eNewsletter: April - July 2023

SLMH and SLMU Newsletter April—July 2023

#FindYourShangriLaMuscat

#CONTENT

Section 1 : AGM ’ s Message / Get to know your Leaders / RM Promotions

Section 2: eLearning Section / Workshops & Orientation

Section 3: Latest Updates / What ’ s New / Recognition

Section 4: Hotel Activities / Colleagues Party / HORECA Competition

Section 5: CSR

Section 6: Guest Experience Performance / Trip Advisor

#AGM ’ sMessage

#GettingtoKnowOurLeaders

Select one of the five characters from the Brand Film that resonates with you the most and why? Peony symbolizes Loyalty and Travel and seeking own per- sonal paradise Being 30 years in the Company has opened the opportunities of Travelling and seeing the different Shangri - La ’ s all over. From the Major and minor cities of China (Shanghai, Beijing, Suzhou, Shenzhen, Guangzhou, Guilin ) across Asia & the Middle East (Hong Kong/Malaysia, Indonesia, Singapore, Thailand, Philippines), Ulaanbaatar (Mongolia), Maldives, Sri Lanka, Istanbul ,Dubai, Abu Dhabi, Oman and Jeddah. With 4 pre - opening experiences, 8 Task force assignments and 8 properties stationed . I have found my own personal paradise with Shangri - La.

Gina Siojo

How do you handle negative feedback?

Director of Customer Sales

Mindset. how you react to these feedback would depend on the impact of how you look at issues. Accept feed- back with an open mind and how you can turn things around positively. Taking each comment like a grain of salt, looking beyond the negativity and accepting faults. Learning from mistakes and evaluating performance where proper decisions and actions should be directed.

What is the biggest lesson in your life that you would like to share? Life is short, spend more time with family. We often focus all our efforts and time at work, not realizing at the end of the day we have our family who will be there for us no matter what. By the time we realize we didn ’ t spend as much time, they will be gone. Never stop learning, keep growing and evolving to succeed.

#PicturePerfectMemories

Damon Wright

EAM Food & Beverage

Select one of the five characters from the Brand Film that resonates with you the most and why? Obviously being in F&B I will pick the hummingbird, F&B is part of my daily life I enjoy the challenges It brings joy and how you can use it to really enhance the guest experience

What are your hobbies outside of work? Travelling to new places and seeing the culture and sights. Going to try new restaurants and bars and trying new types of food.

What is the biggest lesson in your life that you would like to share?

The 5 Ps : Proper Preparation Prevents Poor Performance

#Findyourshangrila #Family #Fun #Comfortable #Somethingforeveryone

This is my daughter after a hard day playing in the pool and the beach

#PROMOTIONS

We would like to announce the promotion of Mr. Mohamed Macki from Chief of External Affairs to Resident Manager in charge of the day to day operation in Al Waha. Mohamed Macki has been with Shangri - la since 2005 and has held various positions over the years including Director of Engineering. He has successfully completed Shangri - la ’ s 2 - year OLP (Operations Leaders Program) specifically designed for Resident Managers in preparation for this role. Join us in congratulating Mohamed Macki and extending your full support. Can ’ t wait to see how he takes Al Waha to the next level!

#PROMOTIONS

We would like to announce the promotion Jegatheesan Velamuthu from EAM Rooms to Resident Manager in charge of the day to day operation of Al Bandar.. Jega has been with Shangri - La group since 2008 and started his career in Shangri - La as a Front Office Duty Manager and worked his way up to Director of Rooms . He then joined us in 2021 as an Executive Assistant Manager—Rooms. He too successfully completed Shangri - La ’ s 2 - year OLP program and has displayed exemplary professionalism. Join us in congratulating Jega as well and extending your full support. We are excited to see how he will steer Al Bandar and take it to new heights!

#eLearningSection

With the launch of “ Find Your Shangri - La ”, we are excited to share the Shangri - La Brand Film course. This course will take you deeper into the scenes of the film and what they mean to us as Shangri - La colleagues in an interactive, reflective, and gamified style allowing us to understand how we can continue to obsess over customer experience inspired by the whimsical characters of the brand film.

Shangri - la ESG—Module 1

This is the first Module in Shangri - La ESG Learning Series that will introduce you to ESG. In this course, you will learn the importance and application of our Shangri - La ESG Framework, becomimg familiar with existing tools to implement our ESG strategy and the leadership targets in driving our ESG framework

NEW SALES COURSE: Shangri - La Business Travel Program | Module 1: Introduction

NEW LEGAL COURSE: Internal personal Data Protection Self– Assessment Questionnaire Guide

NEW LEGAL LEARNING CURRICULUM: Data Champion Learning Curriculum

#eLearningSection

Shangri - La F&B AFBI Record Form Completion Tutorial Guide

This Module is developed for the Hygiene Managers, Hygiene Specialists, SFS team members, Frontline colleagues and F&B service colleagues to learn how to fill in the Shangri - La F&B AFBI Report Form in a standardized manner.

Guestpedia: Food & Beverage Module

“ Guestpedia ” is a platform that centralizes information about guest preferences by gathering data from historical transactions, observations from colleagues, and online information. It also provides suggestions to obsess over customer experience and capture our customers ’ mindshare , time share and wallet share.

