAL

Worldwide M&E market estimated at

43% Small Meetings <30 pax are
520 b€ intermediation worldwide
62% of all events
Half for hospitality ~50% for AccorHotels

US studies project a systemic increase Small meetings relatively

with a Growth potential of of digital e-intermediation from unintermediated
~5% per year 11% in 2013 to 37% ~3% to 10%
to 2024 but targeted by online solutions
THE SOLUTION 2 ambitions 2 solutions

Streamline the M&E and leisure Benefit from a growing market

RFP management for small online groups
(E-RFP websites ie. Cvent, Starcites, etc.) (via ALL.com and the new B2B website)

ALL YOUR DISTRIBUTED THE REAL TIME ONLINE RESERVATIONS

RFP IN ONE PLATFORM WITH FOR M&E GROUPS WITH
THE SOLUTION Benefits

Hotels using MeetingBroker are able to receive Hotels using Delphi.fdc and TAGS Extranet are
all RFPs into one streamlined system able to sell meeting space in real time on

Manage and prioritize group leads more No delay in response to clients =

efficiently to improve revenue management of Client save time
groups No request for non available period =
You save time

GENERATES REVENUE ! YOU SELL MORE !

THE SOLUTION TAGS On Demand - How ?

RFP
CRS

NON DELPHI.FDC
Manage RFP
NOR OPERA S&C
S&C

Manage RFP From Delphi.fdc

directly in
MeetingBroker
S&C
PMS

PMS
THE SOLUTION TAGS Online - How ?

Rate Level
management
THE REAL TIME ONLINE
RESERVATIONS FOR M&E GROUPS
BOOKINGS

TARS
CRS
EXTRANET

BOOKING RECEIPT
S&C OR

Booking receipt
Exposure control NON DELPHI.FDC
EXPOSURE CONTROL DIRECTLY
HOTEL IN YOUR S&C

OPTIONAL
PMS

PMS
SCENARIOS Different options for different types of hotels
SIMPLE GROUP HOTELS COMPLEX GROUP HOTELS

PMS
(Not interfaced with S&C) (Not interfaced with S&C) (Integrated in S&C) (Interfaced with Delphi.fdc)

Sales & Catering OTHER S&C or

Options NO S&C

TAGS On demand
Required

TAGS Online
Optional

RECOMMENDATION :

MeetingBroker TAGS Extranet Delphi.fdc

1) All hotels which receive 30 RFP per year from sales offices and/or meetings.accorhotels.com Hotels having a minimum of Hotels having a minimum of
2) All hotels which receive less than 30 RFP from sales offices and/or meetings.accorhotels.com counting : 3 meeting rooms and/or are 5 meeting rooms and/or are
• More than 81 bedrooms + 3 meeting rooms making more than 10% of making more than 20% of
• Less than 80 bedrooms + more than 6 meeting rooms turnover on M&E turnover on M&E
 3
SALES PROGRAMS
 3.1
AHBO
ACCOR HOTELS BUSINESS OFFER
 Accor Business Offer

Opportunity to provide clients with competitive pricing using AHBO to influence

the remuneration level

A Global Offer available in more than 4 100 hotels, in 100 countries

Luxury Premium Midscale Economy

 Accor Business Offer
Offer description

Accor Business Offer is Accor’s Chainwide discount offer,

consisting in a predefined discount % off public rate,
applicable in a global perimeter of hotels

RO & BB

Public flexible rate conditions applies

(RA1 / RB1*)
* Reference rate may vary depending on the brand

DIRECT Accor channels

& INDIRECT channels (GDS, HCORPO, HRS, etc.)

The Accor Business Offer is contracted by Central Sales teams

Hotels can also contract the Accor Business Offer for their local accounts
who can commit at least 50 roomnight per year

Corporate Clients with international business potential

Intermediaries are not eligible
 Accor Business Offer
Range & Eligibility

Annual Business Potential | National & International

Over Over Over Over Over Over Over Over

10 000 € or 50RN 150 K€ 300 K€ 500 K€ 750 K€ 1 M€ 2 M€ 4,5 M€

Room Only
-9% -10% -11% -12% -13% -14% -15% -16% -17%
or
BB

Central Sales Contracting

Hotel Contracting Central Sales Teams are able to contract the Accor
Business Offer on all levels of discount, for any client
Hotels fill up the form of Accor that meet the eligibility criteria
Business Offer request and submit
to NSO for their local accounts.
The discounted rates will be
applicable in all 4 000 hotels, on
Accor direct channels only.
* Exceptions may exist depending on the brand.
Please contact your Regional Sales Office for more details
 Accor Business Offer | Hotel Contracting Process

As a hotel, you can activate an Accor Business Offer contract for your local accounts*,
with a discount level of 09% or 10% (Room Only or BB).
This offer will be distributed on Accor direct channels only.

