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Welcome pack
November 2019

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Published by noemie.saltel, 2019-11-13 09:27:16

Welcome pack

Welcome pack
November 2019

Welcome to

Shangri-La hotel, at The Shard

31 St Thomas St, London SE1 9QU

020 7234 8000

[email protected]


Welcome to the Shangri-La hotel, at The Shard, London!

We are very excited to have you on board!

Your first few weeks will be dedicated to giving you a solid foundation of our
culture, to cover departmental and statutory trainings, and to give you a good
understanding of the important role you will play within our department and our

The objective of your introductory period is to become acquainted with your new
duties, your new environment, and allow you to begin developing relationships

with our team.

We are here to help and to make your introduction interesting, informative, and
most importantly FUN!

Don’t hesitate to ask as many questions as possible!

Once again, welcome to Shangri-La hotel, at The Shard!
We are very much looking forward to working with you

Yours sincerely,

The Shangri-La London Management Team


“Shangri-La Hotels and Resorts” is a Hong-Kong based company and Asia Pacific’s leading luxury
hotel group. They are regarded as one of the world's finest hotel ownership and management
companies. Shangri-La Hotels and Resorts is the trade name of Shangri-La Asia Limited management arm.

The Kuok Group has a major equity holding in Shangri-La Asia, which is listed on the Hong Kong
Stock Exchange.
Established by Robert Kuok, the Kuok group is a diversified and dynamic business conglomerate with its
origins in Malaysia. The group’s business operations span a range of activities and a number of countries.
In addition to hotels, the group’s portfolio also includes commodity trading, real estate, beverages,
logistics, newspaper publishing, shipping, edible oil refining and plantations.

Shangri-La’s tradition of service excellence began in 1971 with the opening of the first Shangri-La
hotel, in Singapore. The hotel’s 15 acres of landscaped gardens, beautifully appointed guest rooms and
gracious Asian style set a new standard for hotel excellence, which to this day continues to guide the
group’s design features.

Today, the group comprises over 100 hotels and resorts in key locations in Asia Pacific, North
America, Europe and the Middle East. The Shangri-La group has a room inventory of over 40,000.
In addition, new hotels are under development in Australia, Bahrain, mainland China, Cambodia,
Indonesia, Malaysia and Saudi Arabia.

The Shangri-La group comprises of 4 brands:

Shangri-La Hotels - Type: Five-star luxury hotels located in premier city addresses across Asia Pacific,
Shangri-La Resorts North America, the Middle East, and Europe.
- Service/Style: "To treat a stranger as one of our own", world-class service amidst
tranquil surroundings, inspirational architecture and design, fine dining experiences.
- Type: Five-star luxury resorts located in some of the world's most exotic destinations.
- Service/Style: world-class five-star service in a relaxing and engaging environment,
vibrant cultural experiences, recreational and rejuvenation activities, fine culinary
- Type: mid-market hotels located in the business hubs of Asia and the Middle East
- Service/Style: practical choice for both business and leisure travellers, vibrant and
professional environment for savvy travellers, a blend of thoughtful simplicity and the
warmth and sincerity of Asian hospitality.
- Type: a new five-star brand, launched in Shanghai and Beijing in 2011.
- Service/Style: vibrant and buzzing atmosphere, spirited style and careful
attentiveness, unique and functional designs, enthusiastic and intuitive service,
inspirational experiences.
- Type: a new brand of mid-range hotels, launched in 2014, and with hotels across key
locations in Asia, including Singapore; Hong Kong; Beijing and Shenyang in mainland
China; Manila; Penang and Johor in Malaysia; and Malé, Maldives.
- Service/Style: “Leave Boring Behind “, catering to urban adventurers, delivers
quality, comfort and value with a playful twist and friendly service., spontaneous
experiences, unpublished insights and unconventional perspectives.

Shangri-La has its own frequent guest recognition and rewards program – Golden Circle.
Founded in 1997, the Golden Circle program has been acknowledged as being one of the best in the
industry with over 2 million current members.
The program has 3 levels: Gold, Jade and Diamond, with members receiving increasing recognition and
acknowledgement of their individual preferences, as they move from one level to the next.
They are rewarded with Golden Circle Award Points whenever they stay, dine or relax in CHI, The Spa
(specific hotels). These can be redeemed towards accommodation, dining and spa at any participating
Shangri-La hotel or resorts, Hotel Jen, or Kerry hotel. The GC Award Points can also be converted to Airline
Miles on a participating Airline Partner of the guest’s choice.
Benefits include: priority check-in; complimentary partner stays with breakfast, room upgrades and more.

