how to optimize your relationship and sales strategy with worldwide sales craig caron, executive...
TRANSCRIPT
How to Optimize Your Relationship and Sales Strategy with Worldwide Sales
Craig Caron, Executive Director, HWS CorporateKim Napolitano, Managing Director, HWS Association
BREAKOUT AGENDA
• Corporate VMT Review• Corporate Market Trends and Opportunities• Association VMT Review• Association Market Trends and Opportunities• Alignment of Luxury, Intermediary and International Teams• Preferred Agreements, Inception To Fruition• Your Feedback, Successes and Roadblocks
HWS Corporate team
Pharmaceutical/Health Key accts.
Julie HillsMDOS
Tiffany WebsterSales Manager
Cons./Manuf./Key
Rosalie BatistaSr. DOS - Int’l. Outbound
Technology
Lori KoesterDOS
Joyce LoomisDOS
Diana McClureDOS
Trish EspugaDOS
Angelo GiammancoDOS
Kristie DenboDOS
Claudia RudkinsDOS
Karen CiccarelliPartnership
Claudia;Trish E.Gloria Carmona
PartnershipDiane; Claudia (CBI/ J&J)
Esmerelda SzymanskiPartnership
Angelo; Justine (Pharma.)
Jenny ParkPartnership
Joyce; Kristie; Trish (Nestle)
Heather ShatzDOS
Kelsi DartSr. DOS
Lexie EllingwoodDOS
Patty GonzalezPartnership
Kelsi; Marie
Craig CaronExecutive Director
Professional/Financial Services
Consumer/Manuf.
Francine CobbDOS
Kerri JackoDOS
Susan MaranoDOS
Cathy DiemDOS
Kristen OliverPartnership
Kerri
Jon ClarkDOS
John EtzelPartnershipLori; Mary
Judy SirchiaDOS - Int’l. Outbound
Marie PesceDOS
Athena QuallsSales Manager
Pharma./ Technology
Janet WilliamsPartnership
Heather; Holly; Lexie
Amy VlachosPartnership
Francine; Susan
Judy SirchiaDOS - Int'l. Outbound
Joan PhillipsDOS - Int'l. Outbound
Holly Lieberman DOS
Mary Cushen DOS
1.Supports Tony Bernatovicz – Leisure.
DOSSr. DOS
Partnership
Sales Mgr.
Admin. Admin.(1/2)
©2014 Hilton Worldwide Confidential and Proprietary
Lina NunnoCatherine; Trish E.
Gawana StokesAthena; Diana
Julie O'Connell 1
Jessica;Tony
Stamatoula Mamakos Angela; Tiffany
TBAMarie; Susan
Paula HicksDonna; Joyce; Kerri
Kathy LewisJustine; Lori; Francine
Tanise ShuHolly; Kristie
Alice ContradesJon; Kelsi; Heather
TBALexie; Angelo
Lissette TruebaClaudia; Mary
Lourdes VelazquezOffice Admin.
Craig; Julie
Justine TeatsDOS – Pharma./ Technology
Christie ComptonSales Mgr.
