Welcome to the Discova family!
You have joined our business at a very exciting time, as we evolve to become one of Asia’s leading destination management companies (DMC). And I am delighted to have you onboard for this journey.
Our business is built on a foundation of excellent product and high-quality service, but what makes us really stand out is our people. Discova people are in their element every day. By starting a career with Discova, you become part of a truly international family with members from around the globe.
Our “promotion from within” philosophy is anchored on a culture of meritocracy, not longevity. We are proud that many of our leaders have grown up in the destinations where we operate and are connected to the communities that we work with.
This booklet is designed to give you an introduction to the world of Discova. You can read about our impressive 25-year history, learn how our business works and find out how working for Discova means being in your element.
I am excited to welcome you to a world of possibilities at Discova, and wish you every success in your journey with us.
Suyin Lee Managing Director
Who are we?
Discova is a leading destination management company with a solid presence across East, Southeast, and South Asia. We specialise in providing comprehensive travel solutions tailored for B2B partners, ensuring seamless experiences from start to finish.
Our extensive regional expertise of over 25 years and deep local connections enable us to craft bespoke itineraries that cater to diverse client needs, from leisure travel to corporate events and educational tours.
This is our world…
In 2019, we joined the Flight Centre Travel Group (FCTG) family and formed Discova. With the backing of one of the world’s largest travel companies and prior local knowledge and experience in Asia, Discova is able to offer best-in-class tailored solutions to partners across the globe.
Discova Community Development Projec t
Discova Destination
What is our business?
As a leading DMC, our customers are Travel Agents, Tour Operators, Wholesalers and other business-to-business travel purchasers. Our products can be broken down into seven main categories:
Tailor-made travel
Our impeccable account management team has facilitated complex group series tours for more than 25 years. Our tailor-made operations team works hand-in-hand with our Product teams to create custom itineraries that passengers love. Our team is thoroughly briefed on the customer type and any important brand specifics so they can design itineraries that represent our partners. What makes Discova different is that we have the financial backing to offer great rates at high-end properties, yet we have the local savvy to know all the best homestays and everything in between.
Group Travel
Our impeccable account management team have been facilitating complex group series tours for more than 25 years. We provide a first-class service to some of the biggest names in travel from around the world. The secret to our success? Our flexibility. And we don’t get complacent. By working with our sales and account management teams, you have access to product enhancements, exclusive rates, onthe-ground feedback and guide training. This helps ensure each of your groups has an exceptional travel experience.
Educational Travel
We provide immersive trips for schools, universities, and speciality agents through long-term partnerships with our in-country hosts. We craft unique hands-on experiences blended with real-life explorations that are mutually beneficial for communities, schools and students.
Our award-winning educational travel team is dedicated to a full curriculum of experiential travel programs. We work with social enterprises, rural communities, local education authorities and nongovernmental organisations (NGOs) to provide experiences and exchanges that empower learning and sustainable, community-driven development.
Day Tours
From hiking up an active volcano in Indonesia to biking around Chiang Mai’s historic countryside, our extensive range of day tours reflects the diverse facets of our destinations while catering to a variety of travellers, travel styles and interests. We aim to show all sides of a destination. This may be an excursion highlighting the city’s main sites or the opportunity to travel like a local and explore the way of life in a rural village.
Transfers
Whilst our day tours are designed to stand out, we want our transfers to go unnoticed – the smooth transitions between experiences. By operating with our own vehicles and employing our own drivers, we offer seamless journeys at competitive rates for groups of all sizes. Our drivers are trained in English, and our vans are fitted with air-conditioning, Wi-Fi and, if requested, baby seats. Travelling can be stressful at times and our transfer services help to make your travel days as convenient and relaxing as possible.
MICE
MICE stands for Meetings, Incentives, Conferences and Exhibitions. It essentially refers to the planned outings of organisations and businesses. At Discova, we know it can be a lot of work for companies to organise these events by themselves. So, we share our expertise across all our destinations to offer plenty of options for businesses. Our team of experts understands and embraces the level of detail that goes into a MICE trip; whether it’s during the booking process, while the group is indestination or when wrapping up the event – we are here to provide support at every step of the journey.
The Discova Values
We have five core values, and these define how we engage with our colleagues, the communities in our destinations, and how we best sell experiential travel to our partners. They remind us of who we are and what we aim for in our business operations: to be open and engaging, carry our love of travel wherever we go, stay strongly connected to our services and products, innovate and adapt consistently, and remain humble and grounded by the beauty and warmth of our destinations.
To be a part of Discova means respecting and embracing these values and reflecting them in your daily interactions and work ethic.
