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Training Action Plan (TAP)

Swiss-Belresort Dago Bandung


Bandung, West Java, Indonesia
January 8 – 25, 2019

“Our responsibility to guests lies in our delivery of great customer service”


Tanggungjawab kita terhadap tamu targantung pada pemberian pelayanan tamu yg
memuaskan.
HUMAN RESOURCES AND LEARNING DEVELOPMENT
Training Modules: MANAGERS AND SUPERVISORS
1. Train The Trainer (Theory)
2. Train The Trainer (Practical)
3. 2019 Yearly Skills Training Calendar Workshop:
a) Training Calendar for 2019
b) Monthly Training Action Plan (MTAP)
c) Trainee Training Action Plan (TTAP)
d) Weekly / Monthly / Yearly Training Achievement Reports
4. SBI Manager on Duty (MOD)
5. SBI Performance Appraisal and Key Performance Indicator (KPI) Training
6. Social Media and its Proper use

ALL EMPLOYEES – 2 GROUPS


7. SBI RED TRAINING: Induction and Orientation for New Employee
8. KNOW YOUR HOTEL:
9. SBI TEAMWORK & PROACTIVE BEHAVIOUR TRAINING
10. SBI OUR PRIORITY IS YOU (OPIY) – Theory
11. SBI OUR PRIORITY IS YOU (OPIY) – Practice
12. SBI RED BOOK (7 Senses Our Essence)
13. SBI THANK YOU

HR MANAGER AND TEAM


Human Resources & Learning Development (HRLD) Audit

Participating Hotel: Swiss-Belresort Dago Bandung

Date Covered: January 8 – 25, 2019


Location: Bandung, West Java, Indonesia

Number of Staff per


TRAINER /
DATE TIME TRAINING PROGRAMME group /
AUDITOR
Target Audience
Day 11 - Saturday Day 11 – Jan. 19 HUMAN RESOURCES AND LEARNING DEVELOPMENT AUDIT
(January 19, 2019) (HRLD)
HRLD Team David
9:00AM onwards
8 hours (maximum) A) HRLD AUDIT OBJECTIVE:
A.1 To review the performance of the Hotel Human
Resources & Training Department and its relative activities in
order to assess the effectiveness and
implementation of the various standard
operation policies and procedures to realise
the Hotel goals.
A.2 To suggest, recommend, measures and
corrective steps to rectify the shortcoming and mistakes if
any, for future guidance and advice for effective

Training Program Action Plan (TAP) – Swiss-Belresort Dago Bandung 2


performance of the work of the Human
Resources Department.
A.3 To evaluate the job organizational charts of all
departments whether they have been implemented based on
Swiss- Belhotel International directives and
guidelines for effective manning and l abour
cost management in every department of the Hotel.
Day 2 – Day 3 –Jan. 9 GROUP 1
1.0 SBI RED TRAINING: Induction & Orientation 35 participants -
Wednesday 9:00 – 6:00 PM ALL Employees (mixed)
KNOW YOUR HOTEL
David
SBI GROOMING AND PERSONAL HYGIENE
STANDARDS

Day 3 – Day 3 –Jan. 10 GROUP 2


1.0 SBI RED TRAINING: Induction & 35 participants -
Thursday 9:00 – 6:00 PM Orientation ALL Employees (mixed)

KNOW YOUR HOTEL David


SBI GROOMING AND PERSONAL HYGIENE
STANDARDS

16 hours 1.1 TRAINING OBJECTIVE:


ALL employees, that is:
A) To ensure that everyone understands the culture of Swiss-
Belhotel International, its Passion and Professionalism™
B) A clear understanding on their responsibilities as Team members
of Swiss-Belhotel International and Swiss-Belresort Dago,
Bandung.
C) To make sure all SBI Team Members follow the established
Grooming and Personal Hygiene Standards

1.1 CONTENTS
1.1.1 Introduction
1.1.2 SBI History:
1.1.2.1 The Founder
1.1.2.2 The Humbel beginnings of SBI
1.1.2.3 The Present
1.1.3 SBI Philosophy, Vision, Mission & 10 Commitments
1.1.4 SBI Development Through The years
1.1.5 SBI Presence around the Globe
1.1.6 Who’s Who in Swiss-Belresort Dago Bandung
1.1.7 The Owning company
1.1.8 What is Grooming?
1.1.9 What is Personal Hygiene
1.1.10 The SBI Grooming and Personal Hygiene
Standards

