The Shangri-La Experience
Page 1
The Shangri-La Experience
Behaviours and Factors that Define Us
It’s In Our Nature
Shangri-La Operating Manual ©Shangri-La International Hotel Management Limited
03/2015
The Shangri-La Experience
Page 19
I n-Room Dining
Private convenience
1. When entering the guest room, we will use the guest’s name, and greet each guest individually, especially children (When we enter the guest’s space we will demonstrate courtesy by acknowledging everyone. Too often, servers only greet the male or the guest who answers the door, leaving an awkward silence for others.) 2. Each in-room dining presentation will include at least one Asian or locally- inspired element (This could be a decorative item such as an Asian design on the salt & pepper, or it could be including stylish chopsticks with every order – even for items where it is not the correct utensil, such as a steak, it would be a whimsical or decorative touch. It could also be an edible item, such as a small spring roll with every order, or an Asian pickle dish. ) 3. When arranging the tray or trolley in the room, we will show sensitivity to the guest’s activity and convenience, such as watching television, working at the desk, enjoying the view (This sign of respect requires a bit of considerate thinking, and not always choosing the same location and setup. Convenience is a keyword here – this is about making the dining experience no-fuss. Just do it and gracefully depart while providing just the right level of service.) 4. For guests ordering breakfast more than once, we will automatically confirm their previous preferences for coffee, tea, and condiments (A simple act of respect for the guest’s frequent business.) 5. Our coffee and tea service will be excellent and elegant, including Asian-inspired teapots and excellent quality insulated thermoses; a selection of teas will be available and the Shangri-La blend will be served loose, not bagged (The coffee and tea service must be elegantly done, such as no plastic thermoses or inexpensive steel items.) 6. Our children’s offering will prominently present several group-wide consistent items, designed and presented with health and creativity, as a brand signature (Some consistent items offered across the group will ensure a fun, healthy, selection for children, and also might become familiar to them, and anticipated if they visit multiple Shangri-La hotels, signaling our caring family perspective.)
Shangri-La Operating Manual ©Shangri-La International Hotel Management Limited
03/2015
The Shangri-La Experience
Page 20
Restaurants
A variety of dining choices, always served with a gracious touch
1. Our greeters will be attentively positioned at the entry, greeting guests immediately, not from behind podiums or counters (This simply means that we stand in front of our restaurants, waiting to greet guests in the honourable fashion. If it is required to check a reservation, the greeter would simply step back to the podium momentarily.) 2. We will seat guests thoughtfully for maximum comfort and privacy, and offer a choice of seats unless impossible; we will remain at the table until all guests are comfortably seated (An indicator of respect is to remain with the guests until they are comfortable rather than “dropping” them off and leaving. Also, in too many cases, the greeter makes a table choice with no compelling reason, where the guest may wish to sit elsewhere. Thoughtful strategy is still required to direct the guest, for example, directing families to tables where they will feel most comfortable, etc.) 3. We will speak with guests calmly and discreetly, not interrupting conversations or asking obvious questions; and conversations amongst colleagues will be quiet and minimal (The best of service in the luxury tradition is that colleagues do their work competently and quietly. Often, staff reveals a lack of sophistication or confidence by asking too many questions such as “Shall I clear the plate?” when it is clearly empty or “Shall I pour more wine?” when it clearly needs refilling.) 5. While guests are at our buffet, our dedicated guides will proactively greet guests, expedite traffic, and describe the dishes highlighting local specialties and house specialties (We want to help the guest achieve an authentic experience. The guide may be a uniformed chef standing on guest side of buffet, or a dedicated colleague who is attired in a manner clearly different from the regular servers. The key is that they are proactive, knowledgeable and enthusiastic about the food and its preparations. Their responsibility is to help the guest enjoy the full range of items.) 6. We will knowledgably and enthusiastically describe our foods and drinks, with special pride in regional specialties and signature dishes; reasonable special requests will be graciously accommodated (This standard would include both a la carte items and buffet service, and also pertains to drinks. If a server does not know a complex answer, they will quickly find a colleague who does. If a request can’t be met, then a rational alternative must be suggested.) 7. Whenever a guest has accepted our recommendation, the colleague giving the recommendation will show sincere interest and return to ask how they enjoyed it (A common courtesy is to ensure that the guest who took your advice enjoyed the dish.) 4. Our service will be attentively and seamlessly paced so that the guest never experiences noticeable delays or must signal for service
