Business, Customer & Digital OUR BRANDS OUR SERVICES OUR FUTURE

Transcription

1 01 18 Business, Customer & Digital OUR BRANDS OUR SERVICES OUR FUTURE

2 WE ARE FAR MORE THAN A WORLDWIDE LEADER. WE ARE MORE THAN 250,000 WOMEN AND MEN WHO SHARE SOMETHING UNIQUE. EACH AND EVERY DAY WE HOST THE WORLD. WE CARE FOR MILLIONS OF PEOPLE. WE ARE ALL MOVED BY CURIOSITY. WE LOVE BLENDING CULTURES. WE ARE PROUD OF OUR DIFFERENCES. YES, WE LEAD THE WAY. BUT WE WANT TO GO FURTHER. WITH AUDACITY, WITH IMAGINATION, WITH PASSION. FEEL WELCOME 1

3 Editorial Daring augmented hospitality The world is changing before our eyes and along arises a wealth of opportunities. Today, a hotel is about more than just a stay: it s about new services, new ways to offer personalized experiences and unique emotions, with always the exceptional standards of hospitality that guests have come to expect from AccorHotels. In short, our guests are looking for augmented hospitality. This is a far-reaching disruption for our industry. It is a sea-change in the relationship between hoteliers and customers, one that creates new demands, desires and needs. AccorHotels has been among the first to embrace this revolution by placing the customer at the very heart of everything it does. To that end, we have started making our hotels even more customer-centric and focused on the guest experience. We have invested in businesses and brands that can bring innovative extra services to the Group and to our guests. We are bringing our new partners, their visions and skills into the AccorHotels universe to create exciting synergies with our core business, in the aim of being the world s hospitality leader. HOTELS ARE MORE THAN EVER AT THE HEART OF EVERYTHING WE DO. Our role is to provide hospitality expertise to all segments of the market, from luxury to economy, Raffles to hotelf1. In this respect, the reinforcement of our distinctive portfolio with the purchase of Fairmont, Raffles, Swissôtel and the launch of new brand JO&JOE, testifies to our continuing commitment. The hotel will be a place to make your life easier and to best enjoy your time. Simultaneously, our acquisitions in the lifestyle, luxury, private rentals, collaborative workspaces, dining & event and premium concierge-service sectors, reflect our desire to expand the AccorHotels ecosystem of services. Because our conviction is that private rentals and new workspaces are an opportunity and a natural extension of our core skills, we invested in onefinestay and Nextdoor, which offer 2 3

4 Editorial premium locations with dedicated services and better quality of working life. The upscale event-management and catering sector, home to recent investments into Potel & Chabot and Noctis, continues this wider vision of hospitality. That is also why we welcomed leading concierge provider John Paul into the Group and recently launched AccorLocal. AccorLocal, a services offer made to facilitate and enrich the daily lives of our neighborhoods 24/7. Beyond its steady growth potential, the personalized-services market also fits into our overall vision. In short, we want to take the idea of hospitality where it has never gone before, so we are expanding into augmented hospitality services and solutions dedicated to our owners, partners, guests and employees. Additionally, with Fastbooking, Availpro, Verychic and Gekko, we have strengthened our position in the market of digital solutions for hotels, offering tools that help hoteliers to reach online travelers more efficiently and cost-effectively. A group dedicated to bringing new services to our guests and our neighbors, to travelers and local communities while never forgetting the core values that underpin everything we do. Through our wide range of brands, we will continue to deliver great hospitality services and singular experiences to guests. As true Heartists, our employees - that are the living heart of the group will continue to be attentive to guests needs and desires and to bring them the best of the AccorHotels know-how whenever and wherever they need it. This is the new AccorHotels, a group pioneering augmented hospitality. AccorHotels vision of the hospitality of tomorrow begins by making it the hospitality of today. And it starts every day by living up to the promise of our group s motto to always make you Feel Welcome Sébastien Bazin Chairman and CEO Private Rental Luxury & Upscale Coworking Concierge Midscale & Economy Dining & Events Digital Solutions HOSPITALITY EXPERIENCES 4 5

5 Acting Here Our passion for hospitality goes beyond the walls of our hotels Imagine a city with 500,000 inhabitants. Imagine thousands of lives crossing paths on a daily basis. Imagine hundreds of thousands of people with access to food, heating, lighting, washing facilities and supplies. That city is AccorHotels, the world s leading hotel operator with 4,300 hotels in 100 countries, serving over 120 million guests and 200 million meals each year. Every day we welcome 500,000 guests, who stay and eat at one of our 4,300 addresses. That s 140 million towels washed and 200 million meals served, each year. We have long been fully aware of the challenges this represents and of our responsibility as a company and economic player. We have always been fully committed to limiting the negative impacts of our activity and creating tangible benefits for our employees, guests, suppliers, partners and host communities. Our Group is going through a deep strategic and cultural transformation that is encouraging us to go beyond our limits, surprise and invent new types of hospitality. As a leader, we believe in inspiring and encouraging as many as possible to follow our lead to ensure positive outcomes and curb our negative impacts. So every day our 250,000 employees around the world demonstrate their commitment to making the world a more welcoming place, driving us towards our ambition: bringing positive hospitality wherever we are. Plant for the planet 1 tree is planted every minute with our reforestation programme Diversity 35% of hotel General Managers will be women by 2020 Healthy & sustainable food in our restaurants Food waste: - 30% by 2020 Urban vegetable gardens 1,000 by 2020 WATCH We Act Together for Children +90% of hotels implement our programme against child sexual exploitation Sustainable buildings 100% of renovated or new hotels will be low-carbon by 2020 Solidarity at AccorHotels +80% of hotels involved in a citizen or solidarity project 6 7

6 Content 14 Luxury & Upscale Brands Raffles Orient Express Banyan Tree Sofitel LEGEND Fairmont SO/ SOFITEL Rixos MGallery by Sofitel Pullman Swissôtel Angsana Twenty-five hours hotels Grand Mercure The Sebel 48 Midscale Brands 58 Economy Brands ibis ibis Styles ibis budget JO&JOE hotelf1 70 Guest Experience Restaurants & Bars Wellness Meetings & Events 78 Mastering Development Business, Customer & Digital AccorHotels opens 1 hotel every 33 hours Boost hotels visibility Maximize hotels revenue 120 Private Rental 122 onefinestay 126 Coworking Nextdoor Mama Works 132 Concierge Services 138 Dining & Events Potel et Chabot Noctis 144 Digital Solutions Availpro/Fastbooking Gekko Group VeryChic 104 Develop new markets Novotel Mercure Retain customers Best solutions for business John Paul AccorLocal 54 Adagio 56 Mama Shelter 8 9

7 HOSPI TALITY At AccorHotels, hotels are in our name and our DNA. Which is why we will always offer a full range of hotel experiences, so our guests will always find a brand to suit their budget and needs. And why, from the top of our range to the most economical, the luxury five-star palace to the smart budget hotel, we will always strive with the same passion and energy to bring innovative ideas and new services to traditional hospitality. Because at AccorHotels, we are all dedicated to one goal: ensuring that 24 hours a day, 365 days a year, our guests always feel welcome

8 Overview 29% * Europe 1,250 HOTELS 176,400 ROOMS 4% * North America 80 HOTELS 27,700 ROOMS 23% * France 1,585 HOTELS 143,900 ROOMS 27% * Asia-Pacific AccorHotels, a worldwide hotel operator 4,300 hotels Nearly 620,000 rooms 8% * Latin America and Caribbean 8% * Africa, Middle East 205 HOTELS 47,900 ROOMS 835 HOTELS 168,400 ROOMS 100 countries 25 hospitality brands 1 HOTEL OPENED EVERY 33 HOURS 330 HOTELS 51,700 ROOMS * As a percentage of total number of rooms of Accorhotels managed and franchised hotels AccorHotels is the world s leading hotel operator, as well as a market leader in Europe, Latin America, Middle East & Africa and Asia-Pacific. We operate over 2,260 HOTELS under direct management contract and an additional 2,040 HOTELS under franchise contract. Every night, we welcome over 500,000 GUESTS in 4,300 HOTELS in 100 COUNTRIES

9 LUXURY & UPSCALE BRANDS At AccorHotels, luxury is, above all, a question of experiences. Our service is as discreet as it is impeccable and always has an eye on the details. It opens the doors to worlds in which refinement meets the magic of enchanting destinations. Our Luxury & Upscale brands and hotels are an invitation to discover their prestigious heritage, while experiencing the best of local culture

10 Raffles Singapore An Oasis for the Well Travelled A true pioneer of worldly elegance and hospitality. An iconic brand where each Raffles hotel offers gracious warm and discreet service, delivering emotional luxury to the well travelled guests. Legendary service since Arriving at Raffles is a special experience. It should be warm, welcoming, generous in spirit and unique to the destination. From the doorman with impeccable manners and a warm personality, to the Raffles Bed, fit for royalty, grand, sumptuous and irresistible. 11 hotels 1,927 rooms 10 countries ASIA 6 hotels 1,041 rooms EUROPE 1 hotel 185 rooms FRANCE 1 hotel 149 rooms MIDDLE EAST & AFRICA 3 hotels 552 rooms PIPELINE 8 hotels 1,049 rooms 7 countries 84% of guests qualify Raffles as iconic raffles.com 16 17

11 Raffles Istanbul, Turkey Le Royal Monceau Raffles Paris, France Raffles Dubai, United Arab Emirates Le Royal Monceau Raffles Paris, France Raffles Dubai, United Arab Emirates Raffles Istanbul, Turkey Raffles Singapore TURKEY Raffles Istanbul SINGAPORE Raffles Singapore FRANCE Le Royal Monceau, Raffles Paris UNITED ARAB EMIRATES Raffles Dubai An oasis of calm and cool, rising above this ancient and bustling metropolis. This luxury hotel in Istanbul is a stunning vantage point for all that the city has to offer. A century after its opening, the hotel was declared a National Monument by the Singapore Government and today, its colonial architecture is beautifully preserved, allowing it to stand out from the contemporary style of its surrounding neighbours Just steps from the Champs-Élysées and Arc de Triomphe, Le Royal Monceau, Raffles Paris is the most exciting palace luxury hotel in the City of Lights, combining A surprising, chic merging of Asian style with an Egyptian aesthetic, Raffles Dubai is perfectly positioned in the heart of the city, delivering the unexpected luxury of space, in the business and civic district. Parisian chic with relaxed sophistication. impeccable service and sophisticated style

12 Mysterious stopovers FASCINATING BOTH JOURNEY AND DESTINATION A cosmopolitan icon for over 130 years, Orient Express remains the very definition of timeless luxury. This legendary blend of exotic opulence and rare refinement will soon be transported to a new global collection of Orient Express hotels, taking travellers on a new journey into absolute sophistication. Rare know-how and noble materials echo the original train s splendour, creating a permanent experience marked by emotion and wanderlust. Transported by this special sense of style and the promise of radical change from the everyday, Orient Express beckons you to discover another way of travelling, living and seeing the world: a culture. PIPELINE A collection of 10 properties by 2025 orient-express.com 20 21

