Turkish Delightful Experiences -Serhat Atis

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In October 2016, a prominent guest from China, together with three of his friends stayed at Shangri-La Bosphorus, Istanbul. Their required arrangements included helicopter and limousine transfers, dining options in exclusive outlets in the city. Concierge Service Leader Serhat Atis, a member of the Golden Key, was assigned to see through them.

After the guests had left the hotel on departure, Serhat contacted the DM to inform of a valuable camera that the guests had left in the room. The guests requested for the item to reach him before flying out of Istanbul airport.

With virtually no material time left, closing midnight, Serhat contacted the Operations Manager of a VIP meet-and-greet company to arrange for one of their staff to meet the guest inside the airport just before boarding the airplane. Simultaneously speaking with the guest, meet-and-greet staff and airline crew, the guest finally got his camera back from the airline cabin crew although the flight was delayed for about 15 minutes.

The guest sent Serhat a text message appreciating the excellent service, against all odds.

Unleashes the potential through strategic leadership

(Written by Mike G. Mangilit, Training Manager of Edsa Shangri-La, Manila)
In Shangri-La, there are two enhancement programs for our staff to be well-equipped. They are Emerging Leadership Program (ELP) and  Strategic Leadership Program (SLP).
ELP is a program that is developed specifically for new managers. They are the ones who are in a leadership position for the first time and may not have the skills and knowledge to lead teams. SLP is focused on senior managers –starting from the General Managers through the Executive Committees and the Assistant Directors etc.  Here the focus is on their leadership style, business acumen, unleashing the potential of others and problem solving, among other things.  It is with the objective of grooming leaders who are capable of representing and demonstrating the Shangri-La leadership competencies.

Last Aug 10-11, we conducted the Phase 2 of the anticipated batch 1 of the Strategic Leadership Program for our senior managers in Edsa Shangri-La, Manila. It’s the first of 2 batches to be conducted in Edsa Shangri-La, with supervision by our Area Director of Learning & Development – Ms. Ana Dobreva.  A total of 15 participants attended this 2-day class, taking away learning to better improve their leadership styles and create their own personal branding.  As senior managers it’s a great feeling of having this specialized program for our continuous career growth.  This brings out our entrepreneurial side and improves collaboration with other senior managers with the pre and post work we had to do.  It’s fun learning with your colleagues and I guess the others will also be wanting to experience this in future batches.

Cooking under the Mauritian Sun

Michelin-rated star Chef in Shangri-La – Filippo Abisso

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“Are you going to ask me what my favorite dish is?” Filippo Abisso grins. “I don’t know how anyone can answer that question.” The newly appointed Executive Chef comes across as modest right from the start, playfully avoiding any notions of grandeur. Yet the Sicilian chef has a formidable resumé: 24 years of international experience, including two-star Michelin restaurants.

Essentially trading one island for another, Abisso left Shangri-La’s Villingili Resort & Spa in the Maldives, and arrived in Mauritius in May 2016. “It’s easy, isn’t it, to move from one paradise to another – a better one, even!

Abisso is responsible for the hotel’s overall culinary direction and production. “Executive” implies a degree of mastery, expertise in each of the different cuisines offered at the Shangri-La. Yet he typically shies away from the notion. “Well, every restaurant has a specialist. I just coordinate and supervise.”

 

“What do you feel after relocation?”


Q: How your experience at Maldives helps you perform your current role?

A: Definitely the experience at Shangri-La’s Villingili Resort & Spa, Maldives, helped me adapt faster to the Island environment especially the challenges with suppliers and manpower.

 

Q: What are the differences between working as a chef in the 2 resorts?

A: In Shangri-La’s Le Touessrok Resort & Spa, Mauritius, there are more variety of option in terms of products and there are more fresh ingredients available on the island compared to Shangri-La’s Villingili Resort & Spa, Maldives. Also in Mauritius, we not only focus on international customers but we also do several Food&Beverage promotions to attract the local community, which makes a difference from Maldives, where all customers are international tourists.

 

Q: What is the most rewarding moment in your career with Shangri-La thus far?

A: I feel always rewarded to hear positive feedback personally from our guests and to see good comments about their dining experiences.

Rachael Tong, the Big Sister

During their stay at Island Shangri-La, Hong Kong in June, Mr and Mrs Zhao’s 3-year-old son fell ill and had a fever.  When Mrs Zhao called the service centre for assistance, their son’s body temperature had already risen to 38.6 °C.

Once being briefed on the situation, our Duty Manager Rachael called the guests and suggested that they should go to the hospital.  When the family was in panic, Rachael reminded them to bring along all the essential items such as passports, credit card and jacket, and quickly arranged a hotel staff and limousine to take the Zhao’s family to the nearest hospital.

After returning to the hotel the next day, Mrs Zhao called for assistance again as their son’s temperature had gone up. Once again, Rachael arranged a hotel limousine to take the Zhaos to the hospital.  Luckily, their son got better after being treatment and the family returned to the hotel the same night.

To welcome their son back to the hotel, Rachael prepared congee and a get well tray with toys and a card signed by the entire guest relations team, just like a typical big sister would to cheer up her siblings!

Feeling grateful for the assistance from the hotel, Mrs. Zhao wrote a letter to the management: “… Special thanks to the Duty Manager and the service colleagues for these two days.  They checked his temperature many times without complain and showed empathy when my kid was sick.  I would like to extend my thanks especially to Rachael Tong, who proactively arranged transportation and offered complimentary congee for my child…With such staff and management, more customers will choose Shangri-La, and details determine all.  I couldn’t thank all during departure since I was in a hurry, but hope my message can be passed. Thank you!

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Learning in Shangri-La – Nikhil

Nikhil Nangia, is our Service Manager in Shangri-La’s Eros Hotel, New Delhi. He joined Shangri-La family since March 2016. Let’s see what happen in his story in Shangri-La!

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I am one of the newest member of the Shangri-La Family. I joined Shangri-La’s – Eros Hotel, New Delhi in March 2016 as Service Manger – Training.

While I was embracing the new workplace and culture I was nominated to be a part of the Shangri-La Global Academy Training Program* at Muscat, Oman. The Training program was on Process Mapping and Labour Productivity. The objectives of the program was to ensure the most effective and productive operations by applying more structured improvement tools, methods and techniques whenever operational or non-operational processes are re-designed or re-engineered.The workshop was interactive and ensured that all the participants gained hands on experience by working on a project during training.

My experience during training program was very enriching and enabled me to gain a thorough a new understanding of the Process Mapping and Labour Productivity. I considered mapping the guest preference program at Shangri-La’s -Eros Hotel, New Delhi. The project was reviewed and approved. It was interesting to meet training and quality managers from other Shangri-La Hotels.

Apart from the training, I was awestruck seeing the Shangri-La Barr Al Jissah Resort & Spa, Sultanate of Oman and its facilities. I have travelled to many countries and stayed in some of the finest hotels like Conrad, Hilton, Taj etc. But I must mention that Shangri-La Muscat is class apart in every way. The best part is the breathtaking view from the hotel.

*Global Academy Training Program offers an extensive syllabus of leadership and hospitality programmes, delivered by a team of leadership and functional learning specialists, designed to support Shangri-La colleagues as they develop their careers and skills that will provide our guests with an unforgettable hotel experience.