Regional L&D Catalogue 2019 - SLIM DUBAI

REGIONAL L&D CATALOGUE

SLIM DUBAI 2019

Dear General Managers and Directors of Human Resources,

WELCOME

On behalf of SLIM Dubai, we are pleased to present our offer of learning solutions for 2019.

We continue the journey to foster a culture of learning, with only one vision in mind:

“To be the trusted business partner that creates value to the organisation through transformational learning for everyone” – Shangri-La Academy Vision

As we move into 2019, we have handpicked a selection of exciting programmes that your hotels will be able to benefit from; continuing to pioneering transformational learning experiences aligning our L&D performance to BSC objectives.

Following our Global L&D Strategy, the content has been organised in three main components:

- Leadership Development Programmes - Functional Programmes - Essential Programmes on Luxury

Further, later this year when we roll out our global Shangri-La Academy Online, our colleagues will be able to benefit from virtual programs increasing capabilities and a main focus on developing people.

We look forward to continue our partnership and to visit your hotels this year to facilitate your selection from the catalogue.

Warmest regards, HR Team, SLIM Dubai.

CONTENT

SHANGRI-LA GLOBAL LEARNING PROGRAMMES

Our core learning programmes aim to successfully integrate our colleagues at all levels with Shangri-La as a brand, emphasising the most important elements of our organisational culture and compliance.

New Colleague Orientation (NCO)…………………………………………………………………………………………………………………………………………….............. Shang-Care Series 1 to 4…………………………………………………………………………………………………………………………………………….……………………….... Shangri-La Food Safety Management System SFSMS ……………………………………………………………………………………………………….....………….……. Fire and Life Safety (FLS)………………………………………………………………………………………………………………………………………………………………………… Security Awareness ……………………………………………………………………………………………………………………………………………………………………..……….. Personal Data Protection…………………………………………………………………………………………………………………………………………………………………..….. Environmental Health and Safety…………………………………………………………………………………………………………………………………………………………… Prevention of discrimination in the workplace……………………………………………………………………………………………………………………………….………

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SHANGRI-LA GLOBAL LEADERSHIP DEVELOPMENT PROGRAMMES

FOR SENIOR LEADERS: - Strategic Leaders Program (SLP)……………………………………………………………………………………………………………………………………………………………………………… FOR MID-MANAGERS: - Emerging Leaders Program (ELP)………………………………………………………………………………………………………………………………………………….…………………………. FOR SUPERVISORS: - Junior Leaders Program (JLP)……………………………………………………………………………………………………………………………………………………………………………........

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CONTENT

REGIONAL LEADERSHIP PROGRAMMES – DESIGNED BY SLIM DUBAI

DRIVES BUSINESS RESULTS: - Finance for non-financial leaders …………………………………….. - Leading a culture of guest centricity……………..…………………. - Identifying business priorities………………………………………….. PAGE 11

•

LEADS TEAMS: - Strategic Planning Graphic Workshop………………………………... - Enabling a culture of Empowerment…………………………………. - Engaging Millennials………………………………………………………….

•

PAGE 17

• BUILDS COLLABORATIVE PARTNERSHIPS:

DEVELOPS PEOPLE: - iDevelop Series: Coaching, Mentoring & Counselling……….. - Start with WHY…………………………………………………………………. - Leading with Emotional Intelligence…………………………………. DEVELOPS SELF: - 7 Habits of Highly Effective People…………………………………… - Choosing to succeed deliberately…………………………………….. - The impact of your Leadership brand……………………………….

•

- The Leadership of Team-Bonding for senior leaders……….. - The Leadership of Team-Bonding for managers………………. - The Psychology of collaborative teams……………………………. DRIVES INNOVATION: - Design Thinking Workshop…………………………………………….. - Managing and embracing transformation………………………. - Thinking models to drive innovation……………….………….…..

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PAGE 19

•

PAGE 15

PAGE 21

CONTENT

REGIONAL FUNCTIONAL PROGRAMMES

SALES AND MARKETING CONTENT

• FOR DIRECTORS OF S&M: - Leading success through commercial thinking………………………………... • FOR SALES AND MARKETING TEAMS: - Driving success through effective sales……………………………………………

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FOOD AND BEVERAGE CONTENT:

• FOR SENIOR FOOD AND BEVERAGE & CULINARY LEADERS: - Strategic F&B Thinking to position outlets……………………………………... • FOR F&B FRONT-LINE TEAMS: - Upselling F&B Workshop……………………………………………………………….. FOR ALL OPERATIONAL DEPARTMENTS: - Leading loyalty through guest engagement………………………………….. - Handling and resolving guest complaints effectively……………………. - Suggesting, Up-selling and cross-selling……………………………………….

