EMPATHY INTERVIEWS

FINDINGS

GENERAL MANAGERS

Ask them the following three questions: 1. What are the L&D priorities / needs in your hotel in 2019?

Team Building workshop, Back to basic trainings Financial acumen for Business Leaders, Basics of Digital Marketing, colleagues in guest -contact areas needs to be more engaging while serving our guests as now they are more on task oriented. As for Omani colleagues, as they are not very familiar with the hotel operation, they require intensive skill training on the job. "*Succession Planning for L1-2 and some high potential L4-5: Company should introduce a formal Succession Planning including a segment that states their L&D needs for their career development. Harvard Managementor can also be included in their L&D development program. We need to link L&D to Succession Planning in order to help our colleagues to grow and be a great asset in the Company and achieve their aspirations.*L&D Awareness: Available trainings can be displayed in staff corridors as a visual aid." Basic skills related training / Product knowledge / Simulations based on customer complaints Development of high potential colleagues and re-fresh the sales learning programs for our sales team to improve effectiveness "Back to Basics for Colleagues:-Grooming, Body Language, Choice of Words, E-Mail Etiquette, Presentation Skills" Back to basics, culture drive, English language, service sequence (butler style), ownership and art of listening. Basics for service and recovery "1) Initiatives to be taken by Senior Executives and Senior Service Managers to drive change2) Effective guest interactions by Service Leaders and Service Associates 3) Leveraging the guest engagement actions" Local Colleagues Development More focus on Chinese Cultural needs and the momentum that we need to maintain in relation to Forbes service - whilst also looking at IDP's for all colleagues. "1. Ensuring the Guest Engagement is the top priority for all L3 - L5 colleagues.2. Ownership of individual areas and more accountability for results"

GENERAL MANAGERS

Ask them the following three questions: 2. What L&D programs do you suggest the hotel needs in 2019 and why?

Program to understand millennials. As many of the leaders in the hotel are Gen X,understanding our millennial colleagues is vital to create the synergy among the team. Understanding P&L, Revamp of Generic Programs, Golden Circle / SLA app Overview to be included in NCO Guest engagement for colleagues in guest -contact areas, some specific skills training for Omani colleagues "Recruitment Training for our Managers to be effective in interview process. The reason is to teach our managers how to select the right people for the right role." "Immersion program at the hotel level / Basic Finance for Non Finance professionals / System related trainings" Sales, Leadership, cross-exposure Drive Interpersonal and Interpersonal Skills for Leaders to drive colleagues with empathy to achieve organisation's goals. Service sequence drive with actual demonstration to enhance the product. Customer and Service Excellence "1) Time management which leads to productivity (Senior Executives and Senior Service Managers). Learning the skills of managing time in order to be more efficient.2) Creating upselling opportunities to boost company revenue" Social Media importance and awareness sessions Chinese cultural needs and perhaps speakers due to the demographic of customer segment we are attracting from Asia, along with Forbes service training in order to capture the North American segment and market of guest. "1. Revenue Optimisation & Cost control - It is necessary that all Managers think about their unit as a business entity.2. Digital tools and their utilisation - We need to stay relevant and this is also an important time saving measure."

GENERAL MANAGERS

Ask them the following three questions: 3. What L&D programs would you like to see in the Regional Catalogue facilitated by the Reg. Dir of L&D from SLIM Dubai?

Team building workshop was very good this year, We can continue to do the same next year. Only feedback is that after the workshop the follow up is lacking. This can be improved to make it effective. Change Management, Tactile Planning, Trends in Hospitality,

Personality Development & Social Etiquette and Public Speaking Workshop Team Bonding Workshop for L3 and high potential L4. Team Dynamics for L1-2. Facilitation related to Digitization Advanced strategic leadership program for senior managers Leadership programs for L1 - 3 Emotional Intelligence for Leaders Brand immersion for GM Our Brand 1) Service Culture based on the Shangri-La brand characteristics 2) Refresher on the Shangri-La brand immersion 3) Project Efficiency Reinforce Core Values, Leadership, Social Media

High level leadership program for Excom around working together and team building. Also some further developmental program for level two around managing people and managing business and people through change. 1. Leadership Empowerment 2. Emotional Intelligence

DIRECTORS OF HUMAN RESOURCES

Ask them the following three questions: 1. What are the L&D priorities / needs in your hotel in 2019?

