Jaz Almaza Bay

1. Jaz Almaza Bay FIT Service Concept March 22, 2009

2. FIT Concept Objective: Through providing additional benefits and deliver personalized services against a premium, offering value for money, for the purpose of efficiently catering to the specific needs of our local guests visiting Jaz Almaza Bay in order to exceed guest expectations and at the same time to maximize bottom line profit.

3. FIT Concept • Pre-Arrival Experience: • Send E-mail or place a call in order to elaborate on preferences and to re-confirm arrival time and booking details. • Arrival Experience: • Guest recognition at security gate entrance. • Early Check-In, subject to availability, free of charge. • Separate Check-In available at the ‘Executive Lounge’. (During two months of high season at ‘Mashabeya’ Lobby) • Check-In registration card in English and Arabic • Valet parking offered, including car wash, complimentary • Welcomed by General Manager and / or Lobby Ambassador (Guest Relations), offering cocktail & refreshment. • Rooming by Lobby Ambassador. Note: Suite bookers, option to Check-In at their residence directly. • Courtesy call 10 minutes after Check-In by Lobby Ambassador to offer assistance. Note: For suites, courtesy visit, 10 minutes after Check-In by ‘Butler’ to offer assistance on e.g. laundry, restaurant reservations, etc.

4. FIT Concept • Food & Beverage: • A La Carte breakfast (separate outlet as alternative to the buffet concept) available. • Selected A La Carte restaurants available including Mediterranean, Seafood, Lebanese and a variety of buffet themes • (All menus available in English and Arabic) • A La Carte Snack Menu available at the beach and at the pool facilities. • Room Service 24/7 including specials e.g. romantic dinners, Fondue Menu, served at guest room or balcony / terrace. • Butler service for suites • Daily setup and exchange of amenities • Bars offer selective beverages, cocktails and snacks • Entertainment, life music, shows, events, games, sport activities, etc. at various outlets and locations (based on concept) • Imported alcoholic beverages as well as wines are available • Cigar menu available • Mini bar setup as per Jaz standard against charge • Turn down amenities

5. FIT Concept • Rooms: • Assigned VIP 2 status (bathroom amenities etc) • Tea and coffee facilities in the guest room (including water) • Fruits and oriental pastry in the guest room • Flower upon arrival • Bathrobe and slippers • Personal welcome letter signed by the General Manager • Stationary in English and Arabic • Daily turn down service

6. FIT Concept • Others: • Courtesy call placed by the General Manager or his deputy during guest stay. • Coffee / tea, soft drinks are available at the Executive Lounge during the day, as well as TV, magazines, newspapers, complimentary. (During two months of high season at ‘Mashabeya’ Lobby) • Internet access at public areas and in guest rooms available, against charge. • Daily Arabic newspapers • General Manager’s cocktail invitation, once per stay • Celebrate special events / occasions during guest stay • DVD selection available for Suites • Health Club free entrance, Massage against charge • A La Carte 30% discount on food check, for HB/FB/AI bookers • Children care service offered in Arabic language

7. FIT Concept • Departure Experience: • Late Check-Out subject to availability • Lobby Ambassador (Butler for suites) confirm departure details • Butler to offer packing assistance (Suites only) • Luggage pick-up • Offer Guest Book to enter comments as well as Comment Cards (English and Arabic) • Car valet service, car washed, complimentary water in the car • Offer reservation service for another Jaz Hotel • Giveaways for top VIP’s (VIP 1) • Email sent to guest after departure as thank you note and invitation to repeat the experience.