Revolutionising workforce training for a dynamic hospitality landscape

In the ever-changing hospitality landscape, talent management is a game-changer. Recognising this, Ascott prioritises the nurturing of its workforce.

In this exclusive interview with HRM Asia, Wong Kar Ling, Chief Strategy Officer and Managing Director, South-East Asia, The Ascott Limited (Ascott), shares more on the organisation’s latest initiative – the Ascott Global Academy for Excellence (AGAX). This initiative equips Ascott associates with the skills they need not only to survive but thrive in a dynamic tourism industry. From cutting-edge training programmes to personalised development courses, AGAX underscores Ascott’s commitment to building a resilient and future-proof workforce.

Why is a strong talent management strategy crucial for Ascott’s sustainable growth, and what are the key aspects of such a strategy?

Wong: At Ascott, we strongly believe in partnering with our associates to equip them with the necessary skills to remain competitive in a changing landscape. By prioritising learning and development, Ascott aims to nurture a workforce adept at navigating challenges and opportunities in the dynamic hospitality industry, and provide a supportive environment that enables our associates to pursue fulfilling careers.

The launch of the Ascott Global Academy for Excellence (AGAX) supports this goal and helps cultivate a strong talent pipeline ready for a future of unlimited possibilities. Through AGAX, Ascott will offer comprehensive programmes ranging from apprenticeships to hospitality and service training, as well as personal development courses that prepare our associates for success. This will allow Ascott to uplift our human capital, providing best-in-class hospitality services as a preferred accommodation of choice for our guests and owners, as well as an environment where our associates can thrive.

In your current dual role, you have a unique vantage point that bridges both the big-picture strategy and the day-to-day operations in the region. Given this perspective, could you elaborate on how your understanding of talent development needs evolved, leading to the creation of a global initiative like AGAX?

Wong: Seeing the business through both strategic and operational lenses enables me to develop a human capital strategy that is forward-thinking, aligned with our business objectives, and grounded in operational realities.

As with travel trends, the needs and expectations of our talent are constantly evolving, and it is important to keep pace with their needs and equip them with the right skills and tools to stay ahead of the curve. There is no one-size-fits-all approach when it comes to each associate’s learning path, and AGAX, with its comprehensive range of offerings for learning and development, will enable us to provide a personalised career roadmap for our associates that aligns with their own aspirations, contributing to their personal and professional growth.

“AGAX, with its comprehensive range of offerings for learning and development, will enable us to provide a personalised career roadmap for our associates that aligns with their own aspirations, contributing to their personal and professional growth.” – Wong Kar Ling, Chief Strategy Officer and Managing Director, South-East Asia, Ascott

This will, in turn, help keep associates engaged and ready to deliver unparalleled experiences for our guests. A healthy, resilient workforce is key to allowing Ascott to continue an accelerated growth path, expand into new markets, and cater to diverse customer bases.

AGAX is described as a “dynamic platform”. How does it foster a holistic approach to talent development beyond traditional training methods? Additionally, are there other initiatives Ascott is undertaking to prioritise employee retraining and upskilling in the growing Asian tourism sector?

Wong: With a systematised and outcome-based learning track, AGAX provides a dynamic environment for associates to hone their skills and chart the way for further career growth. In addition to traditional training courses held in person, we also have plans for virtual thematic courses that associates may partake in from their respective locations, alongside a series of targeted training resources on emerging technologies, including generative AI. With our continued ambition to drive tech-forward hospitality, we believe that these skills will be increasingly important for our associates to thrive in a technology-first culture in the digital age of tourism.

Ascott aims to develop a workforce that is not only proficient with managing current challenges but also well-positioned to embrace future opportunities in the evolving hospitality industry.

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In addition to AGAX, we are continuously expanding our initiatives to upskill associates, empowering them to upgrade their knowledge and capabilities to navigate the industry. With sustainability as a key agenda for the business, Ascott embarked on a series of bi-monthly online sharing sessions, where regional teams from around the world came together to share their sustainability journey and achievements.

Our partners and consultants were also invited to share industry best practices and sustainability trends. Reaching more than 500 attendees globally each time, these knowledge-sharing sessions served as valuable opportunities for associates to exchange insights and skills around sustainability, allowing them to develop a deeper understanding of how they can thrive as mindful professionals within the travel and hospitality industry.