Shangri-La Academy Catalogue 2020
(as of 5 th October)
Transformational Learning.
Aspiration: To be the trusted business partner that builds world-class transformational learning solutions for everyone, creating value based on a sustainable model.
CONTENT
Essential Learning Introduction……………………………………………………………………………….. 8
Safety and Security: Global Fire & Life Safety Orientation………………………………………….. 10 Global Security Orientation……………………………………………………….. 11 Engineering Sustainability and Cost Management……………………… 12 Shangri- La Food Safety (SFS) Orientation…………………………………… 13 Security Awareness for Housekeeping Staff………………………………. 14 Security Awareness for Rooms………………………………………………….. 15 Statutory/Legal Requirement: Information Security Awareness……………………………………………….. 17 Personal Data Protection…………………………………………………………… 18 Code of Conduct and Ethics………………………………………………………. 19 Prevention of Discrimination in the Workplace…………………………. 20 Company and Culture: New Colleague Orientation………………………………………………………. 22 Shangri- La Leadership Competency Framework……………………….. 23 Shangri- La Cares……………………………………………………………………….. 24 Live Well Mini-Learning Series: Exploring Anxiety………………………………………………………………………. 26 Exploring Positive Habits…………………………………………………………… 27 Self- Discovery Through Mindfulness……………………………………….... 28 Developing Self…………………………………………………………………………. 29
CONTENT
Functional Learning Introduction………………………………………………………………………………. 31 CEPT…………………………………………………………………………………………. 32-34 Communications………………………………………………………………………. 35-36 Customer Experience……………………………………………………………….. 37-41 Engineering………………………………………………………………………………. 42-43 Finance……………………………………………………………………………………… 44-45 Family Experience………………………………………………………………………. 46-47 F&B……………………………………………………………………………………………. 48-82 HR…………………………………………………………………………………………….. 83-97 IT……………….……………………………………………………………………………… 98-102 Legal…………………………………………………………………………………………. 103-105 Marketing…………………………………………………………………………………. 106-107 Procurement………… …………………………………………………………………. 108-120 Projects & Development………….……………………………..………………. 121-122 Rooms………….……………………..………………………………………………….. 123-132 Sales………….…………………………………………………………………………….. 133-158 Security………….……………………………………………………………………….. 159 Spa…………..……………………………………………….…………………………….. 160-181
CONTENT
Leadership Learning Introduction………………………………………………………………………………. 183 Junior Leaders Program……………………………………………………………… 184
Under Development Emerging Leaders Program Functional Leaders Program Hotel Leaders Program Operational Leaders Program Business Leaders Program Enterprise Leaders Program
CHAPTER 1:
ESSENTIAL LEARNING
Essential Learning provides fundamental knowledge on company’s background and policies. Compulsory courses which apply to all colleagues fall under three main categories: • Safety and Security • Statutory/Legal Requirements • Company and Culture
SAFETY AND SECURITY
COURSE:
GLOBAL FIRE & LIFE SAFETY ORIENTATION
Upon completion of this course, learners should be able to understand the following: • Basic knowledge of Fire Life Safety • Fire prevention requirements
• Different types of fire safety systems • Fire emergency response procedure • Role of Fire Life Safety management committee
This program is part of the CORE LEARNING OF BSC.
All Hotel and Non-Hotel colleagues
Estimated duration: 30 minutes
Language available: English, Simplified and Traditional Chinese, Arabic, French, Indonesian, Japanese, Mongolian, Malay, Sinhalese, Thai and Turkish
LINK TO COURSE
COURSE:
GLOBAL SECURITY ORIENTATION
As the safety and security of our guests and colleagues remain one of our highest priorities, it is essential to increase our security awareness. Upon completion of this course, learners should be able to: • Describe the global security principle in Shangri-La • Determine possible risks in hotels • Determine CMT and ERT roles and responsibilities • Describe the security systems and awareness in Shangri-La • Identify the types of crises
This program is part of the CORE LEARNING OF BSC.
All Hotel and Non-Hotel colleagues
Estimated duration: 30 minutes
Language available: English, Simplified and Traditional Chinese, Arabic, French, Indonesian, Japanese, Mongolian, Malay, Sinhalese, Thai and Turkish
LINK TO COURSE
COURSE:
ENGINEERING SUSTAINABILITY AND COST MANAGEMENT
Upon completion of this course, learners should be able to: • Contribute to the sustainable development in Shangri-La hotels and other properties • Coordinate with the Engineering team to reduce costs
This program is part of the CORE LEARNING OF BSC.
All Hotel and Non-Hotel colleagues
Estimated duration: 30 minutes
Language available: English, Simplified and Traditional Chinese, Arabic, French, Indonesian, Japanese, Mongolian, Malay, Sinhalese, Thai and Turkish
LINK TO COURSE
COURSE:
SHANGRI-LA FOOD SAFETY (SFS) ORIENTATION
Upon completion of this course, learners should be able to understand the following: • Basic knowledge on SFS • SFS policies and guidelines • Food poisoning • SFS audit
This program is part of the CORE LEARNING OF BSC.
