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The Renaissance Harbour View Hotel has launched a unique programme to help new staff to perform

IT IS SAID that with a good start, you are halfway to getting the job done, which may explain why the Renaissance Harbour View Hotel places so much importance on its training programme for new recruits.

The three-day programme, 'In the Beginning', designed by the hotel's management company, Marriott International, introduces newly hired employees to the essential elements of the hotel. These range from the history of the Marriott franchise to all the skills needed in the hospitality industry

'We believe that joining the Marriott marks a new chapter in one's career,' said Carrie Lui Mei-po, the hotel's human resources manager.

A training or orientation programme is standard fare at many companies keen to give new recruits a quick introduction to the ABCs of their new workplace. However, these programmes are often too short, lasting only a half to one day.

The Marriott's new training programme has changed all that. Launched in Hong Kong last October, In the Beginning has replaced the hotel's one-day orientation session.

'We are quite proud about investing three days in the programme,' Ms Lui said.

Before starting work, all new recruits, regardless of their seniority or which department they belong to, must participate in the programme. It is a cross-training session attended by staff of all levels from all departments including management, housekeeping and food and beverage.

On the first day, participants learn about the brand and the history of the Marriott. On the second day, they are taught about hospitality and guest skills.

On the third day, the programme focuses on the so-called 'quality and you', which is about empowerment and personal improvement.

The format of the training programme is significantly different, given the In the Beginning theme, and relies on storytelling rather than lectures.

'We ask our experienced associates to share with the participants what happened in this hotel; any interesting things, unforgettable incidents or funny anecdotes,' Ms Lui said.

There are also some games to break the ice and inject some fun into the training.

More than 60 staff members have joined the programme, and so far the reception has been encouraging. Many 'graduates' said the training made them feel that they had been welcomed and taken care of.

Ms Lui was confident the hotel had 'started a new trend that has a major benefit'.

'We take care of our associates so that they will take care of our guests. If our associates are happy, we can serve the guests better, and this will certainly be good for the company and the business.'

Gert-Jan van Lochem, a management trainee who recently arrived from the Netherlands, attended the training in December. He has attended other orientation programmes, 'but nothing's been like this', he said.

'In other hotels, we usually had a tour but nothing else. In this hotel, they aren't teaching but sharing experiences. I feel I've been welcomed to a big family,' he said.

The 24-year-old was also confident that the programme would help him early in his career. 'It teaches me how to deal [with] and motivate people - skills that will be useful for anyone in the management profession.

'During the training, we also got a chance to discuss real key points, such as what skills are necessary in the hospitality industry, and how important body language is.'

As time goes by, the hotel makes adjustments to the programme.

'We decided to move the group lunch from the first day to the last day of the training,' Ms Lui said. 'It's better that way because the participants have built up a relationship and are more relaxed.'

In the Beginning is just a start. The new recruits take part in another training programme two months later, called 'Chapter 2', in which they review what they have done in the past 60 days. The final session is called 'The Plot Thickens', and comes 30 days after the part-two programme, which strengthens what they have learnt.

A Warm Welcome

'In the Beginning' is a three-day cross-training session, attended by the hotel's new recruits

It relies on storytelling where the hotel's staff members share their experience, anecdotes and impressions of working in the hotel

There are also some games to break the ice and inject some fun into training

The programme aims to not only introduce all the necessary information to the new recruits, but also to make them feel welcome

The hotel believes if staff members are happy, they will serve guests better



New chapter in hotel training