The Ehvana - Manual Guide_v4.1

THE EHVANA MANUAL GUIDE

CONTENTS

THE WELCOMING KIT

THE ROADMAP - THE EHVANA BRAND

80 81 83 84 85 86 87

PREPARATION WELCOME BOX WELCOME CARD LUGGAGE TAG

43 44 45 46 47 48 49 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73

THE PURPOSE BRAND VALUES

THE EHVANA LOGO COLOR PALETTE THE LANGUAGE TONE OF VOICE

OUR PHILOSOPHY

PERSONAL KEY CARD WELCOMING PROTOCOL BEING RECOGONIZED

4 5 6 7 8 11

INTRODUCTION

THE EMOTIONAL TOUCH REDEFINING OUR VIP GUEST A NEW CLUB WITH OLD VALUES

IMAGE STYLE

THE PREFFERED BRAND & TASTES

THE COLLATERAL

A NEW CLUB WITH THE ENGAGEMENT PROGRAM

THE REWARDS PART OF US THE MISSION

89 90

BRAND PARTNERSHIPS VIP BRAND EVENTS

BLANK CARD LETTERHEAD DL ENVELOPE

12 13

GIFTING PROGRAMME

ENVELOPE LABEL

OUR ONLY TOUCH

A6 ENVELOPE

92 93

INTRODUCTION

A6 CARD

15

SHARING SOMETHING SPECIAL

ON GOING COMMUNICATION

COMPLIMENTARY SLIP

WAX

OUR MOTIVES

THE ROLE OF THE CONCIERGE & VILLA VALET

INVITATION CARD

RIBBON

19 22 23

WHY DO WE NEED THE EHVANA?

96

THEIR ROLE

WRAPPING PAPER TISSUE PAPER EMAIL TEMPLATE

THE IMPACT

WHAT WE WANT THE EHVANA TO FEEL

PROFILE TRACKER

POWERPOINT TEMPLATE

OUR VALUE PROPOSITION

98

ONBOARDING INSTRUCTIONS

SHOPPING BAG

100

POLO SHIRT

25 29

FRAMEWORK

BIRTHDAY CARD

ROADMAP

KPI

CHINESE NEW YEAR CARD

NEW YEAR CARD

THE ROADMAP

103

MEASUREMENTS

EID CARD

RAMADAN CARD CHRISTMAS CARD HANUKKAH CARD

32 33

RESORT MANAGEMENT

THE JOURNEY

THE ROADMAP - THE TEAM

THE ROADMAP - HOW DO WE ONBOARD THEM

35

THE TEAM

75

HOW TO ONBOARD THEM

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THE EHVANA MANUAL GUIDE

OUR PHILOSOPHY

OUR PHILOSOPHY – INTRODUCTION

The Ehvana TERMS OF DEFINITION

Name of the program:

Name of the employees working on The Ehvana

Name of the VIP Client:

THE EHVANA

THE EHVANA GUEST / OUR EHVANA

THE EHVANA MANAGER

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THE EHVANA MANUAL GUIDE

OUR PHILOSOPHY – THE EMOTIONAL TOUCH

The Ehvana THE EMOTIONAL TOUCH

WHILE NUANCE AND DEFERENCE GUIDE OUR TONE, THE UNEQUIVOCAL EMOTION WHICH WILL SHAPE THE NEW LANGUAGE WE ARE DEVELOPING FOR THIS NEW AND EXCLUSIVE CLUB IS, SIMPLY, JOY. FROM THE WRITTEN WORD TO ONE-ON-ONE COMMUNICATION, WE WILL ALIGN ALL OUR APPROPRIATE GUEST-FACING TEAMS WITH ONE VOICE. AND ONE SINGULAR IMPRESSION: WE ARE HERE TO SERVE.

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THE EHVANA MANUAL GUIDE

OUR PHILOSOPHY – REDEFINING OUR VIP GUESTS

The Ehvana HOWDOWE REDEFINE OUR VIP GUESTS

THIS IS AN INVITATION-ONLY CLUB. MONEY CAN’T BUY IT, ONLY ALLEGIANCE CAN. BUT THE VALUE WE PLACE UPON SUCH THIS PREFERENCE FOR OUR RESORT WILL ENSURE THAT EACH GUEST RECEIVES A LEVEL OF PERSONALIZED ATTENTION THAT WILL SET NEW STANDARDS OF SERVICE ANYWHERE IN THE WORLD.

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THE EHVANA MANUAL GUIDE

OUR PHILOSOPHY – A NEW CLUB WITH OLD VALUES

The Ehvana A NEW CLUB WITH OLD VALUES

WITH THE LAUNCH OF OUR NEW CLUB, WE AIM TO REINFORCE OUR RELATIONSHIP WITH OUR CHOSEN CLIENTELE.

WE WILL DELIVER BENEFITS IN A BESPOKE, PERSONAL AND EMOTIONAL MANNER WHICH ENCOURAGES REPEAT VISITS AND ADVOCACY THROUGH EXPERIENCES.

WE WILL RECALL A TIME WHEN GUESTS WEREN’T NUMBERS, THEY WERE FRIENDS. AND AN ATTITUDE WHEN SERVICE WAS A PRIVILEGE.

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THE EHVANA MANUAL GUIDE

OUR PHILOSOPHY – A NEW CLUB WITH THE ENGAGEMENT PROGRAM

The Ehvana A NEW CLUB WITH THE ENGAGEMENT PROGRAM

THE PROGRAMME EXPANDS OUR ABILITY TO BE PERSONALISED. IT CREATES ADVOCACY AMONGST THE MOST DEMANDING GUESTS. IT IS NOTHING LESS THAN WHAT THE WORLD EXPECTS FROM ONE&ONLY REETHI RAH.

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THE EHVANA MANUAL GUIDE

OUR PHILOSOPHY – ENGAGEMENT PROGRAM

The Ehvana THE VISION MONEY CAN’T BUY

CREATING MOMENTS TO REMEMBER FOR EVER

WHILE JOY IS THE MOOD WITH WHICH WE ENGAGE OUR CLUB, WE DO SO IN AN ATMOSPHERE OF TRUST. TRUST THAT WE WILL DELIVER MOMENTS TO CHERISH. TRUST THAT THEY WILL BE THE FIRST TO EXPERIENCE THE CONTINUOUS STREAM OF NEW AND INNOVATIVE PROGRAMS WE DEVELOP.

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THE EHVANA MANUAL GUIDE

OUR PHILOSOPHY – ENGAGEMENT PROGRAM

The Ehvana A NEW CLUB WITH OLD VALUES

THE CLUB WILL OPERATE ON THE PRINCIPLE THAT LOYALTY DESERVES LOYALTY IN RETURN.

AND THAT A DISPLAY OF DEVOTION IN A MANNER BEFITTING ONE&ONLY REETHI RAH WILL HAVE ITS OWN REWARD OF INCREASED LOYALTY AND ADVOCACY.

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THE EHVANA MANUAL GUIDE

OUR PHILOSOPHY – THE REWARDS

The Ehvana THE REWARDS

THE LEVELS OF ENGAGEMENT THROUGH THE CLUB ARE QUITE EXTRAORDINARY. AND LOYALTY WILL TAKE ON A WHOLE NEW DIMENSION, AS WE INVITE CLUB MEMBERS TO BECOME PART OF THE HOTEL MANAGEMENT ITSELF.

