Shangri-La Experience Standards

The Shangri-La Experience The Shangri-La Experience

Hotel Customer Sales

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 Give the guest your undivided attention at all times.

o Engage with the guest by speaking in a cheerful, friendly and calm voice.

Hotel Customer Sales

o Once you learn the dates, location (if applicable) and number of nights that the guest is interested in, find out more by asking how many are in the party, if the guest is on business or leisure, and if he/she is a Golden Circle member and it is the first visit to our hotel. o If the guest is a GC member, actively request for the GC number; if repeat guest, verify the Guest Profile information to ensure the correct profile is retrieved.

o For a first-time guest, verify his/her needs and match with a selection of appropriate offers; highlight the benefits of each.

Hotel Customer Sales

o Ask the name of the person you are speaking to, and use his/her name a couple of times during your conversation. o Go for the mid-category approach to have the flexibility to quote higher if the guest has more expectations and is looking for a more exclusive experience, or go lower when the guest reacts with strong price sensitivity. o Once the room type and rate has been agreed to, ask the guest if he/she would like to be greeted at the airport and have a limousine transfer to the hotel. o Mention special features of your hotel or resort such as spa or restaurant.

Hotel Customer Sales

o If you are making a booking, take all of the guest’s details in an efficient manner by speaking clearly and making sure about the spelling and accuracy of the information given. o Repeat all of the details clearly, including cancellation and deposit policies, and then explain to the guest what will happen next – how and when they will received their confirmation.

o Make your final comments to the guest warm and friendly, and express genuine thanks for the call.

o Make sure the confirmation is sent to the guest exactly as you said it would be done.

Internet Reservations

o Internet site is easy to use and efficient for maneuvering around and booking, including making special requests

o Internet site information is accurate and helpful.

o Internet site information is engaging, colorful and interesting.

o Internet confirmation is readily available; confirmations sent as described; confirmations are professional and polished.

o Internet site generates interest to visit spa, restaurant, leisure or other facilities of the property.

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.

BITE Experiences

o Our greeters will be attentively positioned at the entry, greeting guests immediately, not from behind podiums or counters. o We will seat guests thoughtfully for maximum comfort and privacy, and offer a choice of seats unless impossible; we will remain at the table until all guests are comfortably seated. o We will speak with guests calmly and discreetly, not interrupting conversations or asking obvious questions; and conversations amongst colleagues will be quiet and minimal. o During breakfast, we will be especially sensitive to the guest’s demeanor, reacting either with quiet remarks or engaging conversation.

BITE Experiences

o Our service will be attentively and seamlessly paced so that the guest never experiences noticeable delays or must signal for service. o While guests are at our buffet, our dedicated guides will proactively greet guests, expedite traffic, and describe the dishes highlighting local specialties and house specialties. o We will knowledgably and enthusiastically describe our foods and drinks, with special pride in regional specialties and signature dishes; reasonable special requests will be graciously accommodated. o Whenever a guest has accepted our recommendation, the colleague giving there commendation will show sincere interest and return to ask how they enjoyed it.

BITE Experiences

o During breakfast, we will visit each table to serve warm bakery items from an attractive basket, whilst explaining the different breads. o We will present our checks in distinctive folders/trays that are Asian or locally inspired, not a typical folder; when guests are reviewing the check, we will step away to allow privacy. o If the guest has a breakfast-inclusive package, we will not present a check or require a signature from them. o When children and elders are present, we will give them special recognition, for example by ensuring that we pause, speak clearly to them individually to establish a rapport, where possible at child’s eye level.

BITE Experiences

o In resorts or when many children will be present, our buffets will feature some selections especially for children, at lower height, with a colorful and entertaining presentation. o Children’s dining utensils, crockery and furnishings such as high chairs will be creative and of excellent quality, o in keeping with the restaurant’s other appointments. o Our manager will visit each guest’s table to enquire if anything further could be done to enhance their experience.

o During peak breakfast hours, a member of the Management will be present, mingling with guests.

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. o Each in-room dining presentation will include at least one Asian or locally-inspired element.

