26
Sphere 33
Meticulous Training
Another team of hotel heroes from human resources
management always backs up the hotels’ front-line staff. HWL
Group’s hotels recognise the importance of human resources’
investment and training in the service industry. Thus, the
group has developed strategic and tailor-made training and
development programmes for individual associates, managers
and the management team, and for different levels and types
of staff. For newcomers in Harbour Grand Hong Kong, there
is the “1-7-30 Programme” that allows the frontline staff
to learn basic courtesy, English, service standards, and the
hotel’s mission and philosophy. Staff are then assessed at Day
7
and Day 30 intervals to monitor progress. For supervisory
group of associates, there is the popular Train-the-Trainer
Workshop available at the group level, designed to transfer
communication, presentation, mentoring and on-the-job
training facilitation skills. Qualified supervisory level staff are
required to attend these courses before they could conduct any
training to their subordinates. Besides sharing experience in an
open and free discussion during these courses to continually
improving hotel services, these supervisors can also provide
mentoring support to develop new trainees: courses also
provide trainees with the opportunity to seek guidance, learn
how to solve issues as they arise, receive feedback, and make
constant on–the-job improvements. Additionally, management
staff looking to widen their management insights and skills
can attend a two-part series of the corporate’s Competency
Enhancement Programme.
To ensure effective communication excellence and
consistency of service quality, individual hotels like Harbour
Grand Hong Kong also implement two quality assurance
systems, the Quality Assurance Audit (QAA) and the Quality
Assurance Programme (QAP). QAA comprises a cross-
departmental audit to ensure standard and quality, and is also
a system that provides opportunities for department heads
to learn the standards and practices of other departments.
Under the QAP, the hotel’s general manger and key operational
department heads will routinely tour the hotel to inspect the
quality of service, maintenance and the essential cleanliness of
the hotel; all part of the winning formula.
Paul Yip, the smart concierge, shares local advice to every guest.
The Moments
With different people from all over the world, everyday is
different under the roof of the HWL Group’s hotels. Our staff
shared some of their exceptional moments at work - they can be
both touching and heart-warming!
“
A guest who had already left the hotel once
called and asked if we could help him to find
a card he had left in the room. It was a card
with his handwritten marriage proposal to
his girlfriend. I helped him search for it and
luckily the card was found. He was so relieved
and grateful when I found the card. It was so
very satisfying to help
this romantic guy. I
was touched by his
sweetness.”
-
Mille Chan,
Guest
Service Manager,
Harbour Grand
Kowloon
“
A guest once wrote me two poems to thank me for
my help. This guest only stayed in the hotel twice for
a very brief period. During his first day, it was raining
very hard. I noticed he needed an umbrella and
arranged one to be ready for him at the concierge desk.
I recognised him on his second stay and already had
his luggage arranged at his room before he finished
checking-in. He was very impressed by my service.
This is the only time that a guest wrote me poems in
my 18 years of service. I still cherish today .”
-
Paul Yip,
Chief Concierge, Harbour Grand Kowloon
“
There is something about the
elegance of the hotel, the views
from every room, the friendliness
of the staff, and the convenience
that continues to bring me
back. Further, the hotel has also
impressed our visiting colleagues
from the US and the UK. It is
ideally located in Hong Kong
for both business and pleasure.
These days I travel here mainly
for hiking and still find the hotel
a convenient place to stay.”
-
Catherin Emerson,
Project Manager of Synexis,
is a 34-time guest at Harbour
Grand Hong Kong
