CONTENTS
…3 …4 …6
Pioneering New Horizons The refreshed Shangri-La Culture Shared Values Stories
Pioneering New Horizons
The Shangri-La Group's commitment in providing the best customer experience has cemented our position as pioneers of Asian hospitality . In 2021, our Group celebrates 50 years and the milestones we have achieved together are testimony of the hard work and contributions from everyone. As we look forward to the coming years, our Shared Values are a critical part of building our future success. Inspired in our nature and guided by our beliefs, we will be able to collaborate as one, show courage to change and recognise and celebrate success The purpose of this Living the Shangri-La Shared Values Book is to provide examples of situational, day to day opportunities where our colleagues demonstrate the Shangri-La beliefs to Do Good, Obsess over Customer Experience, Own our Success, Compete to Win and Never Give Up . You will see that many of these examples are things that our colleagues are already doing even before launching our refreshed Shangri-La Culture. We hope sharing these, serve as inspiration to galvanise our colleagues into living the Shangri-La Culture.
Our Vision
Our Business
Our Purpose
“What we do”
“Why we exist”
“What we aspire to be”
Inspired by our Asian heritage, we enable people to live, work, play, eat, and rest well through the environments we create and the memorable experiences we deliver.
We host people to the colorful joys of life in a sustainable manner.
To be the best-loved hospitality group, pioneering new horizons and setting new benchmarks.
Our Shared Values To explore how our foundational values (our nature) are complemented with our beliefs to form our Shared Values.
Do Good
Obsess over Customer Experience
Never Give Up
Humility
Respect
Sincerity
Courtesy
Thoughtfulness
Selflessness
Own our Success
Compete to Win
Our Shared Values
Do good
We strive to do the right thing from the heart with honesty, integrity, care and sustainability.
The Lost Bracelet
Scenario:
Anna, a Front Office colleague, bumped into a guest who was walking fast in the hallway right outside the lift. Then, Anna saw a golden bracelet with a heart chain left inside the lift. If you are in Anna's situation, what will you do?
Action:
Anna chased and called the attention of the guest she bumped into. She said her apologies for chasing her and asked if the guest has any missing items. The guest touched her wrist, stating in shock that her bracelet is gone. Anna asked what kind of jewellery was lost and the guest answered that it was a golden bracelet with a heart chain – a treasured gift from her mother. Anna smiled and returned the jewellery to the guest. The guest was very happy and thanked Anna endlessly.
Key Learning:
• We act in accordance with the Shangri-La Group belief to "Do Good". Anna demonstrated that in any situation, we must always respond with honesty and integrity, reflecting good ethics. • She was also thoughtful to quickly identify what was happening and spoke to the guest in a courteous manner, representing Shangri-La. • Anna made sure to follow the security protocols by asking the guest to describe the object as well, prior to returning it and she did it in a respectful way.
Do good
Missed Report
It was a typical day at the Shangri-La Group's TDC (The Data Centre Office) when Jason, an IT officer, suddenly remembered that he was not able to finish a report that he committed to on time. Given this scenario, how should Jason inform his superior? Scenario:
Action:
Jason asked for his superior's time to talk about the report. He directly said that he missed the deadline and said that he was sorry for not being able to send updates. Jason's boss reacted, saying "Thank you for updating me – that is very important for our team so we can help and assist one another". Upon hearing this, Jason was relieved and immediately continued the needed report together with his superior.
Key Learning:
• We keep our promises even if it takes extra effort. We conduct business with good ethics at Shangri-La. • Jason's action shows the value of integrity in our work: he was honest and sincere in admitting his mistake and sharing his challenges to his superior. • We must strive to do the right thing and to always show our commitment to being a good employee across all our work relationships.
Do good
Contract Mistake
Scenario:
Alvin recently joined Shangri-La as an Events Coordinator. One of his tasks is doing follow-up calls for clients. On one of his calls, he noticed that there was a mistake in the printed contract provided to the guest. If you're in Alvin's shoes, what will you say to the guest?
