Beruflich Dokumente
Kultur Dokumente
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SynXis Central reservation System
CRM
Database of guests/prospects with 300 000
contacts & 230 000 e-mail addresses
Club 5C
11,550 Club 5C members, average
15 nights per year, special events at your
property
American Express
A brand in affinity with R&C, attracts new
guests, preferential rate negotiated with
American Express
Press and media relations
14 press offices around the world, press
coverage of 15.3 million.
Guide
600 000 copies, 4 million readers
6 languages : French, English, German,
Spanish, Italian and Mandarin
Richard Gere
Ambassador
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USA
27%
France
17%
United
Kingdom
13%
Canada
7%
Germany
6%
Switzerland
5%
Italy 4%
Spain 3%
Belgium 2%
Brazil 2%
Others
14%
TOP 10 Reservations origins 2010/2011
(Source SynXis)
R&C reservations
R&C Reservation and R&C Certificates generate
86.7 million for 400 properties i.e. 216 750 per
property ( increase of 29% for R&C Reservation and of
9% for R&C Certificates.)
The Roadmaps
350 000 copies: 6 versions
LAme & lEsprit
Our Art de vivre Magazine
60 000 copies and 2 versions of
the magazine
1 725 000 readers
www.relaischateaux.com
Available in 6 languages
550,000 visitors per month
www.grandschefs.com
Facebook & Twitter
24 000 fans and growing
Regional posts by our offices
2 000 followers on Twitter
iPhone application
Used every month by 25 000 people
75 000 Iphone Downloads
Additional info:
We organize about 75 events
worldwide per year
2012 / 2013
Return on Emotion
Relais & Chteaux is known as a unique collection of charming hotels and gourmet
restaurants around the world. But beyond that, Relais & Chteaux is an association that acts
on behalf of the worlds finest chefs and matres de maison - people who have devoted their
lives to serving and to offering their guests exquisitely crafted experiences. Relais & Chteaux
is neither a corporation nor a chain; it is a family. We are in the service of our members who are
themselves the proprietors of Relais & Chteaux properties. Our fundamental raison dtre
is to promote the success of our member properties by upholding the values and ideals
that we share. No other hospitality organisation in the world can make such a claim.
Imagine all the Relais & Chteaux as one, a beautiful library comprised of a collection of
Masterpieces united under a singular title a celebration of living well, naturally each author
has his own style and tells his own personal story of living well in his own way, in his own
natural and cultural surroundings, his tastes, his passions, but always, always from his heart.
Olivier Roellinger Les Maisons de Bricourt
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For my pleasure, Relais &
Chteaux has been my guide
for more than 25 years.
Robert Parker
The Wine Advocate (USA)
Joining Relais & Chteaux
doesnt just mean economic
benefits but above all pride
in joining a prestigious family.
Kazunari Nakamichi
new member 2009
Beniya Mukayu (Japan)
THE GUESTS EXPERIENCES
The Soul of the Innkeeper
The Taste of the Land
A Celebration
of the Senses
An Awakening to
lArt de Vivre
A Passport of Friendship
Relais &
Chteaux
offers you
awareness
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Relais & Chteaux
guarantees quality
The extraordinary character of Relais & Chteaux is attributable to an unrivalled alliance
of comfort and elegance. The worldwide level of quality achieved by its restaurants offers
gourmets the ultimate in culinary experiences. Nowhere else in the world you will find
such a selection of unique places associated with such refined dining. This is why we
invite all our customers and partners to the Relais & Chteaux hotels and restaurants.
Archie McLaren Chairman & Founder, Central Coast Wine Classic (USA)
Relais & Chteaux is the experience of hospitality and fine dining at its highest level
of excellence.
Derek Brown Former Director of the Michelin Guide
2012 / 2013 13
Quality
Membership Services
The same value for unique personalities
Our members share the same values and comply with the same Quality Charter, the Relais &Chteaux Quality Charter, which can not be
dissociated from the unique personality of each property.
The mission of the quality department
The mission consists in highlighting the specific features of each of our members and to assess all of the services through our different
inspection tools :
-Providing anonymous inspections - once every 3 years
A genuine guest experience by our team of inspectors followed by a report
-The Client : A daily inspection
Proper Relais & Chteaux Guest comment forms transmitted in real time to the members in order to optimise guest relations ;
followed by quaterly analyses
A recent collaboration with Trip Advisor
-Develop the Network and integrate the best properties
Grow the network not just in quantity but in quality.
Integrate top city properties as the gateway to the world of Relais & Chteaux.
Assure our properties reflect our ideals and deliver on the Unique Guest experiences.
The unique information center
A permanent link with your international office and the different departments of the Association
The staff take center stage
Securing the loyalty of our properties staff, promoting their mobility by creating professional Routes du Bonheur, attracting the best talents,
strengthening our links with young people are the activities that support recruitments.