In 2018, Shangri-La launched the new Shangri-La App. Fast and intuitive to use, it is available for
iPhone and Android platforms, and can be downloaded from, iTunes and
Google Play. The key functionalities include: Fast and Easy Booking; Mobile Check-in/Check-out; Manage
Golden Circle Account; and Redeem Rewards.


You will find that the Shangri-La family comes from many different backgrounds, and we work in
an amazing variety of roles. Yet, we are all united by the same passion to delight and our drive to learn
and share new skills.
Every day, we strive to bring our core values to life:

All these ideals combine to make Shangri-La a company with a unique culture to work in.
We are diverse, warm and caring, but also driven, dynamic and innovative.
For our guests, what makes each stay truly memorable is something even more exquisite and rare. It is
Shangri-La’s philosophy: “Hospitality from the heart, Hospitality from a caring family”.

Our Manifesto: We are family. We share something powerful – our genuine care and respect for others.
This belief shapes us. It shapes the way we treat all people with selfless sincerity and thoughtful courtesy,
understanding needs and sharing feelings. It shapes the way we transform our gracious and enchanting
Asian manner to authentic experiences straight from the heart.
Our strength lies beyond our harmonious surroundings and hideaway locations. It lies in our core values
that guide us to treat each and everyone with humour, as kin, as family.
In our family you will find tranquility, sincerity and something a great deal rarer – our special kind of
hospitality, hospitality from the heart.

Shangri-La has always believed in the unique characteristics encapsulated by Asian hospitality.
Our commitment to providing guests with distinctive Asian standards of hospitality and service enables
us to stand out amongst our peers. This quality remains the cornerstone of our reputation as a world-class
hotel group.
In striving to delight customers each and every time they stay with us, we aim to exceed expectations
through consistent quality and value in our products and services, and to follow our mission: “To delight
our guests every time by creating engaging experiences of hospitality straight from our hearts”.

Following our vision “To be the first choice for guests, colleagues, shareholders and business partners”,
Shangri-La has earned many international awards and recognition from guests, prestigious magazines as
well as industry partners and has made the group one of the preferred hotel employers, with over 35,000
people serving guests with the same philosophy.

Our Guiding Principles:

1. We will ensure that leadership drives for results.
2. We will make guest loyalty a key driver of our business.
3. We will enable decision making at guest contact point.
4. We will be committed to the financial success of our own unit and of our company.
5. We will create an environment where our Colleagues may achieve their personal and career goals.
6. We will demonstrate honesty, care and integrity in all our relationships.
7. We will ensure our policies and processes are guest and Colleague friendly.
8. We will remain deeply committed to our social responsibility by making positive contribution to

our communities, environment, Colleagues, guests and business partners.

Our Universal Core Practices

1. We will be well groomed and dressed, with clean, neat uniform and nametags.
2. We will answer telephone calls within three rings in a courteous and pleasant manner. Telephone

calls are not screened.
3. We will speak to guests and one another in an attentive, sincere, courteous and composed manner.
4. We will acknowledge guests and Colleagues with eye contact and smile using their names

whenever necessary and possible.
5. We will be knowledgeable about hotel services and facilities to convey to guests.
6. We will carefully listen and take ownership of guest requests, replying in a helpful and sincere

7. We will graciously escort guests where they want to go or use an open palm gesture when giving

8. We will report, record, resolve all guest-related issues, take ownership and communicate them

appropriately, in a timely manner.
9. We will ensure the safety, security and privacy of our guests and Colleagues. We respect the

confidentiality of guest names, room numbers, preferences and behaviors.
10. When in guest corridors, we will provide salutation and step back gracefully in order to allow

guests to pass by.
11. We will respect the environment by ensuring our surroundings are always clean and safe.


Shangri-La's leadership is composed of some of the most talented professionals in the hospitality
industry. Most have more than 20 years in the field and many have moved up the ranks in Shangri-La over
the last 10 years.

Since this seasoned group represents more than a dozen nationalities with work experience
around the globe, our corporate officers bring a vast variety of international perspectives to management
and operational issues. This depth and insight are invaluable assets as the company continues its rapid
worldwide expansion.

Mr. Lim, Beng Chee Mr. Bonke, Oliver
Chief Executive Officer President & Chief Operating Officer

Mr. Tan, Dennis Mr. Chong, Robert
Chief Financial Officer Chief Corporate & Human Resource Officer

Mr. Yang, Jian Cheng Mr. Chan, Kong Leong
Chief Technology Officer Regional Chief Executive Officer – Southeast Asia

Mr. Mackay, William
Executive Vice President – Operations, Europe &


Social Responsibility

Shangri-La commit to operating in an economically, socially and environmentally responsible
manner whilst balancing the interests of diverse stakeholders. Shangri-La envision a community of
responsible and educated citizens who are environmentally conscious, practice social responsibility in
their daily lives and inspire others to do the same.
Our Motto: We strive to be a leader in corporate citizenship and sustainable development, caring for our
employees and customers, seeking to enrich the quality of life for the communities in which we operate,
and serve as good stewards of society and the environment.
Our Approach: Driven by our core values, the areas of CSR that we work within are Our People, Our
Business, Our Environment and Our Communities.

