Access Americas V1 2019: The Digital Issue by Radisson Hotel Group

THE DIGITAL ISSUE

A M E R I C A S

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T HE RA DI SSO N HOT EL GRO UP MAGA Z IN E FO R OWN ERS & OPER ATOR S

Taking a Lead Position ELEVATING THE AMERICAS PORTFOLIO

Simple Steps to Success NEW PROGRAMS MAKE UPGRADES EASY

Planning Perfect Projects TIPS FOR RENOVATION SUCCESS

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INSIDE YOUR GUIDE TO THIS QUARTER’S ISSUE

01 President’s Letter LIFTING THE PORTFOLIO THROUGH renovations and product improvement is key to achieving the company’s goals.

02 Striking Spaces A CLEAR DESIGN VISION ACROSS ALL of Radisson Hotel Group’s brands is guiding renovation and construction momentum.

03 Lending a Hand THE RENOVATION LOAN PROGRAM gives owners new ways to secure financing for their renovation projects.

04 Renos Made Easy RADISSON HOTEL GROUP’S NEW Preferred Design and Procurement program offers operators convenience and savings.

MODERN COUNTRY WARMTH Clean design beckons business travelers.

06 Upgrade Your Internet HOW TO KNOW IF YOUR SERVICE needs a boost and where to go to juice up your guest Wi-Fi without breaking the bank.

EDITORS’ MESSAGE

08 Fresh Look

Welcome to Access Americas!

COUNTRY INN & SUITES BY RADISSON owner Steve Kluvers is already seeing positive results after a recent renovation.

09 Always Improving MULTI-UNIT OWNER JEFF RUHR shares tips and tricks for success after completing seven hotel renovations.

10 Deliver Value RADISSON REWARDS ENABLES YOUR team to enroll new members and deliver an elevated experience to loyal guests.

CLICK FOR THE CO-EDITOR’S MESSAGE

ANNOUNCING THE NEW MAGAZINE FOR OWNERS Click above to hear from co-editors Aly El-Bassuni, Senior Vice President, Franchise Operations, Americas, and Adrian Oyekanmi, Senior Vice President, Global Strategic Sourcing.

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POSITION TO WIN Our momentum continues increasing.

s we come to the halfway point of the year, Radisson Hotel Group (RHG) has much to celebrate as the company continues to progress on RHG’s Five-year Strategic Plan. In particular, I want to highlight renovations, which is the focus of this launch issue of Access Americas. Many of you have recently completed a renovation or are in the planning stages. I want to encourage you to keep up this fantastic work. Not only is this good for your business, but this momentum also lifts our entire portfolio and contributes to our collective success. A critical way that RHG is helping properties with renovations is through our Renovation Loan Program and our Preferred Design and Procurement Program.

CONTINUED GROWTH AND SUCCESS WILL ONLY HAPPEN WITH YOUR DEDICATION AND INPUT. We have more details about these programs in this issue, and I strongly urge you to consider these options when planning your next renovation. To help you improve in every aspect, we will continue to dedicate ourselves to bringing you the programs and tools that you need to succeed. But it’s important to remember that RHG’s continued growth and success will only happen with your dedication and input. We are counting on you to help us continue on this path forward. If you have any suggestions on how we can improve together, I hope you will reach out to me. As always, I’m eager to hear your feedback!

Ken Greene Ken Greene President, Americas

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STRIKING SPACES Thoughtful design inspires impressive hotel product.

adisson Hotel Group’s (RHG) design vision is sparking exciting updates that are resonating across the portfolio. “More than ever before, owners interested in renovation have reason to move forward,” says Phil Malcolm, Vice President, Architecture, Design, and Technical Services, Radisson Hotel Group. “This stems from a clear vision that reinforces each brand’s persona and value proposition for guests.” RADISSON “We’re stepping up our game, as multiple Radisson hotels are now renovating to the brand’s new prototype,” he says. “As owners continue down this path and the brand grows, the natural feel of the new design will provide our guests with a comfortable and more reliable experience across the country.” Recent renovations included RHG-owned and managed hotels, such as the Radisson Hotel Seattle Airport. “It shows that we’re investing in the product ourselves,” Malcolm adds. “We’re already seeing some exceptionally positive guest comments.” According to Malcolm, the goal is to continue to build even more efficiencies into the Radisson design so the process becomes simpler for owners. COUNTRY INN & SUITES BY RADISSON Country Inn & Suites by Radisson continues to hold strong since the initial release of the Generation 4 prototype. With no immediate plans for Generation 5, RHG is focused on exploring ways to further expand the Generation 4 program so owners have more options, such as variations in color or alternate material selections.

