50 weeks to a Transformed H2 Culture for use in SEAA Region.
CONTENTS
…3
FOREWORD
…4 …7
Our Culture 50 Activities
…9 …14
Calendar of Events Other Accompanying Resources
…16
How to use the Playkit Activities
…19
Our Asian Heritage and Our Future
…31 …41 …53
Our Vision Our Purpose Our Business
Shared Values | Our Nature and Beliefs Our Nature Do Good
…62 …72 …82
Obsess over Customer Experience
…90
Own our Success
…97
Compete to Win
…105
Never Give Up
…108
Items to Procure
…109 …117
Safety & Sustainability Reminder FAQs
FOREWORD
Dear Leaders,
At our 2023 SEAA RBM, we have identified how important culture is as we make the leap from our current Horizon 1 (H1) to Horizon 2 (H2). As leaders, we must always remember that everything we do must contribute to realization of our group vision – To be the best-loved hospitality group, pioneering new horizons and setting new benchmarks . This play kit is intended to help you facilitate activities in your team which will help them better understand and align with what our Shangri-La Culture stands for and the concept of “H2” or “Horizon 2” means. This means that our colleagues will not just be aware of our vision, purpose, business and shared values (BPVV) but will be able to internalize and demonstrate these behaviours in the workplace. You can choose to facilitate the activity any day in that week based on your operational requirements or public holidays in your country.
Let us all Lead, Entrust and Transform our SEAA region together!
Best regards,
Edwin
Our Vision
Our Business
Our Purpose
“What we do”
“Why we exist”
“What we aspire to be”
Inspired by our Asian heritage, we enable
We host people to the colorful joys of life in a sustainable manner.
To be the best-loved hospitality group, pioneering new horizons and setting new benchmarks.
people to live, work, play, eat, and rest well through the environments we create and the memorable experiences we deliver.
Our Shared Values To explore how our foundational values (our nature) are complemented with our beliefs to form our Shared Values.
Do Good
Obsess over Customer Experience
Never Give Up
Humility
Respect
Sincerity
Courtesy
Thoughtfulness
Selflessness
Own our Success
Compete to Win
Content
What’s inside the Playkit?
What are the details for each?
Activity Details:
Content: • Total of 10 Topics with 5 activities each. • Total of 50 activities .
1. Objective 2. Setup
a) Play Style b) Duration/ Location c) Materials
Topics:
Our Asian Heritage and Our Future 1. Asian heritage and Horizon 2 – 5
3. Activity Brief 4. Key Learning
Our Vision, Purpose and Business 2. Vision - 5
Connection to Shangri-La Culture
3. Purpose – 5 4. Business – 5
Our Shared Values: 5. Our Nature -5
Who will conduct the activities?
6. Do Good – 5 7. Obsess over Customer Experience -5
1. Divisional Heads / HR / L&D in our SEAA region 2. The Playkit is designed from a facilitator’s point of view .
8. Compete to Win- 5 9. Own our Success -5 10. Never Give Up -5
50 Activities in 50 weeks across 1 United SEAA Region
Topic 1: Our Asian Heritage, Our Future
Topic 2: Our Vision
Activities: 1.
Activities: 6.
Acknowledging our roots in Asia Guess the Shangri-La Hotel
The Vision Artist
2. 3. 4. 5.
7. 8.
Hearts Cards
The Shangri-La Smile Eats from the East
Cut it Out
9. Jumbled 10. Clear Vision
Transforming to Horizon 2
Topic 3: Our Purpose
Topic 4: Our Business
Activities: 11. The Color Wheel 12. Put a finger down 13. Go Green 14. Happy Birthday 15. Read my Lips
Activities: 16. Post it 17. The Price is Right 18. Origami 19. Spin the Bottle 20. Tag me!
Topic 5: Our Nature
Topic 6: Do Good
Activities: 21. Our Founder 22. Nature Circle 23. Crossword Puzzle 24. Hearty Post 25. The Book of Happiness
Activities: 26. The Heart Puzzle 27. Emoji 28. Name that Tune 29. Kindness Cards 30. Book of Happiness
50 Activities in 50 weeks across 1 United SEAA Region
Topic 7: Obsess over Customer Experience
Topic 8: Own our Success
Activities: 36. Take Ownership 37. Picture Success 38. Ping Pong Bounce 39. Sneak a Peek 40. Book of Happiness
Activities: 31. Bee Obsessed! 32. The Guest Feedback 33. Balloon Burst 34. Draw the Journey 35. Book of Happiness
Topic 9: Compete to Win
Topic 10: Never Give Up
Activities: 41. Timetables 42. XOXO 43. The Tallest Tower 44. Robot Writer 45. The Book of Happiness
Activities: 46. Hang in there! 47. Name Dropper 48. The Olympic Champion 49. One to 50 50. The Book of Happiness
Overall calendar of events
We pay homage to our Asian Heritage, clarify about the concepts of Horizon 1 and 2 and then move on to our Vision.
Topic 1: Our Asian Heritage, Our Future
Topic 2: Our Vision
Activities: 1.
Activities: 6.
Acknowledging our roots in Asia Guess the Shangri-La Hotel
The Vision Artist
2. 3. 4. 5.
7. 8.
Hearts Cards
The Shangri-La Smile Eats from the East
Cut it Out
9. Jumbled 10. Clear Vision
Transforming to Horizon 2
Overall calendar of events
We move on to focus on Our Purpose and Our Business.
Topic 3: Our Purpose
Topic 4: Our Business
Activities: 11. The Color Wheel 12. Put a finger down 13. Go Green 14. Happy Birthday 15. Read my Lips
Activities: 16. Post it 17. The Price is Right 18. Origami 19. Spin the Bottle 20. Tag me!
