Shangri-La Hotel Dubai Colleagues Newsletter – 4th Quarter 2012

For any suggestions, or if you would like to participatein the next publication of the colleagues newsletter,please contact the Training Department.

1

Vice President’s Message ……………………… 2New Colleagues ………………………………….. 3 – 4WAVE & Diamond Stars ………………………... 5 – 7Trainings …………………………………………... 8 – 11Quality Section ………………………………….. 12 – 14Annual Colleagues Party ……………………… 15 – 22Colleagues Outings …………………………….. 23 – 26CSR Activities …………………………………… 27 – 29Hoi An Award ……………………………………. 30Sports Activities ………………………………… 31 – 32New Year & Christmas Party …………………. 33 – 34Colleagues Talent Corner …………………….. 35 – 36Knowledge Challenge …………………………. 37

2

Vice President’s Message

Our 2012 Guest Delight Programme produced five DiamondStar Awardees. Congratulations to our F&B colleagues,Andrei Eduard Raduta (Amwaj), Kyaw Thu Rain (Dunes Café),Ma Amy Than (Hoi An), Tin Nu Yee (Hoi An) and Nguyen ThiLan (Hoi An), on their terrific achievements.

Our ‘Back To School’ Colleagues Party in October was atremendous success and we have featured some of thephotographs in this issue along with the photos of theChristmas Party, our Beach Clean Up CSR activity andDepartmental team building.

Congratulations to Hoi An who received the What’s OnAwards 2012 ‘Favorite Pan Asian Restaurant’. Well doneWar War Lwin, Tran Than Chung and the Hoi An Service andCulinary teams.

We are now at the start of 2013 and we need to focus ondriving the business to new heights. Our focus to maximizebusiness results by driving revenues needs to be a key focusin 2013. We have a tough budget, however, I know I cancount on you to again achieve the desired results.

We hope you enjoy this issue of Marhaba. If you have anycomments or suggestions, or if you would like to contributeto the next issue, please contact our Training department.They would be delighted to hear from you.

Best regards,

Bernhard HaechlerVice President/General Manager

Dear Colleagues,

Happy New Year and I wish youall everything of the very bestfor 2013.

Welcome to the Q4, 2012 editionof our Marhaba Newsletter.

We certainly have had someexciting developments takeplace since the last issue.I am delighted to report that

we achieved our budget numbers for 2012 and I would like tothank you all for your excellent efforts in achieving this.

3

Antonina BurdeynayaAmwaj

Maricel Caraig Roque Dunes Cafe

Irish Romano Dunes Cafe

Laras Dyah AndiniCulinary

Khine Soe AnShang Palace

Joylyn Ferrer Dunes Cafe

Paul Kerr Amwaj Kitchen

Rabindra KumarCulinary

Carolina Fundal F&B Reservations

Thangaraj SonaimuthuEngineering

Remigio Agustin Health Club & Spa

Basudev Maharjan Housekeeping

Solomon Anyatonwu Health Club & Spa

Sanjay ThapaHorizon Club Kitchen

Pubudu ArachchigeSLHT - Training

Asanka WanigabaduSLHT - IRD

Amith BadanageSLHT - HK

Dananjaya MadurangaSLHT - HK

Gunasekaran Lazer Lundry

Sophia Liu Chang Shang Palace

4

Priyantha LiyanageSLHT - IRD

Allan SwaziIkandy

Tejendra ThapaIkandy

Mariam LaarajIn-Room Dinning

Elcedo Coelho Ikandy

Samuel Q. QuiochoPastry Kitchen

Rowell PanzoIRD Kitchen

Bo Bo AungPastry Kitchen

Tyta NovrigitaIkandy

Indika LiyanageSLHT – Dunes

Pradeep Liyanage SLHT – DC

Elwardany Hassan In-Room Dinning

Prabhath KattadigeSLHT – HC&S

Sachin PradhanBanquet

Osama El SayedFinance

Murat Kara DC Kitchen

Nalin RathnayakaCulinary

Tek Bahadur Nepali Stewarding

Aye Chan Thu Stewarding

Wu JunShang Palace

Susantha MaddumageSLHT - Culinary

Chamath GunawardanaSLHT – Front Office

Edwin TorresHealth Club

Lamiae HlalMarrakech

Year end WAVE celebration took place at Al Nojoom 1 where November & December awardees whererecognized for their achievements in delighting guests and training & development. The program startedwith recognizing birthday celebrants as everyone sung a birthday song followed by cutting of the cake.