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PARK INN BY RADISSON Long known for its colorful, contemporary properties, Park Inn by Radisson now offers a new casual, upbeat prototype to inspire a renovation. The design provides a positive experience within an affordable, compact footprint. Each room is thoughtfully constructed to maximize space and project a feeling of energy. “Our efforts moving forward are making this prototype scalable for owners, so it can work in select-service and full-service markets,” Malcolm says. RADISSON RED Radisson RED is all about options. It offers vibrant, stylish design with an attitude for urban locations. RHG recognizes the significance and impact that location makes on a hotel and continues to incorporate local flair into each property’s design. This provides guests with a one-of-akind relaxed environment, and a truly memorable experience reflecting the brand’s passion for music, art, and fashion. “Our latest design concept reflects the continued evolution of RED while staying true to its core pillars,” Malcolm adds. RADISSON BLU Making their mark and expanding across the United States, these upper-upscale hotels offer full-service specialty restaurants and are loaded with beautifully crafted custom designs throughout their footprint. “Radisson Blu properties are not only a ‘must see,’ but a ‘must experience,’” says Malcolm.

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LENDING A HAND The Renovation Loan Program assists qualified hotels with renovation costs.

hile the return on investment can be great, undergoing a renovation presents a significant financial expenditure for property owners. To assist, Radisson Hotel Group (RHG) has developed a program to support owners during this major milestone. The new Renovation Loan Program from RHG helps owners with properties in the U.S. handle the expense of renovations to meet current brand standards by providing partial financing for an extensive renovation of an existing Radisson or Country Inn & Suites by Radisson. Due to the program’s initial success, the company recently expanded the program’s eligibility to include Canada and Park Inn by Radisson hotels. WELCOME ASSISTANCE The loan program allots an amount up to $5,000 per available room, depending on the availability of funds. The total amount of the note is dependent on the franchisee’s credit worthiness, the scope of the renovation, and other factors. The interest rate on the loans are 6% annually on the outstanding amount, with no penalties for prepayment. ABOUT THE PROGRAM To be considered for the Renovation Loan Program, hotel owners must be existing licensees in good standing with RHG, with a minimum of 10 years remaining on the franchise agreement. Other requirements include a renovation plan based on an approved scope of work — such as a Property Improvement Plan (PIP) — with all purchases made through the approved vendor network. Additionally, the property must be undergoing comprehensive capital renovations to be considered. Submission of requests for funding require a minimum of 25% of the overall approved loan amount or the remainder of the outstanding loan commitment. Funding occurs when proof of purchase is provided, such as purchase orders or invoices of items. Barry O’Neill, Regional Vice President, Franchise Operations, Americas, Radisson Hotel Group, shared that eligibility is evaluated in the order the completed loan program applications are received. “Renovation loan program funds are limited,” he says, advising any interested owners to act quickly to ensure access to this program.

EASY PROCESS The program advantage MAYUSH MEHTA, PARTNER AT JP HOSPITALITY, with a portfolio of more than 15 hotels in North Carolina and Virginia, used the RHG Renovation Loan Program for two of the company’s Country Inn & Suites by Radisson properties. He describes the process as being relatively simple and having the advantage of lower cash outlay upfront. “The application process was very straightforward,” he says. “My loan has been approved to do a portion of the renovation. We’re in the design planning stage now, but so far we’ve had a very good experience.”

FOR ADDITIONAL INFORMATION, click here to download the Renovation Loan Program fact sheet. FOR QUESTIONS, OR TO SIGN UP TODAY, email loanprogram@ radissonhotels.com.