13 Banyan Tree Phuket, Thailand A sanctuary for the senses ROMANCE AWE-INSPIRING SANCTUARY SUSTAINABILITY Banyan Tree offers peaceful havens to rejuvenate the mind, body and soul in awe-inspiring locations around the globe. Each hotel, whether in iconic cities or stunning natural locations, allows guests to rediscover the romance of travel, while enjoying authentic and memorable experiences. 23 hotels 2,559 rooms 10 countries AMERICAS 2 hotels 177 rooms ASIA PACIFIC 19 hotels 2,230 rooms MIDDLE EAST & AFRICA 2 hotels 152 rooms PIPELINE 14 hotels 1,874 rooms 5 countries Banyan Tree Bangkok, Thailand Banyan Tree Seychelles banyantree.com 22 23

14 Live the Legend ELEGANT HERITAGE LEGENDARY TIMELESS Legendary addresses where heritage is infused with French Art de vivre. Think legendary architecture and locations, luxurious experiences for ultimate indulgence. Sofitel LEGEND Santa Clara Cartagena, Colombia 5 hotels 873 rooms 5 countries AMERICAS 1 hotel 123 rooms ASIA-PACIFIC 2 hotels 435 rooms EUROPE 1 hotel 177 rooms MIDDLE EAST & AFRICA 1 hotel 138 rooms Sofitel LEGEND People s Grand Hotel Xian, China sofitel.com 24 25

15 Unforgettable. Since CHARISMATIC THOUGHTFUL CHERISHED EXCEPTIONAL Celebrating the heart of the destination through strong community connections, engaging personalized service and thoughtful attention to detail, Fairmont guests feel cherished and exceptional. Experience Fairmont s grand presence through its distinctive awe-inspiring public spaces, locally inspired design, and legendary hospitality to understand why Fairmont has been unforgettable since Fairmont Baku Flame Towers, Azerbaijan Fairmont Le Montreux Palace, Switzerland Fairmont San Francisco, United States 76 hotels 29,697 rooms 25 countries AMERICAS 41 hotels 18,514 rooms EUROPE 8 hotels 2,086 rooms FRANCE 1 hotel 602 rooms ASIA PACIFIC 10 hotels 3,273 rooms MIDDLE EAST & AFRICA 16 hotels 5,222 rooms PIPELINE 21 hotels 6,939 rooms 15 countries 72% of guests say Fairmont makes them feel like they are in the heart of the destination Fairmont The Savoy London, United Kingdom fairmont.com 26 27

16 Feel the Pulse REBELLIOUS PLAYFUL ENERGIZED AUDACIOUS A vivid cocktail of sophistication and style. An audacious burst of local energy that is both luxurious and playful. An edge that sets the experience apart. Fashionable and social, it s about being the place to be and be seen, connecting the like-minded. SO/ Singapore SO/ Hua Hin, Thailand 5 hotels 619 rooms 3 countries EUROPE 1 hotel 78 rooms ASIA-PACIFIC 3 hotels 449 rooms MIDDLE EAST & AFRICA 1 hotel 92 rooms PIPELINE 8 hotels 1,274 rooms 7 countries 91% SO/ outperforms competitors on E-reputation performance score SO/ Bangkok, Thailand sofitel.com 28 29

17 SOFITEL London St James, United Kingdom SOFITEL Bangkok Sukhumvit, Thailand 126 hotels 31,939 rooms 43 countries Life is Magnifique AMERICAS 14 hotels 3,334 rooms EUROPE 22 hotels 5,125 rooms FRANCE 12 hotels 1,613 rooms ASIA PACIFIC 53 hotels 15,481 rooms MIDDLE EAST & AFRICA 25 hotels 6,386 rooms MODERN CHIC FRENCH ART DE VIVRE LOCAL ESSENCE PIPELINE 20 hotels 5,197 rooms 16 countries 2/3 of guests associate Sofitel with French Art de Vivre Imagine modern, luxury hotels where the essence of each destination is artfully blended with French Art de vivre to create sophisticated and exceptional experiences. SOFITEL addresses are sought after by modern voyageurs with an innate sense of style. SOFITEL Paris Le Faubourg, France sofitel.com 30 31

18 Natural entertainers RESORTS ENTERTAINMENT GOURMET FAMILY FUN Rixos Premium Belek, Turkey Rixos Premium Göcek, Turkey 22 hotels 8,244 rooms 6 countries EUROPE 12 hotels 4,637 rooms MIDDLE EAST & AFRICA 6 hotels 2,808 rooms ASIA 4 hotels 799 rooms PIPELINE 9 hotels 2,531 rooms 4 countries Dedicated to offering traditional Turkish hospitality and a unique spa experience in the finest surroundings and a luxurious ambience. Rixos provides an outstanding resort experience with professional entertainment and sports. At Rixos, the all-inclusive is all-exclusive. Rixos Premium Bodrum, Turkey Rixos The Palm Dubai, United Arab Emirates Rixos The Land Of Legends Theme Park, Turkey rixos.com 32 33

19 A collection of storied boutique hotels DELIGHTFUL SINGULAR INSPIRING ENRICHING MGallery Queens Hotel Cheltenham, United Kingdom MGallery Hotel Le Louis Versailles Château, France MGallery is a collection of storied boutique hotels to discover the world and beyond, providing a delightful and unique experience inspired by the local essence of the hotel and its authentic story. With 91 addresses globally, each MGallery location leaves guests enriched with a collection of emotions that make their stay truly memorable. 91 hotels 9,495 rooms 25 countries AMERICAS 3 hotels 359 rooms ASIA-PACIFIC 29 hotels 3,384 rooms EUROPE 27 hotels 3,087 rooms FRANCE 27 hotels 1,997 rooms MIDDLE EAST & AFRICA 5 hotels 668 rooms PIPELINE 34 hotels 4,425 rooms 20 countries 79% of guests associate MGallery with storied boutique hotels MGallery Muse Bangkok Langsuan, Thailand MGallery Molitor Paris, France sofitel.com 34 35

20 Our world is your playground PIONEERING STYLISH ACCOMPLISHED INVIGORATED Pullman The Park Lane Hong Kong, China Pullman Kaifeng Jianye, China Pullman London St Pancras, United Kingdom Pullman Sao Paulo Vila Olimpia, Brazil Hotels and resorts in tune with today s mobile world, blending peak performance and personal well-being. A dynamic hub where modern global nomads can feel accomplished and invigorated, where they know they belong. Spacious meeting rooms with the newest technology, immersive art, and modern guest rooms with great sleeping comfort. And above all, an engaged and proactive team that provides everything our guests need to work efficiently and enjoy effortlessly. 121 hotels 36,174 rooms 33 countries AMERICAS 8 hotels 2,708 rooms ASIA-PACIFIC 71 hotels 21,277 rooms EUROPE 19 hotels 4,853 rooms FRANCE 11 hotels 3,342 rooms MIDDLE EAST & AFRICA 12 hotels 3,994 rooms PIPELINE 53 hotels 14,975 rooms 19 countries #1 The most associated brand with contemporary design in its category pullman.com Pullman Bangkok King Power, Thailand 36 37

21 Life is a journey. Live it well SWISS HOSPITALITY RELIABLE RECHARGED AT EASE Swissôtel Zurich, Switzerland Contemporary hotels designed with the quality and care of Swiss hospitality. We are Swiss at heart and global by nature. We offer guests the quality of life, vitality and peace of mind they need to explore the world and discover life s true rewards. Swissôtel Zurich, Switzerland Swissôtel Resort Bodrum Beach, Turkey Swissôtel The Bosphorus Istanbul, Turkey 31 hotels 13,431 rooms 17 countries AMERICAS 3 hotels 1,281 rooms ASIA-PACIFIC 12 hotels 5,318 rooms EUROPE 12 hotels 3,101 rooms MIDDLE EAST & AFRICA 4 hotels 3,731 rooms Swissôtel The Bosphorus Istanbul, Turkey PIPELINE 19 hotels 4,780 rooms 13 countries 87/100 High E-reputation performance & positive guest perception swissotel.com 38

22 Sensing the moment BONDING VIBRANT LOCAL CHIC ADVENTURE Angsana brings the adventure back into travel whatever your age or reason to visit. Intertwining local chic and a vibrant fun-filled atmosphere, Angsana offers amazing destination playgrounds across the world. Each hotel is uniquely designed to provide spacious stylish rooms and suites, perfect for couples, families and groups of friends. Angsana Xi an Lintong, China 13 hotels 1,630 rooms 8 countries ASIA-PACIFIC 11 hotels 1,538 rooms MIDDLE EAST & AFRICA 2 hotels 92 rooms PIPELINE 10 hotels 1,906 rooms 5 countries Angsana Velavaru, The Maldives angsana.com 40 41

23 Let s spend the night together FUN STORY DEMOCRACY PROFESSIONALISM At 25hours, we create individualized, made-to-measure hotels with personality in vibrant cities. Every unique, playful 25hours hotel has a soul inspired by its location and shaped by the art, culture, gastronomy and stories of its surroundings. And each one is centered around a surprising Social Hub, a space where global travelers and local guests can meet and form a dynamic and adventurous community. 25hours Hotel Hamburg Number One, Germany 25hours Hotel Frankfurt The Goldman, Germany 25hours Hotel Bikini Berlin, Germany 10 hotels 1,347 rooms 3 countries in Europe PIPELINE 3 hotels 841 rooms 2 countries 25hours-hotels.com hours Hotel Hamburg HafenCity, Germany

24 Bringing Stories to Life AUTHENTIC WELCOMING CAPTIVATING REFINED Each Grand Mercure is a touchstone rooted in its destination that invites the discovery of authentic cultures and traditions. Rich narratives from our warm and engaging staff bring stories to life, while always delivering the universal sense of elegant hospitality. Grand Mercure Danang, Vietnam Grand Mercure Beijing Dongcheng, China Grand Mercure Wellington, New Zealand Grand Mercure Rio de Janeiro Riocentro, Brazil 48 hotels 11,086 rooms 12 countries AMERICAS 7 hotels 1,856 rooms ASIA-PACIFIC 39 hotels 8,678 rooms MIDDLE EAST & AFRICA 2 hotels 552 rooms Grand Mercure Qingdao Nanshan Resort, China PIPELINE 26 hotels 6,185 rooms 11 countries grandmercure.com 44 45