5

Our year end celebration however was even morespecial as 5 of our colleagues received theirDIAMOND start certificate. Turn next page and checkout our special feature on how to become diamondstar member in 2013!

6

1- How long have you been with Shangri-La?I've been in Shangri-La four and a half years

2- How many times have you received a GDP award?This year alone, I have received 11 GDP Awards, from

January to December 2012 missing out only on October where Iwas on holiday.

3- Great job Amy! Tell us what you do differently to delightguests so they write these nice comments about you?

I treat every guest like we treat our family members. I do mybest to remember their likes and dislikes, names, faces & foodpreferences. They say they come back because they feel likebeing at home, they also compliment our exceptional service &recognition & anticipation skills.

4- What advice do you give to the colleagues in SLDB toreach Diamond Member?

I would like advise to my colleagues to set target for 2013, &work toward that goal everyday, everymonth throughout theyear. Also, to always treat all our guests as family members

5- When/what was your best moments at SLDB?2012 is my biggest achievement for my life. I achieved my

target as diamond star and also our restaurant got two awardduring this year.This is my best moment during this year & in mylife.

For the first time in 9 yeards, 5 colleagues achieved the Diamon Star level in our Guest DelightProgram. The awardees are: Ma Amy Thanm, Tin Nu Yee and Nguyen Thi Lan from Hoi An, AndreiRaduta from Amwaj and Kyaw Thu Rain from Dunes Café.Apart from the monetary rewards from when they were silver star awardees, Diamond Star awardeesreceived AED 350 cash prize and a round trip ticket to their home country (or anywhere of equivalentvalue).You too can achieve the same and be one of 2013's prestigious diamond star awardee. How? Checkout Amy's tips in an exclusive interview on her secrets on how to be a star!

7

Reward:

-Round trip air ticket to home country or any other

country within same fare.

-AED 350 on awarding day and AED 950

accumulated value of previous awardings

Requirements:

-8 times nomination for GDP, in one year, not

necessarily consecutive.

Andrei Raduta Nguyen Thi Lan

Tin Nu Yee

Kyaw Thu RainMa Amy Than

The 5 Stars of 2012

Tin Nu Yee:Q. What is your secretin Delighting Guest?A. I always treat theguest like a family.Because, I’m homeaway from hometherefore, is importantto look after the guestand take care of theirneed as much as I can.Q. How do you feelabout yourachievement forDiamond Star?A. I’m very happy andexcited about it andvery proud of my otherteam members whobecame a diamond startoo. I would like to thankmy manager “War War”for her great supportand for driving thesuccess of Hoi An.

Nguyen Thi Lan:Q. What is your secretin Delighting Guest?A. Is about makingthem feel warm andwelcome,, payingattention to their needs.Is very important toapply the Shangri-LaExperience. All of ushave goals to achieveand my goal was to“delight our guestsevery time with thesupport of my team andnever forgetting tosmile.Q. How do you feelabout yourachievement forDiamond Star?A. It very exciting forme to become adiamond member . Itimportant to maintainmy professional leveleven if am a diamondstar. My team and Ibelieve we havechosen a great hotel towork for, a companythat takes care of itspeople. It’s not justabout taking fromcompany but, is aboutgiving back as well.

8

Taking OwnershipWhen was the last time you have taken Ownership to Care forour guests, compassion for our colleagues & take care of ourcompany brand?If you need a refresher on how to do so, here are some ofcolleagues who have just completed Shangri-La Care 3.Angels Ramesh and Vina conducted the full day session with ournew colleagues with vim & vigor and closed the session with thetraditional SC 3 song.. " we are part of this team, we are one inthis dream… "

Fire Hose Training

Hands on refresher training for our Emergency Response Team (ERT) took place in December as they practiced how to reel the fire hose in the shortest time possible!Fire & Life Safety Manager, Raghu, focused on training our ERT members by setting a time frame and ensuring ERT team is able to release the reel and bring it to the designated area with no bends nor knots. Sounds like an easy task? Ask our ERT team

members and they will tell you how important it is to be trained fully. As the saying goes, "Fire takes no holiday".

