SL Expereince Standards - Food and Beverege - Shang Palace

SL Expereince Standards - Food and Beverege - Shang Palace

The Shangri-La Experience The Shangri- xperience

It’s In Our Nature

Objectives

o Understand What is Shangri-La Experience and Service Standards

o Learn our roles and responsibilities as colleagues & sectional heads

o Be able to train & coach Shangri-La Experience and Service Standards to new colleagues

o How to cascade Shangri-La Experience & Service Standards

WHAT IS SHANGRI-LA EXPERIENCE?

The Shangri-La Experience

Are collection of factors that are vitally important to the power and vitality of our Shangri-La Brand

WHY Shangri-La Experience?

2.Necessary Business Strategy

1. Guest Expectations

Challenges

Own knowledge about SLE

o

Identifying the Gaps

o

o Cascading the Training (Simplification of Process)

o Consistently driving the experience

Role Model ( We Commit)

o

Measuring to ensure it happens

o

Benefits

o Reflection of our Asian values & philosophy and improved

o The brand image

o Improve guest satisfaction

o Standardize products & services

o Reduces DR3

o Improve our Trust You scores

o Improve our LQA scores

2. Necessary Business Strategy

1. Behaviors and Factors that define us

This is Shangri-La

42 000 Rooms

And growing

If we wish to honor our

If we wish to meet Guest expectations

If we wish to succeed

Manifesto

in a competitive field

Road Map To Loyal Guests

o Unique

o Luxurious

o Brand-Differentiated

WHERE DOES IT FIT IN?

Manifesto Vision Values Universal Core Practices

Worldwide Shangri-La Brand Requirements

Introduction during hotel Orientation

(172 behaviors and actions)

(A few hundred specific actions and services)

These are experiences or behaviors

These are the factors that define us….

These are experiences or behaviors

These are the factors that define us….

The Shangri-La Experience

The Shangri-La Experience

Can we each achieve just a few things?

172 behaviors and actions

22 are repeated 150 behaviors and actions

20 are resort-only or child-only

130 behaviors and actions

48 are achieved by executive committee action

82 behaviors and actions across the entire hotel

The Shangri-La Experience

The Shangri-La Experience

Problem Resolution

o Answer the phone within 3 rings and do not place the guest on hold for more than 30 seconds. o If calls are placed on hold, ask permission before doing so, and thank the guest for waiting. o If a call is transferred, make a polite comment before you connect the guest. o If you know or can see the guest’s name, and you feel comfortable saying it, use their name once or twice during the conversation, especially when you end the conversation. o If a guest must wait for you, or if you are interrupted while serving a guest, try to make it less than one minute, and always apologize for any delay.

Problem Resolution

o Listen carefully to what the guest is saying, and try to understand completely what they need and when. o Show the guest that you are really concerned, apologize for any inconvenience, and tell them that you will help them solve the problem. o If you do not feel that you have the best answer or solution, ask a colleague for help or introduce the guest to a manager who can find the best solution. o If the guest’s situation requires that you follow up later, make sure you tell them when you will do so, and make sure that you do. o Engage with the guest by making eye contact and speaking in a friendly and calm voice, so they can hear you and better understand you.

Problem Resolution

o Give the guest your undivided attention at all times.

o Make sure you are always alert and facing the guests, even when you are standing still, and when you move, walk with confidence, never running or seeming confused. o If the guests include elders or children, make a special effort to speak to them respectfully, and for example, by bending down to make eye contact with children. o Make your final comments to the guest warm and friendly, and express genuine thanks for their visit.

Chinese Dining

Chinese Dining

o When guests call for reservations, we will build anticipation by mentioning seasonal special dishes or signature dishes and enquire about special menu requirements o Our greeters will be attentively positioned at the entry, greeting guests immediately, not from behind podiums or counters

o Return guests will be recognized as such and their preferences will be acknowledged and looked after

o We will seat guests thoughtfully for maximum comfort and privacy, and offer a choice of seats unless impossible; we will remain at the table until all guests are comfortably seated

Chinese Dining

o When presenting menus, we will give helpful and enthusiastic introduction to the seasonal dishes, regional dishes or signature dishes o We will offer a special, separate tea menu with appealing descriptions, and when guests show interest or ask questions, our tea master will provide expert assistance

o After guests are comfortably seated, we will promptly serve our signature blend of tea as a welcome refreshment

o We will speak with guests calmly and discreetly, not interrupting conversations or asking obvious questions; and conversations amongst colleagues will be quiet and minimal

Chinese Dining o Our service will be attentively and seamlessly paced so that the guest never experiences noticeable delays or must signal for service o When wine assistance is requested, we will engage by asking multiple questions to determine guest preferences, make appropriate recommendations accordingly at different price points with helpful descriptions o We will present our checks in distinctive folders/trays that are Asian or locally inspired, not a typical folder; when guests are reviewing the check, we will step away to allow privacy o We will escort departing guests through the restaurant’s doors, offering gracious words of appreciation and where appropriate, the local gesture

Chinese Dining

o When children and elders are present, we will give them special recognition, for example by ensuring that we pause, speak clearly to them individually to establish a rapport, where possible at child’s eye level

o Our manager will visit each guest’s table to enquire if anything further could be done to enhance their experience

o Guests in private dining rooms will receive a visit from a senior hotel manager

o We will meet our private dining room guest hosts at the hotel’s front door or lobby and escort them to the restaurant

When do I Implement?