The Business of Training version 3.0

THE BUSINESS OF TRAINING 8/21/2017
FOLLOW www.IAM3Lighthouses.com 1
Human Capital Development
THE BUSINESS OF TRAINING
Kila Senggigi Beach Hotel &
Pool Villa Club Lombok
September 4 – 6, 2017
Because Right Thinking Creates Brightest Future
3Lighthouses Wisdom:
Greatness is in the direction you are moving.

PRESENTATION CONTENT
◦ Food for Thought
◦ About 3Lighthouses
◦ Learning Outcomes
◦ Base of References for Human Capital Development
◦ Training Cycle
◦ The IDEA
◦ Inspire
◦ Define
◦ Evaluate
◦ Act
◦ Moving Forward: What’s Next?
Because Right Thinking Creates Brightest Future FOLLOW www.IAM3Lighthouses.com

FOOD FOR THOUGHT
◦ If you can’t explain it simply, you don’t understand it quite well. Albert Einstein
◦ Teach a man how to fish and he can find fishes for the rest of his life. Lao Tzu
◦ I do I Understand. Confucius
◦ 7Habits of Highly Effective People. Stephen Covey
◦ Inspire Others to Find Their Voice, 8th Habit. Stephen Covey
◦ Jonathan Livingstone Seagull – YOU. Richard Bach
◦ Lighthouse Wisdom. 3Lighthouses

◦ CRDA-Z Academy @ 3Lighthouses
◦ At 3Lighthouses, we CONNECT, COLLABORATE and CREATE masterpieces together
with YOU.
◦ 127 clients since November 11st, 2004 for various industries. See our Capability
Statement.
◦ Let’s create legacy together:
◦ FOLLOW www.IAM3Lighthouses.com (19,039 Followers)
◦ JOIN www.facebook.com/groups/3Lighthouses (5,724 Members)
◦ LIKE www.facebook.com/CRDAZ (19,019 Likers)
3LIGHTHOUSES
•Area Director of Human Resources Hyatt International Hotels in Indonesia (7
properties; 2 Jakarta, 1 Bandung, 1 Yogya, 1 Surabaya, 2 Bali).
•Awarded Asia Pacific Human Resources Award twice; Hyatt Aryaduta Jakarta, Grand
Hyatt Jakarta.
•Awarded Asia Pacific Training Award, Hyatt Aryaduta Jakarta
•Group Director of Human Resources, Singgasana Hotels & Resorts overseeing
Hilton Hotels in Indonesia (Jakarta Hilton, Surabaya Hilton, Bali Hilton), Jakarta
Convention Center, Lombok Golf Kosaido, Maranu Makassar, Bali Golf Kosaido.
•Vice Chairman of Hotel Human Resources Managers Association.
•Secretary General of Sekolah Tinggi Pariwisata Bandung Alumnae.
•Acted as General Manager for Inaya Putri Bali (during APEC in Bali).
•Hotel Opening Supports; Grand Hyatt Beijing & Hyatt Regency Mumbai.
•Strategic Task Force for Hyatt International; designing Hyatt International Corporate
Strategy, designing Coaching Module, Industrial Relations for Managers, licensed
international trainer for Leadership Training & Train the Trainer.
•Appointed Service Excellence Trainer for Kementerian Budaya & Pariwisata RI;
conducting Service Excellence training for 10 tourism destination cities.
3LIGHTHOUSES

We have served and continue to serve
more than 126 clients since November
11th, 2004 including the following;
• Associations
• Corporate offices
• Courier services
• Event management
• Financial institutions
• Forwarding company
• Health services
• Hotels & resorts
• Magazines
• Meeting, Incentive, Convention and
Exhibitions
• Non-government organization
• Production Houses
• Retail
• Tabloids
• Trader
OUR CLIENTS

1. Vision & Mission
2. Values
3. Value Propositions; Unique Selling Points
4. Annual Business Plan
5. Corporate Directives
6. General Management Directives
7. Management Directives
BASE OF REFERENCE

