Development Opportunities
“ Our properties are run by hoteliers with an owner’s mindset”
Park Plaza Eindhoven
Chairman
Welcome
Welcome to PPHE Hotel Group We are a dynamic and highly professional hotel owner and operator. Our positive, entrepreneurial approach to business allows us to outperform the market and deliver exceptional growth and results in even the most volatile markets. We are a publicly listed company with secure income streams, strong corporate governance and a flat organisational structure with a strong RevPAR and GOPPAR focus.
History of growth
38
We continue to focus on operating contemporary hotels in vibrant destinations, offering excellent service and value to our guests in order to deliver exceptional returns to our owners and shareholders. Our current development pipeline contains properties which are both exciting and filled with potential, with a new flagship opening, art’otel amsterdam, raising the bar for the art’otel brand with enhanced services, product and amenities. New projects in London include a 2.5 acre site in West London, a prime site near Waterloo Station, our first art’otel in the Hoxton/Shoreditch area and a site at London Luton Airport. A new Park Plaza hotel is also under construction in Nuremberg, Germany.
18
8
to date
3
2005
1
2000
1989
1
1995
1
6
5
4
Our properties are run by hoteliers with an owner’s mindset and our experienced management team knows how to run successful hotels. We have a superb track record for turning under-performing hotels into thriving businesses. From our beginnings in 1989, we have grown our portfolio to 38 outstanding hotels offering a total of over 8,300 rooms across three established brands. We are passionate about our hotels and we ensure that each one has its own individual identity.
We are very excited by the journey ahead of us and we invite you to join us to share in our success.
Number of countries Number of hotels
Eli Papouchado Chairman
PPHE Hotel Group Business Development 01
President and CEO
Introduction
At PPHE Hotel Group we are committed to grow prudently, passionately and confidently by investing in our owned estate and by developing strategic relationships with similar minded partners. Our multi-brand business model includes an exclusive territorial licence agreement with CarlsonSM for Park Plaza® and our unique wholly owned art’otel® brand. We invest heavily in our own assets to ensure they successfully compete with and, ultimately, outperform their competitive set and our hotels in London, Amsterdam, Berlin, Cologne and Budapest are prime examples of our profit leadership strategy. We are targeting new hotels in markets which we believe offer the greatest profit potential. Whichever solution we embark on together, you are guaranteed access to one of the industry’s most comprehensive global distribution systems backed by sound finances, innovative design, outstanding products and the highest levels of guest satisfaction. Our loyal management team shares a passion for hospitality and dedicates itself to achieving consistently high results for all our owners. I am proud of our portfolio, our people and our vision for the future. As seasoned hoteliers we understand the challenges you face and I would encourage you to join us in shaping the future.
Boris Ivesha President and CEO
02 PPHE Hotel Group Business Development
Quality
Essence
Realise growth potential
Vision
Inspiring our guests through individuality and passion
Mission
Trust, Respect, Teamwork, Enthusiasm, Commitment, Care
Values
Our company strategy 1 Improving our EBITDA margin 2 Enhancing our service quality through improving our operational performance 3 Driving revenue growth and expanding our hotel portfolio through a variety of business models 4 Outperforming our competitors and improving our overall performance through innovative revenue generation and marketing initiatives 5 Leveraging our partnership with Carlson to further grow revenues 6 Managing and mitigating our impact on the environment and positively contributing to the local communities in which we operate
“ We are committed to grow prudently, passionately and confidently.”
Park Plaza Westminster Bridge London
Park Plaza County Hall London
PPHE Hotel Group Business Development 03
Our business
Overview Dynamic hotel company in the affordable luxury segment 38 hotels in operation with over 8,300 guestrooms Combination of managed, leased, owned, co-owned and franchised hotels Three well-established brands
Our business At PPHE Hotel Group we own, lease, develop, manage and franchise full-service upscale and lifestyle hotels in major gateway cities and regional centres predominantly in Europe. Our portfolio comprises 38 hotels offering a total of more than 8,300 guestrooms. By the end of 2016 we aim to add a further 1,100 rooms to our inventory through the completion of three new hotels and two mixed-use developments. Our hotels operate mainly under three distinct brands: Park Plaza® Hotels & Resorts, art’otel® and Arenaturist. We have an exclusive licence from CarlsonSM, a global and privately owned hospitality and travel company, to operate and develop Park Plaza® Hotels & Resorts in Europe, the Middle East and Africa and we wholly own the art’otel® brand. We have a minority share in the Arenaturist group, a leading Croatian hospitality company.