25 Expect nothing less ELEGANT STYLISH INTELLIGENT INDEPENDENT Beautifully designed, The Sebel Hotels & Apartments is a stylish place to relax and unwind. Like a warm welcome, The Sebel experience is intimate, curated and carefully attended to. The Sebel Pinnacle Valley, Australia The Sebel Palm Cove Coral Coast, Australia The Sebel Melbourne Flinders Lane Australia The Sebel Auckland Viaduct Harbour, New Zealand 25 properties 1,622 spaces 3 countries in Asia Pacific The Sebel Melbourne Docklands, Australia PIPELINE 5 aparthotels 503 spaces 2 countries The Sebel Twin Waters, Australia thesebel.com 46

26 MIDSCALE BRANDS Spaces for living, inspired by places and people. Spaces that are resolutely about showcasing lifestyles. AccorHotels Midscale brands offer as many experiences as there are desires. Whether traveling alone, as a couple or a family, or for business, there is always a Midscale brand ready to meet all your needs

27 So much to live EASIEST LIVING EXPERIENCE MODERN DESIGN RELAXED & LIVELY PEOPLE Every Novotel is a destination in itself. Helped by relaxed and lively staff, guests are free to live as they want everywhere in the hotel. Design that is aesthetic and functional, modern and timeless, simple and statutory, gives each hotel a spirited atmosphere. Making each one the perfect spot to have a drink and a bite, work, play or just relax. Guests feel at ease, wherever they are from or however they arrived, solo or as a family. At Novotel, guests can live life to the fullest. 496 hotels 96,771 rooms 58 countries AMERICAS 34 hotels 6,877 rooms ASIA-PACIFIC 141 hotels 35,172 rooms MIDDLE EAST & AFRICA 30 hotels 6,172 rooms PIPELINE 114 hotels 26,506 rooms 40 countries EUROPE 158 hotels 30,666 rooms FRANCE 133 hotels 17,884 rooms Top 3 In the top 3 best known midscale brands in 20 markets Novotel London Canary Wharf, United Kingdom Novotel London Canary Wharf, United Kingdom Novotel Bangkok Platinum, Thailand Novotel Sydney on Darling Harbour, Australia Novotel Paris Montparnasse, France novotel.com 50 51

28 Mercure Maldives Kooddoo Resort, Kooddoo Island Mercure Budapest City Center, Hungary Travel made authentic MOST AUTHENTIC EXPERIENCE LOCALLY INSPIRED DECORATION GENUINE & ENTHUSIASTIC PEOPLE Mercure Istanbul Topkapi, Turkey Every Mercure is a portal to a destination. Its staff are genuinely knowledgeable about the city and every detail of the decor tells a story about the location and its cultural heritage. While every Mercure hotel is unique, all share the same passion for high-quality services. So from the moment our guests step inside a Mercure be it in Paris, Rio or Bangkok they are immersed in their destination. Mercure: travel made authentic. Mercure Berlin Wittenbergplatz, Germany 779 hotels 100,160 rooms 61 countries AMERICAS 66 hotels 8,613 rooms ASIA-PACIFIC 119 hotels 21,068 rooms MIDDLE EAST & AFRICA 25 hotels 5,029 rooms EUROPE 324 hotels 41,659 rooms FRANCE 245 hotels 23,791 rooms PIPELINE 125 hotels 22,017 rooms 33 countries Mercure Wroclaw Centrum, Poland #1 Highest premium perception of the largest mid brands worldwide mercure.com 52 53

29 Your second home to stay, live, enjoy URBAN COMFORT FLEXIBILITY Adagio Paris Bercy Village, France 105 aparthotels 11,459 rooms 11 countries How do you stay away from home and enjoy real at-home comfort while discovering a new city? Adagio Aparthotels offer functional apartments with the advantage of dedicated hotel services and natural hospitality. Located in the heart of cities, over 100 addresses in the world, the brand has three product ranges : Adagio, Adagio access and Adagio premium. AMERICAS 9 hotels 1,116 rooms EUROPE 16 hotels 1,977 rooms FRANCE 71 hotels 7,687 rooms MIDDLE EAST & AFRICA 4 hotels 679 rooms PIPELINE 44 aparthotels 6,671 apartments 11 countries #1 Aparthotels network in Europe adagio-city.com 54 55

30 Mama Shelter Rio Santa Teresa, Rio de Janeiro, Brazil Mama loves you BEAUTIFUL CHIC AFFORDABLE FUN AND FRIENDLY Mama is much more than somewhere to eat and sleep. It s an urban kibbutz, a lively place for meeting and sharing. Mama is like motherly love. It s like being in her arms cosy and snug, a sanctuary, somewhere that feels good. Mama also feeds you like a mother, with generous, unique dishes designed by fantastic chefs. Like a mother, Mama just wants to take care of you! Belgrade Bordeaux Los Angeles Lyon Marseilles Paris Rio Mama Shelter Los Angeles, Unites States Mama Shelter Bordeaux, France 7 hotels 797 rooms 3 countries Mama Shelter Lyon, France AMERICAS 3 hotels 248 rooms FRANCE 4 hotels 549 rooms PIPELINE 4 hotels 759 rooms 3 countries 56% Revenue coming from F&B mamashelter.com Mama Shelter Lyon, France 56 57

31 ibis Styles A Coruna La Corogne, Spain ECONOMY BRANDS Comfort is priceless, and with AccorHotels Economy offer, it doesn t cost the earth. Our range of Economy brands, including the recently launched and innovative JO&JOE, has a solution for everyone: hotels where all ages, needs or budgets can find exactly what they need, always for the best price

32 For those who love that extra touch CONVIVIAL COOL AND CONTEMPORARY CARING AND PROACTIVE PEOPLE ibis Lima Reducto Miraflores, Peru Some people say you can t put a price tag on great comfort, service and experience; ibis says you can. Our guests enjoy caring staff available 24/7, best-in-class bedding, contemporary cozy rooms and feel-like-home social spaces always at the best price. Welcome to Europe s leading economy hotel brand! 1,137 hotels 145,081 rooms 67 countries AMERICAS 156 hotels 22,993 rooms ASIA-PACIFIC 186 hotels 31,193 rooms EUROPE 360 hotels 48,252 rooms FRANCE 387 hotels 34,015 rooms MIDDLE EAST & AFRICA 48 hotels 8,628 rooms PIPELINE 159 hotels 24,186 rooms 42 countries ibis One Central Dubai, United Arab Emirates ibis Saint Denis Stade Sud La Plaine Saint Denis, France ibis Cambridge Central Station, United Kingdom #1 Best total awareness of economy brands in 14 key countries (>50%) ibis.com 60 61

33 ibis Styles Budapest City, Hungary For those who love design CREATIVE ORIGINAL TRENDY GOOD HUMORED Every ibis Styles hotel is a center of creativity, good humor and fun. Each one is decorated around a theme, and no idea is too creative: Alice in Wonderland, a farm in the middle of Paris, a journey through the history of aviation. You name it, and there is an ibis Styles built around it. Ibis Styles hotels also offer comfortable bedding, Wi-Fi and even Family Suites for up to four people. Welcome to the most stylish economy hotel brand! ibis Styles Wroclaw Centrum, Poland 422 hotels 43,213 rooms 45 countries AMERICAS 27 hotels 3,410 rooms ASIA-PACIFIC 83 hotels 13,299 rooms MIDDLE EAST & AFRICA 12 hotels 1,914 rooms EUROPE 113 hotels 11,200 rooms FRANCE 187 hotels 13,390 rooms ibis Styles Liverpool Centre Dale Street, United Kingdom PIPELINE 156 hotels 25,568 rooms 38 countries 20% above the category brand average on 25 markets in term of brand rate premium perception SMILE YOU ARE AT IBIS STYLES ibis Styles Ambassador Seoul Myeongdong, South Korea ibis.com 62 63

34 ibis budget Amsterdam City South Amstelveen, Netherlands ibis budget Jakarta Tanah Abang, Indonesia For those who love the best rates ibis budget Marne-la-Vallée Pontault Combault, France SMARTEST CONTEMPORARY CASUAL AND FRIENDLY Nifty, casual and at a dream price, this is ibis budget. Contemporary rooms for one, two or three people, XL showers, comfortable bedding, all-you-can-eat breakfast buffet all available at ibis budget hotels. For guests who want to get the most for their money, welcome to the smartest economy hotel brand! ibis budget London City Airport, United Kingdom 588 hotels 58,096 rooms 19 countries AMERICAS 40 hotels 7,891 rooms ASIA-PACIFIC 35 hotels 4,274 rooms MIDDLE EAST & AFRICA 4 hotels 484 rooms EUROPE 173 hotels 19,283 rooms FRANCE 336 hotels 26,164 rooms PIPELINE 85 hotels 10,513 rooms 18 countries #1 Best value for money perception versus competition in 5 key markets ibis.com 64 65

35 Welcome to the Open House COOL BLENDED CARING JO&JOE is a place that s uniquely designed for millennials, locals and travelers. It s an Open House that s lively, affordable and caring. A place where guests are free to do just as they please! JO&JOE Hossegor, France The first JO&JOE is now bringing fun to Hossegor, France, the second will welcome guests in Paris from late 2018, and 50 more will soon be open in your favorite destinations. PIPELINE open houses 2 rooms 339 countries 2 66 joandjoe.com

36 hotelf1, simplicity and freedom #OnTheRoad SMART SURPRISING EASY Who hasn t dreamed of traveling the roads of France and adventuring off the beaten track? But where to stay? The answer is hotelf1. For more than 30 years, our hotels have been offering quality rooms at economy prices, so guests can continue enjoying the freedom of life on the open road. 170 hotels 12,975 rooms 1 country (France) hotelf1.com 68 69

37 AT THE HEART OF THE GUEST EXPERIENCE Today, a hotel is more than just a place to stay. It is the popular restaurant where great-tasting food draws in the crowds. It is the welcoming bar where locals and guests mix over exciting cocktails in original spaces. It is the relaxing spa offering soothing treatments and havens of calm. It is the perfect host for all types of meetings and events. Today, at AccorHotels, a hotel is the new home of services for all

38 Restaurants & Bars - AccorHotels is more than a benchmark food services operator. Thanks to the unique expertise of its talented employees, it is a creator of guest experiences. - SO/ Bangkok, Red Oven, Thailand Fairmont Hotel Vier Jahreszeiten Hamburg, Germany Mama Shelter Paris, France Seeking excellence and authenticity At AccorHotels, we have a mission to make restaurants and bars the heart and soul of our hotels. So we are thinking like restaurateurs, delivering food and drink experiences that are excellent, relevant and authentic. We are not doing this to be trendy, but rather to make our restaurants and bars an essential part of the fabric of life in our cities and communities for travelers and locals alike. Accomplishing our mission will not only redefine the hotel industry, but will also provide new levels of rewards for guests, owners, and the Group. over 9,000 restaurants and bars 80,000 talented employees 200 million meals a year over 5 billion in revenue 72 73

