I am passionate about our company's new training programme. It is called Our World Class Way and was specially designed for the Thistle Hotel in Johor Baru and Thistle Port Dickson Resort.
First, let me explain what each word of the programme means.
"Our" means "We", which includes everyone in Thistle Hotel, from the stakeholders to the entire team.
"World Class" means being the best in whatever we do and how we interact with our clients and stakeholders.
"Way" means our distinctive approach and style.
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| The Presidential Suite |
The programme, which was mooted in the middle of last year, was unveiled two months ago.
The team is trained to customise their interaction with each guest, taking into consideration their needs and maximising their experience. This approach will leave an indelible impression on guests during their stay with us.
This helps us to develop the hospitality which is inherent our team naturally. We spent time focusing on our team's strengths, particularly as this is Visit Malaysia Year 2014. When we warmly greet our guests the Malaysian way, it is the start of Our World Class Way.
Our mission is not only to give our clients satisfaction, but also to improve the performance of each team member and make a difference in the hospitality industry.
The hotel industry in Johor has evolved from a corporate market to the corporate and leisure market, with the introduction of Hello Kitty Town and Legoland Malaysia Resort.
We have to ensure that the hotel industry can support the economic growth of Iskandar Malaysia.
For me, there is a difference between a nice hotel and a memorable one. My mission is to make Thistle a brand that people will remember.
Thistle, known for being a "resort in the city", has the amenities of a five-star hotel, but we need to provide unparalleled service to make every guest feel at home away from home. When I recruit team members -- I do not like to use the word "staff" -- I look for attitude and passion.
One must have passion, integrity and honour as these are positive attitudes. Other than these, the other virtues can be nurtured.
I love being in this industry. I have been with the company since February 2008, and I see myself growing with it for many years to come.
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