THEWOWFACTOR
™
The Emotion Handlers Guidelines ™
Confidential and restricted
leave all, live this.
™
thewowfactor.it
The ultimate Guide to learn how to became the perfect Tour Leader for TheWowFactor: our 24/7 modern concierge.
Emotion thewowfactor.it Handler ™
Let’s join us as one of our «Emotion Handler»
...we’re searching for someone like a psychologist
psychology behind consumer
live something different.
™
THEWOWFACTOR
™
boredom
the greatest enemy places already seen, things already done. and first of all things the others already did.
live something different.
™
THEWOWFACTOR
™
about us
TheWowFactor Group TheWowFactor Group is an Italian top leader in corporate and public events' management, with a track record of over 30 years. Since 2018 TheWowFactor opened its brand-new Travel & Leisure Branch. An experiential tour operator specialized in inbound luxury tourism, offering organized theme packages as well as tailor-made experiences. Every experience is designed and planned in order to constantly amaze our Clients with unexpected gems and situations present in every single detail of the tour. live something different.
™
THEWOWFACTOR
™
Our Philosophy Guests have the possibility to choose a specific theme or area that better matches his/her personality and interests or to be amazed by the tailor-made creation that will leave them breathless, in every step of the way. TheWowFactor introduces a new concept of luxury travel and tailor-made experiences, that find their fundamentals in a continuous WOW effect, obtained by leading our Clients into exclusive and unique experiences in some of the best hidden gems of the enchanting Italian territory.
The philosophy of TheWowFactor is based on three simple but fundamental pillars that can be summarized in these concepts: 1 Extremely high quality in each component of the luxury travel package and/or tailor-made programs: locations, hotels, excursions, activities and transportation 2 Bespoke creativity in every detail of the planning process, that leads to a unique experience 3 Tour leader and guides acting like 24/7 modern concierge, proudly renamed “Emotion Handlers™” by TheWowFactor
live something different.
™
THEWOWFACTOR
™
Our Concept of Luxury When it comes to luxury, quality is what makes the difference: we always ensure our Clients with the best service, whether they are staying in a private villa, enjoying an activity, strolling around a city or discovering the countryside's treasures. TheWowFactor ensures that every detail is taken care of, in order to create a unique luxury experience. We invest time and resources researching top-quality services, accommodation, activities and experiences available in luxurious Italy. Creativity is what makes TheWowFactor unique in its genre: the hidden gems of our beautiful country are what makes our products and tailor-made experiences unique.
We dedicate ourselves to finding the best selection of places «off the beaten paths» and special activities that will make each trip unforgettable, while constantly amaze our guests, leaving them with a general feeling of “WOW”. After establishing TheWowFactor, we realized that words like “tour leader” and “guide” were not enough to describe the concept of luxury that we want to express with our products and therefore we decided to create and register a new concept:
Emotion Handlers™ a term that embodies the spirit of the company and its eye for details. TheWowFactor guarantees the most creative and luxurious travels, combined with the leading expertise of the Emotion Handlers™. live something different.
™
THEWOWFACTOR
™
What is an Emotion Handler? An Emotion Handler™, the registered trademark owned by TheWowFactor, means that our tour leaders are more than their usual definition. They combine the skills of a tour leader with the assistance of a 24/7 concierge. That's the reason why we decided they needed a specific and unique word to better describe them. An Emotion Handler™ needs to escort the Clients like a guide or a tour leader and, at the same time, be an ambassador of our beautiful country making sure to deliver a genuine local experience to the Clients, helping them create memories that they will cheer forever.
The Emotion Handler™ is characterized by strong features, such as: Stand out sensibility and professionalism Proactive attitude High problem-solving skills Flexibility 100% availability, 24/7 with luxury modern concierge style Discretely shadow the guest: always be there, without being noticed Capacity to anticipate every need, plans and desires the Clients might have Extensive knowledge of hospitality, foreign languages and tourist attractions in their area of competence Allow guests to be carefree while travelling: everything is taken care of
live something different.
™
THEWOWFACTOR
™
Why Work With Us?
the
best 100 in Italy
We guarantee our Clients with the best top-quality services available on the market to which we add a personal touch of creativity and innovation. However, all the hard work we put into creating these unique experiences would not be the same without the Emotion Handler™ and his/her expertise. As for every other aspect in our leisure emotions, we expect our co-workers to deliver the best services, at all time. After a thorough selection only the best 100 candidates in Italy will be chosen to become part of TheWowFactor Team.
live something different.
™
THEWOWFACTOR
™
The Perfect Emotion Handler The perfect Emotion Handler™: Has experience in the leisure industry Has a wide knowledge of the luxury travel Is passionate about the world of luxury Is a driven person that can bring a personal touch to the experience, always in respect to the TWF policies Has a strong capacity to pamper the Clients and guide them in an unforgettable “WOW” experience It is responsibility of the Emotion Handler™ to make sure every detail of the packages and/or tailor-made experiences designed by TheWowFactor is followed carefully and respected.
