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Royal Hotels & Resorts: brendingi klientis momgebianobisa da sasicocxlo drois Rirebulebis gasazrdelad winasityvaoba daaxloebiT 25 welia, rac Royal Hotels & Resorts (Royal), kerZo sastumroebis menejmentis kompania, cdilobs Seiqmnas luqsis tipis sastumros reputacia. brendi Royal-i ar iyo cnobili. igi ar moixsenieboda reklamebSi da mas mxolod sastumros sferoSi dasaqmebuli profesionalebi icnobdnen. 2004 wlis dasawyisSi, gayidvebis gazrdis mizniT, kompaniis axali prezidenti jon skoti da marketingisa da gayidvebis vice-prezidenti roland buloni brendingis axal strategias ganixilavdnen. rogorc buloni aRniSnavda: “droa Royal-i namdvil brendad vaqcioT. igi unda gamoviyenoT nebismieri komunikaciisas da yvela Cveni sastumro am saxelis matarebeli unda gaxdes. es stimuls miscems stumrebs airCion Royal -is sastumro sxvadasxva qalaqSi mogzaurobisas“. amasTan, skoti da buloni, imazec fiqrobdnen, Tu ramdenad unda ganeviTarebinaT es “qolga” brendi, raTa ziani ar mieyenebinaT TiToeuli individualuri brendis mqone sastumros TviTmyofadobisaTvis. kompaniis istoriidan kerZo kompania Royal Hotels & Resorts Seiqmna 1979 wels Trust Estate-is mier. pirveli sastumro, romelic samarTavad aiRo am kompaniam iyo Turtle Greeki, romelic gaixsna 1980 wels dalasSi. sastumro ganTavsebuli iyo Zvel, did sacxovrebel saxlSi. mniSvnelovani samSeneblo da saremonto samuSaoebis Semdeg igi gardaiqmna msoflio donis sastumrod. male mas daemata britaneTis virjiniis kunZulebze arsebuli sastumro Big Bay da axlad aSenebuli sastumroebi The Lanes-i londonSi da Las Vantana mexikoSi. am aqviziciebis Sedegad Royal Hotels & Resorts- i gaxda unikaluri, ultra-luqsis tipis sastumroebis qseli, rac ganasxvavebda mas konkurentebisagan. 2003 wlisaTvis Royal Hotels & Resorts –i moicavda msoflios sxvadasxva qveyanaSi funqcionirebad 12 sastumros 1513 oTaxiT. yvelaze iafi nomeri Rirda $120 da yvelaze Zviri $9,000. am wels Royal-is sastumroebSi gaCerda 115,000 stumari. Royal -s konkurencias uwevdnen ori jgufis, luqsis tipis sastumroebi: pirveli, korporaciuli brendis mqone sastumroebi: Ritz-Carlton-i, Four Seasons, St. Regis-i, One&only da Mandarin Oriental-i. meore, individualuri brendis mqone unikaluri sastumroebi: Auberge, RockResorts da Orient-Express (ixileT cxrili 1 da 2).

