The Shangri-La Way
During your first few weeks you will be introduced to the way we do things at Shangri-La. You will learn about our Our Vision, Our Purpose, Our Business, and our Shared Values.
These are statements and actions that colleagues, all over the world, must understand and follow. Together they make us ‘Shangri - La’.
The Shangri-La Experience The Shangri La Experience is a set of worldwide brand requirements that we must carry out in order to ensure we deliver the standard of service that we have promised when guests stay at Shangri-La Hotels and Resorts. They are supported by a set of service standards for the various departments. You will be coached on an on-going basis to ensure we achieve consistency in what we promise. Medallia As a guest focused company, when guests depart, they are sent an on-line survey and asked to rate their experience during their stay. The results are monitored monthly and tell us what we are doing right and what we need to improve. Your participation is vital in improving guest satisfaction and the results. GREAT GREAT is an internal system that enables us to report, record and resolve all guest related issues in an effective and timely manner. You are encouraged to report any defects so we can ‘recover’ from any guest complaint and put in place actions to prevent it occurring again.
KIPSU Platform
Kipsu is a web-based messaging software that will help us connect with guests in real-time via text message and other digital messaging channels. This will help streamline guest communication, boost our guest satisfaction, and make us aware of any challenges facing the guest during the stay and take prompt action to sort them out immediately.
Balanced Score Card
The Balance scorecard is a strategic management tool. That enables us to assess health and performance from a holistic perspective across various dimensions. It aligns the entire organization behind our key focus areas for the year. It offers transparency and tracks performance using focus areas that can be measured, quantified, benchmarked, and aggregated.
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