Shangri-La's employee was to develop local talent to world class expectations. the company had already launched its culture training program, Shangri-La care, in 1996 to ensure that each global employee delivered service "the Shangri-La Way"
Care module 1 : Shangri-La Hospitality from Caring. People
Addresses how to make our guests feel special and important by focusing on the five core values of Shangri-La
Hospitality : Respect, Humility, Courtesy, Helpfulness and Sincerity. It also imbue the value of "Pride without Arrogance" as the service hallmark
Care module 2 : Delighting Customers
Focuses on the importance of guest loyalty and how it can only be achieved by delighting our guests not just the first time but every single time. Employees must be guest obsessed, doing more for guests by "going the extra mile," being flexible and never saying no, anticipating and responding quickly, and recognizing the guest's individual needs
Care module 3 : Recover to gain loyalty