E-Land Park said on the 1st that it conducted personalized service training for on-site staff ahead of the opening of its first luxury resort, "Grand Kensington Seorak Beach," in Oct.
The training ran for four days from the 25th to the 28th of last month for about 30 employees working at customer touchpoints such as rooms, food and beverage, and culinary. The service innovation team, newly established in 2024 at E-Land Park, led the program.
Employees who have handled new hotel openings, state and VIP protocol, and international events at domestic five-star hotels and global chain hotels also took part.
E-Land Park adopted a simulation format that assumes real customer service situations instead of lecture-based training. It set specifics such as the customer's age, purpose of visit, and travel schedule, and had employees alternate between customer and service provider roles to review responses by scenario.
In particular, the training focused on "proactive response," identifying and providing needed services during the stay rather than waiting for direct requests.
After each simulation, trainers provided feedback not only on employees' wording and expressions but also on nonverbal elements such as distance from customers, eye contact, and movement paths. They also reviewed grooming standards, including attire and appearance.
Based on the results of this training, E-Land Park plans to detail job-specific service standards for rooms and food and beverage and apply them to actual operations after opening.
Grand Kensington Seorak Beach is the first resort under "Grand Kensington," the top-tier brand created by E-Land Park to target a higher market than its existing Kensington Hotel & Resort. It will open in Toseong-myeon, Goseong-gun, Gangwon, in Oct.
A Grand Kensington Seorak Beach official said, "The competitiveness of a luxury resort is completed by the service guests experience during their stay," adding, "As this is the first luxury resort unveiled by E-Land Park, we will deliver a uniquely Grand Kensington luxury experience by providing services that anticipate needs even before customers speak."