If your client requires third party distribution, or a discount level above 10%,
please contact SEAJSK.MEETING.CONCIERGE@accor.com
*Account not managed by an Accor Central Sales Office

A CCOR B USINESS O FFER HOTELS T OOLKIT 2020

A CCOR B USINESS O FFER HOTEL T OOLKIT 2020

Accor Business Offer | Hotel Contracting Process

As a hotel, you can activate an Accor Business

Offer contract for your local accounts, with a
discount level of 09% or 10% (Room Only or BB).

This offer will be distributed on Accor direct

channels only.

Submit the AHBO request form to

SEAJSK.MEETING.CONCIERGE@accor.com
 Accor Business Offer | Hotel Contracting Process

Once contract created, send a personalized Ecard to your client, including

its access codes to book the offer on Accor direct channels.

Your Accor Business Offer 2. HOW DO YOU GUARANTEE

YOUR PREFERENTIAL RATES?
access codes
This offer is available to all employees:

Through your company's own booking channels (travel agencies,

online tools, etc.)

Online: businesstravel.accor.com

On your smartphone, using the free ALL app

By phone: The ALL reservation team is available 24/7

Accor Business Offer
ENJOY INSTANT SAVINGS
By contacting the hotel directly
AT OVER 3000 HOTELS WORLDWIDE 1. BOOK NOW
We are delighted to confirm that your company COMPPE 3 0603 is now part of the NB: Remember to have your company username and your access code to hand when
Accor Business Offer programme. Company name: COMPPE 3 0603 making a reservation.
Company code: SCP503267
Whatever your trip purpose, enjoy best-offer rates in over 3000 hotels around the
Access code: CO578FR755
world. Travel in style and save at all participating Accor hotels: Raffles, Fairmont,
Sofitel Legend, SO Sofitel, Sofitel, MGallery by Sofitel, Pullman, Swissôtel, Adagio
BOOK NOW
Premium, Novotel, Novotel Suites, Mercure, Mama Shelter, Adagio & Adagio Access,
ibis, ibis Styles and ibis Budget.
businesstravel.accor.com
When you make your reservation, just enter your customer code and your access
If you have any questions or require any assistance, please do not hesitate to contact code in block capitals.
the Accor sales team.
Save time and register your company codes to your user profile.
Thank you for choosing us as your business travel partner, and we hope to welcome
you at one of our hotels very soon.

Yours sincerely,

Your Accor team

Accor Business Offer | Display on Accor Direct Channels
All.accor.com & Businesstravel.accor.com
Accor Business Offer | Display on Accor Direct Channels
All.accor.com & Businesstravel.accor.com
 3.2
MEETING PLANNER
 Meeting Planner

ALL Meeting Planner is our most valuable tool for rewarding Meetings and Events clients
who hold meetings with us all over the world. The program has been created to not only
drive our Meetings and Event business but to also increase our market share. Members
can earn points each time they organize a business group/ group event at participating
hotels.

To benefit from the Meeting Planner offer, the Meeting Planner must meet the two
following criteria :

1 2
Be a Register
member of (online or at
the loyalty the hotel) to
program the Meeting
ALL Planner offer

Membership is valid for two years.

Members receive an automated email for them to renew on expiry.
 Eligibility

Eligible:

Valid for any professional event

90 17
(at least 8 participants or 8 rooms)
2400
Countries Hotels Brands
 Meeting Room rental
 F&B (banquet) linked to the event
 Accommodation linked to the event

Non Eligible:
17 brands are already participating in the offer  Leisure groups
 Private events (weddings, birthdays…),
unless they are organized by a
professional
 Sport and entertainment events unless
they are organized by a professional
 Any associated tax, gratuity, service fee,
any outside vendor/supplier charge
Meeting Planner
 ALL Meeting Planner Offer for Your Hotels

Promoting the ALL Meeting Planner offer allows you to:

1 Increase M&E revenues:

 Increase the number of Meetings & Events organized
 Increase the average revenue per event
$  Increase deal-closure rate against competitors thanks to the benefits offered by the
programme (clear and straightforward conditions and benefits, possibility to earn points on
F&B charges, double-dipping, offer valid from Economy to Luxury…)
 Increase market share

2 Diversify your markets and industries:

 Increase international flows
 Decrease dependency on one or two industrial segments (pharma…)
 Benefit from marketing actions linked to the programme (« Double your points » campaigns,
Newsletter, social networks…)
 Key Strengths – How to sell the Offer

Enrollment is 100% digital and free

Clear and straightforward offer, anywhere in the world* : 2€ spent = 1 point
Flexible benefits : possibility to partly finance both meetings/events** and personal stays,
Elite experiences, rewards from our partners, donations, gift catalogue…***
VIP : Meeting Planners quickly reach Elite status and benefit from the related privileges****
No limit regarding the number of events organised per member
No limit regarding the number of points earned for a given event*****
No black-out date to burn points
Possibility to transfer points to another active member.
Possibility to split points between the final client and an intermediary****
Points do not expire (as long as the member stays at least one night or organise an
event/meeting within 12 months from last stay or event)