Day 4 – Day 4 –Jan. 11 2.0 TRAIN THE TRAINER 25 participants -


Friday 9:00 – 6:00 PM Theory Session ALL DHs
David
ALL ADHs
SPVs
8 hours 2.1 TRAINING OBJECTIVE:
A) To ensure all Department Heads (DHs), Asst. Department Heads
(ADHs) and Supervisors (SPVs) are certified trainers of Swiss-
Belhotel International prior to conducting training in their
respective departments

Training Program Action Plan (TAP) – Swiss-Belresort Dago Bandung 3


2.1.1 CONTENTS
2.1.1.1 What is Training
2.1.1.2 Benefits of training to:
A) Management
B) Employees
C) Trainers
2.1.1.3 The Learning Process
2.1.1.4 Systematic Approach in Conducting a Training session
2.1.1.5 the ABC Structure of the Training session
A) Attention Structure
B) Breakdown Structure
C) Check Structure
2.1.1.6 Summary and link Forward
Day 6 – Day 6 – Jan. 14 GROUP 1
3.0 TEAMWORK & PROACTIVE BEHAVIOUR 35 participants -
Monday 9:00 – 1:00 PM ALL Employees (mixed) David

Day 6 – Day 6 –Jan. 14 GROUP 2


3.0 TEAMWORK & PROACTIVE BEHAVIOUR 35 participants -
Monday 2:00 – 6:00 PM ALL Employees (mixed) David

8 hours 3.1 TRAINING OBJECTIVE:


TO ENSURE ALL employees:
A) Understands their role how to work as a team, how to be effective
and productive members of his/her team;
B) Have clear understanding of Proactive Behaviour and its
importance in the success of the hotel and ensure that everyone
work as ONE TEAM and FAMILY.

3.1 CONTENTS
3.1.1 Introduction
Participants will be divided into groups and are given
old magazines, newspapers, and other printed materials – to make
a collage of photos, news, etc. that describe their commitment to Swiss-
Belresort Dago Bandung and Swiss-Belhotel International
3.1.2 Big Group Sharing: Each group shares their own
commitment as a team member and their team commitment to ensure
the success of Swiss-Belresort Dago Bandung and Swiss-
Belhotel International
3.1.3 The Story of the Geese
3.1.4 What is Teamwork
3.1.5 FIVE (5) Lessons on teamwork
*Groups will be divided in 5 small groups
3.1.6 What is Proactive Behaviour?
3.1.7 Review and written test
Day 15 – Day 15 – Jan. 24 4.0 TRAIN THE TRAINER 25 participants -
Thursday 9:00 – 6:00 PM Practical Session ALL DHs
ALL ADHs David
Day 16 – Day 16 – Jan. 25 SPVs
Friday 9:00 – 6:00 PM
16 hours 4.1 TRAINING OBJECTIVE:
A) To ensure all Department Heads (DHs), Asst. Department Heads
(ADHs) and Supervisors (SPVs) are certified trainers of Swiss-
Belhotel International prior to conducting training in their
respective departments

Training Program Action Plan (TAP) – Swiss-Belresort Dago Bandung 4


4.1.1 CONTENTS
4.1.1.1 What is Training
4.1.1.2 Benefits of training to:
A) Management
B) Employees
C) Trainers
4.1.1.3 The Learning Process
4.1.1.4 Systematic Approach in Conducting a Training session
4.1.1.5 the ABC Structure of the Training session
A) Attention Structure
B) Breakdown Structure
C) Check Structure
4.1.1.6 Summary and link Forward
4.1.1.7 Practical Session Preparation
Day 7- Day 7 – Jan. 15 5.0 OUR PRIORITY IS YOU – GROUP ONE GROUP 1
Tuesday 9:00 – 1:00 PM (Theory Session) 35 participants -
ALL Employees (mixed)

Day 8 – Day 8 –Jan. 16


David
Wednesday 9:00 – 1:00 PM

Day 9 – Day 9 –Jan. 17


Thursday 9:00 – 1:00 PM

Day 13 – 5.0 OUR PRIORITY IS YOU – GROUP ONE GROUP 1


Day 13 – Jan. 22
(Practical Session) 35 participants - David
Thursday 9:00 – 1:00 PM
ALL Employees (mixed)
16 Hours 5.1 TRAINING OBJECTIVE:
To Improve Guest Experience, that is:
A) To ensure all SBI Employees understand SBI Passion and
Professionalism™
B) To ensure all SBI Employees understand and do the SBI
Standards on Excellent Guest Service

