Tag Archives: hospitality training

Thailand 2012: The Year of English Speaking

Thailand’s English Speaking Year 2012 program was launched on the 26th December and the program is set to prepare Thai people for the ASEAN Community in 2015, in which the citizens of the ten ASEAN nations would be more connected.

Education Minister Worawat Ua apinyakul 150x150 Thailand 2012: The Year of English SpeakingThe English Speaking Year 2012 program aims to make Thailand ready to be a part of the ASEAN Community in 2015, because the English language will be major language spoken between  the  ASEAN member countries. Also, the program aims to raise the Thai people’s awareness of ASEAN.

According to Minister of Education Woravat Auapinyakul, English must play a key role in communication for Thais and the Ministry of Education will to place more emphasis on communication in English until the majority of the Thai people can communicate in English.

Britain’s former Prime Minister Tony Blair has also been busy promoting the new English Speaking Year 2012 program as he acted as an honorary English teacher at the Education Ministry on the 16th January January where he stated “How happy I am that Thailand decided to take the teaching of English seriously.  It makes sense as the world today is more and more one community and English is a universal language. So it is very sensible for the education system in Thailand to do this.” Tony Blair 150x150 Thailand 2012: The Year of English Speaking

As the migration of labour within Asean countries begins in 2015, career training and personal development are needed now, if Thai hospitality workers are to remain competitive.  However job skills alone are not the crucial factor in making Thai hospitality workers superior to Singaporeans or Malaysians – we need to improve their Hospitality English language skills too.

Mr Worawat, Minister of Education, has said the Ministry wants students to have the confidence to speak English without worrying too much about grammar.   Therefore from the 4th January, students, teachers, officials and government offices under the jurisdiction of the Education Ministry have started speaking English at least one day a week as part of The English Speaking Year 2012 program and they will complete activities which will give them opportunities to speak English and build up their confidence in using it without excessive concern about grammatical errors.

DSCF0579 150x150 Thailand 2012: The Year of English SpeakingWith ETC’s ‘Confidence in English’ Hospitality English Language Training Schemes (HELTS) how your employees  ‘perform’ On-The- Job  is emphasised rather than the ‘testing’ of what grammar knowledge the trainee has acquired in a classroom. ‘Confidence’ with service excellence Hospitality English language and professional development are our priorities as we believe it is our responsibily to help your employees communicate ‘confidently’ and realize they are part of the “global village”

HELTS “On-The-Job” training sessions create a positive learning and development environment as employees are encouraged to learn by doing; actively listening, questioning and problem-solving while also receiving helpful feedback. To do this our ETC Trainers first present the Hospitality English language to employees practicing pronunciation and fluency, and then Trainers demonstrate using the language “On-The-Job” in a realistic accelerated learning role-play.

ETC… Hospitality English Language Training Schemes (HELTS) are the difference between customer service excellence and mediocrity  So CONTACT US TODAY or check out our FACEBOOK PAGE to see how our unique ETC HELTS can help your employees become part of the ASEAN Community in 2015.

Boost your social network profile with English Language Training!

ETC’s Hospitality English Language Training Schemes can help you connect with customers.

facebook 150x150 Boost your social network profile with English Language Training!With social networking sites such as Facebook, Google+ and Twitter you now have the potential to connect with millions of people who may be interested in your business and services.  Social networks have quickly become the new marketplace where you can engage with your existing customers directly and where you can attract new potential prospects easily.

Since the explosion of networking sites both your existing customers and your potential new customers are using sites such Facebook, Google+ and Twitter more and more in their day to day lives.  In fact, do  you know that:-

  • 78 per cent of consumers trust peer recommendations, only 14 per cent trust advertisements (Nielsen).
  • In 60 seconds, 695,000 status updates, 79,364 wall posts and 510,040 comments are published on social networking site Facebook (go-gulf.com 2011)
  • 177 million tweets are sent per day in the world (Buysellads 2011)
  • If Facebook were a country, it would be the world’s third largest and twice the size of the U.S. population (Facebook and world population data)
  • While the TV took 13 years to reach an audience of 500 million users, Facebook reached 100 million in 9 months (Socialnomics 2010).google plus logo12 150x150 Boost your social network profile with English Language Training!

