Transcript Slide 1

Introduction
The main factor to produce or establish high quality company depends on the Human Asset
(employee) with strong character. The character within the employee personality can be built
through training process. The purpose of training is focused to the improvement of the
employee by increasing the understanding of POSITIVE MENTAL ATTITUDE. The attitude is
the reflection of one’s spirit as the reaction of what situation is handled by the person. The
positive mental attitude will create action in work. The action repeatedly will create the work
habit. The work habit that is already within the employee attitude is a base to produce the
COMPANY WORKING CULTURE.
Training as the process by which a learner acquires and develops knowledge, skill, and
attitudes that lead to change in behavior in line with established performance goals.
And, to maintain performance standards, improve employee skills and to ultimately increase
results, No matter how professional and proficient internal staff is, after a period they
can become ‘stale’. The same material presented in the same way loses impact. This is
simply because training has to be Motivational as well as informative.
Our L&D principle: HELPING CLIENT…ON BECOMING A LEARNING ORGANIZATION
Our professional high-flyer trainers with international experience are our valuable assets. We
provide our client assistant an end-to-end approach on training from Training Needs
Analysis. Module Development and Customization, Delivery to Evaluations. Our strength is in
development of Hotel and Villa’ Skills Operations services, Leadership & Management Course,
and Establish standards.
ANALYSIS TRAINING NEEDS
The important things before determining what training program to be conducted is to choose
the program itself definitely related to the urgent needs of the company. It is important to
conduct interview with the Department Head/Manager to know what kind of problem is to
be handled and the expectation of target achievement of the training to become maximal.
After conducting the interview, we will do the consultancy with the company director about
the urgent topic to be conducted to solve the problem.
TRAINING IS A LEARNING PROCESS, training cannot be done just one time without any
follow up. Training is continuous process of learning and process to build up the emotional.
Manager/Supervisor can conduct the next training under our supervision (by consultation).
Food & Beverage Service Skills
Food & Beverage is a familiar topic in Hospitality industry, but still, it is a critical
point as it becomes a major point of sales in an industry. People who presenting this
area are important asset to the company and in order to create the winning asset, a
training in Food & Beverage Service Skills become an obligation.
Topic
The Food & Beverage Service Skills programme divided into several topics:
Personal presentation and deportment
Etiquette and Manner
Understanding and anticipating the host / guest’s needs
Menu Terminology
The basic Menu Planning and knowing what and how to make suggestions
Food and Beverage Service
Setting the scene, creating the right atmosphere
Delighting the guest; making the guest feel special with innovative ideas to create the
‘WOW’ factor
• Checking guest satisfaction
• Offering and maintain a superior standard of service
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Benefit
At the end of the program, students will have greater understanding and knowledge of ‘how to’:
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Present themselves in a confidence way and in an appropriate etiquette and manner
Have a good basic knowledge of menu, ingredients and preparation
Serve all meals in the appropriate style
Set the table correctly and appropriately and fold table napkin to impress the guest
Delight the host / guest with innovative ideas to create the ‘WOW’ factor
Check guest satisfaction, understand feedback and implements changes accordingly
Offer and maintain a superior standard of service
Food & Beverage Sales Skills
Sales skills is a must-have-skill for the front liner in hospitality industry in order to achieve
the target in related department. Minor understanding in sales skills will never get you to
the desired goals. People who possess the perfect sales skills will always be a leader in
achieving company’s target and satisfying the costumer. Confidence, good communication
skills and understanding costumer’s need are the basic symptoms of sales-skilled people.
Food and Beverage Department should have these people within the team.