On the job Training for Operation departments. 1. Specific programs for departmental trainers 2. Quality and Weekly improvement 3. Wine / Food & Tea Coffee (Product knowledge trainings) Coaching & Mentoring

Leadership & management skills are missing as well as some specific functional skills/knowledge for managers Leadership Languages Learning Etiquette

*All compliance trainings need to be online such as Code of Conduct, Sexual Harassment, FLS and SFSMS. Colleagues should be able to add their e-signature on digital platform. *Management Team needs to understand and adopt the importance of L&D strategy in the company for personal growth and business success. They need to be alert

for the changes and cooperate for the upcoming projects. Core Learning Programs / ELP Master Trainer Program

Basics for Service Excellence; Importance of Trust You; Customer Recovery Soft skills training, Technical training, Revenue training, Empowerment Focus on Functional Skills for L5 Colleagues. Design videos and manuals to standardize the learning methodologies. Back to Basics, culture drive, re-inforcement of departmental trainers 1) Fostering positivity whilst consistently embracing the Shangri-La core values 2) Customer Service Excellence at all levels 3) Enhancing the team building for L1-L3 and L4-L5 colleagues Focus on skill programs

DIRECTORS OF HUMAN RESOURCES

Ask them the following three questions: 2. What L&D programs do you suggest the hotel needs in 2019 and why?

"1. Programs to develop potential L4 colleagues to L3. 2. Skill / Competency development Programs." "1. Guest Engagement / Motivational Training Programs for front line colleagues (Eg: Moment of Truth) - This is crucial if we want to make the leap from becoming good to great.2. Utilizing digital engagement as a tool to enhance productivity - This is for all our L3 and L2 colleagues in order to effectively manage their time and simplify processes by the use of technology.3. Finance for non-finance Managers - This is to ensure that every colleague has a deeper understanding of our business." Trends in Hospitality Specific functional skills for managers: F&B Management, HR or Finance etc. "Leadership competencies of managers to retain and develop our talents. Language trainings to be able to properly greet our foreign clients. Etiquette and luxury attitude to align our colleagues' verbal and non verbal communication with the expectations of our guests when they stay in a luxury hotel." "*Financial Training for managers working in non-financial departments. They need to have knowledge on our financial results, enhance on preparing their budgte properly as well as knowing how to ""read"" the numbers.*Trainings on how to approach and understand the new generation on workplace.*Mentoring & Coaching Sessions: Mentoring sessions are monthly-basis feedback sessions for high potential colleagues who will need support from a leader (from another Department) to achieve their development plans. Chosen mentors should be certified by an outside company before the mentoring sessions to have the necessary competency. Mentors can also be from another S-La Hotels. For example; GM at SLDH can be a mentor for DOHR at SLIB..*People of Potential Program: High potential colleagues of L2-5 is considered by EXCOM Commitee to be included in the program. KPIs and timeline is set for the selected colleagues to achieve their goals for the next step. Development plans will include task force overseas as well as outside trainings. Every end of month, colleagues' status will be evaluated to see the progress. Position will be given after successfully completing the timeline and assigned goals. " Program which will enhance team dynamics In detailed Trust You training - for department heads to understand the importance of not having complaints, having more personalized service self learning portals. tailor made training for high potentials, intensive job rotations, international cross exposure "Communication and Presentation Skills. Cross Exposure Training" Digitalized compliance training for better accessibility "1) Customer Service attitudes & behaviors with the aim to enhance customer service excellence2) First Time Managers Program - to incorporate strategic thinking, managerial skills and building an innovative approach to the newly promoted L3 colleagues3) Team building Program - to uplift our Shangri-La culture whilst regular practicing the core values4) Cross training to sister properties in Shangri-La, in view of inculcating the Shangri-La Experience and Shangri-La culture among all colleagues" Soft skills for L5 colleagues

DIRECTORS OF HUMAN RESOURCES

Ask them the following three questions: 3. What L&D programs would you like to see in the Regional Catalogue facilitated by the Reg. Dir of L&D from SLIM Dubai?