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RENOS MADE EASY New program helps properties streamline the renovation and new construction process.

adisson Hotel Group’s (RHG) new Preferred Design and Procurement Program is now available — making renovating or building a hotel simpler than ever before. The program, available to Radisson and Country Inn & Suites by Radisson hotels in the Americas, stemmed from the company’s work with a select list of supplier partners to strive for the best service and pricing for RHG properties. PROGRAM BENEFITS There are a multitude of benefits for properties when they use the company’s recommended providers, says Jeff Svedahl, Director, Sourcing, Radisson Hotel Group. “Not only does the new Preferred Design and Procurement Program simplify the process, it also creates a single point of contact for owners during all phases of the project, including billing.” The recommended providers understand the brands’ prototype specifications, the design intent, and the approval process. In addition, providers offer FF&E and OS&E management and installation capabilities. “This program offers the advantage of knowing your supplier is fully vetted by RHG,” Svedahl adds. HOW IT WORKS Typically, working within the program consists of seven stages. The Project Start encompasses the execution of the license agreement and the Product Improvement Plan (PIP). The second step involves Contracting Design Services, including the requesting of bids and then a contract with the owner/operator’s chosen Preferred Design and Procurement Program company. Next comes the Kick-Off Meeting between ownership, RHG, and the contracted design professional. Stage four revolves around the development of the Design, and stage five involves Design Approval of all documents by RHG. Next, Technical Services needs to be notified of the preferred company that has been selected for Procurement FF&E/OS&E. Finally, at Project Completion, an RHG representative

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will conduct a final site visit to confirm the work matches the project scope and brand standards. “Our preferred partners can assist from start to finish,” Svedahl says. “This includes developing the proper design, in some cases providing referrals for architecture firms to produce construction documents, and managing FF&E and OS&E shipping and installation.”

SERVICE PROVIDERS Design and Procurement THE CURRENT APPROVED SERVICE PROVIDERS INCLUDE • American Hotel Register americanhotel.com • Carver and Associates carverassoc.com • Hospitality Furnishings & Design, Inc. hfdcorp.com • Hotel Depot Services hoteldepots.com

FOR MORE INFORMATION, download the Program fact sheets for Country and Radisson. FOR QUESTIONS, OR TO SIGN UP TODAY, contact jeff.svedahl@ radissonhotels.com or +1 (612) 270-7844.

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SPREAD THE WORD

DELIGHT IN PROGRESS

Marketing your renovation RHG SUPPORTS OWNERS UNDERGOING A RENOVATION in multiple ways. For example, all hotels that complete a Country Inn & Suites by Radisson Generation 4 or a Radisson Prototype renovation receive a free professional photoshoot. RHG’s marketing team also supports the hotels by providing templates for marketing collateral and signage and promoting the renovation through multiple online channels.

Renovating today for a better stay. We’re currently renovating to make you feel even more at home. During our refresh, please let us know if there’s anything we can do to make your stay more comfortable.

We’re currently under renovation to enhance your experience. During our refresh, please let us know if there’s anything we can do make your stay more enjoyable.

BOOK NOW AT countryinn.com

CLICK HERE TO DOWNLOAD THE SALES AND MARKETING RENOVATION TOOLKIT with details on RHG’s resources as well as tips for public relations, local marketing, promotion through social media, and more!

MARKETING COLLATERAL promotes your hotel transformation

Owner Mindset HFD EMBRACES CUSTOMER-FIRST ETHOS

HFD ASSISTED IN THE RECENT RENOVATION of the Country Inn & Suites by Radisson, Belleville, ON

Founded in 2001 by a hotel operator, the entire team at Hospitality Furnishings & Design (HFD) is trained to think like an owner and act on a project like an ally and partner. With accredited interior designers and a robust project services team, HFD is proud to be an approved Radisson Hotel Group preferred service provider. The company’s proprietary management platform features real-time connectivity with manufacturers and logistics companies to provide project updates through the web and a mobile app. HFD leverages this platform as the only true single-source FF&E provider in the industry. For more information, visit hfdcorp.com, or contact Tonya Almallah at talmallah@hfdcorp.com.

Holistic Solutions AMERICAN HOTEL REGISTER COMPANY STANDS APART With a 154-year corporate history and offices around the world, American Hotel Register Company provides state-of-the-art and quickturn FF&E programs. American Hotel is the only organization that provides end-to-end solutions for design, procurement and project management, and operations. It also offers additional services such as roomin-a-box, laundry, warehousing, install, field measurements, on-site management for delivery, and more. American Hotel’s procurement and design team has been working with properties for 20 years, executing approximately 1,000 projects each year. For more information, visit americanhotel.com or contact Charles Tichelbaut at ctichelbaut@americanhotel.com.

