Investing in Staff Development for Superior Customer Satisfaction of Club Wyndham Asia members
Benefits of Continuous Learning & Staff Development Programs
Employee satisfaction plays a crucial role in ensuring overall customer satisfaction. When employees feel valued and supported, they are more motivated to go above and beyond to meet customer needs. By investing in staff development, Travel + Leisure Co. cultivates a skilled and engaged workforce for Club Wyndham Asia that positively influences customer interactions. With over 4000 employees across nine Asia Pacific countries and 18,000 team members worldwide, the company’s commitment to enhancing employee skills and knowledge translates into exceptional service delivery, resulting in increased customer satisfaction and loyalty. Some of the key benefits of staff development are as follows:
- Increased Employee Satisfaction: When employees feel prioritised, they are more satisfied with their jobs and are likely to be more engaged and motivated.
- Higher Employee Retention: Prioritising employees can lead to higher retention rates as employees are more likely to stay with a company that values them.
- Improved Productivity: Happy and engaged employees are generally more productive, leading to better overall performance for the organisation.
- Enhanced Employee Morale: Prioritising employees can boost morale, creating a positive work environment where employees feel valued and appreciated.
- Better Customer Service: Employees who feel valued are more likely to provide better customer service, leading to increased customer satisfaction.
- Attracting Top Talent: Companies that prioritise employees are more attractive to top talent, making it easier to recruit and retain skilled employees.
- Innovation and Creativity: When employees feel valued and supported, they are more likely to contribute new ideas and innovations to the organisation.
- Positive Company Culture: Prioritising employees can help create a positive company culture, where employees feel connected to the organisation’s values and mission.
Training Programs and Initiatives for an exceptional Club Wyndham Asia experience
Travel + Leisure Co. understands the importance of providing comprehensive training programs to enhance the skills of employees who serve Club Wyndham Asia. The company offers a range of initiatives designed to foster growth and learning. For example, they provide specialised training in areas such as customer service, hospitality management, and communication skills. These training programs ensure that employees are equipped with the necessary tools to deliver exceptional service to customers.
Onboarding holds a pivotal role in the company’s success, guaranteeing the seamless integration of new employees into the culture and values of Club Wyndham Asia. This strategy lays the groundwork for enduring and mutually beneficial partnerships, thereby bolstering the company’s impressive retention rates for top-tier talent. Internal candidates receive preferential treatment, underlining the significance of alignment and attitude in potential hires, as assessed through panel interviews.
Employees receive a comprehensive array of benefits, such as access to an Employee Assistance Program, an Employee Stock Purchase Plan, significant discounts on travel and accommodation worldwide, and birthday leave.
One successful employee well-being initiative for staff who serve Club Wyndham Asia is the “Be Well” program. This program offers employees health-related benefits, focusing on mental, physical, and financial health. These include free desk massages at select locations, team health and fitness activities, and access to wellness resources and financial ‘fitness’ education sessions.
Commitment to Employee Skill Enhancement
Skill development is a crucial aspect of staff development that directly impacts customer service. Travel + Leisure Co. recognizes the importance of identifying and honing crucial skills in its Club Wyndham Asia, resort, and support team workforce. By providing targeted training and development opportunities, employees can enhance their abilities and deliver superior customer experiences.
Moreover, skill development provides employees with the necessary tools and skills to handle challenging situations effectively. This boosts their confidence and self-esteem, leading to improved employee morale. When employees feel confident in their abilities, they are more likely to provide outstanding customer service and go above and beyond to ensure customer satisfaction.
A Free to Prosper Environment
Empowering employees is another key aspect of staff development that contributes to superior customer service. Travel + Leisure Co. believes in giving employees the autonomy to make decisions and solve problems independently. This empowerment leads to better decision-making, as employees are more invested in finding solutions that benefit customers.