Under the umbrella brand of “Sustainability”, Shangri-La Hotels and Resorts have unified all their
initiatives within 5 key areas of Corporate Social Responsibility: Environment, Health & Safety,
Employees, Supply Chain, and Stakeholder Relations

This campaign strives to properly educate its stakeholders, inspire and engage its employees,
enjoin its business partners and align with the local community initiatives so that CSR can be used as a
more significant tool towards development.

Environment Health & Safety Employees

• We are committed to serving as good stewards of • We ensure that only the highest standards of • We cultivate an environment that provides
the environment. health and safety are maintained for the benefit of abundant guidance, enabling our employees to
all our stakeholders. become better individuals and helping them
• We ensure that every property respects local achieve their personal and professional goals.
traditions and culture, restores natural habitats, • We customise and implement various security and
conserves biodiversity and manages waste, water safety initiatives based on timely assessments of • We do not engage in or tolerate unlawful
and energy. the local situations. workplace conduct, discrimination, or harassment.

Supply Chain Stakeholders Relations

• We are committed to working with business • We are committed to meaningful communication
partners who share the values of corporate and relevant actions with all its stakeholders.
citizenship, respect for the environment, human
rights and social justice. • We aim to always engage them in a clear, honest
and respectful way.
• Whenever possible, we prefer local community-
based suppliers and eco-friendly products so as to
promote growth and development in the
communities in which we operate.

Our Projects
Launched in September 2009, the project committed each hotel to a 5-
10-year partnership with a chosen beneficiary working on children’s
health or education programmes.
➔ The “Embrace project” for Shangri-La hotel, at The Shard, London,

involves initiatives with the nearby St Thomas’ and Guy’s Hospital.

Launched in 2010, the aim of the project was to make a concerted effort
towards biodiversity conservation and habitat protection.

The Executive Committee

Kurt Macher Jean Louis Fresta Paul McDonald
General Manager Exec. Assistant Manager – Rooms Director of HR

Flavio Ringer Jeremy Brown Guy Lwin
Director of Food & Beverage Executive Head Chef Director of Engineering

Stefan Muller Jennifer Jago Lloyd Sequeira
Director of Sales & Marketing Director of Revenue Director of Finance


Fun Facts, Fascinating Stories & Unique Points of Interest

- The name of our brand, Shangri-La, was inspired by the legendary land
featured in James Hilton’s novel Lost Horizon, published in 1933, a tranquil
haven in the mountains of the Himalayas, which cast a spell on all who
resided here.
- There is a copy of “Lost Horizon” in every room of the Shangri-La hotels.
- There are also different bookmarks with some extracts of the book in all
of our rooms.

- The name Shangri-La encapsulates the serenity and service for which
Shangri-La is renowned worldwide.
- The 'S' of our logo, which resembles uniquely Asian architectural forms,
suggests majestic mountains reflected in the waters of a tranquil lake.

- Shangri-La introduced a signature “Essence of Shangri-La” scent in the
lobbies of selected Shangri-La city hotels.
- The scent is fresh and clean, subtly Asian, and is said to evoke sensations
of serenity and calm, inspired by the concept of Shangri-La itself.
- The scent’s bottom notes of vanilla, sandal and musk are highlighted by
top notes of light bergamot and tea spiced with ginger.
- The non-allergenic, water-based fragrance is dispersed by an atomization
system which features anti-bacterial and anti-smoke benefits as well.
- Shangri-La’s essence is available for purchase at Reception or from
Housekeeping and comes in different forms: spray, oil, diffuser…

- Our residents can now explore London and our amazing local area with our
exclusive Shangri-La branded bicycles.
- The brand of the bicycles is Pashley. They are handmade and manufactured
in Stratford upon Avon in Warwickshire since 1926.
- Guided tours can also be arranged via our Concierge.

- The Shard occupies over 30 acres of space, developed on 1 acre of land,
approximately 1.2 million sq ft gross.
- There are 306 flights of stairs and 44 lifts in the building.
- The building incorporates some of the most advanced architectural
technology into its revolutionary design, which allows the Shard to move
up to 20 inches in high winds.
- 54,000 m3 of concrete were used to build the Shard, equivalent to 22
Olympic swimming pools. The construction of the 4-metre (13-foot) thick
basement raft took 36 hours and 700 truckloads.
- During the peak construction phase, 1,450 construction workers were
employed on site, representing 60 nationalities.

