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Text Content

THE ALANA ACADEMY

Search
Primary Menu Skip to content
 * Home
 * About
 * The Alana Hotel & Convention Center
 * Company Strategy
 * Core Values
 * Management & Leadership Values
 * Unique Selling Points
 * People Development
 * Executive Development
 * Contact

Search for:
Departmental Training Manual, People Development, Professional, Service,
Trainer, Uncategorized


10 STEPS OF ALANA SERVICE

July 5, 2017 alanaacademy Leave a comment
 1.  A warm and sincere greeting and farewell – use the guest’s name if and when
     possible – Memberikan salam dengan hangat dan tulus saat berjumpa dan
     berpisah – sedapat mungkin gunakan nama tamu
 2.  Give customers a good fair deal – great customer relationships take time –
     Memberikan penawaran terbaik kepada tamu – menjalin hubungan baik dengan
     tamu memerlukan waktu
 3.  Anticipate and satisfy guest needs – operations should be fast and simple –
     Mengantisipasi dan memenuhi kebutuhan tamu – pelaksanaannya haruslah cepat
     dan mudah
 4.  Try to create a work environment of teamwork and guest service so that the
     needs of our guest and each other are met – Menciptakan semangat kerja sama
     tim dalam lingkungan kerja dan pelayanan kepada tamu sehingga kebutuhan
     keduanya terpenuhi
 5.  Uncompromising levels of cleanliness are the responsibility of every
     employee – Tingkat kebersihan yang prima adalah tanggung jawab semua
     karyawan
 6.  Take pride in and care of your personal appearance – everyone is
     responsible for conveying a professional image – Merasa bangga terhadap dan
     menjaga penampilan diri sendiri – karena setiap orang harus bertanggung
     jawab untuk menampilkan citra yang profesional
 7.  Think safety first – create a safe, secure and accident-free environment
     for all guests and each other – Mengutamakan keselamatan – ciptakan
     lingkungan yang aman dan tidak beresiko kecelakaan bagi tamu dan kita semua
 8.  Conserve energy, properly maintain our hotels and protect the environment
     – Hemat energi, jaga dan lindungi hotel serta lingkungan kita
 9.  Take responsibility – fix guest’s problems immediately – Berani bertanggung
     jawab – selesaikan masalah yang dihadapi tamu dengan cepat
 10. Always remember to say thank you – Selalu ingat untuk mengucapkan terima
     kasih


Departmental Training Manual, People Development, Professional, Trainer


DIFFERENCE BETWEEN TRAINING, SEMINAR, AND WORKSHOP

June 16, 2017 alanaacademy Leave a comment

TRAINING

Training is the act of providing information and instruction to someone. It is
the act of teaching and or developing skills, knowledge, etc. in a student. The
purpose of training is to improve one’s capability, capacity, productivity and
performance.

In corporate practicality, training refers to the act or training a recruit so
that he or she may effectively be able to do their job. This means providing
them will all the relevant information, skills, and resources to do their job.

 

WORKSHOP

workshops are events in which the instruction can be handed out. Workshop’s are
corporate events where this knowledge, skills and information can be shared and
given. Workshops can even be used to provide additional information to
established employees so that they may develop new skills and incorporate new
information in their jobs, which many lead to increased productivity. Workshops
can last from a couple of hours to perhaps a few days. However, the workshops
are actually just one part of an effective training plan.

Workshops have small audiences, or are broken up into smaller groups, because of
the hands-on activities that are a part of learning in the workshop experience.
Workshops may have several different activities that the attendees can choose.

 

SEMINAR

A seminar has a structure that is more like a lecture or classroom style of
learning. In this respect, the lecturer, speaker or instructor gives a speech or
shares information with the audience, similar to how a teacher lectures a
classroom full of children. Seminars tend to have much larger audiences because
it simply consists of an expert sharing information with the audience on a
specific topic.

A seminar format may only have the main lecture and there is no further
follow-up activities or ways for the attendees to apply the knowledge they have
learned during the seminar. Seminars tend to have a one-way street of
communication.


Departmental Training Manual, People Development, Professional, Trainer


THE DISTINCTIVE DIFFERENCE OF TRAINER, COACH, TEACHER, MENTOR, FACILITATOR

June 16, 2017 alanaacademy Leave a comment

TRAINER

Someone who transfers knowledge with specific topic through direct interaction
with the participant.

COACH

Someone who transfers knowledge with specific topic through indirect interaction
with the participant.

TEACHER

Someone who transfers knowledge with general topic through direct interaction
with the participant.

MENTOR

Someone who transfers knowledge with general topic through indirect interaction
with the participant.

