Training and Development-Sustainable SHG | Silks Hotel Group ESG Website

Performance Results

In 2024, Silks Hotel Group recorded a total of 67,204 hours of in-person training across 11,622 participants, along with 3,366 online course participants.
Silks Place Tainan obtained WSET and SSI certifications, strengthening expertise in wine and spirits; meanwhile, AI co-learning programs and cross-property rotation effectively enhanced employees' digital literacy and career development.
The Group's training and development programs have significantly improved employees' professional skills and career competencies, further elevating service quality, enhancing market competitiveness, and strengthening brand value.

Future Goals

Short-term Goals

Medium to Long-term Goals

Strengthen digital capabilities and practical skills.
Promote training programs for frontline staff and supervisors.
Enhance immediate operational readiness and service excellence.

Establish a sustainable talent development system and deepen cross-brand rotation.
Design career pathways for Generation Z and foster organizational culture inheritance to strengthen the Group's competitiveness.

Impact

With the rapid growth of digital transformation and the demand for high-end services, the hospitality industry faces higher requirements for talent quality. Confronted with labor shortages, generational differences, and intense competition, the Group continues to adjust competency requirements and training mechanisms to ensure employees can respond promptly to changes, maintain service quality, and sustain operational efficiency.

Policy Commitment

The Group is committed to building a "learning organization" that fosters lifelong learning and career development for all employees. Through mechanisms such as coaching-based leadership, digital co-learning, and industry–academia collaboration, the Group advances SDG 4 (Quality Education) and SDG 8 (Decent Work and Economic Growth), cultivating hospitality professionals equipped with both expertise and cultural literacy.

Actions Taken

The Group promotes diversified learning strategies, including the iGPS career navigation program, digital learning platforms, cross-property rotations, and international certification courses. At the same time, AI-enabled co-learning and the British butler system are introduced to enhance employees' practical capabilities and workplace resilience, thereby strengthening professional skills and elevating service quality.

Evaluation Mechanisms

The Group evaluates training effectiveness using key performance indicators such as total training hours, participant numbers, online engagement, and course completion rates. In addition, R12 survey results and employee feedback are continuously monitored to track outcomes. For the medium and long term, succession planning progress and the improvement of competency gaps serve as key measures of effectiveness.

Stakeholder Engagement

The Group actively establishes interactive platforms through internal training feedback, cross-departmental communication meetings, and industry–academia collaboration to understand employee needs and adjust course content. Specialized programs are developed in cooperation with domestic and international schools, and the Group participates in government training initiatives, strengthening stakeholder engagement and collaborative talent development.

Industry-Academia Collaboration for Innovative Talent Development

The Group continues to deepen industry–academia collaboration and expand New Southbound exchange programs. In the 2024 academic year, specialized New Southbound classes were launched, attracting international students from Indonesia, the Philippines, Malaysia, and other countries to study in Taiwan. Students integrate theory with practice through cross-departmental internships within the Group's hotels, with priority placements at Beitou Silks Spring Resort. Moving forward, the Group will continue to cultivate overseas Chinese and international students, injecting diverse and high-quality new talent into the workforce.

Southern Taiwan University of Science and Technology and Silks Place Tainan established the "Silks Place Tainan Academy" and signed an industry-academia collaboration agreement. (Photo provided by Southern Taiwan University of Science and Technology)

Silks Hotel Group signed a contract with St. John's University to launch a New Southbound special program to cultivate hotel talent. (Photo provided by Silks Hotel Group)

Diverse Training and Sustainable Talent Development

The Group continues to promote diversified education and training to strengthen employees' professional skills and core competencies. In-person courses cover leadership, mental health, SOP operations, and fire safety, with targeted training in F&B and guest service skills. Online courses provide multilingual resources, offering programs such as the "Four Disciplines of Execution (4DX)" and AI application training. In 2024, a total of 11,622 participants completed training, accumulating 67,204 hours.

With diverse brand positioning, the Group designs differentiated development strategies according to service focus, actively transforming into a "Lifestyle & Trend Industry" to create a workplace and growth environment aligned with the expectations of younger generations, thereby promoting sustainable talent development.

The Group also implements the iGPS Career Navigation Map program, helping employees rotate through roles based on interests and strengths, gaining diverse practical experience and preparing future supervisors. In response to the growing Generation Z workforce by 2030, strategies are adjusted to emphasize experiential learning and value realization, guiding young talent to maximize their potential.

Meticulous Service, Sustainable Hospitality

The Group has introduced the British private butler service system, training hundreds of professional butlers with a strong emphasis on rigorous service standards and attention to detail, creating a team capable of delivering personalized experiences. Training covers etiquette, demeanor, high-end reception, and comprehensive service skills, enhancing overall service quality.

At the same time, inheriting Japan's "Okami" culture, foundational F&B courses are designed, including pouring etiquette, tray handling techniques, and beverage knowledge, strengthening frontline staff's professional image and practical skills.

Through systematic training, employees learn to establish deep connections with guests and design personalized service plans, elevating service quality, consolidating the Group's leadership in the luxury hospitality market, and embodying the core value of "Exquisite Service, Sustainable Hospitality."

Meticulous Service, Sustainable Hospitality