Shangri-La Operating Manual ©Shangri-La International Hotel Management Limited
03/2015
The Shangri-La Experience
Page 21
8. When wine assistance is requested, we will engage by asking multiple questions to determine guest preferences, make appropriate recommendations accordingly at different price points with helpful descriptions (Often, the sommelier knows a lot of good wines but does not explain his rationale for suggestions other than bland phrases like “This one is popular.” By asking questions, we indicate respect for the guest’s wishes, and by offering different price points, we show respect for their money and ability to choose. Also, too often when a qualified sommelier is available, an unqualified server will insist on taking the wine order.) 9. 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 (A measure of respect for our guest’s money and privacy. This means we don’t use the same tired leather or plastic check folders. And after presenting the check, we step away. While swift check collection is desirable, the guest should never feel a sense of hovering or being watched.) 10. In upscale and Chinese restaurants, we will escort departing guests through the restaurant’s doors, offering gracious words of appreciation and where appropriate, the local gesture (An extra measure of courtesy – just like we would escort guests at our home.) 11. When children and elders are present, we will give them special recognition, for example by ensuring that we pause, speak clearly to them individually to establish a rapport, where possible at child’s eye level (For elders, this is a sign of our The Shangri-La Experience. For children, it is an attempt to increase their participation and interest. Perhaps there are other aspects of etiquette that can be shown, especially for elders.) 12. In resorts or when many children will be present, our buffets will feature some selections especially for children, at lower height, with a colorful and entertaining presentation 13. Children’s dining utensils, crockery and furnishings such as high chairs will be creative and of excellent quality, in keeping with the restaurant’s other appointments (Too often, the children’s meals are served with the same crockery as adults rather than a colorful, child- designed item which would support our engaging experience. Also, too often, the equipment, such as high chairs, is inexpensive plastic products.)
14. Our manager will visit each guest’s table to enquire if anything further could be done to enhance their experience
Shangri-La Operating Manual ©Shangri-La International Hotel Management Limited
03/2015
The Shangri-La Experience
Page 22
Breakfast
A relaxed and engaging start to the day
(additional to the above restaurant standards)
1. Our greeters will be attentively positioned at the entry, greeting guests immediately, not from behind podiums or counters (This simply means that we stand in front of our restaurants, waiting to greet guests in the honourable fashion. If it is required to check a reservation, the greeter would simply step back to the podium momentarily.) 2. We will seat guests thoughtfully for maximum comfort and privacy, and offer a choice of seats unless impossible; we will remain at the table until all guests are comfortably seated (An indicator of respect is to remain with the guests until they are comfortable rather than “dropping” them off and leaving. Also, in too many cases, the greeter makes a table choice with no compelling reason, where the guest may wish to sit elsewhere. Thoughtful strategy is still required to direct the guest, for example, directing families to tables where they will feel most comfortable, etc.) 3. We will speak with guests calmly and discreetly, not interrupting conversations or asking obvious questions; and conversations amongst colleagues will be quiet and minimal (The best of service in the luxury tradition is that our colleagues do their work competently and quietly. Often, staff reveals a lack of sophistication or confidence by asking too many questions such as “Shall I clear the plate?” when it is clearly empty or “Shall I pour more wine?” when it clearly needs refilling.) 4. During breakfast, we will be especially sensitive to the guest’s demeanor, reacting either with quiet remarks or engaging conversation (This standard is all about reading the guest individually. We must realize that some guests want to sit quietly and read the newspaper, whilst other guests want to chat about their day and the local environment.)
5. Our service will be attentively and seamlessly paced so that the guest never experiences noticeable delays or must signal for service
6. While guests are at our buffet, our dedicated guides will proactively greet guests, expedite traffic, and describe the dishes highlighting local specialties and house specialties (We want to help the guest achieve an authentic experience. The guide may be a uniformed chef standing on guest side of buffet, or a dedicated colleague who is attired in a manner clearly different from the regular servers. The key is that they are proactive, knowledgeable and enthusiastic about the food and its preparations. Their responsibility is to help the guest enjoy the full range of items.)
