4th Housing Service Review Meeting Service Report 13 June 2017

Occupancy Rate Trend The usage of the capacity remains unchanged, with peaks at the same times over the year

Rooms out of Order (OOO) – Capacity Loss Generally very few rooms OOO Necessary technical interventions done very rapidly by Handy Man External interventions are followed up on closely Even with many more rooms available in 2016, Occupancy Rate still remains very high. Renovation bdg. 38 Renovation corridors bdg. 39 Highest possible capacity is assured

Financial Indicators 2016 more revenue than previous years (incl. 2013 which was a year with full capacity) 2016 more net earnings than previous years No price change over this period, and no change in service quality. Comparison Full Capacity Years 2013 2016 Difference in KCHF Difference in % Earnings in KCHF 1,520 2,279 759 50% Revenues in KCHF 5,488 5,697 209 4% Normalised Charges in KCHF 3,968 3,418 -550 -14%

Ticket Feedback: 01/06/16-31/05/17 Count of Tickets Feedback Per Functional Element - Housing Service (Total 1812 Tickets) 15% 15% 15% 15% 15% 74% Generally Very High Satisfaction rate, with 97% Very Satisfied or Satisfied

Paper Questionnaires Generally Very High Satisfaction rate, with 99% High or Fair for Cleaning and Reception Service Standard

Hotel Booking Rules Complex Incomplete Open for interpretation Harmonise Complete Increase clarity

Clarification of Rules – An Overview Large number of cancellations generates frustration and capacity waste. Groups reserving large numbers of rooms and using less than 10% of booked capacity capacity and resource waste. Other potential clients penalised (no rooms available when trying to book, having to go externally). Average number of No-Shows 53/month 2014-2016 Individuals showing up with friends or family members. Growing demand for minors to stay at hotel AIM Assuring that Hotel capacity is used optimally. Assuring fair distribution of capacity between stakeholders (Individual physicists, VIP, Council, Scientific Committees, HR and IR programmes, Visit Service, etc, etc). Assuring only persons entitled to stay at the Hotel do so. ISSUES ENCOUNTERED Example of Bloc Reservation N° of No-Shows 2014-2016   Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Total Monthly Average 2014 38 78 69 49 83 94 51 54 88 84 101 43 832 2015 45 41 40 46 35 24 47 65 29 483 2016 66 52 37 48 90 30 36 587

Context in Numbers Reservations and Cancellations High number of cancellations Individual reservations are done between 35-65 days before foreseen arrival Individual reservations tend to be cancelled 17-22 days before foreseen arrival Block reservations are cancelled 30 days before arrival Group reservations are cancelled by differents % up until 2 days before, with applicable penalties. Many rooms are blocked and released too late for other potential clients to profit for them.

Average Advance Reservation Time in Days Indication: Many Hotel users do multiple bookings, « just in case ». Impact: Very high cancellation rate, an no availbilty for other users.

Actual Used Capacity 2016 by Groups/Blocks and Individuals Due to advance reservation and cancellation patterns, there is still room for higher occupancy during certain months > 50% capacity is always available for individual hotel users It is in the interest of all stakeholders to choose low Occupancy Rate months for new requests/programmes These are the effective occupancy rates, not the bookings. The number in the report is average per month, not including week-ends. Certain days we reach 100% Occupancy.

Group/Block Capacity Use by Entity (Meyrin 2016) 315 Groups/Blocks in 2016 Group/Block requests emanate from 20 main entities Accounting for a total of > 34 k nights Representing 22% of Total Yearly Capacity Meyrin

Harmonisation of Hotel Rules, New Structure Eligibility criteria based on the CERN registration status and reason for visit whilst at CERN. The registration statuses are devided into three main groups: MPA and MPEs Externals (specific status needs to be mentioned since different rules apply) Non-registered Persons Applicable policies depend on reservation type i.e. "Individual", "Group" or "Block" reservation.

Harmonisation of Hotel Rules, New Structure

Reservation Types Definitions Types of reservations:   Any set of more than 8 rooms are considered as either a Group or a Block, and the appropriate policy is applicable. Individual Reservation: Reservations made for one individual. The individual is financially responsible and supplies a financial guaranty. Group Reservations: Reservations made for groups of individuals with known names. The organiser manages the group, remains the liaison person and supplies a financial guaranty, and remains financially responsible for the Group. Block Reservations: Reservation made for groups of individuals, whose names are not known. The organiser supplies a financial guaranty. A booking form to be completed for each individual in the block is sent to the organiser. The individuals fill out and send the form to the Hotel Reception. The individual supplies a financial guaranty. From this time, the individual becomes financially responsible.