5.2 CONTENTS
5.2.1 Greeting the Guest
5.2.2 Offering service
- Body Language and Bad Habits
5.2.3 Confirming and Checking Guest Request
5.2.4 Handling TIPS
5.2.5 Apologising and the SBI Golden Rules on Handling
Guest Complaints
5.2.6 Guest Room Behaviour
5.2.7 Thanking the Guest
5.2.8 Saying Goodbye
5.2.9 Written & Practical test
Day 7- Day 7 – Jan. 15 5.0 OUR PRIORITY IS YOU – GROUP TWO GROUP 2
Tuesday 2:00 – 6:00 PM (Theory Session) 35 participants -
ALL Employees (mixed)

Day 8 – Day 8 –Jan. 16


David
Wednesday 2:00 – 6:00 PM

Day 9 – Day 9 –Jan. 17


Thursday 2:00 – 6:00 PM

Training Program Action Plan (TAP) – Swiss-Belresort Dago Bandung 5


Day 13 – 5.0 OUR PRIORITY IS YOU – GROUP TWO GROUP 2
Day 13 – Jan. 22
(Practical Session) 35 participants - David
Thursday 2:00 – 6:00 PM
ALL Employees (mixed)
16 Hours 5.1 TRAINING OBJECTIVE:
To Improve Guest Experience, that is:
A) To ensure all SBI Employees understand SBI Passion and
Professionalism™
B) To ensure all SBI Employees understand and do the SBI
Standards on Excellent Guest Service

5.2 CONTENTS
5.2.1 Greeting the Guest
5.2.2 Offering service
- Body Language and Bad Habits
5.2.3 Confirming and Checking Guest Request
5.2.4 Handling TIPS
5.2.5 Apologising and the SBI Golden Rules on Handling
Guest Complaints
5.2.6 Guest Room Behaviour
5.2.7 Thanking the Guest
5.2.8 Saying Goodbye
5.2.9 Written & Practical test
Day 10 – Day 10 –Jan. 18 6.0 SBI MANAGER ON DUTY 25 participants -
Friday 9:00 – 6:00 PM 7.0 SBI PERFORMANCE APPRAISAL & KEY ALL DHs
PERFORMANCE INDICATOR (KPI) ALL ADHs David
8.0 SOCIAL MEDIA AND SBI POLICIES & SPVs
PROCEDURES
TRAINING OBJECTIVE:
61. To ensure all Department Heads (DHs) and Assistant
Department heads (ADHs) who will do MOD understand
correctly the SBI policies and procedures on how to do MOD
and make sure deliver them with Passion and
Professionalsim™
7.1 To ensure all Department Heads (DHs) and Assistant
Department heads (ADHs) understand and do the
Performance Appraisal correctly; identify their KPIs
correctly and deliver them with excellent results
8.1 To make all Department Heads (DHs) and Assistant
Department heads (ADHs) understand the proper use of
Social media and use of mobile phones while on duty.

CONTENTS
6.2.1 Introduction on SBI Manager on Duty (MOD)
6.2.2 SBI MOD: Scope and Responsibilities
6.2.3 SBI MOD: the Pros and the Cons
7.2.1 What is Performance Appraisal
7.2.2 What are the SBI STEPS in doing Performance
Appraisal
7.2.3 What is KPI?
7.2.4 KPI, Performance Appraisal and its Importance in
achieveing Hotel Business Objectives
7.2.5 What is SMART and it’s relationship to KPI
8.2.1 What is Social Media?
8.2.2 The Use of Mobile Phones while on Duty and its effect
on Employees Productivity
8.2.3 Written & Practical test

Training Program Action Plan (TAP) – Swiss-Belresort Dago Bandung 6


Day 12 – Monday Day 12 –Jan. 21 9.0 SBI RED BOOK 7 Senses Our Essence GROUP 1
9:00 – 1:00 PM GROUP ONE (1) 35 participants - David
ALL Employees (mixed)

Day 12 – Monday Day 12 –Jan. 21 9.0 SBI RED BOOK 7 Senses Our Essence GROUP 2
2:00 – 6:00 PM GROUP TWO (2) 35 participants - David
ALL Employees (mixed)

8 hours 9.1 TRAINING OBJECTIVE:


To Ensure all employees understand clearly the SBI
culture, it’s Passion and Professionalism™ and lead their respective
teams by example through the SBI RED BOOK 7 Senses
Our Essence