39 Wellness Re-energizing experiences Our attentive and generous teams of thalassotherapy and spa experts welcome our guests to relaxing, restful environments. They dispense both naturally revitalizing seawater treatments and a wide range of holistic treatments and activities inspired by traditions from around the world. Pullman Shanghai, China Pullman Kaifeng Jianye, China 14 Thalassa Sea & Spa institutes over 350 spas Pullman Phuket Arcadia Naithon Beach, Thailand over 500 fitness centers 74 75

40 Meetings & Events Pullman Wenzhou, China Novotel London Canary Wharf, United Kingdom Meeting all your needs With state-of-the-art equipment, innovative catering and bespoke activities, our hotels, from luxury to economy, ensure that every business event is a success for our guests. 25,000 event organizers ARE MEMBERS OF THE MEETING PLANNER LOYALTY PROGRAMME Meeting planner over 500 events a day worldwide Pullman London St Pancras, United Kingdom 2,400 hotels 13,800 meeting rooms 900 million in revenue 76 77

41 MASTERING DEVELOPMENT AccorHotels is fully committed to imagining the future and ensuring the success of our partners by building a long-term relationship. Their success is our success

42 AccorHotels opens 1 hotel every 33 hours Hotel Development Know-How Benefit from the expertise and support of our local hotel development teams to maximize your investment. We advise you on well-researched site location, fully-accredited brand selection, fact-based project feasibility and metrics targeted performance. Whether you are a real estate owner or developer, an independent hotelier or an investor, whether converting an existing property or building a new hotel, with a management or a franchise contract, you can rely on us to provide a superior return on your investment. ACCORHOTELS TOTAL ROOM PIPELINE 870 hotels +161,000 rooms 84 countries By operating type 73% management contract 27% franchise contract By segment 28% luxury & upscale 34% midscale 38% economy & low cost ORGANIC GROWTH IN ROOMS Sofitel Sydney Darling Harbour, Australia 23,000 30,000 36,000 38,000 41,000 Residential Development Expertise hotels & 41,000 rooms opened in 2017 (organic growth) 40 hotels & 11,000 rooms acquired in hotels & 58,000 rooms signed in developers in 30 offices worldwide We also bring unrivalled industry expertise to the development of branded private residences and extended stay serviced residences. Our residential offering includes for-sale branded residences which are typically co-located with a AccorHotels property and sold to individual purchasers. They drive supplementary revenue (F&B, spa ) to the hotel. Proactive lead generation and sales advisory and marketing support, coupled with a comprehensive residential owner benefits offering, further extends the competitive advantage enjoyed by our residential development partners. Located in ultra-prime urban locations and the most sought after resort destinations, our luxury mixed-use residential properties are natural extensions of our iconic hotel brands. +3,000 residential owners +20 branded residences and 50 under development 80 81

43 Design & create destinations We have long-standing and valuable expertise in hotel and concept design. Our Design & Technical Assistance offers you a wide range of advisory services. Our local teams are on-hand to support the design and construction, or renovation, of your hotel project, at each step of its lifecycle: from branding, planning, consulting, designing, engineering, purchasing, and delivering to opening. We provide you with our brand standards, style books, design briefs, construction and renovation guidelines. We help you to choose the right partners to successfully accomplish your hotel project: our preferred local consultants, architects and interior designers, contractors, manufacturers... We ensure you benefit from inviting, functional and safe spaces, full brand compliance for greater guest experience and satisfaction, and cost savings, which all contribute to your hotel s operational and financial performance. 300 construction & renovation projects each year 200 design & technical experts Mercure Bangkok Sukhumvit 11, Thailand ibis Styles Paris CDG Airport, Roissy CDG, France Partner with us By joining us under Franchise contract, you benefit from the strength of our global network of over 2,040 franchisees. We help you build brand preference and guest satisfaction & retention. We boost sales and revenue for your hotel. By choosing a Management contract, you rely on a leading operating company running over 2,260 hotels. We generate additional revenue for your hotel. We help you control your distribution costs. We manage your hotel effectively. Respect your budget, implement decisions made with you and maximize your margins. In both cases, our global stature and footprint in 100 countries allow us to deliver strong local teams expertise and support. 2,040 franchised hotels 2,260 managed hotels 82 83

44 BUSINESS, CUSTOMER & DIGITAL We are dedicated to providing the best expertise to our hotels to help them increase their visibility, reinforce their relationship with customers and maximize their turnover. We also provide the efficient, robust tools and systems they need for distribution and analysis while developing new markets

45 Business, Customer & Digital Providing the hotels with the best expertise worldwide A DIVISION OF 5 TEAMS : CUSTOMER EXPERIENCE, DATA AND REVENUE MANA- GEMENT, E-COMMERCE, SALES, DIGITAL SERVICES. THEY ALL SHARE COMMON OBJECTIVES, TO: 1 Boost hotels visibility 2 Maximize hotels revenue 3 Develop new markets 4 Retain customers Be supported by an international team GUEST EXPERIENCE & LOYALTY EXPERTS Best solutions for business DATA & RM EXPERTS +1,000 RESERVATION AGENTS 900 SALES EXPERTS 700 E-COMMERCE EXPERTS 250 CUSTOMERS AGENTS 160 IT EXPERTS 1,

46 Business, Customer & Digital 1 Boost hotels visibility Beyond simple geography, the presence of AccorHotels properties worldwide allows every type of client to be targeted: individuals, groups, online partners, corporations, wholesalers, airlines, and more, right through their journey. DREAM Be inspired when selecting a destination +2,200 DESTINATIONS ON ACCORHOTELS.COM COME BACK Be rewarded and recognized +145M MEMBERS OF LOYALTY PROGRAMMES simple, intuitive, personalised and fun The website increases traffic, stimulates revenue and extends overall sales reach. A unique multi-brand portal offers hotels a stronger and more powerful e-commerce presence than ever before. DEDICATED VISIBILITY CAMPAIGNS SELECT Find the best offer 1 Multi-brand web portal 14 brand websites BOOK Book anywhere from any device +8 DOWNLOADS OF THE ACCORHOTELS SINGLE APP EVERY MINUTE SHARE Share my experience with my friends 25M fans ON SOCIAL NETWORKS STAY At the hotel I feel expected and special 15% of Online Check-in* 25% of Fast Check-out* *On eligible bookings A bespoke solution offering guaranteed visibility on up to 34 selling points, and in up to 18 languages. Opportunities to showcase hotels in defined promotion periods, or to push destinations. A good way to raise awareness of a newly-opened hotel. Grégoire Venuze, Senior Revenue Manager, Novotel London Canary Wharf PREPARE The best way to prepare my stay 70 CITY GUIDES ONLINE ON ACCORHOTELS.COM 88 89

47 Business, Customer & Digital BOOST HOTELS VISIBILITY Guest passion THE BETTER YOU DESCRIBE YOUR HOTELS, THE BETTER YOU LL SELL THEM MYACCORHOTELS DESK A friendly portal for managing hotel descriptions. This new extranet simplifies and boosts the hotels distribution. Hotel Content Management From a single point of access, hotels can manage their content across all distribution channels (AccorHotels.com, mobile, OTA, etc.). Using myaccorhotels desk, hoteliers have at their fingertips all they need to highlight their hotels strengths and provide customers with detailed information. The aim of this solution is to inspire our guests and encourage them to choose our properties. Services Catalogue A service catalogue offering several innovative solutions for hotels, to: Optimise their web visibility Create a unique experience for their guests at the hotel (web corner, virtual concierge, connectivity solutions, etc.). B2B websites FROM IDEATION TO HOTEL SOLUTION DEPLOYMENT Act as a service provider for hotels by analysing and offering new technological and digital services for their guests. Innovation Lab These function as an operational staff support centre. Their missions are to: Identify new technologies and services Conduct an open innovation strategy Explore best practices among our competitors and elsewhere Test, recommend and communicate We always have a user-centric approach. Guest Technology Test and deploy new solutions Optimise existing processes Analyse, propose and develop solutions for each brand Project leaders in the hotels Proven reference solutions Define a Guest Technology catalogue of our services for each country NEW INSPIRING TOOLS FOR B2B CUSTOMERS More than 60 ing campaigns to >1.4 million contacts worldwide (business travel, meetings&events, travel agencies & tourism markets) The new Travel Style blog to inspire and convince all business travel actors, using high-quality content around the business lifestyle, the challenges of organising travel, digital traveller, business & cultures. More than 30 projects managed this year developing our B2B websites, to: enhance the customer experience, improve UX and design, highlight new offers and new services to boost direct bookings, boost our site monitoring A Special deal section on our B2B websites to display Hotel / Brand / Local promotions to our customers. businesstravel.accorhotels.com meetings.accorhotels.com travelpros.accorhotels.com 7 languages 20 geolocalisations 90 91

48 Business, Customer & Digital BOOST HOTELS VISIBILITY +5 million downloads 4 downloads of the AccorHotels App per minute on average 26 million visits every month (2017 figures) Restaurants by AccorHotels is an exciting new Food & Beverage Digital Content & Reservation Platform available exclusively to AccorHotels restaurants. Put the power of the AccorHotels Digital Ecosytem to work for your restaurant! Restaurants by AccorHotels helps restaurants to increase their covers, improve operation, engage effectively The App as a stay enhancer Mobile phone technology has already transformed societies around the globe. David Nabarro, United-Nations Secretary-General Special Adviser Travel solutions have changed, and as a result AccorHotels is now offering a mobile app. This App is a travel companion, to enhance the customer experience throughout their journey, so they can: Dream, Choose, Book, Prepare, Enjoy, Share & Comeback. All the best digital trends are in the App, such as Virtual Reality and Location-Based Services giving hotels greater visibility. HEARD ABOUT PHIL? Phil Welcome can answer all customer information requests about our hotels worldwide. And he can act as our guests personal assistant, combining the roles of an information desk and proactive companion, who will propose upgrades & cross sell. When F&B use technology to better serve customers with clients and grow profits. This solution allows hotels to make their restaurant bookable online 24 hours a day and 7 days a week via the Restaurants by AccorHotels responsive website and the AccorHotels App, but also on Facebook, Twitter and the hotel mini-website. Look around: visual 360 in App Individual hotel website: forever yours More than 1,000 websites already created Easy solution to boost hotel visibility and direct bookings. Fully dedicated to a property, the individual hotel website is a perfect solution to increase the visibility of hotels and improve web direct market share. Powered by Fastbooking technical platform, a hotel website is fully integrated in AccorHotels ecosystem (TARS, Accor Picture library, Google 360, TripAdvisor reviews, Google Analytics, Local Measure, TablePlus/ResDiary), customized with its brand and hotel USP. Fastbooking propose flexible price packages creation, account management, staff training and after sale support to deliver the hotel full control over the website content. Fast, easy, client friendly, secure to get more direct bookings and increase RevPar! Smile, you re on camera! Videos and photos of hotels represent showcases on the web. These are the first digital touch points with potential customers. AccorHotels promotes any hotel in a professional way by ensuring the creation of high quality pictures & video content. The objectives are twofold: Influence customers in their buying decision by conveying more information, give emotion more rapidly through iconographic content. The 360 Tour is a new service to increase visibility, generate more engagement and immersion on the app, on social networks (Facebook, YouTube, Google street view) and soon on accorhotels.com A full 360 Tour offer customers unparalleled access to the property without ever leaving the hotel factsheet whilst boosting web visitor retention and sales or bookings. Indeed, known as sticky content, virtual tours are proved to keep potential customers longer on website allowing them to interact with all services with just a click of a mouse. 93