We Are All Ears
What it means to our People
We value everyone’s ideas, thoughts, and feedback. We are all equal.
What it means to our partners
There’s no one-size fits all approach to travel – and what makes an experience special depends entirely on who you ask. To be the best at what we do, we listen carefully, adapt as needed and customise every part of our business to the needs of our partners, whether that be our product, our support or even our commercial agreements.
We Are Travelers at Heart
What it means to our People
We are dedicated to creating a positive impact on the communities where we live, work, and explore.
What it means to our partners
It’s the thrill of getting out there and connecting with new people that inspires us all to deliver something special – and we also aim to put as many people as possible in touch with travel.
We Are Hands On
What it means to our People
We hold ourselves accountable for our results and high standards. We take ownership for our successes and failures and make no excuses.
What it means to our partners
As on-the-ground experts, we act as an extension of our partners teams, helping them to reach more destinations around the world and deliver unforgettable experiences to their customers. In an industry where standout service is everything, we go the extra mile – making sure we’re on hand 24/7.
Eyes on the Future
What it means to our People
We are curious and challenge the status quo to continually evolve and creatively solve problems that others can’t.
What it means to our partners
When things change, we change with them – always looking for the nextbest-thing in tourism and in the destinations we live and work in. If there’s an opportunity to deliver a better travel experience for customers, or a better opportunity for partners - We make it happen.
Feet on the ground
What it means to our People
We think globally and work locally. Working as a team we go the extra mile and support each other around the globe. There is no them and us.
What it means to our partners
As we expand our team around the globe, we approach every tour or experience with a home-grown perspective. 95% of our people are local and experts at blending their know-how of the places our partners and their travellers are visiting with an intuitive understanding of the travel experience they’re expecting. Because we know what makes those experiences so special.
Meet our teams
Product Team
Members of our Product team love to explore every inch of this asia in search of exceptional experiences for our travellers. The product is at the heart of everything we do at Discova. Our product team works across all our destinations to find new and unique experiences, making us a DMC that leads the way in the Asian market.
Tour Guides & Tour Leaders
These are our ears, eyes, and feet on the ground - Tour Guides and Tour Leaders are the face and voice of Discova to our travellers, connecting people and places with a world of possibilities. They are well-informed, excellent storytellers with a knack for customer service. They complement our customers’ experiences, making them unique and memorable.
Marketing Team
If the product is the heart of our company, then Marketing is the lungs. Our savvy Marketing team will breathe real life into the products and services that we offer our customers. They develop and generate creative ideas that help in expanding our company’s digital footprint and brand awareness. They act as the face and voice of our brand and manage all community communications to reflect our Marketing goals.
Fulfilment Team
Our fulfilment team is passionate about every aspect and detail of our customers’ journey with us. They put the puzzle pieces together. Everything, from meeting our customers on arrival, through to the end where we say “see you next time”, is in their hands. They ensure every aspect of their bookings are confirmed and our customers are looked after.
Customer Experience & Account Management Team
This team is the bridge between our people and our customers. They look after each customer from the first time they engage with us and throughout the whole booking and travel process. Both roles help establish our reputation as a global travel company that offers excellent customer support during all sales and after-sales procedures.
Business Solutions & Technology Team
They are our tech-savvy staff who look after all IT functions, including Business Analysts, IT Support Desk and IT security. They ensure our IT systems are secure, consistent, and reliable – as well as offering a helping hand to those who have any tech issues.
People & Culture Team
The people in this team are passionate about attracting high calibre talent. They ensure our people are in their element by promoting a culture of diversity, inclusion, and equal opportunities. There are three elements to the People & Culture Team. Our recruiters seek out talent and provide an excellent candidate experience. Our HR Professionals make sure that our new people are onboarded and have what they need during their employment with us. Finally, our Learning and Development experts equip our people with the technical and soft skills to enable them to be the best they can be in any situation.
Finance & Accounting Team
Members of our Finance and Accounting Team are exceptional mathematical minds combined with a strong business orientation. They provide us with accurate quantitative information about our business’s finances while ensuring we are compliant with all tax regulations. They are savvy with numbers and love meeting the tight deadlines of a publicly-listed company.
Kaura Bali: Your Sanctuary for a Day
Kaura Bali is an activity hub and day club, pending the opening of our unique accommodation offering. Kaura as an activity hub allows visitors to experience our community-led, immersive experiences such as cooking lessons, hiking in search of waterfalls, hands-on farming experiences and a range of spa treatments. Our restaurant and bar are fully operational and the view from the pool is stunning.