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THE EHVANA MANUAL GUIDE

OUR PHILOSOPHY – PART OF US

The Ehvana THEY ARE PART OF US

A MONUMENT FROM US TO THEM CREATING MOMENTS TO REMEMBER FOR EVER

THERE ARE NO MORE SECRETS BETWEEN US. WE KNOW THEIR TASTES, THEIR PREFERENCES AND THEIR HABITS. AND IT’S RECIPROCAL.

THEY KNOW THE SIGNATURE DISHES FROM OUR CHEF, OUR EMPLOYEES, THE GUEST RELATIONSHIP MANAGER ETC. THE RELATIONSHIP HAS BECOME NATURAL, KNOWLEDGE- RICH AND FRUITFUL BOTH OF US.

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THE EHVANA MANUAL GUIDE

OUR PHILOSOPHY – THE MISSION

WE BUILD AUTHENTIC RELATIONSHIPS…

The Ehvana THE MISSION

BUILDING LONG-LASTING AUTHENTIC RELATIONSHIPS

…THAT DELIVER MEANINGFUL EXPERIENCES…

. . .AND CREATE VALUE WHILE MAKING A DIFFERENCE

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THE EHVANA MANUAL GUIDE

OUR ONLY TOUCH

OUR ONLY TOUCH – SHARING SOMETHING SPECIAL

The Ehvana

SHARING SOMETHING SPECIAL WITH SOMEONE SPECIAL

One of the most rewarding aspects of this type of club is the data we collect about our Ehvana Guest from previous visits. This includes personal habits which we will diligently record and acknowledge through our service on the member’s next visit.

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THE EHVANA MANUAL GUIDE

OUR ONLY TOUCH – SHARING SOMETHING SPECIAL

SHARING SOMETHING SPECIAL WITH SOMEONE SPECIAL The Ehvana

Writing in this way can ignite deeply-felt emotions in the reader, who will be thinking about how special the holiday will be for the person or persons travelling with him or her. Already, you’ve given the reader a gift whose value is incalculable.

These words will help.

SHARED – MUTUAL – SECRET – CHEERS – SURPRISE – OUT-OF-THE-ORDINARY – IN COMMON – RECOGNITION – DESERVE – CALIBRE – BEFITTING – BESPOKE – LUXURIANT – RESPLENDENT – EXCLUSIVE – PRIVACY – APPOINTED

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THE EHVANA MANUAL GUIDE

OUR ONLY TOUCH – SHARING SOMETHING SPECIAL

The Ehvana OUR ONLY TOUCH

INDULGENCE, FOR YEARS THE MOST IMPORTANT PILLAR OF LUXURY MARKETING, CAN BE ENHANCED BY WRITING IN AN INCLUSIVE TONE THAT COMES ACROSS AS UNSELFISH AND CONSIDERATE OF OTHERS.

IT’S AN HONEST, YET ACCURATE REPRESENTATION OF ONE&ONLY REETHI RAH.

IT SETS UP AN EXPECTATION IN THE READER’S MIND THAT YOU KNOW WILL BE MET.

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THE EHVANA MANUAL GUIDE

OUR MOTIVES

OUR MOTIVES – WHY DO WE NEED THE Ehvana?

Our Motives WHY WE NEED THIS CLUB?

TO DELIVER A CONSISTENT PLATFORM THAT PROVIDES AND MAINTAINS ELEVATED SERVICES AND BESPOKE EXPERIENCES BEFORE, DURING AND AFTER OUR EHVANA GUEST STAY AT ONE&ONLY REETHI RAH.

TO REMIND OUR GUESTS THAT THEY ARE MEMBERS OF AN INVITATION-ONLY CLUB.

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THE EHVANA MANUAL GUIDE

OUR MOTIVES – WHY DO WE NEED THE Ehvana

Our Motives WHY WE NEED THIS CLUB?

WE KNOW OUR PROSPECTIVE CLUB, OUR EHVANA GUEST HAVE BEEN SATISFIED WITH THE RESORT AND ITS STAFF.

THE EHVANA WILL EMPOWER OUR TEAM TO GO ABOVE AND BEYOND TO DELIVER A SERVICE THAT SURPRISES PEOPLE WHO ARE ALREADY USED TO A HIGH LEVEL OF SERVICE.

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THE EHVANA MANUAL GUIDE

OUR MOTIVES – WHO BENEFITS

Our Motives WHO ARE THE VVIP GUESTS THAT BENEFIT FROM THE EHVANA

THE MAJORITY OF LUXURY BRANDS’ PROFITS COME FROM THE TOP FEW PERCENT OF CUSTOMERS

DESIRED OUTCOME

SELECTION CRITERIA

THOSE WHO HAVE DEMONSTRATED

WE HOPE TO INCREASE

+ Loyalty + High spend + Frequency + Recency

+ Repeat visits + Higher spend + Advocacy + Sales & Profit

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THE EHVANA MANUAL GUIDE

OUR MOTIVES – THE IMPACT

Our Motives THE POSITIVE IMPACT OF THE EHVANA IN ONE&ONLY REETHI RAH

A HAPPY EHVANA GUEST WILL MAKE HIM OR HER FEEL PART OF THE ONE&ONLY REETHI RAH FAMILY; REMEMBERED AND REVERED.

THIS POSITIVE IMPACT WILL STIMULATE THE VVIP GUEST TO CONSIDER REPEAT VISITS TO THE RESORT AND PROVIDE INSPIRATION TO INVESTIGATE OTHER ONE&ONLY RESORTS AROUND THE WORLD.

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THE EHVANA MANUAL GUIDE

OUR MOTIVES – WHAT WE WANT THE Ehvana TO FEEL

Our Motives WE WANT OUR EHVANA GUEST TO FEEL:

PART OF THE ONE&ONLY REETHI RAH FAMILY

ACKNOWLEDGED AS A VALUED GUEST

WHAT MAKES THE EHVANA GUEST SO SPECIAL IS NOT JUST THAT THEY HAVE COME BACK TO STAY WITH US, BUT BECAUSE THEY RESONATE WITH THE WARMTH OF GENUINE HOSPITALITY AND LOVE TO SURROUND THEMSELVES WITH PEOPLE WHOSE HEARTS ARE IN THE SAME PLACE AS THEIRS. THE EHVANA CLUB IS NOT FOR EVERYONE, ONLY FOR THOSE ENJOY THE KINDRED SPIRIT OF FAMILIARITY WRAPPED, OF COURSE, IN THE MOST LUXURIOUS AND UTOPIAN OF SETTINGS.

VALIDATED AS A MEMBER OF A UNIQUE MICRO-SOCIETY

REMEMBERED

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THE EHVANA MANUAL GUIDE

OUR VALUE PROPOSITION

OUR VALUE PROPOSITION – FRAMEWORK

Framework HOWDOES IT WORK?

PERSONAL Drawing on collected data, whatever makes our Ehvana guest feel fondly remembered while remaining deferential.

