"Fee Waiver" and "PKG"?... Hanwha Hotels & Resorts Launches Initiative to Clarify Confusing Hotel Terminology

Launching a Customer-Centric Language Improvement Project
Hanwha Hotels & Resorts Publishes "Writing That Connects Thoughts and Touches Hearts" Guidebook
Promoting Clear and Accurate Communication for Enhanced Customer Convenience

[Asia Economy, reporter Cha Minyoung] On December 15, Hanwha Hotels & Resorts announced that it is launching a customer-centric language improvement project to enhance both internal and external communication and prevent customer confusion, as non-face-to-face activities become more prevalent.

The goal is to minimize issues arising from differences in interpretation by ensuring accurate information delivery between employees and customers, and to create an environment where employees think and express themselves using customer language.

The Customer Value Team (CV Team) at Hanwha Hotels & Resorts analyzed internal terminology collected over the past six months and published a guidebook titled "Writing That Connects Thoughts and Touches Hearts." The guidebook is organized into four categories: ▲Writing Accurately, ▲Writing for Easy Understanding, ▲Writing for Readability, and ▲Writing Warmly.

The guidebook covers overall writing guidelines for customer communication, including spelling, foreign word notation, proper use of honorifics, improving abbreviations, foreign words, and Sino-Korean words, and adopting expressions from the customer's perspective. For example, terms such as ▲"Reception Method," "Operating Hours," and "Business Hours" have been changed to customer-centric terms like "Application Method," "Usage Hours," and "Viewing Hours." Abbreviations such as ▲"PKG" and "C/I" have been replaced with "Package Product" and "Check-in (Room Entry)," and foreign expressions like ▲"Fee Waiver" have been changed to "Fee Exemption."

The company is also running a language improvement campaign for employees using the writing guidebook. The campaign aims not only to improve messages delivered to customers, but also to enhance expressions used in conversations and internal documents, encouraging employees to think from the customer's perspective. The CV Team will conduct the campaign for approximately 16 weeks based on the guidebook, and will hold events and training sessions to encourage voluntary participation from employees.

Park Hyeryeon, head of the CV Team, stated, "This project is being carried out to create an environment where employees think and express themselves in the customer's language rather than the company's language," adding, "By choosing accurate terminology, using easy-to-understand plain language, and adhering to language norms, we will enhance customer convenience with clear and precise communication."

This content was produced with the assistance of AI translation services.