Action:
Alvin immediately informed his manager about the printed contract error on the date provided. He volunteered to call the guest again to own the responsibility and be honest. Alvin called the guest and explained that there's a mistake in the printed contract but assured the guest that there was nothing to worry about as the booking is still reflected in the system. The guest was very thankful, admitting that he also missed to see the error.
Key Learning:
• We take ownership of our assets and our responsibilities. Alvin spotted his mistake and promptly informed his superior and updated the client. • In this situation, Alvin showed humility by accepting his fault. He also showed courtesy by updating the client. • At Shangri-La, we do the ethical thing, and we are humble enough to accept our own flaws, focusing on proper actions to do what is right.
Do good
The Sick Guest
Scenario:
Mr. Lim, a regular guest at the hotel spa, was greeted by Karen, a Spa therapist, at the reception. She asked how his day was so far, to which the guest replied, "Thanks for checking. I’m good. I fell a little unwell, but I can still walk around". If you hear this from a guest, how will you respond?
Action:
Karen empathized with Mr. Lim by saying, "Sorry to hear that Mr. Lim. May I recommend for you to rest first in our lounge before you head to the room? I can also refer you to our hotel clinic.". The guest was touched and replied, "Oh I'm really good, but you're correct, I think I need to see the doctor first.". Karen assisted the guest to the clinic, adding that if he needs any more assistance, she's just around to monitor him because we value the health of our guests.
Key Learning:
• We empathise with our guests by actively listening to them. • Karen showed how we care for our guests – we care not only about their health but their over-all wellbeing. • We are always pro-active and do good in our actions, putting the safety of our guests as our utmost priority.
Do good
Lights Off
Scenario:
Rey, an Engineering colleague at Shangri-La, oversees preventive maintenance in guest floors. Rey passed by the colleagues’ gym and noticed that the lights were on even when no one's using the facility. If you are Rey, what will you do?
Action:
Rey first checked if there was indeed no one using the colleagues’ gym. Seeing that there was none, he turned off all the lights to save energy. In all the rounds done by Rey, he goes beyond his duty and always checks if the lights are on or off.
Key Learning:
• We always evaluate the impact of our actions on the business wherever and whenever possible. • Even the small act of checking if the lights are off when no one is using a space is already an act of doing good. Beyond his work of servicing guest floors, Rey also checked the colleagues’ facilities. • The action of Rey did not just save costs for the hotel, but also showed our contribution in protecting our planet by saving energy.
Do good
Think Green
Lei, an F&B colleague, prepared a report regarding the Shangri-La Loyalty Programme for new enrollees for the week. Her manager asked her to print the report, but Lei noticed that the report was 30-pages long. If you're in Lei's situation, what will you do? Scenario:
Action:
Lei courteously approached her manager if she can check the report first via email before printing it. Lei explained that some parts of the report were just duplicate information and were not needed for the next meeting. The manager was very thankful for Lei's recommendation and said that they can also use recycled paper in printing the important pages for the meeting.
Key Learning:
• Lei's action shows how we should always do good by putting sustainability as one of our top priorities. • In Shangri-La, we do the right thing by making sure that we think about the effects of our actions first. Lei showed courtesy to her manager and recommended to save paper by checking the report first. • We think green towards social responsibility. We continuously find ways and be the best colleagues to recreate our processes to support the environment.
Do good
We strive to do the right thing from the heart with honesty, integrity, care and sustainability.
Effective Behaviours:
• Demonstrates ethical business practices and good conduct in all interactions. • Cares for the impact of our operations on stakeholders. • Contributes to improve our environmental and community footprint.
Our Shared Values
Obsess over Customer Experience
We are obsessed with delivering the best to our guests and creating moments of joy that truly matter.
Differently-abled Guest
Scenario:
Janine, a Sales colleague, successfully closed a corporate deal with a group of Engineers who will stay at Shangri-La Boracay. While talking to the contact person, the client said that one of the guest is differently abled in a wheelchair. If you are Janine, how will you act on this?
