The Langham, Hong Kong embraces on the Traditions of Excellence and believes that employees’ engagement is the key to delivering genuine service to guests. From the front to the back of house, each employee takes ownership over guest experience and their efforts has been recognised with numerous accolades achieved by the hotel, including the Forbes Travel Guide Five-Star Award, the “Top 5 Best Hotels in Hong Kong” by Travel + Leisure 2016 and the TripAdvisor Certificate of Excellence.
“Our colleagues are the most valuable asset in creating memorable experiences for our guests. We trust and empower our colleagues to make the right decisions, fostering their initiatives to explore the needs and wants of our guests. Connecting the guests and act from our hearts result in the increase of our guests’ loyalty,” said Managing Director Shaun Campbell.
To inspire employees to take initiatives for success, employees are encouraged to study the guests’ preferences and delight them during their stay, while the best practices are shared with the team by supervisors during Daily Showtime. Awards are also given to outstanding staff member as an appreciation of their achievement. By creating an engaging and respectful work environment, the hotel connects the staff to live the Langham values which transforms to guests’ satisfaction to the hotel.
Dee Jeong, Assistant Manager of Palm Court
Being a Korean and graduated with hospitality experiences in New Zealand, Dee has chosen The Langham, Hong Kong to develop her hospitality career because of the inspiring Food & Beverage creativity and extraordinary service to guests. As a huge fan of English Afternoon Tea herself, Dee has been very proud to be one of the key ambassadors in upholding the legendary Afternoon Tea with Wedgwood concept, which has been the timeless signature of Palm Court and The Langham, Hong Kong.
Working in Palm Court since 2016, Dee has seen the workplace inspiring with a strong service culture. “My management have been very encouraging and supportive to the decisions I made. I feel really appreciated when my ideas to enhance guests engagement were taken into considerations and I gained much satisfaction with my job,” said Dee.
‘One team one dream’ is one of the fundamental values of The Langham and it has been an enjoyable experience for Dee to work with different teams to deliver bespoke services to guests. One of the most memorable moments to Dee dates back to a few months ago when she was serving a Korean guest who was alone at Palm Court. Dee observed from the guests’ phone conversation and eventually found that it was the guest’s birthday. After communicating with the Executive Pastry Chef, they came up with a surprise birthday cake and celebrate with the guest together. The guest felt the love and care from the team and decided to return to The Langham, Hong Kong for future stays.
Recently promoted as the Assistant Manager of Palm Court, Dee sees it as an opportunity to promote the initiative culture among the team. “The best way to connect with both guests and colleagues is to step into their shoes and understand what their needs and wants. It’s also important to trust my colleagues to make sound judgement and decisions. It can boost their satisfaction and confidence and as a result they can provide very good service to our guests.”
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