Shangri-La Knowledge Challenge Q&A Bank

Shangri-La Knowledge Challenge Q&A Bank

Shangri-La Knowledge Challenge Question & Answer Bank

SL#

Subject

Page number Page 2 – Page 3 Page 3 – Page 8

1 2 3 4 5 6 7

United Arab Emirates Information

SLAD & THAD Information

Shangri-La Culture

Page 8

Golden Circle

Page 9 – Page 11

Guest Feedback Handling & Resolution

Page 11

COVID-19

Page 12 – Page 13 Page 13 – Page 14

Cyber Security

8 9

Security Awareness

Page 14 – Page 15 Page 16 – Page 17 Page 18 – Page 19 Page 19 – Page 20

Environment Health & Safety (EHS)

10 11 12 13 14 15

Shangri-La Food Safety (SFS)

Fire & Life Safety (FLS)

Finance

Page 21

Where we send 2021

Page 21 – Page 24 Page 25 – Page 26 Page 27 – Page 28

Malls, Attractions, Souk restaurants Timings

F&B Fact Sheet - August 2021

United Arab Emirates Information

Q. How many Shangri-La hotels in UAE? 3 Hotels

Q. What is the risk level of UAE as per Shangri-La group’s security measures? Medium Risk

Q. Who is Sheikh Zayed? Former ruler of Abu Dhabi & the founder father and the principal riving force behind the formation of the United Arab Emirates.

Q. What is the tallest building in world? Burj Khalifa

Q. What is the average travel time from hotel to Abu Dhabi airport? 15 to 20 Minutes

Q. In an annual event in Abu Dhabi, what do 24000+ contestants compete in? Camel Pageant

Q. What staple food of Abu Dhabi thrives naturally in the region? Dates

Q. The Sheikh Zayed Grand Mosque in Abu Dhabi city is home to the world’s largest _______. Carpet

Q. What is the operating hours of Sheikh Zayed Grand Mosque & the entry fee? Operating hours: Saturday - Thursday: 9:00 AM – 10:00 PM / Friday: 3:00 PM – 10:00 PM Entry Fee: No entry fee / Online registration required Q. What is the operating hours of Louvre Abu Dhabi & the entry fee? Operating hours: Tuesday – Sunday: 10:00 AM – 6:30 PM / Monday: Closed Entry fee: 63 AED Q. What is the operating hours of Qasr Al Hosn & the entry fee? Operating hours: Saturday – Thursday: 10:00 AM – 9:00 PM / Friday: 2:00 PM – 10:00 PM Entry fee: 30 AED

Q. Bu Tihan and Sir Bani Yas are two of Abu Dhabi’s _______. Islands

Q. How many permanent galleries will be featured at the louver Abu Dhabi? 23

Q. What industry was Abu Dhabi’s most important prior to the discovery of oil? Pearling

Q. The name Abu Dhabi translates to ________________. Land of the Gazelle

Q. How man emirates are there in UAE? 7 states

Q. Each of the seven states of the UAE is called an _______. Emirates

Q. In which emirate “Julphar”, a well-known pharmaceutical factory is located? Ras Al Khaimah

Q. Which country is UAE ’s largest crude oil customer? Japan

Q. What was the name of UAE before independence? Trucial states

Q. What resource is the economy of the UAE based upon? Oil

Q. Name Abu Dhabi’s tallest tower World Trade Center Abu Dhabi (Burj Mohammed Bin Rashid)

Q. Which Abu Dhabi landmark was named one of the “Seven Urban Wonders of the World”? Louvre Abu Dhabi

Q. When was the United Arab Emirates founded? 2 nd December, 1971

Q. Which emirate is the largest by area wise in United Arab Emirates? Abu Dhabi

Q. Which emirate is the most populous in United Arab Emirates? Dubai

Q. In which year Burj Khalifa was opened for public? 2010

Q. Which bird is recognized as National Bird of UAE? Falcon

Q. What is the largest port in UAE? Jebel Ali

Q. The UAE Dirhm was introduced in the year ______. 1973

SLAD & THAD Information

Q. Howmany stay brands does Shangri-La Group offer to its customers? 4

Q. "Efficiency & functionality for the value conscious traveler" best describes which of the following stay brands at the Shangri-La Group? Traders Hotel

