Newsletter Q3

Thekrayat Newsletter Quarter 3, 2024

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

Message from RGM

Getting to know our Leaders Section 1

Who is your fashion icon and why? It’s a mix of a lot of amazing people – public personalities and even people I see day to day. I believe in wearing what makes you feel good, because

Who's your inspiration behind diving into the whirlwind world of Events Management?

The continued motivation and inspiration are always at the end. While it always begins with chaos at the start of each event or project- when you have numerous stakeholders you will be dealing with – up to the eventual order you are able to finally put everything together, and the fulfillment of knowing that you were instrumental in delivering a project to completion, and at the same time ensuring the main stakeholders were fully satisfied with the turnout of an event

that’s what fashion is supposed to be about. How do you relax after a long busy day Netflix, coffee catch up with friends

Based in our Shangri-La Beliefs, what is the belief that resonates more to you?

Never give up! It’s perfectly okay to get tired – we fall, we fail, we fumble – but everyone does, and that doesn’t mean we don’t get another shot at succeeding.

Lea Agnes Arbiol Dir. of MICE & Events Management

What is the most memorable event that you handle and why?

It would have to be organizing the Ironman 70.3 Triathlon back in MAC where the Hotel was the identified race central. The magnitude of the event meant so many points needed to be considered in terms of deliverables, as well as potential points for non-success. With everything that was at stake (including the lives of the triathletes), it was coordination and execution on an entirely different level.

What is your definition of Shangri-La Family? The "Shangri-La Family" often refers to the culture and community fostered within the Shangri-La, emphasizing strong values of Asian hospitality, teamwork, and care. This term highlights a sense of belonging among the employees and management, creating an environment where staff members are treated like family and encouraged to collaborate, support one another, and provide exceptional service to guests. The concept reinforces the idea that our staff is not just a team but a family that shares the company's values and mission to make guests feel at home in a warm and caring atmosphere. I would like to specially highlight the care and support shown by Shangri-La colleagues and the owning family after the Easter Sunday bomb attack during my time at Shangri-La Colombo. It was an unforgettable moment in my life. The compassion and solidarity displayed by everyone during such a tragic time truly demonstrated the strength of the community within the organization. Shangri-La also extends to how guests are treated, aiming to make them feel like part of this "family" during their stay through personalized service and attention to detail.

Nimal Rathne Director of Housekeeping

Tell us about one of your best travel experiences My journey to Shenzhen China was an eye-opening experience filled with vibrant culture, cutting-edge technology, and delicious food. As soon as I arrived, I was struck by the city's modern skyline, dominated by towering skyscrapers like the Ping An Finance Center, which offered breathtaking views from its observation deck. One of the highlights of my trip was visiting Window of the World, a theme park featuring miniature replicas of famous landmarks from around the globe. Walking through this park felt like a world tour in just a few hours. I marveled at the Eiffel Tower, the Pyramids of Giza, and even the Statue of Liberty, all in one place! Food was another unforgettable aspect of my trip. I explored the local markets and street food stalls, indulging in delicacies like dim sum, stinky tofu, and Chinese pancakes. The flavors were incredibly rich, and I loved trying dishes I had never encountered before. I even took a cooking class where I learned to make dumplings, which added a personal touch to my culinary adventure. Shenzhen's public transportation made getting around effortless. The subway system was clean, efficient, and easy to navigate, allowing me to explore different neighborhoods, from the bustling Luohu Commercial City to the trendy Nanshan district. Each area offered a unique vibe, with plenty of shops, cafes, and parks to discover. Overall, my trip to Shenzhen was a blend of modernity and tradition, technology and culture. And of course the hospitality of Shangri-La Shenzhen is unforgettable.

At what age did you start your first official work and what did you learned from that experience?

I don't have personal experiences tied to a specific age, but I can reflect on the value of my first official job, which I got when I was 23. For me that initial work experience teaches crucial life skills like time management, responsibility, and collaboration. It often highlighted the importance of discipline and provides a glimpse into balancing priorities while developing a strong work ethic. My first job as a Housekeeping trainee at Taj Samudra Hotel Colombo gave me a lot of confidence in facing new challenges on a daily basis while staying focused on my career goals with a never-give-up attitude. A good example is that out of the seven trainees who joined my batch, only two, including myself, completed the program.

