ACCOR CHAINGUEST RELATION

María Elena Almeida N.H4D

ACCOR CHAINACCOR CHAINA European leader in Hotels and global leader in Services for companies and public institutions, Accor operates in nearly 100 countries with more than 150 000 employees.

For more than 40 years, it has provided excellent services with expertise acquired in its two businesses.

HISTORYHISTORY

The history of Accor Chain reflects the strength and character of the individuals who formed it. Accor has been able to find the energy for its expansion in the diversity and willingness of the people it employs.

CHRONOLOGY:•1967: First Novotel opens in Lille Lesquin.•1974: First ibis opens in Bordeaux.•1975: Acquisition of the 3-star chain, Mercure.•1980: Acquisition of Sofitel, 4-star french hotels.

• 1982: Acquisition of Jacques Borel International.• 1983: Creation of Accor (440 hotels, 1500 restaurants,

and 35000 employees in 45 countries).• 1985: Creation of Formule 1.• 1990: Acquisition of the Motel6 chain in the USA.

Lenôtre becomes an Accor brand.• 1999: Accor created the Suitehotel concept.• 2000: The Accor website goes online. • 2006: A major expansion program is rolled out in India,

with the opening of more than 5000 Sofitel, Novotel, Mercure, ibis and Formule1 rooms within 5 years.

• 2007: Creation of all seasons and Pullman hotels.• 2008: Creation of MGallery and launch A|Club.

LOCATIONLOCATION

• Europe

• Africa

• North America

• Latin America and Caribbean

• Asia

PHILOSOPHYPHILOSOPHY

• Innovation is our trademark.• The spirit of conquest is our growth

engine.• Performance is the key to our continued

success.• Respect is basis of all our relationships.• Trust is the foundation of our

management.

ORGANIZATIONAL ORGANIZATIONAL CULTURECULTURE PHRASE PHRASE

LOTALTY PROGRAMLOTALTY PROGRAMA|Club, the loyalty program of Accor hotels

The A|Club multi-brand loyalty program offers benefits and rewards to Accor customers, that can choose between a no-fee loyalty card and a fee-based subscription card:

•Depending on how frequently it is used, the A|Club loyalty card allows members gain more points and exclusive benefits (A|Club Silver, A|Club Gold and A|Club Platinum).

•The A|Club Favorite Guest subscription card is designed for frequent customers who want to take advantage of rate reductions.

HOTELSHOTELS

Present in 90 countries, with more than 4,000 hotels, Accor Hospitality Group include more than 15 complementary brands—from luxury to economy—that are recognized and appreciated around the world for their service quality.

SOFITEL, SOFITEL, Life is magnifiqueLife is magnifique

Service associated with the great luxury establishments.

The brand offers:

•Room service.•High-tech multimedia equipment.•Bespoke service.•Health and fitness amenities.

PULLMAN, PULLMAN, Conviviality, Calm, ConnectivityConviviality, Calm, Connectivity

Elegant hotels for business travellers.

Pullman hotels are conceived for welcoming and engaging hospitality, that provides:

•Personalized services •Innovative technologies.

MGALLERY, MGALLERY, the art of stayingthe art of staying

New collection of elegant hotels, each one with a marked personality.

They will appeal to individual travellers.

Each hotel offers an inimitable setting in which guests will enjoy a singular hotel experience reflecting a philosophy of pleasure.

GRAND MERCURE, GRAND MERCURE, Superbly individual Superbly individual

hotels and apartmentshotels and apartments Network of properties renowned for their individuality and the quality of the guest experience.

Grand Mercure combines hotels and apartments.

Each stands apart due to the space, quality and comfort offered, and each one is original, expressing the spirit of their region.

NOVOTEL, NOVOTEL, Designed for Natural LivingDesigned for Natural Living

Promotes the wellbeing of business and leisure travellers.

Novotel has:•Spacious rooms equipped for work and relaxation.•A healthy-eating restaurant service.•Meeting rooms.•Attentive staff.•Special children's areas •Fitness and relaxation facilities.

