Weekly eNewsletter 10

Weekly eNewsletter 10

Weekly Newsletter

1

Area General Manager Message

As we get closer to our opening date, we realize the many changes that we will need to do to make sure we are ready to be the leading Hotel in Oman. With that said, the training plan is in progress and soon enough many of you will be back to the Hotel. The trainings will begin in July with the New Normal Standards, the setups, the on job training and we will make sure to take every moment and turn it into an opportunity to rise again.

2

SOP Section — Generic F&B

Generic Hygiene Standards

Our Front of house and Back of the House hygiene standards are in accordance to Shangri - La COVID - 19 Health & Safety commitment guidelines & local regulations.

These guideline will enable us to understand the process of personal hygiene to ensure we not only meet the standards but make it a habit and turn it into a lifestyle.

Booking System

- Update booking system with revised seating plan and table layout and set the maximum capacity of guests allowed at one given time.

- Add an additional interval between departure and arrival guests, allowing a safe cleaning process to be carried out.

- In house guests are encouraged to reserve and prioritised over external guests.

- Hotel hygiene information, social distancing guidelines and outlets menus to be sent with confirmation e - mail with pre - order options for the food, where possible.

- All reservations to be confirmed 48 hours prior to arrival date and external walk ins to be avoided.

3

eLearning Section

Global FLS Orientation 2020

How to deal with Media

Our third Core Learning Program that will help us understand the basic knowledge of FLS, fire prevention requirements, different types of systems, fire emergency response procedures and the role of the FLS management committee.

This course focuses on how to deal with media requests properly by following the key media principles. It also provides different scenarios where you will receive media inquiries from outside organizations and individuals to help you gain the skills to handle them.

4

Shangri-La Care

Shangri - La Care is a commitment to make sure our Colleagues and Guests are Safe and Healthy, it is a commitment in coordination with the world health organization to make sure our guests gain the right confidence in our Brand . Many new standards will be implemented so that we ensure we elevate our operational practices and enhance our protocol. It is each and every one of our responsibility to make sure we stay safe and maintain our Asian hospitality.

5

Message from Group CEO

Dear Colleagues,

I hope this message finds you and your families, safe and well.

We are now several months into the COVID - 19 pandemic and it has spread to over 200 countries. This unprecedented event has changed the way we live and work, and I wanted to start by thanking you again for all your hard work and commitment to the Shangri - La Group. We are beginning to see some glimmers of light at the end of the tunnel. Social distancing and lockdown measures are being eased in many countries. In particular, Mainland China, Hong Kong SAR and Taiwan are returning to some semblance of normality. There has been an increase in demand for travel overall within Mainland China, and the May Day holiday weekend there showed overall positive trends. At Shangri - La, we have seen a steady increase in Rooms and F&B revenue in Mainland China, and an increase in corporate and group bookings globally These are all encouraging signs, but we must be aware that further waves of the virus could lead to further lockdowns at any time. Some economies are still seeing rising numbers of cases and it may be some time before they are able to ease restrictions.

As we re - open our doors across the world, it is vital that all our colleagues feel safe coming to work and that our guests have complete confidence and peace of mind during their stay.

With health & safety as our utmost priority, we are introducing Shangri - La Cares. This is a commitment that underlines a new set of Global Operational Standards, which will strengthen our existing, rigorous health and safety regimes. These standards have been developed in conjunction with our global hygiene solutions provider, Diversey; and follow recommendations from the World Health Organisation, or more stringent local requirements where relevant, to ensure our operational practices are comprehensive and consistent.

“ Shangri - La Cares ” will be guided by three key pillars:

• Implementing Enhanced Cleanliness Protocols and Procedures; • Enabling Our People; and • Elevating Our Standards

We will enable all of our people to understand these measures with enhanced training and development resources. But each and every one of us must take responsibility for implementing and reinforcing these standards to deliver on our commitment to help keep our guests and colleagues as

“ Shangri - La Cares ” will be guided by three key pillars:

• Implementing Enhanced Cleanliness Protocols and Procedures; • Enabling Our People; and • Elevating Our Standards

We will enable all of our people to understand these measures with enhanced training and development resources. But each and every one of us must take responsibility for implementing and reinforcing these standards to deliver on our commitment to help keep our guests and colleagues as safe as we can. Shangri - La Cares is a promise that comes straight from our hearts and reinforces our commitment to care and our distinctive Asian hospitality as we welcome guests back. We must also go above and beyond to ensure that there is no compromise in guest experience, comfort and care. We must remain humble and true to our founding ethos - to do our utmost to take care of people – our guests and our colleagues.

Best Regards, Lim Beng Chee Group CEO