Shangri-La has always believed in the unique characteristics encapsulated by Asian hospitality . Our commitment to providing guests with distinctive Asian standards of hospitality and service enables us to stand out amongst our peers. This quality remains the cornerstone of our reputation as a world-class hotel group. In striving to delight customers each and every time they stay with us, we aim to exceed expectations through consistent quality and value in our products and services, and to follow our mission: “To delight our guests every time by creating engaging experiences of hospitality straight from our hearts”. Following our vision “To be the first choice for guests, colleagues, shareholders and business partners” , Shangri-La has earned many international awards and recognition from guests, prestigious magazines as well as industry partners and has made the group one of the preferred hotel employers, with over 35,000 people serving guests with the same philosophy. 2. We will make guest loyalty a key driver of our business. 3. We will enable decision making at guest contact point. 4. We will be committed to the financial success of our own unit and of our company. 5. We will create an environment where our Colleagues may achieve their personal and career goals. 6. We will demonstrate honesty, care and integrity in all our relationships. 7. We will ensure our policies and processes are guest and Colleague friendly. 8. We will remain deeply committed to our social responsibility by making positive contribution to our communities, environment, Colleagues, guests and business partners. Our Universal Core Practices 1. We will be well groomed and dressed, with clean, neat uniform and nametags. 2. We will answer telephone calls within three rings in a courteous and pleasant manner. Telephone calls are not screened. 3. We will speak to guests and one another in an attentive, sincere, courteous and composed manner. 4. We will acknowledge guests and Colleagues with eye contact and smile using their names whenever necessary and possible. 5. We will be knowledgeable about hotel services and facilities to convey to guests. 6. We will carefully listen and take ownership of guest requests, replying in a helpful and sincere manner. 7. We will graciously escort guests where they want to go or use an open palm gesture when giving directions. 8. We will report, record, resolve all guest-related issues, take ownership and communicate them appropriately, in a timely manner. 9. We will ensure the safety, security and privacy of our guests and Colleagues. We respect the confidentiality of guest names, room numbers, preferences and behaviors. 10. When in guest corridors, we will provide salutation and step back gracefully in order to allow guests to pass by. 11. We will respect the environment by ensuring our surroundings are always clean and safe. Our Guiding Principles: 1. We will ensure that leadership drives for results.
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