#FindYourShangri-LaMuscat SLMH & SLMU E-NEWSLETTER Quarter 1 - 2024
Section 1 Area General Manager Message
AGM’s Section
It is the last message from our previous AGM. R.D.E’s journey was one to remember. It started off with some challenging times especially Covid; but with his dedication, passion and enthusiasm he managed to lead the team forward, overcome many setbacks and launch many new projects. There were many achievements; but just to mention a few like the opening of our Indian Fusion Restaurant “Aangan”, the launch of the Yoga Pavillion, SiO2 Lounge, Turath Projects (including the Frankincense Garden, Tours, Cafe, Mobile Museum), Bespoke Collection and more. He leaves a great mark behind with big shoes to fill. Enjoy his last message and as they say the Hospitality world is small.
AGM’s Farewell
To celebrate the achievements and long service of Mr. Rene, we organized a farewell to recognize all the hard work, dedication and contribution to Shangri-La Muscat and Shangri-La Group over the past 20 years. The farewell was full of mixed emotions as we laughed and cried at the same time. We each have our own Journey and we wish Mr. Egle all the best in his new one. We also managed to celebrate all the standing Long Service Colleagues to also recognize them for their hard work and commitment during their time with Shangri-La.
Section 2 Getting to know our leaders and meet our two new EXCOM members
Getting To Know our Leaders
If you select a dish that describes your personality, what will it be and why?
Could be Sushi, Sushi is versatile, creative and requires attention to detail which aligns with my adaptable nature and ability to think outside the box. Like sushi I value collaboration and enjoy bringing together different ideas and perspectives to create something unique and enjoyable. What advise can you give to our new hoteliers? Stay Focused, Enthusiastic and Choose your leaders
EXECUTIVE SOUS CHEF Muthuraman Subramanian
Based on the Shangri-La Brand Film characters, which one resonates more with you and why? I would love to chose the Train, because I would love to explore and carry everyone with the same feeling of its rhythmic chugging and steady movement along the tracks. Embodying resilience, determination and a sense of direction are qualities that resonate deeply within me.
If you are not a Chef, what will be the other field of work you will select & why? I always wanted to be an entrepreneur and own a restaurant to cook and display my skills to the people since my childhood, so I would say there is no other option in my mind since that time.
Getting To Know our Leaders If you select a cocktail that describes your personality, what will it be and why? Gin &Tonic, suits my personality because it’s straight forward. Based on the Shangri-La Brand Film characters, which one resonates with you the most and why? Hummingbird, as we never stop learning and keeping the drive to enrich our mind with knowledge so we can fly higher spreading our wings and exploring the beautiful world we live in.
Kamran Shaik
ASST. DIR, OF F&B
what activities do you enjoy on your off days? Swimming & Cooking
What is the greatest lesson you learned in life that you would like to share? Not everyone will like you, and that's OK! This was a hard lesson for me to learn because I have always looked at myself as a “likable” person. I always try to be friendly and welcoming, but that doesn't always equate to being liked. It’s hard to accept that there are just some people who do not like me, for whatever reason. As I get older, I realize that whoever these people are, they have their reasons for the way they feel, and they are free to feel that way. As long as I know that I’m doing my best keep my integrity and treat others respectfully, they cannot affect who I am if I do not let them.
New Leaders on board
EAM F&B - Nabiel Nakib
New Leaders on board
Executive Chef - Erik Fettke
Section 3 Feed your mind! Fun learning sessions
Shangri-La Academy - New Course
This course is designed for specific target groups (GMs, User Department who are involved in procurement, Financial Controller and Procurement) to provide all colleagues with a comprehensive understanding of the key changes in our new Procurement Policy throughout the procurement process. The primary objective of this course is to ensure that everyone is aligned with our revamped procurement process. After completing the course, you should be able to have a better understanding of the procurement policy to ensure strict governance throughout the procurement process.
