STEPHEN MILES FIH MI EDWARDIAN GROUP LONDON At the heart of Edwardian Group London is a simple founding belief - that from back of house to the boardroom we are all Hosts. Everything we do is driven by a desire to exceed our guests, clients and partners expectations so that even the shortest stay with us will last long in the memory. Our Values MEMORY MAKERS THE STRATEGY 3DS DEVELOP, DELIGHT, DELIVER 2 All our Hosts go through our newly developed Yes I Can programme on day 2 of induction the aim of this is Ignite the fire within our Hosts To explain the Radisson Blu Look & how to ACT Blu Describe your Deep You nature and how you can apply it daily Demonstrate your people observation skills Define what empowerment means List and explain our Blu Power Tools and the steps of Own it, Solve it! Make Magic We keep it simple to make the most of our Hosts own personality and make the Guest Journey unique. HOST TRAINING In line with our Own it Solve it our Hosts are all empowered to ignite the 100% Satisfaction Guarantee. We are committed to ensuring every guest enjoys 100% satisfaction. If they are not satisfied with any aspect of their experience, they must let us know during their stay and well make it right. If we cant, then they wont pay for that part of their service. Its that simple No need to call anyone else the Host dealing with it is empowered to deal with this from start to finish. MAKING IT RIGHT APPS FOR ALL HOSTS TO USE Knowledge to Wisdom When Apple designed Apps they said there would be Apps for everything well at EGL we have begun our own journey to develop our own for everything! These APPs have been developed and continue to be developed with working groups from the hotels to ensure we have encapsulated everything everyone will need on a daily basis to make the Guest journey seamless from start to end. GUEST PLUS Guest Plus is an integral tool for the hotel, as it collates information from all Guest touch-points around the hotel which enables us to get to know our guests. It includes pictures, their preferences, Likes & dislikes in addition to every item they have ever purchased within our hotel. Great tool for new Hosts in introducing our regulars and VIPs and also a fantastic tool to enhance our guests arrival and time with us creating Memories! OPTII KEEPER 9 Housekeeping Smart scheduling Optii Keeper estimates cleaning times by examining guest type and use-pattern. It then reliably predicts, manages and optimizes our housekeeping schedules in real-time all automated. This links with all our in-house systems so Housekeeping staff have at the touch of a button all guest for their preferences throughout their stay and fast track front desk operations THANK YOU 11