Shangri-La Operating Manual ©Shangri-La International Hotel Management Limited
03/2015
The Shangri-La Experience
Page 23
7. We will knowledgably and enthusiastically describe our foods and drinks, with special pride in regional specialties and signature dishes; reasonable special requests will be graciously accommodated (This standard would include both a la carte items and buffet service, and also pertains to drinks. If a server does not know a complex answer, they will quickly find a colleague who does. If a request can’t be met, then a rational alternative must be suggested.)
8. Whenever a guest has accepted our recommendation, the colleague giving the recommendation will show sincere interest and return to ask how they enjoyed it (A common courtesy is to ensure that the guest who took your advice enjoyed the dish.)
9. During breakfast, we will visit each table to serve warm bakery items from an attractive basket, whilst explaining the different breads (This is a courtesy and also an opportunity to show off a freshly baked product. It is reminiscent of a gesture one would perform at home.) 10. 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 (A measure of respect for our guest’s money and privacy. This means we don’t use the same tired leather or plastic check folders. And after presenting the check, we step away. While swift check collection is desirable, the guest should never feel a sense of hovering or being watched.) 11. If the guest has a breakfast-inclusive package, we will not present a check or require a signature from them (Our guests are confused when they know they have a breakfast-inclusive package, but are asked anyway to sign a bill. It invariably leads to questions and uncertainty. This requires that the greeter or server ascertain the guest’s identity before the check is prepared.) 12. When children and elders are present, we will give them special recognition, for example by ensuring that we pause, speak clearly to them individually to establish a rapport, where possible at child’s eye level (For elders, this is a sign of our The Shangri-La Experience. For kids, it is an attempt to increase their participation and interest. Perhaps there are other aspects of etiquette that can be shown, especially for elders.)
Shangri-La Operating Manual ©Shangri-La International Hotel Management Limited
03/2015
The Shangri-La Experience
Page 24
13. In resorts or when many children will be present, our buffets will feature some selections especially for children, at lower height, with a colorful and entertaining presentation
14. Children’s dining utensils, crockery and furnishings such as high chairs will be creative and of excellent quality, in keeping with the restaurant’s other appointments (Too often, the kid’s meals are served with the same crockery as adults rather than a colorful, child-designed item which would support our engaging experience. Also, too often, the equipment, such as high chairs, are inexpensive plastic products.)
15. Our manager will visit each guest’s table to enquire if anything further could be done to enhance their experience
16. During peak breakfast hours, a member of the Executive Committee will be present, mingling with guests
Shangri-La Operating Manual ©Shangri-La International Hotel Management Limited
03/2015
The Shangri-La Experience
Page 25
Chinese Dining
Classic and personalized dining with a Shangri-La touch
1. When guests call for reservations, we will build anticipation by mentioning seasonal special dishes or signature dishes and enquire about special menu requirements (Preparing guests for our special cuisine begins with the reservation call, and sends a signal of pride in our kitchen. This also helps us highlight our innovation.) 2. Our greeters will be attentively positioned at the entry, greeting guests immediately, not from behind podiums or counters (This simply means that we stand in front of our restaurants, waiting to greet guests in the honourable fashion. If it is required to check a reservation, the greeter would simply step back to the podium momentarily.) 3. Return guests will be recognized as such and their preferences will be acknowledged and looked after (Recognition of loyal guests is key to establishing a well-regarded local clientele in a Chinese venue.) 4. We will seat guests thoughtfully for maximum comfort and privacy, and offer a choice of seats unless impossible; we will remain at the table until all guests are comfortably seated (An indicator of respect is to remain with the guests until they are comfortable rather than “dropping” them off and leaving. Also, in too many cases, the greeter makes a table choice with no compelling reason, where the guest may wish to sit elsewhere. Thoughtful strategy is still required to direct the guest, for example, directing families to tables where they will feel most comfortable, etc.) 5. When presenting menus, we will give helpful and enthusiastic introduction to the seasonal dishes, regional dishes or signature dishes (We want to immediately send a signal of confidence in our food, and the innovation of our chefs. And we want to encourage the guest to enjoy the full range of our best dishes.) 6. We will offer a special, separate tea menu with appealing descriptions, and when guests show interest or ask questions, our tea master will provide expert assistance (This will function similar to a sommelier in a western restaurant to elevate the authenticity of the experience and differentiate our restaurants.)
