Hotels. Shangri-La takes culture outside.

FOXTROTS 

Fox – sly.  Trots – left-leaning (Trotsky) plus its more insalubrious meaning.  Foxtrots – leading the industry in a dance. 

 

2007 January 01

 

 

Hotels. Shangri-La takes culture outside.

The Shangri-La group says it plans to establish ‘brand leadership’ in the locations outside
Asia where it is now adding hotels. 

 

Its first move was into Sydney where it took over an existing hotel, refurbished it, established what the company calls “the Shangri-La culture”, and the hotel now claims to be the rate leader (in terms of revenue-per-available-room) in the city. 

 

The company does things differently. Among these, it says, it aims to create a “belongingness” and pride among staff, so they learn (“as with Singapore Airlines”) how to serve, and more – such as making eye contact. 

 

SL aims to have concern for the expectations of the hotel owner, and to balance the needs of brand and needs of owner. The fact that it is also an owner/operator helps it to understand that better, making for a more harmonious relationship.  

 

SL believes it is possible to do same in
Europe and
North America. One way is for staff to work in its hotels in
Asia. Some are already there, are more are going.