This document provides an overview of a brand contact course for employees of the Chanti Semarang hotel. The course objectives are to understand roles and responsibilities, learn lessons from the book "The Secret" on personal effectiveness, understand different types of guest encounters, and ensure guest expectations are met or exceeded. Key topics covered include effective communication, guest expectations, examples of favorable and unfavorable guest encounters, and a promise by employees to create positive experiences and represent the hotel brand.

1. BRAND CONTACT
You Ar e Chant i Semar ang!

2. Cour se Cont ent
Food f or ThoughtFood f or Thought
Cour se Obj ect i veCour se Obj ect i ve
Why You Ar e Her eWhy You Ar e Her e
The Secr etThe Secr et
by Rhonda Byr neby Rhonda Byr ne
Speak t he SameSpeak t he Same
LanguageLanguage
Per cept i on i s r eal i t yPer cept i on i s r eal i t y
Ef f ect i veEf f ect i ve
Communi cat i onCommuni cat i on
Guest Encount er sGuest Encount er s
Guest Expect at i onsGuest Expect at i ons
Your Pr omi seYour Pr omi se

3. Food f or Thought
I t t akes mont hs t o get new cust omer s.I t t akes mont hs t o get new cust omer s.
I t t akes seconds t o l oose t hem.I t t akes seconds t o l oose t hem.

4. Cour se Obj ect i ve
Under st and your r ol es andUnder st and your r ol es and
r esponsi bi l i t i es.r esponsi bi l i t i es.
Col l ect l essons l ear ned f r om The Secr etCol l ect l essons l ear ned f r om The Secr et
by Rhonda Byr ne vi deo and appl y t hem atby Rhonda Byr ne vi deo and appl y t hem at
t he wor kpl ace.t he wor kpl ace.
Under st and t ype of Guest Encount er s andUnder st and t ype of Guest Encount er s and
deal wi t h each of encount erdeal wi t h each of encount er
pr oact i vel y.pr oact i vel y.

5. Why You Ar e Her e!
What makes t hem GREAT?What makes t hem GREAT?

6. Why You Ar e Her e!
Gr oup Exer ci ses:Gr oup Exer ci ses:
For t he OwnerFor t he Owner
For t he Cust omerFor t he Cust omer
For Tent r em Hot el Management I ndonesi aFor Tent r em Hot el Management I ndonesi a
For t he Chant i Semar angFor t he Chant i Semar ang
For YOUFor YOU

7. The Secr et
By Rhonda Byr neBy Rhonda Byr ne
Phenomenal and mot i vat i onal vi deo onPhenomenal and mot i vat i onal vi deo on
per sonal ef f ect i venessper sonal ef f ect i veness
Col l ect l essons l ear ned and pr esent t oCol l ect l essons l ear ned and pr esent t o
t he ot her gr oupst he ot her gr oups

8. Speak t he Same Language
• Ser vi ceSer vi ce; r el evant t o an act of bei ng of; r el evant t o an act of bei ng of
assi st ance t o al l t ype of guest s.assi st ance t o al l t ype of guest s.
• Ser vi ce Excel l entSer vi ce Excel l ent ; r el evant t o an act of bei ng; r el evant t o an act of bei ng
of assi st ance t o al l t ype of guest s wi t h t heof assi st ance t o al l t ype of guest s wi t h t he
hi ghest qual i t y.hi ghest qual i t y.
• Assi st anceAssi st ance; r el evant t o assi st ances as f ound on; r el evant t o assi st ances as f ound on
Hot el Guest Di r ect or y pr ovi ded i n each guestHot el Guest Di r ect or y pr ovi ded i n each guest
r oom.r oom.
• Or derOr der ; r el evant t o guest or der s of f ood,; r el evant t o guest or der s of f ood,
bever age, past r y, hot el packages, hot el i t emsbever age, past r y, hot el packages, hot el i t ems

9. Speak t he Same Language
• Guest Expect at i onGuest Expect at i on; r el evant t o guest ’ s needs; r el evant t o guest ’ s needs
and want s usi ng ser vi ces and pr oduct s of f er edand want s usi ng ser vi ces and pr oduct s of f er ed
by t he Chant i Semar ang.by t he Chant i Semar ang.
• Exceed Guest Expect at i onExceed Guest Expect at i on; r el evant t o; r el evant t o
sat i sf yi ng guest ’ s needs and want s beyond t hei rsat i sf yi ng guest ’ s needs and want s beyond t hei r
expect at i on.expect at i on.
• Ser vi ce Sequence;Ser vi ce Sequence; r el evant t o l ogi cal sequencer el evant t o l ogi cal sequence
i n pr ovi di ng ser vi ce t o our guest ; st ep by st epi n pr ovi di ng ser vi ce t o our guest ; st ep by st ep
ser vi ce pr ocessser vi ce pr ocess