All Hotel colleagues and colleagues based in free stand-alone restaurants (e.g. Shang Social)
Estimated duration: 30 minutes
Language available: English, Simplified and Traditional Chinese, Arabic, French, Indonesian, Japanese, Mongolian, Malay, Sinhalese, Thai and Turkish
LINK TO COURSE
COURSE:
SECURITY AWARENESS FOR HOUSEKEEPING STAFF
This course focuses on bringing up security awareness for all rooms' colleagues and aims to increase their ability to judge and report any suspicious activity. Upon completion of this course, learners should be
able to understand the following: • Recognise suspicious activities • Take appropriate safety precaution • Report any suspicious activity
Only for Hotel colleagues: All Housekeeping, Duty Managers and Security Officers
Estimated duration: 30 minutes
Language available: English, Simplified and Traditional Chinese
LINK TO COURSE
COURSE:
SECURITY AWARENESS FOR ROOMS This course focuses on bringing up security awareness for all Rooms' colleagues and aims to increase their ability to judge and report any suspicious activity. Upon completion of this course, learners should be able to understand the following: • Understand basic hotel security measures • Look for indicators of terrorist/criminal behaviours • Apply appropriate safety precautions • Report suspicious persons in a swift and discreet manner • Recognise and properly report suspicious objects
Mandatory for Rooms and Security: Duty Manager, Front Office Staff, Concierge Staff, Housekeeping Staff and Security Officers All other interested colleagues are welcome to enroll.
Estimated duration: 30 minutes
Language available: English, Simplified and Traditional Chinese, Turkish
LINK TO COURSE
STATUTORY/
LEGAL REQUIREMENTS
COURSE:
INFORMATION SECURITY AWARENESS
The Information Security Awareness training is an Essential course for all colleagues in Shangri-La. It is developed to equip our colleagues with up-to-date knowledge when facing fast-evolving information security threats. This e-learning provides an overall understanding of Information Security definitions, threats, policies and standards across Shangri-La Group.
All Hotel and Non-Hotel colleagues
Estimated duration: 30 minutes
Language available: English, Simplified Chinese, Arabic, French, Indonesian, Japanese, Malay, Thai and Turkish
LINK TO COURSE
COURSE:
PERSONAL DATA PROTECTION
Upon completion of this course, learners should be able to: • Define what is Personal Data Protection • Understand the importance of Personal Data Protection • Shangri-La Policies on Personal Data Protection • Practical tips on Dos and Don’ts
All Hotel and Non-Hotel colleagues
Estimated duration: 30 minutes
Language available: English, Simplified and Traditional Chinese, Arabic, French, Indonesian, Japanese, Mongolian, Malay, Sinhalese, Thai and Turkish
LINK TO COURSE
COURSE:
CODE OF CONDUCT AND ETHICS
The Code of Conducts and Ethics is adopted by the Board of Directors of Shangri-La Asia Limited and effective as of 2 September 2019. Upon completion of this course, learners should be able to understand the following: • Overview on the clauses in the Code of Conducts and Ethics • Declaration to be signed at the end of the course
All Hotel and Non-Hotel colleagues
Estimated duration: 30 minutes
Language available: English, Simplified and Traditional Chinese, Arabic, French, Indonesian, Japanese, Malay, Thai and Turkish
LINK TO COURSE
COURSE:
PREVENTION OF DISCRIMINATION IN THE WORKPLACE
Upon completion of this course, learners should be able to understand the following: • Recognize discriminatory acts and behaviours • Prevent any form of discrimination in the workplace • Act to stop any discriminatory behaviour in the workplace
All colleagues
Estimated duration: 30 minutes
Language available: English, Simplified Chinese, Arabic, French, Indonesian, Japanese, Malay, Thai and Turkish
LINK TO COURSE
COMPANY AND
CULTURE
COURSE:
NEW COLLEAGUES ORIENTATION
Upon completion of this course, learners should be able to understand the following: • An overview on the company background • Brands under Shangri-La Group (Shangri-La Hotels & Resorts, Traders Hotels, Kerry Hotels, JEN by Shangri-La) • Company culture (core values, philosophy and mission) • Locations of hotels, HQ and regional offices
All Hotel and Non-Hotel colleagues
Estimated duration: 30 minutes
Language available: English, Simplified Chinese, Arabic, French, Indonesian, Japanese, Malay, Thai and Turkish
LINK TO COURSE
COURSE:
SHANGRI-LA LEADERSHIP COMPETENCY FRAMEWORK
The Leadership Competency Framework, aligned to the Vision, Mission and Core Values of Shangri-La, defines six Leadership Competencies. The framework provides a simple, common platform that can be used as the foundation for leadership learning and core talent processes including recruitment and performance management.
All Hotel and Non-Hotel colleagues
Estimated duration: 30 minutes
Language available: English
LINK TO COURSE
COURSE:
SHANGRI-LA CARES
This program aims to provide hygiene & safety guidelines for the well- being of our guests and colleagues as we gear-up to welcome them back at our hotels & resorts.
Compulsory for Hotel Colleagues and Highly Recommended for all Non-Hotel Colleagues
Estimated duration: 45 minutes
Language available: English
LINK TO COURSE
LIVE WELL
MINI LEARNING SERIES
COURSE:
EXPLORING ANXIETY
Under uncertain and stressful circumstances, it is our natural response to be anxious. In this course, we aim to explore what triggers anxiety, its positive effects on one’s thinking and performance, and various ways to manage it.
All our colleagues in all our business units
Estimated duration: 15 minutes
Language available: English
LINK TO COURSE
COURSE:
EXPLORING POSITIVE HABITS
This module is designed based on the principles from the famous book “7 Habits for Highly Effective People” by Dr. Stephen R. Covey. Habits are difficult to change. Even when we are aware of a bad habit, it takes much effort to modify such habits; and most times it is a lot easier to put it on external factors than looking back at our personal choices in our lives. In this course, you will learn about the basic principles of paradigms and the impact of paradigms in our habits. We will also focus on some key insights to establish POSITIVE personal habits.
