3. Amanresorts Orientation
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 the 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 family centered staff
who enjoy looking after their guests. The feeling generated by a co-
operative family focus in staff action will certainly affect our guests, as
well as make your own working hours a pleasant and productive
experience.
4. Amanresorts Orientation
AMAN PHILOSOPHY
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 toilets or dining room – so we do not use signs at Aman.
Our guests value their 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.
5. Amanresorts Orientation
AMANRESORTS INTERNATIONAL
1. Amanpuri – Phuket, Thailand
2. Hotel Bora Bora – Bora Bora Island, French Polynesia
3. Amandari – Kedewatan, Bali Indonesia
4. Amankila – Manggis, Karangasem, Bali Indonesia
5. Le Melezin – Courchevel, France
6. Amanusa – Nusa Dua, Bali Indonesia
7. Amanpulo – Pamalican Island, Philippines
8. Amanwana – Moyo Island, Sumbawa Indonesia
9. Amanjiwo – Borobudur, Central Java Indonesia
10. Amangani – Jackson Hole, Wyoming North America
11. Amanjena – Marrakech, Morocco
12. Aman New Delhii, India
13. Aman-i-Khas – Sawai Madhopur, Rajasthan India
14. Amankora – Bhutan
15. Amanbagh – Ajabghad, Rajasthan India
16. Amangalla – Fort Galle, Sri Lanka
17. Amanwella – Tangalle, Sri Lanka
18. Amanyara – Turks & Caicos, Carribean
19. Amansara, Siem Reap, Cambodia
20. Amantaka, Luang Prabang, Laos
21. Amangiri, Utah, USA
22. Aman at Summer Palace, Beijing, China
7. Amanresorts Orientation
AMANRESORTS
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 !
8. Amanresorts Orientation
OUR GUEST
“Our guest is the most important person in our business.
Our guest is not an interruption of our work,
he is the purpose of it.
Our guest is not someone to argue or match wits with.
Nobody ever won an argument with a guest.”
