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Ed Dean - JETT Training
Ed Dean - JETT Training
Ed Dean - JETT Training
Ed Dean - JETT Training
Ed Dean - JETT Training
Ed Dean - JETT Training
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Ed Dean - JETT Training

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WTM-ChinaContact Tourism Industry Forum …

WTM-ChinaContact Tourism Industry Forum
November 2006

Published in: Travel
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  • Thanks for posting this Roy - for anyone interested, I've posted a few other (more recent) presentations which you can find by searching for 'JETTcustomerexperience' in Users
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  • 1. Investing in soft capital: Hospitality and service skills in China’s service industry Ed Dean, JETT Training Monday 6th November, London 6th November © JETT Training 2006 1
  • 2. Contents • Brief introduction • Why are we discussing poor service? • What are the challenges? • What are the solutions? — How can international organisations help to improve skills in China's hospitality sector? — What opportunities are open to investors interested in China’s tourism sector? 6th November © JETT Training 2006 2
  • 3. A brief introduction to JETT Training • A story of opportunity • Started in 2004 — Language at restaurants • 2005 — Hotels — Retail • 2006 — Beijing — Training in Chinese — Customer service 6th November © JETT Training 2006 3
  • 4. What are the challenges? • Why are we discussing this? • Why is a ‘service culture’ currently lacking? — Political / social reasons — Staff recruitment and retention difficulties • Tough working conditions • No tipping • High turnover — Perception of service industry as not glamorous — Language — Awareness of the problem itself — Budget and priority 6th November © JETT Training 2006 4
  • 5. How best to invest? • Investment people — Pre-job training — On the job training — E-learning opportunities • Education: importance of service — Local hotel owners • Education: good career — Students, graduates and employees • Awareness and Awards initiative 6th November © JETT Training 2006 5
  • 6. Thank you Ed Dean Ed@jett-training.com +86 13901600935 www.jett-training.com 6th November © JETT Training 2006 6

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