Americas Brand Operations Winning in Sleep

Winning in Sleep:
Approved Mattresses &
Mattress Replacement
Standards
Americas
Brand
Operations
© 2015 IHG Proprietary information
Not for onward distribution
Sleep is a hospitality fundamental
IHG HAS DEVELOPED A VISION TO WIN
“YOUR LIFE IS A REFLECTION OF HOW YOU SLEEP,
AND HOW YOU SLEEP IS A REFLECTION OF YOUR LIFE.” *
1
2
3
Sleep Quality is critical to the hotel stay
experience and selection process…
…and the general public is starting to care
a lot more about sleep.
We have an opportunity to improve our delivery of
a consistent high-quality sleep experience.
We have a
vision for
proving to
the guest that:
We are the place for the Best Night’s Sleep
* Dr. Rafael Pelayo, Stanford Center for Sleep Sciences and Medicine
What impacts sleep experience most::
Noise
Mattress
HVAC/PTAC
Pillows
Light
Temperature
Clean/Scent
Addressing mattress comfort and consistency
IHG HAS TWO PRIORITIES
Deliver
a more
consistent guest
experience;
Provide greater
“value for quality”
for owners
Remove
poor mattresses
from the estate;
Establish
reasonable &
objective criteria;
Impacts timeline
for rollout of
approved
Preferred Mattress Selection
IHG HAS TWO PRIORITIES
Deliver
a more
consistent guest
experience;
Provide greater
“value for quality”
for owners
Remove
poor mattresses
from the estate;
Establish
reasonable &
objective criteria;
Impacts timeline
for rollout of
approved
Approved Mattress Selection Overview
IHG AMERICAS BRAND OPERATIONS
Project Objectives
1
2
3
Outcome
Identify Superior Quality, High
Performing, & Consumer Preferred
Mattress(es) for the Americas estate
Deliver improved Owner Value when
procuring mattresses for their IHG
hotels through pricing and enhanced
warranty and/or terms
Improved consistency of guest
experience across our brands and IHG
through consolidated and aligned
mattress options
1-2 Suppliers
Current
27
Options
Future
vs.
1-2
Options
Approved Mattress Selection Timeline
IHG AMERICAS BRAND OPERATIONS
Jan
Feb
Process
Insights
• State of the IHG
Estate: HeartBeat,
performance data
by brand
• Winning In Sleep
Prioritized –
mattress identified
as key element
Mar
RFP /
Testing
Apr / May
Warehouse
Testing
Jun
Preparation
for In-Hotel
Testing
• Mattress education • “Flop Tests” 30
– commercial,
onsite interviews
• 3 Mattress
―
3 Mattress
residential trends
suppliers design a
Comfort tests
• Evaluated 7
pillow top and a
―
1 Mattress
mattress suppliers
plush mattress for
Appearance test
• Consumer Insights
Sleep Solutions
online mattress
Room Test
focus groups
July / Aug
Consumer
Testing
• 160 Test
mattresses
deployed to Sleep
Solutions test
hotels; 60-90 day
testing period
• Competitive
landscape reassessment
Aug / Sept
Stakeholder
Touchpoints
• Owner Task Force
input
• Feedback from
− Brands
− D&C
− Operations
− Insights
− Procure-ment
Impact on Next Steps
Vendor Negotiations
• Need for
Mattress Option
Consolidation
• Need for defined
Mattress
replacement
process
• Move forward with
3 national brands
with strong
distribution
capabilities for
testing
• Identified height
and preferred
mattress feel
specifications
• Need for hotel
consumer testing
of newly created
mattresses
• In-hotel consumer • Findings from
Consumer Testing
testing results will
• Mattress
inform vendor
Selection and
negotiations
Terms
Negotiation
IHG Approved Mattresses
US & CANADA
Brands
Approved Mattresses
US Set Pricing**
QUEEN
KING
14 inch
Pillow Top
•
Simmons® - Beautyrest® Black Napa Lux
Firm Pillow Top
$440
$570
15 inch
Pillow Top
•
Simmons® - Beautyrest® EVEN Hotels
Pillow Top
$435
$575
•
Simmons® - Beautyrest® Recharge Nightfall
for IHG Pillowtop
$354
$469
•
Sealy® - SleepSoundly Deluxe for IHG
Pillow Top
$350
$470
•
2 Sided Option: Simmons ® Beautyrest®
Evening Whisper for IHG Pillowtop
$389*
$509*
•
Sealy® - SleepSoundly for IHG Plush
$340
$460
•
Simmons® - Beautyrest® Recharge
St. Chapelle for IHG Plush
$344
$459
2 Sided Option: Sealy® - SleepSoundly for
IHG Plush*
$369*
$491*
$364*
$479*
13 inch
Pillow Top
13 inch
Plush
•
•
2 Sided Option: Simmons® Beautyrest®
St. Chapelle 360 for IHG Plush*
NOTES: (1) * Not preferred option (2) ** Canada pricing and additional specification available on IHG Design Connect (3) Mattresses are one-sided unless
otherwise noted (4) Ordering available through IHG Marketplace and supplier direct (5) MLAC Approved Mattresses TBC by Jan 2016
Mattress Replacement Standards
IHG HAS TWO PRIORITIES
Deliver
a more
consistent guest
experience;
Provide greater
“value for quality”
for owners
Remove
poor mattresses
from the estate;
Establish
reasonable &
objective criteria;
Impacts timeline
for rollout of
approved
Mattress evaluation criteria
TYPES OF
EVALUATION
CRITERIA
Condition
HeartBeat
Age
New Criteria
© 2015 IHG
FAILURE FOR A SPECIFIC MATTRESS TESTED
Sag (1”)
Noises (squeaks, creaks)
Corners crimped or low, fold
or crease when depressed
Holes, tears and stains
(allow for cure options)
Mattress > 2 years post warranty
(avg. warranty 10 years)
Mattress > 5 years old and less
than 10” high (allow cure options)
AUTOMATIC FAILURE OF ALL MATTRESSES
Rolling 12 Month Mattress Comfort Score < 74 (using Top 3 Box approach)
Mattress test and replacement approach
TESTING
STANDARD QUALITY EVALUATION
Hotel Standard
Specialist tests 5 rooms
If 2 or more
mattresses fail
Test 5 additional
rooms (10 total)
If 6 or more
mattresses fail
Test 10 additional
rooms (20 total)*
REPLACEMENT
TOTAL FAILED MATTRESSES
REPLACEMENT APPROACH
EXAMPLE
1-2 fail
Replace failed mattresses only
1 fails, replace 1
2 fail, replace 2
3-5 fail (of 10 tested)
Replace half of the failure rate
4 of 10 fail (40%), then replace
20% of all mattresses
6-20 fail* (of 20 tested)
Replace the failure rate
10 of 20 fail (50%), replace
50% of all mattresses
© 2015 IHG
*For hotels <90 rooms, inspections capped at 15 mattresses. For hotels >300 rooms, inspection increased to 30 rooms. One mattress per room tested.
Questions
For questions, please contact:
warm@ihg.com
1-800-325-WARM
For more information on the IHG Approved Mattresses, please visit:
www.ihgdesignconnect.com
Password: IHG2016
Manufacturer Mattress Information
Two-sided options