News Letter SLMH & SLMU
#FINDYOURSHANGRILAMUSCAT
Section 1 . AGM’S MESSAGE . GET TO KNOW YOUR LEADERS
AGM’s Message
2023 HAS BEEN A ROLLER COASTER, IT WAS A YEAR FULL OF CHALLENGES AND ALSO GREAT ACHIEVEMENTS AND WE WENT THROUGH IT ALL TOGETHER. THE COOPERATION, HARDWORK, DEDICATION AND COMMITTMENT FROM EACH AND EVERY ONE HAS MADE THIS A SUCCESS. 2024 IS HERE AND WE CAN’T WAIT TO SEE WHAT IT BRINGS AND TO HAVE ANOTHER FRUITFUL JOURNEY TOGETHER. THANJK YOU FOR ALL YOUR EFFORTS AND CONTRIBUTIONS. HAPPY NEW YEAR TO YOU AND YOUR FAMILIES.
Getting to know our leaders FATMA AL SULAIMANI
DIRECTOR OF HUMAN RESOURCES
IN OUR RECENT BRANDFILM LAUNCH, WE USED THE TAGLINE: #FINDYOURSHANGRILA. CAN YOU ILLUSTRATE IT USING YOUR OWN PHOTO HOW YOU UNDERSTOOD THIS TAGLINE WITH YOUR ADDITIONAL HASHTAGS CREATING MOMENTS OF JOY FOR GUESTS SHOULD BE THROUGH CUSTOMIZING THE EXPERIENCE FOR THEM AS EACH GUEST IS DELIGHTED IN A DIFFERENT WAY. WHEN I GO ON VACATION, I I’M DELIGHTED WITH THE ADVENTURE THAT I CAN EXPERIENCE FOR THE FIRST TIME AND CREATE MEMORIES WITH MY FAMILY. #FINDYOURADVENTURE
SELECT FROM THE FIVE CHARACTERS OF THE BRANDFILM THE ONE THAT RESONATES WITH YOU THE MOST AND WHY? THE “TRAIN” RESONATES WITH ME THE
MOST AS WHENEVER I SELECT A DESTINATION, I ENSURE IT HAS
DIFFERENT ACTIVITIES AND ADVENTURES THAT WE AS A FAMILY CAN EXPERIENCE AND ENJOY TO CREATE OUR LONG LASTING MEMORIES. DURING YOUR DAYS OFF, WHAT IS YOUR FAVORITE THING TO DO, DESCRIBE IT AND WHY?
SPENDING QUALITY TIME WITH MY HUSBAND, KIDS, AND FAMILY IS A WONDERFUL WAY TO ENJOY MY DAY OFF. AS IT ALLOWS ME TO STRENGTHEN MY RELATIONSHIP, CREATE LASTING MEMORIES, AND FOSTER A SENSE OF TOGETHERNESS. WHETHER I ENGAGE IN ACTIVITIES LIKE GOING TO THE BEACH, BREAKFAST OUTINGS, OR SIMPLY HAVING HEARTFELT CONVERSATIONS, THESE MOMENTS BRING JOY AND FULFILMENT TO MY DAY. FAMILY TIME PROVIDES A SENSE OF BELONGING AND SUPPORT, MAKING IT A VALUABLE AND ENRICHING EXPERIENCE.
CAN YOU SHARE ONE OF YOUR CHALLENGES IN LIFE AND HOW DID YOU OVERCOME IT?