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PAGE 27

FOR ANY FACILITATORS OF LEARNING (Dept. Trainers, Angels, etc) - Learning about Learning Workshop……………………………………………….

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CONTENT

REGIONAL LUXURY PROGRAMMES

LUXURY PROGRAMMES

• FOR LEADERS: - Luxury Immersion for Leaders……………………..………………………………... - • FOR FRONT-LINE COLLEAGUES: - The Shangri-La Luxury Attitude………………………………………………...….. PAGE 32 PAGE 33

SHANGRI-LA CORE LEARNING PROGRAMMES

SHANGRI-LA CORE LEARNING PROGRAMS

GUIDELINES

MONTH 1: FIRST 30 DAYS

MONTH 2: WITHIN 60 DAYS FROM DAY 1.

TOPICS:

• Shangri-La’s: leaders, history, brands, values, CSR. Hotel specific information (Tour of the hotel). DURATION: 1 Day FACILITATOR: L&D Manager Executive Team also present. •

DURATION: 1 Day FACILITATOR: L&D Manager / Certified Angels

DURATION: 5 hours FACILITATOR: L&D Manager / Certified Angels

DAY 5

DAY 4

DAY 1

DAY 2

DAY 3

DEPARTMENT INDUCTION (BUDDY SYSTEM)

NEW COLLEAGUE ORIENTATION

CORE COMPLIANCE ORIENTATION

SHANG-CARE 1 & 2

SHANG-CARE 3

SHANG-CARE 4

N E W

DURATION: 5 hours FACILITATOR: L&D Manager / Certified Angels

TOPICS: •

C O L L E A G U E

SFSMS

FLS

• • •

Personal Data Protection Environmental Health and Safety Prevention of Discrimination in the workplace DURATION: 1/2 Day FACILITATORS: L&D Manager, Dir. of Security, FLS Manager, EHS Manager. •

THIS ONBOARDING JOURNEY IS TEMPORARY AS WITH THE LAUNCH OF THE SHANGRI -LA ONLINE PORTAL SIGNIFICANT CHANGES WILL HAPPEN AFTER JULY 2019.

GLOBAL LEADERSHIP DEVELOPMENT

SHANGRI-LA GLOBAL LEADERSHIP PROGRAMMES

JUNIOR LEADERS PROGRAM (JLP)

STRATEGIC LEADERS PROGRAM (SLP)

EMERGING LEADERS PROGRAM (ELP)

• Explore what makes strategic leaders at Shangri-La? • Learn steps that demonstrates strategic thinking. • Develop a long-term business plan.

• Learn foundational leadership concepts for first time leaders. • Identify what expectations are associated to becoming a leader

• Learn foundational leadership concepts for mid-managers. • Learn the multiple functions associated to effective leaders • Understand business models to drive business results.

OBJECTIVES

General Manager and Hotel Executive Committee

Level 4 leaders Level 5, future supervisors

Level 2 and Level 3 leaders.

AUDIENCE

Pre-work. 6 modules of 4 hours each. One module each 2 weeks.

Pre-work. Workshop: 2 Days

6 modules of 90 minutes each. One module each 2 weeks.

DURATION

Increase business long-term plans focusing the ExCom in Strategic Design. Daniel Agudelo AVP HR- Learning & Development MEIIO & EUNA

•

Provide the basic skills for first time supervisors.

•

Increase leadership skills and capabilities for success.

•

R.O.I

Hotel Learning & Development Manager. In Design at this moment by the Global Learning Team.

Hotel Learning & Development Manager and accredited Ambassadors (ExCom leaders).

