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.
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