RETENTION PROGRAM PROPOSAL

Date
From
For
Cc
Regarding

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Thursday, April 23, 2014

Front Office Manager
General Manager
SMM
Gift away for repeater & loyal guest

Reason
Due to competitive Hospitality Business Industry, Retention
Program has growing and becoming one of the many ways to maintain
business capabilities to gain hotel performance by giving gifts as a
form of appreciation to the Guest.

Purpose
To ensure that we will have loyal guest that inevitable back to stay in
our Hotel periodically and build a long lasting profitable and fruitful
relationship between us and the guest as part of promotion to maintain
business capabilities.

System Mechanism
Every 5th stay (accumulative) at our hotel, we will present different
gifts as a form of appreciations and symbols of give thanks to the
guest whom repeatedly choosing to stay at Gumilang Regency Hotel,
the more often one guest stays the merrier of gifts we will present to
the guest. The maximum of presenting the gifts for retention program
will be on the 30th visit which will automatically back to square one.
To ensure the success of this program 2-Foundation steps need to be
adhered from time to time, as follows:

Guest Orientation Focus

It is important in the first instance to confirm that the main

purpose of Guest Orientation is to gather useful information and
develop beneficial relationship
to help us in delivering an

appropriate plan and excellence service to satisfy the guest

needs to increase guest long-lasting satisfaction and to create
guest-loyalty.

Data Base system

We have to take into our account that the success of this
program is heavily dependent on collecting and analyzing guest
information as a Data Base which will be used as historical
information of how many nights and how much revenue a guest
has spent. Technology (Hotel System) takes major part to
automatically display of that information by merging all historical
information of guest as a measurement to perform this program.

Propose of gifts

5th Visit
10th Visit
15th Visit
20th Visit
25th Visit
30th Visit

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Gumilang Hotels Brand T-shirt

Gumilang Hotels Brand Umbrella
Luggage Tag
Gumilang Hotels Brand Table Clock
Voucher of ala carte at Irish Restaurant
Free Upgrade room to our Suite

Which after the 30th visit we will explain the guest that the counting will
be automatically back to square one.

Proposed by,

Octavian Iskandar
Front Office Manager

Approved by,

Artwin Bunardi
General Manager