Hanwha Hotels & Resorts Strengthens Video Service Training for the 'Post-Corona' Era

One-Stop Online Assignments, Evaluation, and Feedback

[Asia Economy Reporter Cha Min-young] Amid the expansion of contactless culture due to the COVID-19 pandemic, Hanwha Hotels & Resorts announced on the 19th that it will strengthen one-on-one video non-face-to-face service training.

The video service training implemented by Hanwha Hotels & Resorts is conducted in a one-stop manner, including online task completion, manual comprehension evaluation, and role-playing. It also provides immediate feedback on employees' strengths and areas for improvement.

In addition, a Customer Service (CS) Management Committee chaired by the CEO has been organized to share excellent cases of Voice of the Customer (VOC) every month, and necessary improvements are decided immediately to implement customer value-centered management. The 'VOC Type Classification Automation' process established in 2019 is based on artificial intelligence (AI) and enables rapid and accurate analysis of various customer voices, allowing for quick feedback delivery.

Park Hye-ryun, Team Leader of the Customer Value Team at Hanwha Hotels & Resorts, stated, “To respond agilely to the rapidly changing market environment, including the emergence of new business models and social changes, detecting changes in customer value is paramount. As our business diversifies, we plan to expand research and development not only on efficient and convenient IT-based services but also on differentiated human services.”

Meanwhile, Hanwha Resort has been awarded first place for eight consecutive years from 2012 to last year in the KCSI (Korea Customer Satisfaction Index). The luxury hotel The Plaza has been selected for nine consecutive years since 2012 in the ‘Travelers' Choice Top 25 Korean Hotels’ by the global hotel review site TripAdvisor. It has maintained a top ranking in the National Customer Satisfaction Index (NCSI) from 1998 to 2019.