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

Restaurants

o Our greeters will be attentively positioned at the entry, greeting guests immediately, not from behind podiums or counters. o We will seat guests thoughtfully for maximum comfort and privacy, and offer a choice of seats unless impossible; we will remain at the table until all guests are comfortably seated. o We will speak with guests calmly and discreetly, not interrupting conversations or asking obvious questions; and conversations amongst colleagues will be quiet and minimal. o Our service will be attentively and seamlessly paced so that the guest never experiences noticeable delays or must signal for service.

Restaurants

o We will knowledgably and enthusiastically describe our foods and drinks, with special pride in regional specialties and signature dishes; reasonable special requests will be graciously accommodated o Whenever a guest has accepted our recommendation, the colleague giving the recommendation will show sincere interest and return to ask how they enjoyed it o When wine assistance is requested, we will engage by asking multiple questions to determine guest preferences, make appropriate recommendations accordingly at different price points with helpful descriptions o While guests are at our buffet, our dedicated guides will proactively greet guests, expedite traffic, and describe the dishes highlighting local specialties and house specialties

Restaurants

o We will present our checks in distinctive folders/trays that are Asian or locally inspired, not a typical folder; when guests are reviewing the check, we will step away to allow privacy. o In upscale and Chinese restaurants, we will escort departing guests through the restaurant’s doors, offering gracious words of appreciation and where appropriate, the local gesture. o When children and elders are present, we will give them special recognition, for example by ensuring that we pause, speak clearly to them individually to establish a rapport, where possible at child’s eye level. o In resorts or when many children will be present, our buffets will feature some selections especially for children, at lower height, with a colorful and entertaining presentation.

Restaurants

Manager Duties for a Comfortable Environment (Before every meal period and frequently when guests are present) :

o Look at each employee’s uniform to make sure there isn’t a stain and that they look crisp and professional o Make sure the temperature is comfortable – based on your own impression, the temperature setting and the behavior of the guests (are they bundling up in sweaters?) Makes sure the music is at the right volume and the sound quality is good o If the restaurant features windows and views, makes sure the windows are clean and that the shades are adjusted properly for the time of day o Walk through all the tables and make sure everything on the tabletop is immaculately clean and in good condition

Restaurants

o Make sure all the floors are clean and free of debris o Look around the walls and ceiling to make sure there are no burned out light bulbs or damage or stain o If the restaurant features flowers or other décor items, make sure they are clean and healthy looking o Make sure the workstations are well organized and very clean, especially if a guest can see any part of it tidy – cleared of dirty dishes, extra supplies and absolutely no trash or dirty linens o Look at the buffet presentations and make sure the tables and displays are clean, and that there are plenty of plates and serving utensils o Visit or speak to every guest at some point during their meal, either by visiting their table or by greeting them near the buffet – not just during arrival and departure

Buffet Cuisine & Presentation

Buffet cuisine & presentation

o Make sure all of the display pieces and accents are immaculately clean and well- placed o Prepare the food dishes carefully to make each platter or pan look generous and fresh, using only enough quantity to match the next half hour of guest traffic o Make sure every platter or pan looks appetizing, for example, with fresh colors and height and texture

Buffet cuisine & presentation

o Make sure the food tastes good

o Make sure that foods are properly cooked such as crispy, well-grilled, etc., and that roasted items remain moist and never appear dry or overdone

o Make sure hot foods are piping hot, and that cold foods are well chilled

Chinese Dining

o When guests call for reservations, we will build anticipation by mentioning seasonal special dishes or signature dishes and enquire about special menu requirements o Our greeters will be attentively positioned at the entry, greeting guests immediately, not from behind podiums or counters

o Return guests will be recognized as such and their preferences will be acknowledged and looked after

o We will seat guests thoughtfully for maximum comfort and privacy, and offer a choice of seats unless impossible; we will remain at the table until all guests are comfortably seated

Chinese Dining

o When presenting menus, we will give helpful and enthusiastic introduction to the seasonal dishes, regional dishes or signature dishes o We will offer a special, separate tea menu with appealing descriptions, and when guests show interest or ask questions, our tea master will provide expert assistance o After guests are comfortably seated, we will promptly serve our signature blend of tea as a welcome refreshment o We will speak with guests calmly and discreetly, not interrupting conversations or asking obvious questions; and conversations amongst colleagues will be quiet and minimal