Thanks to his/her knowledge of the travel product, of the local sites and of the luxury travel industry, the Emotion Handler™ will always have the chance to bring a personal touch to the experience through special or hidden treats, always in respect of the Company Policies. We value everyone's personal experience and believe that each person is fundamental in the creative process of the travel design, therefore the Emotion Handler™ should feel free to always contribute with tips, gems and contacts. A successful experience is made of teamwork and cooperation between all parties.
live something different.
™
THEWOWFACTOR
™
What DoWe Offer? TheWowFactor values each person in the team, offering to their members: An exciting and various work environment Dynamic and multicultural team Possibility to grow professionally by bringing to TheWowFactor his/her own personal experience Possibility to work in some of the most beautiful and unique cities in Italy Possibility to work in some of the most exclusive and luxurious venues in Italy
Up to 50% more than the standard remuneration on the market. At TheWowFactor we strongly believe that it is important to gratify coworkers also from a remuneration point of view. A gratified and satisfied person will provide the top-quality service we are looking for. For this reason, the Emotion Handler™ will get paid up to 50% more than the usual market price. Furthermore all «overtime hours» will have to be notified and they will be paid accordingly. Payments will be done within 30 days from the date on the invoice. 5 stars treatment: being a 24/7 modern concierge means that you will have access to the same facilities and restaurant as the Clients. Become part of TheWowFactor “club”: we work hard on selecting our partners to guarantee the best service at all times. We want to get to know personally each Emotion Handler™ and match them with our best Clients. In case due to last minute unexpected events, the Emotion Handler™ was not to be available, he/she will be replaced by another Emotion Handler™. We will not find someone “random” just for a single occasion; the quality of the service will have to be guaranteed under any circumstances.
What DoWe Expect From Our Emotion Handler? Not everyone has what it takes to be an Emotion Handler™! Candidates will have to go through an intense selection to proof their capacities: High language skills (see next) Knowledgeable on the geographic area of competence Knowledgeable on specific themes High professionalism with an eye for details Capacity to anticipate the needs of the Clients High problem-solving skills
Please note that TheWowFactor invests time, energies and resources creating the most exclusive packages and tailor-made experiences on the market. Each travel creation is the result of a long process (up to 1 month) characterized by a huge investment of time and money. Our efforts aim to top creativity proposals, thanks to the best communication tools and to a selection of the most bespoke venues. All this work guarantees only to be taken into consideration by the Client, not to be finally chosen. For all these reasons, we pay extra attention when selecting our Emotion Handlers™. live something different.
™
THEWOWFACTOR
™
Execution IsThe King We expect all Emotion Handlers to give the top performances that will guarantee a 100% success: no wrong attitude, unpolite tones, bad behaviour, lack of education and common sense will be tolerated under any circumstances. “The Client is always right” and in the luxury business even more. We strongly believe that “Execution is the King” and we do not expect anything less from any of our co-workers. A bad and superficial execution can compromise all the hard work and the success of the entire operation.
To make a strong but accurate example, you would never use a broken or damaged ambulance to perform an organ transplant: you would use only the most modern, perfect and best technologically equipped ambulance on the market! Apply this principle to the luxury inbound tourism and you will have TheWowFactor philosophy. Our Emotion Handler™ transports the most precious good for our clients: leisure emotions. NB: In case the Emotion Handler™ does not follow the guidelines and behave in a way that doesn't match TheWowFactor philosophy, any cooperation with said Emotion Handler™ will be interrupted immediately.
live something different.
™
THEWOWFACTOR
™
ConditionsTo Apply Candidates who think they have what it takes and want to become one of our 100 Emotion Handler™ should send their application to emotionhandler@thewowfactor.it
the
best 100 in Italy
live something different.
™
THEWOWFACTOR
™
Here below you will find a list of the essential conditions to apply: They are in possess of a Guide or Tour Leader official license, obtained in Italy (“Guida” or “Accompagnatore Turistico”) They are fluent (minimum B2 level) in at least one of the following languages: ENG, GER, RUS, CHI, ARB, FRA, SPA, POR. Language certificates are a plus but not compulsory
They have gained at least 1year+ of work experiences in the travel industry, preferably in the luxury market segment Any previous experience in luxury hotels and boutiques will be taken into strong consideration as well Extra: knowledge of the Islamic Culture (including Halal food rules) will be a plus Amadeus GDS knowledge and/or certificate will be a plus If needed, follow the European guidelines to better evaluate personal language skills before applying https://eeas.europa.eu/sites/eeas/files/9._languages_common_european_framework_of_reference_en.pdf
Selection Process After the first careful evaluation, the best candidates will be invited to the next steps of the selection process, which is divided into 3 steps: 1 Application: send CV with cover letter, including pictures (passport and full figure, sent us separately from the CV) and any other documentation the candidate might consider relevant (certificates, licences, references‌) 2
Phone meeting: if the CV has been selected, a first interview will be held over the phone
3 Interview: if Step 2 is successful, the candidate will be invited to a face to face interview, either via Skype or in TheWowFactor headquarter
Please note that we will contact and invite to Step 2 & 3 only successful candidates. (In case candidates do not hear from TheWowFactor within 3 weeks, it means that the Company chose other candidates. They are welcome to apply again in future.)
