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Investing in soft capital:

               Hospitality and service skills in China’s
               service industry


               Ed Dean, JETT Training

               Monday 6th November, London




6th November                            © JETT Training 2006   1
Contents

      • Brief introduction



      • Why are we discussing poor service?



      •        What are the challenges?



      •        What are the solutions?
                — How can international organisations help to improve skills in China's
                  hospitality sector?

                — What opportunities are open to investors interested in China’s tourism
                  sector?


6th November                                         © JETT Training 2006                  2
A brief introduction to JETT Training

      • A story of opportunity

      •        Started in 2004
                — Language at restaurants

      •        2005
                — Hotels

                — Retail

      •        2006
                — Beijing

                — Training in Chinese

                — Customer service



6th November                                © JETT Training 2006   3
What are the challenges?

      • Why are we discussing this?



      • Why is a ‘service culture’ currently lacking?
               — Political / social reasons

               — Staff recruitment and retention difficulties
                    • Tough working conditions

                    • No tipping

                    • High turnover

               — Perception of service industry as not glamorous

               — Language

               — Awareness of the problem itself

               — Budget and priority


6th November                                         © JETT Training 2006   4
How best to invest?

      •        Investment people
                — Pre-job training

                — On the job training

                — E-learning opportunities



      • Education: importance of service
                — Local hotel owners



      • Education: good career
                — Students, graduates and employees



      •        Awareness and Awards initiative

6th November                                     © JETT Training 2006   5
Thank you




                    Ed Dean
               Ed@jett-training.com
                +86 13901600935



               www.jett-training.com




6th November             © JETT Training 2006   6

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Ed Dean - JETT Training

  • 1. Investing in soft capital: Hospitality and service skills in China’s service industry Ed Dean, JETT Training Monday 6th November, London 6th November © JETT Training 2006 1
  • 2. Contents • Brief introduction • Why are we discussing poor service? • What are the challenges? • What are the solutions? — How can international organisations help to improve skills in China's hospitality sector? — What opportunities are open to investors interested in China’s tourism sector? 6th November © JETT Training 2006 2
  • 3. A brief introduction to JETT Training • A story of opportunity • Started in 2004 — Language at restaurants • 2005 — Hotels — Retail • 2006 — Beijing — Training in Chinese — Customer service 6th November © JETT Training 2006 3
  • 4. What are the challenges? • Why are we discussing this? • Why is a ‘service culture’ currently lacking? — Political / social reasons — Staff recruitment and retention difficulties • Tough working conditions • No tipping • High turnover — Perception of service industry as not glamorous — Language — Awareness of the problem itself — Budget and priority 6th November © JETT Training 2006 4
  • 5. How best to invest? • Investment people — Pre-job training — On the job training — E-learning opportunities • Education: importance of service — Local hotel owners • Education: good career — Students, graduates and employees • Awareness and Awards initiative 6th November © JETT Training 2006 5
  • 6. Thank you Ed Dean Ed@jett-training.com +86 13901600935 www.jett-training.com 6th November © JETT Training 2006 6