2.

1: BACKGROUND AND HISTORY

Hong Kong-based Shangri-La Hotels and Resorts is one of the world’s premier
hotel ownership and management companies. Shangri-La Hotels and Resorts is
the name of Shangri-La Asia Limited’s management arm.

The Kuok Group, a diversified and dynamic business conglomerate with origins
in Malaysia, has a major equity holding in Shangri-La Asia, which is listed on
the Hong Kong Stock Exchange. Established by Robert Kuok, the group’s
business operations span a range of activities and a number of countries in Asia.
In addition to hotels, the group’s portfolio also includes commodity trading,
real estate, beverages, logistics, shipping, edible oil refining and plantations.

Inspired by the legendary land featured in James Hilton’s novel Lost Horizon
published in 1933, the name Shangri-La encapsulates the serenity and service
for which Shangri-La is renowned worldwide. The group operates Shangri-La,
Kerry, Hotel Jen and Traders branded properties. Shangri-La properties are
primarily five-star deluxe city centre and resort hotels with the majority of the
city centre hotels having over 500 guestrooms, whereas the resort properties
tend to be smaller. Kerry Hotels are designed to appeal to business travellers
who prefer a vibrant and relaxed environment without compromising on service
or quality. The hotels are contemporary in style and provide a seamless link
between business, entertainment and recreation. Extensive leisure facilities
serve as a social hub for both hotel guests and the local community. Hotel Jen is
a diverse collection of hotels in the best locations across Asia Pacific, with a
unique brand of style and service delivery designed to appeal to a ‘New
Generation’ of travellers.

Shangri-La’s tradition of service excellence started with the opening of the

Shangri-La Hotel, Singapore in 1971. The hotel’s 15 acres of landscaped
gardens, beautifully appointed guest rooms and gracious Asian style set a new
standard for hotel excellence, which to this day continues to guide the group’s
design features.
Training is Shangri-La's top priority and significant resources are allocated
annually to ensure employees have the skills and knowledge to be the best in
their fields. This has earned the group international awards and recognition
from guests, prestigious magazines as well as industry partners and made
Shangri-La one of the preferred hotel employers, with around 42,000 people
serving guests with the philosophy “hospitality from the heart.”

Since its origin, the group has grown rapidly to satisfy the increased demand for
deluxe hotels and resorts in Asia Pacific's capital cities and most sought-after
leisure destinations. Today there are more than 95 properties, of which only 20
are third party management agreements, throughout Asia Pacific, Europe,
Indian Ocean, North America and the Middle East, representing a room
inventory of over 40,000. In addition, the group has a substantial development
pipeline with upcoming projects in Australia, mainland China, Cambodia,
Indonesia, Malaysia, Myanmar, Saudi Arabia and Sri Lanka.

Shangri-La also operates its own dedicated sales and marketing offices: Hong
Kong, Beijing, Shanghai, Guangzhou, Singapore, Tokyo, Seoul, London, Los
Angeles, New York, Sydney and Dubai. The group is linked to more than 30
frequent flyer programmes and has its own frequent guest recognition
programme – Golden Circle. The Golden Circle programme has been
acknowledged as being one of the best in the industry with over four million
current members.

The following is a brief chronology of the development of the hotel company:

1971 April Shangri-La Hotel, Singapore opens
(managed by Western International Hotels (now
Westin) until January 1983)

1979 Kuok Hotels established to manage three properties:-

Shangri-La's Rasa Sayang Resort & Spa

Golden Sands Resort

The Fijian

1981 April Kowloon Shangri-La opens

(managed by Western International Hotels (now
Westin) until April 1991)

1984 Shangri-La International Hotel Management Limited

assumes management of Shangri-La Hotel, Singapore

November Shangri-La Hotel, Hangzhou opens

1985 April Shangri-La Hotel, Kuala Lumpur opens

1986 March Shangri-La Hotel, Bangkok opens

April Shangri-La Hotel, Penang opens

(Rebranded as Traders Hotel, Penang in 2006 and
named as Hotel Jen, Penang in November 2014)
 October Shangri-La Hotel, Beijing opens

1988 December Shangri-La's Tanjung Aru Resort & Spa, Kota

Kinabalu opens

1990 July China World Hotel, Beijing opens

1991 March Island Shangri-La, Hong Kong opens

April Kowloon Shangri-La, Hong Kong

(Shangri-La assumes management)

1992 August Edsa Shangri-La, Manila opens

September Shangri-La Hotel, Shenzhen opens

1993 March Rasa Sentosa Resort, Singapore opens

(rebranded as Shangri-La’s Rasa Sentosa Resort &
Spa, Singapore in January 2011)

April Makati Shangri-La, Manila opens

October Shangri-La's Mactan Island Resort & Spa, Cebu opens

1994 March Shangri-La Hotel, Jakarta opens

March Shangri-La's Far Eastern Plaza Hotel, Taipei opens

1995 January Traders Hotel, Manila opens

(rebranded as Hotel Jen Manila in November 2014)

