MA FEE 2023 Q3 Newsletter
Shangri-La and Traders Hotel, Qaryat Al Beri, Abu Dhabi
03 FROM THE GENERAL MANAGER’S DESK 04 SLAD AND THAD HOTEL UPDATES
18 SUSTAINABILITY INITIATIVES 22 LEARNING AND DEVELOPMENT 28 GUEST ENGAGEMENT SCORE
CONTENTS
Dear Team,
I am excited to share some fantastic updates for Q3 2023. We recently celebrated "Colleague Appreciation Week," a special event designed to recognize our colleagues' invaluable contributions to the success of SLAD and THAD. Additionally, we had the distinct pleasure of hosting an extraordinary culinary affair at our Bord Eau restaurant, featuring Mirazur, a renowned three-Michelin- starred restaurant from France, and the esteemed Celebrity Patisserie Chef, Nina Métayer , as part of the popular Culinary Master Series this summer. These events exemplify our unwavering commitment to obsess over customer experience, colleagues' recognition, and cultural diversity within our company. I am confident that you will enjoy delving into the finer details of each of these celebrations through this edition of our newsletter. Your boundless enthusiasm and active participation made these events truly exceptional. I extend my heartfelt thanks for your dedication and hard work during Q3 2023. I am looking forward to a wonderful and joyful time during this festive season of the year.
Complex General Manager Ahmed Issa
Warm regards, Ahmed Issa
UPDATES
ABOUT ME As a passionate pastry enthusiast, I've spent 15+ years in the hotel industry specializing in pastries and baking, working with top international chains like Ritz-Carlton, Marriott, Hilton, and more. Shangri-La Abu Dhabi is my third Shangri-La experience. I am drawn to their vision
of being the most beloved hospitality group, emphasizing customer-centric experiences.
My forte is creating sweet memories for customers through personalized desserts and amenities. In leadership, I follow a philosophy of leading by example and never giving up. Beyond the kitchen, I enjoy cooking Asian dishes, watching movies, and playing badminton.
Executive Pastry Chef Muhamad Wildan
ABOUT ME I grew up in Sarawak, Malaysia, surrounded by a variety of kitchen experiences during my childhood. After graduating from SATT Hospitality College Malaysia with a Major in Culinary Arts, I began my career at Shangri- La’s Rasa Ria Resort, Malaysia. From there, I worked at renowned hotels like The Address Hotel, The Westin, The Danna Hotel Malaysia, and The Ritz-Carlton. Currently, I am back at Shangri-la Qaryat Al Beri, Abu Dhabi. I have a keen eye for detail, a strong drive for learning, and an unwavering commitment to quality. Cooking isn't just a task for me; it's an experience, a celebration, showcasing magic when passion meets kitchen skills. My goal is to create unforgettable culinary moments that bring joy to every palate and warmth to every heart.
Chef De Cuisine - Sofra Ding Lejau
My motto: "Do good, try hard, and keep pushing!"
WEEK
July 3 to 7, 2023
We came together to celebrate Colleague Appreciation Week.
It's our culture to celebrate and appreciate everyone. Throughout the week, colleagues were treated to an array of celebrations, activities, delicious food, games, and much more, all designed to recognize their contributions towards the success of Shangri-La and Traders Hotel, Qaryat Al Beri, Abu Dhabi.
Take a peek at those joyous moments.
WITH CHEF NINA MÉTAYER Shangri-La Qaryat Al Beri, Abu Dhabi presented Celebrity Patisserie Chef, Nina Métayer as part of the popular Culinary Master Series this summer. Flown down from Paris exclusively to present a gourmet experience to guests in Abu Dhabi, Nina Métayer featured her artisanal creations over an Afternoon Tea in the hotel’s Lobby Lounge along with a series of Masterclasses.
Awarded twice as the ‘Best Pastry Chef of the Year,’ Nina is renowned for her visually appealing and delicious combinations having inspired by France and her journeys to different parts of the world. The ‘ Culinary Master Series ’ was introduced by Shangri -La Qaryat Al Beri, Abu Dhabi for its novel gastro concepts since 2022 and has been praised by diners. This initiative aims to combine exceptional taste and talent presented by a selection of award- winning master chefs, paired with world-renowned Shangri-La hospitality.
