A Customized Training for Customized Service
ACB/August 2007
In its goal to deliver “utmost personalized care” to its guests, Pan Pacific continuously devotes time and money to training its people. One such training, for business writing, ran from July 25 to August 21, 2007.
Joyce Barcelona, Director of People Innovation and Aubrey Tolentino, Senior Operations Manager for Education are at the helm of staff skills development. They consider quality customer service through efficient and effective business correspondence and documentation skills a paramount concern. Thus, they took on the services of Advanced Speech and Academic Professionals Inc.
Prior to the seminar, Technical Writing and Executive Business English (TWEBE), the hotel’s 15 participants (shift managers and supervisors) underwent a pre-assessment they described as simply “challenging.” Nonetheless, they understood the importance of regularly updating their skills and knowledge and dutifully attended the sessions.
The trainer, Carmela Baluyut came to find intelligent and driven professionals in the participants. They asked questions which helped her identify their needs quickly. The workshops were fun and interactive. Each meeting, she gave feedback on their skills for vocabulary use, logic, tone, etc. She made the approach as customized as possible, given the unique needs of Pan Pacific’s clientele. A series of trainings on communication skills for conversational skills and foreign languages this time will follow and ASAP Inc. will continue to provide quality training for the hotel’s specific needs.
Pan Pacific is known for its impeccable and unique Butler Service: one of its kind in the country. It continues to shine above the rest with its excellent services delivered by its excellent people.
“One that desires to excel should endeavor in those things that are in themselves most excellent”.
- Epictetus
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