The Continent Hotel Bangkok Applies Mobile Learning for Employee Training

The Continent Hotel Bangkok Applies Mobile Learning for Employee Training

“I just keep reading, ‘great English, great English, great English’.” So, said Jay Jhingran, the General Manager of The Continent Hotel Bangkok, to the Bangkok Post when describing the effects that Boost Voice has had on guest service.

Located in the heart of Bangkok, complete with a rooftop pool with breath-taking views of the city, few guests will know that behind the scenes, technology is making a big difference to their stay at The Continent Hotel.

Employees such as Phatsuda Boonlum, Front Office Supervisor and Supattra Pakthong, F&B Service can both be seen on their mobile phones during their time off. Instead of viewing their social media profiles, they are learning English language using Boost Voice and upselling skills using Boost Upsell, designed specifically for hospitality.

The results have been threefold. Firstly, there have been real benefits to the bottom line. Since the hotel started using the app it has seen a 5 per cent year-on-year increase in upselling revenue” commented Jhingran to The Nation newspaper.

Secondly, there have been clear and consistent improvements to service, clearly viewable in guest feedback both in person and online, “we received positive online reviews on the quality of employees’ English-language skills… This has yielded a number of flow-on benefits as our employees are able to understand and communicate better with the guests, as you cannot separate guest service from the language they speak,”, added Jhingran.

Lastly, employee confidence has risen significantly, resulting in happier employees and genuine service.

Employees like Phatsuda and Supattra are able to learn at a time and place of their choosing with Boost, unlike traditional and costly classroom-based learning. Importantly, mobile learning gets results, as the guests of The Continent Hotel Bangkok can attest to!

 

The Athenee Hotel Apply Mobile Learning for Employee Training

The Athenee Hotel Apply Mobile Learning for Employee Training

 

Boost’s mobile learning solutions bring many benefits to hotels, from better guest service to increased upselling revenue and more loyal guests. However, some of the biggest benefits are accrued by the service employees themselves, many of whom emerge from their Boost course having learnt an entirely new language and set of service skills. Not only does this give them more confidence at work, but improves their employability and improves their career prospects.

Boost spoke to Ms. Tiplada Tangmanomana, Concierge at The Athenee Hotel, Bangkok, about her experience using Boost Voice.

What have you learnt while using Boost?

Tiplada: I have learnt a lot! There are many parts to Boost Voice including vocabulary, and pronunciation, and also grammar and I have become much more proficient in all of these areas.

When is your favourite time to learn?

Tiplada: I like to learn when I have free time or on my day off. For some parts of Boost Voice – such as pronunciation – I am required to say words and sentences out loud so a day off is the best time for this. Other parts do not require speaking so I can take time off during my working day to learn. What I like about the app is that we can choose what we want to learn. For example, sometimes I prefer to do the listening modules, so I click on that part, continuing with the other modules at a later date.

What is the most enjoyable part of learning with Boost?

Tiplada: I really like all of the modules, but I would say my favourite is the game. I was actually very surprised when I first found out about the game but I think it is very fun and useful. It is enjoyable and this is important as it encourages you to keep going, and of course I end up learning more.

How much has Boost improved the way you work?

Tiplada: It has definitely improved my vocabulary. I am now able to say complete sentences and speak with guests much more confidently and clearly.

What do you love about hospitality?

Tiplada: I am a graduate in hospitality and I love my job very much. Every day I see the guests, I talk to the guests, I learn new languages and many cultures. I am very happy when I serve things to the guest and help them, and when the guest is happy and it makes me feel happy too.

 

Boost’s Manuel Salvisberg on EHL Presents

Boost’s Manuel Salvisberg on EHL Presents

 

Manuel Salvisberg, a member of Boost’s Advisory Council, sat down with École hôtelière de Lausanne (EHL) on the sidelines of their recruitment fair in Switzerland in October, to discuss Boost and the future of technology in Hospitality.Manuel explained that ultimately, Boost wants to empower people in the Hospitality industry to be better at what they are doing, more confident and provide better quality of service for guests. Current methods of learning are outdated, expensive and ineffective with hotels pulling away dozens of front line staff to learn in a classroom for an hour where there is very little chance to practice and speak. With Boost, employees can learn anytime, anywhere.

Boost makes learning more accessible and achieves real results in high-end five-star hotels, as well as smaller boutique properties. We have big plans for Boost including in Southeast Asia and eventually Europe, Middle East and Americas. Ultimately though, we want to conquer the world!

Mobile Learning Put to Work in Indonesia’s Hotels

Mobile Learning Put to Work in Indonesia’s Hotels

The HARRIS-POP! Hotels & Conventions Solo shows how modern learning technology and traditional Indonesian hospitality can work together.

HARRIS-POP! Hotels & Conventions Solo, Indonesia, is located in the heart of Solo with 138 rooms providing guests with unique views of the city. What guests don’t see, though, are the dozens of service staff learning how to communicate in English, upsell and perform their daily duties via their mobile phones.

Quicker, more efficient, lower cost and, most importantly, more effective, Boost’s mobile learning solutions have allowed the hotel to train its staff in new languages and skills at a time and place of their choosing, bypassing costly classroom-based learning.

Willy Prasetyo started his hospitality career as a waiter in the hotel’s restaurant. The Solo native had precious little English language abilities, and this often manifested itself in shyness, and an unwillingness to engage with guests.

