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Company Profile Gray CAR RENTAL START YOUR JOURNEY HERE ABOUT US Retaj is a commercial transportation company with (50 license plate) has been in business since 1996 which providers a quality services for hotel residents across Jordan. Retaj has been established as a popular company with an excellent track record for the best guest satisfaction never compromised the quality and the services of the limo taxi around the clock which can comfortably transport them to their destinations. as one of a hotel combined taxi and car rental services company, local tourism organizer with a unique eyesight to provide an outstanding experiences to guests; with a selection of multiple vehicles options vary between Luxurious A-Class and middle class with range of make and models to suite all taste and requirements. 1 OUR VISION ‘’To be the most passionately referred agency in the Transportation industry.’’ 2 OUR MISSION Class-Leading Vehicles Our mission is to offerSettle to back our andvaluable relax inclientage the quiet thecomfort best of a experience ever includeddiscreetly and colored, not limited impeccably to: maintained, superior quality vehicle. Highly Professional chauffeurs All Retaj chauffeurs must pass the industry’s most rigorous tests. Trust them to whisk you to your destination in comfort and safety. On Demand or in Advance Request a chauffeur-driven car for immediate pick up or schedule your journey in advance — for yourself or on behalf of others. Personalized your journey Every journey is tailored to your tastes: temperature, route, radio station, even stream music from your phone... your chauffeur will be happy to comply. 3 OUR VALUES CUSTOMER COMMITMENT TEAMWORK We develop relationships that make a We work together, across boundaries, to positive difference in our customer lives. meet needs of our customers and help the company win. QUALITY We provide outstating service and RESPECT OF PEOPLE unsurpassed service that, together, deliver We value our people, encourage their premium development, and reward their performance. Value of our customers. A will to win We exhibit a strong will to win INTEGRITY the marketplace and every aspect of our We uphold the highest standards of business. integrity in all our actions. 4 OUR SERVICES OFFICIAL VISITS/VIP BUSINESS VISIT TRANSFERS PROVISION We put at your disposal Delivery assured for your Transportation from airports or You can request a delivery instead prestigious vehicles with or travels or business mission. bus stations to your destination of your choice; the hotel where you without driver, for the Services are made to meet in comfort and safety. live or in the city you stay. success of your official or VIP your requirements. visits. EVENTS/ CONGRESS TOURISTIC ROUTES CAR RENTAL Our vehicles are at your All conditions are put in place Get the best rental car deals with disposal, for any event or for a for the comfort and safety of Retaj’ s Price Guarantee and on congress on all the extent of holidaymakers or tourists. your next trip rent a car with us. Jordan country. 5 CUSTOMER COMMITMENT TEAMWORK We develop relationships that make a We work together, across boundaries, to positive difference in our customer lives. meet needs of our customers and help the company win. QUALITY We provide outstating service and RESPECT OF PEOPLE unsurpassed service that, together, deliver We value our people, encourage their premium development, and reward their performance. Value of our customers. A will to win We exhibit a strong will to win INTEGRITY the marketplace and every aspect of our We uphold the highest standards of business. integrity in all our actions. OUR BRANCHES INTERCONTINENTAL THE HOUSE GRAND MENA MOVENPICK CROWN CORAL BY HANSA HOTEL BOUTIQUE SUITES MILLENNIUM TYCHE HOTEL HOTEL PLAZA HOTEL HOTEL AMMAN. AMMAN. AMMAN. HOTEL AMMAN. AMMAN. AMMAN. AMMAN. A THOUSAND MOVENPICK IBIS HOTEL NIGHTS RESORT MOVENPICK MOVENPICK MOVENPICK ORYX HOTEL AMMAN. HOTEL AND SPA RESORT PETRA. RESORT & RESORT AND SPA INTERCONTINENAL AQABA. AMMAN. DEAD SEA. RESIDENCES TALA BAY HOTEL AQABA. AQABA. AQABA. 6 TOURISTIC ROUTES All conditions are put in place for the comfort and safety of holidaymakers or tourists. OUR FLEET (CAR RENTAL) CATEGORY OR SIMILAR. CCAR (Kia Cerato) CDAR ECAR EDAR (Mitsubishi Lancer) (Hyundai i10) (Renault Logan) 3+2 3+2 3+2 3+2 CWAR SDAR (Hyundai Creta) FDAR IFAR (Hyundai Elantra) (Kia Optima) (Kia Sportage) 3+2 3+2 3+2 3+2 FVAR (Hyundai H1) SVAR (Mitsubishi Pajero) 6+2 7 5+2 OUR FLEET (LIMO SERVICES) Hyundai Sonata Hyundai Azera BMW 5 Series Economy Class Economy Elite Business Class 4 4 4 4 3 3 Benz E200 BMW 7 Series Benz S400 Business Class First Class First Class 4 4 3 3 3 3 Chevy Tahoe Hyundai H1 Business Van Mini Van 7 7 8 7 8 CHAUFFEUR SERVICE LEVEL STANDARD (SLA) STANDARD OF VEHICLES Vehicles will be maintained to the Bottled water, which will be offered WIFI details to be provide to the highest standards of mechanical to all guests and daily newspapers, guest if requested on