TASK

PERFORMANCE

Shangri-La Hotel

Submitted by:

ZABALA, KYLLE

MANALAYSAY, PITCHIE

MORANDARTE, JOSHUA

DELA CRUZ, GILLIANE

Submitted to:
MR. TIMOTHY CLEMENTE
 I. Identify an international or a culturally diverse tourism and hospitality enterprise within the
Philippines (preferably in your region) where you can gather or research information online
regarding the following:

Coaching

Coaching program in Shangri La Hotel takes a fully different approach. One of their keys to success is
coaching relationship is collaboration. It helps to teach staff members customer service skills, and it can
increase the quality of team collaboration. The coach is not acting in an authoritarian manner but
collaborating with the employee to identify, target, and plan for performance improvement. One of the
steps of the hotel in coaching programs they treat the guests as their own. Shangri La has a strong
coaching culture enjoy employees who express greater job satisfaction. This is where managers and
employees build stronger relationships through their coaching conversations.

Cultural Orientations Framework

Sense of Responsibility

 Harmony- Employees also have a role to play in creating workplace harmony, by doing their jobs
to the best of their ability, showing commitment to their work. Positive reinforcement is a
simple and effective way to lay the foundations of a harmonious working environment. Learn to
motivate, listen to ideas and appreciate little things.
 Humility- it is one of the most powerful and important attributes of growth in a workplace.
Being humble helps to build trust and facilitates learning, which are key aspects of leadership
and personal development.
Time Management Approaches

 Monochronic- The monochronic individual believes in finishing one task at a time. To apply this
approach, you should know how to value time. Time shouldn’t be wasted and sticking to one
task at a time ensures that it’s well-managed.
 Polychronic-The individuals thrive on carrying out more than one task at the same time. A
polychronic cultures value interpersonal relationships. In order to be a polychronic person, you
should do more than one task at the same time as long as they can be executed together
Definition of Identity and Purpose

 Doing- In everything that we do we should know and focus on our accomplishments.

 Collectivist- Being a collectivist focus on how you and your team achieve your goals. Having a
stronger relationship group is important in these societies and people may sacrifice their
happiness or time for the benefit of someone else.
Organizational Arrangements

 Change - Change is important for any organization it makes you more flexible, more
understanding and prepares you for the future. It will encourage you to progress, external
change will give you the experience and drive to push forward.
 Competitive- For us to be more competitive we should work very hard, fosters personal
development.
Notions of territory and Boundaries

Protective – It is about keeping one personal’s life. As a part of a workplace, we should respect
each other’s life.
 Sharing- to share our ideas or to interact with everyone you should build a good relationship
first.
Communication Process

 Direct – get one’s point directly clearly avoid offending someone

 Indirect- more at risks understanding during a conflict.

Modes of thinking

 Deductive- It moves from generalized principles that are known to be true to a true and specific
conclusion
 Inductive- It moves from specific observations to broad generalizations. It starts with
experiences, concrete solutions

Universal Integrated Framework (UIF)

Continuous Professional Development

Under Shangri-La Group founder's visionary leadership, the Group quickly expanded into new territories
and other emerging markets in Asia. This strong pioneering spirit is now deeply entrenched in the way
their leaders operate and make business decisions. Their leadership team brings a wealth of experience
and expertise from different industries to chart new frontiers for the group. They adopt a disciplined
approach as part of an enterprise-wide risk management and governance framework.

Example: Their leaders are committed to taking a long-term view. Besides developing talent and
capabilities within the company, they are driven to build an organization that works to benefit and serve
the people and communities where they operate.

Appreciation of Cultural Environment

It is in their nature to look after people, to anticipate their needs and to care for them. They value the
deep bonds and emotional connections they have with their guests and colleagues. These ties and the
strong sense of belonging continue to bring people back to them time and again. Their culture of
thoughtful service is embodied in their people as they engage and interact with customers and with
each other every day. They know instinctively what it means to delight their guests and to deliver
hospitality from the heart. Not only are they motivated to give of their best, they bring the Shangri-La
magic to life. They owe their success to the dedication and commitment of their people. Their
authenticity and passion to serve their customers and to relate on a personal level have made them an
undisputed leader in Asian hospitality.
Example: As they expand their footprint and grow as a company, they are committed to bring value to
their people by realizing their potential. They aim to work together with them to fulfil their professional
aspirations along every step of their career.

