Housing Service ReviewService Report

24 November 2014

Pre IntroductionCustomer Service Review Meeting• Following service management good practice

(ISO20k)• Standard templates• Short• Once or twice a year

IntroductionThe CERN Housing Service provides a wide-range of services including the management of:

• The CERN hotel consisting of 3 buildings with 38,39 and 41 on the CERN Meyrin site ;

• The agreement with ALPHA 3A providing CERN with an additional housing capacity of 151 rooms in Saint-Genis (France) ;

• The rental of 14 apartments belonging to the CERN Pension Fund ;• The assistance of CERN users in finding furnished or unfurnished

accommodation on the local private market, through its contacts with agencies and private landlords ;

• The agreements with external hotels both in France and Switzerland, to provide special rates for CERN users.

More information can be found on GS housing website:

http://gs-dep.web.cern.ch/en/CERN_Housing

Booking rules

Total capacityType of rooms Building 38 Building 39 Building 41

Foyer Schumann St Genis

Total %

Single rooms with Washbasin

58 130 188 33%

Single rooms with Toilet and Washbasin

30 30 5%

Single rooms with Washbasin, Shower and Toilet

60 96 90 21 267 47%

Twin rooms with Washbasin, Shower and Toilet

25 24 6 55 10%

Shared rooms with Washbasin

26 26 5%

Twin room for physically disabled guests

1 1 0%

Single rooms for physically disabled guests

1 1 0%

Total rooms 199 120 98 151 568

Total beds 250 148 105 151 654

Pricing policyRoom rates at CERN Hotel

(per person, per night, unless otherwise indicated) CHF SHARED ROOM with washbasin (1 bed in a shared double room) 14 SINGLE with washbasin 27 TWIN with washbasin, shower, toilet (occupied by 2 persons) 38.50 SINGLE with washbasin, toilet 48 SINGLE with washbasin, shower, toilet 58 TWIN with washbasin, shower, toilet (occupied by 1 person) 64 TWIN with washbasin, shower, toilet (occupied by 2 persons 38.50 CHF) 77 SINGLE for physically disabled guests 27 TWIN for physically disabled guests 54

Room rates at St Genis Foyer

(per person, per night, unless otherwise indicated)

EUR

Less than 10 nights

More than ten nights

SINGLE with washbasin 22.30 16.70 SINGLE with washbasin, shower, toilet 31.20 26.50

Hotel capacity2014 difficult year because• Capacity down:

70 rooms (80 beds) not usable due to bad state of top floors building 38renovation planned Sept 2014 Jun 2015(24 rooms can be used if really urgent until mid December)

• Trend in number of students (rising)• LS1 still ongoing

Capacity Hotel / Foyer

Capacity Assignment

CERN hotel occupancy rate

As can be seen from the tables below, there are regular various peaks period in the year where CERN hotels are occupied more than 90%, such as for example, summer time. For comparison the average occupancy rate in the hotels in Geneva has been respectively 65.1 and 63.6% in 2011 and 2012.

CERN hotel occupancy rate

Service improvementsCERN Hotel• SOFTWARE: FIDELIO in 2009• WEB BOOKING: 2010 with a continuous improvement approach: cancellation, modification, long term

waiting • Introduction of the CERN Hotel Terms and Conditions of Reservation (no-show invoiced); • Regular reporting has been done to the CERN users community through the ACCU meetings since 2009 to

understand and better match the CERN hotel customers’ expectations; • Various improvements have been done in terms of:

Infrastructure such as:• Centralization of fire detections (B. 38); Card security system replacing locks and keys;

Intervention on air extraction units; Replacement of old furniture in the rooms; • telephones, beddings; replacement of the old kitchens; creation of additional rooms; renovation

of old showers.• But also

– increased level of service offered such as :• the opening hours of the reception desk being extended until 1 am.; • Self-service computer in the lounge; • TV and international channels installed in the lounges;• laundry service for CERN hotel residents; • Short term waiting list (via email to avoid queuing at the reception desk); Prepaid telephone

cards; Improvement of general way findings; Creation of a luggage room

Service improvementsFoyer Schumann Saint Genis

2011: from 81 to 151 rooms

In addition CERN required that a programme of improvements to the infrastructure was put in place by ALFA 3A to increase the level of service offered to CERN customers.

These improvements covered:• the infrastructure but also; • the level of cleaning in the rooms and also during the week end; • the equipment provided in the kitchens was renewed; • some vending machines were installed to allow customers to be able to drink and eat something whatever

their time of arrival etc

…

User community feedbackIn 2012, GS-IS, in collaboration with the Market Research Laboratory based at the Geneva School of Business Administration (HES), prepared and launched a survey to all the CERN users’ community. 1346 questionnaires were filled.

The objective of the survey was:• To evaluate the present level of service offered at the CERN hotel and see

how it compares to the St-Genis Hostel as well as external hotels and residencies;

• To understand the most important criteria for users in terms of accommodation and propose adequate solutions in terms of price, comfort of rooms, mobility and being on CERN site;

• To refurbish Building n.38 while taking into account criteria expressed by the users;

• To manage the evolution of the CERN housing policy and set the level of service offered in line with the future requirements of the organisation and the needs of its user community.

User community feedback

Accommodation Questionnaire Conclusions

• More than 90% of the respondents prefer to stay on CERN site;

• Preferred room configuration: a single room with private facilities;

• 3 criteria:

first criteria : stay on CERN site;

2nd criteria: the comfort of the room;

3rd criteria: the price;

• Web booking tool needs 2 improvements:

A long-term waiting list;

Permit some booking modifications;

• The CERN Hotel service is highly appreciated;

• 62% of the users would be willing to pay an extra fee for a fitness facility.

User community feedback

Many thanks for your attention!