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individualuri brendi/koleqciuri strategia gansxvavebiT korporaciuli brend modelisa, rasac umetesi luqsis tipis sastumroebi iyenebdnen, Royal-i flobda da marTavda unikaluri sastumroebis ”koleqcias”, romelSic TiToeul maTgans gaaCnda sakuTari saxeli an brendi. TiToeuli sastumro gamoirCeoda orginaluri arqiteqturiT, interieriT da kulinaruli koncefciiT, rac gamoxatavda adgilobrivi mosaxleobis zne-Cveulebebsa da kulturas da qmnida Royal is ”Sense of Place” (adgilis SegrZnebis) filosofias. skoti aRniSnavda: ”is, rac uzrunvelyofs Royal -is gamorCeulobas aris misi TiToeuli sastumros unikaluroba. brendingis strategia, romelsac Cven viyenebdiT yovelTvis emyareboda ”A Sense of Place®” –is koncefcias. TiToeli Cveni sastumros menejmenti gamudmebiT eZebda da iyenebda yvelafer imas, rac unikaluri da damaxasiaTebeli iyo konkretuli adgilisaTvis. adgilobrivi menejerebis gunds gaaCndaT imis unari, rom uzrunvelyoT ”A Sense of Place®” dawyebuli stumrebis gansxvavebuli miRebiT damTavrebuli menius dizainiT”. gasuli saukunis 90-ian wlebSi Royal -is menejerebi darwmunebulni iyvnen, rom TiToeuli sastumrosaTvis individualuri brendis an koleqciuri strategiis gamoyeneba iyo mZlavri berketi imisa, rom moexdinaT Royal -is sastumroebis diferenciacia da gamoerCiaT isini korporaciuli brendis mqone konkurenti sastumroebisagan. individualuri brendis an koleqciuri strategiis gamoyeneba niSnavda imas, rom TiToeuli sastumto stumrebs Tavisi brendiT izidavda, Tumca isini aseve moixseniebodnen Royal -is sareklamo kampaniebSi. Royal - is brendi iyo ”soft-i”(rbili) da ara ”momabezrebeli.” Royal -is logo ganTavsebuli iyo umeteswilad meorexarisxovan sagnebze. magaliTad, tansacmlis Camosakideblebze da sakancelario produqciaze, xolo abazanis xalaTze da pirsaxocze, romlebic aseve suveniris saxiT iyideboda maspinZeli sastumros logo iyo gamoxatuli. sastumroSi telefoniT darekvisas ver gaigonebdiT Royal -is saxels. axali saukunis pirvel wlebSi Royal -is reklamebSi moixsenieboda yvela sastumro, Tumca Royal -is logo kvlav meorexarisxovani darCa. individualuri brendis SezRudva 2003 wlis aprilSi kompaniis prezidentad dainiSna jon skoti, romelsac daevala Royal -is brendis ganviTareba. skotma icoda, rom am brends gaaCnda dabali cnobadoba da stumrebi ver ixsenebdnen mas. miuxedavad, amisa, skoti Tvlida, rom Royal -i iyo gamouyenebeli aqtivi. skoti aseT daskvnamde mivida: ”roca stumrebi eZeben Royal -is sastumros isini ver xedaven kavSirs am saxelis qveS gaerTianebul sastumroebs Soris. luqsis tipis sastumroebs Soris arsebul mwvave konkurenciis pirobebSi ki sakmaod Zneli iyo Royal -is pozicionireba’.

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direqtorTa sabWos Tavmjdomarem, filip maritzma, kidev ufro saeWvod daayena Royal -is pozicionirebis sakiTxi individualuri brendebis mixedviT. ” Cven saTanadod ar vafasebT korporaciuli brendebis, rogorc statusis mniSvnelobas. dRes, luqsis tipis sastumroebis bazarze daxvewili gemovnebis klientebis umetesoba ufro did mniSvnelobas aniWebs ara gansxvavebulobas, sastumroebis eqskluziur ”koleqcias”, aramed korporaciul brends. brendis pozicionirebis arsebuli strategia mniSvnelovnad zRudavs Cvens bazars”. korporaciuli brendingi Royal Hotels & Resorts Zalian dabali cnobadoba gaaCnda. Strategic Marketing Solutions-is mier 2003 wels Catarebulma kvlevam aCvena, rom momxmareblebis umetesoba ar icnobda am brends da imaT, vinc icnobda sityva Royal –i gagebuli hqonda turistuli agentisagan. miuxedavad amisa, skoti did imedebs amyarebda Royal –ze. ”me minda gadaviRo AmanResorts-is modeli da Sevqmna ’ Royal Junkies’ (Royal –ze narkomaniviT damokidebulebi), romlebic mxolod Royal -is sastumroebs dauwyeben Zebnas. AmanResorts –i iyo luqsis tipis sastumroebis menejmentis kompania korporaciuli brendiT. misi ZiriTadi klientebi sakuTar Tavs eZaxdnen ’Aman Junkies’ da amayobdnen maT mier arCeuli sastumroTi. AmanResorts –i stumrebs izidavda Zalzed wynari garemoTi. Tavazobda maT jansaR, msubuq saWmels da mineralur wylebs. sastumros TanamSromlebi iyvnen gansakuTrebiT yuradRebiani. miuxedavad imisa, rom 2003 wels, Aman-is 15 sastumroSi mxolod 500 oTaxi iyo, stumarTa ricxvma, romlebic kvlav daubrundnen am sastumros 100,000 gadaaWarba. skoti Tvlida, rom SesaZlebeli iyo Aman-ze ukeTesi Sedegebis miRweva. imisaTvis, raTa daedgina Royal –is stumrebs Soris brendis cnobadobis gazrdis SesaZleblobebi, skotma daiwyo maTi Cvevebisa da profilis Seswavla. kompania, romelic yovelwliurad agrovebda monacemebs stumarTa Sesaxeb 12 individualuri sastumros menejmentis sistemiT, gadaerTo monacemTa avtomatur Segrovebaze, dajavSnis centraluri sistemis saSualebiT. Seiqmna erTiani globaluri, moqnili monacemTa baza yvela sastumrosaTvis. bulonma aRniSna: ”stumrebis amomcnobi Cveni tradiciuli servisi saSualebas iZleoda dagvedgina magaliTad Tu rogori tipis baliSi mogvemzadebina stumrisaTvis. exla informacia gagvaCnia imis Sesaxebac, Tu ra Tanxa daxarja stumarma oTaxze, saWmelze, sasmelebze da sxva servisebze Royal –is nebismier sastumroSi yofnisas. sul male Cven gavaerTianebT am monacemebs stumarTa preferenciebTan da SevqmniT TiToeuli stumris srulyofil profils. es ki SesaZleblobas mogvcems gavafarTovoT klientebis preferenciebis gaTvaliswinebis programa erTiani brendis mixedviT. stumarTa konsolidirebul monacemTa analiziT miRebuli pirveladi Sedegebi miuTiTebdnen imaze, rom stumarTa 40%-i ganmeorebiT gaCerda Royal -is zogierT sastumroSi da mxolod 5%-i gaCerda Royal -is erTze 3

