In Partial Fulfillment of the Requirements

in Multicultural Diversity in Workplace

for the Tourism Professional

“05 Group Activity 1”

Submitted by:
Avillano, Romina Maeve
Barriga, Diane
Blanqueza, Alyzza
Caritos, Erin Abby
De Leon, Lief Keeper

BS in Tourism Management-3A

Submitted to:
Prof. Jattiesan Machon

November 09, 2021

 Shangri-La The Fort,
Manila
(Shangri-La Hotels and Resorts)

Background of the Establishment

It is located at the emerging lifestyle and commercial district of Bonifacio Global City
(BGC) in Metro Manila. It is considered as one of the fastest growing urban development
districts in Asa. Shangri-La The Fort, Manila is a total of 250-meter-high building that is
committed to achieve and maintain the standard of a sustainable design with the help of gold-
certified green certificate. Shangri-La The Fort, Manila is featuring Shangri-La Hotel and
Residences specifically named as Horizon Homes, retail shops, and Kerry Sports Manila.
The hotel has 576 contemporary and features a minimum of 45 square meter
guestrooms and suites that offers a bay and unparalleled city views. Due to the hotel’s large
portfolios of conference and meeting venue, its event spaces can accommodate any types of
occasion. The Grand Ballroom of the hotel has a total measurement of 1,650 square meters and
can accommodate up to 1,200 guests at any given time. on the other hand, the junior ballroom
named Bonifacio Hall measures 780 square meters and can accommodate a total of 715
guests. The total number of multifunction rooms in the hotel is 19 located on the hotel’s different
floors.

Mission and Vision of Shangri-La Hotel and Resorts

Mission Statement
 To delight their guests every time by creating engaging experiences straight from
our heart.

Vision Statement
 To be the first choice for guests, colleagues, shareholders, and business
partners.
Elements of Organizational Culture

Initial Element

 Shared Symbols

The name Shangri-La was inspired by the legendary land and mythical earthly paradise
that was featured in James Hilton’s 1933 novel, Lost Horizon. The name symbolizes the
serenity and service in which the hotels and resorts are renowned all over the world. Like what
James Hilton’s description of the word Shangri-La, the hotels and resort chain lived with its
same values; humility, respect, courtesy, helpfulness, selflessness, and, above all, sincerity.
These are known virtues of Asian culture in which is considered as Shanri-La’s brand identity. In
fact, the brand’s logo is in the shape of an “S” in which has a golden hue that symbolizes the
soft light of sunrise. The font used is also reflecting its philosophy and is inspired by Asian
calligraphy which is rooted in history and tradition. The organization decided not to put ‘Hotels
and Resorts’ as a reminder that Shangri-La is more than just a place. It is an emotion, feelings,
and experiences that can be a source of joyful moments for its guests.

 Openness to New Ideas

 Working Together to Bring Positive Impact

Since the group is privileged enough to work in prestigious and pristine environments in
the world, they began and learned to expand to new frontiers. They partner with local leaders
and indigenous communities. They emphasize on bringing economic opportunities and creating
long term values and benefits for the larger communities.
 Community Engagements
They prioritize and encourage their stakeholders to understand their demands and
needs in order for them to create greater sense of shared values and ownership. They are
committed in providing and creating a positive impact into the lives of the communities and
people that they operate in.
 Employee Development
Numerous programs to develop and support their employees’ leadership succession.
They are providing a positive working environment that fosters strong relationship and learning
culture within their organization. They are open to listen and nurture their employee’s
suggestions and ideas.

 Frequency and Quality of Interactions

Shangri-La’s well-known management phrase strategy and catchphrase is ‘treat your
employees exactly as you want them to treat your best customers’. The hotel knows the
significance and the benefits that they will get in this principle, and they actively apply it. Their
new communication platform that aims to inspire, instruct, and guide the behavior of their staffs
and employees. They provide a printed pocketbook that has aligned with their brand manifest to
ensure the delivery of exceptional service and culture of warm hospitality to their guests. Upon
joining Shangri-La, employees are educated on the brand’s mission statement, guiding
principles and core values – which are Courtesy, Humility, Sincerity, Helpfulness and
Selflessness.

Intermediate Elements

 Trust
Shangri- La the Fort Manila builds trust of their customers due to the fact that it is a 5-
star hotel and one of the most famous hotels here in our country. We all know that they offer
best services, best quality, and best accommodation of all times. They put efforts to create a
trusted and nurturing environment for their guests and it is their nature to look after them and to
count on their needs. It is the reasons why many guests are kept on coming back due to their
good service. Their sincerity is true when engaging and interacting with their customer’s every
day because they deliver hospitality from their heart.

 Commitment
 They also have commitment to their customers as well as the employees. Shangri-La’s
sense of hospitality comes from a caring company, and it aims to deliver engaging experiences
that come straight from the heart. When it comes to the employees, they always carry a leaflet
which state its core values, philosophy, mission, vision, and guiding principles. As the company
grows, they expand their business, and they are committed to bring value their people by
realizing their potential. The company aims to work together for them to fulfill their professional
aspirations along every step of their career.

 Training
When it comes to learning and training, the Shangri La the Fort Manila has been always
supportive in helping people fulfill their aspirations. The company is proving a great platform to
advance their employees’ career. There are also employees who are coming from a non-
hospitality background and working in Shangri-La has broadened and enriched their
professional experience. They have a training development management, and it is to assist in
implementation of systems and programs in employee relations and revenue generation. There
is Service Manager- Training and it is to plan, organize, monitors, coordinates and conducts
training activities effectively in order to upgrade the performance of the employee to meet
standards.

Resultant Elements
 Cooperation
In cooperation, Shangri-La fort organization the relationship they have with an organization
cannot be described, Shangri-La has become even more successful because of the cooperative nature of
the people here, their openness from the higher position and the lower position. They are open to all
ideas, suggestions and any clarification to improve their establishment, it is also one of their orientations
that they have to be bold and cooperative as a member of this organization.
Establishment’s Organizational Culture Elements that are Necessary
for Today’s Tourism and Hospitality Set-up
From our perspective, all of the elements in Shangri-La’s organizational culture elements
are needed in today’s tourism and hospitality set-up. But most specifically, its Initial Elements as
this became the basis of the development of their inter-organizational culture. Shangri-La has
their own symbol that reflects their philosophy that can be seen through their chains of hotels
and resorts. Their symbol mirrors their eagerness to provide serenity and service that is the core
values of every Asian community and family. They aim to provide services that shows humility,
respect, courtesy, helpfulness, selflessness, and, above all, sincerity.
Shangri-La is also open to new ideas as they encourage and involve the communities in
which their hotels and resorts are located. They partner and collaborate with the locals with the
aim of adapting their culture and help them improve their quality of living. With this, both parties
are receiving benefits that can continue to grow and develop the organizations that they are
currently into. They have employee development programs that helps them interact and grow
their employee’s leadership and decision-making skills in order for them to provide quality
service to their guests.
The group also actively applies the famous catchphrase ‘treat your employees exactly as
you want them to treat your best customers’ as they are much aware of its benefits to the whole
organization. They provide and treat their employees best in order for them to have a healthy
working environment that can affect with their employee’s working performance and interactions
with the guests.