FACILITOR

REGIONAL LEADERSHIP DEVELOPMENT Drives Business Results

REGIONAL LEADERSHIP DEVELOPMENT PROGRAMMES – SLIM DUBAI DRIVES BUSINESS RESULTS

IDENTIFYING BUSINESS PRIORITIES

FINANCE FOR NON-FINANCIAL LEADERS

LEADING A CULTURE OF GUEST CENTRICITY

- What constitutes a business priority? - Time management techniques - Managing workplace expectations - Structuring & planning priorities

- Learn Financial terms & definitions - How to read daily financial reports - Using data to identify business opportunities

- TrustYou Reports - LQA Standards Reports

- Profiling guests through behaviors - How to train standards on the job - Anticipating guest needs

OBJECTIVES

Any current leaders who would benefit from time management & prioritization.

Current leaders with opportunity to understand how to read data.

Level 2, 3 and 4 leaders from operational departments.

AUDIENCE

Pre-Work: 1 hour Workshop duration: 7 hours.

Pre-Work 30 minutes. Workshop duration: 6 hours.

Pre-Work: 30 minutes Workshop duration: 7 hours.

DURATION

• Increase productivity • Increase focus and performance • Apply structural models for effective work

• Understanding of business data • Optimisation of data analysis • Ability to infer business outcomes through data

• Increase TrustYou satisfaction scores • Increase LQA performance scores Rushali Shetty Service Excellence Manager For MEIIO properties.

R.O.I

Daniel Agudelo AVP HR- Learning & Development MEIIO & EUNA

FACILITOR

Kristi Grotsch Dir. Of L&D Shangri-La Toronto For EUNA properties Our Guests

Our Business

Our Guests

REGIONAL LEADERSHIP DEVELOPMENT Builds Collaborative Partnerships

REGIONAL LEADERSHIP DEVELOPMENT PROGRAMMES – SLIM DUBAI BUILDS COLLABORATIVE PARTNERSHIPS

THE PSYCHOLOGY OF COLLABORATIVE TEAMS

THE LEADERSHIP OF TEAM-BONDING FOR SENIOR LEADERS

THE LEADERSHIP OF TEAM-BONDING FOR MID-MANAGERS

- Identify your Empathy Quotient - What makes successful collaboration among teams? - Exercises to foster team participation - How to manage difficult conversations

Explore through games and activities what makes senior teams bond: - Identify your own strengths as a leader - What constitutes teams dynamics - Leading Vs. Following

Explore through games and activities how to increase team-binding among peers: - Identify your Myer Briggs Personality type - What constitutes teams dynamics

OBJECTIVES

Level 1, 2, 3 & 4 Leaders.

GM + ExCom.

Level 3 and 4 leaders

AUDIENCE

Pre-Work: 30 minutes Workshop duration: 7 hours.

Pre-Work: 1 hour. Workshop duration: 2 Days

Pre-Work: 1 Hour Workshop duration: 2 Days

DURATION

• Increase understanding on how to collaborate among senior leaders. • Use your strengths to form business relationships.

• Increase team collaboration. • Decrease team-conflict. • Create stronger synergies among teams. • Increase guest engagement scores.

• Increase synergy and collaboration among mid-managers • Use your personality type to have a positive effect on relationship-building

R.O.I

Dirk-Jan Rijks VP HR & Daniel Agudelo AVP HR – Learning & Development MEIIO & EUNA Our People

Daniel Agudelo AVP HR- Learning & Development MEIIO & EUNA

FACILITOR

Our People

REGIONAL LEADERSHIP DEVELOPMENT Drives Innovation

REGIONAL LEADERSHIP DEVELOPMENT PROGRAMMES – SLIM DUBAI DRIVES INNOVATION

DESIGN THINKING WORKSHOP

THINKING MODELS TO DRIVE INNOVATION

MANAGING AND EMBRACING TRANSFORMATION

- Learn Thinking Models for project management. - Improve guest experiences through Reverse Thinking Principles. - Apply the model to operational settings to enhance results.

- Learn how to articulate the root-cause of a potential operational issue - Learn the steps of Design Thinking - Apply Design Thinking for sustained solutions

- Different types of organizational change - Leading and managing change - Effects of change on individuals & teams - Removing barriers to mobilise change

OBJECTIVES

GM + ExCom. L2, L3 and L4 leaders.

GM + Excom L2, L3 and L4 leaders.

L1, L2, L3 & L4 Leaders.

AUDIENCE

Pre-Work: 30 minutes Workshop duration: 7 hours.

