Many more people visit Hong Kong each year than live here. A staggering 20 million visitors were recorded as staying overnight in 2010, for an average stay of 3.6 nights each. As a result, Hong Kong hotels enjoy an enviable 87 per cent occupancy rate. The hospitality sector is one of the main beneficiaries of the annual HK$210 billion that tourists spend in Hong Kong.
Obviously, the city's hotels have no difficulties in attracting guests to fill their rooms. But how do they struggle to compete with the big-name hotels in Central and Tsim Sha Tsui? Or is location not a factor for prospective employees? Do these hotels have to work harder or be more creative to build staff loyalty?
'Candidates do take into consideration the ease of transportation and travelling time. These are always challenges for us in recruitment,' says Rosemary Tam, director of human resources at Le Meridien Cyberport in Pok Fu Lam. 'But we hire for attitude and train for skills. We are glad to hire fresh graduates or people who are new to the industry. Having good connections with local hospitality institutes is one of our approaches.'
After orientation, Le Meridien enrols newly-joined staff members in a brand training programme entitled 'Building World Class Brand' (BWCB). In this programme, staff are trained to deliver the hotel group's brand message to both internal and external guests - hotel guests and associates - through an understanding of five so-called Human Truths: be understood, belong, feel special, have control and reach potential.
'We believe recognising these Human Truths encourages creativity in staff and helps them retain their passion,' says Tam.
The BWCB training carries on into daily life. Staff members share their thoughts during daily departmental briefings. This 'Daily Insights' session allows all personnel to share their real-life experiences.
Also on the south side of Hong Kong, L'hotel Island South is a newer establishment that recruits staff partly through the opportunity of internal transfers within its parent, the Chinachem conglomerate.