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52nd ICCA Congress
International Congress and Convention Association.
Twitter: #ICCA13
Peter BrokenshireGeneral Manager, Kuala Lumpur Convention Centre
2 November 2013
ICCA Sector Education Session ICCA Sector Education Session
Staff Education, Motivation & Retention
“Are we fit for the future?”
International Congress and Convention Association.
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Talent Management
Key success factor during pre-opening
International Congress and Convention Association.
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Focus groups
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What they told us?
International Congress and Convention Association.
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They wanted to be:
Treated with respect
International Congress and Convention Association.
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They wanted to wear:
Comfortable, practical uniforms and shoes
International Congress and Convention Association.
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They wanted to have:
Staff meals of a reasonable standard
Lockers
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They wanted to enjoy:
Daily pay Opportunities for training and development
International Congress and Convention Association.
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“Ambassadors”
First and main contact with guests
International Congress and Convention Association.
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Passport to Success
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Rewards Programme
International Congress and Convention Association.
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Rewards Programme
Vouchers
International Congress and Convention Association.
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Rewards Programme
“Gong Hitter”
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Rewards Programme
Commendation letters and “Bonus” points
International Congress and Convention Association.
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Rewards Programme
“Long Service Awards”
International Congress and Convention Association.
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Extensive training opportunities
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Coffee with Datuk
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Internationalisation Programme
International Congress and Convention Association.
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Promoting from within
Sales Executive to Sales Manager
Ambassador to Assistant Catering Manager
International Congress and Convention Association.
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Talent Acceleration Programme
International Congress and Convention Association.
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Management Retreat
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Gen-Y engagement
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Overall - COMMUNICATION
International Congress and Convention Association.
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Together, we make a winning team!
International Congress and Convention Association.
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Thank you!Terima kasih!