FACILITATOR

Someone who has the skills to moderate and run sessions, exercises, discussions
and work groups where knowledge is shared by and extracted from the participants
themselves.

Departmental Training Manual, People Development, Trainer


ROLES AND RESPONSIBILITIES OF DEPARTMENTAL TRAINER

June 16, 2017 alanaacademy Leave a comment

 

Key members of each department will be selected by the Executive Committee/
Heads of Department to be trained to become Departmental Trainers, with
responsibility for conducting all departmental on-job-training and assisting in
Group Training. Departmental Trainers must have sound technical skills, the
respect and trust of their employees and colleagues, and the ability to motivate
their employees. They must also be fully conversant with all operational
policies and procedures, standards, and training strategies.

The Departmental Trainers have a vital role to play in success of the hotel’s
training plan by planning, coordinating and monitoring the training activities
in their department.

The principle responsibilities of the Departmental Trainers are as follows :

 1. To assist in the identification of their department’s training needs.
 2. To plan the training activities to satisfy these training needs.
 3. To spend at least two hours per week preparing and conducting training.
 4. To carry out their department’s orientation training for new employees.
 5. To meet with their Heads of Department every month to :

–  Discuss training progress in that month.

– Outline and plan future training activities for the following month(s).

 6. To monitor the standards within their department, and give corrective
    training to the employees if the standard fall below the agreed level.
 7. To request assistance, support or feedback from the Head Of Department or
    Training Department whenever needed.

Departmental Training Manual, People Development, Professional, Trainer


DEPARTMENTAL TRAINING MANUAL

April 25, 2017 alanaacademy Leave a comment

Each department is to have Departmental Training Manual consisting of the
following information:

 1.  Objective of the Departmental Training Manual
 2.  Vision
 3.  Mission
 4.  Core Values
 5.  Management & Leadership Values
 6.  Unique Selling Points
 7.  History of The Alana Yogyakarta Hotel & Convention
 8.  Organization Chart
 9.  Job Description
 10. Guest Expectations
 11. Hotel Facilities & Services
 12. Personal Hygiene & Grooming
 13. People Development; Hotel Training Menu, Development Program, Training Plan
 14. Fire & Emergency Procedures
 15. Task List
 16. Task Breakdown (Session Plan)

Using the http://www.wordpress.com, each Departmental Trainer needs to create a
Departmental Training blog as discussed during the workshop.

The Training Officer will facilitate the process together with the appointed
Departmental Trainer from each respective department as appointed by the Key
Executive.

Please discuss this project with Pak Syaiful Manan and seek his directive on
this.

E-Reference, Product Knowledge, Tourism Destinations


TOURISM DESTINATION

April 25, 2017 alanaacademy Leave a comment

Lihat website dibawah ini untuk informasi lebih lanjut tentang Tourism
Destination Daerah Istimewa Yogyakarta dan sekitarnya

https://visitingjogja.com/

http://www.anekawisata.com

http://www.indonesia-tourism.com

http://www.jogyes.com

http://www.yogyakartatourisminformation.com

 

E-Reference, Our Hotel, Product Knowledge, Service


HOTEL ASSISTANCES TO GUESTS

April 25, 2017 alanaacademy Leave a comment

Reference: Guest Directory

Below are hotel assistances for our guests that have been written in the Guest
Directory provided in each guest room:

Adapters

Airline booking / re-confirmation

Airport & Inter-hotel Transfers

Amenties

Baby needs

Bell Service & CheckOut

Bible

Billing procedure

Car rental and tours

Check In and Check Out time

Children

Credit Cards

Electric current

Emergency

e-Mail & Wireless Internet Access

Express Mail / packages

Fax

Fitness Center

Hair dryer

Housekeeping

House Rules

Ice

Iron & board

In-house guest activities

In-room safe

In-Room Spa

Keys



Parking Lot

Photocopy

Printing

Pets

Lugage Service

Massage

Mail Service

Maintenance

Medical Services  & Medications

Minibar

Newspaper & Magazine

Reservations to other Aston hotels

Room Service

Safety Deposit Box

Sales & Catering Office

Shoe shine

Laundry / Dry Cleaning Service

Shopping

Swimming Pool

Sightseeing Excursions

Taxis

TV Channels

Valet Parking

Wake-Up Call

Qiblat

Qur’an & Praying Mat

Concept, Professional, Service


“15 MINUTES ALANA PROMISE”

April 25, 2017 alanaacademy Leave a comment

Mission:

To offer “15 Minutes Alana Promise” to our guests and if we fail to provide the
service within the time frame, the guest will not pay such product.

