Delighting our guests every time by creating engaging experiences straight from our hearts is Shangri-La’s fundamental mission. Our colleague at Bengaluru fully demonstrated our core practices and guided principles to delight and show our hospitality to our guest.
We had Mr Nathan James Doyley from the Company Rolls Royce stayed at our hotel Shangri-La Hotel, Bengaluru from 23 to 28 July 2017. Our doorman PV Murali always escorted Mr Doyley graciously while Mr Doyley was leaving for office in the morning.
On the morning of 27 July, Murali discovered that Mr. Doyley was not departing at around 8:15 a.m. as his usual schedule. Murali went the extra mile to call Mr Doyley and realized that he was running late for office that morning. While Mr Doyley was rushing to the driveway, Murali quickly arranged Mr Doyley’s car to wait at the driveway with breakfast-to-go inside the car. Mr Doyley was extremely delighted with Murali’s extra helpful service and shared his positive feedback on Trip Advisor.
Well done Murali and we are proud to have you as an example of Shangri-La’s mission for all our colleagues! Please remain deeply committed and keep up all the good work to delight our guests in the coming days at Shangri-La.
“We make a living by what we get; we make a life by what we give.” This quote from Winston Churchill beautifully reflects the values of Shangri-La and our colleagues. One of our colleagues in Istanbul directly demonstrated this through an act of selfless-giving, and we would like to recount the story to celebrate him and his attitude.
One day in August at Shangri-La Bosphorus, Istanbul, a first time guest arrived with his own car. Upon being warmly welcomed by our Doorman Berk, the guest relayed with distress how his car had developed a flat tire and how he was in a hurry to catch a business meeting.
Demonstrating true care, teamwork, efficiency and Shangri-La hospitality, Berk assured the guest that with the help of our Valet Murat, he would be able to fix the tire within 30 minutes and eradicate the problem. To the guests delight, they were successful! He was delighted and amazed by the efficient action, and noted that he was very much impressed with the Shangri-La touch.
Well done to our colleagues for showcasing selflessness and providing the utmost care and support to our guests!
The “National Model Worker”, an award ceremony organized by The Ministry of Human Resources & Social Security and National Tourism Administration for Beijing’s hospitality industry, has been held on 12 December 2016. This ceremony aims to deliver recognition to those workers who perform excellent in the industry every five years.
We are pleased to have our Senior Events Manager from Shangri-La Hotel, Dalian, Ms. Kitty Jiang selected as one of the forty-five awardees in China. She has gone through a very intense and aggressive selecting procedure. Finally she was nominated by the Government of Dalian and also Liaoning Province. We are so proud of Kitty as she is the only one awardee from both hospitality industry and Shangri-La Hotel and Resorts.
In the past 13 years, Kitty obtained various experiences on serving VIP groups and international conferences, and these experiences led her to success. She was appreciated by the VIP guests, as well as the conference organizers due to her outstanding performance.
Throughout the visitation of the former Russian president, Kitty foreseen the guests’ preferences and coordinated proficiently with the government and the hotel. In the International Corn Industry Conference held on 2016, she was the person in charge to follow up and ensure the conference went smoothly following the itinerary. Kitty’s service fully demonstrated our valuable philosophy – ‘Shangri-La Hospitality from a Caring Family’.
Kitty represents the enthusiastic and qualified Shangri-La image to the public and she shall be a great role model for every one of us.
On 26 February 2017, Manulife-Sinochem Life Insurance Company held their Awards Ceremony at Pudong Shangri-La, East Shanghai. Eva was a very important guest from the company, who will attend the ceremony on that day. Unexpectedly, just several minutes before the opening of the award ceremony, Eva found her high heels was broken. Upset and anxiety suddenly overwhelmed her, since this is such an important moment to Eva and her company, it will be a huge regret for Eva if she walks to the stage without the gracefulness in high heels.
On hearing about the situation, our colleague, Amanda Chin, Director of Business Development, brought her own shoes to Eva without hesitation and largely saved Eva’s grace for the ceremony.
After the event, Eva wrote a long email to our senior management to particularly express her appreciation for Amanda’s spirit and noble quality. Eva said, “I will certainly come back to Pudong Shangri-La again, and recommended your hotel to my friends and colleagues.”
Amanda is fully committed to Shangri-La culture, delighting our guests through her proactive and agile service skills, and gaining guests loyalty. Well done Amanda!
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!