Relais & Chteaux Day
The tailor-made training program dedicated to share our values and our guest experiences with our 22,000 properties staff all over the world.
Our recruitment site
2,000 adds posted and the possibility to consult daily 700 applications in our library.
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Relais & Chteaux
embodies a family spirit
Dear all,
Many thanks for your welcome during the 36th congress of Relais & Chteaux. It was our first
participation and we were impressed by the quality of your organization.
Also, we appreciated the quality of work done. We will do everything possible to deserve your
trust. It was for us a real enjoyment to discover South Africa and to join the great family of
Relais & Chteaux.
Le Doge, Casablanca
Dear President and members of staff,
I have been back from Cape Town for more than a week now and at last I have a minute to
thank you very much for the organization of the International Congress. I would like to express
my special appreciation for all the topics covered during the convention.
I have taken note of the values of the Relais & Chteaux family and I personally undertake to
share them with the entire team of the Relais Santa Croce: let me tell you that we are all very
proud to be a member of Relais & Chteaux!
I can promise you that we will do our very best to be a very active member of the Relais &
Chteaux family.
I would like to thank you again for your support, also on behalf of the Relais Santa Croce team
and remain, with best regards
Relais Santa Croce, Italy
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Feedback of new members after their first Congress
2012 / 2013
International Congress - Cape Town 2010
Expand our fellowship
Activate our tribe
Facilitate, strengthen
and empower
membership
Operate, structure
and lead smarter
Delegation Meeting & Networking
Looking boldly
towards
our future
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To be present
in the major cities
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Our goal:
To be the most attractive brand in the field of lifestyle hospitality, dining & travel services for
discerning travelers and passionate hoteliers & chefs
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DISCOVER THE WORLD
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CELEBRATIONS
ROMANTIC ESCAPES
PROFESSIONAL
MEETINGS LA
RELAIS & CHTEAUX
FOOD AND WINE
REST AND RELAX
SPECIAL INTEREST
The 7 Guests Promises
18 2012 / 2013
2011 / 2012
Relais & Chteaux
Terms & Conditions
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Which status can
you apply for ?
In accordance with the provisions of Article 6 of the Articles of Association there are two
membership statuses. A member can have either one of the two or both membership statuses.
2011 / 2012 20
Hotelier-Restaurateur
Relais & Chteaux
Chef-Restaurateur Grand Chef
Relais & Chteaux
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The Key Points
These points are based on extracts from the chapter entitled Conditions and
Procedure of Membership Applications of our Rules of Procedure as well as
the Quality Charter.
1. Any property applying for membership must have been in operation for
at least one year under the same owner-management company and/or
the same general manager of person in charge of the property.
However, the Board of Directors may approve the admission of a candidate
property that fully meets the Associations admission criteria if said property
has an opening period during which the necessary quality inspections can be
organised.
2. The candidate must comply with the Quality Charter of the Association
(please refer to the annex document) by accepting, more particularly
the founding values of the Association as well as the spirit and soul of
Relais & Chteaux.
3. He may not belong to any competing marketing organisation or hotel
chain of must several membership links to these chains once the
property has been admitted as a member of Relais & Chteaux.
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Provision of hotel services in conformity with at least
the standards of a 4-5-star or equivalent hotel which
meets our guests' expectations of excellence.
A high quality gourmet restaurant in conformity with
the other services provided by the property and in line
with the cultural habits of the country concerned.
The average number of rooms of a Relais & Chteaux
property is 30.
Specific terms and conditions
The Chef-Restaurateur status is granted to the chef intuitu
personae within the framework of the property in which he
acts
His cuisine must allow him to be recognised throughout
situations :
- an independent operator of a restaurant
- A chef in a hotel member property of Relais & Chteaux
The Grand Chef Relais & Chteaux must be present and
demonstrate their personal commitment
The experience of our guests in a restaurant of this
category cannot be limited to strict culinary performance.
The table art and the restaurant setting must be of the
highest standard in terms of the cultural traditions of a
country irrespective of the region in the world in which it is
located
Hotelier-Restaurateur
Relais & Chteaux status
Chef-Restaurateur Grand Chef
Relais & Chteaux status
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From Application to admission
If a property meets the terms and conditions of admission,
the following membership application procedure has to be followed :
1. PREPARATION OF THE DOSSIER
The Head Office of the Relais & Chteaux Association (58/60 rue de Prony, 75017 Paris, France)
must be sent a membership application dossier including the following :
A letter signed by the owner setting out the reasons why he wishes to become a member of Relais
& Chteaux.
A brochure of the property and documents presenting the property (press kit, photos,),
The characteristic features of the property mentioned diligently (geographical situation, unique
properties, history of the property,).
