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Sunny season for hospitality

John Cremer

WITH TOURISTS AND business travellers continuing to flock to Hong Kong in record numbers, the hospitality industry looks set for another bumper year. At the upper end of the market, average room occupancy is at 80 per cent or higher and room rates are holding steady, which means that there could hardly be a better time to open a new luxury hotel.

Understandably, William Mackay, vice-president and general manager of the Four Seasons Hotel Hong Kong, which is scheduled to open in September and has a prime location on Central's waterfront, is looking ahead with confidence.

'It is fortunate to be opening at a time when the Hong Kong economy is extremely strong, but to some extent, it is a matter of luck,' he said. 'In the bigger scheme of things, you build a hotel like this for 60 to 70 years and would expect to see up to 10 complete business cycles during that time.'

Initial plans for the hotel were discussed as long as eight years ago, but the final countdown has begun as construction work nears completion and the fitting out process begins.

The new development will consist of a 396-room property and an adjacent suite hotel with '519 keys', which is intended for longer stays.

According to Mr Mackay, the property represents the corporate commitment of the Four Seasons group to Asia, and to China in particular, and will offer the highest quality available to today's traveller.

Facilities include the largest standard guest rooms in Hong Kong, three major restaurants and a 20,000 sq ft holistic spa with 16 treatment rooms and extensive exercise and recreational facilities.

The overall objective is to be 'hi-tech and high touch' providing the kind of technology - broadband access, wireless networks and LCD screens - that guests need and find easy to use.

'In the end, though, what should set us apart is the outstanding level of service which comes from motivated, well-trained employees,' Mr Mackay said.

In total, 975 staff will be recruited to fill the full range of positions in all departments, from food and beverage - with about 430 vacancies - to management, engineering, the spa, housekeeping and front office. While specific roles will determine the skills and experience required, certain attributes are seen as essential.

'We look for people who are comfortable functioning as part of a team, have a high standard of integrity and expect the same from others, and can demonstrate kindness,' he said.

'We also look for spirit and personality, as we are great believers in work being a combination of discipline and fun, so people can enjoy what they do.'

The main recruitment drive will kick off with a job fair and screening interviews from next Saturday to Monday. This will be open to anyone and the positions on offer will include those for chefs, restaurant managers and assistant managers, food and beverage servers, room attendants, front office staff, engineering staff and spa therapists. Industry experience is not a prerequisite, so those with a background in customer service, retail, or the airline sector are also being encouraged to apply.

'We want the fair to reflect the environment we will create in the hotel, which is for people to feel comfortable and not intimidated,' he said. 'Guests enjoy dealing with staff who have a positive attitude, so we will look for confidence, outgoing personalities and the right business mindset.'

With so many unsupervised contacts every day between staff and guests, a willingness to take the initiative, think independently and make judgments is also vital.

Mr Mackay has been impressed by the quality of applicants so far and noted, in particular, their proactive approach to the acquisition of new skills, showing a desire to take control of their own careers.

'As a company, we are committed to the development of our people and it is therefore good to see applicants so interested in the training programmes.'

For new recruits, these are split into generic orientation courses, covering what it means to work for the group, and functional training based on job responsibilities. Typically, experts are brought in from other properties to pass on their skills and to emphasise the unity created by having a one-value system.

Evidence of their effectiveness can be seen in the fact that Four Seasons can boast the lowest rate of staff turnover in the industry and has been ranked by Fortune magazine as one of the top 100 companies to work for since that survey began.

Future career paths may include the possibility of transfers to properties in the mainland or further afield.

Mr Mackay said: 'We promote from within and arrange internal transfers wherever possible. Countless people have taken advantage of the opportunities that allow them to work in different parts of the world.'

Salient points

New hotel due to open in September and about 975 staff to be recruited.

Job fair to take place on April 9-11 to fill a wide range of positions.

Applicants may be assessed largely on personal attributes for certain posts.

Emphasis on training in necessary job skills and corporate values.

Career paths developed through internal transfers and promotions with international opportunities.

Competitive remuneration package including complimentary rooms at any of 64 Four Seasons properties worldwide.

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