New BSC Learning Programmes
Core Learning Programmes for Everyone
For Selected Supervisors and Managers
For GM, RM and EXCOM
Leadership Transformation Workshop
ESG Course: Stay, Savour & Shine
Junior Leaders Program
Colleagues Wellbeing Course
Emerging Leaders Program
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Anti Bribery & Corruption
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Shangri-La Western Tea Training
On March 25th and 26th, we conducted two training sessions on Shangri-La Tea led by Lilanka Nivanthi Botejue from Wilmar. The sessions were packed with fascinating details about the tea's origins and the various types of tea used at the resort. The training concluded with practical sessions, where participants were tasked with preparing and presenting a tea to the facilitator, explaining the preparation and serving process.
Junior Leaders Program
On March 9th, we commenced our 7th batch of the Junior Leaders Program; a leadership initiative designed for our L4 Leaders to enhance their skills and behaviors. Throughout this program, participants will undergo six modules focused on Shangri-La Culture Competencies. Through experiential tasks, mentoring and projects, they will be able to reflect their self and enhance their leadership skills.
JLP & ELP Graduation
Our first batch of ELP finally made it. We took the opportunity to celebrate the graduation of our first ELP batch along with the JLP batches of 2023. The Junior Leaders also got to witness the presentations of our Emerging Leaders to the management team.
We can’t wait to celebrate more leaders soon!
Learning Specialist and On Job Training We conducted the Shangri-La Learning Specialists Program specifically for our Departmental Trainers as a mandatory program that aimed at enhancing their skills and knowledge. The primary goal is to equip the departmental trainers with the necessary tools to effectively conduct training sessions for their respective teams within the department. The program content is centered around cultivating a deeper comprehension of learning principles and facilitation skills for all learning leads across Shangri-La. Subsequently, we provide on-the-job training opportunities for participants to apply their newfound skills in practical training scenarios.
Public Speaking
Public Speaking is the act of delivering a speech or presentation to an audience. It involves communicating information, ideas, or opinions in a clear, organized, and engaging manner to capture the attention and interest of the listeners. We conducted several sessions for our team to enhance their communication skills and increase their confidence that will lead to better engagement with the guests and the team.
Team Building
The L&Q team, conducted the first team building session last March that included activities which were designed to enhance cohesion, collaboration, and morale among the team. In this session, we had colleagues from different departments who got to know each other and started to build team work. It was a fun and engaging session which everyone enjoyed and we look forward to conducting more of these.
Section 4 Moments of Joy and Trip Advisor Ranking
Moments of Joy
Mohammed Al Hadi SM - Asst. Concierge Manager
Nancy Samy SL - Guest Relations
For the first quarter of this year, we acknowledged 120 super colleagues through our "Moments of Joy" Awards. Aside from the monetary incentives, our colleagues were able to select alternative rewards such as coaching/mentoring sessions and breakfast with EXCOM members. . Ms. Fatma Al Sulaimani, the new Director of Human Resources, was chosen by Nancy & Mohamed for the alternative incentives, which resulted in Happy Moments and Motivation for them.
Trip Advisor
When we started this initiative over a year ago we weren’t sure where this was going. However, with the leaders, the teams dedication and willingness to improve, we managed to climb up the Trip Advisor Ladder. Out of 620 Restaurant in Muscat we have 3 in the top 20, 3 in the top 50 and one in the top 100.
We will continue to aim higher and ensure we remain on TOP!
Section 5 Colleague and Corporate Social Responsibility Activities
Muscat Marathon
Shangri-La Muscat continues to take part in the annual Muscat Marathon that was organized by Muscat Road Runners in February 2024. This marathon not only promotes wellness among colleagues, but also aligns with our corporate social responsibility efforts, as the funds of the event contribute to charity.
International Women’s Day
Every year on March 8 the world celebrates International Women’s Day as a focal point in the women’s rights movement. It is an opportunity to reinforce the fact that everyone has a role to play in forging a more gender-balanced world. IWD is for celebrating the achievements of women and/or calling for gender parity. In SLMU & SLMH, we visited every department to honor and celebrate female colleagues on this significant occasion.