Unfortunately however, as consumers become more confident in the usage of interactive media, Hotel Groups and Hospitality Management Companies are finding it more difficult to connect with consumers and must work harder to attract, engage and interact with them if they wish to encourage their customers to make bookings via sites such as Facebook, Google+ and Twitter.  Especially as:-

  • Social media now influences the brand perceptions and purchase decisions of 38 million people in the US (Businesswire 2011)
  • Companies like Dell make $6.5 million from Twitter sales (Guardian.co.uk)
  • Businesses such as MTV, Starbucks, Coca Cola, Oreo and Converse are engaging with more than 20 million users every day (Socialnakers 2011).
  • Top social game apps earn the reach of TVs top-rated shows. The engagement of an addictive game has the popular culture impact of Rock and Hollywood stature (#Socialgaming Astech SF 2011)
  • In the near future, we will no longer search for products and services. They will find us via social media (Socialnomics 2010)

twitter icon 150x150 Boost your social network profile with English Language Training!According to the statistic from the Internet World Stats, it is reported that the Internet users is growing at an explosive rate, with 480% growth during 2000 – 2011. Currently, there are a total of 2.095 billion internet users globally, of which 44% are in Asia accumulated to 922 million. It also shows that internet users in Thailand has totaled 18.3 million and projected to grow to 66.7 million users by this 2011.

Even Mr. Akapol Sorasuchart, the President of the Thailand Convention and Exhibition Bureau (TCEB), said recently “Social Media has been considered as the most effective tool and played a significant role in all business aspects. It is also accounted to the business-to-business platform. Many of business corporations have already jumped on the social media bandwagon in order to engage in two-way conversations with their customers and drives business success.”

How can ETC’s Hospitality English Language Training Schemes help you connect with your customers – daily?

DSCF02971 Boost your social network profile with English Language Training!Unfortunately, a full-time Hospitality English Language Training scheme still remains just another burden for many Hotel Groups & Hospitality Management Companies within Thailand.   These companies still believe “They don’t have the time”.  However this also means these same businesses are still unaware of the power a full-time Hospitality English Language Scheme has to ‘continually connect’ them with guests during their stay and long after they have left the property.DSCF0473 Boost your social network profile with English Language Training!

On a property level, hotels can ‘personally connect’ with guests by scheduling “On-the-Job” English Training sessions in areas of the property where guests can easily observe, and be encouraged to actively participate in, employee training sessions.  Once guests have left the property they can continue to monitor employee progression through the hotel website, Facebook Page and Google+ Circles as you update your social network profiles with images of “On-the-Job” English Training sessions; post comments on topics being taught and involve your customers in interactive English grammar games and quizzes.

DSCF0552 Boost your social network profile with English Language Training!By investing in employee educational development with a full-time ETC Hospitality English Language Training Scheme, hotels will not only be taking ‘social responsibility’ for the personal and professional development of their employees they can ‘connect’ daily with their customers.  So CONTACT US TODAY or check out our FACEBOOK PAGE to see how our unique ETC HELTS can help your business engage with your existing customers and  attract new ones!

How Can English Product Knowledge Training Benefit Thailand’s Bar and Restaurant Servers?

Are your bar and restaurant servers the hospitality professionals your international guests expect them to be?

product knowledge 1 150x150 How Can English Product Knowledge Training Benefit Thailand’s Bar and Restaurant Servers?Knowledge is power and, for Thailand’s hotels, restaurants and bars, Hospitality English Language Training combined with English product knowledge training can mean more profits. The problem is most Thai servers don’t have the Hospitality English Language skills or English product knowledge required to make informed recommendations to your international guests.

Having the ability to explain, in English, which ingredients are in a menu item, how the item is prepared and served, and which menu items ‘pair’ well together can allow your bar and restaurant servers to use different techniques and methods to  make  up-selling suggestions to  your international guests.