January Shangri-La Hotel, Surabaya opens

 April Traders Hotel, Singapore opens
(rebranded as Hotel Jen Singapore in September
2014)

1996 April Shangri-La Hotel, Beihai opens

June Shangri-La's Rasa Ria Resort & Spa, Kota Kinabalu

opens

August Traders Hotel, Shenyang opens

(rebranded as Hotel Jen Shenyang in March 2015)

August Shangri-La Hotel, Changchun opens

November Traders Hotel, Yangon opens

(rebranded as Sule Shangri-La, Yangon in April 2014)

1997 August Shangri-La Hotel, Qingdao opens

December Shangri-La Hotel, Dalian opens

1998 August Pudong Shangri-La, East Shanghai opens

1999 April Shangri-La Hotel, Wuhan opens

May Shangri-La Hotel, Harbin opens

August Shangri-La's Kerry Centre Hotel, Beijing opens

(rebranded as Kerry Hotel, Beijing in November
2011)

2003 July Shangri-La Hotel, Sydney opens with rebranding of

ANA Harbour Grand Hotel

July Shangri-La Hotel, Dubai opens

2004 August Shangri-La Hotel, The Marina, Cairns re-branding

2005 January Traders Fudu Hotel, Changzhou opens

January Shangri-La Hotel, Fuzhou opens

September Shangri-La's - Eros Hotel, New Delhi opens

2006 February Shangri-La's Barr Al Jissah Resort & Spa, Sultanate

of Oman opens

July Traders Hotel, Kuala Lumpur opens

July Shangri-La Hotel, Suzhou opens

2007 January Shangri-La Hotel, Guangzhou opens

May Shangri-La Hotel, Chengdu opens

August Shangri-La Hotel, Qaryat Al Beri Abu Dhabi opens

September Shangri-La Hotel, Huhhot opens

September Shangri-La Hotel, Xian opens

November Shangri-La Hotel, Baotou opens

December Shangri-La Hotel, Chiang Mai opens

2008 October Futian Shangri-La, Shenzhen opens

November Shangri-La's Far Eastern Plaza Hotel, Tainan opens

2009 January Shangri-La Hotel, Wenzhou opens

 January Shangri-La Hotel,Vancouver opens

March Shangri-La Hotel, Tokyo opens

March Shangri-La's Boracay Resort & Spa, Philippines opens

July Shangri-La’s Villingili Resort & Spa, Maldives opens

August Traders Hotel, Qaryat Al Beri, Abu Dhabi opens

August Shangri-La Hotel, Ningbo opens

2010 March Shangri-La Hotel, Guilin opens

August Traders Hotel, Hong Kong opens

(rebranded as Hotel Jen Hong Kong in October 2014)

August China World Summit Wing, Beijing opens

November Traders Hotel, Male, Maldives opens

(rebranded as Hotel Jen Male, Maldives in January
2015)

December Shangri-La Hotel, Paris opens

2011 February Kerry Hotel Pudong, Shanghai opens

April Shangri-La Hotel, Manzhouli opens

2012 August Traders Hotel, Brisbane opens

(Shangri-La assumes management in August 2012
Rebranded as Hotel Jen Brisbane in October 2014)

October Shangri-La Hotel, Toronto opens

 October Shangri-La Hotel, Changzhou opens

November Shangri-La Hotel, Haikou opens

December Shangri-La Hotel, Yangzhou opens

2013 May Shangri-La Bosphorus, Istanbul opens

June Traders Hotel, Puteri Harbour, Johor, Malaysia

opens
(rebranded as Hotel Jen Puteri Harbour, Johor in April
2015)

June Jing An Shangri-La, West Shanghai opens

August Shangri-La Hotel, Qufu opens

August Shangri-La Hotel, Shenyang opens

2014 April Shangri-La Hotel, Lhasa opens

May Shangri-La Hotel, London opens

August Shangri-La Hotel, Tianjin opens

August Introduction of Hotel Jen Brand

August Shangri-La assumes management of Le Touessrok

Resort & Spa, Mauritius

September Hotel Jen Orchard gateway Singapore opens

October Shangri-La's Sanya Resort & Spa, Hainan opens

 October Shangri-La Hotel, Nanjing opens

2015 February Shangri-La Hotel, Nanchang opens

May Shangri-La Hotel, Qinhuangdao opens

June Shangri-La Hotel, Ulaanbaatar opens

June Shangri-La Hotel, Hefei opens

August Hylandia by Shangri-La opens

(Renamed as Shangri-La Resort, Shangri-La in
December 2017)

