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IVI Philosophy

IVI Philosophy

Index

Commitment from Jose-Manuel GARCIA, President

Who are we

Vision

Mission

Our Company Credo

Our 10 Commandments

Why IVI

GARCIA, President Who are we Vision Mission Our Company Credo Our 10 Commandments Why IVI

Commitment from Jose-Manuel GARCIA, President In my role as president of IVI Destination Management ,

Commitment from Jose-Manuel GARCIA, President

In my role as president of IVI Destination Management, I’m glad to share my philosophy of what kind of company our clients can rely on.

First, I strongly believe that our remarkably talented people are our most valuable asset. I personally enjoy the time I spend with my team. Some call us the Smurfs because of our turquoise apparel, but I prefer the term “musketeers.” You know, because we’re “one for all, all for one.

We’re a full-service destination management company (DMC), but IVI is not “average” in any way. Since its founding in 1986, we’ve grown from a single office in Cancun to a network of offices in seven countries. We’ve grown because our clients recognize great service when they get it, and come back to us again and again.

I know, most DMC’s boast loudly about how creative they are, and what great parties and events they offer to groups visiting their destinations. We offer those benefits, too, but we’ve built IVI on a solid foundation of “dull and boring” elements like a practical and easy-to- implement set of management processes, qualifying every year for ISO 9001 quality standards certification, and a belief in cross-training our staff to prepare them to solve any problem, or deal with any emergency, when they are out in the field with you.

We guide and counsel our managers and staff, but we do not micromanage them. Our track record of supporting 3,501 client meetings and events shows that creative juices flow in our veins, and an obsession with customer satisfaction is part of everything we do. We are constantly adapting new ideas – ask us to tell you about our great new golf events for “real people” – so we honestly can claim to be an innovative and trend-setting DMC. If you are not already an IVI client, please accept my invitation to prove to you that this is true.

IVI is now a successful and financially stable organization with proven local and international relationships. I’m confident you’ll enjoy working with my people – my battle-tested musketeers – because for me they are the cornerstones of our company. So with my personal involvement or without it, you’ll always be assured of the very best service a DMC can provide. And you can get this from IVI throughout Mexico, Argentina, Brazil, Chile, Costa Rica, the Dominican Republic and Panama.

Thank you for giving us the chance to earn your trust.

Brazil, Chile, Costa Rica, the Dominican Republic and Panama. Thank you for giving us the chance

Who are we

Incentives and Vacations International (IVI) was founded in Cancun in 1986 by Jose Manuel Garcia because he and his associates saw a need for a company specializing in high quality professional services for groups visiting the destination. Their small office In Cancun has grown to become a network of IVI offices throughout the Americas.

As a pioneer in the group business in Mexico, IVI was the first to feature staff members in uniform to make it easier for clients to recognize them. IVI also led the way in the use of high-tech tools such as computers, fax machines and radio communications.

After two years of success at delivering services to group operations, IVI evaluated what clients needed the most, and assistance that was not yet available to clients. IVI decided it was ready to upgrade its capabilities, and added new services to its growing list of clients. So in 1988, Incentives and Vacations International was became IVI Destination Management, the first full-service DMC in Mexico.

IVI Destination Management has grown significantly since its founding, and now provides full destination management services from offices at 41 Destinations in 7 Countries. Each IVI Destination Management office is co-owned and independently managed by a strong executive leadership team.

independently managed by a strong executive leadership team. IVI feels its business model of co-owned offices

IVI feels its business model of co-owned offices is much more likely to meet – or in most cases, exceed – customer expectations. Franchise operators frequently are required to follow inflexible rules that do not contribute to customer satisfaction. In contrast, the talented people who staff IVI’s offices are free to do whatever it takes to produce the results their clients demand.

In brief, our commitment is simple:

We Make You Look GREAT!

whatever it takes to produce the results their clients demand. In brief, our commitment is simple:

Vision

To run a world-class company that will set fresh trends, and establish new standards for

By exceeding customer expectations, IVI will deliver

corresponding benefits to the owners and associates who manage our businesses in Latin

America.

best practices, in the MICE industry.

benefits to the owners and associates who manage our businesses in Latin America. best practices, in

Mission

Our mission is to earn and maintain our clients’ trust at each one of our IVI destinations by convincing clients that their goals are our goals, and by delivering services that exceed industry standards and customer expectations. We also will meet client needs by providing exceptional product knowledge, creative solutions, cost effectiveness and value in every measurable way. IVI also will earn client appreciation with a smoothly operating and efficient business organization that relies on strong management systems, ISO quality standards, and pride and belief in the remarkable abilities of our people. IVI’s mission also features an infinite commitment to make our clients look GREAT!

remarkable abilities of our people. IVI’s mission also features an infinite commitment to make our clients

Our company CREDO

~Yes, since 1986, we are those neatly attired people in the turquoise blue and white uniforms. Many people call us “the Smurfs.” We are knowledgeable, witty, fun to have around, and beautiful or handsome (as the case may be).

We can run faster than Speedy Gonzalez, we can be in two or three different places at once, and willing to do anything legal for our clients. You can find us popping up at airports, historical and archaeological sites, and we may pop up at deluxe resorts, charming hotels, at golf courses or scenic beaches, and of course we frequently appear at the great restaurants in town.

We enjoy Smurf teamwork because it’s fun, and having fun doing our jobs is our passion. We can do the impossible right away - miracles may take a little longer~

and having fun doing our jobs is our passion. We can do the impossible right away

Our 10 Commandments

I. The client cometh first

We shalt worship our client - or at least work like crazy to make the client happy -

- above everything else.

II. We shalt not consider anything to be impossible Our goal is always to deliver everything a client wants. (The difficult we do right away. Miracles may take a little longer.)