10. Speak t he Same Language
• Ser vi ce St andar d;Ser vi ce St andar d; r el evant t o accept ed andr el evant t o accept ed and
agr eeabl e r ange of si ze, amount , qual i t y, t i me,agr eeabl e r ange of si ze, amount , qual i t y, t i me,
aut hor i t yaut hor i t y
• Pr i ce:Pr i ce: r el evant t o val ue, wor t h, t he cost of anr el evant t o val ue, wor t h, t he cost of an
act i on, t he cost r equi r ed t o gai n possessi on ofact i on, t he cost r equi r ed t o gai n possessi on of
somet hi ng.somet hi ng.
• Guest Sat i sf act i on;Guest Sat i sf act i on; r el evant t o a f ul f i l l mentr el evant t o a f ul f i l l ment
of a need or wantof a need or want

11. The Power of
Per cept i on
Exampl es of Per cept i onExampl es of Per cept i on
Per cept i on i s r eal i t y.Per cept i on i s r eal i t y.
Ask, not assume!Ask, not assume!

12. The Power of
Per cept i on
Q. Whi ch t r ee i s t he t al l est ?

13. The Power of
Per cept i on
Q. What do you see?

14. The Power of
Per cept i on
Q. What do you see?

15. The Power of
Per cept i on
Q. What do you see?
A BI RD
I N THE
THE BUSH

16. The Power of
Per cept i on
Lesson Learned
 Per cept i on i s r eal i t y.
 You see onl y what you want t o see.
 Peopl e wi l l i nt er pr et t hi ngs i n di f f er ent
ways.

17. Ef f ect i ve
Communi cat i on
Communi cat e your message, not yourCommuni cat e your message, not your
f eel i ng.f eel i ng.
Use si mpl e wor ds.Use si mpl e wor ds.
Pol i t e and r emember you ar e ar e onPol i t e and r emember you ar e ar e on
st age.st age.
Per sonal del i ver y i s your per sonalPer sonal del i ver y i s your per sonal
pr esent at i on; YOUpr esent at i on; YOU

18. Guest Encount er
Guest Encount erGuest Encount er ; r el evant t o al l; r el evant t o al l
deal i ngs or cont act s wi t h guest s t hatdeal i ngs or cont act s wi t h guest s t hat
cr eat e f avor abl e and unf avor abl ecr eat e f avor abl e and unf avor abl e
i mpr essi on about t he Chant i Semar ang asi mpr essi on about t he Chant i Semar ang as
a br and.a br and.

19. Guest Encount er

20. Guest Encount er
Food, Beverage
& Past ry Order:
Maxi mum of 15
mi nut es, or
speci f y
ot her wi se!
* * * For act ual t i mi ng f or

21. Guest Encount er
Requi red
Assi st ances or
Servi ces:
Maxi mum of 3
mi nut es, or
speci f y

22. Guest Encount er
Favor abl e Encount er sFavor abl e Encount er s
Unf avor abl e Encount er sUnf avor abl e Encount er s
Gr oup Exer ci ses;Gr oup Exer ci ses;
Hot el Oper at i ons Revi ewHot el Oper at i ons Revi ew

23. OUR GUEST FACI LI TI ES
Chant i Semar ang

24. Top 10 Guest
Expect at i on
Pr ompt , Accur at ePr ompt , Accur at e
Reser vat i onsReser vat i ons &&
Check I n/ OutCheck I n/ Out
Fr i endl y, War mFr i endl y, War m
Wel comeWel come
Cl ean, Comf or t abl eCl ean, Comf or t abl e
RoomsRooms
Consi st entConsi st ent
Recogni t i onRecogni t i on
Per sonal At t ent i onPer sonal At t ent i on
Ef f i ci entEf f i ci ent
Communi cat i onsCommuni cat i ons
Speci al i zed GuestSpeci al i zed Guest
Faci l i t i esFaci l i t i es
Except i onal Rest aur ant sExcept i onal Rest aur ant s
andand Kar aoke (Kar aoke ( Bar sBar s ))
Memor abl e, Cr eat i veMemor abl e, Cr eat i ve
Speci al Event sSpeci al Event s
Personabl ePersonabl e,,
Prof essi onalProf essi onal andand
Compet ent Chant iCompet ent Chant i

25. Your Pr omi se
You wi l l cr eat e f avor abl e guestYou wi l l cr eat e f avor abl e guest
encount er at al l t i mes.encount er at al l t i mes.
You wi l l meet and even exceed guestYou wi l l meet and even exceed guest
expect at i ons.expect at i ons.
You ar e Chant i Semar ang! Your r epr esentYou ar e Chant i Semar ang! Your r epr esent
and l i ve t he br and.and l i ve t he br and.

26. Any Quest i ons?