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The Nile Ritz Carlton, Cairo

1 | Marriott International
The Nile Ritz Carlton, Cairo

Hotel Positioning:
 The Nile Ritz-Carlton, Cairo aims to be the hotel lifestyle destination in the region for its rich and au-
thentic Egyptian service and culture that would exceed expectation.
 The Craftsmanship of our Culinary and Restaurant personalities with its elevated creative programs will
be a focus for Food and Beverage.
 The Unique and exclusive programs around the city and the hotel for incentive groups is aimed to pro-
vide enriching and inspiring MICE experiences that embodies the Let Us Stay With You philosophy.
 Relax and unwind by our spectacular pool with a spacious area offering the feeling of scale with ample
opportunity for guests to relax in absolute privacy over seventeen cabanas. The pool span exceeds
Olympic pool regulation lengths.
 Enjoy a rejuvenating experience with our signature Rasul therapy in our pampering SPA. Complete your
therapy experience with a session of yoga on the spa terrace while the sun sets behind the Nile.
 Here you will find 9 treatment rooms that will indulge all your senses. Let us create a moment of peace-
ful bliss that you long remember.
 The introduction of The Nile Ritz-Carlton, Cairo hotel weddings with its unique flair and style will pro-
vide a solidify The Ritz-Carlton Wedding positioning in the region.
 Furthermore, please refer to the Credo and rest of the Credo card.

Mission Statement:
 The Nile Ritz-Carlton, Cairo will always present highly motivated, quality focused and result driven
Ladies and Gentlemen, who continuously seek opportunities to learn, grow and constantly innovate and
create new experience for our guest and ultimately position it as the leading hotel in Cairo (Middle East
and Africa)
 Our Ladies and Gentlemen will be known for their leadership skills, sound business acumen, smart strat-
egy decisions, operational creativity, successful entrepreneurship as well as for their sense of place by
actively participating in several community footprint initiatives.
 The Ladies and Gentlemen of The Nile Ritz-Carlton, Cairo will persistently provide unique, memorable
and personal experiences to our guest. The flawless and competent execution of standards will support
our company’s Vision and Mission and furthermore strengthen our reputation.
 Maximizing profit by applying industry savvy strategies as well as an efficient cost control of all areas
will ensure positive financial result to the satisfaction of all our stakeholders.
 The Nile Ritz-Carlton, Cairo will establish itself as the hotel in Middle East and Africa region and our
company will recognize us in terms of Employee Engagement, Guest Engagement and Financial Perfor-
mance.

Tradition and History

This section consists of the company’s history and traditions, and the Gold Standards. This will help you to
understand our company philosophy and explains who we are and what we stand for as a company and will
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The Nile Ritz Carlton, Cairo

prepare you in order to be successful in your job. Remember that you are the one that makes the Ritz-Carl-
ton successful.

History
The Ritz-Carlton Hotel Company was founded in August 1983, following the purchase of The Ritz-Carl-
ton, Boston and the rights to the name Ritz-Carlton throughout the United States. While the Company was
formed 1983, the legacy of the name dates back to the 1800s.

The legacy of The Ritz-Carlton begins with the celebrated hotelier Cesar Ritz, re-
ferred to as the king of hoteliers and the hotelier of kings by King Edward VII. The
first job for Ritz was as a waiter at “Voisin”, then the most fashionable restaurant in
Paris. His philosophy of service and innovation redefined the luxury hotel experience
in Europe with the opening of The Ritz in Paris in 1898. At the same time, Ritz was
involved with the Carlton Hotel in London. With the immense popularity of The
Paris Ritz, he decided to create The Ritz-Carlton Management Company and spread his name throughout
the world, signifying a new level within the hospitality industry. Beginning in 1910, The Ritz-Carlton Ho-
tels were established in the United States under the supervision of Cesar Ritz.

Cesar Ritz insisted on certain criteria that would be the foundation of the Paris Ritz and all future hotels
that would bear the Ritz name. The location was to be central and convenient to the city, but removed from
noise and congestion; an oasis, preferably overlooking a public park or square. The rooms were to be com-
fortable to live in rather than just attractive in appearance. Food and Beverage services were to be second to
none, not only in the quality of food presentation, but in its preparation as well. The offerings of the wine
cellar would appeal to the finest connoisseurs. Combining all of these elements, Ritz still considered the
most crucial aspect of his “perfect” hotel to be the service. In order to provide the finest service and to pro-
tect the quality of that which was being served, the number of employees was to exceed the number of
guests.

However, Ritz's standards for quality and service, prime locations and a 2 to 1 staff to guest ratio proved a
challenge to maintain. As a result, most of the hotels closed down over time. Following his death in 1918,
and in the years to follow, only one hotel would remain in continuous operation, The Ritz-Carlton, Boston.
The Ritz-Carlton, Boston opened its doors in 1927 and flourished for most of the 20th century. During this
time, the hotel's reputation quickly spread throughout the world and attracted many celebrated personalities
from all walks of life.
Beginning in 1961, the hotel was bought and sold several times until in 1983 William B. Johnson bought
the hotel and the rights to the name in the United States, establishing The Ritz-Carlton Hotel Company and
giving control of the operation to Horst H. Schulze. And so it is that in August 1983, the history of The
Ritz-Carlton Hotel Company, L.L.C. begins, and it began with a simple dream… to create the finest hotel
company in the world.

In 1982, Horst H. Schulze, a native of Germany, left a successful career with Hyatt in Chicago and moved
to Atlanta, Georgia, where the Company (then Monarch) was headquartered, to take on the role of Vice
President of Operations. At the time, the Company had no hotels. What they had was a dream. A dream
Schulze shared with developer William B. Johnson and then President Colgate Holmes. The dream was to
create something excellent, a hotel company to which none other could compare.

