Group Assignments 3

Subjects: Strategic Risk Management

Supervisor: Dr.Gavin Chau
Value Name: T19091110164 廖芊芊
T19091110100 宰令申
chain T19091110119 丁泽宇
T19091110343 陈朝展
Analysis T19091125048 Vu Thi Ngoc Lan
Date: 17/03/2020

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Contents:

Part One :Introduction Shangri-La hotel group

Part Two: Primary Activities

Part Three: Support Activities

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Part One: Shangri-La hotel group

1. Establish time

2. Brand Global

3. Distribution

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Part Two: Primary Activities

•Business infrastructure
•Human resources Shang Care I to IV
•Technology development
•Procurement

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 • International cuisine&attentive service
1. Business i • Faclities
nfrastructure • Design :Local style and characteristics such a
s the decoration design

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2. HR Shang Care I to
IV
• Shang Care I focus on services and corporate knowled
ge meaning study;
• Shang Care II are also for the service concept and skill
s training, including pay close attention to the travel fat
igue, the guest expectation management and so on;
• Shang Care III including how to handle guest complain
ts and respond in a timely manner to win the customer
s’ loyalty feeling;
• Shang Care IV include notice at the customers’ feeling,
how to apology and how to deal with the situations that
you cannot solve at that time.

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3.Techonology development

• Shangri-La uses one of the Point-of-Sales sy

stem (GourmateLink) to gain more loyal cust
omers. Where it allows reward program mem
bers search booking by promotion offers.

• They will also explore innovative practices r

elated to digital and intelligent technologies i
n different business sectors, including Shangr
i-La's diversified real estate business

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• Shangri-La Hotels and Resorts Achievin
g Service Leadership can set differentiat
ion basis through:

1.Quick new product development

2.Innovation integration in product design
ing
3.Innovative product features with patente
d technology

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 4.Procurment
• Shangri-La Hotels and Resorts
Achieving Service Leadership c
an set differentiation basis thro
ugh:

1. Reliable transportation to ensure

quick delivery;
2. Procure high quality raw materi
al and replacement parts

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Part Three: Support Activities

1.Inbound logistcis
2.Outbound logistics
3.Operations
4.Marketing& Sales
5.Service

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 • The hotel has a specialized procurement team to develop
purchase agreements with the vendors.
Inbound logistci
• The hotel has a unique supply chain management and inb
s ound logistics which ensures smooth relationship with th
e suppliers through fair deals and prices
• Warehousing and delivery are handled by the distributors
through negotiation.
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Outbound logistics
• Shangri-La has deployed very high
standards of customer services by
maintaining trained staff.
• The hotel also conducts employee e
ngagement activities in order to ens
ure employee satisfaction, which in
turn leads to enhanced customer ser
vices.
• Shangri-La offers complimentary
Wi-Fi, facilities for physically chall
enges, business center, butler servic
e, postal service and other amenitie
s
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Shangri-La hotel group operations are divided into four
geographical segments:
1. Asia 2. Middle East 3. Europe
Operations
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1. Shangri-La Hotels & Resorts

2. Kerry Hotels
Hotel brands : 3. Traders Hotels
4. Hotel Jen
 Marketing & Sales
1. employed sales professionals all over the world
.

2. Golden circle program

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Service — Hospitalit
y from the heart

• Philosophy: Shangri-La Hospitality

from a caring family

• Their commitment to providing guests with dis

tinctive Asian standards of hospitality and serv
ice enables them to stand out amongst the peer
s. This quality remains the cornerstone of their
reputation as a world-class hotel group.
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Well-trained employees
Social media network
Unique product

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