AMERICAN HOTEL REGISTER COMPANY’S design team works on brand and individual property projects

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UPGRADE YOUR INTERNET Technology Sourcing makes it easy and cost effective to improve the guest experience.

NEXT STEPS Making a switch

ou know how important reliable, speedy internet is to your guests. Radisson Hotel Group (RHG) now offers a new way for operators to improve their internet service and stand out amongst the competition. RHG’s Technology Sourcing team has made a number of agreements with preferred vendors to make it simpler for hotels to offer their guests the best possible high-speed internet access (HSIA). Plus, the new program may result in dramatic cost savings. WHY IT MATTERS According to Hotels.com, reliable internet access combined with quality Wi-Fi is the No. 1 in-room amenity that guests want. And IDC Industry Insights reports that having a high-performing Wi-Fi infrastructure is critical to ensure longterm viability in the hospitality industry. “As a key aspect of the guest experience, it’s important that RHG hotels deliver a positive impression across all hotels in the portfolio,” says Christine Eaton, Director, Technology Sourcing, Radisson Hotel Group The Technology Sourcing team recommends that hotels have a fiber connection, as opposed to broadband,

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and a guest circuit size of at least 100Mbps to ensure customers have adequate bandwidth, especially as many guests seek to connect multiple devices. So how do you know if your system may be due for a boost? “One quick tip is to look in your hallways,” says Eaton. “If you have your Wi-Fi access points there rather than in the guest rooms, the property probably doesn’t have sufficient internet coverage, and you should plan for an upgrade.” DELIVERING QUALITY Improving a property’s guest Wi-Fi requires the right connection, internet circuit size, and a robust infrastructure. That’s where RHG’s new Preferred Technology Vendor Program comes into play. The program has identified vendors that aim to help your property deliver the best experience at the lowest cost. Currently, there are three preferred HSIA suppliers for U.S. hotels — Sunray, Sonifi and Guest-Tek — and one Canadian preferred supplier — Intello. All have been trained in RHG standards and will be fully integrated into RHG’s exclusive EMMA technology as it rolls out. All four HSIA providers represent a good value, designing guest networks

OPERATORS INTERESTED IN FINDING OUT IF THEY NEED AN UPGRADE can contact any of the four preferred HSIA providers (Sunray, Sonifi and Guest-Tek in the U.S., and Intello in Canada). The providers can perform an assessment at no charge and will coordinate everything for an upgrade installation if needed — including securing equipment from the hardware and circuit providers Ruckus and Granite and providing ongoing support.

FOR INFORMATION, click here to download the Guest Internet Standards and Q&A’s related to RHG’s HSIA and Wi-Fi recommendations and standards. FOR QUESTIONS, send an email to technology.sourcing@ radissonhotels.com. or +1 (612) 270-7844.

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with the goal of providing the best coverage with the lowest investment. Monthly support costs from preferred HISA providers are $2 per room each month or even less. Sourcing has also negotiated special pricing on equipment, which hotels order through their HSIA provider. RHG’s preferred circuit supplier, Granite, has already helped more than a dozen hotels increase the size of their internet circuit while reducing monthly costs by 20% to 40%. A new agreement with Ruckus for access points, switches, and controllers delivers best-in-class pricing and gives properties a lease-to-own option when upgrading or replacing equipment. “We have significant economies of scale when working with our preferred vendors,” says Eaton. “This helps us get lower pricing for you.”

Key Amenity HOTEL HIGH-SPEED INTERNET BY THE NUMBERS Think the basics like a comfortable bed are important? True, but for some guests at least, a good night’s sleep may pale in comparison to being able to stream the latest episode of The Walking Dead. In a number of recent studies and surveys, guests consistently report that Wi-Fi is the single most critical aspect of a hotel experience.

