Achieving Gold Star-Worthy Global Hotel Employee Training with Professional Translation
By Emil Atanassov General Manager, Asia Pacific, Sajan, Inc. | January 19, 2014
A hotel's staff holds it in their power to make a guest's stay an experience of a lifetime. Each employee carries a very important mantle of responsibility: conferring the hotel property's brand promise. To do that consistently across all of a global hotel's locations, effective training is mandatory. But ensuring that the employee training delivered to staff in one country will resonate with staff in another region can be a challenge, considering linguistic and cultural differences. This article details some best practices for effectively adapting training materials-eLearning courses, virtual learning environments, mLearning and more-through professional translation and localization.
A savvy global hotel manager knows that ensuring positive customer experience is absolutely vital-because happy guests lead to customer loyalty, positive word of mouth and higher booking revenues. Of course, million-dollar views and exotic chocolates on the pillows impress guests, but one of the most influential factors is the hotel staff. They are the ones who go above and beyond to help make a guest's stay an indelible, cherished memory. Everyone from the concierge to bell staff to housekeeping must all adhere to the same set of standards that make up the hotel brand promise. And that largely depends on the training that the global hotel staff receives.
A hotel brand can't afford to risk guests having a disappointing stay at a site 3,000 miles away-and then receiving feedback saying the service and brand experience were so much different at the same hotel back home. Granted, training employees in different countries comes with some unique challenges. Linguistic and cultural differences make creating and delivering employee training inherently complex.
Still, you absolutely must confer a consistent experience at each of your sites-and that means engendering a common sense of purpose among all of your employees. To do that, you need to provide effective training that is adapted for each locale by professional translation teams. After all, inadequately localized training won't work. A global training program that doesn't make sense to out-of-country employees-or worse, offends them-works against your entire goal. For these reasons, you benefit greatly by creating training programs and adapting them for each of your locales.
Creating Training Materials with Global Use in Mind
If you know that you will eventually bring your training program to employees beyond your home borders, design your training to be easily localized. There's another benefit to this, too: the more you can do upfront to make the translation process easier, the less costly and time-intensive it will be. Aim to generate your training modules, eLearning courses and presentations with translation in mind by following a few basic guidelines around content creation.