BHA Partners Qooco to Improve Mandarin and English Language Abilities

The Bali Hotels Association (BHA) has partnered with mobile learning technology company Qooco, to implement its first-ever staff language training programme.

BHA, whose members include General Managers from more than 100 hotels and resorts in Bali representing almost 30,000 employees, will use Qooco’s online language learning programmes to improve the spoken Mandarin and English language abilities at the hotels.

In the past two years, Bali has experienced a phenomenal increase in the number of Chinese tourists. In 2010, Bali had a 175.25% growth in Chinese tourists compared to the previous year. Last year in 2012, Chinese visitors were the second largest foreign arrivals to visit Bali. Australians were number one.

Through virtual simulations of real life scenarios encountered by service staff, users learn the vocabulary and dialogue necessary to handle specific situations in areas of food and beverage, kitchen, security, spa, housekeeping and front desk services.

Qooco’s state-of-the-art speech and analytics technologies instantly analyse and graphically illustrate the accuracy of tone and pronunciation, allowing for immediate feedback and live tuition.

All lessons, conducted entirely online, are scored and tracked using data so that progress can be monitored over time – a particularly useful tool for management to identify problem areas and easily map the results of the programme.

“At Qooco we believe in the potential that technology has to transform the way organizations train staff,” said David Topolewski, CEO at Qooco, “Mobile learning, also known as m-learning, offers cost effective training solutions with lessons that can be accessed anytime, anywhere, and still provide immediate feedback. Language can only be mastered through frequent practice and Qooco’s ease of access and fun and engaging teaching methods will give staff and employees results that are measurable and effective.”

For the Bali Hotels Association the investment in language learning means that staff are able to connect with guests in a more attentive and engaging way, positively enhancing the service experience for guests. At the same time there is also a bottom line incentive to investing in language training. Staff learn to explain offerings in a more convincing and impactful way, likening the chances for up sell. They are more likely to establish trust with guests and be seen as a reliable source of information. Taking language learning programmes online also means that there is flexibility and staff can train at a time that is convenient for them and their employer.

Alessandro Migliore, Chairman of the BHA, said, “As an international destination, language is the first barrier that local talent has to overcome to deliver first-class service. It is also a skill that benefits from on-going practice and practical application. The BHA works with Qooco because it provides an easy and upgradable system that allows continuous learning at a personalized pace for every staff member and hotel.”