EXPERIENCE EMOTIONAL CONNECTION

SPECIFIC EXPERIENCES BASED ON A DEEP UNDERSTANDING OF EHVANA GUEST PREFERENCES

PREFERENCES, TASTE AND DESIRE Exhibit a near-intimate knowledge of the Ehvana guest’s prior experience.

DEFINITION

SEAMLESS AND EFFORTLESS

REPEAT VISITS AND ADVOCACY

OBJECTIVES

Behind the scenes, the human machinery to create the club experience whilst reinforcing our brand eths must be faultlessly efficient.

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THE EHVANA MANUAL GUIDE

OUR VALUE PROPOSITION – FRAMEWORK

Framework THE VALUE PROPOSITION

THE EHVANA BENEFIT:

+ Sommeliers choice + Daily deluxe fruit + One&Only chocolate box upon arrival + Daily cocktail & canape + Deluxe orchid arrangement + Personalized turndown If traveling with kids: Kids bath with bath toys ceremony & Floral bed decoration on extra bed + Personalised ehvana experience + Welcome kit

OUR MISSION TO CREATE A CLUB SO BENEFICIAL TO OUR EHVANA GUEST, IT PROMOTES CONTINUED VISITS AND ADVOCACY.

+ 1 X 90-minute spa treatment or 60-minute fitness, 75 Minute applicable to all family members + Complimentary return shared boat transfer + Guaranteed - Early check in & late check out + Guaranteed Villa Location / Villa Number + Departure gift

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THE EHVANA MANUAL GUIDE

OUR VALUE PROPOSITION – FRAMEWORK

Framework THE VALUE PROPOSITION

EXPECTATIONS

PROPOSITION

Assigned Ehvana Manager Remembered by all the staff at the Resort

AUTHENTIC RELATIONSHIP

- Regular Intelligent Contacts - Special Experiences - Birthday/Anniversary Gifts

RECOGNISED & ACKNOWLEDGED

‘MONEY CANNOT BUY’ EXPERIENCE

- Bespoke new product review (.e. chef/new spa) - Exclusive Gift

PERSONAL SERVICE

- Elevated & Natural Communication tools

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THE EHVANA MANUAL GUIDE

OUR VALUE PROPOSITION – FRAMEWORK

Framework ATTENTION TO DETAILS

THE ELEVATED SERVICE

THE PROMISE

PRE TRIP:

PERSONALISED

RECOGNIZED & GREETED

IN STYLE

HOTEL SPECIAL BENEFIT

CONVENIENT

BRAND PREFERENCES

EASY

POST TRIP:

GRACEFUL

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THE EHVANA MANUAL GUIDE

OUR VALUE PROPOSITION – ROADMAP

Framework AN UNIQUE & AUTHENTIC COMMUNICATION

THE COMMUNICATION

THE PROMISE

INVITATION TO EHVANA

EXCLUSIVITY

EHVANA WELCOME KIT

HONORED & ACKNOWLEDGED

APPRECIATED & VALUED BEFORE THEY ARRIVED AT THE HOTEL

HOTEL BENEFITS

ONGOING COMMUNICATION

RELEVANT & MEANINGFUL

VIP BRAND EVENTS

ALWAYS REMEMBERED

BIRTHDAY DELIGHTS

PRIORITY ACCESS

FAVOURITE BRANDS PREVIEW

FIRST TO BENEFIT

THANK YOU

ALWAYS VALUED

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THE EHVANA MANUAL GUIDE

OUR VALUE PROPOSITION – ROADMAP

Roadmap MEANINGFUL EXPERIENCES

THE EXPERIENCE

THE PROMISE

PREMIUM SERVICE

PERSONALISED

CULTURAL & LIFESTYLE

WOW MOMENTS

SPECIAL OCCASION GIFT

SURPRISE & DELIGHT

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THE EHVANA MANUAL GUIDE

THE ROADMAP

THE ROADMAP – RESORT MANAGEMENT

Roadmap HOW TO MANAGE IT IN THE RESORT

EHVANA ARE PROUDLY SELECTED

TOOL KIT DELIVERY

CONTACT TRACKING

RETENTION METRICS

Our Ehvana Guests are assigned to their personal Ehvana Manager

Communication tool kits are delivered to the hotel every month

Ehvana team receive information from colleagues based on key moments with VVIP Guests

From 2020, The Ehvana have accountability for the relationship that they have created through retention metrics.

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THE EHVANA MANUAL GUIDE

THE ROADMAP – THE JOURNEY

Roadmap 12 MONTH JOURNEY

WHATEVER TIME OF THE YEAR IT IS, THERE WILL ALWAYS BE AN OPPORTUNITY TO REWARD OUR LOYAL GUESTS.

HOME/ OFFICE RESORT/ VISIT

FATHER/ MOTHER’S DAY

LIMITED EDITION PREVIEW

CHRISTMAS/ EID

END OF YEAR

GIFT DELIVERY

INVITED TO PROGRAM

BIRTHDAY

EFFORTLESS APPRECIATED

ALWAYS REMEMBERED AND PERSONALIZED

ALWAYS REMEMBERED

UNDERSTOOD AND PRIORITIZED

RECOGNIZED AND VALUED

VALUED

EXCLUSIVE

VISIT AT ONE&ONLY REETHI RAH CAN HAPPENED DURING THIS TIME

EXPERIENCE DESIRED OUTCOME

A BESPOKE AND PERSONALISED SERVICE WITH RELEVANT AND WELL ARTICULATED COMMUNICATIONS

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THE EHVANA MANUAL GUIDE

THE TEAM Roadmap

THE ROADMAP – THE TEAM

Roadmap THE PEOPLE THAT CREATES VALUES OUR PROGRAMWELL

THE JOB DESCRIPTION OF OUR FOUR PILLARS

RESORT SALES TEAM/ GLOBAL SALES TEAM

GENERAL MANAGER

THE EHVANA MANAGER

EMPLOYEES OF THE STAFF

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THE EHVANA MANUAL GUIDE

THE ROADMAP – THE TEAM

Roadmap STRUCTURE

GM

ONE&ONLY WAS BORN WITH AN INDEPENDENT SPIRIT THAT REFLECTS THE SAME PASSION FOR LIFE THAT OUR GUESTS HAVE. GUESTS ARE OUR CENTRE OF GRAVITY AND INSPIRE EVERYTHING WE DO. ONE&ONLY RESORTS ARE PLACES WHERE THE MOST INTERESTING PEOPLE GRAVITATE AND WHERE WE DEDICATE OURSELVES TO CRAFTING THE MOST AMAZING PERSONAL MEMORIES AND STORIES. ONE&ONLY IS A VIVID AND INTOXICATING CELEBRATION OF LIFE. WE INJECT LIFE AND ENERGY INTO EVERYTHING THE GUEST EXPERIENCES, ENSURING EVERYTHING IS ALWAYS GLAMOROUS IN STYLE BUT WONDERFULLY UNSTUFFY™ BY NATURE.

MARYANN GRATUITO PEREZ VACANT EHVANA MANAGER

DEHEENA ABDULLA ASSISTANT GUEST INFORMATION

ALI NIHAD ASSISTANT GUEST INFORMATION

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THE EHVANA MANUAL GUIDE

THE ROADMAP – THE TEAM

Roadmap EXPECTATIONS OF THE EHVANA MANAGER

THE EHVANA MANAGER IS THE FIRST AMBASSADOR OF THIS PROGRAMME, AND MUST REFLECT THE CHARACTER OF IT THROUGH A NUMBER OF ACTIONS.

