Shangri-La Hotel

Topics: Hotel, Rooms, Hotels Pages: 6 (1692 words) Published: May 29, 2012
Introduction and Overview
“The Shangri-la" is the brand of limited-company Shangri-la (Asia) Co., LTD in Hong Kong, this company belongs to the famous Chinese businessman--"The candy king" Robert Kuok ‘s Kuok Group in Malaysia. The story of Shangri-La Hotels and Resorts began in 1971 when a deluxe hotel was founded in the city of Singapore. Today, Hong Kong-based Shangri-La Hotels and Resorts is the largest Asian-based deluxe hotel group in the region. And it is regarded as one of the world's finest hotel management companies, garnering international awards and recognition from prestigious publications and industry partners. Their chain comprises 49 deluxe hotels and resorts in key cities of Asia and the Middle East and most sought-after leisure destinations. Seven of these are Traders Hotels, the sister brand established in 1989 to deliver high value, mid-range, quality accommodation to the business traveler. This report introduces Shangri-La Hotels, description Shangri-La Hotels’ service delivery facility, analysis of service performance and gives some recommendations for possible improvements to the service performance.

Observations made at service delivery facility
Business premise as “stage”

The Sungari-la hotel owns 28 floors; the floor has 140 meters tall. It has 705 deluxe guest rooms. When we enter the hotel, there has soft carpet and the marble inside. It gives people an elegant feeling. Light are bright. The front desk service personnel all wear smiles and wear clean clothes. And their services are very enthusiastic. There has a place to provide umbrella. It’s very convenient for people to travel. Every floor has plants and fish. It gives people pure and fresh feeling. Specially, it provides Riverview rooms-has well and wide vision. Service facilities

Room Facilities
Shangri-la hotel use the advance service and high-quality, high-technology facilities to create a better environment to the consumer. The facilities includes as follow: -24 hours room service
-Central air conditioning
-24 hours hot water
-Free wash gargle
-Free machine phone
-Liquid crystal TV
-Wireless network and free WIFI
Business Facilities
-Meeting room: Corporate guests in Doha for business appreciate the wireless internet, business centre and panoramic meeting room. -Business centre: ①Top-floor conference room for 30 to 60 people, with panoramic views and brand new meeting equipment.           ②It also provides the place to businessman to work. -Multilingual guest relations staff

Basic Service facilities
-Reservation rooms (exclusively for guests)
-Airport transfers
-24-hour reception, security and concierge
-Parking: ①Secure underground private car park .
      ②Taxi and chauffeur services
-Babysitting service
-Foreign currency exchange
-Laundry service: Laundry and dry-cleaning
-Medical centre: It provide the basic medical medicine and emergency medicine -Services for business travellers
-Shopping mall: You can buy many kinds of food, drinks and basic living goods. You also can buy luxury stuff if you want. Entertainment facilities
-VIP club
-Swimming pool
People can work out in the gym, relax in the sauna or swim in the rooftop pool. -Playroom: It includes Massage room, chess room, and billiard room. Catering facilities
-Chinese& Western restaurant: The restaurant serving breakfast, lunch and dinner. -Coffee shop: Café serving drinks and snacks throughout the day -Bar: It provides wine, soft drinks and dessert. It’s a good place to make family party. Safety facilities

Prevent customer from thief. Try the best to protect and ensure the customer’s property. -24 hours security patrols
-Fire emergency (call 119)
-24 hours monitoring camera
-Watch vehicle, check car come in or come out
Service delivery process
Sungari-la has a complete set of service process and service facility is perfect. First, when customer booking a room, the hotel personnel...
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