SHANGRI-LA DUBAI MARHABA
TABLE OF CONTENT
Vice President Operations & General Manager, Shangri-La Dubai
New Interns
Learning & Development
Awards & Accolades
Celebrations
Activities
Guest Engagement Scores
VICE PRESIDENT OPERATIONS & GENERAL MANAGER, SHANGRI-LA DUBAI MR. HAKAN OZEL
Luxury Service and Perfection Introduction
In a world where expectations are continually on the rise, the concept of luxury service has taken on a profound significance. It is no longer merely about providing a service but about crafting an experience that lingers in the memory, an experience steeped in perfection and attention to detail. Luxury service is the epitome of excellence, where every interaction is meticulously designed to exceed the highest standards and deliver unparalleled satisfaction. The Essence of Luxury Service Luxury service transcends the basic transactional nature of traditional service. It is a philosophy that permeates every facet of an establishment, from the moment a guest arrives to the final farewell. The essence of luxury service lies in its ability to anticipate needs, personalize interactions, and create a sense of exclusivity. This is achieved through a combination of impeccable décor, sophisticated ambiance, and Employees who are not just trained but are passionate about delivering excellence.
Attention to Detail One of the cornerstones of luxury service is the attention to detail. Whether it is the precise arrangement of flowers, the flawless presentation of a dish, or the subtle yet effective communication between Employees members, every element is considered and refined. This meticulousness ensures that there are no disruptions to the guest's experience, allowing them to immerse fully in the environment created for them. Attention to detail also manifests in the ability to remember and cater to individual preferences, making each guest feel valued and unique. Personalization In the realm of luxury service, personalization is paramount. It is about understanding the needs and desires of each guest and tailoring the experience to match them. This could range from remembering a guest's favourite drink to organizing bespoke experiences that cater to their specific interests. Personalization transforms a good service into an exceptional one, as it demonstrates a genuine commitment to the guest's comfort and enjoyment. It requires not only a high level of attentiveness but also the capability to act on the information gathered in meaningful ways. Anticipation is one of the most significant attitudes in this respect. The Pursuit of Perfection Perfection in luxury service is an ever-elusive goal, one that requires constant vigilance and improvement. It is driven by a relentless pursuit of excellence, where feedback is not just welcomed but sought after as a valuable tool for growth and continuous improvement. Establishments that excel in luxury service often have a culture of continuous improvement, where employees are encouraged to innovate and refine their methods. Employees are serving the guests all the time. As a result, they are receiving feedback from the guests. As such, listening to employees to provide and enhance the luxury service is essential.
VICE PRESIDENT OPERATIONS & GENERAL MANAGER, SHANGRI-LA DUBAI MR. HAKAN OZEL
Training and Development High standards are maintained through rigorous training and development programs. Employees are not only trained in the technical aspects of their roles but also in the soft skills that are crucial for delivering luxury service. This includes empathy, active listening, and effective communication. Continuous development ensures that the team remains at the forefront of industry standards and can adapt to the evolving expectations of guests. Service industry is relatively a high turn-over industry, hence well-disciplined and continuous trainings will help the employees, especially the new joiners to gain more and further knowledge and experience in luxury service. Finally, fostering a culture of learning and development helps in retaining top talent who are passionate about their craft. Creating Emotional Connections Luxury service goes beyond the surface level of providing amenities; it involves creating emotional connections with guests. This is achieved through genuine interactions, where employees engage with guests on a personal level, showing empathy and understanding. These connections are what turn a one-time visitor into a loyal guest. Emotional connections are built on trust and authenticity, where guests feel that their well-being is truly cared for. This level of connection can only be achieved when employees are empowered to go above and beyond in their service. The Role of Technology In the contemporary landscape, technology plays a significant role in enhancing luxury service. From advanced booking systems that remember guest preferences to smart room technologies that allow for personalized settings, technology helps in delivering a seamless and tailored experience. However, it is essential that technology complements rather than replaces the human touch. The integration of technology should aim to enhance the guest experience by providing convenience and efficiency without compromising on the warmth and personal interaction that define luxury service. Guests need technology in terms of practicality of their needs, not the replacement of their luxury hospitality expectations and dreams. Feedback and Innovation Listening to guest feedback is crucial for maintaining and improving the standards of luxury service. Feedback provides insights into areas of improvement and highlights what guests value most. Establishments that excel in luxury service use feedback as a tool for innovation, constantly seeking new ways to enhance the guest experience. This proactive approach ensures that the service remains dynamic and responsive to the changing needs of guests. It is through precious feedback from the guests that the organizations are able to continuously improve their standard in luxury. Conclusion Luxury service and perfection are inextricably linked, with each enhancing the other. Providing luxury service is an art that requires a deep understanding of human nature, a commitment to excellence, and a relentless pursuit of perfection. It is about creating moments of magic that leave a lasting impression and build a loyal clientele. In this quest for perfection, attention to detail, personalization, continuous improvement, and emotional connections are the key ingredients. As the expectations of guests continue to evolve, standards of luxury service must evolve, too, ensuring that it remains a benchmark of excellence in the hospitality industry.