The company promotes diversity through translated communications and Diversity Resource Groups (DRGs) representing various cultures, ethnicities, and lifestyles:
- The Pride International DRG, established in 2023 with over 200 members across 13 countries, fosters an inclusive environment for LGBTQIA+ employees and allies
- The Women in Travel (WIT) International DRG supports over 500 female associates in EMEA and APAC, inspiring and developing women professionally and offering growth opportunities
- The First Nations Committee has developed a comprehensive strategy for Australia and New Zealand/Aotearoa (2023-2025), covering cultural sensitivity guidelines and community engagement
The company’s dedication to community impact is evident in its philanthropic program, Wishes which has raised more than $700,000 for children’s charities across Asia Pacific since 2009.
In addition to this, the FSHD Club Wyndham Surf Challenge annual surf event raised over $36,000 for the FSHD Foundation in 2023. The FSHD Global Research Foundation is a not-for-profit organisation focused on enhancing the quality of life for individuals with Facioscapulohumeral Dystrophy (FSHD). These fundraisers have enabled the Foundation to achieve notable progress, including the inclusion of Australia in a global clinical trial network, with trials set to commence soon.
Building Communication and Soft Skills
Effective communication and soft skills are critical in the hospitality industry, as they directly impact customer interactions across Club Wyndham Asia. The company recognizes the importance of these skills and invests in enhancing them in their staff. By providing training in areas such as active listening, empathy, and effective communication techniques, employees can build strong rapport with customers, understand their needs, and provide personalised service.
In 2023, 25 participants from across Asia Pacific successfully completed the Ascend leadership program, with representation from every country and business unit. The company also achieved a staff engagement rate of 4.20 out of 5, marking an increase from 2022’s rate of 4.14. Leadership courses are available to individuals demonstrating leadership potential.
Recognition that Inspires, Rewards that Matter
With a focus on career advancement, 118 associates were promoted last year, an increase from 100 in 2022. Several Directors, Vice Presidents, and one member of the Executive Team have been promoted from more junior positions, highlighting the company’s commitment to internal growth and development.
Employee recognition plays a vital role in fostering a positive working environment and heightening employee morale. Travel + Leisure Co. acknowledges and rewards staff for their contributions, creating a culture of appreciation and motivation. The company has a generous peer to peer reward and recognition system in place. This recognition not only motivates Club Wyndham Asia employees but also reinforces their commitment to delivering exceptional service to customers.
Employee Feedback and Improvement Loop
Continuous feedback mechanisms are essential for staff development and improvement. Travel + Leisure Co. values the input of its employees who serve Club Wyndham Asia and actively seeks their feedback to refine training programs and address any concerns or challenges. Through regular performance evaluations and feedback sessions, employees have a platform to voice their opinions, suggest improvements, and participate in their own development.
This feedback loop ensures that training programs are tailored to meet the specific needs of employees, resulting in enhanced skills and increased job satisfaction. By actively involving employees in the improvement process, Club Wyndham Asia creates a culture of continuous learning and growth.
Success Stories, Built on Customer Satisfaction
Real-life examples of staff development initiatives leading to improved customer satisfaction are abundant at Club Wyndham Asia. Their ability to think on their feet and resolve the issue quickly and efficiently left a lasting positive impression on the guest, resulting in a delighted customer.
“Club staff provided good service. They are polite and helpful 10/10. Large pool, convenient and nice hotel. There are various family-friendly activities very suited for a weekend. I can spend a lot of time without get bored.” – Siriwadee Jiansirijinda
Discover what our delighted guests are saying about their unforgettable Club Wyndham Asia experience. Check out this page for the latest Club Wyndham Asia reviews and testimonials.
Delivering Hospitality with HEART
Investing in staff development is a strategic imperative for Travel + Leisure Co. to improve employee satisfaction, create a positive work environment, and provide superior customer service across Club Wyndham Asia resorts and service centres. Happy employees lead to happy customers and business success. Delivering hospitality with HEART (Hospitality, Engagement, Accountability, Respect, and Teamwork) is a core value deeply embedded within the organisation, influencing decisions, relationships, and workplace culture.
Investing in staff development is not just an expense; it is an investment in the future of the organisation, its employees, and its customers. By focusing on the continuous growth and development of their workforce, businesses can create a winning formula for superior customer satisfaction in the competitive hospitality industry.