HE/SHE WILL BE INTRODUCED TO THE EHVANA GUEST WHEN ONBOARDING, BUT HE’S EXPECTED TO THEN BUILD A SINCERE RELATIONSHIP FROM THAT MOMENT. HE SHOULD ALSO BE ALERT TO THE GUEST’S BEAVIOUR SO THAT HE MAY IDENTIFY POSSIBLE MODIFICATIONS TO THE PROGRAMME.

THIS WOULD WOULD IN ADDITION TO MANAGING THE PROGRAMME’S OPERATIONAL & TECHNICAL PROCESSES.

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THE EHVANA MANUAL GUIDE

THE ROADMAP – THE TEAM

Roadmap EXPECTATIONS OF THE GENERAL MANAGER

WHILST NOT COMPROMISING HIS SERVICE STANDARDS TO HIS OTHER GUESTS, THE GENERAL MANAGER MUST DEMONSTRATE A PARTICULAR ENTHUSIASM TOWARDS THE EHVANA GUEST THROUGH A NUMBER OF ACTIONS.

HE SHOULD PROPOSE DINNER, LUNCH OR EVEN JUST A DRINK WITH THE EHVANA GUEST AS AN ASSURANCE OF PERSONALISED SERVICE. THIS MUST BE COMPLEMENTED BY BUILDING AND MAINTAINING A RELATIONSHIP WITH THE GUEST, WHICH SHOWS ENOUGH ATTENTIVENESS THAT THE MANAGER IS ABLE TO LEARN FROM THE GUEST’S PARTICULAR NEEDS AND PASS ON SUCH INFORMATION ON TO THE PROGRAMME.

THIS, IN ADDITION TO THE MANAGEMENT OF THE PROGRAMME’S OPERATIONAL & TECHNICAL PROCESSES.

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THE EHVANA MANUAL GUIDE

THE ROADMAP – THE TEAM

Roadmap EXPECTATIONS OF THE GLOBAL SALES TEAM

THE WANTS, NEEDS AND DESIRES OF OUR CLUB MEMBERS ARE THE CONCERN OF EVEN THE HIGHEST LEVEL OF MANAGEMENT. A SENIOR EXECUTIVE OF THE GLOBAL KERZNER GROUP WILL ALWAYS BE AVAILABLE TO DISCUSS REQUIREMENTS OR CONCERNS.

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THE EHVANA MANUAL GUIDE

THE ROADMAP – THE TEAM

Roadmap EXPECTATIONS OF THE GENERAL STAFF

STAFF PLAY A VITAL ROLE IN THE PROGRAMME BY REPORTING IN TO THE EHVANA MANAGER DAILY.

HE OR SHE RECOUNT ACTIVITIES OF THE GUEST FROM THE PREVIOUS DAY, INCLUDING MENU SELECTIONS ALSO ANY PARTICULAR IDIOSYNCRACIES WHICH MAY HELP TO REFINE THE GUEST’S EXPERIENCE.

THIS MUST BE DISCREET AND FREE OF EXAGGERATION.

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THE EHVANA MANUAL GUIDE

THE ROADMAP – THE TEAM

Internal Communication: MORNING BRIEFING

EVERT MORNING, THE EHVANA MANAGER WILL COLLECT ALL INTELLIGENCE CONCERNING THE GUEST. (PRIOR TO ARRIVAL, SHE WOULD HAVE BEEN INFORMED ABOUT THE GUEST AND THIS MUST BE COMMUNICATED TO HER TEAM. ) SHE CAN THEN INFORM THE FACILITY MANAGER ON ANY STEPS TO BE TAKEN TO OFFER EXTRA SERVICE OR ASSIST OUR EHVANA GUEST IN ANY WAY. IF APPROPRIATE, IMMEDIATE ACTION SHOULD BE TAKEN WITH THE GUEST EVEN BEING AWARE.

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THE EHVANA MANUAL GUIDE

THE EHVANA BRAND Roadmap

THE Ehvana BRAND – THE PURPOSE

The Ehvana Brand THE PURPOSE

TO ENSURE THERE IS AN OPEN LINE OF COMMUNICATION WITH REPEATERS. ONE DEPARTMENT WILL BE CREATED TO EXCLUSIVELY COMMUNICATE WITH REPEATERS THROUGH PERSONALIZED EMAILS. THIS DEPARTMENT WILL GUIDE REPEATERS FROM THE BOOKING PROCESS RIGHT THROUGH TO ARRIVAL.

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THE EHVANA MANUAL GUIDE

THE Ehvana BRAND – BRAND VALUES

The Ehvana Brand BRAND VALUES

TO SERVE IS A CALLING, NOT A JOB. THERE IS A DISTINCT LINE BETWEEN THE TWO. ‘JOY’ IS OUR GUIDING SERVICE PHILOSOPHY, AND THIS MEANS THAT:

EMPATHY We care for each other’s wellbeing And show respect

WARMTH We are one So we serve from the heart ANTICIPATION We are always connected To anticipate what is desired

PRECISION We never stop improving And make every detail count

CREATIVITY You have the power To blow away the guest

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THE EHVANA MANUAL GUIDE

THE Ehvana BRAND – THE Ehvana LOGO

The Ehvana Brand THE EHVANA LOGO

MASTER BRAND LOGOTYPE

THE STATURE OF EHVANA DICTATES IT SHOULD HAVE ITS OWN LOGO. IT WILL BE COMPLEMENTARY TO THE RESORT’S BRAND DISTINCTIVENESS AND WILL APPEAR AS A SUB-BRAND COMPONENT OF THE OVERALL ONE&ONLY IDENTITY.

CLEAR SPACE GUIDE

17 MM MINIMUM SIZE

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THE EHVANA MANUAL GUIDE

THE Ehvana BRAND – COLOR PALETTE

The Ehvana Brand COLOR PALETTE

STONE

PANTONE 7527U RGB 220 215 210 HEX/HTML #DCD7D2 CMYK 3 4 11 5

SILVER

STANDARD SILVER GLOSS FOIL PHILLIPS 10 SHADE K110 FOILCO 6010

WHITE

RGB 255 255 255 HEX/HTML #FFFFFF

STONE

SILVER FOIL

WHITE

GREY

GREY

RBG 157 157 156 HEX/HTML #9D9D9C CMYK 0 0 0 50

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THE EHVANA MANUAL GUIDE

THE Ehvana BRAND – THE LANGUAGE

The Ehvana Brand THE LANGUAGE

FINESSE, PROFESSIONAL DEFERENCE AND SUBTLETY WILL SHAPE THE GUIDELINES OF THE NEW LANGUAGE WE ARE DEVELOPING FOR OUR EHVANA/ONE&ONLY’S VIP GUESTS. IN BOTH THE WRITTEN AND SPOKEN WORD, ALL VIP GUEST-FACING TEAMS WILL BE ALIGNED WITH ONE VOICE.

AND ONE SINGULAR IMPRESSION.

SIMPLY, THAT WE HERE TO SERVE.

