THE ARRIVAL &

DEPARTURE
MANIFESTOS
OUR BRAND PURPOSE
 WHERE ARE WE HEADING?

ACHIEVED THROUGH CURATED INCOMPARABLE GENUINE TRAVEL

PURPOSE OF TODAY

● To share with you the Arrival & Departure Manifestos which outline our future vision for
these guest journey points

WHAT ARE WE ASKING YOU TO DO?

● To bear these manifestos in mind as you do your ‘2022 Budget’

● From Q4 onwards we ask you to action implementation of these manifestos

● Before then you will receive more tools to assist you including a Self Assessment
Questionnaire & an Action Plan template

4
 ARRIVAL/DEPARTURE ADVISORY BOARD

Divisional focus Manifesto

SLT
Lead /Global
Sponsor focus
APAC EMEA NAM SAM T&C

Sai Niall Fernanda Diego Craig Rui Nicola

Renata
Alison
 OUR MANIFESTOS BRING OUR
INCOMPARABLE, GENUINE TRAVEL EXPERIENCES TO LIFE

Incomparable
Genuine Travel
Experiences
 OUR ARRIVAL MANIFESTO:
YOUR ENTRY INTO THE LEGEND, A WELCOME TO OUR HOME

YOUR ENTRY INTO THE LEGEND A WELCOME TO OUR HOME

EACH MANIFESTO FOCUSES ON FUNDAMENTALS AND DIFFERENTIATORS

FUNDAMENTALS DIFFERENTIATORS

Our guests receive a seamless, Your entry into the legend, a

personalised warm welcome welcome to our home
from the moment they arrive at
the destination
 ARRIVAL FUNDAMENTALS

Our guests receive a seamless,

personalised warm welcome from
the moment they arrive at the
destination
 DELIVERING OUR FUNDAMENTALS

1. Our guests receive a warm welcome from the moment they arrive at the destination

2. Each arrival is seamless, our guests feel personally recognized

3. A sense of arrival is created through consideration of the finer details

4. Each arrival showcases our passion for the local culinary culture through a welcome beverage, curated
and presented by local hands and hearts

5. Guests are offered a property and room orientation, personalised to their tastes and needs

6. Our guest’s belongings are delivered with care and efficiency to the room, in line with the guest
preferences
 1-

Our guests receive a warm welcome from

the moment they arrive at the destination
Our guests receive a warm welcome from the
moment they arrive at the destination

● There should always be a genuine character

greeting our guests at the door, who should
accompany the guest to the check in location

● All team members should be trained as such that if

they are the first person to encounter a guest
checking in, they should take ownership and
accompany the guest to the check in

● Any villa hosts or butlers should be formally

introduced, either at check in or when the guest
reaches their room, suite or villa

● Each check in is of equal importance regardless of

the time of day or night when the guest arrives
Our guests receive a warm welcome from the
moment they arrive at the destination

● The transfer is a key part of the arrival experience

and the guest should receive the same seamless and
personalised warm welcome they will on property

● In-car amenities - chilled water, cold towels, wifi,

music, reading materials

● English speaking chauffeurs, or where the guest

does not speak English attempt to match language
or a ‘greeter’ should also travel

● Chauffeurs should have an immersion on the

property and the local area & be provided basic
information on the guest (the guests stay history
with the property and Belmond)

● In car check should be offered (via the app or HMS

mobile in the future)

● Guests arriving in transfers arranged by us should

be greeted curbside
Our guests receive a warm welcome from the
moment they arrive at the destination

Self Drive:

● Where local legislation allows we should always

offer to valet park guest cars

● If cars are to be parked off site then the guest

must be informed of this and any appropriate
waiver signed

● For overnight guests an exterior clean of the

vehicle should be completed
 2-

Each arrival is seamless, our guests

feel personally recognized
Each arrival is seamless, our guests feel
personally recognized

● Advertised arrival times must be honoured

● Upsell:
○ Additions to the stay that would enhance
the guest experience for that unique
guest should be offered.
○ First focus complimentary offerings to
increase the perception of value for
money
○ Paid upsells where appropriate
○ Paid late check outs can be offered at
check in to avoid disappointment with
late requests