Overall calendar of events
We move on to focus on Our Nature and the first of Our Shared Beliefs – Do Good.
Topic 5: Our Nature
Topic 6: Do Good
Activities: 21. Our Founder 22. Nature Circle 23. Crossword Puzzle 24. Hearty Post 25. Our Nature in Action
Activities: 26. The Heart Puzzle 27. Emoji 28. Name that Tune 29. Kindness Cards 30. Book of Happiness
Overall calendar of events
We move on to focus on Our Shared Beliefs of Obsessing over Customer Experience and Owning our success
Topic 7: Obsess over Customer Experience
Topic 8: Own our Success
Activities: 36. Take Ownership 37. Picture Success 38. Ping Pong Bounce 39. Sneak a Peek 40. Book of Happiness
Activities: 31. Bee Obsessed! 32. The Guest Feedback 33. Balloon Burst 34. Draw the Journey 35. Book of Happiness
Overall calendar of events
We move on to focus on Our Shared Beliefs of Obsessing over Customer Experience and Owning our success
Topic 9: Compete to Win
Topic 10: Never Give Up
Activities: 41. Timetables 42. XOXO 43. The Tallest Tower 44. Robot Writer 45. The Book of Happiness
Activities: 46. Hang in there! 47. Name Dropper 48. The Olympic Champion 49. One to 50 50. The Book of Happiness
Other Accompanying Resources
Intended Purpose for Each Resource
Leading the Shangri-La Culture Book
Objective: To equip all the Shangri-La Leaders across the Group supporting the rollout and leading the refreshed Shangri-La Culture moving forward.
Living the Shangri-La Shared Values Book
Objective: To create an awareness for all Shangri-La colleagues that entails operational examples on how to apply the refreshed Shangri-La Culture at work and specific roles to live the shared values daily.
50 Weeks to a transformed H2 Culture Playkit
Objective: To reinforce the Shangri-La Culture and what is Horizon 2 through gamified activities and play that enables all colleagues’ learning for deeper understanding and organization culture sustainability.
How to Use this Playkit – Legend of Icons
To guide the facilitator, the icons are designed for better execution of each activities.
1. Audience
3. Activity
2. Setup
Small Group Icon
Face to Face Icon
Mental/ Mind Icon
• Requires mental ability more: Thinking, knowledge, suggesting, etc. • Minimal movement <
• Personal Session • Departmental Briefings
• 5 Colleagues < or less
Big Group Icon
Physical/ Body Icon
Virtual Icon
• Requires high mobile movements: Standing, walking, running, etc.
• 5 Colleagues > or more
• Use of Teams or Zoom Call
Terminologies
Terminologies used are cohesive throughout the Playkit and are as follows:
• Facilitator- The person leading and moderating the Playkit.
• Colleagues – The people who are participating and playing the activities.
• Objective- The purpose of each play activity.
• Play style- The delivery avenue.
• Duration - The amount of time prescribed.
• Setup- The location needed and materials to be used.
• Activity Brief – The details on how to facilitate the play activity.
• Key Learning- The key takeaways.
Our Asian Heritage, Our Future
Activities: 1. Acknowledging our roots in Asia 2. Guess the Shangri-La Hotel 3. The Shangri-La Smile 4. Eats from the East 5. Transforming to Horizon 2
Shangri-La Academy
Pioneer of Asian Hospitality
Activity 1 – Acknowledging our roots in Asia
Objective: Know where Asia is as the Shangri- La Group continues to build our Asian- hospitality mark and manage, own & operate more properties in the culturally rich and rising countries in the world.
Activity Brief: How to win: Answer and locate the country where Shangri-La is! Say: Welcome to Asia! That’s our game for today and we will test how familiar are you in the location of each countries in Asia. Toplay: 1. Individual or in a team, all colleagues will take turns to answer and locate where the country is by pointing it using your finger in the globe (map). 2. Colleague to pick from the bowl with printed countries. (Moderator can also randomly give the country names instead) 3. Each colleagues is given 60-seconds to answer using the phone timer. 4. If the answer is not correct and the colleagues is unable to locate the country location, other colleagues can answer. Key Learning: • We know where Asia is, the roots of the Shangri-La Group. • We welcome everyone to the continent of Asia and to our hotels with rich history, wide variety of offerings, distinct heritage and multi-cultural diverse countries, all of these inspires us in everything that we do.
Play style: Hunt Activity
Duration: 5 -10 minutes
Setup: • Indoor • Team
Materials: 1. Mobile Phone (Timer) 2. List of countries where Shangri-La has a property – printed and folded.
1. Indonesia 2. Oman 3. Sri Lanka 4. Cambodia 5. Mongolia 6. Dubai 7. Singapore 8. Thailand 9. Taiwan 10. Mauritius 11. Japan
If face to face- 1. Map of Asia or Globe 2. Fishbowl or any container that the folder paper can be placed
If virtual- 1. To use a digital map, teams/ zoom pointer.
Blank Map
Facilitator’s Key Answer
Click here to download the map
Activity 2 – Guess the Shangri-La Hotel
Objective: To know how the Asian heritage is present in all our design and business.
Say: Toplay:
1. All colleagues will take turn as I show some photos from different Shangri-La around the world. 2. In teams or individuals, each colleagues must guess what Shangri-La hotel is this from the given country of choices. 3. If the answer is wrong, others can answer. 4. I'll give one example (Action: Show the photo). Any questions, then let's start. After the game, do ask: What makes these images unique? Take answers from the group. Tip: Open a conversation to explain further and go to the direction of focusing on the Asian details. Key Learning: • The Shangri-La Group has its own distinct Asian traits, we are proud of it, and we further develop it as our business competitive advantage. • Sophistication to details inspired by Asian heritage is present in every aspect of our business wherever we are in the world.
