Amanresorts Orientation

Foreword

If you measure success in room numbers, Amanresorts hasn't achieved all that much in its first decade. Amanpuri, our first resort, opened January 1, 1988 with 40 rooms. Ten years and a dozen resorts later, we're up to 430 rooms. That's about what you would normally find in one medium-size resort. But then, we have never focused on being the biggest. We prefer to think small. Intimate. Involving. It's not that we are better than big hotels because we are small. We're different, that's all. Amanresorts responds to a contemporary lifestyle. That's what we offer - a lifestyle experience, one without limitations.

There are people with a similar lifestyle all over the world, in Europe, Asia, the Americas. Wherever. What they have in common - what brings them to Amanresorts - transcends geographic broundaries. It's not about lodging or food and beverage, either. Lifestyle is by definition multidimensional. It's about shared values. A lust for faraway cultures, for the world that surrounds and nourishes them. An appetite for physical pleasures, joy in being pampered by people who enjoy their work. An appreciation, too, of the creative and elegant in life the way a resort responds to its environment, the way light falls on a table, or water fills a pool, or people fit a public space. Each of our resorts is quite different, in location, and look and mood and guest experience. Yet each leaves an impression, a mark that in ways tangible and intangible, speaks of Amanresorts. We are grateful for what we have achieved in out first decade. Grateful in part, because so much of life is an accident. You stumble on something, you react to the opportunity, and sometimes you don't always know where it's going to lead you. In the case of Amanresorts, we discovered that there is another way. That you can build environmentally friendly and aesthetically pleasing resorts. That small is good for business as well as guests. That less is more, in design as in guest activities. Amanresorts is about taste, though we don't pretend to have a monopoly on that or on good ideas. Nor do we believe that we are perfect. The perfect resort has never been built and never will be. But to paraphrase [Gandhi?], "Many ideas never get started, because of the fear that they cannot be achieved." We started out first Amanresort 10 years ago with small ambitions. To date, we have achieved 13 of them.

In the coming decade, we will continue to explore new directions and new ideas. The world is big. Our ambitions will continue to be small.

In closing, I would like to express my admiration for, and my heartfelt gratitude to, our staff. They number in the many hundreds and most of them have been with us from the beginning, as hotel managers, as chambermaids, and drivers and guides, as cooks and cleaners and waiters and in so many other unseen, and invaluable, roles. In the end, they are Amanresorts.

Adrian Zecha

The Aman Philosophy

I. Aman - the Sanskrit word for "peace"
Our guests expect us to create a peaceful, relaxing atmosphere. Amanresorts are typically small, with 40 rooms or less. Most resorts are in remote and / or private locations, away from hectic city pace, noise, and pollution. Aman guests cherish their privacy. Aman resorts architecture is simple and minimalistic, and complements the local culture and environment. There are no flashing signs or logos at Aman.

II. Unique
Each resort is unique, but certain elements characterize all Aman resorts including a beautiful natural setting, exceptional service catering to the discerning traveler, a small number of rooms available to ensure exclusive personalized service, and the closest attention to detail. The guest experience is unique at each resort as it is influenced by the culture of the surrounding area.

III. Family Feeling
The guest experience at Amanresorts is complete only if the guest leaves with the feeling that he / she has been a guest in the home of a good friend. Naturally, the home-like mood is created by a family centered staff who enjoys looking after their guests. The feeling generated by a co-operativev family focus in staff action will certainly affect our guests, as well as make your own working hours a pleasant and productive experience.

Aman

- Our resorts are peaceful - in location, in design, in architecture.
- We have no signs at Aman - our resorts are homes. In our homes we don't use signs above the toilers or dining room so we do not use signs at Aman.
- Our guests value privacy and we strive to offer them a truly personal experience
- Our staff are calm and polite and never rude or in a hurry. At Aman we have a lot of time to satisfy our guests. There is never a time when we are too busy to help. We are always available, and we are always ready to help.
- Service delivery is smooth and peaceful. Our staff never run, shout, or behave unprofessionally.
- Housekeeping offers Magic Service - so that the guest is never disturbed.

Unique

- The LOOK, the architecture - our resorts should not look like a normal hotel, they should blend into the local environment.
- In location - beautiful, natural surroundings.
- In size - our resorts are very small in room numbers.
- In service standards and offers. There is a reason we charge such high prices.
- Product that we offer - we are not offering a hotel room and accommodation - what we offer is an EXPERIENCE. You are the ones who create the experience.
- We don't just satisfy the needs, we go beyond the expectations of our guests.
- Personal service - staff numbers (4 to every room). We have the time to give full guest focus. We must know our guest's needs and wants. We always focus on close attention to detail.
- No limitations - whatever the guest wants we will do our very best to provide - we are creative people and we will find a way to meet the needs and wants of our guests.
- Our Managers meet every guest - all Aman guests are VIPs
- Our staff - we employ people on personality and charm, we do not employ based on experience.

Family Feeling

- Our guests should feel like they are a guest in the home of a good friend.
- We use the guests names all the time, just as we would if they were staying in our own home
- We share knowledge and talk comfortably with our guests. We are all teachers of our culture and openly share this with our guests.
- Our staff - you - are the most important asset in our company - it is the staff that guests remember and return to see - not the buildings or the food or the temples. It is all about you.
- Aman staff enjoy looking after people. We take pride in caring for our guests.

Guest Treatment

Aman Philosophy:
Aman
Unique
Family Feeling

- Always Greet the Guest - use the Local Greeting
- Guest Focus - Guest comes First
- Courtesy (Staff-Staff, Staff-Guest)
- Determine Guest Needs and Wants
- Always be Efficient - Quick and Correct
- Give Explanations and Information
- Empathize - from the Guest's point of view
- Give Personal Attention but remain Professional
- Guest Contact should be a Complete Scenario
- Don't forget to SMILE and Enjoy your work!

Our Guest

"Our guest is the most important person in our business.
Our guest is not an interruption of out work, he is the purpose of it.
Our guest is not someone to argue or match withs with.
Nobody ever won an argument with a guest."