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 Applies 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.
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.