In 1983, William B. Johnson bought The Ritz-Carlton, Boston and the rights to the name Ritz-Carlton
throughout the United States. The hotel closed for renovation, and in the meantime, the first hotel, The
Ritz-Carlton, Buckhead, opened in Atlanta, Georgia in 1984, with Horst Schulze as V.P. of Operations and
General Manager. Shortly after, The Ritz-Carlton, Atlanta (downtown) was opened, followed by The Ritz-
Carlton, Boston, which reopened its doors that same year. Horst Schulze became Executive Vice President
in 1987 and President and Chief Operating Officer in 1988. In 1990, The Ritz-Carlton Hotel Company was
voted 'Best Hotel Chain in the United States' in a Zagat survey.

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The Nile Ritz Carlton, Cairo

In its first decade of operation, under the leadership of Horst Schulze, The Ritz-Carlton grew from one ho-
tel to 31, earning every accolade the industry could bestow. Mr. Schulze's personal Motto, We are Ladies
and Gentlemen Serving Ladies and Gentlemen, dates back to his early days as a server in a fine dining
restaurant in Germany and continues to be an integral part of the working philoso- phy of
The Ritz-Carlton Hotel Company.

Horst Schulze led the organization from its inception until February, 2001, when he stepped
out of his operational role to become Vice Chairman of the Company. During his tenure, Mr. Schulze led
the Company to win the coveted Malcolm Baldrige National Quality Award an unprecedented two times,
in 1992 and again in 1999. Under his leadership, the Company has grown to embody the values and phi-
losophy that he so passionately espoused.

In April of 1995, Marriott International, Inc. acquired an interest in the Ritz-Carlton Hotel Company and as
a result, a new company was formed, The Ritz-Carlton Hotel Company L.L.C (Limited Liability Com-
pany). As part of this transaction, Marriott International owned 49% equity interest in the Ritz-Carlton. In
1998, Marriott acquired the remaining interest, now
owning 100%. The new company, which does not own any company real estate, is based in Chevy Chase,
Maryland, operating separately from Marriott’s present lodging brands. Our relationship with Marriott has
given us significant advantages in the areas of purchasing, new business development, and technology.

In February 2001, Simon Cooper assumed the role as President and Chief Operating Officer (COO) of The
Ritz-Carlton Hotel Company, L.L.C. until August 2010 when co-founder Herve Humler took on as the
President and COO. As we move into our third decade, our focus is on world-wide expansion toward be -
ing 'the Premier Worldwide Provider of Luxury Travel and Hospitality Products and Services.'

The Ritz-Carlton, Logo

The lion and crown Ritz-Carlton logo is a combination of the British royal seal (the crown)
and the logo of a financial backer, an insurance company (the lion). Cesar Ritz combined
the two. In 1968, the logo was redesigned from a so what cowardly lion look to one, which
was more elegant and sophisticated. This marked a change in direction for the Ritz-Carlton
Hotel Company. It is interesting to note that, The Ritz London logo consisted of a lion and The Ritz Paris
logo contained a crown.

The Cobalt Blue Goblet

Many of The Ritz-Carlton hotels and resorts worldwide continue to set their tables with the
signature cobalt blue glasses. Several stories surround the history of the cobalt blue glass. One
story suggests that in 1927, Wyner ordered 26 Czechoslovakian crystal chandeliers designed
for the dining room at the Ritz-Carlton, Boston with cobalt blue accents and had goblets de -
signed to complement the look.
Another story suggests that the cobalt blue glass was very fashionable in the 1920’s in Boston. It
had become a status symbol following the importation of window glass from Holland, which had a chemi-
cal reaction when hitting the Boston air and turned blue. It then became a sign of wealth to have blue glass.
It meant you could afford imported crystal. The Ritz-Carlton, being quite fashionable, ordered glasses in
this color.

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The Nile Ritz Carlton, Cairo

Art and Design

In an effort to create sense of timelessness and history, The Ritz-Carlton Hotel Company has estab -
lished one of the most ambitious art programs in the industry. A concentration of 18 th and 19th century
paintings, rugs and art objects makes up the collection and helps create an ambience of elegance and so -
phistication reflective of private residences and museums in all of our hotels. An art adviser and curator
who documents and maintains the numerous pieces of art conserve the collection. Every attempt is made
by the interior designer, design coordinator and selection committee to have the art and design of each ho-
tel reflect the history and character of the respective locations.

Brand Extensions
Spa Development
Plans for spas continue at new or existing hotel locations expanding the company's leadership posi-
tion in the industry. Some spas at The Ritz-Carlton are operated under brands including Six Senses, La
Prairie.

The Ritz-Carlton Destination Club

Combining innovative membership options for luxury travel around the world, The Ritz-Carlton
Destination Club offers a vacation lifestyle tailored to each member’s needs and expectations.

Residences at The Ritz-Carlton

Luxury residences located in many of the world’s most vibrant cities and resort locations. Resi-
dences may be condominiums or estate homes, featuring top-of-the-line designs and finishes, and the ser-
vices of The Ritz-Carlton, including dedicated concierges, valets, doormen and a director of residences.
Amenities include private, owners-only pools, fitness centers, lounges and screening rooms, in addition to
access to hotel services such as in-residence dining, spa services and the like.

Leadership Center
Launched in 2000, The Ritz-Carlton Leadership Center has welcomed thousands of senior executives,
managers and line staff from a variety of industries. The Leadership Center has flourished as a resource
center for leading organizations interested in benchmarking many of the business practices that led to The
Ritz-Carlton becoming a two-time recipient of the Malcolm Baldridge National Quality Award.

Marriott International INC.

