MILWAUKEE, WIS. � (MARCH 3, 2003) Increased competition in the lodging market and customers who are demanding more in their lodging experiences require an extra effort on the part of the lodging industry's employees. That is one reason Baymont Inns & Suites instituted a new DVD-based training program aimed at assuring consistency in product and service across the chain's 183 company-owned and franchised properties.

"Hotel guests want comfort and cleanliness in a hotel room, but they also demand excellence in service," said Jim Abrahamson, president and chief operating officer of Baymont Inns & Suites. "That is why branding is so important. Customers seek reliable and excellent service from their favorite brands. The brands that offer that consistency will exceed guest expectations and develop greater guest loyalty."
Abrahamson said that training of associates at the property level�and diligence in hiring the right associates�are more important than ever in the lodging market that is extremely competitive.

Franchisee friendly

The DVD training program was rolled out in October 2002 for all Baymont Inns & Suites. According to Jane Hoida, vice president of human resources at Baymont Inns & Suites, the modules are especially productive for associates at franchisee-owned hotels.

"Our DVD training program gives franchises, owners and property managers everything that is necessary to put together and nurture a strong work team."
Dan Daniele, president of Baymont Franchises International, said the strength of any franchise organization depends deeply on support from headquarters. He said the DVD training program is an example of the support franchisees have come to expect from Baymont Inns & Suites.

Daniele said the DVD training modules and DVD players are provided to each property free of charge. The modules are used to train breakfast attendants, room attendants, laundry associates, the head housekeeper, guest service associates, maintenance staff and van drivers.

"We believe that to maximize brand performance, we must have world-class training materials," Daniele said. "This training will drive guest loyalty."

Daniele said survey results show that the most important areas in a property operation continue to be friendliness of the front-desk staff, an efficient check-in, comfortable and clean guestrooms and bathrooms, accuracy of reservation information, the staff showing they care about the guests, the staff having knowledge about the surrounding area and staff appearance.

"This training benefits our guests and it also benefits our associates," Hoida said. "It makes them more efficient and it helps them realize the important role they have in the success of Baymont Inns & Suites."

The DVD training is task driven. Associates go through a 90-day training program and then take a quiz. Successful completion of that quiz earns certification for the associate.

Hoida said the binder containing the training materials is very comprehensive and has been developed through thorough research and input from training experts.
"We had core information from past operations manuals; we asked field people, we talked with guests," Hoida said. "Everything in our DVD training is geared toward consistently exceeding guest expectations."

There are 11 separate training binders with 14 individual titles. Some of the training programs are offered in Spanish and English. The training is geared for one-on-one or group training. The training DVDs will be updated regularly and the program is scheduled for expansion.

"As new associates join Baymont Inns & Suites, we remain committed to providing each and every one with the proper training to do their jobs," Hoida said. "The success of this training will result in higher profitability by pleasing even more guests through exceptional service."

About Baymont Inns & Suites
Baymont Inns & Suites continues to be a leading brand in the mid-market segment. The brand offers a 110-percent Satisfaction Guarantee, and has made a huge investment in its frequent-stay program�Guest Ovations��with more than 200,000 members and growing. Under the guarantee, a dissatisfied guest receives his or her night's stay free, plus a coupon for a 10-percent discount on the next Baymont stay. In addition, Baymont�s Ovations Rooms offer upscale amenities not found in competitive mid-market hotels, such as plush pillow-top mattresses, Down Lite� pillows, fluffy towels, branded bath products, and free in-room bottled water. The rooms also feature an enhanced workstation with an executive-sized desk, comfortable ergonomic chair and task lamp with a data port. The bottom line: Baymont is a strong brand with a strong commitment to the success of its franchisees, offering rewarding, comfortable and pleasant stays for guests.

Headquartered in Milwaukee, Wis., Baymont Inns & Suites, a mid-priced lodging chain that operates or franchises 183 locations in 31 states nationwide, is a wholly owned subsidiary of The Marcus Corporation (NYSE: MCS). For more information on The Marcus Corporation, go to www.marcuscorp.com. For more information, visit www.baymontinns.com.