Int’l. Outbound
Jessica ColmenaresDOS
Donna RiciglianoDOS
Susan SalazarPartnership
Jon
Susan SalazarPartnership
Cathy
Susan SalazarPartnership
Justine (Tech.); Marie (Siemens/Schneider)
Tiffany WebsterSales Manager
Cons/Manuf./Key
Angela CaseSales Manager
Financial/ Insurance/ Key
Consumer/Manufacturing
Brand 2015 2014 Variance 2015 2014 Variance 2015 2014 VarianceCurio Collection 95 - - 124,379 - - 29,225,430$ -Doubletree 498 355 40% 161,092 199,959 -19% 21,788,717$ 19,300,986$ 13%Embassy Suites 297 168 77% 39,534 136,686 -71% 5,977,252$ 14,630,458$ -59%Hilton 2,505 2,117 18% 2,283,117 2,265,815 1% 439,729,965$ 408,564,200$ 8%Hilton International 7 4 75% 3,178 736 332% 417,034$ 122,264$ 241%WA Collection 226 211 7% 255,755 209,302 22% 55,587,578$ 45,740,794$ 22%Grand Total 3,628 2,855 27% 2,867,055 2,812,498 2% 552,725,977$ 488,358,704$ 13%
Gross Opportunities Opportunity Rooms Opportunity Revenue
Financial/Insurance
Brand 2015 2014 Variance 2015 2014 Variance 2015 2014 VarianceCurio Collection 52 - - 71,708 - - 18,536,441$ -$ -Doubletree 288 205 40% 122,508 96,219 27% 16,971,768$ 10,566,409$ 61%Embassy Suites 146 91 60% 53,588 60,283 -11% 7,215,468$ 6,304,206$ 14%Hilton 1,722 1,395 23% 1,724,401 1,262,691 37% 336,194,066$ 229,063,455$ 47%Hilton International 4 1 300% 5,037 1,949 158% 1,169,636$ 426,831$ 174%WA Collection 124 123 1% 137,048 135,970 1% 30,561,830$ 27,021,384$ 13%Grand Total 2,336 1,815 29% 2,114,290 1,557,112 36% 410,649,209$ 273,382,284$ 50%
Gross Opportunities Opportunity Rooms Opportunity Revenue
Technology
Brand 2015 2014 Variance 2015 2014 Variance 2015 2014 VarianceCurio Collection 115 - - 227,179 - - 49,338,178$ -$ -Doubletree 438 411 7% 415,944 374,526 11% 53,858,949$ 41,926,420$ 28%Embassy Suites 324 253 28% 497,579 100,885 393% 58,128,804$ 11,426,421$ 409%Hilton 2,681 2,386 12% 2,931,733 2,633,539 11% 561,418,672$ 491,214,941$ 14%Hilton International 14 4 250% 13,211 6,689 98% 2,255,270$ 1,662,853$ 36%WA Collection 330 295 12% 410,373 323,701 27% 87,555,405$ 71,867,174$ 22%Grand Total 3,902 3,349 17% 4,496,019 3,439,340 31% 812,555,277$ 618,097,809$ 31%
Gross Opportunities Opportunity Rooms Opportunity Revenue
HWS Association teamKim Napolitano
MDOS
Cultural
Courtney EisonDOS
Technology
Rocco LaForgiaDOS
Gov’t.
Amanda DentonDOS
Relig.
Sandra SchutropDOS
Unions
Christian JonesDOS
SEF
Dorothy CapsonDOS
Carnita ChopinDOS
Sally HectorDOS
F&B
Gina FarrisDOS
David Giger 1 Sr. DOS
Assoc. Key
Adria ManuelDOS
Ronnette PhillipsDOS
Mike GibsonDOS
Chris BoleyDOS
Brad SimmonsSales Manager
Health
Julie McWherterDOS
Karlene ReedDOS
Amy SilbertDOS
Sports
Mike HillSr. DOS
Hank PivarnikDOS
Jennifer EmersonSales Manager
Ashely EubanksDOS
LaSonya WhittCarnita; Julie; Matthew
Sheila EvansDOS
Shamillian MathisPartnership
Amanda
Faye FarzinPartnership
Hank
Nicole CrawfordPartnership
Christian; Gina
Barbara CheekPartnership
Jerry; Joni; Gail; Matt; Mike
Sonja CoatesPartnership
Carnita; Carol; Dorothy; Sally
Christie ComptonSales Manager
Int’l. Outbound (Assoc. – Cultural/ Relig./ Tech./ Gov’t./ SEF/ Sports; AMC)
Jeanne DeesDOS
Int’l. Outbound (Assoc. – Key/ Health/ F&B/ Unions; AMC)
Kristy HugginsSales Manager
1.Reports to Larry Luteran – SVP.
Debbie ShepardSales Manager
Rachael MartinezSr. DOS
Alexandra AebiPartnership
Mike H.-5 Key Acts.
Sonja CoatesPartnership
Adria; Rachael
DOSSr. DOS
Partnership
Sales Mgr.
Admin.
Mary GigerExecutive Director
Rebecca RicoOffice Admin.
Mary; Kim
Alicia CohensAdria; Ronnette; Sheila
Crystal WoodardKarlene; Rocco
Katy MuellerAnnie; Chris B.; Sandra
Tiffany WattersHank; Mike H.
Elaine ReidChristian; David
Jessica McGillGail; Mike G.; Rachel
Chanel SmithAmanda; Courtney
Mioara TacuDebbie; Jennifer; Kayce
©2014 Hilton Worldwide Confidential and Proprietary
Barbara CheekPartnership
Amanda-4 Key Acts.