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The Nile Ritz Carlton, Cairo

Marriott International is our parent company. Marriott was founded by J. Willard Marriott in 1927
when he and his wife Alice Sheets opened a root beer stand in Washington D.C.. As a Mormon missionary
in the humid summers in Washington D.C, Marriott was convinced that what the city needed was such a
place to get a cool drink. Due to business needs, they soon expanded their root stand into a restaurant called
The Hot Shoppe and offered medium-priced food in a family environment. In 1928, the Marriott opened
their third restaurant, which offered curbside service. Business was strong and in 1929 the restaurant was
incorporated as Hot Shoppes, Inc. As Hot Shoppes evolved into a chain of restaurants, the Marriott main-
tained close family supervision of all facets of the business; for many years Alice served as company book-
keeper while Bill ran the business. Marriott's restaurant chain grew, and the company went public in 1953.
In 1957, he expanded his business to hotels and he grew his enterprise into a chain of restaurants and ho-
tels. The Key Bridge Marriott in Arlington, Virginia is Marriott International’s longest operating hotel, and
celebrated its 50th anniversary in 2009.

In 1964 Marriott handed the presidency to his son, J.W. Bill Marriott, Jr. At the time, the company
owned 45 Hot Shoppes and four hotels, as well as its other businesses, and that year the company's name
was changed to Marriott-Hot Shoppes, Inc. Bill Marriott Jr. wanted to accelerate the pace of growth. The
new president first concentrated on the lodging segment of the business. Over the next six years, Marriott
almost quadrupled in size and Bill Marriott, Jr. has led the company to spectacular worldwide growth and
succeeded his father as CEO in 1972. The company grew both by acquisition and by starting up new busi -
nesses and in 1967, shareholders approved a corporate name change to Marriott Corporation.

In 1992 Marriott Corporation split into two companies, Marriott International, created to manage
the Marriott family of hotel and restaurant brands, and Host Marriott Corporation, formed to own lodging
properties, as well as handling Marriott's airport and turnpike concessions. In 2002 Marriott International
began a major restructuring, so that it could focus on hotel ownership and management. The changes were
completed in 2003.

Today, Marriott International has about 3,400 lodging properties located in the United States and 67
other countries and territories. It’s current president and CEO is Arne Sorenson and Bill Marriott Jr. as-
sumes the role of Executive Chairman and Chairman of the Board.

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The Nile Ritz Carlton, Cairo

Marriott Brands

Iconic Luxury

Luxury

Life-
style
Col-
lec-
tions

Signature

Modern Essentials

Extended Stay

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The Nile Ritz Carlton, Cairo

MESSAGE FROM HERVE HUMLER

On behalf of all the ladies and gentlemen at The Ritz-Carlton Hotel Company, L.L.C., you are ex -
tended a warm welcome to the most luxurious properties around the world.
Congratulations on your new position. I am confident you will find this assignment both stimulating and
rewarding. Throughout the next 21 days, you will be challenged to learn new skills, and most importantly,
understand and embrace the values that distinguish The Ritz-Carlton Hotel Company from all other com-
panies in our industry.
The Ritz-Carlton is renowned for its Legendary Service; each of our ladies and gentlemen recognize this
and work hard to ensure its continuance. Your individual pledge to this standard of excellence is therefore
essential.
In return, we will strive to provide you with career opportunities that are both rewarding and challenging.
To your success!

Sincerely,
Mr. Herve Humler
President and Chief Operating Officer
The Ritz-Carlton Hotel Company, LLC

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The Nile Ritz Carlton, Cairo

The Gold Standards

“Although much imitated, The Gold Standards as embodied in The Credo Card remain an industry finest
and are a blue print for our success” - Horst Schulze, former President and Chief Operating Officer has
said. “Every employee has the business plan of The Ritz-Carlton in his or her pocket, constantly reinforcing
that guest satisfaction is our highest mission.”

The Ritz-Carlton Hotel Company was founded on principles of groundbreaking levels of customer service.
The essence of this philosophy was refined into a set of core value collectively called THE GOLD STAN-
DARDS. To this day, all ladies and gentlemen of The Ritz-Carlton know, embrace and energize these
guidelines, aided by their constant presence on the written form of a pocket-sized, laminated card.

Credo Card

The Credo

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The Ritz-Carlton Hotel is a place

Where the genuine care and comfort
Of our guests is our highest mission.

We pledge to provide the finest

Personal service and facilities for our guests
Who will always enjoy a warm, relaxed
Yet refined ambience.

The Ritz-Carlton experience

enlivens the senses, instills well-being
and fulfills even the unexpressed wishes
and needs of our guests

The Credo, which translates from Latin to: “I believe”, was developed in 1986. The Credo is made up of
very powerful words that reflect our commitment to our guests!

The Following is an excerpt from the “Commitment to Quality” March 11-17, 1996.

The first sentence of the Credo defines our attitude. This is not something that can be instilled in a
person. People either care or they don’t.

How do we define the word “CARE”? Whether checking a guest into the hotel or solving a problem, we
must show the customer that we care about them. When we show we “care”, customers will reward us with
their loyalty.

The second sentence of the Credo describes what sets us apart from every other hotel. This is what
we create with our engagement, oriental carpets, oil paintings, chandeliers, verbiage, uniforms, etc. If any
or all of this was taken away, we would have nothing to set us apart.

The final sentence of the Credo relays how we do what we do. This is what our customers expect and it can
be expressed through the following:

 Professional, courteous and prompt service.

 Our full and undivided attention each time the customer chooses to do business with us.
 Quality products and services.
 Fulfillment of needs in a manner consistent with reasonable service expectations.
 Competent and well-trained staff.
 Attention to every detail every time they access our customer service system.
 The benefits of all our resources, teamwork, and networks to provide superior, long-term service.
 Open channels of communication for feedback, complaints and compliments.
 A fair price for our products and services.
 Appreciation from you and your staff for past and future business.

The Motto

“We are Ladies and Gentlemen

Serving Ladies and Gentlemen.”
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Our Motto communicates the expectations that we will treat one another as ladies and gentlemen, with re-
spect and dignity! The language of the motto instills a timeless sense of pride and self-esteem in our service
profession.