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THE EHVANA MANUAL GUIDE

THE Ehvana BRAND – TONE OF VOICE

The Ehvana Brand TONE OF VOICE

WHILST WE TALK AND WRITE WITH DEFERENCE, WE ARE NEVER PRETENTIOUS OR POMPOUS. OUR WARMTH AND RELAXED TONE SHOULD INSPIRE, WHILE THE PERSONAL TOUCH SHOULD BE FRIENDLY WITHOUT BEING OVERLY-FAMILIAR.

Personalised

Pleasant in manner & tone Confident Direct Soft Independent Timeless

Caring

Surprising (to show we have listened)

Grateful

Respectful

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THE EHVANA MANUAL GUIDE

THE Ehvana BRAND – IMAGE STYLE

The Brand - The Ehvana IMAGE STYLE

The emotional touch “The only one in maldvian”

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THE EHVANA MANUAL GUIDE

THE COLLATERAL

THE COLLATERAL – BLANK CARD

The Collateral: BLANK CARD

Item

BLANK CARD

Size/Format

A5 horizontal

Finishing

Gloss White Foil for Ehvana logo and Palm motif Gloss White Foil for One&Only logo

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THE EHVANA MANUAL GUIDE

THE COLLATERAL – LETTER HEAD

The Collateral: LETTERHEAD

Item

LETTERHEAD

Size/Format

A4

Paper

Conqueror Wove 100% Recycled 120gsm Brilliant White Unwatermarked

Print

Resort logo and all text in silver foil

Finish

Trim to size

ONE&ONLYREETHIRAH,NORTHMALÉATOLL,REPUBLICOFMALDIVES +9606648800 INFO@ONEANDONLYREETHIRAH.COM WWW.ONEANDONLYRESORTS.COM

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THE EHVANA MANUAL GUIDE

THE COLLATERAL – DL ENVELOPE

The Collateral: DL ENVELOPE

Item

DL ENVELOPE

Size/Format

DL

Print

Logotype and Palm motif: Gloss White Foil. Peel and seal (not gummed)

Finishing

Trimmed, glued and folded to size

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THE EHVANA MANUAL GUIDE

THE COLLATERAL – ENVELOPE LABEL

The Collateral: ENVELOPE LABEL

Item

ENVELOPE LABEL

Size/Format

75mm (width) x 24mm (height)

Print

Sticker paper

Finishing

Die Cut

Mr. & Mrs. John Doe

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THE EHVANA MANUAL GUIDE

THE COLLATERAL – A6 ENVELOPE

The Collateral: A6 ENVELOPE

Item

A6 ENVELOPE

Size/Format

A6

Print

Logotype and Palm motif: Gloss White Foil. Peel and seal (not gummed)

Finishing

Trimmed, glued and folded to size

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THE EHVANA MANUAL GUIDE

THE COLLATERAL – A6 CARD

The Collateral: A6 CARD

Item

A6 CARD

Size/Format

A6

Print

Cover: Logotypes and Palm motif: Gloss White Foil

Finishing

Score, fold and trim to size

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THE EHVANA MANUAL GUIDE

THE COLLATERAL – COMPLIMENTARY SLIP

The Collateral: COMPLIMENTARY SLIP

Item

COMPLIMENTARY SLIP

Size/Format

210mm (width) x 100mm (height)

Print

Logotypes and Palm motif: Gloss White Foil

Finishing

Trimmed, glued and folded to size

With Compliments

ONE&ONLY REETHI RAH, NORTH MALÉ ATOLL, REPUBLIC OF MALDIVES +960 664 8800 INFO@ONEANDONLYREETHIRAH.COM WWW.ONEANDONLYRESORTS.COM

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THE EHVANA MANUAL GUIDE

THE COLLATERAL – WAX

The Collateral: WAX

Item

WAX

Size/Material

30mm

30 MM

Print

Liaise with printer for more information.

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THE EHVANA MANUAL GUIDE

THE COLLATERAL – INVITATION CARD

The Collateral: INVITATION CARD

Item

INVITATION CARD

Size/Material

A5 portrait (148mm x 210mm)

Print

Palm motif and Ehvana logotype Gloss White Foil. Emboss Palm motif on front cover

Finish

Score, but do not fold and trim to size

Item

INVITATION ENVELOPE

Size/Material

214mm (width) x 153mm(height)

Print

Palm motif and Ehvana logotype Gloss White Foil. Peel and seal (not gummed)

Finish

Die cut and make up

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THE EHVANA MANUAL GUIDE

THE COLLATERAL – RIBBON

The Collateral: RIBBON

Item

RIBBON

Size/Material

15mm White Cotton TCM

Print

White cotton base, RAISED Silver Foil print One&Only logotype Logotype repeat 70mm spacing

Finish

Supply on rolls of 50 metres per rolls packed suitably for protection

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THE EHVANA MANUAL GUIDE

THE COLLATERAL – WRAPPING PAPER

The Collateral: WRAPPING PAPER

Item

WRAPPING PAPER

Size/Format

700mm (width) x 500mm (height)

Print

White palm motif to be gloss finish

Finish

Trim to size

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THE COLLATERAL – TISSUE PAPER

The Collateral: TISSUE PAPER

Item

TISSUE PAPER

Size/Format

700mm (width) x 500mm (height)

Paper

Made by Classic White MF 17gsm Tissue Paper

Print

Print white opaque for palm motif and Ehvana logo

Finishing

Trim to size, pack in reams of 480 sheets

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THE COLLATERAL – EMAIL TEMPLATE

The Collateral: EMAIL TEMPLATE

THE EMAIL SIGNATURE CAN ONLY BE USED BY THE EHVANA MANAGER.

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THE COLLATERAL – POWERPOINT TEMPLATE

The Collateral: POWERPOINT TEMPLATE

BRAND OVERVIEW Lorem ipsumdolor sit amet, consectetuer adipiscing elit, sed diam nonummy nibh euismod tinciduntut laoreetdoloremagna aliquam eratvolutpat.Utwisi enim adminim veniam,quis nostrud exerci tation ullamcorper suscipit lobortis nislut aliquip ex ea commodo consequat.Duis autem vel eum iriure dolor in hendrerit invulputatevelit essemolestie consequat, vel illumdolore eu feugiat nulla facilisis at vero eros et accumsan et iustoodio dignissim quiblandit praesent luptatum zzril delenit augue duisdolore te feugait nulla facilisi. Lorem ipsumdolor sit amet, cons ectetuer adipiscing elit, sed diam nonummy nibh euismod tinciduntut laoreetdoloremagna aliquam eratvolutpat.Utwisi enim adminim veniam,quis nostrud exerci tation ullamcorper suscipit lobortis nislut aliquip ex ea commodo consequat. Lorem ipsumdolor sit amet, cons ectetuer adipiscing elit, sed diam nonummy nibh euismod tinciduntut laoreetdoloremagna aliquam eratvolutpat.

BRAND OVERVIEW Who we are and what makes us one of a kind

THE POWERPOINT IS ONLY USE TO PRESENT TO OUR EHVANA.