Chinese Dining o Our service will be attentively and seamlessly paced so that the guest never experiences noticeable delays or must signal for service o When wine assistance is requested, we will engage by asking multiple questions to determine guest preferences, make appropriate recommendations accordingly at different price points with helpful descriptions o We will present our checks in distinctive folders/trays that are Asian or locally inspired, not a typical folder; when guests are reviewing the check, we will step away to allow privacy o We will escort departing guests through the restaurant’s doors, offering gracious words of appreciation and where appropriate, the local gesture

Chinese Dining o When children and elders are present, we will give them special recognition, for example by ensuring that we pause, speak clearly to them individually to establish a rapport, where possible at child’s eye level o Our manager will visit each guest’s table to enquire if anything further could be done to enhance their experience

o Guests in private dining rooms will receive a visit from a senior hotel manager

o We will meet our private dining room guest hosts at the hotel’s front door or lobby and escort them to the restaurant

Lobby Lounge

o Our Lobby Lounge will feature sophisticated live music from 1500 through evening, with excellent quality sound systems projecting a sense of energy into the lobby

o Our chic lobby colleagues will be attired in Asian-inspired uniforms that have panache

o Striking, elegant and artful displays of florals, food and drink will be prominently placed in the lounge, especially visible to passersby o We will provide a distinctive change in the ambience of the Lobby Lounge from day to evening, for example with changes in uniforms, lighting, sound style, candles, etc.

Lobby Lounge

o Our lounges will feature an extensive range of Asian and/or local teas featured in a prominent and elegant display

o Each Lobby Lounge will feature one tasteful signature feature for which it is known.

o Our wines and spirits will feature a wide selection, including a minimum of eight red and eight white, and luxury brand champagnes by the glass, reflecting various price-points o We will serve unique Asian or locally inspired complimentary snacks; guests ordering wine will receive special snacks that differ from guests ordering cocktails

Lobby Lounge o We will be especially attentive to guest comfort and engagement, for example by ensuring that chairs and pillows are well- arranged, and bending or kneeling when speaking to guests on low seats to achieve eye-level contact o We will speak with guests calmly and discreetly, not interrupting conversations or asking obvious questions; and conversations amongst colleagues will be quiet and minimal o Our service will be attentively and seamlessly paced so that the guest never experiences noticeable delays or must signal for service

Lobby Lounge

o Whenever a guest has accepted our recommendation, the colleague giving the recommendation will show sincere interest and return to ask how they enjoyed it o We will present our checks in distinctive folders/trays that are Asian or locally inspired, not a typical folder; when guests are reviewing the check, we will step away to allow privacy

o When children and elders are present, we will give them special recognition

o We will ensure that activities and events in the adjacent lobby area will not affect the ambience of the Lobby Lounge

Cocktail Bar

Cocktail Bar o We will serve drinks stylishly, through glassware, napery and garnishes that are interesting, unique and locally inspired o We will prepare and present our drinks with panache, such as showmanship behind the bar, shaking and pouring martinis tableside and using modified club service o Our wines and spirits will feature a wide selection, including a minimum of eight red and eight white, and luxury brand champagnes by the glass, reflecting various price-points o We will serve unique, Asian or locally inspired complimentary snacks; guests ordering wine will receive special snacks that differ from guests ordering cocktails o Our tabletops will always be preset with an element of interest, such as local accents, florals, and candles in the evening

Cocktail Bar o We will be especially attentive to guest comfort and engagement, for example by ensuring that chairs and pillows are well-arranged, and bending or kneeling when speaking to guests on low seats to achieve eye-level contact

o Our service will be attentively and seamlessly paced so that the guest never has to wait or signal for service

Cocktail Bar

o When wine or cocktail assistance is requested, we will engage by asking multiple questions to determine guest preferences, make appropriate recommendations accordingly with helpful descriptions o Whenever a guest has accepted our recommendation, the colleague giving the recommendation will return to ask how they enjoyed it o We will present our checks in distinctive folders/trays that are Asian or locally inspired, not a typical folder; when guests are reviewing the check, we will allow privacy

Complimentary Guest Amenity

o Coordinate the placement of the amenity with the arrival of the guest when known; not more than two hours before arrival. o If the guest has already arrived in the room, coordinate the delivery with another department or service so as not to disturb the guest twice.

o Avoid placing foods near plants and flowers in the guest rooms.

o If food or drink, all serving pieces are clean.