- Renzo Piano says: “the shape of the tower is generous at the
bottom and narrow at the top, disappearing in the air like a 16th
century pinnacle or the mast top of a very tall ship. The architecture
is firmly based on the historic form of London’s masts and spired”.
- To ensure a smooth installation, the structure of the Spire (levels
75–95), was first assembled at a factory in Yorkshire where it was
fabricated, taken to pieces and reassembled on site.
- Although 95 storeys high, the highest floor accessible to visitors is
level 72, the upper Viewing gallery, which is 244m (800 ft) high. On
a clear day, the views extend to approximately 55 km (35 miles) in
each direction – from Heathrow (west) to the Thames estuary (east).

- Back while The Shard was being built, a brave young fox cub
affectionately dubbed ‘Romeo’ by the builders, managed to get up to the
top floors and roam free, surviving purely on lunch scraps.
- Seen as a good omen by the hotel’s Asian owners, Romeo is now the
mascot for all things ‘Shard’.
- The concept for the cuddly toy was originally created by the hotel in
celebration, to be sold with proceeds benefiting ‘The Blackfriars
Settlement’, a charity that provides community services in the area local
to the hotel.
- Romeo the Fox also features on the children’s menu in Ting. All the
illustrations of Romeo and his adventures have been created by a member
of the Shangri-La family.

- The Chandelier on the Ground Floor of the hotel weights 4,250 kilograms.
The weight is comparable to that of the Hummer H2.

- It puts out approximately 6,750 watts of lights.

- Custom-made and holding over 500 bottles of wine and
champagne, the glass Wine Wall has been designed to sit elegantly
alongside the stunning skyline that surrounds the Sky Lounge.
- The 3 meters Wine Wall offers the largest selection of Louis
Roederer champagnes in the UK with vintages ranging from 1979
to 2009 and includes the recently released Cristal 2009.

- Around the hotel, you can see many distinctive wooden tables.
- Designed by British sculptor Alison Crowther, these tables are made
of timber sourced from a Buddhist Monastery in Chithurst (West
Sussex) or unseasoned English oak from the Wye Valley.
- The finishing highlight is either the glass or quartz top, which reflects
light flooding in through the floor-to-ceiling windows.
- The design is reminiscent of the distinctive lines of the meandering
Thames that can clearly be viewed from the restaurant.

- For breakfast at Ting Restaurant & Lounge, our guests can enjoy
artisan honeycomb from Bermondsey Street Bees.
- Designed and individually handmade, each stand is a unique piece
of functional sculpture, inspired by The Shard which dominates the
skyline seen from the London rooftop hives.
- Taking a concept from Middle Eastern breakfast tables and some of
the world’s leading hotels, this exclusive stainless steel honeycomb
stand holds a complete comb straight from the hive.

- Our bedroom linen comes from Frette, an Italian company founded
in 1860, considered as the world’s leading luxury linens and home
furnishings brand.
- Originally located near the summer residence of the Italian royal
family in Monza, Frette’s first clients included Queen Margherita of
Savoy and more than 500 other noble European dynasties.

Viewing Guide & Local Attractions

NORTH: Views of an iconic London landmarks

St. Paul’s Cathedral
Built in the late 17th century, it is a Church of England cathedral which is the 2nd
largest church building in the UK after Liverpool Cathedral. Its construction was part
of a major rebuilding programme which took place in the city after the Great Fire of
In St. Paul’s. you can find the tombs and memorials of some of the nation’s
greatest heroes such as Admiral Lord Nelson and the Duke of Wellington.
Access: St Paul / 15 minute walk
Opening Hours: Mon-Sat 8:30am-4:30pm (Last admission 4pm)

Tate Modern
Britain's national museum of contemporary art from around the world
is housed in the former Bankside Power Station. The awe-inspiring
Turbine Hall runs the length of the entire building and you can see
amazing work for free by artists such as Picasso, Rothko, Dalí, Pollock
and Warhol. The façade of the building is made out of 4.2 million bricks.
Access: Bankside / 10 minute walk
Opening Hours: Daily 10am-6pm (Late opening until 10pm on Fri/Sat)

British Museum

Founded in 1753, the British Museum’s remarkable collection spans
over two million years of human history. World-famous objects such
as the Rosetta Stone, Parthenon sculptures, and Egyptian mummies
are visited by up to six million visitors per year. It is the largest and
most comprehensive museum in the world with permanent collection
numbering 8 million works.

Access: Holborn / 10 minute by taxi
Opening Hours: Daily 10am-5:30pm (Late opening until 8:30pm on Fri)

Millennium Bridge

Opened in 2000, it is a steel suspension bridge for pedestrians crossing
the River Thames, linking Bankside with the City of London.

