The Shangri-La Experience The Shangri- xperience
It’s In Our Nature
Objectives
o Understand What is Shangri-La Experience and Service Standards
o Learn our roles and responsibilities as colleagues & sectional heads
o Be able to train & coach Shangri-La Experience and Service Standards to new colleagues
o How to cascade Shangri-La Experience & Service Standards
WHAT IS SHANGRI-LA EXPERIENCE?
The Shangri-La Experience
Are collection of factors that are vitally important to the power and vitality of our Shangri-La Brand
WHY Shangri-La Experience?
2.Necessary Business Strategy
1. Guest Expectations
Challenges
Own knowledge about SLE
o
Identifying the Gaps
o
o Cascading the Training (Simplification of Process)
o Consistently driving the experience
Role Model ( We Commit)
o
Measuring to ensure it happens
o
Benefits
o Reflection of our Asian values & philosophy and improved
o The brand image
o Improve guest satisfaction
o Standardize products & services
o Reduces DR3
o Improve our Trust You scores
o Improve our LQA scores
2. Necessary Business Strategy
1. Behaviors and Factors that define us
This is Shangri-La
42 000 Rooms
And growing
If we wish to honor our
If we wish to meet Guest expectations
If we wish to succeed
Manifesto
in a competitive field
Road Map To Loyal Guests
o Unique
o Luxurious
o Brand-Differentiated
WHERE DOES IT FIT IN?
Manifesto Vision Values Universal Core Practices
Worldwide Shangri-La Brand Requirements
Introduction during hotel Orientation
(172 behaviors and actions)
(A few hundred specific actions and services)
These are experiences or behaviors
These are the factors that define us….
These are experiences or behaviors
These are the factors that define us….
The Shangri-La Experience
The Shangri-La Experience
Can we each achieve just a few things?
172 behaviors and actions
22 are repeated 150 behaviors and actions
20 are resort-only or child-only
130 behaviors and actions
48 are achieved by executive committee action
82 behaviors and actions across the entire hotel
The Shangri-La Experience
The Shangri-La Experience
Problem Resolution
o Answer the phone within 3 rings and do not place the guest on hold for more than 30 seconds. o If calls are placed on hold, ask permission before doing so, and thank the guest for waiting. o If a call is transferred, make a polite comment before you connect the guest. o If you know or can see the guest’s name, and you feel comfortable saying it, use their name once or twice during the conversation, especially when you end the conversation. o If a guest must wait for you, or if you are interrupted while serving a guest, try to make it less than one minute, and always apologize for any delay.
Problem Resolution
o Listen carefully to what the guest is saying, and try to understand completely what they need and when. o Show the guest that you are really concerned, apologize for any inconvenience, and tell them that you will help them solve the problem. o If you do not feel that you have the best answer or solution, ask a colleague for help or introduce the guest to a manager who can find the best solution. o If the guest’s situation requires that you follow up later, make sure you tell them when you will do so, and make sure that you do. o Engage with the guest by making eye contact and speaking in a friendly and calm voice, so they can hear you and better understand you.
Problem Resolution
o Give the guest your undivided attention at all times.
o Make sure you are always alert and facing the guests, even when you are standing still, and when you move, walk with confidence, never running or seeming confused. o If the guests include elders or children, make a special effort to speak to them respectfully, and for example, by bending down to make eye contact with children. o Make your final comments to the guest warm and friendly, and express genuine thanks for their visit.
Pool & Beach
Pool & Beach
o Our pools will create the impression of a special destination with entry points that are designed and decorated with creative sophistication.
o Our furniture will be immaculately maintained and will project a luxurious and colorful impression. (Both indoor and outdoor pools must have very good quality chaises, towels, umbrellas to be competitive. These should provide a sharp, crisp look.) o Our pool colleagues will be attired in crisp, comfortable uniforms of distinctive style and quality, complimenting the colors and style of the furniture and appointments. (Many uniforms do not look like uniforms at all, but rather like attractive pool wear, with good deck shoes.)
Pool & Beach
o Upon seating, we will arrange each guest’s chaises lounge with two large, good quality towels and offer a choice of natural or infused citrus/herb water, which will be promptly served. (The water can happen during the setup, with costs controlled by using filtered water in carafes. While towels should differ in style from the normal hotel inventory, they must be of equal quality.) o During the seating process, we will advise guests of services available at the pool such as food & drink, reflexology, etc.; between 1200 - 1500 we will circulate amongst guests to discreetly offer snack menus.
Pool & Beach
o For outdoor pools and beaches, our food & drink menus will be stylish, colorful and waterproofed, and feature a variety of Asian or locally-inspired dishes that do not require a knife and fork. (This might include satays, wraps, pockets, sandwiches, rice bowls with chopsticks, etc. Fun and easy is the objective.)
o Our foods are attractively presented with decorative, netted cloches, never using stainless steel or plastic plate covers. (Another way to distinguish our food, rather than making it seem like outdoor room service.)
Pool & Beach
o At indoor pools, we will attractively display amenities to include rolled towels, bottled water, infused flavored waters, goggles, flotation devices, etc. (This may be impossible at properties with high club membership traffic. However, elsewhere the concept is to make the guest feel at ease for quiet swims as if they were at a home pool.)
WHAT IS YOUR ROLE?
EXCOM ROLE
Training
Coaching
Role?
“Understand what is Shangri-La Experience & Standards & it’s importance
o
o “Practice Makes It Perfect” – 15 minutes training
Assess colleagues on their performance
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Monitor progress, give advice & praise whereby necessary for effectiveness & efficiency
o
Standard from Lobby & Porte Cochere
We will always convey a distinctive first impression by our doorman’s locally inspired attire and charismatic demeanor, welcoming each guest with the local language and gestures.
Standard from In Room Dining
HOW?
TASK COMPETENCY INVENTORY
When do I Implement?
MONTHLY TRAINING PLAN
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