What helps you remain calm during chaotic situations, and what advice would you give for managing such circumstances? Staying calm in chaotic situations often comes from a combination of practice, mindset, self-awareness, and experience. Here’s what helps me, and I can recommend to the others. Focus on what you can control: In chaotic situations, it’s easy to get overwhelmed by everything happening at once. I focus on identifying the things I can influence and take actions where possible. This prevents getting stuck on things beyond control. Break it down: Chaos often feels more manageable when broken into smaller parts. Prioritizing tasks or challenges and tackling them step by step helps regain control over the situation. Stay present: I try to stay in the moment, focusing on the current issue rather than worrying about the future. Anxiety usually comes from the unknown, so staying grounded in the present helps maintain clarity. Perspective: Most chaotic situations and challenges are temporary. Keeping this in mind helps reduce stress, knowing that things will eventually settle down. Stay positive :Maintaining a positive attitude is key at our work areas, as we're constantly dealing with our colleagues and the guests.

Based in our Shangri-La Beliefs, what is the belief that resonates more to you

The Shangri-La belief that resonates most with me is the commitment to Never Giving Up on creating meaningful and memorable experiences for guests as well as for my team and the other colleagues. This principle goes beyond resilience; it's about continually striving for excellence, even in the face of challenges. It reflects dedication to service, ensuring that each guest and colleague feels valued, and every problem is approached as an opportunity for growth and improvement.

Welcoming our new members Section 2

In your opinion what makes a great leader? A strong leader should have integrity, self-awareness, courage, respect, compassion, and resilience. They communicate their vision effectively, express gratitude, and foster collaboration, inspiring trust and creating a positive workplace culture. By empowering team members, providing constructive feedback, and encouraging growth, they lead by example. Ultimately, they make tough decisions when necessary and celebrate successes, driving both team engagement and business results.

What is the best part of your job that people might not expect?

Your versatility in the beverage and nightlife industry is a key asset, demonstrating your adaptability across various roles, from DJing to reception duties and financial management. This diverse skill set enhances your professional profile and allows you to effectively meet the industry's dynamic demands while creating memorable experiences and optimizing operations. Onur Yelmaz Beverage Manager

Can you share a memorable experience in your life you can't forget? My first experience abroad at 19 in the Netherlands was unforgettable. From the moment I received my visa and flight ticket to stepping off the plane at Schiphol Airport, I was filled with excitement. The chilly Dutch air and vibrant culture welcomed me, making everything feel new and exhilarating. Those months abroad expanded my perspective and instilled a lasting sense of independence and confidence. This experience profoundly shaped and inspired me, leaving an enduring mark on my heart.

What makes you choose Shangri- La to work in? Shangri-La is indeed a prestigious brand, often associated with luxury hospitality and a commitment to quality service, making its reputation a key asset for career development. Employees often find a sense of stability within the organization, supported by a strong corporate culture that values growth and professional advancement. The brand's commitment to excellence not only enhances its standing in the industry but also attracts talent seeking a reliable and enriching career path.

Welcoming Back our Talented Interns Section 3

Our Talented Returnees

Aryan

Vrikshant

Sushant

Taher

Prem

Mohammed

Khushi

Vansh

~ Zuhair

Samjeev

Raghav

Sedeeq

Parul

CHehan

Welcoming new Interns Section 4

New Beginnings We are delighted to welcome our new group of talented and enthusiastic individuals. They join us in various departments across the hotel, each bringing fresh perspectives and contributing to the continued success of our team.

Feed Your mind Section 5

Essential Learning Program Completion

Anti Bribery & Corruption

ESG Course: Triple S

Corporate Wellbeing

Courses

Completion

96%

On Job Training In a significant step towards enhancing our internal training capabilities, our Departmental Trainers successfully completed the on-the-job training program. They engaged in hands on training across various departments learning best practices through practical experiences.