Complimentary Guest Amenity

o If food or drink, items are fresh, appetizing and presented at appropriate temperature.

o If food or drink, appropriate service ware - plates, napkins, cutlery - are provided.

o In subsequent services, perishable items are cleaned up or replaced; for chilled beverages, ice is replenished. o If a card or note is provided, it is personalized and the quality and style is in keeping with the hotel's image

Poolside or Beach F&B Service at Chaise

Coordinate the placement of the amenity with the arrival of the guest when known; not more than two hours before arrival.

Lobby & Porte Cochere Presence

o We will always convey a distinctive impression by our doorman’s locally inspired attire and charismatic demeanor, welcoming each guest with the local language and gestures.

o Our Guest Relations Officers will have a notable

and sophisticated presence in the lobby, proactively greeting and assisting guests.

o When not actively assisting guests, we will remain alertly positioned, opening doors and greeting guests in a warm and friendly manner.

Lobby & Porte Cochere Presence

o We will assist guests needing a taxi, and ensure that we communicate the destination to the driver; in situations where the driver and guest speak different languages, we will ensure that the guest has a card with the hotel’s address details in the local language. o Our Lobby will convey a sense of energy and identity, with beautiful florals, music and scent, and during holidays, seasonal displays.

Local Arrival (Airport)

o We will always convey a distinctive first impression through our greeter’s gracious demeanor, worldwide Shangri-La Asian red and gold jackets, and Signage.

o We will warmly greet our guests with local salutations and gestures.

o Our guests will feel that we are sensitive to their journey and mood by engaging in sincere conversation and not repeating questions. o We will welcome all guests at the airport when they have booked a hotel transfer, and escort them promptly to the hotel car.

Local Arrival (Airport)

o Our cars will always be immaculately maintained and journeys will be comfortable.

o Before commencing the journey, guests will be encouraged to fasten their seat belts.

o Shortly after the journey begins, guests will be advised that a list of music choice is available.

o Guests arriving at our hotel via hotel car will be personally greeted curbside with a sense of expectation and escorted directly to the room for registration.

Valet Parking Arrival

o As soon as the guest’s car comes to a stop, open the doors and greet them.

o As the hotel doorman, welcome each guest in an outgoing and lively manner, using the local language and gestures.

o When you accept the car, tell the guest how to retrieve their car and how long it usually takes.

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.

Valet Parking Arrival

o Give the guest your undivided attention at all times.

Hotel & Resort Arrival

o We will always a convey a distinctive first impression by our doorman’s locally inspired attire and charismatic demeanor, welcoming each guest with the local language and gestures.

o Our guests will be greeted graciously and accompanied from their vehicle into the hotel.

o Our guests will feel that we are sensitive to their journey and mood by engaging in sincere conversation and not repeating questions.

o We will be prepared for each guest’s arrival and knowledgeable of their benefits.

Hotel & Resort Arrival

o We will focus on genuine hospitality, making no promotional offers, other than the possibility of softly suggesting a room upgrade where the benefits and the costs to the guest are clearly described. o All guests will be offered an escort to their room and assistance with their bags; guests who decline will be given clear directions to the room’s location. o We will only introduce hotel services and facilities when it is inspiring or seem relevant to the guest, or seasonal/special events in the hotel, not mentioning typical and obvious features.

Hotel & Resort Arrival

o All guests will be offered an escort to their room and assistance with their bags; guests who decline will be given clear directions to the room’s location. o We will only introduce hotel services and facilities when it is inspiring or seem relevant to the guest, or seasonal/special events in the hotel

o At resorts, our costumed mascot will interact with guests at designated time in a fun and welcoming manner.

o We will warmly recognize return guests and respect their return by only describing new features of the hotel since their last visit

Baggage Service Arrival

o Deliver guest baggage as quickly as you can.

