GET THE BASIC RIGHT Delight our guests Daniel Twerenbold District Director

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REVGEN WINTER FORUM, STOCKHOLM NORDIC MULTI BRAND MEETING DECEMBER 2014 TRONDHEIM FEB 2015

How do our guests experience their stays with us? Restaurangen kunde varit öppen

Improve the internet speed, provide a printer free of charge to print boarding pass

The greetings received on both check in and check out were poor and seemed almost forced

The helpfullnes of the staff and the welcome atmosphere that is created at the hotel

Lättare inloggning från androidenheter på wifi

I did not like the lightening in the room, it felt icecold, like a spacecenter

Fantastic!!! Staff – careful God service, fine rom, frokosten er god, god stemning

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REVGEN WINTER FORUM, STOCKHOLM NORDIC MULTI BRAND MEETING DECEMBER 2014 TRONDHEIM FEB 2015

Varmare i frukostmatsalen

The public areas are a bit small, except for the bar, there was nowhere nice to sit and relax

Ikke altid venlig service i receptionen

Strongest brand image drivers

1.  2.  3.  4.  5. 

Friendly / welcoming Enjoyable atmosphere Lives up the promises Breakfast Bedroom to relax in

Source: Trax Report 2014 from Evidence / Business- Leisure and M&E segment

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REVGEN WINTER FORUM, STOCKHOLM NORDIC MULTI BRAND MEETING DECEMBER 2014 TRONDHEIM FEB 2015

Friendly & Welcoming Yes I Can! service training within 90 days of hire. An upbeat, proactive attitude, focused on noticing, anticipating and making things happen. Use the OJS training sessions available on Intranet – Library The uniform says a thousands words

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REVGEN WINTER FORUM, STOCKHOLM NORDIC MULTI BRAND MEETING DECEMBER 2014 TRONDHEIM FEB 2015

Enjoyable atmosphere Music Moods enables the hotel to play the most suitable music in each area of the bar, restaurant, lobby and conference at any time of the day

Establish SOP’s on ambience •  •  •  •  • 

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Lighting Furnishing Decoration Flowers Temperature

REVGEN WINTER FORUM, STOCKHOLM NORDIC MULTI BRAND MEETING DECEMBER 2014 TRONDHEIM FEB 2015

LIVES UP THE PROMISES

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REVGEN WINTER FORUM, STOCKHOLM NORDIC MULTI BRAND MEETING DECEMBER 2014 TRONDHEIM FEB 2015

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REVGEN WINTER FORUM, STOCKHOLM NORDIC MULTI BRAND MEETING DECEMBER 2014 TRONDHEIM FEB 2015

Breakfast

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REVGEN WINTER FORUM, STOCKHOLM NORDIC MULTI BRAND MEETING DECEMBER 2014 TRONDHEIM FEB 2015

BEDROOM TO RELAX S.T.E.P.S (System To Enhance Productivity & Service) is a BreakThrough system that re-engineers the Housekeeping Department A complete program designed to achieve record results of the Housekeeping Department improving the Guest Service Experience and maintaining Team members satisfaction and Productivity Focus on How things are done instead of just looking at The end result

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REVGEN WINTER FORUM, STOCKHOLM NORDIC MULTI BRAND MEETING DECEMBER 2014 TRONDHEIM FEB 2015

… Radisson Blu service is experienced to be average and not very personal or genuine

Source: Trax Report 2014 from Evidence / Business- Leisure- and M&E segment

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REVGEN WINTER FORUM, STOCKHOLM NORDIC MULTI BRAND MEETING DECEMBER 2014 TRONDHEIM FEB 2015

2015 and onwards……!

….in both leisure and business, Radisson Blu service is experienced to be EXCEPTIONAL, VERY PERSONAL and GENUINE!

Source: All team members from all our Carlson Rezidor Hotels in the Nordic

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REVGEN WINTER FORUM, STOCKHOLM NORDIC MULTI BRAND MEETING DECEMBER 2014 TRONDHEIM FEB 2015

Responsible Business • RB coordinator and RB team with report to the GM and the Management Team on a regular basis • The RB teams conduct an aligned RB plan with clear objectives and activities for 2015. Presented and approved by the GM and Management Team • This plan is aligned with the R&M budget and in line with the hotels LRIP

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REVGEN WINTER FORUM, STOCKHOLM NORDIC MULTI BRAND MEETING DECEMBER 2014 TRONDHEIM FEB 2015

Guest Focus and Execution §  Live and deliver the guest experience according our brand standards §  Spend more time on the floor to meet, great and create memorable moments for the guests to talk about §  Less is more, hence finish what you start before starting anything new and focus what moves the needle

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REVGEN WINTER FORUM, STOCKHOLM NORDIC MULTI BRAND MEETING DECEMBER 2014 TRONDHEIM FEB 2015

Get the BASIC 100% right!

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REVGEN WINTER FORUM, STOCKHOLM NORDIC MULTI BRAND MEETING DECEMBER 2014 TRONDHEIM FEB 2015