We need to design operational concept to achieve the mission by anwering the
following 3 questions:

Q. What changes are to be made to execute this mission?

Group Feedback:

 * Give socialization about the 15 minutes excellence service to all staff
 *  Provide Live Chat to Fast Response (emergency, service, etc)
 * Provide Wi-Fi Pop Up : Safety, Security, Emergency Phone & Map
 * Make an award program entitled the best 15 minutes excellence service to
   motivate
 * Understanding of product knowledge
 * Good team work and updating information.
 * Upgrades facilities
 * Training cooking methode&trick
 * Special lift for room service
 * Refresh product knowledge regularly
 * Private pantry for room service
 * Additional manning staf
 * Special OT for room service
 * Template standard delivery service
 * Job section

 

Q. What are success factors of this mission?

Group Feedback:

 * Responsibility
 * SOP
 * Sense Of Belonging
 * Appropriate Training
 * Human
 * Equipment
 * Knowledge
 * System
 * Effective Communication

 

Q. What supports are needed for this mission?

Group Feedback:

 * Inter-Department Support & Team Work
 * Upgrade Facilities
 * Soft & Skill Training

E-Reference, Professional, Trainer


THE BUSINESS OF TRAINING

Gallery April 24, 2017 alanaacademy Leave a comment

Uncategorized


THE SECRET : LEGACY GROUP

April 20, 2017 alanaacademy Leave a comment

Pertanyaan 1:

Mengapa menjadi pribadi yang autentik itu sangat penting?

Jawaban:

karena hanya diri kita sendiri yang paling tau apa tujuan kita. apabila kita
berubah-ubah maka akan menghambat dalam mencapai goals kita.

Pertanyaan 2:

Setelah menonton video ini, bagaimana Anda dapat menjadi Supervisor yang
proaktif @ The Alana Yogyakarta?

Jawaban:

spread positive vibes in our working places, always feel good and be happy

Pertanyaan 3:

Bagaimana Anda dapat mempengaruhi perubahan yang baik di tempat kerja Anda
menggunakan hikmah yang didapat dari video ini?

Jawaban:

1. tentukan apa tujuan kita

2. sosialisasikan pada team

3. focus pada tujuan kita

4. monitoring secara berkala

5. berikan bantuan dan solusi jika ada permasalahan

6. berikan reward kepada team atas pencapaian mereka

 * 

SEND






POSTS NAVIGATION

1 2 3 Next →
Older posts


REMEMBER


 1. THE ALANA ACADEMY
    
    April 20, 2017 alanaacademy Leave a comment

More images →


WORDS OF WISDOM


 1. GOAL-ORIENTED
    
    April 18, 2017 alanaacademy Leave a comment

More quotes →


VIDEO COLLECTIONS

 1.  
    
    
    GREATNESS GROUP VIDEO PRESENTATION
    
    April 20, 2017 alanaacademy Leave a comment


 2. EXCELLENT GROUP VIDEO PRESENTATION
    
    April 20, 2017 alanaacademy Leave a comment


 3. LEGACY GROUP VIDEO PRESENTATION
    
    April 20, 2017 alanaacademy Leave a comment


 4. THE GREATNESS VIDEO PRESENTATION
    
    April 17, 2017 alanaacademy Leave a comment


 5. THE LEGACY VIDEO PRESENTATION
    
    April 17, 2017 alanaacademy Leave a comment

More videos →


OUR GALLERY

 1. This gallery contains 24 photos.
    
    
    THE BUSINESS OF TRAINING
    
    April 24, 2017 alanaacademy Leave a comment

More galleries →


OUR LINKS

 1. https://translate.google.com/
    
    April 18, 2017 alanaacademy Leave a comment

 2. The World’s catalog of ideas.
    
    https://id.pinterest.com
    
    April 17, 2017 alanaacademy Leave a comment

 3. E-books resources
    
    April 17, 2017 alanaacademy Leave a comment

 4. The Alana Academy @ youtube.com, please visit the following link:
    
    https://www.youtube.com/channel/UCSYR8DhuoZxtHK8HtaumHWQ
    
    April 17, 2017 alanaacademy Leave a comment

 5. FOLLOW: http://www.iam3lighthouses.com // blog
    
    JOIN: http://www.facebook.com/groups/3lighthouses // 3Lighthouses on Career,
    a Professional Coaching
    
    LIKE: http://www.facebook.com/crdaz // 3Lighthouses on CRDAZ, a Life
    Coaching
    
    April 17, 2017 alanaacademy Leave a comment

More links →



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