ONE OF THE CHALLENGES THAT I HAD TO OVERCOME WAS WHEN I HAD EARNED A SCHOLARSHIP TO STUDY MASTERS IN THE UNITED STATES AND AFTER THOUGHTFUL DISCUSSIONS WITH MY FAMILY, I DECIDED TO LEAVE MY JOB BACK THEN TO PURSUE MY EDUCATION. AT THE TIME, MY FIRST BORN WAS AROUND 3 YEARS OLD AND SECOND CHILD WAS 6 MONTHS. I WAS TO START A NEW CHAPTER AND TRAVELLED TO NEW YORK WHICH WAS RENOWNED FOR BEING ONE OF THE MOST EXPENSIVE CITIES IN THE WORLD, SO I LEFT MY JOB IN OMAN AND HAD TO MANAGE ABROAD WITH A TIGHT BUDGET. THE JOURNEY WAS FAR FROM EASY, I HAD TO METICULOUSLY PLAN MY FINANCES, QUICKLY FAMILIARIZE MYSELF WITH THE CITY AND ITS COMPLEX METRO SYSTEMS, AND OFTEN RESORTED TO COVERING SUBSTANTIAL DISTANCES ON FOOT, AVERAGING 10 TO 15 KILOMETERS EACH DAY. MY INTENTION EARLY ON WAS TO TAKE MY KIDS WITH ME AND EVEN FOUND A SCHOOL FOR THEM IN THE NEIGHBORHOOD WHERE I LIVED, HOWEVER, MY HUSBAND, STRONGLY INSISTED ON KEEPING THEM IN OMAN. HE ASSURED ME, SAYING, "IT'S ONLY TWO YEARS. I'LL TAKE CARE OF THEM. YOU GO, PURSUE YOUR STUDIES, AND RETURN SAFELY, IN SHAA ALLAH." WITH HARD WORK, DEDICATION, AND DETERMINATION TO ACHIEVE MY GOAL, I WAS ABLE TO SUCCESSFULLY COMPLETE MY EDUCATION AND WALKED ACROSS THE GRADUATION STAGE WITH MY SON BY MY SIDE. THE CHEERS OF THOSE IN ATTENDANCE, INCLUDING MY HUSBAND, MADE IT ALL WORTHWHILE IN THE END.
Getting to know our leaders
FIONA VAN DER HAER DIRECTOR OF SPA
IN OUR RECENT BRANDFILM LAUNCH, WE USED THE TAGLINE: #FINDYOURSHANGRILA. CAN YOU ILLUSTRATE IT USING YOUR OWN PHOTO HOW YOU UNDERSTOOD THIS TAGLINE WITH YOUR ADDITIONAL HASHTAGS
#SHANGRILASHINE #SHANGRILAMOMENTS
SELECT FROM THE FIVE CHARACTERS OF THE BRANDFILM THE ONE THAT RESONATES WITH YOU THE MOST AND WHY?
PENGUINS, WHEN IN DOUBT AND UNSURE HAVE A SPIRIT OF CONQUER, BELIEVE THAT YOUR TEAM IS WITH YOU.
CAN YOU SHARE ONE OF YOUR CHALLENGES IN LIFE AND HOW DID YOU OVERCOME IT?
BEING REDUNDANT DURING THE EPIDEMIC AND FINDING INSPIRATION THROUGH READING AND HAVING HOPE AND FAITH FOR BETTER AND MOST OF ALL BELIEVING THE BEST IS YET TO COME.
SINCE YOU WERE WORKING IN A CRUISE SHIP BEFORE, WHAT IS YOUR FAVORITE DESTINATION AND WHY HAS IT BECOME MEMORABLE?
FIONA COZUMEL MEXICO AS I HAD THE GREAT OPPORTUNITY TO SPEND SOME TIME SCUBA DIVING AND FOR THE VERY FIRST TIME SWAM WITH THE DOLPHINS IN THE OCEAN. IT WAS TRULY AN AMAZING AND MEMORABLE EXPERIENCE.
Section 2 . SHANGRI- LA ORIENTATION . TRAININGS . ELEARNING SECTION
NewShangri-la Orientation
To be the best loved hospitality group, our new colleagues began their journey with Shangri- La orientation where they got to know the brand, the culture and became familiar with the hotel product knowledge.
Shangri- La Way is a big part of our orientation where we train our new joiners to be successful hosts and embed into the culture.
Not to forget our Hotel Tour and city tour that are the most interesting parts of our onboarding journey. These tours are so beneficial and at the same time help them to get to know each other better.