met sastumroSi. aseTi dabali procenti damaxasiaTebeli iyo luqsis tipis sastumroebis segmentisaTvis, sadac erTi vizitisas daxarjuli Tanxa sakmaod didi iyo, loialuroba damokidebuli iyo sastumros specifikaze da wlis ganmavlobaSi ganxorcielebuli vizitebis raodenoba rogorc wesi erTs an ors Seadgenda. maSin roca, am tipis erT sastumroSi ganmeorebiT Cerdeboda stumarTa 40%-i 1 , individualuri brendis an erTi brendis qveS gaerTianebul sastumroebSi ganmeorebiT mosul vizitorTa 2 procentuli maCvenebeli meryeobda 5 dan 10 mde, xolo korporaciuli brendis mqone sastumroebSi 10 dan 15 mde. Rosewood-is menejmentisaTvis aSkara iyo, rom arsebobda ganmeorebiT mosul vizitorTa maCveneblis gazrdis SesaZlebloba. stumarTa wasaxaliseblad, raTa isini erTjer metad mosuliyvnen Royal is sastumroSi ganixileboda ori saSualeba: pirveli, stumarTa xSirad gaCerebis programis da meore, korporaciuli brendingis gamoyeneba. bazarze arsebuli situaciis da konkurentebis analizis Sedegad menejmentma upiratesoba korporaciul brendings mianiWa. brendingis axali strategia klientis sasicocxlo drois Rirebulebis gasazrdelad 2003 wlis bolos skotma da bulonma daiwyes fiqri korporaciuli brendingis Sesaxeb. maT gansxvavebuli midgoma hqondaT. buloni mxars uWerda korporaciuli brendingis strategiis dauyovnebliv ganxorcielebas. misi azriT Royal -is brendi sastumros individualuri saxelis win unda yofiliyo gamotanili. magaliTad, Royal Al Baisaliah Hotel an Royal Big Bay. ”Cven Zalian karg brendze ”vzivarT.“ adamianebs, visac gaugiaT Royal -i uyvarT igi. gansxvavebiT One&Only Resorts-isagan Cven ar gvWirdeba brendis Tavidan Seqmna. saWiroa mxolod misi cnobadobis gazrda“. amasTan mas miaCnda, rom sruli masStabiT korporaciuli brendis gamoyeneba dakavSirebuli iyo garkveul riskTan. Royal -is wina planze warmoCenas SeiZleba daefrTxo zogierTi stumari gansakuTrebiT iseT cnobil sastumroebSi rogoric iyo The Barlyle an Turtle Greek. praqtikulad brendingis axali strategiis gamoyeneba niSnavda imas, rom Royal -is brendis figurireba unda momxdariyo yvelgan da yvela operaciis Catarebisas, dawyebuli telefoniT misalmebidan damTavrebuli saabazanos aqsesuarebiT.

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Tu mimdinare wels X sastumroSi gaCerda 10,000 stumari, romelTagan 4,000 igive sastumroSi iyo gaCerebuli gasul wels, maSin ganmeorebiT mosuli vizitorebis % iqneba 40. 2 Tu X brendis mqone sastumroSi mimdinare wels gaCerda 100,000 stumari, romelTagan 5,000 iyo gaCerebuli igive brendis sxva sastumroSi, maSin ganmeorebiT mosuli vizitorebis % iqneba 5.

