Shangri-La ensures safety with protocols

As the world continues its fight against COVID-19, luxury hotel operator Shangri-La Group has enhanced its rigorous hygiene and safety protocols for all of its properties worldwide, under the Shangri-La Cares commitment announced in mid-June.

Shangri-La Cares reinforces the group's commitment to caring for people, as well as its distinctive Asian hospitality, as it begins welcoming guests back to hotels and resorts, according to the company.

"The health and safety of our colleagues and guests is of utmost priority," said Lim Beng Chee, CEO of Shangri-La Group. "At Shangri-La, it is in our nature to look after people, to anticipate their needs and go above and beyond to ensure they have a memorable experience.

"We remain humble and true to our founding ethos with this commitment that will ensure we do our best to take care of people."

Lim added: "To meet new challenges evolving from customer expectations, we are focusing on enhancing hygiene protocols, elevating our standards and safeguarding our guests and colleagues' well-being. We would like to convey our heartfelt care by creating a safe environment where everyone feels comfortable and trusts in our ability to ensure their safety and health, so that they can focus on moments that truly matter."

Shangri-La Group has rolled out a pilot program at selected hotels which have been operating throughout April and May, to refine additional health and safety protocols. That has been introduced globally since June.

The hospitality group said it has followed recommendations laid out by the World Health Organization or more stringent local directives where appropriate, to ensure its operational protocols are comprehensive. Concrete measures have been adopted at all Shangri-La hotels and resorts to combat the risk of COVID-19 so guests can feel safe when staying at or visiting its properties.

These protocols include increased frequency and full attention to deep cleaning of all high-frequency touch surfaces and areas used by guests throughout the hotels, use of medical-grade sanitizers and disinfectants, which are approved by the United States Environmental Protection Agency, increased frequency of cleaning air filters and air conditioning systems to ensure optimal air quality and safe dining, ensuring meetings and events have extra precautions to respect physical distancing and enhanced food safety practices.

Moreover, the group has enhanced training, learning and development resources for employees on essential preparatory and prevention measures.

This training is certified by its long-term partner and global hygiene solutions provider Diversey, which specializes in developing cleaning and hygiene technologies across industry sectors, such as healthcare, hospitality, retail and food services.

In Beijing, a second spike of novel coronavirus cases has brought the local hospitality industry some added uncertainty.

Stephan Kapek, who runs four Shangri-La hotels in the capital and also serves as the general manger of Shangri-La's China World Hotel, said: "Our first priority has always been the safety and well-being of our staff and guests and this guideline has served us well so far through this crisis. We are also constantly reviewing and refining our processes on infection prevention."

Kapek said Shangri-La's properties in Beijing have accelerated the innovation of new dishes and offered old favorites and products and even pioneered "cooking at home" packages amid the pandemic.

For example, China World Hotel has refreshed and renewed some of its core businesses. It has created a new menu for its signature restaurant Summer Palace, honoring the hotel's past success and building on the new developments on the culinary side.

"With further easing of restrictions, we will set our focus on the local market as international travel seems still very far away. We see a strong boost of local tourism over the next 12 months to help us to overcome challenges," Kapek said.

"Once we ensure that all staff and guests are provided a safe environment, new business opportunities will arise," Kapek said, adding that China World Hotel is collaborating with Italian luxury brand Giada to launch the Giada Club in October, which is expected to be a branded luxury retail and dining space.