COMMERCIAL SECTOR

STANDARD OPERATING MANUAL

CHAPTER 2: DIGITAL PRESENCE

I- Definitions & Terminology:

A- Definition of Digital Presence:

Any online portal and/or platform officially featuring Serenity Hospitality Group brand
and/or sub-brand (vertical), currently including: Serenity Hospitality Group – Serenity
Hotels & Resorts – Serenity Gourmet- Serenity D.Moments – Serenity Lifestyle – Serenity
Circles.

The featuring types according to published material/element include but are not limited
to:
 Photos
 Videos
 Information
 Guests’ reviews
 Rates / Prices
 Accommodation
 Restaurants
 Entertainment & Events
 Third-party services
 Online Reservation tool
 Accommodation
 Restaurants
 Entertainment & Events
 Third-party services
 Consumer products

B- Types of Digital Presence:

 Company Managed Presence: owned account on defined known portal/channel /
platform or supplied by defined service provider; by main purpose:
a) Brand Tool (including but not limited to):
 Brand.com
 Google business Account (s)
b) Marketing Communication Tool (including but not limited to):
 Meta (fb,IG,threads,whatsapp)
 X
 Youtube
 LinkedIn
 Tiktok
 Snapchat

c) Sales Tool (including but not limited to):

  OTAs (extranets)
 Channel Manager
 GDS
 CRS
 Booking Engine
 Partners/Customers Intranets
d) Content Distribution Tool (including but not limited to):
 GIATA
e) Guests Experience Tool (including but not limited to):
 Mobile Application
 Guests’ Review Portals

 Third Party Managed Presence: any Serenity product online featuring type that is
provided by business partner under any given sort of agreement, regardless of the
purpose, portal and/or tool.
Including but not limited to:
 Meta posts/ads by TAs
 TOs Marketing Campaigns on own websites
 Intranets/Extranets Campaigns by selling portals

II- Authorizations, Entitlements & Liability:

A- General Rules:

 Any brand and/or product-related material (verbal, visual and/or auditive) that will
be subject to publishing via any online tool, portal or platform, should be provided by a
Commercial staff member assigned directly by the Commercial Director.

 All team members are welcome to share material at their convenience using the
designated link. While their support is appreciated; all material on the subject link will
be reviewed & approved by a Commercial staff member assigned directly by the
Commercial Director before publishing. This link is for internal use only & cannot be
shared with customers or published to any medium.

 Brand and product materials and/or brand managed accounts are company assets;
access levels & usage rights of the subject assets are related to the type of asset and
usage purpose in relevance with the assigned team member's on-job exigencies.

 All accesses are to be provided only through company email accounts; regardless of
the position of the accessor.

 It is a typical responsibility of the IT Division to provide relevant accesses, create users

and/or profiles with company name(s) & link them to the company e-mail accounts.

 The account activity on the provided access is subject to regular secret audits
conducted by IT Division. Relevant reports are submitted to Sector or Division head
and Area GM, for quality & security assurance purposes.

 Any staff member requiring wider authority over the asset (s), should present a
justifiable claim to the Area GM, who, by the power of his position, is the sole decision
maker regarding the subject claim; without prejudice to his normal right of official task
delegation.

 Access type also refers to role distribution or any similar term used in the same
context according to the platform/portal/channel, etc. …

 Provided access is the full liability of the accessor, in terms of performance level as
defined by superior(s) -when applicable- and adherence to security measures as
dictated by IT Division.

 It is a typical liability of IT Division to ensure immediate access deactivation upon

receiving a resignation notice of any staff member with access to the asset.

 It is a typical liability of IT Division to ensure swift access shifting between staff

members throughout any member replacement processes (vacation-resignation).
 Provided access can be subject to permanent or temporary suspension according to
audit check results or business needs. Staff members with suspended access should
head to their immediate superior.

 Provided access can be subject to permanent or temporary authority level change

according to audit check results or business needs. Staff members with changed role
access should head to their immediate superior.

 Audit check conducted by IT Division results showing a system security breach impose
an immediate action that is under the sole liability of IT Division. The decision of
access / roles related action(s) will be communicated to the immediate staff member
superior -when applicable- after implementation.

 Audit check conducted by IT Division results showing corporate policy breach or

standard quality deficiencies will be instantly communicated to the subject staff
member's immediate superior -when applicable. The decision of access / roles related
action(s) will be the responsibility of the Sector/Division head to which the staff
member belongs.

 IT Division keeps the full right to escalate audit check results, regardless of the type of
findings, to the Area GM.
B- Access Categories by Types of Presence:

Sector /
Portal Access Sub Access Support Access
Division
Brand.com Commercial Full NA NA IT Full
Google Commercial Full NA NA IT Full
S&M Task
Reservation Task
META Commercial Full IT Full
GMs/HMs Task
GR Task
X Commercial Full NA NA IT Full
Youtube Commercial Full NA NA IT Full
LinkedIn Commercial Full S&M Task IT Full
Tiktok Commercial Full NA NA IT Full
Snapchat Commercial Full NA NA IT Full
E-Commerce Full
S&M Full Revenue Partial
OTAs (extranets) Reservation Partial IT Full
Rooms Partial FO Partial
Finance Partial Accounting Partial
E-Commerce Full
Channel Manager S&M Full Revenue Partial IT Full
Reservation Partial
E-Commerce Full
GDS S&M Full Revenue Partial IT Full
Reservation Partial
E-Commerce Full
CRS S&M Full Revenue Partial IT Full
Reservation Partial
E-Commerce Full
Booking Engine S&M Full Revenue Partial IT Full
Reservation Partial
Partners/ E-Commerce Full
Customers Intranets S&M Full Revenue Partial
IT Full
Reservation Partial
Operation Partial Rooms Partial
GIATA S&M Full NA NA IT Full
Mobile Application Commercial Full Operation Full/Partial IT Full
Guests’ Review GMs/HMs Full
Operation Full
Portals GR Partial IT Full
Commercial Partial S&M Partial