MERCURE, MERCURE, Meet he MercuresMeet he Mercures

Network of distinctive hotels that share the same characteristics:

•Staffed by hospitality professionals who are attentive and passionate about their work.•Warm and friendly atmosphere, marked by a classic style. •All areas are designed for guest comfort.

SUITE HOTEL, SUITE HOTEL, A new way of hotel livingA new way of hotel living

Is a forward-thinking and innovative hotel chain.

Promotes the values of Space, Pleasure and Hospitality.

Offers a unique hotel experience and meets frequent travellers needs.

ADAGIO, ADAGIO, At home, all around EuropeAt home, all around Europe

Innovative accommodation concept for all your stays.

Apartments with customised hotel services, offering a "home away from home“.

At the heart of some of Europe’s largest cities, with very attractive rates.

ALL SEASONS, ALL SEASONS, is all you needis all you need

The hotel where the little extras don't cost extra!.

A new non-standardized economy brand for anyone looking to “consume better”.

Hotels that combine simplicity and generosity, quality, conviviality and proximity.

IBIS, IBIS, hotels the way you like themhotels the way you like them Worldwide economy hotel brand of the Accor group.

Offers consistent quality accommodation and services in all its hotels:

•Well-designed and fully-equipped bedroom.•Wide choice of on-site food and beverage options.

MOTEL6, MOTEL6, We'll Leave the Light on For YouWe'll Leave the Light on For You

Leader in budget hotels in the USA and also present Canada.

The chain offers its clients many services:

•Internet connection.•Cable television.•Free local calls.•Free coffee in the morning.•Non smoking rooms.•Free accommodation for children.

All at the lowest price of any American hotel chain.

STUDIO6, STUDIO6, Extend Your Stay, not Your BudgetExtend Your Stay, not Your Budget

Offer economic comfort of furnished studios with:

•Low weekly rates.•Accommodating hotel amenities. •Easy access to shopping centers.•Entertainment areas.• Restaurants.

ETAP HOTEL, ETAP HOTEL, Be smart. Stay smart.Be smart. Stay smart.

Mainly located in Europe, the network consists of:

•Low cost hotels.•Comfortable rooms that can accommodate one, two or three people.

Outside Europe, Etap Hotel adopts the Formule1 name.

HOTEL F1, HOTEL F1, Pay less, Receive morePay less, Receive more

Created in 1985, F1 became the reference of "low cost" hotels.

Formule1 keep going and becomes hotelF1 in France.

LENÔTRE, LENÔTRE, Creator of upscale gourmet diningCreator of upscale gourmet dining

Ambassador for French gastronomy throughout the world.

Consist of 51 luxury gastronomy establishments in 13 countries.

Cooking and pastry schools are attended by professionals and a growing number of amateur gastronomy practitioners.

ACCOR THALASSA, ACCOR THALASSA, taking you taking you

to places your body will never forgetto places your body will never forget Thalassa network invite you to discover the benefits of:

•Sea-water, rich in mineral salts and trace elements indispensable for the organism. •The virtues of hot spring water.•Every spa-related therapy.

CWL, CWL, Reinventing the taste for travelReinventing the taste for travel

Offers a wide range of catering service and hotel supplies on board trains.

With innovative trends that are specific to each local culture and railway network.

SERVICESSERVICESAccor (Prepaid) Services designs, develops and manages high value-added services for companies and public institutions that make everyday life easier for individual users and organizations.

Accor Services offers:•A comprehensive range of prepaid services in the areas of employee and public benefits: Ticket Restaurant, Ticket Alimentation and Ticket Childcare.•Rewards and loyalty: Ticket Kadéos (France) and Ticket Compliments, Accentiv’.•Business expense management: Ticket Car.

• Sofitel

• Pullman

PHOTOSPHOTOS

• MGallery

• Grand Mercure

• Mercure

• Novotel

• Suite Hotel

• Adagio

• Ibis

• All Seasons

• Motel6

• Studio6

• HotelF1

• Etap Hotel

• Lenôtre

• CWLCompagnie des

Wagons-Lits

• Accor Thalassa

Bibliography:• http://www.accor.com/en.html