The Shangri-La Experience The Shangri- xperience
It’s In Our Nature
Objectives
o Understand What is Shangri-La Experience and Service Standards
o Learn our roles and responsibilities as colleagues & sectional heads
o Be able to train & coach Shangri-La Experience and Service Standards to new colleagues
o How to cascade Shangri-La Experience & Service Standards
WHAT IS SHANGRI-LA EXPERIENCE?
The Shangri-La Experience
Are collection of factors that are vitally important to the power and vitality of our Shangri-La Brand
WHY Shangri-La Experience?
2.Necessary Business Strategy
1. Guest Expectations
Challenges
Own knowledge about SLE
o
Identifying the Gaps
o
o Cascading the Training (Simplification of Process)
o Consistently driving the experience
Role Model ( We Commit)
o
Measuring to ensure it happens
o
Benefits
o Reflection of our Asian values & philosophy and improved
o The brand image
o Improve guest satisfaction
o Standardize products & services
o Reduces DR3
o Improve our Trust You scores
o Improve our LQA scores
2. Necessary Business Strategy
1. Behaviors and Factors that define us
This is Shangri-La
42 000 Rooms
And growing
If we wish to honor our
If we wish to meet Guest expectations
If we wish to succeed
Manifesto
in a competitive field
Road Map To Loyal Guests
o Unique
o Luxurious
o Brand-Differentiated
WHERE DOES IT FIT IN?
Manifesto Vision Values Universal Core Practices
Worldwide Shangri-La Brand Requirements
Introduction during hotel Orientation
(172 behaviors and actions)
(A few hundred specific actions and services)
These are experiences or behaviors
These are the factors that define us….
These are experiences or behaviors
These are the factors that define us….
The Shangri-La Experience
The Shangri-La Experience
Can we each achieve just a few things?
172 behaviors and actions
22 are repeated 150 behaviors and actions
20 are resort-only or child-only
130 behaviors and actions
48 are achieved by executive committee action
82 behaviors and actions across the entire hotel
The Shangri-La Experience
The Shangri-La Experience
Problem Resolution
o Answer the phone within 3 rings and do not place the guest on hold for more than 30 seconds. o If calls are placed on hold, ask permission before doing so, and thank the guest for waiting. o If a call is transferred, make a polite comment before you connect the guest. o If you know or can see the guest’s name, and you feel comfortable saying it, use their name once or twice during the conversation, especially when you end the conversation. o If a guest must wait for you, or if you are interrupted while serving a guest, try to make it less than one minute, and always apologize for any delay.
Problem Resolution
o Listen carefully to what the guest is saying, and try to understand completely what they need and when. o Show the guest that you are really concerned, apologize for any inconvenience, and tell them that you will help them solve the problem. o If you do not feel that you have the best answer or solution, ask a colleague for help or introduce the guest to a manager who can find the best solution. o If the guest’s situation requires that you follow up later, make sure you tell them when you will do so, and make sure that you do. o Engage with the guest by making eye contact and speaking in a friendly and calm voice, so they can hear you and better understand you.
Problem Resolution
o Give the guest your undivided attention at all times.
o Make sure you are always alert and facing the guests, even when you are standing still, and when you move, walk with confidence, never running or seeming confused. o If the guests include elders or children, make a special effort to speak to them respectfully, and for example, by bending down to make eye contact with children. o Make your final comments to the guest warm and friendly, and express genuine thanks for their visit.
In Room Dining Experience o Answer the phone before the fourth ring and do not place the guest on hold for more than 30 seconds
o If calls are placed on hold, ask permission before doing so, and thank the guest for waiting
o If a call is transferred, make a polite comment before you connect the guest
o Give the guest your undivided attention at all times
o Engage with the guest by speaking in a cheerful, friendly and calm voice
o If you know or can see the guest’s name, and you feel comfortable saying it, use their name once or twice during the conversation, especially at the end of the call
In Room Dining Experience o At the end of the call, carefully repeat everything the guest has ordered
o Tell the guest when they will receive their order by giving the time of day (such as “nine-ten”)
o Make your final comments to the guest warm and friendly, and express genuine thanks for their call
o Knock or ring at the door, and wait ten seconds before repeating
o Ask permission to enter before stepping into the guest’s room
o When entering the guest room, we will use the guest’s name, and greet each guest individually, especially children.
In Room Dining Experience
o When arranging the tray or trolley in the room, we will show sensitivity to the guest’s activity and convenience, such as watching television, working at the desk, enjoying the view. o For guests ordering breakfast more than once, we will automatically confirm their previous preferences for coffee, tea, and condiments. o Our coffee and tea service will be excellent and elegant, including Asian-inspired teapots and excellent quality insulated thermoses; a selection of teas will be available and the Shangri-La blend will be served loose, not bagged. o Our children’s offering will prominently present several group-wide consistent items, designed and presented with health and creativity, as a brand signature.
In Room Dining Experience
o Once you have set the table or tray fully and comfortably, tell the guest their breakfast (dinner) is ready, and show them the items they ordered, giving the name of the item.
o Make sure their check is correct, that it is neat and clean, and that you give them a Shangri-La logo pen to sign it.
o Make your final comments to the guest warm and friendly, and express genuine thanks for their visit.
o If the guest calls to have their dishes removed, try to arrive at their room within 10 minutes.
o When you arrive to clear away the dishes, work quickly in the room and ask if they enjoyed their meal as you work.
Cuisine: In Room Dining Experience
o Make sure that the item you prepared matches the way it is described in the menu; or the way most guests expect it
o Make sure every plate looks carefully plated; free of spills and drips
o Make sure every plate looks appetizing, for example, with fresh colors and height and texture
o Make sure the food tastes good and is fresh
Cuisine: In Room Dining Experience
o Make sure that foods are properly cooked (i.e., medium rare), crispy, well-grilled, etc.
o Make sure hot foods are piping hot, and that cold foods are well chilled
o If a dinner order includes ice cream or a hot dessert, make sure the serving pieces will maintain the temperature of the item, like an iced supreme set-up
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