Action:
Janine first informed the team involved on the arrival of the group on this case. She coordinated and emailed all the parties from the port team, boat arrangement, to the hotel stand by for assistance. Janine also worked with the reservation team, making sure that the differently abled guest room is near the lift for easy access. From start to end, Janine checked all the small details for the group, called the coordinator for more assistance and promoted inclusivity for everyone.
Key Learning:
• The action by Janine showed how we take good care of our guests and not just closing a deal. • We go beyond by customising experience based on the needs of our customers. • Janine's prompt action, thoughtfulness and start-to-end thinking reflects how we put ourselves in the shoes of every guest who stays in our properties.
Obsess over Customer Experience
Breakfast Experience
Scenario:
Every morning, Chef James of the Horizon Lounge would prepare and replenish the food items for the Horizon club members and guests. He noticed, as early as 8:00am, that the strawberry yogurt was already consumed. He also remembered that one of the long staying guests, Mr. Chris, only eats strawberry yogurt for breakfast. If you are Chef James, what will be your action?
Action:
James went down to other kitchen and outlets to check if there's any strawberry yogurt that can be transferred to the Horizon Lounge. Luckily, one outlet had a spare stock which they gave to James. He immediately returned to the Horizon floor and set up the yogurt. Just in time, Mr. Chris arrived and enjoyed his favorite breakfast.
Key Learning:
• We always look to find new ways to delight our guests. • On the case of Chef James, he immediately found a solution for the short yogurt stock, thinking about his regular guests at the Horizon lounge. • Chef James displayed how we should always strive to be proactive in all our actions and how we should always put our guests’ preferences in our priority.
Obsess over Customer Experience
Room 1801 Preference
Scenario:
Maria has been working at Shangri-La Rasa Ria as a Housekeeping Room Attendant for 2 years already. For 3 consecutive days, Maria noticed that before she cleans the whole guestroom every morning, there's always a towel lying in front of the television and a yoga channel is being played in the TV at room number 1801 where Ms. Cruz is staying. In this situation, what should Maria do?
Action:
After cleaning the rooms for the day, Maria checked the room nights of Ms. Cruz and learned that she will be staying for 2 weeks at the hotel. Maria grabbed the chance and asked for permission from the hotel gym if there's a spare yoga mat that she can lend to the long staying guest. She put the yoga mat in room 1801 with a note saying, "Dear Ms. Cruz, Please use this mat to make your yoga exercise more comfortable during your stay with us. Thank you! -Maria" The guest was delighted and extended her sincere appreciation to Maria. Key Learning: • We know and understand our guests and each of their requirements. Maria's caring action towards Ms. Cruz showed how we always look for opportunities to help our guests and go beyond our duties. • Thinking of borrowing a yoga mat from the hotel gym and lending it to a guest shows obsession to our customer needs knowing that the guest will stay and paid for two weeks. • Maria followed the protocols and asked for permission first which reflected on guest satisfaction and personalising the overall experience.
Obsess over Customer Experience
First time Guest
Mr. and Mrs. Lo are a newlywed couple and first time to stay in Shangri-La. Amir, the bellman, assisted the couple at the check-in counter and found out that it was their first-time visiting the country. If you are Amir, how will you make the couple’s stay more exciting? Scenario:
Action:
Amir gave some brochures available at the concierge should they want to explore more of the place. He recommended for the couple to try some local delicacies available at the all-day dining of the hotel. Moreover, Amir highlighted the recommended safe places to visit and added that he can arrange a spa for both of them upon their return to the hotel.
Key Learning:
• We focus on the experience of every guest, highlighting our unique products inside the hotel and immersing them more within our key location. • Amir’s action of sharing his knowledge on recommended places to visit showed that we want our guests to enjoy a good life while they’re staying withus. • Amir also thought of possible places that are safe for guests and recommended a relaxing spa at the hotel that translates on being thoughtful to provide the Shangri-La guest experience always.