#1 IN-ROOM AMENITY that customers want1

50% BUSINESS TRAVELERS

spend +1 hour each day on in-room internet for work2

>100MB GUEST CIRCUIT SIZE

recommended for properties

73% BUSINESS TRAVELERS

use Wi-Fi in a common area2

90% OF HOTEL GUESTS say ability to access hotel Wi-Fi is very important3

58% OF HOTEL GUESTS say Wi-Fi quality is highly likely to impact booking decisions3

SOURCES: 1 Hotel.com Survey; 2 Global Business Travel Association (GBTA) Hotel Technology Study; 3 Hotel Business magazine

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FRESH LOOK Owner sees positive results after upgrade. STEVE KLUVERS, Owner, Country Inn & Suites by Radisson, Green Bay East, WI

hen Steve Kluvers purchased his third Country Inn & Suites By Radisson hotel, he knew up front that it was going to need a renovation. The property was starting to show its age, and the time was right to bring it up to the Generation 4 model. He began the renovation process soon after he bought the hotel — the Country Inn & Suites by Radisson, Green Bay East, WI — in September 2017, completing the process 13 months later. STEP BY STEP With more than two decades of experience working in the industry, which included leading a number of hotel renovations, Kluvers was comfortable with the project he was facing. Still, he found the overall process was simple. “Working with Radisson Hotel Group was easy.” He cited the clarity of the steps laid out in the Product Improvement Plan (PIP) as particularly helpful to his company during the renovation. “It listed the steps we needed to take, including where and when we needed to get sign off.” He adds, “Radisson Hotel Group was there to answer questions as we needed help.” NEW AND IMPROVED Post renovation, Kluvers has received a great deal of positive feedback from guests. “People who come into the hotel definitely notice it,” he says. “It’s really got that ‘wow’ factor.” He says it’s difficult to provide precise figures for the return on investment this soon after project completion, as business performance metrics were impacted somewhat during

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construction while rooms were out of service. But the early results are looking very positive — in the first quarter of this year, Kluvers has seen a revenue increase of more than 10% compared with last year. For May, he’s predicting he’ll be up more than 20% compared to the same month last year.

THE PACKAGE LOOKS GOOD AND PEOPLE LOVE IT. WE FEEL LIKE IT WAS A GOOD INVESTMENT. “And this summer is forecasting out tremendously,” he says. “The rooms being out last year had some impact in how you measure it, but we’ll probably be up 20% to 30%.” “The package looks good and people love it,” he adds. “We feel like it was a good investment for the money we put into it.”

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ALWAYS IMPROVING Owner has the renovation process down to a science.

hile Radisson Hotel Group (RHG) offers a high level of support, renovating a hotel is a big task. As the owner of 12 hotels throughout Iowa, Minnesota, and Wisconsin, Jeff Ruhr, President of Ruhr Development, knows that for a fact. During the renovations of his seven Country Inn & Suites by Radisson properties, Ruhr learned some valuable lessons that he is happy to share. MULTIPLE BENEFITS How do you know when to pull the trigger? Ruhr says that if case goods are looking worn and guests are starting to comment, it’s probably time to invest. “I don’t think many people realize what the cost is of not doing a renovation.” Ruhr says that in addition to the potential for increased revenue, many owners may not consider about another benefit of renovating — employee retention. “This is critical at a time of such high turnover in the industry,” he says. Ultimately, he feels that a renovation positively impacts how employees feel about their jobs. “I believe it can increase

engagement, which is important if you want to be successful.” BUILDING ON EXPERIENCE After his first renovation, he used the lessons learned during that process to improve the next project. By the time he got to the last renovation, he had learned enough that he was able to turn a 50room Generation 1 hotel to a Generation 4 in only five months, while keeping the hotel open the entire time. He adds, “And our net promoter score actually went up during the renovation.” RENOVATION TIPS One lesson that Ruhr learned early was to close entire floors for renovation. “We had guests who said they didn’t realize half the hotel was being renovated until someone told them,” Ruhr says. As a multiple property owner, he also discovered that it was important to carefully schedule the order of the renovations. Ruhr always had two renovations running at the same time to help maximize his efficiency. The changes certainly have produced results. Ruhr’s renovated County Inn &

Suites locations have shown an ADR increase of $10 — as well as increased NPS scores and more positive guest reviews. Other owners should remember that at the end of the day, it’s all about collaboration, he adds. “The brand is really trying to get hotels to look nice, and this will benefit everybody.”