Q. Which of the following best describes the service style at Shangri-La hotels and resorts? Formal yet personalized

Q. "Connecting the world to new Asia" best describes which of our stay brands at the Shangri-La? Jen Hotel

Q. What is the channel of feedback that allows guests to provide their “in the moment experience” called? Your Voice

Q. In which city in China did our group open its 100th hotel? Xiamen

Q. True or False: Shangri-La Hambantota is Srilanka's first gold club resort. True

Q. In which year did our group open the first Chi, the Spa? 2004

Q. Who is the founder of the Shangri-La group?

Robert Kuok

Q. When Shangri-La Group's parent company "Kuok group of companies" established?

1949

Q. What is the name of our loyalty program? Golden Circle

Q. The first Shangri-La Hotel opened in 1971. Where is it located? Singapore

Q. The name Shangri-La synonymous to Paradise. True

Q. Our first Chi, The Spa is in Phuket, Thailand. False

Q. What is the first Shangri-La hotel in Mainland China? Shangri-La Hotel, Hangzhou

Q. Who is our Chairman? Hui Kuok

Q. Who is the current Chief Executive Officer at Shangri-La Group? Beng Chee Lim

Q. Where is MEIA Regional Headquarter located? Dubai

Q. The group's first hotel, Shangri-La Hotel, Singapore opened in _______?

1971

Q. Shangri-La Hotel, Abu Dhabi opened in _______?

2007

Q. Traders Hotel, Abu Dhabi opened in _______?

2009

Q. Howmany rooms do we have in Shangri-La Hotel, Abu Dhabi?

213

Q. Howmany rooms do we have in Traders Hotel, Abu Dhabi?

301

Q. Howmany residences units do we have?

161

Q. What is the name of our Royal villa?

Abu Dhabi

Q. What is the name of our residence block B?

Al Hur

Q. What is the name of the boardroom located in Traders Hotel? Sawa

Q. What is the time of closing and opening of Chi, The Spa? 10 AM – 12 AM

Q. What is the time of closing and opening of the Health Club? 6 AM – 10 PM

Q. What is the meaning of Sofra BLD? Sofra: Dining table, BLD: Breakfast, Lunch, and Dinner

Q. What is the meaning of Afya? Good Wellness or Good Health

Q. Our Chinese restaurant name is ______ Shang Palace

Q. Our Vietnamese restaurant name is _______ Hoi An

Q. What is the meaning of Qaryat Al Beri? Qaryat: Village, Al Beri: Overland

Q. What is the meaning of Al Hannah? Al Hannah: Bliss

Q. What is the meaning of Hoi An? Hoi An is a city in Vietnam. Hoi An means “Peaceful meeting place”

Q. What is the meaning of Bord Eau? Bord Eau means waterfront, a part of town that borders a body of water.

Q. SLAD Infinity Pool opening and closing times are? 8 am to 7 pm

Q. What is the opening and closing time of pool at THAD? 8 am to 7 pm

Q. Shang Palace Restaurant is open for lunch. A. True B. False Q. Hoi An Restaurant is in operation now. A. True B. False

Q. What is the meaning of Abra? A traditional boat made of wood.

Q. What is Abra operating hours? Sunday-Wednesday: 10 AM – 5 PM / Thursday-Saturday: 10 AM-10 PM

Q. How many president suit we have in SLAD? One president’s suit

Q. How many garden rooms we have in SLAD? Six garden rooms

Q. Name of all the villas at SLAD? Abu Dhabi, Al Ain, Al Khazna, Delma, Das Island, Jabel Hafeet, and Liwa

Q. Name all the Shangri-La residence units? Al Shaheen, Al Hur, Al jeer, Al Jaroudi, Al Wakri, Al Jernas

Q. What is the standard check in and check out time? Check-in: 2 PM / Check-out: 12 PM

Q. What is the brand of amenities that we use in our guest room? Deluxe & Premier: Crispy Mint Horizon Club, Executive suites & Garden suites: Loccitane Specialty suites, Presidential suites & Villas: Acqa Di Parma

Q. How Many Operating Guest Rooms in our Complex (SLAD & THAD)? 682

Q. SLAD Emergency Number? 100

Q. THAD Emergency Number? 123

Q. What is Gahwa? Arabic coffee

Q. What's the SLIM stand for? Shangri-La International hotel Management Ltd

Q. Shoeshine service is Free or chargeable? Chargeable: 20 AED Per pair for External guests / Free for in house guest only

Q. How many types of detectors we have in the hotel? We have 3 types of fire detectors: 1) Smoke detector 2) Heat detector 3) Beam detector

