AAJA Orientation

Everything communicates: Place

Guests perceive the Anantara voice through the 5 senses:
• Sight
• Sound
• Touch
• Smell
• Taste

Everything communicates: Process

Guest interaction points

Everything communicates: Process

What can we do to create
on-brand experiences in these
guest interaction points?

Everything communicates: People

Despite the amazing experiences we create, the
comfort and luxury we offer or the opportunities our
guests have to relax or adventure…

…the thing they are most likely to remember
are the people

Everything communicates: People

We communicate through 3Vs:
• Verbal (words we use)
• Vocal (our tone of voice)
• Visual (body language)

Everything communicates: People

We communicate through 3Vs:
• Verbal (words we use)
• Vocal (our tone of voice)
• Visual (body language)

The Anantara voice Heart of the House

Front of the House Place
Process
Place People
Process
People

Building your authentic expertise

Read the stories provided
and come prepared to share
them in your own words

What I discovered

Based on what you learned
today, what will you do
differently when you get
back to work?

Thank you.

Bem-vindo

Bienvenue
ยนิ ดตี อ้ นรบั

Bienvenido

Willkommen

欢迎

Καλώς ήλθατε

ようこそ

Welcome

Benvenuti

환영합니다

ً‫مرحبا‬

A moment of reflection

Individually:
• Review what we covered yesterday
• Write down your key learnings

A moment of reflection

Individually:
• Review what we covered yesterday
• Write down your key learnings

At your tables:
• Discuss your key learnings
• Write on a flipchart
• Pick the top three

Telling your story

Learning objectives

At the end of this module, team members will have a clearer
understanding of:

• The purpose of telling a story
• How to craft a compelling story
• How to support the Anantara brand

through storytelling

Why tell a story? Storytelling

Strong brands helps communicate the
brand values in a way that is
build on clearly defined
values that help deliver on easy to understand

the brand promise

Why tell a story?

Our brand promise
Anantara is a luxury hospitality brand for modern travellers,
connecting them to genuine places, people and stories
through personal experiences, and providing heartfelt
hospitality in the world’s most exciting destinations.

Our passion
We are passionate about every guest leaving with an
amazing story

Telling your story

Activity
• Individually, write a brief story

about one of the stories you read
• Once finished, read the story to

the person sitting next to you

Crafting a compelling story

• Message
• Language

Crafting a compelling story: Message

Every good story has a clear message

Crafting a compelling story: Message

Individually:
• Read the fables in your workbook
• Write down the message of each of them

At your tables:
• Discuss the messages of each fable

Crafting a compelling story: Language

The language of a good story appeals
to the 5 senses:

• Sight
• Sound
• Touch
• Smell
• Taste

Telling your story in the Anantara voice

Re-write your story ensuring your
message is clear and that you are
using descriptive words that appeal
to the 5 senses.

What makes your story compelling?

What I discovered

Based on what you learned today,
what will you do differently when
you get back to work?

Thank you.

The Anantara guest

Learning objectives

The objectives of this module are
to help team members understand:

• Who the Anantara guest is
• How our actions impact their experience
• The practical application of the Guest

Interaction Guidebook
• Ways to exceed guests’ expectations

Our brand promise

Anantara is a luxury hospitality brand for modern travelers,
connecting them to genuine places, people and stories
through personal experiences, and providing heartfelt
hospitality in the world’s most exciting destinations.

The Anantara guest

To provide genuine,
heartfelt service that our guests
remember and recount to others, we
need to know who they really are…

They come from different countries,
have different careers and different
lives…

But they all share a similar attitude
toward life…

The Anantara guest

They seek a personal experience

They visit us to experience something
different, something new. They choose to
follow their own path, whether in an iconic
world city or on a remote stretch of beach.

Premium is an expectation

The standard that they expect is not
a rare treat, but a way of being.
Work and pleasure blend as they
move through time. Rather than an
entitlement, premium is a lifestyle.

The Anantara guest

Modern luxury is a mindset

They transcend traditional demographics. They
are the cutting edge of every generation, first to
embrace what is next. They are loyal to
experiences far more than icons.

They are open-minded and diverse

They seldom choose the common path;
discovery is not what they do, it is who they
are. They will follow their hearts before
following a guidebook.

