Customer
Spotlight
Customer
Spotlight
 MANDARIN ORIENTAL HOTEL GROUP |
| In a hotel there are numerous
"moments of truth" every day. With the number
of new entrants to the market, all hotels are forced to
create a strong competitive edge. While many hotels have
continued to put millions of dollars into refurbishing
their facilities, one hotel group -- the Mandarin
Oriental -- has supplemented this effort with a strong
focus on enhancing teamwork and developing its people.TMI has
worked with the Mandarin Oriental Hotel Group and its
properties for a number of years now. TMI's training and
change process has been used as a catalyst to, and is now
part of the strategy for, their quest for continued
excellence in service quality. For the Excelsior Hong
Kong, Mandarin Oriental Hong Kong, Mandarin Oriental
Honolulu, Mandarin Oriental Macau, Mandarin Oriental
Manila and the Oriental Singapore, TMI worked with each
and every staff member to motivate them to change their
attitude about the whole area of customer service. TMI
was involved in the design of the change process and in
the training of employees. Every CEO and training manager
of each hotel worked closely with TMI in conducting
reinforcement activities and follow-up campaigns to
ensure the success and continuity of their new
customer-driven mission. RESULTS: The Mandarin Oriental Hotel Group has consistently been acknowledged as a world leader in the hotel industry. Just recently, it also won the 1992 Quality Award from the Hong Kong Management Association. The Excelsior has one of the lowest staff turnover rates in Hong Kong and was one of the first hotels to recover from the slump in occupancy rates brought about by the Gulf War crisis in 1991. As a result of their performance, Angela Sayell, former Training Manager of the Excelsior, was dubbed by the South China Morning Post as a "training guru." |
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