Talent Training

The quality of service depends on the quality of service personnel. If a hotel service staff can be careful, he will perceive the needs of customers. With warm attitude, he can receive customers appropriately. If he can speak different languages, he will answer foreign customers' questions naturally and fluently. In other words, service staffs are like the screw of a hotel. If it is loose, the quality of the hotel will decrease. Hence, talent training is an inseparable part of the hotel.

Talent training affects the service quality of a hotel. Each hotel has its own way of training. Take Forte Hotel for example. Although training content varies according to levels, one-on-one "master & apprentice" training system is mainly adopted.

Forte Hotel's philosophy of talent training

A hotel's operation is more than luxury hard equipment. HR management and training also affect its sustainable operation. One-on-one "master & apprentice" training system allows employees to familiarize their procedures. Practical course planning makes their service more professional. Each individual has different personality. Some are good at communication, while some are good at management. Hence, Forte Hotel allows each employee to give full play of their strengths.

The lively and smart personality of receptionists is vital for services (see Figure 1 ). When a customer enters the hotel, the first thing he/she sees is Reception Desk. The attitude of receptionists will decide if the customer will come back to the hotel again. Reception Desk is the face and center of the hotel. Staffs there must understand the work of each department and help customers solve their problems. Housekeeping staffs face less customers. They must devote themselves to tidy up rooms and create clean and comfortable living space for customers (see Figure 2 ).

A quality hotel shall not only meet requests of customers, but also listen to their hearts to offer the best service.

Figure 1 Receptionists focused on their work

Figure 1 Receptionists focused on their work
source: shot by our team

Figure 2 Room staff explain the process of making bed

Figure 2 Room staff explain the process of making bed
source: shot by our team

Postscript

Staffs are part of the assets of a hotel. A hotel which attaches importance to education and training can cultivate a dedicated and ambitious staffs. I also deeply realize that happy employees can bring about happiness to customers. "Master & apprentice" training system allows new employees to consult experienced employees and become familiar with their work within a short time. A hotel represents a team. Everyone is a screw, inseparable from each other. This is my biggest gain through the visit.

References:

  1. The sources of hotel examples were from interviews、Forte Hotel offers a range of vocational training courses to each department Information offered by Forte Hotel
  2. Wen, K and Ning, C (2006).Valuable Tips of Operation: Customers are always the first.Taipei: Shinmiao Culture.