Kaura is an immersive village retreat, designed to provide guests with an escape from the rush of life, revive their love of learning and invite them to join a community and environment conscious travel experience like no other.
Kaura is a place of learning, rejuvenation, fun and ultimately, interconnection. Both guests and the local Manggis people are to be impacted positively for years to come by the emergence of this retreat experience
www.kaurabali.com
Discova gives back
As one of the world’s premier DMCs, we are best known for providing exceptional products and services to our partners. We recognise that with our continued success comes the opportunity to drive meaningful change within the travel industry. We take very our ethical responsibilities seriously. We seek to provide experiences with the least environmental impact and the greatest economic and social benefits to local communities.
We have identified three key pillars where we feel we can have the greatest impact. We’ve used these pillars to guide us as we have established projects and initiatives that allow us to make a positive difference to our communities, our ecosystems and our planet.
Environmental Responsibility
Social Responsibility
Economic Responsibility
Environmental Responsibility
What are we doing to help?
Single-use plastic waste has become a monumental issue across the planet. So, we are leveraging our global reach to help drastically reduce single-use plastics throughout our business. We are continuously expanding our initiatives, which replace single-use plastics with environmentally friendly alternatives.
When it comes to Wildlife Responsibility, Discova advocates only using activities assessed by Travelife and endorsed by PATA (The Pacific Asia Travel Association is a membership association working to promote the responsible development of travel and tourism in the Asia Pacific region) and the Asian Captive Working Elephant Group (ACWEG). We commit to the Travelife process to ensure we follow best practices and global standards to protect elephants in our destinations.
We take an active role in investigating change, working with our suppliers to maintain a clear supplier selection and audit process, as well as transparent feedback and a whistleblowing process to report violations Economic Responsibility
What are we doing to help?
By channelling business through social enterprises, we support socially inclusive vocational training for the hospitality and tourism industries.
To further support our local communities and marginalised groups, we have developed a Local Guide Ambassador Programme to increase the social inclusiveness of the tourism industry. The program provides tools and opportunities to disadvantaged youth to access education and find work opportunities.
Social Responsibility
What are we doing to help?
People are at the heart of Discova. 95% of Discova people are locals, having grown up in the communities we operate in. This strong social attachment means we are compelled to support where we can.
The wellbeing and welfare of children in our communities is one of our top priorities. As such, we commit to an active child protection policy using guidelines laid out by the ChildSafe Movement.
Other social projects include our Local Guide Ambassador Programme - a six-month scholarship that includes a monthly living allowance- and we have a dedicated educational travel team working with local communities to create sustainable tourism projects.
Our Projects
Our Educational and Responsible Travel teams are consistently engaging in projects to help our local communities.
It’s a work in progress, but we are proud of these endeavours and want to make these projects a cornerstone of our efforts going forward.Whether it’s raising money to build a dormitory in one of the Laos communities we work in or building a playground for a school in Northern Thailand, we recognise our responsibility to give back and are always on the lookout for ways in which we can do so.
There are plenty of positive projects going on at Discova, but here’s a flavour of some of our efforts...
Local Guide Ambassador Programme
A common challenge for many people throughout our destinations is the lack of access to education and difficulty finding meaningful employment.
To further support local communities and marginalised groups, Discova has developed the Local Guide Ambassador Programme to increase the tourism industry’s social inclusiveness.
We acknowledge that we are experts in the tourism industry and believe that sharing knowledge and creating employment are among the best ways to benefit society.
Happy Library
The Happy Library Project is a small project aimed at providing books for local children in the remote villages of Northern Vietnam’s Mai Chau District.
About a four-hour drive from Hanoi, the average person’s income here is around USD 60 per month, which barely covers basic needs. The only bookstore is located 30 km from the villages, and the selection of reading material in the local school is also limited.
After working with different communities for several years, Discova has been raising funds to buy books and set up ‘micro libraries’ at local community houses in several villages. Open 2-3 times per week, these libraries give local children access to a large variety of books which will also contribute to the development of their reading and learning skills.
Volunteer Days
Responsible travel starts with us.
To positively impact the communities in which we live, work, and travel, all Discova employees are given one day paid volunteer leave per year.
Whether individually or in the form of a team outing, this day can be used to volunteer at any registered charity in line with our pillars of responsibility.
Our commitment to you
Our approach to learning
We continually invest in our people’s development to help them be the best they can be. This enables everyone at Discova to be in their element.
We provide a clear pathway for learning and development to help you grow in skills and further your career, from the moment you join.
Our Learning and Development theory is based around the 3 E’s approach of Experience, Exposure and Education.