The Three Steps of Service

1.
A warm and sincere greeting.
Use the guest’s name.
2.
Anticipation and fulfillment of each guest’s needs.
3.
Fond farewell.
Give a warm good-bye
And use the guest’s name.

The Employee Promise

At the Ritz-Carlton, our ladies and gentlemen

are the most important resource in our service
commitment to our guests.

By applying the principles of trust, honesty,

respect, integrity and commitment, we nurture
and maximize talent to the benefit of each
individual and the company.

The Ritz-Carlton fosters a work

environment where diversity is
valued, quality of life is enhanced,
individual aspirations are fulfilled, and
The Ritz-Carlton Mystique is strengthened.

The Ritz-Carlton Service Values

1. I build strong relationships and create Ritz-Carlton guests for life.

2. I am always responsive to the expressed and unexpressed wishes and needs of our guests.

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3. I am empowered to create unique, memorable and personal experiences for our guests.

4. I understand my role in achieving the Key Success Factors, embracing Community Footprints and
creating The Ritz-Carlton Mystique.

5. I continuously seek opportunities to innovate and improve The Ritz-Carlton experience.

6. I own and immediately resolve guest problems.

7. I create a work environment of teamwork and lateral service so that the needs of our guests and
each other are met.

8. I have the opportunity to continuously learn and grow.

9. I am involved in the planning of the work that affects me.

10. I am proud of my professional appearance, language, and behavior.

11. I protect the privacy and security of our guests, my fellow employees and the company’s confiden-
tial information and assets.

12. I am responsible for uncompromising levels of cleanliness and creating a safe and accident-free en-
vironment.

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The Pyramid
The Pyramid itself is made up of the Vision, Mission, and Key Success Factors as well as our Foundation
as a company: Our Gold Standards.

The VISION “To Be the Premier Worldwide Provider of Luxury Experiences” represents our
long-term aspirations and strategic direction. The best description of the word “luxury” can be found in
Credo which describes the key ingredients of a luxury experience such as genuine care and comfort, finest
personal services and facilities, warm, relaxed and refined ambience, sense of well-being, and fulfilled
wishes and needs.

The MISSION of “Service, Product, and Profit Leadership” defines what we must accomplish
to achieve our Vision. Leadership effectively describes our company as setting the benchmark for service,
product, and profit.
Service is exceptional delivery of The Gold Standards
Product represents superior facilities and amenities
Profit is outstanding financial results necessary to operate and grow our business

The FOUNDATION - “The Gold Standards” and “Community Footprints: define our Service Cul-
ture, Values and Philosophy. There are 5 components of our Gold Standards which are listed on the credo
card.

The KEY SUCCESS FACTORS stay the same every year and are made up of five categories:
1) The Ritz-Carlton Mystique
2) Employee Engagement
3) Guest Engagement
4) Product & Service Excellence
5) Financial Performance

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The Nile Ritz Carlton, Cairo

What changes year-to-year are the areas of focus beneath each Key Success Factor that have been identi-
fied as business priorities based on our annual SWOT (Strengths, Weaknesses, Opportunities, Threats)
process

The Ritz-Carlton’s Strategic Planning Process plays a major role in guiding our organization to systemati -
cally pursue higher performance levels. It is designed to ensure our strategies balance the needs of key
stakeholders and long and short-term goals. In addition, the plan enables innovation yet encourages align -
ment between properties. Finally, it is designed to foster both incremental and major (“breakthrough”) im-
provements.

Community Footprints
At The Ritz-Carlton, we have built a legacy of extraordinary service. This tradition ex-
tends into our Community Footprints program and inspires us to positively impact the lives of
others. Every contribution we make is an opportunity to leave an imprint on our communities.

The Ritz-Carlton social responsibility program, Community Footprints, focuses on

 Hunger and poverty relief

 Well-being of children
 Environmental conservation

Through these efforts our Ladies and Gentlemen are making a meaningful difference in our communities
around the world. Also through the Give Back Getaways program we offer our guests a unique opportunity
to participate in half-day volunteer experiences in the local community. These authentic programs are per-
sonally enriching and create lifetime memories.

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Mystique
In 2005, The Ritz-Carlton designed Mystique as a brand standard to provide greater functionality and ease
of use than prior guest information systems

 Mystique is our global application for customer information

 All Ritz-Carlton Hotels, Destination Clubs & Residences use Mystique
 Ritz-Carlton Hotels, Destination Clubs, Residences, Club Member Services, Global Reservations
Sales, Regional and Corporate employees have access to our global customer profiles
 Mystique interfaces with MARSHA (reservation system), PMS (local property management sys-
tems – i.e. Opera, FSPMS) and SGI (Rewards database) which eliminates manual data entry or dou-
ble-entry of guest profiles for guests with room reservations
 Cobalt Card Members, Hotel Owners, Reward members, Residence Owners, Destination Club
Members and Hotel Guests all have customer profiles that enables us to deliver unique, memorable
& personal experiences that create guests for life
 With unique preferences, interests, special event dates, relationship information, past guest inci-
dents and member-owner information we can drive engagement at all touch points
 Personalized information can be stored VIP history and Relationships
 Memberships (Destination Clubs, Residential ownership, etc.)
 Preferences, Events & Interests
 Activities (Pre-Arrival and Amenity delivery)
 Service Requests (past Guest Incidents & Rapid Response)
 Stay Information (past, present and future reservations)
 Service & Amenities (history of amenities sent)
 Attachments (photos or company website URL)

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The Ritz-Carlton Rewards

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The Nile Ritz Carlton, Cairo

Scenography

Stories of the Nile

From sunset to sunrise the Nile shimmers and the Museum is lit to glitter
Arises the Nile Ritz-Carlton to flare Cairo’s dawn to blare
The bride of Nile serves Sugarcane sap amid oriental chants

9 Key elements
1. The Nile River

2. The Egyptian Museum

3. Pharaonic Mosaic unique Façade

4. Mix of Pharaonic and Middle Eastern interior

5. Very authentic welcome drink

6. Bride of the Nile warm welcome

7. Our Ladies & Gentlemen

8. The Golden Standards

9. Oriental Music

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The Nile Ritz Carlton, Cairo

Property Information
Address
1113 Corniche El Nile Street, Cairo Egypt.
Tel. no.: +202 25778899
Fax no.: +202 25780475

Opening
Q4- 2015

Ownership
Misr Hotels Co.

