Documente Academic
Documente Profesional
Documente Cultură
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
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
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)
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
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)
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)
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
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
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