Shakespeare’s Globe Theatre

Shakespeare’s Globe is a faithful reconstruction of the open-air playhouse
designed in 1599 where many of Shakespeare’s plays were performed.
The tour is available all year with audio guides in 6 different languages.

Access: Bankside / 10 minute walk
Performance: April-October

Wembley Stadium

Opened in 2007, it is the 2nd largest football stadium in Europe.
Located in Wembley Park, it hosts major football matches such as
the FA Cup Final and home matches of the England national football
team. Wembley Stadium tours can be organised.

Access: Wembley / 30 minutes by Jubilee Line
Tour: Please check tour availability with Concierge


Tower of London

Officially called “Her Majesty's Royal Palace and Fortress” and located in
Tower Hill, it is a historic castle registered as a World Heritage. Widely
known for its role as a prison, it also has served as the royal
residence, an armoury, a treasury, a menagerie and as the home of
the Crown Jewels of the UK. The central tower is called the White Tower.

Access: Tower Hill / 10 minute walk
Opening Hours: Sun-Mon 10am-5:30pm / Tue-Sat 9am-5:30pm (Last admission 4pm)

Tower Bridge

Opened in 1894, it is an iconic suspension bridge across the River Thames.
It is raised to an angle of 86 degrees in 5 minutes to allow river traffic to
pass underneath.

HMS Belfast

The HMS Belfast is a museum ship, originally a Royal Navy light cruiser,
permanently moored on the River Thames and operated by the Imperial
War Museum. It initially was part of the British naval blockade against

Access: 5 minute walk
Opening Hours: [Summer] Daily 10am-6pm [Winter] Daily 10am-5pm (Last admission: 5pm)

City Hall

Opened in 2002, it is the headquarters of the Greater London
Authority (GLA), which comprises the Mayor of London and the London
Assembly. Located in More London and designed by Norman Foster. It
is built in unusual, bulbous shape, intending to reduce its surface area
and thus improve energy efficiency.
Also calle “The Scoop”, it is an outdoor amphitheatre which is filled with
free entertainment during the summer.

Access: More London / 5 minute walk

Canary Wharf

It is one of London's 2 main financial centres – along with the
traditional City of London – and contains many of the UK's tallest buildings,
including the 2nd tallest, One Canada Square.

St. Katharine’s Docks

It is a marina next to Tower Bridge and The Tower of London, which is part of
the Port of London. It is also known as the Docklands, and is now a popular
housing and leisure complex.

The O2

Built largely within the former Millennium Dome, it is a large
entertainment district on the Greenwich peninsula in South East

The Gherkin

The Gherkin is a skyscraper in London's main financial district, the City of London,
opened in April 2004. With 41 floors, the tower is 180 metres (591 ft) tall and stands
on a street called St. Mary Axe.

SOUTH: Views towards the historic counties of Kent, Surrey & Sussex

Battersea Power Station
Built in the 1930’s, it is a decommissioned coal-fired power station located on
the south bank of the River Thames, in Battersea. The station ceased
generating electricity in 1983. It is the largest brick building in Europe.

Strata SE1
It is one of the tallest residential buildings in Elephant and Castle with 43 stories, where
more than 1,000 residents live in its 408 flats.
Borough High Street

Borough High Street runs south-west from London Bridge.
Borough Market was once held on the street.


Westminster Abbey
Founded in 960 in gothic style, it is one of the most notable religious buildings in the UK
and has been the traditional place of coronation and a burial site for some of the most
significant people and monarchs in the nation's history.
Access: Westminster / 10 minutes by taxi
Opening Hours: Mon-Sat 9:30am (Please ask Concierge for closing time)

Buckingham Palace
Buckingham Palace serves as both the office and London residence
of Her Majesty the Queen. It is one of the few working royal palaces
remaining in the world today. Changing the Guard or Guard
Mounting is the process involving a new guard exchanging duty with
the old guard dressed in traditional red tunics and bearskin hats. It
is open to the public in summer in August and September.
Access: Green Park / 15 minutes by taxi
Changing the Guard: 11:30am (Please check the event calendar with Concierge)

Houses of Parliament

Registered as a World Heritage, it is one of the most iconic sites of
London where the meetings of the House of Commons and the House
of Lords, the two houses of the Parliament of the UK take place.
The existing building contains nearly 1,200 rooms, 100 staircases and
well over 3 kilometres (2 miles) of passages.

Access: Westminster / 10 minutes by taxi

Big Ben

Completed in 1858, it is the nickname of the great bell of the clock of the Houses of
Parliament, which weighs more than 13 tons. The tower is now officially called
the Elizabeth Tower, after being renamed in 2012 to celebrate the Diamond Jubilee
of Elizabeth II. The tower holds the largest four-faced chiming clock in the world and
is the 3rd tallest free-standing clock tower.