the booking. performance, vehicle cleanliness and will be provided in each vehicle. presentation. STANDARD OF CHAUFFEUR Chauffeurs will be presentable in areas of personal Chauffeurs are to inquire about temperature and music appearance, mannerism and personality, and to ensure they meet the passenger’s needs. demonstrate a customer-focused approach to their role. Chauffeurs are to provide guests with an estimated Chauffeurs will be clean-shaven. time of arrival to their destination Chauffeurs will not wear earrings or facial Chauffeurs are encouraged to point out familiar points piercings. of interest but should not initiate a conversation with a passenger. Chauffeurs will always be in full uniform. Passengers will be greeted in the appropriate manner Uniforms will consist of dark shoes, dark suit, and assistance will always be offered any baggage. shirt and company tie. 9 ALCOHOL OR AFFECTIVE MEDICATION It is the responsibility of Retaj Co to ensure chauffeurs are not permitted to drive intoxicated or under the influence of medication in their systems whilst on duty. ALL STAFF MUST COMPLY WITH ALL JORDANIAN VEHICLE DRIVING LAWS AND REGULATIONS Retaj will ensure that all our chauffeurs hold a valid driver's license to drive and are not disqualified for holding or detaining such a license and are driving on the policy holder's order or with his permission. BOOKINGS All bookings will contain the agreed information required for billing. Those specifics being date, time, destinations, to / from, name and waiting time. BOOKING CONFIRMATION Confirmation of each booking will be Retaj Co will provide booking references and contact provided in writing in advance by email numbers and where possible chauffeur information will be provided in advance. 10 FLIGHT MONITORING Retaj will monitor all flight information to be pro- active in reducing any unnecessary costs. WAITING TIME MANAGEMENT Retaj will monitor arriving flights to minimize any waiting charges. NAME BOARDS Retaj Co will greet guests at the airport with a noticeable Retaj Name Board, with the passengers clearly written in neat handwriting/Printing. MEETING POINT For all airport collections Retaj will meet passengers directly outside customs in the arrival’s hall Meet/Greet passengers: establish eye contact, and wear a warm, sincere and personable smile use the passengers name at least twice. All chauffeurs offer to the passenger’s luggage assistance. 11 JOURNEY Politely continue conversing with the passenger Escort passenger to the vehicle via the safest and and inform him/her that you will proceed to pay fastest route. the car-parking fee. Load the passenger’s luggage in the car making Make the passenger comfortable; offer water, the sure that all the bags are accounted for. use of the magazine/newspapers. Enquire if the passenger would like to listen to the Suggest to the passenger to wear a seatbelt. radio. WHILST DRIVING ADHERES TO THE FOLLOWING POINTS Check/agree with passenger for the most Inform the passenger of the expected journey suitable in-car temperature. time, considering the traffic and weather conditions. Engage in conversation only if addressed by the passenger, respect their privacy. Keep the Always respect the road’s speed limit/s. conversation in general terms, avoid discussing personal circumstances. Avoid getting involved in any form of road rage confrontation; stay calm and think of your safety Never change rapidly and repetitively lanes. and the one of your passengers. 12 ARRIVAL CALL Retaj chauffeur will call the concierge when 10 minutes away from the hotel to inform the desk that the guest will be arriving shortly. ARRIVAL Safely bring the vehicle to a standstill, Make sure that the passenger is safely Politely and warmly wish the open the boot if luggage was entered exiting the car, assist if required. passenger a pleasant day. and exit the car. Double check that nothing has been Safely drive away. left behind inside the vehicle. CONFIDENTIALITY Confidentiality training is a key All chauffeurs are reminded of the All Retaj chauffeurs sign a component of the induction training importance of confidentiality of any confidentiality agreement on when joining Retaj as a chauffeur. information that is discussed in the commencement of employment vehicle when a new account starts. with Retaj. 13 MANAGEMENT INFORMATION Report delivered on 7th of every month highlighting the previous months MI. Report to include: A- Total Number of Trips. B- Vehicles used. C- Revenue spent. D- Service advisories / resolved. ACCOUNT MANAGEMENT Dedicated account manager. Account manager to hold review meeting once a month to deliver report and be available for any ad-hoc meetings. Implement any changes to the service delivery seamlessly with no disruption to the customer. Deliver service so promoting compliance with the SLA. 14 CLEANING AND SAFETY PROTOCOLS COMPLETE CLEAN PLEDGE Today and every day, we are committed to maintaining the highest standards of cleanliness in the industry.
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