Resort management amanoi resort figure 1 view from above at amanoi resort

Use of all non-motorised watersports equipment One junior bedroom Access to fitness centre, Pilates studio and tennis courts Living area with sofa, writing desk Bathroom with bathtub, tw

Information

Types of resort

Amanoi Resort is an international 6-star, most fully serviced accommodation facility today, with its back against Chua Mountain, Vinh Hy Bay in front and its own private beach access The beach is a gathering place for tourists who want to experience many natural activities The area above the mountains is the best place for those who love nature, mountains and want to escape the busy life of big cities and the summer heat

Figure 1: View from above at Amanoi Resort

(Source: https://www.aman.com/vi-vn/resorts/amanoi )

Location

Located in Vinh Hy village, Vinh Hai commune, Ninh Hai district, Ninh Thuan province, Vietnam It takes 75-minute to drive from Cam Ranh Airport (CXR), Amanoi is nestled in a remote area of the UNESCO-listed Nui Chua National Park To ensure passengers arrive at their destination as easily as possible, Amanoi's dedicated team of tour guides are always ready to assist with all travel plans and arrange pick-up and drop-off according to guests' requests

With a beautiful stretch of Vietnam's coastline and embraced by Nui Chua National Park, Amanoi from afar looks like a natural paradise overlooking Vinh Hy Bay From cliff-top

Figure 2: Another perspective from Amanoi that few tourists get to see with their own eyes

Target customers

The target customers of Amanoi Ninh Thuan resort are those in the upper-class customer segment, with high income and a luxurious lifestyle They can be:

• Businessmen and successful people: This is a group of customers who need high-end, luxurious resorts to relax and regenerate energy after stressful working days

• High-class families: This is a group of customers who want to relax with their families, enjoy natural spaces and high-end entertainment activities

• Couples: This is a group of customers who need a romantic vacation, enjoy private space and special care services

The target customers of Amanoi Ninh Thuan resort have the following common characteristics:

• High income: Room prices at Amanoi Ninh Thuan range from 20.000.000 VND to 100.000.000 VND/night, suitable for high-income customer groups

• Luxurious lifestyle: Amanoi Ninh Thuan customers have a luxurious lifestyle and love classy experiences

• Concern for the environment: Amanoi Ninh Thuan is an environmentally friendly resort, using environmentally friendly materials and services This is suitable for customers who are conscious of environmental protection

Amanoi Ninh Thuan is a high-end, luxurious resort, meeting the needs of upper-class customers The resort possesses a prime location, beautiful natural scenery, classy services, and professional staff.

Services

Amanoi Ninh Thuan is a high-end, luxurious resort, providing high-class services, meeting the needs of upper-class customer groups Services available at Amanoi resort include:

Figure 3: Types of rooms at the resort

• Cuisine: Amanoi Ninh Thuan has 3 restaurants serving Asian, European, Vietnamese, and traditional local dishes Dishes are prepared from fresh ingredients, according to international standards

• Health care: Amanoi Ninh Thuan has the Aman Spa spa center providing high-end health care and beauty services Spa treatments are performed by leading experts, using natural ingredients

• Recreational activities: Amanoi Ninh Thuan offers a variety of recreational activities, including: o Swimming, fishing, kayaking, o Scuba diving, coral viewing, o Stargazing, hiking, cycling, tennis o Yoga, pilates, o Cooking classes, o Sightseeing tours, local exploration,

In addition, Amanoi Ninh Thuan also has other services such as: airport shuttle service, laundry service, car for rent service, airline ticket booking service, tour booking service, The purpose of this report is to the describe and analyze service blueprint, waiting management, guest activity programs, differentiation strategy and resort sustainability

Cham people as the main theme, the design brings a breath of closeness to nature thanks to the main material being wood combined with meticulously shaped stone and gravel From a distance, Amnoi looks like a luxurious ancient palace, combined with majestic mountains and forests and the clear blue water of Vinh Huy Bay

Most of the designs here have traditional influences expressed through unique looks like ancient citadels The space is focused on an open style with large glass doors, balconies, grounds, etc so that visitors can admire the beautiful natural scenery at any time

Rooms at Amonoi are designed with open space, helping customers immerse themselves in the natural scenery, hear the sound of the sea, birds singing and cicadas, etc Catch beautiful sunlight during the day, watch the sunset and sunrise Welcoming cool breezes,

The room space is dominated by yellow light, giving customers a warm and poetic feeling The equipment in the room is all in dark colors combined to create a romantic, poetic feeling

The amenities in the room are arranged in a reasonable layout, not causing collisions when guests move, especially the bar is very luxurious and has a full range of glasses and alcoholic drinks

Thanks to being located in an area with majestic and poetic natural space, the pavilion and villa all have many beautiful views overlooking the lake, mountains, sea or swimming pool, helping to bring visitors a wonderful viewing experience right from your own room.

