Welcome Pack (1)

Welcome to

Shangri-La hotel, at The Shard
London

WELCOME LETTER

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

hotel.
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 & RESORTS – Our History

“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
delights.

- 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 www.Shangri-La.com/App, iTunes and
Google Play. The key functionalities include: Fast and Easy Booking; Mobile Check-in/Check-out; Manage
Golden Circle Account; and Redeem Rewards.

SHANGRI-LA HOTELS & RESORTS – Our Culture

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

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

directions.
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 HOTELS & RESORTS – Our Leadership

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. Toh, Hup Hock Benjamin Mr. Yang, Jian Cheng
Chief Financial Officer Chief Technology Officer

Mr. Chin, Alfred Siu Wa Mr. Albertini, Greg
Group Vice President Executive Vice President – Revenue Optimization

Mr. Cottan, Michael Mr. Dang, Charlie
Executive Vice President – Operations, Middle East, Executive Vice President – Operations, East & South

India & Indian Ocean China

Mr. Dolp, Josef Mr. Krueger, Wolfgang
Executive Vice President – Operations, Southeast Asia Executive Vice President – Operations, North Asia,

Philippines and Pacific

Ms. Lin, Irene Mr. Low, Eng Hooi
Executive Vice President – Marketing Executive Vice President – Development & Projects

Mr. Mackay, William Mr. Maratos, Nichlas
Executive Vice President – Operations, Europe and Executive Vice President – Sales

Americas

Mr. Offe, Jean Michel Mr. Paw, Chuen Kee
Executive Vice President – Food & Beverage Executive Vice President – Operations, North China

SHANGRI-LA HOTELS & RESORTS – Our Corporate
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.

SHANGRI-LA HOTEL, AT THE SHARD, LONDON –

The Hotel

Opened in May 2014, Shangri-La Hotel, at The Shard, London was Shangri-La's 83rd hotel and 3rd
hotel in Europe, following the openings of Shangri-La Hotel, Paris and Shangri-La Bosphorus, Istanbul in
2010 and 2013, respectively.

Located in the tallest building in Western Europe, Shangri-La Hotel, at The Shard, London is the
city's first high-rise hotel. It occupies floors 34 to 52 of the iconic Shard building.

Shangri-La hotel, at The Shard, London offers unrivalled views of London in every direction,
overlooking such landmarks as the Houses of Parliament, Tower of London and St. Paul's Cathedral.

The modern building provides the perfect foil for the hotel’s elegant and contemporary design,
which drew inspiration from the rich cultural offerings of London's vibrant art, fashion and entertainment
scene and Shangri-La's Asian heritage.
The designers are: LRF Designers for levels 34-50 and Andre Fu for level 52.

SHANGRI-LA HOTEL, AT THE SHARD, LONDON –
The Building

The Shard is a 95-story and 309.7 metres (1,016 ft) skyscraper located on the historic South Bank
of the River Thames. Its construction began in March 2009; it was topped out on 30 March 2012 and
inaugurated on 5 July 2012. Practical completion was achieved in November 2012.

The spire-shaped, glass-clad building has been designed by the Italian architect Renzo Piano.
Renzo Piano is also famous for other notable buildings, such as the Centre Georges Pompidou in Paris
(with Richard Rogers, 1977) and the Whitney Museum of American Art in New York City (2015). He won
the Pritzker Architecture Prize in 1998.

The pyramidal tower has 72 habitable floors: a viewing gallery and open-air observation deck on
the 72nd floor (at a height of 244 metres - 801 ft), private residences from floor 53 to 63, 3 restaurants
Aqua, Oblix and Hutong on floors 31, 32 and 33 respectively, and offices from floor 2 to 28.

The Shard was developed by Sellar Property Group on behalf of LBQ Ltd and is jointly owned by
Sellar Property (5%) and the State of Qatar (95%). It is managed by Real Estate Management (UK)
Limited on behalf of the owners.

SHANGRI-LA HOTEL, AT THE SHARD, LONDON –
The Location

Shangri-La hotel, at The Shard, London was the first luxury property to open south of the River
Thames. Situated in one of London’s most historic areas, the hotel is ideally located for both leisure and
business.

