Shangri-La Hotels and Resorts' ardent commitment to training for all 24,000 staff members has resulted in its reputation worldwide for award-winning, highly personalised service. This commitment is epitomised in its Shangri-La Care programme with the latest module, Shangri-La Care 3, having been rolled out in 2003 throughout most of the group's 41 hotels.

In line with the group's strategic plan to be an industry leader, all new staff undergo the three modules of Shangri-La Care within six months of joining the group and the training is conducted by 'angels' – staff members who become certified trainers from various hotel departments. The programme is designed to develop a consistent Shangri-La style of service to deliver a superior guest experience and build brand loyalty. Respect, courtesy, sincerity, helpfulness and humility are all core values of the training.

The three modules of Shangri-La Care focus on the group's core mission, which is 'delighting customers by providing quality and value through distinctive service and innovative products', part of Shangri-La's Guiding Principles. Initiated in 1996, Shangri-La Care's first module highlights why Shangri-La hospitality is an integral part of the guest experience and the staff member's role in ensuring that guest needs are constantly met.

Two years later the second module was introduced with its emphasis on doing more for customers by 'going the extra mile', being flexible and never saying no, anticipating and responding quickly, and recognising customers' individual needs. Employees must be guest obsessed and delight them the first time and every single time.

The third module examines the recovery process in the event of a mistake as successfully handled recovery provides an opportunity to gain greater guest loyalty. Covered in this module are why recovery is critical, today's competitive situation, the significance of perception as well as reality and the five major steps to recovery. It empowers all Shangri-La employees to address changing guest needs, create solutions and make decisions at the customer contact point for efficient service.

Shangri-La set the standard for Asian hospitality when it launched its first hotel, the Shangri-La Hotel, Singapore, in 1971. Today the award-winning company is the largest Asian-based luxury hotel group in the region, with 41 properties located in Australia, the Chinese mainland, Fiji, Hong Kong, Indonesia, Malaysia, Myanmar, Philippines, Singapore, Taiwan, Thailand and the United Arab Emirates. For information or reservations, please visit www.shangri-la.com.