If you were the director of this hotel would you implement a training program for employees? If so, would you train only foreign managers, or would you include local Thai employees as well? What topics should a training program include? Would your goal be to introduce western ways to the Thais?
If I was the director of The Resort Hotel in Thailand I would implement a training program for the employees. I would train all of the employees but my main focus would be to train the Thai managers. My training program will include a class on developing better listening skills, since it is very important to listen to our guest needs or complaints. Another class I would include would be proper nonverbal communication skills. It is important for our employees to know when it is proper to smile or be serious when speaking to our guest. An important class that I would include and make mandatory for all employees would be introduction to the the western culture, since 90% of the hotel guest are non-Thai. With this class the Thais will learn the importance of the western culture. Hopefully these classes would better the employees customer service to better deal with our guest.
Jonathan, good choice on your training programs. However, I will also include training on problem solving so the employees could become independent and not rely only on managers. An actual training program for the hotels in Phuket centered on four topics: smiles and greetings, talking and listening, answering and anticipating, and resolving problems.
답글삭제Ms. Rosa