All our colleagues in all our business units
Estimated duration: 15 minutes
Language available: English
LINK TO COURSE
COURSE:
SELF DISCOVERY THROUGH MINDFULNESS
In this self-paced program, you will learn about the mindfulness techniques that can help you reduce stress, improve focus & enhance your mental wellbeing. The program consists of 10 guided mindfulness sessions that are divided into 2 topics: Developing Self & Leading Teams based on our Shangri-La Leadership Competencies.
All our colleagues in all our business units
Estimated duration: 15-20 minutes
Language available: English
LINK TO COURSE
COURSE:
DEVELOPING SELF
This course will help the participants understand the process to accelerate learning. The three basic elements required to excel in any skill/task will be shared with case studies and examples. The course was developed based on the concepts from the bestselling book, “Talent Code: Greatness Isn’t Born. It’s Grown. ” by Daniel Coyle.
Anyone looking to improve their own performance through increased learning
Estimated duration: 20 minutes
Language available: English
LINK TO COURSE
CHAPTER 2:
FUNCTIONAL LEARNING
Functional Learning is to develop practical on-the- job skills which enable colleagues performing in their daily work professionally and effectively. Each division has its own functional learning series in both online and workshop formats dedicated to their colleagues’ job scope.
CEPT
COURSE:
BOOK360
This course is designed for hotel Reservation users to have a basic understanding on the central reservation system - Book360. It includes
the following modules: • Reservation Module
• Profile Module • Product Module
The course is supported by SOP sharing and other modes of learning, i.e. classroom training, webinars, and Knowledge Champions and operation leads at both CEPT and Hotel Reservation.
Hotel Reservation and CEPT colleagues
Estimated duration: 4 hour
Language available: English
LINK TO COURSE
CLASSROOM WORKSHOP:
RESERVATIONS & DISTRIBUTION WORKSHOP
Upon attending the workshop, participants should be able to: • Processes to enhance customer booking experience to optimize conversion, and to also support customer segmentation initiatives through accurate and timely tracking of booker's/customer's data. • Recap of OTA partnership and how to optimize awareness and drive conversion and revenue. • Preview of ARS and its core functionality; updates of new initiatives at CEPT-KL.
Customer Sales/Reservations Directors/Managers; Distribution in-charge
POSTPONED UNTIL FURTHER NOTICE
POSTPONED UNTIL FURTHER NOTICE
COMMUNICATIONS
COURSE:
HOW TO DEAL WITH MEDIA
This course focuses on how to deal with media requests properly by following the key media principles. You will go through different scenarios where you will receive media inquiries outside organisations and individuals.
All colleagues
Estimated duration: 30 minutes
Language available: English
LINK TO COURSE
CUSTOMER EXPERIENCE
COURSE:
GUEST EXPERIENCE VIDEOS – ONE
Upon completion of this course, learners should be able to learn more about: • How to greet your guests and telephone manners • Guest experience and engagement • Core service values • Knowledge about hotel service, facilities and open palm
All colleagues
Estimated duration: 30 minutes
Language available: English, Simplified and Traditional Chinese, Arabic, French, Indonesian, Japanese, Thai and Turkish
LINK TO COURSE
COURSE:
GUEST EXPERIENCE VIDEOS – TWO
Upon completion of this course, learners should be able to learn more about: • Check-in and escort procedures • Concierge, laundry and F&B service • Wake up call • Facilities such as gym and spa
All colleagues
Estimated duration: 30 minutes
Language available: English, Simplified and Traditional Chinese, Arabic, French, Indonesian, Japanese, Thai and Turkish
LINK TO COURSE
COURSE:
SHANGRI- LA GROUP’S GUEST FEEDBACK MANAGEMENT SYSTEM
The course is designed to enable learners to quickly pick up key topics and practice the takeaways on the TrustYou portal. After completing the course, learners will be able to: • Understand that the culture of delighting guests, delivering and improving the guest experience starts with the leadership team; • Be aware of the different types of guest feedback and how it is collected in Shangri-La Group; • Link Our Guests BSC metrics to the guest feedback scores.
General Managers, Resident Managers, HODs, TrustYou users
Estimated duration: 30 minutes
Language available: English
LINK TO COURSE
CLASSROOM WORKSHOP:
GUEST EXPERIENCE WORKSHOP
Upon attending the workshop, participants should be able to: • Build and lead a culture of customer centricity on property, • Optimize all guest interactions from guest’s perspective to foster loyalty • Use various sources of guest feedback and data to drive improvements in guest experiences.
GMs, RMs, Hotel Level 1, and High-Potential Hotel Level 2
POSTPONED UNTIL FURTHER NOTICE
POSTPONED UNTIL FURTHER NOTICE
ENGINEERING
COURSE:
FLS SYSTEMS (FLSMs)
Upon completion of this course, learners should be able to: • Learn the testing procedures and required functionality and performance of FLS Systems • Learn the testing procedures and required functionality and performance of FLS Systems • Implement FLS Systems testing and maintenance on-site effectively
Fire Life Safety Managers/Potential Fire Life Safety Managers
Estimated duration: 30 minutes
Language available: English, Simplified and Traditional Chinese, Arabic, French, Indonesian, Japanese, Thai and Turkish
LINK TO COURSE
FINANCE
COURSE:
UNDERSTANDING COMPANY STATEMENT
The course explores key elements of the following company statements: • Balance Sheet • Profit and Loss Statement • Cash Flow Statement • Other Important Statements
Any colleague who needs to learn about financial reports
Estimated duration: 30 minutes
Language available: English
LINK TO COURSE
FAMILY EXPERIENCE
COURSE:
FAMEX PLAYBOOK (FOR LEADERS/COLLEAGUES)
This exciting course aims to assist with understanding common family traveler pain points, and the tools that can be applied to provide a more family-friendly environment at hotels.
