Transmenu powered by JoomlArt.com - Mambo Joomla Professional Templates Club

I majored in hotel management.Before I graduated,I had worked as a intern at nikko and another hotel for six months or so.Both the training programs were great on papers,but they were far from that good actually.

exactly my point Angela, just going through the motions. When the Nikko took over from Hilton all Chinese managers were installed apart from the GM. Within a few monthsthey had operational and staffing problems. I go back to what I said you are only as good as management and training

Funkymother wrote:

QUOTE:
where do you start the training process?

Hi Shiny MUM,

you can start right here, right now with cleanliness & Hygiene - that include uniforms, washing hands out of toilet, toilets, kitchen, chinaware, glassware, dragging feet...

Then attitude & general sloppiness - yawning, hands in pockets, reading newspaper...

With attitude comes obedience, respect of rules and procedures, understanding public and private areas and their does and donts... understanding of who is who and the importance of a customer.

Then learn how to smile, greet, smile, follow me...

Then, how to establisha relationship with a customer...

Then timings & sequence - the necessary time lapses between seating, ordering the drinks, ordering the food, bringing the drinks, bringing the food...

Then taking an order, informing, counselling, specials, upselling...

Attention to the customer without being intrusive - discretion, respect of privacy...

Then, dealing with restaurant problems - sold out, long process implying waiting...

Then dealing with customers problems... dealing with misunderstandings - admitting mistakes - offering a correction of a mistake - giving something free (often the restaurants charge waiters for the mistakes... this is a abusive discharge of their responsibility and leads to major problems), saving the customer relationship.

How to deal with TingBuDong...

Then dealing with irate or grumpy customers... all the way to dealing with trouble makers.

Learning to say thank you - greetings again - accompany to the door, see you next time, thank you for your visit, when shall we see you next, information about the next party, new menu, special next saturday...

How to establish relationship with taxicabs...

Asking questions about the customer - is it business, private... offering services not yet used: we have private rooms, if you call us we can reserve for you, with advance notice, we can accommodate large parties, special occasions...

How to deal with kids.
How to deal with pets.
How to deal with drunks.
How to deal with sick.
How to deal with clothes in winter... or clothes covers, or vestiaire...

How to spot problems before they happen - how to report things - how to prevent problems from happening...

...

Surely this is not rocket science & can be covered in 6 weeks or less...

Ok Goldie.. This is ok at the bottom end of the list but as we know that training really should start top down... well I think its should be part of Management but this is where we really have problems...

Customer Service is everything BUT do you really think anyone would give a damn in Yankville if there wasnt a tip at the end of the chain...

We all know there is NO CRM in China. So why just stand waiting for it?

Many hotel staff are inducted to a 3 year training course but they still wont undestand the finer parts of Etiquette as they are not required...

Just observation.... The Sparkling Mum

Ah mother, this was my original post. Training starts from the top - Management, but if management are crap how do we expect staff to be? Management puts the SOP's in place, upgrades them and does ongoing training & development for new systems, new equipment, new menu's, HACCP, COSHH, HASAWA, and so on. Most of the service in China is simple -plate/ family/ buffet, where's the problem - Management.

Some places are nice and cozy, but others aren't along with the services, right? Reminder: where are we?
This should be part of anyone's package orientation before coming to China. Well, stay with Shang'rila.

Whining for hours about this and that doesn't improve performance nor encourage those 90% unqualified ones.