The document discusses issues at the Windsor Suites hotel in Bangkok such as staff being unable to clearly identify customer needs and provide superior service. It analyzes underlying causes like a lack of English ability and clear vision. It recommends solutions such as establishing a shared vision, conducting mystery shops, training programs, strategic hiring, and leading by example to improve staff performance and the customer experience.

2.  Company Background
 Data Collection
 Review of the stated problems
 Underlying causes of the stated problems
 Analysis and recommendation of possible
solutions
 Conclusion

3.  Located in the heart of Bangkok
 26 years in the Industry
 458 rooms
 Swimming pool
 Fitness center
 Spa
 10 large function rooms.

4.  Interview and interaction with the following:
1. Mr. BurathMangalakiri. (Resident and Training
Manager)
2. Mr. Paul Philippou. (Assistant Resident Manager)
3. Ms. BoonchaluayJomdej. (Director of Sales (MICE)

5.  Staff unable to solve individual customer
problems though an inability to identify and
clarify customer expectations.
 Staff unable to differentiate between customer
opinions and real issues that, unsolved, would
result in the customer having a negative
experience.
 Staff not pro-actively engaging customers in an
attempt to provide superior service.

6.  Staff not being able to recognize how to
manage individual customers.
 Misunderstandings between staff and
customers resulting in extra time and
unnecessary resources being employed to solve
issues.

7.  English Language ability.
 Lack of motivation to learn a foreign language
 Lack of a clear and defined Vision.

8.  Vision and Strategy
 Mystery Shopping
 Gamification
 Strategic use of Human Capital
 Training and Development
 Staff Selection and ‘FIT’
 Field Trips
 Employee Tolls
 Lead by example
 Fun Events

9. Not having a clear vision that all staff can
understand and align to, can result in
ambiguous behavioral expectations,
fragmented decision making, inequalities
between departments and the company being
seen as directionless

11. Though enforcement of improved standards
and behavior can be lead and managed though
supervisors, it is essential to check what the
actual customer experience is and to assess if
Windsor is consistent with performance and
customer experience targets

12. Individual visual measures could trigger
intrinsic motivation as employees feel peer
pressure and drive to achieve.

13. Given the available labor pool and benefits
available, costs must be tightly controlled, it is
recommended that Windsor strategically
employee staff with a high standard of English
ability at all key customer touch-points.

14.  There are some training modules in place
already at Windsor, carried out by Senior
Management
 The opportunity cost of not outsourcing more
structured training, particularly English
language training may be high,
 Especially when the most effective use of
senior management time and resources is
considered.

15.  The objective of training programs is to
replicate working conditions but to set the
scene so that students challenge themselves
and practice in a ‘safe environment.
 Equally important are clarifying tools enabling
students to proactively manage discussions to
limit miscommunication, clarify exact issues
and causes, and build and add to the skills they
have learnt.

16.  Until an effective assessment and hiring
procedure is in place, it is likely that, even with
training, challenges with some employees will
remain to the detriment of departmental goals
and company vision.

17.  In order for an effective evaluation to take
place, it is recommended that the below areas
be assessed for all open positions in the
recruitment process.
 Role specific technical or specialist skills
 Interpersonal skills
 Problem solving skills

18.  Attract employees to become part of learning
 Allow employees to get deep understanding
and ability to recall experience
 Competition in hospitality business is fierce
 Visits to Competitors
 Corporate events

20.  Reduce misunderstanding and to expedite
problem solving
 Reference tools that contain both language and
other useful information / iPad
 Handbooks containing key vocabulary with
pictures
 Access to books, videos, handbooks and eLearning
materials

21. HANDBOOK
ENGLISH THAI
Hair dryer = เครื่องเป่าผม
Kherụ̄̀xng pèā phm

22.  People learn more effectively when they are
relaxed
 Creating a fun working environment
 Implementing learning techniques:
 Role plays
 Painting competitions
 Watching English movies
 Speech competitions etc

24.  Great workplaces arise from great leaders
 Role model
 Create an encouraging atmosphere
 Energy and enthusiasm to drive the change

26.  Windsor Suites prioritize establishing a
corporate vision, clear to both management
and staff that can be shared both externally,
with potential customers, and internally, with
employees.
 Since Windsor operates in an Environment
where communication is key to success,
communication problems that stem from
motivation, attitude and culture need to be
addressed.