Module I: FamEx Playbook For Leaders: General Managers to L3 Leaders Module 2: FamEx Playbook For Colleagues: All guest contact L4-L5 colleagues in the following departments: Food and Beverage, Reservations, Front Office, Concierge, Guest Relations and Guest Services.
Estimated duration: 30 minutes
Language available:
Module I: FamEx Playbook For Leaders (available in English)
Module 2: FamEx Playbook For Colleagues (available in English & Chinese)
LINK TO COURSE (LEADERS) LINK TO COURSE (COLLEAGUES)
F&B
COURSE:
ART OF BARISTA
Would you like to learn more about coffee? Understand its origins, understand roasting & grinding? Would you like to find out how to make a better cup of coffee? If so, this is the program for you.
All F&B colleagues
Estimated duration: 30 minutes
Language available: English and Simplified Chinese
LINK TO COURSE
COURSE:
INTRODUCTION TO WINE
In this course, you will explore the main types and styles of wine, wine in restaurants, and career opportunities in the wine world.
All F&B colleagues
Estimated duration: 20 minutes
Language available: English and Simplified Chinese
LINK TO COURSE
COURSE:
SHANGRI-LA TEA BASIC
What differentiates us from other tea brands is the right to leverage our true Asian roots. In a market saturated with brands playing on their colonial heritage, we are rooted in nature inspired by the Shangri-La landscape.
All F&B colleagues
Estimated duration: 1 hour
Language available: English and Simplified Chinese
LINK TO COURSE
COURSE:
SHANGRI-LA & GRAPEA WINE E-LEARNING PROGRAM
Upon completion of this course, learners should be able to understand the following: • An introduction of the world of wine • The main types and style of wines • Basic knowledge on viticulture and wine making • The major international varieties and their characteristics • The major wine producing countries and regions • How to describe wines in commercial languages • Professional wine service standards, in video • Basic upselling skills
Mandatory for all front-of-house Level 4 and 5 staff in F&B department, except those who have completed our previous e- learning courses or any WSET courses.
Learning period: 3 weeks (with 1-day live session)
Exam period: 2 weeks
Language available: English and Simplified Chinese
LINK TO COURSE (ENG) LINK TO COURSE (CHN)
COURSE:
SHANGRI-LA & GRAPEA SPIRITS E-LEARNING PROGRAM
Upon completion of this course, learners should be able to understand the following: • Major types of spirits, including whisky, brandy, gin, vodka, rum, tequila and liqueurs, as well as their raw materials, production processes and different categories • Use of spirit in cocktails, and recipes of popular cocktails • Service and sales of spirit
Mandatory for all front-of-house Level 4 and 5 staff in F&B department, except those who have completed our previous spirits e-learning program.
Learning period: 3 weeks (with 1-day live session)
Exam period: 2 weeks
Language available: English and Simplified Chinese
LINK TO COURSE (ENG) LINK TO COURSE (CHN)
COURSE:
SHANGRI-LA & GRAPEA ASIAN BEVERAGE E-LEARNING PROGRAM
Upon completion of this course, learners should be able to understand the following: • The different production methods and styles of Baijiu (Chinese Liquor), Huangjiu (Chinese Yellow Wine), Sake, Soju, Japanese and Taiwanese whiskies and other beverages
• Their consumption and service • Major brands for each category • Storage and food & Asian beverage pairing
Level 3 and 4 Front-of-house staff for all Chinese Restaurants, Japanese Restaurants and Bars.
Learning period: 3 weeks (with 1-day live session)
Exam period: 2 weeks
Language available: English and Simplified Chinese
LINK TO COURSE (CHN)
COURSE:
WELLNESS CUISINE PROGRAM
The course will help you understand Shangri-La Group's new Wellness Cuisine Program. The course includes information about the program, toolkit for implementation and database for recipes. Designed in consultation with Fresh Start, wellness cuisine recipes offers vibrant, fresh and tasty culinary options to enable guests to eat well and stay well even when they are on the road.
F&B Service and Culinary Colleagues
Estimated duration: 45 minutes
Language available: English, Simplified and Traditional Chinese
LINK TO COURSE
F&B RESOURCES:
SFS POLICY & GUIDELINES – INTERACTIVE BOOK
Upon going through the interactive books, learners should be able to understand the following: • Policies: this manual contains 57 policies on Food Safety by Shangri-La, presented in a digital booklet with multiple interactions and formats such as videos, images, flowcharts and text descriptions. • Guidelines: this manual contains 17 guidelines aligned to the policies, which clearly communicate the reasoning and frameworks that inform Food Safety at Shangri-La, also in a variety of formats.
All F&B Colleagues
2 interactive books in the INTERNAL tab under RESOURCES on Shangri-La Academy Online
Estimated duration: 1 hour per book
The permanent location of these manuals is in the RESOURCES → INTERNAL tab on Shangri-La Academy Online.
COURSE:
UNDERSTANDING FOOD ALLERGENS
There are various types of food and ingredients that can cause allergic reactions. Food allergies are a big issue, and all colleagues who handle food directly or indirectly should have a good understanding and awareness of common food allergens. This course is designed to enable the learner to understand food that commonly cause allergic reactions, how these allergens should be handled, and how to ensure guests are served food safely and based on their needs.
Mandatory for all SFS Direct Food Handlers. This is highly recommended for all SFS Indirect Food Handlers, CMT & ERT members, Guest Services, Front Office and Security colleagues.
Estimated duration: 30 minutes
Language available: English, Simplified and Traditional Chinese
LINK TO COURSE
COURSE:
THE ART OF CHINESE TEA – INTERMEDIATE
What differentiates us from other tea brands is our ability to leverage our true Asian roots. This course aims to enhance awareness and knowledge of Chinese teas amongst our Food & Beverages colleagues.
