Q2 NEWSLETTER

THEKRAYAT NEWSLETTER

Quarter 2, 2024

Shangri- La Barr Al Jissah & Shangri- La Al Husn, Muscat

Section 1 Meet Our New Resort General Manager

Section 2 Our new EXCOM members & Getting to know our leaders

Getting To Know our Leaders

How do you practice work life balance? I have two kids, aged 8 and 4, and I love spending time with them. After my duty, I try to go home right away to spend priceless time with my children.

What was your first job? I started working when I was 9 years old and took on various jobs. I began at a petrol station as a cleaner, then moved through different roles until I entered the hospitality industry in 2007 as a Lift Boy in a 4-star hotel in Egypt.

Mostafa Nagy Front Office Manager Al Husn Hotel

How do you motivate your team? I ensure that my team knows their value, is knowledgeable, and feels empowered so they can be their best selves every day. I believe a leader should first be a trainer, to teach the team how to do their jobs well, and then an entertainer, to ensure the team enjoys their work. Based on our Shangri-La Beliefs, what is that one belief which resonates most with you? “Do Good" resonates the most with me. If we strive to do good in every aspect of our lives, the consequences will always be positive.

Share one of your most unforgettable moments of joy while working at Shangri-la? I have been with Shangri-La since 2014 and have had many joyful moments. Recently, I had a conversation with my manager before an important meeting and wished him good luck. He responded with one of the most valued compliments I’ve ever received: "I don’t need luck if I have someone like you in my team." This meant the world to me and made me feel truly valued and appreciated.

What motivates you? My primary motivation is ensuring the safety and well-being of our guests and staff. Knowing that our team can respond effectively in emergencies and create a secure environment gives me a deep sense of purpose and satisfaction. I’m driven by the challenge of constantly improving our safety standards and seeing the tangible impact of our efforts.

Aside from Fire Life & Safety, what are your other hobbies ? Outside of my professional role, I have a keen interest in outdoor activities such as Hiking, camping, or other adventures. This passion helps me stay balanced and brings a creative aspect to my life that complements my work in Fire Life Safety.

In your opinion, what makes a great leader? A great leader is someone who leads by example, inspires trust, and empowers their team. Effective communication, empathy, and the ability to make informed decisions under pressure are essential traits. I believe in fostering an environment where everyone feels valued and has the opportunity to contribute and grow.

Ammar Al Hajri Fire Life & Safety Manager

Based on our Shangri-La Beliefs, what is that one belief which resonates most with you? The belief that resonates most with me is “Do Good” This principle aligns closely with my commitment to creating a safe and welcoming environment for all our guests. It’s about going the extra mile to ensure comfort and peace of mind, which is foundational to both hospitality and safety

Share one of your most unforgettable moments of joy while working at Shangri-la? One of my most unforgettable moments was when our team successfully conducted a large-scale emergency drill that went flawlessly. The teamwork, coordination, and dedication displayed by everyone involved were truly inspiring. Seeing the drill's success and the confidence it instilled in our staff and guests was a moment of immense pride and joy for me.

Section 3 Feed your mind! Learning Sessions

Shangri- La Orientation

With a warm welcome, we began our Shangri-La Orientation for our new family members. They had a memorable and meaningful experience through a 3-days workshop that included an introduction to Shangri-La Culture, the Shangri-La Way, and a City Tour to learn more about our brand and the beautiful country of Oman.

ERT Training

Our ERT team participated in the ERT (Emergency Response Team) training to master their roles and ensure the safety of the resort. This training provided them with essential skills and knowledge, empowering them to effectively manage any emergency situation and implement the standards of safety for our guests and colleagues.