Guest experience

Service Core product

Daily a la carte breakfast at the Main

Ocean views Mountain views Lake views Daily scheduled morning wellness class Private pool

Daily activities for children (excluding the cooking class)

Use of all non-motorised watersports equipment

Access to fitness centre, Pilates studio and tennis courts

Living area with sofa, writing desk

Bathroom with bathtub, twin vanities Separate shower/toilet

Sun deck with sun loungers Personal bar

WiFi, TV, Netflix, Bose sound system, safe

Ocean Pool Family Villa: Spread over 310 square metres (3,336 square feet) with breathtaking views of Vinh Hy Bay and the East Sea, Amanoi’s Ocean Pool Family Villa is set around a private swimming pool

Complete with its own private swimming pools and an expansive timber sundeck, the villa offers seamless open plan living, linking indoors with outdoors Ideal for families seeking serenity and seclusion, the villa offers convenience yet intimacy with one master bedroom and one junior bedroom, while a living area with sofa and bathroom with deep-soaking bathtub and separate shower ensure ample space for families

Figure 5: Views from inside and outside of the room (Source: https://www.aman.com/vi-vn/resorts/amanoi )

Amanoi Ocean Pool Villa: A breathtaking private infinity pool and a grand timber sundeck overlook the ocean, forming the focal point of Amanoi’s expansive Ocean Pool Villa At 280 square metres (3014 square foot) the villa is ideal for couples, offering consummate seclusion and the utmost exclusivity, with incredible views of the water Inside, under the curved roof that creeps just above the treetops, the villa’s king-sized bed and spacious living area provide a place to retreat, while graceful décor creates a calm, relaxing atmosphere

With access to the resort’s full spa treatment range, guests can enjoy all the wellness offerings of Amanoi from the comfort of their own villa A light-filled bathroom features a deep- soaking bathtub and separate shower, for evenings spent focusing on wellness

Figure 6: The living room's furniture (Source: https://www.aman.com/vi-vn/resorts/amanoi )

Ocean Pool Villa: At 125 square metres, Amanoi’s (1346 square feet) Ocean Pool Villas peep just above the tree line, set back in the lush hillside yet affording incredible views over Vinh

Hy Bay and the East Sea Complete with their own private swimming pools and an expansive timber sundeck, they offer seamless open plan living, linking indoors with outdoors Ideal for couples seeking serenity and seclusion, a king-sized bed offers consummate comfort, while a living area with sofa and bathroom with deep-soaking bathtub and separate shower ensure ample space for two

Figure 7: View overlooking the sea

Mountain Pool Villa: Amanoi’s 125 square metre (1345 square foot) Mountain Pool Villas feature private pools and timber sun decks from which to enjoy picturesque views of the lake or surrounding mountains Surrounded by lush greenery, large windows allow natural light to flood the interior space, where a king-size bed, living area with sofa and writing desk and a bathroom with bathtub, twin vanities and a separate shower and toilet ensure couples can retreat in consummate comfort and privacy

Figure 8: View from Mountain Pool Villa (Source: https://www.aman.com/vi-vn/resorts/amanoi ) picture-windows to bring the outside in, the villas offer an expansive airy living space combined with a king-sized bed to encourage relaxation The bathroom continues the theme, where flooded with light, a deep-soaking bathtub, twin vanities and a separate shower offer space to retreat after a day exploring the resort’s beautiful surrounds

Figure 9: View from ocean pavilion

Mountain Pavilion: The curving roofs of Amanoi’s Mountain Pavilions rise just above the treetops and feature extensive timber sundecks to celebrate their magnificent verdant surroundings Offering a combined king-sized bedroom and living area, the 95 square metre (1022 square foot) pavilions overlook Nui Chua National Park Their elegant, contemporary interiors feature traditional Vietnamese touches, while latticed windows encourage natural light The bathroom further invites the outdoors in, with a deep-soaking bathtub positioned perfectly against the forest canopy, ensuring privacy yet with a beautiful view

Figure 10: View from Mountain Pavilion (Source: https://www.aman.com/vi-vn/resorts/amanoi )

Lake Pavilion: Offering a combined bedroom and living area with an extensive timber sun deck, the 95-square-metre (1,022-square-foot) Lake Pavilions overlook the property’s serene lake The elegant, contemporary interiors feature traditional Vietnamese touches

Figure 11: Another view from Amanoi (Source: https://www.aman.com/vi-vn/resorts/amanoi )

Return car transfer from/to Cam Ranh airport Views of Vinh Hy Bay

Daily scheduled morning wellness class Expansive timber sun deck

One movie night with popcorn and ice cream in residence by the pool

Five bedroom pavilions with king-size beds

Access to fitness centre, Pilates studio and tennis courts

Welcome reception with champagne and canapé in the residence

Daily afternoon tea at the Main restaurant Espresso machine

One 60-minute massage for two guests per master bedroom (from 3-night stay)

Exclusive luggage packing service Private residence’s buggy

Daily a la carte breakfast at the Main

WiFi, TV, Netflix, Bose sound system, safe

Daily activities for children (excluding the cooking class)

Use of all non-motorised watersports equipment

Five-Bedroom Bay Pool Residence: Spread over 1,000 square metres (10,764 square feet) with breathtaking views of Vinh Hy Bay, Amanoi’s Five-Bedroom Bay Pool Residence provides easy access to the beach and combines a number of pavilions set around a private swimming pool Ideal for groups and families, the residence offers an abundance of space and consummate comfort, allowing guests to come together in an unforgettable location While the infinity pool is at the villa’s heart, areas for entertaining include a dining pavilion and expansive outdoor deck space A butler is on hand 24/7 to ensure a seamless stay While built around reconnection and togetherness, the residence also offers privacy, with separate king-sized bedrooms housed within their own private pavilions