August Shangri-La Hotel, Tangshan opens

September Shangri-La Hotel, Bengaluru opens

November Shangri-La’s Le Touessrok Resort & Spa, Mauritius

opens

December Shangri-La Hotel, Doha opens

2016 March Shangri-La at the Fort, Manila opens

March Midtown Shangri-La, Hangzhou opens

June Shangri-La’s Hambantota Resort & Spa opens

2017 January Songbei Shangri-La, Harbin opens

April Kerry Hotel, Hong Kong opens

May Hotel Jen Beijing opens

 June Shangri-La Hotel, Yiwu opens

November Shangri-La Hotel, Colombo opens

November Shangri-La Hotel, Xiamen opens

December Shangri-La Hotel, Jinan opens

Hong Kong-based Shangri-La Hotels and Resorts, one of the world’s premier
hotel management companies, currently operates over 100 hotels in 22 countries
and 73 destinations under the Shangri-La, Kerry, Hotel Jen and Traders brands.
Prominently positioned in Asia, the group has established its brand hallmark of
“hospitality from the heart” over four decades in Asia Pacific, the Middle East,
Europe, North America and the Indian Ocean. The group has a substantial
development pipeline with upcoming projects in Australia, mainland China,
Cambodia, Indonesia, Malaysia and Saudi Arabia.

2.2: VISION
‘’To be the first choice for guests, colleagues, shareholders and business
partners.’’

2.3: MISSION
‘’To delight our guests every time by creating engaging experiences straight
from our heart.’’

2.4: OBJECTIVES
 Ensure leadership drives for results
 Make guest loyalty a key driver of their business
 Enable decision-making at the guest contact point
  Be committed to the financial success of their own unit and of their
company
 Create an environment where our colleagues may achieve their personal
and career goals
 Demonstrate honesty, care and integrity in all their relationships
 Ensure their policies and processes are guest and colleague-friendly
 Remain deeply committed to their social responsibility by making a
positive contribution to their communities, environment, colleagues,
guests and business partners

2.5: SWOT ANALYSIS

2.5.1: STRENGTHS:

1. Represents Asian culture

2. Asia’s leading luxury hotel group

3. 95+ Hotels under 4 brands across the globe

4. The business hotels are known to be the best in their category

5. Good reputation and customer loyalty

6. Aspirational brand

7. Focus on Guest recognition and offers three different level of membership

8. Good online reviews

2.5.2: WEAKNESS:

1. Shangri – La is dependent on its owner company as it doesn’t own all of its

hotel chains

2. Limited focus on business travellers

3. High attrition

4. Limited Market share due to tough competition

2.5.3: OPPURTUNITIES:
1. Partnership with international airways

2. Domestic and Foreign Travel spending is growing

3. Indian hotels have a low occupancy rate as compared to other hotels

4. Digitalisation and better use of technology

2.5.4: THREATS:
1. Intense competition

2. Political turbulence due to economic conditions

3. Competition on price point

4. Terrorist attacks and Natural calamities.

5. Increased labour costs

2.6: PRODUCTS AND SERVICES:

ROOMS & SUITES

Hotel consists of modern & spacious deluxe

Guestrooms. The rooms offer panoramic views of the
Bengaluru city. All rooms average more than 42 square
meters each. Thirty suites, including three special suites
and one presidential suite, are among the city’s finest.

MEETINGS & EVENTS

 The hotel offers meeting and events spaces spread

over two floors
 A ballroom that can seat 350 for dinner
 A junior ballroom
 Various function rooms, and a deluxe corporate board room
 A business centre with small board rooms

HEALTH & LEISURE

 The hotel has Shangri-la group’s signature CHI, the

spa
 State of the art fitness and recreation facilities
 Outdoor swimming pool
 Complete fitness centre
 Steam room, Jacuzzi & Sauna

HEALTH & WELLNESS

A dedicated wellness floor features their signature CHI,

The spa offering nine luxurious treatment rooms. In
addition, this oasis of calm features an outdoor
swimming pool, hydro thermal experience
encompassing steam, sauna, Jacuzzi and state-of-the-art
gymnasium equipped with techno gym Artis and Arke
series.

RESTAURANTS

 B cafe
 Shang Palace – Chinese
 Yataii - Japanese
 Caprese – Mediterranean
 Ssaffron – Indian

BARS & LOUNGES:

 Lobby lounge
 Hype
 B cafe Pastry
2.7: FUTURE PLANS:

2018 Jinji Lake Shangri-La, Suzhou Suzhou, Mainland China Second

quarter

Hotel Jen, Kota Kinabalu Kota Kinabalu, Malaysia

2019 Shangri-La Hotel, Zhoushan Zhoushan, Mainland Second

China quarter

Shangri-La Hotel, Jeddah Jeddah, Saudi Arabia Second

quarter

Shangri-La Hotel, Kunming Kunming, Mainland China Fourth

quarter

Shangri-La's Nusa Dua Resort & Bali, Indonesia

Spa, Bali

2020 Shangri-La Hotel, Phnom Penh Phnom Penh, Cambodia First quarter

Shangri-La Hotel, Qian Tan Qian Tan, Mainland China Third quarter

Shangri-La Hotel, Nanning Nanning, Mainland China

2021 Shangri-La Hotel, Zhengzhou Zhengzhou, Mainland First quarter

China

Shangri-La Hotel, Putian Putian, Mainland China