BRAND OVERVIEW Lorem ipsum dolor sit amet, consectetuer adipiscing elit, seddiam nonummy nibh euismod tincidunt ut laoreet doloremagna aliquam eratvolutpat.Utwisi enim adminimveniam,quis nostrud exerci tation ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo consequat.Duis autem vel eum iriuredolor in hendrerit in vulputate velit essemolestie consequat, vel illum dolore eu feugiat nulla facilisis at vero eros et accumsan et iustoodio dignissim quiblandit praesent luptatum zzril delenit augue duisdolore te feugait nulla facilisi. Lorem ipsumdolor sit amet, cons ectetuer adipiscing elit, sed diamnonummy nibh euismod tincidunt ut laoreet doloremagna aliquam eratvolutpat.Utwisi enim adminimveniam,quis nostrud exerci tation ullamcorper suscipit lobortis nislut aliquip ex ea commodo consequat. Lorem ipsumdolor sit amet, cons ectetuer adipiscing elit, sed diamnonummy nibh euismod tincidunt ut laoreetdoloremagna aliquam eratvolutpat.

BRAND OVERVIEW

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THE COLLATERAL – SHOPPING BAG

The Collateral: SHOPPING BAG

Item

SHOPPING BAG

Print

Palm motif and Ehvana logotype Gloss White Foil.

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THE COLLATERAL – SHOPPING BAG

The Collateral: POLO SHIRT

On Label: 4.5cm x 1.2cm

Item

POLO SHIRT

Size/Format

Male/Female

Material

Organic cotton polo material.

On Shirt: 5cm x 1.4cm

Stitch

With or without stitched OO monogram/resort logo. Staff pin badges to be used in replacement. OO monogram: 20mm width x 16mm hight. Resort logo: One&Only section of resort logo to be 50mm in width (exact size of logo varies per resort). Stitch with thread matching the same colour as the polo material. x1 twisted satin rope covered button. Top buttonhole stitched horizontally with thread matching the same colour as the polo material. x2 fabric covered buttons matching the same colour as the polo material. Bottom two buttonholes stitched vertically with thread matching the same colour as the polo material. Design notes: No stitching down the right side of the Buttonhole placket. The collar is slim. Stitching of the seams to be with the same colour thread as the polo material.

Finishing

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THE COLLATERAL – BIRTHDAY CARD

Seasonal Cards: BIRTHDAY CARD

Item

BIRTHDAY CARD

Size/Format

110mm (width) x 130mm (height)

Print

Palm motif and Ehvana logotype Gloss White Foil. Emboss Palm motif on front cover

Dear James & Anna

Happy birthday

May each and every moment of your special day Be filled with happiness and joy.

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THE COLLATERAL – CHINESE NEW YEAR CARD

Seasonal Cards: CHINESE NEW YEAR CARD

Item

CHINESE NEW YEAR CARD

Size/Format

110mm (width) x 130mm (height)

Print

Palm motif and Ehvana logotype Gloss White Foil. Emboss Palm motif on front cover

Dear James & Anna

Happy Chinese New Year

May you enjoy much happiness and great prosperity in this year of the rat.

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THE COLLATERAL – NEW YEAR CARD

Seasonal Cards: NEW YEAR CARD

Item

NEW YEAR CARD

Size/Format

110mm (width) x 130mm (height)

Print

Palm motif and Ehvana logotype Gloss White Foil. Emboss Palm motif on front cover

Dear James & Anna

Happy New Year

It is our wish that all your dreams and hopes come true this year.

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THE COLLATERAL – EID CARD

Seasonal Cards: EID CARD

Item

EID CARD

Size/Format

110mm (width) x 130mm (height)

Print

Palm motif and Ehvana logotype Gloss White Foil. Emboss Palm motif on front cover

Dear James & Anna

Eid Mubarak

May you be blessed with joy, peace and happiness.

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THE COLLATERAL – RAMADAN CARD

Seasonal Cards: RAMADAN CARD

Item

RAMADAN CARD

Size/Format

110mm (width) x 130mm (height)

Print

Palm motif and Ehvana logotype Gloss White Foil. Emboss Palm motif on front cover

Dear James & Anna

Ramadan Mubarak

We would like to take this opportunity To wish you and your family a blessed Ramadan.

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THE COLLATERAL – CHRISTMAS CARD

Seasonal Cards: CHRISTMAS CARD

Item

CHRISTMAS CARD

Size/Format

110mm (width) x 130mm (height)

Print

Palm motif and Ehvana logotype Gloss White Foil. Emboss Palm motif on front cover

Dear James & Anna

Merry Christmas

We wish you joy, love and laughter over this festive time.

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THE COLLATERAL – HANUKKAH CARD

Seasonal Cards: HANUKKAH CARD

Item

HANUKKAH CARD

Size/Format

110mm (width) x 130mm (height)

Print

Palm motif and Ehvana logotype Gloss White Foil. Emboss Palm motif on front cover

Dear James & Anna

Happy Hanukkah

Wishing you every blessing as you celebrate the Festival of Lights.

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HOWDOWE ONBOARD THEM Roadmap

THE ROADMAP – HOW TO ONBOARD THEM

Roadmap ONBOARDING OUR EHVANA GUESTS

BEFORE THE TRIP, THE GENERAL MANAGER SHOULD EMAIL OUR EHVANA GUEST TO ARRANGE TIME FOR A PRIVATE CALL. THE PRIVATE CALL IS FOR THE GENERAL MANGER TO ENQUIRE ABOUT THE GUEST, SUCH AS LAST VISIT, ANY CRITICISMS OR RECOMMENDATIONS.

ON ARRIVAL, THE GENERAL MANAGER SHOULD ATTEND OUR EHVANA GUEST’S CHECK- IN AT A PRIVATE RECEPTION AREA, AND PERSONALLY PRESENT THE WELCOME KIT OR PERHAPS EVEN INVITE THE EHVANA GUEST INTO THE HOME OF THE KERZNER GROUP REPRESENTATIVE.

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THE ROADMAP – HOW TO ONBOARD THEM

Roadmap ONBOARDING OUR EHVANA GUESTS

HOWEVER, BEFORE THE TRIP

WHAT IF?

+ there’s no pick up? Call the following day + there’s no response? Send an SMS message requesting call time + there’s no response to the SMS? Wait a week, then try again

If there is still no success, contact should be attempted in the next week. This will be logged into the system and will alert the General Manager to look out for the guest when he or she arrives.

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THE ROADMAP – HOW TO ONBOARD THEM

Roadmap ONBOARDING OUR EHVANA GUESTS

CALL TONE & APPROACH OF CALL

“Good afternoon/evening Mr./Mrs./Ms. XXXX. This is XXXX calling for One&Only Reethi Rah. I have some exciting news to share, is this a good time to talk?”

IF NO

“No problem. May I enquire when would be a convenient time, or would you prefer a text message?”

IF YES

“One&Only Reethi Rah has recently launched an exclusive programme called Ehvana which is by invitation only. As a valued guest of our resort, we have the honor to inform you that you are one of a select few we wish to invite. Would you like me to share some more information about the Ehvana programme?’’

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THE ROADMAP – HOW TO ONBOARD THEM

Onboarding Our Ehvana Guests WELCOME KIT

WELCOMING OUR Ehvana GUEST AT THE RESORT

First impressions are the most important, so please ensure the private reception area is resplendent with fresh flowers, an assortment of simple canapés with a choice of tea, coffee and juice. The guest should be greeted by name, presented with the welcoming gift and informed of the benefits of Ehvana.