Figure 12: View from Pool Residence (Source: https://www.aman.com/vi-vn/resorts/amanoi )

Five-Bedroom Pool Residence: Groups of family members, friends or colleagues will enjoy coming together in Amanoi’s Five-Bedroom Pool Residence, which stands as a series of pavilions, set around a private swimming pool Perfectly balancing guest privacy and social space, each king-sized bedroom is housed under its own roof yet is set around a large infinity pool and outdoor terrace and dining space, ideal for entertaining A serene retreat, mountain and ocean views surround the residence, which spans 1000 square metres (10,764 square feet) and has a dedicated butler on hand 24/7 to tend to every need

Figure 13: View from Pool Residence (Source: https://www.aman.com/vi-vn/resorts/amanoi )

Four-Bedroom Pool Residence: Amanoi’s expansive Four-Bedroom Pool Residence is ideal for families or groups of friends alike, incorporating a number of pavilions set around a private infinity swimming pool Celebrating its exclusive setting, mountain and ocean views surround, while from the central private terrace, guests can come together and entertain With king- sized bedrooms housed in separate pavilions, the residence spans over 800 square metres (8,611 square feet), with separate pavilions for living and dining To ensure a seamless stay, a 24/7 personal butler is on hand, who will also prepare delicious cuisine suited to personal tastes

Figure 14: swimming pool at Residence (Source: https://www.aman.com/vi-vn/resorts/amanoi )

Four-Bedroom Ocean Pool Family Residence: Set back in the lush hillside with spectacular views over Vinh Hy Bay and the East Sea, Amanoi’s Four-Bedroom Ocean Pool Family Residence is composed of several free-standing pavilions set around a private infinity swimming pool

Ideal for extended families, the residence spans over 890 square metres (9,580 square feet) with social spaces including a central private terrace and separate living and dining pavilions Housed in separate pavilions, the residence features two master bedrooms with king-size beds and two junior rooms A private chef and team of 24-hour butlers are on hand to tend to the needs of every guest

Figure 15: View from Ocean Pool Family Residence (Source: https://www.aman.com/vi-vn/resorts/amanoi )

Three-Bedroom Pool Residence: Amanoi’s Three-Bedroom Pool Residence incorporates a number of pavilions set around a central private swimming pool with mountain and ocean views

Service Setting

Amanoi’s three dining venues each enjoy a distinctly different setting - from the Restaurant’s clifftop perch to the Beach Club on the shore Serving exquisite Vietnamese cuisine – renowned for its use of fresh herbs – as well as refined international dishes

Figure 22: Walkway to the main restaurant lobby

Figure 23: Private dining in spectacular outdoor settings can also be arranged

From its hilltop perch, the Restaurant offers all-day dining celebrating the fragrant flavours of Vietnamese cuisine With a menu that makes the most of seasonal market produce and the daily catch from local fishing boats, the columned, air-conditioned interior spills onto a terrace with sweeping views of the dramatic coastline by huge granite boulders with a shaded dining area and deck overlooking the pool Open for lunch, as well as poolside drinks and snacks throughout the day, a specialty is freshly grilled fish

Looking out over Nui Chua National Park from beneath the eaves of the Central Pavilion, the Bar is a relaxing atmospheric space drawing design inspiration from traditional Vietnamese teahouses With local art and photography on the walls and distant mountain views, it is a comfortable, contemplative space in which to sink into a leather armchair and sip a house cocktail

Figure 24: Photos from tourists taken virtually

Walk along the coast: Hugged by hills, Amanoi is a gateway to the 29,000-hectare Nui

Chua National Park which sits within the Nui Chua Unesco Biosphere Reserve - a rugged wonderland of diverse landscapes where hikers are rewarded with sweeping panoramas and myriad wildlife at every turn From the resort, the network of trails can lead guests on family- friendly rambles to picnics on secret beaches, or more challenging treks to the rock formations of Bai Da or the bay-view drama of Goga Peak

Diving and hunting coral: Fringing the bay, a kingdom of coral awaits between the waves

Explore the pristine reefs on a guided snorkeling expedition, and discover more than 350 varieties of staghorn, plate and brain corals found in the Vinh Hy Bay conservation area, as well as colorful shoals of tropical fish including triggerfish, angel fish, trumpet, damsel and bat fish that makes completely transparent, allowing you to see whatever sea creatures happen to be swimming beneath you

Figure 25: Photos from tourists taken from underwater

Experience sailing Catamarans and transparent kayaks: Or glide across the surface of

Vinh Hy Bay in one of Amanoi's “glass” bottom kayaks Made from durable, lightweight, shatter- resistant polycarbonate, the kayaks are completely transparent, allowing you to see whatever sea creatures happen to be swimming beneath you

Figure 27: Photo of tourists traveling at sea (Source: https://www.aman.com/vi-vn/resorts/amanoi )

Figure 28: Cham tower statue of the Cham people (Source: https://www.aman.com/vi-vn/resorts/amanoi )

