Training for hotel industry

Under extremely severe business environment surrounding hotels, each hotel must be striving for survival by building systems and reforming organizations. We support hotel staffs to improve business knowledge and skills through professional development training that focus on uses on the job.

■the changes of business environment surrounding hotels

Recently, sales of each hotel have been declining due to expansion of foreign-affiliated hotels and functional differentiation besides effects of the collapse of Lehman Brothers. Each hotel reduced costs and staffs to ensure the profits, but as a result, which led some hotels to ruin their qualities of services and customer satisfactions.

The factors which have effects on how users pick their hotels have been changing. As they now can get various information through internet, customer satisfactions would have a great impact on users in choosing hotels. Also, disadvantageous information such as inadequate customer services might spread straightaway due to spread of social media such as comments on internet.

■The necessity of organizational reform and establishment of system that focus on stakeholders

Each hotel must actively promote reforms of a long-term perspective in order to survive under social environment such as mentioned above.
There lie many managerial tasks such as finding new overseas markets, renovating rooms, setting plans flexible to guests' requests, strengthening financial foundation by thoroughly improving efficiency of management, and developing customer satisfaction to customer delight. Among of all, it is most important to establish systems that can contribute to the interests of stakeholders with a long-term perspective. Therefore, it is essential to develop abilities of each one of hotel staffs who are involved in managing hotels.

■establishment of systems that support improvement of skills and develop human resources efficiently

Including other industries, there is no industry that has higher qualities of customer service skills and education for customer services than hotel industry. However, because of lack of manpower in the field due to reduction of employees, staff education is no longer working well. As a result, there are some hotels are ruining customer satisfaction because of too many young staffs with inadequate skills. It is required to establish organizational system of human resources development that can develop human resources efficiently with less educating hours.
We can also offer proposals for establishing systems of human resource development besides training.

■skill development training that support development of skills and improve efficiency

Besides work experiences in the field, professional development training that support them and educating subordinates would be extremely important to improve operating skills of each hotel staff. After learning basic know-hows by off-the-job training(group training), making use of them through actual works in the field repeatedly according to PDCA cycles would accelerate the speed of mastering skills.
Our skill development training programs offer practical contents that focus on use on the job and also can be customized according to issues of each hotel.

■We propose training that take into account the roles and images that employees should have.

Customer satisfaction objects and expected roles and images differ according to each position and each hotel. We suggest training to get closer to the targets by setting "expected image of employees" of each hotel. We suggest most suitable educating solution to realize further development of hotel squarely facing the issues of each hotel with our professional staffs and instructors who are familiar with hotel industry.
We hope you will find our skill development training useful for your organizational reform and establishing continuous improvement system.