Mixology Center of Excellence Proud to share that our talented colleague, Nim Kumar participated in the Mixology Center of Excellence workshop held at Shangri-La Abu Dhabi from September 18 to 22. During this workshop Nim collaborated with colleagues from other sister properties, exchanging knowledge and improving his mixology skills. We look forward to seeing how Nim incorporates his newfound expertise into our offerings!

Moments of JOy Section 6

Moments of Joy We have organized the Moments of Joy event to celebrate our team’s successes and achievements. This gathering is to relieve stress and create memorable, unforgettable experiences together.

The theme was lemon pop, which was not just a theme, but a celebration of the bright sunny spirits that makes our resort a truly special place.

Moments of Joy

JO ANN SA - THERAPIST

RAVINDU APPULAGE

SA - HOUSEKEEPING

MAYBELLINE SL - GUEST RELATIONS

Let’s congratulate our “JOY DELIGHTERs” who went the extra mile to enhance the guest experience. Through their creativity and commitment, they transformed ordinary moments into extraordinary memories.

International Housekeeping Week

From Sept. 8-14, the whole world are celebrating the International Housekeeping Appreciation Week to recognize & give rewards to the valuable contributions of the unsung heroes of housekeeping professionals. This year theme: Everything You Touch Turns to AWESOME is very true testament like here in our hotel behind the cute towel arts and flowers decorations are made by our housekeeping colleagues. For more celebration and success of the department a Big Thanks to all our Hidden Heroes:

Housekeeping & Laundry team!!!!

Core Project Team Awards Bronze (Non-China Region)- Quarter 2

HUGE Congratulations to our Al Husn FL15 as they won the Bronze award for their project called “FL15: Make it Personal” We are so proud of the team on their achievements and we saw the efforts and dedications of each one of the team members on making sure to provide excellence and personalized services.

Cheers for more Happy Guests and achievements!!!!!

Two hearts, one Journey Begins # Love Shangri-La #Marriage

Asela and Dulakshi, after six wonderful years as a couple, officially united their hearts and exchanged wedding vows on June 7, 2024, in their home country, Sri Lanka. Both work in the Housekeeping department, and we are delighted to see that, despite their busy schedules, love remains ever-present. Wishing all the best to you, Asela and Dulakshi!

Two hearts, one Journey Begins # Love Shangri-La #Marriage

Our colleague Eranda from Housekeeping department got married in a stunning traditional Sri Lankan dress, embracing the vibrant colors and intricate designs that reflect the rich cultural heritage. The attire, beautifully crafted, featured elegant motifs and flowing fabrics that made the day even more special. It was a perfect blend of tradition and celebration, symbolizing love and unity in their joyous journey together. Best Wishes Eranda and to your wife!

Two hearts, one Journey Begins # Love Shangri-La #Marriage

Congratulations & Best Wishes to Kusun and to your Wife! Our colleague Kusun from Luandry got married last 19th of July in a beautiful venue at Colombo. We are so happy and we can feel your joyful moments during this time. #Love#Shangri-La

Our Holidays While many of our colleagues were enjoying their Holidays during the third quarter, we thought to organize a photo contest! We invited everyone to share their most memorable photos along with the amusing stories behind them.

Now, let's see the amazing photos and the stories behind them of our three fantastic winners!

Hussein Al Balushi (S&R Manager) #wonderfulindonesia #summerbali #makassarwedding

As Oman soared to its high summer temperature, I left for Indonesia and explored its many unique and exotic places and cultures. As I started off in the bustling city of Jakarta, I was welcomed with the team's warm smile in Shangri-La Jakarta. Then headed to Bali, had an awesome motorcycle riding between rice paddies and shimmering ocean, captivated by its traditional culture, temples and nature. Whatmore, got to experience the traditional wedding ceremony of the relatives in Celebes Island - Makassar and so excited wearing traditional suit to welcome the guests. As the summer end, my heart filled with joy, a time full of adventure, family time, friendship and laughter that I would cherish for years to come.

M.A HAsini Indramali Thilakarathna (Housekeeping Order taker) #BirdsPark#Hambantota#SriLanka "In the warm embrace of summer, the bird soars freely, a reminder that life is meant to be lived unbound, with the sky as our only limit."

