7   Sales force In 2005, NH Hoteles’ already-consolidated sales force absorbed the opening of 20 new hotels. With sales delegations located in the 19 countries where the chain operates hotels, and offices in another 3 where it does not operate establishments (United States - New York, Miami, Houston, France - Paris, and Sweden - Stockholm), NH Hoteles is present in all the main markets that generate business for its hotels. Worldwide, the sales force is centralised and segmented as follows: major accounts, SMEs, travel agencies, tour operators and conventions and congresses. Its single database connects all sales representatives worldwide (as well as all the hotel receptions and marketing and client care departments), enabling sales policies to have been successfully integrated, enhancing knowledge and monitoring of clients and affording a detailed analysis of client requirements. This has boosted cross sales (most notably in the MCI segment), optimised resources and generated synergies in sales processes. NH Hoteles currently manages more than 120,000 commercial agreements with businesses, travel agencies, tour operators and event, convention and congress organisers worldwide. All of these agreements are keyed into the single database, enabling clients to make reservations at their agreed rate via the various booking channels, including the Internet via the Client Pages (personalised Website for businesses) or Trade Pages (personalised Website for travel agencies) – all in line with revenue management policy. In a joint effort with the department of e-commerce, 2005 also saw an increase in connectivity between the NH Hoteles’ booking system and the systems of other intermediaries, in order to speed up and optimise the pricing and availability consultation process and the booking itself. At the same time, in 2005 new strategies were implemented for the entire NH Hoteles online business via third-party websites. Preferential agreements with the world’s leading travel agencies continued to be pivotal in achieving greater visibility and penetration in corporate accounts. The number of RFPs (proposals from major corporations with regards to hotel requirements) accepted in 2005 increased by 29% as compared to 2004. Sales force 34

35 Front office of the NH Den Haag – The Hague (Netherlands)

Argentina Mexico Houston Miami New York 36 Sales force In 2005, NH Hoteles also launched its “NH VIP Desk”, offering an exclusive service to some 3,000 clients, including some shareholders. Also worth noting is the project launched in the second half of 2005 in Spain for further segmentation and portfolio allocation of Spanish corporate accounts. 9,000 accounts were revised and portfolio-allocated in order to better adapt the most efficient commercial resources and marketing strategies to accounts’ potential and NH Hoteles’ penetration therein in 2006. Similarly, the concept of “return by seller” was introduced, in a bid to render the sales process more profitable. The single worldwide database has allowed integration of sales policies, and has enhanced knowledge and monitoring of clients and yielded a detailed analysis of their needs NH HOTELES SALES DELEGATIONS

Portugal Germany Austria Belgium The Netherlands Italy United Kingdom Spain France Hungary Switzerland Sweden 37