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1128580130.Pdf Contents ! Message from the Editor !==QTSA FOCUS !=Message from the Editor !"#$ !"#$%&'()*+ Brighten Up Our Service with the Value of Visitors’ Needs !=Feature Talkss !"#$ fff== !"#$%&' Sharing of Business Elites III – People Management Contributes to the Success of Quality Business Brighten Up Our Service with !"#$%&' Face to Face with QTSA Governing Council Member: the Value of Visitors’ Needs Mr Michael Chan !=QTSA Updates !"#$%&'()*+, Seminar on “New Direction in Service and !"#$%&'()* !"#$%&'()*+ !"#$% Selling in the 21st Century” !"#$PSM !"#$%&'#$()* !"#$%&'() !"#$%&'()*+ !"#$%&'()*+,-./01234567891:;<=>?@ Briefing on “Prevention of Counterfeit Banknote and Fraudulent Credit Card” !"#"$%&'()*+,-./0123456789:;<=>! !"#$%&'() !"#$%&'()*$%+,-./01 Seminar on CRM and CEM !"#$%&'()*+,-./0123456789:-;<=>?@ !=INDUSTRY FOCUS !"# !=Highlights at a Glance !"#$%&'()*+,-./0 Industry Issue Survey: The magic opening of Disneyland in Hong Kong together with a series of Impact of Rising Rent to Retail Industry !"#$%&== !> underway infrastructure projects such as Ngong Ping 360, Hong Kong Wetland Hand in Hand for Food Safety & Hygiene! Park and the refurbishing of Hong Kong Ocean Park adds new favorite for local OMMR= !"# tourism, which can help to enhance travel experience of visitors. It is expected !"#$%&'()*+ that the number of visitor arrivals will flourish, bolstering local economic 2005 Hong Kong Shopping Festival development and bringing more business opportunities to the retail and catering Enjoys Great Success sectors. While you are busying with grasping new business, please do not forget !"#OMMR to upkeep your service quality and efficiency along with your expansion. Service Quality Study 2005 !=Quick Captures The key to succeed in prospering Hong Kong tourism industry in the long run !=Words of Wisdom is to enhance our service quality in line with our visitors’ needs. !=MEMBER FOCUS !=Member Close-up ! Interview with Mannings !=Inspiring Article !"#$%&'() The Law Society of Hong Kong: Duty of safekeeping !"#$%&'()*+,-./ Corporate Consultant Column: Can handling mass volume of complaints magnify opportunities from challenges? !"#$%&'()*+,- Training Consultant Column: Measuring Frontline Service Effectively !=Events & Activities QTSA = !"#$%&'()*+,-./ !"#$%&'(NU !"#$V =2807 6280== =2807 6360 [email protected]== www.qtsa.com !"#$QTSA !"#$%&'() “QTSA News” is published quarterly by Quality Tourism Services Association Address: 9th Floor, Citicorp Centre, 18 Whitfield Rd., North Point, Hong Kong Tel: 2807 6280 Fax: 2807 6360 Email: [email protected] Website: www.qtsa.com If you want to receive more copies of “QTSA News”, please feel free to call the Secretariat for arrangement. !"#$%QTSA !" Please contact us for “QTSA News” advertising enquiry. !=QTSA FOCUS ! Feature Talks !=fff= !"#$%&' Sharing of Business Elites III – People Management Contributes to the Success of Quality Business !" !"#$%&'()*+!,-./0123456789 % !"#$%&'()*+,-./012345678= !"#$%& !"#$%&'()*+ !"#$%&'()*+,-./0123456789:;<.=>? !"#$%&'()*+,-./012345&'67895:;<= !"#$%&'()*+,-!./0123456789:;<=!.> !"#$"%&'()*+,-./01234567809:;34< !"#$%&'()*+,-./01%&234567 !"#$%&'()*+,-./0123456789:;<=>?)@A !"#$%&'()*+,-./0123456789:;<=> !"#$%&'()*+,-./0123456789:7;<=> !"#$%&'()*+,-./0123456789:;<=>?@1A !"#$%&'()*+,-./0123456789:;<==fffs`a=> Sharing of Business Elites provides great opportunity for QTSA members to get together and exchange of valuable experience in pursuit of quality excellence. With continuous support from members, the 3rd event under the theme of “People Management Contributes to the Success of Quality Business” was successfully hosted on 8 September 2005. It is our pleasure to have invited three business elites from our members, Mr. Michael Chan, Chairman of Café de Coral, Mr. W H Chan, Business Manager of Jumbo Kingdom and Mr. Stan Lee, Executive Director of Stelux Holdings International, shared their strategies on people management and how to tackle recent challenges of high turnover in the manpower market. Besides, Miss Virginia Choi, Immediate Past President of Hong Kong Institute of Human Resources Management (IHRM) gave us an overview of the latest trend of the manpower market and presented us some research findings that were conducted by IHRM on staff’s motivating factors and reactions of some large corporations on staff retention. At the event, Mr. Michael Chan explained to us how to maximize business growth of Café de Coral by emphasizing the effective use of staff relationship management. Mr. W H Chan showed us how to manage staff and build up their confidence during Jumbo’s corporate change. Mr. Stan Lee inspired us on how to motivate staff to work towards business goals. The event was ended harmoniously after an interactive discussion which floor members were invited to exchange experience with the guests. If you have missed the event or wish to experience happy moments again, please stay tuned to the “Sharing of Business Elites III” VCD that will be distributed to all members later! QTSA NEWS Jul - Sep 2005 1 ! Feature Talks !W= !" Face to Face with QTSA Governing Council Member: Mr Michael Chan = !"