Attractions:
- The City, one of the world’s leading centres for global finance, is just across the river and Canary

Wharf business and commercial hub is just 15 minutes away by river taxi.
- Borough Market, London’s most renowned food market, is a five-minute walk away.
- London’s main attractions, such as the theatres of the West End, The London Eye or Big Ben are

very easily accessible, as well as some of London’s World Heritage sites: Tower of London, Maritime
Greenwich, Westminster Palace, Westminster Abbey and Saint Margaret’s Church.
Transportation:

- London Bridge Station is one of the most important in the city, combining both underground
and overground trains with direct access to 3 of London’s 5 international airports, as well as St Pancras
International train station.

SHANGRI-LA HOTEL, AT THE SHARD, LONDON –
The Rooms

Shangri-La hotel, at The Shard, London offers 185 finely appointed guestrooms and 17
spectacular suites, located between levels 36 and 50.

Due to the distinct design of The Shard, each room is unique but every one of the hotel's 202
guestrooms and suites features floor-to-ceiling windows, offering unrivalled views of London.

Our rooms are amongst the largest in London, averaging more than 42 sqm (452 sqft).

They feature Chinese art reinterpreted in a modern, abstract way alongside a soothing colour
scheme and mood lighting.

A seamless fusion of refined materials, such as marble and silk, are blended with contemporary
light wood, completing the urban cityscape.

High-end technology sits comfortably alongside subtle luxury with features including automatic
climate control that complements the building’s integrated sun-shielding.

All rooms and suites offer special features such as:
- the exclusive "Shangri-La Bed" featuring patented body-contouring technology, a pillow menu,
- a set of binoculars with a viewing guide to admire the view,
- a Nespresso coffee machine and Chinese tea set-up,
- marble-clad bathrooms with heated floors and washlet toilets from the famous Japanese brand

“Toto”, as well as L’Occitane or Acqua di Parma amenities.

5 categories of rooms: 3 categories of suites: 3 Signature suites:

- Superior Shard Room - Premier Shard Suite (designed by the Italian firm FM – Architettura d’Interni Studio)
- Deluxe City View Room - Iconic Shard Suite
- Premier Shard Room - Southwark Suite - Westminster Suite
- Premier City View Room - London Suite
- Iconic City View Room - Shangri-La Suite

Butler service is offered in all suites

24-hour-in room dining is available for each room and suite.

Complimentary Internet access, one of Shangri-La's signature offerings worldwide, is also
available throughout the hotel.

SHANGRI-LA HOTEL, AT THE SHARD, LONDON –

The Restaurant & Bars

The culinary journey is at the heart of Shangri-La Hotel, at The Shard, London. Our guests are spoilt
for choice across 3 unique venues:

- Name: derived from the Chinese word for “living room”
- Location: Level 35
- Dress code: smart casual
- Style & Cuisine:
1) Ting Restaurant: an elegant and contemporary setting of
Chinoiserie design, seasonal menus of modern British dishes
with a subtle Asian twist, locally sourced cuisine using fresh
ingredients sourced from local suppliers
2) Ting Lounge: a relaxed area, distinctive a-la-carte menu of
authentic Asian specialties alongside classic comfort food and
afternoon tea

- Name: from 'dougong' – an ancient Chinese structural
element of interlocking wooden brackets that will be a
component of the bar's interior
- Location: Level 52
- Dress code: smart casual
- Style: London’s highest champagne and cocktail bar, and
also the highest hotel bar in Western Europe, the perfect
place to enjoy creative cocktails and drinks along with some
tasty bites, while watching the spectacular London views in a
stylish atmosphere

- Name: from the hotel’s address “31 St Thomas’ Street”
- Location: Ground Floor
- Dress code: none
- Style: a neighbourhood bar, the perfect place to connect
with the London Bridge community, to have a craft beer along
with some tasty bites made with fresh and seasonal
ingredients from Borough Market, while enjoying local
artwork or listening to live music from area artists

