Shangri-La Academy Recommends - Editions 1 to 3

Shangri-La Academy Recommends - Editions 1 to 3

R E C O M M E N D S

N E W S L E T T E R E D I T I O N 1 A P R I L 2 0 2 0

Welcome to the first edition of the Shangri-La Academy Recommends Newsletter. The purpose of this newsletter is to provide our Shangri-La colleagues with some recommendations to continue develop self with internal and external learning solutions.

This publication is prepared by the Global Shangri-La Academy team and will be distributed every two weeks.

In this EDITION NO. 1:

• Introducing TYPSY, an online learning platform with literally hundreds of video based lessons focused on hospitality skills…………………………….......…..1

• What’s in our catalogue? Featuring Shangri-La Academy Learning programs developed in house and available already…………………………………………….……2

• What’s coming up? Keeping you up to date with the Online Programs that will be launched at Shangri- La Academy Online in May……………………….……3

1. INTRODUCING

INTRODUCING

The Shangri-La Academy has partnered with TYPSY: an Australian – based company that provides online learning modules on functional hospitality skills.

From now and until October 31 st 2020, our Shangri- La colleagues will benefit from TYPSY’s catalogue which features 500+ lessons in English with closed captions in 20 different languages!

The courses in TYPSY are about:

All TYPSY courses are endorsed by the

INSTITUTE OF HOSPITALITY

TO ACTIVATE YOUR FREE TYPSY SUBSCRIPTION, FOLLOW THESE THREE SIMPLE STEPS:

Use the following link to go to the TYPSY Website: https://info.typsy.com/shangri-la-covid

A

B

Click on ACCESS NOW:

Enter an Email address and create a password for your account. You can use your Shangri-La Email or a personal E-mail address. Then, follow steps 2, 3 and 4 and start discovering TYPSY!

C

2.

WHAT’S IN OUR SHANGRI-LA ACADEMY ONLINE CATALOGUE?

WE WOULD LIKE TO RECOMMEND THESE PROGRAMS ALREADY AVAILABLE AT SHANGRI-LA ACADEMY ONLINE FOR ALL COLLEAGUES WHO WOULD LIKE TO SELF-ENROL:

1. SHANGRI-LA TEA:

What differentiates us from other tea brands is the right to leverage our true Asian roots. In a market saturated with brands playing on their colonial heritage, we are rooted in nature inspired by the Shangri-La landscape.

2. COACHING CONVERSATIONS FOR SALES PERFORMANCE:

As a Sales Leader, a key component of your role is to guide your team's sales performance. This involves recognising your top performers and supporting your weaker performers to improve their results. This course will help you understand your responsibilities regarding holding Coaching Conversations and help you learn how to tackle them.

3. HOW TO SUPPORT YOUR IMMUNE SYSTEM:

Supporting the immune system allows the immune system cells to do their job. If the body is healthy and functioning perfectly, this will be much easier. The focus is not always on strengthening the immune system specifically, but rather the whole body to allow the immune system to function optimally.

To learn more about Shangri- La Academy Online courses, please speak to the Learning and Development Manager in your hotel.

4. SECURITY AWARENESS FOR HOUSEKEEPING:

This course focuses on bringing up security awareness for all rooms' colleagues and aims to increase their ability to judge and report any suspicious activity.

5. THE ART OF NEGOTIATION:

In Art of Negotiation, you will learn negotiation strategies to understand, plan, and achieve your objectives in a variety of contexts. A three level learning path that focuses on understanding of both analytical tools and interpersonal techniques for dealing effectively with different negotiation styles and tactics This program is beneficial to anyone whose role involves effecting favourable outcomes as a result of interacting and influencing other people.

6. PROJECT MANAGEMENT:

The course includes the following: • Basic principles of

project

management • Project planning as a key skill required for the effective management of the projects. • Techniques that give projects the maximum chance of success.

7. SPA SEQUENCE OF SERVICE:

A collection of videos made by our wellness Shangri-La team, demonstrating step by step the elevated standards of a perfect Spa experience.

8. LEADERSHIP DEVELOMENT: JUNIOR LEADERS PROGRAM (J.L.P.)

3.

WHAT’S COMING UP?

2.

WHAT’S IN OUR SHANGRI-LA ACADEMY ONLINE CATALOGUE?