04 PPHE Hotel Group Business Development
We excel at managing profitable upscale hotels and with our highly varied mix of agreements and ownership interests we are well aligned with investors to tailor the right agreement for each hotel or hotel project. Capital investment into hotels enables us to benefit from growth in property values and to develop flagship hotels. We are actively exploring acquisition opportunities in key markets for the brands we operate, further strengthening their profile and our profitability. Managing hotels on behalf of owners, both private and institutional, is another core part of our growth strategy. We are highly experienced in managing hotels and, as owners ourselves, we fully understand what it means to own property. Leasing hotels from third parties is a preferred model for institutional investors, and we will consider leases in selected markets.
PPHE Hotel Group contract mix
5 3 16 8
44 12
Operated without, or with minority, ownership interest Wholly owned Operating leases Franchise agreements Projects (all ownership of 50% or more)
Park Plaza® Hotels & Resorts global brand portfolio
12
4
57
21
20
art’otel® portfolio
Park Plaza® hotels open in EMEA Park Plaza® hotels open in rest of world1 Park Plaza® hotels under development in EMEA Park Plaza® hotels under development in rest of world1 1
art’otels open art’otels under development
1
8 7
These hotels are managed or franchised directly by the Carlson Rezidor Hotel Group.
Park Plaza Medulin
Individual design, city centre locations and excellent meeting facilities are key features of the upscale Park Plaza® Hotels & Resorts brand, making it ideal for both corporate and leisure guests. The hotels’ modern function spaces are flexible for conferences, exhibitions and private event use. Park Plaza® Hotels & Resorts’ event facilities are perfectly complemented by stylish guestrooms, award-winning restaurants and bars and a reliable service that is flawlessly delivered.
art’otels are a contemporary collection of hotels that fuse exceptional architectural style with art-inspired interiors, located in cosmopolitan centres across Europe. At the brand’s core is the art itself. Each hotel displays a collection of original works designed or acquired specifically for each art’otel®, rendering each a unique art gallery in its own right. art’otel® has created a niche for itself in the hotel world, differentiating it from traditional hotels.
Arenaturist is one of Croatia’s best known hospitality groups and consists of eight hotels, five holiday apartment complexes, eight campsites and 52 food & beverage outlets, all of which are located in Istria. Arenaturist caters primarily for tourists and all properties are located in prime locations by the sea and are only a short distance from either the 3,000-year-old city of Pula or the touristic Medulin.
parkplaza.com
artotels.com
arenaturist.com
Licence agreement
Wholly owned brand
Significant minority interest
PPHE Hotel Group Business Development 05
Our business
Our portfolio Strong presence in the United Kingdom, with nearly 2,300 rooms in central London alone Impressive geographical spread across Europe Premium locations within key capital and secondary cities
Current portfolio United Kingdom Rooms in operation 2,789 Rooms pipeline 1,086
9
The Netherlands Rooms in operation 1,117 Israel Rooms in operation 194
4
6
8
14
Hungary Rooms in operation 165 Germany Rooms in operation 1,258 Rooms pipeline 177
1 1
Croatia Rooms in operation 2,830* Development pipeline Park Plaza Nuremberg, Germany art’otel london hoxton, United Kingdom West London, United Kingdom Waterloo, United Kingdom Luton airport, United Kingdom * Room count excludes Arenaturist’s campsites.
1
06 PPHE Hotel Group Business Development
art’otel amsterdam
PPHE Hotel Group Business Development 07
Our business
Key performance indicators
Financial KPIs Total revenue (in € million)
EBITDAR (in € million)
2012 Actual
242.1
2012 Like for like1
228.8
2010 2009
96.8
2012 Actual 2012 Like for like1
92.2 75.0
2011 Actual
202.4
2011
EBITDA (in € million)
2009
80.3
2012 performance Our total revenue increased by 19.6% to a record €242.1 million, as we benefited from a strong performance of our hotels in London, improved margins and increased hotel ownership in The Netherlands. On a like for like basis1, total revenue increased by 13.0% to €228.8 million, showing a strong underlying performance.
2012 Like for like1 37.6
2010
26.1
2009
2012 performance Our reported EBITDAR for the year increased by 29.0% to €96.8 million.
81.0 65.0
2011 Actual
46.5
2010
139.8
85.6
2012 Actual
16.2
2012 performance Reported EBITDA increased by 31.6% to €85.6 million, reflecting a strong performance of our London hotels, improved margins, full ownership in three hotels in The Netherlands and a positive foreign exchange translation impact. On a like for like basis1, EBITDA increased by 24.5% to €81.0 million.
Operating KPIs Occupancy (in %)
Average room rate (in €)
2012
77.4
2012
2011
77.7
2011
2010
77.4
2010
79.1
2009
2009
RevPAR (in €) 130.9 119.2 110.7
2011 2010
97.8
101.3
2012
2009
92.6 85.7 77.4
2012 performance During the period occupancy across the Group was broadly maintained at 77.4%, which was achieved alongside our continued focus on growing average room rates.