All F&B Service colleagues
Estimated duration: 45 minutes
Language available: English and Simplified Chinese
LINK TO COURSE
COURSE:
SFS POLICY LEARNING FOR DIRECT FOOD HANDLERS (NEW JOINER/REFRESHER)
New Joiner Version: This is a timed assessment targeting colleagues who have completed the 8-hour SFS Policy classroom training. Refresher Version: Local regulations must always be followed. Where SFS policies differ from the policy, compliance with the more stringent policy is required. The learning objectives are as of the following: • SFS Policies – 8 Key Groups • Best practices and processes for each policy • Food safety measures in operations
Mandatory for All Direct Food Handlers
Estimated duration: 45 minutes
Language available: English
LINK TO COURSE (NEW JOINER) LINK TO COURSE (REFRESHER)
COURSE:
F&B INTERNAL AUDIT RESOLUTIONS
This course is designed to enable the learner to identify business risks that may affect profitability or impact the way we operate. You will learn how some typical audit findings can be eliminated and how to ensure you and your colleagues can apply the prescribed control measures.
Mandatory for EAM F&B and Director of F&B
Estimated duration: 45 minutes
Language available: English
LINK TO COURSE
COURSE:
ROOTED IN NATURE (RIN) INITIATIVE
"Shangri-La's "Rooted In Nature" (RIN) Initiative" (RIN) - Dedicated to sustainable F&B business that supports community and social progress. After the learning, you will obtain a deeper and clearer understanding of Shangri-La's "Rooted In Nature" (RIN) Initiative.
Mandatory for Culinary, F&B Service, Club Lounge, Purchasing, Receiving, Communications, L&D, Cost Control and CSR Highly recommended for Events Management, Concierge, Guest Relations, Service Center
Estimated duration: 45 minutes
Language available: English and Simplified Chinese
LINK TO COURSE
COURSE:
MID AUTUMN SALES TOOLKIT
In this course, we will be sharing everything you need to know about 2020 Mid-Autumn Campaign Story, Product Highlights, Target Audience and also Retail Selling Process
Highly recommended for all F&B Service colleagues and/or colleagues who will engage in selling of retail items
Estimated duration: 30 minutes
Language available: English and Simplified Chinese
LINK TO COURSE
COURSE:
FOOD & BEVERAGE STANDARD OPERATING PROCEDURES (COVID-RECOVERY)
These revised SOPs are designed as guidance for modified F&B service procedures due to increased health and hygiene standards during or after a virus pandemic or similar.
F&B Service Colleagues
Estimated duration: 2 hours
Language available: English
LINK TO COURSE
COURSE:
F&B MARKETING 101
F&B and Culinary Leaders have the responsibility to understand the importance of F&B marketing and are able to drive the outlet’s performance innovatively.
At the end of this course, you will be able to build your commercial skills by applying Marketing principles, such as: understanding your customer, identifying your target market, analyzing your end-to-end customer journey and creating the right social media contents.
Mandatory for all L3 Outlet Managers & Level 3 Chefs in charge of an F&B outlet
Estimated duration: 2 hours
Language available: English
LINK TO COURSE
CLASSROOM WORKSHOP:
CHINESE OPERATIONS SERVICE STANDARDS OFFSITE WORKSHOP
Upon attending the workshop, participants should be able to understand the following learning objectives: • To align Chinese Operations services standards and business opportunities with the objective to strengthen our Chinese Operations Front of the House team. • To share experiences and best practices and to frame out Shangri-La Chinese Operations DNAs, to work out detail planning and timeline on how to move forward. This workshop will align strategy for brand architecture. • Discussion on a workshop on commercial opportunities and transformations. Marketing/social media discussion, cost saving initiatives
All Director of Chinese Operations / Chinese Restaurant Managers or Assistant Chinese Restaurant Managers who are in leading role within their own outlet
POSTPONED UNTIL FURTHER NOTICE
POSTPONED UNTIL FURTHER NOTICE
CLASSROOM WORKSHOP:
CHINESE CUISINE TRAINING – SHANG PALACE CORE DISHES TRAINING
Upon attending the workshop, participants should be able to understand the following learning objectives: • To align with the launch of corporate recipes for Shang Palace Core Dishes • To conduct proper training to our SP Chinese Executive Chefs in order to ensure the consistency of delivery and production process The course will be with 4 intakes to cover all China and Non-China SP Chinese Executive Chefs.
All SP Executive Chinese Chefs or Assistant Executive Chinese Chefs (L2-3)
POSTPONED UNTIL FURTHER NOTICE
POSTPONED UNTIL FURTHER NOTICE
CLASSROOM WORKSHOP:
CHINESE CUISINE TRAINING – HUAIYANG CUISINE (SIGNATURE HOT DISHES)
Upon attending the workshop, participants should be able to understand the following learning objectives: • To provide Huaiyang culinary skills training specifically focus on Chef Hou's Huaiyang signature hot dishes to inject special regional cuisine into our Chinese Restaurant menu in order to improve our menu offerings • To generate social media awareness and increase brand image
Executive Chinese Chefs or Assistant Executive Chinese Chefs or Supervisor (Level 2-4)
POSTPONED UNTIL FURTHER NOTICE
POSTPONED UNTIL FURTHER NOTICE
CLASSROOM WORKSHOP:
CHINESE CUISINE TRAINING – HUAIYANG CUISINE (COLD APPETIZER/DIM SUM)
Upon attending the workshop, participants should be able to understand the following learning objectives: • To provide Huaiyang culinary skills training specifically focus on Huaiyang - cold appetizer/dim sum dishes to inject special regional cuisine into our Chinese Restaurant menu in order to improve our menu offerings to generate social media awareness and increase brand image.