Cultural awareness program to understand the Middle east / Arabic culture which will benefit our colleagues to serve our local and Arabic guests, keeping in mind of the cultural aspect. "1. A few of the programs from the Regional Learning Director viz. (7 habits, Emotional Intelligence)" Evolution of affordable Luxury , Mentoring for Level 1 & Level 2, Team bonding Strategic Thinking and Business Planning as well as the follow up session of Team Bonding Emerging leader program for L2 and L3 to provide support to the hotel facilitators "*Team Bonding Workshop for all Levels (Strenghts Finder)*Effective Powerpoint Design Workshop (This can also be supported by an outside company with ""presentation skills training"" for proper addressing and expressing oneself as leaders)" More department specific programs such as Luxury Immersion / Reservation program Decision making for high potential L4 colleagues; Strategic Thinking; Strategy Planning and Execution More online training, Developing operational SOPs, Train -the-Trainer "Commercial Programs for Leaders at L1 and L2.Focus on developing people: Programs designed for leaders at all level to prepare them for the next role." "1) Seven habits of highly effective people2) Luxury Immersion Program Season 23) Shangri-La Brand Immersion Season 24) The Art of leveraging Customer Excellence" Leadership programs for L4 colleagues.

DIRECTORS OF OPERATIONAL DEPARTMENTS

Ask them the following three questions: 1. What are the L&D priorities / needs in your hotel in 2019?

"1. Continue the Emerging Leadership program. This was beneficial for both the learners and facilitators. 2. Content in Shang Care programs feels outdated. This needs to be revised/ upgraded to current need. 3. Our own online learning program to be introduced like Harvard Managementor. " Wine & Beverage ( WSET, Cocktail Making) Supervisory Development, On-line courses for Wines & Spirits, English Language Session ( Speaking & Listening) Colleagues are generally very task-driven without taking extra effort to engage with our guests. Also due to the size of the operation, product knowledge is another area to look at. "1. Guest Engagement - (Reiteration of the importance of Guest Engagement)2. Shangri-La Culture (What sets us apart from our competition)3. Up selling & cross selling skills." Laundry certification, Housekeeping workshop, Chi The Spa trainer with new skills and spa treatment coming to SLDH, Diversey Skills training, cross exposure for horizon Club manager, QTA annual requirements such as handling guest with special needs, Arabic for Non-Arabic, and food service sequence in Horizon Club. Service culture, team building, training skills, back to basics. Priorities should be given to learning and applying the LQA standards in our Hotel in both technical and behaviour wise. Service standards related training / product knowledge "Commercial efficiencyQuality of serviceIntercultural interactions" Leadership programs for Service Leaders; Service recovery situations; Business analytics for Senior Service Leaders and Junior Managers; Disaster & Crisis Trainings 1. Functional trainings to continue - like PMS traings. Training modules should be updated and easily available in Training rooms. 2. Complaint handling training modules. 5 star focus more on the job training from L&D team to help drive consistency "1) Enhancing the delegations of Authority2) Eliminating language barrier and connecting to the diverse networks3) The implementation of a reward system " Team Building of Management Director of Food and Beverage - all customer service focus, especially with potentially the new concepts arriving across level 34/35

DIRECTORS OF OPERATIONAL DEPARTMENTS

Ask them the following three questions: 2. What L&D programs do you suggest the hotel needs in 2019 and why?

Skill training , back to basic training for operational departments. WSET Sessions, Financial Acumen for Business Leaders, Upselling Techniques Guest Engagement and Product Knowledge

"1. WSET (Wine training sessions facilitated by Indian Learning Service Providers)This is important as a local body facilitating the session makes it easier2. Harvard Manage Mentor - (A few sessions from HMM should be made mandatory for the L1-L3 PDR reviews starting next year) This is important as HMM is highly under utilized and our senior leaders are not using it effectively for self development.3. Understanding Business Optimization and Productivity Management. This is important if we wish to create a pipeline of future leaders who not only understand the importance of guest loyalty and engagement but also have a sound base in business management." Have a corporate/regional mixologist visit the property for next offerings and training to the bartenders. On the Job Training programs need to be increased. Therefore our number of Departmental Trainers can be increased as well in order to maintain our current colleagues's operational/standard knowledge fresh and to make sure our new starters perform their duties effectively. More supplier based training such as wine and other beverages, chemical handling, more SFSMS related training etc. "Upselling techniques for Front Desk colleagues to increase our room revenueKnowledge of LQA standards to improve our hotel's scoresEmotional intelligence to customize the service offered to our guestsHow to adapt our service to intercultural differences" Programs for cultural differences; New app programs for L&D; Chinese Language Same as above Forbes 5 star training more trainers skills "1) Creating a guest loyalty culture - as the percentage ratio of loyal guest is increasing2) Enhancing connections - there is a need to have an effective/smooth flow of communications among colleagues from diverse networks (Communication is a game changer)3) Be an upselling Ambassador of