*As an exception, the offer is not available at hotels operated under the Fairmont, Raffles or Swissôtel brands in North America or Central America // **(maximum 15% of the final amount excl.
taxes or 1,500€) ***http://www.accorhotels.com/gb/leclub/use/use-points.shtml // ****http://meetings.accorhotels.com/gb/leclub/pdf/terms_and_conditions_meetingplanner.pdf
*****As an exception, when an event is organised at a hotel situated outside Asia Pacific and operated under the Fairmont brand, a maximum of 60,000 Rewards points can be earned per event.
In HotelLink the cap will not be pre-blocked, hotels must manually enter the cap of 120,000€ to avoid paying extra fees superior to 1200€(= 1% of 120,000€)
 3.3
CHOICE IS YOURS
 Choice is Yours

Our first M&E tactical offer for the HUB, allows us to collectively amplify the offer and create
greater awareness with one master offer across all hotels.

 Consistent message / remove clutter

 Centralised marketing increase awareness
 Always in market
 Remove duplication of asset creation
 KEY ELEMENTS OF THE OFFER

REBATE KEY POINTS

VALUE ADD KEY POINTS
• UPTO 30%. You can choose
to do 5% as a minimum
• Create your own list.
upto 30%
• Upto 3 value adds
• If customer proposes a
• Ask the customer if
PRICE MATCH, consider that
something matters to
in place of the rebate and
them more
Value Adds (don’t have to
offer both)

LOYALTY KICKER KEY POINTS

• ALL meetings qualify for
Loyalty points regardless if
you do a Price Match or
offer rebate and value adds.

WHY IT’S IMPORTANT

• Tracking Customer
Behaviour
• Re-marketing to customers
• Sign up NEW / Reward
Existing
• Expand Loyalty Database
 3.4
FAST TRACK
Fast Track

Fast Track is the unique offer for loyalty members by

invitation to access an upgraded status at a quicker
pace.

The objectives:
• To activate members to make more eligible stays
• To push members to elite status, faster
• For recovery, to move more members to a higher
tier for higher engagement with the programme
 Key Audience Segments
B2B2C
B2C
B2B (Partnership databases)
(ALL, Accor Plus)
e.g. SQ, JAL
Target • Corporate clients • Non-members in Partner databases • Member databases
audience o Elite members of other competing o Primarily airlines (ALL Classic, Silver, Gold and Accor Plus
loyalty programmes • Elite members of other competing loyalty Silver, Gold)
• Travel management companies programmes
Objective • Get higher status quicker, stay more • Promote interesting offer from ALL to • Help members move quicker up the
often intrigue and incentivize non-members in status ladder, for both their leisure and
• Get share of wallet from corporate partner databases to start building loyalty business stays
travellers in competing loyalty with Accor i.e. switch allegiance
programmes
• Help loyal elite member to become
high status elite fast
Channel • ACCOR Sales Teams • Partner EDM • Dedicated ecard
• Corporate internal Comm platforms • Partner website o ALL
• Travel agencies o Accor Plus
• TMC channels • Social media organic push
• LinkedIn (ads) • Display (to be explored)
Primary assets • Flyer PDF attachment • Partner EDM image & copy • Ecard image
o Page 1 – high-level marketing • Partner website image & copy • Social media post
push/concept
o Page 2 – details of mechanics
• Email image to corporate clients
Languages GB, ZH GB, ZH, JA GB, ZH
 New!
Fast Track
Basic Rules

Subscription to the offer is Fast Track offer is valid during the

Official name of the offer: Fast Track Fast Track offer will credit a number mandatory
of Status Nights to members calendar year (to fit existing ALL
(Registration button on the Landing page) program rules)

Max credit of nights per tier

Fast Track offer mechanism is
standard Fast Track offer eligibility rules (in the frame) New Tiers :
(Stay tune!) +5 nights to Silver Diamond and Limitless tiers
However, generosity per tier, offer validity,
+7 nights to Gold are not eligible
hotel perimeter may vary for each offer
+ 10 nights to Platinum

Status Nights are credited based on: Member can’t subscribe to 2 Fast Fast Track offer Landing page will Fast Track offer is eligible with other
- Offer parameters (generosity per tier) Track offers available during the enable for a client to register to the existing ALL loyalty offers
same period offer + to enroll to the programme
- member status on check-in (eg. new opening offer)
 New!
Fast Track
Customer Journey

Fast Track
B2B Single Landing Page
Via Corporate account
environment via If already an ALL
Account intranet, SBT member, proceed to
push, dedicated email, register to the offer Fast track offer
Subscription
flyer, banner, etc confirmation Confirmation visible
page email in member
OR If not a member yet, profile
enroll as an ALL
Via Travel Management member via the same
Company of a Corporate page, then register
Client for the offer