(Hong Kong, August 1, 2016) Hang Lung Properties today recognizes the unparalleled performance of six frontline staff members in the area of customer service at its Emerald Award Presentation Ceremony 2016. Demonstrating their service excellence in a number of circumstances, the six winners have become role models for the Company, encouraging the whole Hang Lung team to scale new heights.
Mr. Philip Chen, Managing Director of Hang Lung Properties said, “Hang Lung views customer service as the very heart of operations throughout our portfolio. We take a people-oriented approach in the design of every detail of our hardware, and this is matched in the supporting software of which customer service forms the core. The Emerald Award was launched to commend our frontline staff who have risen to the challenge of ‘Going the Extra Mile’ in providing service from the heart, and promoting a culture of service excellence within the company.”
Hailing from Amoy Plaza in Hong Kong, Grand Gateway 66 and Grand Gateway 66 Garden in Shanghai, Palace 66 in Shenyang and Parc 66 in Jinan, the six winners work in different roles from Technician, Guest Service Associate to Guest Service Supervisor. The winning cases included the dismantling of a toilet by a technician in order to save a customer’s mobile phone; the urgent delivery of a passport to the airport by a Senior Guest Service Associate to ensure a customer would not miss a flight; the tenacious assistance offered by a Senior Guest Service Associate who helped reconnect two elderly friends living in two different cities; and the repeated calling of ambulance services by a Guest Service Supervisor who was worried about the condition of an elderly customer. All these cases demonstrate the spirit of “Going the Extra Mile” which is at the very heart of the Hang Lung Emerald Award.
In addition to receiving a certificate and the Emerald Pin, adorned with white gold and emerald, each winner will also take part in a three-day exchange tour of service excellence, during which they will have the opportunity to understand more about how customer service works in other service industry sectors.
Hang Lung Properties launched the Emerald Award in 2014 aiming to recognize frontline staff who have embodied the spirit of “Going the Extra Mile” in providing a customer experience par excellence, and to reinforce Hang Lung’s longstanding centrality of service excellence to its brand and operations. A judging panel comprising senior management members is responsible for selecting the award winners based on their customer service performance, which includes their sense of accountability, initiative, problem-solving skills, creativity, and uniqueness. In 2016, the judging panel received more than 240 nominations from developments in Hong Kong, Shanghai, Shenyang, Jinan, Wuxi, Tianjin and Dalian.
As an employee engagement program, the Emerald Award has already received a number of international awards and industry accolades.
Animated videos of the cases are also available for viewing on below links:
Yu Ronghua, Technician at Grand Gateway 66 in Shanghai
http://www.hanglung.com/en-US/promotion-video/emerald-gg-yu-ronghua
Chan Mun Kan, Guest Service Supervisor at Amoy Plaza in Hong Kong
http://www.hanglung.com/en-US/promotion-video/emerald-amoy
Chen Wei, Senior Guest Service Associate at Grand Gateway 66 Garden in Shanghai
http://www.hanglung.com/en-US/promotion-video/emerald-gg-chen-wei
Betty Zhang, Senior Guest Service Associate at Parc 66 in Jinan
http://www.hanglung.com/en-US/promotion-video/emerald-parc-betty-zhong
Zhang Xuan, Senior Guest Service Associate at Parc 66 in Jinan
http://www.hanglung.com/en-US/promotion-video/emerald-parc-zhang-xuan
Liu Miaomiao, Assistant Guest Service Associate at Palace 66 in Shenyang
http://www.hanglung.com/en-US/promotion-video/emerald-palace