Access: Westminster / 10 minutes by taxi

London Eye

Also known as the Millennium Wheel, it hosts over 3.5 million visitors
annually. The entire structure is 135 metres (443 ft) tall and is currently
Europe's tallest Ferris wheel. There are 32 sealed and air-
conditioned ovoidal passenger capsules and one revolution takes about
30 minutes.

St. James’ Park

It is the oldest of the Royal Parks of London located in Westminster.

Royal National Theatre

Located in South Bank, it is one of UK’s 3 most prominent publicly funded
performing arts venues, alongside the Royal Shakespeare Company and
the Royal Opera House.

Address: 31 St Thomas Street, London, SE1 9QU, United Kingdom
Tel: +44 (0)20 7234 8000 / Fax: +44 (0)20 7234 8009

Email: [email protected]


• Located between Level 34 and 52 of The Shard
• 202 rooms & suites: 185 rooms and 17 suites including 4 Signature Suites (Southwark Suite, London Suite, Westminster

Suite, Shangri-La Suite)
• Shangri-La hotel, at the Shard, London is a strictly non-smoking hotel

Check-in and Check-out:
• Check-in – 3:00PM
• Check-out – 12:00PM

Hotel Features: ✓ Complimentary newspapers in outlets ✓ Baby-sitting / Child care service
✓ Foreign exchange services ✓ Limousine / Transportation service
✓ Facilities for accessible access ✓ Safe deposit boxes ✓ House Doctor on call
✓ Parking facilities & Valet parking ✓ In-room Spa services ✓ Complimentary morning coffee station
✓ 24-hour Concierge service ✓ Private shopping services ✓ Jogging station: maps, water, towels
✓ Butler service for Suites ✓ Postal / Courier service ✓ Complimentary Wi-Fi in all the hotel
✓ Laundry & Valet service
✓ Complimentary Shoe shine service

Guest Room Features: ✓ Walk-in shower ✓ Minibar
✓ Bathroom mirror television ✓ Nespresso machine & tea making
✓ Electronic in-room safe ✓ Toto washlet toilet with heated seat ✓ Complimentary water & chocolates
✓ Excellent selection of international ✓ Heated bathroom floor ✓ 24-hour in-room dining
✓ L’Occitane or Acqua di Parma amenities ✓ Iron & ironing board
television channels ✓ Pillow menu ✓ Floor to ceiling windows
✓ International direct dial telephone ✓ Shangri-La Bed with Frette linen ✓ Binoculars and viewing guide
✓ Controls for lighting, blinds & A/C
✓ Desk media hub/power point

HEALTH & LEISURE Operating Hours
Fitness Facility – 24-hours
Facilities Pool – 06:00-20:00 (Children times: 09:00-11:00 & 15:00-17:00)
• Gym (Level 52)
• Infinity Sky Pool (Level 52)

DINING Operating Hours
TING Restaurant & Lounge
• Location: Level 35 Breakfast
• Cuisine: Mon-Sun – 6:30AM-10:30AM (a-la-carte) / 7:30AM-10:30AM (hot
- Restaurant: seasonal and locally- buffet)
sourced cuisine, modern British Lunch (Restaurant)
dishes with a subtle Asian twist Mon-Sun – 12:00noon-2:30PM
- Lounge: authentic Asian specialties, All-Day Dining (Lounge)
classic all-day dining food and Mon-Sun – 11:30AM-11:30PM
afternoon tea Afternoon Tea
• Dress code: smart casual Mon-Sat – 12:00noon-4:00PM (last seating)
Sun – 12:00noon-6:00PM (last seating)
GONG Bar Dinner
• Location: Level 52 Mon-Sun – 6:00PM-11:15PM
• Style: Champagne & cocktail bar
• Dress code: smart casual Operating Hours

Mon-Sat – 12:00noon-1:00AM
Sun – 12noon-12midnight
Afternoon Tea (Lounge)
Mon-Sun – 12:00noon-4:00PM (last seating)

BAR 31 Operating Hours
• Location: Ground Floor Sun-Mon – Closed
• Style: neighborhood bar Tue-Wed – 11:00AM-10:00PM
• Dress code: none Thu-Fri-Sat – 11:00AM-11:00PM
In-Room Dining

• Sky Lounge: offering a selection of cocktails, and wines and Champagnes by the bottle and by the glass
• 3 meeting rooms: Ren, Li, Yi, which can accommodate from 10 to 140 guests
• State-of-the-art conferencing technology and tailor-made catering services

1 min walk (direct access to more than 60 stations on Northern &
Tube Jubilee lines & connection to the Overground with links to over 240
• London Bridge Station main line destinations)