Pre-Work: 30 minutes 7 Hours

Pre-Work: 45 minutes Workshop duration: 7 Hours

DURATION

• Increase on guest satisfaction scores. • Increase organizations' innovation.

• Resolve long-term issues through novel thinking. • Apply a methodology to drive innovative thinking.

• Become more effective into managing & leading organizational change. • Decrease negative impact of change.

R.O.I

Daniel Agudelo AVP HR- Learning & Development MEIIO & EUNA

L&D Managers / Directors at property.

FACILITOR

Our Guests.

Our People

Our Guests, Our People

REGIONAL LEADERSHIP DEVELOPMENT Leads Teams

REGIONAL LEADERSHIP DEVELOPMENT PROGRAMMES – SLIM DUBAI LEADS TEAMS

ENABLING A CULTURE OF EMPOWERMENT

STRATEGIC PLANNING GRAPHIC WORKSHOP

ENGAGING MILLENNIALS

- Learn the generational characteristics of the millennial population. - Understand the preferred leadership styles to enhance millennials performance.

- Align your teams and design a long-term business strategic plan. - Apply the steps designed by Norton & Kaplan (BSC creators) to maximise business strategic direction

- Identify your Myers Briggs Typology and use it to empower teams. - Learn what makes empowerment in action. - Foster a culture of decision-making to improve guests’ experience. GM + ExCom L2, L3 and L4 leaders.

OBJECTIVES

GM + ExCom. L2, L3 and L4 leaders.

GM + ExCom + Key leaders L2s

AUDIENCE

Pre-Work: 30 minutes Workshop duration: 6 hours.

Pre-Work: 3 hours Workshop duration: 2 Days

Pre-Work: 1 hour Workshop duration: 7 Hours

DURATION

• Increase millennials work engagement. • Decrease generational conflict. • Increase millennials performance.

• Work towards a shared purpose and in alignment with the Global Strategy • Increase business performance by defining long-term sustainable plans.

• Decrease problem incidence rate. • Increase problem resolution scores. • Increase TrustYou scores.

R.O.I

L&D Managers / Directors at property.

Daniel Agudelo AVP HR- Learning & Development MEIIO & EUNA

FACILITOR

Our Business, Our Guests.

Our People, Our guests.

Our People

REGIONAL LEADERSHIP DEVELOPMENT Develops People

REGIONAL LEADERSHIP DEVELOPMENT PROGRAMMES – SLIM DUBAI DEVELOPS PEOPLE

LEADING WITH EMOTIONAL INTELLIGENCE

START WITH WHY Based on Simon Sinek’s work

iDEVELOP SERIES: COACHING, MENTORING & COUNSELLING

- Learn how to influence teams by structuring a strong purpose - Break old patterns of work and activate team efficiency applying the principles of Start with Why by Sinek. - Understand the effects of purpose in people’s performance. GM + Excom L2, L3 and L4 leaders.

- Identify your EI quotient. - Learn effective communication to maximise results and capabilities. - Explore the sociology of perception. - Understand the effects as a leader on people.

- Learn how to coach and mentor effectively applying psychological evidence-based models. - Learn how to improve performance through formal counselling.

OBJECTIVES

GM + ExCom + L2, and L3 leaders.

GM + ExCom. L2, L3 and L4 leaders.

AUDIENCE

Pre-Work: 45 minutes 7 hours.

Pre-Work: 45 minutes 3 modules of 4 hours each + post learning circle.

Pre-Work: 20 minutes 7 Hours

DURATION

• Increase colleague engagement. • Improve productivity. • Increase peoples’ social connectedness.

• Increase colleagues motivation. • Increase performance. • Decrease absenteeism.

• Increase people’s performance. • Decrease conflict in the workplace.

R.O.I

Transfer training to hotel L&D in 2 days by: Selva Thangavel - L&D Manager Shangri-La & Traders Abu Dhabi. Upon transfer: L&D Managers / Directors at property.

Daniel Agudelo AVP HR- Learning & Development MEIIO & EUNA

FACILITOR

Our People.

REGIONAL LEADERSHIP DEVELOPMENT Develops Self

REGIONAL LEADERSHIP DEVELOPMENT PROGRAMMES – SLIM DUBAI DEVELOPS SELF

THE IMPACT OF YOUR LEADERSHIP BRAND

CHOOSING TO SUCCEED DELIBERATELY Based on the Art of Deliberate Success

7 HABITS OF HIGHLY EFFECTIVE PEOPLE

- What makes effective leadership? - Behaviors manifested from effective leaders. - Effects of leadership styles in social perception and success.