However, after a few months learning English via Boost Voice (often after hours at home or one the way to work) via his mobile phone Willy’s confidence improved dramatically. He is now able to understand and communicate key restaurant-specific words and phrases which has resulted in noticeable improvements in performance.

“Boost Voice helps me to improve pronunciation of some common words in the restaurant” says Willy, adding “I love the type of course that involves games or when they give us some animation”

Whenever he has time, even at home, he manages to open the app, knowing that his target is also far from an end. “Now I feel more confident when there is a foreign guest at the restaurant. Even though I don’t really have much time to chat with the guest, I don’t feel shy anymore”

Happy, more confident service employees lead to happier, more loyal guests.

École hôtelière de Lausanne invests in Boost

École hôtelière de Lausanne invests in Boost

Mobile learning technology firm, Boost, receives significant investment from École hôtelière de Lausanne

École hôtelière de Lausanne (EHL), backs Boost with a strategic investment, growing its presence in the mobile learning platform space.

Boost, a leading mobile learning solutions provider for the Hospitality industry, announces a partnership with École hôtelière de Lausanne (EHL) that will see the Swiss hospitality management university make a strategic investment into the mobile technology learning firm. This will allow Boost to continue to build its presence across the world of hospitality, expanding its suit of mobile learning solutions as well as tap EHL’s expertise built over more than one hundred years. Boost’s platform leverages mobile technology to provide a holistic team management system that brings together mobile learning, messaging, communication, recruitment (including assessment), measurement and organisational capabilities under a simple-to-use mobile umbrella.

“Since our founding in 1893, EHL have set the international standard for tertiary education in hospitality, with over 25,000 alumni going on to take leadership positions throughout the industry” says Rémi Walbaum, Chief Innovation Officer, adding “Innovation is one of our core values, and today in 2018 we see technology as a key means of learning both in schools and universities, and in the workplace, that is why we have decided to invest in Boost.

The needs of the industry are changing at an ever-greater pace, as are the language skills required by hotel employees, many of whom are more used to reading and learning from a screen than from a book. By developing our mobile learning capabilities we remain the forefront of hospitality, driving education, upskilling and learning, and helping talented students around the world build a successful and fulfilling hospitality career”

EHL is the world’s first hospitality management school and was founded in 1893 to meet demand for more professionalised hospitality employees who could cater to the growing sophistication of hotel guests at that time. The school pioneered hospitality education, mixing classroom-based teaching with hands-on learning in real hotels, all the while ensuring their curriculum met the demands of the industry at the time. The resulting graduates were thus able to leave the school equipped with the knowledge and skills to take leadership positions in the industry and drive innovation.

EHL’s presence in the mobile learning space will allow them to address many of the challenges faced by hotels today and in the future, namely the change in the way hospitality employees, many of whom are young, consume information and learn, and the need to meet the demands of guests whose expectations have risen in the age of social media and instant reviews.

“Boost’s suite of mobile learning solutions are tailor made for the hospitality industry, not only allowing individual hotel employees to learn new languages and other skills, but enabling management to organise their teams, recruit new team members and communicate better” says Allan Taylor, Managing Director and Chief Commercial Officer (CCO) of Boost, adding “20,000 hotel employees are already using our mobile learning solutions, we have seen them learn Mandarin allowing them to communicate with their Chinese guests, we have seen them learn how to upsell improving hotel revenues, and we have seen them learn many more skills vital to improving service and thus their hotel’s bottom line. Unlike traditional classroom-based teaching, mobile learning allows hotel employees to learn at a time and place of their choosing. Importantly, it is measurable and scalable, and available at an enterprise level allowing for group and team organisation, HR and recruitment functions and inter-team communication”

The investment from EHL will allow Boost to continue developing its existing mobile learning solutions and develop new solutions to address the needs of the hospitality industry. Lastly, Boost will be able to tap the knowledge and expertise of some of the world’s leading thinkers, thought leaders and academics in the hospitality field, ensuring their mobile solutions are tailored to the unique and ever-changing needs of the industry.

About École hôtelière de Lausanne (EHL)

Ecole hôtelière de Lausanne (EHL) is an ambassador for traditional Swiss hospitality and has been a pioneer in hospitality education since 1893. It has created and inspired a unique professional community of over 25,000 hospitality managers, united by the values and the legacy of EHL.

EHL is a leading university that provides learning solutions for enthusiastic, talented and ambitious students from 119 different countries. With undergraduate, graduate and certificate programs, EHL offers its students a range of on-campus and online education opportunities at different stages of their professional journey.

EHL is regularly recognized as the best hotel management school in the world with the highest graduate employment rates in the industry. EHL is a member of EHL Holding SA, a Group dedicated to hospitality management education.

For more information, please visit our website or follow us on twitter @EHLnews

 About Boost

Boost improves employee service skills through mobile spoken language assessment, learning, upselling and vocational skills training; empowering employees to provide better service, resulting in happier more loyal guests. Boost’s mobile learning solutions can be accessed and used anytime, anywhere, with employee performance tracked and measured in real-time. Boost is scalable, consistently providing high-quality learning for organisations of all sizes, from independent hotels to global hotel chains. Boost provides a range of learning solutions through six different mobile applications, each designed to address different learning requirements in the hospitality industry. Boost is currently used by over 225 hotels throughout Asia, teaching over 20,000 hotel employees the skills needed to enhance guest service and grow their careers. Boost is headquartered in Singapore, with offices in Indonesia, Japan, Thailand and China, with R&D centres in Europe, Asia, and North America.