126
Colleagues have been Trained
96
Trainees
Junior & Emerging Leaders Program
August 31st, was the Kickoff of the fifth batch of Junior L eade rs Program for our colleagues‘. JLP is a very successful and impactful program where we always see the difference in skills and behaviours of our colleagues. In this batch we had the largest number of colleagues yet. Theses colleagues went through six modules of Shangri- la leadership c ompetencies which were a combination of online learning, classes and experiential tasks.
We also rolled out our first batch of Emerging Leaders Program. It helps our Leaders increase their leadership capabilities aligned to the six Shangri-La leadership competencies for both Business and People. Each module helps shape and guide the colleagues to become the leaders they need to be in their roles.
HACCP Training Hygiene Team conducted the Hazard Analysis and Critical Control Points Training (HACCP). It is a systematic preventive approach to food safety. It is used by Food Handlers to identify, evaluate, and control potential hazards at critical points in the food production process. HACCP training is essential for all Direct Food Handlers to ensure that they understand the principles and practices of this system.
e-Learning Section
Core Learning Programmes
SHANGRI- LA ESG MODULE 2
GLOBAL FIRE LIFE & SAFETY
GLOBAL SECURITY ORIENTATION
PERSONAL DATA PROTECTION
CYBER SECURITY
SHANGRI- LA ESG MODULE 1
100% 100% 100% 100% 100% 100%
Diversity and Inclusion
All colleagues had completed this course as per the CSRE requirement and International Women Day Project to explore the diversity and inclusion and discover what the unconscious bias is in the hotel. It helped colleagues understand the unconscious bias that can affect the workplace and how to increase their contact with different groups of people to help undermine their subconscious stereotypes.
Lifeguard Training Our Lifeguard Instructors Samir Al Hasani and Hussain Al Balushi passed their experience on Lifeguard training to Kempinski Hotel by conducting the training to their Lifeguard staff which is essential for them to ensure the safety of swimmers and beachgoers.
SCBATraining
Our
security
and
Engineering
colleagues SCBA Training with an external institute. Self-Contained Breathing Apparatus (SCBA) training is crucial for the colleagues who work in environments where the air quality may be compromised, such as firefighters, and emergency responders. attended the
Section 3 . RECOGNITION . AUDITS
Shangri-la Academy Top Learners (Q3)
RANK #1 70 courses
Thoidingjam Jasmin F&B Room Service
RANK #2 30 courses Dewage Kumudu Housekeeping
RANK #3 26 courses Ahmed Khalfan Al Abri Housekeeping
Shangri-la Academy Top Learners (Q4)
RANK #1 64 courses
Ratan Kumar Singh SL - Housekeeping
RANK #2 29 courses
Abdulmajeed Al Jabri SA -Concierge (AW)
RANK #3 23 courses Manu Kumar Singh SA - F&B service (Aangan) Mohamed Ragab SM - Chef De Cuisine (Al Tanoor)
Joy Creator Awardee (Quarter 3 )
Recognizing our Joy Creators of the 3rd Quarter We are proud to announce that 57 of our colleagues from various departments have received the "Joy Creator" recognition award. We encourage all of our team members to continue providing exceptional service to our guests and go the extra mile to exceed their expectations.
Joy Delighter Awardee (October & November)
JEROME LANOTAN SL - F&B (Sultanah)
CYLIA DUCHOSE SM - Guest Relation Manager (AH)
SAID Al MUJAINI SL - Recreations (AH)
NANCY SAMY SL - Guest Relations (AB)
Celebrating our Joy Delighter Awardees
It is with great pleasure that we honor our four Joy Delighters for the month of November: Jerome, Cylia, Nancy, and Said. Additionally, we would like to recognize 50 colleagues who have been awarded as Joy Creators for the months of October and November.
#CreatingMOMENTSofJOY #FindYour Shangri-La!
Audits
ANOTHER SUCCESSFUL YEAR WITH YET ANOTHER SUCCESSFUL SET OF AUDITS. WE PASSED THE SFS AUDIT WITH GREEN AND THE FLS AND ENGINEERING AUDIT! IT TOOK A GREAT DEAL OF TEAMWORK AND EFFORT TO ACHIEVE THIS AND WE ONLY AIM FOR HIGHER.
