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Enhancing Hotel Staff Training for Chinese Visitors in Hawaii

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The influx of Chinese visitors to Hawaii has surged by 43% in 2012, with expectations for continued growth. However, frontline hotel staff at Starfire Hotels & Resorts lack the necessary cultural and language training to effectively serve this demographic. To improve service quality, a comprehensive needs analysis and training program will be implemented, focusing on employee capabilities by the training’s completion. Key methods will include onsite visits, interviews with management, and specialized training sessions. The ultimate goal is to ensure a memorable experience for Chinese guests while driving hotel revenue.

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Enhancing Hotel Staff Training for Chinese Visitors in Hawaii

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Presentation Transcript

  1. DATS US!

  2. Davina Pangelinan Tami Saito Annette Ahuna

  3. Background and Problem

  4. According to Pacific Business News (Aug. 2012), the amount of Chinese visitors to Hawaii so far in 2012 has risen 43 percent and these numbers are expected to continue to trend upwards.

  5. Chinese visitors are staying longer and spending more than visitors from Japan(Hawaii Tourism Authority).

  6. Starfire Hotels & Resorts frontline staff including front desk, housekeeping, room service, and bell service employees are not properly trained to interact with the Chinese visitors in culture and language.

  7. Recommended Needs Analysis Plan

  8. Goals and Objectives • What are the goals and objectives of this project? • What would you like your hotel employees to be able to do by the end of the training? • How will learner success be measured?

  9. Onsite Visit • Gather data and analyze. • Conduct an interview with the Human Resource director • Conduct a Population Analysis • Conduct an interview with the Guest Relations director

  10. Resources • Hire SMEs from an outside source • Observe Chinese Culture and Language Training • Internet Resources • Chinese Phrases for Travelers • Translate

  11. Training Recommendations • Hold trainings at specific hotels • Stagger training to allow maximum employee participation • Form focus groups based on specific job tasks • Webinars

  12. Closing Remarks zai jian = good-bye

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