Ms. Yang

Caroline Yang

Partner & Human Resources Consultant

MultiCultural Business Solutions

Caroline Yang, CHRP, CCP has fifteen years of human resources experience working with Nortel and Compaq in China and ATI (now AMD), TD Bank and Manulife in Canada. In her role as a human resources business partner, Ms. Yang has worked with a diverse workforce and supported multicultural teams of highly skilled technical professionals.

Since working with MultiCultural Business Solutions, Ms. Yang has provided services to a broad range of public and private sector organizations, including Scotiabank, Total E&P Canada, GE Canada, City of Kitchener, Citizenship and Immigration Canada, Canada Revenue Agency, University of Ottawa and Ontario Regulator for Access Consortium.

Ms. Yang was interviewed by Radio Canada International to share her experience of integrating skilled immigrants into the Canadian workplace. She has multiple publications on leadership, teamwork, global HR policies and total rewards by HRPA, WorldatWork and CERC. She will present at HRPAís 2013 Annual Conference.

Ms. Yang graduated from City University of Hong Kong with a Post-Graduate Certificate in Business Administration and a Canadian International Development Agency training program at Simon Fraser University.

Ms. Yang can be contacted at 905-554-1597 or caroline@mcbsol.com

Coming Up In The April Online Hotel Business Review




Feature Focus
Guest Service: The Personalized Experience
In the not-too-distant future, when guests arrive at a hotel, they will check themselves in using a kiosk in the lobby, by- passing a stop at the front desk. When they call room service to order food, it will be from a hotel mobile tablet, practically eliminating any contact with friendly service people. Though these inevitable developments will likely result in delivered to their door by a robot. When they visit a restaurant, their orders will be placed and the bill will be paid some staff reduction, there is a silver lining Ė all the remaining hotel staff can be laser-focused on providing guests with the best possible service available. And for most guests, that means being the beneficiary of a personalized experience from the hotel. According to a recent Yahoo survey, 78 percent of hotel guests expressed a desire for some kind of personalization. They are seeking services that not only make them feel welcomed, but valued, and cause them to feel good about themselves. Hotels must strive to establish an emotional bond with their guests, the kind of bond that creates guest loyalty and brings them back time and again. But providing personalized service is more than knowing your guests by name. Itís leaving a bottle of wine in the room of a couple celebrating their anniversary, or knowing which guest enjoys having a fresh cup of coffee brought to their room as part of a wake-up call. Itís the small, thoughtful, personal gestures that matter most and produce the greatest effect. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.