#$%&' !"#$%&'()*&+,)* !"#$%&'(&)* !"#$%&'%() !"#$%&'())* !"#$%&'($) !"#$% &'()*#$+,-./ =nqp^ !"#$%OMMP BIOGRAPHY: • Executive Chairman of Café de Coral Group • Elected Member of the Quality Tourism Services Association Governing Council • Executive Committee Member of the Hong Kong Retail Management Association • Council Member of the Employers’ Federation of Hong Kong • Full member of the Canadian and the Hong Kong Institute of Planners • Honorary President of Hong Kong Foodstuffs Association • Honorary Adviser of the Hong Kong Institute of Marketing and the Institute of Business Administrants Year of joining QTSA Governing Council: 2003 NK= !"#$%&'()*+,-.'(%&/ 1. How do you see the service quality of Hong Kong’s catering industry? !"#$%&'()*+,-./012 With the transformation of service industry, how does Café de Coral show its staff the new way of delivering service for achieving “Hundred !"#$%&'NMM !"# Points of Excellence,” as your corporate slogan reflects? ! !"#$%&'()*+,-. NM Catering industry in Hong Kong has improved rapidly in the past decade as a !"#$%&'()*+,-./012 result of fierce competition and mutual learning within and across industries !"#$%&'()*$+,-./012 for service enhancement. Along with the pressure for service transformation !"#$%&'()*+,-*./01 in time of economic recession when Hong Kong businesses strived for survival, this has contributed to the high service standard today. !"#$%&'(#)*+,-./012 To cope with the changes of the service industry, staff support is of vital !"#$%&'"()%&"*+,-%./01 importance. Years ago, when smiling to the customers, greetings such as “Thank !"#$%&'()*+,-./0123 you” or “Welcome” were not popularly seen in the industry, we had tried to !"#$%&'()*+,-./012 teach our staff this new service concept but we were not so successful. !"#$%&'()*+#,--./012 Thereafter, we adopted a “mechanical” approach by commanding our staff to !"#$%&'()*+,-./0123 follow instructions and results had been gradually seen. After that, we still have to spend years to change their mindset, improve their service attitude, !"#$%&'()*+,-./NMM>= and drive them to achieve “Hundred Points of Excellence” through service !"#$%&'()*+,-./#012 from their heart. Initially, this slogan was developed for marketing purpose, !"#$%&'()*+,-./012 and it has gradually turned into our mission statement that comes with our !"#$%&'()*+,-./012 commitment to deliver total service excellence to our customers. In the past, !"#$%&W catering industry only paid attention to the taste of the food. Nowadays, we are required to take care of multiple elements: áK == !"#$%&'()*+ i. Food – in addition to taste, it also includes presentation and temperature !"#$%&$'()*+, ááK = = ii. Environment – including seating arrangement, lightings, decorations and áááK== !"#$%&'()*+, music at the shop !"#$%&'()*+,-./0 iii. Service – including design of customer journey from queuing up to picking up food To achieve for breakthrough for one single element is the key to create total customer experience. 2 QTSA 7 - 9 !=QTSA FOCUS OK !"#$%&'()*+,-./0123 2. How does Café de Coral manage to balance price, profit and service !" in its fast food operation? !"#$%&'()*+,-./0123 People may question how we can make a profit. Firstly, we clearly understand our core competence is on catering operation. Middle income group has !"#$%&'()*+,-./0123 been identified as our main target customers, so we price all our products !"#$%&'()*+,-.%/012 within the group, including Spaghetti House, Oliver’s Super Sandwiches etc. !"#$%&'()*+,-ANMM ! under $100. Moreover, we adopt central procurement to source materials !"#$%&'()*+,#-./0,1 worldwide for better quality and price control, and we also centralize our !"#$%&'()*+,-./01&2 food processing to achieve economies of scale. Moreover, we never compromise !"#$%&'()*+,-./0123 on customer service, I believe that if customers are satisfied with our services, profit will follow. !"#$%&'()*+,!"-./01 !"#$%&'() 3. Frontline staff are always multi-tasked, how can you upkeep their morale for quality service? Also, what do you expect from frontline PK !"#$%&'()*+,-./ !0 staff and what qualities should they possess? !"#$%&'()*+,-./0123 Café de Coral adopts a “Work Hard, Earn More” performance-based reward !"#$%&'( system. In addition to their basic salary, staff can receive
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