leisure industry PraCTiCe GrouP

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1 leisure industry PraCTiCe GrouP PerCePTual risk MaPPinG GloBal MarKeTs international

2 Willis will provide you with valuable solutions and execute these in a timely process wherever your business or your people may be. you will have an experienced Client Advocate to understand your needs and mobilize the necessary expert resources to meet each task. your Client Advocate will lead the Willis team globally to ensure that you experience, locally, the same excellence of service in each country in which you operate - our Glocal model. Our one flag approach places you, the Client at the centre of everything we do

3 Willis and leisure overview Our primary role is to understand the needs of the Client Serving the services business is our key objective. The Industry Practice Groups embedded within Global Markets International actively embrace this ethos when assisting clients and supporting our local retail offices. Our primary role is to understand the needs of our clients. Only when this has been accomplished can our skills and resources create the environment where our clients can succeed and solve the complex route to achieving their own business objectives. Risk management, risk identification as well as risk mitigation services are key components of the Willis value proposition. The following value curve indicates the skills and services the Practice Group brings to clients. UNDERSTAND HOTEL INDUSTRY CLIENT ADVOCACY GLOBAL TEAM INSURANCE REVIEW ENGINEERING LOSS CONTROL TRANSACTIONAL NEGOTIATION PROPOSAL DELIVERY POLICY LANGUAGE NEGOTIATION POLICY DELIVERY CLAIMS MANAGEMENT STEWARDSHIP REPORTS INSURER UPDATES RELATIVE LEVEL LOW HIGH

4 INDUSTRY KNOWLEDGE The hospitality industry continues to grow. Predictions indicate there will be 1.6 billion tourists travelling the world by Both customer and supplier pressures bring a multitude of risk exposures which need identification along with common risk exposures. Using a perceptual risk mapping protocol, we can help you identify the exposures that will directly affect your assets which, when graphically displayed, increase your understanding of where to prioritize risk transfer techniques. ACTUAL AND PREDICTED VOLUME OF GLOBAL TOURISTS (MILLIONS) 1,600 Actual Forecasts 1,400 1,200 1, BN 1.6BN MN South Asia Middle East Africa East Asia and the Pacific Americas Europe Acting as your partner in the risk identification risk management process, Willis is well positioned to provide you with the expertize that assists the successful retention, transfer or avoidance of any risk exposure. Predictions indicate there will be 1.6 billion tourists travelling the world by 2016

5 Methodologies incorporating risk mapping, threat analysis or developing a value curve allow quick identification of risk often graphically displayed so that appropriate approaches to risk control can be developed. The Willis value proposition is embedded in the principle that our role is to understand the needs of our clients so that our skills can create an environment where our clients can solve the complex puzzle of achieving their business objectives. Willis Risk Analysis Model Example Higher Competition Cyber Earthquake Real Estate IT Failure Brand Image Terrorism Political Risk Internal Environmental Food - borne Illness Natural Disasters Key Employee Loss Avian Flu Disclosure of Confidential Information Economy Green Credentials Lower Contractual Crime Employer Liability Employee Crime General Liability Auto Liability Lower Higher The dimensions used to define frequency classification are delineated by a temporal parameter on the horizontal axis and severity parameter on the vertical axis. For more complex business continuity analysis, Willis Engineers have developed a computer-based model. This model produces quantitative analysis of exposures, thereby providing you with a monetary figure for the risk exposure explored. Willis Engineers

6 HOT TOPICS FOR THE INDUSTRY Cyber Risks As the hospitality industry embraces Web 2.0, user generated content and social networking, the opportunity for malicious damage to the IT system of the hotel is greatly magnified. This adds to the risks already being presented by the increased use of website reservations, customer data storage and protection. Employee Benefits Hospitality as a service industry relies upon the servicescape to attract customers. Part of this servicescape experience is the activity of employees meeting and exceeding customer s expectations. Managing your employee pool of resources is becoming increasingly difficult with the shifting demographic changes affecting the world. Executive Risks In achieving your business goals, your success depends on the decisions of your senior executives. Protecting your employees is increasingly important if you are to attract and retain top talent to your organisation. The Willis teams across the world can help and advise you on how to protect your company from exposure to Directors and Officers liabilities arising from IASB regulations. Liability We recognize the variability of your business so have developed a liability rating model which reflects industry occupancy protocols. This assists in generating critical premium savings. Our bespoke policy language creates coverage clarity. Protecting your Assets Our ability to accurately determine your timescale exposure to catastrophe perils greatly assists with reducing insurance premium costs. Our ability to identify assets which require specialised protection ensures you obtain the insurance protection you require. Revenue Management Your profitability is predicated upon accurate financial management and prediction. We understand the need to take your calculations and predictions and turn these into substantive monetary amounts that can be used for risk transfer purposes with insurers. Our access to skilled experts will assist this task.

