Zhuhai Hospitality – Nan You Hotel
March 5, 2007 – 6:30pm Meeting with Sabrina, Nan You Hotel (Guest Services Supervisor)
When I first arrived offering free English lessons, the response clearly was…. “What? C’mon, what do you really want in return? There’s no FREE LUNCH,” which translates directly between both Chinese and English. My intentions were simple and I stated them clearly: “I have never taught Hotel or Business English before and I’d just like to practice here at your Hotel. If I succeed here, then I’ll try to offer this service to more hotels with foreign guests.”
Although still a bit skeptical, the Guest Services Supervisor was eager to oblige and meet me. Our first meeting happened tonight and I think I’ve learned so much from it. Really, I think this was extremely valuable, or invaluable in crazy English.
Here are brief summaries of the points, so I can recall them:
1. Departments using English most in their jobs- these include face to face with guests.
a. Reception: Check in/out, currency exchange, phone problems, etc.
b. Housekeeping/maids: Problems with utilities, rooms, materials
c. Coffee shop: Ordering, problems, bill pay, small talk.
2. Low level or “First Line Staff,” in the departments above, communicate with foreign guests most, of course.
3. HR department is best to contact first.
a. They organize the annual “Hotel English training course.” Attended by ALL staff. This is a service that is tapable, i think. Could be expanded to bi- or quarter-annual.
b. HR prefers the supervisors/managers who speak English well to teach in house. It’s not worth hiring outside help to teach the first line staff directly. Too costly.
4. Community style hotels rent out spaces for restaurants, massage parlors, gaming areas, and driving ranges. Those employees are separate from the actual hotel, but HR is still the right place to go to include them.
5. Remember: don’t ask too much of one person who is not a higher manager. They can’t just ask people to do things like in Western countries. It will isolate them from their colleagues and it’s unfair. Slowly, meet the others and test the waters until something useful surfaces. You’ll never get what u ask for! You’ll get a Chinese version. Accept this and you’ll succeed.
6. Hui Yi Shi- Meeting rooms: Rented out by the hotel for business purposes. Not offered for in house language training… at least that was “said,” but the meaning could be something else. Instead, the dorms were suggested as a meeting place.
a. HR director gave me a very typical response to something they don’t want to do… Basically, “We can have these English lessons in the dormitory meeting rooms, but unfortunately, these rooms are still under construction.”
b. Don’t solve their “problems” for them. They are only saying this as a way to tell you “no, we disagree, or just we aren’t interested.” Reminds me of when i asked for a 3rd teacher at our college… I pushed at that time and I learned the hard way.
7. English Corner is one style of training they might be interested in. Supervisors need experience with casual English encounters. This will support their further tasks when cooperating with foreigners.
8. FIND out where these Foreign guests come from! 80% of the the foreigners at this hotel are from JAPAN. I realized this a bit late. The HR director obviously has other priorities here.
I’m starting to sense the real demand in this market. THIS is one way to find out the parameters of what I need to do. I’m just putting myself out there, for free, and getting slapped around! You should try it sometime, you might just enjoy what you find!
At the end of the day, I realized that so much research is needed before creating plans for what I want to do here in Zhuhai– create a consultancy for the Language needs of Resorts, Hotels, and businesses. Maybe I will have to seriously consider including Japanese to this plan…