Shamillian MathisPartnership
Courtney; Ronnette; Sandra
Jessica SnappPartnership
Rocco
Nicole CrawfordPartnership
Mike H.
Matthew StumpfDOS
Porschia AndersonDorothy; Sally
Mary LongAmy; Joni; Gina
Joni OppermanDOS
Annie GoffSales Manager
Peter MarhoeferPartnership
Hank; Mike H.
Jessica SnappPartnership
Amy, David, Julie, Karlene, Sheila
Association segment: What you should know
•Meetings are a way to serve and grow membership base •Do homework on the association’s mission•Education, certification, legislative, etc.•Values concessions which impact master account charges•Housing and attrition awareness•Master account rebates for transportation especially for citywides•Groups of all sizes, midsized meetings planned within 12-18 months!•Multi year groups are popular •Sports market is HOT!!!
How to work the association segment
• 72% short-term / 31% of revenue
• 28% future-term/ 69% of revenue
Government
Brand 2015 2014 Variance 2015 2014 Variance 2015 2014 VarianceCurio Collection 2 - - 2,406 - - 816,810$ -$ -Doubletree 401 277 45% 261,933 196,484 33% 36,257,343$ 69,934,834$ -48%Embassy Suites 236 153 54% 135,968 103,913 31% 17,811,321$ 53,486,442$ -67%Hilton Hotel 699 544 28% 654,973 553,272 18% 103,184,555$ 164,237,599$ -37%WA Collection 21 23 -9% 24,164 21,119 14% 4,696,274$ 4,076,720$ 15%Grand Total 1,359 997 36% 1,079,444 874,788 23% 162,766,303$ 291,735,594$ -44%
Gross Opportunities Opportunity Rooms Opportunity Revenue
Medical / Healthcare
Brand 2015 2014 Variance 2015 2014 Variance 2015 2014 VarianceCurio Collection 38 - - 67,988 - - 16,766,826$ -$ -Doubletree 381 169 125% 539,880 460,748 17% 80,248,022$ 66,985,305$ 20%Embassy Suites 197 107 84% 366,247 392,660 -7% 54,283,845$ 45,118,313$ 20%Hilton Hotel 1,349 618 118% 2,439,792 1,041,099 134% 460,096,019$ 295,767,899$ 56%WA Collection 87 43 102% 101,820 45,897 122% 29,128,109$ 18,757,519$ 55%Grand Total 2,052 937 119% 3,515,727 1,940,404 81% 640,522,820$ 426,629,035$ 50%
Opportunity RevenueGross Opportunities Opportunity Rooms
Scientific / Technology
Brand 2015 2014 Variance 2015 2014 Variance 2015 2014 VarianceCurio Collection 9 - - 16,910 - - 3,646,645$ -$ -Doubletree 98 14 600% 164,588 13,197 1147% 21,335,478$ 6,579,611$ 224%Embassy Suites 63 10 530% 157,773 19,309 717% 19,939,305$ 2,122,897$ 839%Hilton Hotel 210 119 76% 355,063 181,896 95% 62,893,382$ 52,836,116$ 19%WA Collection 14 7 100% 21,028 11,185 88% 5,865,696$ 2,842,183$ 106%Grand Total 394 150 163% 715,362 225,587 217% 113,680,506$ 64,380,807$ 77%
Gross Opportunities Opportunity Rooms Opportunity Revenue
Social, Education & Fraternal
Brand 2015 2014 Variance 2015 2014 Variance 2015 2014 VarianceCurio Collection 15 - - 18,044 - - 4,797,986$ -$ -Doubletree 244 237 3% 234,598 164,648 42% 34,916,501$ 39,629,898$ -12%Embassy Suites 178 168 6% 184,238 97,863 88% 24,149,779$ 19,367,679$ 25%Hilton Hotel 824 635 30% 1,226,654 813,028 51% 228,318,162$ 170,239,242$ 34%WA Collection 26 25 4% 30,639 16,113 90% 6,366,032$ 5,795,953$ 10%Grand Total 1,287 1,065 21% 1,694,173 1,091,652 55% 298,548,459$ 235,032,772$ 27%
Gross Opportunities Opportunity Rooms Opportunity Revenue
HWS Intermediary teamLisa Maggiore
Executive Director
April SmithSales Analyst
Lauren CorwinDOS
Kim SmithSr. DOS
Andrea GrassiDOS
Ulrich BaumeisterDOS
Rick NelsonSr. DOS
Kendahl RasnickDOS
Mari DarleyDOS
Christian WilkinsPartnership
Dina HumphreyPartnership
Aja BradfordPartnership
Corey ShindlerPartnership
Maggie BrownPartnership
Katie YiunPartnership
HB CD HPN EXP
Dwayne OliverPartnership
Note: 3P (Third Party Accounts); AMC (Association Management Center); CD (ConferenceDirect); EXP (Experient); HB (HelmsBriscoe); HPN (Hospitality Performance Network).
