Dream of the Grand Hotel
The Dream of the Grand Hotel~ ~ As the Grand Hotel Fellow
“Learning through experience,” “Serving today’s customers and looking to tomorrow’s customers” are mottos of the Grand Hotel. “To become more considerate to meet the customer’s expectations” is also ideal. |
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This is where the service industry and the production industry differ significantly, each representing an important force. Hundreds of employees each make up part the Grand Hotel’s “product.”
Any employee greeting the guests with a stony face will surely spoil their appetite, and in the service industry, each process is important; everyone works on behalf of a vital force. The hotel industry has always been in the spirit of conducting human communication with employees and customers, enabling it to survive for 59 years since 1952.
Towering in the waist of Yuanshan (Round Mountain), facing the Keelung River, with the Yangmingshan behind, Sungshan in the east, and Tanshui River in the west, the hotel’s imposing appearance with red posts and golden roof tiles set off the magnificent classical atmosphere and convey the beauty of Chinese art. It is one of Taipei City’s representative landmarks, known around the world.
Every employee, in addition to their original title, also acted as extra-entitled customer service personnel. The General Manager is no exception. In this way even if employees do not desire contact with customers, they will always, with a service mentality, pay attention to the customers’ needs. In selecting employees, the hotel is supposed to pay attention to the code of conduct.
A trust should be established between the supervisors and the employees, who are expected to give their all in order to do a good job in providing their services to the guests. “Man is the greatest asset of the hotel service industry! Indeed, the message of every employee is representative of the hotel. And for a restaurant to be sustainable, the most important element is that the concept of man must always be evolving!” To facilitate this, all service personnel must undergo training. Two kinds of training available are: conceptual and technological, with the conceptual training actually being more akin to the so-called formal education.
Through a standard management training program and an open and innovative style, the five-star Grand Hotel expects to retain its competitive edge.
~~ The verbatim taken from an interview of the team with the Manager of The Grand Hotel Wang Er-bi on the afternoon of January 12, 2011.