Executive Chinese Chefs or Assistant Executive Chinese Chefs or Supervisor (Level 2-4)
POSTPONED UNTIL FURTHER NOTICE
POSTPONED UNTIL FURTHER NOTICE
CLASSROOM WORKSHOP:
JAPANESE STREET FOOD SNACKS BY CHEF KARASAWA (R&D CENTRE EXECUTIVE JAPANESE CHEF)
Upon attending the workshop, participants should be able to understand the following learning objectives: • Learn the authentic cooking technique and presentation from this training • Improve your ADD buffet counter with authentic Japanese Street Food Snacks • Over 30 recipes by the R&D executive chef including Sushi bowl, Teppanyaki, Robatayaki, Ramen and octopus ball
L3-5 Western/ Japanese Kitchen Staff
POSTPONED UNTIL FURTHER NOTICE
POSTPONED UNTIL FURTHER NOTICE
CLASSROOM WORKSHOP:
R&D NEW PRODUCT – SUMMER MENU BY CHEF KARASAWA
Upon attending the workshop, participants should be able to understand the following learning objectives: • To learn newly developed Japanese cuisine product for Summer Season (4 signature Dishes)
L3-5 Western/ Japanese Kitchen Staff
POSTPONED UNTIL FURTHER NOTICE
POSTPONED UNTIL FURTHER NOTICE
CLASSROOM WORKSHOP:
R&D NEW PRODUCT – AUTUMN MENU BY CHEF KARASAWA
Upon attending the workshop, participants should be able to understand the following learning objectives: • To learn newly developed Japanese cuisine product for Autumn Season (4 signature Dishes)
L3-5 Western/ Japanese Kitchen Staff
POSTPONED UNTIL FURTHER NOTICE
POSTPONED UNTIL FURTHER NOTICE
CLASSROOM WORKSHOP:
R&D NEW PRODUCT – WINTER MENU BY CHEF KARASAWA
Upon attending the workshop, participants should be able to understand the following learning objectives: • To learn newly developed Japanese cuisine product for Winter Season (4 signature Dishes)
L3-5 Western/ Japanese Kitchen Staff
POSTPONED UNTIL FURTHER NOTICE
POSTPONED UNTIL FURTHER NOTICE
CLASSROOM WORKSHOP:
WESTERN BANQUET RECIPES
New western banquet recipes designed for the Asian market, this course is to assure that the properties have sufficient quality recipe database to be able to offer high quality meal, which will be simple but focus on seasonal product and high-quality skill and innovative approach. Each properties will be able to provide quality western menus , using the vetted recipes that will be populating our database.
F&B Culinary Level 3 & 4 Staff
POSTPONED UNTIL FURTHER NOTICE
POSTPONED UNTIL FURTHER NOTICE
CLASSROOM WORKSHOP:
STOCK & BASIC SAUCE APPLICATION
Upon attending the workshop, participants should be able to understand the following learning objectives: • To go back to the basics stock & sauce application to accurate and consistency on quality on the western offerings
F&B Culinary Level 3 & 4 Staff
POSTPONED UNTIL FURTHER NOTICE
POSTPONED UNTIL FURTHER NOTICE
CLASSROOM WORKSHOP:
TEA CUISINE
Understanding the use and the different cooking technics to apply when cooking with tea, this course will be dispensed by a talented Tea sommelier on the first day. the second and the third days will be for the learning of the approved tea cuisine recipes which should populate the Lobby lounge and Specialty restaurant of each properties.
F&B Culinary Level 3 & 4 Staff
POSTPONED UNTIL FURTHER NOTICE
POSTPONED UNTIL FURTHER NOTICE
CLASSROOM WORKSHOP:
WSET 2 AND UPSELLING TRAINING (CHINA HOTELS)
For Tier 1-3 hotels: Mandatory for all level 3 and 4 front of house staff For Tier 4 Hotels: Mandatory for anyone in charge of beverage/wine program Level 4 front of house staffs are the ones who directly contact our customers. If they are better trained on wine knowledge and upselling, it will have a significant impact on our wine culture, service and revenue. Also this can serve as a recruitment and retention tool and differentiate our brands from others within the industry. In order to build wine culture and increase the wine sales, we must have progressive and structured wine training to our floor staff. This course teaches in-depth knowledge on wine and covers majority of the wines on our wine lists. A half-day upselling course will be conducted on the last day of training.
POSTPONED UNTIL FURTHER NOTICE
POSTPONED UNTIL FURTHER NOTICE
CLASSROOM WORKSHOP:
WSET 3 (CHINA HOTELS)
For Tier 1-3 hotels: Mandatory for anyone who is (partially) in charge of beverage/wine program; Sommeliers, beverage managers, ADFB in charge of wine/beverage program For Tier 4 Hotels: Mandatory for anyone in charge of beverage/wine program With all of level 5 front of house staff achieving e-Learning and all of level 3 & 4 front of house staff achieving WSET 2, any staff who is focused with wine operation (sommelier, beverage manager, etc.) must complete WSET 3, as a progression of the wine training structure. Successful completion of the course indicates an expertise level of wine knowledge, which should be mandatory for anyone who is running hotel’s wine program.
POSTPONED UNTIL FURTHER NOTICE
POSTPONED UNTIL FURTHER NOTICE
CLASSROOM WORKSHOP:
WSET 2 (NON-CHINA HOTELS)
In order to build wine culture and increase the wine sales, we must have progressive and structured wine training to our floor staff. This course teaches in-depth knowledge on wine and covers majority of the wines on our wine lists. A half-day upselling course will be conducted on the last day of training. Level 4 front of house staffs are the ones who directly contact our customers. If they are better trained on wine knowledge and upselling, it will have a significant impact on our wine culture, service and revenue. Also this can serve as a recruitment and retention tool and differentiate our brands from others within the industry.
