Good evening, welcome to the show tonight
In the studio, we have Casper and me, Brian
Hey, Casper, where did you go last weekend?
Oh, I just went to Four Seasons Hotel and guess who I meet
I donˇ¦t really know
Actually, I met the HR director in the cafe
I did also talk to someone in the HR department (Oh, really?)
The T&D manager, Jenny, she is very good
The most important thing is she speaks in Cantonese (WowˇK)
So we have a very comfortable meeting
But unfortunately, I met a foreigner
She is very nice and just very humorous and also an export in HR (wonderful)
Yes, as she work in HR department in Four Seasons for 14 years
So very experienced HR person
Yes, I really love talking to her
Yes, I love being in Four Seasons as well
Because it is a great Canadian-based company which has operated almost 90 hotels and restores over the world in 36 countries
It is also a young company which is around 60 years old so it is young, energetic and great in everything
I also love Four Seasons very much because it has very good service
but do you know what the HR director told me?
Not really, something about vision and mission?
Actually, they donˇ¦t have vision and mission statement
Oh, so strange, how come?
Yes, but they have something called ˇ§Golden Ruleˇ¨ instead
They donˇ¦t have specific vision and mission statement
But the ˇ§Golden Ruleˇ¨ is ˇ§we seek to treat other as we will have them treat usˇ¨
That means you have to treat everybody equally the same have to do it within quality including external guests and internal customers.
Wow, that is great attitude to treat the others
so what other HR topics that you have gone to?
Well, actually, we talk about the training programs
that something about T&D,
Yeah, T&D, so we can learn a lot from that
and according to the TNA analysis,we have to learn and you are learning. Yeah, we are learning
She told me that she combined their training programs into those Organizationally needs, individually needs and task needs
so how many different training programs they are offering?
Actually, there are a lot but she just told me four programs, maybe the four most important one
Oh, great, because there is something called FSITP, that means the Four Seasons Introductory Training Program
and also the MIT, which is the Manager In Training
so you know something, because Jenny told me something you know
and also the DT Program as well as the next program
This is the time for advertisement. When you are back, we will tell you more about it
Welcome back, we are now at the another corner of the studio, we are still Casper and Brain
So, just now we are talking about the training programs, what are they?
Actually, I want to talk one of them first which is the Four Seasons Introductory Training Program
which is called as FSITP in the company
And the HR director gives me some information about that
This training program will last for two days so there would be the first two days when they go to work in
They serve as an orientation purpose in company and they will divide the whole training program into six sections
One of them is very interested to me, which is called the S.E.R.V.I.C.E
They divide every letter of word to express how they divide services in the company
Thatˇ¦s right, yeah, which is
Smile, eye contact, recognition, voice, informed, care and exceed.
Well, simply it means, when you meet your guests
You should smile at first and then you should have some eye contact with them
You have to care about them, and if possible, please brief them with their surname, such as Mr. Lam
Yes, I am Mr. Lam. Yeah...Mr. Lam, thank you
Donˇ¦t thank you me, because I havenˇ¦t meet the standard yet
I have to exceed your expectation, service expectation
Itˇ¦s a very good way the company to clearly identify their needs to employees
Yes, need something very concrete and clearly listed
Because actually some service standard which is not so clearly listed some expert idea
But for Four Seasons, they provide very clear, concrete and precise objective to their employees to follow, Very good
What about you, Brian? What did you learn from T&D manager?
