A hotel manager wrote a letter to a reservations executive praising her for providing excellent hospitality and service to guests during their recent stay, as evidenced by a letter of appreciation from the guests. The reservations executive's demonstration of the hotel's hospitality values in delighting customers enhanced the brand image of the hotel chain. The manager congratulated the executive and encouraged her to maintain her great work performance.

1. Shong
E
ri-Ls hotol',",,,o
SINCAPORE
OurRef:CDP12008109I|45
29September2008
Ms LianeBudianto
ReservationsExecutive
CentralReservations
DearLiane
We have received a letter from two of our guests,Mr and Mrs Masterson,expressingtheir
apprediationfor your excellenthospitalityandservicefenderedduringtheir reient staywith us.
Your effort in delightingour customersthroughdemonstratingthe "Shangri-LaHospitality" is
indeedcommendableandwe areproudthatyou haveenhancedthe Shangri-Laimage.
Well doneandkeepup with thegreatperformance!
Yours sincerely
I'
wThierryDouin
AreaManagerandGeneralManager
TD:THL:dd
OrangeCroveRoad,Singapore258350Tel:(65)6737 3644Facsimile:(6il 6737 3257, 165l,67331029Website:www.shangri-la.com
CompanyRegistrationNo:196200040E