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2022 Q3 Edition

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2022 Q3 EDITION

In This Edition

1. From General Manager’s Desk

2. SLAD and THAD Highlights • Lantern and Moon Festival • Celebrating Diversity and Inclusion • Beach Volleyball Championship • Dragon Boat

3. Sustainability Initiatives • Blood Donation Drive • Recycle, Reforest and Repeat • One Root, One Communi-Tree Project 2022 • International Coastal Cleanup Day • International Day of Charity

4. Learning & Development and Service Excellence Updates • Service Excellence – Guest Engagement Score • Tourism Youth Summer Camp 2022 • Junior Leaders Program • Handling Guest Feedback and Resolution • The Shangri-La Way • SATURDAY sights and excitement

From General Manager's Desk

The third quarter of 2022 had been a story of determination, success, and achievement.

To all our extraordinary colleagues who made their career progression, Congratulations on your well-deserved promotions. We trust you will continually drive our Shangri-La Culture. It gives me great pleasure to welcome our new colleagues to the Shangri-La Family. We are happy to have you on board and together, we will work towards achieving new benchmarks. The reliable service we provide and the consistent quality we offer define us. We never give up and have consistently shown improvement and an upward trend in our Guest Engagement and Touchpoint Experience through the Ipsos Medallia score and performance results within the region and globally. New initiatives and best practices have also been made within the complex as part of the drive to enliven The Shangri-La Culture, The Shangri-La Way, and The Shangri-La Circle that colleagues have fully supported with gusto and passion.

Ahmed Issa Complex General Manager

Once again, my heartfelt thanks to each one of you for setting a wonderful example of dedication, professionalism, and ownership.

I wish you and your families healthier and more prosperous days ahead.

SLAD and THAD highlights

Welcome to the Shangri-La Family

Shangri-La and Traders Qaryat Al Beri, Abu Dhabi

“We are delighted to welcome Rafat Kazi, Director of Marketing and Communications at Shangri-La and Traders, Qaryat Al Beri, AbuDhabi. Rafat graduated in English literature and did her post-graduate program in Mass Communications at Xavier Institute of Communications, India. She had worked with Luxury Hotel brands such as ITC, Hyatt, and Starwood. She has been working in UAE since 2010 with Hyatt Hotels and Galleria Dubai. Rafat has extensive experience in the Middle East. Rafat is a Mindfulness Coach and has conducted mindful workshops. In her free time, she loves traveling, reading, and horse riding.

Rafat Kazi Director of Communications and Marketing

SLAD and THAD Family wish Rafat all the best in her new role.

Welcome to the Shangri-La Family

Shangri-La and Traders Qaryat Al Beri, Abu Dhabi

We are pleased to announce that Domenico Nicolino has been appointed as the Executive Sous Chef effective 01 September 2022.

Chef Domenico is Italian and started his culinary journey at a young age. He brought with him an experience of Fifteen years and started his career with Michelin-starred restaurants and spent more than 6 years in Italy before moving to London. His career spans boutique Hotels, luxury hotels, and standalone restaurants in Italy, the United Kingdom, Australia, Norway, Malaysia, Thailand, and Azerbaijan. He loves traveling and has done many short assignments as a celebrity chef and traveled to exotic locations in Greece, Germany, Estonia, Denmark, and Norway.

SLAD and THAD Family wish Chef Domenico all the best in his new role.

Domenico Nicolino Executive Sous Chef

Welcome to the Shangri-La Family

Traders Qaryat Al Beri, Abu Dhabi

Ramkrishna Mahabirsingh F&B Operations Manager

Nidal Mwaffack Assistant Front Office Manager

Mohammad Lafee Service Manager - Front Office (Duty Manager)

Promotion Announcement

Tamer Refaat is promoted from Assistant Director of Sales and Marketing to Director of Sales and Marketing effective 01 August 2022 .

Tamer joined Shangri-La and Traders Qaryat Al Beri, Abu Dhabi in the capacity of Assistant Director of Sales and Marketing in 2019 bringing with him his great expertise and knowledge of the local market knowledge. He has worked in various roles in several luxury brands such as Raffles, Marriott, and Rotana. In the past, Tamer had worked in Shangri-La Dubai and Abu Dhabi. A devoted husband and loving father, Tamer is a family man who enjoys his free time playing football and loves to go on deep-sea fishing trips for adventure and thrill.

Congratulations Tamer! Your achievement is proof of your quality. All the best for the new phase of your journey.