2012 performance In line with our strategy to grow average room rate and increase market share, we are pleased to report significant growth in average room rate to €130.9, an increase of 9.8%.
2012 performance Improved revenue generation has been achieved with RevPAR increasing 9.4% to €101.3, driven by a combination of maintained occupancy and growth in average room rate during the period.
Employee satisfaction (scale 1-100%)
Guest satisfaction (scale 1-10)
Service performance (scale 1-10)
2012
82.1
2012
8.30
2012
8.48
2011
83.3
2011
8.23
2011
8.38
2010
8.27
2010
8.39
2009
8.12
2009
8.29
2010 2009
81.0 78.9
2012 performance Notwithstanding the challenging market conditions in which some of our teams operated, employee satisfaction has remained at a solid 82.1%. We see the high participation ratio of 92% as a testimony of how engaged our employees are and we take their feedback very seriously.
2012 performance Guest satisfaction was at an all time high of 8.30, which was primarily driven by the strong ratings received for guest service, a result of our Inspirational Service training programme launched in the year.
Percentage change figures in this report are calculated from actual figures as opposed to the rounded figures. 08 PPHE Hotel Group Business Development
2012 performance Our service performance rating provided by our guests was at an all time high too, at 8.48. This performance was impacted by our increased training activities.
Park Plaza Histria Pula
PPHE Hotel Group Business Development 09
Our business
Ways to work with us Flexible partnership solutions which focus on creating value and driving profit Dynamic leadership from an experienced management team Strong collaboration with Carlson Rezidor in areas such as sales, distribution and marketing Well-established food & beverage brand concepts
Park Plaza Victoria London
Park Plaza Verudela Pula
Flexible solutions
Peace of mind
As experienced owners and operators we always consider options and remain open to the most suitable approach for the property whether it is ownership, a joint venture, management, occupational lease or a franchise agreement.
• Established in 1989
We have an excellent track record in hotel construction, development, design and operations. We understand how to build and run profitable hotels and our business partners benefit from this experience. Our flexible, entrepreneurial philosophy builds confidence in the physical product and the service-led culture through an unerring focus on continuous improvement.
• Profit margin leadership
Our partners appreciate the fact that our senior management team is accessible and remains closely involved in all aspects of the partnership enabling swift decision-making. We are flexible, approachable and peopleoriented. This unique feature makes us the operator of choice for partners seeking management, operational leases, joint ventures, franchises and hotel construction. Our collaboration with one of the world’s largest hotel companies, Carlson Rezidor Hotel Group, together with our construction background, gives us outstanding global reach combined with detailed local knowledge in management, development, distribution and construction. As operators and owners, we have a proven track record of creating value for our partners.
10 PPHE Hotel Group Business Development
• Publicly listed company • Strong corporate governance • Efficient operating structure, flat organisation • Founders carry over each 40 years of experience in the industry with significant demonstrable track record • High-quality portfolio with an attractive spread • Multi-brand approach • Integrated strategy of hotel and brand ownership and operations • Focus on expanding in the affordable luxury segment • Strong and growing pipeline of hotels
Our business types Full ownership
Joint ventures
Management contracts
Operating leases
Franchise agreements
We know what to look for when identifying assets with development potential, from plots of land to tired hotels in need of investment. We aim to own hotels in key gateway cities in Europe where capital value is likely to appreciate.
Our joint ventures take many forms, but they share the same strategy – we focus on developing a mutually beneficial working relationship to return maximum profits for all parties involved, combining our management skills with co-investment.
A management contract allows owners to retain ownership of their property while we undertake the day-to-day management. They have the confidence of working with a leading hotel brand while we run their hotel with efficiency and passion.
Institutional investors may favour operating leases, whereby we lease their property and pay them rent. We manage all aspects of the operation of the hotel, from sales and marketing to reservations and food & beverage to human resources, thereby reducing their exposure to economic and business downturns.
The franchise option is ideal for partners who enjoy running their own hotel but seek the reassurance of industry-leading support services such as distribution, marketing and central reservations.
Our people and services Irrespective of the business type, all hotels in our portfolio benefit from being part of a dynamic, full-service international hotel company led by a highly experienced, loyal and involved senior management team.
PPHE Hotel Group has clearly defined values and operates to very high standards. The Company provides a wide range of services to hotels including hotel operations, global distribution, sales, revenue management, marketing, customer retention management, public relations, finance, human resources, learning and development, project design, development services, asset management, restaurants and bars operations, legal support, IT and Corporate Social Responsibility.