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 The Nile Ritz Carlton, Cairo

THE GUIDANCE TEAM

Joe Ghayad
General Manager
Extension# 5000
joe.ghayad@ritzcarlton.com

Tawfik Mokhtar Mahmoud Abdel Gawad Eugene De Rooze

Resident Manager Director of Finance Director of Food & Beverage
Extension# 5100 Extension# 5200 Extension# 5004
tawfik.mokhtar@ritzcarlton.com m eugene.derooze@ritzcarlton.com

Khaled Ibrahim Yasmine Shaker Mohamed El Belkemy

Executive Chef Director of Human Resources Director of Engineering
Extension# 6200 Extension# 5300 Extension# 5900
khaled.ibrahim@ritzcarlton.com yasmine.shaker@ritzcarlton.com mohamed.belkemy@ritzcarlton.com

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The Nile Ritz Carlton, Cairo

THE DIVISION HEADS

Tarek El Halawany Mosaad Mostafa Essam Naguib

Director of Loss Prevention Director of Housekeeping Front of House Manager
Extension# 5500 Extension# 5801 Extension# 5601
tarek.elhalawany@ritzcarlton.com mossad.elashry@ritzcarlton.com essam.naguib@ritzacarlton.com

Elhamy Ramzy Michael Eshak

Assistant Director of Sales and Marketing Assistant Director of Food and Beverage
Extension# 5103 Extension# 6410
elhamy.ramzy@ritzcarlton.com michael.eshak@ritzcarlton.com

Guest Room Features & Amenities

EXTRA SPACIOUS LAYOUTS
 Authentic designs in a spacious and luxurious guest room
 Breathtaking view of the River Nile or an exclusive view of the Egyptian Museum
 A practical working desk for convenience

ROOMS
OCCUPANCY
 2 adults
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The Nile Ritz Carlton, Cairo

FLOORS
 3-12
SIZE
 484 ft2 / 45m2
BED & BATH
 Your choice of King or Twin beds
 The finest Egyptian Cotton linens for complete comfort
 Full marble bathrooms with enclosed rain shower & bathtub
 Plush terry robes for each guest
 Luxurious Asprey bath amenities
 Oversized soaking tubs
 Double sink
 Lighted shaving/make-up mirror
ROOM FEATURES
 Daily housekeeping services
 Fully stocked minibar in room
 Complimentary bottled water daily
 Newspapers of your choice
 Bathroom phone for convenience
ENTERTAINMENT
 47-inch LED flat-screen TV with cable service and high-definition channels
 On-demand movies available
 DVD player upon request
INTERNET ACCESS
 Wired or wireless Internet access available
SERVICES AND AMENITIES
 Access to Club Lounge at an extra charge
 All day in-room dining available
 All day laundry service available
 Tea and coffee service in room
 Electronic safe in room

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SUITES
Junior Suite1
OCCUPANCY
 3 Adults
BED
 King bed
 Rollaway bed (available upon request)
VIEW
 City, Egyptian Museum
FLOORS
 3 – 12
SIZE
 775 ft2 / 72 m2

ROOM FEATURES
 Daily Housekeeping services, twice a day and as per your request
ENTERTAINMENT
 55-inch LED flat-screen TV with cable service and high-definition channels
 Built-in mirror LED TV in bathroom
SERVICES AND AMENITIES
 Ironing board available

Executive Suite2
OCCUPANCY
 3 Adults
BED
 King bed
 Rollaway bed (available upon request)
VIEW
 Nile
FLOORS
 3 – 12
SIZE
 775 ft2 / 72 m2
ROOM FEATURES
 Daily Housekeeping services, twice a day and as per your request
ENTERTAINMENT
 55-inch LED flat-screen TV with cable service and high-definition channels

1
All features, services and amenities in Junior Suite are in addition to what is available in rooms.
2
All features, services and amenities in Executive Suite are in addition to what is available in rooms and Junior Suite.

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 Built-in mirror LED TV in bathroom

SERVICES AND AMENITIES
 Upgrade to Club Level for complimentary Wi-Fi

The Ritz-Carlton Suite

OCCUPANCY
 3 Adults
BED
 King bed
 Rollaway bed (available upon request)
VIEW
 Nile & City
FLOORS
 3 – 12
SIZE
 1249 ft2 | 117 m2
ROOM FEATURES
 Daily Housekeeping services, twice a day & as per your request
 Externally connected to Deluxe Room
ENTERTAINMENT
 Two 55-inch LED flat-screen TV with cable service & high-definition channels
 Built-in LED TV in bathroom mirror

Presidential Suite3
OCCUPANCY
 4 Adults
VIEW
 Nile
FLOORS
 8 – 12
SIZE
 1,550 ft2 / 144 m2
ENTERTAINMENT
 Two 55-inch flat-screen TVs with cable service & high definition channels
INTERNET ACCESS
 Complimentary Internet access throughout suite

3
All features, services and amenities in Presidential Suite are in addition to what is available in rooms, Junior Suite, and Execu-
tive Suite.
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Royal Suite4
OCCUPANCY
 4 Adults
BED
 King bed
 Rollaway bed (available upon request)
VIEW
 Nile
FLOORS
 10 – 12
SIZE
 4,628 ft2 / 430 m2
BATHROOM
 Two and a half marble baths in suite

ENTERTAINMENT
 55-inch LED flat-screen TV with cable service & high definition channels
INTERNET ACCESS
 Complimentary Internet access available throughout suite

4
All features, services and amenities in Royal Suite are in addition to what is available in all other rooms and suites.