● Our guests should be recognised by name from

this point forward
 3-

A sense of arrival is created through

consideration of the finer details
A sense of arrival is created through
consideration of the finer details

A sense of arrival is key, and if not present in the

physical layout of the property itself, achieved via
styling and lighting

Beautiful living botanicals blur the line between

inside and out (upcoming botanical guidelines)

Every aspect of the arrival should reflect the local

property positioning
● Scent
● Music
● Uniform
● Signage
 4-

Each arrival showcases our passion

for the local culinary culture through
a welcome beverage, curated and
presented by local hands and hearts
Each arrival showcases our passion for the local
culinary culture through a welcome beverage,
curated and presented by local hands and hearts

● The arrival should include a nod to the food

or beverage offering of the property that
epitomises our F&B manifesto

● At a minimum a drink, served in OS&E that

reflects the craftsmanship of the artisans of
the area

● Storytelling accompany the offering

● Swift delivery & relevant to both the time of

day and the location of the check in.
 5-

Guests are offered a property and

room orientation, personalised to
their tastes and needs
Guests are offered a property and room orientation,
personalised to their tastes and needs

● Property tours should be conducted in line

with the guest preference; including the
timing

● Avoidance of the question ‘Is this your first

time?’

● Ensuring all relevant information shared is

used to enhance the guest experience

● Rooming should begin with the mandatory,

unique features of the room (be they
practical or aesthetic)

● Offering an additional service before

departing the room should be tailored to
the information gleaned from our
knowledge of the guest
 6-

Our guest’s belongings are delivered

with care and efficiency to the room,
in line with the guest preferences
Our guest’s belongings are delivered with care and
efficiency to the room, in line with the guest
preferences

● The handling of the guest luggage should

be as per the guest desires. Some guests
do not like their luggage to be handled

● Wherever possible, the luggage of the guest

should be placed in the room in advance of the
guests arrival

● If luggage has been damaged in any way in

transit the team should be trained to highlight
and to offer a service to help resolve

● ‘Lost luggage pack’

○ Where possible, offer complimentary
laundering of items the guest is wearing
that evening
 ARRIVAL DIFFERENTIATORS

Your entry into the legend, a welcome

to our home
 DELIVERING OUR DIFFERENTIATORS

1. Each arrival is a warm welcome to our home, a return to being amongst old friends

2. Our guests are offered the opportunity to arrive in spectacular style

3. Each arrival is personalised and exclusive. It sets the scene for the rest of the experience

4. Each arrival features a genuine, engaging cultural moment

5. We are houseproud and passionate storytellers, who immerse our guests in the legends of the place
 1-

Each arrival is a warm welcome to

our home, a return to being
amongst old friends
Every arrival is a warm welcome to our home,
a return to being amongst old friends

● The welcome to our property should

replicate the welcome you would make
should a friend visit your home

● The guest should be greeted by a Senior

member of the team - be it the General
Manager, Duty Manager, Senior Host

● Our genuine characters should welcome in

their own unique and incomparable way

● A natural welcome includes simple physical

welcoming gestures i.e. standing

● Should our guests leave the property during

their stay, they should experience the same
attention, warmth and personalised
welcome upon return
 2-

Our guests are offered the opportunity

to arrive in spectacular style
 3-

Each arrival is personalised and

exclusive. It sets the scene for the
rest of the experience
Each arrival is personalised and exclusive.
It sets the scene for the rest of the
experience

● The arrival is the ‘curtains up’ on the

performance

● Where possible private check ins should be

arranged for family parties and groups to avoid
impacting the other guests arrival experience

● Guiding guests to existing spaces to

facilitate private, exclusive, seated arrival
experiences. Consider the views the guests
can enjoy at this moment

● In-room or in-suite check in encouraged as

HMS facilitates mobile check in

● 15% of our guests take up the opportunity to

check in prior to arrival - this will continue to
be offered
 4-

Each arrival features a genuine,

engaging cultural moment
Each arrival features a genuine, engaging
cultural moment