2. VERIFICATION OF THE TERMS AND CONDITIONS
Based on this dossier, the candidate will be informed whether his membership application will be
examined. In the affirmative, he will be asked to send us supplementary documentation, which will
be used to prepare his official membership application file. (Rules of Procedure Terms and
Procedures of Membership Application)
The application file includes a financial participation for the quality audit of 25 points (please refer to
the financial conditions)
The value of the point which is fixed every year by the Board of Directors is based on a reference
value of 72.79. The total number of points is multiplied by this reference value..
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3. SELECTION
The follow-up of the application file will be as follows:
In-depth review by the Board of Directors.
One or more anonymous and/or official quality audits.
A summary report.
An interview with the President to check the commitment
of the owner and the soul of the property, but also to ensure that the candidate intends to comply with the values of Relais & Chteaux.
4. DECISION BY THE BOARD OF DIRECTORS
The Board of Directors decides on the admission or rejection of applications on the basis of the documents in the application file, the
anonymous quality audit carried out and the interview with the President.
The candidates will be notified in writing of the decision taken by the Board of Directors as soon as possible.
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Admission
PRESENTATION
The new members are officially presented at the Relais & Chteaux Congress which takes place
every year in November when the international Guide is published.
CENTRAL RESERVATIONS AND OTHER SERVICES PROVIDED BY THE ASSOCIATION
After his admission, the new member can benefit from all services that the Association can provide
including the Central Reservation and Information Office, the gift certificates and special offers, the
website as well as marketing services taking into account the necessary time for training,
configuration and activation of the information in the different systems of the Association and its
subsidiaries.
PROPERTIES WITH MEMBERSHIP IN OTHER ORGANISATIONS
Properties, which are members of a competing marketing organisation, must send us a copy of their
letter of resignation. Membership of the Association excludes membership in any other hotel
marketing organisation. If the membership contracts signed with these organisations provide for a
period of notice before the resignation becomes effective, which means that the property remains a
member of that organisation during the period of notice, the property will nonetheless have the
possibility of becoming a member of Relais & Chteaux. It will use the period of notice to sever all
membership links to these organisations; this period may not, however, exceed two years. (cf.
Rules of Procedure, Article 8, Rule banning dual membership)
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Admission
THE OWNER GROUPS
Relais & Chteaux is an association of independent properties. Nonetheless, some of our member properties belong to owner groups which must
meet stringent terms and conditions*.
* If you wish to have more details on these terms and conditions, you can consult our Rules of Procedure, Duties of the Members, Article 8.
MEMBERSHIP AND QUALITY AUDIT
Within the framework of a regular quality audit of the services provided by the members all member properties of the Association are inspected at
least once every three years. A quarterly review of guest comment forms and the processing
of guest correspondence are additional quality tracking tools. Failure to comply with the quality criteria as established by these different tools and
procedures can result in a decision by the Board of Directors to exclude a member. This decision may also be taken if the different standards laid
down by the Association are not complied with.
FINANCIAL TERMS AND CONDITIONS
Please refer to the enclosed document for a simulation of your membership fees.
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Financial Conditions
One of the prerequisites to admission is compliance with the Financial Rules of Procedure
of the Association
I. THE CANDIDATE
A financial contribution to the costs of the application dossier, including the quality audit, in the
amount of 25 points.
II. THE MEMBER
1An admission fee
Payable within the first year
140 points for a HotelierRestaurateur Relais & Chteaux property.
(i.e.: EUR 10 190.60 without tax)
70 points for a ChefRestaurateur Grand Chef Relais & Chteaux property
(without rooms) with annual sales revenues of more than 2 million
(i.e.: EUR 5 095.30 without tax)
35 points for a ChefRestaurateur Grand Chef Relais & Chteaux property
(without rooms) with annual sales revenues of less than 2 million
(i.e.: EUR 2 547.65 without tax)
The admission fee may be paid in two instalments during the 12 months
following admission.
2A Guarantee Fund contribution
Payable within the first year
25.14 points payable on admission
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3A global annual membership fee
Calculation basis for the membership fee
Each hotel property is allocated 108 base points for calculation purposes. (i.e.: EUR 7 861.32 without tax)
a. A HotelierRestaurateur Relais & Chteaux property
Each property with rooms is allocated 4 supplementary points per room and 6 supplementary points per suite or apartment based on the
declarations transmitted through the annual information questionnaire for the next year, as returned by the members for the edition of the
Associations Guide.