HACCP Training Our Direct Food Handlers team participated in HACCP (Hazard Analysis and Critical Control Points) training to enhance their expertise and ensure the highest standards of food safety at our resort. This comprehensive training covered the identification and management of potential food safety hazards, the implementation of critical control points, and the monitoring of safety procedures. By mastering these skills, our team is better equipped to maintain a safe and hygienic environment to provide our guests with the highest level of quality and safety of the food we serve at our restaurants,

Security Awareness Training

We recently conducted a Security Awareness Training for our colleagues to strengthen their understanding of safety protocols and to ensure the security of our resort which is the responsibility of everyone. It covered a wide range of topics, including recognizing potential threats, effective communication during emergencies, using the emergency codes and the proper actions to take when handling any incident. By enhancing our colleagues’ skills and knowledge, our team is better prepared to protect our guests, colleagues, and resort, ensuring a safe and secure environment for everyone.

First Aid & CPR Training

We trained and certified around 155 colleagues based on the key roles like ERT, Lifeguard, S&R, Babysitters & from various other departments. It is very vital in our daily operations ensuring our team is ready to respond in case of any Medical Emergency. Thank you our Hidden Heroes!!!!

From our sister hotels, Shangri-La Dubai and Shangri-La Abu Dhabi, we were delighted to welcome David Ogunmola and Akshay Sharma . They joined SLMU/H for Task Force as Butler Service to support our operations during the period when we hosted the Mutika Group at our resort. David and Akshay provided exceptional service and contributed significantly to delivering an outstanding guest experience. We extend a big thank you to both for their invaluable support.

Task Force

Task Force We were pleased to welcome Chef Giuseppe Di Silvestro from our sister hotel Shangri- La Jakarta as Culinary Task Force. He joined us to support our culinary operations during the busy period when we had the Mutika Group at our resort. Chef Giuseppe brought his exceptional culinary skills and creativity that enhanced our dining experience and delighted our guests. We extend our heartfelt thanks to Chef Giuseppe for his invaluable contribution and support.

Task Force Our colleagues Yonis, Khalil, Mohamed, and Walid from the F&B Service and Culinary Department travelled to Shangri-La Ulaanbaatar, Magnolia, for Task Force Team to support in the Middle Eastern Food Promotion which has been organized there from June 16 to June 29. They had a wonderful experience, which they were excited to share with us. We are proud of their efforts and look forward to having more opportunities for talent support between our sister hotels.

Section 4 Moments of Joy

Moments of Joy We believe in creating unforgettable experiences not just for our guests, but also, for our team members.

This quarter, we recognized 100 outstanding employees for their extraordinary efforts, shining a spotlight on 2 Joy Ambassadors and 12 Joy Delighters within the group! We kicked off the celebration with engaging games like cup catching and mystery identity challenge which made this event more fun and filled with laughter. A delicious cake cutting ceremony added a sweet touch to this event as we took a moment to celebrate the birthdays of our amazing colleagues.

Moments of Joy

Danica Jan Cimatu Campanano SL - Housekeeping Secretary Maybelline Joyce Benedicto SL - Guest Relation Let’s take a moment to appreciate these employees who went the extra mile to enhance the guest experience resulting in earning a deserving title of “JOY AMBASSADOR”.

Moments of Joy

This quarter, we celebrated a milestone with a remarkable group of trainees who absolutely crushed their Internship! We high-fived their progress, cheered on their victories over obstacles, and toasted to the friendships that bloomed during the training.

Met through Shangri-La Working at Shangri-La Wedding at Shangri-La Then Says

We truly are experts in creating and delivering MOMENTS of JOY not only for our guest but for our colleagues as well.

Two of our wonderful colleagues from SLJD & SLMU/H officially said “I DO” during their marriage vows last month on 19th June in Manila, Philippines. Congratulations & Best Wishes to Melgarr Crisostomo & Jannielyn Trinidad

Join us to extend our congratulations and happy wishes to our Colleagues Kyle Hernandez and Shristy Thapa from the F&B Service Department who met in Shangri- La Muscat during their working journey and officially celebrated their wedding on June 4th in Nepal.

MOMENTS of JOY!!!!

Section 5 Sustainability Initiatives

CSR Initiatives

To protect our mother earth and to do our part towards the environment, SLMU/H colleagues participated in several CSR initiatives like planting in various locations around the resorts, cleaning the beaches, and cleaning the roads after the heavy rain.

