Q4, 2025
MARHABA
OBSESS OVER CUSTOMER EXPERIENCE
In November, Ms. Camara, our valued long-stay guest, dined at Shang Palace with her father, who follows a strict gluten-free diet. When she requested Himalayan salt, which was not available at the time, Yang Xu, Supervisor – Shang Palace, responded with true Thoughtfulness and a genuine commitment to Obsessing Over Customer Experience. With approval from the Director of Food & Beverage, Yang took personal ownership, travelled to Dubai Mall, and purchased the Himalayan salt himself. He returned within 25 minutes, just as the main course was being served, and presented it to Ms. Camara and her father, who were deeply touched by the gesture. At the end of the meal, Ms. Camara thanked every Shang Palace colleague personally for the exceptional care she received. For the Shang Palace team, Ms. Camara is more than a guest; she is part of the Shangri-La family. Since her first visit in June, she has shared how much she appreciates our service and colleagues, often saying that Shangri-La Dubai is the only place she chooses to stay when in the city.
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