A profile tracker should be present to record any conservational data. A bonus would be to capture the welcome with a picture, to be presented as a momento to the guest.

WELCOMING OUR Ehvana GUEST AT HOME

A uniformed driver should deliver the welcome gift, after waiting to be invited in to the private resident of the Ehvana member. The benefits of the programme should then be explained while key data is recorded on the profile tracker.

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THE WELCOMING KIT

WELCOME KIT – PREPARATION

Onboarding Our Ehvana Guests WELCOME KIT PREPARATION

INSERT CARD WITH EHVANA NAME IN BOX

INSERT BOX IN BAG

INSERT ‘WELCOME TO EHVANA’ CARD

PLACE POST-IT NOTE WITH EHVANA NAME TO IDENTIFY EACH BAG

INSERT ‘BENEFITS’ CARD

UPDATE STATUS OF WELCOME PACK PREPARATION IN ‘ELITE CONTACT SHEET’

WRAP APPROVED WELCOME GIFT IN BRAND WRAPPING PAPER

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WELCOME KIT – WELCOME BOX

Welcoming Kit: WELCOME BOX

222 MM

Item

WELCOME BOX

Size/Format

262mm (length) x 22mm (breadth) x 50mm (height)

WRAPPING PAPER

Print

Inner bottom panel: Gloss White Foil for One&only Logo and text

Item

WELCOME BOX LID

Size/Format

263mm (length) x 223mm (breadth) x 20mm (height)

Print

Gloss White Foil palm motif, Ehvana Logo

INNER PANEL

Item

WRAPPING PAPER

Size/Format

395mm (width) x 150mm (height)

Print

White palm motif to be gloss finish

Finish

Trim to size.

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WELCOME KIT – WELCOME BOX

Welcoming Kit: WELCOME BOX

Item

INNER BOX PANEL

Size/Format

220mm (width) x 260mm (height)

Print

One&Only logo - SIlver foiled

LINE TO BE DIE CUT (20MM)

INNER BOX PANEL

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THE EHVANA MANUAL GUIDE

WELCOME KIT – WELCOME CARD

Welcoming Kit: WELCOME CARD

Item

WELCOME CARD

Size/Format

85mm (width) x 120mm (height)

Print

Gloss White Foil palm motif and Ehvana Logo Silver Foiling for One&only Logo

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WELCOME KIT – LUGGAGE TAG

Welcoming Kit: LUGGAGE TAG

Item

LUGGAGE TAG

Size/Format

75mm (width) x 186mm (height)

Finishing

Die cut corners at top and drill 5mm diameter hole in top centre Perforated at 135mm - micro perforation Supply with white cotton elastic tie

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WELCOME KIT – THE PERSONAL KEY CARD

Welcoming Kit: PERSONAL KEY CARD

Item

PERSONAL KEY CARD

Size/Format

85mm (width) x 55mm (height) - standard template size to be confirmed by supplier Radius corners Suitable for room number coding

Print

Palm motif gloss silver finish Text white gloss finish

Finishing

Die cut to size

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WELCOME KIT – PROTOCOL

Welcoming Kit: WELCOMING PROTOCOL

MOST IMPORTANTLY, EHVANA GUESTS SHOULD BE INSTANTLY RECOGISABLE BY MANAGEMENT AND STAFF THROUGH PRIOR WORKSHOPPING. AN EHVANA GUEST SPOTTED ENTERING THE RESORT MUST TRIGGER AN ALERT THROUGHOUT THE RESORT. THE GUEST SHOULD BE GREETED BY THEIR FAMILY NAME, SERVED WITH A PREFERRED BEVERAGE IN A VVIP AREA AND WHERE POSSIBLE, BY PHOTOGRAPHED DURING THE WELCOME KIT PRESENTATION.

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WELCOME KIT – BEING RECOGNIZED

Onboarding Our Ehvana Guests RECOGNIZED AND GREET BY NAME

EHVANA MANAGER MUST GREET THEIR GUEST BY NAME AND WELCOME THEM INTO RESORT

EHVANA GUEST TO BE SERVED IN VIP ROOM & OFFERED PREVIOUSLY INDICATED PREFERENCE OF BEVERAGE

EHVANA MANAGER NEED TO ENSURE THEIR GUEST IS KNOWN TO COLLEAGUES AT THE RESORT & ALWAYS PROMOTE RECOGNITION THROUGH:

IF PICTURES CAN BE SECURED THROUGH ONLINE OR AT WELCOME KIT PRESENTATION PROCESS, USE PHOTO TO CREATE PICTURE CHART & PLACED IN THE STOCK ROOM BEHIND THE DOOR

WORKSHOPS CONDUCTED BY PREFERRED ASSOCIATE TO PROMOTE THEIR GUEST RECOGNITION (DISCUSS, DESCRIBE & DETAIL PREFERENCES)

EHVANA MANAGER SPOTTING THEIR EHVANA ENTERING ANY PART OF THE RESORTS, MUST ALERT THEIR COLLEAGUES & COMMUNICATE CLEARLY THE GUEST ’S NAME

END INTERACTION BY SAVING GUEST’S NAME

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THE EHVANA MANUAL GUIDE

THE PREFFERED BRAND & TASTES

PREFFERED BRAND & TASTES – BRAND PARTNERSHIPS

Our Ehvana Guests BRAND PARTNERSHIP

LAUNCHED IN YEAR 2

WHEN CLEANING THE ROOM OF THE EHVANA GUEST, IT’S IMPORTANT TO TAKE NOTE OF THE BRANDS IN THE ROOM . THIS CAN BE USED TO DEVELOP BRAND PARTNERSHIP WITH THESE BRANDS.

Alternatively, we can acquire a voucher of his or her favourite brand or offer gifts of the brands themselves. For example, if we know that Dior has released a new perfume, we can send the fragrance for his or her personal collection. Or if we know Christian Dior is having a private show, we can access a VIP ticket, and surprise our Ehvana guest with it. Obviously, the brand or event should be highly exclusive. After management approval, a call should be made to enquire (for event) if there is interest to attend. This should be followed by the delivery of a printed invitation, a required RSVP one week before the event, an SMS reminder and of cousre, a car pick up.

If there is no interest, the profile tracker will be updated.

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PREFFERED BRAND & TASTES – VIP BRAND EVENTS

Our Ehvana Guests VIP BRAND EVENTS

EVENT SHOULD BE HIGHLY EXCLUSIVE INVITATIONS SHOULD ALWAYS BE PERSONALISED

A PHONE CALL OR EMAIL IS MADE/SENT TO INQUIRE INITIAL INTEREST TO ATTEND

EHVANA INTERESTED

EHVANA RESPONSE

EHVANA NOT INTERESTED

SEND A PERSONALIZED PRINTED INVITATION BY COURIER OR DRIVER

EHVANA LEAVES VOICE MESSAGE

RSVP A WEEK BEFORE THE EVENT IN PERSON

SEND A REMINDER SMS

PROPOSE CAR PICK UP

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GIFTING PROGRAMME

GIFTING PROGRAMME – INTRODUCTION

Our Ehvana Guests GIFTING PROGRAM

THE DATES WHEN GIFTS ARE MOST APPRECIATED ARE BIRTHDAYS, MOTHER’S DAY AND EID.