Learn about the beauty of local culture (Cham ethnic group): Discover the ancient heritage of the region's Cham people, who once dominated the coast of southern Vietnam Bringing

Museum From there the tour takes guests the Po Klong Garai Cham Towers Built in the 12th and 13th centuries to honor the great King Po Klong Garai, the towers are perched atop a hill with 360- degree panoramic views Three of the six original towers are remaining and provide a fascinating insight into the Hindu and Islamic influenced on the Cham culture over the centuries

Sacred Cham experience: The journey starts at dusk with a gentle walk to our hidden spot set in the middle of nature The Cham is well-known for their cuisine, thus a Cham feast is a requisite in this special journey While enjoying dinner, allow your senses to embrace the beauty of nature, listen to the sounds of wildlife, feel the ocean breeze and gaze at the graceful ‘starry night’ sky There are very few masters in a Cham society, due to high requirements of deep knowledge, practices and skills Fortunately, a one-of-a-kind rendez-vous with a master is made for you right in the mystic jungle of Amanoi

Golf Experience: Located 20-minutes’ drive from Amanoi, Nara Binh Tien Golf Course rests between the majestic Nui Chua mountains and the sweeping sand dunes of Binh Tien beach Perfect for golfers of all abilities, each of the 18 holes are designed with five different tees and offer a breathtaking backdrop for a memorable round Whether a beginner or professional, the course makes the ideal half or full-day trip from Amanoi, with return transfers also available

Figure 29: Nara Binh Tien Golf (Source: https://www.aman.com/vi-vn/resorts/amanoi )

Summit the King on a spectacular full-day trekking: Explore Nui Chua National Park and the surrounding Unesco Biosphere Reserve with a 27km trek – the longest offered by Amanoi

A full-day affair that reveals some of the region's most spectacular land formations, it begins in Da Hang Village, ascends King Peak and ends in Cau Gay Village, home to the Raglai

Swim in rockpools, pause over spectacular coastal vistas and learn the story of the region's highest peaks - symbols of enduring brotherly love A delicious picnic lunch is included, and transported to and from the start and finish

Figure 30: The scenery here (Source: https://www.aman.com/vi-vn/resorts/amanoi )

Amanoi Spa Programs: Amanoi’s Individual Wellness Immersions and half- or full-day spa programs are designed to promote profound change followed by time in the steam room, the Jacuzzi and the cold plunge pool

Each benefit from dedicated therapists and integrated spa facilities, including treatment rooms, steam rooms, plunge pools, Jacuzzis and private pools, as well as a banya or hammam

Figure 31: Some other views of amanoi spa (Source: https://www.aman.com/vi-vn/resorts/amanoi )

Daily program of activities: Amanoi’s program of craft activities includes traditional coconut-leaf weaving – the intricate but easy-to-learn process by which the region’s children make their own toys

At the Beach Club, the Amanoi activity team celebrates the art of sand sculpture, incorporating shells, stones and driftwood into grand sandcastles and other creations

At night, the library can transform into a screening room, with a selection of family films on offer – accompanied by popcorn and cookies providing a striking backdrop Targets are set up on the sand, and expert activity guides will demonstrate how to use a bow and arrow and aim effectively Suitable for both adults and children from 12 years old, this complimentary activity is perfect for improving focus, coordination and balance, while building physical strength

Tennis: Amanoi operates a tennis coaching program specifically designed to help children aged 4–10 develop their racquet skills and improve their game Guided by a professional instructor, they'll learn the fundamental techniques needed to make rapid progress – and have fun in the process

Service Delivery System

3.1 Diagram of Resort service blueprint

Here is a diagram of Amanoi resort blueprint and the analysis of service blueprint:

- Make reservation: o Customers research and make reservation at Amanoi, contact with reservation team to arrange transportationn and other details o Customer will receive a confirmation email with all the information they need

- Arrival at the airport o Customers will be welcomed by Amanoi staff with a wooden board with Amanoi inscriptions and check-in procedures right at the airport o After that, the market support staff will take you to the Resorts' car, Dcar, and the car will be prepared with wet towels, water, and fruit for guests to use after the flight

- Arrival at the resort o Upon arrival at the resort, guests will be warmly welcomed by the bell staff as if they had just returned home, after which this staff member will assist guests with their luggage and assist them in the lobby.

Planning service delivery system

Diagram of Resort service blueprint

Here is a diagram of Amanoi resort blueprint and the analysis of service blueprint:

- Make reservation: o Customers research and make reservation at Amanoi, contact with reservation team to arrange transportationn and other details o Customer will receive a confirmation email with all the information they need

- Arrival at the airport o Customers will be welcomed by Amanoi staff with a wooden board with Amanoi inscriptions and check-in procedures right at the airport o After that, the market support staff will take you to the Resorts' car, Dcar, and the car will be prepared with wet towels, water, and fruit for guests to use after the flight

- Arrival at the resort o Upon arrival at the resort, guests will be warmly welcomed by the bell staff as if they had just returned home, after which this staff member will assist guests with their luggage and assist them in the lobby

- Move to lobby area o When in the lobby, the butler will assist guests, bring welcome drinks to guests and prepare cold towels specifically designed by Amanoi to welcome guests to the resort o While sitting in the lobby to enjoy a welcome drink, guests will also experience the tranquility of Amanoi, views of the mountains, sea and more, the sounds of nature