9

10

28 Departmental Trainersjoined Training & Quality thisyear as they hosted 1.5 daysDepartmental Trainers’Workshop last 15th – 17th ofDecember 2012. Themed“Bridging the Gap betweenTraining & Quality”, theTrainers were first introducedto the “Engaged Partnership”roles of Training and Quality inorder to achieve a commongoal for 2013.The trainers also spent timelearning and understandingdeeply their roles on thefollowing:- Hotel & DepartmentalInduction of new colleagueson board- Purpose driven monthly

training plans- Training Needs Analysisusing

Performance Monitor resultsand DR3.

- How to use the ASK principletechnique.

Building relationships & getting to know other trainers …

11

Trainers were taught to use MonthlyTraining & Quality Cycle to assist themin planning. Trainers also practicedhow to train the Shangri-LaExperience effectively though groupdiscussions, presentations andbrainstorming.

And practice it is…Trainers did practice through lots of role play

QUALITY AMBASSADOR

What is their role?

Cherry

Pipin

DavidNaveen Rina

Kylie

Joy

Sid

Kam

Ronnie

Maria

Who are they?

12

“To translatethe Voice of thecustomer intocorecompetenciesthat provide aStrategicAdvantage”

Quality Ambassadors

Training

Quality Mission

The Reservations team has done an incredible job by achieving thehighest score worldwide for the second year in a row in test calls.Congratulations to the reservations team & we hope this greatperformance will reflect onto 2013 as well.

13

1. Write down the title in the middle of the page and draw a circle around it

2. Draw lines for related sub headings or important facts and label these lines.

3. Further probing will uncover another level of related information Draw theses as branches.

How to create your own mind map?

Benefits of mind mapping:1. Brainstorming – individually, and as a group2. Summarizing information and note taking3. Consolidating information4. Thinking through complex problems5. Presenting information in a overall structural format6. Studying and memorizing information

14

tyst

On October 30, 2012, colleagues at SLDBcelebrated the Annual colleagues gathering in a“Back to School” themed party.

The inter divisional presentations did not onlyshowcase great talents from our colleagues, butalso showed how much effort the departmentshave invested in ensuring they perform well &worked together as one team.

15

Although they did not compete, EXCOM did perform & entertained us all with their own version of “Ifyou’re happy and you know it clap your hands”!

1616

17

1818

19

Rooms Division # 3

19

2020

21

22

Dunes Café Team OutingIn December 2012, Dunes Café team took time out from work for a team building activity. With the

year 2012 approaching its end, the team rewarded themselves by arranging two different activities,

one for the morning shift & one for the afternoon shift.

The first group chartered a yacht and the chance to experience & enjoy its luxury until mid afternoon

with refreshments & food aboard.

The afternoon shift colleagues explored the other side of Dubai & went for a Dessert Safari to

experience the thrills of the golden dunes and witness spectacular views of the sunset during their

tour. Dunes team shared these photos with us…

23

OutingOutingOutingOutingIn October 2012, Sales &Marketing team took a uniqueapproach to have a Paintballteam outing.

The Sales & Marketingcolleagues split into twoteams who competed in afriendly game which was filledwith fun, thrill & some painfulshots as well.

24

&&&&SalesSalesSalesSales

25

Departmental Trainers Outing

Fun even without the sun!

Evening beach barbeque at Jumeirah Beach Park with the hotel Departmental Trainers to show our sincere “thank you” for their hard work and effort.

26

27

Clean Up UAE 2012 CampaignHave you ever thought about the plastic bag youdumped on the road before getting into your building?Chances are a cleaner picked it up. But what if noone noticed it?

Each year, tens of thousands of volunteers pick upwaste from UAE's deserts and industrial sites, leavingbehind more reasons to think.

This year, “Clean Up UAE” planned a month-longcampaign to educate the UAE residents, & initiateddifferent activities one of them was the cleaningcampaign which SLDB participated in on 12-12-2012.