Our Mission
To become a Center of Excellence for Human Capital Development within
Aerowisata Hotels & Resorts, thus, Hotel Indonesia Group and Indonesia.
Benchmark
Hyatt International
Intercontinental Hotel Group
ASTRA
Telkom Indonesia
Q. What does it take?
THE IDEA

Our Mission
To become a Center of Excellence for Human Capital Development within
Aerowisata Hotels & Resorts, thus, Hotel Indonesia Group and Indonesia.
What It Takes
1. Shared Value; Vision, Mission, Values, Value Propositions
2. Strategy; Corporate, Hotel, Departmental, Individual
3. Staffing; Competent Human Capital, Human Capital Development, Zero Base Staffing Guide
4. Structure; Efficient & Streamlined Organization Structuring
5. System; operational, sales and marketing, branding, online, digital marketing
6. Synergy; collaborators, vendors, relevant parties
7. Support; corporate office, general management, sister hotels, within the organization
8. Sufficient Funding; financial support considering revenue gained and cost minimized
THE IDEA
1. LAVENDER Academy
2. Online Operations and Training Manual
3. Learning Center / Kiosk / Library
4. Hotel Trainers Club (include photos of each trainer)
5. Annual Hotel & Departmental Training Plan
6. Binder of Departmental Operations and Training Manual
7. Training Passport and Syllabus for Trainees, Associates,
Supervisors, Managers, Executives
8. Training Incentive Scheme
LEARNING OUTCOME

1. Plan a training
2. Design a training
3. Market a training
4. Conduct a training
5. Evaluate the training effectiveness
TRAINING CYCLE

◦ The Idea: what do we want to achieve? learning
objectives, learning outcomes
◦ Inspire: Coach You, inspirations, right thinking
◦ Define: The Concept, The Theory, The Model
◦ Evaluate: Connect to matters, Put Theory Into Action,
Workable ideas
◦ Act: SMART Goals Setting, Make a difference in the
workplace
THE IDEA

◦ Situational Overview
◦ Profile of a Great Trainer
◦ Jonathan Livingston Seagull by Richard Bach
◦ Departmental Trainers Roles and Responsibilities
◦ Our Deepest Fear. Coach Carter
◦ How Great I AM
◦ Lighthouse Wisdom
◦ 7Habits of Highly Effective People by Stephen Covey
◦ 8th Habit by Stephen Covey
◦ Learning Strategy
INSPIRE

◦ External Assessment
◦ Lack of competent talent of service professionals. If they are highly competent,
they tend to search career opportunities outside region. Even overseas.
◦ Greater career opportunities overseas; hotels, resorts, restaurants, cruise ships,
residences
◦ New hotels and resorts development
◦ Limited availability of global hotel schools
◦ Seasonal business levels; high occupancy in certain months only
◦ Abundance availability of online learning resources; not knowledge era
anymore, but wisdom era.
INSPIRE
Situational Overview
◦ Internal Assessment
◦ Anticipated turn over due to limited working period / PKWT
◦ Aerowisata Hotels and Resorts under Hotel Indonesia Group collaborated with Patra Jasa,
Inna Hotel Group, Pesonna Hotels provide greater career and learning opportunities
◦ Return on Training Investment with focused and themed learning needs to be further
explored.
◦ Online learning is a necessity.
◦ Human Capital Engagement, Innovative, Agent of Change, Brand Ambassador,
competent Human Capital, solid teamwork, Exceeding guest expectations with
personalized services, Increase hotel sales, reduced cost, Get things done, effective
communication, use of available technology resources, better ways newer ways, proactive
service professional & leaders, value-driven team are some of identified key words for
human capital development @ Kila Senggigi Beach Lombok & Pool Villa Club.
◦ In Summary: HUMAN CAPITAL . PRODUCTIVITY . PROFIT
INSPIRE

◦ Recommended Action
◦ Each individual represents
◦ Kila Senggigi Beach Lombok & Pool Villa Club
◦ Aerowisata Hotels & Resorts
◦ Hotel Indonesia Group
◦ Focused and themed strategy and action
◦ Further engage the human capital into achievement of business objectives
◦ Use of available technology resources
◦ Everyone is the sales person and agent of change
◦ Return on Training Investment; Focus onto “The Must-Know” only
◦ Adopt continuous learning principle; Lesson Learned and Make a Difference in
the Workplace
◦ Leaders are coaches; embrace coaching principles
INSPIRE
INSPIRE
Competent Departmental
Trainers are required.