9.2 CONTENTS
9.2.1 Introduction
9.2.2 The Logo and the SBI 3 Pillars (Review)
9.2.3 The Framework
9.2.4 Understanding The SEVEN Senses – Our Essence
through Good Sense, Common Sense and Non-Sense
9.2.4.1 Quality and Values
9.2.4.2 Hospitality and Care
9.2.4.3 Simplicity and Special Touches
9.2.4.4 Discretion and Privacy
9.2.4.5 Safety and Security
9.2.4.6 Wellness and Rejuvenation
9.2.4.7 Efficiency and Detail
9.2.5 Break-up session: 6 small groups to discuss each H-S-
D-S-W-E and BIG Group Sharing follows
9.2.6 Individual Homework activity
9.2.7 Review and Conclusion
Day 5 – Day 5 –Jan. 12 10.0 2019 TRAINING CALENDAR WORKSHOP: 25 participants -
Saturday 9:00 – 1:00 PM A) 2019 Training Calendar of SRDA ALL DHs
B) Weekly, Monthly and Yearly Training ALL ADHs
Achievement Reports
David
SPVs
C) Monthly Training Action Plan (MTAP)
D) Trainee Training Action Plan (TTAP)
4 hours 10.1 TRAINING OBJECTIVE:
A) To make sure all SBI managed properties have the
Yearly Skills Training Calendar planned, approved and
implemented as per SBI policies and procedures in Handling
Training
B) To ensure all Department Heads (DHs),
Supervsiors and Departmental Trainers (DTs) know,
understand the SBI Training Achievement Report Templates on
Weekly, Monthly and Yearly Training Achievement
Reports; and
C) Are able to submit their weekly & monthly training
achievement reports correctly and in a timely manner.
10.2 CONTENTS
10.2.1 What is Training Calendar?
10.2.2 What is Training Achievement Reports: Weekly,
Monthly and Yearly?
10.2.3 The Weekly & Monthly Training Achievement Report
templates
10.2.4 How to fill-up correctly the Weekly, Monthly & Yearly
Training Achievement Reports Template.
10.2.5 What is Monthly Training Action Plan (MTAP)

Training Program Action Plan (TAP) – Swiss-Belresort Dago Bandung 7


10.2.6 What is Trainee Training Action Plan (TTAP)
10.2.7 Workshop
Day 14 – Day 14 – Jan. 23 11.0 SBI THANK YOU – GROUP ONE GROUP 1
Wednesday 9:00 – 1:00 PM 35 participants - David
ALL Employees (mixed)

Day 14 – Day 14 – Jan. 23 11.0 SBI THANK YOU – GROUP TWO GROUP 2
35 participants -
Wednesday 2:00 – 6:00 PM ALL Employees (mixed) David

8 hours 11.1 TRAINING OBJECTIVE:


ALL employees fully understand the value of saying “Thank you”
A) To our guests
B) To our owners/investors
C) To our colleagues
D) To our leaders
E) To our friends
F) To our family and
G) To our self
11.2 CONTENTS
11.2.1 Introduction
11.2.2 Framework:
A) The other way of Saying Thank you
B) Hotel Bi-Monthly Activities
11.2.3 Syndicate Exercise: participants are divided into
groups
11.2.4 Big Group Sharing
11.2.5 Conclusion and 1-minute learning
11.2.5 Review and Closing
TOTAL OF DAYS: TOTAL HOURS: TOTAL HOURS of TRAINING CONDUCTED:
17 working days
120 hours 120 hours

GENERAL TRAINING INFORMATION:


Set-Up/requirements for – Corporate Training – ALL PROPERTIES
 Use of meeting room/training with U-SHAPE set-up
 3 Microphones
 5 Flipcharts with 12 markers
 1 LCD Projector, LCD Screen
 Standard Sound System for music
 AM and PM Coffee and Tea Breaks

Materials/tool NEEDED for the TTT Workshop:


1. Bottled Water - 18 pcs
2. Non-Digital watch – 1 each for the participants. They can use their own if they have
3. Assorted Office Supplies – 15 items
4. Assorted Accounting supplies – 15 items
5. Assorted Smoking items – 10 pcs
6. Assorted accessories (Male/Female) – 20 items

Mandatory Requirements - ALL PARTICIPANTS in TTT Workshop:


1. 100% attendance
2. Full participation and cooperation

Training Program Action Plan (TAP) – Swiss-Belresort Dago Bandung 8


3. Actual training during the Practical test
4. The 2019 yearly training plan by department
5. 10 Mandatory Skills Training topics within 3 months after completing the TTT workshop to receive his/her Certification as
SBI Trainer in the property.