All Level 3 and 4 frontline F&B service staff of Tier 1, 2 & 3 Hotels
POSTPONED UNTIL FURTHER NOTICE
POSTPONED UNTIL FURTHER NOTICE
CLASSROOM WORKSHOP:
WSET 3 (NON-CHINA HOTELS)
With all of level 5 front of house staff achieving e-Learning and all of level 3 & 4 front of house staff achieving WSET 2, any staff who is focused with wine operation (sommelier, beverage manager, etc.) must complete WSET 3, as a progression of the wine training structure. Successful completion of the course indicates an expertise level of wine knowledge, which should be mandatory for anyone who is running hotel’s wine program.
Sommeliers, sommeliers, beverage managers, assistant sommeliers and commis sommeliers
POSTPONED UNTIL FURTHER NOTICE
POSTPONED UNTIL FURTHER NOTICE
CLASSROOM WORKSHOP:
BAR PROFESSIONAL SEMINAR & MIXOLOGY TECHNIQUE TRAINING (INTERMEDIATE BAR TRAINING)
Upon attending the workshop, participants should be able to understand the following learning objectives: • To train the group’s potential bar/beverage talents to achieve international bartender standards and to inspire by innovation and new trends in order to enhance revenue generation.
Level 3 and 4 All hotel's Head Bartenders and Bartenders
POSTPONED UNTIL FURTHER NOTICE
POSTPONED UNTIL FURTHER NOTICE
CLASSROOM WORKSHOP:
ART OF BARISTA TRAINING (CHINA HOTELS)
Upon attending the workshop, participants should be able to understand the following learning objectives: • Revenue Enhancing, Colleague Engagement, Service Quality • To enrich basic Barista knowledge and skills for our frontline service staff in order to demonstrate the professionalism of our brand and to maintain high quality of coffee supplies in order to gain brand awareness and enhance revenue generation.
F&B Level 4 and 5 Service Staff
POSTPONED UNTIL FURTHER NOTICE
POSTPONED UNTIL FURTHER NOTICE
CLASSROOM WORKSHOP:
SPECIALTY COFFEE ASSOCIATION (SCA) FOUNDATION & INTERMEDIATE TRAINING CERTIFICATION
Upon attending the workshop, participants should be able to understand the following learning objectives: • To groom and retain potential talents and to build brand awareness in the industry. This program is offered only to the top performers in the Art of Barista Training. They will further enhance their barista skills to an intermediate level.
Those individuals who achieve exceptional results in the Art of Barista program
POSTPONED UNTIL FURTHER NOTICE
POSTPONED UNTIL FURTHER NOTICE
HR
COURSE:
HOW TO CONDUCT A PERFORMANCE CONVERSATION
Are you struggling with how to start the performance conversation with your subordinates? This course equips you with the knowledge and skills to conduct an objective conversation with colleagues, recognizing their achievements and providing constructive feedback to help them grow, develop and improve.
All colleagues
Estimated duration: 30 minutes
Language available: English
LINK TO COURSE
COURSE:
INTERVIEW SKILLS – LEVEL 1
Are you looking to hire the best talent for your team? How do you make a neutral and informed hiring decisions from interviews? Are you representing Shangri-La Group and yourself the right way during interviews? Upon completion of this course, learners should be able to understand the following: • Structure an interview • Know what questions to ask in order to assess candidates effectively • Create a good candidate experience
All Hiring Mangers and HR colleagues: • Hotels – HR L3 and above • HQ offices – HRBPs and those involved in interview process (M2 and above)
Estimated duration: 1 hour
Language available: English
LINK TO COURSE
COURSE:
JOB ADVERTISEMENT WRITING GUIDELINES
A Job advertisement is not a Job description. It is a channel/strategy to attract the right candidate for our company. It represents our BRAND. Shangri-La seeks to provide equal opportunity for all qualified applicants regardless of gender, race, religion, disability, marital status, sexual orientation, family status or any other personal characteristics.
All colleagues
Estimated duration: 1 hour
Language available: English
LINK TO COURSE
COURSE:
EXCEL/WORD/POWERPOINT (PPT) COURSES
In this course, you will be able to learn more about the basic and intermediate functions of Excel, Word and PowerPoint (PPT). All the learning materials are provided by Office365.
All colleagues
Estimated duration: 1 hour
Language available: English
LINK TO COURSE (EXCEL) LINK TO COURSE (WORD) LINK TO COURSE (PPT)
COURSE:
VIRUS SPREAD PREVENTION – PART 1
This course on Virus Spread Prevention aims to raise awareness about the coronavirus. It covers some daily preventive measures and recommended actions to protect yourself, your family, friends, and colleagues from virus infections.
All colleagues
Estimated duration: 20 minutes
Language available: English, Simplified and Traditional Chinese, and Turkish
LINK TO COURSE
COURSE:
VIRUS SPREAD PREVENTION – PART 2
We all need to know how to communicate effectively and with great urgency in different situations. We encourage you to follow the standard operating procedures in order to reduce the probability of infection within the workplace and provide a clean and hygienic environment.