Q. What is the Size of Premier Rooms? 67 Sqm

Q. Babysitting service how much we charge for per hour? 70 AED

Q. What does the name of the meeting room “Sawa” means? Together

Q. How Many Horizon Rooms we have in SLAD? 71 Rooms

Q. What is the size of twin bed? 122 cm x 203 cm

Q. How Many Suites Room we have in SLAD? 25 Rooms

Q. Name of Presidential Suite? Al Badr

Q. Name of Specialty Suite 627? Ruby

Q. How Many Connecting Rooms we have in SLAD? 33 pairs and 66 connecting rooms

Q. How Many Connecting Rooms we have in THAD? 30 pairs and 60 connecting rooms

Q. What is the size of King Bed? 198 cm x 203cm

Q. How many car parking do we have in the entire compound including service apartment, souk, and spa? 518 car parks

Q. In Which floor, is health club located in THAD? First floor

Q. In Which floor is the swimming pool located in THAD? First floor

Q. Where is our Laundry shop located? Ground floor in Souk Qaryat Al Beri

Q. What is the website to share our colleagues Shangri-La story? https://www.shangri-la.com/50/en

Q. What is the password to enter colleagues Shangri-La story sharing website? SHANGRILA50

Q. Who can share the Shangri-La stories in colleagues story sharing website? Everyone

Q. What is the name of SLAD and THAD Facebook page group?

Thesladthadlab

Q. In which year Shangri-la Academy launched? 2019

Q. In which year Shang App was launched? 2018

Shangri-La Culture

Q. What forms "Our Shared Values" at the Shangri-La Group? Our Nature & Our Beliefs

Q. "We strive to do the right thing from the heart, with integrity, care & sustainability" is the definition of which Shared Value? Do good

Q. Shangri-La Group's newly launched Family - family experience brand dedicated to creating heartfelt and unforgettable experiences for multi-generational families is an example of which shared value? Obsess over customer experience

Q. Which element in our nature has been replaced with "Thoughtfulness" Helpfulness

Q. Our Purpose at the Shangri-La Group says: "We host people to the colorful joys of life in a proactive manner." False

Q. Name a behavioral expectation under the belief "Never Give Up"? Perseveres with determination amidst adversity.

Q. Name a behavioral expectation under the belief "Compete To Win"? Sets and achieves clear targets to raise our standards and looks for ways to improve.

Q. Our Vision Statement at the Shangri-La Group says: To be the ________________________ hospitality group, pioneering ____________________ and setting new ___________________.

best-loved, new horizons, benchmarks.

Q. Our Business at the Shangri-La Group says: "Inspire by our Asian heritage, we enable people to play, read, eat, and rest well through the environment and the memories we create. False

Q. Name a behavioral expectation under the belief "Do Good"? Cares about the impact of our operations on the stakeholders.

Q. Name a behavioral expectation under the belief "Obsess Over Customer Experience"? Shows care and sensitivity towards individual customer needs.

Q. Name a behavioral expectation under the belief "Own Our Success"? Commits to succeed individually and collectively.

Q. Shangri- La’s vision represents: Our aspiration as an organization Q. Shangri- La’s purpose represents: The reason why we exist

Q. Shangri- La’s Business represents: The different business verticals / portfolios that we operate

Golden Circle

Q. How many GC Award Points are required for a Gold member to settle a USD-250 food and beverage spend?

2500

Q. Jade and Diamond members are eligible to earn 25% and 50% tier bonus points respectively on an eligible spend?

True

Q. When was the Golden Circle Loyalty Program launched?

1997

Q. What are the late check-out time for Jade and Diamond members respectively?

4p.m. for Jade member and 6p.m. for Diamond members

Q. Golden Circle Members are eligible to earn GC Award Points and Tier Points for stays booked through the Shangri-La Mobile App?

Yes

Q. What is/are the Golden Circle Redemption Vouchers that members can redeem?

Food and Beverage and Chi, The Spa

Q. Which of these is NOT a benefit available to Diamond members?

Helicopter transfer to airport

Q. How does a guest become a Golden Circle member?

By completing an enrolment form

Q. Are there fees to join Golden Circle?

No

Q. What is one GC Award Point equal to in terms of US dollars spent?

1 GC Award Point to US$ 1

Q. Howmany bonus points does a Jade/Diamond member enjoy?

Jade: 25% more points Diamond: 50% more points

Q. Can members earn points when travelling with family members or business associates?

Yes

Q. Can members buy points?

Yes

Q. Howmany nights does a member need to stay in a calendar year to reach Jade/Diamond status?

Gold to Jade: 20 nights/10 stays Jade to Diamond: 50 nights/25 stays

Q. Which membership tier can enjoy access to Horizon Club?

Diamond only

Q. Can a member convert their points to miles?

Yes

Q. What is the minimum number of points required to convert miles?

2,500 points

How many GC Award Points do members earn for every qualifying US dollar spent?

Gold: 1 Jade: 1.25 Diamond: 1.5

Q. What is the exclusive feature that members can enjoy via the app?

Mobile Check-In/Check-Out

Q. What are the requirements for upgrading to the Jade membership tier?

Accumulate 20 Qualifying Nights or 10 Qualifying Stays at any Shangri-La hotel, resort, Kerry hotel, JEN by Shangri-La or Traders hotel.

Q. Intangible benefits that Golden Circle delivers. _______, _______ & _______.

Recognition, Generosity & Community

Q. What are the Golden Circle membership?

Gold, Jade & Diamond

Q. Golden Circle members can ONLY earn GC Award Points for qualifying hotel stays, food and beverage spend and Chi, The Spa.

