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Welcome to our Annual GMs Meeting 08. January 2013

Welcome to our Annual GMs Meeting 08. January 2013 . Meeting Goals. What we did in 2012 in comparison to 2011. Where are we standing?. What we want to achieve in 2013. Agenda. Agenda. Mission Statement 2013.

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Welcome to our Annual GMs Meeting 08. January 2013

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  1. Welcome to our Annual GMs Meeting 08. January 2013

  2. Meeting Goals What we did in 2012 in comparison to 2011. Where are we standing? What we want to achieve in 2013.

  3. Agenda

  4. Agenda

  5. Mission Statement 2013 We shall be recognized, throughout the hospitality industry as the preeminent company to own, manage and operate holiday hotels on a worldwide basis using "Total Quality Management" (TQM) principles to continuously improve market share and profitability.

  6. Hotels & Resorts Portfolio 40 Jaz Hotels & Resorts 11 Jaz Hotels 16 Iberotel 1 Sensimar 12 Sol Y Mar 10,193 rooms

  7. New Openings Sol Y Mar Naama Bay: 194 rooms Sol Y Mar Almaza Gardens: 90 rooms 2013 2014 Jaz Alcazar Sharm: 300 rooms

  8. Our Commitment • Our commitment : 1. Staff development 2. High quality of service 3. Return on investment 4. Maintaining assets in best shape

  9. Guest Satisfaction Key Websites

  10. Guest Statistics by TRUSTYOU Best Practices Responding gives hotels great results: 6 % higher scores. 68 % of travelers would rather chose a hotel with management responses. 80% of travelers feel like the hotel really cares when they see a management response.

  11. Response Protocol General tips for all responses: Respond within 24 hours. Responses should be pleasant, conversational. Don’t be defensive, dramatic, patronizing.  Avoid humor, sarcasm, repetition and standard answers. Pay attention to good spelling. Thank guests for sharing their feed-back.

  12. ManagementResponses Remember: Your response can be read by all internet users!

  13. Response Protocol Tips for responding to positive reviews: Let the guest know that you are delighted to hear about his/her positive experience. Congratulate staff when possible. Invite the guest back.

  14. Response Protocol Tips for responding to negative reviews: Reassure the guest that you understand him and take his feeling seriously. Apologizehonestly. Address the problem and publicize the improvements, if the problem cannot be solved soon be transparent. Offer a direct contact between hotel & guest to correct the issue. Close your comment by focusing on one of the positive aspects of the review.

  15. ManagementResponses Remember: You are writing the response not only for the criticizing guest, but for new guests reading the review and your response!

  16. Last Impression Last impression is rather important than the first impression.

  17. HolidayCheck rating 2011 vs. 2012

  18. HolidayCheck Recommendation Rate 2011 vs. 2012 ↑6 % ↑5 % ↑6 % ↑8 %

  19. Tripadvisor Rating 2011 vs. 2012 ↑0.5 % ↑0.5 % ↓0.5 %

  20. Tripadvisor Recommendation Rate 2011 vs. 2012 ↓9 %

  21. GSI Results F&B Service 2011/12 ↑0.10

  22. GSI Results Kitchen 2011/12

  23. GSI Total Results 2011/12 ↑0.14 ↑0.16

  24. Awards The best GSI score in 2012 in the Red Sea Region: Makadi Sun The best GOP (in %) in 2012: Almaza Bay Trivago Best 25 Hotels in Egypt: Makadi Beach Coraya Beach Lamaya Sensimar Makadi

  25. Organization update Sustainability IT Engineering Pest Control HR Training Red Sea Region HurghadaArea Makadi Area Coraya Area Almaza Area Sinai Region Upper Egypt/ Greater Cairo Area GM Regional Mgr. C DOO Area GM Area GM Area GM GMs/HMs GMs/HMs GMs/HMs GMs/HMs GMs/HMs GMs/HMs AreaManagers AreaManagers Area Managers Area Managers Reg. Managers Reg. Managers Dir. of Kitchen Chinese Chef De Cuisine IT Mgr. IT Mgr. IT Mgr. IT Mgr. IT Mgr. IT Mgr. Support from Red Sea Region HR Director HR Mgr. HR Mgr. HR Mgr. HR Mgr. HR Mgr. Chief Engineer Chief Engineer Chief Engineer EHH Mgr. EHH Co-ord. EHH Co-ord. EHH Co-ord. EHH Co-ord. EHH Co-ord. TrainingMgr. Training Co-ord. Training Co-ord. Training Co-ord. Training Co-ord. Training Co-ord. Pest Control Safety officer Laundry Mgr. Laundry Mgr. Laundry Mgr. Laundry Mgr. Laundry Mgr. PurchasingMgr. Purchasing Mgr. Purchasing Mgr. Purchasing Mgr. CostCont. Mgr. CostCont. Mgr.

  26. Stay up-to-date Quality trips & competition visits to keep ourselves up-to-date.

  27. Corporate News Corporate News

  28. Thank you for your attention

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