After the final step, TheWowFactor will take the necessary time to evaluate the candidate and let him/her know about the outcome of the selection process. Only the best ones will be chosen to become Emotion Handlers™ and they will have the chance to introduce our Clients to the “WOW” luxury leisure world.
live something different.
™
THEWOWFACTOR
™
Good Manners The Emotion Handler™ is not only an Ambassador for our beautiful country, he/she embodies the values of TheWowFactor, values characterized by a continuous necessity to surprise and amaze our Clients with hidden beauties and gems.
Emotion Handler ™
These values must be recognizable through a few simple rules: Good manners and right attitude are fundamental in the luxury world. An appropriate way to approach and relate to the Client is mandatory. A proactive, decisive and discrete attitude will make sure that Clients understand they can rely on the Emotion Handlers™ during each phase of their journey. They have to be able to trust and rely on them at all times. Right attire and neat presence. In TheWowFactor world no imperfections are allowed. Each aspect of the package or tailor-made experience will provide a topclass experience. The professional look of the Emotion Handler™ is part of the positive outcome.
live something different.
™
THEWOWFACTOR
™
Dress Code And Look & Feel
The way the Emotion Handler™ presents himself/herself is fundamental, especially when it comes to attire. A good Emotion Handler™ with the right attire is the “visiting card” of TheWowFactor.
The Company expects the Emotion Handlers™ to follow a specific corporate dress code: Official TheWowFactor with logo polo shirt/shirt, smart black trousers/skirt and shoes. Be stylish and comfortable at all times Do not be too striking: the perfect Emotion Handler™ has to be “present while being invisible”, even when it comes to attire. Style is important but so it is to be aware that there is a right outfit for every situation Emotion Handlers™ will be provided with a badge, that has to be always visible and a branded “TheWowFactor” folder where to keep tickets, itinerary and all necessary documents, that might be useful during the tour live something different.
™
THEWOWFACTOR
™
WhatTo Do In Case Of Emergency TheWowFactor makes sure that every detail is taken care off and planned in the smallest detail. All scenarios are taken into consideration and alternative plans are designed to guarantee our Clients the top-quality service they paid for, even when facing unexpected situations. Unforeseen situations might arise at all time and all team members of TheWowFactor must be prepared to deal with them in the most efficient and professional way. Problem solving and stress control are crucial when these situations arise.
The most important aspect to keep in mind is that the Emotion Handlers™ have to accurately follow the program and at the same time take action, if the situation requires it. The following steps are important when dealing with unexpected situations that might compromise the result of the tour: Try to understand the seriousness of the situation and what consequences it might have on the outcome of the tour Always be calm and in control. Reassure the Clients, make sure they understand that the Emotion Handlers™ have the situation under control All decisions that might have economical consequences must be first approved by the TWF headquarter The Emotion Handler™ does not discuss financial related matters with the Clients and forward any related questions to the TWF headquarter Is it something that can be solved autonomously? (E.g. problems with the venues, order of sight, last minute requests from the Guests…). If so, the Emotion Handler™ has to act in the most efficient way Is it something that can not be solved autonomously? Take immediate contact with TWF headquarter, inform them about the situation and follow the instruction given by the headquarter itself. In this case, do not act independently.
Emergency 5 Steps Procedure EMERGENCY CONTACTS: Emergency (general) 112 Ambulance 118 Police 113 Firefighters 115
In case of emergency situations follow this 5 steps procedure: 1 Checks the gravity of the situation 2 The Emotion Handler™ is in control and makes sure that everyone is safe 3 If the situation is extremely serious: call the correspondent emergency number and inform TheWowFactor headquarter. Follow instructions 4 Always inform TheWowFactor headquarter about what is happening. The Company must be informed at all times 5 Provide full support and assistance during the necessary time
live something different.
™
THEWOWFACTOR
™
THEWOWFACTOR
â„¢
High End Leisure srl Corso Magenta, 82 20123 Milano Tel: +39 02 87165553 Fax: +39 02 56562325 info@thewowfactor.it