FESTIVAL
We celebrated ‘ Lantern and Moon ,’ a popular mid-autumn festival in Chinese culture that happens during the full moon of autumn equinox. It is considered an auspicious occasion to gather with family and friends to usher in prosperity and good fortune. An evening of floating lanterns accompanied by sounds of the drum, lighting of the symbolic beacon amongst other traditional activities marked this occasion at Shangri-La Qaryat Al Beri, Abu Dhabi.
COMPETITION We organized a Lantern making Competition for our colleagues to celebrate the Lantern and Moon Festival as a team. All the lanterns created during the competition were proudly displayed at the Buffet Brunch on the day of the festival at Sofra, our All-Day Dining Restaurant. We extend our gratitude to everyone who took part in this creative competition. It was a delight to witness such brilliant creations! Congratulations to our WINNING TEAMS : • TEAM ENGINEERING - Rose Gracia and Anura • TEAM F&B SERVICE – Nisha and Natasha
A CULINARY EXTRAVAGANZA AT BORD EAU
We had the pleasure of hosting a culinary affair at our Bord Eau restaurant with Mirazur a three-Michelin-starred restaurant from France and awarded as the ‘ Best Restaurant in the World ’ in 2019. The Mirazur team , headed by Executive Chef Luca Mattioli, presented an enchanting collection of signature delicacies from the ‘Universe of Mirazur ’ which drew inspiration from Roots, Leaves, Flowers and Fruits to create a sensory journey for the palette. Truly an experience to remember.
The SLAD and THAD teams celebrated International Housekeeping Week from September 11th to 14th, 2023, concluding with a final gathering on September 22nd, 2023. The theme for this year was "Little Moments, Big Memories." The activities brought everyone together, providing them with the fantastic opportunity to showcase their talents in sports, towel folding, tissue roll pyramids, bedmaking, and more. HOUSEKEEPING WEEK
ROOM INSPECTIONS
In 2020, SLIM implemented the VI-Apps room inspection process, making it mandatory. Recently, it was included as a requirement on the balanced scorecard. The Housekeeping departments of SLAD & THAD consistently maintain a minimum benchmark score of over 80%, making a significant contribution to achieving the Hotel’s BSC goal. We continue to strive for excellence.
RECOGNITION We acknowledge the outstanding performance of our colleagues and departments, exemplifying the essence of the Shangri-La culture and its shared values , all contributing to maintaining the high morale.
We are delighted to announce the exceptional performer from the third quarter.
Shangri-La Qaryat Al Beri, Abu Dhabi
Front of the House
Heart of the House
Rosemarie De Gracia Engineering JULY
Cherry Ann Health Club JULY
Lila Bhandari Housekeeping AUGUST
Christian Jordan Front Office SEPTEMBER
Rathan Shetty Information Technology AUGUST
Nguyen Thi Phuong Anh Human Resources SEPTEMBER
Traders Hotel, Qaryat Al Beri, Abu Dhabi
Front of the House
Heart of the House
Venkataratnam Chikka Health Club JULY
Grace Sayan Dubal Housekeeping AUGUST
Fathi Mohamed Ahmed Front Office SEPTEMBER
Shahid Ali Engineering JULY
Mohit Kumar Finance AUGUST
Ouseph Francis Security SEPTEMBER
Shangri-La Qaryat Al Beri, Abu Dhabi
Mohamed Sadar Uddin Housekeeping QUARTER 3
INITIATIVES
DRIVE We organized a blood donation campaign in partnership with Abu Dhabi Health Services, Co. – SEHA on July 18, 2023. A total of 45 colleagues participated and generously donated 20.25 liters of blood.
CLEANUP DAY
SLAD and THAD joined hands to make a positive impact on our environment and to contribute to the protection of our oceans.
A total of 70 dedicated volunteers participated in this campaign, demonstrating our collective commitment to preserving our coastal ecosystems. We managed to clean the entire beach front, showcasing our efficiency and dedication to this cause. Thank you to everyone who participated and contributed to this successful coastal cleanup.
