The Shangri-La Experience The Shangri- xperience
It’s In Our Nature
Objectives
o Understand What is Shangri-La Experience and Service Standards
o Learn our roles and responsibilities as colleagues & sectional heads
o Be able to train & coach Shangri-La Experience and Service Standards to new colleagues
o How to cascade Shangri-La Experience & Service Standards
WHAT IS SHANGRI-LA EXPERIENCE?
The Shangri-La Experience
Are collection of factors that are vitally important to the power and vitality of our Shangri-La Brand
WHY Shangri-La Experience?
2.Necessary Business Strategy
1. Guest Expectations
Challenges
Own knowledge about SLE
o
Identifying the Gaps
o
o Cascading the Training (Simplification of Process)
o Consistently driving the experience
Role Model ( We Commit)
o
Measuring to ensure it happens
o
Benefits
o Reflection of our Asian values & philosophy and improved
o The brand image
o Improve guest satisfaction
o Standardize products & services
o Reduces DR3
o Improve our Trust You scores
o Improve our LQA scores
2. Necessary Business Strategy
1. Behaviors and Factors that define us
This is Shangri-La
42 000 Rooms
And growing
If we wish to honor our
If we wish to meet Guest expectations
If we wish to succeed
Manifesto
in a competitive field
Road Map To Loyal Guests
o Unique
o Luxurious
o Brand-Differentiated
WHERE DOES IT FIT IN?
Manifesto Vision Values Universal Core Practices
Worldwide Shangri-La Brand Requirements
Introduction during hotel Orientation
(172 behaviors and actions)
(A few hundred specific actions and services)
These are experiences or behaviors
These are the factors that define us….
These are experiences or behaviors
These are the factors that define us….
The Shangri-La Experience
The Shangri-La Experience
Can we each achieve just a few things?
172 behaviors and actions
22 are repeated 150 behaviors and actions
20 are resort-only or child-only
130 behaviors and actions
48 are achieved by executive committee action
82 behaviors and actions across the entire hotel
The Shangri-La Experience
The Shangri-La Experience
Problem Resolution
o Answer the phone within 3 rings and do not place the guest on hold for more than 30 seconds. o If calls are placed on hold, ask permission before doing so, and thank the guest for waiting. o If a call is transferred, make a polite comment before you connect the guest. o If you know or can see the guest’s name, and you feel comfortable saying it, use their name once or twice during the conversation, especially when you end the conversation. o If a guest must wait for you, or if you are interrupted while serving a guest, try to make it less than one minute, and always apologize for any delay.
Problem Resolution
o Listen carefully to what the guest is saying, and try to understand completely what they need and when. o Show the guest that you are really concerned, apologize for any inconvenience, and tell them that you will help them solve the problem. o If you do not feel that you have the best answer or solution, ask a colleague for help or introduce the guest to a manager who can find the best solution. o If the guest’s situation requires that you follow up later, make sure you tell them when you will do so, and make sure that you do. o Engage with the guest by making eye contact and speaking in a friendly and calm voice, so they can hear you and better understand you.
Problem Resolution
o Give the guest your undivided attention at all times.
o Make sure you are always alert and facing the guests, even when you are standing still, and when you move, walk with confidence, never running or seeming confused. o If the guests include elders or children, make a special effort to speak to them respectfully, and for example, by bending down to make eye contact with children. o Make your final comments to the guest warm and friendly, and express genuine thanks for their visit.
Lobby Lounge
Lobby Lounge
Lobby Lounge
o Our Lobby Lounge will feature sophisticated live music from 1500 through evening, with excellent quality sound systems projecting a sense of energy into the lobby
o Our chic lobby colleagues will be attired in Asian- inspired uniforms that have panache
o Striking, elegant and artful displays of florals, food and drink will be prominently placed in the lounge, especially visible to passersby o We will provide a distinctive change in the ambience of the Lobby Lounge from day to evening, for example with changes in uniforms, lighting, sound style, candles, etc.
Lobby Lounge
o Our lounges will feature an extensive range of Asian and/or local teas featured in a prominent and elegant display
o Each Lobby Lounge will feature one tasteful signature feature for which it is known.
o Our wines and spirits will feature a wide selection, including a minimum of eight red and eight white, and luxury brand champagnes by the glass, reflecting various price-points o We will serve unique Asian or locally inspired complimentary snacks; guests ordering wine will receive special snacks that differ from guests ordering cocktails
Lobby Lounge
o We will be especially attentive to guest comfort and engagement, for example by ensuring that chairs and pillows are well-arranged, and bending or kneeling when speaking to guests on low seats to achieve eye-level contact o We will speak with guests calmly and discreetly, not interrupting conversations or asking obvious questions; and conversations amongst colleagues will be quiet and minimal o Our service will be attentively and seamlessly paced so that the guest never experiences noticeable delays or must signal for service
Lobby Lounge
o Whenever a guest has accepted our recommendation, the colleague giving the recommendation will show sincere interest and return to ask how they enjoyed it o We will present our checks in distinctive folders/trays that are Asian or locally inspired, not a typical folder; when guests are reviewing the check, we will step away to allow privacy
o When children and elders are present, we will give them special recognition
o We will ensure that activities and events in the adjacent lobby area will not affect the ambience of the Lobby Lounge
Cocktail Bar
Cocktail Bar
o We will serve drinks stylishly, through glassware, napery and garnishes that are interesting, unique and locally inspired
o We will prepare and present our drinks with panache, such as showmanship behind the bar, shaking and pouring martinis tableside and using modified club service o Our wines and spirits will feature a wide selection, including a minimum of eight red and eight white, and luxury brand champagnes by the glass, reflecting various price-points o We will serve unique, Asian or locally inspired complimentary snacks; guests ordering wine will receive special snacks that differ from guests ordering cocktails
o Our tabletops will always be preset with an element of interest, such as local accents, florals, and candles in the evening
Cocktail Bar
o We will be especially attentive to guest comfort and engagement, for example by ensuring that chairs and pillows are well-arranged, and bending or kneeling when speaking to guests on low seats to achieve eye-level contact
o Our service will be attentively and seamlessly paced so that the guest never has to wait or signal for service
o When wine or cocktail assistance is requested, we will engage by asking multiple questions to determine guest preferences, make appropriate recommendations accordingly with helpful descriptions o Whenever a guest has accepted our recommendation, the colleague giving the recommendation will return to ask how they enjoyed it
Cocktail Bar
o When wine or cocktail assistance is requested, we will engage by asking multiple questions to determine guest preferences, make appropriate recommendations accordingly with helpful descriptions o Whenever a guest has accepted our recommendation, the colleague giving the recommendation will return to ask how they enjoyed it o We will present our checks in distinctive folders/trays that are Asian or locally inspired, not a typical folder; when guests are reviewing the check, we will allow privacy
When do I Implement?
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