49 Business, Customer & Digital BOOST HOTELS VISIBILITY Partner websites: a key support Business advantages through B2C partner websites (e.g.tripadvisor) The TripAdvisor Business Advantage solution allows the hotel to be highlighted on a partner website in order to reach new customers, increase the awareness of the AccorHotels properties and brands and hence our direct market share. Ben Van Nieuwstadt, Director E-Distribution BeNeLux B2B partner websites through global agreements with leading events organisers, travel agencies and major online partners - giving additional booking channels and extended visibility. Be represented at the most famous local and international tradeshows More than notoriety and visibility, tradeshows enables sales offices and hotels to share best practices, information and introducing each other to clients Sophie Bruschet Director of Communication and Events, Global Sales IMEX America 2017 Conquering North America #Social Media #Followers #Influencer A social media-based marketing community harnessing the world s largest professional social network as one of the most important resources. Special offers and real time campaigns on LinkedIn and Pinterest boost visibility on social media. Ongoing buzz on various social media is generated by AccorHotels teams to increase the hotels visibility on the web. 2,050 users of social media among the Group 50,000 followers on Instagram B2C social networks Experts creating interactions with our guests where they are: on social networks. Making the most of AccorHotels on social media: all brands, worldwide localised presence, more than 4,200 networks managed. THE SOCIAL DESK A tool kit to help hotels enhance their presence and awareness on social media. With more than 640,000 monthly Check-ins on Facebook, our hotels Facebook pages showcase our network now more than ever. Access: accorhotelsocial/accorhotelsd15 For any questions please contact: socialdesk@accor.com ILTM Cannes 2,000 appointments held at the stand IMEX Frankfurt A clear success 25 million fans across all our networks ITB Berlin 1 Billion as a result! ATM Dubai Signing at the summit More than 440 sales missions worldwide 7 international tradeshows and more locally I had a fantastic time at IMEX America It was an incredible opportunity to meet with clients and share best practices with colleagues. My days were full of appointments and whatever downtime we had was well spent meeting other great clients and industry partners. Christian Gagnon, Regional Sales Manager, Fairmont Hotels & Resorts, Quebec Resorts 94 95

50 Stand: Rixos Premium Dubai N O V E M B E R O K T O B E R Sorgfältig für Sie ausgewählt mit der Erfahrung aus 175 Jahren. AFRIKA, ORIENT INDISCHER OZEAN VEREINIGTE ARABISCHE EMIRATE / KENIA / TANSANIA / SANSIBAR / SÜDAFRIKA / NAMIBIA BOTSWANA / ZIMBABWE / ZAMBIA / MAURITIUS / SEYCHELLEN Business, Customer & Digital BOOST HOTELS VISIBILITY Business, Customer & Digital Marketing Campaign Worldwide online advertising campaigns (display banners, ads on search engines, visibility on metasearch sites and affiliated partners), to promote our brands, offers and destinations. According to regional needs and customer profiles, campaigns are run throughout the year to reach new customers. Dedicated newsletters, shots and e-cards also impact customer choice. To boost visibility of our mid-market offers (Business Plus & Le Club AccorHotels Meeting Planner). VKI Thomas Cook Touristik GmbH Thomas-Cook-Platz Oberursel 40 TRAUMURLAUB IN DEN EMIRATEN Promotion campaigns on worldwide basis 38 million spent Targeted ing campaigns 30 million 1 billion personalized s 262 hotels and 32 sales contact part of the Success in Congress campaign (workshop + prize-giving ceremony) gettyimages/gary John Norman Success in Congress Commitment #9 A wide range of accommodation and services Find all congress commitments on meetings.accorhotels.com Global contact : associationcongress.globalsales@accor.com Success in Congress rewarded with the bronze for «Best Print Advertising Campaign» 4 display campaigns +50 million impressions 2 Maximize hotels revenue Increase margins, secure business. May I help you? Reservation call centres Developing your hotel turnover with our Reservation call centers Our professional call centres process customer bookings and provide information for hotels and brands, from economy to luxury. We answer guests requests, 365 days a year, in 18 languages with our strong presence worldwide in 10 reservation call centres. Our reservation sales techniques focus on customer recognition, personalisation and expectation identification, enabling us to convert calls to bookings. Training? No! Learning experiences! Our overflow service, flexible and adapted to our hotel s needs, is made to boost your revenue by answering your hotel s incoming reservation calls. By responding to guests with our customercentric approach, we better understand their needs and offer tailored responses to ensure guest satisfaction. 8 million guest contacts handled every year 10 reservation call centres worldwide 18 languages 900 agents Media A worldwide presence on specialist and/or general newspapers, magazines, websites. Attend interviews and show the impact of AccorHotels worldwide. Training staff and teams on revenue management and sales methodology to unify learning and knowledge of hotel and call centre employees Unify the sales force across all segments, from global to national and hotel sales Integrate sales and RM performance training into global talent programmes (courses included in IHMP 2017) Offer online free tutorials, in-class session for all RM central and hotel teams Thank you so much for the amazing time we had on our training session in Warsaw on July. It was a great opportunity to exchange our best sales practices and expand our knowledge. Gabriela Megiel, MICE KAM Poland 565 people trained in 11 regions BFM Vincent Gérard, Dream Force San Francisco Well done guys! Please count on the South America team!! We are all committed to selling AccorHotels value. Paulo Frias 09/ Head of Sales South America 96 97

51 Business, Customer & Digital MAXIMIZE HOTELS REVENUE Business opportunities Multi-layered relationships with strategic, key and national accounts covering all segments and channels to generate more room nights and revenue. Negotiation of the biggest contracts (non-exhaustive list) Seasonal deals Drive occupancy during low seasons and develop accorhotels.com brand awareness through an extensive communication plan. SUPER SALE Increase hotel occupancy during need periods Target first the loyalty members and subscribers thanks to a worldwide offer Increase share of web direct sales Increase overall visibility 297,000 rooms booked in 12 days NEW NEW OFFERS AccorHotels Business Offer (AHBO) Annual Contract MICE Member rate for GDS and TravelPro NEW CONTRACTS Inauguration of the Paris Convention Center, the biggest congress center in Europe, a partnership accommodating huge events Signature of the Invictus games in Australia for 10,000 room nights in Sydney Signature of Emirates - 80 rooms per day for 3 years - Pullman Roissy Korean air - 50 rooms per day for 2 years - MGallery Saigon And more than 23 new connectivities And so much more Over 300 global sellers in 47 sales office worldwide work hand-in-hand with hotels to win clients across the spectrum of segments to deliver you the best topline possible, through different channels. Negotiating contracts, hunting new business, ambassadors at tradeshows, running sales events, elevating our profile, and recruiting Le Club members are all part of how we contribute to the success of AccorHotels. MARKUS KELLER, Senior Vice President Global Sales 3=2 Develop Customer relationship & Business Worldwide Increase occupancy with 3 night stays during shoulder season Target a large public with a long booking period validity Increase share of web direct sales Increase overall visibility 28,5 million s sent since January 2017 PRIVATE SALES What will your next trip be? Provide with a flexible solution to drive occupancy when needed on direct channels Offer an exclusive offer to the closed-user group : loyalty members and subscribers Increase use of web direct 60,000 rooms sold per private sales 98 99

52 Rewards our guests & earns their loyalty With genuine rewards and special attentions, our Loyalty programmes continue to build stronger, more loyal and more profitable relationships between our hotels and our guests. 145 million Members International programmes Thoughtful, generous, simple 2X Clients stay twice when they are Members 145 m 106 m 70 m 100 m 14 m 18 m 25 m 4 m 32 m 5 m 40 m accorhotels.com/leclub

53 Business, Customer & Digital MAXIMIZE HOTELS REVENUE Smart pricing: looking for the best way to fine tune your rates? What about ipms? FOLS & OPERA We have selected the ultimate solutions available on the market for you, and have even developed our own tool: Smart Pricing! Curious about your price efficiency? We have developed the Pricing Power Programme: a clear and efficient public pricing architecture for B2C and the Corporate Pricing Tool to optimize your B2B rates. Want to work not only on room revenue but also on F&B? Guess what, our Total RM expert team will help you reach that goal with a dedicated programme (system + training). Struggling to hire the right person for the job? Our RM on demand services are made for you, including short-term cover for staff shortages, pre-openings and permanent resources when on-property RM is unavailable. It also provides an option to use artificial intelligence thanks to its comprehensive data science services. Integrated Property Management System means interfaced with AccorHotels reservation systems and AccorHotels linked digital tools to efficiently and simply manage hotel business! AccorHotels proposes 2 ipms: FOLS and OPERA, both with mobility solutions to enhance customer experience and ease maintenance and housekeeping management. Developed by and for hoteliers, FOLS is a complete, efficient, adaptable tool. It s also user-friendly! With FOLS, hoteliers can access their hotel data from anywhere via any webconnected device. FOLS: the benefits from a cloud-native solution combine with an efficient integrated Property Management System (ipms) already used by more than 2,000 hotels in 26 countries. OPERA Cloud mobile IPMS IS CONNECTED TO THE ACCORHOTELS REVENUE MANAGEMENT TOOLS, AND IS HIGHLY EFFICIENT AND USER FRIENDLY. RESULT? MAXIMIZED SALES! Oracle Hospitality, the world s leading PMS, provides an open, flexible, property management platform. Its scalability enables users to easily adapt and extend capabilities as their business evolves. Numerous certified interfaces to third-party industry applications help integrate Oracle hospitality OPERA property into the hotel s systems for smooth, connected, technology-enabled processes. FOLS mobile FUEL UP YOUR TOTAL NET REVENUE! IPMS CONSTANTLY PROVIDES ME WITH CUSTOMER INSIGHT (CRM, WEB CUSTOMER REVIEWS ) ALLOWING ME TO FORGE CLOSE RELATIONSHIPS WITH MY GUESTS! ibis London Thurrock M25 team

54 Business, Customer & Digital 3 Develop new markets Dealing with a wide range of customer types, AccorHotels teams are continually penetrating new markets to bring additional value, gain visibility, and reach new customers. Create synergies with new brands AccorHotels is leading the market through a strong period of acquisitions enabling the Group to develop new territories. The efficient integration of the new brands in the AccorHotels Global Sales ecosystem is a priority for us. Our objective is to exceed our customers expectations, create synergies between all the stakeholders and boost their revenues in line with our Group strategy. Plan your tailor-made travel in real time Available from the AccorHotels.com homepage, this new offer allows our guests to organise a circuit to include several destinations, hotels, flights and activities. Leisure European Expert Meeting Discovering Rixos Antalya Properties No matter if it s a legacy business or a new one, the Feel Welcome Global Sales Process designs, manages and controls the new brand integration process in a both quick and smooth way with a task force of selected professionals. Hervé Boffelli, Vice President Sales Solutions and New Business Integration Orient Express