Train 2 stations away by Tube
• Waterloo 15 mins away by Tube, with access to Eurostar
• King’s Cross St. Pancras
Airport 18 miles / 29 km (60-90 mins drive)
• London Heathrow (LHR) 28 miles / 45 km (60-90 mins drive)
• London Gatwick (LGW) 7 miles / 11 km (30-45 mins drive)
• London City (LCY)

FLOOR PLAN Ground Floor
B1 • Hotel Entrance
• Concierge
• Offices: Human Resources, Security, • Bar 31
Housekeeping, Engineering, F&B, IT
Level 35
• Laundry/Uniform room • Main Lobby: Reception, Guest Relations, Concierge
• Service Centre • TING Restaurant & Lounge
Level 34 • TING Kitchen: Hot kitchen

• Offices: Exec Office, M&E Levels 36 to 50
• M&E space: Ren, Li, Yi • Guest Rooms
• Sky Lounge
• In-Room Dining
• Kitchen: Asian, IRD, Cold kitchen, Pastry
Level 52

• GONG Bar
• Gym
• Sky Pool


Policies & Guidelines

Here are some simple rules, procedures and guidelines that we expect all of our colleagues to abide by:

Uniform & Grooming:
- Your uniform must be clean, tidy and properly pressed.
- Name tag must be worn at all times, visible and in good condition.
- Shangri-La grooming standards must be followed at all times: you can find
our grooming guidelines in the “Shang style” booklet provided by Human

Personal belongings:
- Personal belongings must be kept in your locker. However, remember that
your locker is not a safe. Please refrain from leaving valuables in it.
- If you have issues accessing your locker, please see Human Resources or
- Usage of personal mobile phone is prohibited during work period.

Clock in/out:
- You must clock in and clock out on the clocking machine at the beginning
and at the end of each shift.
- You must only sign in and out for yourself and at the actual time of arrival
and departure.

Starting your shift:
- You must report to duty 5 minutes before the start of your scheduled shift,
in full uniform with grooming standards perfect and ready to work.
- It is your responsibility to make sure that you know your rota and when
you are scheduled to work throughout the week.
- You are not allowed to change shifts with a colleague without your
Manager’s (or supervisor’s) approval in advance.

Finishing your shift:
- Once your shift is complete, you always must notify the manager on duty
prior to leaving to ensure that you have properly handed over your duties.
- Remember to clock out at the end of your shift.

- If you are running late, you must call the manager on duty to notify them
of this. Tell them your expected time of arrival and reason for lateness.
- You will be then asked to complete a lateness form on arrival.
- If your lateness becomes a pattern this will result in disciplinary action.

- If you are sick, you must call in for each day of sickness and speak to the
manager on duty with at least 2 hours’ notice (if you are working a morning
shift and can call the day before this would be most appreciated).
- Don’t be put off if we check in with you each day, we just want to know
how you’re doing and when you expect to be back.
Once you return to work, you will do a Return to Work interview with your
manager to ensure that it is ok for you to be back at work.

- All leave requests must be requested on ADP and will be reviewed by your
manager for approval.
- You cannot carry forward any unused holiday entitlement from one year
to the other.
- For any questions regarding holidays, or any HR-related enquiries (pay,
pension…), please see your manager and/or Human Resources.

Health & Safety:
- If you have an accident at work, no matter how minor, you must report this
immediately to the Manager on duty and/or Security.
- You should also report ‘near misses’ which we define as an accident where
no-one is actually hurt, and ‘dangerous occurrences’ which are events that
happen and which do not result in injury but clearly could have done so.
- It is your duty to be aware of and comply with all Health & Safety
procedures at work. Training should be part of your hotel & departmental

SLLN Experiences:
- We do encourage that you visit out outlets as a guest to see what our hotel
is about. To do this, you must fill in a Staff Discount Form which you can get
from your manager. This entitles you to 50% off your total bill (up to 4 guests,
including yourself) and is only valid Sunday to Thursday.
- You must have this form signed off by the Food and Beverage office
(Director of F&B), as you will only be able to visit the outlet if you have this
form. Under no circumstances you are allowed to finish your shift and join
friends/ guests for a drink or a meal in the hotel if this has not been prior
authorised using this form.

For any further queries of this nature, please ask your manager or refer to the company handbook which
is issued by Human Resources along with you contract.

Telephone Etiquette

Email Etiquette


Shangri-La guests expect and deserve the best guest experience and service from us, which
includes consistently using proper and professional verbiage.

General Data Protection Regulation Overview

In the digital age, one’s personal data is considered a valuable asset. People are more concerned
than ever about how companies handle their personal data - the recent Facebook saga involving
mishandling of user data is an extreme example.

