Management Seminar Hong Kong Pelagia Hotel Groups Chan Cheuk Chi Choy Hiu Chu Chu Yuen Ling Lee Oi Wa Li Eric Thapa Riya
Management Core Competencies
The Talent Environment
Pelagia in Greek means from the sea. Our company aims to combine our properties with the natural environments which create unforgettable memories for our clients.
As a leading hotel groups of the world, we are launching three lifestyle resorts under the repositioning plans: and these are: Pelagia (China), Pelagia (Thailand) and Pelagia (Malaysia).
Pelagia Lifestyle Resort
The Resorts Group will follow the same theme: One of environmental-friendliness. We ensure our clients will experience the same standard of service, facilities and atmosphere wherever they travel within the group.
We will maintain our objective, but will not affect the experience of the guests.
The resorts aim to provide a leisurely, relaxing lifestyle for our clients through exposure to our Spa, 3S which are the sea, sand and sun and all kinds of different exclusive activities.
To become the world’s leading exponent of lifestyle resorts where customers can experience a unique environment and first class service delivered by supremely talented associates.
Vision We respect and appreciate nature. We will maintain continued growth while preserving natural resources as a priority. Slogan Pelagia, Bring you to the nature, preserve for our future.
P for Preservation
E for Environment
L for Lifestyle
A for Atmosphere
G for Growth
I for Innovation
A for Appreciation
Service Core Competencies
Pelagia Club: Introducing a frequent customer club where the client receives a bottle of champagne on arrival as a welcome gift. Therefore, We can enhance the loyalty of clients and show our concern for them as prestigious individuals.
Satisfy Customers’ special needs: Associates will be trained to be more attentive to the customers’ needs. Upon customer’s request, the resort will strive their best to accomplish it. E.g., Special Menus will be available to vegetarians, or those with religious or special needs.
Service Core Competencies
Effectiveness and Efficiency of Service Plans:
In order to provide instant assistance or services to customers, staff are required to reach the customers within 3 minutes after they receive the request. Request will be categorized in 3 levels: level 1, level 2 and 3 which will be sorted in assigned time.
Level 1 (1 mins-30 mines)
Level 2 (30 mins-1 hours)
Level 3 ( 1-2 hours)
Management Core Competencies
Establish Service Standard Guideline:
We will establish a service guideline for our hotels and all of the staff are required to follow it strictly. A senior manger will have direct responsibility for this guideline and monitor it continuously. If any staff have unsatisfactory performance, training will be provided to improve it. By maintaining highest standards our staff will automatically increase their job security as chances will be given to correct their errors.
Management Core Competencies
Establish an environmentally-friendly culture :
In order to give direction on decision making and performance, we will continuously remind our associates to be aware of our core objectives. We will hold orientation sessions on every new employment to introduce the company’s culture. During every morning briefing, the managers or officers will reminds subordinates of the company’s culture, mission and core values .
● USE OF RESOURCES
We will use solar power to save energy where possible and will use paper products but not plastic. We will develop a suitable sewage system for all our resorts, the water will be treated before dumping into the sea. Most of that water will be used for washing and plantation purposes. We will develop an eco friendly systems for all room and guest laundry.
We offer a first class service by well trained and knowledgeable associates. We will provide a service script to the staff for better customer service but will allow all associates to expand the script as appropriate to the needs of the situation.
Variety of restaurants like Japanese and Chinese will be available in our
Competitive Method – cond’t
Handling demanding customers
We train our employees, to handle demanding customers and take it as a challenge. We provide them with guidelines to do so.
Investing in best quality and suppliers
We invest in best quality equipment and suppliers. We work closely with local suppliers and we use local products like local grown vegetables. This will help to promote local market and enhance the local economy.
Investment in design and atmosphere
Our resorts are designed to be nature friendly where clients can feel relaxed and comfortable. We have a aromatherapy system in each resort to enable our clients to acquaint themselves with the natural environment of the country where the resort is established.
Competitive Method – cond’t
Our resorts are designed with paired down elegance as we focus on simplicity and relaxation. All of our facilities in our resorts are environmentally friendly. We use solar energy systems to replace energy. We soft renovate our resorts after every two years to allow our clients to gain new experiences, consumers today are more demanding and exacting in what they expect from luxury properties.
