The Shangri-La Experience The Shangri- xperience
It’s In Our Nature
Objectives
o Understand What is Shangri-La Experience and Service Standards
o Learn our roles and responsibilities as colleagues & sectional heads
o Be able to train & coach Shangri-La Experience and Service Standards to new colleagues
o How to cascade Shangri-La Experience & Service Standards
WHAT IS SHANGRI-LA EXPERIENCE?
The Shangri-La Experience
Are collection of factors that are vitally important to the power and vitality of our Shangri-La Brand
WHY Shangri-La Experience?
2.Necessary Business Strategy
1. Guest Expectations
Challenges
Own knowledge about SLE
o
Identifying the Gaps
o
o Cascading the Training (Simplification of Process)
o Consistently driving the experience
Role Model ( We Commit)
o
Measuring to ensure it happens
o
Benefits
o Reflection of our Asian values & philosophy and improved
o The brand image
o Improve guest satisfaction
o Standardize products & services
o Reduces DR3
o Improve our Trust You scores
o Improve our LQA scores
2. Necessary Business Strategy
1. Behaviors and Factors that define us
This is Shangri-La
42 000 Rooms
And growing
If we wish to honor our
If we wish to meet Guest expectations
If we wish to succeed
Manifesto
in a competitive field
Road Map To Loyal Guests
o Unique
o Luxurious
o Brand-Differentiated
WHERE DOES IT FIT IN?
Manifesto Vision Values Universal Core Practices
Worldwide Shangri-La Brand Requirements
Introduction during hotel Orientation
(172 behaviors and actions)
(A few hundred specific actions and services)
These are experiences or behaviors
These are the factors that define us….
These are experiences or behaviors
These are the factors that define us….
The Shangri-La Experience
The Shangri-La Experience
Can we each achieve just a few things?
172 behaviors and actions
22 are repeated 150 behaviors and actions
20 are resort-only or child-only
130 behaviors and actions
48 are achieved by executive committee action
82 behaviors and actions across the entire hotel
The Shangri-La Experience
The Shangri-La Experience
Problem Resolution
o Answer the phone within 3 rings and do not place the guest on hold for more than 30 seconds. o If calls are placed on hold, ask permission before doing so, and thank the guest for waiting. o If a call is transferred, make a polite comment before you connect the guest. o If you know or can see the guest’s name, and you feel comfortable saying it, use their name once or twice during the conversation, especially when you end the conversation. o If a guest must wait for you, or if you are interrupted while serving a guest, try to make it less than one minute, and always apologize for any delay.
Problem Resolution
o Listen carefully to what the guest is saying, and try to understand completely what they need and when. o Show the guest that you are really concerned, apologize for any inconvenience, and tell them that you will help them solve the problem. o If you do not feel that you have the best answer or solution, ask a colleague for help or introduce the guest to a manager who can find the best solution. o If the guest’s situation requires that you follow up later, make sure you tell them when you will do so, and make sure that you do. o Engage with the guest by making eye contact and speaking in a friendly and calm voice, so they can hear you and better understand you.
Problem Resolution
o Give the guest your undivided attention at all times.
o Make sure you are always alert and facing the guests, even when you are standing still, and when you move, walk with confidence, never running or seeming confused. o If the guests include elders or children, make a special effort to speak to them respectfully, and for example, by bending down to make eye contact with children. o Make your final comments to the guest warm and friendly, and express genuine thanks for their visit.
BITE Experiences
o Our greeters will be attentively positioned at the entry, greeting guests immediately, not from behind podiums or counters. o We will seat guests thoughtfully for maximum comfort and privacy, and offer a choice of seats unless impossible; we will remain at the table until all guests are comfortably seated. o We will speak with guests calmly and discreetly, not interrupting conversations or asking obvious questions; and conversations amongst colleagues will be quiet and minimal. o During breakfast, we will be especially sensitive to the guest’s demeanor, reacting either with quiet remarks or engaging conversation.
