MARHABA Shangri-La Dubai
Agenda
• Area General Manager, Operations of Shangri-La Dubai Message • New Management • New Interns • Learning & Development • Celebrations • Activities • Guest Engagement Scores
Area General Manager, Operations of Shangri-La Dubai Message
LUXURY AND TIME RELATIONSHIP
The relationship of time and luxury is one aspect that we should thoroughly understand when we strategize and manage the luxury business. Once we grasp the nature of time in terms of stages in luxury, it becomes more meaningful and beneficial for all stakeholders. In basic terms, there are three time-stages for luxury products and services. During the first stage, small or big, luxury consumers have dreams in nature. They have dreams that they wish to come true other than just answering their basic functional needs. When they have a basic product to satisfy their immediate needs, it becomes a commodity and has a minimal quality at lower cost. However, when consumers have a dream, it becomes a desire. They want to buy a luxury watch, a bag, a shirt, or a car; or have a great time in a luxury hotel where they can have caring service, delicious meals, creative drinks, comfortable room with a great functionality, awesome view, and alike. Before, they decide to visit the selling point and purchase the luxury product supported by luxury service, consumers take their time to continue to dream and it is very exciting.Therefore, they search a lot and try to match their careful selection to meet their dreams. In this stage, luxury brand marketing kicks in. From brand positioning and promise till reputation, brand marketing helps the luxury consumers on a pleasant, exciting, and promising decision.
Area General Manager, Operations of Shangri-La Dubai Message
The second stage is where the luxury consumer meets the luxury seller to buy and sell. Luxury sellers are the brand representatives or ambassadors.This meeting means more than a transaction exchange. This is the stage when the luxury consumers expect a luxury service in-line with the quality of the luxury product itself to make their dreams come true. The luxury brands spend a lot of efforts, time and capital with creativity, promotion, marketing, and communication; designers and artists spend a lot of efforts to identify the design, choose the right materials and produce the luxury product with a desirable quality and packaging; they execute the logistics including transportation, delivery, stacking, distribution, and so on. Then, time comes for the luxury service experience to sell the luxury product to luxury consumer, from person to person, after the consumers have decided on the brand and product. Lack of luxury service should not be the cause of failure after all the above efforts have been spent. The third and the final stage is the experience stage, where the luxury consumers make their dreams come true with the luxury products and the luxury products that the consumers eventually acquire become prestige for the others. Regardless of the functional quality of the product, it helps to access pleasure; it becomes a social marker and positioning in society; acquiring the luxury good alone makes the consumers happy whether they use the product or not. Then all experience shifts to loyalty.
As a conclusion, relationship between luxury and time in stages is very important and understanding this relationship greatly helps to strategize and manage the luxury business professionally.
NEW MANAGEMENT
Eoin Henry Whelan Director of Food & Beverage
I started as a dishwasher in a Holiday Inn in Michigan, USA when I was 16. I was fascinated by the chaos in the kitchen, the shouting, bad language, etc.… but I was really pulled in by to camaraderie between the kitchen staff despite the hot environment and tough conditions. After I had the taste of hospitality, I was hooked and pursued it as a passion from there on out, but on the other side of the pass. I chose hospitality because it suited my personality. I am very passionate, and I love to talk to people, so this was an environment I believed I would thrive in because I was hungry to know more and develop myself and I think that each positive experience has outweighed any of the negative stereotypes of our industry. I like to spend time with my family whenever I can. When they let me, I try to get out and play golf! I also, not surprisingly, enjoy trying out new restaurants and bars here in the city and trying to get inspiration whenever I can. Throw yourself into this industry because there are no free lunches. Everyone you see in the roles you aspire to, have worked extremely hard to get there, so take every opportunity which is given. Its not an easy road but I find it extremely fulfilling and couldn’t see myself in any other industry.
Tendai Martha Gutura Business Development Manager - Leasing
In 2011, I got an opportunity to join the hospitality industry, initially intending to give it a try. Fast forward 12 years in, I find myself not only still in the industry but genuinely passionate about it! I’ve worked across different divisions within the hotel industry — from the housekeeping department and Front Office to Reservations, Group Sales, Events, and now, the Leasing Division.
I enjoy making genuine connections with people and ensuring that our tenants have the best possible experience in our hotel.
I love nature and outdoor walks are my favorite. I also very much enjoy music and travelling.
Sometimes the best careers in life arise from experimentation. Never hesitate to embrace new experiences.
Hayacinta Nerva Sollano Executive Assistant
I started my career in hospitality in 2003 and since then I am drawn to it because I get the opportunity to work in diverse environments and engage with people from all walks of life. Seeing happy guests and colleagues is one of the most rewarding aspects of working in hospitality. The satisfaction of creating enjoyable experiences for others can be truly fulfilling. I enjoy the diversity of the tasks, from supporting management to liaising between departments and ensuring smooth communication. Contributing to the hotel’s success and being part of delivering exceptional guest experiences brings a sense of fulfillment every day. I love reading, travelling, yoga, learning new skills and catching up with my family & friends during off days. Doing these activities allows me to recharge and find inspiration in different aspects of life. Continuously seek learning opportunities and embrace change. Embracing new skills, being adaptable, and staying open to growth can lead to a fulfilling and evolving career path. Additionally, finding a balance between passion and practicality often leads to a more rewarding and sustainable career journey. Remember, it's okay to pivot and explore different paths until you find what truly resonates with you.
Abhilash Govindan Pushpaleela Assistant Executive Housekeeper Hospitality is all about satisfying the customer needs and wants. I gained fantastic life experience by meeting different types of people from various places and culture. I started my hospitality career in Leela Palace Hotel in India as Room attendant. Now I have 14 years of hospitality experience with Leela Palace, Rotana, Jumeirah Group and Shangri-La.