Our customers Our customers appreciate our friendly, yet business minded attitude. They appreciate the high level of services we offer, the excellent locations and contemporary design of our hotels and the reasonable prices we charge.
The Company’s mission statement is ‘inspiring our guests through individuality and passion’, and customers can experience our service-led philosophy first hand in five countries, in key leisure and business cities such as Amsterdam, Berlin and London or in resort destinations such as Croatia. Customers can book our hotels 24/7, be it direct with us, through any of our sophisticated platforms such as the websites, apps, or mobile sites, through the extensive loyalty programmes, or via intermediaries or any of our strategic partners.
Our shareholders Our shareholders believe in our business model, operating skills and developments.
Shareholder value is created through continued improvement of operations, revenue growth, active asset management, financial restructuring, expansion and developments.
PPHE Hotel Group Business Development 11
Join us
World-class brands Our brands
We use our two clearly defined hotel brands, Park Plaza® and art’otel®, for operating leases, franchise agreements and management contracts as they offer the greatest scope for sustained expansion and continued profits.
Typical size:
Concept:
Target customers:
Locations:
200+ rooms
Design-led properties combining technology and comfort
Business and leisure travellers
Key leisure and business destinations
Upscale full-service hotels
Focus on existing markets as well as growing new markets
Preferred cities:
Accessibility
Portfolio
United Kingdom; London, Edinburgh, Manchester, Cambridge, Oxford and Bath
In the heart of business and tourist centres
21 hotels across Europe with a hotel 56 countries across Europe, under development in Nuremberg, the Middle East and Africa Germany. Through Carlson Rezidor the portfolio of Park Plaza hotels worldwide totals 40 hotels with an additional 12 hotels under development in India and China
Convenient for major transport hubs
Germany: Munich, Frankfurt, Hamburg and Dusseldorf The Netherlands: Amsterdam, Rotterdam and The Hague
Facilities and features: state-of-the-art facilities in all rooms
Other: Paris, Barcelona, Madrid, Rome, Vienna and Prague
Destination restaurant and bar concepts
Licence:
Flexible meetings and event space
PPH+R Folder Artwork_12259 v3_hi-res.pdf
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31/05/2013
16:15
DISCOVER
CROATIA’S NEWEST BEACH RESORTS Escape to the cool blue waters and open spaces of Croatia’s famous Istrian Peninsula and stay at one of our brand new upscale beach resorts. With every one of them situated along breath-taking seafronts, not far from lush Mediterranean vegetation and buzzing Istrian city-centres, you are assured of an exciting holiday. Come and experience the joy of discovery. For more information and to make a booking visit parkplaza.com/croatia
Park Plaza Medulin This beach resort is just what you need for a relaxed, contemplative vacation.
Park Plaza Verudela Pula This resort offers stylish self-catering studios and one and two bedroom apartments, perfect for a family holiday.
Park Plaza Histria Pula This stunning resort offers complete luxury including a wellness centre with sauna and spa for both business and leisure.
parkplaza.com
your
escape
PP Generic Postcard Portrait - 11740 v6.indd 3
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ties_Card_AW.indd 1
Typical size:
Concept:
Lifestyle hotels with 100–200 rooms Fusion of travel, architecture and contemporary art
Target customers:
Locations:
Professionals and leisure travellers with an interest in arts and culture
Urban locations where modern art matters
Upscale full-service, lifestyle hotels Preferred cities:
Accessibility
Portfolio
Licence:
United Kingdom; London, Edinburgh
Close to main shopping streets and cultural attractions
As the brand owner we span the world
Spain; Barcelona, Madrid
Facilities and features: unique collections of original artwork
Seven hotels in operation in Berlin, Budapest, Cologne, Dresden and Amsterdam. London to be added shortly
Other; Paris, Vienna, Prague, Rome and New York
Vibrant bars and restaurants Innovative meetings and event space
explore
replenish
14/08/2013 15:48
PPHE Hotel Group Business Development 13
Join us World-class brands continued
Established concepts
Partnering with PPHE Hotel Group provides instant access to tried and tested, award-winning restaurant and bar concepts and spa concepts. Most concepts have been developed in-house, but in some cases we partner with well-established international brands. These easy-to-implement solutions add credibility, generate customer loyalty and, above all, drive profit.