NGO DINH MINH QUANG
FOOD & BEVERAGE INTERN Meet Brian, our F& B intern who always uses his sincere attitude to send wholesome vibrations to his colleagues and customers. He is excited to soar high in Shangri-La. Let's know more about him.
What is your favorite animal
What is your dream car Vinfast LUX A2.0 2
Cat
Your favorite Vietnamese dish Bún bò Huế (Beef rice noodle satay soup)
Any favorite fruit
Durian
Your go-to song to listen to
People - Libianca
Share your best memory
My birthday in 2022-My birthday that year was not only a joyful occasion for me personally but also for the entire Vietnamese population. My birthday coincided with the celebration of Tet, also known as the Lunar New Year.
FARES BELAL TAWFIQ NASER CULINARY INTERN This is Fares, our Culinary intern. In his personal time, Fares enjoys spending time with friends, playing video games, and soccer. His guiding philosophy is that “failure is not bad; it’s a lesson.” He also has a fondness for British rap music and once aspired to be a policeman or detective. Let's get to know him better.
If you could have dinner with any fictional character Jon Snow from Game of Thrones
Your favorite cuisine
Italian cuisine
Your go-to dessert to eat
Tiramisu
Your favorite movie
Either Interstellar or Inception
Best place you have traveled to
Dubai
If you had to choose a theme song for your life, what would it be
Eye of the tiger
LEARNING & DEVELOPMENT
ORIENTATION
CITY TOUR
JUNIOR LEADERS PROGRAM GRADUATION COHORT 1
JUNIOR LEADERS PROGRAM GRADUATION COHORT 2
LEADERSHIP TRANSFORMATION WORKSHOP This workshop equipped our leaders with the mindset needed for successful transformation initiatives. Our leaders were able to clarify the Shangri-La’s transformation journey & align to our Group’s goals and foster a mindset to inspire our teams.
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MIXOLOGY CENTER OF EXCELLENCE
Curated by Sanjin, MEIA Master Mixologist at Shangri-La Abu Dhabi, & Assistant Director of F&B the workshop featured top bar talents from acclaimed venues like Alquimico, Colombia; The Bombay Canteen, Mumbai; Hope & Sesame, Guangzhou; SĀ N YǑU, Shenzhen & Mimi Kakushi, Dubai. The team truly benefitted from the molecular mixology. Our 3 F&B colleagues: Semson Yadhurshan, Madhawa Edirisooriya and James Mathete from Shangri-La Dubai, participated in this wonderful workshop.
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TEA TRAINING BY BIANCA JIANG Bianca Jiang, Tea trainer from Wilmar International did a training for our Shang Palace and Lobby Lounge team members on the Gong Fu style of tea service.
WINE TRAINING- PENFOLDS
Our colleagues learned about the history of Penfolds, one of the world’s finest luxury wine brands with an enviable reputation for quality. Consistency of style and quality has cemented Penfolds reputation as the foremost producer of premium age-worthy wines in Australia. The colleagues had the opportunity to taste some of the finest wines.
CHAMPAGNE TRAINING- LAURENT PERRIER
Laurent Perrier is a renowned Champagne house with a rich background. The focus of the session was understanding its heritage, different styles of champagne, and how effectively we can communicate these aspects to our guests.
CHEF NARENDER GUSAIN FROM SLND
Chef Narender Gusain had a cross-exposure program at Shang Palace from August 16-31, 2024. Over the three weeks, he focused on different aspects of the Chinese cuisine: Wok Station, BBQ and Dim Sum. Our team excitedly welcomed Chef Narender and helped him upskill.
SUNIL KRISHNAN TASKFORCE IN SLIB Our Assistant Director of Finance Sunil Krishnan went on a Taskforce to Shangri-La Istanbul for one month and added immense value to the team.
WAHID AL MAWALY CROSS EXPOSURE IN SLAD Wahid Al Mawaly, our Fire &Life Safety Manager who will now handle the additional responsibility of Health & Safety went to SLAD for a cross exposure. This cross-function collaboration will truly help Wahid steer the ship after drawing on specialist knowledge from the subject matter expert Jeevanand Raju.
