1Shangri-La Experience F&B

The Shangri-La Experience

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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


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