The Anantara guest

They will remember genuine and insightful engagement

Although our guests will enjoy our luxurious locations and incredible
experiences, the thing they’ll remember most fondly are the simple,
sincere details...

The bartender that created a signature drink for their taste, the
concierge that recommended an eclectic new music venue, the
manager that shared real conversation and made a true emotional
connection…

These are the experiences they will remember.
Experiences that help define Anantara.

Our passion

We are passionate about every guest leaving with an
amazing story.

The Anantara guest

“We love to get under the skin of the places
we go to, and we always make a point of
trying to learn a few words in the local
language! Our concierge taught us a new
phrase every day!”

The Haltons from Dudley, England

“I travel often for business, so when I do,
I steer clear of the usual and typical; I
seek out authentic experience where I
can explore my love of food, wine and
culture. Life is short – I choose to live it!”

David from Dubai

The Anantara guest

“We love honest environments, whether it is local
architecture or the look and feel of the lobby! We
aren’t interested in glitz and glamour, we long for
authenticity when we travel. Native cuisine and
comfort are always part of our travel itinerary!”

Jimmy and Candace from Penang

“It was amazing how great the staff were
with our kids. They went out of their way to
keep them occupied and happy. By the end
of the trip my 10 year old son was helping
the pool staff lay out the towels in the
morning!”

The Hudson family from New York

The Guest Interaction Guidebook

Active guest interaction experiences Focus on these areas:

• Exceeding expectations • Food and Beverage
• Service netting • Arrival/Departure
• Service recovery • Housekeeping
• Common Areas
• Spa and Fitness
• Pool and Recreation

• Not intended to be all-inclusive
• Will expand for each property

Exceeding expectations

When we consistently provide on-brand
experiences that include genuine, insightful
engagement, we exceed expectations.

Our guests will remember being truly cared for
and understood.

Exceeding expectations

• Divide into groups of three
• Choose a skill practice scenario from the “exceeding

expectations” section of the Guest Interaction Guidebook
• Three rotations:

– one to play the team member
– one to play the guest
– one will be an observer

• Role play the chosen scenario

– Use your own words
– Look for body language as well as tone of voice

• Discuss what worked and what could be improved

“People Build
Brands.”

- William E Heinecke

Chairman and Founder

Minor International

What I discovered

Based on what you learned
today, what will you do
differently when you get
back to work?

Thank you.

Recognizing opportunities &
crafting solutions

Learning objectives

The objectives of this module are to help team
members:

• Understand service netting and service recovery and
how they impact the property and the brand

• Practice how to provide “on-brand” experiences for
both service netting as well as service recovery
opportunities

Recognizing opportunities &
crafting solutions

Service netting Service recovery

• Guest is unhappy and it is • Guest is unhappy and it IS
NOT our fault our fault

• Recognize opportunity • Craft a solution
• Do something about it • Do something about it

Service netting

Recognizing opportunities

We communicate through 3Vs:
• Verbal (words we use)
• Vocal (our tone of voice)
• Visual (body language)

Take action

What would you do?

• A single guest is lounging poolside, reading a book and sipping a
cocktail. You notice that she accidentally knocks the drink over.

• After a long journey, a couple arrive to check in and mention that
their 2 year old daughter is not feeling well.

• While on his way to the airport to catch an international flight back
home, a guest calls the hotel in a panic because he left his passport
in the room’s safe.

Service netting

• Divide into groups of three
• Choose a skill practice scenario from the Service Netting

section in the Guest Interaction Playbook
• Three rotations:

– one to play the team member
– one to play the guest
– one will be an observer

• Role play the chosen scenario

– Use your own words
– Look for body language as well as tone of voice

• Discuss what worked and what could be improved

Recognizing opportunities &
crafting solutions

Activity

• Think of a negative experience when you were a
customer

• Briefly tell the person next to you:
– What happened?
– How you felt?

• Be specific

Recognizing opportunities &
crafting solutions

Service netting Service recovery

• Guest is unhappy and it is NOT • Guest is unhappy and it IS our
our fault fault

• Recognize opportunity • Craft a solution
• Do something about it • Do something about it