COURSES TO BE LAUNCHED IN MAY IN SHANGRI-LA ACADEMY ONLINE

HR INTERVIEWING SKILLS HR FUNCTIONAL LEARNING

ALLERGENS AWARENESS F&B FUNTIONAL LEARNING

FAMEX PLAYBOOK FAMEX LEARNING

INPUTTING ACTUALISED REVENUE INTO DELPHI SALES FUNCTIONAL LEARNING SECURITY AWARENESS FOR FRONT OFFICE SECURITY FUNCTIONAL LEARNING FRONT OFFICE UPSELLING ROOMS FUNCTIONAL LEARNING

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N E W S L E T T E R E D I T I O N 1 A P R I L 2 0 2 0

b r o u g h t t o y o u b y S h a n g r i - L a A c a d e m y .

R E C O M M E N D S

N E W S L E T T E R E D I T I O N 2 M A Y 2 0 2 0

We have been busy! We are excited to have launched multiple new online learning modules which were developed in partnership with our HQ Global Functional Leaders. These new modules include content in: Human Resources, Sales, Food and Beverage, Rooms and Security.

We also continue to develop partnerships with external learning partners to add more value to our colleagues and assist them in their development.

In this EDITION NO. 2:

• What’s NEW at Shangri-La Academy Online?................................................................ 1

• Shangri-La Academy Online, the numbers!.................................................................... 2

• What our colleagues are saying about TYPSY …………………………………………………………… 3

• Introducing BarSmarts & BarStarts in partnership with PERNOD RICARD ………… . … . … . 4

• What’s COMING UP?...................................................................................................... 5

1 . WHAT’S NEW AT SHANGRI-LA ACADEMY ONLINE?

1.GLOBAL SECURITY ORIENTATION 2020 The safety and security of our guests is our priority. This course allows our colleagues to learn Shangri- La’s security principles, clarifying roles and responsibilities and providing specific instructions of actions to follow in case of a crisis.

This course is for all hotel and non- hotel colleagues.

It is part of the Balance Scorecard indicators and must be completed by October 31 st 2020 at the latest.

This program is available in 12 languages.

This course aims to raise awareness on interviewing skills for all hiring managers and HR colleagues. It describes the process before, during and after an interview, provides guidance on what questions to ask or avoid and covers the importance of representing Shangri-La when interviewing a candidate. This course is mandatory for all managers who are part interviewing candidates in hotels, HQ and regional offices. 2. HR INTERVIEWING SKILLS LEVEL 1

3. SECURITY AWARENESS FOR ROOMS

This course focuses on increasing security awareness for all rooms’ colleagues to be able to judge when an activity may be suspicious and to report it. This course is mandatory for: Managers on Duty, Front Office team members, Concierge Teams, Housekeeping teams and security offices and must be completed by August 31 st 2020.

The version in simplified Chinese will be released soon.

4. UNDERSTANDING FOOD ALLERGENS There are various types of food and ingredients that can cause allergic reactions potentially becoming a big issue for our guests. This course presents the foods that are most commonly associated to allergens, and presents scenarios to ensure the safety of our guests when taking guests orders and when handling food.

This course is mandatory for all direct food handlers and it is highly recommended for indirect food handlers.

5. INPUTTING ACTUALISED REVENUE INTO DELPHI

Once an event begins, any increase or reduction in expected revenue takes place in Opera, our company’s operating system, not Delphi. After taking this course you will learn how to update changes to catering and other hotel income in Delphi and understand how and when room block deviations are automatically handled.

This course contains two parts:

Inputting actualised revenue into FDC Delphi. Inputting actualised revenue into Server Delphi.

•

•

Both parts of this course is mandatory for all Event Management Colleagues and it is highly recommended for members of the Sales team.

These five courses were launched in the last two weeks, and the Shangri-La Academy Team would like to thank the HQ functional leaders who have contributed and collaborated actively in the making of these courses.

Special thanks to: Sales: •

The following team members from the Shangri-La Academy developed the content for the 5 courses:

Nichlas Maratos & Jeanette E. Robson

•

Food and Beverage: • Linda Wan •

Monita Lee

• • • • • • •

Jean Marc Dizerens

Jhoanna Daria Cecilia LY Qiu

Martin Castro

•

Security: •

Nalinrat Rattanajit

Chow Kiat Chan

Alison Li

Eric Chan

•

Hock Sing Ting Daniel Agudelo

Rooms: •

Joshua Masillamoney

• Jude Medida Talent Acquisition (HR): • Katherine Lim • Sharon Chan • Hailey Lam

Should you have any questions regarding the courses please e- mail Daniel Agudelo at [email protected] or Alison Li at: [email protected]

2 . SHANGRI-LA ACADEMY ONLINE THE NUMBERS!

SHANGRI-LA ACADEMY ONLINE NUMBERS!