Topic
The Food & Beverage Sales Skills programme divided into several topics:
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Personal presentation and deportment
Etiquette and Manner
Communication skills
Food & Beverage up selling
Understanding and anticipating the host / guest’s needs
Menu Terminology
The basic Menu Planning and knowing what and how to make
suggestions
Benefit
At the end of the program, students will have greater understanding and knowledge of ‘how to’:
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Present themselves in a confidence way and in an appropriate etiquette and manner
Have a good basic knowledge of menu, ingredients and preparation
Mastered the art of communication skills
Identify the guest’s needs and wants
Identify ways to do up selling
Mastered in open the conversation and closed it with sales
Achieved company’s target and guest’s satisfaction
Bartender Skills
Bar need to be discussed specifically as it’s a growing department in an industry. Most of the
sales in Food and Beverage happen in this section and to a profit-oriented industry, a well
management in its bar operation is the topmost issues. Bartender is the front liner in this
section as they are the person in-charge in the bar station. To a company, a well training for
its bartender is a must if they want to maximize the sales in beverages.
Topic
The Bartender Skills programme divided into several topics:
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Personal presentation and deportment
Etiquette and Manners
Bar Station
Utensils and Supplies
Drinks Terminology
Bar service
Up selling
Drinks recommendation
Benefit
At the end of the program, students will have greater understanding and knowledge of ‘how to’:
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Present themselves in a confidence way and in an appropriate etiquette and manner
Operate a bar & conduct 5 star bar service
Give recommendation on beverages that suitable with particular meals and situation
Up selling
Achieved target in company profit & guest satisfaction
Butler Service
Recent hospitality trend demand more personal and detailed service. A service person
can’t possess only one skill in their professional life. Mastered a multi skill is a must for a
service person. With the vast growth of villa in some countries, the service delivered to
the guest has been moved into a higher point and a butler is the only person who can
perform this task well. Personal assistant is one of the honorary titles addressed to this
person. Butler itself starts to show their class as ‘the wonder of personalized service’.
People with great skill in this subject will achieve unbelievable results for themselves, the
company and of course the guest. We can say that these people are designed to meet the
challenge in delivering magnificent service
Topic
The Butler Service programme divided into several topics:
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Personal presentation and deportment
Etiquette and Manner
Deliver ‘true service from the heart’ in all aspect of service
Communication skills
Understanding and anticipating the host / guest’s needs
Code ethic of butler
Butler standard operating procedures
Benefit
At the end of the program, students will have greater understanding and knowledge of ‘how to’:
• Present themselves in a confidence way and in an appropriate etiquette and manner
• Deliver a ‘true service from the heart’ in all aspect of service and create the ‘wow factor’ in
service
• Mastered the art of communication skills
• Identify the guest’s needs and wants
• Implement the standard and code ethic of butler
5 Star Housekeeping Service
Satisfaction is a result of delivering service to the guest. Nowadays, the standard of
satisfaction is getting higher than before. In housekeeping subject matter, an industry who
can deliver a 5 star service sure will win the competition. To deliver 5 star service required
a 5 star people with 5 star skills. These 5 star people not only do their daily routine task
but they bring love and passion into their work.
Topic
The 5 Star Housekeeping Service programme divided into several topics:
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Personal presentation and deportment
Etiquette and Manner
Housekeeping Terminology
Cleaning room and bathroom
Creating a ‘wow’ interior design
Knowledge of towel folding and set up
Providing luxury turndown service
Benefit
At the end of the program, students will have greater understanding and knowledge of ‘how to’:
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Present themselves in a confidence way and in an appropriate etiquette and manner
Conduct a 5 star housekeeping service and create a ‘wow’ factor
Present a luxury interior design with attention to details
Provide a luxury turndown service
5 Star Guest Service
A guest is the most valuable person ever in a hotel or villa and the guest has been an important
part in our work. Without the guest there won’t be any profit or welfare to an industry.
Therefore a 5 star guest service must be performed each time we get in touch with the guest.
Guest satisfaction is the purpose of our business and every point in our task is inspired by it.
Well implementation of 5 star guest service sure will create guest loyalty to our company.