SHANGRI-LA HOTEL, AT THE SHARD, LONDON –
The Health & Leisure facilities

Level 52 is also home to London's highest infinity Sky Pool and our 24-hour gym.
Sky Pool is a wonderful oasis of calm for our guests, accessible everyday from 06.00 to 20.00.
The 11 x 4 meter pool is heated at 24 degrees and features stunning views of St Paul’s Cathedral, the
London Eye and Westminster, proving the perfect spot to enjoy the iconic vistas while relaxing.
It has a relaxing resting area equipped with a Nespresso machine and a water serving station.
Towels and bathrobes are provided in the pool area and in the changing area next to the pool.
Swimwear is available to be purchased through our Concierge.
The pool is only available for guests in-house due to limited space and to protect their tranquility.
Guests are allowed to use the pool before check-in and after check-out for the rest of the day.
Children are welcome to use the pool during the children swimming times.

The Gym is available 24 hours for our guests.
It is equipped with state-of-the-art cardiovascular and resistance training machines, and free-weights.
The floor-to-ceiling windows offer panoramic views of London’s south and southeast.
Bottled water and hand towels are provided in the gym, as well as a water serving station.
Personal training sessions can be arranged via our Guest Relations team, as part of a wellness program.

Spa services are available upon request via the Concierge.
Our Spa & Beauty services are provided by an external company and can be arranged in the privacy of
the guest bedroom or in our treatment room located on level 44.

SHANGRI-LA HOTEL, AT THE SHARD, LONDON –
The Meetings & Events facilities

For intimate celebrations, private cocktail gatherings or luxury product launches, the hotel offers
3 river-facing event spaces providing a London event experience like no other.

Located on Level 34, they are connected to the sky lobby by a grand staircase with a vista of St.
Paul's Cathedral and beyond.

Named after the first 3 of five constant virtues of Confucianism – Ren, benevolence;
Yi, righteousness; and Li, propriety; the function spaces at the hotel include:

Ren Overlooking the River Thames and the City of London with stunning views from floor to ceiling
windows, Ren is the largest private room, with reception space for 140 guests

Li Looking out over London Bridge, St. Paul's Cathedral and beyond, Li is perfect for a group dinner
of up to 30 guests

Yi Yi offers an intimate boardroom setting for 12 guests or can be used for a reception of up to 15
guests. It looks out onto Tower Bridge and the Tower of London

The entire 34th floor may be requested for a standing reception of up to 200 guests.

Spectacular views from 125 metres above the city complement the state-of-the-art conferencing
technology and tailor-made catering services.

On Level 34, we can also find the beautiful Sky Lounge.
Operated by the Meetings & Events team, Sky Lounge offers curated champagne tasting flights, which
include 3 different but mutually complementing blends, as well as many wines and champagnes by the
glass. To accompany the drinks, a specially created light sharing menu is offered.

SHANGRI-LA HOTEL, AT THE SHARD, LONDON –
The Leadership

SHANGRI-LA HOTEL, AT THE SHARD, LONDON –
The Executive Committee

Paul Brackley Kieran Roberts Paul McDonald
General Manager Exec. Assistant Manager – Rooms Director of HR

Aurelien Mouren Jeremy Brown Guy Lwin
Director of Food & Beverage Executive Head Chef Director of Engineering

Andrea Greybanks Susanne Rigby Sathyapal Nair
Director of Sales & Marketing Director of Revenue & Customer Director of Finance

Sales

SHANGRI-LA HOTEL AT THE SHARD, LONDON –

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 two new means of transportation: our
exclusive Shangri-La branded bicycles and Mini Cooper.
- The brand of the bicycles is Pashley. They are handmade
and manufactured in Stratford upon Avon in Warwickshire
since 1926.
- Guided tours can 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 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.

SHANGRI-LA HOTEL, AT THE SHARD, LONDON –
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
London.
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

EAST

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
Germany.

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
London.

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.