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skotma ar icoda Tu ra doneze unda ganeviTarebinaT Royal -is brendi ise, rom SeenarCunebinaT TiToeuli sastumros unikaluroba da individualuroba. buloni aRniSnavda: ’’sastumroebis menejerebs araerTgvarovani Sexeduleba aqvT Royal -is, rogorc korporaciuli brendis gafarToebaze. isini ufro metad ixrebian sakuTari sastumros individualuri brendis gamoyenebisaken, gansakuTrebiT maSin, roca igi Zlieria. zogierTi menejeri korporaciul brendingSi damoukudeblobis dakargvis saSiSroebas xedavs“. korporaciul brendingis ganxorcielebas mowinaaRmdegebi hyavda ara marto menejerebs, aramed stumrebs Sorisac. skotsa da bulons undodaT daeTvalaT Semosavlebi da xarjebi, raTa darwmunebuliyvnen imaSi, rom klientis sasicicxlo drois Rirebuleba gadawonida Royal -is fromouSenTan dakavSirebul marketingul da operaciul xarjebs. amisaTvis maT SeimuSaves cxrili klientis sasicocxlo drois Rirebulebis dasaTvlelad, Royal -is, rogorc korporaciuli brendis gamoyenebis SemTxvevaSi. cxrilSi Setanili iqna cxra finansuri da operaciuli maCvenebeli, raTa ganesazRvraT Royal -is korporaciuli brendingis strategiis gavlena erTi stumridan miRebul mogebaze. gakeTda Semdegi daSvebebi: 1. Royal -is sastumroebSi ganmeorebiT mosul vizitorTa procentuli maCvenebeli unda gaormagebuliyo da gamxdariyo 10%; unda gazrdiliyo erTi stumris mier erTi wlis manZilze sastumroSi vizitebis saSualo raodenoba 1,2 dan 1,3 mde; aseve unda gazrdiliyo ganmeorebiT mosul vizitorTa saerTo raodenoba. miuxedavad imisa, rom am iniciativebiT mosalodneli iyo axal stumarTa raodenobis zrda, analizis simartivisaTvis stumarTa raodenoba wlis manZilze ar iqna Secvlili da darCa 115,000. 2. korporaciuli brendingis ganxorcielebisaTvis saWiro iyo $1 milionis daxarjva marketingze da operaciebze. bulons Wirdeboda klientis sasicocxlo drois Rirebulebis daTvla da prognozireba momavali eqvsi wlisaTvis, rogorc korporaciuli brendis gamoyenebiT, aseve mis gareSe. aseTi Sedareba saSualebas miscemda mas daedgina korporaciuli brendingis gavlena erTi stumridan miRebul mogebaze. korporaciuli brendingis gamoyenebas bevri mowinaaRmdege hyavda. miuxedavad amisa, skoti darwmunebuli iyo, rom gadawyvetileba korporaciuli brendingis gansaxorcieleblad unda yofiliyo miRebuli. Royal -is direqtorTa sabWo unda Semdgariyo 2004 wlis ianvris bolos, raTa ganexilaT samomavlo gegmebi. skotma icoda, rom sxdomaze gansaxilvelad unda gamoetana strategiuli da finansuri argumentebi. kiTxvebi diskusiisaTvis:
1. 2. 3. ratom ganixilavs Royal-is menejmenti brendingis axal strategias? ra dadebiTi da uaryofiTi mxareebi aqvs individualuri brendidan korporaciul brendze gadasvlas? korporaciul brendingze gadasvliT gaizrdeba Tu ara klientis sasicocxlo drois Rirebuleba?

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cxrili 1. Royal-is konkurentebi
SerCeuli luqsis tipis sastumroebi sastumroebis ricxvi 1996 wels sastumroebis ricxvi 2003 wels sastumroebis ricxvis namati zrdis % 1996-2003 wlebSi

korporaciuli brendis sastumroebi
Four Seasons Ritz-Carlton Faimont Park Hyatt Mandarin Oriental St.Regis/Luxury Collection One&only Regent Peninsula Raffles saSualo 38 30 25 13 9 5 0 6 5 1 13 58 52 46 21 19 9 9 9 7 5 24 20 22 21 8 10 4 9 3 2 4 11 53% 73% 84% 62% 111% 80% n/a 50% 40% 400% 85%

