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Table of content

1. Re-opening Process 3

2. Sales & Marketing : Push Actions and Strategy 11

3. Market Development in Hospitality after Covid19 17

Reopening process

1

Hotel operations in the Covid Era

Social distancing has become a norm in today’s COVID-19 world and hotels need to re-evaluate and update their SOPs to adapt to this change.

We have to establish the planning process regarding the formulation of SOPs on how to operate in our hotel once the lockdown has been lifted.

It’s highly recommended to follow the guidelines provided by the Health Department and the state and central Government, including guidelines on maintaining records etc. based on local authority requirements, to formulate their SOPs.

The first step is to work on a communication methodology to be handed over to the Guests at their first touch point, so that they are very clear on what is expected of them for their own safety and also the mandatory requirements as per the health authorities.

Its also very important to identify and set-up a Safety Team with a Leader, who will be responsible to ensure that all measures are being implemented and recorded. Ensure that you conduct a detailed workshop for Associates, maintaining Social Distancing. Source : HVS ANAROCK Hotel Advisory Services Pvt. Ltd.

A collective approachFOR A QUICK AND CONFIDENT RESUMPTION OF ACTIVITY

Approach supported and labelling by Averitas

Objectives: share confidence, seriousness, speed of implementation.

STANDARDIZE PRACTICES

A common standard co-constructed with the industry and

the authorities

REASSURE THE EMPLOYEES

Attestation of the correct application of a health

reference system

REASSURE THE CUSTOMERS

A visible charter in the establishmentsTaken up on the web

A sum of 3 layers of process to restore TRUST

COMMON SANITATION PROTOCOL

VOLUNTARY LABELISATION

Requested rules to obtain the Label

Local Laws / Regulations / World Health Organization

requirements & recommendations

Could be done by B.V with Accor and other hospitality players

Operational Guide & Job Descriptions

E Learning courses

Label

3

2

1

Internal rules, specific to each Hotel or Brand

Accor’s Intellectual Property

10 themes with each: a level of requirement and examples of proof

2 3 4 5

Commitment management

Communication rules and practices

Distanciationwithin the teams

Rules hygienic

Rules for cleaning and disinfection

1

8 9 106 7

Management of payments

Compliance with specific

requirements

Monitoring by the management

Management of suspected and proven cases

Barrier gestures towards customers

Role of the Covid Ambassador

✓ Appoint a Covid-19 Lead within the hotel team whose main role will be:

✓ To put the new daily work routines into practice, to monitorcompliance with good practice and to lead the preventativemeasures.

✓ Adapt the health & safety recommendations and requirementsto the hotel.

✓ Make sure that the team is fully briefed on procedures.

✓ Ensure the implementation of the agreed actions.

✓ Ensure that the teams follow the procedures.

✓ Ensure that guests understand the measures that have beenput in place.

✓ Keep informed of changes to legislation in order to adaptprocedures accordingly.

Summery of “What’s new”

Feel Welcome Back for our Talents

• Dedicated Covid-19 E-Learning Implementation of a Covid-19 code of practice •

• Implementation of an Action Plan for housekeeping, back office, front office & catering.

• Distribution of protective items(gloves, masks, hand sanitizer)

• Reorganization of business activityto avoid unnecessary contact (e.g. staggered breaks, changing room access)

• Webinar about the changes on digital / technology environment including checkout and payment procedures will be available for the pre-opening

Feel Welcome Back for our Guests

• Procedure for informing Guests:a) Information on exceptional service and any related reduction of service. b) Information on hygiene instructions, creation of a sanitization hub on arrival, enforcing social distancing. c) Guest made aware of mandatory Fast Check-Out (FCO) and digital invoicing. d) Process for handling suspected virus cases (equipping reception area with a medical kit and infrared thermometer)

• Information communicated to guest via email, by the receptionist, and through digital or physical posters at the hotel.

• Display a « Stop Covid-19 » label, certified by Bureau Veritas.

Accomodation

• Front office : review of the welcome procedure; installation of plexi-screen, distancing from the desk, no physical contact with guests, pre-payment on arrival**, reconfiguration of the lobby and more frequent cleaning of all critical points of contact (WC, lifts…)

• Keeping valet service is not recommended but luggage carrier can be done with proper distancing and only up to the door of the guest room

• Bedrooms : new cleaning processes taking account of health & safety guidelines, integration of the cleaning process with disinfecting points of contact, removal of nonessential items, linen change on request, individual toiletries to be replaced each time a guest checks out.

Summery of “What’s new”

Catering

• Breakfast : replacing the breakfast buffet with the option of continental breakfast in the room or to take away.

• Restaurant / room service : Replacing restaurant service with room service. (Depend on brand)

• Kitchen : adapting produce storage areas, observing social distancing in the kitchen, new cleaning and disinfection procedures

• Taking delivery of products : access restriction / obligatory wearing of masks and gloves by delivery workers. Availability of hand sanitiser, reinforcement of cleaning procedures, single use overalls, gloves, masks, creation of a waiting area, disinfecting of outer packaging and decontamination of fresh produce

Meeting rooms

• To remain temporarily closed pending recommendations from relevant government authorities on the reopening of these facilities and the health & hygiene measures / checks to put in place.

• Gradual re-opening will be in line with above recommendations.

Gym, Swimming pool & Spa

• To remain temporarily closed pending recommendations from relevant government authorities on the reopening of these facilities and the health & hygiene measures / checks to put in place.

• Gradual re-opening will be in line with above recommendations.