- Move to the room o Upon move to the room of guest butler will escort guest by the buggy car and introduce for guest about Amanoi on the road to the room of guest o Bellman will use a buggy car to help guests with their luggage and bring it to their rooms

- Recive the room o Before guests check in, the housekeeping team helps check the room and prepare welcome amenities in the room for guests to ensure that guests will have the most unique experiences at Amanoi o After the guest checks in, the butler will introduce the room to the guest and the butler will also introduce Amanoi's side services for guests to know

- Using service at the resort o Amanoi is often referred to as a 6-star resort in Vietnam because it is so classy Therefore, there are many services at Amanoi for guests to easily choose from o But besides that, outstanding services are often meditation or work shop that can help customers gain more experience in other fields

- Check out and leave o After the guest's stay, the butler will escort the guest to the lobby to check out, then the GM of Amanoi resort will come to thank and say goodbye We hope to see you again next time o Butler will assist guests with luggage to board the Dcar, and the staff present will also send the warmest greetings to guests and hope to see them again soon.

Analysis of Service Blueprint

The service blueprint for Amanoi resort shows that the resort is committed to providing its customers with an excellent experience The resort has a well-defined process for each phase of the customer journey, and the staff is well-trained to provide personalized service The resort also has a number of support processes in place to ensure that everything runs smoothly

Here are some of the strengths of the service blueprint:

- The customer journey is clearly defined and broken down into phases

- The visible actions and backstage actions are clearly defined for each phase

- The support processes are clearly defined and linked to the customer actions and backstage actions

Here are some areas where the service blueprint could be improved:

- The customer journey could be made more personalized by taking into account the individual needs and preferences of each customer

- The resort could use technology to improve the efficiency of some of its processes, such as reservations and check-in

- The resort could collect more feedback from customers to identify areas for improvement

Overall, the service blueprint for Amanoi resort is a valuable tool that can be used to improve the customer experience By following the blueprint, the resort can ensure that its staff is providing the best possible service to its customers.

Guest Activity Program

Types of guest activities

Marine activities at Amnoi are very diverse and fully meet the entertainment and participation needs of customers The activities create an attraction factor because of the majestic natural space, clear blue sea and good ecological coral reefs Fully meet the needs with activities: Walk along the coast, diving and hunting coral, experience sailing Catamarans and transparent kayaks

• The objectives of these beach activities

Beach entertainment services are fun and relaxing activities related to the sea such as swimming, surfing, boating, fishing These services are developed to attract tourists and generate revenue for local people and enhance the tourism advantages of beach locations

Currently, Vietnam is among the Southeast Asian countries with beautiful beaches, so exploiting beach activities will attract customers to the resort to experience (especially foreign guests)

• The risk manegement of these activities

▪ Damage to equipment serving marine activities (oxygen tanks, swimming fins, kayaks, ) o It is necessary to check the device periodically throughout the day (for example, check the device twice a day) o Use high quality equipment and full safety equipment for customers and employees

▪ Guests face unexpected dangers o There is a special request requiring guests to only swim in the permitted area, with staff observing any unusual behavior of guests o On the areas along the beach, there will be wooden signs directing guests to the areas

▪ Guests had an accident while having fun o There is a first aid medical area to take care of guests in case of cuts, drowning, etc o In case a guest drowns, the staff needs to provide first aid and will take the guest to the hospital for emergency treatment

• The analysis of beach activities program

1 Walk along the coast hat sunscreen glasses

Non-guided Individual and group camera -Watching the sunrise in the morning (5am- 9am)

- Afternoon watching the sunset (4-6pm)

Children have adult supervisi on

Wearing diving suite, diving mask and diving oxygen tank

4 Guided (group 10 people) diving suite, diving mask and diving oxygen tank

Catamara n Sailing hat sunscreen glasses

(group 25 people) diving suite, camera

7 hours Children have adult within the designate

Non-Guided Individual and group sunscreen glasses

2 hours 18-50 years old within the designate d resort area

Amanoi has activities on the mountain Summit the King on a spectacular full-day trekking

• The objectives of these mountain activities

Mountain activities are often popular with nature lovers, the vast majority of customers want to experience the feeling of climbing or exploring new routes Mountain activities often require good health, so they attract many young people, especially those who like adventure sports

• The risk manegement of these activities

▪ Customers get lost from the group o Need to prepare GPS devices for customers to be able to find customers quickly or provide customers with emergency contact information (hotline number) of Aman or tour guide o Before the departure date, staff will give guests a QR code to scan, which will have a tour schedule and the route to travel, safe areas and dangerous areas will be mentioned in advance for customers o Set up a waiting area when lost on the travel route, fully equipped with tables, chairs and emergency communication equipment When customers get lost from the group, they can find this area and press the location button, the staff will Rely on the positioning of this waiting area to find customers

▪ Guests are injured during transportation o Promptly give first aid to guests, send an observer and call a supervisor to send a vehicle to assist the guest in an emergency, if the guest is only slightly injured o Building medical houses on the road, inside the houses will be fully equipped with necessary medical tools, medicine and rolling pins to move passengers down the mountain road for emergency treatment

▪ Stubborn tourists do not follow the path the tour guide instructs o Sign a tour contract with guests, ensure guests follow the guided route, tell customers about the dangers of traveling on their own, o Before leaving, customers will be clearly informed of the requirements and areas they need to go to for assistance (medical shelter, waiting area when lost, etc.)