Play style: Guessing Game
Duration: 5-10 minutes Setup: • Indoor • Individual or Team
Materials: 1. Mobile Phone (Timer) 2. Photo listing of hotels and Answers: • Shangri-La Paris (France) • Shangri-La Toronto (Canada) • Shangri-La London (UK) • Shangri-La Sri-Lanka • Shangri-La Sydney (Australia) • Shangri-La Istanbul (Turkey)
If Digital- Computer or Laptop
If face to face- Printed in paper
Activity Brief
Howtowin: Guess what Shangri-La hotel is in the photo with only Asian elements as clues.
Say: Do all of you follow other Shangri-La properties social media accounts? You should be all familiar in how our hotels around the world look like. Do you know what makes Shangri-La standout from all our competitors? One component is our Asian heritage and for today’s game we will play “ Guess the Shangri-La Hotel ” .
Click here to download the PPT
Activity 3 – The Shangri-La Smile Pictionary
Objective: To be familiar on the trademark of Asian hospitality, our heartwarming smile.
Activity Brief: How to win: Most number of Pictionary correctly answer wins!
Play style: Pictionary
Say: Who loves to draw? Today, we’ll play the gameof “ The Shangri-La Smile” .
Duration: 5-10 minutes
Setup: • Indoor • Individual or Team
Toplay: 1. In teams or groups of two, a colleague will picka “hotel scenario” and draw it on the given medium, white board (or digital paint using zoom). 2. The other partner colleagues must guess what scenario it pertaining to within 60 seconds. 3. The answer should match the exact words in the list. All the adjectives or words used are basic like tall, circular, volleyball, necktie, ribbon, etc. 4. If incorrect, other colleagues can answer. Key Learning: • The Asian way of communication always start with a greeting and a smile. This gesture is a way of preserving the culture and the Asian heritage we have. • We use this as well in greeting our colleagues and guests for them to feel the respect we provide. Genuine smile as the basic hospitality greeting rooted in our Asian tradition.
Materials: 1. List of hotel scenarios - 10
If face to face- 1. Whiteboard or flipchat paper with a stand 2. Marker
If virtual- 1. Teams with paint/ Zoom with pen
List of Pictionary scenarios - 10
1.A colleague smiling and assisting a guest wearing a suit at the check-in with a wife and baby. 2.A lady guest smiling for the 3-layer surprise cake with flower set-up in her room. 3.A female chef colleague greeting a new colleague at the Shangri-La Academy room with a smile . 4.An Engineering colleague smiling holding a trophy for an award. 5.A businessman with a necktie was happy and showed a smile to the waiter who checks his salad food. 6.Toasting with a glass of wine, a married couple smiled as they enjoy their night at the restaurant. 7.Slicing a circular cake at the colleague’s restaurant, a housekeeping colleague smiling while singing. 8.Team building activity of Finance department with lots of smiles while playing a volleyball. 9.A young girl guest with a ribbon on her hair smiling and eating ice cream at the hotel restaurant. 10.Tall and muscular pool lifeguard wearing sunglasses smiling.
Activity 4 – Eats from the East!
Objective: To be familiar with the flavourful cuisine, drinks, dish and food from Asia.
Activity Brief: How to win: First to match all the cards correctly wins! Say: Who are the foodies in this group? If you are a foodie, the game today will be easy for you. We host people to the colourful joys of life, and one aspect is the colourful flavours of dishes we offer. On today’s game, we will play “ Eats from the East!” . Toplay: 1. I will be giving each teams or colleagues with assorted photos that matches one another. One (1) photo of the food and one (1) photo of the Shangri-La hotel with the name of the city or country. 2. I'll give an example. (Show: This dim sum photo is from Shangri-La Shenzen in China, so these are a match) 3. Your task is to match the dishes from Asia within 5-minutes. Once completed, facilitator to check the arrangement. 4. First to answer all correctly, wins. Let’s start. Key Learning: • The Shangri-La Group offers unique flavours of Asia that is adored by our guests in all our properties. The food we offer is only one element on how we host people to the colourful joys of life. • There’s a certain characteristics about Asian cuisine and it’s the various selection from different countries celebrating their spices, unique way of cooking and the stories behind it.
Play style: Matching Cards
Duration: 5- 10 minutes
Setup: • Indoor • Individual or Team
Materials: 1. Photo listing and Answers:
Sushi – Japan (Shangri-La Tokyo)
•
• Biryani – India (Shangri-La New Delhi) • Satay – Singapore (Shangri-La Singapore) • Adobo – Philippines (Edsa Shangri-La) • Nasi Goreng – Indonesia (Shangri-La Jakarta) • Tom Yum – Thailand (Shangri-La Bangkok) 2. Printed cards (Minimum of two (2) sets. Properties may print more depends on their headcount)
Click here to download the cards
Activity 5 – Transforming to Horizon 2
Objective: To help individuals understand the benefits of embracing change and how it can lead to new opportunities in our new horizon (Horizon 2)
Play style: Sharing by facilitator followed by activity
I want you to imagine this setting. You and your colleagues have always taken multiple walks in the park after work.
Duration: 20 minutes
Setup: • Indoor • Individual or Team Materials: (1) Powerpoint slides (2) Pieces of Paper (3) Pen
One day, one of your colleagues suggested that you all climb Mount Everest together.
If virtual: (4) Computer (Teams/ Zoom) | Use Virtual Whiteboard
Activity Brief: Follow the facilitator notes in this presentation.
What are the differences you need to take into consideration before you climb? • {Allow some time for individuals to share some of the differences.) • (Then click on the animations to reiterate the points on the slide.)
