First and foremost let me introduce myself, my name is Lorraine Jinjumei Disimond from Curtin University Sarawak Malaysia studying Bachelor of Arts in Mass Communications & Public Relations. I am currently interning for Shangri-La's Rasa Ria Resort & Spa, Kota Kinabalu under the communications department.
What is the first impression you have when you hear the words "Shangri-La"?
Paradise?
Luxury?
Heaven?
Well those are the words that are used constantly during the orientation day for trainees or permanent staffs of the Shangri-La's Rasa Ria Resort & Spa, Kota Kinabalu, Sabah, Malaysia. Yes there is an orientation that newbies have to go through during a certain intake of the resort. The first day of stepping into the resort had left me at awe, because my internship for the resort is located about 40 minutes from the capital city of Kota Kinabalu in the next district called Tuaran. where they are famous for the Mengkabong river, Dalit Beach and also a good view of Mount Kinabalu; the highest mountain in Malaysia. Now it is not often you can get a mountain, river and beach view as your work place, but from that I definitely felt confident about working for a 5 star resort.
Orientation was conducted by the training manager of the resort for two days. Within the two days I was packed with enthusiasm for being part of a global brand. What I have learn from the two days is the orientations for trainees are basically a PR and marketing showcase of the Shangri-La brand. Now let me elaborate more on the experience, we were given briefs of information regarding to the hotel, house rules of the hotel and even a training kit on giving the Shangri-La experience. I realized how deeply the organisation wants every employee be it the General Manager to the housekeeping service to understand the values and principles that the organisation have as well as the understanding what is the unique selling-point of the resort which is the white sandy beach, the 64 acres of nature reserve and the most friendliest staff in Sabah.
The second thing about the orientation days were the emphasis on the principle and values of the organisation, to summarize the whole session it is about making the guest happy as well as being the extra mile of service to guest. I understand this is a hospitality industry's mother of all rules, but lets put it into the PR perspective. Stakeholders expect an organisation to care about being honest, humble and caring organisations, well that is what we learn during the orientation as well as the core value of being under the Shangri-La brand. Not only that, we were also introduced to the global CSR program of the brand, Embrace and Sustainability program. That focuses on community development as well as environmental awareness.
Overall my impression of the orientation is that the staff in the resort are well-trained in being humble, kind and caring as it is understood by heart on what are the values of the organisation as well as being the Shangri-La experience of bringing personal touches to high quality service.
Thank you for reading my post, until next time.
With regards,
Lorraine Disimond.
16863147/7E3A1585
Curtin University Sarawak.
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