Suggesting extras such as salad with a steak, a carafe of wine instead of a glass or premium spirit brands instead of regular spirit brands not only builds your check averages but also improves the perception of your restaurant’s service delivery.  Guest feel taken care of when employees suggest items that enhance their dining experience.product knowledge 3 150x150 How Can English Product Knowledge Training Benefit Thailand’s Bar and Restaurant Servers?

It has always been essential for Thailand’s bartenders and servers to be knowledgeable about the products they offer however, they cannot ‘Up-sell’, when they do not have the Hospitality English Language product knowledge they need to suggest your food and drink items to your international guests.

Today, it is important for your bar and restaurant Servers to understand how both food and drink menu items are served as the guest who wants to know how a dish is prepared, or what’s in a certain Thai curry, is just as likely to ask where a single malt Scotch is from, how a cocktail is made, or what the difference is between a Cappuccino and a Café au Lait.

“We don’t have time and our employees don’t need English product knowledge Training”

Other Thai hospitality businesses feel outsourcing English product training is an unnecessary cost as they already have a Human Resource Department or a Food and Beverage Manager who can speak some English. However, just because the Learning and Development Officer and F & B Manager can speak a little bit of English or is an expert at product knowledge it, doesn’t necessarily mean they have the skills to teach employees the effective  English language they need to successful ‘suggest and upsell’ to international guests.  Two different skill sets are required.

product knowledge 2 150x150 How Can English Product Knowledge Training Benefit Thailand’s Bar and Restaurant Servers?Employee attitude to the ‘typical’ boring TEFL English lessons is usually the final reason why Thailand’s hospitality employers avoid investing in English Language training.   However with a bespoke ETC ‘Confidence in English’ Hospitality English Language Training Scheme focused upon Customer Service Excellence and Food and Beverage Employees  you servers will enjoy a multitude of fun and exciting  activities and games designed to accelerate learning.

It may take some time for your Thai employees to become comfortable with recommending your food and drink items, especially in English, however with a ‘Confident in English’ Hospitality English Language Training Scheme from ETC…English Training Courses your Bar & Restaurant Servers will soon become assured and confident that they are providing the correct information to your guests. Then all you have to do is remind them that increasing their product knowledge has a direct payoff in bigger checks, bigger tips and more satisfied customers!

Can Your Front of House Staff Explain Your Product to English Speaking Guests?

bigbuddajpg Can Your Front of House Staff Explain Your Product to English Speaking Guests?The main focus of many hospitality training programs must be the encouragement of Front of House staff to be more pro-active when it comes to anticipating the needs of guests and freely offering additional, relevant information.

However to be able to deliver pro-active hospitality services, Front of House employees must first have a very strong working understanding of their “product.”

This obviously means they must first be capable of answering the question: “What is our product?” Unfortunately a lot of employees nowadays believe that they are working in the “room rental” business. While it’s true that guests are in fact paying for “time” spent in your “space,” what they are actually purchasing is  their very own personal travel experience; an experience affected by the destination, location, local points of interest, attractions, and needless to say the hotel features and amenities outside of their room.

When Front of House staff understand their product , they can supply guests with the information and “local insider’s tips” which are important to any out of town visitor.  Unfortunately the majority of hotels and resorts today appear to put little, if any, energy into training their employees to understand the product. Maybe they believe that “the locals” ought to have this information already.

