Kuala Lumpur Convention Centre's '70-20-10' Formula Successfully Retains Staff
June 25, 2013
The Kuala Lumpur Convention Centre may have found the secret to success in retaining staff, with 23 percent of the current staff force of 310 joined as part of the pre-opening team between 2003 and June 2005.
“More impressive is the fact that 51 percent, or 158 team members have been with the Centre five years and longer,” said the Centre’s director of Human Resource, Rohizat Baharum, himself a 9-year veteran.
Part of the Centre’s success is attributed to its’ ’70-20-10’ formula that entails 70 percent experiential learning, 20 percent networking, role models and mentoring and 10 percent course work and formal training.
“Every year, the Centre invests half a million ringgit in various training programmes, with some 70 percent of the spending going into leadership programmes, professional coaching, management training and internalisation plans to meet our objective of developing a team of competent and skilful professionals,” Rohizat said.
He added, “With training and development programmes being a significant component in our staff retention strategy, we actively collaborate with professional consultants to intensify and broaden the scope in the 70-20-10 formula.”
The Centre’s comprehensive external and internal programmes range from basic conversational English, customer service and cultural awareness to more technical fields such as emergency first aid, food handling, diet menu planning & understanding and leadership development.
Seventy-two of the original team members recently were celebrated, as well as General Manager Datuk Peter Brokenshire, who became the first recipient of a ‘Certificate of Appreciation’ for reaching the significant 10-year service milestone.
“The Centre is blessed with a great number of team members who have stayed committed since pre-opening and have remained steadfast in duty. This ‘backbone’ of the organisation has been key to the Centre becoming the world-class establishment it is today in a mere eight years,” Datuk said.
Partner Voices
Overview:
The award-winning Orange County Convention Center (OCCC) goes the extra mile to make every day extraordinary by offering customer service excellence and industry-leading partnerships. From their dedicated in-house Rigging team to their robust Exhibitor Services, The Center of Hospitality brings your imagination to life by helping you host unforgettable meetings and events. With more than 2 million square feet of exhibit space, world-class services and a dream destination, we are committed to making even the most ambitious conventions a reality.
In October 2023, the Orange County Board of County Commissioners voted to approve allocating Tourist Development Tax funding for the $560 million Phase 5A completion of the OCCC. The Convention Way Grand Concourse project will include enhancements to the North-South Building, featuring an additional 60,000 square feet of meeting space, an 80,000- square-foot ballroom and new entry to the North-South Building along Convention Way.
“We are thrilled to begin work on completing our North-South Building which will allow us to meet the growing needs of our clients,” said OCCC Executive Director Mark Tester. “As an economic driver for the community, this project will provide the Center with connectivity and meeting space to host more events and continue to infuse the local economy with new money and expanding business opportunities.”
Amenities:
The Center of Hospitality goes above and beyond by offering world-class customer service and industry-leading partnerships. From the largest convention center Wi-Fi network to custom LAN/WAN design, the Center takes pride in enhancing exhibitor and customer experience.
The OCCC is the exclusive provider of electricity (24-hour power at no additional cost), aerial rigging and lighting, water, natural gas and propane, compressed air, and cable TV services. Convenience
The Center is at the epicenter of the destination, with an abundance of hotels, restaurants, and attractions within walking distance. Pedestrian bridges connect both buildings to more than 5,200 rooms and is within a 15-minute drive from the Orlando International Airport. The convenience of the location goes hand-in-hand with top notch service to help meet an event’s every need.
Gold Key Members
The OCCC’s Gold Key Members represent the best of the best when it comes to exceptional service and exclusive benefits for clients, exhibitors and guests. The Center’s Gold Key memberships with Universal Orlando Resort, SeaWorld Orlando and Walt Disney World greatly enhance meeting planner and attendee experiences offering world-renowned venues, immersive experiences and creative resources for their events.
OCCC Events:
This fiscal year, the OCCC is projected to host 168 events, 1.7 million attendees, and $2.9 billion in economic impact.
The Center’s top five events during their 2022-2023 fiscal year included:
AAU Jr. National Volleyball Championships 2023
200,000 Attendees
$257 Million in Economic Impact
MEGACON 2023
160,000 Attendees
$205 Million in Economic Impact
Open Championship Series 2023
69,500 Attendees
$89 Million in Economic Impact
Sunshine Classic 2023
42,000 Attendees
$54 Million in Economic Impact
Premiere Orlando 2023
42,000 Attendees
$108 Million in Economic Impact
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