Re-Opening Our Doors With Care Post COVID-19 Colleague Ori…

Re-Opening Our Doors With Care Post COVID-19 Colleague Orientation

Agenda

1. Our Commitment to Guests a) Shangri-La Cares : Message from Group CEO b) Enhancing our Health and Safety Protocols c) Service Fundamentals 2. Our Commitment to You a) Enhancing our Health and Safety Protocols b) Staying Safe : General Hygiene

Shangri-La Cares

Your well-being in our care

IMPLEMENTING ENHANCED PROTOCOLS AND PROCEDURES

ENABLING OUR PEOPLE

ELEVATING OUR STANDARDS

Your health and safety is of the utmost priority. We have aligned our hygiene protocols with WHO recommendations or more stringent local regulations so that our guests feel totally at ease when staying at or visiting our properties.

To reinforce our strong culture of health and safety, we have enhanced our training to comply with additional hygiene protocols and guidelines, all while delivering our distinctive Asian hospitality.

We have elevated our standards to prepare for a new normal. We are constantly reviewing and refining our processes.

✓

Departmental Training on new hygiene practices

Keep refining standards, exploring new opportunities and update based on customer needs

✓ Increased frequency cleaning of all high- touch surfaces throughout the hotel

✓

✓ Rooms cleaning and disinfecting training certified by industry specialist, Diversey

Usage of medical-grade sanitisers and disinfectants Extra precaution to respect social distancing and enhanced food safety practices )

✓ Safety and sanitation protocols are developed in close cooperation with Diversey ✓ Rigorous rooms inspection process and tools (e.g. self-developed compliance APP)

✓

✓ Equip colleagues with PPE where necessary

✓ Increased cleaning and disinfection to ensure a safe work environment for colleagues

Our Health and Safety Commitments To Guests

Enhancing our Health and Safety Protocols

Guest Journey

Overview : Enhancing our Health and Safety Protocols

Guest Journey

Together, let ’ s review the key points of our enhanced guest safety measures

General

✓ Temperature check upon entry ✓ Floor markings of 2-meter distancing in queuing and high traffic areas ✓ PPE including masks, gloves and wipes readily available for guests

✓ Capacity Limits Signage ✓ Hand Sanitizer stations

✓ Sanitization of frequently/high touch surfaces and transferred objects ✓ All seating areas rearranged for safe distancing

Arrival and Departure

✓ Sanitization of luggage offered ✓ PPE kits in house cars ✓ Temperature Checks ✓ Health declaration Forms ✓ Contactless mobile check in/out encouraged ✓ Rooms cleaning made optional ✓ Rooming guest discontinued ✓ Information about facilities and room features available digitally ✓ Courtesy calls made to room

Guest Room

✓ Each room fully disinfected and sanitized using Diversey approved products ✓ Attention to frequently touched items and surfaces ✓ More individual single use items

✓ Digital In-Room Dining Menu Viewers ✓ Towels and robes changed regardless if used. ✓ Unused amenities removed, sanitized and stored for 48hr before reused ✓ All departure rooms go through inspection process using UV black light ✓ Rigorous inspection practices using ATP swab tests.

✓ Selected collateral removed ✓ Decorative bedding removed

Food and Beverage

✓ Bag disinfecting and covering of garments offered at coat check ✓ Digital menus offered ✓ Family style sharing items removed where possible ✓ Flatware: roll up or set by staff wearing gloves ✓ All F&B items wrapped or covered during transport ✓ Condiments individually portions ✓ Bar snacks indidvually packaged ✓ Guests encouraged to wear masks by buffet ✓ Contactless IRD delivery /pick up ✓ Longer seating intervals to allow time for sanitizing ✓ Napkin service discontinued

Events and Catering

✓ Canapés served individually portioned in containers. ✓ Layout of f&b set ups adjusted for safe distancing and attended by colleagues when possible ✓ Sneeze guards near buffets ✓ All mints and snacks individually packed ✓ Individual stationary set up (pads and pens) ✓ Glassware is always covered with sani-caps.

✓ Temperature check if not done at hotel entry ✓ Floorplans adjusted with new seating capacities ✓ One way flow is implemented where possible. ✓ Menus revised to remove shared food items and finger food items. ✓ Boxed or plated meals encouraged avoiding buffets, when possible.

Leisure and Wellness Experience

✓ For spa, early arrival requested to take shower ✓ For Gym, advanced changing in guest room encouraged ✓ Individually packaged grooming and bath amenities ✓ All equipment disinfected after each use ✓ Disinfecting wipes available near gym equipment for guest use ✓ Self serve towel stations removed

Communication is Key

Know Our Safety Protocols Confidently speak about the hygiene measures in place that ensure our guests safety.

Be Knowledgeable of Facilities New operating hours of outlets including spa, health club, business centers and restaurants. stay

Advise of any potential delays Always provide guests with appropriate forewarning surrounding these delays in advanced so that expectations are managed.

Our Promise

Service Fundamentals

Shangri-La Cares is a Promise

Shangri-La Cares is a promise that comes straight from our hearts and reinforces our commitment to care and our distinctive Asian hospitality as we welcome guests back. We must also go above and beyond to ensure that there is no compromise in guest experience, comfort and care. We must remain humble and true to our founding ethos- to do our utmost to take care of our guest.

