Carlson Wagonlit Travel

Carlson Marketing Group

Carlson Hospitality Worldwide

Carlson Leisure Group

Country Inns & Suite by Carlson

TGI Friday's

Regent Hotels

Radisson Hotel Worldwide

Italianni's

Friday's Front Row Sports Grill

Friday's American Bar

Radisson Seven Seas Cruises

BEFORE GROWTH AT ANY COST

AFTER CHAMPION OF THE GUEST

 Vast geographic diversity, Inconsistent quality, Brand dilution,

GROWTH More alignment with hotel AT ANY owners than guests, and COST:
Decline in customer service and hotel management service.

Increase focus on customers CHAMPION Customized OF THE service GUEST Hotels in key locations Strengthening global brand presence

1. DEFINE SERVICE GUARANTEE

100% GUEST SATISFACTION GUARANTEE

GENUINE HOSPITALITY PROGRAM

VALUE PROPOSITIONING: CHAMPION OF THE GUEST

FULLY INTEGRATED IT SYSTEM

GUEST RECOGNITION & AWARD PROGRAM

MEASURE GUEST & EMPLOYEE SATISFACTION PROGRAM

PLANNING & DELIVERY OF SERVICE GUARANTEE

* Enhance Yes I can & Second Effort

training program

* Training using Train the Trainer approach * Conduct Pilot test on selected hotels * Financial analysis of this program * Implement program on other operating
groups & worldwide

2. FULLY INTEGRATED GUEST

INFORMATION SYSTEM
MARKETING WITH TECHNOLOGY

Curtis-C System
Worldwide Product Distribution

Customer-KARE Systems

HARMONY Product Suite

Knowledge and Relationship Enabling

Local Service Delivery

Training-Deployment-Support

Global Data Network

Uniform Data Base Structure

FULLY INTEGRATED GUEST INFORMATION SYSTEM

* Implement LEAN Culture * Express Yourself pre-arrival online

check-in

* Self check-out service

* Collect more data on competitors from

Gallup

3. PROGRAM MEASURING
GUEST SATISFACTION

EMPLOYEE SATISFACTION

GUEST SATISFACTION

PROGRAM MEASURING EMPLOYEES SATISFACTION:

* Develop Metric for EMPLOYEE

MOTIVATION AND VISION (EMV)

* Developing new loyalty programs

PROGRAM MEASURING GUEST SATISFACTION

*Develop Service Quality Performance Metric

* Willingness to return * Percent advocates * Percent defectors * Percent Complaints

*Survey *Loyalty Program (Gold Bond Stamps, Frequent flyer

programs)

*Measure Financial Impact *Incorporate Email for Complaints/Feedbacks

4. Radissons commitment to service

quality in franchise Radisson hotels:

YES/NO

*YES! They should provide same

standard of service quality in all franchise hotels

 Increase brand equity. Brand loyalty

Training of employees

100% service guarantee

Customer recognition and rewards

CONVINCE HOTEL OWNERS

Proper research before program implication Introduce if pilot study is successful,

Take help of data available from

Customer KARE to support this

strategy

CONVINCE HOTEL OWNERS

(Continued)

Phased roll out strategy for introducing various franchise hotels in this program

Meeting with hotel management

teams and hotel owners about

their role and ownership in this

strategy

5. Aligning the goals of staff and management RADISSONS STEPPING STONES ARE:
Conducting Employee and Vision (EMV) and Organizational Service Learning (OSL) surveys. Exploring the link between employee satisfaction and customer satisfaction

RADISSONS STEPPING STONES ARE (Continued):

Enhancing Yes I can program and Second Effort Program .

Providing information to hotel management

teams, managers, owners and district directors.

PROBABLE PROSPECTIVE STEPS:

Open to Express work culture for employees to express their views on present strategies and their perspective towards the future changes.

CORPORATE MANAGEMENT AND STAFF :

Systems Thinking approach Analyze the profits lying for the Carlson Companies as a whole by incorporating new strategy in Radisson. 1st benefit- Radissons franchise hotels 2nd benefit- Carlson Hospitality Worldwide

3rd benefit- Carlson Wagonlit Travel

BY TAKING CARE OF OUR GUESTS, WELL BE ABLE TO TAKE CARE OF OUR OWNERS.