Marhaba
QUARTER 4, 2024
SHANGRI-LA, DUBAI
IN THIS ISSUE
3 5 6 7 8 9
Luxury and Cultural Roots by Mr. Hakan Ozel
Foreward by Swati Anand
The Horizon by Rima Bouyounes The Future of Guest Experiences by Assem Moustafa Amin Obsess over customer experience Leaders of the incentive board - October & November New Offerings Services introduced last quarter Major Achievements The Golden Keys for Moeen Khan, SLC enrollment winners
10 11 18 20 22 19
Activities HR and departmental activities
Hotel Events Hotel-wide events for guests and management
A Special Mention The Christmas tree-lighting ceremony
New Management Colleagues New joiners at levels 1-3
Task Force and Interns Task force and interns who joined us this quarter
1
Luxury and Cultural Roots by Mr. Hakan Ozel Vice President Operations & General Manager, Shangri-La Dubai
Exploring the Synergetic Relationship In the areas of luxury business, the synergetic relationship between high-end brands and cultural roots is a phenomenon that always embraces both industry insiders and consumers. This connection serves not only to strengthen the brand identity but also to foster a deeper connection between products and their discerning clientele. The luxurious attraction of high-end goods often finds its essence in the rich cultural heritage, infusing authenticity and exclusivity into every creation. Essence of Cultural Roots in Luxury Business Luxury brands frequently draw inspiration from their cultural heritage, weaving stories that resonate with their audience on a deeper level. For instance, some luxury brands are renowned for their meticulous craftsmanship, a legacy passed down through generations of artisans. This dedication to traditional methods is not merely a marketing strategy but a genuine reflection of the brand's cultural roots. Each product, for instance, is meticulously hand-rolled and printed, would carry the centuries of artistry and sophistication. Similarly, some designers often incorporate elements of their rich cultural history into their designs. The perfection in the use of leather, a material deeply embedded in the craftsmanship, pays homage to the brands’ legacy of fine leather goods. These brands do more than sell products; they offer a piece of the nation’s culture, wrapped in the charm of modern luxury. Role of Storytelling in Luxury Branding Storytelling is an integral component in the luxury business, elevating products from mere commodities to cherished treasures. Some luxury brands have mastered the art of narrative, intertwining their products with the storied pasts of their founders. For instance, the founders’ revolutionary visions of fashion brands are the stories that continue to inspire and captivate. The cultural context of the brands’ origins—steeped in the elegance of chicness - provides a timeless appeal that go beyond generations.
Continued....
Global Influence of Cultural Roots In the global marketplace, luxury brands that stay true to their cultural roots often find greater significance with consumers. The infusion of cultural elements serves as a powerful differentiator in a crowded market, offering authenticity that appeals to the increasingly discerning luxury consumer. For example, the Swiss watchmaking industry is a paragon of this principle. Some of the brands have built their reputations on the precision and craftsmanship synonymous with Swiss heritage. The cultural value placed on meticulous engineering and craftsmanship elevates their timepieces to symbols of status and refinement. Sustainability and Cultural Preservation As the luxury industry embraces sustainability, the preservation of cultural heritage has become a focal point. Many luxury brands are now committed to ethical practices that support local artisans and their traditional crafts. This alignment of luxury with cultural preservation not only enhances brand value but also contributes to the sustainability of cultural heritage. For instance, some of the luxury brands are working closely with local herders to ensure sustainable practices. This commitment to cultural preservation and environmental sustainability resonates with consumers who value ethical luxury. By supporting traditional livelihoods, brands not only create exceptional products but also foster a deeper connection with the cultural origins of their materials.
The Future of Luxury and Cultural Roots The future of luxury business lies in the seamless integration of cultural roots with modern innovation. As consumers become more aware of the stories behind their purchases, the demand for authenticity and cultural resonance will continue to grow. Luxury brands that embrace and celebrate their cultural heritage will stand out in an increasingly competitive market. Conclusion The intersection of luxury business and cultural roots is a dynamic and evolving landscape. It is a testament to the enduring power of culture in shaping consumer perceptions and driving brand loyalty. By honoring their cultural heritage, luxury brands not only differentiate themselves but also create lasting value that excels the fleeting nature of fashion trends. This synergetic relationship will continue to define the essence of luxury, making it a cherished and valued aspect of the global marketplace.