7. After guests are comfortably seated, we will promptly serve our signature blend of tea as a welcome refreshment
Shangri-La Operating Manual ©Shangri-La International Hotel Management Limited
03/2015
The Shangri-La Experience
Page 26
8. We will speak with guests calmly and discreetly, not interrupting conversations or asking obvious questions; and conversations amongst colleagues will be quiet and minimal (The best of service in the luxury tradition is that staff does their work competently and quietly. Often, staff reveals a lack of sophistication or confidence by asking too many questions such as “Shall I clear the plate?” when it is clearly empty or “Shall I pour more wine?” when it clearly needs refilling.)
9. Our service will be attentively and seamlessly paced so that the guest never experiences noticeable delays or must signal for service
10. We will knowledgably and enthusiastically describe our foods and drinks, with special pride in regional specialties and signature dishes; reasonable special requests will be graciously accommodated (This standard would include both a la carte items and buffet service, and also pertains to drinks. If a server does not know a complex answer, they will quickly find a colleague who does. If a request can’t be met, then a rational alternative must be suggested.) 11. We will be sensitive to guests who appear unfamiliar with the cuisine or customs, and offer helpful and discreet guidance during the meal (This especially includes assistance with ordering as well as hints when serving accompaniments.)
12. When serving dishes, we will introduce them by name, and mention some defining characteristics
13. Whenever a guest has accepted our recommendation, the colleague giving the recommendation will show sincere interest and return to ask how they enjoyed it (A common courtesy is to ensure that the guest who took your advice enjoyed the dish.)
14. When wine assistance is requested, we will engage by asking multiple questions to determine guest preferences, make appropriate recommendations accordingly at different price points with helpful descriptions (Often, the sommelier knows a lot of good wines but does not explain his rationale for suggestions other than bland phrases like “This one is popular.” By asking questions, we indicate respect for the guest’s wishes, and by offering different price points, we show respect for their money and ability to choose. Also, too often when a qualified sommelier is available, an unqualified server will insist on taking the wine order.) 15. 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 (A measure of respect for our guest’s money and privacy. This means we don’t use the same tired leather or plastic check folders. And after presenting the check, we step away. While swift check collection is desirable, the guest should never feel a sense of hovering or being watched.) 16. We will escort departing guests through the restaurant’s doors, offering gracious words of appreciation and where appropriate, the local gesture (An extra measure of courtesy – just like you would escort guests at your home.)
Shangri-La Operating Manual ©Shangri-La International Hotel Management Limited
03/2015
The Shangri-La Experience
Page 27
17. When children and elders are present, we will give them special recognition, for example by ensuring that we pause, speak clearly to them individually to establish a rapport, where possible at child’s eye level (For elders, this is a sign of our The Shangri-La Experience. For kids, it is an attempt to increase their participation and interest. Perhaps there are other aspects of etiquette that can be shown, especially for elders.)
18. Our manager will visit each guest’s table to enquire if anything further could be done to enhance their experience
19. Guests in private dining rooms will receive a visit from a senior hotel manager
20. We will meet our private dining room guest hosts at the hotel’s front door or lobby and escort them to the restaurant (This would most likely be a member of the restaurant team, but could be any hotel staff member.)
Shangri-La Operating Manual ©Shangri-La International Hotel Management Limited
03/2015
The Shangri-La Experience
Page 28
Lobby Lounge
Elegant, chic vibrancy with an Asian accent
1. 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 (The Lobby Lounge will be the focal point of our lobby, definitive of the Shangri-La brand. The keyword is “sophisticated” with respect to music. It seems that some hotels have faulty or inadequate sound systems and thus diminish the effect of the entertainment.) 2. Our chic lobby colleagues will be attired in Asian-inspired uniforms that have panache (The idea is to create a clear Asian Shangri-La identity in our Lobby Lounges outside of Asia. The word “chic” is purposeful and should be used in hiring decisions and during training.) 3. Striking, elegant and artful displays of florals, food and drink will be prominently placed in the lounge, especially visible to passersby (The purpose is to showcase the hotel’s culinary expertise. The word ‘striking” is meant to convey sophistication and excellence.) 4. 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. (The purpose of the lounge often changes from an informal gathering spot or business spot during the day, to a relaxed social and entertainment venue in the evening.) 5. Our lounges will feature an extensive range of Asian and/or local teas featured in a prominent and elegant display (We will promote our heritage and offer guests a peek into an Asian specialty.) 6. The serviceware will be uniquely stylish, designated to the Lobby Lounge and menu items will be specially designed for elegant and chic presentation (This means that we do not present in the same manner as in the coffee shop or a banquet. The idea is to make it more sophisticated and polished. The food and drinks will be creatively designed and garnished, mindful of guest comfort in a lounging position. Higher drinks standards will also help elevate the prestige of the barmen. Even a cappuccino should be considered for style. This includes garnish and crockery.)