CHARITY This year, Shangri-La and Traders Hotel, Qaryat Al Beri, Abu Dhabi, celebrated the International Day of Charity by aiding and supporting to those in need. We collaborated with the Al Ihsan Charity Association and donated 4 truckloads of items, including mattresses, pillows, duvets, curtains, cushion covers, and more, with the help of our Housekeeping team.
DEVELOPMENT AND
"JOY AMBASSADOR"
We We would like to extend our heartfelt congratulations to Prosper, who has been recognized by our guests for exceptional customer service and has proudly become the first Joy Ambassador in the complex. This achievement is a testament to Prosper's dedication and commitment to delivering outstanding service and creating memorable experiences for our valued guests.
Prosper Kwadwo Housekeeping Traders Hotel, Qaryat Al Beri, Abu Dhabi
WORKSHOP
We worked with Omorfia Group - Bedashing, a modern and award-winning salon and spa in Dubai and Abu Dhabi. We organized a makeup and grooming workshop for our female colleagues to make them feel more confident. This session was designed to help them learn different grooming skills so that they can present themselves professionally and confidently.
ORIENTATION We welcomed 28 new colleagues to our Shangri-La family during the third quarter. The new team members underwent a three-day onboarding program, which included engaging classroom sessions and a property show-around. To familiarize them with the scenic beauty and tourist attractions of the city, they enjoyed a half-day tour of the Sheikh Zayed Mosque for a cultural immersion experience.
LEARNING AND GROWTH We were delighted to once again partner with the Department of Culture and Tourism to train four talented Emirati students. These trainees gained valuable experience in departments such as HR, Food and Beverage, Culinary, Front Office, and Housekeeping.
We want to thank all the colleagues who took the time to train these individuals. The collaborative effort of our colleagues played an important role in ensuring the success of this training program and the growth of these talented trainees.
A Fresh Wave of Talent!
We are excited to introduce our newest interns - a fantastic bunch of young talents.
Here at SLAD & THAD, we are all about giving aspiring hospitality professionals a chance to learn by doing. We are thrilled to be a part of their learning and growth journey. Let's give a big, warm welcome to our interns! Your support and cheers mean the world to them as they begin this exciting adventure with us. Together, we will help them grow into the hospitality leaders of the future.
CONGRATULATIONS TO OUR INCREDIBLE INTERNS!
We're excited to share glimpses from a special moment as we bid farewell to an exceptional group of interns who have successfully completed their journey with us. A round of applause for our talented culinary interns! Your creativity and passion for the culinary arts have left us in awe. To our dynamic duo from the sales and marketing department, your strategic minds and innovative ideas have made a significant impact on our business. Let's take a moment to celebrate not only your achievements but also the memories, friendships, and growth you've experienced during your time here.
OVERALL STAY EXPERIENCE
LIKELIHOOD TO RECOMMEND
FULFILLMENT
TARGET: 91.30 % SCORE: 91.61%
TARGET : 9.03% SCORE : 9.04%
TARGET : 86.00% SCORE : 88.98%
PROBLEM HANDLING
PROBLEM FREE
SERVICE ATTENTIVENESS
Shangri-La Qaryat Al Beri, Abu Dhabi
TARGET : 89.00% SCORE : 90.60%
TARGET : 68.70% SCORE : 71.64%
TARGET : 73.00% SCORE :74.53 %
OVERALL STAY EXPERIENCE
LIKELIHOOD TO RECOMMEND
FULFILLMENT
TARGET: 89.00 % SCORE: 90.55%
TARGET : 8.86% SCORE : 8.97%
TARGET : 86.00% SCORE : 89.15%
PROBLEM HANDLING
PROBLEM FREE
SERVICE ATTENTIVENESS
Traders Hotel, Qaryat Al Beri, Abu Dhabi
TARGET : 89.00% SCORE : 90.28%
TARGET : 80.70% SCORE : 82.61%
TARGET : 73.00% SCORE :68.09 %
YOU
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