Tamer Refaat

Promotion Announcement

Jasmen Orozco Promoted to Assistant Manager – Rooms Quality

Amine Souki Promoted to Customer Sales Executive

Shailesh Lobo Promoted to Junior Assistant Manager – IRD

Thushaj Thulaseedharan Promoted to Service Manager – Sommelier

Azzme Nege Promoted to Assistant Events Manager

Gina Segarino Rodrigo Promoted to Service Leader – Housekeeping

Govind Singh Promoted to Service Leader – Senior Chef De Partie

Rathan Kumar Sulyamme Promoted to Service Leader – IT

Dushan John Vijaya Promoted to Service Leader – Front Office

Sajana Shakya Promoted to Service Leader – Spa

Shijo Samuel Promoted to Kitchen – Commis 2

Angelito Nerosa Durante Promoted to Kitchen – Commis 2

Zaw Tun Promoted to Kitchen – Commis 2

C elebrating Diversity and Inclusion

We are unique and different in every way, but one thing unites us – recognizing the celebration of each country's national and independence days. Shangri-La and Traders never miss the opportunity to celebrate Diversity and Inclusion. We held cake cutting ceremony to rejoice in the freedom and democracy of countries.

Lantern Making Competition

Second Winner Ushan and Gagandeep Housekeeping

First Winner Rose and Anura Engineering

“ LANTERN MAKING COMPETITON – Make Your Lantern as You Wish”

Third Winner Kadekand Jean Chin The Spa

Lantern and Moon Festival Shangri-La Qaryat Al Beri, Abu Dhabi invited guests and colleagues to celebrate the Mid-Autumn festival to revel in the spirit of reunion and the deeply rich cultures of China and Vietnam. Our colleagues contributed to the joyful reunion that the festival brings every time by participating in the “LANTERN MAKING COMPETITON – Make Your Lantern as You Wish” held before the festival. The celebrations continued in the evening with guests and colleagues along with their loved ones at the infinity pool for the magical 'Lantern release’ . The event started with awarding our top three winners from the Lantern Making Competition and recognizing our colleague’s efforts. The Dragon Boat paddlers added more charm to the event with their grand entry along with the flaming torch that has been passed to Mr. Ahmed Issa, General Manager, who lit the very first lantern followed by our guests and colleagues. It was a wonderful time releasing their lanterns in the infinity pool by making a wish.

Beach Volleyball Championship It is sports time!

Shangri-La and Traders organized Beach Volleyball Championship in September

A total of eight groups participated in the competition which was held for three weeks in a row. Colleagues gathered at the beach to support their team members and enjoyed the time with refreshments while watching the match.

Sports and Recreation team ‘Water Fighters’ were declared winners and the Housekeeping team ‘Landers’ were the runners up” .

WATER FIGHTERS Winners

LANDERS Runners up

Dragon Boat

Shangri-La and Traders have been participating in the Dragon Boat Competition since 2008.

Our paddlers ‘Never Give Up’ mindset and attitude ensure the team practice twice a week (even during the hot summer) in preparation for the upcoming race this year.

We thank our Dragon Boat colleagues and respective Department Leaders for their support and ‘Compete to Win’ mindset.

Sustainability Initiatives

Blood Donation

Drive

SLAD and THAD in collaboration with Abu Dhabi Health Services, Co. – SEHA organized a Blood Donation Drive on 19 July 2022 wherein 42 colleagues participated in the event. Many thanks to our colleagues who took their time and effort to donate blood and demonstrated our belief to "DO GOOD - We strive to do the right thing from the heart with integrity, care and sustainability“.

Being selfless is indeed about not living through others but letting others live through you.

Emirates Environmental Group

Recycle, Reforest and Repeat and One Root, One Communi-Tree Project 2022

Shangri-La and Traders Qaryat Al Beri, Abu Dhabi partnered with Emirates Environmental Group (EEG) to contribute to the environment and community. We participated in the EEG Campaign - One Root, One Communi-Tree Project 2022 and Recycle, Reforest and Repeat . We collected and deposited 1,000 kg of recycled paper & carton boxes, 57 mobile phones, 50 toner cartridges, and 50 kg of aluminum cans for recycling programmes. As a result of the efforts and commitment, SLAD and THAD were awarded the opportunity to plant an indigenous tree under the name of Shangri-La and Traders Qaryat Al Beri, Abu Dhabi at the Annual Campaign "For Our Emirates We Plant" in the Emirate of Fujairah, organized by The Emirates Environmental Group, EEG, which aims to help the national environment as a whole. We are honored to partner with Emirates Environmental Group (EEG) to operate in an economically, socially, and environmentally responsible manner.

This outreach effort is among our various commitments to promote positive change in our community.

