Wander far, return inspired
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Sheikh Zayed Road
P.O. Box 75880
United Arab Emirates
Contents
1.The Influence by Leadership by Mr. Hakan Ozel 2.A word from the Resident Manager 3.Editor's Foreword 4.Compete to win 5.Obsess over customer experience 6.Do Good 7.Employee Activities 8.New Management Colleagues 9.Learning & Development
The influence by leadership
By Hakan Ozel Vice President Operations & General Manager, Shangri-La Dubai
Introduction In the dynamic nature of business, achieving meaningful results requires more than strategic plans and innovative ideas. It demands the ability to effectively influence those who execute the plans. Leadership is not merely about giving orders and sharing expectations. It is about influencing employees and business partners in organizations while inspiring, guiding, and empowering them to perform at their best while fostering a culture of collaboration and accountability. Particularly, effect of influencing others to execute the functions of management lies at the heart of translating vision into action and ensuring that organizational goals are met with enthusiasm and dedication. Influence begins with understanding the employees, business partners and business itself. Leaders who take the time to understand their employees, their strengths, weaknesses, aspirations, and motivations are equipped better to connect with them on a personal level. This connection builds trust, which is the cornerstone of influence. Trust is cultivated through consistency, transparency, and empathy. Employees are more likely to follow a leader who demonstrates integrity and genuinely cares about their well-being. The same is applicable for business partners who are not direct reports like employees, but at the peers level to achieve organizational goals..
Effective leaders prioritize relationship-building. They engage in active listening, supporting open communication channels in candid environments where employees feel heard and valued. By addressing concerns, offering Article from Global Trend Monitor magazine, April issue support, and acknowledging contributions, leaders create an environment where employees feel invested in the success of the organization, and achieve their personal and career goals. Strong relationships encourage loyalty and commitment, which are critical for achieving business results.
Clarity is another pillar of influence. Employees need to understand what is exactly expected of them and how their roles contribute to the larger organizational objectives. Clear expectations eliminate uncertainty and provide a roadmap for success. When leaders articulate these expectations effectively, they empower employees to focus their efforts on tasks that matter, aligning individual goals with collective outcomes.
Different leadership styles offer different levels of influence. The effectiveness of a style often depends on the context and the team's as well as partnership composition. Transformational leaders inspire employees by offering an exciting and persuasive vision for the future and motivate them to exceed expectations in line with this vision. They encourage innovation, foster a sense of purpose, and lead by example. This style is especially effective in driving significant changes in business and organization and achieving ambitious business results. Servant leaders prioritize the needs of their employees, ensuring that they have the resources and support necessary to improve and achieve. By putting the team first, servant leaders build trust and loyalty, which can lead to sustained success and a positive work culture. Transactional leaders focus on structure and rewards. They set clear goals and offer variety of benefits for achieving them while addressing lapses and gaps in performance. This style can be effective in environments where stability and efficiency are paramount. And finally, situational leaders adapt their approach based on the circumstances and the readiness of their team. By being flexible and responsive, they ensure that influence is tailored to the current needs while maximizing the impact. Influence is not a one-size-fits-all process; it requires strategic application of techniques based on the team and the organizational goals. Leaders who empower employees encourage them to take ownership of their work. By delegating authority and responsibility, providing freedom, and supporting decision-making, leaders enhance confidence and creativity, leading to improved performance and innovative solutions. Acknowledging achievements and providing additional benefits boosts morale and motivates employees to maintain high levels of productivity. Recognition can be in many forms, from verbal praise to tangible rewards, but the impact remains significant. Investing in the growth of employees strengthens their capabilities and demonstrates a commitment to their professional improvement. Through mentorship, training, and constructive feedback, leaders influence employees to strive for excellence and continuous improvement. Finally, employees look to their leaders as role models. When leaders exhibit dedication, integrity, and a strong work ethic, they set a standard for others to follow. Leading by example fosters respect and motivates employees to emulate positive behaviors. Influencing employees is not without its challenges. Resistance to change, acceptance of superiority, communication barriers, and mismatched and confusing priorities can hinder progress. Furthermore, hidden competing commitment plays a key role in lack of progress in business. Effective leaders address these challenges with patience, clarity of roles, effective relationships and communications, helping people to overcome their limitations to become more successful, uncovering competing commitments to cope with their inner conflict that is preventing them from achieving their goals and helping them to get rid of their big and irrelevant assumptions, explaining common benefits, adaptability to change and problem-solving skills. They keep lines of communication open, seek feedback, and remain strong in their commitment to the team and the organization's success.