Topic
The 5 Star Guest Service programme divided into several topics:
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Personal presentation and deportment
Etiquette and Manner
Communication skills
Moment of truth
Guest service operation
Understanding and anticipating the host / guest’s needs
Attention to details in service
Deliver ‘true service from the heart’ in all aspect of service
Handling complain
Benefit
At the end of the program, students will have greater understanding and knowledge of ‘how to’:
Present themselves in a confidence way and in an appropriate etiquette and manner
Mastered the art of communication skills
Create a perfect moment of truth in all aspect of service, each and every time
Perform 5 star guest service operation
Identify the guest’s needs and wants
Perform an attention-to-details service
Deliver a ‘true service from the heart’ in all aspect of service and create the ‘wow factor’ in
service
• Handle guest complain with win-win solution
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Personality Plus
Personality is an inseparable part of oneself. In service, personality plays an important part
and it decided whether a service is succeeds or fails in its implementation. People who
possess good personality will find no barrier in pleasing the guest. However, the recent
condition, require not only people with good personality but people with ‘personality plus’.
People with such qualities will perform well in each and every aspect of service. Personality
plus can’t be gained in one night. It is a process and this process is learnable. Become a
valuable person with personality plus is the greatest strength a person may possess.
Topic
The Personality Plus programme divided into several topics:
• Personal presentation and deportment
• Personality Plus
• Communication skills
• Mindset plus
• Inner beauty
• Performance Plus
Benefit
At the end of the program, students will have greater understanding and knowledge of ‘how to’:
• Present themselves in a confidence way and in an appropriate etiquette and manner
• Posses first-rate appearance
• Mastered the art of communication skills
• Possess winning mindset and be a charismatic person
• Build and posses prominent inner beauty
• Build and possess winning performance
Supervisory Skills
Supervisor is a critical position within the organization as he connects the low level
management and top level management. Mostly any information from top level
management will goes through supervisor before it informed to his subordinate. Sometimes
a supervisor also assigned to conduct training and counseling to his subordinate. A well
perform supervisor will be a great asset to the management.
Topic
The Supervisory Skills programme divided into several topics:
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Personal presentation and deportment
Qualifications of Supervisor
Functions of Supervisor
Communication skills
Supervisory skills
Team Building
Benefit
At the end of the program, students will have greater understanding and knowledge of ‘how to’:
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Present themselves in a confidence way and in an appropriate etiquette and manner
Perform the task based on his qualification and functions
Mastered the art of communication skills
Delegate work and information to his subordinate
Manage training and counseling
Train the Trainer
Training hold significant role within a company. Effective training will benefit much to the
escalation of employee’s performance. A trainer who in charge in this subject matter should
mastered skills related with training which will help him to perform the task well. He should
be able to analyze the training needs and decide what type of training should be done and
also he should be able to present the training in a creative and inspiring way. A trainer must
keep learning to develop his methods or skills in training management as the training itself
is a sustainable process
Topic
Train the Trainer programme divided into several topics:
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Understanding the learning process of people
Training need analysis
Setting training objectives
Plan and prepare training materials and facilities
Use effective training techniques in delivering training to the staff
Communication skill
Measure the training effectiveness
Benefit
At the end of the program, students will have greater understanding and knowledge of ‘how to’:
• Understand the learning process of people according to age, education background, type of
audience in order to design the appropriate training method.
• Analyze the training need and setting the objective for each training
• Deliver training in a creative and inspiring way
• Mastered the art of communication skills
• Measure the effectiveness of conducted training
Leadership Power
Leadership is a qualification that need to be possess by everyone, either you are a staff,
supervisor or manager, you should posses this skill. Leadership is not a gift. It is a learnable
skill and if you have the desire and willpower, you can become an effective leader. Great
leaders develop through a never ending process of self-study, education, training, and
experiences. The leadership power do not come naturally, but are acquired through continual
work and study. Great leaders are continually working and studying to improve their
leadership power.