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Hotel Amenities
 4 restaurants
 3 bars
 2 lounges
 Sweet boutique
 24-hour fitness center
 Recreation and leisure facilities
 Hair salon
 Outdoor pool
 The Ritz-Carlton Spa
 Club lounge with complimentary food and beverage presentations throughout the day
 High-speed Internet
 Banquet facilities
 Valet parking
Business Services
 24-hour business center
 Delivery, fax, photocopying, secretarial and translation services
 Audio/Visual equipment
 Internet access
 Multiple fiber optic cables for transmitting voice and data
 Computer networking within, and between, all meeting rooms
 Concierge
Hotel Policies
 Check-in: 2:00 p.m.
 Checkout: 12:00 p.m.
 Reservations must be cancelled by 6:00 p.m. on the day of arrival to avoid cancellation charges.
During events, reservations should be cancelled 72 hours prior to arrival to avoid cancellation
charges.
Pets
 Pets are not allowed on property.

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DINING
LOBBY LOUNGE

The Lobby Lounge is the perfect mixture of elegance and authenticity serving varieties of luxury teas. It is
located on the ground floor and offers a large selection of gourmet sandwiches and divine desserts as well
as handcrafted fresh cocktails perfumed with local flavors along the soft classical music of piano, harp, or
Arabic live quartet. The Lobby Lounge operates from 07:00 till 01:00.

RITZ BAR

Spacious and conveniently located on the ground floor, the Ritz Bar operates from 07:00 till 01:00 with
live entertainment. The Ritz Bar offers a great beverage experience that plays on all the senses because if
the unique ingredients that are carefully created in-house to showcase the passion, knowledge and expertise
of our ladies and gentlemen.

SWEET BOUTIQUE

The logo is classic and vintage, as well as the name is descriptive, the soft choice of colors is innocent yet
refined. Sweet Boutique is your place if you’re looking for a luxurious sweet experience with our signature
Ritz-Carlton Cake and After Eight® hot chocolate. Sweet Boutique also offers croissants, muffins and
gelato. "Sweet" is referring to the nature of the patisserie, chocolate, and other confectionary. The word
"boutique" establishes it as niche, as the term has begun to be applied to items that are exclusive, or pro -
duced in intentionally small number to be sold at very high prices.

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CULINA

Located on the ground floor, Savory is the All Day Dining Restaurant. The restaurant offers extensive
breakfast buffet selection daily from 06:30 till 10:30. Lunch & dinner will be served à la carte from 12:30
till 16:00 & from 18:30 till 22:30 respectively & will offer the opportunity to discover many different culi-
nary experiences during our guests’ stay in Cairo. Savory will have brunch buffet on weekends featuring
live entertainment.

BAB EL-SHARQ

Located on the ground floor, Bab El Sharq is the Arabic Restaurant open for lunch and dinner from 12:00
till 02:00. The venue offers Arabian food, and the guests will have the chance to have the full experience as
there will be live Arabic quartet to set the mood from 21:00 till 01:00.
"Bab El Sharq" means gateway to the orient, which an invitation to taste and experience a comprehensive
Middle Eastern cuisine. The name "Bab" meaning, literally "door" emphasizes the role of doors in the
Egyptian and Middle Eastern culture.

THE PATIO

The Patio is the outdoor location in the hotel that’s on the ground floor and adjacent to the water feature
area. Closest to what a patio is, the name is descriptive of the overall feel and mood of the place. The chef
is serving a great selection of grilled food and light meals to accompany the rich selection of beverages and
cocktails. The beverage service starts from 09:00 till 18:00 & the food service starts at 11:00 AM till 18:00.
The origin of the word is Spanish, where it means an outdoor space general used for dining or recreation
that adjoins a residence and is typically paved. The word comes to English from Spanish where it has a dif-
ferent meaning, namely a roofless inner courtyard.

VIVO

The Italian restaurant has one of the most prestigious locations on the second floor of the hotel. Overlook -
ing the marvelous Nile, the rustic Italian food will taste even more delicious with a view to complete the
amazing experience. This restaurant operates from 12:00 till 15:30 serving Lunch & from 18:00 till 23:30
serving Dinner.
Vivo means alive, which is a good feeling word, that implies happiness and wellbeing, which is the feeling
we want to reflect in our restaurant. Vivo is also short and easy to pronounce.

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BAR'ORO

Bar'Oro has one of the most prestigious locations on the second floor of the hotel, with its breathtaking
Nile view. The luxurious bar offers a large selection of cocktails and local and imported wine, as well as it
has a cigar boutique and live entertainment including a pianist and singe for those who love indulgence.
Bar’Oro opens daily from 6:00 PM until 1:00 AM.
The golden bar that has it all: gold mine of fun and alcohol.
Black and gold colors are associated in the mindset of nightlife goers, gold is the frosting of every woman's
night outfit.
The color gold is the color of success, achievement, and triumph. Gold is associated with abundance and
prosperity, luxury and quality, prestige and sophistication, value and elegance. The psychology of this
color implies high value, affluence, material wealth and extravagance. It reflects wisdom, beauty and gen-
erosity.
Ancient Egyptians were fascinated by gold and still modern Egyptians are as fascinated! In fact, Egypt's as-
sociation with gold reaches back more than 5500 years, which makes the culture largely responsible for hu-
mans' obsession with this precious metal.