Elephant trekking Can Your Front of House Staff Explain Your Product to English Speaking Guests?Yet past experiences shows us that simply because an employee is a local resident it doesn’t necessarily mean they are automatically an expert.  Therefore, Managers and Human Resource Departments must work closely with their Front of House team by:

  • Outlining forthcoming community events and activities at pre-shift meetings.
  • Place a local and hotel events calendar in an area which is easily accessible by all staff.
  • Have Front of House Staff attend local area attractions and entertainment complexes.
  • Ask members of the local business community, who also provide services to your guests, to come and provide details to your employees.
  • Hotels with restaurants should hold in-house food tastings. It can also be beneficial to ask Chefs from other local, popular restaurants to come in and do the same.
  • Develop a product knowledge trivia questionnaire that will test your employees working understanding of your product.
  • Any time your guests have a new question or request, record the question plus the answers or solutions in a front desk log-book or give daily reports so that other staff can keep updated.
  • Large hotels and resorts, may find it more beneficial to ask representatives of each department, for example F&B, activities director, sales directors, to speak with front of house staff at departmental meetings so that any new or upcoming programs, services and events can be explained.

kohsamui tourism Can Your Front of House Staff Explain Your Product to English Speaking Guests?By simply delivering training session in the topic area associated with understanding your product, you will be supplying your Front of House team with the vital tools they need to enable them to not just answer guest questions, but likewise be able to pro-actively offer extra, useful information that will help to make your guest’s stay that much more fulfilling.

All of ETC’s  ‘Confidence in English’ Hospitality training programs include  sessions which focus  upon Koh Samui’s popular attractions  so contact us today and discover how an investment in an ETC…English Training Program can give your business a strong competitive edge and help develop your guest loyalty through customer care and guest satisfaction

52% of Hospitality Employees Claim Lack of Training Opportunities a Key Factor When Leaving a Job

As a Hospitality Employer Are You  Worried about Losing Your Top Employees?.

With the current economic downturn starting to ease many companies are starting once again to increase staffing levels and according to a recent CareerBuilder survey, hospitality employers must take steps to preserve the top talent  they currently have within their organizations.

The new CareerBuilder survey states that 30 % of hospitality employers have concerns regarding the loss of their high-performing employees in the second quarter, especially as almost half (46%) of  the hospitality personnel, the biggest amongst the industrial sectors surveyed, stated there’s every chance they are going to begin searching for a new position once the economic climate starts to improve.

Subsequently, hospitality bosses are checking out a number of diverse retention tactics to help them retain those staff members and their valuable skills. The study was performed between 10th February and 2nd March, 2010 and 115 hospitality employers and 365 hospitality employees took part.

Greater workloads, extended working hours and fewer resources associated with the current recession may well be bringing about job dissatisfaction. Consider the following major points which hospitlity workers have stated have an impact on career fulfillment and employer commitment:

  • Salary – 32% of hospitality employees, the largest amongst market sectors surveyed, reported they are unhappy with their salary.
  • Job and Life Balance – 22% of hospitality employees reported they are unhappy with their job/life balance.
  • Career Progression – 27% of hospitality employees are unhappy with career progression prospects offered by their existing employers.

The hospitality employees who have already made the decision to make a career change, shared the key qualities they shall be  seeking in their new employer, together with a competitive salary and attractive benefits. A positive work culture (61%) along with reduced stress levels within their working environment (59%) were listed as most important.  These key factors were then followed by:

  • Career Progression  opportunities – 58%
  • Training and learning opportunities – 52%
  • Friendship, more family-like work atmosphere – 52%
  • Organization’s financial stability and growth potential – 49%
  • Flexible work hours – 40%
  • Feeling of control within their job, that they will make a difference – 37%

Jason Ferrara, Vice President of Corporate Marketing for CareerBuilder had this to say n respoinse to their recent survey “Many hospitality employers were forced to make unpopular, though necessary decisions during the recession in terms of adjustments in headcount, pay and overall strategy however as the economy improves and resources are reinstated, companies are employing different ways to repair and enhance the employee experience and strengthen morale.”

Other Hospitality employers have already taken steps to implement different procedures so as to preserve their talented employees and reduce staff turnover.  They are already offering more flexible working hours and  more performance related incentives.  However investing in training has become their priority, as hospitality employees have listed the possibility of promotion and a higher pay grade in the future as one of their top five key factors when considering their future employment options.

What  English Training steps have you put into place to guarantee you hold on to your talented employees?

CLICK to read the original CareerBuilders Survey