Welcome to Shangri-La

WELCOME TO SHANGRI-LA

Shangri-La Tokyo

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OUR SHANGRI-LA HISTORY

Shangri-La Kuala Lumpur

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THE LEGEND OF SHANGRI-LA

A tranquil haven in the mountains of Tibet, Shangri-La casts a spell on all who reside there.

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Shangri-La stands as a synonym for paradise . And even though mythical in origin, the name perfectly encapsulates the genuine serenity and service for which Shangri-La Hotels and Resorts have come to be recognised

Shangri-La Villingili Maldives

Shangri-La Bengaluru

Shangri-La Chang Mai

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HOW DID OUR STORY BEGIN?

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1949

The KWOK GROUP ,

our parent company was established.

1971

The first Shangri-La

hotel opens in Singapore.

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1979

Kuok Hotels is formed to manage three properties:

• Shangri-La's Rasa Sayang Resort and Spa, Penang

• Golden Sands Resort, Penang

• The Fijian, Yanuca Island, Fiji

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1982

1984 First Shangri-La hotel in China opens in Hangzhou

Shangri-La Int’l. Hotel Management Ltd. (SLIM) is founded

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1986

Shangri-La Bangkok opens

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1989

1994 Shangri-La Manila opens

First Traders hotel open in Beijing

1992

Shangri-La Jakarta opens

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1997

program was introduced

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2003

Shangri-La Dubai opens

Shangri-La Sydney opens

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2005

The first CHI Spa by Shangri-La opens in Bangkok

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2009 Shangri-La Vancouver opens in Canada

Shangri-La Tokyo opens in Japan

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2010 Shangri-La launches a new global campaign: It’s in Our Nature

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Golden Circle Loyalty Programme introduces Golden Circle Awards

2010

Shangri-La Paris opens

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2011 Kerry Hotel Pudong Shanhai opens

2014

First Hotel Jen opens in Singapore

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TODAY

70 HOTELS

13 RESORTS

3 HOTELS

10 HOTELS

3 HOTELS

2 CLUBS

42,000 colleagues worldwide! 24 countries,

Over 40,000 rooms

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OUR MANIFESTO

A heart-warming family

We are a family. We share something powerful – our genuine care and

respect for others. This belief shapes us. It shapes the way we treat all people

with selfless sincerity and thoughtful courtesy, understanding needs and

sharing feelings. It shapes the way we transform our

gracious and enchanting Asian manner to authentic experiences straight

from the heart. Our strength lies beyond our harmonious surroundings and

hideaway locations. It lies in our core values that guide us to treat each

and everyone with honour, as kin, as family.

In our family you will find tranquility, sincerity and something a great deal

rarer – our special kind of hospitality, hospitality from the heart.

Shangri-La Bangkok

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An inspiring family

Our family embraces life. We seek enjoyment and a balanced lifestyle. Our engaging, expressive personality creates a vibrant atmosphere and inspirational experiences. Our spirited creativity, stylish manner and unpretentious nature awakens one’s own individuality. We are not bound by protocol and take ownership to be adaptable and responsible. We are youthful and alluring.

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Hotel Jen

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BRAND Characteristics

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Individualistic Inspirational Vibrant Adaptable

Harmonious Tranquil Authentic Luxurious

Efficient Simple Versatile Unceremonious

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BRANDS Personality

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Spirited Engaging Unpretentious Alluring

Can-do attitude

Enchanting Graceful Appreciative Anticipating

Thoughtful Uplifting Outgoing

Proactive Practical Smart

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SERVICE Styles

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Fuss free, quality comfort & value with a twist

Formal yet personalised

Informal yet proactive

Casual yet functional

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BRAND Experience

Shangri-La London

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City hotels A luxurious retreat for the busy traveller

Efficiency and functionality for the value- conscious traveller

Simple Pleasure Easy Efficiency Injenious Idea That Jen Feeling A Sense of Adventure

A vibrant yet relaxed lifestyle

Resorts Renew, relax and discover

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PARALLELS TO AIRLINES

PARALLELS TO CAR BRANDS

OUR Competitors

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CITY HOTELS

RESORTS

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Based in the information presented about our brands, if you were given the opportunity to stay this weekend in one of them:

Which one would you choose?

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OUR SHANGRI-LA CULTURE

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A HEART WARMING FAMILY

Selfless sincerity Thoughtful courtesy

Authentic experiences straight from the heart Treat each and everyone as family Enchanting and graceful

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WHAT IS CSR?