NOX*

Located on the roof top, the guest will enjoy their gourmet American inspired sharing cuisine, delightful
cocktails, and view of Cairo from the top from 7:00 pm until 2:00 AM,
( Sunday Closed ) , along the music styling and resident DJ.
NOX is the Roman goddess of night.
Nox is the name of the Goddess of the Night in Greek mythology; the name is sexy and has character into
it.

OUT OF THE NOX*

Located on the roof top, Out of the Nox* bar and terrace operates from 7:00 PM until 3:00 AM, and will
offer a variety of drinks and cocktails and American cuisine, as it will be sharing NOX*'s menu. The guests
will enjoy the view of beautiful Cairo at the sunset along the unique experience of Meduse ® shisha with a
panoramic view and the beats of the DJ. OUT OF THE NOX* is a pure play on the "out of the box", the
out resembles the atmosphere of open air.

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Meetings and events

 Cairo Ballroom has 5 partitions and can accommodate up to 1500 guests
 Alf Leila W Leila, the famous historical ballroom that can accommodate up to 500 guests.
 6 meeting rooms on the second floor highly equipped with the latest Audio/Video technology (Za-
malek, Qalaa, Maadi, Heliopolis, Abdeen & Qasr El-Nil)
 Garden Terrace with a capacity of 500 seats.
 Catering and entertainment planning services

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Quality
What Is Quality?
 Delivering Product Features that Meets and Exceeds Customer Expectations (Brining the Gold
Standards to Life)
 Freedom from Defects (Eliminating M.R. B.I.V.)

How Do We Measure Quality?

We utilize Gallup to measure the customers’ level of engagement with The Ritz-Carlton Brand. We mea-
sure the engagement level of our three types of guest; Individual Traveler, Meeting Planner and Social/
Catering Events.

Each month the hotel receives a Gallup Report showing our previous month’s Guest Engagement/Satisfac-
tion Levels. At The Ritz-Carlton we focus on the percentage of “Top Box”, which means the % of guests
who gave a “5” (the highest rating). Research has shown that a “5” is much more predictive of guest loy -
alty. Below is a snapshot of a sample report received from Gallup. The items boxed off are all examples
of “Top Box” measurements. For example: 82.1% of the guests surveyed said they were “very satisfied”
(5) with Fair and Satisfactory Resolution by The Ritz-Carlton for the month of May.

What is Customer Engagement?

Customer Engagement (CE11) describes the health of the relationship between a customer and a brand…the
rational and the emotional. Customer engagement is beyond “satisfaction” and loyalty”, it is a “passion”
for the brand. On the Gallup Report we measure the percentage of “Fully Engaged” Guest.

CE11TM = L3TM + A8TM

Customer
Attitudinal
Loyalty + Emotional
Attachment
Engagement =
L3TM GALLUP ATTITUDINAL LOYALTY MEASURE QUESTIONS

 The Gallup L3™ Attitudinal Loyalty Measure is a combination of three items:

o 1. Overall Satisfaction
o 2. Likelihood to Return
o 3. Likelihood to Recommend
 “Loyal” = Top-box response to all three items

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A8TM EMOTIONAL ATTACHMENT MEASURE QUESTIONS

I can’t imagine a world without Ritz-Carlton

Ritz-Carlton is the perfect hotel for people like me
Passion

Ritz-Carlton always treats me with respect

I feel proud to be a Ritz-Carlton customer
Pride

If a problem arises, I can always count on Ritz-Carlton

to reach a fair and satisfactory resolution
Ritz-Carlton always treats me fairly
Integrity

Ritz-Carlton always delivers on what they promise

Ritz-Carlton is a name I can always trust
Confidence

FOUR LEVELS OF ENGAGEMENT

“I like this
“The Ritz- place, but I “Doesn’t matter “I won’t let my
Carlton is don’t have to where I stay friends ever stay
irreplaceable!” always stay at a just give me the there!”
Ritz-Carlton.” most
convenient.”

FULLY NOT ACTIVELY

ENGAGED
ENGAGED ENGAGED DISENGAGED

A Fully Engaged Guest spends 23% more than the average guest!!!!!!!

T3 Initiative to Improve Customer Engagement

Performance Results

Green Zone Hotels – These hotels are driving the image of The Ritz-Carlton Hotel Company to be the
premier worldwide provider of luxury experiences.
Results = 54% or > Full Engagement

Yellow Zone Hotels – These hotels are neither enhancing the image nor risking the image of The Ritz-
Carlton Hotel Company to be the premier worldwide provider of luxury experiences.
Results = 42% - 53% Full Engagement
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Red Zone Hotels – These hotels are placing the brand at risk of being the premier worldwide provider of
luxury experiences.
Results = 41% or < Full Engagement

Identifying Defects (M.R. B.I.V.) By Reporting Incidents

Mr. Biv Forms will be available in the F&B office and upon completion can be turned to the Zest Manager.

M istakes
R ework

B reakdowns
I nefficiencies
V ariations

 Mistakes – simple human error. Even though everyone makes mistakes, they still lead to dissatisfac -
tion and must be identified to allow other departments the chance to perform flawlessly for the guest.
 Rework – This is when a task has to be done again because it was not done properly the first time.
 Breakdowns – Breakdowns occur in communication or in equipment – both types of breakdowns must
be identified in order to fix the problem.
 Inefficiencies – Inefficiently planned work makes it harder for you to do your job, and can lead to de-
lays that will cause guest dissatisfaction.
 Variation – This is typically one of the greatest root causes of guest dissatisfaction. Guests expect
consistency from a Ritz-Carlton, and even if you are performing better than your co-workers, if you are
doing something that varies from your departmental policy, you could be putting the guest experience
at risk. The guest will expect that the subsequent performance will match previous performances, and
any lack of consistency will cause dissatisfaction. If you have a good idea to improve performance,
submit it to your manager so that everyone can improve!

