Ms. Janet Poon (Left); Ms. Eva Li (Right)

Talent is the most important asset of all enterprises, and is the key to success in today's highly competitive business environment. In view of this, staff recruitment and retention were invested substantially by most corporations in terms of attractive remuneration and benefits packages, comprehensive training program and promotional schemes. There are also series of soft approaches like nurturing and exploring the potential of employees, developing their long-term career planning as well as demonstrating concern for staff and their families' physical and mental well-being in order to motivate them to further develop successful business model.

Adhering to the management philosophy - 'We Do It Right', the human resources strategies at Hang Lung Properties comprises a number of factors that have led to its success. 'Customers-centric' service motto forms the foundation of Hang Lung's sustainable development revealed by Janet Poon, Deputy Director - Human Resources of the Group. "We also treat our employees as internal customers in terms of our staff management." She added. This year, Hang Lung Properties not only won the 'Employer of Choice Award' for the fifth consecutive time, but also accomplished with the first ever 'Appreciation Culture Award' from JobMarket.

Comprehensive Talent Management Strategy Ensures Excellent Service Quality

With the aim of Making the company a high admired commercial property developer in China, the corporate management at Hang Lung Properties truly believes that topperforming individuals are the driving force behind corporate sustainable growth. In addition to its comprehensive training and development schemes, advancement opportunities and employee care measures, the Group strives to build a comfortable and tension-free workplace imbued with a corporate culture that emphasises mutual respect and collaboration. "In this context, every our colleague can maximize themselves a full potential with higher levels of flexibility and autonomy, while making progress in line with the Company's direction and goals," added Poon.

Bringing up the attention on the work performance, appraisals are held twice a year at Hang Lung, which allows employees to express their needs and have a say in the workplace. Poon explains that this allows a bilateral communication between staffs and their supervisor which former can share their preferred career path and expectation at their Company while latter can advise and provide the best support. Plus, the Company offers both vertical advancements backed by leadership training program as well as horizontal development opportunities, such as shifting to other departments or offices. This would result in higher work efficiency and enhance a positive workplace ambience.

Recognition of Top-Performing Frontline Staff Through 'Emerald Award Presentation Ceremony'

Since 2014, Hang Lung Properties has hosted the 'Emerald Award Presentation Ceremony' to encourage and recognize topperforming frontline employees who demonstrated the exceptional levels of customer service and exemplifying the very best of Hang Lung Service excellence and its 'customer-centric' corporate culture. The appointed judging panel selects excellent customer service performances from a massive number of work cases. Last year Hang Lung selected 6 highly acclaimed cases from about 350 applications submitted from locals and mainland offices. 8 customer service frontline staffs who demonstrated remarkable performance were awarded a glamorous emerald brooch together with an exceptional opportunity to participate in a star-graded, service quality experiential tour to facilitate exchanges between Hong Kong and Mainland. Poon has been excited to see the increasing numbers of application submissions every year, which reflects a dedication to higher service standards among staff.

Eva Li, Head of Talent Management of the Group pointed out that their colleagues are very considerable from clients' perspectives in order to deliver best quality services. A case was then shown that a guest suffered from claustrophobia which not allowing her to enter the elevator alone and was extremely nervous when arriving at one of the Hang Lung's property lobby. One of the client service staffs accompanied her while walking her up the staircases, offering water, towels and a fan, etc. Eventually the guest reached her destination and was thankful for the support of their service.

Moreover, Hang Lung corporate management wholeheartedly cares about their fellow colleagues. During the annual 'Appreciation Day', the Chief Executive Officer and executive directors visited a group of their frontline staffs and offered juice as a gesture to showcase support and one of the ways showing appreciation from corporate management. Poon further explained that this initiative significantly helps consolidated overall the team cohesiveness.

Embracing Employees' Opinion

In such a competitive tension workforce market, Li highly believes in the essential of a soft approach is with full of heartfelt not only to the staff but also to the staff's family. In fact, Hang Lung Properties' generous employee benefits extend to family members as well which demonstrating how a caring Company is built and maintained. This includes medical insurance, physical examinations, paternity leave, wedding leave, and other benefits. Moreover, the Group has established the 'Chan Tseng-Hsi Foundation' to subsidise the children of staff who wish to pursue full-time degree studies at local or recognised overseas tertiary institutions.

As a family-friendly employer, the Company has created a 'Breastfeeding Friendly Workplace' as well as providing staff and their relatives bungalows on Lantau Island for leisure. The Social Club, formed and volunteered by colleagues from different departments, has been organised a wide array of activities since 2011, including circular outdoor activities, providing a platform for families and friends to get together during their leisure time.

Additionally, the 'Hang Lung As One' volunteer team provided opportunities for their staff to give back to the community and engage in meaningful volunteer work. This includes nurturing youngsters, fostering environmental protection, assisting the elderly, and other charitable work. Being truly community focused and compassionate are common values shared by personnel at the very top of the Company all the way to the rank and file members, and reinforces the need to be responsible and caring the public.

Reflecting their emphasis on community connections, Hang Lung Properties organised the 'Hang Lung Young Architects Program' in 2017 that designed for teenagers to gain a deeper insight into the various features of Hong Kong's unique architecture and its historic building under the guidance of expert architects and mentors. Furthermore, over 110 volunteer activities were held in 2018, while the number of service hour contributed in both Hong Kong and mainland China exceeded 13,000. More importantly, the Company has offered opportunities in daily business operations to support disabled people, assisting them returned to society and the workforce, and providing the opportunity of living to their normal lives.