WEST

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]

HOTEL INFORMATION

• Located between Level 34 and 52 of The Shard
• A total of 202 rooms and suites: 185 rooms and 17 suites including 3 Signature Suites (Westminster Suite, London 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
✓ iPod docking station
✓ 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 Breakfast
• Location: Level 35 Mon-Sun – 6:30AM-10:30AM (a-la-carte) / 7:30AM-10:30AM (hot buffet)
• Cuisine: Lunch (Restaurant)
- Restaurant: seasonal and locally-sourced Mon-Sun – 12:00noon-2:30PM
cuisine, modern British dishes with a All-Day Dining (Lounge)
subtle Asian twist Mon-Sun – 11:30AM-11:30PM
- Lounge: authentic Asian specialties, classic Afternoon Tea (Lounge)
all-day dining food and afternoon tea Mon-Sun – 12:00noon-4:00PM (last seating)
• Dress code: smart casual Dinner
Mon-Sun – 6:00PM-11:15PM
GONG Bar Operating Hours
• Location: Level 52 Mon-Sat – 12:00noon-1:00AM
• Style: Champagne & cocktail bar Sun – 12noon-12midnight
• Dress code: smart casual Afternoon Tea (Lounge)
Mon-Sun – 12:00noon-4:00PM (last seating)
BAR 31 Operating Hours
• Location: Ground Floor Mon – Closed
• Style: neighborhood bar Tue-Wed – 11:00AM-10:00PM
• Dress code: none Thu-Fri-Sat – 11:00AM-11:00PM
Sun – Closed
In-Room Dining 24-hours

MEETINGS & EVENTS
• Sky Lounge: offering a selection of wines and Champagnes 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

TRANSPORTATION INFORMATION Distance / Info
1 min walk (direct access to 61 stations on Northern & Jubilee lines &
Tube connection to the Overground with links to 247 main line destinations)
• London Bridge Station
2 stations away by Tube
Train 15 mins away by Tube, with access to Eurostar
• Waterloo
• King’s Cross St. Pancras 18 miles / 29 km (60-90 mins drive)
Airport 28 miles / 45 km (60-90 mins drive)
• London Heathrow (LHR) 7 miles / 11 km (30-45 mins drive)
• London Gatwick (LGW)
• London City (LCY)

FLOOR PLAN

B1 Ground Floor
• Hotel Entrance
• Offices: Human Resources, Security, • Concierge
Housekeeping, Engineering, F&B, IT • Bar 31

• Laundry/Uniform room Level 35
• Service Centre • Main Lobby: Reception, Guest Relations, Concierge
Level 34 • TING Restaurant & Lounge
• TING Kitchen: Hot kitchen
• Offices: Exec Office, M&E
• M&E space: Ren, Li, Yi Levels 36 to 50
• Sky Lounge • Guest Rooms
• In-Room Dining
• Kitchen: Asian, IRD, Cold kitchen, Pastry
Level 52

• GONG Bar
• Gym
• Sky Pool

SHANGRI-LA HOTEL, AT THE SHARD, LONDON –

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 and must be 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
Resources.

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
Security.
- 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.

Tardiness:
- 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.

Sickness:
- If you are sick, you must call in for each day of sickness and speak to the
manager on duty with at least two 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.

Holiday:
- 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.

Reporting of accidents, injuries and dangerous occurrences:
- 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.

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 bite to eat 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.

SHANGRI-LA HOTEL, AT THE SHARD, LONDON –
Telephone & Email Etiquettes

TELEPHONE:

Answering Your Direct Line - Internal
“Good morning/afternoon/evening, Department, <name> speaking, how may I assist you?”
e.g. Good morning, Housekeeping, Bob speaking, how may I assist you?

Answering Your Direct Line - External
“Good morning/afternoon/evening, Shangri-La hotel, at The Shard, London, <name> speaking, how may I
assist you?”
e.g. Good morning, Shangri-La hotel, at The Shard, London, Julian speaking, how may I assist you?

Voicemail Message
“You have reached <name> at Shangri-La hotel, at The Shard, London. I am either on the line or away from
my desk at the moment. If you would like to leave your name and number, I will return your call as soon
as I can. Thank you.”