Coach-Coaches Fluidity

As one of the leading employers in the hospitality industry, they provide numerous learning
opportunities through their global network to support their people’s career growth. They believe in
nurturing talents and grooming leaders by providing a conducive working environment to foster a strong
learning culture. Their Leadership Development programmed offers a blend of experiential learning on
the job and includes online learning and exposure to different Group functions.

Example: By working in another city or country, their people can share their expertise, pick up new skills
and make new friends. These are all invaluable for personal and professional growth.

Cross-Cultural Emotional Intelligence

Social Competence - As an integral member of the local community, they proactively engage their
stakeholders to understand their needs and to create a greater sense of shared value and ownership.
They are committed to helping advance and positively impact the lives of the people and communities
where they operate. They aim to contribute to the social and economic development of local
communities by providing employment and training opportunities.

Example: They provide people with disabilities (PWD) opportunities for upward mobility. They actively
work with at risk communities to offer training for low-income families to improve their livelihood.

Communication Methods and Feedback Mechanism

At Shangri-La, every colleague is integral to delighting their guests each and every time. Without

their employees, they will not be able to deliver on their brand manifesto - “hospitality from the heart.”
Shangri-La value the unique feedback they provide and engage them especially in improving their
internal processes. The Staff Opinion Survey (SOS) has been in place since 1996, and in 2010, the group
launched its first online version to better facilitate anonymity and efficiency of results. Translated in 11
languages, the SOS yielded a successful 97% participation rate. Shangri-La 's employees presented an
overall satisfaction and

commitment at 75% in 2010 compared to 70% in 2009. 95% of the respondents said they are proud to
be associated with the Shangri-La family. 85% would recommend Shangri-La as a good company to work
for. 82% of the respondents stated they were confident they could achieve their personal career
objectives with Shangri-La. 81% of the respondents stated they felt Shangri-La genuinely cares for its
people.

There are a number of other avenues their employees can utilize to provide feedback. They can raise
suggestions for internal processes, improvement in work flows and ideas for service through the “E-
Voice” program. They can also ask questions about issues in the business or concerns with the
management, anonymously if they wish, through the “Speak Up” program; sit down personally with the
hotel management in the Excom Dialogues or listen to the State of the Hotel Addresses, done at least
twice yearly in every hotel.

It is a well-known management catchphrase to “treat your employees exactly as you want them to treat
your best customers”. Being more than just a catchphrase, Shangri-La understands the results that can
be reaped from this principle, and actively applies it. The brand used its new communication platform
described above to inspire, instruct and guide behavior of all its employees. Staff training was aligned
around a brand manifesto printed in a pocket book to ensure they delivered an exceptional culture of
warm hospitality. Upon joining Shangri-La, employees are educated on the brand’s mission statement,
guiding principles and core values – which are Courtesy, Humility, Sincerity, Helpfulness and Selflessness.
Moving forward, Shangri-La can continue using campaign advertising as its main communication
medium, but it needs to think of how to engage its target consumers better especially as society gets
increasingly digital. The group has made a good move to launch an app to allow its employees to gain
information and give feedback instantaneously during their stay.

Shangri-La treats guest not as king but as kin, as family

Clearly, this shifted the facts of category conversation from generic luxury to values, where Shangri-La
showed tangible advantages and could inspire the ultimate guest touch point - the staff. They have
numerous programs to support employee development and leadership succession. They believe in
nurturing local talents and are open to listen to ideas and to act on feedback.

Respond to these processing questions as a conclusion:

Based on your findings, what are their cross-cultural and diversity coaching best practices that can be
adopted into the whole tourism and hospitality industry of the Philippines? Provide at least two (2)
examples.

Based on our findings, the cross cultural of the hotel is that they treat their guests as their own. By
having a cross cultural, it can build a good and healthy relationship, cultural sensitivity and cultural
awareness of cross-cultural competency are essential for hotel employees. The benefits of
understanding employee cross-cultural competency and strengthening team performance, which are
essential for improving the organizational effectiveness of multi- national hotel. Since the hotel
practicing and implementing cross cultural diversity, it has direct effect on team performance

How can this task performance benefit you in your future role in the industry and society? Cite at least
two (2) realizations or applications.

This task performance will benefit me in the near future because as part of this industry and as we live in
multicultural world, I realize that it is very important to learn and understand different cultures. By
learning and understanding different cultures you understand why people do things the way they do. It
is important to learn other culture it’s because it can prevent misunderstandings. I also realized that
Cross-cultural skills help people to understand more about themselves via learning about others.
Through cross cultural diversity, you’ll be able to express yourself with confidence and understand how
to be patient with other people who aren’t from a similar background. Also, it creates equal
opportunities and calls for fair judgement.