your Resort - in order to achieve business results based on set goals" Strategic Planning in achieving goals with High Performing Teams All customer service orientated

DIRECTORS OF OPERATIONAL DEPARTMENTS

Ask them the following three questions: 3. What L&D programs would you like to see in the Regional Catalogue facilitated by the Reg. Dir of L&D from SLIM Dubai?

7 habits , Team Bonding Workshop Trends in hospitality, Emotional intelligence, Etiquette & Presentation Specific F&B Management related programmes "1. Understanding the DOA & how to truly empower people (Implementation of DOA)2. How to anticipate & manage business change 3. Strengths based leadership4. Managing Millenials5. Digital engagement in an Insta / Socio savvy age" Leadership program Leadership program and exposure given that he is new to the brand Effective Powerpoint Design Workshop Programs related to innovation and creativity 7 habits of highly effective people Breaking barriers amongst countries; Advance Leadership courses Facilitate short cross exposures for some key positions in other SL Hotels in the hub. 7 habits team building workshops "1) A revamped version of the Guest Engagement Actions (3 As) - Acknowledgement, Ascertain and Anticipate2) A reverse mentoring approach " Butler Training Programs As above, but high level service training, in line with leadership role modelling service.

DIRECTORS OF FUNCTIONAL SUPPORTING ROLES

Ask them the following three questions: 1. What are the L&D priorities / needs in your hotel in 2019?

Skill training for operational departments "1. Guest Service Excellence - Improving Consistency2. Colleague Empowerment 3. Grooming, Body Language & Presentation" Negotiation skills , Supervisory development Key team development and provide more access to Harvard Manage Mentor and cross exposure to the team to other department. Technical/Skills/Standards Trainings related with increasing service quality. We need to ensure the balance between our high rates and quality service we provide. Basic Finance knowledge for L4 upwards / system related training Guest recognition and engagement Managers' Financial knowledge Succession Planning Structural mandatory training program as per level "1) Process re-engineering2) Being a mind opener3) Enhancing productivity" Operational Trainings, Unified system of accounting On Track and Payroll training with the implementation of a new time and attendance system

DIRECTORS OF FUNCTIONAL SUPPORTING ROLES

Ask them the following three questions: 2. What L&D programs do you suggest the hotel needs in 2019 and why?

Emerging Leadership Program, Team Bonding Workshop "1. Financial Freedom to Delight our guests (How to communicate and utilize the delegation of authority) - As it an under utilized tool2. New Hotel Technology - Keeping ourselves apprised and 3. Multi-skill development" Change Management NA More focus on Leadership Trainings for L3 - Managers. To help them be more effective in their current roles and improve them for the next step in their career paths. More system related training / team bonding programs within departments Guest engagement "Finance for non Financial people so that managers can be able to drive the business and improve the hotel results. How to handle emails efficiently in order to increase our daily productivity" MS Office, Presentation Skills Same as above. This training will help to groom identified potential executives to the next role within the organization "1) The latest version of excel training - to ensure that tasks are completed an an efficient and timely manner2) Team Building for Service Leaders and Service Associates with the view of continuously motivating all colleagues to embrace positivity at work " Taking Ownership by HODs, Business Result oriented progams As listed above - however we have asked our counterparts at Paris to assist especially with On Track

DIRECTORS OF FUNCTIONAL SUPPORTING ROLES

Ask them the following three questions: 3. What L&D programs would you like to see in the Regional Catalogue facilitated by the Reg. Dir of L&D from SLIM Dubai?

