SLTO Leaders Huddle
December
GM Opening Remarks
Financial Performance
Financial Results November 2021
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Forecast
Competitive Performance – Weekly STR
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2019 Shangri-La Group. All Rights Reserved.
Competitive Performance – Running 28 Days
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2019 Shangri-La Group. All Rights Reserved.
Forecast Outlook - December
Week between Christmas and NYE 60% - 85% occupancy
NYE Forecast 84%
•
•
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2019 Shangri-La Group. All Rights Reserved.
Forecast Outlook - December
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2019 Shangri-La Group. All Rights Reserved.
Food and Beverage
Food & Beverage Happenings…
• Festive Offers 1. Christmas Eve 3 course dinner-$98 2. Christmas Day Brunch- A La Carte 3. Christmas Turkey To-Go (To Residents) 4. NYE Lobby Disco Party-$200pp • Welcome Loren Potts joining us as Outlets F&B Manager • Congratulations to Chef Mike on his promotion to Sous Chef • Congratulations to Jan Dave on his promotion to Service Leader-Stewarding
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Rooms
Welcome to Freedom Pay
• Currently scheduled to go live Monday, December 20 th , 2021 at 8am.
• Oracle Payment Interface
• Tokenization of card data for additional security which significantly reduces the scope of PCI security concerns.
• All card numbers will be masked in Opera
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2019 Shangri-La Group. All Rights Reserved.
Shangri-La Circle and Polaris Launch
Polaris creates a program for Shangri-La to formally recognize our most loyal group of members “By invitation only”
Polaris Launch: Dec 1, 2021 Actual membership activation: Jan 1, 2022
Rooms Benefits Highlights: ✓ Check in anytime
✓ Access facilities (Health Club, Pool, Business Center) even without a stay
✓ Nominate a family member to be a Diamond member for a year
✓ Personal Ambassador- dedicated hotline for members to call for hotel reservations or other venues bookings around the city
✓ 4 hours complimentary car service for city trips during stay (6 times per membership year)
Mr. & Mrs. Treliving, Polaris members
✓
AND MORE!
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Housekeeping
Housekeeping
• Achieved VI-APP UV light inspections by +10% in November
• Focusing on new normal cleaning standards
Diversey Training next month!
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Security & Engineering
Engineering Update
Guest room washroom TV’s will be replaced with plain mirror
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Cleaning of fireplace glass
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• Replace leaking/crack drainpipe from the pool. Work area : Banquet/Momo kitchen
• AHU 28 air handling unit that caused unpleasant smell is still under repair
• Lobby Lounge side station door repair will happen tonight starting at 11:00pm
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2019 Shangri-La Group. All Rights Reserved.
Security Update: See Something, Say Something
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Guest Experience, Learning
High Impact Sentiments: November
16.20%
TrustYou positive reviews slightly decreased to 83.8% (-2% vs. last month)
Positive high impact sentiments included: Service, friendly staff and Wellness experiences at Health Club
83.80%
Low trending sentiments included : coffee machine maintenance, shower maintenance and bathroom cleanliness
Positive
Negative
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Hotel Stay Experience Key Drivers
OVERALL STAY EXPERIENCE (TOP BOX)
Overall stay experience Top Box score decreased in Nov to 63.8% (-4.4% vs. last month) mainly due to declined Rooms working order scores (-5.4% vs. last month)
Vs YE target -5.5%
-4.4% MOM 63.8%
YTD 69.5%
Breakfast scores increased to 86.7% (+2.1% vs. last month)
MEIA KEY DRIVER PERFORMANCE
100.0%
NOVEMBER 92.9 88.9
90.0%
91.7
80.0%
DEPARTURE
OUR PEOPLE
ARRIVAL
70.0%
+0.02% VS Previous Month
+0.01% VS Previous Month
-1.2% VS Previous Month
60.0%
50.0%
89.2
86.7
93.7
40.0%
ROOMS WORKING ORDER
BREAKFAST
ROOM CLEANLINESS
30.0%
+2.1% VS Previous Month
-5.4% VS Previous Month
-1.9% VS Previous Month
Sep-21
Oct-21
Nov-21
OSE Top Box
Family Segment
Target
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Problem Handling Scores (Post Stay Survey)
Guests’ satisfaction with problem handling increased in Nov to 54.1% (+2.1 vs. last month) % of guest with problems increased from 21.1% to 24.2% .
55.3% Average problem handling score for families YTD
58.4% Average problem handling score YTD
24% of guests experienced a problem
54.1% Average problem handling score
+2.1% vs Previous Month
+2.9% vs Previous Month
-7.2% vs target
-10.3% vs target
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Comp set Index Scores : Online Reviews
COMP INDEX SCORE Online Reviews 0.96
CompIndex score 0.99, no change in score vs. last month. F&B sentiment saw a strong performance online with a 1.09 comp index score in Nov
VS YE TARGET -4.0%
0.99 0% MOM
YTD
LEADING AND LAGGING INDICATORS
Online performance compared to the comp set by sentiment
0.95
1.09
F&B
Service
LEADING
0.69
0.63
Room Maintenance
LAGGING
Cleanliness
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Trip Advisor Performance
UNDERSTAND TRIP ADVISOR ALGORITHM Three Ranking Factors
SLTO is #9 on Trip Advisor Travelers Ranked Hotels in Toronto, falling 5 spots behind (from #4) compared to pre-pandemic Jan 2020. Our hotel target is to achieve #5 by 2022 Q2.
Quality of Reviews
Quantity of Reviews
Age of Reviews
TOP 5 TRAVELLERS RANKED HOTELS IN TORONTO
HOTEL
RANKING
Hazleton
#1
Bisha
#2
Drake
#3
Four Seasons
#4
Le Germaine
#5
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Golden Circle Transformation to Shangri-La Circle
All colleagues to complete by January 31 st 2022
Introduction to Shangri-La Circle
Introduction to Polaris
7 Polaris Functional courses for Rooms and F&B colleagues to learn about their role in delivering these experiences to our most valued guests
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Sales and Events
Sales & Events
Key Sales highlights •
Key Updates on Team Structure • Jack & Daniela resignations. 2 Vac Positions • Responsibilities: Maisie (Groups & Corporate) & Rohit (Entertainment & Lux Leisure) • Maisie’s transition to corporate sales • Timone Cooper started with us
$128,000 worth of Luxury
• $125,000 worth of Film & Production • $101,000 worth of Groups Business • $196,000 worth of corporate business • $176,000 events business
Banquets Forecast
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2019 Shangri-La Group. All Rights Reserved.
Marketing
Marketing
• NBOC • Clicquot in the Snow • NYE w/Hennessy – Disco • Bucket list regional campaign (Jan)
• Lunar New Year • Valentine’s Day
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2019 Shangri-La Group. All Rights Reserved.
Human Resources
Human Resources
Recruitment
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Payroll
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Toy Drive – Sick Kids
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