Conclusion Influencing employees on business results is both an art and a science. It requires a blend of emotional intelligence, strategic thinking, and adaptability. By building trust, setting clear expectations, employing effective leadership styles, and using targeted techniques and helping them to uncover their competing commitments, leaders can inspire employees and business partners to achieve their goals that drive organizational success. The ability to influence others is a defining trait of great leadership and a powerful tool for creating a driven and purposeful organization.
from the Resident Manager
As we close the second quarter of 2025, we are proud to share a comprehensive overview of our operational achievements, performance highlights, and strategic developments. This quarter has been defined by record-breaking performance, enhancements to our guest offerings, and a renewed commitment to delivering excellence across every aspect of our operations. One of the standout successes this quarter was the reimagined Iftar experience at iKandy. With a complete revamp and relocation to our iKandy rooftop venue, the offering surpassed expectations, exceeding last year’s performance by 1,400 covers and generating AED 266,000 in additional revenue. This represents a remarkable growth of 73% in volume and 100% in revenue, underscoring the strength of our culinary concepts and the appeal of elevated experiences. Guest satisfaction remained a strong point in Q2, with an impressive average Overall Service Experience (OSE) score of 95.11 at the time of reporting. Our Arrival Experience Score reached a record-high of 94.70%, marking a 0.64% improvement compared to the same period last year and setting a new benchmark since the hotel’s opening. Guest feedback has been overwhelmingly positive, with numerous commendations for our colleagues, particularly the team at Horizon Club Lounge, who continue to provide exceptional and personalized service. Innovation in food and beverage was another major focus this quarter, with the introduction of several new offerings. Horizon 42, the Hoi An Business Lunch, and the Dunes Terrace takeaway coffee cart have all been launched as new revenue centres, enriching the guest experience and diversifying our F&B portfolio. These initiatives have been well received, reflecting our ongoing commitment to dynamic and relevant dining options. Operationally, we continued to lead in the region in several key areas, notably achieving the number one position in the Middle East, India, and Africa (MEIA) region for EZY Clean system utilization. With a 96% task completion rate, this result is a testament to the discipline and efficiency of our housekeeping and operations teams. A cornerstone of our success continues to be the investment in our people. Over 50 training workshops during Q2, with a strong focus on personalized guest service, leadership development, and cultural sensitivity. These programs are vital to maintaining our high standards and fostering a culture of excellence and care. Our culinary distinction was once again recognized with our inclusion in the MICHELIN Guide Dubai 2025 for the fourth consecutive year. This accolade reaffirms our place among the top dining destinations in the city. Q2 also saw the introduction of new buffet theme nights at Dunes, with a full re-launch scheduled for September. In addition, our non-alcoholic beverage offerings were significantly enhanced with the inclusion of premium brands such as Wild Idol Sparkling, Saicho Sparkling Tea, and award-winning non-alcoholic spirits, catering to evolving guest preferences. Looking ahead to Q3, we are focused on sustaining this momentum through several key initiatives. These include the installation of wet amenity dispensers in all guestrooms to reduce single-use plastic, and the much-anticipated opening of Horizon 42 Lounge, which will feature a premium alcohol selection and an elevated experience. We also aim to strengthen engagement with our loyalty program by increasing enrolment and redemption among SLC members. Finally, we are preparing for the Mid-Autumn Festival celebrations in September and October, which promise to deliver unique cultural experiences for our guests.
