中文摘要 / Summary in Chinese
IFT and the Macau Hoteliers and Innkeepers Association recently held a special training programme for professionals drawn from 6 hotels in Beijing, Mainland China. The programme was held in Macao, between 14 and 20 May, covering a number of areas, from hotel management to service standards.
A total of 20 participants attended the scheme. It was organised following a request from Mainland China’s Guest Hotel Management Centre, under the National Government Offices Administration.
The programme included a number of lectures by scholars from IFT and professionals from Macao’s hospitality industry. It also featured field trips to local hotels.
Among the programme participants was Mr. Li Huiming, Deputy General Manager of Beijing Friendship Hotel. Mr. Li says he was most impressed by the high service standards in place at hotels in Macao. The executive adds that the importance given to service standards by frontline staff in Macao “is much higher” than in Beijing. He says that is likely the result of regular professional training.
Mr. Li also notes Macao hotels have a different type of clientele from their counterparts in Beijing, which requires different service styles. While hotels in the Chinese capital serve a high portion of guests travelling for business, government meetings or for sightseeing purposes, hotel guests in Macao are usually on vacation and looking for leisure and entertainment, he says.
Mr. Li additionally praises the extensive industry knowledge displayed by the instructors from IFT during the programme.
Mr. Wang Haifeng, Deputy General Manager of Capital Hotel, also took part in the programme. “The hardware and facilities of Macao hotels are exceptional,” he says. “But I’m most impressed with the service.”
Mr. Wang highlights in particular the offer by Macao hotels of customised services to respond to individual guest needs.
He adds the field trips included in the training programme also allowed participants to have a better understanding of how a good working environment and a competitive package of benefits contribute to employee loyalty in Macao.
Another area of interest for Mr. Wang during the programme was human resource management practices in large-scale integrated resorts in Macao, he says.