DEAR COLLEAGUES As I step into my role, it is my privilege to welcome you to this new edition of Marhaba. I’m excited to share this space with you, where we’ll celebrate the incredible work happening within our hotel and revisit the memories we've created together. One of my core beliefs as we embark on this journey is that true learning happens when we take the time to reflect. This newsletter will serve as a platform for us to reflect on the milestones we’ve achieved, share insights from our experiences, and highlight the opportunities that lie ahead. You’ll find stories of growth, updates, and initiatives for you to engage in new reflections of your own. Personally, the past year has been both challenging and incredibly rewarding. I am deeply grateful for the opportunity to work with the Shangri-La group and to collaborate with such wonderful colleagues. Editor-in-Chief As I write this, it happens to be the most wonderful time of the year! Our halls are officially decked, and I can’t resist spreading the festive cheer— this newsletter is inspired by the dazzle and sparkle you’ve brought to life! I do hope you enjoy reading it. Wishing you and your loved ones a blessed and joyful 2025. Swati Anand Thank you for welcoming me so graciously with open arms, a true testament to exceptional hospitality. It is your simplicity, professionalism, and human values that enable employees like myself to discover our own Shangri-La. Together, we will uphold and advance the culture of excellence that has been expertly established, one that values personal growth, shared learning, and the collective success of our team.
by Rima Bouyounes The Horizon
Hotel's Remarkable 2024: Revenue Growth Amid Market Decline In an exceptional display of resilience and strategy, Shangri-la Dubai has emerged as a market leader in 2024, achieving a remarkable 5.2% growth in room revenue year-over-year. This accomplishment stands out even more prominently against the backdrop of a challenging industry landscape, where the competitive set saw a decline of 2.4%. This success story is a testament to the hotel’s unwavering commitment to excellence, driven by its dedicated operational teams. Gaining Market Share in a Tough Environment While many in the hospitality industry grappled with fluctuating demand and economic uncertainty, Shangri-La Dubai not only maintained its footing but also expanded its market share. This growth reflects a combination of strategic pricing, targeted marketing, and an unrelenting focus on guest satisfaction. The Power of Operational Excellence The unsung heroes behind this milestone are the hotel’s operational teams, who have consistently delivered world-class service. From housekeeping to front desk staff, food and beverage teams to maintenance crews, every team member played a vital role in creating an exceptional guest experience.
Your dedication not only retained loyal customers but also attracted new ones, solidifying the hotel’s reputation as a preferred choice for travelers. Innovative Strategies That Drove Success Several key initiatives contributed to this achievement: Dynamic Revenue Management: Leveraging advanced analytics, the hotel optimized room rates to capture demand while maintaining competitiveness in a price-sensitive market. Guest-Centric Experiences: Personalized services and enhanced amenities created memorable stays, driving repeat business and positive word-of-mouth. Operational Efficiencies: Streamlined processes and investment in staff training improved service delivery while managing costs effectively. Looking Ahead As 2025 approaches, Shangri-La Dubai remains committed to its vision of delivering outstanding service and value to its guests. With a proven formula for success and a dedicated team, the hotel is poised to continue its upward trajectory, setting new benchmarks in the industry. This accomplishment underscores a powerful truth: in the face of challenges, it is the people and their passion that truly make the difference.
Guestpedia offers several key benefits: Unified Guest Profiles: By consolidating fragmented data, Guestpedia ensures we recognize guests like Caroline, regardless of how or where they booked. Personalized Engagement: With insights into guest preferences, such as Caroline’s feather-free room request or favorite spa, we can tailor offers, promotions, and services to her. Proactive Guest Recovery: Through GReAT, Guestpedia helps identify areas for improvement, transforming potential issues into opportunities for delight. Enhanced Loyalty: By recognizing repeat guests and offering personalized promotions, Guestpedia strengthens loyalty and encourages direct bookings. Guestpedia is not just a tool; it’s a game-changer in how we engage guests. By integrating data across platforms and utilizing AI, Shangri-La is redefining personalized service and positioning itself as a leader in luxury hospitality. For guests like Caroline, who expect more than generic experiences, Guestpedia allows us to surprise and delight them, turning stays into unforgettable memories. However, if we fail to embrace Guestpedia fully — by updating profiles and leveraging the insights it offers — we risk missing the opportunity to create transformative experiences. The future of hospitality is here, and it’s up to each of us to make the most of it. Let’s ensure Guestpedia is not just a tool, but a key part of our strategy to turn data into delight and moments into lasting memories. Together, we can shape an extraordinary future for Shangri-La and our guests.
Meet Caroline Brettell, a frequent traveler who has stayed at Shangri-La Hotels and Resorts in Oman, Paris, and Abu Dhabi, and also takes leisure trips with her spouse and dog. Caroline’s profile fits the ideal guest for direct bookings, perhaps for her next trip to Dubai or London. However, there’s a major issue: we struggle to recognize Caroline as a returning guest. Why? Her profile is fragmented across various systems. Caroline booked a trip through an Online Travel Agency (OTA), used a nickname "Carol" on another booking, and entered a typo in her email address during her stay. These inconsistencies led to the creation of multiple profiles in Shangri-La's OPMS and Book360, and despite basic "merge functionality," these systems struggle to consolidate guest data effectively. Understanding guests deeply is key to engaging them meaningfully. With Shangri-La handling over 100K guests annually, relying on traditional OPMS systems is no longer sufficient. Modern travelers interact with a variety of digital platforms — from booking websites to messaging apps — generating valuable data. Yet, without an integrated system, this data remains fragmented. Enter Guestpedia, a transformative guest data platform that unifies every touchpoint in a guest’s journey. Guestpedia connects OPMS, Book360, Service360, GReAT (Guest Recovery Experience Action Tool), Book4Time, F&B systems, and global connectivity across all Shangri-La properties, providing a 360-degree view of each guest.