As always, the continued success of Shangri-La Dubai is a reflection of the passion, dedication, and excellence of our team. Thank you for making our hotel a beacon of true hospitality. Let us carry this energy and achievement forward into Q3 and beyond.
With sincere appreciation,
Luke Groves
Editor’s foreword
Some of us are busy chasing sunsets and new horizons to #findourShangriLa this summer; but before we get too lost in vacation mode, we’re unzipping our baggage of memories from the past quarter. From tree planting to team bonding (and everything in between), here’s a roundup of what we’ve been up to; because great stories deserve to be shared. Not all who wander are lost…Safe travels...we’ll see you on the flip side!
Compete to win
Thursday, June 18, 2025
Straight from HQ , it ’ s official — Shangri - La Dubai has stolen hearts ( again )! Crowned one of the most beloved hotels across the Shangri - La family , this win is all thanks to a dream team living out values like humility , thoughtfulness , and world - class charm . To our guests , colleagues , and leaders : you didn ’ t just help us win an award — you made us unforgettable . Here ’ s to more magic , more memories , and doing it the Shangri - La way !
More heartfelt stories on Page 2 . Complimentary cookies in the lounge , probably .
PETER LAU & NIKOLAOS TSIMIDAKIS
A Tapestry of Taste: The Subtle Art of Shang Palace
High-quality, fresh ingredients are used to craft authentic dishes full of flavour. Colourful, delicately prepared dim sum is a standout, and the signature Peking duck— carved tableside and served in generous portions—is a must-try. A well-priced business lunch menu offers classic favourites, making Shang Palace a top choice for both casual and professional dining.
Set on the first floor of the Shangri-La Hotel, Shang Palace exudes elegance with traditional Chinese décor, intricate woodwork, and red and gold accents that evoke a refined heritage. The ambiance is serene and sophisticated, perfectly matched by attentive, professional service that ensures every guest feels welcome. The extensive menu highlights the diversity of Chinese cuisine, with a strong emphasis on Cantonese specialities.
Photo courtesy: the amazing Marketing Communications team at Shangri-al Dubai
MICHELIN 2025
MICHELIN 2025
MELWYN COUTINHO Procurement Manager of the Year
THURSDAY, MAY 1, 2025
BREAKING NEWS: Shangri-La’s Own Melwyn Coutinho Named “Procurement Manager of the Year”!
By PETER BAKER
DUBAI - In what could easily headline the Business of Hospitality section in The New York Times, Shangri-La's very own Melwyn Coutinho has clinched the coveted title of “Procurement Manager of the Year” at the prestigious Leaders in Hospitality Awards 2025, hosted by Hotel & Catering News Middle East. Sources close to the celebration (read: the whole Shangri- La family) say the win comes as no surprise. Known for his laser-sharp focus, budget-balancing brilliance, and supplier relationships that could make Wall Street jealous, Melwyn has turned procurement into a high art. His secret? A powerful blend of integrity, strategic vision, and humble leadership—all seasoned with just the right amount of Shangri-La magic. From elevating supplier partnerships to redefining cost efficiency, Melwyn isn’t just managing procurement—he’s reshaping the game. We raise our glasses (and maybe our POs) to Melwyn—a true trailblazer, a quiet powerhouse, and now, an award- winning star.
IMAGE COURTESY: SHANGRI-LA DUBAI
#1
Shangri-La Dubai clinched the #1 spot among Non-China Ambassador Hotels for Shangri-La Circle enrollments and redemptions in 2024! We celebrated with a fun-filled bash, quizzes, and prizes—honoring our amazing Rooms and F&B teams for their passion, dedication, and guest- first spirit. Here’s to more milestones together!
Obsess over customer experience
Dear Mr Ozel,
It was very nice meeting you on the check-out day from our return journey to the UK. Thank you for coming to greet us. Just a small note here to thank you for the most welcoming hospitality given by your superb Hotel Staff and the amazing Horizon Team. The ten days stay at your Shangri-La Hotel for my family this Easter Holiday imprinted such a memory in my children's childhood, to the extent that they would like to extend this tradition to their own families when they grow up.
