Conveying Our Message Of Care-Verbiage Guidelines Playbook

Conveying Our Message Of Care-Verbiage Guidelines Playbook

Conveying Our Message Of Care

P O S T C O V I D - 1 9 V E R B I A G E P L A Y B O O K

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How we communicate is key in reassuring our guests that we care for them…

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We must make them feel safe and comfortable …

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So they can enjoy the moments that truly matter the most…

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Moments of Joy Moments of Shangri- La…

LET ’ S REVIEW OUR VERBIAGE GUIDEL INES

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GENERAL Temperature Checks

“Good morning/afternoon/ evening, welcome to Shangri -La. For your safety, we are requesting that all guests undergo a temperature check before entering. May I kindly take your temperature?...Thank you, we appreciate your cooperation ..Have a lovely day ahead.”

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FRONT OFFICE Health Declaration Form

“Mr. Smith, if you would be so kind to complete this brief health and travel declaration form for our records.”… If digital form is offered: “You may access the form by scanning this QR code with your mobile device… Thank you very much.” If guests are not familiar with using QR code you may provide the following instructions: “Open the camera application on your phone, then hold your device over the QR Code so that it is clearly visible within your smartphone’s screen and then simply click on the pop- up notification that appears to view the form.”

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FRONT OFFICE Offering Optional Housekeeping Cleaning Services

“Mr. Smith, we want to ensure your stay is most comfortable with us. Rest assure that your room has undergone a rigorous cleaning and disinfection process. May I ask if you would require daily housekeeping cleaning services, alternatively we can also provide cleaning services upon request throughout your stay, or if you prefer, we have an at door contactless delivery option when providing any additional amenities you may require.”

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HOUSEKEEPING Daily Cleaning (Guestroom is occupied)

“Good morning/afternoon/evening Mr. Smith, for your safety and care is there a convenient time that I may come back to clean your room?” If guest insists to come in and clean the room:

“I do apologize Mr. Smith, to enable safe distancing , we do require you room to be vacant so that we can conduct our thorough cleaning and disinfecting process. I can certainly come back at a later time that is suitable for you…Thank you for your understanding Mr. Smith, I will return at 11am to clean your room…Are there any additional amenities that you may require at the moment such as extra towels or Nespresso pods? It would be my pleasure to bring these for you.”

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FOOD AND BEVERAGE Reservation Confirmation E-mail *verbiage to be added in the standard restaurant confirmation email

Thank you from choosing XXX restaurant. Your reservation is confirmed for XXX on XXX XXX

As a part of our commitment to your care, we have strengthened our existing, rigorous health and safety regimes at our restaurant. Our dining space will be set up with extra precautions to respect social distancing and enhanced food safety. We also have increased our frequency of deep cleaning of all high-touch surfaces to ensure your dining experience is most comfortable.”

*Include any F&B local by-laws that guests need to adhere to when dining

In line with local regulations and our efforts to reduce to spread of COVID-19, we will be conducting temperature checks upon arrival and reminding all guests to wear a face mask when walking within the restaurant.

We are looking forward to welcoming you soon.

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FOOD AND BEVERAGE Reservation booking process: Group size limitations

“Mr. Smith, we have enabled safe distancing practices in our restaurant by limiting group sizes per table. Unfortunately, at this time, we can only take a reservation for a maximum of __ people.”

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FOOD AND BEVERAGE Presenting menu via QR code

“To view our menu we do have a digital option which can be conveniently accessed by simply scanning this QR code with your mobile device.”

If guest needs assistance: “Open the camera application on your phone, then hold your device over the QR Code so that it’s clearly visible within your smartphone’s screen and then simply click on the pop- up notification that appears to view the menu.”

*If guest seems hesitant about using the QR code menu, be sure to acknowledge this preference and promptly provide them with alternatives such as single use printed menus.

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IN-ROOM DINING Order taking- offering options for delivery “Mr. Smith, we would like to ensure your dining experience is most enjoyable from the comfort of your room. For the delivery of your meal, May I ask if you would you prefer to have our traditional in room service set up? Alternatively, for your care, we can also provide at door delivery service or have your meal conveniently prepared in disposable containers for contactless doorstep delivery.”

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IN-ROOM DINING Informing guest of trolley clearance option (If guest selected at door delivery service option)

“Once you have savored the meal, please call us by dialing ‘0’ and we will promptly collect the trolley from your doorstep.”

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HEALTH CLUB Reception desk registration (Guests with pre-registered timeslot)

“Good morning/afternoon/evening sir/madam, how you are? …Do you have a scheduled visit today?...Excellent may I have your last name. Thank you, Mr. Smith, I have you booked in from 2pm to 3pm today, is this correct? Great, if you can kindly fill out our registration form here. Mr. Smith, I have prepared you locker number five. Throughout our facilities you will see a supply of disinfecting wipes for your use and if there are any additional changeroom amenities you may require please let us know and we would be happy to provide these for you.”

* Safety and hygiene guidelines containing any local by-laws must be included in confirmation communication for pre-registered bookings in health club facilities.

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HEALTH CLUB Reception desk registration (Walk-in guest when at maximum capacity)

“Good morning/afternoon/evening sir/madam, how you are? …Do you have a scheduled visit today?...To enabled safe distancing practices within our facilities we have reduced allowable capacities and unfortunately, we are fully committed at this time, however we do have availability at XXX, would this time for suitable for you?

Consider offering to call the guest if there are any cancellations which will allow earlier accommodation of time slot.

*safety and hygiene guidelines containing any local by-laws must be included in confirmation communication for pre-registered bookings in health club facilities.

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Conveying Our Message Of Care

P O S T C O V I D - 1 9 V E R B I A G E P L A Y B O O K

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