SL Cares Audit_Leaders Huddle_SLTO

SL Cares Audit_Leaders Huddle_SLTO

Shangri-La Cares

Visual Walkthrough Audit Prep

Message from Group CEO

Shangri-La Cares

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Operational Standards and Escalation Matrix

2019 Shangri-La Group. All Rights Reserved.

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Enhancing our Health and Safety Operational Standards : Guest Journey

Rooms, F&B, Wellness

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Enhancing our Health and Safety Operational Standards : Colleague Journey

Base and Base- Lite operational standards developed by HR to cover all aspects of Heart of House activities and colleagues’ dormitory. Details to be rolled out following the briefing sessions.

CHART TITLE

PERSONAL HEALTH

MANNING & OPERATIONS

HEALTH AND SAFETY MEASURES PERSONAL HEALTH MEASURES COLLEAGUES’ DORMITORY

SCHEDULING TRANSPORT CLOCK-IN

DRESS UP

TRAINING

UNIFORMS LOCKER/CHANGING ROOMS PERSONAL PROTECTIVE EQUIPMENT (PPE)

COVID-19 TRAINING HEALTH AND SAFETY TRAININGS HYGIENE TRAININGS

DINING

HEART OF HOUSE

PUBLIC AREAS RECEIVING AREAS

DINING ROOM KITCHEN STEWARDING

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Shangri-La Cares: Operational Standards

Introducing 3 levels of hygiene and safety operational standards that enables hotels to operate in an efficient way yet ensuring the Shangri-La Cares Commitment is maintained.

Base Standard

Base Lite There have been confirmed cases in the location and localized clusters have appeared.

New Norm

Confirmed cases are widespread, with large cluster of human to human spread.

As the COVID-19 pandemic has evolved, some countries have further stabilized their situation and are returning to a more “normalized” state of daily activities. The New Norm option is a subset of Base Lite and provides a c.35% reduction in tasks compared to Base Lite but still retains the most fundamental health and safety measures to meet the Shangri-La Cares Commitment.

Base Standard, is a set of stringent safety measures for hotels to operate under to ensure colleague’s self protection and guest’s safety. It governs the use of PPE and cleaning chemicals together with operational standards to be followed on sanitization, safety distancing and contactless interactions.

Base Lite, is a subset of Base Standard implemented since July 2020. Base Lite operational standards provides a c.30% reduction in tasks compared to Base Standard but retains the most fundamental health and safety measures to meet the Shangri-La Cares Commitment.

Note: Hotel and Regional EVP to assess the hotel's condition and determine the operational standard to be adopted. Operations will only be stopped when instructed by local governments.

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Shangri-La Cares : Introduction of Base Lite

▪ Base Lite, is a subset of the Base operational standard implemented by hotels since July 2020. ▪ Base Lite operational standard provides a c.30% reduction in tasks compared to Base but retains the most fundamental health and safety measures to meet the Shangri-La Cares Commitment. ▪ The launch of Base Lite enables hotels to implement the operational standards most relevant for the pandemic situation applicable in their local environment. ▪ Full details of the Base Lite operational standards will be shared with hotel teams following the briefing sessions.

Division

Base Standard

Base Lite

Reduction % (Base Standard vs. Base Lite)

Rooms

52

35

33%

Food & Beverage

63

38

40%

Wellness

39

28

28%

Heart of House

89

72

19%

Total

243

173

29%

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Shangri-La Cares : Base Standards vs. Base Lite, the Key Differences Base Lite operational standards focus on easing some of the stringent operational standards for hotels to operate efficiently (as infections reduce and business activities resume) yet retains fundamental health and safety measures.

▪

Prevention Procedures ▪

Rooms

: removal of disinfectant floor mats at main entrance; reduce cleaning frequency at public area; easing of soiled linen transport procedures : Removal of safe distancing requirement unless specified by local regulation : removal of cleaning and sanitization frequency requirement eg frequently used equipment disinfected hourly; handles, pool ladders and railings are cleaned and disinfected every 30 minutes : basic set of personal protective equipment (PPE) apply

Reducing some of the more stringent procedures

▪

F&B

▪

Wellness

▪

Overall

▪

Service Standards ▪

Rooms

: resume turn down service ; allow room servicing whilst guest is in the room : removal requirement for individualized serving : resume operations

Resuming some of the service standards that improves guests’ overall experience

▪

F&B

▪

Wellness

▪

Set Up ▪

Rooms

: decorative pillows and magazines returned to rooms; limited minibar set up; no requirement for individually sealed guest laundry packing : resume standard cutlery set up on table : resume standard guest locker amenities set up

Resuming some of the standard set up whilst controlling risk of cross contamination

▪

F&B

▪

Wellness

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Shangri-La Cares Assurance: Visual Walkthrough Audits

Objective: To reconfirm that Hotels and Resorts continues to adhere to the Shangri-La Cares hygiene and cleaning commitments that have been implemented across the Group.