Topic
The Leadership Power programme divided into several topics:
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What it takes to be a leader
Principles of Leadership
Leader and Manager – The Difference
Coaching to improve performance
Delegation
Empowerment
Benefit
At the end of the program, students will have greater understanding and knowledge of ‘how to’:
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State the basic principles of leadership
Understand the difference between leadership and manager
State when, you would use coaching and who you would coach also state the benefit of it
Define delegation and empowerment and explain the differences between them
List the benefit of both delegation and empowerment
Effective Communication Skills
People mostly spend 50 % of their active-time to communicate with others. Some of these
communication activities result in failure while the other succeeds. It is really important
that your communication activity is effective and ‘as clear as a crystal’ because the success of
your life depends by the success of your communication with other. Highly effective and
success people are the one who mastered the art of effective communication skill.
Topic
The Effective Communication Skills programme divided into several topics:
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Basic understanding of communication
Communication barrier
Body language
Two ways communication – the art of take and give
The art of listening
Succeed and effective in communication
Benefit
At the end of the program, students will have greater understanding and knowledge of ‘how to’:
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Define communication and having basic understanding in communication
Deal with communication barrier
Maximize body language in communication
Be a good listener in order to collect information and shows our respect to others
Succeed and be effective in communication
English for Hotel and Villa Employees
Hotels and Villas are increasingly recognizing the importance of all their staff having
good English skills so the guests receive courteous and efficient service at every stage of
their stay. This course ensures employees do their jobs more effectively by improving
their communication skills in English. The focus of the training is on general English,
department-specific vocabulary, customer service, and general hotel etiquette.
Topic
The English for Hotel and Villa Employees programme divided into several topics:
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Correct pronunciation
Costumer Service English
Phraseology, Terminology and Vocabulary relating to the hospitality industry
Listening & Speaking skills
Reading & Writing Skills
Questions forms and word order
Numbers and figures
Benefit
At the end of the program, students will have greater understanding and knowledge of ‘how to’:
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Improve speaking skills
Improve listening comprehension
Develop reading and writing skills
Learn and practice ways of speaking in different work situations
Learn and practice ways of holding conversations with English-speaking clients.
Display good customer-service skills
Increase their knowledge of hospitality industry phraseology, terminology and vocabulary
Venue and Logistic
Venue Location
The training will take place at the premises of the client and we will send an instructor to
present the training. Or you can send your staff to attend the course in our learning center in
Denpasar.
The client should provide a suitable room for the training, equipped with table and chairs for
each participant if the course at your own place.
Schedule of training
The course will be tailored to your exact requirements. We can schedule training for days,
evenings, or weekends to meet your needs.
Materials & Logistic
The following training supports will be provided by A+PLUS;
• Participants’ workbook, handouts, fun prize.
• LCD projector and screen , Flip cart
• Participants Certificate of Attendance
Fees
Please contact us for a full written quotation and get special promotion prices
Trainer Profile
Syamsudin Abbi
Syamsudin Abbi has over 16 years of experience in the hospitality industry in Jakarta,
Bali, Malaysia, & China, where he held management positions in the Operational Divisions,
Quality Management, and Training. His experiences include development and execution of
processes improvements to maximize employee productivity, organizational restructuring,
recruitments, workflow and process analysis, workshop facilitation, training modules
developments and the development of competency-based job descriptions. He has worked
for internationally acclaimed Hotel & Resort such as the InterContinental Hotels & Resorts,
Dharmawangsa Rosewood, Century International, Accor International, Daiichi
international, Alila Hotel & Resort, Puri Wulandari, The Viceroy Bali, Banyan tree China,
Prestige Bali. His passion to training and developments lead him to carry a vision to enrich
the nation’s human resources quality through fun and passionate educational and growth
programs and developments.
Martin P. Gultom has over 16 years of experiences in the Hospitality Industry, where he
held management position in the Director of Sales, Operation Manager and Training
Manager for hotel. He has worked for international companies such as: Jakarta Hilton
International, Boulevard Park Plaza Hotel, Batam View Beach Resort and Alila Jakarta. His
Passion in the Hospitality Industry also Learning & Development leads him to carrying a
vision to enrich the quality of education where he became a lecturer and professional
trainer for some hotel schools and academies such as: Politeknik Batam and Graha Wisata
School Batam.