#CreatingMOMENTSofJOY #FindYour Shangri-La!
Trip Advisor Wall of fame
Section 4
. L&D GATHERING . HOUSEKEEPING WEEK . TOWNHALL . CSR AND COLLEAGUES ACTIVITIES
L&D Gathering
Getting Everyone Together
We hosted an L&D Gathering for all the L&D professionals across the Hotels in October. It was a fun and engaging event where we got to know the different leaders, shared best practices, challenges and worked to plan upcoming initiatives to enhance the learnings and experiences within the Hotels.
International Housekeeping Week
“Little Moments, Big Memories” September is the month of celebration for our Housekeeping colleagues. During this time, the team planned three days full of engaging activities to recognize and appreciate their significant contributions. We want to say "Thank You" to our amazing Housekeeping team, whose hard work and creativity brings joy to our guests.
TOWNHALL
“Impacting Others”
We combined our last townhall with Breast Cancer Awareness month.
The townhall started off with some activities to energize the team and stimulate their brain and remind them of our product knowledge, followed by a recognition booth, an informative session and great pink food. We also celebrated HABIBI the turtle for always creating memories and moments of joy for everyone.
Planting Day
To work in a sustainable manner and to do our part towards the environment and mother earth, we had a Planting Day to make the place more green and to raise the awareness about the importance of the sustainability.
Oman Across Ages Museum This museum is a cultural and educational landmark for all visitors who like to know about Oman across ages. It tracks the story of Oman from the first settlers of prehistory to the present, spanning different ages,
dynasties and civilizations. It was a good trip for our colleagues to explore and discover the country and to spend a good time away from work.
Trip to Sinkhole To provide our team with colorful joys of life, we planned trip to Bimma Sinkhole in east of Oman. The sinkhole is a hole in the ground caused by some form of collapse of the surface layer. Such trips shows colleagues from different places the beauty of Oman and helps them to understand the culture as well as share their knowledge with guests.
Beach Clean Up
Beach Cleaning Campaign is one of our usual activities to keep the environment clean and healthy. Colleagues from different departments participated and volunteered as part of our responsibility towards the environment.
World Food Day
Every year on October 16, the world celebrate World Food Day. Shangri-la along with other hotels in Muscat participated in a Food collecting competition for World food Day in Lulu Hyper Market where the winner is the hotel that collects the highest number of food items. All food items collected from everyone are given to poor families as part of Caring for People.
Section 5
. GUEST ENGAGEMENT SCORES
GUEST ENGAGEMENT PERFORMANCE
AL HUSN HOTEL
LIKELIHOOD TO RECOMMEND 9.27 Score Target: 9.29 71.66% Score Target: 73.89%
OVERALL STAYING EXPERIENCE 94.57% Score Target: 94%
77.21% Score Target: 73%
PROBLEM HANDLING
PROBLEM FREE
93.96% Score Target: 89%
88.05% Score Target: 86% FULFILLMENT OF PREFERENCE
SERVICE ATTENTIVENESS
GUEST ENGAGEMENT PERFORMANCE
AL BANDAR HOTEL
8.85 Score Target: 8.76
OVERALL STAYING EXPERIENCE 89.43% Score Target: 88.02% 74.58% Score Target: 73% PROBLEM FREE 84.14% Score Target: 86% FULFILLMENT OF PREFERENCE
LIKELIHOOD TO RECOMMEND
66.95% Score Target: 63%
PROBLEM HANDLING
SERVICE ATTENTIVENESS 88.41% Score Target: 89%
GUEST ENGAGEMENT PERFORMANCE
AL WAHA HOTEL
LIKELIHOOD TO RECOMMEND 8.54 Score Target: 8.62 60% Score Target: 63.04%
OVERALL STAYING EXPERIENCE 85.21% Score Target: 86.91% 72.32% Score Target: 73% PROBLEM FREE 82.55% Score Target: 86% FULFILLMENT OF PREFERENCE
PROBLEM HANDLING
SERVICE ATTENTIVENESS 84.41% Score Target: 89%
WISHING YOU A GREAT YEAR AHEAD
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