CLIENT SPOTLIGHT Rezidor Carlson is its portfolio, there was growing Group one of the world’s largest hotel concern about brand dilution companies. It has a portfolio of and the difference in standards approximately 1,300 in between its hotels. One of the Quality drives guest operation and under development, Radisson initiatives to address this a global footprint covering more was the Property Improvement satisfaction and than one hundred countries Plans (PIPs), which were launched and territories, and a powerful in July of 2009 and designed to consistenet global set of global brands: Quorvus bring the Radisson portfolio up Collection, , Radisson, to a consistent product standard. experiences. Radisson Red, Park Plaza, Park Inn Once that was reached, Radisson by Radisson, and Country Inns & concluded that its ongoing guest Suites By Carlson. satisfaction survey program alone was not adequate in upholding Quality Analysis (QA) quality standards and consistency during growth across a growing portfolio. We started working with the The current iteration of Radisson brand in 2000 on the program — the Quality examination projects and Performance Analysis (QPA) were later engaged to use the evolved in June 2010 and is examinations and the QA program leveraged by Radisson, as it to advise Radisson as it undertook seeks to maintain brand quality to provide consistent guest across North America and the experiences at all highest standards at flagship in North America. As Carlson locations. In fact, we advised on Rezidor Hotel Group expanded a national program to emphasize

IMPACT IMPACT IMPACT Carlson Rezidor had a fresh Agility of QPA has accelerated Data shows strong correlation take on QPA, extending its guest experience innovation between QPA program and focus from the expected and consistency across Carlson’s guest satisfaction index, products and facilities to brands globally and its industry-recognized RevPAR include service and people score of nearly $11 more than other hotels environmental conditions and service standards of Carlson proper maintenance. Rezidor Hotel Group's loyalty program, Club Carlson, and The next phase: Radisson Re-Imagined, Radisson’s integration across brand refresh program. brand and continents Effectiveness of the program was THE ADAPTABILITY OF shown when data was presented Our examinations and inspections THE PROGRAM AND ITS to show a strong correlation of Radisson hotels in North APPLICATION TO NEW between the QPA examination America gave feedback on each program and Carlson Rezidor’s location. As the QPA gained INITIATIVES HAS ACCELERATED Medallia guest satisfaction survey currency in the organization, the INNOVATION IN THE AREA program (GSI). Further analysis of project grew. OF GUEST EXPERIENCE. IT HAS IMPACTED THE SERVICE the data also noted the correlation Having worked separately with The STANDARDS OF CARLSON between quality examination performance and the key hotel Rezidor Group since September REZIDOR HOTEL GROUP'S 2010, it made it easier with industry financial metric, RevPAR LOYALTY PROGRAM, CLUB the integration of the different (Revenue Per Available Room). CARLSON, AND RADISSON RE- geographic regions – Carlson Properties that passed all three Rezidor hotels in the US and Asia IMAGINED, RADISSON’S BRAND sections of the QPA recognized Pacific, Rezidor’s hotels in Europe, REFRESH PROGRAM. nearly $11 more in RevPAR than Middle East, and Africa and Park others. Plaza hotels in Europe under PPHE Hotel Group. Outcome

This also resulted in the inclusion “software” such as service and At the request of Carlson Rezidor, of the other brands in Carlson people, as well. we beta-tested our Emotional Rezidor’s portfolio such as Examination in 2013. The outputs Radisson Blu, Park Plaza, Park Inn Result: innovation in were used to advise the Radisson by Radisson, and Country Inns and quality performance Re-Imagined initiative and resulted Suites by Carlson in the program. in Carlson Rezidor adding targeted It becomes even more pertinent The QPA is recognized throughout service standards to the 2014 QPA to provide brand integrity as many the organization by senior Carlson in the Americas as a result. The hotels share the brand name but Rezidor executives, as well as LRA by Deloitte field consultants upheld varying standards and employees at the hotel level. It utilize property visits and the LRA performance thresholds. The has been recognized as a factor by Deloitte self-examination tool program continued to mature, in widespread improvement to to communicate changes and ultimately expanding beyond the guest experience, which is the provide insights on whether the improvement plans. cornerstone of Carlson Rezidor’s properties are keeping pace with success. the changes. Founded on hard This meant adapting the QPA to a data, these efforts will continue new level of sophistication. Instead Confidence in the adaptability of to advise Carlson Rezidor as it of asking specialists to focus solely the program and its application seeks to deliver exceptional guest on “hardware” such as products to new initiatives has accelerated experience in their hotels as it and facilities, Carlson Rezidor innovation in the area of guest grows its global footprint and expanded the scope to include experience. It has impacted the brand offerings.

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