eNewsletter 1 - Q1 2021

Quarterly Newsletter

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Area General Manager Message

2020 is over and we already finished the first quarter of 2021. The year is still challenging but with your support and commitment we have been able to maintain our standards and keep our head high. The scores for the first quarter have shown amazing progress since last year and it was all because of your efforts. As we continue into Q2 let ’ s be hopeful, put our hands together and ensure we go through this in a smooth and positive way and work delivering our best.

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eLearning Section

As we end our first quarter, many new courses are being launched. From the core learning programs to the new vibrant and specialized courses, all are available for you to explore.

Many courses will be focusing on the development of the colleagues as well as the refresher of previous information to maintain consistency and keep the standards high.

Stay tuned for some exciting courses and programs that will be launched within this year! And check out some of the recommendations.

Price Value Matrix Modules 1 & 2

Shangri - La Group ’ s Guest Feedback Management System

These courses are designed to help optimise business performance in the property by correctly positioning it. The price value matrix tool can be used by any of the revenue centres in the Hotel and learners are highly encouraged to use the matrix and validate the findings of the matric from the property RO leader.

This course aims to refresh all colleagues about the importance of handling guest feedback and the process and tools on how to engage with guests. An interactive and engaging session that can be done face to face on virtually and will allow colleagues to enjoy, learn and recreate a new perspective on guest engagement.

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eLearning Section

History of Bars & Cocktails

A series of mini courses that will help you further explore the Bar Operations.

From the historical background and development of bars to the various styles of cocktails from different ages.

All can be explored in these 9 modules from the Archaic Age all the wat to the Present/Platinum Age.

LET’S KEEP LEARNING

2021 SFS Policy for direct and indirect Food Handlers

This course is a refresher on all the SFS policies and procedures for both our direct and indirect food handlers. It reminds us of the importance of maintaining the standards post covid and understand the reasons behind our Hygiene protocols.

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Lifeguard Training

Our dedicated Lifeguards conducted a re - certification training both classroom & practical under International Lifeguard Training Program (SST) facilitated by our in - house certified instructor Mark Nada. Knowledge, on First Aid/AED machine and skills on open water are among the focus of these training.

5

Emergency Response Team Training

In case of Fire Emergency, our ERT Team is ready to respond and assess the situations. Our Fire Life & Safety Manager Humaid Al Kalbani, conducted a yearly refresher training to all the ERT members focused on Fire , Medical, Elevator emergencies.

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2

#SMILEBEHINDTHEMASK#

Let ’ s have a look at how our colleagues smile behind their mask, what makes us different is that our smile comes from the heart with genuine care and love of service. Make sure to keep smiling, maintain your grooming and engage with guests.

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NHI —Chef’s Competition

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Three of our local colleagues : Hood, Asma and Hani participated in a Chef ’ s Competition hosted by NHI. They were given black boxes with several ingredients where they had a specific amount of time to create a whole menu and get creative with it. Well done to our team for coming in fourth place!

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Quality Improvement — Q1 Performance

FAMEX Bonus Points!!

Well done to our Team for achieving the Top Box and Problem Handling Scores of the Complex for our first quarter. We also managed to achieve our Famex Bonus points. Let ’ s keep up the energy and work on maintaining our scores and aiming for higher in Q2.

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#ChooseToChallenge#Women’s Day#Mother’sDay#March2021

Let’s get inspiration from two of those many empowered woman we have in our resort .

" There will be times when I want to give up, where the amount of change and challenges that comes with being a mother becomes too hard yet the journey teach me so much along the way. As a working mother, it's very important to find my strength that I need to have for my children, prioritize what needs to be done and have my "ME - TIME" at the end of the day as a reward to my self for being an amazing working mom. And last thing, I am very blessed and thankful to have a caring husband at home and supportive colleagues at work which is highly appreciated".

“Spread your Wings and Soar! Grow as you face challenges, get out of your comfort zone and learn something new. Do not limit your- self ,you're a WOMAN you can do anything. Always remember your strength and your worth”.

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Turtle Nesting & Hatching

The nesting and hatching season is now here and our turtles once again are out there to give us hope that there is a light at the end of the tunnel and we will get back. As one of the five unique destinations in Oman for turtle nesting and hatching, we continue to have it as a unique selling point and a way to attract our guests.

Turtle Nests = 51

Turtle Hatching = 190

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Volunteerism

2021 Target

YTD

1120 Hours

(4hr per 50% of Total Headcount)

358 Hours

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Ramadan Mubarak

The Holy month of Ramadan has begun. It ’ s that time of year where we focus on our inner spiritual self and we take the time to reflect on our actions and behaviours and work towards creating a positive and helpful spirit.

Ramadan Mubarak to all and Happy Fasting!