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Aman orientation booklet

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  • 1. 8
  • 2. Amanresorts Orientation
  • 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
  • 6. Amanresorts Orientation 23. Amanfayun, Hangzhou, China 24. Aman Sveti Stefan, Montenegro 25. Amanruya, Boudrum, Turkey 26. Amanzoe, Greece
  • 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.”