Its Our Promise

Take ownership to implement

Stay true to our unique Asian inspired hospitality

Provide exceptional

our safety standards

service straight from the heart

Four images layout A

Our commitment is to create a comfortable and safe environment for our valued guest, so they can cherish moments that truly matter …

We share something special …

YOU are key in delivering Shangri-La moments of joy , building connection and creating memorable experiences for our valued guests.

Our Manifesto

We are family.

We share something special our genuine care and respect for others. This belief shapes us. It shapes the way we treat all people with selfless sincerity and thoughtful courtesy, understanding needs and sharing feelings. It shapes the way we transform our gracious and enchanting Asian manner to authentic experiences straight from the heart. Our strength lies beyond our harmonious surroundings and hideaway locations it lies in our core values that guide us to treat each and everyone with honor as kin as family in our family you will find tranquility sincerity and something a great deal rarer a special kind of hospitality, hospitality from the heart.

HUMILITY

COURTESY

SINCERITY

RESPECT

HELPFULNESS

SELFLESSNESS

Modest and unpretentious Pride without arrogance

Being polite, good mannerism, being considerate

HUMILITY

COURTESY

SINCERITY

Being guest centric Anticipating needs, assisting, doing more

Understanding everyone is unique

RESPECT

HELPFULNESS

SELFLESSNESS

Demonstrating Our Core Values

Common gestures that demonstrate our core values also show our care for guest safety:

Providing Salutation Escorting Guests Opening Doors Offering Assistance

Our Vison

To be the first choice

for Guests, Colleagues, Shareholders and Business Partners

HOW TO WE ACHIEVE THIS?

Moments of Joy

Needs fulfilled

Safe and comfortable

Creating Moments of Joy Through Our Service

ANTICIPATORY SERVICE

LITTLE ‘ WOW ’ MOMENTS

PERSONALIZED EXPERIENCE

BUILD CONNECTION

Its You that makes the difference

YOU create these memorable moments of joy, moments of Shangri-La

Our Health and Safety Commitments To You

Overview : Enhancing our Health and Safety Protocols

Colleague Journey

Together, let ’ s review the key points of our enhanced colleague safety measures

Enhancing our Health and Safety Protocols

Colleague Journey

Staying Safe

P E R S O N A L H Y G I E N E

Shared tools and equipment sanitised after each use and/or prior to transferring

Wash or Sanitize hands every 30 minutes

Sanitize work space frequently with Oxyvir wipes , using gloves ✓ computer screen/keyboards ✓ shared equipment ✓ -phones ✓ -desk tops

If handwashing station is unavailable use sanitizer provided

The use of shared food and beverage equipment should be discontinued or reduced

P E R S O N A L H Y G I E N E …

Avoid touching eyes, nose and mouth.

Always wear your PPE where required and regular change as needed

Cover mouth and nose with your bent elbow or tissue when you cough or sneeze.

Maintain at least 1.5 metre distance between yourself and others

Wearing Your PPE

Personal Protective Equipment

LIGHT PPE

1. Surgical face masks القناع 2. Disposable glove القفازات

WHAT

✓ ALL colleagues MUST always wear face masks ✓ Following departments MUST where gloves through shift 1. Culinary 2. Housekeeping 3. Stewarding 4. Receiving 5. F&B service staff when: preparing beverages, cleaning tasks, clearing a table, setting up mise en place, handling soiled linen

WHO

WHEN

Replace mask every 2 hours and/or when contaminated.

Putting on a surgical face mask

Personal Protective Equipment

PUTTING ON

Pinch top to form edged shape around your nose, pull bottom of the mask over mouth and chin.

Determine the front of the mask. Color side out. Nose strip on top.

Hold the mask by the ear loops and hang around your ears.

Wash your hands

Ensure no rips or tears

REMOVING

Hold both ear loops and gently lift to remove the mask.

Avoid touching the front of the mask .

Throw the mask in designated bin

Wash your hands

Removing disposable gloves

Personal Protective Equipment

With your un-gloved hand, slide your finger/s under the wrist of the remaining glove. Do not touch the outer surface of the glove

Pinch and hold the outside of the glove near the wrist area.

Throw away in designated bin.

Peel downwards, away from the wrist, turning the glove inside-out

Wash your hands

Peel downwards, away from the wrist, turning the glove inside out.

Pull the glove away until it is removed from the hand, holding the inside-out glove with the gloved hand.

Continue to pull the glove down and over the inside- out glove being held in your gloved hand.

Wearing Your PPE

Personal Protective Equipment

FULL PPE

1. Respirator mask 2. Goggles نظارات واقية 3. Disposable gloves استعمال مرة واحدة ✓ Worn by room attendants and/or ERT when entering or handling items from a suspended ( meets risk factor criteria) or confirmed case of COVID-19 guest room 4. Protective Gown 5. Shoe covers

WHAT

WHO

WHEN

✓ Linen porters

Shangri-La Cares is a promise

Shangri-La Cares is a promise that comes straight from our hearts and reinforces our commitment to care and our distinctive

Asian hospitality as we welcome guests back.

But each and every one of us must take responsibility for implementing and reinforcing these standards.

Re-Opening Our Doors With Care Post COVID-19 Colleague Orientation

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