RIU Hotels & Resorts _ Sustainability Report 2019

RIU Hotels & Resorts. The company Business model

The uniqueness of the RIU Hotels business model is that it is based on the premise of what is truly important: customer service and customer satisfaction. This information is vital in assessing the day-to-day running of hotels, what is done well, what needs improvement and where there are serious problems that have to be dealt with.

Activity

Resources

Partners Customers

Costs

Value

Objectives

Future

• Strengthen

• Hotel activity • Ownership of hotels • Centralised corporate management • Values of customer focus and quality ever since its foundation

• Employee payroll • Construction of new hotels, renovations and maintenance • Payment to suppliers and partners • Advertising, communication and HR

• Customer satisfaction • Relationship with guests through different communication, distribution or marketing channels.

• Tour Operators • Travel agencies and agents • Airlines

• 99 hotels • 3, 4 and 5 stars • City and resort • Meal plans: - Bed and breakfast - Half board - RIU all-inclusive service

• Type of traveller: - Resort - City • Type of tourism: - Leisure - Business • From all over the

• Accommodation in its resort and city hotels • And a wide range of food and beverage services • Entertainment services in some hotels

international expansion • Consolidate the RIU brand associated with quality and responsibility • Pioneering positioning in emerging travel markets • Maintain a business and asset management model which is different to others in the industry

world, mainly from Europe and America