Welcome to our activity – Transforming to Horizon 2. We will explore the concepts of what Horizon 1 and Horizon 2 mean and what we can do to prepare ourselves. I hope you are ready and excited!
Activity 5 – Transforming to Horizon 2
To transform is to operate at the higher Horizon 2 (H2) level. It involves not only doing different things, but for most part of it, it is about doing the same things in different ways. The new perspective we can get from a bird’s eye view from the peak of a mountain is a good example.
How is the walk in the park and climbing Mount Everest related to Horizon1 and Horizon 2? • Horizon 1 can be likened to a walk in the park. • We settle in our comfort zone and do not realize our full potential. • Completing the walk in the park using less time may improve our stamina slightly but only up to a certain point.
Horizon 2 can be likened to climbing Mount Everest. We stretch ourselves, build our stamina significantly. We have a greater sense of achievement upon reaching the peak and enjoy new perspectives.
•
•
•
Let us now do an activity. Read the instructions of the slide. At the end, ask participants how they felt. Conclude by saying – It is normal to feel uncomfortable when we need to change and step up of our comfort zone. However, change is the only constant and if we do not embrace change, we are at risk of being irrelevant.
So why do we need to move to Horizon 2?
We need to remember everything we do must contribute to realization of our group vision – To be the best-loved hospitality group, pioneering new horizons and setting new benchmarks. While we can do the same things in the same way more efficiently, there will come a point when the law of diminishing returns sets in. This is akin to a limited view from your perspective in the park.
A key takeaway from this activity is that to move to Horizon 2, we need to build our MINDSET, SKILLSET and STAMINA, aligned by a common vision and purpose!
Let us move to Horizon 2 together!
OUR VISION To be the best-loved hospitality group, pioneering new horizons and setting new benchmarks.
Activities: 6. The Vision Artist 7. Hearts Cards
8. Cut it Out 9. Jumbled 10. Clear Vision
Shangri-La Academy
Best- loved
Hospitality Group
Activity 6 – The Vision Artist
Objective: To know what success looks like through Our Vision.
Say: Every Shangri-La colleague is an artist. We draw to our minds in serving our guests, planning for our colleagues or even starting a conversation.
Play style: Paper and pen drawing activity
Duration: 7 -10 minutes 3-mins drawing time 2-mins each for presentation 2-min debriefing
Today, we will put imagination into reality by doing “ The Vision Artist ” activity.
To facilitate: 1. In individuals or teams, I will be assigning one topic for each: Topic1: “To be the best loved hospitality group”
Setup: • Indoor • Individual or Team
Topic2: “Pioneering New Horizons” Topic3: “Setting new benchmarks” .
Materials:
2. In the given timeline of 3-minutes, colleagues must draw the assigned topic on the paper using the pen provided. If virtual, using the online paint. 3. Each of the colleague will be given coloured pens per group and must fuel the creativity to achieve the “Vision” . 4. Judging: Moderator to invite another Department Head to judge each output and he/ she will choose the winner. The selection is not just about the visual but also the symbolism, story and idea behind it. Tip: Colleagues can hang their final artworks in the office or bulletin board available for everyone to share. Key Learning : • What we aspire to be starts with all of us, working as a team. • Every Shangri-La Colleague contributes to the organisation in achieving “Our Vision” by sharing ideas about how we can become the best-loved hospitality group, pioneering new horizons and setting new benchmarks.
If face to face: (1) Colourful pens (2) A3 or flipchart Paper
If virtual: (3) Paint App in the computer
Activity Brief: How to win: The most creative art wins!
Activity 7 – Hearts Card
Objective: How can we become the best loved?
Toplay: 1. In teams or individual, this game needs a lot of colleagues’ focus through listening . 2. Facilitator to share “ The Heart Story ” and colleagues must remember the order of the Ace, Jack, Queen, King, Ace to the number 10. For example - One day in a Shangri-La Hotel, a guest named Mr. Jack Robinsons arrived at the hotel by 06:00pm.
Play style: The Art of Listening
Duration: 5- 10 minutes
Setup: • Indoor • Team
Materials: (1) Deck of playing cards – Ace to 10, Jack, Queen and King Activity Brief: How to win: Arrange the cards in specific order given, most accurate wins! Say: Do you remember a time wherein there’s a guest ordering a lot or a colleague saying a lot of things to you? For today, we will test everyone’s listening skills and we will be playing the “Hearts Cards ” game.
Here, the card Jack must be first in the order at the table followed by number 6 card.
3. Each of the colleagues or in teams, must arrange the cards based on the chronological order AFTER the story. Colleagues will be given 2-minutes to arrange.
4. Please take note that it’s NOT allowed to write down or record, its purely listening.
5. Once done, facilitator to read the story again while checking the answers.
Key Learning: • Our Vision relies not just only on the products we create for our guests, but also how we do our part, as simple as “ Listening ” to their requests. • The art of Listening is just one aspect that shows “thoughtfulness” to details of our guest for us to be the best-loved Hospitality Group.
The “Hearts” Story
On a sunny day at the Shangri-La hotel, Mr. John King who is a Polaris member arrived at the hotel by exactly, 0 4 :00 in the afternoon.
He was assisted at the priority lane by the Front Office team and checked how’s his flight. Mr. John said that his flight was delayed and should left London at 10 :00pm last night. After the successful check-in, the guest was assisted to his room at the 8 th floor where you can see the best view of the city. Upon entering the room, Mr. John open his phone and played the song of the “ Queen ” band which he dances to the music while checking the room amenities and found 6 amenities in the table – apple, banana, chocolates, wine, mini-cakes and another treat. He changed to his formal attire to meet a busines partner at the lounge located at the second floor for his dinner meeting. He arrived by 0 7 :00pm and was seated in table number 5 . “Nice chandelier andgood ambiance”, Mr. John said. His business partner, Mr. Jack Lim catch-up with him first before he presented the proposal and more topics to cover the meeting. Mr. Lim was impressed on how Mr. John facilitated the meeting and said that he prepared 3 options for Mr. Lim. Meeting was adjourned by 0 9 :00pm after a long talk and a good conversation.