Hotelier Restaurateur Relais & Chteaux member:
Example for a property with 20 rooms and 9 suites:
(108 + 4x20 + 6x9) X 72.79 = EUR 17 615.18 without tax
A HotelierRestaurateur Relais & Chteaux property which has also the ChefRestaurateur Grand Chef Relais & Chteaux status is
allocated another 15 points
HotelierRestaurateur member and ChefRestaurateur Grand Chef
Example for a property with 20 rooms and 9 suites:
(108 + 15 + 4x20 + 6x9) X 72.79 = EUR 18 707.03 without tax
b/ ChefRestaurateur Grand Chef Relais & Chteaux (without room)
A ChefRestaurateur Grand Chef Relais & Chteaux property whose sales revenues are above 2 million
(108 + 15) x 72.79 = EUR 8 953.17 without tax
For a ChefRestaurateur Relais & Chteaux (without rooms), subject to the submission of a declaration of annual sales revenues of less
than 2 million, the membership fee is reduced to 90 points:
90 x 72.79 = EUR 6 551.10 without tax
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4An annual delegation fee
The annual delegation fee represents 10% of the value of the global annual membership fee (see
item 3)
5 An advance payment on Congress participation fees
All members are obliged to participate in the annual congress during which the general meetings
take place. In this connection every member pays, together with the membership fees, an advance
in respect of the Congress fees which will be deducted from the participation fees.
The advance payment on Congress participation fees is fixed every year by the Board of Directors
and is based on a reference value of 14 points. (i.e.: EUR 1 019.06 without tax)
6 Participation in the Media Plan financing
Each year, every member of the Association are requested to participate in the Media Plan
financing. Thanks to that support, Relais & Chteaux obtained advertising space with a value of
more than EUR 3 million in 2009 and EUR 2.6 million in 2010.
a. For a HotelierRestaurateur Relais & Chteaux
The contribution is of EUR 50 per room.
b. For a ChefRestaurateur Grand Chef Relais & Chteaux (without room)
The contribution is of EUR 350 per property.
All the elements mentioned and invoiced are calculated on the basis
of a number of points.
The value of the point which is fixed every year by the Board of
Directors is based on a reference value of 72.79.
The total number of points is multiplied by this reference value.
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2011/2012
Fees and Commissions of the
Central Reservation System
of Relais & Chteaux
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Fees and Commissions of the
Central Reservation system
PROGRAMMING AND MANAGEMENT FEES
1 Programming fees
For 2010/ 2011: EUR 700 without tax per Member. These fees may be revised annually and will be
shown on the invoices.
2 Annual management fees
For 2010/ 2011: EUR 600 without tax per Member. These fees may be revised annually and will be
shown on the invoices.
TECHNICAL RESERVATION FEES
Call Centres
7% technical fees (Based on the price of the reservation/stay (rate loaded in the system)
GDS
5 % technical fees based on the price of the reservation/stay (price loaded in the system)
Website Relais & Chateaux (www.relaischateaux.com)
4% technical fees based on the price of the reservation/stay (price loaded in the system)
Online reservation system
(your Member website) Free of charge
Channel Connect
No reservation fees until the end of 2012
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COMMISSION
1) Business provider commission
Call centres, Maisons des Relais & Chteaux
The commission rate for business providers corresponds to the rate defined by the Member in the reservation system. It may not be less
than 8 % per room or 5 % for the packages (reservation without intermediary travel agent).
Relais & Chteaux website (www.relaischateaux.com)
The commission rate for business providers corresponds to the rate defined by the Member in the reservation system. It may not be less
than 8 % per room or 5 % for the packages.
Channel Connect
Commission negotiated in your contract with your partner.
2) As a reminder: commission for general sales agents and travel agents
This commission shall not be invoiced by the Distributor and must be settled separately by the Member.
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Table concerning the amounts to be paid to Relais & Chteaux
1
minimum amounts
There is never any double commission: travel agent commission + Relais & Chteaux business
provider commission; its either one or the other.
FINANCIAL FLOWS AND SETTLEMENTS
Voice
(telephone)
GDS
Internet
R & C
website
Internet
Personnal
website
Channel
Connect
Reservation fees 7 % 5 % 4 % Free of charge Free of charge
Commission for
travel agents and
business
providers
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8 %
(5 % per
package)
8 %
(5 % per
package)
8 %
(5 % per
package)
If travel agent
8%
(5% per
package)
Commission
negotiated in
your contract
with the partner
BUSINESS PROVIDER
Relais & Chteaux
GENERAL SALES AGENTS
Relais & Chteaux
AND TRAVEL AGENTS
Reservation fees
Invoiced by
Relais & Chteaux Reservations and
transferred to the reservation system
operator to cover technical expenses
Invoiced by
Relais & Chteaux Reservations and
transferred to the reservation system
operator to cover technical expenses
Commission
Invoiced by
Relais & Chteaux Reservations to
cover the marketing activities
Payment directly by the member to
the General Sales Agents of Relais &
Chteaux or the travel agents to
cover the marketing activities.
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