PERSONAL COMMENTS

Name of general manager Nitesh Pandey

Name and location of hotel Tamassa Resort at Bel Ombre, Mauritius – A LUX* Resort http://www.tamassaresort.com/en/welcome

Name of hotel group LUX* Resorts & Hotels

CAREER

• Main positions in the career (please attached full CV without contacts)

General Manager and Group Chief Quality Assurance & Innovation Officer (Currently holding all mentioned positions). Kindly find my resume attached for more details.

• Describe your management style With a strong believe in “people’s” power, I believe in empowerment, creativity and motivation. I wish to be a 360 degree leader, who not just leads my team, but also facilitate my seniors towards taking the company to new heights.

• Recognition by the public and/or other professionals (distinctions, clubs, associations, etc.)

- MKG Worldwide Hospitality Awards : Best Initiative in Clients Experience 2011 for “Grandma’s kitchen”.

- Set-up of Fish & Rhum Shack, awarded as “9th Best Beach Bar” in the World by CNN GO.

- Awarded twice “Commitment to Quality Award” by Leading Hotels of the world for Asia-Pacific & then for Africa/ Middle east.

- Author of culinary book “Grandma’s Secret Recipes”. - Have received promotion in every single job, almost one an year.

HOTEL DESCRIPTION • Category 4 Stars

• Capacity (number of rooms) 214

• Distribution of rooms (standard, superior, suites) Standard rooms – 68 Superior – 104 Family rooms – 8 Beach rooms – 34

• Restaurant and bars 2 Restaurants, 2 Bars, 1 Nightclub, an Ice cream Parlor, Banqueting & Conferences.

• Other facilities Four Swimming Pools, Free Wi-Fi all around the resorts, LUX* Me Spa with 16 treatment rooms, Boathouse & Diving, Entertainment, E Lounge, Phone Home.

HOTEL DESCRIPTION

Evolution (in %) compared with years N-3, N-2, N-1 Global turnover Gross operating profit Occupancy rates Average daily rate RevPAR

• Turnover

HOTEL DESCRIPTION • EBITA – 26% increase in the same. We are targeting a 100% growth on EBITA in 4 years, between 2012-13 and 2016-17.

• Occupancy increased from 68% to 76%, A 11.8% increase. In this fiscal year, the occupancy is 82% Year to Date, which has already covered the low season of Mauritius.

0,00 50 000 000,00

100 000 000,00

2012 - 2013

2013 - 2014

HOTEL DESCRIPTION

• REVPAR

• AVERAGE DAILY RATE

What result (s) in recent years are you the most proud of? • A total turnaround of Tamassa Resort, from a loss making

establishment to profit generating establishment. • Guest satisfaction jumping from 83% approx. to 93% approx. • On Trip Advisor, from Rank 40 to Rank 7 out of 173 registered resorts

in Mauritius. • Roll-out of LUX* Quality Assurance Manual and LUX* Innovation

Challenge. Quality Manual is attached. • In Team member survey, an increase of 19.6%, from score was 61%

in 2013 to 73% in 2014. We are targeting and will achieve 80% in 2014.

• Launch of series of Innovative ideas across the resort, be it Phone Home (guest can call home for free from red booth), a Drink Me station, an Ice cream parlor, a Bedford truck serving Island cuisine with twist.

In the future, what are your objectives concerning both your personal career and the development of your hotel?

For Resort: • A 100% growth in EBITA within 4 years, by 2016-17. • An annual occupancy of above 90%, purely based on being the

guests first choice by creating an experience driven resort. • To cross 95% on Guest satisfaction survey across all platforms. • To ensure our team members celebrate life in the same as our

guests do. • Everyone grows together– by this, I mean, that not just our resort

grows, but we develop the community, talent and skills of local people along with us.

For Personal Career: • Continuous and non-stop creativity & innovation in hospitality

sector. • To ensure that there is always a bridge between modernization

of assets and authenticity of experiences. • To bring in a revolution within hospitality, which takes our

industry beyond bed, food and others. • To write books on leadership and hospitality, which not only allow

us to share our knowledge with next generation, but also guides them towards understanding the essence of hospitality.

CUSTOMER SATISFACTION Evolution over the last 3 years Have you set up a quality control program in your hotel? Percentage of overall customer satisfaction What is you personal implication in this quality process?

All above 4 questions has been answered below & following sheet:

• Guest Satisfaction score on Trip Advisor

We moved from 83% (May 2013) to 93% (July 2014)

• Ranking on Trip Advisor We moved from rank 40 (May 2013) to rank 7 (June 2014)

• 2014 – Winner of Certificate of Excellence from Trip Advisor

• Market Metrix (http://app.marketmetrix.com)

Tamassa was at 83.1% & at last rank, when compared among sister LUX* Resorts, however we moved to 92.3% and first rank among all LUX*. International level score at Market Matrix for 5* hotels is approx. 90%.

• Launched LUX* Quality Assurance Manual for the entire group - A

copy of the same has been attached.

• Launched LUX* Innovation Challenge – A platform to create new ideas through a healthy competition, which creates more value for our guests.

CUSTOMER SATISFACTION

STAFF MANAGEMENT What are the tools for staff training? What tools and actions to develop the motivation and employee

satisfaction?