There are a few special thanks to a few people here and I think you should know:
1) Kunga - whom we met a couple of years ago when we stayed at your Hotel for the first time. She was very kind, lovely and helpful to my children and it was one of the main reasons my children insisted on coming back to your Hotel for this Easter Holiday. My son (10 years old) was very excited to find out Kunga is still working at your Hotel when we arrived. They had a great reunion (lots of hugs) when they saw each other. Kunga has been super caring and shown great compassion to my children - made them feel so settled, comfortable, cared; they skipped around the Hotel just like "Home". They know that they could get all the help they need from Kunga should they need such help, and be totally pampered. My children just adore her and want to come back to see her again! 2) Kopila, Karim, Keith and all other incredible Horizon Team members. Kopila warmly greeted us on our arrival day as well as our departure day and she cared very much as to how we were finding our stay, our Bedroom and in general, the Lounge services. It was very nice meeting her. Karim, who took tremendous care of our dining and lounging experiences, showed great attention to details as to how we would like to sit and dine for our entire stay. He set the table exactly how we would like it to be, plus remembering everyone's preferred drinks when we arrived, and greeted us with a sincere warm smile every time - from my many years of travel and dining experience I would say this is definitely a First Class Lounge service from the very top end. Keith, he loved to play and joked with my children and my daughter found him very friendly and has a great sense of humour. My children loved to play with him and asked us if they could go and find Keith and Karim at the Lounge at the Happy Hour everyday after they had their exercise at the swimming pool. All the above, I would say your Hotel - Shangri-La Dubai is one of the very refined hotels in Dubai, given I have experienced many 5* hotels in Dubai for many years and had stayed at the Jumeirah Burj Al Arab and many other luxurious locations. The personal touch from your staff is without doubt the most invaluable asset! I asked my children what was the best part of their stay at the Shangri-La - they both answered "my new friends there"!
We all look forward to returning to your Hotel in the near future and treat it as our second Home in Dubai.
With special thanks and very best wishes,
Dr. Joyce Wong
Dear Hakan,
It gives me great pleasure to share my incredible experience at your Dubai property from April 17 to April 20. This marks my third stay at your hotel this year, and there are many compelling reasons why I keep coming back. As a seasoned business traveller who frequently journeys across the globe and has stayed at numerous Shangri-La properties, I can confidently say that Shangri-La Dubai stands out as one of the very best from a service perspective. From the seamless airport pickup, the efficient check-in process, and the attentive concierge services to the impeccable hospitality at the Horizon Club, the support provided with meeting arrangements, the indulgence at the Chi Spa, and the thoughtful care taken to ensure my room allowed for optimal rest —the attention to detail in every aspect of my stay was truly remarkable. All these elements came together to make me feel completely at home. Hakan, you have an exceptional team. From Archel Dumasal, to Kopila Rai and her outstanding team at the Horizon Club to Abdullah and his team at the Chi Spa—and so many other outstanding team members—each of them embodies the essence of true hospitality. My heartfelt congratulations to you for fostering such an incredible team and for your outstanding leadership in delivering Shangri-La's brand promise of “To treat a stranger as one of our own.” On my next visit, I would greatly appreciate the opportunity to meet you and learn from your exemplary leadership.
Best regards, Vivian Lau
LEADERS OF THE INCENTIVE BOARD Mar- May 2025
I'm attracting positivity
KEITH RUHWEZA
Stop dreaming and start doing
KARIM CADI
Big dreams, small steps, action now
ZINEB ISMAILI
NIKHIL NAZ
SAW SAR NAY BWE
MOHAMED SEOUDI
Waste & Recycling
We participated in a mangrove planting activity at Al Zorah Nature Reserve in Ajman. Under the Shangri-La “Do Good” initiative, each participant adopted a mangrove sapling and paddled by kayak to plant it, promoting environmental preservation. Mangroves, crucial carbon sinks, absorb over 308 kg of CO₂ in their lifetime, protect coastlines, and support marine biodiversity. All profits from the event support marine conservation, reinforcing a shared commitment to a greener, more sustainable future.
