IVI Philosophy

Index

Commitment from Jose-Manuel 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, 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.

 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.

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!

 Vision

To run a world-class company that will set fresh trends, and establish new standards for
best practices, in the MICE industry. By exceeding customer expectations, IVI will deliver
corresponding benefits to the owners and associates who manage our businesses in Latin
America.
 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!
 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~
 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.
 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.
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. If you could design a
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.

We Make YOU Look GREAT!