Ending his busy day, Mr. John went up to the hotel bar, ordered for a wine and said to himself thathe “ aced ” the meeting.
Correct answer of the cards in chronological order: King, 4, 10, 8, Queen, 6, 2, 7, 5, Jack, 3, 9, Ace
Activity 8 – Cut it out
Objective: Build a new idea for Shangri-La!
Activity Brief: Howtowin: The most original idea wins!
Play style: Collage activity
Say: The word horizon derives from the Greek horizōn kyklos , "separating circle", where the verb means , "to divide", "to separate“ . In Shangri-La, we pioneer new horizons by suggesting ideas and working as one team to achieve our Vision.
Duration: 5-10 minutes
Setup: • Indoor • Individual or Team
Materials:
For today, we will do the “ Magazine Activity- Cut itOut! ” .
If face to face: 1. Used magazines 2. Scissors 3. Paper 4. Glue or tape If virtual: (1) Laptop or Tablet (2) Mobile Phones
Our goal is for you to build a new idea for the Shangri-La Group it can be a new line of business, it can be a new product, new service or a new innovation for the company. To facilitate: 1. For face to face, each of the colleagues will be given a blank paper. There are magazines, scissors and glue here that you can use. 2. For virtual session, all colleagues can use a blank PowerPoint deck and can paste visuals from google.
3. If using a magazines, cut it out and paste the items you saw in the given paper.
4. All colleagues are given 5-mins to complete the activity.
Key Learning: • To pioneer new horizon is to experiment and build ideas. • We encourage all our Shangri-La colleagues to fuel their creativity as we discover new line of business and growth of the company.
Activity 9 – Jumbled
Objective: To start with creative thinking!
Activity Brief: How to win: Highest score wins!
Play style: Guess the jumbled word
Say: To pave the way to our success in the coming years, Our Vision gives us the long-term goal of the Shangri-La Group and one of the ways is by “ Setting New Benchmarks ”.
Duration: 10 minutes
Setup: • Indoor • Individual or Team
For today’s activity, we’ll be playing the “ Jumbled ” Game.
Materials: (1) List of jumbled words and its questions.
To play: 1. In teams or individual, each colleague has 60-seconds to answer from the screen with jumbled words that talks about “Setting New Benchmarks”.
• Experimentation • Innovative • Progressive • Development • Research • Ideas • Investment • Creativity
2. All words pertains to “Our Vision” and all the meaning are from the Oxford dictionary.
3. Player/s must answer within 60-seconds.
(2) Mobile Phone (Timer)
4. I will share an example – this jumbled word: VIETYACRTI Can you guess what word is this? If no one guessed correctly, so I will tell the meaning. This word means the use of imagination or original ideas to create something; inventiveness. Answer - CREATIVITY
5. For any wrong answer, other colleagues can steal.
V I ETYACRTI
Key Learning: • Creative thinking and collective thoughts lead us to discovering and setting new benchmarks in the arena of fast-paced world. • We must always think outside of the box and even there’s no box at tall, from there we challenge ourselves to be better.
CREATIVITY
Word #1: MEEXNTIREP Question: A procedure undertaken to make a discovery, test a hypothesis, or demonstrate a known fact. Answer - EXPERIMENT Word #2: TIVANOONIN Question: A new method, idea, product, etc. that is crucial to the continuing success of any organization. Answer - INNOVATION
Word #6: SAIED Question: A thought, recommendation or suggestion as to a possible course of action. Answer - IDEAS
Word #7: NEMTEVINT Question: This means that a property or asset is bought, or that money is put into a bank to get a future interest from it. Answer - INVESTMENT
Word #3: SERROGPS Question: It means to develop towards an improved or more advanced condition. Answer - PROGRESS
Word #8: VOTSEBED Question: most popular or favoured. Answer - BESTLOVED
Word #4: POLNEMEVETD Question: The process or an event constituting a new stage in a changing situation. Answer - DEVELOPMENT Word #5: HACRRESE Question: The systematic investigation into and study of materials and sources in order to establish facts and reach new conclusions. Answer - RESEARCH
Word #9: KABHCHERMN Question: A standard or point of reference against which things may be compared. Answer - BENCHMARK
Click here to download the PPT
Note: Properties may translate the given listed words in their local language. Blank template of the artwork can be found in the link.
Activity 10 – Clear Vision
Objective: Communication leads us to a clear vision.
Activity Brief: How to win: The closest photo to the image wins! Say: It is important to be united. Our thoughts should be the same, our actions should be aligned all the time.
Play style: Blind Drawing
Duration: 10 minutes
Setup: • Indoor • Team
For today’s game, we will do “ Blind Drawing ” .
Toplay: 1. In pairs, blind drawing requires 2 colleagues to sit back-to-back. If it’s a team, one colleague is doing the drawing and others will take turns to speak and give clues. 2. One colleague or the team will be given a picture of an object or word. He or she will be the one to describe the drawing. 3. The other player doesn’t know what the drawing is. He or she will be the one to draw using the given paper and pen. 4. The other person draws the object based on the given verbal description and their own guesswork. 5. For example, The picture shows "a leader climbing up a stairs with arrow going up at the top." 6. The person with the picture must help her/his partner draw the picture without saying, "a leader climbing up a stairs with arrow going up at the top. “ Key Learning : • We can achieve our Group’s Vision by being clear through proper communication and alignment to our team members. • We must progressively promote our refreshed Shangri-La Culture to everyone and must lead by example to be the best-loved Hospitality Group.