EMAIL:

Internal and external communication

Dear _(name)___,

…..

Kind regards,
____ (your name)____

SHANGRI-LA HOTEL, AT THE SHARD, LONDON –
Verbiage

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

What NOT to say How to say it better
Hey, hi, hi there, how are
ya? (always use name when appropriate and when known)

Yeah, uh huh, yep ▪ Good Morning, Good Afternoon, Good Evening
Thanks ▪ How are you today?
▪ Welcome back to the Shangri-La!
Sure, ok ▪ We’ve been expecting you!

What… (is your name, room ▪ Of course!
number, happened)? ▪ Yes
▪ Certainly
Can I…? ▪ With pleasure
I can’t / we can’t ▪ Absolutely
▪ We can do that!
▪ We would be happy to…

▪ Thank you
▪ Thank you very much

▪ Of course!
▪ Yes
▪ Certainly
▪ With pleasure
▪ Absolutely
▪ We can do that!
▪ Excellent
▪ We would be happy to…
▪ It shall be so!

▪ May I have your name please?
▪ May I have your room number please?
▪ Would you mind repeating that please?
▪ Excuse me?
▪ I beg your pardon?
▪ Pardon me?
▪ I’m sorry, could you repeat that please?
▪ Please tell me more about what happened…

▪ May I take care of that for you?
▪ May I…?
▪ I would be happy to….

▪ We are unable. Here’s what we can do…
▪ We are not able. What we can do is…
▪ We are unable, however we would be happy to do/offer….

You guys, y’all ▪ Use names
▪ If you will…
No problem ▪ If you wouldn’t mind…
▪ We would be happy to…. for you.
What is/was the problem? ▪ Certainly
▪ Absolutely
I’ll have to… ▪ Of course!
You’ll have to… ▪ My pleasure
More coffee? ▪ Allow me…for you.
More time? ▪ How may I assist you?
More bread? ▪ What can I do for you?
▪ Can you tell me more about…?
I’ll try / we’ll try ▪ What can we do to make things better for you?
▪ I would be happy to…
It’s our policy ▪ That’s a great question! I would be happy to find out for you.
Hold on, hold please, hang ▪ Allow me to…
on a sec. ▪ If you wouldn’t mind
Do you want to leave a ▪ Please
message? ▪ The best way is to….

Bye, bye-bye Use the entire sentence:
▪ Would you care for more bread?
▪ May I refill your coffee for you?
▪ Would you need more time?
▪ Can we arrange more time for you?

Say what you are going to do and then commit!
▪ I will / we will…
▪ I would be happy to….
▪ We can…

“It’s our policy” is a way to shut down a guest. They know that. Use a

more positive way and explanation to let them know:
▪ We are unable to…. however we can do…
▪ In order to maintain the security of our guests, we are unable

to…. however we can…
▪ May I put you on a brief hold?
▪ May I place you on hold?
▪ Would you like to leave a message?
▪ May I take a message for you?
▪ Would you care to leave a message for him/her?

▪ Goodbye
▪ Thank you very much!
▪ Have a wonderful day / evening!
▪ We look forward to welcoming you back to Shangri-La (when

appropriate).

Additional positive and professional phrases:
• How can we help you?
• May I assist you with …?
• Welcome to Shangri-La
• Are you joining us for dinner tonight?
• May I give you directions?
• Do you need assistance with transportation?
• May I offer any additional assistance?
• I am happy to help / assist you.
• When appropriate add “for you” the end of any sentence (before name): I would be
happy to take care of that for you, Ms. Smith.

Additional phrases / verbiage to avoid:
• Never start a sentence with the word “no”
• But: avoid using “but” and instead separate the sentences or, if you must, use “however”
instead.
• Problem: the problem with the…
• Immediately, right away, in a sec… These words send a message to the guest that
whatever you are promising is going to happen right now. You know you can’t get it done
right now. Don’t set yourself up for failure! Instead, let them know you are happy to take
care of that for them and give them a realistic time frame for when it will be completed: I
will be happy to check if we have any availability at that time, Mr. Johnson. Allow me to
check our reservations, and I will call you back within 10 minutes.
• As soon as possible: When is this exactly? That is what the guest will be asking or
expecting to know. Instead offer a reasonable time frame: …within 5 minutes, before 3
p.m., by the close of today, within 30 minutes*
* When you offer a time frame to a guest you must adhere to it or contact the guest with
any adjustments or delays and then offer a revised timeframe.