Block Reservation Cancellation/Modification Policy Block Reservations are less flexible, but imply a lower financial risk for organiser. Block Reservation Cancellation/Modification Policy For the organiser: Beds not confirmed will be automatically released by 14:00 (CET) 30 days before the foreseen day of arrival. 100% of the initially reserved quota can be cancelled free of charge until 14:00 (CET) 30 days before the foreseen day of arrival.   For the guests (group members): Cancellation and modification is accepted free of charge until 14:00 (CET) 2 days before the foreseen day of arrival. Reduction of length of stay is accepted free of charge until 12:00 (CET) on the day of departure. In case of no-show the first night of the reservation is charged at 100% to the supplied means of financial guaranty. The rest of the stay is automatically cancelled by 12:00 (CET) on the day following the no-show.

Group Reservation Cancellation/Modification Policy Group Reservation allow for higher flexibility until maximum 2 days before foreseen day of arrival Guaranteeing availability of room close to arrival day has implications for other potential clients. Beds not confirmed with a name will be automatically released by 14:00 (CET) 30 days before the foreseen day of arrival. 100% of the initially reserved nightly quota can be cancelled free of charge until 14:00 (CET) 30 days before the foreseen day of arrival. 50 % of the confirmed nightly quota can be cancelled free of charge until 14:00 (CET) 15 days before the foreseen day of arrival. Any cancelled quota above 50% will be charged to the supplied means of financial guaranty. 25 % of the remaining confirmed nightly quota can be cancelled free of charge until 14:00 (CET) 7 days before the foreseen day of arrival. Any cancelled quota above 25 % will be charged to the supplied means of financial guaranty. 5 % of the remaining confirmed nightly quota can be cancelled free of charge until 14:00 (CET) 2 days before the foreseen day of arrival. Any cancelled quota above 5 % will be charged to the supplied means of financial guaranty. In case of cancellation of the remaining confirmed quota occurring between 14:00 (CET) 2 days before the foreseen day of arrival and the end of the booked period, 100% of the cancelled quota will be charged to the supplied means of financial guaranty.

Group Reservation Implication Scenarios - 1

Group Reservation Implication Scenarios - 2

Conclusions The capacity of the hotel could be better used. Certain user patterns for both individuals and groups/blocks influence the availability of rooms. Stricter application of existing rules, and introduction of group booking and early departure policy is necessary. It is in the interest of all stakeholders to ensure that the rules are followed. It is important to communicate to Hotel users the importance of not making multiple unnecessary reservations.

Minimum Age of Guests NB: No minors are allowed in Foyer Schuman Below the age of 18 - NO except for: School groups visiting CERN - minimum age 16 years. In line with OC 2. The teacher is responsible for the group and has to stay at the CERN Hotel. One teacher is required per 15 students. For trainees between 16 and 18: under the following conditions: Copy of «Responsabilité Civile» insurance. Written parental agreement. CERN supervisor shall be the garant and shall sign the code of conduct in person with the trainee.   NB: No minors are allowed in Foyer Schuman

Maximum Time of Stay on CERN Site Due to legal constraints, no person is allowed to stay at the CERN Hotel on the Meyrin site for more than 90 days in a period of 6 consecutive months. Report created to identify the persons who risk going over this limit. These persons are contacted and warned about their potential situation.

Continued Service Improvements CERN Hotel Renovation of remaining floors of corridors bdg. 39 (painting, carpets, lighting). Renovation of reception area and front desk. All pillows have been renewed. Kitchens: Many items have been replaced and are continously renewed as necessary. Improved security: Procedure for abondoned luggage. Security Cameras installed. Storage rooms emptied of old furniture. Finalisation of booklets for rooms. Improvement of standardised/simplified client e-mail templates for improved efficiency. CERN Apartments Many items have been replaced (vaccuum cleaners, ironing boards, kitchen items, etc.). Old worn out items have are being removed (old rugs etc). Continous maintenance between each rental period.

Renovation Bdg. 38 B38 renovation project not going to be implemented in 2019 as planned due to budget constraints. Identification ongoing of feasible work to consolidate the building and keep it in an operational state as long as possible. Priorities are: Safety (gap analysis between current state, and compliance with regulations) Renovation of common facilities (showers, toilets) Cosmetics (paint, carpets, etc.) Shared rooms (improve the rooms with bunk beds, and try to increase capacity) Increased free floor space for ease of circulation Improved intimacy with curtains and panels around beds Increased, personal lockable storage space

Many thanks for your attention!