individualuri brendis sastumroebi
Orient Express Royal RockResorts Rocco Forte Auberge Dorchester saSualo 13 6 6 0 1 2 5 25 12 10 8 5 4 11 12 6 4 8 4 2 6 92% 100% 67% n/a 400% 100% 120%

cxrili 2. Royal-is konkurentebis maCveneblebi
2001 Royal Hotels&Resorts 2002 $334 61% $204 1,714 $289 65% $187 15,433 $233 66% $154 16,566 $286 59% $168 2,104 2003 $351 62% $217 1,513 $299 62% $185 15,726 $231 66% $152 18,347 $340 54% $184 2,177

saSualo dRiuri tarifi (ADR)* gamoyenebis koeficienti (Occupancy Rate) Semosavali erT arsebul oTaxze (RevPar**) oTaxebis raodenoba
Four Seasons Hotels

$344 57% $197 1,859 $287 65% $187 14,598 $250 67% $167 14,826 $276 63% $173 1,914

saSualo dRiuri tarifi (ADR) gamoyenebis koeficienti (Occupancy Rate) Semosavali erT arsebul oTaxze (RevPar) oTaxebis raodenoba
Ritz-Carlton (Marriott International) saSualo dRiuri tarifi (ADR) gamoyenebis koeficienti (Occupancy Rate) Semosavali erT arsebul oTaxze (RevPar)

oTaxebis raodenoba
Orient-Express Hotels

saSualo dRiuri tarifi (ADR) gamoyenebis koeficienti (Occupancy Rate) Semosavali erT arsebul oTaxze (RevPar) oTaxebis raodenoba

* saSualo dRiuri tarifi iangariSeba oTaxis gaqiravebiT miRebuli Semosavlis gayofiT gaqiravebuli oTaxebis saerTo raodenobaze drois garkveul periodSi). ** Semosavali erT arsebul oTaxze saSualo dRiuri tarifis gamravlebiT saSualod dReSi oTaxebis gamoyenebis koeficientze.

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cxrili 3a. klientis sasicocxlo drois Rirebulebis gasaangariSebeli cxrili
Royal-is korporaciuli brendis gareSe (2003) 115,000 $750 2 32% 1,2 $130 $150 19,169 5,750 16.67% dasaTvlelia Royal-is korporaciuli brendiT 115,000 $750 2 32% 1,3 dasaTvlelia $150 dasaTvlelia dasaTvlelia dasaTvlelia dasaTvlelia

stumrebis saerTo raodenoba* dReSi daxarjuli mTliani Tanxa** dReebis saSualo raodenoba, romlis ganmavlobaSic erTi stumari rCeboda saerTo mogebis marJa erT oTaxze erTi stumris mier gakeTebuli saSualo vizitebis raodenoba saSualo marketinguli danaxarjebi erT stumarze mTel sistemaSi*** erTi axali klientis mozidvis saSualo xarjebi mTel sistemaSi ganmeorebiT mosul stumarTa saerTo raodenoba**** maT Soris: amave brendis sxva sastumroSi dabrunebulTa raodenoba stumris SenarCunebis saSualo koeficienti***** saSualo saerTo mogeba erT stumarze

cxrili 3b. klientis sasicocxlo drois Rirebulebis gasaangariSebeli cxrili wlebi 2003 2004 2005 2006 2007 2008 2009

saerTo mogeba stumarze erTi axali stumris mozidvis xarjebi marketinguli danaxarjebi stumarze sufTa mogeba stumarze

SenarCunebis faqtori diskaunt faqtori dRevandeli Rirebuleba kompania iyenebs diskontirebis 8% koeficients da uSvebs imas, rom marketinguli xarjebi yovelwliurad gaizrdeba 3% iT, Semosavlebi 6%-iT. * ori stumari, romelic Cerdeba erT nomerSi iangariSeba rogorc erTi stumari. ** erTi stumris mier dReSi daxarjuli Tanxa nomerze, kvebaze, sasmelze da sxva servisze. ***stumrebis saerTo raodenoba X 2003 wels mTel sistemaSi erT stumarze gaweuli saSuali marketinguli danaxarjebze + $1,000,000/ stumrebis saerTo raodenobaze ****ganmeorebiT mosul stumrad iTvleba is stumari, romelic erTi wlis Semdeg kvlav gaCerda Royal-is

nebismier sastumroSi. ***** stumris SenarCunebis koeficienti: albaToba imisa, rom stumari kvlav dabrundeba momaval wels. iangariSeba gameorebiT mosul stumarTa raodenoba/stumarTa saerTo raodenobaze

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