The document outlines objectives for defining 5 smart objectives for guest services. It provides definitions for SMART objectives including being specific, measurable, achievable, realistic, and time-bound. It then provides two examples of smart objectives for increasing repeat customers/revenue and driving brand awareness/web traffic with specific, measurable, achievable, realistic, and time-bound criteria. The overall goal was to define 5 smart objectives for guest services within 75 minutes of the session.

2. Objectives
Set to deliver the Goal/Vision
Precise
Narrow
Quantifiable
Concrete
Short Range
Specific
Measurable
Achievable
Realistic
Time bound
S.M.A.R.T. Objectives

3. Today’s Objective
• Define 5 smart objectivesSpecific
• 5 objectives
• Smart
• End of session
Measurable
• Yes (average of 15 min/obj and the right team in
place!)Achievable
• Yes considering what we have already produced
(pillars, Kpi’s, All promesses)Realistic
• 1h15 minTime bound
Define during the
next 75 minutes,
the five 2019
smart objectives
for Guest
Services

4. Smart Objectives #1
E N G A G E C U S T O M E R S & B O O S T D I R E C T C H A N N E L S / P A R T N E R S H I P S R E V E N U E A N D C O N T R I B U T I O N
Specific
Measurable
Achievable
Realistic
Time bound
Increase the number of repeat customers and
repeat members by 6% by year end
Increase the direct hotel revenue (web direct +
generic contact center) by + 6,6% (+ 142,1M€ vs.
2018)

5. Smart Objectives #2
D R I V E A W A R E N E S S O F A L F A & A L F A U S P A N D I N C R E A S E D I R E C T C H A N N E L T R A F F I C
Specific
Measurable
Achievable
Realistic
Time bound
Increase 2019 total web sessions
by 7,6% yoy with no measurable
decline in Q4