Hospitality Forum & Awards Athens, 17/06/2015

Service with a Smile

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Michalis Mavropoulos

Regional Director East Mediterranean Greece, Italy, Croatia, Malta, Bulgaria, Egypt, Turkey, Cyprus, UAE, Jordan, Oman

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TUI – The world’s number one integrated tourism business

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Market Leader

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Tailor made holiday experiences

Transfers & Excursions

Accommodation &

Destination Services

Destination Sales Infrastructure

Cruises Handling

Airport Services

Groups, Round trips & MICE

(Meetings, Incentives, Congresses

and Events)

Services Basic Facts

years of presence in Greece

subsidiary of TUI Group

million arrivals in Greece

More than

40

100%

Approx. 2,2 million

TUI in Greece

colleagues in Greece

1.500

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Flight

Transfer Accommodation

Excursions

Book

Airport

Arrival

Guide Service

Back Home

Customer Experience Touchpoints

7 Rhodes 22/2/2014

Why we are different

8 Rhodes 22/2/2014

Key elements of success

Brand

Promise

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Measuring Operating Performance We monitor the quality of our service

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Net Promoter Score

“Would you recommend us to your friends?”

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19%

27%

54% 0%

Driving Recommendation

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Service never disrupted

Example: Bus Driver’s Strike in Heraklion

Service:

• We serviced 7.000 arrivals in one day

• We looked for alternative transfer methods

• We offered water bottles to customers

• Our TUI Airport Team provided support & assistance

• Our TUI entertainment team offered customer and children care

Communication with Local Authorities:

• Throughout the whole day we were in constant communication with local authorities

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General Safety

Hygiene

Pool Safety

Child Safety

Fire Safety

Health & Safety

We check for example:

Seat belts in buses

Hygiene in Restaurants

Anti slip carpets on boats

Balcony Rails in Hotel rooms

Supplier insurance contracts

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Acting as a Role Model

Comply with legislation

Set Standards in Market

Discuss with public stakeholders

Follow Group Policies

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Culture Wizard Language Training

TUI Smiles Academy Learning Management

System

Virtual Ashridge Management Training

JUMP – Global Management Development Programme

Tailored Management & Teams Training

Airport, Childcare & Entertainment Scene

Service Training

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Excellent service = Loyal customers

Our customer service promotes both,

TUI and Greece

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What can all we do together next?

Differentiate products &

services

Modernize infrastructure

Invest in service education &

training

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Thank you.