Shangri-La Hotels

1. What are the key features of the culture at Shangri-La Hotels? How important is the culture in the company’s success? Explain. What impact do the company’s mission statement and the Shangri-LaCare program have on the company’s culture?
This culture is very important becouse is the couse of its success, is a distinctive because the Asiatic culture permeates the Hotel. The started mission isto ''delight customers each and every time'' and the core of the Shangri-La brand is based on offering customers an unforgettable experience by blending local cultures, exotic art, and lively ambience.With its Asian fundations, ''Shangri-La Hospitality'' was built arround five core principles: respect, humility, courtesy, helpfulnes and sincerity. This principles affected everithing from staffingand amenities to customer-employee interactions. In addition, service principles meant different things to different customers in different markets, for this reason, the try to adapt the services allthe manners, for instance: in Thailand is very normal for a service employee to serve your tea or coffe on one knee but not in Philippines.They want to be individualiste in each of them cities butstill mantain them strong brand integrity.Program Shangri-La Care and all its modules have served to further improve service to customers respect, make them feel special every time they come, thusmaintaining their loyalty, fixing bugs and apologizing. therefore it is an improvement of the culture of the hotels and resorts, becouse it makes increase their distinction.
2. How important are thecompany’s training and Shangri-La Care program to its success? What is your assessment of Shangri-La’s compensation policies and career growth effort? What pluses and minuses do you see?Give employeestraining, serves to unify the service and its features, is also useful to avoid problems face the public, so the company offers some courses for employees, to give the best customer service and to...