7 Terrorism Quite aside from traditional terrorism coverage to your assets, there is also the loss of revenue you incur if an incident occurs to a neighbouring hotel causing you to suffer a downturn in business. Loss of Attraction Consumer expectations of their experience are difficult to satisfy, so any outside influences can affect the consumer choice. All too often the media focus upon an incident which may provide negative information for the consumer, thereby causing the consumer to make alternative choices. A unique proposal protects your organisation from the loss of revenue caused by major events. Denial of Access Incidents can occur outside your control that cause disruption to your projected customer visitation. Examples can be notifiable disease, extreme regulatory activity or food-borne illness which induces a loss of revenue as well as promotional and public relations costs. Engineering The protection of your guests is paramount to the success of your operation. The identification of appropriate treatment of internal incidents that can be prevented assists in making your hotel brand preferable to your competitor s. Our engineers can review risk and safety within your hotel operations to provide you with an independent assessment of how and where to direct management attention both in time as well as regarding capital expenditure. Catastrophe Modelling The aggregation of hotels within a region that are exposed to the same major peril is a cause of concern to hotel management. We enable you to understand the expected monetary impact of a catastrophic incident, via Cat modelling. This allows for the adequate level of risk transfer to be selected rather than a typical approach of seeking to purchase the most insurance available at a set price. Risk pricing for catastrophic perils can be expensive. Therefore, calculating the correct amount of risk transfer to consider provides the opportunity to maximize the insurance whilst controlling the risk transfer cost. Claims Management The intention of insurance is to put the insured back in the same position they enjoyed before the loss making incident occurred. But all too often this does not occur to the satisfaction of the insured. At Willis we employ Claims Advocates who specialize in working closely with our clients, to ensure that their claims are handled expeditiously and with minimum amount of disruption to their business. Claims are the most important component of the insurance transaction; this is where the insured sees the credence attribute being quantified. The failure of a satisfactory claim settlement is certain to leave the insured questioning what the benefits of purchasing insurance are. Willis Engineers

8 a service provider with a world-wide reach At Willis our world-wide reach allows us to learn about risk measurement, risk management or risk transfer techniques in foreign geographic territories, which can be adapted to fit into the local environment. Very often incidents in one geographic region produce special developed solutions which can be applied to other regions. Being a global organisation allows Willis the opportunity to learn about risk and exposures within the hotel industry so we can develop solutions to protect our clients. This ultimately benefits our clients who gain access to this pool of knowledge, thereby allowing selection of the best practices from a global perspective. Insurers recognise the world-wide reach of Willis and this has encouraged several key insurers to approach Willis to assist in the design and the distribution of innovative solutions. As a service provider to the hospitality industry Willis handles the insurance for numerous well known brand names in this sector. Often incidents in one geographic region produce special solutions which can be applied to other regions Willis is the service provider to 50% of the top 32 hotel groups that are listed in Hotels Magazine Corporate 300 ranking. Willis has the ability to provide the services necessary to satisfy the needs of major hotel organisations both in the country of origin as well as in the geographic territories where these hotel organisations also operate.

9 OUR people Our industry expertise is based in London but streamed locally through our international retail offices. Our dedicated Leisure Practice Group is led by Laurie Fraser. A champion for his Client and the Willis retail bureaux across the globe, Laurie brings much more to the table than basic risk transfer. Laurie has dedicated the past 16 years to working with the hospitality industry. He has acquired deep and alert knowledge which he applies to finding fresh and precise solutions to the challenges that face this sector. In 2007 and 2008, Risk and Insurance Magazine recognized Laurie s role in achieving solutions for clients, awarding him the prestigious designation of Power Broker. Clients who have experienced the benefits of a Willis solution follow suit: Fraser is highly sought after within the hotel international community. Laurie immerses himself in his client s business and familiarizes himself with the insurance history and facets of the business and claims that are important to insurance placement and management. Navigating both the complexity of the hospitality industry along with assembling the Willis expertize that will benefit your organisation is a key process for the Leisure Industry Practice Group. A multi-disciplined approach is critical to providing innovation to our clients. Working closely with our retail offices, the Leisure Industry Practice Group assists in exceeding our clients expectations. Contact Laurie Fraser CPC Global Markets International Willis Limited Direct Line: +44 (0) Mobile: +44 (0) fraserl@willis.com

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11 It is vital when evaluating the exposure within the hospitality industry to look beyond the obvious. New innovations within the industry by themselves create dynamic exposures not previously considered. Traditional approaches to the evaluation of risk can be preoccupied with a focus on footfall traffic and the subsequent injury exposure. however, as the customers are often outside visitors to the hotel or region do they then bring with them risks not previously considered? Is it possible to see the future? No: but it is possible to throughly evaluate all possible exposures an organisation may face so mitigation procedures can be designed and implemented.

12 Willis Limited The Willis Building 51 Lime Street London EC3M 7DQ Tel: +44 (0) Fax: +44 (0) Willis Limited, Registered number: England and Wales. Registered address: 51 Lime Street, London, EC3M 7DQ. A Lloyd s Broker. Authorised and regulated by the Financial Services Authority. 7424/08/09