Chino Latino®
Ichi Sushi
Brasserie Joël
TOZI Restaurant & Bar
Modern Pan-Asian cuisine rubs shoulders with Latin cocktails at the award-winning Chino Latino® in London, Leeds, Nottingham and Cologne. The concept of LOVE, SHARE and ENJOY has found favour with customers and critics, leading to a succession of prestigious awards. (Located at Park Plaza Riverbank London, Park Plaza Leeds, Park Plaza Nottingham, art’otel cologne)
Specialist restaurant Ichi Sushi offers fresh, simple and delicious sushi crafted with just-caught fish and fragrant rice. The feeling is of an intimate upscale Tokyo sushi bar relocated to central London, with all dishes made to order at the counter by the restaurant’s experienced sushi chefs. (Located at Park Plaza Westminster Bridge London)
The French brasserie-style restaurant concept Brasserie Joël offers a daily menu featuring the freshest fish, meats and produce. Diners enjoy a wide range of bistro favourites such as traditional boeuf bourguignon, freshly made lobster bisque, homemade duck terrine, hand-dived scallops, and chargrilled meat and fish specialities. (Located at Park Plaza Westminster Bridge London)
TOZI is an informal Italian restaurant and cocktail bar in London’s Victoria area, offering a Venetian-inspired menu focusing on cicchetti (small plates) designed to be shared amongst friends and family. The menu also features larger dishes and wood-oven or grilled main courses. TOZI offers great food for great value with seasonal ingredients sourced from specialist Italian producers. (Located at Park Plaza Victoria London)
www.chinolatino.eu
www.ichisushi.co.uk
www.brasseriejoel.co.uk
www.tozirestaurant.co.uk
14 PPHE Hotel Group Business Development
Licenced outlets
We also operate two brands under licence – the Italian coffee concept espressamente illy and the Balinese Mandara Spa.
5&33
Primo Bar
espressamente illy
Mandara Spa
Offering Mediterranean-inspired sharing plates, 5&33 fuses food, people, art and design. 5&33 Bar serves cocktails, beers and infused syrups, accompanied by live DJ sets. The 5&33 Lounge is perfect for chilling, the 5&33 Library houses art-related publications, the 5&33 Gallery showcases artists’ work and an interactive art display evokes emotions. (Located at art’otel amsterdam)
Open nightly, Primo Bar is one of London’s newest ‘must visit’ bars. Serving masterful cocktails created on demand, Primo Bar offers the perfect venue for London’s most talented local entertainers. Spectacular views over Big Ben can be enjoyed from the bar’s exclusive VIP area. Daily live music is followed by a DJ set until the early hours. (Located at Park Plaza Westminster Bridge London)
The ultimate Italian coffee bar experience, espressamente illy offers signature coffees, coffee-based beverages and cocktails, paninis, antipasti, sandwiches, soups and salads – all freshly made on site and to be enjoyed indoors and out. Developed in the Italian tradition, espressamente illy engages all of the senses, cultivating an environment that inspires creativity and reflection along with the perfect cup of coffee. (Located at Park Plaza Westminster Bridge London and Park Plaza Verudela Pula)
Mandara Spa is the first of its kind in the United Kingdom, and the only one in Europe. Guests are invited to escape to a unique sensory experience and indulge in a Mandara moment. With interiors inspired by Mondrian paintings and Japanese Shoji screens, ancient Sanskrit writing along the curved ceilings, and a perpetual black stone water fountain, Mandara Spa skilfully brings a touch of Bali to Britain. (Located at Park Plaza Westminster Bridge London)
www.5and33.nl
www.primobar.co.uk
PPHE Hotel Group Business Development 15
Revenue generation
Our support systems
~25,000
10 million
100,000+
guest reviews were posted online for our hotels in 2012
Club CarlsonSM members worldwide in 2012
Park Plaza social media fan base by the end of 2012
5 million
10 million
20%
brand website visitors in 2012
email newsletters sent in 2012
our aim is to reduce our 2011 carbon dioxide emissions by 20% before the end of 2017
22
82.1%
8.30
strategic partnerships with the world’s leading airlines
Employee satisfaction score (scale 1-100%) in 2012
Overall guest satisfaction score (scale 1-10) in 2012
Park Plaza Victoria Amsterdam
16 PPHE Hotel Group Business Development
World-class support systems Dedicated global distribution, marketing and sales network Revenue management systems, procurement and HR A great partnership with Carlson Rezidor Hotel Group Global strategy Owning an upscale hotel could be a very personal matter or it could be a calculated risk adjusted return exercise. We aim to deliver exceedingly good value to our guests and we strive to do the same for our investors and partners. We will adjust our contract structure to accommodate your needs, risk profile and ownership style. As hotel owners ourselves, we understand what it takes to run successful hotels, and the support we offer is designed with only one objective in mind – to align our passion for hospitality, our flexibility, the strive for guest satisfaction and our profit leadership management with your individual needs as a hotel owner in order to maximise the profitability of your hotel business.
enjoy a productive partnership with meetings and events specialists Helms Briscoe. Our team has a range of global online meeting planner tools at its disposal, including the Club Carlson for Planners global rewards programme and Web Proposal (a sophisticated online meeting proposal tool).