The first thing I want to introduce is the MIT program which represents manager in training
As we are suggested that you can through this program to be promoted or to gain some special knowledge and skills of being a manager
This program provide into two subprograms,
The first one is a link of three months only which is for those employees who have already applied some managerial skills and also supervising experience
and the other one is a twelve months program which is for those who havenˇ¦t done any managerial works like me
so to join and learn to be a manager,
It mainly focus on experiencing in the department and also gaining some managerial skills and also to be fresh your memory about some technical things in your department
Like if you are an accountant, your technical skills will be your accounting skills
Your knowledge about the accounting information system but some managerial skills you will still need,
Like HR skills, a very hot topic, how to motivate your subordinate so this all will be taught in the program
And after we finish the program, after the evaluation and you are qualify enough, you will be promoted
This is really great opportunity for employees to enhance their career
so Four Seasons really care about their employees
Yeah, it care very much about the human resource
Yeah, it is time to have a break because we have too more to go
See you later
Welcome to the last session of the show. In this section we will talk about the remaining two training program
so what you are going to bring us
first of all, we talk about ET. Actually is DT
Yeah, it sets for the designated trainer
This is a training program for those over achievers to teach some skills and knowledge to those new employees
or the employees they are not doing so well
And the DT program will last for two days also
They would gather trainers in different departments together and then have this training program
And basically they will learn some knowledge of how to teach others whom may not know anything about this procedures to actually perform this procedures
The process is like this, they will first perform once the whole process and then they will do it again with a description of how they do step by step slowly
and then afterwards they will ask those trainees to perform once
and when the trainees find out there are some mistakes the trainee did so they will correct them by the way
Itˇ¦s very special because trainers come from different departments, right? so maybe a chef with partners up with a lady in the housekeeping department
Maybe the chef may teach the lady how to use a knife to cut the vegetable in a very safe way and the quality of the cut vegetable could meet standard
and not harming her fingers. Itˇ¦s very important
and of course this DT training programs designed for line employees because may be the managerial level,they may not be so practical in those daily process
but the line employees actually have the technical skills and they perform everyday so they have the better knowledge about this kind of things
and itˇ¦s very wise to use the line employees as a trainer to those new employees or those under achievers
They wonˇ¦t feel ashamed because they just like friends
teach each other and thenˇKThey are peers
Yes, they are peers and then they are very nice so I think it is a very good program
That will also save those training courses because they help the department needed pay them more
so Brian, what about you?
We are going to talk aboutˇK Itˇ¦s the last program that we are going to talk about and it is the next program
Actually, it is a development program not only training because the candidate will be selected in the annual evaluation
so those who are highly evaluated, they will have a chance to participate this program
They can develop their future career with some enhancement and achievement
this program last for a year (what...so long?!)
Yeah, because they have so many managerial skills and things to learn
First of all, they have to aware what they are going to learn very important, you go to school, you should know what you are learning, right?
As taking courses, we have to look at the academic calendar to see what the course is about they are doing the same thing, just like what a professor did
At the beginning of the course, they look the course outline and also some description about the course
So, the first of all, they have to know about it and then they will last for one year
They would learn other different skills and knowledge like making presentations
and managing skills what they will do when there is a conflict between their subordinatesˇK Similar skills like that
Actually, these skills is very important especially for maybe managerial or even higher levels
Because Four Seasons forces on HRM very much so they will try the best to make the best use of human recourse
Itˇ¦s a very good way to enhance their career and this also makes Four Seasons a very attractive place to work in
Will they really promote after that?
Of course, if well performance, they get the chance, right? but for those who are not really performing well or they learn not that good, then sorry
Maybe they have to pay more effort on themselves
Reapply, chances wait for them
By the way, do you know that how the program evaluate the candidate?
Actually, they have two evaluating ways. For example, FSITP and DT
They would use questionnaire or form for them to fill it so they evaluate themselves how they perform in the training program and what they have learn
After works, the managerial level will observe how they perform if they are not perform well, they have be retrain
If they are performing well, maybe they can apply other training programs
For those development programs like the MIT and Next
They will use a presentation to test whether they know about the knowledge well and the department well
As I know, they have some presentations mainly forces on how they want to train their department in three months
So they have to set up a plan and then present it in front of those big bosses if the big bosses approve that then you can actually practice in your own department
I think their evaluation way is quite effective because itˇ¦s not only one way communication,itˇ¦s interactive all the time
After knowing so much, I think we should really thank Brain
We should thank each other, right?
Yes, because talking with people in Four Season is really a great experience and they also emphasis Four Season puts a lot focus on HRM and also on human resource
They even told that actually their succeed is really related to the HR
On the other words HRM is the keys of their successful performance so they are treating their employees very well
Also providing many training and development opportunity as well as promotion channels like this so we talk very much about it
Hope you gays enjoy show so see you soon