CELEBRATING SUCCESS Pride and Honor IN MAY 2019, THE COUNTRY INN & SUITES BUFFALO, MN celebrated the completion of its multimillion dollar Generation 4 renovation with a grand reopening. The hotel, located just north of Minneapolis, welcomed Radisson Hotel Group leadership, employees, and community leaders for a reception and ribbon cutting. “We are thrilled to welcome guests into our beautifully refreshed hotel,” said Carrie Parchem, the hotel’s general manager. Pictured above: Ken Greene, Jeff Ruhr, and Carrie Parchem

COUNTRY INN & SUITES BY RADISSON, CHIPPEWA FALLS, WI renovated to a Generation 4 design, garnering rave guest reviews

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DELIVER VALUE How to leverage Radisson Rewards to grow your business.

erhaps no other tool that Radisson Hotel Group (RHG) provides to hotel owners and operators is as powerful as the company’s loyalty program, Radisson Rewards. Compared to the average guest, loyalty members book through direct channels more often, spend more while they are at the hotel, and leave more positive reviews. “Investments in membership growth provide excellent, if not unparalleled, ROI,” says Ron Davis, Director, Loyalty, Americas, Radisson Hotel Group. “We have to make sure we’re delivering a better experience than our competitors and doing everything we can to sign up new members and grow.” DELIVERING MORE The Radisson Rewards program provides members an enhanced experience with exclusive benefits, while delivering more value to properties. Radisson Rewards also can benefit travel agents, meeting and event planners, and small and medium enterprises. To make the most of Radisson Rewards, properties should create a Hotel Champion who can lead the program and provide focus and results, Davis says. “It’s also important to know your enrollment numbers. How do you compare to last year? How do you compare to other hotels?”. Interactions with guests at the front desk are another opportunity for enrollment, and it’s vital that all team members consistently deliver the promised benefits of the program, ask guests to join, and thank them for being members. RESOURCES AND TRAINING Fortunately, the program includes plenty of features to make it easier for employees to enroll new members. The Radisson Rewards Ambassador Program, for example, is a tool for your hotel that drives team results by sharing tips and updates on promotions and incentives. It also provides a dashboard to track enrollments for your location and recognize top performers. Available trainings ensure the tools are understood and used. Radisson Academy Online offers six courses and will soon add

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training specific to meetings and events. You can inspect training completion via Radisson Academy Online by using the Reports tab. In addition, RHG offers webinars on a regular basis. “Looking ahead, loyalty will continue to evolve with the implementation of EMMA and her ability to help better deliver a personalized experience,” Davis says. “In addition, our partnership with Jin Jiang will position us to be prepared for the population of travelers from China and provide other learnings.”

ENABLE YOUR TEAM Robust Resources RADISSON REWARDS OFFERS a number of resources and trainings for hotels and staff. FIND ON CONNECT: My Dashboard > Guest > Radisson Rewards Members and Radisson Rewards for Business LINK: Radisson Rewards for Ambassadors LINK: Radisson Academy Online

FOR QUESTIONS, please contact your assigned Franchise Services Specialist. If you’re not able to reach your assigned specialist, CONTACT THE FRANCHISE SERVICES TEAM AT franchiseservices@ radissonhotels.com, +1 (888) 232-4772 (U.S. and Canada) or +1 (402) 501-5055 (outside the U.S. and Canada).

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rewarding from start to finish

Radisson Rewards™ provides members an enhanced experience from time of booking to checkout and every moment in-between. Members enjoy: Earning at least 20 points per U.S. dollar spent on eligible hotel stays and Food & Beverage charged to the member’s hotel room Elite status, starting at 9 eligible nights or 6 eligible stays Free Award Night redemptions starting at 9,000 points on standard rooms with no blackout dates And more…

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T H E R A D I SS O N H OT E L GRO UP MAGA Z IN E FO R OWN ERS & O P ERATO RS

To submit story suggestions and advertising queries, please contact access.americas@radissonhotels.com.

Radisson Hotel Group Americas Corporate Office 701 Carlson Parkway, Minnetonka, MN 55305 U.S.A. +1 (763) 212-5000