One of Forty-Five in China

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.

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Ms. Kitty Jiang, Senior Events Manager

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.

Saving Grace

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!

Amanda Chin - SLPU

Creating Memories!

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!

Draga Arsenovic – Service just like home

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!

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Tiffany Ngan – Island Shangri-La, Hong Kong

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.”

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