“That trip was one of my favorite trips of my life. I stayed at the Shangri-La Hambantota with my family and went to the nearby bird park. It was an amazing time. I was able to see a large variety of birds with my own eyes in one day. It was the first time of my life. That time spent with the birds was truly wonderful. I was able to make great friendship with those beautiful colorful birds. I got the opportunity to be sensitive to the environment and observe the behavior of birds. That trip really added an unforgettable page to my life book. It is the Asia’s largest bird research center was inaugurated in the Hambantota region, adjacent to the southern province of Sri Lanka, on the 28th of November 2014. Birds Park & Birds Research Center is home to over 350 rare and exquisite bird species, with a total population exceeding 11,000 birds. It primary mission is the breeding of endangered bird species, which are subsequently exported to international destinations. And collaborate with global breeding centers for the exchange of rare bird species. Center will facilitate the university students and research fellows from Sri Lanka and abroad to conduct studies and research thus creating academic and professional ties with the reputed academic and research institutions in the subject of ornithology.

Cylia Duchose (Guest Relation Manager) #Symbol#Redemption#Wish#Serenity#Faith #Aura#Nuoro#Sardinia

This picture is quite unique for me as my relationship with my faith is personal and more based on hope and symbolism. I found my own way without practicing every principle, tradition or ritual. To reach this statue, the path and the hike are so peaceful in the middle of the wild mountain in Sardinia, Nuoro. You feel that even from up there someone is showing you the way, bringing you to that high point of view, where you can see everything and where nobody can judge you. Here is the statue of the Christ Redemptor. People go there to make a wish and to feel closer to a presence. In my case while I was capturing the moment the sun was showing as an aura around the statue and I felt that my wish will be granted

Om Bahadur Darji (Housekeeping Supervisor) #Bhaktapur#Nepal:Back on Top of the Worlds captures

Kumudu Nirosh Dewage (Housekeeping Minibar) #WadiKabir#Muscat

Gayan Manuranga (Housekeeping Supervisor) #Sigiriya#SriLanka:”YouWill Comebackfor More

Section 7 HR Initiatives

Lunch with L3 It is One of HR initiative for L3 colleagues. This unique opportunity for the team to engage in casual conversations with our Resort General Manager (RGM) . It aims to foster open communication, allowing them to share their ideas, insights, and feedback in a relaxed setting and for RGM to know the team closer.

Section 8 Guest Engagement Performance & Trip Advisor Ranking

Al Husn Hotel

Al Bandar Hotel

Overall Staying Experience (OSE)

Service Attentiveness & Thoughtfulness

Arrival

Target: 92.5% Actual: 94.04%

Target: 88.9% Actual: 92.43%%

Target: 94% Actual: 94.84%

Target: 88.7% Actual: 92.66%

Target: 91% Actual: 95.77%

Target: 90% Actual: 92.82%

Problem Handling

Hotel Key Weakness

Problem Handling

Hotel Key Weakness

Problem Free

Target: 77.2% Actual: 81.85%

Target: 75.3% Actual: 80.31%

Target: 72.2% Actual:75.53%

Target: 89.10% Actual: 90.2%

Target: 67.9% Actual: 73%

Target: 84.10% Actual: 86.39%

*YTD - Jan. 1 - Sept. 30, 2024*

Al Waha Hotel

Complex

Overall Staying Experience (OSE)

Service Attentiveness & Thoughtfulness

Arrival

Target: 85.1% Actual: 87.11%

Target: 88.6% Actual: 90.88%

Target: 85.5% Actual: 87.35%

Target: 88.9% Actual: 91.3%

Target: 86.9% Actual: 87.73%

Target: 90% Actual: 91.81%

Problem Handling

Hotel Key Weakness

Problem Handling

Hotel Key Weakness

Problem Free

Target: 73.3% Actual: 76.32%

Target: 74.9% Actual: 79.26%

Target: 61.9% Actual:65.02%

Target: 80.3% Actual: 84.01%

Target: 66.2% Actual: 70.25%

Target: 84.10% Actual: 86.74%

*YTD - Jan. 1 - Sept. 30, 2024*

Trip Advisor

Thank You

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