Interview with Mark Kirk, GM of Shangri-La’s Barr Al Jissah, Oman
What is your business approach to Shangri-La’s hospitality?
Our philosophy “Shangri-la hospitality from the heart” is evident in our day to day business with both our guests and staff. This philosophy, supported by our core values, guides us. Guests like to stay where they feel valued as individuals which is what Shangri-La has built their reputation on.
Being the largest resort in Oman and within the Shangri-La portfolio, we have too many experiences to mention! We have great restaurants and bars, arrange breathtaking tours of Oman on land and sea, have over 5000 square meters of pools including the famous lazy river (which is currently the only one in Oman!) as well as the world class Chi Spa and a wide range of activities happening daily.
What are the values that you emphasize when welcoming guests? What are the main characteristics of service you offer compared to the other hotels in your city?
Efficient friendly staff welcoming guests with a genuine smile.
With guests staying a few days the staff really build a long lasting relationship with the guests, even some of the Omani staff invite guests to their homes year after year.
Each employee is an ambassador of his hotel and the promise of expected services. What actions do you put in place to involve your team in the success of the customer experience? How do you motivate employees so that they give the best of themselves?
All staff are trained on our internal Shangri-La care program which really delivers the messages of shangri-La’s core values. We also provide fun quizzes to reinforce these values as well as provide regular feedback from comments received by guests on their experience at the resort.
We have a great customer delight program which recognizes staff who have made lasting impressions on guests. The team at Shangri-La’s Barr Al Jissah Resort & Spa are proud to be here and willingly give their best in all their duties.
What is your fondest memory as a hotel General Manager?
The success of the staff who have worked with me! Its great to see staff develop, get promoted and become successful.
Laurent Delporte, an editor and conference speaker, is a strategic expert in the sector of hotels. A visionary, he brings his unique look on hotels in service to the decision-makers in the industry, whether to enhance the development of new projects or strategic visions.
Laurent has visited and audited over 350 hotels across the world and also participates in mystery visits to provide quality control for the world’s finest hotels.