1 / 28

Welcome to our Annual GMs Meeting 15. January 2013

Welcome to our Annual GMs Meeting 15. 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.

tahlia
Download Presentation

Welcome to our Annual GMs Meeting 15. January 2013

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Welcome to our Annual GMs Meeting 15. 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. Tripadvisor Rating Jan 2012 vs. Dec 2012 ↓ 0.5 ↑ 0.5

  18. Tripadvisor Recommendation Rate Jan 2012 vs. Dec 2012 ↑ 1% ↓ 7% ↑ 1% ↑ 1% ↓ 4%

  19. HolidayCheck rating 2011 vs. 2012 ↑0.8

  20. HolidayCheck Recommendation Rate 2011 vs. 2012 ↑6 % ↑16% ↑8 % ↑4 % ↑3 % ↑5 %

  21. GSI Results F&B Service 2012

  22. GSI Results Kitchen 2012

  23. GSI Total Results 2012

  24. Awards The best GSI score in 2012 in the South Sinai Region: Iberotel Dahabeya Trivago Best 25 Hotels in Egypt: Iberotel Palace Outstanding Management Performance in 2012 Iberotel Il Mercato

  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

More Related