Marketing and e-commerce We support our global marketing strategy through advertising, integrated marketing campaigns, online, direct marketing and strategic partnerships with over 20 airlines, car rental companies and credit card providers. Our range of printed materials includes a suite of products such as in-room collateral, brochures and leaflets, all of which are also available digitally via our web shop. We have created a family of promotional videos enhancing the customer experience online.
Partnering with PPHE Hotel Group gives you access to world-class support in areas such as sales and marketing, customer loyalty and procurement. With our hospitality, operational and property knowledge and entrepreneurial spirit, we are one of the hotel industry’s premier operators. Our expertise extends to all areas of hotel ownership, including design, property planning, project development management, finance, human resources, IT, marketing, sales, distribution, revenue management, restaurants and bars.
We invest in e-commerce to grow our online presence and improve our performance in order to grow our online reach through Search Engine Optimisation, Search Engine Marketing, Affiliate Marketing and Online Advertising. These activities combined with continuous improvements made to our brand websites, the expansion into mobile and of the Club CarlsonSM App enhance the effectiveness and revenue opportunities of our online business.
Whatever the location of your hotel, we will provide a clearly defined framework of values and service standards, yet we are flexible in our approach. Our management team is passionate about helping you drive your business forward by optimising performance every day, consistently putting the guest and your needs first.
Public relations
Sales Through our dedicated global sales network, we service hundreds of global corporate accounts as well as local business customers, corporate travel agents, tour operators, meeting planners and event organisers. Our strategic partnership with the Carlson Rezidor Hotel Group gives us access to a constantly growing sales capacity and their associated range of sophisticated sales tools, trade promotions and other global sales initiatives. We have developed strong affiliations with travel agencies around the world, and enjoy especially productive relationships with Carlson Wagonlit, BCD Travel and American Express among others. Our meetings and events sales team focuses on cross-selling and marketing our award-winning meetings and events product, and benefits from a prominent presence at the major international industry tradeshows. We also
Revenue management Revenue management is critical to the success of any business. We have therefore developed a Centralised Revenue Management Structure with regional teams to focus on training and knowledge sharing. Our insight and analytics solutions include Ideas (a leading revenue management tool), Webfocus and Vision (two management reporting tools).
Procurement We are now looking at a new solution to better drive value for our hotels and partners through consolidated procurement contracts with leading global, regional and national suppliers. All our significant contracts are negotiated centrally at regional or corporate level with increased productivity, cost control and quality control of products and services provided to our hotels by third party suppliers.
Our social media and e-newsletter strategies create customer engagement and, above all, generate incremental revenue.
Our experienced in-house marketing and PR teams manage dedicated PR agencies in the United Kingdom, the Netherlands and Germany, all of which complement our global reach through the Carlson network. Where relevant, we launch cross-regional PR campaigns and undertake rigorous media monitoring, as well as crisis management preparation and training.
Park Plaza Amsterdam Airport
Distribution Our partners enjoy access to our state-of-theart Curtis-C Central Reservations System, which connects all our hotels with the industry-wide Global Distribution Systems. This platform also connects with a network of global call centres and online travel agents, ensuring that every customer, travel agent, corporate travel manager and event organiser in the world can locate a Park Plaza® hotel or art’otel® and make an instant booking with us. We also benefit from strong relationships with third-party intermediaries who help to complement our sales revenue.
PPHE Hotel Group Business Development 17
Revenue generation Our support systems continued
Customer loyalty We participate in Club Carlson , Carlson’s guest, small and medium sized businesses and meeting planners’ loyalty programme. The programme’s 10 million members worldwide comprise loyal guests who earn Gold Points® for each stay and can redeem them for rewards. Research indicates that Club CarlsonSM members visit more frequently, stay longer and spend more. SM
Park Plaza Victoria London
We are also part of the industry-leading patented travel agent reward programme Look to BookSM, whose more than 60,000 members worldwide reserve in excess of one million room nights annually. Look to BookSM provides significant volume and revenue, most of which is at a much higher room rate than non-members. Our relationship with travel agents has deepened through the Carlson Rezidor online training website, which aims further to engage and educate this important group of corporate travel bookers about our brands and products.