#TOPLEARNERS

RANK# 1

Thoidingjam Jasmin Devi F&B—Room Service 65 courses completed

RANK# 2

RANK# 3

Ratan Kumar Singh Housekeeping 64 courses completed

Asala l Hassani Front Office—Guest Service Center

#LearningSpecialist

We had around 50 Departmental Trainer ’ s participate in the ongoing Learning Specialist Programs with the exciting online courses and face to face trainings conducted by the Learning & Development Team.

#InnovationWorkshop

An Innovation Workshop was conducted in June for our Senior management Team by the L&D and innovation Champion: Anne. The workshop was very engaging and allowed the team to step out of operation and see things from a different perspective. They were divided into teams and had to come up with innovative ideas that can be implemented in the Hotel. Many wonderful and creative ideas were presented and the top three were selected to be shared with the Region and find ways to implement it.

#ImaginationturnstoInnovation

#ShangriLaOrientation

As we approached the summer season, we welcomed on board our new Shangri - La Family members and took them through our three day Orientation which was full of interactive activities that allowed them to get to know more about the company and the brand. They also enjoyed a day tour in Muscat and lunch with our Management team. #ShangrilaNewJoiners

#HACCCPTraining

Our Culinary and F&B service team joined the HACCP Training (Hazard Analysis Critical Control Point) conducted by our Hygiene Manager - Rizalie Rafaeles.

Excellent ratings for Chef Thomas & Chef Tiwari from Culinary as well as

Harikarthik and Kyaw from F&B Service.

#SupportFoodHygieneSafety

#HACCCPTraining

#BrandFilmLaunch

The Brand Film launch was very successful. It took place over a whole week where every department was in charge of one character and every day represented a different character. The departments got creative in how they showcase and spread awareness. We also held a launch in our colleagues accommodation to engage our colleagues and inspire them to #findtheirshangri - la We also launched an internal activation where the departments worked on creating a video for each character that represents their own expression and version of it.

#BrandFilmLaunch

#MomentsofJoy

Hi! My Name is Daisy from Housekeeping. I want to share with you this story.

Dr. Fajer Al Mutawa had booked Al Bandar Hotel from April 21st to April 28th with her husband and her son. She was so impressed and delighted with her experience provided by our colleague Daisy – Housekeeping Manager so she extended her stay to May 1st. Daisy prepared their room with every detail. It was perfect and fulfilled in a timely manner as the guest mentioned. Dr. Fajer had certain requests and Daisy managed to prepare the room every night in such a way that they felt that they were at home. She went above and beyond to help them outside her housekeeping tasks especially that the guest is very delicate. Daisy was in contact with the guest via WhatsApp and managed to solve several issues that were recorded in GReAt on her own. Daisy was able to handle the situation without Management interference and exceed the expectations leaving the guest with a feeling of warmth and loyalty to come back. #ObssessOverCustomerExperience

#InternshipProgram

We bid FAREWELL with appreciation to our last batch of students from Nepal, India and Indonesia. We are so happy and proud to see how they have grown in their chosen fields.

#Habibi ’ sBirthday

Noone loves celebrating more than HABIBI

#ColleaguesParty

After 3 years, we finally held our annual colleagues party. The theme was Bollywood and as always in Muscat we never fail to go above and beyond in our competitions, dances, costumes and more.

Check out the video below to get a glimpse of how it went.

#HORECACompetition

Horeca was held for the second time in Oman. 30 of our colleagues participated in various competitions like Bed Making, Mocktails, Culinary Competitions and more. We left with 6 Gold Awards, 4 Silver Awards and 11 Bronze with the highest number of total awards won among all the other Hotels.

#WorldOceanDay

#WorldWellnessDay

FOCUS ON YOUR HEALTH. THE ONLY PERSON WHO WILL TAKE CARE OF YOU IS YOU!

#WorldWellnessDay

#GuestEngagementProgram

Likelihood to recommend

Overall Staying Experience

Target: 9.29

Target: 94%

Score: 9.14

Score: 93.34%

Problem Free

Problem Handling

Target: 73%

Target: 73.89%

Score: 75.48%

Score: 67.18%

Service Attentiveness

Fulfillment of Preference

Target: 89%

Target: 86%

Score: 92.67%

Score: 86.08%

Overall Staying Experience

Service Attentiveness

Likelihood to recommend

Target: 88.02%

Target: 89%

Target: 8.76

Score: 89.15%

Score: 87.86%

Score: 8.77

Problem Free

Problem Handling

Fulfillment of Preference

Target: 73%

Target: 63%

Target: 86%

Score: 75.07%

Score: 65.40%

Score: 82.69%

Overall Staying Experience

Service Attentiveness

Likelihood to recommend

Target: 86.91%

Target: 89%

Target: 8.62

Score: 85.18%

Score: 84.38%

Score: 8.53

Problem Free

Problem Handling

Fulfillment of Preference

Target: 73%

Target: 63.04%

Target: 86%

Score: 71.78%

Score: 60.39%

Score: 83.29%

#TRIPADVISORWALLOFFAME

#FINDYOURSHANGRILA

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