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
Made with FlippingBook - professional solution for displaying marketing and sales documents online