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E-COMMERCE STRATEGIES FORHOTELS By: Safa Rahal Revenue & E-Commerce Manager Coral Suites Al Hamra Hotel

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CORAL SUITES AL HAMRABEIRUT, LEBANON 4 star hotel 38 rooms & 63 Suites 1 outlet, 1 meeting room & 1 ballroom Chain of Coral Hotels & Resorts Managed by (HMH) Hospitality Management Holdings Regional:Prepared By: Safa Rahal - Revenue & E-Commerce Manager

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CSH MARKET SEGMENT MIXDISTRIBUTION OF BOOKINGS (YTD) 2011 2012 Other Other 18% OTAs 17% 24% OTAs 32% BAR Brand Bar 20% Site 23% 12% Brand TAs Site TAs 10% 18% 26%Prepared By: Safa Rahal - Revenue & E-Commerce Manager

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CSH CONTRACTED OTA’SPrepared By: Safa Rahal - Revenue & E-Commerce Manager

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MANAGING & DISTRIBUTION All OTA’s are managed through an Online Distribution Management Software / XML Interfaced Inventory VS. Allotment InventoryPrepared By: Safa Rahal - Revenue & E-Commerce Manager

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ONLINE PROMOTIONSPrepared By: Safa Rahal - Revenue & E-Commerce Manager

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TRIP ADVISOR Guest Comments: Continuous monitoring Intercepting customer complaints as early as possible Instant corrective actionPrepared By: Safa Rahal - Revenue & E-Commerce Manager

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TOP RATING & VISIBILITYMAINTAINING THE “GOLDEN TRIANGLE” Sales Volume Availability Conversion (bookings per visitor) Cancellation % Profile Content Guest reviews Rate Parity Invoice PaymentsPrepared By: Safa Rahal - Revenue & E-Commerce Manager

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ENHANCING BRAND WEBSITE  Exclusive Promotions  Rewards & Loyalty Programs  Corporate event promotions  Business Listings through Trip advisorPrepared By: Safa Rahal - Revenue & E-Commerce Manager

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E-COMMERCE STRATEGY Exposure on new potential OTA’s Driving traffic to brand website Customer Satisfaction & positive reviews Exposure through Social MediaPrepared By: Safa Rahal - Revenue & E-Commerce Manager

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KEY ELEMENTS FOR A SUCCESSFULE-COMMERCE STRATEGY Employ all OTA’s & Social Media (Exposure, promote & Interaction) Continuous monitoring (Content, availability & rates) Focus on customer reviews – retaining customers & maintaining relationshipsPrepared By: Safa Rahal - Revenue & E-Commerce Manager

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Prepared By: Safa Rahal - Revenue & E-Commerce Manager