Management Team & Hotel Trainers Workshop to create professional legacy for Grand Mahkota Hotel Pontianak managed by Clay Hotels & Resorts facilitated by 3Lighthouses.
1. Strategic Meeting
Strive for Service Excellence:
From Effectiveness to Greatness
Grand Mahkota Hotel Pontianak
July 17th, 2018
Because Right Thinking Creates Brightest Future
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Training Module Design
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
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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
Training Module Design
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03. Leadership Series Authentic Leadership
1. Introduction to Leadership
2. Authentic Leadership
3. Strategic Leadership
Training Module Design
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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
Training Module Design
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05. Management Series Managing Our People
1. Managing Our People
2. Negotiation Skill
3. Strategic Management
4. Business Plan Design
5. Advance SMART Selling
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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
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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
21. ◦ Type of Human Capital Development
◦ Training Passport & Syllabus
◦ Annual Hotel & Departmental Training Plan
◦ Departmental Operations & Training Manual
◦ Training Incentive Scheme
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Connect to matters, Put Theory into
Action, Workable Ideas
22. ◦ 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
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Human Capital Development
23. ◦ Target of Training Syllabus
◦ For Casuals & Trainees
◦ For Associates
◦ For Supervisors
◦ For Managers
◦ For Executives
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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
24. ◦ 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
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Training Plan
25. ◦ Operations Manual Index
◦ Training Manual Index
◦ Refer to existing Clay Hotels & Resorts or Grand Mahkota Hotel Pontianak
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Departmental Operations & Training Manual
27. ◦ 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
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Make a difference in the workplace
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CLAY Academy
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◦ 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?
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Online Departmental Operations &
Training Manual
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Departmental Operations & Training Manual
32. ◦ Your photo
◦ What are the activities?
◦ Who are the facilitators?
◦ Who are the members?
◦ You need a leader.
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Hotel Trainers Club
33. ◦ 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
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Management Support to Hotel Trainers Club
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Annual Human Development Plan
35. SMART Goals Setting
SMART Goal Tactic / Strategy Timing / PIC
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36.
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REMEMBER
Lighthouse Wisdom
@3Lighthouses