The Hong Kong Jockey Club's training programme “Spinning Top in Service Galaxy”, specifically designed by its Hong Kong Jockey Club College for branch supervisors, has won the gold award in this year's Hong Kong Management Association (HKMA) Award for Excellence in Training – a further recognition of the Club's commitment to staff development at all levels through tailor-made training courses.
Executive Director of Corporate Affairs Kim Mak said comprehensive corporate training was critical to sustaining the Club's business growth. “This gold award winning programme is a good example of that,” he explained. “It is aimed at enhancing the management knowledge and service skills of our branch supervisors, thereby enabling them to cope with the fast-changing market environment and to meet ever-increasing customer expectations. This is in line with our long-standing mission of total customer satisfaction.”
The unusual name of the programme comes from the trainer's frequent use of a spinning top to help participants grasp the importance of change, explaining that the top will fall if it stops spinning. This analogy shows the participants vividly that an organisation needs to keep changing continuously to stay competitive in the market, and motivates the branch staff to commit themselves to the service skills training workshops in a later phase.
The training programme received highly favourable comments from the judging panel, who described it as being practical, well-structured and comprehensive. They praised especially its focus group with internal stakeholders, saying this was useful in identifying the needs of staff and soliciting their support – a prerequisite for any successful programme.
The programme also had quantitative benefits, as branch supervisors who participated were shown to have achieved enhanced work performance. For example, both the mystery shopper rating and supervisor observation reports showed that the participants demonstrated greater confidence in their communications with customers and were able to apply the leadership skills they had learnt to cultivate a strong team spirit in the workplace.
At the same presentation, the Club's Senior People Development Specialists Takki Chan and Gloria Kam were presented with the HKMA Outstanding New Trainer Award 2012, honouring their distinguished performance and dedication in the training and development field.
The Hong Kong Jockey Club
Founded in 1884, The Hong Kong Jockey Club is not only one of the world's leading horse racing organisations but also a world top 15 charitable organisation and Hong Kong’s largest community contributor, donating HK$1.7 billion in 2012. It is also a major taxpayer, Hong Kong's single largest by far, generating over HK$16 billion a year for public funds. The Club pioneers technology applications for sporting and betting entertainment, striving for the highest levels of customer service. As a membership club, it is recognised as one of Asia’s most prestigious, with more than 23,000 members. These multifaceted roles make it a well-respected and remarkable organisation, dedicated to its mission of enhancing the quality of life for all Hong Kong people.
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(Right) The Club's Head of Betting Services (Cashbet) Gilbert Cheng receives the Gold Award for Excellence in Training 2012 from HKMA Chairman Dr Dennis T L Sun.
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(Right) The Cluba£į?s Senior People Development Specialist Takki Chan collects the HKMA Outstanding New Trainer Award 2012.
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(Right) The Cluba£į?s Senior People Development Specialist Gloria Kam collects her HKMA Outstanding New Trainer Award 2012.
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The Club's successful team pose for a group photo after the announcement of the HKMA Training and Development Award.
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