1. 4th Housing Service Review Meeting Service Report
13 June 2017

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

3. 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

4. Financial Indicators
2016 more revenue than previous years (incl 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%

5. 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

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

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

8. 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
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
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

9. Context in Numbers Reservations and Cancellations
High number of cancellations
Individual reservations are done between days before foreseen arrival
Individual reservations tend to be cancelled 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.

10. 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.

11. 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.

12. 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

13. 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.

14. Harmonisation of Hotel Rules, New Structure

15. 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.

16. 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.

17. 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.

18. Group Reservation Implication Scenarios - 1

19. Group Reservation Implication Scenarios - 2

20. 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.

21. 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

22. 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.

23. 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 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.

24. 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

25. Many thanks for your attention!