• The analysis of beach activities program

1 Summit the King on a spectacular full-day trekking

Experienced guides will accompany you to guide you through the trip easily, with few dangers and handle situations promptly Most visitors will choose early morning or late afternoon Hiking trips are divided into different levels:

Level 1: A light trip that doesn't take much of your energy

Level 2: A light but more strenuous ride, with a guide Not recommended for children

-Ticket price does not include 16.6% tax and service fee: 840,000 VND/ 1-2 people

- Picnic breakfast 1,500,000 VND/person (Maximum 5 people)

• Location 2: explore Ong Hao beach

-Fare does not include 16.6% tax and service fee: 1,200,000 VND/ 1-2 people

• Location 3: journey to discover broken bridge village (Unique cultural experience combined with trekking)

-Time: 2-4 hours Starting at 10am

-Ticket price does not include 16.6% tax and service fee: 2,700,000 VND/ 1-2 people -Picnic breakfast 6,200,000 VND/ 1-2 people (tickets above included)

Level 3: A trip that requires a lot of strength and good physical strength Appropriate clothing and shoes along with a tour guide are mandatory Not suitable for children

• Location 1: explore the path of civet cats

- Ticket price does not include 16.6% tax and service fee: 2,500,000 VND/ 1-2 people

• Location 2: explore the rocky beach

-Time: 30 minutes one-way walk

-Ticket price does not include 16.6% tax and service fee: 2,000,000 VND/ 1-2 people

Level 4: A slightly challenging trip for those who are experienced, in good health and love challenges Can include high climbs but most are manageable and the walls are not too steep

• Location: conquer the rocky beach and meat beach

-Ticket price does not include 16.6% tax and service fee: 2,500,000 VND/ 1-2 people

Level 5: The trip is for those who are in good physical condition, have a flexible body, and can be challenging for those with experience The itinerary is mainly rock climbing or wild terrain

• Location 1: conquer the three-tiered waterfall

-Ticket price does not include 16.6% tax and service fee: 1,900,000 VND/person

• Location 2: hanging lake - rock wall

-Time: 2-3.5 hours depending on fitness

-Ticket price does not include 16.6% tax and service fee: 1,400,000 VND/person

4.1.2.2 CYCLING AROUND THAI AN VILLAGE

For cycling enthusiasts, a cycling journey around Thai An village is a great choice with the starting point being the Nui Chua National Park museum From here, let's cycle slowly along the coast until we reach Thai An village, following the road with traditional vineyards

On the main road into the village, guests will stop at Café Nga to enjoy a glass of fresh lemonade or cool iced ginger tea From here, you will continue to pass through the village school and visit the bustling morning market of the people here

At the end of the trip, guest will return to the starting point, where the Amanoi driver is waiting with a cold towel and preparing to take you back to Amanoi Guests who still want to burn off some energy can return to Amanoi via a steep bike path minutes Please book at least 24 hours in advance 2,300,000 VND/per person and does not include 16.6% tax and service fee.

Queuing Management

The Awaits of guest and The Management of the waits

To have a great vacation, with enough time to enjoy the vacation, customers always want to have the procedures resolved quickly so they can enjoy their vacation Understanding the small thoughts of customers, Amanoi has standardized the process quickly and conveniently, without wasting too much time of customers

To welcome customers thoughtfully, staff will clearly know customer information (what time does the plane land, what is the customer's name, how many people are traveling, whether there are children or not, ) When customers arrive at the airport, Amanoi has arranged a welcoming staff The staff will wear elegant and polite uniforms and will hold wooden signs (Amanoi) in their hands, always smiling and welcoming guests

Figure 35: Image of tourists at Cam Ranh international airport(Source: https://www.aman.com/vi-vn/resorts/amanoi ) car to Amanoi Resort The large, spacious and cool car has free soft drinks and snacks, which is very thoughtful Give customers a comfortable feeling on the 1-hour trip

The car from the airport to Vinh Hy Bay is also one of the most beautiful roads running along the coast in Vietnam However, because the mountain road is a bit roundabout, customers easily get motion sickness and fatigue From the car window along the coast, customers will be able to see silver waves and blue water mixed with the beautiful mountains of Vinh Hy Bay

Figure 36: Warm towels for guests when checking in (Source: https://www.aman.com/vi-vn/resorts/amanoi )

From the main gate of the Resort, move another 2km 2 to the hotel check-in lobby The road is very attractive to customers, the scenery on both sides of the road is neatly trimmed trees, and as far as the eye can see, the surrounding mountains and forests make customers excited about what they are about to experience

Figure 37: Entrance to the villa (Source: https://www.aman.com/vi-vn/resorts/amanoi )

5.1.2 Wait from the resort lobby to your room

Figure 38: Amenities welcome (Source: https://www.aman.com/vi-vn/resorts/amanoi )

Figure 39: Amenities for sleep (Source: https://www.aman.com/vi-vn/resorts/amanoi )

