Club Operations Development Programme

Course Objectives / Description

The Horizon/Traders Club is your property’s “hotel within a hotel” where most loyal and distinguished guests are more likely to stay. It is a haven of one-stop-shop and personalized service where colleagues are ready and able to exceed guest expectations. Our colleagues here must act as "host" over and above usual reception/food service in the Lounge.  A “first class mindset” and spontaneous service delivery is required of colleagues at the Club.

This programme aims to equip Horizon/Traders Club colleagues with clear understanding of excellent individualized service and ownership of their operation.  To achieve this, this programme presents an integrated approach in operations management and leadership, incorporating interaction and management skills with specialized knowledge in specific areas.

Finally, it is designed with pre-work and post-work components. This way, attending colleagues prepare and tune-in to their individual Club operations and go back to their respective hotels with actual plans stating hotel-specific targets.

Course Content

  • Understanding Guest Expectations
    • What the Richey Report is telling us
    • Understanding Club Assessment items
    • Visit to a Shangri-La Club Lounge
  • Communication, Social Etiquette and The Role of a Host (by External Consultant)
    • Communication Styles, Influence, and Understanding Our Guests
    • Creating balance in Club interactions
    • “You are a host: not a receptionist, not a waiter”
    • Creating the Shangri-La Experience in Club operations
  • HR Management
    • Recruitment
    • Training and Development
    • Coaching and Mentoring
  • Food and Beverage Operation
    • OE and Par Management
    • F&B Cost Management
    • F&B QS
    • Service Standards on Club Lounge
    • F&B Skills Enhancement and Refinement
  • General Operations Knowledge
    • Concierge Operations
    • Airline and Transportation Operation
    • Rooms QS
  • Individual Action Plan
    • Inputs Gathering and Group Discussion
    • Consultation and Composition
    • Presentation

Main Instructor(s)

Academy Faculty
SLIM-Rooms officers
Adjunct Faculty from selected hotel
Industry expert

Duration of the Course

5 days institutional learning in a hosting hotel

Maximum Class Size


Minimum Class Size


Target Participants

Level 3 of 4 in Horizon/Traders Club

Language Medium


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