Partnership support for HB/CD is currently 40-300 peak room nights; 10-200 peak room nights for HPN/EXP; 100 peak room nights for all else.
Pref. Partnership IncentivesFull service 3P
Bob CarrSr. DOS
Preferred Partnership Accounts
Christie ComptonSales Mgr.
Int’l. Outbound
Jeanne DeesDOS - Int’l. Outbound AMC; HB; CD
Debby AshleyOffice Admin.
Lisa; Rick; Christine Dena ThomasJillian; Lauren
Rachel GorinAndrea; Kimberly; Mari
Jennifer HookerBob; Kendahl; Linda; Ulrich
DOSSr. DOS
Partnership
Sales Mgr.
Admin.
Joan PhillipsDOS - Int’l. Outbound 3P; non-HB; non-CD
Jillian CorbetsSales Manager
©2014 Hilton Worldwide Confidential and Proprietary
BCDM&I; Maritz
Linda HiltonSr. DOS
Christine FlemingSales Manager
Christian WilkinsPartnership
Ulrich
Bob CarrSr. DOS
Linda HiltonSr. DOS
Kendahl RasnickDOS
Rick NelsonSr. DOS
Kim SmithSr. DOS
Jennifer ArguelloPartnership
Andrea; Bob (Travel Planners); Kendahl (Mtg. Link/ ITA); Lauren
Rachel GorinPartnershipKim; Mari
Skylar JarvisInt’l. Partnership
AMC
HWS Luxury teamAnnette Dhein
VP
Karen McConvilleDOS
Claudine JelierDOS
Leslie McGregorDOS
Janet Ziegler HaganDOS
Cathy ReynoldsDOS
Dean AltvaterDOS
Cheryl JamesDOS
Laura BurkeDOS
John JeffreyDOS
John PunzenbergerDOS
Erin ReichertDOS
Key Accounts
Jerrod GoffSales Manager
Taylor WrightPartnership
Cheryl; Claudine; Janet; John J.; Karen; Laura; Leslie
DOSSr. DOS
Partnership
Sales Mgr.
Admin.
Michelle Thomas1
Office Admin.Lesley; Linda; John J.
1. Office Administrator for the Los Angeles, CA. office; administrative support to Linda Hilton - Intermediary, supports and reports to Lesley Brasesco .
Admin.(1/2)
Kim ThomssenCheryl; Janet; Leslie
Leigh MuhneyOffice Admin.
Annette
June ThompsonCathy; Dean
Diane WrightClaudine; Jerrod; Karen
Erika ReyesErin; John P; Laura
©2014 Hilton Worldwide Confidential and Proprietary
Catherine RosalesPartnership
Cathy; Erin; John; Dean
Hilton Direct teamTBA
Executive Director
David Vespucci
Marissa Dean Munira Shalwani
April Stewart Roel Cruz
TBD
Melissa Knight
Shay Tabera
Crina Popescu
Barbara Cheek Key Accts./ Gov’t./
Healthcare
Jessica SnappHealthcare/ Tech.
Faye FarzinSports
Nicole Crawford F&B/Unions/ Sports
Shamillian Mathis Gov’t/ Cultural/ Relig.
Kristen OliverProf./ Financial Svcs.
Alexandra Aebi Sports
Patty GonzalezTech./ Cons./ Manuf.
Karen CiccarelliPharma./Health
Rachel Gorin Inc./ 3Ps
Gloria CarmonaPharma./Health
Sonja Coates SEF
Amy VlachosProf./ Financial Svcs.
John EtzelCons./ Manuf.