Obsess over Customer Experience
Birthday Staycation
Scenario:
Fatin, CEPT Reservations colleague, received a booking inquiry for a weekend stay at the Golden Sands Resort. The guest mentioned that it's her mother's birthday on the second day of their stay. In this situation, what should Fatin do?
Action:
Fatin confirmed with the guest that there's a complimentary cake for the celebrant during their stay. The guest also asked if Fatin can assist her in buying and setting up a flower arrangement in their room which will be charged on her credit card. Fatin promptly sent the guest a list of available flowers that are available at the hotel that guests can buy. The guest was very happy with this arrangement. Fatin coordinated this birthday set-up and asked the Front Office team if they can also sing Happy Birthday to the celebrant on the second day of their stay. Key Learning: • We know how to host people to the colourful joys of life and add value to their stay with us. • Fatin's way of asking for more assistance for the guest shows that we want our guests to be happy with any surprise or gift for their family.
Obsess over Customer Experience
Power Cord
Scenario:
Mr. John and his family are staying in the hotel for 5 days. One morning, Kim, the F&B colleague, conversed with Mr. John and found out that Mr. John left his camera power cord, and he didn't have one for their trip. If you are Kim, how will you handle this?
Action:
Kim advised Mr. John that there's a store nearby which sells power cords for any gadgets or camera. For the meantime, Kim recommended that she would check with the team if there's any power cord available that Mr. John can use to charge his camera. Luckily, Kim got a spare power cord from the IT department and told her superior that she will coordinate for Mr. John to borrow it first. Mr. John was impressed on how Kim assisted her.
Key Learning:
• We engage with our guests to know their needs and how we can improve our service. In the case of Kim, she went beyond her duties as F&B and coordinated to find a spare power cord for Mr. John. • We never say "No" and we always provide options for our guests to make their stay comfortable. • Kim shared an information regarding a nearby gadget store and even coordinated to have Mr. John borrow a power cord that shows the act of being thoughtful in our actions.
Obsess over Customer Experience
We are obsessed with delivering the best to our guests and creating moments of joy that truly matter.
Effective Behaviours:
• Puts guest experience first with curiosity and thoughtfulness. • Shows care and sensitivity towards individual customer needs. • Empowers self and teams to deliver personalised guest experiences, creating moments of joy.
Our Shared Values
Own our Success
We act with strong desire to achieve and drive business results.
Fruit Cut
Scenario:
Minato works for the Culinary department of Shangri-La Tokyo. He prepares the “mis en place” for the morning up to lunch needs of each F&B outlet daily. Minato has been doing these tasks for a year now but one day he got a feedback that his fruit cuts are uneven. If you are Minato, what will you do?
Action:
Minato spoke to the colleague who gave the feedback that the fruits he cut were uneven. Minato listened well and heard the suggestion of his colleague. He thanked and appreciated him for commenting on his work for improvement. From then on, Minato started to practice more and developed his knife skills.
Key Learning:
• Setting high standards for self and team shows how we own our success. • We listen with open ears to each of our team or guests’ feedback for us to grow and learn more. • Minato’s behavior of listening attentively to his colleague shows that he is a team player and is willing to progress.
Own our Success
Upsell Opportunity
Scenario:
A businessman arrived early at the hotel during a morning shift when Prisha, a Front Office colleague, was on duty. The businessman asked if the room is ready, but it was not. If you are in Prisha’s place, how will you handle this situation?
Action:
Since the guest is early before his committed time, Prisha checked the system and learned that the reserved room for the guest is not yet ready. Prisha gave options: she offered another room, but also offered that the guest can wait in the lobby while the room was being prepared. The guest was delighted about Prisha’s response. Prisha also asked if the guest wants to be upgraded to a higher floor; she advised that it would incur more cost but will also have more benefits. Prisha explained the upsell well and the guest accepted the next room category.
Key Learning:
• We all strive to achieve valuable results by contributing in our own small way. • Just like Prisha’s thoughtful action of offering alternatives to the guest – upselling the guest to drive more revenue, shows how we are eager to win and hit our targets.
