2016 marks a monumental milestone for the Shangri-La group as we open the 100th hotel by the end of the year.So this milestone goes out to all our colleagues (past or present); we invite you to be a part of this celebration by sharing with us your 100 fondest memories with Shangri-La!
It was just another busy day for Mr Paul McGrath as he had a full schedule during a business trip in Ningbo recently. When Mr McGrath arrived at the Horizon Club with 9 of his colleagues at 5:50 a.m., Marjorie Tang, the service leader for the morning shift, greeted them warmly. She took their orders and headed towards the kitchen to place orders with the chef immediately. At the moment, Horizon Club chef was fully occupied in preparing the dishes of the buffet tables which must be ready before 6 a.m. seeing this, Marjorie immediately decided to help chef to cook the eggs, as she knew Mr McGrath must finish breakfast and depart to the airport before 6:30 a.m.
Ten minutes later, Marjorie served 10 scrambled egg dishes which were all cooked to perfection. Marjorie also assisted them with a quick check out process and escorted them to the elevator as usual. While waiting for the lift, Marjorie asked them if they had enjoyed the stay as well as the breakfast today. Mr McGrath told Marjorie told them the truth about the eggs that everyone finally realised Marjorie was the “chef” who made their delicious eggs. They were deeply shocked because it was not just 2 orders of eggs, but 10!
In the post stay survey, Mr McGrath wrote, “This kind of service needs to be recognised and awards. It is service like this that set the Shangri-La apart. I stay in hotels all over the world most rated 5-star and I can stay without a doubt none of them offers the service the Shangri-La does. Well done!”
Mr Robert John Young was travelling in India with his daughter Catherine and New Delhi was their last stop after a hectic journey. On his way to Delhi, he was diagnosed with food poisoning. After a late check in and as morning approached, Mr Young felt worse and stayed in bed.
Both Ms Sudeshna Pal, Health Club Manager and the Duty Manager, also named Sudeshna went the extra mile with simple gestures to look after Mr Young; such as offering mild food, soothing beverages, doctor’s assistance and complimentary late check out. Catherine appreciated all the kind gestures and was especially delighted with and relieved that her father could rest before the long journey of 14 hours to Canada.
Upon Mr.Young’s safe arrival back home, Catherine wrote the below comment on our website, showing her appreciation: “I wanted to thank you again for your wonderful staff that we encountered during our stay in your hotel. For my dad’s 75th birthday, my sister and I bought him this trip to India because he has always wanted to go! My father and I had just finished a group tour and the Delhi hotel chosen by the tour group was not wonderful so even though I could not get my money back for the tour hotel I decided to treat my dad to the Shangri-La for our last night in India. Turns out that it was a great decision. I really wanted to compliment you on installing such commitment to customer service and for empowering people like Sudeshna to make such offers to help. I can honestly say this simple gesture is something I will never forget. It would have been very easy for her to charge me another full night’s stay and I would have dutifully paid it and although I would have been unhappy to pay so much for just a few more hours I know my dad needed it. I still would have enjoyed my stay but would have deemed it unremarkable and quickly forgotten about it. But instead with that simple gesture that probably cost the hotel very little out of pocket, I will now never forget my stay at Shangri La Delhi. I will tell this story to others and now I have an incredibly favourable feeling towards the Shangri-La brand. So well
done and sincere thanks again!”
Thumbs up for our Health Club Manager Sudeshna Pal and Duty Manager Sudeshna Mukhopadhyay!
|When Draga Arsenovic, one of our housekeeping room attendants, was cleaning the room for our guest, Mr. Webster, she noticed a shirt soaking in the sink. As she took a closer look, she noticed some stains on the collar and the top of the shirt. She immediately remembered her husband would have similar stains on his shirt whenever he shaved and nicked himself.
Draga also recognised the shirt as an expensive brand, so despite the extremely busy day ahead of her, she immediately worked on removing the stains using simply soap and water, just as she would do at home for her husband. She was successful in removing the stains and then hung the shirt up in the bathroom before she left, so the guest could see it when he returned.
Thank you, Draga, for taking ownership and for your initiative to go above and beyond, resulting in a positive experience for our guests!
Simple Surprises during a Tough Journey
Below is an inspirational and emotional letter from a parent, who expressed their deepest appreciation to the team at Island Shangri-La, Hong Kong for their simple yet thoughtful touches during their stay.
“To Manager of Hong Kong Island Shangri-La Hotel:
Dear Manager, my name is Zhang Zhiyong, I am a Chinese citizen. My five-year-old little girl, Zhang Xinyi (Cindy) was diagnosed with a rare cancer (NB) in June 2015. She has been fighting with death ever since and now it’s been over one and a half years.
One month ago, she finished her fourth chemotherapy in NUH of Singapore and comes to Hong Kong Queen Mary Hospital on Friday for a crucial consultation with a well-known doctor to see whether there is any chance of cure. However, the meeting is not promising. Our hearts are broken into pieces again.However, as parents, we should not show sadness before Cindy. We know that Cindy likes Disneyland so much and always dreams of seeing Mickey, Donald Duck, Goofy and their friends face to face, even in ward bed with tubes all over her body, so this time we took her to Hong Kong and made her dream come true finally.
We booked a room at Island Shangri-La on January 21 for one night stay. To be honest, the room price is beyond our limits, however, this time; we must give her the best, leaving no regrets. We got to the hotel that morning much earlier than required checking-in time. While still hoping to get a room and settle down as soon as possible, I tried to explain to one of your receptionists in the lobby counter.