BITE Experiences
o Our service will be attentively and seamlessly paced so that the guest never experiences noticeable delays or must signal for service. o While guests are at our buffet, our dedicated guides will proactively greet guests, expedite traffic, and describe the dishes highlighting local specialties and house specialties. o We will knowledgably and enthusiastically describe our foods and drinks, with special pride in regional specialties and signature dishes; reasonable special requests will be graciously accommodated. o Whenever a guest has accepted our recommendation, the colleague giving there commendation will show sincere interest and return to ask how they enjoyed it.
BITE Experiences
o During breakfast, we will visit each table to serve warm bakery items from an attractive basket, whilst explaining the different breads. o We will present our checks in distinctive folders/trays that are Asian or locally inspired, not a typical folder; when guests are reviewing the check, we will step away to allow privacy.
o If the guest has a breakfast-inclusive package, we will not present a check or require a signature from them.
o When children and elders are present, we will give them special recognition, for example by ensuring that we pause, speak clearly to them individually to establish a rapport, where possible at child’s eye level.
BITE Experiences
o In resorts or when many children will be present, our buffets will feature some selections especially for children, at lower height, with a colorful and entertaining presentation. o Children’s dining utensils, crockery and furnishings such as high chairs will be creative and of excellent quality, in keeping with the restaurant’s other appointments. o Our manager will visit each guest’s table to enquire if anything further could be done to enhance their experience.
o During peak breakfast hours, a member of the Management will be present, mingling with guests.
Restaurants
Restaurants
o Our greeters will be attentively positioned at the entry, greeting guests immediately, not from behind podiums or counters. o We will seat guests thoughtfully for maximum comfort and privacy, and offer a choice of seats unless impossible; we will remain at the table until all guests are comfortably seated. o We will speak with guests calmly and discreetly, not interrupting conversations or asking obvious questions; and conversations amongst colleagues will be quiet and minimal. o Our service will be attentively and seamlessly paced so that the guest never experiences noticeable delays or must signal for service.
Restaurants
o We will knowledgably and enthusiastically describe our foods and drinks, with special pride in regional specialties and signature dishes; reasonable special requests will be graciously accommodated o Whenever a guest has accepted our recommendation, the colleague giving the recommendation will show sincere interest and return to ask how they enjoyed it o When wine assistance is requested, we will engage by asking multiple questions to determine guest preferences, make appropriate recommendations accordingly at different price points with helpful descriptions o While guests are at our buffet, our dedicated guides will proactively greet guests, expedite traffic, and describe the dishes highlighting local specialties and house specialties
Restaurants
o We will present our checks in distinctive folders/trays that are Asian or locally inspired, not a typical folder; when guests are reviewing the check, we will step away to allow privacy. o In upscale and Chinese restaurants, we will escort departing guests through the restaurant’s doors, offering gracious words of appreciation and where appropriate, the local gesture. o When children and elders are present, we will give them special recognition, for example by ensuring that we pause, speak clearly to them individually to establish a rapport, where possible at child’s eye level. o In resorts or when many children will be present, our buffets will feature some selections especially for children, at lower height, with a colorful and entertaining presentation.
Restaurants
Manager Duties for a Comfortable Environment (Before every meal period and frequently when guests are present) :
o Look at each employee’s uniform to make sure there isn’t a stain and that they look crisp and professional
o Make sure the temperature is comfortable – based on your own impression, the temperature setting and the behavior of the guests (are they bundling up in sweaters?) Makes sure the music is at the right volume and the sound quality is good o If the restaurant features windows and views, makes sure the windows are clean and that the shades are adjusted properly for the time of day
o Walk through all the tables and make sure everything on the tabletop is immaculately clean and in good condition
Restaurants
o Make sure all the floors are clean and free of debris
o Look around the walls and ceiling to make sure there are no burned out light bulbs or damage or stain
o If the restaurant features flowers or other décor items, make sure they are clean and healthy looking
o Make sure the workstations are well organized and very clean, especially if a guest can see any part of it tidy – cleared of dirty dishes, extra supplies and absolutely no trash or dirty linens o Look at the buffet presentations and make sure the tables and displays are clean, and that there are plenty of plates and serving utensils o Visit or speak to every guest at some point during their meal, either by visiting their table or by greeting them near the buffet – not just during arrival and departure
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