Customized training underway ahead of October opening

Five-star hotel veterans lead staff preparation

Role-play format sharpens on-the-ground skills

Staff trained to anticipate customer needs before they arise

Staff members of Grand Kensington Seorak Beach pose for a photo after completing a service training session. [Eland Park]
Staff members of Grand Kensington Seorak Beach pose for a photo after completing a service training session. [Eland Park]

Eland Park is building a tailored customer service system ahead of the October opening of its first luxury resort.

The company said Tuesday it had completed a four-day service training program for staff at Grand Kensington Seorak Beach, held from Tuesday to Friday last week. Organized by the Service Innovation Team, established in 2024, the program covered about 30 employees working in guest rooms, food and beverage, and culinary operations. Participants included professionals with experience in hotel openings, state guest and VIP reception, and international events at domestic five-star and global chain hotels.

The training went beyond conventional instruction by adopting a role-play format focused on practicing personalized service. Participants set detailed profiles of the resort's target guests — including their travel purposes and itineraries — then took turns playing the roles of customer and staff member, rehearsing conversations and workflows for various scenarios. Particular emphasis was placed on "proactive service": identifying what guests need before they ask and delivering it seamlessly.

A service training session in progress at Grand Kensington Seorak Beach. [Eland Park]
A service training session in progress at Grand Kensington Seorak Beach. [Eland Park]

Following the role-play exercises, on-site feedback sessions reviewed a full range of behavioral standards — including speech patterns and phrasing, appropriate physical distance from guests, eye contact, movement and non-verbal communication — as well as personal grooming guidelines.

Grand Kensington Seorak Beach plans to use this training as a foundation for refining service standards by job function and rolling them out across all operations when the resort opens. The goal, the company said, is to give every guest the feeling of having been warmly welcomed and genuinely valued throughout their stay, with seamless service from check-in to check-out.

"The competitiveness of a luxury resort is defined by the service guests experience during their stay," a Grand Kensington Seorak Beach official said. "As Eland Park's first luxury resort, we will deliver a Grand Kensington experience by anticipating what guests need before they even have to ask."


terry@heraldcorp.com