People development and human resources Everyone at PPHE Hotel Group shares the same goal – to inspire our guests through individuality and passion. We invite our team members to express their own individual strengths and commitment in their day-to-day work. Individuality permeates our entire organisation – our tight-knit management structure encourages empowerment and individuality and ensures that all our owners and franchisees receive the personal attention they deserve whilst being able to adapt quickly to changing business needs. We recognise that our people make us the business that we are, which is why our recruitment strategy focuses on building teams of passionate professionals with a pro-active approach who are able to connect with guests and deliver a great guest experience. Having engaged the right people, we support their professional development through our you:niversity – the heart of our Learning & Development platform. you:niversity’s custom-built training programmes, such as our Inspirational Service Programme, explore the true meaning of excellent service philosophy where everything revolves around making guests feel welcome, passionate and surprised by the quality of service they receive.
18 PPHE Hotel Group Business Development
Our intranet portal you:niverse is our primary platform for information sharing and employee engagement, is one of the key drivers for our higher-than-average guest and employee satisfaction rates.
Performance management Our highly sophisticated IT infrastructure gives us the edge in customer relationship management. Guest satisfaction is central to our business, so we selected one of the industry’s most sophisticated web-based system, Medallia, enabling us to capture guest feedback and measure overall satisfaction. Our satisfaction survey is completed on average by one in every three guests we invite to do so, giving us tens of thousands of invaluable pieces of feedback each year. This allows us to solve one-off problems, track larger long-term trends, and identify opportunities to enhance the guest experience and improve the efficiency of our own operations.
Passionate about food
Park Plaza Eindhoven
PPHE Hotel Group Business Development 19
Corporate social responsibility
As a local player with global reach, we take our responsibilities towards the environment and local community very seriously. In 2013 we have relaunched our Corporate Social Responsibility (CSR) policy making Total Responsibility for Everyone’s Environment (TREE) the backbone and core principle of the environmental and sustainable business practice across the company.
TREE
In every country we operate dedicated ‘Green Teams’, and key environmental initiatives include rolling out energy-saving lighting, reducing packaging, installing water-saving devices and introducing osmosis systems in kitchens. We also view refurbishment projects as an opportunity to develop and install more efficient equipment and to introduce sustainable materials.
Total impact on our environment and resource consumption
Park Plaza Histria Pula 20 PPHE Hotel Group Business Development
TREE continuously engages our team members to reduce resource consumption, minimise waste, support local communities and ensure that all of our approximately 2,500 team members are working in an ethically fair environment with access to training and personal development.
The total impact on our environment is a combination of the consumption of resources, sustainable business practices and initiatives, the contributions towards our communities and the engagement of our people. To make a difference we measure our impact on the environment and our usage of natural resources and reduce those against targets.
Gold award The Green Key Park Plaza Eindhoven Park Plaza Utrecht Gold award The Green Tourism Business Scheme Park Plaza County Hall London Park Plaza Nottingham Park Plaza Westminster Bridge London Silver Award The Green Key Park Plaza Victoria Amsterdam Silver Award The Green Tourism Business Scheme Park Plaza Leeds Park Plaza Sherlock Holmes London Park Plaza Victoria London Silver Award – Label Sustainable Entrepreneur Local government Eindhoven Park Plaza Eindhoven
art’otel cologne
PPHE Hotel Group Business Development 21
Park Plaza Westminster Bridge London
An environmentally friendly approach to construction – 68,500m2 development delivered ahead of schedule – 600 workers on site during construction – 40,000m3 of earth removed – 14-storey atrium – 1,200m2 pillar-free ballroom – 25,000 energy-saving LED lightbulbs – Dedicated biomass generator – On-site water bottling plant
22 PPHE Hotel Group Business Development
Strong track record in development Exciting new projects in the UK, Germany and The Netherlands Environmentally friendly construction Award-winning hotels throughout the portfolio Building on our success Across our portfolio we have outstanding examples of successful development projects. From management contracts to franchise agreements, our success stories demonstrate our understanding of the market and our ability to return profits for our owners and partners. Park Plaza County Hall London Widely acknowledged as a model opening, Park Plaza County Hall London is now one of London’s most admired contemporary upscale hotels. We operate the hotel under a long-term management agreement and, even during the recent downturn, we have continued to hit budgets and exceed expectations, delivering superb returns to the owner. Park Plaza Wallstreet Berlin Mitte One of our flagship hotels in trendy Berlin, Park Plaza Wallstreet Berlin Mitte is a cool and fresh take on a business hotel. The property is owned by Union Investment, one of Europe’s leading institutional investors and leased to PPHE Hotel Group on a long-term occupational lease. Park Plaza Victoria Amsterdam This landmark property in central Amsterdam was bankrupt until we took it over in 1993 with a coherent plan and a strong brand identity. With knowledgeable decision-making, significant investment and a skilful rebranding, Park Plaza Victoria Amsterdam is wholly owned and operated by PPHE Hotel Group and is generating very attractive returns.
