Assistant Manager Chi Hsia Liao

Assistant Manager Chi-hsia Liao majored in Hotel Management at university. She started Bank Insurance at the beginning for a while, but she found that he could not understand accounting or statistics. So she took university entrance examination again to study at Department of Tourism Industry. Only a few universities in Taiwan had such major then, so others could not understand why she selected it. But as Liao's parents worked abroad for long-term, they knew what jobs she could have after graduation. Hence, Liao decided to study the major. And she was involved in it for four decades.

Figure 1 Assistant Manager Liao talks about her experience

Figure 1 Assistant Manager Liao talks about her experience
source: shot by our team

1. How do you manage the entire hotel?

At the beginning, she adopted Management by Walking Around. She could demonstrate three times to a new employee and then let the latter practice for three times. If the employee still could not do well, she would have a talk with him/her to check if he/she had enthusiasm for the job. If not, he/she might not be appropriate for it.

2. A good hotel will make customers feel at ease and stay comfortable. How do you maintain the fire safety of customers?



Government agencies will come and check the hotel's fire safety monthly. We stipulate that no smoking is allowed in room, otherwise smoke alarm will ring. Security is the most important while staying in the hotel.

Figure 2 Ms. Liao explained to us

Figure 2 Ms. Liao explained to us
source: shot by our team

3. Have you ever had any crisis? How did you solve it? How did you make it as a turning point in your life?

Yes! I could not take the case of Cher Wang of HTC Corporation. Year ago, I discussed a case with Ms. Cher Wang to show the great importance attached to her company. Ms. Cher Wang and I had been friends for 2 decades. The banquets at Ms. Cher Wang's were almost organized by me. Once, Cher Wang wanted to hold a party at Christmas. However, I had accepted five cases already. Ms. Cher Wang told me suddenly. Because it was busy season, I could not take her case and had to ask my secretary to call Ms. Cher Wang for apology. On the next day, I went to her company to apologize in person and bought a gingerbread house for her child. So Ms. Cher Wang had a deep impression of me.

Figure 3 We listened attentively

Figure 3 We listened attentively
source: shot by our team

圖〈七〉與駐店負責人的大合照

Figure 4 Group photo with the responsible person
source: shot by our team

Postscript

When a staff made a mistake, Assistant Manager Liao did not blame the staff, but tried to understand why the staff was not happy. As of the case of Ms. Cher Wang, though Liao could not take the case, she expressed her apology sincerely and left a deep impression to Ms. Cher Wang. Liao's attitude in handling things is worth of our study. It is not easy to become a responsible person of the hotel. Devotion and sacrifice are inevitable. Liao sacrificed much time with her child for work. Though I could not understand how sad she was, I believe her child could understand her hard work.