Shangri-la hotels and resorts achieving service leadership

Situation Review: Shangri-la Hotels and Resorts – Achieving Service Leadership &mdash Presentation Transcript

1. Shangri-La Hotels and Resorts – Achieving Service Leadership Situation Presentation

2. Situation Details &bull Shangri-La 2000 Proper Plan (Phase I)

3. Situation Details &bull Shangri-La 2000 Proper Plan (Phase 2)

4. Processes &bull Shangri-La 2000 Development – Determining Core Values and Guiding Concepts – Corporate Vision, Business Processes and gratifaction Dimensions – Taking Input from GM of Hotels – Rounding from the Formulation Process

5. Processes &bull Shangri-La Corporate-wide Roll-Out – Communication Approach (cascading down approach) – Process Improvement – Common budgeting process – Alignment Survey

6. Analysis (SL-Kowloon) &bull Insufficient business temp. check – There is a doubt around the commitment from the management because of different reasons – &ldquoIf it ain’t broke, don’t repair it&rdquo attitude from the tenured employees – Low feeling of emergency because of high growth throughout time of implementation and SLA-Kowloon continues to be on the growth mode since its founding

7. Analysis (SL-Kowloon) &bull The procedure begins with values/guideline rather than the vision &bull Weak or insufficient enablement training – For managers, from operations-centric to proper focus – Assigning a specific task may require some prior preparation (objectives, abilities, tools, buy-in, etc.) – Decision-making is difficult to build up and could take some encounters prior to the individual is ready

8. Analysis (SL-Kowloon) &bull Did they implement customer, people and process & technology formula? – &ldquoDo more, with Less&rdquo – Challenges to maintain the momentum – financial constraints in comparison to the no. of activities to become performed

9. Training Learned &bull Development to Implementation was too lengthy (’94-’96) – Momentum could be lost – did they evaluate it modifying towards the change of occasions? – Implementation required longer – The formula they developed wasn’t apparent around the situation when they implemented it or otherwise

10. Training Learned &bull &ldquoDo more, with Less&rdquo – requires a balanced exercise &bull Did not think about the feedback from the tenured employees – normally this specific worker segment is resistant against changes

11. Training Learned &bull Maintaining the momentum – Champion rapid wins from the initiative – Always communicate the objectives before the employees completely understand it – 360-feedback to obtain a temperature check

12. Change Management Frameworks

13. Sources &bull McKinsey’s 7s &bull Controlling business changes &bull Shangri-La Abu Dhabi &bull Shangri-La Logo design &bull Goal Logo design

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Oberoi hotels and resorts mumbai

The Oberoi, Mumbai

Situated within the city’s prime business and shopping district of Nariman Point, The Oberoi, Mumbai continues to be completely remodeled to become the best place to go for contemporary style and luxury within the city. Looking over the sea, your accommodation welcomes you with space and tranquility. Luxuriously hired guestrooms happen to be thoroughly planned with a number of innovative features while using most advanced technology.

The Oberoi, Mumbai is situated on Marine Drive, the famous boulevard across the coast in South Mumbai. An hour’s drive in the airport terminal and just minutes from the business, financial and entertainment districts, your accommodation can also be well situated to go to the city’s tourist points of interest.

Your accommodation provides a wealthy number of dining encounters varying from an all day long dining restaurant serving global cuisine, for an Italian Restaurant along with a signature Indian restaurant underneath the direction of the Michelin starred chef.

A perfect place for business conferences and conferences in Mumbai, venues vary from private meeting rooms in the 24-hrs Business Center towards the conference rooms on top floor from the hotel offering sweeping sights from the sea.

Leisure facilities have an outside heated pool, an exercise center along with a full service Oberoi Health spa. The Health spa and also the Fitness Center are open 24 hrs.

Accompanied by Oberoi Hotels’ legendary service shipped by caring staff, The Oberoi, Mumbai is the perfect hotel for discerning business and leisure vacationers.

Hotel facilities

• Wi-fi access in most rooms and public areas
• Condition from the art 24-hour Business Center
• 24 hrs Oberoi Health spa
• 24 hrs Fitness Center
• 24 hrs in room dining
• 24 hrs personal butler service
• 24 hrs Concierge
• Conferences and Conference facilities
• Luxury retail arcade
• Outside heated pool
• Beauty parlour
• 24 Hrs laundry service
• Baby sitting
• Valet
• Electronic safe deposit box in most rooms
• Room for visitors with special needs
• Extensive Security and safety plans

Location & access

Your accommodation is situated in the middle of Mumbai’s business district and shut to South Mumbai’s shopping and entertainment areas. Situated at Nariman Point in the finish of Marine Drive, Mumbai’s Stock Market, Government offices and National Center of Carrying out Arts are only a couple of minute’s walk.

By air

Most major worldwide locations and capital metropolitan areas are connected by direct plane tickets to Mumbai’s Chhatrapati Shivaji Airport terminal (Airport terminal code BOM). All domestic air carriers, for example Jet Airways, Kingfisher Air carriers and Indian Air carriers, connect Mumbai to special metropolitan areas for example New Delhi, Bangalore, Chennai and Kolkata with multiple daily plane tickets.

The Oberoi is situated forty-five minutes in the Airport Terminal and half an hour in the Domestic Airport terminal. Adding the brand new Bandra – Worli Sealink bridge have introduced South and north Mumbai much closer.

By road

Mumbai includes a good network of streets and freeways hooking up it to any or all areas. The famous beaches of Goa are often accessible by scenic streets.

By rail

Mumbai is well connected by rail all areas. The railway station is situated within 15-20 minutes driving time in the hotel.

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