55 Showcase hotels through events Business, Customer & Digital DEVELOP NEW MARKETS Be a member of an association and make a meaningful contribution Luxury Fam trip Molitor Paris MGallery Collection Leisure Fam trip Raffles Singapore As a member of ICCA (International Congress and Convention Association), AccorHotels has access to a worldwide database with 20,000 international associations organising 220,000 meetings. We can also attend different events where suppliers interested in the Association market can share their expertise. Xavier Guillemin, Executive Director Association, Sport & Entertainment Worldwide VIP Fam Fairmont Empress and Victoria BC Bobby Ong, IBTM Barcelona Kuoni workshop Maldives Charline Boccara, Expedia Convention, Las Vegas Global Meeting Exchange Fairmont Rey Juan Carlos I, Barcelona Being part of the ETOA Advisory Board is an amazing opportunity to participate actively and influence tourism orientation and decisions in Europe. Being the country representative for France at the association allows me to inspire tourism players to generate business in this country and ensure visibility for our hotels around the world. Jean-Claude Balanos, Vice President Leisure Sales, member of the ETOA Advisory Board This partnership allows us to be connected to market news and trends with our biggest corporate customers and travel agencies. The events are opportunities to create awareness for our clients on new distribution trends and group strategy, allowing them to follow us and understand market changes and our position. It also enhances our visibility among the world s biggest congress companies. Agathe Fabron, Vice President Business Travel and Meetings & Events speaking at the ACTE Conference MarketHub Bangkok MarketHub Bangkok 1 st forum for international hospitality, Athenes After being one of the key leader in the meeting industry in US through education, PCMA (Professional Convention Management Association) wants to extend in Europe. At the Fairmont Monaco, PCMA gathered the European key opinion leaders of the meeting industry including AccorHotels Global Sales team, the only hotelier player invited. With the growth of home-sharing platform Airbnb, traditional hotel chains have had to take a step back and rediscover what makes them unique. This was the topic of conversation at GBTA Convention 2017 s Lodging Panel, moderated by CNN s Richard Quest. Representing hoteliers was AccorHotels Senior Vice President of Global Sales, Markus Keller, and NH Hotel Groups

56 Business, Customer & Digital DEVELOP NEW MARKETS Business, Customer & Digital Enjoy our hotel services during the day! AccorHotels now offers its guests the chance to enjoy a ROOM DURING THE DAY to rest or freshen-up after a long journey or AN OFFICE FOR A FEW HOURS to work alone or with others in a peaceful setting. Guests can choose the duration that suits them: 3, 6 or 9 hours. available on Accorhotels.com and on AccorHotels App. 4 Retain customers AccorHotels engages with the customers in many different ways, to build and feed a continuous relationship before, during and after, but also between their stays. Our conviction is that relation drives transaction and contributes to securing a hotel s business and improving customer satisfaction and retention. Customer care Our aim is to provide the best customer care service for our guests. The customer care teams, served by John Paul, handle information requests and complaints relating to Le Club AccorHotels programme, ibis Business, Business Plus, AccorHotels Privileged Partners, bookings and stays in our hotels. They respond by telephone, or social media. We re committed to building a positive relationship with our guests based on our core values, listening and personalisation to make them Feel Welcome. A guest who takes the time to complain can be a great opportunity to improve our Service. The Customer Voice is a gold mine. By listening to our customers, we will reach excellence. Bénédicte Lefeuvre, Vice President Customer Contact Centers WELCOMING Personalised messages throughout the customer journey! BOOKING CYCLE Customer Care Personal Space We have developed a personalised relationship programme (best message/ best moment / best client / best channel) based on client knowledge, to increase a hotel s share of revenue, drive repeat business and enhance engagement. RETENTION ACTIVATION

57 Business, Customer & Digital RETAIN CUSTOMERS A unique guest, a unique experience A database is now easily accessible by hotels to welcome our guests in a more personal way. All hotels, from economy to luxury, have access to it and have the opportunity to personalise their guests stays. We found on the profile of our guest R. a sport preference. We decided to personalise his stay by creating a running map with the surroundings of the hotel, accompanied by a personal letter. Hotel testimonial Freddie Awards: a programme recognised by members Each year, the Freddie Awards give members of hotel loyalty schemes the chance to vote for their favourite programmes. Le Club AccorHotels has won 17 Freddie Awards over the past five years, including 12 over the last three years. LE CLUB ACCORHOTELS MEETING PLANNER Feel unique Le Club AccorHotels members are VIPs and must be rewarded for their loyalty through exclusive benefits and experiences that differentiate them from non-members. La Collection by Le Club AccorHotels: a modern, intuitive and unique shopping experience Members can redeem their points in an online store, La Collection by Le Club AccorHotels, to purchase their favourite products or items that helped make their hotel stay more special. The online catalogue is packed with more than 700 items covering a variety of themes. Events professionals, company event organisers, management assistants AccorHotels rewards loyalty! With Le Club Meeting Planner offer, clients earn points for every event they organise - plus they benefit from exclusive tailored support. Use Le Club AccorHotels Meeting Planner to grow revenue through loyalty and customer satisfaction, reinforce visibility in the congress segment and invest in next generation technology for M&E sales. A POWERFUL LOYALTY PROGRAMME Learn and be rewarded The educational reward programme to drive Travel Agents to become experts on Raffles, Fairmont, Swissôtel and Onefinestay. Travel Agents can earn points every time they make a booking at a qualifying rate. In hotel experience Collections by Le Club AccorHotels: a win-win shopping experience Members can purchase their favourite brands online while automatically earning points from their purchases: 1 spent = 1 point earned. The online shop is stocked with goods from more than 29 brands. Dream Stays, one-of-a-kind experiences in outstanding hotels Gourmet meals, relaxation, luxury rooms... With this speciallytailored range of premium packages reserved exclusively for Le Club AccorHotels members at some of the group s most iconic hotels worldwide, to be prepared to see every dream come true. This offer is only available using points. BOOK A DREAM STAY & MAKE YOUR DREAMS COME TRUE A seamless experience, both for guests and hoteliers, thanks to digital services such as: Online check-in and Fast check-out Mobile welcome with FOLS Mobile Easy registration for Le Club AccorHotels AccorHotels Customer Digital Card I know how to further generate loyalty: it is driven by the seamless and personalized experience I will be able to create for my guests

58 Regular meetings and events to customers at a global level Meeting with HotelsBeds CEO Carlos Munoz Lunch with GTA and Maud Bailly Business, Customer & Digital RETAIN CUSTOMERS A dedicated team for the Luxury segment: a new promise for AccorHotels With more than 130 properties belonging to at least one of the luxury consortia (Virtuoso, Signature, Traveller Made, American Express, etc.) AccorHotels is recognised as one of the leaders in Luxury Hospitality. Our worldwide Luxury Sales team manages the luxury travel agencies and private conciergeries, representing AccorHotels properties at many of the Luxury events, tradeshows, exhibitions, etc. They all have a very strong link with the owners of the travel agencies who trust them. Pascal Visintainer, Vice President Luxury Sales Vancouver Virtuoso Overseas Symposium Diner with Carlson Wagonlit Travel and Maud Bailly ibis London Thurrock M25 team AccorHotels at Virtuoso Travel Week Global Meeting organized by Airlines sales and locally Panel with Markus Keller for Booking.com Annual Protravel Breakfast at Virtuoso Travel Week Ensemble Convention Dallas October 2017 Panel with Markus Keller for Booking.com Meeting with HotelsBeds CEO Carlos Munoz Global Meeting organized by Airlines sales

59 Business, Customer & Digital RETAIN CUSTOMERS Incredible client events for our best clients Wow, what a party at Canary Wharf last Monday. AccorHotels really know how to put on a show! Ranjiv Bhalla, Director, Veenus Group. This evening was fantastic Silene Coelho, Director of MICE Sales, South America The Meetings Show - United Kingdom Meeting and events, Unique customers, Unique experience, Unique emotions It s all about the customer experience. From the first contact (website, sales office or hotel) to when the event is held, offering support and building the relationship are key (tradeshow, customer event or simple meeting). For every event - a small meeting or lavish wedding - there is a special bond between us built on emotion. Every day, hotels host thousands of events but each one is unique. Agathe Fabron, Vice President Corporate, MICE & Business Travel ACCORHOTELS ARENA YOU LL HAVE STARS IN YOUR EYES ALL YEAR ROUND AT THE ACCORHOTELS ARENA! SHARE MAGICAL MOMENTS WITH FAMILY AND FRIENDS. IMEX Frankfurt: A night at the Opera Elite Experience for Le Club AccorHotels Members, unforgettable moments ATM Dubai: Havana nights Concerts, sporting fixtures, cultural events Members can enjoy VIP treatment with family or friends by using their points to take advantage of these exclusive, tailor-made offers. These offers are only available with points. MORE THAN 170 MAJOR EVENTS WORLDWIDE IN VIP CONDITIONS (ROLAND-GARROS TENNIS, THE SALVADOR DE BAHIA CARNIVAL, NEW YEAR S EVE AT THE NOVOTEL IN TIMES SQUARE, ETC.)