Own our Success
Expiring Stocks
Scenario:
Part of the Housekeeping team, Adam’s role as a public area attendant is to maintain the cleanliness of all the public spaces for guests. One day, he checked the stocks and saw that some items that were expiring in a few weeks. If you are Adam, how will you act on this?
Action:
Adam took note of the details of the expiring stocks and shared these to his superior. He recommended for other room attendants to use the stocks first and encouraged all his team members to do the same. The manager was happy with Adam’s recommendation to utilise the remaining stocks so they will not be wasted.
Key Learning:
• We are pro-active in addressing problems and offering a resolution. On the case of Adam, he noticed the expiring products and suggested a way for it not to be wasted. • This seemingly small action contributes to the success of our business. • Adam’s action shows how he makes effort in supporting operations and making our business sustainable.
Own our Success
QR Code
Scenario:
While checking the internet connection in the Regional office, Ben (an IT officer), bumped into Shane (an HR officer) and commented on the paper for feedback forms. He noticed that the forms were still being printed for colleagues to use if they are delighted with the food. If you are Ben, how will you continue the conversation?
Action:
Ben suggested for Shane to use our available digital internal resources like laptops or QR codes using the generic corporate email of the HR team. Shane was pleased with Ben’s idea and said that she will tell the HR team about it. Ben offered his help should Shane need any assistance when it comes to the QR code making.
Key Learning:
• We always think of simplifying things to create better processes and to support the business. • Ben’s action of suggesting an idea to Shane shows how we value efficient service to our colleagues through QR codes and at the same time saving ink that will lessen monthly expenses. • Add to that, the suggestion of using QR code also saves time and effort by improving through innovative simple ideas that will help the operations and thehotel.
Own our Success
Trends and Research
Scenario:
Cheryl joined the Sales and Marketing team as a Sales officer and now handles corporate accounts. With her annual and monthly target, Cheryl feels that there’s something to be done to push sales more. What can it be?
Action:
Looking at the segmentation and trends from the system, Cheryl takes extra time to study the numbers and to surf the internet on possible markets to explore. She then saw a potential group of young business owners and startups who can be possible clients. Cheryl suggested and showed the data to her boss and was glad to get the support in trying another new venture.
Key Learning: • We ideate and prototype; we embrace change by becoming the enablers of new trends. • Cheryl displayed strong drive to discover more lines of possible guests for thehotel. • Even though it adds more time and effort to search, Cheryl showed a selfless act and did her best in finding data and getting her superior’s support on a promising strategy that will help the revenue and occupancy of the property.
Own our Success
Cross Learning
F&B Service’s focus is to increase daily revenue and guest satisfaction for all restaurants. Adi, an F&B colleague, was assigned at the Lobby Lounge bar and heard that her colleague at the all-day dining is sick and was not able to report to work for 3 days. If you are Adi, what will you do? Scenario:
Action: Adi extended her helping hand and volunteered to be in the all-day dining team. The F&B manager accepted Adi’s help and said thanks for supporting the operations. Adi said that she also wants to learn the all-day dining operations so she can be more exposed with different cuisines and offerings that are not available in Lobby Lounge. The manager said that he will plan a cross learning for Adi and recommended more Shangri-La Academy courses for her willingness to grow on different outlets of the hotel. • We act as a team and not as a lone individual. Adi’s action shows how is she willing to support other colleagues despite the challenge of facing full reservations. • In Adi’s mind, it’s also an opportunity for her to learn and develop her knowledge in service and food offerings. • To achieve success, we must always lead our own self to contribute results collectively. Key Learning:
Own our Success
We act with strong desire to achieve and drive business results.
Effective Behaviours:
• Commits to succeeding individually and collectively. • Takes accountability to meet challenges head on and delivers solutions. • Drives actions that contribute to achieve business priorities.
Our Shared Values
Compete to Win
We have a winning mindset. We take pride in high performance and excel by setting new benchmarks.