We believe that strong ethics and good business come together naturally. We are also committed to operate our organisation with integrity and in accordance with the highest ethical standards. A reputation is built on the trust and confidence of all our stakeholders and integral part of our vision is to create the premier resort company in the world.
The code of ethics and business conduct (‘the code’) set up a principle and standard describing how we should work and behave. Wherever we are in the world, it apply to all directors, officers and employees of Pelagia resorts and should be read together with the competitive core values.
We must all uphold the responsibility to behave ethically and protect the reputation of our company. This principle lies at the heart of who we are and nothing should ever compromise our comment to honestly and integrity
We will be focusing on the following issues for ETHICS
We will hire staff from different nationalities without sex, age, colour barriers. We will welcome people from all over the world to join our organisation.
We are committed to deal fairly with our customers, suppliers, competitors, shareholders and associates. We will join a trade fair union which is a organisation in dealing fair, to ensure everything is fairly done with our organisation.
Freedom for staff to speak
We will welcome our staff to provide feedback about the organisations performance. They can speak freely to the management team and express their views without threat.
We will be focusing on the following issues for ETHICS – cond’t
We are committed to protect the environment for the future generation. We organise environment alert programs with the local community and we focus on a sustainable environment.
Health and safety
Pelagia Resorts are committed to establish and maintain health and safety protection programs that promote and protect employees and prevent injury to the environment in its operating community.
Talent Environment - Recruitment
To ensure we can recruit the right talent to work in our group, we will apply the following steps in recruitment.
Developing a Job Description – It states clearly the purpose, scope, duties and responsibilities of a job. It is a general idea about the job.
Develop a Personnel Specification - It is a more detailed development of a job description. It states both physical and mental abilities required to perform the job properly. It can show the public about what is required for the jobs.
Short list the applicants through interview, by way of aptitude and ability test. This can help to select the right applicant for the job.
Talent Environment - Attract Talent
Attractive Payment Programme We will set our associates’ salary 5% above the market’s average. In order to attract talent in the market, money will be a most attractive factor at the outset.
We will provide medical and dental services to our associates and offer discount to them when they/ their relatives live in any of our resorts during holidays.
In order to reward the associates for good performance, we offer them 1 month salary bonus at the year end. Moreover, we will set up a competition in order to encourage the associates to accomplish pre-set objectives.
We will develop a good promotion system for our associates and it operates under a fair and open environment which is truly base on performance. We will publish our promotion system to the public in order to foresee their future in our groups.
The Talent Environment - Motivation
2 methods will be adopted:
In order to motivate our talent, we focus on our job designs. Instead of working in one position, associates will go through a job rotation which moves them from one job to another over time. This can help to variety and to help remove boredom. Moreover, it can help to encourage the associates to identify more about the resorts. This is carried out to ensure that our people are more secure and their jobs because they are able to multitask and important element in today’s changing business environment.
They will also go through Job Enrichment which will be a vertical extension of the employee’s job. It will let the employees have more freedom in decision making and also encourage participations in executive planning decisions. It can motivate associates by building opportunities into their jobs for satisfaction and enable them to feel more important and finally develop a sense of achievement.
The Talent Environment - Training
Training program for all associates:
We provide training for all associates to bring them to a desired degree of proficiency in the skill or knowledge required for their job. On and off job training will be used by our resorts in order to provide a dynamic programme with theoretical and practical applications for our associates.
It can enhance the productivity and efficiency. It can act as motivator to encourage associates to learn more. With higher proficiency, accidents will be reduced. Additionally, well-trained staff can be more versatile as the work force of our resorts are extremely flexible. Good training programmes will enhance the prestige of our resorts which is result in attracting talent to our arganisation.
Employing 3 New Managers and Assistant Managers
Introduction of our company
We are a lifestyle Resort and we have opened three new resorts in China, Thailand and Malaysia. All our resorts standards will be the same.
Our mission is to become the world’s leading exponent of lifestyle resorts where customers can experience a unique environment and first class service delivered by supremely talented associates like yourself. Our vision is respecting and appreciating nature. We will maintain continued growth while preserving the natural resources as a priority.
