Case Study Of Shanhangri-La's Internal Communications

1a) The gap identified with regards to the employee management is communication gap, which means that there is a gap between service delivery (i.e. how Shangri-La treats its internal customers), and Shangri-La’s external communications to potential internal customers in the recruitment process. For this question, customers refer to internal customers (employees). There is a clear ineffective management of customer expectations, where the communications by Shangri-La is not only missing the mark of consumer’s expectations in terms of pay level, but also, by not educating customers about the exact requirements of the job description and specifications, there was a mismatch of skills when it came down to employee selection.

External communication
If Shangri-La gives the HR team that does job postings adequate information, tools and skills, they will be able to successfully gain the right traction to the interviews. This can be done through better downward communication. The HR department should show the hiring departments the relevant company’s marketing communication before it is published on the website. In addition, more horizontal communication is required. The goal of HR is to fill the manpower gaps in the company. However, for the relevant hiring departments, what they need in addition, are talents who “had the right attitude and the ability to fit in [Shangri-La].” Therefore, there needs to be coordination between the HR department doing recruitment marketing and the rest of the company, so that the communications out of the company accurately reflect the requirements of each job. Featuring actual employees sharing their experience in Shangri-La Bosphorus is one method Shangri-La can adopt to reduce the intangibility of the recruitment process.

Lastly, Shangri-La can leverage on the aggressive word-of-mouth phenomenon that is already happening. “So even if it was a person I had interviewed and rejected, this person too would probably send me somebody else’s resume to consider.” With proper customer education during the interview, applicants are able to better understand the job requirements of Shangri-La, and would thus be a better medium to communicate the relevant information to their friends and family members. This way, a more accurate channel is