Monthly Target
Scenario:
Jia Li, a newbie in the Front Office team of Shangri-La Tianjin, has a target to enroll new Loyalty programme members. Her manager mentioned in the meeting that they need to meet the target by the end of this month. However, Jia Li is still far behind. In this situation, what should Jia Li do?
Action:
Jia Li approached her colleagues and her manager and asked for tips to engage more with guests and have them sign up for the Shangri-La Loyalty programme. Jia Li memorised the programme benefits and clearly articulated these to the guests who she came across with. At the end of the month, Jia Li became one of the top 3 who got the most enrolled new members.
Key Learning:
• We constantly look for ways to enhance our efficiency and effectiveness to achieve our targets. • Jia Li's way of improving herself involves asking colleagues to share with her some tips in getting the guests to sign up for the membership programme. Learning is not just inside the classroom or through online courses but how we learn both from formal and informal setups. • Jia Li showed that having the willingness to learn will drive good performance and will make her attain the goal.
Compete to Win
Thinking Beyond
Scenario:
Food waste for the culinary department has been high for the past few weeks due to over production of breads in the buffet. A commis in the kitchen, Chef Ramesh heard from his manager to seek any ideas on how to lower food waste or creative ways to be sustainable. What ideas can you think of if you are Chef Ramesh?
Action:
Chef Ramesh looked at the excess fruits, vegetables and checked its quality. He then surfed the internet and found a good sauce recipe. The cured sauce was made from upcycled fruits or excess trimmings from vegetable leaves. Chef Ramesh’s manager was very pleased with his idea and commended his effort and time in looking for ways to solve the problem, creating something new in the process.
Key Learning:
• We are always open to take measured risks and experimentation. • Ramesh’s idea of upscaling fruit and vegetable trimmings and excess stock is an innovative way of making the process better and not wasting any food. • The upcycled sauce is just one of many sustainable recipes we can think of to save cost, develop our creativity, and push ourselves to improve more.
Compete to Win
Safety Labels
Scenario:
The food safety audit has been the priority for food handlers at the hotel, be it from internal or external auditors. During one shift, Laura, a kitchen colleague, spotted the Horizon Lounge kitchen's stock without a proper label. In this situation, how will you respond if you are Laura?
Action:
Laura immediately placed proper labels on stocks in their area. She then asked her team members if someone forgot it and reiterated that food safety should not be neglected at all times. Laura influences the team during briefings to adhere to food safety protocols that are not negotiable.
Key Learning:
• We are accountable in driving responsibilities in our own areas and taking ownership in following safety guidelines. • In Laura's case, she made sure to check the small details like putting proper labels to the food stock. Laura displayed that even when no one is looking, we should be at our best selves – always following policies with or without an auditor. • Laura also encouraged and influenced her colleagues to be on the same page in upholding food safety.
Compete to Win
Gathering Feedback
Scenario:
Ron, a gym attendant, just finished attending to a guest who asked if there's any upcoming boxing class. Ron shared this information to the team and was surprised that other colleagues also encountered inquiries for boxing classes. If you are Ron, how will you continue the conversation?
Action:
Ron respectfully asked his colleagues if he can share an idea of holding a boxing class since some gym members are requesting for it. On the next meeting, Ron shared the gathered feedback to his manager and suggested a possible boxing class for the next month due to the request of guests. The manager was delighted about Ron's idea and praised him for stepping up and consulting his colleagues.
Key Learning:
• We always take note of any guest inquiry or request and see how we can make it happen. • Ron paved the way for an idea to happen by facilitating a group discussion among his team members. • Ron also showed courage by sharing the idea to his manager.
Compete to Win
Diamond Members
Scenario:
The departmental meeting is ongoing, and it was shared that there's an increase in complaints from Diamond members during breakfast. Li na, the new F&B colleague, shared that one of the most prevalent feedback is that most of the colleague do not recognise the Diamond members. The Manager responded by asking everyone how the breakfast experience of Diamond members can be improved.