Martin P. Gultom, SST.Par
I Gede Dhony Wahyu Pasupati carry with his an extensive experience of more than 11
years in the field of Food & Beverage. His innate passion for food & Beverage has gained
his positions such as Food & Beverage Manager in Ocean Blue Hotel Bali. In between his
busy schedules, he also has dedicated his time to contribute in the growing and
development of the tourism industry sectors for Bali through his involvements in Training
in some hotel and villas. His exclusive portfolio includes working for international
companies such as the Ritz Carlton Bali, Grand Hyatt Bali, Oberoi Lombok, Four Season
Bali, Puri Wulandari and Gending Kedis Group.
Dhony W. Pasupati
Trainer Profile
M Budi Agung has background of hospitality industry both Local and International,
posses’ experience of Management level position in chain Hotel such as; Grand Hyatt Bali,
Shangri-La Singapore, The Ritz Carlton Bali, Pelangi Group, Interpan Pasific Future and
hold service plus certification and winning several International Service Certification. He
enjoys giving training in-depth tutoring and mentoring towards really understanding the
guests and their needs. This is done in his unique style that has seen proud to say they
have been trained by him.
M Budi Agung
I Gusti Putu Bagus Sasrawan Mananda has over 13 years of experience in the hospitality
industry in the field of Front Office management. He has worked for internationally
acclaimed hotel and resort such as The Grand Hyatt Hotel, The Ritz Carlton, Como
Shambhala Estate, Harris Kuta, Villa Sekar Nusa, The Viceroy and The Mansion Resort &
Spa. His passion to training and developments lead him to become Udayana lecturer from
2005, he had been trained by Prof Thomas Toon (Head of English professor at Michigan
University, USA) for an advance English at tourism and TESOL course at Udayana
University.
Bagus Mananda
I Made Budiutama has experiences in hospitality industry, in both hotels and tourism
meeting planner. He enjoys working in Human Resources area as his interest are in people,
organization and Learning & Development. Numerous training modules and ideas in
developing people comes from him through his growing passion and vision in
development. Motivation, communication and personality are his favourite subjects
because he believe a highly effective and success people are the one who possess great
motivation, effective communication and charming personality.
Budiutama
Many Thanks to Partners…
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Ritz Carlton Resort & Spa Jimbaran
The Viceroy Ubud Resort & Spa
Karma Group Jimbaran
Puri Wulandari Ubud Resort & Spa
Villa Montana Payangan
Ibah Ubud Resort & Spa
Harris Kuta Resort
Villa Des Indes Seminyak
Villa Ramadewa Seminyak
Villa Sembilan Seminyak
Villa Wibisana Seminyak
Villa Shinta Dewi Seminyak
Villa Jemma Seminyak
Villa Lakshmi Seminyak
Villa Asta Petitenget
Villa Canggu
The Arsana Estate Tabanan
Villa Windu Sari Petitenget
Villa Asante Canggu
The Villa at Echo Beach Canggu
Villa Sakti Petitenget
Villa Saba Canggu
The Purist Villa & Spa Ubud
Villa Batavia Seminyak
Villa Aliya Seminyak
Villa Dea Canggu
Villa Infinity Bali Canggu
Alam Kul – Kul Resort & Spa Kuta
“SET POSITIVE THINKING ON YOUR MIND”
Training is a never ending process and it growth in line with the company‘s development.
No matter how big or how great a company is, training will always have their place within
a company.
Gateway to enrichment, abc aims at providing a
The catalogue
hasof
been
designed to cope your
training needs and we believe that they
series
client-focused,
tailor-made
will answer your necessity.
training modules to answer the appropriate needs of
each individual client. The above
proposal has been designed after careful
discussion(s) with representative(s) of your
company
and we trust
they
will answer your
Thanks
for that
your
business
quality needs.
Thank you for requesting our proposal, we look
forward to delivering it to you.
We look forward to present it to you.