At The Peninsula, we provide a range of training opportunities for our staff. These include language lessons and courses that focus on technical knowledge, including presentation skills, customer service and supervisory and management skills. As for business etiquette, our staff are required to adhere to our behavioural standards that are introduced to staff during the orientation period. Thanks to our buddy system, they are further communicated to newer staff by their mentors and our long-serving staff, who act as role models on a daily basis. We believe this ensures a high quality of service and consistency, no matter where the guest may be in the hotel.

Susanna Yau, director of human resources, The Peninsula, Hong Kong

To achieve technical, professional and leadership capabilities, we promote a balanced mix of learning and development called the 70-20-10 approach. About 70 per cent is on-the-job training, where colleagues are encouraged to enhance skills by interacting with clients and making sales presentations. To accelerate their expertise, we offer critical experiences, such as presentations, to executive committees and exposure to board members. A further 20 per cent involves colleagues learning from others - from their peers or by joining our Toastmaster Club, wine tasting or make-up class. Finally, the bank offers related formal training and online learning at different levels under the professional development curriculum. This all helps our employees to not just learn and grow but to look smart.