Turath Handbook
Concept
Turath is the Arabic word for “Heritage”.
Turath is a concept that was created to show-
case and present the different aspects of
Oman from Food, Culture, people, history, art
and more. At Shangri-La, the concept of
Turath aims to create a sense of awareness
and triggers creativity through the various
experiences tailored for our guests .
Key Experienc-
The Mobile Museum
•
The Art Gallery
•
Frankincense Garden
•
• Culture & Heritage Butler
Luban Shop
•
Luban Spa
•
Turath Café
•
The Mobile Museum
Our Mobile Museum is located on the 1st
floor in Al Bandar right above Turath Café.
The mobile museum in collaboration with Bait
Al Zubair Museum showcases the Omani
Culture and Heritage by displaying different
types of cultural artefacts, traditional attires,
jewelry, household items and Luban. The
museum is a sneak peak to the actual Bait Al
Zubair museum which was established in
1998 and is located in the old city of Muscat.
The museum items rotate every 6 months to
promote Bait Al Zubair museum as part of our
collaboration with them.
The Art Gallery
Our Art gallery offers an array of different
paintings from different local artists
representing the Omani Culture as well as
photography from H.E. Mohammed Al
Zubair. The art pieces also rotate every 3 to
4 months and is available for guests to visit
anytime during the day.
The Art Gallery is located on the 1st floor in
Al Bandar.
Frankincense Garden
As part of this unique guest
experience, Shangri-La has its
very own private Frankincense
Garden with 21 Frankincense
trees that were planted in
2019. The garden is located
near to the CHI Spa where our
guests can experience
Frankincense in its natural
form using different senses.
There is also a board that
displays all the information
related to frankincense.
Cultural & Heritage Butler
Our very own Culture and
Heritage Butler, also certified
as the first “Frankincense
Sommelier” in the World. The
butler is present in the Hotel
to showcase the authenticity
of the local culture. He also
takes care of the guided
Turath tours on Frankincense
Art and Architecture of our
Resorts which embrace the
culture & heritage of Oman.
Luban Shop
It’s a retail store found on
the second floor in Al Ban-
dar near to the lobby. It has
Luban based products that
guests can buy like candles,
face scrub, incense burner,
cream and essential oils.
The shop incorporates the
authenticity of Luban in the
modern beauty world.
Luban Spa
We also have our Luban
Spa in Al Husn where
guests can indulge in Ara-
bian Oriental treatments
and massages infused with
frankincense oil and Luban
Products.
Luban is the Arabic word
for Frankincense.
Turath Café
Turath Café is a coffee shop that represents
the Omani culture with a modern touch.
It offers a variety of beverage and dessert
items that are made from local ingredients
such as Frankincense, pistachio, halwa and
rosewater; all are ingredients representing an
integral part of Oman.
These items create a sense of authentic
Omani Flavor incorporated in the western
culinary palate.
General Information :
Opens at : 11:00 am
Closes at : 06:00 pm
Shop : Turath café also offers you a glimpse
of traditional souvenir items.
Turath Café - LQA standard
S/N
Dept
Sub - Dept
Measurement
Preparation
Did the outlet provide a comfortable dining/beverage experience (i.e. tables appropriately spaced, temperature is comfortable, music is played at an appropriate level)?
Drinks Ser- vice Drinks Ser- vice
1
F&B
2
F&B
Were all tables in the bar/lounge consistently laid up?
Was a selection of specialty teas/coffees available and was the coffee/tea hot and freshly brewed? Were the tablecloth/place mat/napkin clean, pressed and free of any stains/tears (paper not acceptable)? If a bar list was provided, was it clean and in good repair, grammatically correct and easy to read?
3
F&B Light Meals
4
F&B Light Meals
Drinks Ser- vice
5
F&B
Arrival
Drinks Ser- vice
Was the guest greeted or acknowledged within 1 minute upon entering the bar/lounge?