We would like to share with you some of the statistics on the usage of Shangri-La Academy Online.

1. NUMBER OF COLLEAGUES USING THE SYSTEM FROM JANUARY TO APRIL 2020

With the interruption of some of our operations due to the COVID19 situation, our Regional AVPs in Learning & Development in China: Alice Yuan and Leighton Tian introduced a program for our colleagues to maximise their time by learning courses and completing certain challenges on the way! The support of the Learning & Development Managers and Human Resources Teams in China truly facilitated this successful learning initiative. The program was launched in February and is now in its second phase.

WHAT IS THE CLOCK IN, GET IN PROGRAM?

2. NUMBER OF COURSES COMPLETED / PASSED BY OUR COLLEAGUES SINCE THE LAUNCH OF SHANGRI-LA ACADEMY ONLINE IN 2019.

SHANGRI-LA ACADEMY ONLINE NUMBERS!

3. OVERALL TOP 10 PERFORMING HOTELS FROM JANUARY TO APRIL 2020

These are the properties with the most number of courses completed so far this year.

Congratulations to the China region and the top performing hotels! Keep up taking advantage from all the courses available at Shangri-La Academy Online.

4. TOP 10 COURSES COMPLETED

Transformational Learning,

for EVERYONE!

3 . WHAT COLLEAGUES ARE SAYING ABOUT TYPSY!

SOME OF THE FEEDBACK FROM OUR COLLEAGUES ABOUT

TYPSY is REALLY, REALLY GREAT! I love it!

The lessons have EXAMPLES and WORK SHEETS that CAN BE USED in the DAILY OPERATIONS!

There are SOOMANY LESSONS in topics that are important for HOSPITALITY.

I like that the LESSONS are in VIDEOS and LITTLE BY LITTLE.

TYPSY shows me content related to MY JOB! I LIKE the suggestions I receive from TYPSY!

CHECK OUT THESE COURSES ON TYPSY!

All TYPSY courses are endorsed by the

If you have not activated your FREE TYPSY account yet, please follow the steps in the next page!

INSTITUTE OF HOSPITALITY

TO ACTIVATE YOUR FREE TYPSY SUBSCRIPTION, FOLLOW THESE THREE SIMPLE STEPS:

Use the following link to go to the TYPSY Website: https://info.typsy.com/shangri-la-covid

A

B

Click on ACCESS NOW:

Enter an Email address and create a password for your account. You can use your Shangri-La Email or a personal E-mail address. Then, follow steps 2, 3 and 4 and start discovering TYPSY!

C

4 . INTRODUCING BARSTARTS & BARSMARTS IN PARTNERSHIP WITH PERNOD RICARD

The Food and Beverage HQ team is pleased to announce that in partnership with Pernod Ricard USA, all our Shangri-La colleagues have now access to the BarSmarts online learning program at no cost.

PROGRAM OUTLINE:

Level 1, BarStarts

Module 1 - Spirits , Wines and Beer Basics Module 2 - White Spirits Module 3 - Brown Spirits & Liqueurs Module 4 - Service management and Bartending essentials

Level 2, BarSmarts

Module 1 - Spirits Basics Module 2 – Spirits and Liqueurs Module 3 - Cocktail History & Bar Essentials Module 4 - Service Management & Cocktail Recipes Although these two courses are designed for F&B, the offer is extended to all Shangri-La colleagues who would like to learn about this content.

Instructions to access in the next page.

STEPS TO REGISTER:

1. Go to www.barsmarts.com 2. Click on “Register”

3. Choose the program being registered for (Level 1 - BarStarts or Level 2 - BarSmarts). Enter the PROMO CODES designated for Shangri-La as follows: SLIMSTARTS | SLIMSMARTS 4. Enter the requested information 5. Enter the correct promo code on the “Checkout” screen

Enjoy learning and all the benefits of our collaboration with external business partners!

Should you have any question regarding this program or access, please see the Dir. of F&B in your property or contact Jean Marc Dizerens (VP F&B, Western Cuisine & Beverage) at [email protected]

5 . WHAT’S COMING UP

AT SHANGRI-LA ACADEMY ONLINE?

THESE ARE THE COURSES THAT WE WILL BE LAUNCHING IN THE NEXT TWO WEEKS:

SALES FUNCTIONAL: •

Managing Online Content Using IcePortal

FOOD AND BEVERAGE FUNCTIONAL: • Wellness Cuisine, Simplified Chinese Version.

