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Written by Kevin Cheng
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Kevin Cheng's insights into HR are gleaned from years of experience at the prestigious Portman Ritz-Carlton in Shanghai. His dedication to his staff and clients stems from his personal business ethic that "Excellence is not a skill; it's an attitude." Network HR puts Kevin in the hot seat to ask about the finer details of his career and thoughts on this rapidly growing sector of corporate culture.
Q: How did you start in HR?
My first job was as a guide for Yangtze river cruises but I wanted a job in a larger city such as Shanghai. I didn't know I had the capability to work in HR; I simply mailed my resume out to many places speculatively. One day my uncle told me there was an advertisement from the Portman Ritz-Carlton advertising for HR staff and when they interviewed me, they commented on my communication skills, especially my English level. Since then, with developing presentation and training skills and I've grown with the Ritz Carlton. Looking back, it's been an incredible journey since I started here in April 2000."
Q: What do you see as the most important function of any HR department?
A: My feeling is that an HR role is very important in determining the success of a company because no matter what service or product is offered by a business, every company MUST have the right employees; without them, no company can achieve success.
The main thing is to figure out, as an HR mgr, how to get people to do what you want them to do. So HR must work hard in each company to find the right people with whom they can develop strong communication.
"Ideally, people in HR will have also worked in operations for a length of time,
then they can apply this knowledge to the HR field. So while this process takes time, it's worth it."
My first responsibility is to find the right people, give them the right job, give them the right training and make sure they have the right ability to do the job. Most of all, HR must help uphold a positive work environment.
We need, as HR, to make sure each employee has the right materials, skills and respect to do their job well.
HR professionals have a lot to do but HR can do much in understanding a company's business.
Currently there's a "Fast Food" culture in modern companies, by which some employess in HR have never actually WORKED on the front desk or on the floor, but they keep growing in their HR careers.
However if they can't understand the jobs at hand, it's harder for them to understand the jobs they are managing.
They need to understand how much HR relates to the business's needs.
Ideally, people in HR will have also worked in operations for a length of time,
then they can apply this knowledge to the HR field. So while this process takes time, it's worth it.
Q: Is there anyone who's inspired your HR career?
KW: My boss, Lawrence Chi, is certainly an inspiring man with integrity and respect, who treats everyone fairly. He was born in Canada and has recently been promoted to our regional office in Hong Kong. Lawrence gives very serious feedback if people don't achieve their goals but is also known for his caring nature and this is an approach to HR that's certainly something I've learned from and been able to apply in my work.
Otherwise, one of my favourite books is "The 7 Habits of Highly Effective People." It changed my paradigm toward my HR career.
Q: What would your advice be to someone starting out in the HR industry?
KW: I would share three steps:
1. You need to understand internal and external customers' needs and expectations;
2. Whatever it is you're doing, do it right the first time;
3. Eliminate defects in the process of your work.
Q: What's your HR department's procedure if friction arises between employees?
KW: We do have an employee "Grievance Process." We separate the parties in question and have individual interviews about the situation and record it. Then we find witnesses and other forms of proof then determine whether we stand on the hotel's side or the employee's side. Basically if we find it insoluble both parties would unfortunately have to be terminated.
We value everyone's contribution and always help with any separation process. However overall we find that we do have a high retention rate so these situations are rare.
Q: What lies ahead for your career-wise?
KW: I want to learn something new as I've been in this role for about six years now; an MBA course is on the horizon. I'm also interested in psychology so that's an area I may follow up. In terms of my personal life I'd really like to go travelling.
Q: What are your likes and dislikes about working in HR?
KW: I enjoy the relationships; we care about each other and provide a range of very satisfying services in HR; however I dislike the pace sometimes. To be honest, I could handle it being a little faster sometimes!
Q; What's your motto that helps you in work as an HR professional?
A: I actually have two that come to mind: "The true measure of a man is how he treats someone else who can do him absolutely no good;" and,
"Excellence is not a skill; it's an attitude."
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