60 Business, Customer & Digital 5 Best solutions for business AccorHotels supplies numerous performing applications and platforms to facilitate the hotels and teams daily operations and thus increase their revenue. The connection between TARS and all internal and external systems offers a robust and secured distribution eco-system. BI & Analytics platform Business intelligence & analytics platform allows worldwide Business Analysts and advanced users to improve their analytical agility, making analysis and recommendations by leveraging their own data or accessing it through the data lake. MeetingBroker & A.N.A.I.S Connex Leisure OnLine A UNIQUE TOOL FOR TRAVEL PROFESSIONALS Leisure Online is a unique tool for Travel Professionals to book ad-hoc groups online in 1,000 hotels. This solution allows them to place an option online directly in the hotel s system and secure the space and rate for their groups. This booking platform enables the hotels to sell a Bed & Breakfast rate and Half board rate. A.N.A.I.S ACCOR NEW APPLICATION FOR INTEGRATED SALES Contracting and collaborative CRM for both Global and Hotel sales teams to: Obtain an overview and easily access information about accounts and contacts worldwide Manage and follow up on the teams sales activities Collaborate directly with all AccorHotels sales teams Contract and distribute through all booking channels Better understand clients needs Save time when answering RFI/RFP (Request for information/proposal). Available anywhere, anytime, this solution gives the participating hotels greater visibility for a large number of customers worldwide which has been multiplied at least by 3 since its launching in The hotels receive qualified requests, so saving time and allowing a faster response rate. As of today, more than 40,000 booking requests have been sent to the hotels. Any leisure group bookings can be done through. travelpros.accorhotels.com A.N.A.I.S training to Fairmont, Raffles, Swissôtel sales teams! AccorHotels BtoB Sales teams are the best Salesforce users in the hospitality industry Guillaume Aurine, Product Marketing Director, Salesforce #1 CRM 6,200 Sales users in Hotels or Central Sales offices Accounts 212,000 BtoB Contracts 994,000 Contacts T.A.G.S THE ACCORHOTELS GROUP SOLUTION: A SUITE OF SOLUTIONS DEDICATED TO GROUP AND EVENTS MANAGEMENT To benefit from a growing online market, To increase conversion rate and turnover, To enhanced the productivity of Sales Team (hotels and National Sales Offices), And for a better quality of customer service. For hotels, a common solution: MeetingBroker: Platform for receiving and prioritizing group and event requests 20 pilot hotels Live 2 nd half 2018 With 3 solutions in catalogue: Delphi.fdc: Comprehensive, interfaced and intuitive solution for Sales & Catering 40 hotels / 400 users live DirectBook channel: Online booking channel in real time for groups and events, available with Delphi.fdc or DirectBook Extranet Live 2 nd half 2018 Passkey: Digital solution for group rooming list management Live now For National Sales Offices: ANAIS/Connex: New module to send qualified group requests to hotels directly from ANAIS Live 2 nd half hotels live in Delphi.fdc 400 active users worldwide Delphi.FDC - Workshop end of June Hello everyone, We are starting the rollout of Delphi.FDC in the Middle East with Rixos Premium Dubai JBR! We had amazing demo on Delphi.FDC, thanks to Thomas Simons and Wouter Matthieu from AMADEUS! Hotels sales teams were excited to see Delphi.FDC and cannot wait to use it in their hotel! Christian Nakle Regional F.O.R Manager Middle East, Egypt & Iran, SALES & DISTRIBUTION Passkey T.A.G.S by The AccorHotels Group Solution

61 CUSTOMER SURVEY To reflect the Customer-Centric ambition, AccorHotels focuses on the reputation performance score (RPS). This measurement, based on guest feedback, is the average of all reviews a hotel receives, both online and through guest satisfaction surveys. AccorHotels VOG teams help hoteliers to deep analyse results and focus on action plans impacting Guest Experience & Satisfaction. Knowing the guests so that we can constantly nurture our commercial relationship and tailor offers for them. The aim is to stay in front of them: Are sales teams familiar enough with the strategy and their clients needs? How do the clients rate our proactiveness, negotiation skills and offers? How do we handle Claim Management (team responsiveness)? Engage and support hoteliers Monitor our activity THE CUSTOMER EXPERIENCE COMMUNITY A COMPLETE SET OF DASHBOARDS FOR HOTELS AND OWNERS The Customer Experience Community A digital community platform dedicated to AccorHotels teams where the Customer Centric Culture is enhanced, shared and enriched collectively. This mobile platform (CXC) is the Customer Experience hub where our experts share their reputation guidelines and update them inreal time. Teams can find more than 300 FAQ and more than 3,000 stories (sparkles), making each guest feel unique. Every week fresh articles focusing on Satisfaction are published. All regions contribute with more than 150 best practices to improve and co-create the ultimate AccorHotels Customer Experience! A complete set of dashboards is available for hotels and owners to monitor their activity. Among others, this set includes the hotel scorecard, the partner scorecard, the quality hub report as well as Dataviz, a mobile application dedicated to operations, etc. etc. The Hotel Scorecard gives a summary for General Managers, Operations Directors, Finance Directors and Business Analysts. Hotel information is displayed on a monthly and Year To Date basis: Top Line, Web, Finance, Distribution, Le Club AccorHotels, Satisfaction, Sales, Members rate, Metasearch, OnLine Check-in / Fast Checkout. A dedicated version called the Partner Scorecard is available for owners. 900 sales agents operate in 8 Callhotels Centers in 16 languages use TARS for Manilla - Philippines + their 1800 ownhotels use Cluster facilities A single and powerful Booking Engine distributing Walk-in availability requests per day 190 m Off-line OTAs s Traditional Travel Agencies bal Glo The major Travel Management companies are connected through GDS and access TARS inventory & negotiated offers in real-time for their corporate/leisure clients trib Dis s tem Sys n o i ut A robust distribution eco-system The major Travel The major Travel Management companie Management companies are connected through are connected through GDS and access TARS GDS and access TARS inventory & negotiated inventory & negotiated in real-time for th offers in real-timeoffers for their client corporate/leisure corporate/leisure clients central Client Database interacting each step of the Customer Journey, central Client Database interacting each step of the Customer Journey, providing client knowledge to hotels and services to clients providing client knowledge to hotels and services to clients Fully connected to AccorHotels referenced PMS (FOLS, Opera) and RMS (EzRMS, ideas) and fully interfaced with a rich and shared connected to AccorHotels referenced PMS (FOLS, Opera) Fully connected tofully AccorHotels referenced PMS (FOLS, Opera) central Client Database interacting each step of the Customer Journey, and RMS (EzRMS, ideas) and fully interfaced with a rich and shared providing client knowledge to hotels and services to clients and RMS (EzRMS, ideas) and fully interfaced with a rich and shared 190 m 200 k 190availability m per day bookings availability requests requests per dayper day Off-line OTAs hotels on multiple Booking direct and indirect channels, A single and powerful Engine distributing powerful Booking Engine distributing handlingvoice, web, mobile and connected media, hotels on multiple direct and indirect channels, providing rich (photos, videos) and multi-lingual s on multiple direct and indirect channels, content handlingvoice, web, mobile and connected media, e, web, mobile and connected media, providing richand (photos, videos) and multi-lingual h (photos, videos) multi-lingual content bookings per day bookings per day 200 k The AccorHotels corhotels 200 k The AccorHotels Reservation System ation Reservation System System Walk-in CallsAgencies s Off-line OTAs Glo rib (Online ist Travel Cl lobal D Agencies) G em yst ns utio trib Dis bal Agencies PMS Traditional Travel (Online Travel Agencies) Indirect web AIS AN Calls s PMS Walk-in Hotel S TARS TARS 107 ub Calls s L ec l PMS TARS Traditional Hotel Travel Agencies) s Indirect em yst web ution S 110 online travel agencies are directly connected and access TARS inventory & offers in real-time AIS AN Sydney - Australia Clusters & Hotels OL AP AP Meta search Indirect web TARS Le OL(Online Travel AIS AN Dalian - China RESAweb Sydney - Australia Manilla - Philippines Call centers L ec l Meta search Hotel Clusters & web TARS Direct Web & Mobile Hotels OL AP Call centers MetaDirect Web search& Mobile Bangalore - India Dalian - China Sao Paulo - Brazil Clusters & Hotels Manilla - Philippines Rabat - Morocco Call RESAweb centers Direct Web & Mobile web Metasearch engines drive traffic to AccorHotels.com web and OTAs ub hotels use TARS for their own bookings Bangalore - India Wroclaw - Poland Mechelen - Belgium Sao Paulo - Brazil 32 point of sales animated by countries 16 brand websites, 1 mobile app Rabat - Morocco (including market place) Accorhotels.com multi-brand portal Wroclaw - Poland Mechelen - Belgium RESAweb Mechelen - Belgium sales agents ents 900 operate in 8 Call Centers Wroclaw - Poland in 16 languages es + Rabat - Morocco use 1800 hotels use ities Cluster facilities FAST CO M 119 ub FAST CO M 118 Metasearch engines 110 online travel agencies portal Metasearch engines 110 online travel agencies Accorhotels.com Accorhotels.com multi-brand portalmulti-brand (including market place) drive traffic to are directly (including market place) drive traffic to are directly connected and connected and 16 brand websites, 1 mobile app access&tars 16 brand websites, 1 mobile app AccorHotels.com AccorHotels.com access TARS inventory offersinventory & offers 32 point of sales animated by countries 32 point of sales animated by countries and OTAs in real-time and OTAs in real-time Get to know our B2B customers A robust distribution eco-system July 2017 Coupled with a semantic analysis tool (19 languages) the VOG hotel dashboard highlights the hotel strengths and weaknesses and compares their performance against their 5 direct competitors. Sydney - Australia Local Measure captures public social media content from Facebook, Twitter, Instagram, Foursquare and Weibo by geolocalisation. It allows hotels to be instantly alerted for any content posted publicly, and engage with customers in-real time to recover or surprise guests while they are on-site in the hotel. Dalian - China Aggregating more than 6 million worldwide reviews per year from 250 online websites and guest satisfaction surveys, VOG allows hotels to measure their reputation, engage with guests and improve their Satisfaction and performance. Survey questionnaires can also be drafted for Meeting Incentive Conventions & Event (planners and bookers). bookings LOCAL MEASURE s r VOICE OF THE GUEST (VOG) Bangalore - India Listen and act in-real time Sao Paulo - Brazil Listening to customers BEST SOLUTIONS FOR BUSINESS FAST CO M Business, Customer & Digital A robust distribution eco-system

62 PRIVATE RENTAL At AccorHotels, guests can now enjoy a new realm of longer-stay hospitality. Luxury private rentals of over 10,000 beautiful houses and apartments in some of the world s most desirable places are accompanied by premium concierge services that meet all guests needs at all times, both before and during their stay

63 The best homes, the best service TAILORED FRIENDLY VERIFIED Mountain Our Mountain Collection contains our favourite homes and chalets in the best destinations for skiing, hiking and scenic landscapes. onefinestay is the leading luxury private rental brand that redefines hospitality for discerning travelers by offering individualized stays and services in carefully curated homes all around the world. L Altitude in Megève, France +10,000 homes +180 destinations 33 countries AMERICAS 60% EUROPE 30% ASIA-PACIFIC 10% Casa Koko La Punta Estates, Punta Mita, Mexico Beach From Hawaii and Bali to the Mediterranean and the Caribbean, we ve handpicked homes with that winning combination of sunshine, sand and sea. onefinestay.com

64 City Our City Collection gives you a unique way to experience a new neighborhood (or rediscover an old one). Long Lane II London Bridge London, United Kingdom Villa Leila Chianti Tuscany, Italia Countryside Discover places like Provence, Tuscany and Napa from our charming collection of cottages, castles and villas. onefinestay.com

65 COWORKING In today s world, new ways of working require new and dedicated workplaces. With Nextdoor and Mama Works, AccorHotels is bringing its unique experience of high-quality services to coworking spaces, a unique way to socialize for new business and/or partnership opportunities and ensuring that modern work community has a new home