Worldwide governments are taking stronger measures to regulate how organizations handle
personal data. In particular, the European Union (EU) has issued a new set of regulations called the
“General Data Protection Regulation (GDPR)” that came into effect on 25 May 2018.
GDPR is intended to strengthen the privacy rights of EU individuals and regulate the collection, use,
processing and transfer of such personal data.
There are already similar personal data protection laws that are in place in some of the jurisdictions where
we operate such as Australia, China, Hong Kong, Malaysia, Philippines and Singapore.

How does GDPR impact us?
The unique feature of the GDPR is that it applies to all organizations in or outside the EU as long as they
collect and process personal data of EU individuals. As a global hotel group, the GDPR impacts all our
hotels and offices that provide or market products and services to EU individuals (both guests and
employees). GDPR may apply even if the EU individual’s personal data is collected outside of the EU region.
With the implementation of GDPR, EU individuals have expanded rights such as:

The definition of “personal data” is now also broader and includes, but is not limited to, such identifiers
as below.

Why is it important to comply?
Our guests and clients entrust us with their personal data and expect that we have adequate policies and
systems in place to ensure that their personal data is secure and not misused. It is vital that this trust be
maintained as it goes to the reputation of Shangri-La.
Proper compliance with personal data protection regulations such as GDPR will allow us to lawfully use
the personal data provided to us to market our services and enhance the quality of services to our guests.
There are regulatory penalties for breaching personal data protection regulations. For instance,
companies that fail to comply with the GDPR requirements may face severe penalties, with fines up to
4% of a company’s total worldwide turnover of the preceding financial year or €20 million, whichever is

What have we done on a Group level to prepare?
Along with implementing the GDPR requirements, we have also taken the opportunity to upgrade
Shangri-La’s privacy and data protection policies to take into account the data protection laws of various
other jurisdictions to establish a global standard for all our hotels and offices around the world.
Our Legal Department has been working with many departments to update enrolment and guest
registration forms, corporate policies, social media and security guidelines, and updating the mechanisms
for collecting guest and employee data and guest consent for direct marketing. We have also developed
legal terms and conditions that we require vendors and suppliers to adhere to.
Our Global Learning Academy has rolled out internal training materials, videos and tool kits to educate
you about GDPR and personal data protection generally.
It is inevitable, however, that there will be varying local laws in different countries. Thus, if there are
stricter data protection requirements under local law, local law must be complied with.

What should I pay attention to on an individual level?
In order to simplify your understanding of the personal data protection requirements, we have devised a
set of Do’s and Don'ts Reminders and FAQs (also attached) which will provide clear guidance on how you
should handle personal data in various work occasions, e.g. guest service, vendor management, and event
handling. We expect every employee to comply with these guidelines.
If you are a head of a department that deals with personal data (both guests and employees), it is
important that you ensure that members of your department or region are familiar with these guidelines.
It is also important that you familiarize yourself with Shangri-La’s own Privacy Policy and Corporate Data
Protection Policy. These policies may be revised from time to time.

How does it work at SLLN?
Guests have the right to access, correct/rectify, request deletion/erasure, or restrict or withdraw their
consent to processing of their personal data, a right to object against profiling and a right to data
portability, at any time in accordance with applicable law.
To make these requests, or if they have any questions or complaints about how SLLN handles their
personal data, guests MUST contact our Data Protection Officer, by email at
[email protected]
Please note that our Data Protection Officer (DPO) is based in Hong Kong

How do I respond to personal data requests?
The first response from a junior team member will always be:
“Allow me to direct you our management team who can help you.”
Call DM immediately to speak with the guest. DO NOT handle any personal date request

1. Manager acknowledges request from guest
2. Manager provides the guest with the email address for the Shangri-La Hotels & Resorts DPO for
the guest to contact the DPO directly [email protected]
3. The Manager sends an email to the company DPO as soon as the request is received, advising
that a guest has reached out and is requesting information on their data. Please note the email
needs to be sent on the same day the guest makes the request.
4. The DPO will then lead on the investigation
5. If requested by the DPO to assist with collecting the data, the employee at SLLN assists.

What kind of questions can I anticipate from our guests?
GUEST: “I would like all my data you have on file of me removed please.”
SLLN EMPLOYEE: “Thank you for your request, allow me to provide you with the email address of our
data protection officer who can assist you with your enquiry.”

GUEST: “How long is it going to take?”
SLLN EMPLOYEE: “You can expect to receive a response from the DPO within 72 hours and he/she will
advise further.”
Please note that the DPO will acknowledge the request within 72 hours, DPO will follow up with the
request accordingly.

GUEST: “Who is going to provide me with my data?”
SLLN EMPLOYEE: “The data protection officer will be able to assist you.”

If continuously probed for questions, please respond with:
“In order to ensure your request is processed in the right way, the best person to help you is our trained
Data protection officer. We will send the request today and they will acknowledge your requests”

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