Esmerelda SzymanskiPharma./Health
Dina HumphreyHB
Susan SalazarKey Accts.
Aja BradfordHB
Corey ShindlerHPN
Jenny ParkKey Accts.
Peter MarhoeferSports
Maggie Brown EXP
Katie Yiun HB
Jennifer ArguelloHB
Dwayne OliverCD/ Full Service 3P
Robert FensterInbound
Liz Brewton Partnership: 3P/ Int’l./ Luxury
Janet WilliamsTech./ Cons./ Manuf.
Taylor WrightLuxury
Admin.
Sales Representative
Sales Analyst
Association
Note: Inc. (Incentive)
Shirley TwineCorp/Luxury
Donnetta BowensAssoc/CorpNema Farzin
Office Admin.Diane; Liz; Robert
Brittany Jackson Intermediary/Assoc
Maria KharlovInbound; Receptionist
Marty Zeerino PedrozaIntermediary
Sharon GomezAssoc./ Corp.
Jana SamAssoc./Corp.
Catherine RosalesLuxury/ Corp.-Financial
Diane KaminksiPartnership: Assoc./ Corp.
©2014 Hilton Worldwide Confidential and Proprietary
Corporate
HWS Canada, Latin America,& International Sales TeamVito Curalli
Executive Director
Latin America US ISOCanada
Note: Partnership supports at 50 peak room nights or less.
Christina TorresJudy; Joan, Skylar
Monica CrawfurdDOS
Javier AguilarManager
Miguel HernandezDOS
Sandra McCauslandDOS
Silvina TrogoloManager
Ricardo SantosManager
Mary-Frances GingrasDOS
Carol LyleManager
Susan Lanc DOS
Teresa ReisManager
Rosanna SpinaManager
Christie ComptonSales Manager
3P; Assoc.
Rosalie BatistaSr. DOSCorp.
Jeanne DeesDOS
3P; Assoc.
Joan PhillipsDOS
3P; Corp.
Judy SirchiaDOSCorp.
DOSSr. DOS
Sales SpecialistSales Mgr. Admin.
Manager
Xiomara AtencioJavier; Gonzalo; Monica; Ricardo
Sharon Bolton Carol; Mary-Frances; Teresa
Larissa DelazariAlessandra; Bruno; Guilherme;
Rafaela; BTS Support
Manuela CroitoruChristie; Rosalie
Edna Rozo Miguel; Sandra; Silvina
Ellen BuchananJeanne; Rosanna; Susan
Shelley SantosOffice Manager
Vito
Gonzalo LedesmaManager
©2014 Hilton Worldwide Confidential and Proprietary
Alessandra RanieriManager
Bruno RibasManager
Rafaela Macedo
Manager
Skylar JarvisInternational Sales Specialist
Guilherme MoreiraMDOS
HWS Regional Accounts
Aarica AlexanderRegional Sales Executive
West
Patty StevensAssociation and Corporate
Regional Accounts Team Lead
Lisa KuehlerRegional Sales Executive
Southeast
Donna KelleyRegional Sales ExecutiveMid-Atlantic/ Midwest
©2014 Hilton Worldwide Confidential and Proprietary
Sasha PrinceRegional Sales Executive
Northeast
Barb ThavisRegional Sales Executive
Midwest
James AughtmanRegional Sales Executive
Southeast
2015
Umbrella and Preferred Agreements
Key Preferred and Umbrella Agreements• Amgen• Boehringer Ingelheim• Daiichi-Sankyo• Deloitte Services• GE• Genentech• JPMorgan Chase• Nestle• Novartis• PWC• State Farm• Wells Fargo• Cisco• Ernst & Young• BMS
• HWS Best Practices and Roadblocks!
• We can only truly succeed TOGETHER!
HWS Best Practices & Strong Points
• Site Support and VIP Client Interaction• VMT Strategy Calls• Negotiation Assistance• Active Engagement in the Closing Process• Assistance with Difficult Clients• HWS Special Events
HWS Need Areas and Road Blocks
• Lack of Response/Updates on Business• HD Follow-up and Interaction• Too Many HWS Involved; Account Owner, Luxury, 3P,
International• Lack of Lead Information/System Limitations• How to Communicate Hotel’s Needs, 1 of 4,300 Hotels• Feeling of Representing Customers Only
Thank You