66 Nextdoor Neuilly-sur-Seine, France Your partner in collaborative work FULFILLMENT PERFORMANCE COLLECTIVE SPIRIT Every Nextdoor next-generation workspace with its dedicated service team is designed to help you be as productive as possible. Whether you are a freelancer or entrepreneur looking for a friendly, welcoming coworking environment or a company needing flexible, private offices, Nextdoor has the perfect space to make your working life more spontaneous, positive and creative every day. Nextdoor Gare de Lyon Paris, France 4,500 workspaces 41,000 sqm 9 workplaces (Paris & Lyon) PIPELINE 15 workplaces Nextdoor Paris La Défense, France Nextdoor Neuilly-sur-Seine, France nextdoor.fr

67 Mama Works Cours Lafayette Lyon, France Occupy the office! OFFICES MEETING ROOMS COWORKING Mama Works reimagines the coworking space as a joyous community, a Californian campus of sorts, as much for reflection as (re)creation. Mama Works is a veritable cocoon of well-being, conducive to inspiration and concentration. It is an invigorating agora for creative teams to debate, discuss and brainstorm. It is a luminous loft where ideas, people and energies flow freely. Mama Works is freedom and flexibility, a rallying point for everyone from cutting-edge CEOs and promising entrepreneurs to go-getter freelancers. EXISTING PROPERTY Mama Works Lyon 1,812 sqm Mama Works Cours Lafayette Lyon, France PIPELINE PROPERTIES Mama Works Bordeaux 3,083 sqm Mama Works Lille 1,812 sqm Mama Works Montpellier 1,488 sqm Mama Works Cours Lafayette Lyon, France Mama Works Cours Lafayette Lyon, France Mama Works Cours Lafayette Lyon, France mamaworks.com

68 CONCIERGE SERVICES Hospitality is changing and reinventing traditional services to meet new needs. Like concierge services that take personalized assistance out of the world s great hotels and into everyday life. Bringing our expertise in services to clients, where and when they need it

69 Concierges for the digital age PASSION EXCELLENCE INNOVATION Founded in 2008, John Paul initially offered customized services to private members, before working with corporate clients. Today, John Paul is an expert in designing and operating bespoke customer loyalty programmes, and is widely regarded as the worldwide leader in concierge services. WHAT WE DO Within the AccorHotels group, John Paul manages the Customer Care programme, My Thalassa Sea & Spa and also operates Accor Local. HOW WE DO IT Our expert concierge teams handle all types of requests, from the simple to the unusual, such as privileged access to the finest restaurants, the best seats of the most popular or exclusive events, and much more. WE BRING TOGETHER PERSONALISED SERVICE, DIRECT AND ADAPTED CONTENT SERVICES, AND THE LATEST DIGITAL SERVICE SOLUTIONS. For Customers We help brands manage their client relationships, from the design to the implementation of personalized affinity programmes. For Employees We create innovative loyalty programmes that strengthen the employer brand with on-site concierge desks and multichannel solutions. The Art of Service CONCIERGE EXCELLENCE TO SURPASS EXPECTATIONS The Art of Marketing CUSTOMIZED CONTENT ADAPTED TO CLIENTS Digital Concierge tool and Personalization CUTTING-EDGE TECHNOLOGY TO REINVENT THE SERVICE OF TOMORROW 1,000 employees 5 continents 24/7 availability 50,000 exclusive partnerships Can you help me organise a private cruise with fireworks on Lake Como? I receive newsletters with privileged offers and invitations that match my tastes. I am using live chat to talk with my concierge on the app! johnpaul.com

70 Be connected to your neighborhood HUMANLY DIGITAL LOCAL 24/7 AccorLocal is the App that turns your local hotel into a hub for local services. It s a new way to enjoy all AccorHotels has to offer, and much more without having to sleep in the hotel. Through a dedicated app, you can quickly and seamlessly access to services from our hotels and local merchants, from a bouquet of flowers to a massage, care hire to a yoga class, brunch to parking. AccorLocal transforms your local hotel from a place to stay into a neighborhood hub that improves your daily life, open to all, resident and visitor alike. AccorLocal, say hello to your neighborhood enhancer. Hotel de Paris Odessa MGallery by Sofitel, Paris, France accorlocal.com

71 DINING & EVENTS Thanks to the wealth of experience and expertise of Groupe Potel et Chabot and Noctis, AccorHotels is now able to organize, manage and cater memorable events of all sizes, from large parties for prestigious corporate clients to an intimate dinner between friends

72 Legendary French cuisine for contemporary events GASTRONOMIC PRESTIGIOUS EXCELLENCE Potel et Chabot has been reinventing the art of gastronomic catering since A standard bearer for the French culinary tradition, it now brings its expertise and excellence to the AccorHotels portfolio. With seven spectacular venues in Paris, and a catalogue of 600 venues in France and internationally, Potel et Chabot can host and cater events of all sizes. EXCLUSIVE VENUES poteletchabot.com PAVILLON GABRIEL PAVILLON KLÉBER PAVILLON CAMBON CAPUCINES HÔTEL D ÉVREUX PAVILLON SEINE PAVILLON VENDÔME PAVILLON DAUPHINE AUTHENTICITY INVENTION GENEROSITY For more than 30 years, Saint Clair has been honoring the best of French cuisine, catering and planning events in a wide variety of venues

73 île de ré Unique places to celebrate ICONIC VENUES FINE DINING ENTERTAINMENT In just under 10 years, Groupe Noctis has become a leader in events, hospitality and entertainment in France. It is today developing around three pillars: the 30 remarkable venues in the Noctis Collection; high-quality restaurants in iconic venues; and party spaces in Paris s most exciting neighborhoods. These complementary poles allow the group to create synergies and capitalize on its wealth of savoir-faire. FLAGSHIPS TERMINAL 7 MONSIEUR BLEU LOULOU RASPOUTINE PARIS, ROME & MARRAKECH LE ROOFTOP, R2 MARSEILLES LE DOMAINE DE LONGCHAMP noctis-collection.com LES PAVILLONS DES ÉTANGS Loulou, Paris, France NOCTIS IS... An event-management specialist and producer, offering made-to-measure and one-stop solutions A creator of high-end restaurants A connoisseur of atypical venues in perfect locations An expert in unique dining experiences and events An incoming & events company, organizing corporate and social events for 100 to 1,500 people. PALAIS DE TOKYO Raspoutine, Paris, France BASTION CLUB 3,000 events organized every year 80 full-time employees 900 employees in total PIPELINE 9 prestigious projects Terminal 7, Paris Convention Centre, France

74 DIGITAL SOLUTIONS AccorHotels digital solutions use the vast potential of technology to bring online travelers and hotels together. With solutions for direct sales, online distribution, data analysis and customized client contact, AccorHotels remains more determined than ever to remain on the cutting edge of the digital hospitality revolution

75 We boost hotel digital distribution Availpro and Fastbooking join forces to provide independent hoteliers with powerful technology tools to increase digital distribution, whether direct or indirect, i.e. boost hotel visibility, maximize revenue, and pilot business. WORLDWIDE SCOPE +10,500 hotels +450 partners 30.6 billion of visits via our booking engines million of bookings 38 million of nights sold The range of products covers the full spectrum of hoteliers needs, in a unique way on the market: from website design to direct online distribution and via OTA s including traffic acquisition, metasearch and revenue management tools: Online distribution & webmarketing tools: A guest-centric tech journey Website design: create a website that reflects the hotel personality Booking engine: sell the rooms on the hotel website SHOPPING BOOKING HOTEL STAY Channel manager: sell the room via OTA s, GDS NextRate: manage the yield RateScreener: find out the right price Metasearch: boost the visibility and drive traffic to the hotel website Webdesign Traffic acquisition Metasearch Revenue management & Yield tools DIRECT Booking engine INDIRECT Channel manager Metasearch Payment systems Guest survey Review management Loyalty programme availpro.com fastbooking.com

76 France s leading BtoB hotel booking platform Founded in 2010 and based in France, Gekko Group is the European leading hotel booking platform. Through its different brands, Gekko Group brings innovative solutions to corporate travel (HCorpo, Teldar Biz), leisure travel (Teldar Travel, Miles Attack) and hotel contracting and wholesale (Infinite Hotel) creation of Gekko 100% 600,000 proprietary technology based in France hotels all over the world, from 1 star to 5 stars, hotel chains and independent hotels, alternative accommodation, private rental... HOTEL BOOKING SPECIALIST DEDICATED TO TRAVEL AGENCIES Teldar Travel is an online B2B hotel reservations specialist dedicated to travel agents, leader in its native French market and other markets in Europe. Since its founding, Teldar Travel has diversified its activities with Teldar Biz (dedicated to SME business travel agencies) and has developed into a global player with 7 affiliate offices across Europe. +14,000 travel agencies 7 countries A UNIQUE HOTEL BOOKING TOOL DEDICATED TO LARGE COMPANIES AND INTERNATIONAL GROUPS Designed from the outset to meet companies needs, HCorpo is the only hotel booking platform offering both immediate availability and centralized billing for 100% of hotel expenses. Hcorpo enables companies to get full visibility and reduce their hotel spend without affecting their travel policy. +14,000 travel agencies 7 countries FIRST LOYALTY PROGRAMME IN EUROPE DEDICATED TO TRAVEL AGENTS Miles Attack is the leading travel agent loyalty programme, providing its tourism industry partners with an online loyalty solution to drive sales long-term corporate clients 100% client retention 90% adoption FRENCH WHOLESALER DEDICATED TO FRENCH INDEPENDENT HOTELS Infinite Hotel is the leading wholesale hotelier dedicated exclusively to offering French accommodation. 1 ST supplier of french hotels to domestic and international markets +4,000 hotels in France (international chains, independent hoteliers, from 2 to 5*) gekko-group.de

77 Exceptional hotels Exclusive offers VeryChic offers its members exclusive offers in extraordinary hotels, with up to 70% off. Over 4,000 partner hotels optimize their distribution with VeryChic and 6 million members have joined since its creation. 7 million members 4,000 partner hotels 50 countries FRANCE 23% GREECE 6% ITALY 14% PORTUGAL 5% REST OF THE WORLD 41% SPAIN 11% verychic.com

78 Design by 152 All information, images, plans, designs, schemas published in this document are provided by AccorHotels. Any consultation or use must respond to the following conditions: INTELLECTUAL PROPERTY: The rights on the texts, images, plans, designs, schemas published in this document are owned by AccorHotels or any third party property. Except the following terms, no one can copy, reproduce, distribute, download, show or transmit the documents or information, in any way or by any mean, without AccorHotels or the copyright owner proper written authorization. AccorHotels authorize to visualize, download, print and transmit the document, in the following conditions: The document should only benefit to AccorHotels, for informative and non-commercial purposes; The document should NOT be modified; The use of the document should comply with Intellectual Property rights. All the quoted marks and related logos are trademarks filed.

79 Luxury & Upscale Midscale & Economy Private Rental Coworking Concierge Dining & Events Digital Solutions HOSPITALITY EXPERIENCES accorhotels.group