7. Each Lobby Lounge will feature one tasteful signature feature for which it is known, for example, large orchestra, afternoon tea, weekend jazz, etc.
8. 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 (This standard may not be perfect for some specific locations. But from a competitive perspective, this level of choice is required.)
Shangri-La Operating Manual ©Shangri-La International Hotel Management Limited
03/2015
The Shangri-La Experience
Page 29
9. We will serve unique Asian or locally inspired complimentary snacks; guests ordering wine will receive special snacks that differ from guests ordering cocktails (The snacks would ideally be local in nature, but failing that, with an Asian twist. It does not mean that every snack must be Asian. The idea of having different snacks for different drinks is a current one and reflects our innovation.)
10. Our tabletops will always be pre-set with elements of interest, such as local accents, florals, candles; never including flyers or stands
11. 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 (This gracious touch acknowledges that lounges often present challenges to traditional comfort and service. We should be attentive to how comfortable guests appear as they converse. Also, we must be conscious of how we act, as often it is necessary to bend down to properly speak and serve.) 12. We will speak with guests calmly and discreetly, not interrupting conversations or asking obvious questions; and conversations amongst colleagues will be quiet and minimal (The best of service in the luxury tradition is that staff does their work competently and quietly. Often, staff reveals a lack of sophistication or confidence by asking too many questions such as “Shall I clear the plate?” when it is clearly empty.) 14. Whenever a guest has accepted our recommendation, the colleague giving the recommendation will show sincere interest and return to ask how they enjoyed it (A common courtesy is to ensure that the guest who took your advice enjoyed the dish.) 15. 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 (A measure of respect for our guest’s money and privacy. This means we don’t use the same tired leather or plastic check folders. And after presenting the check, we step away. While swift check collection is desirable, the guest should never feel a sense of hovering or being watched.) 16. When children and elders are present, we will give them special recognition, for example by ensuring that we pause, and speak clearly to them individually, where possible at child’s eye level (For elders, this is a sign of family respect, for children, it is an attempt to encourage their participation and interest. Perhaps there are other aspects of etiquette that can be shown, especially for elders.) 13. Our service will be attentively and seamlessly paced so that the guest never experiences noticeable delays or must signal for service
17. We will ensure that activities and events in the adjacent lobby area will not affect the ambience of the Lobby Lounge
Shangri-La Operating Manual ©Shangri-La International Hotel Management Limited
03/2015
The Shangri-La Experience
Page 30
Cocktail Bar
The sophisticated art of mixology
1. We will serve drinks stylishly, through glassware, napery and garnishes that are interesting, unique and locally inspired
2. 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
3. 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 (This standard may not be perfect for some specific locations. But from a competitive perspective, this level of choice is required.) 4. We will serve unique, Asian or locally inspired complimentary snacks; guests ordering wine will receive special snacks that differ from guests ordering cocktails
5. Our tabletops will always be preset with an element of interest, such as local accents, florals, and candles in the evening
6. 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
7. Our service will be attentively and seamlessly paced so that the guest never has to wait or signal for service
8. 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
9. Whenever a guest has accepted our recommendation, the colleague giving the recommendation will return to ask how they enjoyed it
10. 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
Shangri-La Operating Manual ©Shangri-La International Hotel Management Limited
03/2015
Page 1 Page 2 Page 3 Page 4 Page 5 Page 6 Page 7 Page 8 Page 9 Page 10 Page 11 Page 12 Page 13Made with FlippingBook - professional solution for displaying marketing and sales documents online