Americas Brand Operations Winning in Sleep
Transcription
Americas Brand Operations Winning in Sleep
Winning in Sleep: Approved Mattresses & Mattress Replacement Standards Americas Brand Operations © 2015 IHG Proprietary information Not for onward distribution Sleep is a hospitality fundamental IHG HAS DEVELOPED A VISION TO WIN “YOUR LIFE IS A REFLECTION OF HOW YOU SLEEP, AND HOW YOU SLEEP IS A REFLECTION OF YOUR LIFE.” * 1 2 3 Sleep Quality is critical to the hotel stay experience and selection process… …and the general public is starting to care a lot more about sleep. We have an opportunity to improve our delivery of a consistent high-quality sleep experience. We have a vision for proving to the guest that: We are the place for the Best Night’s Sleep * Dr. Rafael Pelayo, Stanford Center for Sleep Sciences and Medicine What impacts sleep experience most:: Noise Mattress HVAC/PTAC Pillows Light Temperature Clean/Scent Addressing mattress comfort and consistency IHG HAS TWO PRIORITIES Deliver a more consistent guest experience; Provide greater “value for quality” for owners Remove poor mattresses from the estate; Establish reasonable & objective criteria; Impacts timeline for rollout of approved Preferred Mattress Selection IHG HAS TWO PRIORITIES Deliver a more consistent guest experience; Provide greater “value for quality” for owners Remove poor mattresses from the estate; Establish reasonable & objective criteria; Impacts timeline for rollout of approved Approved Mattress Selection Overview IHG AMERICAS BRAND OPERATIONS Project Objectives 1 2 3 Outcome Identify Superior Quality, High Performing, & Consumer Preferred Mattress(es) for the Americas estate Deliver improved Owner Value when procuring mattresses for their IHG hotels through pricing and enhanced warranty and/or terms Improved consistency of guest experience across our brands and IHG through consolidated and aligned mattress options 1-2 Suppliers Current 27 Options Future vs. 1-2 Options Approved Mattress Selection Timeline IHG AMERICAS BRAND OPERATIONS Jan Feb Process Insights • State of the IHG Estate: HeartBeat, performance data by brand • Winning In Sleep Prioritized – mattress identified as key element Mar RFP / Testing Apr / May Warehouse Testing Jun Preparation for In-Hotel Testing • Mattress education • “Flop Tests” 30 – commercial, onsite interviews • 3 Mattress ― 3 Mattress residential trends suppliers design a Comfort tests • Evaluated 7 pillow top and a ― 1 Mattress mattress suppliers plush mattress for Appearance test • Consumer Insights Sleep Solutions online mattress Room Test focus groups July / Aug Consumer Testing • 160 Test mattresses deployed to Sleep Solutions test hotels; 60-90 day testing period • Competitive landscape reassessment Aug / Sept Stakeholder Touchpoints • Owner Task Force input • Feedback from − Brands − D&C − Operations − Insights − Procure-ment Impact on Next Steps Vendor Negotiations • Need for Mattress Option Consolidation • Need for defined Mattress replacement process • Move forward with 3 national brands with strong distribution capabilities for testing • Identified height and preferred mattress feel specifications • Need for hotel consumer testing of newly created mattresses • In-hotel consumer • Findings from Consumer Testing testing results will • Mattress inform vendor Selection and negotiations Terms Negotiation IHG Approved Mattresses US & CANADA Brands Approved Mattresses US Set Pricing** QUEEN KING 14 inch Pillow Top • Simmons® - Beautyrest® Black Napa Lux Firm Pillow Top $440 $570 15 inch Pillow Top • Simmons® - Beautyrest® EVEN Hotels Pillow Top $435 $575 • Simmons® - Beautyrest® Recharge Nightfall for IHG Pillowtop $354 $469 • Sealy® - SleepSoundly Deluxe for IHG Pillow Top $350 $470 • 2 Sided Option: Simmons ® Beautyrest® Evening Whisper for IHG Pillowtop $389* $509* • Sealy® - SleepSoundly for IHG Plush $340 $460 • Simmons® - Beautyrest® Recharge St. Chapelle for IHG Plush $344 $459 2 Sided Option: Sealy® - SleepSoundly for IHG Plush* $369* $491* $364* $479* 13 inch Pillow Top 13 inch Plush • • 2 Sided Option: Simmons® Beautyrest® St. Chapelle 360 for IHG Plush* NOTES: (1) * Not preferred option (2) ** Canada pricing and additional specification available on IHG Design Connect (3) Mattresses are one-sided unless otherwise noted (4) Ordering available through IHG Marketplace and supplier direct (5) MLAC Approved Mattresses TBC by Jan 2016 Mattress Replacement Standards IHG HAS TWO PRIORITIES Deliver a more consistent guest experience; Provide greater “value for quality” for owners Remove poor mattresses from the estate; Establish reasonable & objective criteria; Impacts timeline for rollout of approved Mattress evaluation criteria TYPES OF EVALUATION CRITERIA Condition HeartBeat Age New Criteria © 2015 IHG FAILURE FOR A SPECIFIC MATTRESS TESTED Sag (1”) Noises (squeaks, creaks) Corners crimped or low, fold or crease when depressed Holes, tears and stains (allow for cure options) Mattress > 2 years post warranty (avg. warranty 10 years) Mattress > 5 years old and less than 10” high (allow cure options) AUTOMATIC FAILURE OF ALL MATTRESSES Rolling 12 Month Mattress Comfort Score < 74 (using Top 3 Box approach) Mattress test and replacement approach TESTING STANDARD QUALITY EVALUATION Hotel Standard Specialist tests 5 rooms If 2 or more mattresses fail Test 5 additional rooms (10 total) If 6 or more mattresses fail Test 10 additional rooms (20 total)* REPLACEMENT TOTAL FAILED MATTRESSES REPLACEMENT APPROACH EXAMPLE 1-2 fail Replace failed mattresses only 1 fails, replace 1 2 fail, replace 2 3-5 fail (of 10 tested) Replace half of the failure rate 4 of 10 fail (40%), then replace 20% of all mattresses 6-20 fail* (of 20 tested) Replace the failure rate 10 of 20 fail (50%), replace 50% of all mattresses © 2015 IHG *For hotels <90 rooms, inspections capped at 15 mattresses. For hotels >300 rooms, inspection increased to 30 rooms. One mattress per room tested. Questions For questions, please contact: [email protected] 1-800-325-WARM For more information on the IHG Approved Mattresses, please visit: www.ihgdesignconnect.com Password: IHG2016 Manufacturer Mattress Information Two-sided options