Heartist Leaders Journey Continue

What DO MOST GUESTS

WANT US TO IMPROVE?

• Quality of Products

• Better human service

• Variety of Services

• Better Prices

What percentage of guests

are likely to pay more for

a better guest experience?

• 86%

• 29%

• 45%

• 61%

WHAT IS THE BENEFIT OF BEING

 PROACTIVE IN OUR SERVICE?

• Impact on Guest Satisfaction (RPS)

• Impact on Sales

• Impact on Loyalty

• All of the Above

WHAT PERCENTAGE OF PURCHASES

ARE BASED ON HOW THE GUEST FEELS

 THEY ARE BEING TREATED?

• 89%

• 26%

• Less than 10%

• 70%

80% of companies say they

deliver "superior" service.

What percentage of their guests AGREE?

• Less than 8%

• At least 50%

• On average 25%

How many positive guest experiences

does it take to make up for

1 negative experience?

• 6

• 12

• 3

• 20

Why is the "Guest Experience" so important to most organizations?

• It will improve all service delivery

• It can differentiate from competition

Why did ACCORHOTELS embark on

the Heartist journey?

• To develop the Group's Strategy

• To support Group's purpose & mission

• To reinvent ourselves

Why do we want the Heartist Journey to apply across all brands?

• Because we speak the same language

• Because we share the same values

• Because we share the same desired guest experience

• So we can embody the same way of being

• All of the Above

Is guest experience limited to hotel products and services?

• Yes. We have so much to offer!

• Not anymore