PINK PINK PINK PINK WALKATHONWALKATHONWALKATHONWALKATHON

2012201220122012

on November 2, at 8.30am, Dubai, Residents can support

breast cancer awareness and help raise funds by taking partin the 2012 Pink Walkathon at Zabeel Park. The walkathon, inits ninth edition, is the flagship event by BurJuman Safe andSound Campaign, one of the region’s most comprehensivebreast cancer awareness initiatives.

Shangri-La Hotel, Dubai, took part once again in this

annual event which has been 3 consecutive years for SLDB.

28

29

Our 4 colleagues from DSA continue to do their exposure at the hotel, Saif in Training Department, andMahmoud, Youssef & Adbudlla at different departments in the hotel.Accompanied by their speech therapist every time they report to the hotel, the Trainees have shown agreat improvement in interacting with colleagues, focusing at the tasks at hand & committing to the jobthey are doing.In the last quarter, many media channels were interested in this initiative which is being done at SLDB.Hotelier.com Website, Al Bayan Newspaper, Gulf News, Ain Al Emarat Magazine, Al KhaleejNewspaper, Al Fajr Newspaper, & Afrah Al Emarat Newspaper have all featured articles on this in theirissues in November & December 2012.

30

Congratulations to SLDB &Hoi An team for winningWhat’s On Award forFAVOURITE PAN ASIAN

RESTAURANTfor 2012. Keep up the greatwork!!

31

Like every quarter, many sports activities are organized for our

colleagues at the accommodation & outside.

In November, SLDB participated in a inter-hotel basketball

tournament where colleagues from different departments in the

hotel played against Amwaj Rotana Hotel. Our team of heroes

played a great game but wasn’t lucky this time to win the

tournament, however, we do firmly believe that the team will win

the next time.

The hotel also organized a pool tournament at Al Quoz lounge.

Alvin Encabo from Balcony Bar & Ryan Dela Cruz reached the

final game, where Alvin won.

32

27th December - Colleague annual year end party took place in Al Quoz accommodation cafeteria.

During the celebration, a special food menu was served together with a huge cake.

Santa’s arrival with special presents did highlight the evening as well as the fun games and raffle draw prices. Colleagues also received special prices for best national dress & best dancer.

Here are some photos to share during the memorable year end party…

33

34

35

Colleagues Talent Corner

Kurt CobainSketch by Kaung San, Horizon Club Floor.

HH Sheikh Mohammed bin Rashid Al Maktoum Sketch by Ali Yassin, Arabic Coffee Host.

Aside from the great work our colleagues are doingon the job, we were surprised to see how manygreat talents many of them have.As we featured in the previous editionscontributions from colleagues in photography,music, diet tips, etc… we are glad to realize thatmore colleagues are interested in showcasing theirwork & hobbies with the SLDB family & contactingthe training team to feature it in the newsletter.In this edition we have contributions inPhotography, Poetry & Sketching… Great &inspiring pieces of art that give us further pride inour SLDB Family!You too can contribute to the next issue by sendingyour suggested material to training department,latest by end of February 2013. The MarhabaCommittee will discuss your submissions & if itcomplies with the requirements, it will be featured inthe next edition. Artwork to be original & owned bythe colleague. No copyrighted material that doesn’thave the permission of the owner will be accepted.

On the other hand, if you are also interested injoining the Marhaba Committee, please contact Bilalin Training Department.

Discovery GardensPhoto by Arnold Janssens, Shang Palace

36

Dubai’s Diamond Ring – Photo by Gary Foo , IT Manager

Colleagues Talent CornerEndless Dream

Finally my love the year is overand I'm coming home to see you once againThe last time I saw you tears dropped from your eyesAnd I promise myself that was the last good bye.

I waited for so long and could still rememberThe last time I kissed you your so warm so tenderA smile in your face will be more than enoughTo fill my lonely heart that have missed you so much.

I am not a poet or a writer to charm youI am what I am since the first time I've met youI love you, I need you and I miss you my loveWe will always be together and will never be apart

The alarm clock is ringing and the sun in my eyesThe sparrows are singing, its time to wake upIt's a beautiful morning with a wonderful feelingTo be with you my love in my ever endless dream.

J.M Victoria Jr. BoracayPhoto by Geoffrey Broutin, Culinary

37

Get a high res copy here: http://goo.gl/D0vIYAnswer all questions, & claim your valuable prize from Training Team

38