Turkey Trip 15. – 20. April 2013 Operational Improvements

Hotels surveyed Barut Lara Suites & Spa (401 rooms) HolidayCheck: 5.5 and 94% guests recommendation TripAdvisor: number 1 in Antalya (223 hotels) Traveler choice winner 2013 – Top luxury TUI Holly (3 or 4 years back to back) and Thomson Gold medal winner Less expensive Hotel Royal Holiday Village (500 rooms) HolidayCheck: 5.5 and 94% TripAdvisor: number 18 in Antalya (improved now to number 13) Rixos Premium (769 rooms) HolidayCheck: 5.6 and 94% TripAdvisor: number 19 in Belek (66 hotels) Traveler choice 2012 Most expensive hotel (EGP 500 more than Barut Lara) Additionally Calista, Susesi, Maxx Royal and Sensimar were visited

Food and Beverage

Welcome Drink Rixos Open Bar instead of served welcome drink in the lounge and at the entrance typical Egyptian sweet as welcome (Lokum offered in Turkey)

New arrivals welcome drinks Rixos

Ultra All-Inclusive Food Offer Barut Lara Breakfast Buffet main and Turunc restaurant Breakfast a la carte Late Breakfast Patisserie Lunch Main & Turunc restaurant Fast food corner Patisserie A la carte restaurant Dinner Main restaurant A la Carte Restaurant Night buffet till 1 am Important is the notice that the management can change opening time as needed seasonally as some outlets are outdoor only

Ultra All-Inclusive Food Offer Royal Palace

Ultra All-Inclusive Food Offer Rixos

Reduction of the themes evening with 5 a la carte restaurants Barut Lara 2 themes nights per week as Egyptian and Gala nights could be for our hotels with several a la carte restaurants. In low season close each day one or 2 a la carte restaurants as experienced.

Additional outlet – patisserie (which is Also the late breakfast outlet) Barut Lara

Additional outlet – local tent All the hotels Egyptian tent with tea and other Egyptian food and beverage spezialties (incl. Sisha) as here the Turkish ones

Additional outlet - Kids restaurants All hotels In all the hotels, a kids restaurant with hot and cold buffet (same build and set up as adult buffet) is available next to the main restaurant and inside the kids club itself (so 2 outlets for kids). In general kids facilities are amazing

Additional outlet – food court Barut Lara All the below items in addition to the snacks menu: Crepes Waffles Hamburger Mezzeh Pizza Fried Chicken (KFC style) In Calista hotel: Bagels Fruits Sandwiches Hot dogs

Additional outlet – food court Rixos Premium Hamburger Waffles Salads Pizza/Pide Fried Chicken (KFC style – 3 kinds) Bagels Fruits Sandwiches Soups Spaghetti Doener Filled potatoes Ice cream

Variety of food at the patisserie outlet Royal Palace Day oneDay two

Variety of food at buffet Royal Palace List kinds of Lara and Palace against JH&R And improvements where additional efforts are needed through SAA

Presentation of food at buffet All hotels

Seasonal strawberries fruit corner Barut Lara and Sensimar Side This corner can be implemented for all the seasonal fruits (tasty and at best price during their season as mango, water melon, figs etc. Same flexibility in our menu is need for vegetables as asparagus etc...

Hot croissants & french pastries All hotels

Eyes for details Royal Holiday Palace

Double usage of outlets for a la carte offers Barut Lara The indoor grill of the main restaurant is also the bbq a la carte restaurant with add. Terrace to main rest. (only outdoor or the beach and suites pool restaurant being for dinner a la carte outdoor restaurants

Ultra All-Inclusive Beverage offer Barut Lara Internatio nal branded spirits but local wines and sparking wine

Ultra All-Inclusive Beverage offer Barut Lara

Stair for kids at the bar Barut Lara/Rixos

Ultra All-Inclusive Beverage offer Barut Lara, Royal palace and Rixos Add minibar beverage within our all-inclusive offer

Table decoration for Turkish theme night Rixos Same for Egyptian night (Sofra in MM restaurant style)

Table set up a la carte restaurant Rixos and Barut Lara Runner on the table clothes and long clothes on side where no guests.

Table set up main restaurant – Runner on table clothe Rixos

Buffet sauces/dressings in clear wine bottles Royal Palace

Traditional service of Turkish coffee At Lobby Bar Sensimar

Mobile stations for waiters In and outdoor Barut Lara

Rooms

Sent in the wardrobe Royal Holiday Palace and Sensimar

High quality plastic chair with less maintennace as fer forge with cushion Sensimar

Paper envelop napkin instead of linen napkin to reduce misuse and loss Royal Palace

Top wardrobe set up with beach bag Barut Lara

Spa

Relaxation chairs with hot water Sensimar

Outdoor massage pavillons within the Spa garden Sensimar and Rixos

Entertainment

Barut Lara Not every day but if then high quality as the magic show Entertainment at Sensimar is 2 shows, 2 live music evenings and 1 Turkish night per week

Entertainment during low leisure season Rixos

Standing tables within the Amphitheater Sensimar

Safety

Colored cutting boards in preparation kitchen Royal Palace

Disinfection dispenser in toilets Sensimar

Bridge with light Rixos

Entire Hotel

Hotel map and clear offer description Barut Lara

Tour of the Hotel Rixos Each day at 4h30 pm introduction of all facilities of the property with golf cars and Taf-Taf This could be arranged for huge properties or on area level at MC and MM

Hotel facilities and Staff Introduction Barut Lara At each arrival, the new guests are invited to an introduction (at Barut Lara) in the indoor amphitheater where the film of all facilities of the hotels are presented to the guests in several languages. Additionally the GM present the department heads to the guests. Beverage and small canapés are served

Environment policy exposed at guests Information board Sensimar

Guests information through LCD at Reception Royal Palace

Guest photos competition Rixos Best pictures of the guests to be framed, exposed and recompensed with prizes. This pictures to become free for hotel usage in third parties web site and brochures if professional

Animal friendly hotels Sensimar and Royal Palace

Action Plan

Action Plan for pilot project hotels

My resume

Resume I can confirm the information from TUI Germany saying that their hotels in Egypt have a better total satisfaction but Turkey is far away in hotel facilities and F&B offers. In all the hotels we have visited the service is either lower or at similar level than our best hotels. Better service is available at the top hotels of Antalya as Calista, Susesi, Mardan and Maxx Royal With several adjustments in offers and facilities but also and especially in the main buffet offer and its design, space and live cooking facilities, we should be able to surpass any actual competitor in Egypt. We have also seen that a la carte restaurants are differently frequented (and in low season not all time opened) by the guests and not at first priority for the guest satisfaction. Also quality of food (except Turkish a la carte restaurants) is much lower than at the main restaurant buffet. Main restaurant and the wide food and beverage time offer/variety/live cooking are our main weaknesses to focus on as we will catch up with food corners and increased a la carte outlets.

Thank you for having been part of this trip