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Cover Story
服務文化新世代 酒店創新人才培訓
14 Mar 2014
數碼港艾美酒店的員工表示,新穎的培訓模式,促進了年輕及資深同事之間的溝通,增加彼此的默契。
根據最新公布的統計數字,去年訪港旅客達5,430萬人次,較2012年上升了11.7%,預計到2023年會達至一億人次;事實上,針對旅遊業的急速發展,本港及亞太區的酒店度假村數目,近年不斷增長,人才是支撐業界發展的重要支柱。於全球擁有9個品牌、聘用了超過18萬名員工的喜達屋酒店及度假村國際集團(Starwood Hotels and Resorts Worldwide, Inc.,下稱「喜達屋」),其酒店集團就從嶄新的培訓方法入手,走出傳統的課堂,結合親身的體驗,既能使人才貫徹了解集團的文化,給旅客個人化的服務,亦同時滿足新時代人才及旅遊人士的需要。
創新培訓 促人才成長
款待旅客是酒店業的重點所在,而酒店從業員能否帶出當中的服務文化,跟他們的學習模式有著不可分割的關係。喜達屋一直以創新為本,旗下位於香港的三家:香港喜來登酒店、香港W酒店、數碼港艾美酒店,自去年起,先後推出「服務文化新世代」(Service Culture Next Generation,簡稱SCNG)的培訓模式,給新加入以及現職的員工一個全新的學習體驗,使人才持續成長。
香港喜來登酒店人力資源總監Mazy Cheng說:「喜達屋的願景是成為生活時尚(Lifestyle)酒店中,最具創意的品牌,旨在為全球客人提供最個人化的服務;而員工是創造酒店文化最重要的一環,集團因此重新構思培訓方式,採用最新的數碼科技,開發了一套個人化的學習模式,教材除了傳達集團的標準理念文化,同時包含各個品牌的個別特色;香港喜來登作為集團的其中一員,SCNG的確大大推動了酒店的學習氣氛,發掘出同事們的潛能及追求卓越的精神。」
SCNG培訓的最大特色,是突破了傳統課堂式培訓的限制,以混合模式鼓勵人才主動學習;當中三大元素包括:網上自學(e-Learning),體驗式學習及教練指導。
混合模式 學習三部曲
首先,員工可以隨時登入集團「發展中心」(Development Center)網上學習平台,認識所屬酒店品牌的特色產品(Signature Brand Programs)、文化、服務重點等;由於平台是開放而共通的,自發性強的員工,可以瀏覽集團其他品牌酒店的特色,發掘最新資訊,以便跟集團其他同事合作,甚至為申請集團其他酒店職位打下基礎,強化自己對集團整體的認知,增添實力。
第二部分的體驗式學習,酒店方面已購置了大批平板電腦及數碼隨身聽,免費借出給員工使用,只要一機在手,一個人也可以進行培訓;當中預設的學習程式,分為七個里程碑(Milestone),帶領受訓者從聽覺、視覺、味覺、觸覺,以至嗅覺去體驗酒店的特色產品,教材包含一些指令,帶領受訓者前往酒店不同區域,向附近的服務員提出一些查詢,又或尋找一些物件工具,旨在以互動、活潑的方式,使員工代入客人的身分,親身感受客人箇中的趣味,或有可能遇上的疑難,將來便可根據親身經歷,為客人提供更優質的酒店服務,詳細地回答他們的查詢。每個學習單元約30分鐘,員工可以按工作進度騰出空檔完成。
培訓的最後一環,則回到部門主管的授課指導,通過教授、角色扮演、輔導等方式,讓員工重溫於第一、二階段所學的內容,加深理解;導師亦可藉此分享一些個人經驗,提點細節之處,總結員工的學習與表現,鼓勵他們把所學融入日常工作中,一同帶出酒店的文化。
小題:學習氛圍 拉近同事距離
Mazy Cheng表示,完成三個階段培訓所需時間約為120日,除了新入職的同事,該集團率先安排現職同事參與,她說:「同事們反應熱烈,認為課程有溫故知新、學習最新服務文化的機會,而新科技更拉近了資深及年輕同事之間的距離,增加了彼此的共同話題,一同學習。」
於W 酒店擔任客務總監的Benson Soo,在進行過SCNG三階段的培訓後,最喜歡當中的彈性及自主性:「眾所周知,酒店不少工作崗位需要輪班,傳統課堂式學習,同事的時間難以配合,當採用了SCNG培訓後,學習不再受時間限制,只需騰出一至兩小時空檔,即可上網或進行體驗式學習,互動模式更容易吸收;即使忘記了一些細節,亦可以無限次上網重溫,鞏固記憶,不會錯過任何重點。」
Benson同時是部門主管,也擔當導師的角色,他認為第三階層的面對面培訓,加強了他跟下屬的溝通,可從中聽取他們的回應,增加彼此了解的機會:「SCNG是一個多元豐富的學習平台,推動各階層同事互相學習,持續成長。」
Y世代 人才生力軍
重視人才發展,加入創新的元素,是喜達屋在亞太區蓬勃發展的一大原動力,當中更吸引了不少年輕人加入。以數碼港艾美酒店為例,代表1980及90後出生的Y世代,約佔該酒店三分之一的員工,預計數字將會持續增長,該酒店助理培訓主任Thomas Tseng表示,創新的SCNG培訓模式,有助吸引年輕員工加入,因為新科技的學習方法,貼近年輕人創新、活潑的思維,增加投入與認同感,令他們更樂意主動學習,發揮出獨特的潛力。
總結而言,喜達屋為員工設計的SCNG培訓模式,並不能單純以課程去形容,以一個人生的體驗形容更為貼切,系統強大之處就是無論學員身在何處,只要有一部電腦甚至手機,學員就可以參與及完成培訓,從而了解到集團的標準,提出即時的反饋,對人才的栽培及調配具有深遠的影響。
喜達屋簡介
喜達屋於全球擁有超過1,200家酒店,遍布近100個國家與地區,酒店品牌包括W酒店、艾美、喜來登、威斯汀等,員工人數超過18萬人;最近五年,光是在亞太區就將有近130家新酒店開業;預計未來數年,在內地的酒店數目將超過200家。
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