Action:
Li na recalled all competitors’ practices and shared that it's really a challenge to identify a guest’s membership status just by looking at them. Li na highlighted that we could improve their experience by placing something on the table of a Diamond Member so that all staff would know and recognise the guests. She suggested that a simple ornament can be placed on the table to remind the team that the guest is a Diamond Member.
Key Learning:
• We work as a team by sharing our insights and observations to further develop the process. • Lina's action of sharing her ideas and personal suggestions from previous experiences is an act of "competing to win". • Lina's recommendation is easy to do and doesn’t need any big change nor does it require a high cost, but it can improve the breakfast experience of our loyal guests.
Compete to Win
From Challenge to an Idea
Wang Fang, a Housekeeping colleague, handles the top guest floor of one of our hotels in China. During her 1-on-1 with her manager, Wang Fang shared that there seems to be a delay in cleaning the other floors due to the busy time waiting for the colleagues’ lift. Wang Fang’s manager listened carefully and asked her what can be done to limit this challenge. Scenario:
Action:
Wang Fang explained to her Manager that only one colleagues’ lift is working as the other one is still under preventive maintenance. Wang Fang thought of either having a small pantry on the top floor since it's hard to go down, or other free colleagues can assist the room attendants. Her Manager was very thankful and said that he will follow up with the Engineering department on the lift and that he will also look into the possibility of adding a small pantry on the top floor.
Key Learning:
• We value communication with our superiors for our work to be smooth and worry free. • Wang Fang' action of sharing her thoughts to her Manager shows how she cares for the business, the process, and everyone’s time. • Wang Fang’ mindset of coming up with an idea to limit the use of the lift by setting up a small pantry and working as a team to assist one another displays how she takes pride in her work and strives to win as one.
Compete to Win
We have a winning mindset. We take pride in high performance and excel by setting new benchmarks.
Effective Behaviours:
• Sets and achieves clear targets to raise the bar and looks for ways to improve. • Strives for excellence and motivate others to perform. • Shows courage to challenge the status quo and innovate.
Our Shared Values
Never Give Up
Resilience is in our DNA. We embrace change and face up to challenges with determination and flexibility.
Job Offer
Scenario:
Harold joined the HR team recently and looks after recruitment. He invested a lot of time to process candidates for a vacant position but at the end his job offers were rejected. Harold was feeling down as he cannot source the right candidate for the vacant position. If you were Harold, how will you face the situation?
Action:
Harold took a deep breath and told his self that he can do the job. He talked to his Manager and asked for some tips in recruiting people. Harold surfed the internet and found better ways to communicate with applicants and techniques to further develop his recruiting skills.
Key Learning:
• Exhibiting an indomitable spirit to get things done, Harold demonstrated that we should be never give up. • In this situation, Harold did his best to hire people, but when it did not work out, he turned that challenge into an opportunity. • Harold’s optimistic mindset helped him to refocus, learn through asking questions and search for more possible ways to improve not just himself but also the recruitment process.
Never Give Up
New System
We strive to do the right thing from the heart with honesty, integrity, care and sustainability.
Scenario:
Technological innovation is being introduced to the market rapidly, affecting our business. Mei, a Front Office colleague, was asked to join a learning session that involves a new system to be used by the team. During the class, Mei finds the topic complicated. How should Mei react on any new technology introduction?
Action:
Mei reflected that her small way of learning the new system can help the business grow further. She listened attentively to the facilitator and welcomed the new change for the Front Office. It was hard at first, but through continuous practice, determination, and trusting the journey, Mei finally mastered the new system in place and became a trainer for new colleagues in her department.
Key Learning:
• We are flexible; we adapt and change as per the demands of the market or the situation. • Mei openly accepted the innovation that will help her work and improve customer experience. • The new system may be challenging to learn a new skill, but it is worth it once we familiarise and immerse ourselves to any new product or service that we will offer and shows our contribution to the growth of Shangri-La.