On the way back to the room, customers will travel by buggy to see the scenery on both sides of the road, listen to the sound of the sea and listen to the staff introduce interesting places of the resort

Upon arriving at the room, customers will be greeted with welcome amenities such as seasonal fruits and cakes

Besides, during the stay, staff will set up amenities for sleep such as Lavender bag, Eucalypus scented black soap, Embroidered linen bag and Vietnam coffee

5.1.3 Wait before using spa services

Customer health is always Aman's focus, the Spa is always diverse and fully equipped to serve customers, in addition to a full range of service packages to suit each customer's health status and wishes , Banya therapy, Hamman therapy are two typical treatments of aman, in addition to Grounding, Purifying, Nourishing therapy and therapy for pregnant women,

When choosing to come to the Spa, Aman will prepare a luggy to take guests from the room to the Spa The car will run on the road and introduce to guests the two outstanding views: the lotus lake view and the national park view

So when customers come to use the service, there will be a consultant for customers, staff will prepare welcome drinks and spa menus for customers, always giving appropriate advice for the customer's health condition

Once the customer has chosen the service package to use, the staff will lead the customer and introduce a therapist who will accompany the customer for a long time Amenities will be fully prepared such as water, towels,

After finishing the treatment course, customers will be supported by staff at the rest area, discussing their health and physical condition after using the service, etc And staff will prepare a luggy for transport take guests home

Figure 40: Spa entrance (Source: https://www.aman.com/vi-vn/resorts/amanoi )

Figure 41: Amanoi Spa (Source: https://www.aman.com/vi-vn/resorts/amanoi )

Lanscape and locations of Amanoi

Amanoi only has one resort per country because Amanoi wants to increase the guest experience at the resort and make the brand more unique

Amanoi is located in Nui Chua National Park, the back of the resort faces the mountain very beautifully but in front of the resort there is a beautiful beach

Therefore, Amanoi owns a beautiful terrain as well as a design that bears the strong influence of Vietnam's Cham ethnic minorities

For this resort because it located in the Nui Chua National Park so it need to signed with government about the policies of protecting environment

Service core product

All items in Amanoi's rooms are imported from England and even baby items are designed and made specifically

Like the bed linens and mattresses, pillow made by a famous designer, Catherine Denoual, this is a very famous designer with the slogan "be sophisticated and tolerant" Therefore, when you come to Amanoi, you will experience things that only Amanoi has, including blankets, mattresses, and pillows that are all designed specifically for customers who come to Amanoi.

Service setting

As I have introduced, Aman is a resort with architecture that respects and honors the beauty of nature, closely following the natural terrain structure to create classic architectural works Therefore, in each corner of each villa or between villa blocks, even though the architectural complex is built according to the same concept, overall, you will feel a lot of beauty unique and has its own identity The interior layout and landscape are also more carefully cared for, showing sophistication and detail From the table legs to the wooden legs of the ceiling, the wood of the thatched roof is all carefully designed and calculated to achieve optimal aesthetics and neatness Aman has a unique “taste” with wood Every detail made from wood here gives the exhibitor a natural but extremely delicate feeling Even the screws are used by wood screws

It should be said that Amanoi is a resort that emphasizes peace and sophistication with the influence of the mountains and forests, and it will blend with the nature here, and it may be difficult to recognize this as a resort if you don't come and experience this place

So Amanoi not just a Resort or just a place for stay but it is a destination always have on a favorite map of guest.

Unique Features of Amanoi

Amanoi is a resort with many activities that only Amanoi has, creating a uniqueness that only Amanoi can offer you Amanoi also has a distinct meaning

Amanoi is just a place, a peaceful place to find That's why here we appreciate services immersed in nature such as watching outdoor movies, relaxing massage services in the style of the Cham people Although Amanoi also has many other outstanding services, the most prominent one here is meditation Most of the customers who come here are people who love practicing Yoga and meditation Because Amanoi is a peaceful place, where they can forget the busy life out there And Amanoi has come and will organize many workshop activities and services to help customers come here have unique experiences, and Amanoi's activities will often focus on healing the inner soul, because that is the core of being human But most other resorts don't pay attention

Figure 43: Photo at dawn (Source: https://www.aman.com/vi-vn/resorts/amanoi )

Aman is a company that cares about their guests, employees, suppliers, and the environments and communities that surround them Their method has always been to support the well-being of people, society, and our planet, Earth Aman believes in sustainable development as they have a saying which goes “ leaving a better world to future generations As a branch of Aman in VietNam Amanoi’s reside in Núi Chúa National Park a tropical paradise overlooking Vinh Hy Bay, the team at Amanoi focuses on responsible dining, waste reduction, energy saving and the promotion of indigenous culture efforts to improve the quality of life for the wider community on Vietnam’s South-Central Coast following the holistic sustainability strategy that Aman has built based on the United Nations Sustainable Development Goals At Amanoi we believe that you both have to preserve the culture and heritage and also create a positive impact on the environment