● We are advocates of the arts. With the

support from local communities and
experts, we share our unrivalled passion for
cultural exchanges and performances

● These can be performed either by our

teams (Safaris) or by our contacts from
within the local community (The Royal
Scotsman or the Hiram Bingham)

● Subtle or overt as appropriate to the

property positioning

● La Residence Phou Vao offers the guests a

flower garland that guests can take to the
spiritual house to pray

● At Napasai the traditional Thai gong is rung

when our guests arrive; a 300 year old
tradition of the King when visitors arrived to
the Grand Palace
 5-

We are houseproud and passionate

storytellers, who immerse our guests
in the legends of the place
We are house proud and passionate storytellers,
who immerse our guests in the legends of the
place

● Of particular importance during the property

orientation and rooming, our storytelling should
be interspersed throughout the entire arrival
experience by our genuine characters

● We are the proud custodians of our history and

legendary past; we tell the tales that bring this
to life for our guests

● We also highlight our role in contemporary

culture, and how through our caring hands and
hearts we support each other and the local
community
39
THE DEPARTURE
MANIFESTO
 OUR DEPARTURE MANIFESTO:
A PERSONAL FAREWELL, UNTIL WE MEET AGAIN

A PERSONAL FAREWELL UNTIL WE MEET AGAIN

EACH MANIFESTO FOCUSES ON FUNDAMENTALS AND DIFFERENTIATORS

FUNDAMENTALS DIFFERENTIATORS

Our guests experience a A personal farewell, until

seamless departure, tailored to we meet again
the time of day
 DELIVERING OUR FUNDAMENTALS

1. Each departure is seamless, our guests feel personally recognised

2. Each departure is of equal importance and tailored to the time of day

3. Our guest’s belongings are handled with care and efficiency

4. Our guests receive a gift which serves as a personalised memento of their journey
 1-
Each departure is seamless,
our guests feel personally
recognised
Each departure is seamless, our guests feel
personally recognised

● To facilitate an efficient check out it is

recommended to email the guest a copy of
their bill on the morning of departure

● Check out should be swift, error free and

comprehensive. The team should offer to send
a copy of the bill via email

● Our guests should be offered water to take

away (in non single use plastic bottles)

● Proactive assistance with the next stage of the

guest journey, ensuring self drive cars or public
taxis are swiftly available

● Any cars parked with us overnight should be

cleaned externally
 2-

Each departure is of equal

importance and tailored to the time
of day
Each departure is of equal importance and
tailored to the time of day

● For guests departing before breakfast, a lobby or

even Room Service breakfast should be offered

● Picnic breakfasts should be in line with our Food

& Beverage manifesto - created and presented
by local hands and hearts, and inspired by the
legends, smells, tastes and views of the place.

● The packaging should be environmentally

friendly, single use plastic avoided and locally
appropriate alternatives considered.

● At La Residence Phou Vao handmade mulberry

paper is used.
 3-

Our guests receive a gift which

serves as a personalised memento
of their journey
Our guests receive a gift which serves as a
personalised memento of the legend to
which they now belong

● Simple, personalised gifts will be the most

memorable for our guests

● Time of gifting
○ Larger or liquid items should be gifted at
turndown on the last night to facilitate
packing, in particular for those taking
flights
○ Smaller mementos can be given at time
of check out

● A ‘sweet ending’ to the stay should take the

form of a healthy, traditional snack or sweet.
○ Given at departure or gifted as a surprise
in the transfer
○ Please consider wellness and dietary
requirements in your offering
 4-

Our guest’s belongings are handled

with care and efficiency
Our guest’s belongings are handled with care
and efficiency

● The handling of the guest luggage should

be as per the guest desires. Some guests
do not like their luggage to be handled

● The employee should at all times label and

communicate clearly to the guest about
their luggage.