Never Give Up
Wine Bottle
Scenario:
Ali, an F&B colleague, was assigned to setup the bar with the new procured wines and bottled drinks. While arranging the wine, Ali accidentally lost her grip of one of the bottles. It fell to the ground and was shattered into pieces. If you were Ali, how will you handle the situation?
Action:
Ali thoroughly cleaned the broken wine bottle for safety. She then called her manager and told him that she accidentally broke one of the new promotional wine. Ali, who was feeling down, said her apologies. The manager said that accidents happen, but we should always be careful to prevent that scenario from happening again. Ali was very appreciative of the manager’s advice and from then on, she became more careful in performing her tasks.
Key Learning:
• We tell the truth, and we have a positive mindset to develop. Ali made a mistake by breaking one of the new promotional wine bottles, however she showed her sincerest regrets. • Ali’s manager reassured her by uplifting her morale and by not blaming her fully. She acted in a logical way reflecting effective leadership. • Being flexible to a situation is a skill that needs to be mastered and should be promoted in the workplace.
Never Give Up
Miscalculated
Scenario:
Anika was hired as a Credit officer at Shangri-La, supporting the Finance shared services team. One day, Anika was called by her supervisor who said that there’s a discrepancy in the calculation of the month end report. In this situation, how will Anika respond to her supervisor?
Action:
Anika re-checked the report and saw that she made an error due to the formula used. Anika approached her supervisor and said her apologies for the wrong information in the report. She already rectified it and sent another email with the appropriate adjustments. Anika’s manager acknowledged her sincere apologies and asked her to be more detailed and careful next time.
Key Learning:
• We take accountability for our own actions and work. • Anika showed that even if she failed and made a mistake in the report, she corrected it right away. • The act of being welcoming to others’ feedback and being able to correct oneself shows how we value self-development.
Never Give Up
Pool Incident
Scenario:
George works as a lifeguard at the hotel and is in-charge of looking after the safety of each guest in the pool premises. On one busy Thursday, there was a sudden incident involving a kid guest who was running – the child slipped and fell beside the pool. George immediately responded, did all the protocols, which made the guest safe. After the incident, George's Manager approached him and had a talk. If you were George, what will you tell your superior?
Action:
George humbly told his manager about the incident in the pool involving the kid guest. It was an incident as per George, but it could have been prevented if he reminded the kids not to run around the pool since it's slippery. The Manager acknowledged George's humility and sincere apology for what happened and what can be done better. George committed to always be alert and to perform his duty with high focus.
Key Learning:
• We acknowledge our own faults and continue to develop our own selves to bebetter. • In the case of George, he demonstrated that even though he overlooked the situation, incidents do happen. This can be prevented by being always alert and by being aware of all people around your scope of responsibilities. • George’s selfless attitude of admitting his error shows how we want to grow as a person and that we want to do better moving forward.
Never Give Up
Heavy Snow
Shangri-La Paris experienced heavy snow during winter resulting in fewer guests and damages to the property. Alexandre, the bellman, overheard a conversation of his colleagues saying negative words towards the hotel about how the situation happened. In this situation, how will Alexandre respond? Scenario:
Action:
Alexandre overheard an unpleasant conversation among his colleagues regarding hotel damages due to winter. Alexandre spoke to his colleagues politely and said that it’s not fair to talk bad words towards the hotel since no one wants a heavy snow The two colleagues said that they were sorry and were enlightened with Alexandre’s words and encouragement.
• Showcasing resilience and staying positive during times of crisis should be always on top of our mind. • Alexandre’s action to talk to his colleagues and correct them show how we “never give up” even calamity is present. • Uplifting one another just like Alexandre did, demonstrates that we care and act as one Shangri-La family. Key Learning:
Never Give Up
Resilience is in our DNA. We embrace change and face up to challenges with determination and flexibility.
Effective Behaviours:
• Perseveres with dynamism amid adversity. • Learns from failures and responds with agility. • Exhibits confidence and pride in Shangri-La’s journey to success.
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