Ms. Hammond

Tara Hammond

Group Corporate Social Responsibility and Sustainability Manager

Shangri-La Hotels and Resorts

Tara Hammond was named the group corporate social responsibility and sustainability manager at Shangri-La Hotels and Resorts in May 2016. Previously, Ms. Hammond was the area CSR and sustainability manager for non-China hotels. She joined the group in 2011 as the area CSR and sustainability manager for resorts. During her time at Shangri-La Hotels and Resorts, Ms. Hammond has contributed to the strategic development and implementation of corporate social responsibility through Sustainability, Shangri-Laís Social Responsibility Programme, across the groupís 96 properties worldwide. Sustainability encompasses environmental protection and community relations programs. In addition, Ms. Hammond has coordinated group-wide CSR initiatives, launching the Shangri-La Cares campaign to raise funds for relief and rebuilding projects.

The groupís CSR programs are measured by the Dow Jones Sustainability Index and Hang Seng Sustainability Index and have been recognized by industry awards. Shangri-Laís Tanjung Aru Resort & Spa, Kota Kinabalu, won the Intel AIM-Corporate Social Responsibility Award given by the President of the Philippines in 2011. Shangri-La Hotels and Resorts CSR work was recognized at the Travel + Leisure Global Vision Awards for Leadership, and was a finalist at both the Condť Nast Traveler World Savers Awards and WTTC Tourism for Tomorrow Awards.

From 2008 to 2010, Ms. Hammond was the environmental and social responsibilities manager at Six Senses Hideaway Zighy Bay in Oman. Prior to this role, Ms. Hammond was a consultant in the Sustainable Tourism Consultancy Project based in Syria. She has also held positions at the Jamaica National Tourist Office in Rome, Al Jazira Hotel and Resort in Abu Dhabi, and began her career in hospitality at The Carlton Hotel in the United Kingdom.

Originally from the United Kingdom, Ms. Hammond studied responsible tourism management at the University of Greenwich following graduation from University of Surrey with a bachelor of science in International Hospitality and Tourism Management.

Please visit http://www.shangri-la.com for more information.

Ms. Hammond can be contacted at 212-302-3155 or tara.hammond@shangri-la.com

Coming Up In The April Online Hotel Business Review




Feature Focus
Guest Service: The Personalized Experience
In the not-too-distant future, when guests arrive at a hotel, they will check themselves in using a kiosk in the lobby, by- passing a stop at the front desk. When they call room service to order food, it will be from a hotel mobile tablet, practically eliminating any contact with friendly service people. Though these inevitable developments will likely result in delivered to their door by a robot. When they visit a restaurant, their orders will be placed and the bill will be paid some staff reduction, there is a silver lining Ė all the remaining hotel staff can be laser-focused on providing guests with the best possible service available. And for most guests, that means being the beneficiary of a personalized experience from the hotel. According to a recent Yahoo survey, 78 percent of hotel guests expressed a desire for some kind of personalization. They are seeking services that not only make them feel welcomed, but valued, and cause them to feel good about themselves. Hotels must strive to establish an emotional bond with their guests, the kind of bond that creates guest loyalty and brings them back time and again. But providing personalized service is more than knowing your guests by name. Itís leaving a bottle of wine in the room of a couple celebrating their anniversary, or knowing which guest enjoys having a fresh cup of coffee brought to their room as part of a wake-up call. Itís the small, thoughtful, personal gestures that matter most and produce the greatest effect. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.