The Business of Training Day 2

Strategic Meeting
Strive for Service Excellence:
From Effectiveness to Greatness
Grand Mahkota Hotel Pontianak
July 17th, 2018
Because Right Thinking Creates Brightest Future

Grand
Mahkota
Hotel
Pontianak
Internal
Assessment

◦ Maximize the use of company training resources
◦ If unavailable, CREATE!
◦ Search materials or contents from online resources
◦ www.google.com
◦ www.slideshare.net
◦ www.pinterest.com
◦ www.wikipedia.org
◦ www.youtube.com
◦ Training Module consists of
◦ PowerPoint Presentation
◦ Tutor’s Notes
◦ Handouts
◦ Course Feedback
◦ Training Administration; Attendance Record, Training Passport, Stamp
Because Right Thinking Creates Brightest Future FOLLOW www.IAM3Lighthouses.com
List of e-Learning Portal:
1. Clay Academy
2. GMHP – Accounting
3. GMHP – Front Office
4. GMHP – Housekeeping
5. GMHP – F&B Services
6. GMHP – Food Production
7. GMHP – Sales & Marketing
8. GMHP – Human Resources
9. GMHP - Security
10.GMHP - Engineering
E-Learning Portal

◦ Microsoft Office PowerPoint Template
◦ Tutor’s Notes
◦ Handout
◦ Reference
Training Module Design
DEFINE

DEFINE

01. Core Series Departmental Orientation
1. Hotel Orientation
2. Departmental Orientation
3. Brand Standard: Kila
4. Hospitality Training
5. Service Excellence
6. Agent of Change
7. Brand Ambassador
8. Exceeding Guest Expectations

02. Functional Series How to do a task
1. Accounting & Finance
2. Electronic Data Processing
3. Food and Beverage
4. Front Office
5. House Laundry
6. Housekeeping
7. Human Capital / Resources
8. Human Capital Development / Training
9. Purchasing
10. Purnama Spa
11. Recreations
12. Sales & Marketing
13. Security
14. Communication Center (Telephone, Telex, Fax)
15. Engineering

03. Leadership Series Authentic Leadership
1. Introduction to Leadership
2. Authentic Leadership
3. Strategic Leadership

04. Supervisory Series Effective Scheduling
1. Effective Communication Skill
2. The Eye of a Supervisor
3. Listening Skill
4. Effective Scheduling
5. Presentation Skill
6. Train the Trainer
7. Selling Skill
8. Coaching Skill

05. Management Series Managing Our People
1. Managing Our People
2. Negotiation Skill
3. Strategic Management
4. Business Plan Design
5. Advance SMART Selling

06. Development Series Housekeeping Management
Development Program
1. Accounting & Finance Management Development Program
2. Front Office Management Development Program
3. Housekeeping Management Development Program
4. Sales & Marketing Management Development Program
5. Human Capital Management Development Program
6. Engineering Management Development Program

07. Specific Purpose Series Digital Marketing Training
1. English for Specific Purpose
2. Social Media & Digital Marketing
3. Health & Safety at Work
4. First Aid
5. Korean Class

EVALUATE
Connect to matters
Put Theory into
Action
Workable Ideas

◦ Type of Human Capital Development
◦ Training Passport & Syllabus
◦ Annual Hotel & Departmental Training Plan
◦ Departmental Operations & Training Manual
◦ Training Incentive Scheme
Connect to matters, Put Theory into
Action, Workable Ideas

◦ Type of Learning
◦ Core; The Power of Engagement, Increasing Profit through Sales, Exceeding Guest Expectations
through Personalized Service, Brand Ambassador, Better Safe Than Sorry
◦ Technical / Functional utilizing competency-base; KKNI
◦ Leadership; Functional Leadership
◦ Development Programs
◦ Supervisor
◦ Manager
◦ Executive
◦ Specific Purpose
◦ English for Specific Purpose
◦ Other Language Training
◦ Cross Exposure
◦ Task Force
Human Capital Development

◦ Target of Training Syllabus
◦ For Casuals & Trainees
◦ For Associates
◦ For Supervisors
◦ For Managers
◦ For Executives
Training Passport & Syllabus
◦ Duration
◦ The 1st Day of Assignment; New Joiner, Newly
Promoted, Newly Transferred
◦ 1 Month
◦ 3 Months
◦ 6 Months
◦ 9 Months
◦ 12 Months

◦ Annual & Monthly Hotel Training Plan
◦ Annual & Monthly Departmental Training Plan
◦ Remember Types of Training available:
◦ Core
◦ Technical / Functional
◦ Leadership
◦ Development Programs for Supervisor,
Manager, Executive
◦ Specific Purpose
◦ Utilize e-Learning Portal
◦ Ensure individual participation
Training Plan

◦ Operations Manual Index
◦ Training Manual Index
◦ Refer to existing Clay Hotels & Resorts or Grand Mahkota Hotel Pontianak
Departmental Operations & Training Manual

ACT
Make a difference
in the workplace

◦ Clay Academy
◦ Online Departmental Operations & Training Manual
◦ Wordpress.com
◦ Google.com
◦ Youtube.com
◦ Pinterest.com
◦ Facebook.com
◦ Departmental Learning Kiosk / Center / Library
◦ Hotel Trainers Club + Photo
◦ Management Support
Make a difference in the workplace

CLAY Academy

◦ FOLLOW www.IAM3Lighthouses.com
◦ SELECT www.wordpress.com
◦ Learn the “How to design an Online Departmental Operations & Training Manual”
@ 3Lighthouses Learning ToolBox
◦ Utilize available technology resources;
◦ Google.com
◦ Youtube.com
◦ Pinterest.com
◦ Facebook.com
◦ … your ideas?
Online Departmental Operations &
Training Manual

Departmental Operations & Training Manual

◦ Your photo
◦ What are the activities?
◦ Who are the facilitators?
◦ Who are the members?
◦ You need a leader.
Hotel Trainers Club

◦ Reward through recognitions as follows:
◦ The Best Learner of the Quarter
◦ The Best Training Team of the Quarter
◦ The Best Trainer of the Quarter
◦ The Best Learner of the
◦ The Best Trainer of the Year
◦ The Best Training Team of the Year
◦ Educate trainers directly and indirectly
◦ Facilitate trainers to actively seeking new ways and better ways
◦ Engage in all programs
◦ Empower Hotel Trainers
Management Support to Hotel Trainers Club

Annual Human Development Plan

SMART Goals Setting
SMART Goal Tactic / Strategy Timing / PIC

REMEMBER
Lighthouse Wisdom
@3Lighthouses

The Business of Training Day 2

The Business of Training Day 2

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