III. We shalt honor (fulfill) everything we promise We know we must keep all our promises to fulfill the client’s expectations.

IV. The client deserveth more than he (or she) expects Because only a satisfied client returneth, and recommendeth our services to others.

V. Our Company’s reputation dependeth on all of us Our people know they cannot go to heaven unless they help to make a client very, very happy.

VI. We shalt value our own people as we value our clients We loveth our own people, because it is written that only a happy and satisfied associate can satisfy a client.

VII. The client is the sole judge of the quality of our service We knoweth that only The Very Best Service is acceptable. Otherwise, the client will go home with an unhappy opinion of us.

VIII. We shalt not covet praise unless we strive constantly to earn it

Though we are the only DMC to work under the demands of ISO 9001-2008 quality standards, we know that putting smiles on client faces - every single time

- can maintain our annual ISO certification.

IX. We shalt not forget there is always room for improvements We know we must always strive to raise our performance standards to stay ahead of our Competitors.

X. Our solar system containeth no Superstars We work as a team to do everything possible, every day, to show that we are the only DMC worthy of the client’s business.

work as a team to do everything possible, every day, to show that we are the

Why IVI

Because your goals are our goals! And because IVI is well-managed, reliable, honest, passionate about what we do, and fun to work with

1. Our people are our most valuable resource. You’ll enjoy partnering with IVI because we have talented and experienced people at every one of our locations.

2. ISO 9001 is far more than a number. We continue to be the only DMC that assures consistent quality with management processes that are certified each year by the International Organization for Standardization. We have to re-qualify for this recognition annually. This year, our Certification Number is 2000/15761.

3. Client protection in the form of shielding our clients with liability insurance: $2 million U.S. in accident insurance and $5 million in transportation coverage.

4. An intense commitment to safety. When you’ve done as many events as we have, you know how important client safety is. An In-House Safety & Security Team makes sure all our people are trained in first aid, CPR, water and marina rescue operations, and how to quickly respond to an emergency even in the middle of a jungle or on a remote beach.

5. We honor our unique cultural history. Some call it “sustainable incentive travel,” but we are always happy to help your guests make a positive impact on the culture and environment your group is visiting. For example, we are the initiators of the Friends of the Maya Foundation, and if you wish, we can arrange ways your participants can build something or contribute something to this awesome culture.

6. IVI is the leading DMC network in the Americas with 20 co-owned locations at six different countries. We serve a large number of corporate clients, as well as the most successful Incentive Houses in North America. IVI also has strong working alliances with world class partners in other parts of the world: PRA Destination Management (19 locations in the USA) and Allied International (6 locations in Europe and the Middle East).

7. The devil is in the details, and in our business, no detail can be overlooked. The IVI team can handle groups from 2 persons up to 3,500 people. We typically assign more staff people to a group than our competitors. Each group gets its own IVI on-site event coordinator, and we assign at least one IVI staff member for every 65 people in a group. IVI offices are open 24/7 every day of the year – even on Cinco de Mayo, Christmas and our founder’s birthday. You always will get fast response to your phone calls, e-mails and faxes. All IVI people are in constant contact with Nextel walkie-talkie cell phones. We also can get you a phone so you are always in touch with your IVI event team via this same rock-solid communications system.

can get you a phone so you are always in touch with your IVI event team

8. Proposals and prices are important. We don’t have a one-size-fits-all price list. We respond to an RFP only with customized proposals that ensure you get the tailored event and personal attention your group deserves. And there are no “cost surprises.” Our proposals clearly list the cost of each activity, tour or special function, including all taxes, gratuities, entrance or ecological fees – everything. Because IVI has its own transportation company (the Blue Line), these costs are affordable, and you are assured you’ll always get the right size and number of spotlessly clean and well-maintained vehicles to fit you group’s needs. Finally, the prices in our proposals don’t expire right away. The prices we quote are good for a minimum of two years. Finally, we operate with utmost integrity. Unlike many of our competitors, we do not pay commissions for sales leads or do business with low-price discounters or time-share suppliers.

9. Yes, we have connections. IVI was the first DMC in Latin America to be certified as a member of the Association of Destination Management Executives (ADME). As a leader in our field, we also are proud to be a member of SITE, MPI, FICP, PCMA, ISMP, HSMAI, AMAV (translations of these acronyms are yours upon request) and of course the Mexican association of DMCs. Our knowledge of and good working relationships with hotels, airlines, suppliers, and government agencies can be equally important to you. With our own offices in popular destination cities, we are constantly aware of “what’s hot and what’s not.” And we know which local hotels, restaurants, attractions and suppliers can be trusted to be part of your event.

A wide choice of enjoyable events. IVI offers you an imaginative range of “in-house” teambuilding activities, theme parties, special events and recreational opportunities. Every DMC will make the same claim, but at IVI we are arch-enemies of the “same old- same old.” Our people need to be just as happy as your people when we conduct an event. So our emphasis is on “new and different” activities that your participants will not have seen many times before. An example is our menu of golf events. Not just golf tournaments or outings for skilled golfers, but many different golf-related events that can be enjoyed by “real people” – from total beginners to skill-challenged recreational players. We also have special golf events to help executives learn there are many ways to use golf as a powerful business tool.

In summary we’re confident we’ll exceed your expectations.

DMC that is able to help you deliver the best possible meeting or event, we think you’d create one very much like ours. Because our goals are the same as yours – to create and conduct events that will provide your guests with unique experiences and unequalled memories that will put happy smiles on their faces for a very long time.

If you could design a

We Make YOU Look GREAT!

memories that will put happy smiles on their faces for a very long time. If you

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