Mandatory Requirements for ALL PARTICIPANTS in the Training:


1. 100% attendance even on days-off
2. Full participation and cooperation
3. Practical / Written test

DISTRIBUTION LIST
Food and Beverage FB Production Front Office S&M
Housekeeping Security Accounting Engineering

GROUP 1
SBI RED TRAINING: Induction & Orientation
KNOW YOUR HOTEL
SBI Grooming and Personal Hygiene Standards
Day 2 – Wednesday – January 9, 2019 – 9:00 – 6:00 PM

TEAMWORK & PROACTIVE BEHAVIOUR


Day 6 – Monday – January 14, 2019 – 9:00 – 1:00 PM

OUR PRIORITY IS YOU - Theory


Day 7 – Tuesday – January 15, 2019 – 9;00 – 1:00 PM
Day 8 – Wednesday – January 16, 2019 – 9:00 – 1:00 PM
Day 9 – Thursday – January 17, 2019 – 9:00 – 1:00 PM

Training Program Action Plan (TAP) – Swiss-Belresort Dago Bandung 9


OUR PRIORITY IS YOU – Practical
Day 13 – Tuesday – January 22, 2019 – 9:00 – 1:00 PM

SBI RED BOOK: 7 Senses Our Essence


Day 12 - Monday – January 21, 2019 – 9:00 – 1:00 PM

SBI THANK YOU


Day 14 – Wednesday – January 23, 2019 – 9:00 – 1:00 PM

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Training Program Action Plan (TAP) – Swiss-Belresort Dago Bandung 10


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GROUP 2
SBI RED TRAINING: Induction & Orientation
Know Your Hotel
SBI Grooming and Personal Hygiene Standards
Day 3 – Thursday – January 10, 2019 – 9:00 – 6:00 PM

TEAMWORK & PROACTIVE BEHAVIOUR


Day 6 – Monday – January 14, 2019 – 2:00 – 6:00 PM

OUR PRIORITY IS YOU - Theory

Training Program Action Plan (TAP) – Swiss-Belresort Dago Bandung 11


Day 7 – Tuesday – January 15, 2019 – 2;00 – 6:00 PM
Day 8 – Wednesday – January 16, 2019 – 2:00 – 6:00 PM
Day 9 – Thursday – January 17, 2019 – 2:00 – 6:00 PM

OUR PRIORITY IS YOU – Practical


Day 13 – Tuesday – January 22, 2019 – 2:00 – 6:00 PM

SBI RED BOOK: 7 Senses Our Essence


Day 12 - Monday – January 21, 2019 – 2:00 – 6:00 PM

SBI THANK YOU


Day 14 – Wednesday – January 23, 2019 – 2:00 – 6:00 PM

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MANAGERS & SUPERVISORS TRAINING


TRAIN THE TRAINER – THEORY SESSION
Day 4 – Friday – January 11, 2019 – 9:00 – 1:00 PM
Day 4 – Friday – January 11, 2019 – 2:00 – 6:00 PM

2019 YEARLY SKILLS TRAINING CALENDAR


WEEKLY, MONTHLY AND YEARLY TRAINING ACHIEVEMENT REPORTS
MONTHLY TRAINING ACTION PLAN (MTAP)

Training Program Action Plan (TAP) – Swiss-Belresort Dago Bandung 13


TRAINEE TRAINING ACTION PLAN (TTAP)
Day 5 – Saturday – January 12, 2019 – 9:00 – 1:00 PM

SBI MANAGER ON DUTY (MOD)


SBI PERFORMANCE APPRAISAL AND KEY PERFORMANCE INDICATORS (KPI) TRAINING
SOCIAL MEDIA AND SBI POLICIES & PROCEDURES
TRAINING ACHIVEMENT REPORTS - PRACTICE
Day 10 – Friday – January 18, 2019 – 9:00 – 12:00 PM
Day 10 – Friday – January 18, 2019 – 2:00 – 6:00 PM

TRAIN THE TRAINER – PRACTICAL SESSION


Day 15 – Thursday – January 24, 2019 – 9:00 – 1:00 PM – Day 1
Day 15 – Thursday – January 24, 2019 – 2:00 – 6:00 PM – Day 1

Day 16 – Friday – Janaury 25, 2019 – 9:00 – 12:00 PM – Day 2


Day 16 – Friday – Janaury 25, 2019 – 2:00 – 6:00 PM – Day 2

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