- Learn principles of effective living based on behavioral concepts. - Apply 7 habits to create significant change in personal choices. - Re-design life plans based on self- introspection.

The purpose of this highly introspective workshop is to understand the correlates between life experience, environmental conditions and personal choices to make significant individual life changes.

OBJECTIVES

L2, L3 and L4 leaders.

GM + Excom.

Any leaders.

AUDIENCE

Pre-Work: 1 hour Workshop duration: 7 hours.

Pre-Work: 2 hours Workshop duration: 2 Days.

Pre-Work: 45 minutes Workshop duration: 2 Days.

DURATION

• Increase leadership effectiveness. • Increase colleagues experience. • Decrease conflict.

• Increase intrinsic motivation. • Design one’s life plan. • Increase awareness on maladaptive behaviors and its psychodynamic roots.

Materials per participant $240 USD Invoice to the hotel by the Franklyn Covey Foundation.

R.O.I

INVESTMENT

R.O.I

Accredited facilitators by Franklyn Covey: Nali Rattanajit – Dir. of L&D Shangri-La Muscat

Daniel Agudelo AVP HR- Learning & Development MEIIO & EUNA

L&D Managers / Directors at property.

FACILITOR

Daniel Agudelo AVP HR – Learning & Development MEIIO & EUNA

Our People.

Our People

Our People, Our Community.

REGIONAL FUNCTIONAL PROGRAMS Sales

REGIONAL FUNCTIONAL PROGRAMMES – SLIM DUBAI SALES CONTENT

LEADING SUCCESS THROUGH COMMERCIAL THINKING Only for MEIIO region

DRIVING SUCCESS THROUGH EFFECTIVE SALES Only for MEIIO region

- Sales goal setting - Account Management - Negotiation & segmentation - Maximising yield - Cold sales - Identifying new sales accounts

- Account Management - Sales Strategic Thinking - Stakeholders Management - Commercial Goal-Setting - Advanced segmentation

OBJECTIVES

Sales & Marketing teams

AUDIENCE

Directors of Sales and Marketing

AUDIENCE

Pre-Work: 3 hours Workshop duration: 3 Days.

Pre-Work: 2 hours Workshop duration: 3 Days.

DURATION

Program designed by external consultant specialized in Sales to be facilitated on property. Specific fee depending on level of customization required. Please contact Daniel Agudelo for further information.

$ 600USD per person. + Travelling and accommodation fees.

INVESTMENT & R.O.I.

R.O.I: - Optimize yielding through effective account management - Increase sales revenue.

R.O.I.: - Increase sales revenue. - Increase account engagement & yielding.

Natalie Nasser VP Sales – MEIIO

RAIN Group facilitator.

FACILITOR

Our Business.

Our Business

REGIONAL FUNCTIONAL PROGRAMS Food & Beverage

REGIONAL FUNCTIONAL PROGRAMMES – SLIM DUBAI FOOD AND BEVERAGE

UPSELLING F&B WORKSHOP Only for MEIIO region

STRATEGIC F&B OUTLET POSITIONING Only for MEIIO Region

- F&B positioning and USPs - F&B outlet competitive set - F&B clientele profiling - Pricing - Investments in Soft/Hardware - Strategic Planning & Tactics - Yearly Promotional Calendar

- Basics of F&B Upselling - Who/What/How/When principles - Guest Profiling - The Selling Circle of service - Roleplaying - Team and Individual selling targets

OBJECTIVES

Program Transfer: F&B Dept. Trainers + Selected F&B L3s and L4s.

AUDIENCE

Directors of F&B, Executive Chefs and Assistant Directors of F&B.

AUDIENCE

Pre-Work: 2 hours Workshop duration: 1 Day. Trainers’ transfer duration: 2 Days.

Pre-work: 2 hours Workshop duration: 2 Days

DURATION

Travelling and accommodation fees.

Facilitators’ travel expenses. Facilitated on property.

INVESTMENT

INVESTMENT & R.O.I.

