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
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