• Training is the most important tool at Tamassa & LUX* Resorts. Along with a minimum 8 hours of training per team member recorded in 2014, we have also worked very closely with Ron Kaufman, John Maxwell, FISH philosophy and several other guest speakers to uplift our people.

• People are the central pillar of our values. I invite your goodself to read our guest comments on Trip Advisor, it talks all about our people.

• Launch of F.I.E.S.T.A. Program, where each alphabet stands as: F = Fitness I = Innovation engagement E = Etiquette & Moral Week S = Spa T = Thank you/ Bravogram A = Award

Kindly find the video for FIESTA, in our “Video folder”, which will guide you across entire program.

Most special was “Etiquette & Moral Week”, a World’s First, helped us create a huge engagement with our team members (pls. see video).

STAFF MANAGEMENT

• Staff Loyalty Increase of 19.6%. In year 2013, the score was 61% whereas the current year score is 73%.

We are expecting to cross 80% in our this year score. Please note the staff survey is being conducted by an outside company TNS Analysis, Dubai. http://www.tnsglobal.com

• Staff Motivation Huge increase as you can see, the productivity has gone up. We are able to provide better & new experiences to our guest with the same manning but higher occupancy

• Result of Good Staff Management EBITA up by 26%. Our local business for end of year party has gone up from 2.3

Millions (2012-13) to 9.0 Millions 2013-14. Our Spa revenue went up by 1.88 Millions for the year.

All of the above with no increase in manning. The above, along with previous slides results in an increase in productivity. The estate saw big increase in Occupancy, EBITA, Extra Revenues, Guest Satisfaction score, whilst the manning remain the same.

STAFF MANAGEMENT

Can you summarize your vision of managing the team?

• At Tamassa, we strongly believe in “people’s power”. Its all about the software and that’s what has brought all our success.

• We work hard, not just to create ambassadors, but to create Leaders at all all levels, who not just represent our resort but also take the right decision with their empowerment to help guests celebrate life by making that moment matter for them. As shown in the below chart, we use the five pillars to develop our each team member become a “Leader”.

• In our quest, to, not just help our people but also help their family, has resulted a very positive vibe. Now, along with the team member, their family is also our ambassador. As a result, LUX* share price have gone up from Rs. 29, an year ago to Rs. 57.50 today, Sept., 13th, 2014.

• Although there is a lack of manpower in the South part of Mauritius, we have seen a tendency of receiving 50% more resume towards any vacancy posted as when compared in the past. (Below is LUX* Resorts share price chart)

Source: http://www.moneyhub.net/scripts/cgiip.wsc/globalone/htm/quote_and_news.r?pisharetype-id=16480

MARKETING & COMMUNICATION

Actions, campaigns, events to promote your hotel and increase its revenue (please explain)

Do you participate in the local or national community life, and how? Are you a member of any professional association?

• We promote our resort through adverts across different channels, be it Monocle, British Airways Highlife Magazine, Emirates Open Skies Magazine, Conde Nast Traveller, Amex Departures, etc.

• As Mauritius is heavily dependent on Tour Operators, we cover that area too.

• Social media, which includes Twitter, Facebook, Instagram, Weibo, WeChat, You Tube, Google +, along with google adverts is a must for us.

• We also boast on 90% recommendation score through Market Metrix. • Our Reason to Go and LUX* Magazine adds to the above.

MARKETING & COMMUNICATION

• Tamassa donates 2% of its profit to different charities, as:

GML fondation Joseph Lagesse: Please see link below for all details. http://www.gmlfondationjosephlagesse.com

Charity : Centre D‘ Eveil de Caritas a Souillac: an organization based in the South of mauritius, helping orphans and extremely poor parents, who cannot afford to food or education to their children.

• Apart from the above two, I am personally associated with Cite Richelieu Community Foundation, which helps poor children of African origin in Mauritius.

• At Tamassa, we also embarked in a journey towards a carbon clean future through its project "Tread Lightly", which is the offsetting of 100% of the carbon emitted during guests stay. Please visit to learn more: http://www.luxresorts.com/en/tread-lightly

Please click PLAY

VIDEO OF NITESH PANDEY

The Journey from 1998 TO 2014

VIDEO OF PAUL JONES CHIEF EXECUTIVE OFFICER, LUX* RESORTS & HOTELS

SPEAKING FOR NITESH PANDEY

Please click PLAY

VIDEO OF JEAN PIERRE AURIOL AREA GENERAL MANAGER, LUX* RESORTS & HOTELS

SPEAKING FOR NITESH PANDEY

Please click PLAY

VIDEO OF ROCCO BOVA HOTEL MANAGER, ST. REGIS HOTEL, MAURITIUS

SPEAKING FOR NITESH PANDEY

Please click PLAY

VIDEO OF SYDNEY PIERRE CHAIRMAN, MAURITIUS TOURISM PROMOTION AUTHORITY, FOUNDER – CITE RICHELIEU COMMUNITY FOUNDATION

SPEAKING FOR NITESH PANDEY

Please click PLAY

Thank you for creating this global platform, which allows to place ourself on an even keel with other focused leaders in the luxury segment of the hospitality wishing to showcase a new approach to the culinary offerings made available to our like-minded discerning guests.