Materials: (1) Pen
(2) Paper (3) Chairs (4) List of items to draw
“To be the best - loved hospitality group”
“Pioneering New Horizons”
“Best Hospitality Group”
“Setting new benchmarks”.
Click here to download the PPT
OUR PURPOSE We host people to the colorful joys of life in a sustainable manner.
Activities: 11. The Color Wheel 12. Put a finger down 13. Go Green 14. Happy Birthday 15. Read my Lips
Shangri-La Academy
joys
Colourful
of life
Activity 11 – The Color Wheel
Objective: Be familiar with the colourful joys of life.
Activity Brief: How to win: Highest score wins!
Play style: Choose a colour and answer
Say: We own, manage and operate properties in the Shangri-La Group. We deliver the world- class service to our guests by hosting them to the colourful joys of life.
Duration: 10 minutes
Setup: • Indoor • Individual or Team
For today, we will play “ The Color Wheel”.
To play: 1. Facilitator will show 3 pictures per round.
Materials: 1. Mobile Phone (Timer) 2. List of Moments or Joys of life
2. Each colleagues must guess what specific moments or joys of life is it pertaining to.
Choices are: • Birthday • Wedding • First day at work • New Baby • Work Anniversary • Graduation • Wedding Anniversary • Valentines Day
3. The facilitator to give an example. This colourful joys of life has toga, diploma and march. What moment is this? In 3,2,1… go! Answer is Graduation.
4. Colleagues to answer within 60-seconds.
5. Only one answer and one try per question.
5. Other colleagues can steal, if the answer is incorrect.
Key Learning: • Hosting people in the colourful joys of life is the main point why we exist, our Purpose. • We must know these different chapters to further curate and deliver the best service, products and the Shangri-La Experience.
Question #1: This colourful joys of life has flowers, couple rings and the aisle. Answer is: WEDDING
Question #6: This colourful joys of life has toga, diploma and march. Answer is: GRADUATION
Question #2: This colourful joys of life has colleague’s ID, orientation and hotel (property) tour. Answer is: FIRST DAY AT WORK
Question #7: This colourful joys of life has wine for couple, bouquet of flowers, and suite. Answer is: WEDDING ANNIVERSARY
Question #3: This colourful joys of life has cake, party hats and gifts. Answer is: BIRTHDAY
Question #8: This colourful joys of life has Hearts everywhere, cupid cut outs, red roses and chocolates Answer is: VALENTINES DAY Question #9: This colourful joys of life has drinks, countdown, and confetti. Answer is: NEW YEAR
Question #4: This colourful joys of life has crib, toy and milk. Answer is: NEW OR FIRST BABY Question #5: This colourful joys of life has Shangri-La Pin, loyalty certificate, and gifts Answer is: WORK ANNIVERSARY
Click here to download the PPT
Note: Properties may add occasions based from their local country celebrations or holidays e.g. Chinese New Year, Deepavali, and more.
Activity 12 – Put a Finger Down
Objective: Know the characteristics of a host.
Activity Brief: Howtowin: Highest score wins!
Play style: Five Finger Showdown
Say: At Shangri-La, we must be good host. For today, we will play “Put your finder down” .
Duration: 5- 10 minutes
Setup: • Indoor • Individual
Toplay: 1. All colleagues holds up their ten fingers.
2. The facilitator will say some narratives on “How to be a host” that they have done before .
Materials: (1) List of narratives to be a “Host”.
3. If you have NOT done it, you have to put your finger down.
4. The first person to put all ten fingers down loses.
5. The remaining colleagues will continue playing.
6. Once all the list has been said, those who remain with the most number of finger holding up, wins! 7. All colleagues should play with honesty and just being true to oneself. This is only a fun game. Key Learning: • Each of us in the Shangri-La Group is a good host. We start thinking how we become host in our own self, our own home and reflect to our work as we host people.
“How to be a host” that colleagues have done before .
For everyone else, if you have NOT done it, you put a finger down.
You put a finger down if you HAVE NOT …
1. Bought or made a gift for someone. A family, a friend, a colleague, etc.
2. Start a conversation with a stranger or a new acquaintance during a gathering at the office or family reunion.
3. Say “Hi” to a new colleague at the office or in a personal party.
4. Cook a delicious food or prepared a meal or give a piece of your food to someone.
5. Smiled to newly introduced friend or family member.
6. Say “thank you” to a person after receiving an item or a good action.
7. Made a cheers or shared a drink to another person.
8. Address or speak courteously to seniors by asking them for anything or if need some help.
9. First to introduce self in meeting new individuals.
10. Give up seat to an elderly, pregnant woman, physically disabled person, etc on a public transport.
Activity 13 – Go Green!
Objective: To reinforce what social responsibility is.
Toplay: 1. In teams or individual, all colleagues will be given 5-minutes to gather “Green items” . For example, a pen made of recycled paper or stapler without a metal staple or a reusable mug, and many more. 2. The goal is to place on the table as many items as possible to promote SUSTAINABILITY.
Play style: Go green game
Duration: 5- 10 minutes
Setup: • Indoor • Team
Materials: (1) Any items that is recycled, upcycled and/ or things that support sustainability things inside the office, restaurant or workstation. Activity Brief: Howtowin: Most number of unique “Green” itemswin! Say: In the world today, our customers are much interested into sustainability. Some guests prefer a hotel that offers reusable utensils or a hotel that supports a local community.
3. 1-point per approved GREEN and SUSTAINABLE item.
