Almaza FIT Concept March 15, 2009 Concept Description Facilities

FIT Concept Objective: Efficiently cater for the specific needs of our ‘individual’ travelers, (mainly local market) visiting Jaz Almaza Beach, Cristal and Oriental in order to exceed guest expectations and to maximize bottom line profit. Solution: Provide additional benefits, create spaces & facilities and to offer personalized services against a premium while providing value for money. FIT CONCEPT TO BE IMPLEMENTED IN ALL HOTELS HAVING THIS GUEST SEGMENT

FIT Concept Booking: Each type of room booked by Egyptian citizen start with ‘Elite’ as for example ‘Elite’ Standard Room or ‘Elite’ Executive Room or ‘Elite’ Suite or ‘Elite’ Presidential Suite or ‘Elite’ Royal Suite. VIP status: VIP 2 for all guests Stationery: Welcome letter explaining all the facilities upon arrival on the room (similar to Pharaoh club - letter)

FITConcept Pre-arrival experience: Trace arrivals 8 days out Trace / update profile Order personalized amenities booker personally to clarify / find out guest’s preferences . telephone Conversation Ascertain room configuration Re-confirm arrival time and confirm transfer arrangements Reconfirm / Ascertain guest preferences Celebrating of special events / occasions during stay Check CD and DVDs preferences

FIT Concept Arrival Experience Recognition at security entrance Meet / Greet arriving guest in the lobby Ascertain guest preference Offering Pressing / Housekeeping service / Restaurant reservations / Theatre bookings and so on Share with guest the extension details of the desk / person in order to ensure proper communication lines, allowing us to respond to any further requests promptly Cold towels with perfume and welcome drinks Courtesy call after 10 min.

FIT Concept Departure Experience One day prior to guest’s departure, ascertain / confirm departure time and transfer arrangements Offer onward reservation services Offer packing assistance by the butler Enquire pertaining to any guest feedback Car wash Water in the car Brand gift or home made carpet with logo

FIT Concept Valet parking: Welcome letter explaining all the facilities upon arrival on the room (similar to Pharaoh club - letter) Check In Welcome hostess Butler service for suites Check in at guest room All forms available in Arabic language including guest directory Rooming Rooming to the room – explain ‘Elite’ concept and facilities

FIT Concept Facilities ‘Elite’ assigned amenities are especially created food and beverage items: 1.Tea and coffee facilities in the room 2.Fruits and oriental pastry 3.Flower upon arrival 4.Bathrobe and slippers ‘Elite’ breakfast Location exclusive for guests where the breakfast buffet/menu is adjusted or offer a choice of either buffet in main restaurant and a la carte in a different location Time adjusted to habits Coffee/tea service during the day at no extra rate if requested ‘Elite’ Lounge Suite (or lift landing or dedicated reception or terrace ) adapted as library/relaxation room with TV set, etc. used as an executive lounge during the day (e.g. after breakfast till before dinner) - Maybe one suite for men/one suite for women Coffee/tea/Turkish coffee and soft drinks available Different board games/magazines available

FIT Concept ‘Elite’ beach Exclusive service for guests within the beach where the food and beverage is served against extra payment or if AI concept includes the service requested Special beverage and snacks menus ‘Elite’ pool Exclusive service for guests at the pool where the food and beverage is served against extra payment or if AI concept includes the service requested Special beverage and snacks menus A la carte Restaurants All menus available in Arabic Egyptian taste considered in Menus Discount/package of 3 diners in a different a la carte restaurant

FIT Concept ‘Elite’ Room Service Additional dishes of choice matching local (Egyptian) taste on separate Flyer as promotion of the month. ‘Elite’ Club Benefits Daily Arabic Newspaper Early check-in and late check-out Complimentary access to Club Lounge One evening cocktail with GM Discount on Massage or on services we want to promote (additional revenues) Bathrobes/slippers for all family members Occitane bath amenities/VIP set up Daily changing food amenities/sweet dreams gift Free of charge internet access in public area and rooms

FIT Concept Animation Especially in clubs as Jaz Almaza Beach and Jaz Belvedere the animation cannot satisfy all nationalities. Within the club concept alternative live music will be offered at the location of the lounge or other dedicated place. Club kids corner Arabic speaking animation. Guest Relation Guest Relations, Hostesses / Lobby Ambassadors are available to cater for the specific needs.