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 Engage with the guest by making eye contact and speaking in a friendly and calm voice.

o Place large bags on the luggage rack or bench, making sure that the right side is up and facing forward.

Baggage Service Arrival

o For garment bags, ask the guest if they would like to hung in the closet, or opened up on a bench or the bed.

o For the briefcases and others small bags, ask the guest where they would like them to be placed.

o Before you leave the room, point out and count back the number of bags you brought.

o Make your final comments to the guest warm and friendly, and express genuine thanks welcome.

Hotel & Resort Departure

o Our guests will feel that we are interested in them by engaging in sincere conversation and not repeating questions.

o We will specifically pause, establish eye contact and make heartfelt expression of appreciation and farewell.

o Our bills will be clear, simple and completely correct the first time they are presented to the guest and an offer will always be made to email the guest a copy of their final bill.

o Our guests will be given a gracious farewell and accompanied from reception to the porte cochere.

Hotel & Resort Departure

o Our guests will be given a gracious farewell and accompanied from reception to the porte cochere.

o Without delaying their journey, long-staying and other selected guests will receive a personal farewell from a senior manager at the moment of their departure.

o Our departure luggage services will be seamless, without delay, duplication of requests; for guests taking a hotel car, the luggage will be loaded and waiting in the vehicle.

Hotel & Resort Departure

o Without delaying their journey, long-staying and other selected guests will receive a personal farewell from a senior manager at the moment of their departure. o Our departure luggage services will be seamless, without delay, duplication of requests; for guests taking a hotel car, the luggage will be loaded and waiting in the vehicle. o We will always convey a distinctive final impression by our doorman’s locally inspired attire and charismatic demeanor, with genuinely warm farewells in the local language and gestures. o At resorts, our costumed mascot will interact with guests at designated time in some venue

Hotel & Resort Departure

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 During the call, ask about the guest’s method of transportation and ensure that this is communicated to the bellman. o Arrive at the guest’s room quickly after their call for service – if this won’t be possible, tell the guest and estimate the accurate time. 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.

Hotel & Resort Departure

o Greet the guest cheerfully and ask if they have enjoyed their visit.

o Confirm the number of bags and tell the guests what will happen with the bags next and where you will meet them.

o If the guest has ordered a hotel car for transport, load the bags into the car, ready for departure.

o If the guest asks to have bags stored, give them the luggage tag and store the bags accordingly.

Valet Parking Departure

o Remain alert and well positioned so that you can see when guests might be needing their car.

o Engage with the guest by making eye contact and speaking in a friendly and calm voice.

o Give the guest your undivided attention at all times.

o When you are speaking to a guest, stop and speak clearly so they can hear you and see your face, and better understand you.

Valet Parking Departure

o Bring the car as quickly as possible – if there is a delay, be sure to tell the guest.

o Make sure that the guest’s personal property and the settings like radio and seats are the same as the guest left them.

Valet Parking Departure

o As guests are departing, ask them if they need directions.

o Make your final comments to the guest warm and friendly, and express genuine thanks for their visit.

o Keep the front area of the hotel neat and clean, especially where guests will be waiting for their car.

o In resorts, offer the guest an amenity like a bottle of chilled water.

Health Club

o We will greet guests who have come to work out in a friendly, energetic manner, asking about familiarity with the fitness, locker and wet areas, and invite them to ask for assistance if required (from 0600 – 2200). o We will provide all arriving guests with towels, water and headphones; these may be offered by an attendant or conveniently displayed for self-service. o When providing personal training sessions, the instructor is fully professional and careful at all times including when carrying out fitness assessments, coaching and assisting with exercises.

Health Club

o We will have full knowledge of the health club and will take ownership of guest requests, listening carefully and responding in a warm, helpful manner (not to be overly familiar). o Our health clubs will be pristine in cleanliness, well maintained, fresh smelling and ventilated to allow for a comfortable

workout with cool towels stocked in refrigerators and other amenities conveniently displayed.

o We will provide attractively displayed rolled, cool towels and crushed ice near our steam rooms. o We will ensure that locker rooms will be discreetly and immaculately maintained including refreshing and replenishing lockers, showers and vanities after each use.