Preserving and promoting local culture

Keeping indigenous traditions, craftsmanship, rehabilitation of lost traditions: the hotels support local artisans through purchasing and encourage guests to do the same.Today to celebrate the Cham people culture,the welcome gifts for guests are are made in a way that supports traditional Cham craftspeople, with Amanoi organizing several experiences that introduce travelers to Cham culture, including a Cham Village Tour and Sacred Cham Dinner At the end of the dinner, a ceremony is performed by Cham Master following which, guests have the opportunity to learn more about the Indigenous culture Furthermore, Amanoi is proud to have many local Raglai people running the resort’s trekking tours and hosting adventures in the national park

Figure 44: The language of the Cham people has survived to this day

Waste management at Amanoi follow a strict set of rules and we aim to recycle, reuse and reduce the amount of waste that are being made report from Ministry of Natural Resources and Environment Typical plastic bottles for water take more than 450 years to biodegrade — sidestepping single use brings many benefits The resort’s new water-filtration bottling plant allows delivery of fresh, filtered water to both guests and team members served in glass bottles To ensure guests can be serviced at all times of day, bottles have been designed in a number of shapes and sizes and finished with the Aman logo And further increase the movement Amanoi have removed the use of single plastic entirely from their resort, all of the plastic stuff are all reusable and recyclable For example most resorts will deliver there food to the guest room via a plastic container At Amanoi we use wooden box containers to store the food for guests

Figure 45: Items made of bagasse and paper (Source: https://www.aman.com/vi-vn/resorts/amanoi )

Participation in litter pick up events with neighbors from the surrounding region is a weekly occurrence for the Amanoi team, providing an opportunity to both interact with other members of the community, work together, and help clean up the beautiful area that the resort calls home

Attending the weekly events also raises awareness of environmental issues for people And reduce a huge amount of waste

Figure 46: Garbage collection activities at the beach (Source: https://www.aman.com/vi-vn/resorts/amanoi )

Amanoi also uses organically made amenities as well as storing them in porcelain and wooden container/cupboard to increase the chance of recycling and easier for waste to decompose

Figure 47: Bathtub in guest room (Source: https://www.aman.com/vi-vn/resorts/amanoi )

They have a garden growing their own food, furthermore they also work with local farmers to sustain a reliable food source on a small scale reducing pollution by a huge margin as they don’t need to increase the amount of food needed to be delivered from outside

Figure 48: Vegetable garden at Amanoi

By offering à la carte menus, steering away from buffet-style dining and through careful consideration of food waste, Amanoi is striving to be significantly greener By way of example, when it comes to food efficiency, the resort’s kitchen follows a nose-to-tail philosophy, aiming to use all parts of each ingredient to create interesting dishes, or alternatively testing new recipes in the staff canteen In fact, this is part of the resort’s continued efforts to ensure all team members are consuming robust meals and have healthy, balanced diets

Figure 49: Menu breakfast at Amanoi

And also for any other food waste Amanoi will try to compose it into fertilizer for the garden or feeding it to the surrounding animals leaving waste to the minimum

Figure 50: Feed the wild boar fruit

(Source: Nguyen Kim Thao Linh )

Energy saving and increase energy efficiency:

The main transportation of the resort is an electric buggy reducing the amount of pollution that diesel cars will put into the air, helping the natural environment The buggy is used to take guests to their room or to deliver food to their villas

Figure 51: Trams are carrying tourists sightseeing

Another saving method of Amanoi is its use of natural lighting All the villas are built with huge pocket doors on the wall, the room is very spacious and a lot of windows to use the natural lighting to their advantage, reducing the amount of energy used during the day During the evening they use LED lights and candles to minimize the amount of electricity that is being used

Figure 52: The chillest table corner in the main restaurant (Source: https://www.aman.com/vi-vn/resorts/amanoi )

There also isn't any elevator or escalator as there is a lot of stairs and the main way of transport is by the buggy on the roads, using camera only in dangerous place like the beach, waterfall, pool or gym to monitor dangerous situation help reduce the energy use by a huge margin

Figure 53: Another entrance to the main restaurant (Source: https://www.aman.com/vi-vn/resorts/amanoi )

Water conservation tactics at Amanoi involve using gray waters and smart sensors to limit the amount of freshwater that is used

Amanoi has its own water purifier used to purify most of the gray waters from the resort to re use at the pool for multiple times and they use the solar heating method to heat up the pool instead of electric or biofuel generator to heat up the water source

Figure 54: Another entrance to the pool (Source: https://www.aman.com/vi-vn/resorts/amanoi ) mart sensor use of the sink and toilet is used widely across the world by hotels and Amanoi is one of those hotels they corporate that into every sink and toilet further increasing the reduction of water waste by guests if they forgot to turn off the sinks

Figure 55: Sink in the living room

Resort business is a new type of business that brings many economic and social benefits Ninh Thuan province is blessed with favorable conditions for tourism development, many large- scale resorts have been and are being built Therefore, the competition is very fierce and fierce, not only competing in price but also competing in service quality and the quality of services provided The resort's products and services must be diverse and diverse The new rich can attract a large number of customers, helping to bring high profits to the business Amanoi Resort with technical facilities, abundant and high-quality human resources, And the quite strong Aman group brand is known in the domestic and international markets relatively effectively exploit existing products and services and their strengths With 31 comfortable rooms and 5 Residences arranged in a modern style along with a restaurant with attractive Asian and European dishes All have truly brought visitors enjoyable experiences during their stay and use the services here.

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