Unexpectedly, we received so much care and attendance from one of your receptionists after I tried to explain our daughter’s situation to her. Even though she followed the protocols, but kept Cindy’s situation in mind. Later, we know her name is Tiffany. With her help and arrangement, we got an excellent room with a perfect view. My daughter is so excited when she saw the gifts and balloons exclusively prepared by Tiffany in the room. I still cannot forget her joy and exultation shining on her little face. In the evening, even more surprising, Tiffany came to our room and told us we can enjoy snacks and drinks on 56 floor. My little prince is so thrilled! When we arrived there, her colleagues there may have been told about
Cindy’s experience and all of them showed same kindness and attendance to my daughter. As parents, my wife and I were so touched by the encouraging and caring words from them and especially the care and kindness from Ms Tiffany, I just want to say, she is truly a good person. In some sense, she is a real strong asset and an extraordinary member of the Island Shangri-La. We haven’t gone back home over past one and half years, she made us feel really be home.
Here, I just want to take this opportunity on behalf of my family, to extend our heartfelt thanks to Ms Tiffany and all her colleagues who keep showing smile and kindness to my little girl during her short stay, thanks a million for each and everyone’s kind heart and love, which truly made our trip to Hong Kong so unforgettable and meaningful.”
“May God bless you all.”
Jing’s Shangri-La Journey began 13 years ago when she joined as a fresh graduate, with learning and development opportunities, clear direction, coaching and leadership.
Jing is fulfilling her passion and is a highly regarded Resident Manager at Shangri-La Hotel Dalian, and developing the skills to become a general Manager. She is a true example of Hospitality from the heart.
Hear more from her as she shares her passion for Shangri-La.
“Nothing in life comes easy, but if you love it with all your heart, like the way I love Shangri-La, then success in life and career comes naturally”
Jing continues to strive for success and self-development. Being happy in Shangri-La family enables her to follow her passion and continue to grow. Investing in talent is our number one priority at Shangri-La Hotels and Resorts. We ensure we provide best in class learning & development opportunities to support our next generation leaders.
With a growing number of hotels throughout China, we are always interested in speaking to aspiring EAM’s and Resident Managers. Express your interest via our career website and start you Shangri-La journey
Express your interest here:
(Job requisition number: 79166 )
Presenting the journey of Tiger Yang, Executive Assistant Manager of Shangri-La hotel, Lhasa.
Hear more from Tiger as he shares his passion and commitment to Shangri-La Hotels and Resorts and why he recommends Shangri-La as a great place to work. Tiger’s journey with the Shangri-La family began in 2009. He gained experience in sales and marketing from around the world, particularly Dalian, Manzhouli and Dubai. As a talented director of sales and marketing, Tiger aspirated to become a Resident Manager. In May 2015, he was selected to attend a High Potential Development workshop in Hong Kong with a dedicated coach. Now, with a bespoke development plan in place, Tiger is the Executive Assistant Manager at Shangri-La Hotel, Lhasa.
He gained experience in sales and marketing from around the world, particularly Dalian, Manzhouli and Dubai. As a talented director of sales and marketing, Tiger aspirated to become a Resident Manager. In May 2015, he was selected to attend a High Potential Development workshop in Hong Kong with a dedicated coach. Now, with a bespoke development plan in place, Tiger is the Executive Assistant Manager at Shangri-La Hotel, Lhasa.
Why are you passionate about Shangri-La Hotels and Resorts?
After many years of working with Shangri-La, I feel at home. I’ve had many opportunities to learn, develop and grow, both professionally and personally. I feel honored that Shangri-La believes in me.
After attending the High Potential Development workshop, I am fulfilling my dream and proud to be an Executive Assistant Manager at Shangri-La Hotel, Lhasa.
Shangri-La invests in people which is why I want to give back and continue our professional journey together.
I am dedicated to Shangri-La, and I value the opportunities to learn new skills. Throughout my journey, I have become a more professional leader, and I would like to give back to Shangri-La and be an example to others.
Feel inspired? Register your details here:
(Job requisition number: 79166 )
Grace Zhang’s Shangri-La journey began in 2004; she joined as an Assistant Front Office Manager in Wuhan. Through hard work and dedication, today Grace is a highly regarded Resident Manager. She shares her passion for Shangri-La with insights into her personal and professional journey of triumph, self-reflection and women in leadership.
Let see what happen in her career path with Shangri-La!
I feel I am a better person; working with Shangri-La has changed my life in ways I never expected. My career has grown, I have been developed and have grown as a person, because of this, I am thankful to Shangri-La. In my early career, I was young & immature; I was not emotionally intelligent and not balanced in my approach. Throughout my journey with Shangri-La, I have transformed, become more mature and softly spoken. Working with Shangri-La has taken me on a Body, Mind and Spiritual Journey. I am dedicated to Shangri-La our guests, our people, our family. With genuine hospitality from the heart, my mission is to make others feel comfortable. I feel privileged to be in a supportive environment, freedom to grow and develop every day. I am proud to be a female leader in Shangri-La. Learning from others and giving back to others. My passion is to be a positive role model, support others and be an inspiration.
‘I am proud to be the Resident Manager at Shangri-La Hotel, Xian.’ – Grace Zhang
Feel inspired? Register your details here: https://career4.successfactors.com/career?career_ns=job_listing&company=ShangriLa&navBarLevel=JOB_SEARCH&rcm_site_locale=en_GB&career_job_req_id=79166&selected_lang=en_GB&jobAlertController_jobAlertId=&jobAlertController_jobAlertName=&_s.crb=Mu5NQyYIEXZYaZDy3vFww9aYBX0%3d
(Job requisition number: 79166 )