Assessment Front Sheet

Produce complex written business documents

Assessment Title
Qualification Module Code and title
Advance Diploma in Business HP7547
Communication: Business Communication

Student ID Assessor’s Name

02001034
Ms. Ama De Silva

Cohort Submitted on
Sp21 2nd, SU21, SU21 2nd, 19/01/2022
FA21

No. Learning Outcome Task no

2 Produce complex written business documents 1

Learner Declaration

I certify that the work submitted for this Assessment is my own and research sources are
fully acknowledge.

Student Signature:…Isuru Upadya Epage… Date:..19/01/2022...

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Table of Contents
Pg. No

1. Introduction 03

2. Website 04

3. Social media platforms 05

3.1 Facebook 05

3.2 Twitter 05

3.3 Instagram 05

3.4 YouTube 06

3.5 Apps 06

3.6 Feedbacks 06

4. Email Newsletters. 07

5. Web presence. 07

6. Blog. 08

7. Conclusion. 08

8. Recommendations 08

9. References. 09

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 1. Introduction

Shangri-La Hotels and Resorts, a luxury hotel brand administered by Shangri-La International
Hotel Management Limited a multinational hospitality company based in Hong Kong China
owned by Kerry Properties. It was founded by Robert Kuok, a Malaysian tycoon in 1971, as of
now the brand has established worldwide over 100 luxury hotels and resort under its name with
over 40,000 rooms, located in Asia, North America, Europe, Middle East, Australia and Africa.

Shangri-La hotels has launched two 5 Star Hotels in Sri Lanka, and they have brought a global,
futuristic culture, premium luxury standards and have set a very high bar to the quality of the
Hospitality industry in Sri Lanka. Shangri-La Colombo was launched in November 2017 along
with the biggest ever shopping experience, Shangri-La’s One Galle Face mall.

The brand was first launched in Sri Lanka was in June 2016, Shangri-La Hambantota Golf
Resort & Spa with the first ever 18-hole Golf Course. One of the main features is their very
own, very Special CHI Ayurveda Spa with the partnership of The Siddhalepa Group, South East
Asia’s famous Ayurveda Healing Centre. The Spa is offering ancient healing remedies and
healing therapy including Aromatherapy among other popular and unique techniques.

Since Dot’s Soap and Candles is specially an Aromatherapy based small business who poses the
potential of growth and uniqueness, the learner believes comparing notes and studying the
Island’s one of the most reputed Similar Business would be an opportunity to successfully
analyze and understand the uses of an official website, social media and more online marketing
methods.

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2. Website.

A website is a collection of webpages launched kn the internet with content related to the
reason of its launch where there are links to click and move from one webpage to another on
the same website, published under a single domain name consisting information.

Shangri-La Hotel has a very well structured, user friendly, highly professional Website,
where they have linked webpages to all the hotels located in everywhere in the world.
Shangri-La Hambantoto can be visited separately by
https://www.shangri-la.com/hambantota/shangrila/ and also by their main website
https://www.shangri-la.com/ shown as below.

Shangri-La Hambantota Website has given convincing information regarding the

background of the hotel, the rooms can be chosen, the recreational facilities, popular
locations surrounding the hotel, where to go and what to do and about the premium
experience one can expect from by visiting the hotel in a marketing point of view.
The website is offering the customer to book the Hotel rooms, golf courses and spa
treatments, by providing data on discounts and prices. And they have provided the QR code
to download the Hotel Chain’s app which also provides an insight to the hotel and booking
facilities.

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Furthermore the website has given the links to their social media, Facebook, Instagram,
Twitter, YouTube, for social media marketing.

3. Social Media Platforms.

3.1 Facebook

Shangri-La hotel Hambantota is maintaining a highly active Facebook page, gaining

47,400 followers. The Facebook page has provided with their messenger account and
e-mail address to contact them online.
The Facebook page https://m.facebook.com/ShangriLaCIns, has made a place to
share information on updates, new packages, deals and to join with the community
by greeting them on special occasions. FB page is an opportunity to the customers to
ask questions, to express their opinions and a great platform to respond to feedbacks.

3.2 Twitter

Shangri-La Hambantota has been maintaining an official Twitter account -

https://mobile.twitter.com/shangriYouTu, since February 2016, Four months before
their opening in June 2016 to spread word about their arrival and make a ruse among
potential customers using hashtags such as, #ShangriLaHambantota #GolfMemories
#MyShangriLa #SpaDay as such.
Its receiving the full potential of Twitter to find out about travel trends and prepare
before hand, also to communicate with the customers through responding to posts.

3.3 Instagram

Shangri-La Hambantota has a very proactive Instagram presence. Their Instagram

page - https://www.instagram.com/shangrilahambantota/?hl=en has over 4,331 posts
by people all around the world visited the hotel with the hashtag of
#shangrilahambantota. The hotel is posting on their page on a usual daily basis,
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 running promos, introducing seasonal packages, interacting with customers etc.

