| '555
Service Excellence', the training programme
of Langham Place Hotel, Mongkok, Hong Kong, won the
gold prize of Hong Kong Management Association (HKMA)
Award of Excellence in Training 2005. The Award recognizes
'555 Service Excellence' as a training programme that
is best executed, and clearly fulfilling a key business
need in a cost effective manner.
Director
of Human Resources Ivy Leung and Training Manager Eva
Lo were happy with the training result and were glad
to see continuous improvement in all associates. Ivy
said, "The success of the training programme is
that we have been accepted as part of the team. The
training brought our associates and my department closer
and they now take a proactive approach towards training."
'555
Service Excellence' is an innovative training which
is carried out in an intensive manner. The three 5s
refer to three aspects of the programme. The first 5
refers to 5 days per week training; the second 5 refers
to 5+5+5=15 minutes training per day; the third 5 refers
to 5 areas of customer service.
"The
daily 15 minutes training is just a breakdown of a half
day training in a month or a full day training with
ten topics. The breakdown makes learning easier,"
Ivy said, "Like learning how to smile, for example.
Associates learn the lesson in the morning, implement
what they have learnt for the day and reinforce it for
the rest of the week."
'555
Service Excellence' also aims to achieve three goals:
100% complete business target; all departments that
interact with customers reach a designated Guest Services
Index and over 80% of Associates Satisfaction Index.
All these goals were reached within a short period of
time. The most encouraging part is that no extra cost
is involved in the training.
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