7 habits workshop "1. How to groom a pool of talent for future leadership positions2. Emotional Intelligence3. Drive Efficiency & Sustainable business initiatives" Stress Management for Level 1 & Level 2 "Effective Powerpoint Design Workshop BTW; Finance Manager - Lider Duzgun stated that he found Team Bonding Workshop highly effective and enjoyable. "

Finance for Non Finance for Senior Leaders of the hotel Some specific administrative skills related to functional skills 7 habits of highly effective people Leadership Development Plans for L4 Colleagues Business Plan Development; Strategic Planning and Execution; More on Leadership Programs "1) Are you a Financial Acumen?2) Luxury versus our different guest archetypes" We should have a orientation on streamlined policies and procedure of SLIM dept wise. More help in regard to the functional elements above, in line with Paris than a corporate need from Dubai

DIRECTORS OF COMMERCIAL ROLES

Ask them the following three questions: 1. What are the L&D priorities / needs in your hotel in 2019?

Programs to develop Sales Technique skills for Sales team "Three areas predominantly :1. Grooming Standards & Etiquette (Reiteration and its importance at guest touch points)2. Back to Basics - Sequence of Service (F&B, FO & HK)3. Language learning (English) for front line colleagues4. More Cross-exposure opportunities within the hotel as well across properties in the region for colleagues at all levels." IDEAS session for Sales team, TSA up-selling for reservations, Revenue Management for sales , Excel training for sales L&D priorities need to be given for new starters in S&M department. They can be involved in S&M training abroad regarding Selling tools etc. Brand awareness and brand standards "Sales efficiency and productivityNegotiating skills" customer centric selling techniques / reservations related / revenue optimization Service and customer oriented programs Focused , need based sessions linking directly to core issues. Eg: Trust you comments etc. Going one step forward and focusing on a bit of behavioral science helps understanding guest nature, requirements etc. Upselling hotel features "1) Accurate and consistent product knowledge2) USP ambassadors3) Departmental interactions in order to get to know more about the current and future practices of the department4) Sharing the success stories of the Hotel" Delphi & Cvent Looking at upskilling the team to work at a more regional level with Shangri-La Paris and understand how the current team on property can learn from the new formed regional team

DIRECTORS OF COMMERCIAL ROLES

Ask them the following three questions: 2. What L&D programs do you suggest the hotel needs in 2019 and why?

7 Habits workshop "1. Customized modules designed to meet the individual outlet / area service style. This will ensure that every outlet has the focus maintained on the cuisine and the style of service.2. More of Spoken English sessions for front line colleagues - This is required as the quality of spoken English of some of our front line colleagues is not upto the mark." Negotiation skills, Delphi refresher , Team bonding , Converting queries/ leads into business Delphi Training Interactive NCO, product knowledge and guest engagement "Negotiating skills (for Reservations and Events) to improve our commercial argumentation and resultsSales technique and story telling in order to build a relevant commercial speech to sell our hotel" Luxury Immersion program On-the-job training; Mentoring scheme; Cross & Inter-department trainings; External Trainings from another company. 7 Habits; STAR kind of training for S&M unique selling points about hotel to L5, the storytelling skills "1) Innovative thinking - to foster creativity whilst upselling the Hotel taking into consideration the performance of our comp.set2) Creating awareness on driving revenue - to ensure that the marketing goals are met3) Understanding the customers - in order to cater for their needs based on the changing trends" Boosting Employee Engagement and Upselling Techniques As below

DIRECTORS OF COMMERCIAL ROLES

Ask them the following three questions: 3. What L&D programs would you like to see in the Regional Catalogue facilitated by the Reg. Dir of L&D from SLIM Dubai?

Sales Technique Programs "1. Quarterly Leadership team bonding sessions." Team bonding tied into KPI, "Tema Dynamics Workshop for Senior LeadersBTW; DOSM stated that he found Team Bonding Workshop quite effective." Specific personal development related trainings and follow up workshops for Team Bonding How to manage and retain Millenials? More functional programs such as Data analyzing / effective use of Microsoft Excel More on Team Building with the changes of the organizational structure Leadership Competencies; STAR, 7 Habits, Something on building world class brands which would help people understand what we are as a BRAND. Myers Briggs for sales team to better understand clients "1) Change Management program2) The art of upselling (USP)" Emotional Intelligence, How to increase employee engagement and happiness with work environment Again, touching on leadership and how the Newly created regional hub can help support in the absence of the up and coming DOSM vacating property

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