1Shangri-La Experience F&B

The Shangri-La Experience

Page 20


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


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