Sales & Marketing :Push actions & Strategy

2

Hotel NewslettersStay Connected Long Stay OfferWillow Stream Spa

Staying connected is key. We stay in touch with our clients through

wellness-based newsletters.

The focus for us in the coming months will be the Swiss market given the current situation, we are

working on a reopening campaign to attract couples,

families or friends who are tired of staying home but who cannot go

too far.

In the meantime we created a long stay offer for clients who want to get away whether now

with limited service or later once our restaurants and spa are

opened.

Key messages

B2B Social Media

Reopening Action Plan | Work in progress

ROOM OFFERS

STAY LONGER AND GET MOREThe longer you stay the more rate discounts you got!Including discounts on room rates, spa, F&B credit and more

Availability This offer is available until 30th September 2020.Rates Starting from CHF 349.- per room per night.

FAMILY OFFERYour Family Getaway - Your home away from home.Including best daily rate, 50% off the second room for children.

Availability all year round, subject to availability.Rates Starting from CHF 579.- for 2 rooms minimum per night.

COME WITH YOUR FRIENDSBook your rooms with your friends and get up to 30% off one of the rooms. Including best available daily room rate for the first room. 20% off the daily room rate for the second room. 30% off the daily room rate for the third room and above.

Availability This offer is available until 30th September 2020.Rates Starting from CHF 379.- per room per night.

F&B OFFERS

SPA OFFERS

IT’S WINE O’CLOCK!For each lunch or dinner taken at Montreux Jazz Café or at the Terrasse du Petit Palais until June 30th, your glass of wine, beer or soft drink is on us.

Montreux Jazz Café: Open daily from 11:30 am until 22:00 pmTerrasse du Petit Palais: Open daily from 11:30 am until 22:30 pm

Availability This offer is available until September 30th 2020.

TIME TO RESTORE YOUR ENERGY (for external spa guests)TIME TO SHAPE YOUR BODY AND MIND! (for external fitness guests)

Enjoy a day at Willow Stream Spa at CHF 89.- only, and get advantage of all our spa and fitness facilities for an entire day! (Instead of CHF 140.-)

Availability This offer is available until June 30th 2020. Max 30 persons

per dayPrice per person: CHF 89.- Subject to availability.

TIME TO RESTORE YOUR ENERGY (for hotel guests)Book one body massage and get 20% OFF the second one for your guest.

Availability This offer is available until June 30th 2020.Rates 20% OFF the second body massage booked.

TIME TO RESTORE YOUR ENERGY (for spa members)Book a massage and benefit from a 45-minute fitness training session.

Availability This offer is available until June 30th 2020.Rates For 1 massage booked, get a 45-minute fitness training session.

Strategy

Focus will be on Swiss market couples, families or friends with Competitive rates and value adds to drive revenues to the venues and the Spa

Promote the Montreux Riviera Region as the perfect summer destination and Fairmont Le Montreux Palace as a resort for summer/weekend breaks

Strong focus on new health and safety standards, certification to reassure clients that their safety comes first

Special rates and offers for Leisure Groups Ad hoc groups

For the corporate segment, continuing to maintain good relationship with the top accounts, especially local schools and clinics; put in place special offers for their guests

Market development in hospitality after Covid19

4

The Effects of the COVID-19 Crisis on the Search Behaviour of Swiss TravellersThe effect of the coronavirus crisis on the industry is directly visible in the graph. It can be seen that in January and even up to the beginning of February, the total volume of hotel searches increased compared to the same period last year. However, the volume of searches begins to decrease from mid-February onwards and, starting on February 22, a few days before the announcement of the first confirmed case on February 25, it is about the same as the previous year. As the number of confirmed cases increases, the total volume of searches decreases rapidly. We can see that the decline continues in March. On 19 March, when Switzerland began banning gatherings of more than five people, the total volume of searches decreased by more than 70% compared to the same period last year.

These results suggest that by observing these dependency trends, it is possible to make predictions that indicate the resurgence of tourism. If the situation around the coronavirus recovers, it can be assumed that before the actual tourist demand, the volume of term searches around the travel industry and tourist places will increase.

The collapse of traffic on tourist websites in connection with the Covid-19 crisisAn analysis of online booking platforms (OTA) and tourism organisations

Between January 2020 and March 2020 the websites ofBooking Holding, TripAdvisor, Airbnb and Expedia lostbetween 40% and 50% of their traffic. Booking.com, the mostvisited site with a maximum of 500 million visitors in January2020, reported a 53% drop in traffic in two months. This dropin activity on OTAs' websites goes hand in hand with acollapse in turnover. In a stock market report on its activitiespublished at the beginning of April 2020, the BookingHoldings group announced an 85% drop in bookingscompared to the same period last year. This downward trendis likely to continue due to overnight cancellations that willoccur as long as this crisis persists. This shock hits BookingHolding after a sumptuous 2019. More than 845 millionovernight stays were booked in 2019 on booking.com, whichrepresents an increase of 11% compared to 2018. EBITDAincreased by 2% to $5.9 billion for the full year 2019, withbooking revenues up 4% to $96.4 billion. An analysis by Skiftconcludes that the seven largest online travel agencies(OTAs) could lose up to $20 billion in revenue this year due tothe Covid-19 crisis.

Market Assumption

International MICE segment will be the most challenging for the remainder of the year without high rated US Incentive groups and UK groups canceling and postponing to future years

Leisure Groups Series and Ad hoc Groups are postponed Q4

Transient business affected by International markets, focus on local Swiss market

Middle East Market won’t be back before 2021

Event & Fairs expected to return 2021