AWARDS & ACCOLADES
CHEF NIKOLAOS TSIMIDAKIS We are thrilled to share that our Executive Chef, Nikolaos Tsimidakis, was awarded "Highly Commended" in the fiercely competitive 'Executive Chef of the Year' category at Hotelier Middle East Awards 2024! We are so proud of him and delighted to see his dedication to culinary excellence recognized—here’s to many more achievements ahead!
CELEBRATIONS
PAKISTAN INDEPENDENCE DAY
On the 14th of August, we gathered to celebrate Pakistan's Independence Day. The H2 colleagues' restaurant was decorated with the Pakistani flags and our colleagues along with the leaders joined the celebration for the cake cutting.
INDIA INDEPENDENCE DAY
On the 15th of August, our Indian colleagues dressed up in traditional clothes, prepared delicious meals that made us travel to India for a day. They opened the celebration with their national anthem and ended with some Bollywood dance.
INDONESIA INDEPENDENCE DAY On the 17th of August, we celebrated the Indonesia Independence Day. A cake cutting ceremony was organized to mark the day. Our colleagues happily dressed up for the occasion and enjoyed the spread.
CHINA NATIONAL DAY
A day to celebrate the legacy, culture, and unity as well as honoring a rich history. On the 1st of October, our Chinese colleagues commemorated the China’s National Day in the H2 colleague’s restaurant. A video and quiz on the progress of China was shared to our colleagues. Our Chinese chefs collaborated to prepare some special dishes. To end the celebration, some treats were distributed to brighten the day and be in the spirit of the Asian heritage.
WAVE DAY BY HOUSEKEEPING
ACTIVITIES
HOUSEKEEPING WEEK This week was a blast for Housekeeping, featuring fun challenges like the straw juice transfer, bed-making competition, cup pyramid challenge, and towel art contest. The highlight? A creative animal wedding made with towels that showcased our team's skills and teamwork!
YOGA SESSION
We organized a yoga session for our colleagues to reconnect with our body, mind and spirit! Our colleagues got the opportunity to take a break from operations. The session involved a series of physical postures, breathing exercises, meditation and relaxation techniques.
INTER-DIVISIONAL BOWLING TOURNAMENT Here goes our yearly Inter-divisional tournament awaited by our colleagues. The team showed the ''Never give up'' and ''Compete to Win'' spirit on that day. Our winner was Finance team. Kudos to them!! Two trophies were given to the Best Male and Female player which went to the Human Resources Division.
CHESS, CAROM, TABLE TENNIS & FOOSBALL TOURNAMENT
EMIRATES DOWN SYNDROME ASSOCIATION VISIT The adults and children of EDSA association received a visit by our Regional Head of Operations MEIA, Mr. Kieran Twomey and Vice President Operations and General Manager, Shangri-La Dubai, Mr. Hakan Ozel, together with other hotel executives and colleagues. We express our gratitude for the amazing visit that highlighted diversity and was filled with joy and meaningful interactions. We are reminded of the beauty in uniqueness and the importance of appreciating each person's individual abilities and limitless potential.
HOUSEKEEPING TEAM BUILDING
The Housekeeping team went for a Dhow cruise in Marina along with their leader, Paula Guedes. The team members enjoyed a meal, some music and the breath-taking skyline of Dubai.
DINING CLUB
To better engage our colleagues, we created clubs like Do Good, Luxury, Explorer and Photography. The Dining club arranged a dumpling making activity. The colleagues got the chance to prepare dumplings in our Shang Palace kitchen with our chefs, Qiang Li and Jiao Dong.
FIRE DRILL
PINK OCTOBER HIGH TEA The Pink Afternoon Tea is a special tribute to Pink October, a month dedicated to raising awareness for breast cancer. By embracing the spirit of this important cause, we aim to foster community and support for those affected by breast cancer. The Pink Afternoon Tea features a delightful selection of pink-themed treats and teas. As part of the promotion, a photoshoot was conducted of the Pink Afternoon Tea, highlighting the elegance and delight of this meaningful experience.
PINK OCTOBER- RIBBON
The ladies dressed up in pink to stand stronger in support of the Breast Cancer Awareness month.
GUEST ENGAGEMENT SCORES
Overall Stay Experience TARGET 2024 : 91% YTD 24 :94.71%
Problem Free
Problem Handling
TARGET 2024 : 78% YTD 24 :79.50%
TARGET 2024 : 81.3% YTD 24 :84.21%
Service Attentiveness & Thoughtfulness TARGET 2024 : 94% YTD 24 :94.77%
Arrival Experience
TARGET 2024 : 93.8% YTD 24 :94.10%
See you in the next edition Thank You
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