FOOD AND BEVERAGE FUNCTIONAL: • F&B Marketing 101

FOOD AND BEVERAGE FUNCTIONAL: • Chinese Tea Intermediate

ROOMS FUNCTIONAL: •

Up-selling for Front Office

ROOMS FUNCTIONAL: •

RCC1 Final Assessment

SPA & HEALTH CLUB FUNCTIONAL: • Re-opening of Spa & Health Club for Managers

GOLDEN CIRCLE ESSENTIAL: •

Fundamentals of Golden Circle

FAMEX FUNCTIONAL: •

FAMEX Playbook for Leaders

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b r o u g h t t o y o u b y S h a n g r i - L a A c a d e m y .

R E C O M M E N D S

N E W S L E T T E R E D I T I O N 3 J U N E 2 0 2 0

It has been a month since we released the first edition of the Shangri-La Academy Recommends Newsletter! We hope you have enjoyed the courses recommended.

We are happy to announce and promote all the new learning courses that have been developed in partnership with our HQ Global Functional Leaders.

As you will see in this edition, new online courses include content in: Core Learning Programs, Golden Circle and JEN by Shangri-La among others.

We would also like to share some new initiatives implemented by functional leaders such as the use of virtual classrooms, to support the learning of our colleagues.

In this EDITION NO. 3 :

• What’s NEW at Shangri-La Academy Online? ............................................ 1

• What is TRENDING on TYPSY …………………………………………………………… . …… ..2

• BarSmarts & BarStarts, the numbers! … . ……………………………………………… ... 3

• Virtual Classrooms ……………………………………… . ……………………… . ……… . ……… . 4

• What’s COMING UP ?................................................................................... 5

1 . WHAT’S NEW AT SHANGRI-LA ACADEMY ONLINE?

1.GLOBAL FIRE & LIFE SAFETY ORIENTATION 2020

The safety of our guests and colleagues always remains as our first priority. This course equips them with the basics of Fire & Life Safety, different types of systems and fire emergency response procedure.

This course is for all hotel and non- hotel colleagues.

It is part of the Balance Scorecard indicators and must be completed by October 31 st 2020 at the latest.

This program will be available in 12 languages in the coming week.

2.IMMUNE BOOSTER TREATMENT

It’s not a secret that people are now looking for ways to support and improve their immune system. There is not a ‘one - pill’ that would help to do it all. That’s why we have developed a series of treatments in one spa experience of 90 minutes for our guests. This course is mandatory for all Spa Managers, Spa Therapists and Spa Receptionist.

3.JEN DEEP DIVE

In-depth information and must know about the brand, JEN by Shangri-La.

This course introduces you the brand personality, pillars and personas. It also provides an overview on the experience principles and JEN Signature Experiences. This course is mandatory for all JEN Talents. It also opens for self-enrolment for all colleagues who are interested.

4.GC Fundamentals

This exciting course aims to enable the learner to be aware of the importance of guest loyalty and gives them an understanding of what Golden Circle means to you and our members. This course is mandatory for all hotel employees including General Manager and ExCom. It also opens for self-enrolment for all colleagues who are interested.

5.Front Office Upselling

This exciting course aims to enhance your Upselling skills at Front Office by applying the knowledge and techniques learned. This course is part of a blended learning program, colleagues will need to start completing the online module. A face to face component will follow later in the year.

This course is mandatory for all L3-5 Front Office colleagues.

6.PROCUREMENT E-LEARNING COURSES

As part of our E-Learning portfolio in procurement, the following courses are available and open for self- enrolment: • Contract Management Essentials • Supplier Relationship Management • Negotiation Movement Techniques • Negotiation Tactics • Negotiation Essentials • Introduction to Contract Law • Introduction to eProcurement • Risk Management • Procurement Essentials • Developing and Using Power • Negotiation Persuasion Methods These courses are mandatory for all Procurement colleagues and must be completed by August 22nd 2020 at the latest.

The Shangri-La Academy Team would like to thank the HQ functional leaders who have contributed and collaborated actively in the making of these newly launched courses.

Should you have any questions regarding the courses please e-mail Daniel Agudelo at Daniel.Agudelo@Shangri- La.com or Alison Li at [email protected].

Special thanks to: Spa: • JEN by Shangri-La: •

Carlos Calvo Rodriguez

Roman Benjamin Puno

Golden Circle: • Eman Ng •

Susanna Wong

F&B: •

Jean Marc Diezens

Rooms: •

Joshua Masillamoney

Jude Medida

•

Procurement: •

Jee Kin Chin

ACADEMY CATALOGUE

In order to give all colleagues a clearer overview on the learning opportunities provided by Shangri-La Academy, we are excited to announce that the Academy Catalogue is now available online! It covers the programs and workshops of different divisions in 2020, including details on learning objectives, target audience and link to courses. It will be updated monthly. Please login to your Shangri-La Academy account and access the catalogue under the RESOURCE tab for your own interest!