As Instagram is highly popular among the youth, Its highly effective in attracting the
younger target audiences with glamorous posts, and build brand awareness and boost
the customer reach by more percentage than any other social media platform.

3.4 YouTube

Shangri-La Hambantota is maintaining a highly effective Vlog via YouTube.

Alluring patrons old and new in less than 5 minutes by exhibiting the glamour behind
the doors of the luxurious hotel.
Shangri-La’s YouTube channel -
https://youtube.com/channel/UCBB1fkItN2GbP0rUvIgpUdw, provide the customers
a short video and an insight on what to expect, which is a great way to attract
customers.

3.5 Apps

The Shangri-La Hotel has an official software application (app) which can be
downloaded via Google Play or Apple Store, they have provided the links (Google
Play Store - https://play.google.com/store/apps/details?id=com.shangri_la) and QR
Code to download the app. Its offering features such as online bookings, redeeming
rewards, mobile check in and out for their Golden Circle Members,

Although many have reviewed as the app is not functioning properly, as a

multinational luxury hotel brand maintaining a personal app will boost their brand
name by giving them a very independent identity.

3.6 Feedback

Feedback is highly important when engaging with customers in online platforms.

Responding to compliments is much as important as Responding to negative
comments as both leads to maintaining good public relations.
Popular 3rd party booking websites as Trip advisor or Booking.com generates a heavy
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 load of customers on a daily basis. Responding to the reviews of theses platforms are
highly important as potential customers tend to read comments before making a
purchasing decision.

4. Email Newsletter

Shangri-La Hambantota has provided their e-mail address on their website as well as
their Facebook page. Moreover they do have newsletter on Shangri-La Colombo
website. Furthermore once you visited the hotels, subscribe to their channels or follow
them on social media the hotel sends news, updates, offers and greetings visa e-mail.
Email is a great way to build a personal relationship with the customers and highly
effecting to retain and provide aftercare for regular and new customers.

5. Web Presence

Shangri-La hotels in Sri Lanka are one of the most visited foreigners and locals
hospitality providers in the country. The hotel has a great web presence among
competitors as many locals and foreigners search about the hotel on a daily basis.

Shangri-La Hotel is coming in number 4 when you type “Shangr” on google.

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6. Blog

Shangri-La Hotel chain is maintaining a blog for careers in their chain and hospitality
industry. Although they do not have separate blogs for each and every hotel they own.
However having a blog may help increase ranking of the hotel on google and other web
servers.

7. Conclusion

Considering all the mentioned information on Shangri-La Hambantota, as a resort hotel

they are maintaining a high active online presence on social media such as Facebook,
Twitter, Instagram, YouTube and other mediums such as blogs and etc. Also Shangri-La
Hambantota has a considerably good amount of web presence though it’s a resort hotel
and when compared with other resorts in Sri Lanka. With all the above Shangri-La has
been able to expand their market reach, spread brand awareness and brand recognition
internationally and locally.
Hence no doubt on their immense growth in such a short period of 6 years.
Arguably social media has become a massive source of marketing. And a most important
Public relation and a marketing tool for a business in the hospitality industry which
broaden the advantages, benefits and social impact for a hospitality entity to be strong,
sustainable while constantly developing and retaining in the business.

8. Recommendations

Shangri-La Hotels as a massive hospitality chain is maintaining highly active1 and

functional social media platforms, blogs, vlogs, newsletters etc. However as a brand of
the chain, Shangri-La Hambantota has much space for improvements and additions.
Example; Official blog, newsletter.
Common trend is to shoot glamourous insights behind scene by the use of drone
technology. Which allows to see the beauty of the hotel through a bird’s eye, virtually it
significate freedom, such campaign would allow to see the unseen and a great
opportunity to showcase highlights lf the location.
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9. References.

Martin Roll. (2017). Shangri-La Hotels and Resorts – Bringing Asian Hospitality To The
World. Martin Roll. Available at: https://martinroll.com/resources/articles/asia/shangri-
la-hotels-resorts-bringing-asian-hospitality-to-the-world/ (Accessed 19th January 2022)

National Geographic. (2012). Where is Shangri-La. National Geographic Blog.

Available at: https://www.google.com/amp/s/api.nationalgeographic.com/distribution/
public/amp/travel/article/where-is-shangri-la (Accessed 19th January 2022)

Dhiram Shah. (2018). Review: Shangri-La Hambantota – A luxurious vastness of

discovery and Sri Lankan pride. Luxury Launches Blog. Available at:
https://luxurylaunches.com/review/shangri-la-hambantota-resort-review.php. (Accessed
19th January 2022)

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