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OUR FOCUS

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OUR FLAGSHIP PROJECTS

Unifies all biodiversity conservation and habitat protection programs

Care for the underprivileged today so they can care for themselves and others tomorrow through sustainable education and health programs Each hotel is tied to a children’s organisation for about 5-10 years with the aim to teaching them skills so they can be self-reliant in the future

Promotes better guest and local community engagement

Enables cross-promotion of all conservation programs

Turtle hatcheries, coral conservation, marine protected areas , reforestation

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OUR SUCCESS AT SHANGRI-LA

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GROUP AWARDS 2016

• Best Hotel Chain in Asia Pacific, DestinAsian Readers’ Choice Awards

2016 (Asia)

• Best Business Hotel Brand in Asia-Pacific, Business Traveller Asia-Pacific

Awards 2016

• Best Business Hotel Chain in China, 2016 Best in Business Travel Awards,

Business Traveler USA

• Best Hotel Brand in China, 2016 Business Traveller China Awards

• Best Business Hotel Chain in Asia Pacific, Business Traveller UK Awards 2016

• Best Hotel Brand in Asia, SmartTravelAsia.com 2016 Best in Travel Poll

(Hong Kong)

• Best Luxury Hotel Brand, TTG Travel Awards 2016 (Asia)

• Best Luxury Hotel Brand in Greater China, TTG China Travel Awards 2016

• One of the World’s Best Hotel Groups, Telegraph Travel Awards 2015-16

(UK)

• Shangri-La Asia – index component, Dow Jones Sustainability Indices

(2016)

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GROUP AWARDS 2017

• Best Upscale Hotel Brand and Best Corporate Social Responsibility Programme, Business Travel Awards 2017 (UK)

• Best Hotel Chain (Worldwide), Globe Travel Awards 2017, Travel Weekly (UK)

• Best Luxury Hotel Brand in Greater China, The 10 th Annual TTG China Travel Awards 2017

• Best Hotel Brand for Business and one of the Top 5 Best Hotel Brands for Leisure, DestinAsian Readers’ Choice Awards 2017 (Singapore)

• Only donator of Playdagogie by Play International, which is awarded as the Best CSR Initiative 2017 in France by the French President

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OUR SUCESSFUL FUTURE AT SHANGRI-LA

Shangri-La Toronto

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BUILDING A DYNAMIC CULTURE

PACE OF GLOBAL CHANGE

TRAVEL INDUSTRY CHANGE

SHANGRI-LA HOTELS & RESORTS

Experienced Talent with commitment to excellence and deep rooted culture

Technology transforms the world and upends established business

Intermediaries threaten margins

Mobile is the key to commerce, relevance, communication, marketing Talent seeks work based on culture, values, opportunity and learning

New leadership committed to growth & the future

Globalization and Urbanization create new pressures

Credible Brand, partner, employer

Environmental impacts are global and pose unique risks

A ssets with potential for re-deployment, growth, diversification

Consolidation creates one-stop- shop enterprises. Brand fatigue

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OUR PLAN

These strategic pillars will guide our decision-making on resources, prioritization, metrics and support by all stakeholders

1. Bring the best technology to enhance processes, commerce and relationships

2. Build high-impact Revenue Generation & Revenue Optimization organisations

3. Leverage the company’s scale to build synergies that drive profitability

4. Build a skilled, diverse and engaged talent base

5. Build demand-centric brands for guests and owners

6. Make rich data science, analytics and insights available to relevant parties

7. Deliver a high value owner proposition (Managed Business Model)

8. Deliver lifelong l earning across the company

9. Create the structure to deliver strategies, performance & culture

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A BALANCED VIEW TO DEFINE SUCCESS

We will use balanced metrics to clearly gauge success • Focus on all stakeholders • Define the metrics that matter most • Cascade the metrics to create clear alignment and support • Use the metrics to prioritize and reduce distraction • Monitor the metrics to assess performance and course correct

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VALUE FOR TEAM MEMBERS

BE THE PLACE THE VERY BEST TALENT WANTS TO BUILD A CAREER

Give employees purpose and a sense of belonging

Clarify roles and show how everyone contributes to our goals.

Continuously help our people learn and grow.

Reward and celebrate team members so they feel fulfilled and we build success together

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VALUE FOR GUESTS

CREATE EXPERIENCES THAT DRAW TARGETED CUSTOMERS OVER GENERATIONS

Offer Brands, service and products that earn loyalty

Build Golden Circle to reward loyalty and build truly personal relationships

Build data to know our guests, deliver on their needs and exceed expectations

We are efficient to do business with for companies and meeting planners

Our heritage and values are evident in how we treat our guests

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BENEFITS FOR COMMUNITIES

WE CONTRIBUTE TO THE COMMUNITIES WHERE WE WORK AND LIVE

We are part of our communities

We give back and support the people and the neighborhoods where we work and live

We provide meaningful employment build skills and knowledge

We are there in times of need

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VALUE FOR OUR OWNERS & INVESTORS

WE ENTER INTO RELATIONSHIPS WHERE WE KNOW WE CAN DRIVE RESULTS

- KPI’s - Deliver on expected returns - Unique value in Managed environment - Access to decision makers - Distribution vs True Value

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IT IS OUR PEOPLE WHO MAKE THE DIFFERENCE.

THANK YOU

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