70% Experience learning: Experiential learning includes on-the-job training, tasks, projects, reference and research gathering
20% Exposure learning: Social learning from peers, shadowing, buddying, coaching and discussions.
10% Education learning: Structured learning is available in virtual or physical classroom sessions, webinars, conference, and self-directed courses.
We deliver a mix of virtual workshops and training sessions and self-directed online learning modules through the Compass programme. The world is your oyster, and at Discova, we encourage and empower you to continue to grow, think BIG, get outside your comfort zone, and develop new skills or enhance existing ones. If you have the will we can help you with the skill - there’s a whole department in the People & Culture Team whose job it is to help you along the way.
The 4MAT learning model
4MAT is a world-renowned learning and communication tool. It was developed from a holistic perspective and based on essential human differences regarding how we perceive, process, understand and pass on information.
The Challengers
Do you always ask, “What if or What else?” Then you might be part of 25% of the population that prefers to communicate by asking What if or What else?
You may like:
• To challenge ideas, concepts & solutions
• Look for hidden possibilities
• Learns by trial and error
• Self-directed discovery
Your Strengths: Action, carrying out plans and taking risks
The Analysts
Do you always ask “what is to be done?” Then you might be part of 22% of the population that prefers to communicate by asking what?
You may like:
• Facts and analysis
• Experts’ opinions
• Collecting and critiquing data
• Step by step instructions
Your Strengths: Creating concepts and models
In other words, 4MAT is a method for helping anyone to learn anything! Everyone has a natural style, read through the section below and see if you can work out your own communication preference.
The Innovators
Do you always ask, “why are we doing this?” Then you might be part of 35% of the population that prefers to communicate by asking why?
You may like:
• Big Picture
• Understating of the purpose
• How this applies or impacts yourself
• Once you understand the “why” of the topic, then you become its greatest advocate.
Your Strengths: Innovative and Imaginative
The Common Sense
Do you always ask, “How will this work?” Then you might be part of 18% of the population that prefers to communicate by asking How?
You may like:
• The practical application
• Needs to know how things work
• Learns by testing theories using practical methods
• Enjoys hands-on experiences and problem-solving
Your Strengths: Look for ways to simplify the complex
Why work for Discova?
Career
progression: learning and leadership development opportunities
We continually invest in our people’s development to help them be the best they can be. This enables everyone at Discova to be in their element. We believe in deserved internal promotion and provide a clear pathway and courses for learning and development to help you grow in skills and further your career.
Travel discounts
One of the perks of joining a global travel company surely has to be... travelling. It’s also important to us that our staff get to live out our purpose of “connecting people to a world of possibilities”, continuously feed their curiosity and explore and learn about new cultures and places. Accordingly, we offer Discova citizens discounts on a selection of our and our partners’ travel experiences and services.
Responsible Travel
We have used our size and stability to our advantage by supporting various community development projects and social, environmental and economic initiatives throughout our destinations. When you join Discova, you become part of a company that values local people and environments first and foremost, seeing the potential for tourism to be a regenerative and sustainable force.
United Nations Women’s Empowerment Principals (WEPs)
As a proud signatory of the UN WEPs, Discova champions gender equality in our business and influences our partners, local communities, and suppliers to do the same.
Legendary celebrations for high performance
We know how to have fun and celebrate our success! This could be in our monthly online town hall meetings, Quality Gobal Celebrations, year-end parties, or the Flight Centre Travel Group’s (our parent company) big bash, the Global Gathering.
Experience Discova
Every employee gets the opportunity to experience two Discova operated tours within the first two years of their employment. On the one hand you will get to understand our products and services better, and on the other you will get to experience what our industry is all about: exploring, learning, and having fun!
More than conventional leave
We believe in the philosophy “No Leave = No Life”.
That is why we have additional leave types beyond your conventional paid leave, because we believe that you deserve more. These added benefits have been introduced so that you can take time off from work to learn, give back, rest and recharge.
Birthday Leave
If your birthday falls on your regular working day, you can take one day paid lweave to celebrate with your friends and family on your special day.
Study Leave
We believe that learning is a lifelong process. That’s why we offer five days of paid annual study leave. You can enroll in a course that is linked to your current or future role with Discova to study or attend exams, join tutorials, or work on projects to be submitted for your qualifications.
Longevity Leave
To show our appreciation for our people’s continued dedication, we will offer special travel opportunities (including work experiences in other offices) and vouchers to employees during their 1st, 3rd, 5th, 10th, 15th, 20th, 25th and 30th year work anniversaries.