Emirates Environmental Group

Recycle, Reforest and Repeat and One Root, One Communi-Tree Project 2022

Recycle, Reforest and Repeat Paper and Cartoon Box Collection Drive

FOR OUR EMIRATES – WE PLANT We planted indigenous tree under the name of Shangri-La and Traders Qaryat Al Beri, Abu Dhabi

One Root, One Communi-Tree Project 2022 Mobile Phones and Toner Cartridges Collection Drive

Recycle, Reforest and Repeat Aluminum Cans Collection Drive

International Coastal Cleanup Day

Fighting for Trash Free Seas

On September 17, 2022, Shangri-La and Traders came together for the protection of the ocean, once again under the umbrella of International Coastal Cleanup Day. 65 volunteers participated in the coastal cleanup campaign. It took two hours to clean the entire beach front.

A group of colleagues cleaned the marine algae with the help of the lifeguard.

International Day of Charity This year Shangri-La and Traders, Qaryat Al Beri, Abu Dhabi celebrated the International Day of Charity by helping and supporting those in need. Our colleagues came forward and donated unused items which were in good condition i.e., clothes, toys, books, linens, etc. in the collection drive held for two weeks at the hotel and colleagues' accommodation.

Housekeeping and colleague Housing team contributed to the great cause by organizing and arranging the collection drive.

We collaborated with the UAE Red Crescent Society and donated three truckloads of articles collected during the drive and the proceeds were donated to Pakistan Flood relief efforts.

Learning & Development and Service Excellence Updates

Service Excellence Guest Engagement Scores

Shangri-La Qaryat Al Beri, Abu Dhabi

TOP BOX (AVERAGE)

PROBLEM HANDLING

RECOGNITION

WI-FI

LIKELIHOOD TO RECOMMEND

TARGET : 90.0% SCORE : 89%

TARGET : 9.0 SCORE : 8.87

TARGET : 90.0% SCORE : 82.81%

TARGET : 89.8% SCORE : 89.2%

TARGET : 72.8% SCORE : 67.8%

Data as of 30 September 2022

Service Excellence Guest Engagement Scores

Traders Qaryat Al Beri, Abu Dhabi

PROBLEM HANDLING

TOP BOX (AVERAGE)

RECOGNITION

WI-FI

LIKELIHOOD TO RECOMMEND

TARGET : 87.2% SCORE : 87.4%

TARGET : 75.5% SCORE : 75.5%

TARGET : 90.0% SCORE : 86.7 %

TARGET : 90.0% SCORE : 87.55%

TARGET : 8.82 SCORE : 8.82

Data as of 30 September 2022

Tourism Youth Summer Camp 2022 Shangri-La Qaryat Al Beri, Abu Dhabi (SLAD) received a plaque of participation as an industry partner for the Tourism Youth Summer Camp organized by the Department of Culture and Tourism Abu Dhabi (DCT Abu Dhabi). Abu Dhabi Department of Culture and Tourism

The program was completed with the two-week immersive program for UAE nationals aged between 17 and 21 offered both formal training and work experience including a five-day placement at one of Abu Dhabi’s leading hotels. The students were empowered after the immersion to create projects and initiatives that will be part of tourism and hospitality growth and transformation of the emirate's economy – partly supporting the DCT Abu Dhabi strategic ambitions.

Junior Leaders Program (JLP)

SLAD and THAD is focusing on the development of junior leaders, facilitating relevant and meaningful learning experiences to prepare successful future leaders.

A total of four batches of JLP classroom sessions were completed with an average of eight participants per batch.

Currently, two batches of Juniors Leaders are undergoing the training program.

Handling Guest Feedback and Resolution “YOUR MOST UNHAPPY CUSTOMERS ARE YOUR GREATEST SOURCE OF LEARNING”

- Bill Gates

Let's continue to handle guest feedback and always delight our guests with moments of joy straight from the heart.

The Shangri-La

Way

Shangri-La and Traders Qaryat Al Beri, Abu Dhabi hosted the first session on “ The Shangri-La Way " for our colleagues on August 17, 2022. Colleagues were guided on different guest-related scenarios and how to give outstanding experience whilst understanding the Shangri-La Experience and Culture.

SATURDAY sights and excitement

SATURDAY sights and excitement is an internal initiative to recognize, appreciate and value colleagues' efforts who passionately deliver Shangri-La Experience to our guests during the busy weekend posting their spot-on effort and smiling faces on our Facebook page. – “Thesladthadlab”

Scan the QR code to follow us on our facebook page Thesladthadlab

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SLAD and THAD Facebook PAGE

We have many fun and hardworking moments at SLAD and THAD that we wish to share with each other. Thesladthadlab

Thesladthadlab Analytics

July01 – September 30, 2022

213Posts 408 Active Members

We invite you to join our SLAD and THAD colleagues Facebook page “Thesladthadlab” .

THANK YOU

Shangri-La and Traders Qaryat Al Beri, Abu Dhabi

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