May 28

April 17

April 4

May 28

June 4

June 9

CSR Initiatives

World Turtle Day, May 23

On the Occasion of International Days which aim to care about our community and environment, our guests and colleagues participated in different activities to raise the awareness among them.

World Environment Day, June 4

World Health Day, May 7

Inter-department Beach Volleyball Competition

Beating the heat & humidity of summer, we

organized an Inter- department Beach

Volleyball Competition among our departments. It was so fun & enjoyable for our players and supporters. Congratulations to the F&B Service team for winning the Championship against our Admin Team (EO, HR &Fin/IT).

Breakfast with our Night Shift Colleagues

Last 27th of June, our night shift duty colleagues were invited for a sumptuous breakfast together with our new Resort General Manager Philippe Kronberg & Hotel Manager Nick Flynn at Samba Restaurant. They had a great time chatting and enjoying breakfast with our Night Shift Heroes!

Barbeque Night

Barbeque Night at the Staff Accommodation are arranged monthly with different themes during dinner for our colleagues

Our colleagues enjoyed their dinner while having different venue and food themes during their dinner.

Global Wellness Day

Global Wellness Day served as a catalyst for a renewed focus on well being. We embraced the spirit of holistic well-being by dedicating a day full of activities that nurture the mind, body and soul.

World Food Safety Day

On the 9th of June, our Hygiene Team organized a fun activity with lots of prizes to celebrate the “World Food Safety Day” Our colleagues enjoyed the activities and understood the importance of Food Safety for our health.

HORECA 2024

Our colleagues from Culinary, F&B Service & Housekeeping joined the annual competition of HORECA which was held in Oman for 3 days in June. There were 23 colleagues who joined in different categories. With our culture of always delivering the best effort in our craft, we successfully won 4 Gold , 7 Silver , 7 Bronze & 9 Merit Awards.

Let’s congratulate our Gold Medal Awardee’s : Bed Making Competition

Chiran Jeewapriya Samarakoon & Eranda Dilsan Dayananda Best Croissant Hassan Arif Amjad Al Zidjali

Let’s watch our Colleagues’ Moments of Joy & Triumph during the HORECA Competition

Section 6 Guest Engagement Performance & Trip Advisor Ranking

Guest Engagement Performance

Al Husn Hotel

Al Bandar Hotel

Problem Handling

Problem Free

Overall Staying Experience

Target: 94% Actual: 95.76%

Target: 77.2% Actual: 82.09%

Target: 72.2% Actual: 74.21 %

Target: 90% Actual: 92.74%

Target: 75.3% Actual: 79.19%

Target: 67.9% Actual: 73.28 %

Service Attentiveness & Thoughtfulness

Internet

Arrival

Internet

Arrival

Target: 89.10% Actual: 89.75 %

Target: 92.5% Actual: 93.68 %

Target: 94% Actual: 94.85 %

Target: 84.10% Actual: 85.93 %

Target: 88.9% Actual: 92.26%

Target: 88.7% Actual: 92.49 %

Guest Engagement Performance

Al Waha Hotel

Complex

Problem Handling

Problem Free

Overall Staying Experience

Target: 86.9% Actual: 86.37%

Target: 73.3% Actual: 75.57%

Target: 61.9% Actual: 64.07 %

Target: 90% Actual: 92.03%

Target: 74.90% Actual: 79.23%

Target: 66.2% Actual: 70.71%

Service Attentiveness & Thoughtfulness

Internet

Arrival

Internet

Arrival

Target: 8.30% Actual: 78.48%

Target: 85.10% Actual: 84.9 %

Target: 85.5% Actual: 85.85 %

Target: 84.10% Actual: 85.25 %

Target: 88.60% Actual: 90.73%

Target: 88.9% Actual: 91.46 %

Trip Advisor

Overall Trip Advisor Ranking-Restaurants in Muscat

Thank you!

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