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Staff training
Published on Friday, 17 Sep 2010
Norman Tsoi
Group operations officer, Knight Frank, Greater China
Mazy Cheng
Director of human resources, InterContinental Grand Stanford

Norman Tsoi
Group operations officer, Knight Frank, Greater China

Programmes  

Knight Frank strives to be an employer of choice in the property consulting field. Therefore, we offer staff a broad range of training courses covering technical and soft skills.

This is to ensure employees stay current with the latest professional knowledge, equip them with business and management skills, and provide opportunities for personal development.

In addition, the company also offers financial assistance for further education and external training programmes that will enhance career prospects and personal growth.  

Content  

In-house and external trainers conduct courses on a range of subjects in areas as diverse as business thinking, leadership, personal effectiveness, teamwork, communication skills and languages.

We also run a graduate training programme leading to a qualification as a chartered surveyor. In continuing to provide exceptional service for clients, we regard graduates as the lifeblood of our business, and place great emphasis on their training, development and job rotation.  

Feedback and results  

Comments from staff indicate that they find the training and development programmes useful in helping them to stay up-to-date. In particular, they appreciate the relevance of programmes, the focus on improving competencies, and the chance to maximise their potential.

This is one reason why we have a consistently low staff turnover.

Many people remain with the firm for years, or even decades, benefiting from our commitment to personal development and supportive career framework.


Mazy Cheng
Director of human resources, InterContinental Grand Stanford

Programmes

InterContinental Grand Stanford offers a range of training programmes tailor-made for different levels of management and the specific needs of each department.

We review the plan every year and base it on a combination of what interests staff and what requires enhancement.

 

Content

Aside from generic programmes, such as housekeeping, English and guest privacy training, we also invite professional representatives from the government to address staff.

Speakers from the Occupational Safety Health Council, Fire Department and ICAC have conducted training seminars for us in recent months.

Recently, for the launch of our newly renovated Cafe on M, we carried out special training for kitchen staff. With the increase of open cooking-stations inside the cafe, chefs are moving from the back kitchen to the forefront, where they will have constant interaction and conversation with guests.

For that reason, we conducted English classes and a series of courses on service culture for all chefs and relevant service staff.  

Feedback and results

Overall, staff are appreciative of the different types of training the hotel arranges, especially when we invite guest speakers to conduct training on such things as fire safety and dealing with bomb threats.

We have a guest-satisfaction tracking system that monitors feedback and comments about different areas. There has been a significant increase in satisfaction levels since the training programmes were launched.

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