4. To add some thrill, no item duplication is allowed. If team A gets a green pen same as team B, then the item doesn’t count for a point. Note: Facilitator to open the discussion after the game gearing towards how the hotel or offices adapt to sustainability. Are we a good example in recycling, upcycling and more good ways to go green? What can we as individuals do in our daily life to play our part in going green?" E.g. Use of reusable mugs, reduce usage of disposable cups, mineral water bottles, plastic bags, straws etc. Key Learning: • In everything we do, we must always think and go GREEN in a sustainable manner even if it’s just a small way of recycling items or using a reusable mug which all Shangri-La colleagues can do & adapt daily. • Sustainability affects our work, our lives, and the community to support the next generation and respect to our environment.
For today, we will play “ Go Green!” .
In teams or individual, all colleagues will be given 5- minutes to gather “Green items”. For example, a pen made of recycled paper or stapler without a metal staple or a reusable mug, and many more.
The goal is to place on the table as many items as possible to promote SUSTAINABILITY.
1-point per approved GREEN and SUSTAINABLE item.
To add some thrill, no item duplication is allowed. If team A gets a green pen same as team B, then the item doesn’t count for a point.
Activity 14 – Happy Birthday!
Objective: To know and listen to the different Happy Birthday songs around the world.
For today’s game, we will play “Guess the Language – Happy Birthday!”
Play style: Guess that Birthday song!
Toplay: 1. Facilitator will play a birthday song. All songs are different languages 2. In teams or individuals, each colleagues will take turn and guess the birthday song from which country or language.
Duration: 5-10 minutes
Setup: • Indoor • Individual or Team
Materials: (1) List of Birthday songs around the world (2) Speaker / Laptop/ Phone
3. Here are the list of countries and guess where is it from.
4. If the answer is incorrect, other team or colleagues can answer.
Activity Brief:
Howtowin: Highest score wins!
Key Learning: • One of the colourful joys of life is “Birthday” . In our Shangri-La operations, some of our guests celebrate their birthdays with us; and also, who can miss the birthday cakes in the office for every colleagues’ special day. • We know the feeling of being “cared” and remembering the special moments of our life. This signifies how we become Shangri-La hosts to people, be it our guests or colleagues.
Say: Who celebrates their birthday today? Or upcoming?
Shangri-La is strategically located in different countries and continents. We host guests from diverse backgrounds that speak in different languages and one main reason they stay with us is to celebrate their Birthday.
Sometimes, we even greet our guests in their own native language.
List of Birthday Songs in different languages:
1. 2. 3. 4. 5. 6. 7. 8. 9.
English Chinese Tagalog Korean French
Myanmar Japanese
Spanish
Italian
Click here to download the songs
Note: Properties may add birthday songs based from their local country language.
Activity 15 – Read My Lips
Objective: Reinforce the meaning on how we become thoughtful to others
Activity Brief: Howtowin : Most correct answer wins!
Play style: Lip syncing
Say: We know what our guest wants or our colleagues by listening to them by their words or email in their booking. There’s a lot of ways to know the guest preferences and we should make efforts to remember them.
Duration: 10-15 minutes
Setup: • Indoor • Team
For today’s game, we play “ Read my Lips ” .
Materials: 1. Mobile Phone (Timer) 2. List of simple words/ narratives. • Live, Work, Eat, Play and Rest Well • A couple enjoying their wine • Shangri-La Experience • Chef cooking pasta • Wedding Anniversary • First time guests • Sunny day at the island • Sweet Birthday cake
Toplay: 1. All colleagues are divided into two per team or groups. 2. The first player will pick a narrative from the list. He or she must use his/ her lips to say the words by lip sync.
3. The partner colleague or team members must guess the right word or read the lips .
4. The narratives is composed of 5 or less words only. It should be answered within 60- seconds.
• Memorable Experience • Reusable fork and spoon • Asian Heritage
5. If the answer is incorrect, other players can answer.
Key Learning: • There will always be challenges along the way as we host people, but we need to understand guests preferences or our colleagues wants in any forms be it through verbal or body language. • Here we clearly demonstrate that to deliver the best service, we must first adhere to basic communication.
OUR BUSINESS Inspired by our Asian heritage, we enable people to live, work, play, eat, and rest well through the environments we create and the memorable experiences we deliver.
Activities: 16. Post it 17. The Price is Right 18. Origami 19. Spin the Bottle 20. Tag me!
Shangri-La Academy
live, work, play, eat, and rest well
Activity 16 – Post It
Objective: Reinforce the meaning of “Live” to support our Business.
Activity Brief: How to win: Match with memory – correct answer wins!
Play style: Memory Wall
Say: In our Business, we enable people to “Live” through the memorable experiences we deliver.
Duration: 10-15 minutes
Setup: • Indoor • Team
For today’s game, we will play “Post it” . It’s all about our memories.
Toplay: 1. All colleagues to be given post it notes and pens. All with the same colors. 2. Each will be given 3 minutes to think of a wonderful moment. On the first post it note, to write the words; and on the second post it note, to draw it in simple way. 3. These moments can be shared experiences with the guests, a project they worked on together with a colleague, or a learning experience. 4. Once done, the facilitator to get all the post it notes, mix altogether and placed on the wall. 5. The game starts when the facilitator choose the first player and must pick one post it note with a word and another one with a drawing. 6. Come forward, guess who wrote it down and share the memory with the rest of the group. Key Learning: • To live is to know the life shared experiences of all the people we encounter. • We value these moments that inspire us to deliver the Shangri-La Experience our promise to our guests.
Materials: (1) Pens (All same colors) (2) Square papers (All same colors)
Hotel Birthday Celebration
Activity 17 – The Price is Right
Objective: Reinforce the meaning of “Work” to support our Business.
Activity Brief: Howtowin: Highest score wins!