INSPIRE
Profile of a Great Trainer
INSPIRE
◦ Has a great empathy
◦ Consistently uses reward
◦ Has a deep sense of their responsibility
◦ Enjoys their work
◦ Likes People
◦ Feels secured in own abilities and believe
to do better
◦ Has a profound respect for the dignity and
worth of each individual
◦ Accepts others as they are
◦ Is willing to accept or try out new things
and ideas
◦ Has high levels of patience
◦ Recognizes the uniqueness and strengths of
each individual and build upon such
strengths
◦ Is sensitive to the needs, fears, problems and
goals of learners
◦ Reflects on experiences and attempt to
translate them into lessons learned
◦ Is humble and avoids the use of power
◦ Enjoys learning along with others
◦ Continuously expands the range of interest
◦ Is committed to and involved in continuous
learning
Profile of a Great Trainer

INSPIRE
INSPIRE

◦ For Guests
◦ Define the Top 10 Guest Expectations and share them with the Team.
◦ Ensure all departmental members exceed their expectations.
◦ Acknowledge each guest and understand the guest’s behavior; likes and dislikes
◦ For the Kila Senggigi Beach Hotel & Pool Villa Club Lombok
◦ Assist in increase sales and reduce costs
◦ Produce business ideas to ensure growth and sustainability of the company
◦ Translate Business Plan Objectives into tactics for the team to achieve
◦ Live the Brand; Be the Brand Ambassador; Aerowisata Hotels & Resorts and Hotel Indonesia
Group
◦ Create best practices and share with other sister hotels / resorts and within the Hotel
◦ Innovate; better ways, newer ways
INSPIRE
Role & Responsibility of a Trainer
◦ For the Team
◦ Carry out training as defined for each level; Training Passport & Syllabus
◦ Ensure the team in high performing level
◦ Work through team
◦ Facilitate continuous learning in the workplace
◦ Embrace business skill to boost up sales and reduce cost / expenses
◦ For the Individual Team Member
◦ Be a great coach
◦ Encourage self-learning and complete the identified training needs as seen on the Training
Passport & Syllabus
◦ Motivate, mentor and maintain learning momentum.
◦ Inspire LESSONS LEARNED, not judgment or critics
INSPIRE

◦ For the Respective Trainer
◦ Be a Role Model
◦ Self-Learning
◦ Create and Innovate
INSPIRE
INSPIRE
Our Deepest Fear

INSPIRE
How Great I AM
INSPIRE
Lighthouse Wisdom
@3Lighthouses

INSPIRE
INSPIRE

◦ Different stroke for different folk
INSPIRE
Learner Style

INSPIRE
◦ Reflect them onto Tutor’s Notes
INSPIRE

INSPIRE
INSPIRE

INSPIRE
INSPIRE“Create a Story!”

TRAINING CYCLE
1. Plan a training
2. Design a training
3. Market a training
4. Conduct a training
5. Evaluate the training effectiveness
DEFINE
Concept, The Theory, The Model
DEVELOPMENT
Required Skills
Administrative . Business . Communication .
Computer . Coaching . Creative Design . English .
Influence . Mentoring . Presentation . Selling .
Training
Self Help:
www.SLIDESHARE.net
www.GOOGLE.com
www.WIKTIONARY.org
www.YOUTUBE.com
www.WIKIPEDIA.org