Spa

o We will determine and understand guest needs and preferences by asking thoughtful questions, tailoring treatment recommendations toward these, and confirming therapist gender when taking spa bookings.

o Walk-in guest reservations are taken in an interested, personalized manner including invitation to sit and have a refreshment while the appointment is arranged, determining guest needs and preferences and helpfully leading the conversation to meet these needs. o Our spa reception experience will be calm and caring as we listen carefully to guest needs and respond in a thoughtful and sincere manner, noting preferences on guest profile, which is subsequently provided to and effectively used by the therapist.

Spa

o Guests area always escorted from one spa area to another, and introduced by name to the next colleague who is to take care of them in a warm and courteous manner.

o We will consistently invoke a sense of serenity by speaking softly and clearly, moving quietly, and being sensitive to the guest mood.

o Our spa experiences will offer indulgences such as scented towels, foot rituals, pre and post-treatment tea service, scented face bowls, hot towel foot wipes, second misting, strikingly appointed treatment spaces, and immaculate soft linens.

Spa

o We will maintain complete focus on the guest including constant physical contact throughout the treatment, queries to assure comfort with pressure and room temperature, enquiring about and respecting stated preferences and guest privacy and modesty.

o Once a treatment has started, we will allow for full relaxation, only engaging in conversation which the guest initiates, and responding in a discreet, not overly familiar manner.

o All areas of the spa will be immaculately clean and well maintained, with robes, slippers, towels and other amenities required for grooming conveniently presented.

Concierge

o All Shangri-La city hotel Chief Concierges group- wide will wear the same distinctively-styled Asian- inspired uniform that clearly differentiates them from other associates; our resort Concierges will have a distinctive, locally-inspired uniform. o When not actively engaged with a guest, we will stand at strategic locations, seeking opportunities to greet and interact with guests; if we are seated when a guest approaches, we will always stand o We will be able to present an executive- committee-approved list and description of local venues and activities entitled “Where we send our family and friends.”

Concierge

o We will demonstrate special focus on and personal knowledge of the area's best dining venues.

o Our concierge desks will feature elegant digital or printed presentations of sample menus and descriptions from the hotel’s outlets and local restaurants for guests to review.

o Our concierges will “make it happen” by thoroughly and accurately addressing each inquiry, demonstrating good listening, expertise and local influence.

o We will demonstrate special focus on and personal knowledge of the area's best dining venues.

Concierge

o Our concierge desks will feature elegant digital or printed presentations of sample menus and descriptions from the hotel’s outlets and local restaurants for guests to review.

o Our concierges will “make it happen” by thoroughly and accurately addressing each inquiry, demonstrating good listening, expertise and local influence.

o Our Concierge will give thorough and anticipative information for each event; recommendation or booking by issuing a confirmation with concierge’s name, contact details; dress code; direction; location and “insider tips/signature items”

Horizon Club & Special Wings

Horizon Club & Special Wings o Prior to arrival, we will initiate contact with each guest to offer services and ensure full collection of guest preferences and names of all guests in the party, including children.

o Upon arrival at the hotel Horizon Club and special Wing guests will be personally welcomed by a member of the management. o We will offer guests the choice of checking-in while sitting in our lounge, or in their room; if the lounge is chosen, we will immediately serve a signature welcome refreshment. o When not actively engaged with a guest, we will stand at strategic locations, seeking opportunities to greet and interact with guests; if we are seated when a guest approaches, we will always stand.

Horizon Club & Special Wings o We will be alert to guest inquiries that require specialized expertise or access, and will provide

a swift personal introduction to a senior concierge who will respond urgently.

o We will be able to present an executive- committee-approved list and description of local venues and activities entitled “Where we send our family and friends.” o Our Concierge will give thorough and anticipative information for each event; recommendation or booking by issuing a confirmation with concierge’s name, contact details; dress code; direction; location and “insider tips/signature items”, if any. Explanation can be given to guest upon request.

