WHEN SERVICE STAFF FOCUS on their job they often overlook their purpose – to provide quality service. However, training staff to see the bigger picture is easier said than done.
Grace Huyan is the HR Director for Shanghai Centre, a Shanghai icon since opening in 1990. Located on Nanjing Road West, one of Shanghai’s most famous streets, the Shanghai Centre serves as a miniature city, with a 5-star hotels, offices, residencies, restaurants, Western-style supermarket, and other services.
But the centre’s location and longevity are no longer maintaining the competitive advantage. Quality service is now a critical component to its success.