SLG-BPV-LEARNING JOURNAL

SLG-BPV-LEARNING JOURNAL

VISION PURPOSE BUSINESS & SHARED VALUES

LEADERS MODULE LEARNING JOURNAL

SHANGRI-LA CULTURE LEARNING JOURNAL CONTENT

L E A D I N G W I T H T H E S H A N G R I - L A C U L T U R E I N M I N D

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FOREWORD: From the Chairman / CEO

SHANGRI-LA GROUP History • Milestones • Operating Framework

SHANGRI-LA CULTURE Our Vision

SHANGRI-LA CULTURE Our Purpose

SHANGRI-LA CULTURE Our Business

SHANGRI-LA CULTURE Our Shared Values

LEADINGWITH THE SHANGRI-LA CULTURE Role Modelling Our Vision, Purpose, Business & Shared Values

T H E S H A N G R I - L A C U L T U R E

FOREWORD FROM THE CHAIRMAN

"Continuity gives us roots; change gives us branches letting us stretch and grow and reach new heights."

PAUL I NE R . KEZER

Dear colleague,

First and foremost, congratulations as you embark on this journey on the Shangri-La Group's refreshed Culture. As you know, this is a significant year for our group marking our 50th anniversary since opening our first hotel in 1971.

We have achieved many milestones and conquered several hardships through these 50 years and this has been made possible due to the optimism and resilience that has been shown by our people.

A company’s culture is instrumental in defining the behaviors and actions of its people. It is a uniform binding factor which ultimately shapes the destiny of a brand. Therefore, it is imperative that you gain a deep sense of understanding of our Vision, Purpose, Business & Shared Values. It is with you help that we will be able to drive this culture deep into our organization and ensure that every colleague associated with the Shangri-La Group is connected to the brand through the framework of our culture. I think of the Chinese characters for the word crisis depicted as 危 机 , the first meaning “precarious” and the second meaning “opportunity”. The recent times have posed many challenges and threats for our business at the Shangri-La Group and we have been able to overcome and thrive during these adverse times due to our ability to look at these problems and challenges as opportunities that can help us address a greater cause. Going forward, as a group, we must be able to find new opportunities when our customers need change. As we continue to seize new opportunities and find new ways to grow as a group; it is our group’s culture that will help us move from strength to strength; setting up priorities, measuring success and developing people. This renewed culture will be the glue that binds us together as a team, united by a shared Business, Purpose, Vision & Shared Values. Lastly, I believe that it is the efforts of each individual that contribute to the greater good of an organization. Businesses thrive not because of the efforts of one individual but because of the collective resolve of a team to do good.

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T H E S H A N G R I - L A C U L T U R E

OUR HISTORY AT THE SHANGRI-LA GROUP

SH A NGR I - L A GROUP H I STORY

Our brand has consistently demonstrated the need to pioneer new horizons throughout its journey since our inception in 1971. We are considered as pioneers of Asian hospitality because of our heartfelt care that flows through our service and is showcased through our behaviours. Pioneering new horizons at the Shangri-La Group emphasizes our relentless obsession over customer experience and how this has helped us thrive and prosper in vibrant cities.

SH A NGR I - L A GROUP MI LESTONES

Our brand has consistently demonstrated the need to pioneer new horizons throughout its journey since our inception in 1971. We are considered as pioneers of Asian hospitality because of our heartfelt care that flows through our service and is showcased through our behaviours. Pioneering new horizons at the Shangri-La Group emphasizes our relentless obsession over customer experience and how this has helped us thrive and prosper in vibrant cities.

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T H E S H A N G R I - L A C U L T U R E

OUR HISTORY AT THE SHANGRI-LA GROUP

REFLECTING ON YOUR JOURNEY SO FARWITH THE SHANGRI-LA GROUP.

Year you joined our Group.

Year you celebrated the milestone

What was the milestone that your celebrated with the group?

Describe the emotions that you experienced at that moment.

Who are the people that you celebrated this milestone with?

*If you have a photograph of this milestone, bring along a digital copy of the same to the classroom session.

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T H E S H A N G R I - L A C U L T U R E

OUR OPERATING FRAMEWORK

How can you prepare yourself as a leader to lead effectively with the new Shangri-La Culture?

What needs to evolve in your current leadership style, to lead better with the new Shangri-La Culture - Vision, Purpose, Business & Shared Values?

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T H E S H A N G R I - L A C U L T U R E

OUR VISION

"To be the best loved hospitality group, pioneering new horizons and setting new benchmarks."

Two aspects of "Our Vision"

Acoording to you, what makes us the best loved hospitality group?

Share some examples of practices that you have implemented which can be considered as benchmark in your market.

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T H E S H A N G R I - L A C U L T U R E

OUR PURPOSE

"We host people to the colourful joys of life in a sustainable manner."

Three aspects of "Our Purpose"

How do you perceive “colourful joys of life” in your daily lives and as an individual? (Think from your individual perspective and not from a guest perspective.)

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T H E S H A N G R I - L A C U L T U R E

OUR BUSINESS

"Inspired by our Asian heritage, we enable people to live, work, play, eat and rest well, through the environments we create and the memorable experiences we deliver."

Five aspects of "Our Business"

“Our guests experience thoughtful service amidst tranquil surroundings inspired by our Asian flair.”

“Our events and office

“We strive to create memorable moments of joy that inspire our guests to discover, learn and play together.”

“Our events and office

“We understand the wellness and relaxation goals of today’s, global travellers.”

spaces help our guests achieve more with every meeting and event they plan with us.”

spaces help our guests achieve more with every meeting and event they plan with us.”

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T H E S H A N G R I - L A C U L T U R E

LEADING WITH THE SHANGRI-LA CULTURE

“Based on your understanding of Our Culture, share your responses to the questions below.”

WHAT EXAMPL E S WI L L YOU PROV I DE TO YOUR TEAM WHEN CONVEY I NG OUR GROUPS REFRE SHED "V I S I ON" STATEMENT ?

US I NG "OUR PURPOS E " STATEMENT AS AN ANCHOR TO DR I VE TEAM MORAL E AND ACH I EVE BUS I NE S S RE SUL TS , HOW WI L L YOU CONNECT YOUR COL L EAGUE S TO OUR GROUPS PURPOS E ?

HOW WOULD YOU EXPLA I N THE BUS I NE S S E S THAT YOUR PROPERTY I S ENGAGED I N TO A NEW COL L EAGUE ?

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T H E S H A N G R I - L A C U L T U R E

LEADING WITH THE SHANGRI-LA CULTURE

In program assignment, you are to record a 2 minutes video / sound bite sharing your thoughts on "what Leading with the Shangri-La Culture means to you." Share this media with your L&D Manager at least 3 days prior to the classroom workshop session. this final

“ I HAVE LEARNED THAT THE SUCCESS OF A COMPANY MUST DEPEND UPON THE UNITY OF ALL ITS EMPLOYEES. WE ARE ALL IN THE SAME BOAT ROWING AGAINST THE CURRENT AND THE TIDE. ”

Robert Kuok, Founder, Shangri-La Group

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VISION PURPOSE BUSINESS & SHARED VALUES

LEADERS MODULE LEARNING JOURNAL