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Horizon Club & Special Wings

o Specialized evening service touches will be provided in Horizon Club, Suites and special Wing accommodations such as elegant foot mat, luxurious slippers, upgraded water presentation, etc. o Horizon Club and special Wing guests using a hotel car for departure transfer will be personally recognized and assisted by a greeter upon arrival at the airport. o Specialized evening service touches will be provided in Horizon Club, Suites and special Wing accommodations such as elegant foot mat, luxurious slippers, etc.

Guest Room Services

o When entering the guest room, we will provide warm greeting to each guest, especially children, and use guest name if possible.

o We will create a neat environment without

intruding on guest space or property; clothing will be neatly folded or draped in the area left by the guest; items on desks or counters will only be gently straightened without excessive handling or arrangement.

o When we visit a room to provide a routine service and the guest is present, we will not ask to do the service, but instead immediately enquire a convenient time to return.

Guest Room Services

o When guests return to their rooms after our day and evening service, they will immediately experience a calm, fresh environment; in the evening, our beds will be invitingly turned back, with no collateral or supplies placed on them except our bookmark.

o In our rooms with good views, we will keep the sheer drapes open to highlight the view (except when there’s strong direct sunlight into the room which increases the room temperature).

o In resorts, one small evening surprise will be placed in the room, such as a single blossom, shell or other natural object.

Guest Room Services

Service Centre

o Answer the phone within 3 rings and do not place the caller on hold for more than 30 seconds. o If calls are placed on hold, ask permission before doing so, and thank the caller for waiting. o If a call is transferred, make a polite comment before you connect the caller. o Engage with the caller and guest by speaking in a friendly and calm voice, so they can hear you and better understand you. o Give the caller and guest your undivided attention at all times.

Service Centre

o If you are taking the message for the guest (not voice mail), listen carefully to what the caller is saying and write if completely and neatly – ask them to repeat it when necessary and confirm it by reading it back to them, especially numbers and times. o When you repeat the message to the guest, read it slowly and carefully, making sure they understand completely. o Do not reveal the room number of your guests to anyone. o Make your final comments to the guest and caller warm and friendly, and express genuine thanks for their call.

Pool & Beach

o Our pools will create the impression of a special destination with entry points that are designed and decorated with creative sophistication.

o Our furniture will be immaculately maintained and will project a luxurious and colorful impression. (Both indoor and outdoor pools must have very good quality chaises, towels, umbrellas to be competitive. These should provide a sharp, crisp look.) o Our pool colleagues will be attired in crisp, comfortable uniforms of distinctive style and quality, complimenting the colors and style of the furniture and appointments. (Many uniforms do not look like uniforms at all, but rather like attractive pool wear, with good deck shoes.)

Pool & Beach

o Upon seating, we will arrange each guest’s chaises lounge with two large, good quality towels and offer a choice of natural or infused citrus/herb water, which will be promptly served. (The water can happen during the setup, with costs controlled by using filtered water in carafes. While towels should differ in style from the normal hotel inventory, they must be of equal quality.) o During the seating process, we will advise guests of services available at the pool such as food & drink, reflexology, etc.; between 1200 - 1500 we will circulate amongst guests to discreetly offer snack menus.

Pool & Beach

o For outdoor pools and beaches, our food & drink menus will be stylish, colorful and waterproofed, and feature a variety of Asian or locally-inspired dishes that do not require a knife and fork. (This might include satays, wraps, pockets, sandwiches, rice bowls with chopsticks, etc. Fun and easy is the objective.) o Our foods are attractively presented with decorative, netted cloches, never using stainless steel or plastic plate covers. (Another way to distinguish our food, rather than making it seem like outdoor room service.)

Pool & Beach

o At indoor pools, we will attractively display amenities to include rolled towels, bottled water, infused flavored waters, goggles,

flotation devices, etc. (This may be impossible at properties with high club membership traffic. However, elsewhere the concept is to make the guest feel at ease for quiet swims as if they were at a home pool.)

The Shangri-La Experience The Shangri-La Experience

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