Line-Up
It is crucial to the success of Zest that the entire service team is educated and informed concerning all menu
items and the beverage program. In addition, it is a Ritz-Carlton standard that we utilize our daily Line Up
to “align” our Ladies and Gentlemen before the shift begins.
At the given time, the entire service team and managers will meet for fifteen minutes to review the Com -
mitment to Quality. The “CTQ” will have information concerning the hotel’s occupancy, managers on
duty, the gold standard, birthdays, anniversaries, etc. Line-up is the best opportunity to relay important in-
formation regarding reservations, VIP’s, special requests and events. It is also the best opportunity to en-
sure that all Ladies and Gentlemen are excited and ready to provide excellent service.

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During Line-Up
There are specific guidelines that we ask you to draw your attention to:
 No reading material other that the CTQ is brought to Line Up.
 Any food or beverage items not related to the meeting are prohibited.
 The Line Up is divided into the following sections:
 Roll call for floor staff. Uniforms and nametags are reviewed.
1. A manager or learning coach will review the CTQ from front to back—participation is required
from the staff as well.
2. A manager will review any operational issues for the day: special events, VIPS’s, etc.
3. Discussion of menu changes/specials, beverages, new wines, price changes, 86’d items, number
of covers expected, table assignments and reservation sheet, review prior day observations, set
expectations, and review upcoming events.
4. Open forum—the Line Up is the perfect place to discuss ideas and provide feedback to the rest
of the Ladies and Gentlemen.
5. Line-up is essential whether there is a manger or not. One of the ladies and gentlemen should
volunteer to conduct the line-up.
The greatest asset that the daily Lineup provides is the forum to increase knowledge and to share ideas. It
is essential that you apply all of your attention during Line Up and participate.

Note: Line-ups should always be a positive and inspirational setting. Remember Service Values #8
and #9**
#8. I have the opportunity to continuously learn and grow.
#9. I am involved in the planning of the work that affects me.

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Grooming and Uniform Standards

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Telephone Etiquette
It is important that we represent a professional image through all guest touch points, including over the
phone. Always provide the First Step of Service, a warm welcome, then provide your name and ask how you
may assist the guest.

 Answer Promptly: Try to answer on the first ring if possible. All calls should be answered within three
rings.
 Be Alert: A cheerful, wide awake greeting sets the tone for any conversation and shows you are ready to
help. Be a good listener.
 Be Natural: Use simple language (English is the official communication language in hotel) avoid slang
and technical terms.
 Be Distinct: Pronounce your words clearly and carefully. Always speak directly into the telephone trans-
mitter. Pay particular attention to word endings.
 Be Pleasant: Show that you are interested in being helpful. Personalize your conversation by using the
caller’s name.
 Be Courteous: Good telephone habits are nothing more than good manners. Building confidence in
yourself and The Ritz-Carlton starts with personal consideration for the caller. Do not treat every call as
routine.
 Never leave a caller on hold: If the caller chooses to stay on the line be certain that you give progress
reports every 30 seconds to assure the caller that you are working on a request. Thank the caller for wait -
ing. Show your appreciation for the caller’s patience. A phrase such as, “Thank you for holding, Mr.
Smith” helps you smile over the telephone.
 Transfer calls only when necessary: Handle the call yourself, if you can. Make certain that you know
how to complete the transfer procedure successfully. Inform the caller of the new party with whom they
are being connected. Use the release button when releasing the call.
 Be Discreet: Be careful not to create the wrong impression with statements such as “He/she is still on
their coffee break” or “I do not think he/she has come in yet”. When a person is not available to answer a
call, an appropriate response would be “I am sorry, he/she is away from their desk right now, may I take
a message?”
 Always know where your colleagues are: When you expect their return and/or where they can be
reached.
 Be prepared to take a message: Be thorough when you take a message. Include the caller’s name,
phone number, the caller’s firm or department, the date and time of the message, the message (if the
caller chooses to leave one) and your name.
 Do not screen calls: If the party is in, forward the call immediately. Do not ask, “Who’s calling?”
 Use the caller’s name: There is no sweeter sound to a person’s ear than that of his or her own name.
 When placing a call, always allow one minute for the party to answer: Ten rings are the equivalent to
one minute.
 Take time for a good closing: Always give the third step of service. Let the caller hang up first, then re-
place the handset gently.

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Verbiage
In our Credo, we state that, “We pledge to provide the finest personal service and facilities for our guests,
who will always enjoy a warm, relaxed yet refined ambiance”. We want to be warm, friendly, outgoing,
helpful, accommodating and relaxed with our guests; however, we also want to be refined.

As we strive to tailor our service delivery to the guest (personalized service), it is acceptable to be genuine in
our verbiage and use words you deem appropriate for the guest at any given moment. We trust your natural
talents to ascertain whether a guest would enjoy a more or less formal verbiage approach.

The style of our service is reflected in how we interact with our guests. The manner in which we speak and
the choice of appropriate phrases and words we use will convey the Ritz-Carlton style (warm, relaxed yet re-
fined and professional) in the service we provide. All it takes is a little practice!

When using your talents to tailor your verbiage to each guest interaction, there is no script. However, there
are certain words and phrases that should always be avoided.

We Don't Say We Say

‡i
H ‡ ello. Good morning/afternoon/evening.
H
‡Great, good idea ‡Excellent choice
‡See ya later ‡Good bye
‡Can I help you? ‡How can I be of assistance?
‡O.K. ‡Certainly, my pleasure
‡Excuse me. What? ‡I apologize
‡Have a fab day. See you later ‡Have a pleasant day/evening
‡Folks, people, guys, gals ‡Ladies, Gentlemen, Sir, Madam
‡Bye, bye ‡Good bye
‡Never say no (unless unethical/ illegal or
‡No, we can’t
immoral), always give options

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ROOMS ORGANIZATION CHART

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