A BIRTHDAY CALENDAR OF EHVANA GUESTS MUST THEREFORE BE CREATED BY THE EHVANA MANAGEMENT TEAM. THE CALENDAR AND RELEVANT SEASONAL LISTS SHOULD BE DISPATCHED TO RESORT MANAGEMENT. EVERY GIFT, WHICH WILL INCLUDE A CASHMERE BLANKET, SHOULD INCORPORATE A RELEVANT NOTE SIGNED BY BOTH THE EHVANA AND GENERAL MANAGERS.

A WHATSAPP MESSAGE SHOULD BE SENT ON THE DAY, BEFORE NOON.

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GIFTING PROGRAMME – ON GOING COMMUNICATION

Our Ehvana Guests ONGOING COMMUNICATION

WRITING COMMUNICATION

WHATSAPP

EMAIL

IT WOULD BE PREFERABLE TO CONTACT OUR

ALTENATIVELY, WE CAN USE EMAIL TO DIALOGUE WITH THEM IF IT IS EASY FOR THEM

EHVANA GUEST VIA WHATSAPP AS IT IS VERY PERSONAL AND INTIMADE.

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GIFTING PROGRAMME – ON GOING COMMUNICATION

Our Ehvana Guests ONGOING COMMUNICATION

EHVANA GUEST EMAILS US OR CONTACTS EHVANA VIA WHATSAPP EHVANA CONFIRMS RECEIPT. EHVANA AGENT FOLLOWS REGULARLY

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THE ROLE OF THE CONCIERGE & VILLA VALET

CONCIERGE & VILLA VALET – THEIR ROLE

In resort management CONCIERGE SERVICE/ VILLA VALET

THE CONCIERGE/VILLA VALET MUST BE IN A POSITION TO PROVIDE ANY INFORMATION TO THE EHVANA MANAGER. THIS IS NOT SPYING, THIS IS A SERVICE WHICH ALLOWS US TO BE ATTENTIVE AND RESPONSIVE. IT MAY BE GOOD OR BAD FEEDBACK, OR EVEN SOMETHING OF A MORE PERSONAL NATURE. DISCRETION IS MANDATORY IN THIS INSTANCE.

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PROFILE TRACKER

PROFILE TRACKER – ONBOARDING

Onboarding Our Ehvana Guests EHVANA PROFILE TRACKER

AS EACH PROFILE WILL CONTAIN PRIVATE, SENSITIVE DATA, ONLY THE EHVANA MANAGER WILL HAVE ACCESS TO THE PROFILE TRACKER.

WE STRONGLY RECOMMEND INPUTTING RELEVANT DATA IN AN IPAD, WHICH WILL BE LINKED TO THE CRM SYSTEM.

OF COURSE, WE WILL BE COMPLETELY TRANSPARENT TO OUR GUESTS.

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PROFILE TRACKER – ONBOARDING

Onboarding Our Ehvana Guests EHVANA PROFILE TRACKER

THIS EXERCISE CAN BE DONE BY : 1 . THE GENERAL MANAGER (WITH THE EHVANA MANAGER) 2. THE KERZNER REPRESENTATIVE IN THE HOME COUNTRY

DO: Remember to ask as many questions as it is polite, and prioritise the answers. Add any relevant information outside of questions. Complete the collected observations of holiday behaviour. Ensure there’s hard copy and an accessible soft copy on a sharable folder. Guests should be informed of legal data protection

DON’T: Do not request a guest to fill in their own profile tracker or repeat questions (refer to hard copy.

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PROFILE TRACKER – INSTRUCTIONS

Ehvana Profile Tracker INSTRUCTIONS

THE EHVANA MANAGER WILL ACCESSES GUEST INFORMATION THROUGH THE IPAD, SEARCHES FOR NAME AND PROCEEDS TO EITHER QUERY OR UPDATE INFORMATION. HE THEN CLICKS SUBMIT.

IF HE NEEDS TO CONTACT EHVANA, HE MUST LOG ON TO THE MASTER SHEET AND STATE HIS REASON FOR CONTACT.

EVERY EHVANA GUEST WILL HAVE AN UPDATED HARD COPY OF THEIR PROFILE SHEET.

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PROFILE TRACKER – INSTRUCTIONS

Onboarding Our Ehvana Guests EHVANA PROFILE TRACKER

CRM TO BUILD PROFILE TRACKER PER BRAND AND WITH ELITE DETAILS

ELECTRONIC

GUEST DETAILS ARE THEN SECURED WITH MINIMAL MANUAL INTRUSIONS

PA ACCESSES SURVEY THOUGH LINK ON IPAD AND SEARCHES FOR EHVANA NAMES

CELLS LOCKED AND WORKSHEETS PASSWORD PROTECTED

PROCEEDS TO QUERY AND UPDATE INFORMATION. INFORMATION SUBMITTED

CONTACT EHVANA

INFORMATION GETS PASSED INTO MASTER SHEET AND NOTIFIES EHVANA MANAGEMENT WITH UPDATE TO MONITOR QUALITY OF DATA CAPTURE.

EHVANA MANAGER LOGS INTO THE PROFILE TRACKER MASTER SHEET AND IDENTIFIES REASON TO CONTACT

EHVANA INTERACTION

WHEN EHVANA MANAGEMENT REOPENS THE SAME TEMPLATE THEY WILL APPEAR AS A BRAND NEW TEMPLATE TO RECORD DETAILS OF OTHER MEMBERS

MANUAL

EVERY INTERACTION LOGGED BY THE ASSOCIATES AUTOMATICALLY UPDATED IN THE MAIN PROFILE AND KPI TRACKER AND IS ACCESSIBLE BY EHVANA MANAGEMENT FOR FURTHER ANALYSIS.

EACH EHVANA WILL HAVE AN UPDATED PROFILE SHEET IN A PRINTABLE VERSION

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KPI

KPIS – MEASUREMENTS

KPIs MEASUREMENTS

THERE ARE TWO SETS OF VALUABLE HARD DATA WHICH WE CAN ACCUMULATE DUE TO THE TOOLS WE USE.

1 . OUR EHVANA GUESTS LIFESTYLES AND PREFERENCES, AND GAUGING THE IMPACT OF SERVICE FOR REFINEMENT PURPOSES.

2. THE NUMBERS, INCLUDING YOY/MOM SALES PROGRESSIONS, AVERAGE SPEND OF GUEST, FREQUENCY OF VISITS AND PERCENTAGE OF SALES ATTRIBUTABLE TO PROGRAMME MEMBERS.

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KPIS – MEASUREMENTS

KPIs WHAT TOOLS WILL MEASURE THE SUCESS AFTER THE FIRST YEAR

EHVANA TRACKERS

PURPOSE

ACCESSED BY

CAPTURE RELATED DATA TO ALLOW PERSONALIZED APPROACH

GENERAL MANAGER/ EHVANA MANAGER

PROFILE TRACKER

GENERAL MANAGER/ EHVANA MANAGER/ FACILITIES MANAGER

CAPTURE IMPACT OF SERVICES & EXPERIENCES

KPI TRACKER

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THANK YOU

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