◦ Based on careful Training Needs Analysis
◦ Use the TNA worksheet
◦ Feedback from
◦ Guests; tripadvisor.com, booking.com, other online resources
◦ Written guest feedback / questionnaire
◦ Management team
◦ Individual Training Passport
◦ New equipment, facilities, services
◦ Summary findings
◦ Create and design a training plan
◦ Obtain buy-in from the Management Team
DEFINE
Plan a Training
◦ 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
DEFINE
Design a Training

◦ Use Online e-Learning portal available
◦ Restricted the user
◦ Administrator to be appointed
◦ Conventional collaterals are less preferred nowadays; posters, credos, etc
◦ Market Benefits! As also usual selling and marketing efforts – to get the buy-in
◦ Smart teasers
◦ Use images. Remember the effective use of Facebook and Instagram
DEFINE
Market a Training
◦ 5Ps: Prior Planning Prevents Poor Performance
◦ Master the following skills by using slideshare.net or our learning resources
◦ Presentation
◦ Training
◦ Communication
◦ Marketing
◦ Selling
◦ Rehearse before conducting any training sessions
◦ Use the Training Module materials
◦ Tutor’s Notes
◦ PowerPoint presentation
◦ Handouts
◦ Relevant materials @ youtube, google, pinterest, slideshare.net, Wikipedia.org
◦ Training Administration; Training Passport, Course Feedback
DEFINE
Conduct a Training

◦ Summary Course Feedback
◦ Establish Lessons Learned:
◦ Highlight areas to improve
◦ Utilize areas of strengths
◦ Share findings during the Morning Briefing or Monthly Meeting
◦ Lessons Learned
◦ Unattandees
◦ Ways Forward
◦ Coach performance at the workplace
◦ Linked to Performance Development Review
◦ Complete the Training Passport
DEFINE
Evaluate the Training Effectiveness

◦ Type of Human Capital Development
◦ Training Passport & Syllabus
◦ Annual Hotel & Departmental Training Plan
◦ Departmental Operations & Training Manual
◦ Training Incentive Scheme
EVALUATE
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
◦ Pre-Opening Support
EVALUATE
Human Capital Development

◦ Target of Training Syllabus
◦ For Casuals & Trainees
◦ For Associates
◦ For Supervisors
◦ For Managers
◦ For Executives
EVALUATE
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
EVALUATE
Training Plan

◦ Operations Manual Index
◦ Training Manual Index
◦ Refer to existing Aerowisata Hotels & Resorts’
EVALUATE
Departmental Operations & Training Manual
◦ Let’s Design Our Proposal
EVALUATE
Training Incentive Scheme

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

◦ See www.lavenderacademy.wordpress.com
ACT
LAVANDER 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?
ACT
Online Departmental Operations &
Training Manual

◦ LAVENDER Academy in Action
◦ Learning Kiosk / Center / Library
ACT
Learning Legacy
◦ What is the Name?
◦ Your photo
◦ What are the activities?
◦ Who are the facilitators?
◦ Who are the members?
◦ You need a leader.
ACT
Hotel Trainers Club

◦ Reward with non-monetary token through recognitions
◦ Educate trainers directly and indirectly
◦ Facilitate trainers to actively seeking new ways and better ways
◦ Engage in all programs
◦ Empower Hotel Trainers
ACT
Management Support to Hotel Trainers Club
SMART Goals Setting
SMART Goal Tactic / Strategy Timing / PIC
ACT

◦ Follow Up on Learning Outcomes
1. LAVENDER Academy
2. Online Operations and Training Manual
3. Learning Center / Kiosk / Library
4. Hotel Trainers Club (include photos of each trainer)
5. Annual Hotel & Departmental Training Plan
6. Binder of Departmental Operations and Training Manual
7. Training Passport and Syllabus for Trainee, Associates, Supervisors, Managers,
Executives
8. Training Incentive Scheme
◦ Human Capital Development Audit
◦ Hotel Trainers Club in Action
◦ Share findings to ALL Employees
◦ SMART Goals Setting in Action
MOVING FORWARD: WHAT’S NEXT

The Business of Training version 3.0

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