6
F&B
Order Service
Drinks Ser- vice Drinks Ser- vice Drinks Ser- vice Drinks Ser- vice
Did the employee offer to take the drinks order within 3 minutes of seating? Did the employee show good product knowledge when taking the order? Did the employee offer the option to order food or sup- ply a restaurant menu? Did the employee offer a choice of brand/variety when taking the drink order if there was an opportunity to do so? Was the coffee/tea served within 5 minutes of order and was it accompanied by a sweet (e.g. cookie, petit four, etc.)? Were milk/cream and a full sugar selection (i.e. white, brown and sweetener) offered with the coffee/tea (n/a for green tea/herbal teas)? Was the correct drinks order served within 4 minutes of order (7 minutes for cocktails) unless advised of a delay? Was the correct order served to each guest without any prompting required?
7
F&B
8
FB
9
FB
10
F&B
Food & Drinks Services
11
F&B Light Meals
12
F&B Light Meals
Drinks Ser- vice Drinks Ser- vice Drinks Ser- vice Drinks Ser- vice Drinks Ser- vice
13
F&B
14
F&B
15
F&B
Were drinks served and cleared using a tray?
Were the drinks served in the correct, clean (unchipped) glassware with the appropriate fresh garnish and a non - plastic stir stick/straw (if required)?
16
F&B
17
F&B
Was the drink appropriately chilled (if applicable)?
Did an employee visit the table to ascertain at any point if service was satisfactory?
20
F&B Light Meals
Farewell
Was the bill clearly itemized and correct and was it pre- sented within 3 minutes of request? Did the employee offer a sincere farewell at the end of the conversation and show appreciation?
21
F&B
Drinks Service
22
F&B
Drinks Service
Clearance
Were dishes cleared within 5 minutes of guests finishing their meals or as required during the meal?
23
FB
Restaurant
24
F&B
Drinks Service
Were vacated tables promptly cleared?
Emotional Intelligence
Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression? Was the employee ’ s speech clear and use of English adequate to be fully understood? Did the employees engage in a well - paced, natural (non - scripted, jargon/slang free), friendly and inter- ested manner? Did the employee use the guest's name naturally and discreetly without overusing it? Did the employee display a high level of confidence when carrying out his/her duties and/or was he/she knowledgeable when answering questions about oth- er the hotel facilities or immediately offer to find out the information required? Was service anticipatory/intuitive with the employee thinking ahead to act on future needs/opportunities of the guest? Did the employee adapt to a changing situation and/ or guest's need'? Did the employee make every effort to meet the guest's requests or offer a suitable alternative?
25
F&B
Drinks Service
F&B Drinks Service
26
F&B Drinks Service
27
F&B Drinks Service
28
F&B Drinks Service
29
F&B Drinks Service
30
F&B Drinks Service
31
F&B Drinks Service
32
Did an employee personalize the interaction in any way and engage the guest as an individual?
F&B Drinks Service
33
Did employees collaborate seamlessly to ensure ser- vice was organized and professional without being intrusive or repetitive? Did the employee actively listen, avoid interrupting and give the guest their undivided attention (i.e. the guest should not have to repeat themselves)? Did employees maintain alert postures and respect the guest's presence when interacting with each other? Where applicable, did the employee display self - control and empathy in challenging interactions and offer a suita- ble alternative/resolution?
F&B Drinks Service
34
F&B Drinks Service
35
36
F&B
Drinks Service
37
F&B
Drinks Service
Problem Handling & Resolution
It is important that our colleague is well equipped
in terms of knowledge and skills when handling
guest complaints. Each colleague must understand
the Shangri-la approach and implement the
guidelines. Our response to each guest’s
complaints is very critical and it will determine
our skills in terms of customer service.
Customer Service Recovery
Offer a Sincere Apology.
•
• Review & Understand the complaint .
Fix the issue
•
Follow up with the guest.
•
• Document the incident and consistently com-
municate with the team.
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