Volunteer leave
Discova is committed to changing lives through travel. If you work for us, it means compassion is in your DNA, and that is why we provide one day of paid volunteer leave per year. Take a day off and do some good for nature or your community with a registered charity.
Discova leadership
Our Leadership Style
We believe that all employees have 4 Rights at work, they are:
• Know what is expected of them.
• Know how they are doing.
• Know what they need to do to improve.
• Know what the outcome of their performance or behaviour will be.
To make sure we live these rights, we use the KLAMPs to keep us on track.
So, what are the KLAMPs?
The Key Leadership and Management Principles (KLAMPs) are the work of 30 years of research that shows leadership is learned and not something one is born with.
We believe by consistently using the 7 KLAMPs it will help you empower, inspire, motivate and lead yourself and others to success.
LEAD BY EXAMPLE
A leader runs their business by leading by example. Being on time, adhering to business systems, taking full responsibility for directorships and customer service, leading with a positive attitude and acting with integrity.
The FCTG Communication systems (Day Planners, WBM’s and One on Ones) are the vehicles to enable total information sharing, inspiration and development with your team. A leader demonstrates and encourages an open style of communication where all team members have input.
A leader is responsible for the personal and professional development of each of their team members. They make sure they get the right training to gain expertise and have a bright future in their career.
A leader makes sound business decisions. Leaders know their financial numbers and KBD’s and KPI that drive their business. They can understand financial reports to help them make informed decisions.
A leader creates an environment where people feel supported, connected, valued and motivated to perform. They drive a culture of accountability where expectations are clear, feedback is given regularly, and their people know the way forward in delivering their results.
A leader establishes and clearly communicates their vision, plan and goals for the business. Goals must be aligned to overall business goals and broken down for each Quarter and the year. The plan should be regularly revisited to check in on strategies.
A leader ensures that what is meant to happen in the business does happen. All of their team are aware of the expectations for behaviour, performance and business processes. Leaders ensure that their team achieves their goals and are held accountable for their actions.
The day-to-day
How does communication work at Discova? What do you have to wear? What on earth do all the acronyms mean? Find all this useful information in this section…
A few business phrases you’ll hear at Discova:
AM /PM Planner
A short daily meeting (usually first thing in the morning) where all Team Members get together to plan the day.
Buzz nights / Town Hall / Monthly City Meeting / Family Lunch
Monthly event to create a culture of community, recognition and celebration.
Incentive
This refers to the amount of commission or wages that has been earned by a staff member, based on performance.
One-on-one
A two-way feedback meeting between a Team Leader and a Team Member. An opportunity to discuss and review performance, leadership and development.
Common Acronyms we use:
BDM - Business Development Manager
BHAG - Big, Hairy, Audacious Goal. This is a long-term goal that changes the very nature of a business’ existence.
CVP - Customer Value Proposition EBITEarning Before Interest and Tax
EVP - Employee Value Proposition FCTG - Flight Centre Travel Group
FIT - Free Independent Travellers
GIT - Group Inclusive Touring
IDS - In Destination Sales
KBD - Key Business Driver
KPI - Key Performance Indicator
LY - Last Year
NPS - Net Promoter Score
OBW - One Best Way
SLA - Service Level Agreement
SWOT - Strengths, Weaknesses, Opportunities and Threats
WBM - Weekly Business Meeting: A 30–60-minute team meeting where the Team Leader updates everyone on their numbers/progress for the month and reminds them of team targets and the Team business plan and how the business is tracking with them.
Systems & what to wear
What to wear on your first day
At Discova, we have a unique dress style that reflects the character of the countries that we operate in. We don’t have a corporate uniform – no ties, please!
Business casual is the way to go. We do supply some Discova branded clothing across all departments. This may differ depending on the office or county you are located in, so have a chat with your leader on your first day.
Calamari
This system has a funny name, but it is definitely one you should take seriously. Calamari is where you can check your annual leave balance and apply for time off.
Policy and Procedure
In your first week, you will be given access to the intranet and there you can discova our Global policy and procedures that we use across Discova. Should you have any questions, please ask your leader or People & Culture Team for more information.
Compass
Our company e-learning platform. You’ll use this for self-directed learning and compliance training.
Workvivo
Facebook, but for work. This is an excellent resource for connecting with your Flight Centre Travel Group colleagues around the world.
Tourplan
Our destination management system is used to manage almost every aspect of our business. Product, sales, reservations, operations, finance...
It all happens here.
Office 365
Our go-to system for all internal and external communication. We use Outlook for email, Teams for video and chat, and Sharepoint for our Intranet.
