Orientation Book - SLMU/SLMH

Orientation Book - SLMU/SLMH

ORIENTATION BOOK

Executive Committee

Corporate Social Responsibility Whistle Blowing & Social Media Policy

Our Core Values and Manifesto Shangri-La Group

True Magic of Muscat

Shangri-La Barr Al Jissah Resort & Spa

MEET OUR EXECUTIVE COMMITTEE

Executive Commi

Sandro Mazza General Manager Al Husn

René D. Egle General Manager

Sandra Leibrock Director of Sales & Marketing

Paul Weiser Executive Chef

Ajay B Director of

e (SLMU/SLMH)

Ghislaine Lê Resident Manager

Mohamad Macki Chief od External Affairs

at Inance

Praveen Sharma Director of Engineering

Jason Xuereb EAM—F&B

Shangri-La Group

Hui KUOK Chairwoman

LIM Beng Chee Chief Executive Officer

OUR CORE VALUES

courtesy

humility

sincerity

helpfulness

respect

selflessness

OUR PHILOSOPHY

Shangri-La

Hospitality from

a caring family.

OUR VISION

To be the first choice

for guests, colleagues,

shareholder and

business partners.

OUR MISSION

To delight our guests

every time by creating

engaging experiences

straight from our hearts.

OUR MANIFESTO

A heart—warming family

We are family. We share something powerful—our genuine care and respect for others. The belief shapes us. It shapes the way we treat all people with selfless sincerity and thoughtful courtesy, understanding needs and sharing feelings. It shapes the way we transform our gracious and enchanting Asian manner to authentic experiences straight from the heart. Our strength lies beyond our harmonious surroundings and hideaway locations. It lies in our core values that guide us to treat each and everyone with honour, as kin, as family. In our family you will find tranquillity, sincerity and something a great deal rarer—our special kind of hospitality, hospitality from the heart.

SELFLESS SINCERITY

THOUGHTFUL COURTESY

A HEART WARMING FAMILY

AUTHENTIC EXPERIENCES SRTAIGHT FROM THE HEART

TREAT EACH AND EVERYONE AS FAMILY

ENCHANTING AND GRACEFUL

GUIDING PRINCIPLES

1.We will ensure that leadership drives for results.

2.We will make guest loyalty a key driver of our business.

3.We will enable decision making at the guest contact point.

4.We will be committed to the financial success of our own unit and of our company. 5.We will create an environment where our colleagues may achieve their personal and career goals. 6.We will demonstrate honesty, care and integrity in our relationships. 7.We will ensure our policies and processes are guest and colleague friendly. 8.We will remain deeply committed to our social responsibility by making a positive contribution to our communities, environment, colleagues, guests and business partners.

KEY STRATEGIES TO ACHIEVE EXCELLENCE Product & Services Innovation: Our products and services to be distinct, innovative and differentiating. Market Position: Our hotels to be market leaders in their respective locations. Employee Loyalty: Shangri-La to be the preferred employer. Our colleagues to be committed, efficient, high achievers and well rewarded. Business Results: Best in class of gross operating profits for the owners of our hotels. Leadership: Committed, dedicated, creating a “sense of belonging” and ambassadors of the Shangri-La brand. Guest & Brand Loyalty: Continue to recognize Golden Circle members so as to increase their revenue contribution to Shangri-La. Technology: Best use of technology at a sensible price and maximising company potential. Brand Presence: The Shangri-La brand is represented in major gateway cities and resort destinations. Corporate Social Responsibility: Commitment to environment, health & safety, colleagues, supply chain management and stakeholders.

UNIVERSAL CORE PRACTICES

1.We will be well groomed and dressed, with clean, neat uniforms and nametags. 2.We will answer telephone calls within three rings in a courteous and pleasant manner. Telephone calls are not screened. 3.We will speak to guests and one another in an attentive, sincere, courteous and composed manner. 4.We will acknowledge guests and colleagues with eye contact and a smile using their names whenever necessary and possible. 5.We will be knowledgeable about hotel services and facilities to convey to guests. 6.We will carefully listen and take ownership of guest requests, replying in a helpful and sincere manner.

7. We will graciously escort guests where they want to go or use an open palm gesture when giving directions. 8. We will report, record, resolve all guest-related issues, take ownership and communicate them appropriately, in a timely manner. 9. We will ensure the safety, security and privacy of our guests and colleagues. We respect the confidentiality of guest names, room numbers, preferences and behaviours. 10. When in guest corridors, we will provide salutation and step back gracefully in order to allow guests to pass by. 11. We will respect the environment by ensuring our surroundings are always clean and safe.

OUR CSR VISION/ MISSION STATEMENT

We envision a community of responsible and educated citizens who are environmentally conscious, practice social responsibility in their daily lives and inspire others to do the same. We commit to operating in an economically, socially and environmentally responsible manner whilst balancing interests of diverse stakeholders. We strive to be a leader in corporate citizenship and sustainable development, caring for our colleagues and guests, seeking to enrich the quality of life for the communities in which we do business, and serving as good stewards of society and the environment.

CORPORATE SOCIAL RESPONSIBILITY

Shangri-La Hotels and Resorts have unified all initiatives within five key areas of CSR namely, Environment, Health and Safety, Employees, Supply Chain, and Stakeholder Relations under the umbrella brand of “Sustainability.” This campaign strives to properly educate its stakeholders, inspire and engage its employees, enjoin its business partners and align with the local community initiatives so that CSR can be used as a more significant tool towards development.

Luxury need not cost the earth

Our Flagship Projects

Shangri-La's Care for People Project Our care for people projects are expressed with the most powerful icon for embracing others - a heart

Shangri-La's Care for Nature Project The sanctuary signature is expressed by four thumbprints joined in- to the symbol of a healthy & lush biodiversity - the butterfly

The handprint symbol on the sustainability signature reminds us of how we put our hands up to commit to being socially responsible

SOCIAL MEDIA GUIDELINES

1. Please familiarize yourself with and follow the Shangri-La group Code of Conduct and Ethics. Social media must never be used in a way that breaches any of our corporate policies, including the Corporate >Page 1 Page 2 Page 3 Page 4 Page 5 Page 6 Page 7 Page 8 Page 9 Page 10 Page 11 Page 12 Page 13 Page 14 Page 15 Page 16 Page 17 Page 18 Page 19 Page 20 Page 21 Page 22 Page 23 Page 24 Page 25 Page 26 Page 27

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