Optimize The Visual Walkthrough audit consists of: ▪ Audit team remotely connecting to the hotel/resort representatives (preferably GM or RM) via a Teams video call on a mobile device. ▪ The hotel/resort representative then conducts a walkthrough of the property whilst connected to the video call. ▪ On a random basis, the hotel/resort representative will be requested to demonstrate that the property continues to comply with certain Shangri-La Cares requirements. ▪ Where required, photo evidence will be provided to support the visual walkthrough.

Each hotel/resort will be subject to two Visual Walkthrough audits: ▪ Cycle 1: between December 2020 and May 2021 ▪ Cycle 2: between June to November 2021

Unannounced onsite audits: ▪ During each cycle, at least 1 hotel in each region will be randomly selected for an unannounced onsite audit. ▪ Audit to be conducted with a suitable hotel Excom member (eg DOR / Exec Hskp, DOFB, FC etc) should the GM or RM not be available to facilitate the walkthrough.

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Shangri-La Cares Assurance: Stage 2 Visual Walkthrough Audits

Visual Walkthrough (VW) Audit Process Flow

GIA validation and conclusion: ➢ Corrective action accepted ➢

Exceptions reported as non-compliance

End

Conclusion of VW to be communicated to Hotel GM

Start

To respond within 24 hours

Yes

After completion, GIA to send query & request for

Group Internal Audit (GIA) to send email notification 2 days in advance to Hotel GM

GM acknowledged and inform areas

GIA & HQ DIV representative dial in on the day of VW

Hotel to follow up and provide support document

closed for operations

supporting document

No

GIA to escalate to Regional EVP for immediate attention

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Remote Visual Walkthrough Audit Cycle 2 | Key Principles

Front Of House (FOH)

Heart Of House (HOH)

❖ Area with CCTV coverage •

❖ Photographic evidence • Questionnaire survey •

Questionnaire survey + CCTV footage request • We will conduct CCTV footage observation and compared against survey result to draw conclusion

To submit by hotel’s Human Resources to GIA before the scheduled Visual Walkthrough

❖ Area without CCTV coverage •

❖ Visual Walkthrough •

Will cover during Visual Walkthrough (guest floor pantry, Laundry, In Room Dining)

Focus area: staff cafeteria, staff entrance, workplace

❖ Area with CCTV coverage • Staff entrance • Receiving

❖ Documentation review

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Repeat Findings For issue noted in both Cycle 1 and Cycle 2, it will be considered as repeated findings. A two percentage point (2%) deduction will be applied to the overall audit score for each item of non-compliance.

Example:

12

SAMPLE

13

SAMPLE

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Shangri-La Cares: Balanced Scorecard Measurement

Shangri-La Cares Assurance results to be incorporated into the 2021 Hotel Balanced Scorecard (BSC).

▪ Will form part of the Safety and Security Audits section under the Our People and Guests category of the BSC.

▪ There will be two visual walkthrough audits for each hotel in 2021.

➢ Cycle 1: December 2020 to May 2021 ➢ Cycle 2: June 2021 to November 2021

▪ Each cycle eligible to score between +1% to -1% resulting in a total score of between +2% to -2% across the two cycles.

▪ Irrespective of whether hotels are operating under either Base Standard or Base Lite, the audits will test for adherence to the most fundamental health and safety measures under Base Lite operational standards only. Scope of testing would cover both Front-of- House (Rooms, F&B and Wellness) and Heart of House (from Cycle 2). Scoring Mechanism ▪ An audit score will be issued after each audit. ▪ Results of each audit are independent and the BSC scores for Audit Cycle 1 and 2 will be aggregated to form the total BSC score for this metric. Audit Score BSC Score for Each Audit Effective ≥ 85% 1%

Needs Improvement

70%-84%

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Ineffective/ Fail