Park Plaza Westminster Bridge London This spectacular 1,019-room hotel was the largest to open in London in 40 years and exemplifies our creative vision to regenerate a key London site and to achieve a self-financing, environmentally friendly development. Carried out in partnership with Gear Construction, the project covered 68,500m3 and was completed a year ahead of schedule. The hotel achieved 80% occupancy within its first year of operation. Arenaturist Having been selected by Goldman Sachs as the preferred operating partner for this hospitality company has enabled us to operate one of Europe’s largest resorts and deepened our penetration of the European market. We hold a significant minority shareholding in the eight hotels, five holiday apartment complexes, eight campsites and 52 food & beverage outlets which make Arenaturist with almost 500,000 acres a leading a leading player in the Croatian tourism sector. In 2012 we have rebranded three resort hotels under the Park Plaza Hotels & Resorts brand on completion of an extensive 25 million euro renovation to bring them into line with Park Plaza Hotels & Resorts’ brand standards.
And the winner is… PPHE Hotel Group is proud to have been named Best Small or Independent Hotel Brand in the 2011 Business Travel Awards. This coveted award complements other accolades received by our hotels, including: One AA Rosette Spectrum Restaurant & Bar, Park Plaza County Hall London Sherlock’s Grill, Park Plaza Sherlock Holmes London JB’s Restaurant, Park Plaza Victoria London Laguna Kitchen & Bar, Park Plaza Cardiff Two AA Rosettes Chino Latino® Restaurant & Bar, Park Plaza Riverbank London Best Family-friendly Hotel 2011, HRS Excellence Award Park Plaza County Hall London
2013 ‘Ones to watch’ Standard for 2013 The Sunday Times “Best Companies to Work For” Green Globe Certification Park Plaza Amsterdam Airport Venue Verdict Gold Standard BDRC continental Park Plaza Riverbank London Park Plaza Cardiff Park Plaza Sherlock Holmes London Gold Medal Standard TUI UK & Ireland Park Plaza Medulin Park Plaza Histria Pula
2011 Excellence for large accommodation provider UK Inbound
PPHE Hotel Group Business Development 23
Talk to us Our development team is available to discuss your ideas and build a strategic plan to achieve your objectives. To explore opportunities with us in more detail, please contact us.
Contact the development team: T: +44 (0) 20 7034 4800 F: +44 (0) 20 7034 4819 E: development@pphe.com
Guy Ivesha
Saar Sharon
Vice President, Business Development Guy joined PPHE Hotel Group in 2009 as Vice President of Business Development, primarily exploring growth opportunities as well as strategic partnerships for the Group. Prior to joining us, Guy was the Director of Hotel Development for El-Ad Properties NY LLC, a major real estate development firm based in New York, where he oversaw the redevelopment and re-opening of The Plaza hotel. Previously, Guy was a consultant at TRI Hospitality Consulting Ltd, and he holds a BSc (Hons) in International Hospitality and Tourism from the University of Surrey.
Vice President, Asset Management Saar brings to PPHE Hotel Group over 14 years of global investment, development and asset management, having previously held senior investment positions at Jones Lang LaSalle Hotels. In his current role Saar is responsible for driving the management of PPHE Hotel Group’s real estate, including capital expenditure, acquisition strategies and asset utilisation optimisation. Specifically, Saar is focused on identifying asset strategies across all hotels within our portfolio to achieve our ambitious growth and profit targets. Saar holds an LLB from the University of Sussex, an LLM from the Hebrew University and an MBA from Ecole hôtelière de Lausanne.
T: +44 (0) 20 7034 1368 E: guy@pphe.com
T: +44 (0) 20 7034 4804 E: ssharon@pphe.com
24 PPHE Hotel Group Business Development
Executive team
Boris Ivesha
Chen Moravsky
Andrew Swindells
President and Chief Executive Officer
Chief Financial Officer and Board Member
Chief Operating Officer
Jaklien Van Sterkenburg
Robert Henke
Vice President, People Development and Human Resources
Vice President, Marketing and Branding
Edwin Wijgergangs
Inbar Zilberman
Vice President, Distribution and Strategic Sales
General Counsel
PPHE Hotel Group Business Development 25
PPHE Hotel Group Corporate Office Vi単oly Tower, 5th floor Claude Debussylaan 14 1082 MD Amsterdam The Netherlands T: +31 (0) 20 717 8603 F: +31 (0) 20 717 8699 pphe.com
PPHE Hotel Group Ltd believes that all information provided in this publication is correct at the time of printing, but takes no responsibility for the accuracy of the information published. All information is provided without any representations or warranties of any kind, either implied or expressed, to the fullest extent permitted by applicable law and is not intended as specific commercial or legal advice.
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