Mother’s Day
We honor all the dedicated mothers who selflessly sacrifice to provide the best possible life for their families. Their exceptional and commendable efforts are truly inspiring!
We salute all our hardworking Mothers at Shangri-La Muscat!
Qaranqasho In the middle of the holy month of Ramadan and as a tradition in Oman, people celebrate Qaranqasho. This event invites kids to celebrate the completion of the half of the month by sharing candies and sweets with them. We hosted Qaranqasho in Shangri-La Muscat where we invited all the kids in house to join us in this beautiful occasion.
Earth Hour
Earth Hour is an annual event observed worldwide. This year it fell on the 27th of March. During this event individuals, communities, and organizations turn off unessential lights and electrical appliances for one hour as a symbolic gesture to raise awareness about the importance of taking action against climate change and promoting sustainability. SLMU & SLMH have participated in this important hour as part of the sanctuary initiative by turning off the lights in the resort and by placing the candles on the beach to create the logo of earth hour to raise awareness about it among both guests and colleagues.
Happy Easter
Our colleagues organized a fun-filled day for our guests with many activities and the highlight of the event was the “Easter Egg Hunt” which turned out to be a successful and very memorable event.
Boom Your Heart Together with the International Specialized Center for heart & vascular diseases (HVC Oman), we organized a health check-up campaign (Boom your health) for colleagues at the resort for their well-being - Awareness on heart disease. The “Boom your health” event included a Cardiovascular Consultation, GP Consultation, Blood Sugar Check-up, Blood pressure check-up, Physical examination, Well Being Check-UP and Future Guidelines.
HEALTH IS WEALTH!
Section 6 Guest Engagement Performance
GUEST ENGAGEMENT PERFORMANCE
AL HUSN HOTEL
82.11% Sco re Target: 77.2%
75.14% Score Target: 72.2%
95.37% Score Target: 94%
OVERALL STAYING EXPERIENCE
PROBLEM HANDLING
PROBLEM FREE
Score Target: 94% 94.25%
Score Target: 92.5% 92.9%
Score Target: 89.1% 89.34%
SERVICE ATTENTIVENESS
INTERNET
ARRIVAL
GUEST ENGAGEMENT PERFORMANCE
AL BANDAR HOTEL
78.72% Sco re Target: 75.3%
70.67% Score
91.87% Score Target: 90%
Target: 67.9%
OVERALL STAYING EXPERIENCE Score Target: 88.7% 90.49% SERVICE ATTENTIVENESS
PROBLEM FREE
PROBLEM HANDLING
Score Target: 88.9% 91.17%
Score Target: 84.1% 80.97%
INTERNET
ARRIVAL
GUEST ENGAGEMENT PERFORMANCE
AL WAHA HOTEL
76.67% Sco re Target: 73.3%
63.58% Score Target: 61.9%
86.43% Score Target: 86.9%
OVERALL STAYING EXPERIENCE
PROBLEM FREE
PROBLEM HANDLING
86.01%
Score Target: 85.1% 84.89%
Score Target: 80.3% 77.52%
Score Target: 85.5%
SERVICE ATTENTIVENESS
INTERNET
ARRIVAL
GUEST ENGAGEMENT PERFORMANCE
COMPLEX
79.52% Sco re Target: 74.9%
69.95% Score
91.66% Score Target: 90%
Target: 66.2%
OVERALL STAYING EXPERIENCE Score Target: 88.9% 90.68% SERVICE ATTENTIVENESS
PROBLEM FREE
PROBLEM HANDLING
Score Target: 88.6% 89.99%
Score Target: 84.1% 83.44%
INTERNET
ARRIVAL
Happy Easter
&
Eid Mubarak
May these times bring peace to everyone and Wishing you all and your families a wonderful Celebration!
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