Our clients are environmentally concerned, individuals, families and retired people with the highest expectations of service and standards. Our clients are from all over the world from The Americas, U.K, other European countries and Asia.
Employing 3 new Managers and Assistant Managers – cond’t
We have recruited you for our new resorts which will be launching in the near future. You are recruited based on your past experiences, talent and skills. We are always looking for individual like yourselves with good past experience with hospitality.
We will organise an induction programme for all of our staff in the weeks ahead so that employees will be more familiar with the working environment. We will let them experience each and every facility of our resorts. So that the employees can have a better understanding of the products and services from a clients perspective.
We focus on talented individual and retain them and motivate them as I mentioned earlier. The talent we hire will be mentored by our existing employees.
We prefer managers and staff to have technical, communication, human, marketing, finance and management skills.
We prefer leaders rather than managers because leaders inspire people whereas managers control what to do and provide information.
We will adopt a marketing segmentation strategy to the group to put us into a better position to identify the most attractive parts of the market that it can serve effectively. It can truly improve the contribution to profits and help the group to spot new marketing opportunities.
Our group applies concentrated market targeting and we will focus on high-spending power groups with an interest in the natural environment and who are also seeking to relieve pressures of the business world or city life.
Through concentrated marketing, we can achieve a strong market position in the segment we serve.
Induction to the associates
Lifestyle is a way of living which is created by a group of people with same beliefs and interests. Our resorts’ lifestyle is different from the normal experience of a tourist and will allow them to experience a sense of nature and relaxing environment.
We are truly eco-friendly lifestyle resorts in everything we do from our architecture through design, plant and equipment and all other aspects of our operation. In this we are all of one belief- the preservation of the environment, and you need to be aware of this belief.
Induction to associates
Our resorts are designed in an environmentally friendly style with solar-power and the unique sewage system. All of our building materials are well utilized and effectively used. It is also less damaging to the original appearance of the surrounding sites. Thus achieving the objective of preservation. In combination with nature, our resorts will be three of the most special resorts in Asia. We hope you have a clear understanding of our properties and a clear knowledge of their distinctive design and reason for being every associate will be seen as our environment preservation ambassadors which help us to promote the resorts’ lifestyle.
Our target customers will be mainly English speakers, who will be knowledgeable with high-disposable income. Their demands will be higher than the normal clients which you will meet in any other hotels. Therefore, we hope you will serve them with your hearts, which is also our company’s requirement to our associates. Your performance will be measured by our monitoring systems which will be operated by a senior manager. It encourages you to perform in the best way.
Induction to associates
You are regarded as the most important assets in our groups, while we will offer you any assistance you may need it is my hope that you will develop throughout the time you are with us and gradually promote through the ranks to managerial positions.
We believe you are all talented with great potential. Training programmes will be offered to equip you with the knowledge for today’s ever-changing environment. We encourage you to develop your potential by furthering your studies and to this end we will provide financial assistance. Guidelines will be given as a direction and format of performance. Our associates are in a family, ideas and comments therefore should be shared and discussed. You are encouraged to raise your ideas and opinion to managers whenever you can. This can benefit the growth and development of our resorts. It is my hope that our associates will form one of the best team in the world.
We welcome you to our big family! We believe your career in Pelagia group will be the most exciting experience in your life.
You have my every best wish and Good Luck!
Key to Success
Our well trained and knowledgeable associates will play a vital role in the success of our business.
Relationship with clients
We will maintain excellent relationship with our clients. We have a personal service representatives to do this in each resort. Also we have a feedback system where clients can write their views towards the service and all the facilities. Within twenty four hours we will respond to that email and all guest feedback will be available to me for comment.
We have a marketing team and they are responsible for marketing locally and internationally. As marketing plays a vital role for the success of every business today.
It is one of the key major for the success of our business. We wish our clients to be fully satisfied with our service and facilities. As a result, clients will return to our resort and we will become their preferred resort for all future visit in the countries in which we have the presence.
By now we hope all the above information will help you to understand more about our organisation and our performance.