ESG ENVIRONMENTAL
ESG ENVIRONMENTAL
Our ESG team organized a community cleaning activity to promote environmental awareness and responsibility.
POSTCARD ith best wishes W
The Emirates Down Syndrome Association visit
COLLEAGUES MANAGEMENT & INTERNS
ADDRESS
Shangri-La Dubai
Sheikh Zayed Road
P.O. Box 75880
Dubai, United Arab Emirates
CHANG GEUN KIM Restaurant Manager
MICHAEL PETERSON Sales Manager - Corporate
ANITA NAMBIAR Director of Marketing Communications
Samuel Renolds
Karen Brenner
SLDB FUN MOMENTS
Enjoy lang!
Always acknowldge messages, SLDB style
SLDB FUN MOMENTS
Au revoir
Guillaume
Ethan Zai jian
EMPLOYEE Activities
4 April WAVE Day th 10th April Beach Cleanup 21 Apri l Easter Strike s t 22 April Mangrove Tree Cleanup nd 28 April TRUDOC Awareness th 6 May International Mothers’ Day th 7 May Health Camp th 15 May International Family Day, EDSA Visit th 5 June World Environment Day th 12 June Philippines Independance Day th 13 June Father’s Day th
THURSDAY, JUNE 12, 2025
What an absolute blast celebrating the
127th Philippine Independence Day with a
fiesta of fun, mouthwatering Filipino-
inspired bites, colorful décor, and non-stop
Pinoy beats. It was a vibrant showcase of
the Philippines’ rich history and warm
soul of Filipino pride! PHILIPPINES MABUHAY FROM
hospitality, and we truly felt the heart and
MAY 6, 2025
MOTHER’S DAY
21st April
15th May
Family Day
FATHER’S DAY
13TH JUNE
LEARNING & DEVELOPMENT
SLC OPERATIONS EXPERT
PIC
EMERGING LEADERS PROGRAM
LEARNING SPECIALIST
SELFIE MODE
P&L ANALYSIS
BABY SITTING
JUNIOR LEADERS PROGRAM
ORIENTATION
WESTERN TEA TRAINING
FIRE LIFE SAFETY
NEW LEARNING SPECIALISTS Pramodhu Krishnamoorthy - Engineering Johanessy Johnson Kafanabo - Engineering
Semson Yadhurshan – F&B Service Christine Jane D. Perez – F&B Service Rhoda Ngesa Akhwale – F&B Service Dwi Rangga Priyutanto – F&B Service
Mukesh Purohit – F&B Service Linh Van Tan Nguyen – Culinary
Omoigho Minister Egberoh - Culinary Abhilash Pushpaleela - Housekeeping Su Thawdar Htein – Human Resources Kashif Faraz - Laundry Abdou Mohamed Elissawi - Reservations
Post card
Reporting live from The Silk Lake House in Hangzhou, where I’ve been invited to help shape the future of Shangri-La’s legendary hospitality. The mission? To test, taste, and trailblaze — experiencing the hotel as a guest while offering feedback that helps perfect our newest gem. Between West Lake views and next-level service, I’m soaking it all in (with Longjing tea in hand). Sending you “hosting” vibes from heaven-on-earth! To. SLDB colleagues
Hangzhou Capital of Tea in China
From your friendly neighbourhood, Alex
From Hangzhou with Love ( and a Dash of Soy Sauce ) with Love (and a Dash of Soy Sauce)
Hangzhou ‘25
From Yang
Hangzhou ‘25
Hangzhou ‘25 To Yin
No one realizes how beautiful it is to travel until he comes home and rests his head on his old familiar pillow. 没 有 人 意 识 到 旅 行 是 多 么 美 好 ， 直 到 他 回 到 家 ， 把 头 靠 在 他 熟 悉 的 旧 枕 头 上
- Lin Yutang
DUBAI
United Arab Emirates
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