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Shangri-La Care

With a commitment to highly personalised guest service, Shangri-La hires for attitude and trains for skills. Our acclaimed training programme, Shangri-La Care, is divided into four modules and, in line with the group's strategic plan to be an industry leader, all members of staff undergo the modules within six months of joining the group.

Shangri-La Care is a living culture within the group, strongly supported by the top management and continuously cascaded through the organisation. All hotels are required to allocate a specific budget for training and development, and the general manager is personally responsible for ensuring that all the allocated funds are spent year after year.
Shangri-La Care Modules
Shang Care 1
Module 1: Shangri-La Hospitality from Caring People
Launched in 1996

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 imbues the value of 'Pride Without Arrogance' as the service hallmark.
Shang Care 2
Module 2: Delighting Customers
Launched in 1998

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 recognising the guest's individual needs.
Shang Care 3
Module 3: Recover to Gain Loyalty
Launched in 2003

Highlights the importance of recovery when a mistake is made. When recovery is done well, it may be an opportunity to gain further commitment and loyalty but if there is no or poor recovery the lifetime value of the guest is lost in addition to at least 25 others who may hear of the incident through word of mouth. The module teaches the five steps to recovery - Listen, Apologise, Fix the Problem, Delight - the Extra Mile and Follow Up.
Shang Care 4
Module 4: Take Ownersip
Launched in 2005

Addresses the importance of our employees taking ownership - to show care for our customers, colleagues and company. The driver of ownership is "SELF", which means S - Show commitment, E - Eager to take initiative, L - Lead ourselves and F - Filled with passion. This module attempts to create in our employees the mind-set to live in an environment that is filled with Care for guests, Compassion for colleagues and Pride in our Company.