● The employee should show care with the

guests belongings, and monitor the
luggage at all times
DEPARTURE DIFFERENTIATORS

A personal farewell, until we meet

again
 DELIVERING OUR DIFFERENTIATORS

1. Each departure features a personal, heartfelt goodbye from a character of Belmond

2. Each departure is personalised and exclusive, in line with the guest desires

3. We are the guests companion whilst at the destination, the ‘destination expert’ and facilitate their
smooth ongoing journey

4. A departure features a genuine, engaging cultural moment

5. Our guests are offered the opportunity to depart in spectacular style

 1-

Each departure features a personal,

heartfelt goodbye from a character
of Belmond
Each departure features a personal,
heartfelt goodbye from a character of
Belmond

● Each goodbye should be a fond farewell,

leaving our guests with warm memories of
friendship

● A handwritten note from the General

Manager, Hotel Manager or Senior Host the
day before departure should thank the guest
and invite them to meet before they depart

● Opportunity to gather feedback to

understand the guest’s future travel
aspirations

● This feedback can be used to provide one last

‘last night memory’

● Expressions of interest in other Belmond

properties should lead to a small gift which
perpetuates the legendary art of travel,
inspired by the property of interest
 2-

Each departure is personalised and

exclusive, in line with the guest’s
desires
Each departure is personalised and
exclusive, in line with the guest desires

● Guiding guests to existing spaces to facilitate

private, exclusive, seated departures is
encouraged

● At guest’s request, in-room check outs can be

facilitated as HMS rolls out

● Technologies will continue to be explored as

the Belmond app evolves to allow bill
monitoring by guests, and IPTV in-room bill
visibility

● A Belmond departure is a key moment in the

guest journey, but the transactional element
of a departure should be eased and facilitated
in line with the guest desires
 3-

We are the guests companion whilst

at the destination, the ‘destination
expert’, and we ensure a smooth
onward journey
We are the guests companion whilst at the
destination, the ‘destination expert’ and
facilitate their smooth ongoing journey

● Our relationship with our guests continues

long after they have passed back out through
our doors

● We facilitate the guest’s onward journeys

through:
○ Monitoring any delays with their next
mode of travel
○ Weighing bags

● Where applicable we should offer the option

of an express departure service, including
flight check in, immigration service and
departure lounge at the airport

● Our General Manager, Hotel Manager or

Senior Host should offer to continue to be a
‘destination expert’ whilst in our destinations
through sharing of business cards and
telephone numbers for ongoing support
 4-

A departure features a genuine,

engaging cultural moment
A departure features a genuine, engaging
cultural moment

● At a minimum the accompanied farewell to

the car leaves a notable impression, but
farewells can range from cinematographic to
subtle.

● At Cap Juluca & La Residence Phou Vao the

employees go to the front and say goodbye
waving their hands while the car is leaving

● At many of our trains & cruises the team lines

up on the platform to wave goodbye

● This could be a unique local tradition like a

departure blessing ceremony by a shaman
with holy water and cotton threads

● All departure moments should be in line with

the local property positioning
 5-

Our guests are offered the

opportunity to depart in spectacular
style
Our guests are offered the opportunity to
depart in spectacular style

● Dramatic, cinematic, authentic - the

departure should be a memorable
experience in itself

● As with the arrival consider bold statement

departures; helicopters (where appropriate),
boats, classic cars

● Partnerships with traditional, authentic

methods of transportation should be
considered

● Please embrace your pioneering spirit, looks

for ways we can approach the guests
departure differently and leave a lasting
memory of their time with Belmond
KEY STEPS TO DELIVER MANIFESTO AT OUR
PROPERTIES

NOW:

Take inspiration from the information shared today as you work on your
property strategies.

For 2022, what can you do now and are there any budgetary considerations

Q4 onwards:

1. Self Assessment

2. Property Workshop & Action Plan: The findings from the survey will
be discussed during a property workshop to understand key priorities in
order to implement the Manifesto.

3. Review: The Action Plan should be discussed with the Advisory Board &
next steps confirmed

4. Implement: Timings, responsibilities should be added to the action

plan

5. Update: The action plan should be regularly reviewed and updated and
is the key method for tracking progress on this manifesto
365