R.O.I.: - Increase outlet No. of covers sold - Increase F&B guest satisfaction - Increase productivity and performance

R.O.I.: - Increase upselling performance - Increase guest F&B satisfaction

Vasileios Oikonomopoulos Assistant Vice-President F&B – MEIIO

FACILITOR

Our Business.

Our Business

REGIONAL FUNCTIONAL PROGRAMS Operations

REGIONAL LEADERSHIP DEVELOPMENT PROGRAMMES – SLIM DUBAI OPERATIONAL PROGRAMS

SUGGESTING SELLING, UP-SELLING & CROSS-SELLING

HANDLING & RESOLVING GUEST COMPLAINTS EFFECTIVELY

LEADING LOYALTY THROUGH GUEST ENGAGEMENT

- Learning and understanding up-selling, suggestive selling and cross-selling. - Identifying sales opportunities based on - guests’ preferences. - Steps to up-sell/cross-sell/suggestive- sell

- Defines what makes Loyalty. - Loyalty Vs Rewards Programs - The Golden Circle by Shangri-La - How to build loyalty among guests. - Being a loyalty advocate.

- The value of guest complaints - Using complaints to improve service - How to handle guest complaints - The psychology behind guests’ complaints

OBJECTIVES

Front of the guest colleagues.

AUDIENCE

Pre-Work: 30 minutes 6 hours.

Pre-Work: 20 minutes 4 Hours.

Pre-Work: 20 minutes 4 hours.

DURATION

• Increase up-sells/cross-sells

and

• Increase problem solving resolution. • Increase complaint handling capability.

• Increase Golden Circle enrolments • Increase repeated guests.

suggestive-sells performance. • Increase guest satisfaction through effective profiling. Designed by: Gaurav Bhatkar– L&D Manager Shangri-La’s Le Bangalore, India Facilitated by:

R.O.I

L&D Managers / Directors at property.

FACILITOR

L&D Managers / Directors at property.

Our Business, Our Guests

Our Guests

Our Business, Our Guests

REGIONAL FUNCTIONAL PROGRAMS Trainers Workshops

REGIONAL LEADERSHIP DEVELOPMENT PROGRAMMES – SLIM DUBAI OPERATIONAL PROGRAMS

LEARNING ABOUT LEARNING WORKSHOP

- Foundational principles of how adults learn - Neuro-science of learning - Identifying learning needs - Creating a Learning Plan for the department - Choosing the right learning solution - Designing learning solutions - Facilitating effectively - Monitoring and assessing learning outcomes

OBJECTIVES

Departmental trainers, Angels and anyone who delivers workshops.

AUDIENCE

Pre-Work: 1 hour Workshop duration: 2 Days.

DURATION

• Increase organizations' learning culture and capabilities. • Enhance effectiveness of Dept. Trainers. • Increase Dept. Trainers engagement.

R.O.I

L&D Managers / Directors at property.

FACILITOR

Our People.

REGIONAL LUXURY PROGRAMS Slim Dubai

REGIONAL LUXURY PROGRAMS

LUXURY IMMERSION FOR LEADERS

- History and evolution of Luxury - What is Luxury? - Multi-faceted character of Luxury - Trends in Luxury Hospitality worldwide - What makes Luxury today? - Differentiation & Superlativity - Luxury at Shangri-La - Leading and breathing Luxury.

OBJECTIVES

GM + ExCom L2, L3 and L4 leaders.

AUDIENCE

Pre-Work: 1 hour and 30 minutes. Workshop duration: 1 Day.

DURATION

• Increase knowledge and understanding about Luxury. • Design and facilitate new Luxury guest experiences. • Increase guest satisfaction & innovation.

R.O.I

Daniel Agudelo Assistant VP, HR- Learning & Development SLIM Dubai

FACILITOR

Our Guests

REGIONAL LUXURY PROGRAMS

THE SHANGRI-LA LUXURY ATTITUDE

- What makes Shangri-La a Luxury brand? - Representing Shangri-La’s Luxury

- Speaking Shangri-La - Looking Shangri-La - Acting Shangri-La

OBJECTIVES

All colleagues.

AUDIENCE

Pre-Work 1 Day.

DURATION

• Increase grooming standards. • Increase communication with the guests. • Increase brand Luxury positioning service.

R.O.I

L&D Manager / Director on property.

FACILITOR

Our Guests, Our People.

REGIONAL L&D CATALOGUE

SLIM DUBAI

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