All colleagues
Estimated duration: 15 minutes
Language available: English, Simplified and Traditional Chinese, and Turkish
LINK TO COURSE
COURSE:
JEN DEEP DIVE
In-depth information and must know about the brand, JEN by Shangri- La. Upon completion of this course, learners should be able to know: • Live New Asia • Brand Pillars and Personalities • Target Personas • Experience Principles and Signature Programmes
Already assigned to all JEN Talents (All colleagues are recommended to take the course)
Estimated duration: 30 minutes
Language available: English and Simplified Chinese
LINK TO COURSE
COURSE:
LIVE JEN
The Service Culture program for Talents to fully embrace the brand. Upon completion of this course, learners should be able to know: • Aspects of the brand Personality (V.I.P.S.): Vibrant, Inclusive, Progressive and Sophisticated. • Our tone of voice and how we speak. • Our behaviours and we interact with one another.
Compulsory for all JEN Talents (Colleagues from other brands are recommended to take the course)
Estimated duration: 30 minutes
Language available: English
LINK TO COURSE
COURSE:
LIVE NEW ASIA – JEN CUSTOMER EXPERIENCE
Upon completion of this course, you will learn the 3 key aspects of the JEN Customer Experience – our identified guest personas “New Asia Pacesetters”; the fundamental concept of their needs “Experience Principles”; and actionable “JEN Signature Experience Programs” that we offer to establish our identity as JEN.
Compulsory for all JEN Talents (Colleagues from other brands are recommended to take the course)
Estimated duration: 30 minutes
Language available: English
LINK TO COURSE
COURSE:
INTERACTIVE ARTICULATE LEANRING
Participants will learn how to use Articulate360, specifically RISE and some components of Story-line. The course objectives are:
• Know how to create lessons in Rise and Storyline • Add content, like text, interactions, and quiz into the course • Customise the course by changing course setting • Publish the course for review, sharing, and exporting • Upload the course to Shangri-La Academy
Learning managers and Articulate license holders only
Estimated duration: 1 hour
Language available: English
LINK TO COURSE
COURSE:
JEN GROOMING GUIDE
In order to strengthen the brand knowledge of our JEN Talents, this course provides detailed information with graphics on the JEN style, and the Uniform and Grooming guidelines covering the following aspects: • Clothing • Cuts and Colours • Footwear • Jewelry and Accessories Colleagues must complete the NEW COLLEAGUES ORIENTATION before taking this course.
This course is open for self-enrolment and compulsory for all JEN Talents.
Estimated duration: 20 minutes
Language available: English
LINK TO COURSE
COURSE:
FRAMING PERFORMANCE MODULE 1 (LEADERS/FRONT-LINE COLLEAGUES)
In preparation for this year Performance Development Review (PDR) process, the Shangri-La Academy team is pleased to roll-out a series of Learning Modules – Framing Performance. The purpose of this series is to give clarity of what makes performance at Shangri-La, how to coach for performance objectively as well as how to give and receive feedback to enhance the value of the PDR process. This module introduces the definition of performance and provides the behavioural descriptors of the Shangri-La Leadership competencies at different job levels.
The Leaders version is for anyone with responsibility to manage an individual or a team. The Front-line Colleagues version is compulsory for all front-line colleagues.
Estimated duration: N/A
Language available: English
LINK TO COURSE (LEADERS) LINK TO COURSE (FRONT-LINE COLLEAGUES)
COURSE:
FRAMING PERFORMANCE MODULE 2 (LEADERS/FRONT-LINE COLLEAGUES)
The purpose of this module is to assist leaders in understanding the PDR process as well as leveraging on the opportunity to add value to our teams when conducting this years’ PDR.
The Leaders version is for anyone with responsibility to manage an individual or a team; or whose role is in leadership even if the leader does not have anyone reporting to him/her directly. The Front-line Colleagues version is compulsory for all front-line colleagues (non-leaders).
Estimated duration: N/A
Language available: English
LINK TO COURSE (LEADERS) LINK TO COURSE (FRONT-LINE COLLEAGUES)
COURSE:
EFFECTIVE MEETING ESSENTIALS MODULE 1
We always come across with meetings in our work lives, but how can we ensure the effectiveness of meetings hosted both physically and virtually? In this course, we are presenting tips to facilitate a productive meetings by learning: • Key elements of an effective meeting • Pre-meeting preparation • Technological tools that drive interactions and engagement • Do’s and Don’ts in virtual meetings
Strongly recommended for all colleagues who would like to sharpen their skills in hosting effective meetings
Estimated duration: 40 minutes
Language available: English
LINK TO COURSE
IT
COURSE:
OFFICE 365 LEARNING PORTAL EXPLORATION
In this course, we are going to introduce you the Office365 Learning Portal custom-made by Microsoft for our Shangri-La collagues, and explore the functionalities on the site as well as the applications offered. The learning objectives are as of the following: • Orient our colleagues about self-learning of the Office365
applications on the Portal • How to navigate the site • Exploration on the functionalities of each application
All Shangri-La colleagues who have access to Office365
Estimated duration: 45 minutes
Language available: English
LINK TO COURSE
COURSE:
USING POWER BI BY MICROSOFT
This course aims to introduce users to the software "Power BI" by Microsoft, a business analytics tool which allows you to filter and visualise data much more effectively. This is useful for anyone interested in advanced data analytics. At the end of the course, the
learner should know: • What Power BI is • How to use dashboards
• How to transfer data into Power BI • Using visualisations in Power BI • Creating filters
Leaders who use data frequently
Estimated duration: 45 minutes
Language available: English
LINK TO COURSE
CLASSROOM WORKSHOP:
PROPTECH ACCOUNTS MANAGER WORKSHOP
Upon attending the workshop, participants should be able to understand the following learning objectives: • To review KPI and Deliverables for H1 & plan for H2 and 2021 KPI
PropTech Account Managers for Sales, IP, F&B, Sales Force
POSTPONED UNTIL FURTHER NOTICE
POSTPONED UNTIL FURTHER NOTICE
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