Success For ICON's We Love to Care

The We Love to Care training programme was established in 2017, with its biggest purpose being to train both interns and colleagues to achieve excellence in customer service and understanding of emotional intelligence. By including empathy into the training programmes, each associate learns the importance of self-awareness and other people’s perspectives; especially when resolving issues, managing conflicts and leading their teams towards greater innovation and higher productivity.

“We are very honoured to receive the awards. Seeing that traditional models of training and development are not necessarily best suited to prepare our team to discover and build on their own potentials, we created the ‘We Love to Care’ training programme,” said Richard Hatter, General Manager of Hotel ICON. 

“To date, we have had many success stories with ‘We Love to Care’. We are thrilled that many have benefitted greatly from the training, and we are especially proud to see many of the young hoteliers whom we have trained rising through the ranks both at ICON and at other reputable hotels around the world”.

Service audits conducted by ICON’s Learning & Development team indicate a higher level of service consistency among colleagues scoring between 89 and 100 after the training compared with the lower score range of 78 and 100, prior to the training.

Hatter added, “We recognise the success and value of our programme not only through more personalised service as described, but also through the results and comments on TripAdvisor. Since the programme’s initiation, Hotel ICON has moved up on TripAdvisor from fifth to third, and the hotel has maintained the ranking until now”.

For more information: https://www.hkma.org.hk/index.asp?ver_type=E