THE FUTURE OF GUEST EXPERIENCES WITH GUESTPEDIA
BY ASSEM MOUSTAFA AMIN
Obsess over customer experience Leaders of the incentive board - October & November
Mohammed Abdelhamid
Keith Ruhweza
Moeen Khan
I would like to mention Keith in the Club Lounge who to us was the star of our visit. A truly lovely individual whose customer service with us and all the guests at the Lounge was just exceptional. If you do employee of the quarter, he would be my pick.
I can’t find the proper word to describe Moeen Khan except: warm welcome, smiley face all the time, positive energy and vibes and they make you feel at home and all the time ready to assist round the clock.
The hotel service is five stars, fast and with a smile. Dear brother Hamid, thank you for all your services and facilitating everything. He is a smiling man with high morals. I hope to visit you again.
- Mr. Ghassan Mamlouk
- Mr. Misfer Almarri
- Colin Massie Barclay
Mohamed Seoudi
Beshoy Eskarous
Nadir Mokhdar
Thanks a lot to Seoudi at the reception. He's kind man with respect and good manners.. and very helpful with guests. It looks like he got a lot of training to solve problems.
Outstanding service...very accommodating and went above and beyond to ensure our needs were met. Special shout out to Beshoy and all the concierge staff and in-room dining services...thank you for making this a most memorable stay!!!!!
Warm welcome and excellent service by Nadir throughout my visit, everything exceeded my expectations. Thank you.
- Ms. Erna Waty Salihuddin
- Mr. Muneer Eissa Aljneibi
- Ms. Valine Powell
NEW OFFERINGS
YOY Shangri-La, Dubai 2nd floor
At YOY, these ingredients are reimagined through the synergy of cutting-edge innovations, the echoes of Ukrainian gastronomic heritage, sustainable practices, modern European food trends, and the neo- bistro format.
This layered, fascinating vision lies at the heart of YOY’s philosophy. It’s not just another fine dining —it’s a reawakening, inspiring you to see the world around you in a whole new light.
Flower bath services
Flower Fantasy
Rose Reverie
AED 480
AED 700
Bath services include the flowers, scented bath salt and candles around the tub. This service does not include any food and beverage items but it is the best opportunity to upsell champagne. The target market for those packages are Instagrammers looking for content, guests celebrating special occasion, or simply guests looking to indulge in unique luxury experience and pampering themselves
MAJOR ACHIEVEMENTS
Moeen Khan earns the coveted Les Clef D’Or Golden Keys
Winners of Round 3 of the Shangri-La Circle Member Enrolment and Redemption Competition 2024 - Rooms and Food & Beverage
Before earning the right to wear the golden keys, those who aspire to become a member must have several years of experience as a hotel concierge, pass comprehensive testing and prove, beyond doubt, their ability to deliver highest quality of service.
F&B and Rooms teams collectively won 98,524 SLC Points for SLDB!
Well deserved Moeen!
ACTIVITES
Halloween Movement Therapy WAVE Day by Engineering Blood Donation International Men’s Day UAE National Day
Pink October Breast Cancer Day - Sound Healing Departmental outing - F&B Departmental outing - Engineering Departmental outing - Front Office New Employee Orientation
HALLOWEEN
WAVE DAY HOSTED BY ENGINEERING
TABLE TENNIS & CHESS FINAL TOURNAMENTS
DUBAI RUN
COLLEAGUE PARTY 2024
More photos and videos to follow soon...
EMBRACE Fun-filled World Children’s Day celebration with Emirates Down Syndrome Association (our Embrace partner)
Christmas Tree Lighting Global Townhall Chef Hou Xinquing for Huai Yang food promotion UAE National Day celebration H1 Strategy Workshop
HOTEL EVENTS
A SPECIAL MENTION...
A huge round of applause to the Engineering, Housekeeping, and Marketing Communications and F&B for the Christmas set up and a memorable tree-lighting ceremony!
Video courtesy Marketing Communications
Luke James Groves Resident Manager Executive Office
Farah Aoudia Asst. Director of Business Development Sales & Marketing
NEW MANAGEMENT COLLEAGUES
Yuan Shijia (Rachel) Bar Manager Food and Beverage
Irene Damaris Adhiambo Talent Acquisition Manager Human Resources
NEW MANAGEMENT COLLEAGUES
Fengchao Sun (Ethan) Asst. Front Office Manager Front Office Shangri-La Resort, Shangri-La
Laci Baima (Lotus) Service Leader Food & Beverage Service Shangri-La Resort, Shangri-La
Chen Yangguang Intern Front Office
NEW INTERNS & TASK FORCE
WISHING YOU ALL A VERY MERRY CHRISTMAS AND A HAPPY FESTIVE SEASON
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