1Shangri-La Experience F&B

The Shangri-La Experience

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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


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