Say: Do you know how much is the cost of our suite? Are you familiar with the monthly or annual sales target of our team? To support the business, we must know our products. Each of the colleagues must have the knowledge of the basic products we offer.
Play style: The Price Is Right
Duration: 10 minutes
Setup: • Indoor • Individual or Team
Today, we will play “ The Price is Right ” .
Materials: (1) List of hotel items and corresponding prices. (2) Laptop or desktop with PPT (3) Mobile Phone (Timer)
Toplay: 1. In individual or teams, colleagues must guess the price of each of the item. 2. I’ll give an example; this photo is our hotel suite – What is the cost? To be shown in the screen: US$ 5XX.0X Answer: US$ 512.08
3. Each of the correct is worth 100$.
4. If the colleague guesses correctly, he or she gets the point.
Key Learning : • In our Business, we do our part in learning the prices on what we offer and sell. The best salesperson is us, the Shangri-La colleagues. • We promote products and services that we offer in our hotel to create colorful joys of like in the guest experience.
Click here to download the PPT Template
Note: Properties to update the PPT prior to the activity. Check the actual figures & offer amount from www.shangri-la.com
Activity 18 – Origami
Objective: To e mbrace change and learn new skill on how we create the environment for our guests, and the memorable experiences we deliver.
Activity Brief: Howtowin: Fastest to create wins!
Say: To “ Pioneer New Horizons ”, we must first reflect and celebrate the past to be able to innovate and be ready for the future. For today’s activity, let’s do something about the “ Asian Traditions ”, something “ delicate & beautiful ” . Let’s do “ Origami ” .
Play style: Origami Making
Duration: 10-15 minutes
Setup: • Outdoor • Individual or Team
• Who here have done an origami before? • If yes, do you still remember how to do it?
Materials: 1. Used newspapers or magazine or any available recycled paper. 2. Instruction list
Origami is the art of paper folding, which is often associated with Japanese culture from Asia. In modern usage, the word "origami" is used as an inclusive term for all folding practices, regardless of their culture of origin. Toplay: 1. All colleagues will be given a paper to do a simple “Origami” . 2. Facilitator to show how to fold the paper on step-by-step. 3. After the practice, give another set of papers to the colleagues. 4. Competition begins for fastest and most accurate origami will win. Key Learning: • We must adapt to the trends and learn new skills to further create memorable experiences or design the environment for our new hotels, offices or properties. • The art of making origami is from Japan which is in Asia. We are inspired by our Asian heritage in our actions, the way we think, the intricate products we create, and all the services we offer to our Business.
Click here to download the instructions
Note: Facilitators to practice the art of folding origami prior to the activity.
Activity 19 – Spin The Bottle
Objective: To challenge the mind of our colleagues, on the food or drinks that we offer.
Toplay:
1. All colleagues to seat next to each other forming a circle.
Play style: Answer and learn
2. The moderator will give a type of guests from the list.
Duration: 10 minutes
Setup: • Indoor • Team
3. The moderator to spin the bottle first. Then when the bottle stop spinning, whoever is in the direction where the bottle points its tip will answer first.
Materials: (1) Empty Wine Bottle (2) List of Guests
4. The questions will evolve around the guest experience in the restaurant with four (4) focus:
• Starter • Drinks • MainDish • Dessert
• Married Couple • Vegan Solo businessman • Mom with two kids • Social Media influencer • Solo guest with allergen on Eggs
4. The first colleague must answer what is the “Starter” based on the guest type. After answering, the colleague to spin the bottle for the recommendation next. 5. The second colleague must recommend the “Main” food to the type of guest followed by third colleague with “Main Dish” then “Dessert” . 6. Facilitator to check if all the answers are correct. Facilitator can also ask answers from other colleagues. Key Learning: • We love to eat and so do the Shangri-La guests. • Knowing the basic information on food and drinks connotes on how we support our “Business” through the food we curate and memorable experiences we deliver.
Activity Brief: Howtowin: Answer correctly until the end.
Say: To create moments of joy for guest that truly matter, we must know what some of the best recommendation for “ eats” .
Today we’ll be playing, “ Spin the bottle ” .
Activity 20 – Tag Me!
Objective: To review the offerings we have for “Rest Well”.
Toplay:
1. Colleagues to be group in pairs or a team of 3ormore.
Play style: Tag me
Duration: 10-15 minutes
2. The player #1 will stand in front facing behind the others.
Setup: • Indoor • Team
3. Facilitator will assign a word to the player #1 by putting a post it note at his or her back shoulder.
Materials: 1. Post it notes/ Markers 2. List of different Relaxation offerings or rest areas at Shangri-La:
4. Player #1 must guess the word in his/ her back. All the words evolve around “Rest” .
5. Player #2 or other team members if it’s a team, can only say either of the 3 words: “YES”, “NO” or “MAYBE” . 6. Player #1 to ask as many questions as possible to figure out what word is it. Example- is this a place? (Yes or No) If this is a place, do we have this in the hotel? (Yes or No)Until there’s a hint what the word is.
• Chi The Spa, Health Club • Pool Area, Beach
• Ginger Tea, Club Lounge • Presidential Suite, Sauna • Colleague Locker Rooms • Etc (other Spa products, Health club spaces) Activity Brief: How to win: Correctly guess the tag word wins! Say: Our Business strengthens our internal capabilities, while demonstrating our diversity in multiple lines of business and one aspect is “Rest” .
7. Each pair or team will be given 2-mins to guess and answer.
Key Learning: • We know our products and services on how guests or colleagues rest well. • In the Shangri-La Group, we have the award- winning Chi, The Spa making our guests relax through our curated offerings or let them use our facilities at the health club, be it the sauna, steam room and many more.
Today, we’ll do thegame “ Tagme! ” .
Ginger Tea
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