I always enjoy when I am working with supportive and positive thinking people to achieve common goals.
My family is my world so my off day, I spend more time with them. I love to experiment with cooking. I like to play cricket and listen to A R Rahman songs. A word of wisdom I would like to share with my colleagues is do your job from the heart and love your job same as how you love your family. Think positive, never think I can't always think I can. This will bring happiness in your life.
NEW INTERNS
Arina Shmoilova Guest Relations Intern
I'm Arina, born in the Urals in Russia. At the age of 18, I moved with my cat and dog to St. Petersburg to study ''International Hospitality Management'' at university. My hobbies are painting, gym, traveling and walking with my dogs in the woods. For 2023, I have painted 4 new pictures and visited 7 new countries that's probably why I chose hospitality because I like to communicate with people, learn about the world and this field help me a lot. I am in the hospitality industry for 4 years already and I like it very much. To test myself and get new experience, I found an internship in Dubai. From this internship, I expect to get a lot of new acquaintances, international work experience and improve my speaking English skills.
Guest Relations Intern Xinze Zhang
I am a 22 years old student from China. I am currently studying at Les Roches Hospitality school in Switzerland. My hobby is traveling and exploring new restaurants. I love traveling with friends as it makes me relax. On my days off, I like to go to a park or the beach. My expectation for the internship is to help me have more knowledge and broaden my horizons. During my internship, I hope to learn more about hotel operations. Communicate with guests to better understand their needs. By communicating with others, it can boost my confidence and cope with various emergencies calmly.
Culinary Intern Isha Samir Jahagirdar
I'm a college student from Pune, India studying Culinary Arts. Cooking has always been a big part of my family's tradition and festivals. Indian families have a vast range of hospitality ingrained in them and I guess experiencing that growing up has made me inclined and interested in the hospitality field even more. My hobbies include sports like basketball and swimming. I love reading books of any genre and watching movies. I love spending time with my family and friends as well as travelling. I have a knack and hobby for writing and debate. This internship will help me gain international exposure and meet people from various nationalities. I expect to learn about new cooking techniques and skills.
Guest Relations Intern Anya Bhatia Arora
I'm 19 years old and originally from India, but I've lived in 7 different countries. I'm currently studying International Business at USC,HKUST and Bocconi University. My hobbies include cooking, singing, acting, adventure sports and spending time with friends. On my day off, you'll find me with my family and my dog, who live right here in Dubai. At my current stage, I'm trying to explore and engage with different fields that I feel I will enjoy working in. Hospitality is something that has fascinated me from a young age. I would always admire the grace, quality, and class of the industry, especially in hotels like Shangri-La. My main goal during my internship is simply to learn as much as I can about a new field that I have no previous experience in, so that I can discover any personal strengths or weaknesses that I have in order to gain a better understanding of what my future holds for me professionally. In the short time that I've been here, I have gained invaluable skills through interactions with guests and the colleagues.
LEARNING & DEVELOPMENT
Emerging Leaders Program
New Joiners City Tour
Culinary Workshop Of Excellence Balveer Singh
Balveer Singh Banquet Sous Chef attended a culinary workshop of excellence held in SLND to upskill & hone his talent.The immersive experience of authentic local eateries added immense value.
Housekeeping Workshop Paula Guedes
Our Executive Housekeeper attended the Housekeeping Workshop held in SLKL .Topics of Guestroom Cleaning and Maintenance, Laundry Operation, Public Area Cleaning and Maintenance, Single Use Plastic, New Technology in Housekeeping were explored.
Cross Exposure Antriksh Parmar
Antriksh Parmar Demi Chef De Partie In room dining did a cross exposure in SLMU as part of his development and it was a huge learning experience for him.
Mohit Sharma completed his WSET-2 Course as part of his individual development plan.
Annual Global Conference held in Beijing
CELEBRATIONS
Chithrananda De Alwis -Farewell Director of Engineering
It was a privilege working with Mr. Chithrananda . The challenges overcome with laughter and an irreplaceable bond with each colleague that he shared . Chief was kind-hearted and brought great guidance to each member.
UAE National Day
Wave Day by Culinary Team #Obsess Over Customer Experience
Shangri-La Circle Celebration
Congratulations to our Duty Manager Ahmed Abdelazem
Ahmed welcomed his first child Laila, and we congratulate him on his new bundle of joy.
Christmas Tree Lighting Ceremony
Long Service Awardees Dinner
ACTIVITIES
Storm Cycling Event
Storm Cycling Event
Video
World Childrens Day Emirates Down Syndrome Association
Housekeeping Outing
The team went on a Desert Safari. This helped the colleagues to boost their morale, giving them something to look forward to and improving their bonding at work.
The colleagues had a blast.
Dubai Run
Sustainable Gingerbread House & Office Door Competition
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Sustainable Gingerbread House & Office Door Competition
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Sustainable Gingerbread House & Office Door Competition
video
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GUEST ENGAGEMENT SCORES
Guest Engagement Scores Year End
Fulfilment of Specified Requests and Preferences TARGET 23 : 86%
Likelyhood to Recommend
Overall Stay Experience
TARGET 23 : 89.60%
TARGET 23 : 8.83
YE 23 :93.95%
YE 23 :9.24
YE 23 :91.44%
Service Attentiveness & Thoughtfulness
Problem Free
Problem Handling
TARGET 23 : 73%
TARGET 23 : 68.69% YE 23 :80.60%
TARGET 23 : 89% YE 23 :94.16%
YE 23 :77.86%
SEE YOU! Here's to pioneering new horizons for
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