False

Q. Anna is a Gold member. She dined at Shang Palace and would like to settle her USD-200 food and beverage spend using GC Award Points.

How many GC Award Points are required to settle her bill?

2000 GC Award Points

Q. Chris is a Jade member . He dined at Lobby Lounge and would like to settle his USD-100 food and beverage spend using GC Award Points.

800 GC Award Points

Q. Ahmed is a Diamond member . He dined at Shangri-La Bar and would like to settle his USD-300 food and beverage spend using GC Award Points.

2400 GC Award Points

How many GC points guest can earn when they download Shang App and sign in first time?

110 GC points

How much GC points guest can earn when they book the room through Shang App?

Double GC points

How much GC points guest can earn when they book the room through Shang App and use mobile Check-in & Check-out?

Triple GC points

Guest Feedback Handling

Q. What is the meaning of Delegation of Authority? Delegation of Authority is a documented guideline we use to enable decision making

Q. What software do we use to log guest complaints and what is its expansion? DR3, Defect Reporting, Recording & Resolution

Q. How do we show the guest that we are NOT listening to them? Great other guest while they are talking / Clarify facts with the guest as they are speaking.

Q. What is the most important source of guest feedback to improve the guest experience? Proactively obtained feedback from guests who are still on property

Q. Why is guest feedback important?

1) It highlights areas of our products or services that need improvement.

2) It helps us improve the guest experience so that guests will come back more often, spend more, and tell more people about us.

3) It enables us to understand how well trained our team is and where there may be gaps. 4) It engages guests, making them feel like vital components of our success.

Q. What is the Shangri-La way of handling negative guest feedback? Listen, apologize, fix, follow up.

Q. The day after checking out, a guest writes in complaining that she found red swells all over her arms and legs and it must be from the bed bugs in the hotel bed. She is seeking compensation. How would you reply to the guest to acknowledge her feedback? I am sorry to hear that. Please allow us some time to investigate and we will revert to you in the next few days.

COVID-19

What is the 6 steps of hand washing procedure?

1.

Use warm water to wet your hands

2.

Get small amount of soap

3.

Rub hands together for 20 seconds

4.

Rinse hands with warm water

5.

Dry hands with paper towel

6.

Put on sanitizer gel if any

Q. Name all the applicable PPE (Personal Protective Equipment) that will be provided to our colleagues at the hotel. Shoe covers, protective gloves, Masks, protective goggles, and disposable aprons

Q. Name all the applicable PPE (Personal Protective Equipment) which will be available for guest usage in our hotel limousines. Hand sanitizer and masks

Q. Temperature of all colleagues will be checked at colleague entrance prior to entering the premises. These temperature logs will be kept for 14 days. True

Q. What is the maximum capacity of our service elevators in the heart of the house areas? Maximum 4 people

Q. How is COVID-19 passed on? Through droplets that come from your mouth and nose when you cough or breathe out

Q. What are the common symptoms of COVID-19? Cough, fever, and tiredness

Q. Can you always tell if someone has COVID-19? No, not everyone with COVID-19 has symptoms

Q. What does the “19” in “COVID - 19” refer to? The year 2019. The corona virus and the disease it causes were identified in 2019

Q. True or False: There is more than one corona virus. True. There are hundreds of corona viruses, and some of them cause disease in humans, such as mild colds and more serious illnesses or death.

Q. What does the “corona” in “corona virus” means? Crown. Spike proteins on these viruses outer coating give them the appearance of a crown.

Q. An effective hand sanitizer contains at least this percentage of alcohol to kill the coronavirus and other germs: 60%

Q. Staying apart from other people when you have been exposed to COVID-19 is called: A. Physical distancing B. Isolation C. Quarantine

A person who has been exposed to an infectious illness might be under quarantine to wait and see if they will become sick. Physical distancing refers to staying at least 6 feet apart from someone to avoid spreading the disease. Isolation is keeping someone sick with COVID-19 apart from other patients in a health care setting. Q. True of False: Having a food allergy means you should not get a COVID-19 vaccine. False. People with food allergies can be vaccinated for the coronavirus. However, those who are seriously allergic to any of the ingredients in the vaccine itself should not get the vaccine.

Cyber Security

Q. What should you do to prevent becoming a victim of phishing?

Report security incident to [email protected]

Q. What should you do to spot phishing emails?

Check the web URL link in the mail is from trusted domain – move your cursor over the link to see the entire URL address

Q. You receive an email from your boss asking for the name, addresses, and credit card information of the company’s top clien ts. The email says it’s urgent and to please reply right away. What should you do?

Do not reply immediately until you have ascertained the sender is your boss

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