CLIENT SPOTLIGHT Carlson Rezidor Hotel Group Quality Examination examination projects and were later engaged to use the Drives Guest examinations and the QA program Satisfaction and to advise Radisson as it undertook to provide consistent guest Consistent Global experiences at all Radisson hotels Experiences in North America. As Carlson Rezidor Hotel Group expanded Carlson Rezidor Hotel Group is its portfolio, there was growing 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 hotels in between its hotels. One of the operation and under development, Radisson initiatives to address this a global footprint covering more was the Property Improvement than one hundred countries Plans (PIPs), which were launched and territories, and a powerful in July of 2009 and designed to set of global brands: Quorvus bring the Radisson portfolio up Collection, Radisson Blu, Radisson, to a consistent product standard. 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. The current iteration of We started working with the the program — the Quality Radisson brand in 2000 on Performance Analysis (QPA) 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 include service and people RevPAR score of nearly $11 more than other hotels evolved in June 2010 and is to new initiatives has accelerated leveraged by Radisson, as it innovation in the area of guest seeks to maintain brand quality experience. It has impacted the across North America and the service standards of Carlson highest standards at flagship Rezidor Hotel Group's loyalty THE ADAPTABILITY OF locations. In fact, we advised on program, Club Carlson, and THE PROGRAM AND a national program to emphasize Radisson Re-Imagined, Radisson’s ITS APPLICATION TO environmental conditions and brand refresh program. NEW INITIATIVES HAS proper maintenance. ACCELERATED INNOVATION Effectiveness of the program was IN THE AREA OF GUEST shown when data was presented The Next Phase: EXPERIENCE. IT HAS to show a strong correlation Integration IMPACTED THE SERVICE between the QPA examination STANDARDS OF CARLSON program and Carlson Rezidor’s Across Brand and REZIDOR HOTEL GROUP'S Medallia guest satisfaction survey Continents LOYALTY PROGRAM, CLUB program (GSI). Further analysis of CARLSON, AND RADISSON the data also noted the correlation Our examinations and inspections RE-IMAGINED, RADISSON’S between quality examination of Radisson hotels in North BRAND REFRESH PROGRAM. performance and the key hotel America gave feedback on each industry financial metric, RevPAR location. As the QPA gained (Revenue Per Available Room). currency in the organization, the Properties that passed all three project grew. sections of the QPA recognized Having worked separately with The nearly $11 more in RevPAR than Rezidor Group since September This meant adapting the QPA to a others. 2010, it made it easier with new level of sophistication. Instead the integration of the different of asking specialists to focus solely Outcome on “hardware” such as products geographic regions – Carlson At the request of Carlson Rezidor, and facilities, Carlson Rezidor Rezidor hotels in the US and Asia we beta-tested our Emotional expanded the scope to include Pacific, Rezidor’s hotels in Europe, Examination in 2013. The outputs “software” such as service and Middle East, and Africa and Park were used to advise the Radisson people, as well. Plaza hotels in Europe under PPHE Re-Imagined initiative and resulted Hotel Group. in Carlson Rezidor adding targeted Result: Innovation in service standards to the 2014 QPA This also resulted in the inclusion in the Americas as a result. The of the other brands in Carlson Quality Performance LRA by Deloitte field consultants Rezidor’s portfolio such as The QPA is recognized throughout utilize property visits and the LRA Radisson Blu, Park Plaza, Park Inn the organization by senior Carlson by Deloitte self-examination tool by Radisson, and Country Inns and Rezidor executives, as well as to communicate changes and Suites by Carlson in the program. employees at the hotel level. It provide insights on whether the It becomes even more pertinent has been recognized as a factor properties are keeping pace with to provide brand integrity as many in widespread improvement to the changes. Founded on hard hotels share the brand name but the guest experience, which is the data, these efforts will continue upheld varying standards and cornerstone of Carlson Rezidor’s to advise Carlson Rezidor as it performance thresholds. The success. seeks to deliver exceptional guest program continued to mature, experience in their hotels as it ultimately expanding beyond Confidence in the adaptability of grows its global footprint and improvement plans. the program and its application brand offerings.

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