AH manual layout 12/12/03 1:16 PM Page 1. Aurora Hospitality Services, Inc.

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1 AH manual layout 12/12/03 1:16 PM Page 1 Aurora Hospitality Services, Inc.

2 AH manual layout 12/12/03 1:16 PM Page 2 Aurora Hospitality at a Glance

3 AH manual layout 12/12/03 1:16 PM Page 3 Tom Dillon President Mr. Stronach is a perfectionist as am I. We agree that world-class hospitality in our food and beverage operations will enhance the enjoyment and the total experience of our patrons, and serve as an added attraction for newcomers to the incredible sport of thoroughbred racing Tom Dillon Owner and Executive Chef of the legendary Siro s Restaurant adjacent to Saratoga Racecourse in New York, was selected by Magna Entertainment Chairman Frank Stronach as the President of Aurora Hospitality, the company formed to handle hospitality operations at Magna Entertainment Corporation properties. This led to the brilliant pairing of the premier operator of thoroughbred race tracks with a leading national figure in hospitality. Tom has a unique understanding of the particular hospitality needs of the racing community after many years of operating the storied Siro s which the Los Angeles Times hailed as The most famous race track restaurant in America. Mr Dillon has an extraordinary career history in the hospitality industry. Hallmarks include: Catering Director for a sit-down fund-raising dinner for 10,000 people for then presidential candidate John F. Kennedy Coordinating Chef for the crews of the America s Cup Yacht Races in Newport, R. I. and Perth, Australia Coordinating Director of Corporate Hospitality for the Olympic Games in Lake Placid, N. Y. Director of Corporate Hospitality at the US Open Golf Tournament at Shinnecock Hills Director of backstage hospitality for many national touring acts including the Rolling Stones, the Allman Bros. Band, the Eagles, Bonnie Raitt and Bob Marley Mr. Dillon is a graduate of Boston University. He and his lovely wife Celia and their teenage sons Brendan and Brady live in Saratoga Springs, New York.

4 AH manual layout 12/12/03 1:16 PM Page 4 Klaus Panholzer Vice-President, Executive Director-Operations To me, the success and growth of any organization is based on teamwork. It is important to believe in yourself and be passionate enough about your profession to achieve your goals. I believe that all members of our organization should grow together as a family trying, by their contribution to the company, to achieve the same goals. I strongly believe in Frank Stronach s philosophy and vision, which explains the great success of Magna throughout the years and that same philosophy is what I would like to apply to the success of Aurora Hospitality. Klaus Panholzer is a graduate of the University of Vienna with a Masters Degree in Tourism and Sports Management. Klaus originally came to Magna Entertainment Corporation at the request of the Chairman, Mr. Frank Stronach. Previously, Mr. Panholzer was employed by the the world famous, Do & Co International Caterers. Mr. Panholzer, in his capacity as Director of International Events at Do & Co, was responsible for the production of hospitality services at many of the world s largest events, including: The Formula One Tour, providing worldwide service for up to 10,000 people per event (USA, Asia, Europe) The ATP Tour World Championships, Hannover, Germany The Ryder Cup, Valderrama, Spain CHIO Aachen European Equestrian Championship, Aachen, Germany Golden Lion Film Awards, Berlin, Germany FIS Skiing World Cup, Kitzbühel, Austria As a founding member and officer of Magna Entertainment s hospitality company, Aurora Hospitality, Mr. Panholzer has organized an elite team of food and beverage professionals to assure the complete satisfaction of guests at our world renowned thoroughbred racetracks, skiing, golf and tennis operations.

5 AH manual layout 12/12/03 1:16 PM Page 5 Mission Statement To build a brand immediately recognized as the national leader in large venue hospitality, based on ethical business practices, quality services, fair value and customer satisfaction

6 AH manual layout 12/12/03 1:16 PM Page 6 Our Goal To create and maintain a five-star level of hospitality services for Magna Entertainment properties and Aurora Hospitality accounts worldwide.

7 AH manual layout 12/12/03 1:17 PM Page 7 Patron Philosophy The answer is absolutely. What was the question? There are two kinds of customers, new and existing. Changing lifestyles is a primary influence on consumer demands and consumer choices. We will strive to remain ahead of this curve. The word service is so over promised and under delivered that it has lost its meaning and value in today s world. We believe the word hospitality more accurately describes the feeling we wish to transfer to our customers and employees. Service is given hospitality is felt; service is a commodity hospitality can be customized; service is a process hospitality is heart and soul. Service should be our invisible product! Our real bottom line is not how much we get from our customers, it is how much they get from us! We will commit to the old adage the customer is always right.

8 AH manual layout 12/12/03 1:17 PM Page 8 Employment Philosophy All Work is Teamwork Carve this in stone! The way you treat your employees determines how they will treat your customers. We do not have a labor crisis; we have a turnover crisis. It is a fact that employee turnover has an impact on customer service and repeat business. Customers like to see the same employees when they visit. They like to be recognized. It is not only comforting, it s a competitive edge. The competition for workers in our industry is inspired by competition for customers. There is an absolute link between satisfied employees and satisfied customers. To minimize turnover you must first establish credibility. Employees must know that just as you expect them to be there for the company, you are equally committed to being there for them. It is not enough to tell them, you must show them. Managing beyond the bottom line means managing energy. Profit is the applause we get for taking care of our customers and creating a satisfying environment for our employees. We will commit to making our employee environment more meaningful, less stressful and better compensated.

9 AH manual layout 12/12/03 1:17 PM Page 9 Training Philosophy Self-confident employees offer far superior service and sales. If you want to improve self-confidence you do it by training. The two words information and communication are often used interchangeably when discussing training, but they signify quite different things. Information is giving out. Communication is getting through. We will commit to informing less and communicating more. Most employees in the hospitality arena resist or resent training because of past experience. Most employee manuals and training sessions do not reflect workplace reality. If our trainers rely exclusively on lectures, videos, manuals, memorization and tests, we will not have a successful program. You can t talk or test an unknowledgeable worker out of ignorance. We will commit to a hands-on approach to training and the continuing education of our employees, through constant communication and innovation. Learning hasn t taken place until behavior changes. Training is the edge in competitive business.

10 AH manual layout 12/12/03 1:17 PM Page 10 Race Tracks Santa Anita Park, Los Angeles, Ca Bay Meadows, San Mateo, Ca Golden Gate Fields, San Francisco, Ca Gulfstream Park, Hallandale, Fl Great Lakes Downs, Muskegon, Mi The Meadows, Pittsburgh, Pa Multnomah Park, Portland, Or Portland Meadows, Portland, Or Remington Park, Oklahoma City, Ok Thistledown, Cleveland, Oh Lone Star Park at Grand Prairie, Tx Pimlico Race Course, Baltimore, Md Laurel Park, Baltimore, Md Flamboro Downs, Hamilton, ON, Canada Magna Racino, Ebreichsdorf Austria

11 AH manual layout 12/12/03 1:17 PM Page 11 Golf Courses Magna Golf Course Toronto, Canada Fontana Golf Course Vienna, Austria

12 AH manual layout 12/12/03 1:17 PM Page 12 Ski Destinations Splendido at Chateau Residence Club Beaver Creek Colorado

13 AH manual layout 12/12/03 1:17 PM Page 13 If you have any questions regarding Aurora Hospitality you may contact: Aurora Hospitality Services, Inc. A Magna Entertainment Company 337 Magna Drive Aurora, Ontario, L4G 7K1 Telephone: aurorahospitality@magnaent.com

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