The following team members from the Shangri-La Academy developed the catalogue:

Alison Li

•

Should you have any questions regarding the courses please e- mail Alison Li at: [email protected].

2 . WHAT IS TRENDING ON TYPSY!

TYPSY NUMBERS!

We would like to share with you some of the statistics on the usage of TYPSY.

1. NUMBER OF COLLEAGUES USING TYPSY

1,289 TOTAL Members

708 ACTIVE Members Members who have started watching a lesson and have an account status of licensed.

619 ENGAGED Members Members who have watched at least 3 minutes of content in the past 30 days and have an account status of licensed.

2. TOP 10 COURSES COMPLETED

TYPSY NUMBERS!

3. OVERALL TOP 10 HOTELS AND SKILL CREDITS EARNED These are the properties with the most number of courses completed so far, and the Top 10 skills they have earned from the learning.

4. COURSE RECOMMENDATIONS The below are the courses recommended by the Shangri-La Academy team on TYPSY.

EVERY SKILL YOU ACQUIRE DOUBLES YOUR ODDS OF SUCCESS.

KEEP LEARNING ON TYPSY!

3 . BarSmarts & BarStarts, THE NUMBERS!

BarSmarts & BarStarts NUMBERS!

63 Registered Users 15 colleagues attending BarSmarts 48 colleagues attending BarStarts

17 users have completed at least 1 course

4 users have already completed all the courses and graduated

STEPS TO REGISTER:

1. Go to www.barsmarts.com 2. Click on “Register”

3. Choose the program being registered for (Level 1 - BarStarts or Level 2 - BarSmarts). Enter the PROMO CODES designated for Shangri-La as

follows: SLIMSTARTS | SLIMSMARTS 4. Enter the requested information 5. Enter the correct promo code on the “Checkout” screen

Should you have any question regarding this program or access, please see the Dir. of F&B in your property or contact Jean Marc Dizerens (VP F&B, Western Cuisine & Beverage) at [email protected]

4 . VIRTUAL CLASSROOMS

In order to continue developing our colleagues’ career skills under the current situation where travelling is difficult, virtual classrooms have been conducted in the past few months by different divisions.

As part of the wine program this year, live training sessions have been launched since April. Yohann Jousselin, Assistant Vice President - Regional Wine Programme, has facilitated 41 sessions with a total of 508 attendees. The sessions are designed for front of house colleagues in food and wine service areas. The topics covered so far include: • Grape Varietals • Sparkling Wine • Wine Vocabulary • French Wine regions The next sessions will be on 10 th and 11th June, and cover on European Vineyards and Wine Service.

Food & Beverage – Live Wine Training

Spa – Toolkit to Reopen Your Spa and Health Club

In order to prepare the Spa and Health Club colleagues to come back to business STRONGER, the HQ Spa team has conducted webinars on introducing a set of tools and guidelines. The sessions were facilitated by Carlos Calvo Rodriguez, Assistant Vice President, Spa (Training), with a total of 1790 attendees in the past two weeks.

HQ Rooms Teams Learning

HQ Rooms team has conducted weekly learning sessions for hotels to continue having learning opportunities during downtime. the topics covered in the past 7 sessions include: • Laundry Safety • FO Security • Cycle Time Study, etc. The sessions are only available in China region, and 1080 colleagues have attended the sessions.

5 . WHAT’S COMING UP

AT SHANGRI-LA ACADEMY ONLINE?

THESE ARE THE COURSES THAT WE WILL BE LAUNCHING IN THE NEXT TWO WEEKS:

CORE LEARNING PROGRAM: •

Global Fire & Life Safety Orientation

FOOD AND BEVERAGE FUNCTIONAL: • F&B Tea Training II - Intermediate

FOOD AND BEVERAGE FUNCTIONAL: • 2020 Mid-Autumn Sales Toolkit

FOOD AND BEVERAGE FUNCTIONAL: • F&B Auditor

FOOD AND BEVERAGE FUNCTIONAL: • F&B Marketing

ROOMS FUNCTIONAL: •

RCC1 Final Assessment

Corporate Communications: • How To Deal With Media

R E C O M M E N D S

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b r o u g h t t o y o u b y S h a n g r i - L a A c a d e m y .