Welcome to Conci

Shangri-La Hot

ierge

tel at the Shard

A warm welcome to Concierge team!

We are very excited to have you on board in our team, w
through your journey with us.
We are aiming to keep delighting the guests by offering a
Also, we are focusing on First and Last Impression for ou
first class.
I hope this welcome package will help you guide through
you might need whilst you're on duty.

To start with, let’s get to know your managers:

Eiji Tanaka, Head Concierge
Eiji has started his carrier in hospitality
industry in 2000 at Montcalm Hotel Nikko
when he joined as internship scheme as a
luggage porter for his education program.
After spending some years in Front Desk, he
moved back as a concierge and soon he
carried on his concierge role in
Intercontinental London Park Lane from 2006
until he had been promoted to Senior
Concierge. Eiji joined Shangri-La Hotel in
February 2015.

Shangri-La Hot

wishing all the best to develop and enjoy yourself

a sincerity service with our own unique touch.
ur guests it is critical that our teamwork need to be in

h our philosophy and some useful information which

Andrius Petrucenia,Assistant
Head Concierge
Andrius has worked in the
Hospitality Industry for well over
11 years. He started as a Linen
Porter and worked his way up to
Head Concierge whilst working for
Hotels such as the Hilton Hyde
Park, Millennium Gloucester, Park
Plaza Westminster Bridge, Park
Plaza Sherlock Holmes hotel.
Andrius joined Shangri-La Hotel in
June of 2017

tel at the Shard

Shangri-La Hot

tel at the Shard

Facts about
Hotel,At T
Lond

Shangri-La Hot

Shangri-La
The Shard,
don

tel at the Shard

Interesting facts

• The tallest habitable structure in western Europ
309.6 metres, or 1,016 feet.

• Although 95 stories high, the highest habitable flo
of The Shard”, which is 244 metres (800 feet) hig

• The Shard occupies over 30 acres of space, deve
ft.

• During the peak construction phase, 1,450 const
representing 60 nationalities.

• The entire building is served by 44 lifts, some of
• Glazing, by number of individual panels: 11,000
• Total length of wiring: 320 km/200 miles – the di
• Total length of pipework: 60 km/38 miles.
• The upper viewing gallery, on level 72, offers view

km (35 miles) in each direction – from Heathrow
other public viewing space in London offers view
• Window Cleaning :The glazed façade incorporat
over garage doors. From these openings cradles
stainless-steel tubes to facilitate not only window
uppermost windows are cleaned by abseilers – a

Shangri-La Hot

about The Shard

pe, rises to a height of almost a third of a kilometer:

oor is level 72, the upper viewing gallery “ The View
gh.
eloped on 1 acre of land, approximately 1.2 million sq

truction workers were employed on site,

which are double decker.

istance from London to Paris

ws that, on a clear day, extend to approximately 55
w to the west to the Thames estuary in the east. No
ws over such distances.
tes a number of elements that operate like up-and-
are released, and are guided down the building on
w cleaning, but also external maintenance.The
a job that requires a good head for heights!

tel at the Shard

Concierge Department

The following key guidelines will allow you to carr
1) Always prioritise the guest. Guests are the ce

satisfaction will ensure we keep receiving exc
2) Lobby coverage. It is imperative the hotel lob

are not engaged with another guest request o
you offer lobby presence and engage with gu
3) Be vigilant and aware of your surroundings a
hotel and we need to ensure we inform secur
suspicious behaviour.
4) Track your luggage deliveries and retrievals.
all the luggage deliveries you have conducted
have a record in case there are any discrepan
5) Respect each other. We are a strong-team wh
single guest. By respecting each other, we en
environment for colleagues and guests.

Shangri-La Hot