The Strategic Plan To achieve the goals of the company, some strategic plans need to be set up as follows: First

phase (March July 2009) As first phase to opening, the following training sessions are needed to be conducted: 1. CS N TR Department Concierge Section Introductory training on Companys Policy, Rules and Epicentrum Walk Gold Standard to the newly hired staff Introductory training to concierge courtesy Gold Standard Training on customer service Issues for both Mall and Office Tower properties Introductory to complain handling, and Tenant Relation Section Introductory training on Companys Policy, Rules and Epicentrum Walk Gold Standard to the newly hired staff Introductory training to give service in courtesy Gold Standard Training on tenancy, and connected issues for both Mall and Office Tower properties General Purpose Attendant Section Introductory training on Companys Policy, Rules and Epicentrum Walk Gold Standard to the newly hired staff Introductory training to give service in courtesy Gold Standard Training on tenancy, and connected issues for both Mall and Office Tower properties

2. II. The Second Three Months

While identifying the companys vision and strategies into relevant training action plans, some training sessions will follow:

 I.

Professionalism Training for Department Heads Customer Service Training for Department Heads Leadership Training for Supervisors Disciplinary Training for Supervisors The Second Semester

Various Training Sessions on standards of performance for individual department. Preparing Proposal for Introduction of Best Employee of the Mall Program II. 1. The Second Year Improvement Efforts

To deliver the standards of performance expected by the Mall to the staff/employees. To prepare a tool to assess and evaluate staffs performance. To set up standard of appraisal and achievement system implemented in accordance with the existing appraisal and evaluation system. To identify and provide further various training sessions in areas of service, leadership, discipline, professionalism, and other training needs for employees. To prepare analytical reports on the employees performance to the management. To propose to the Management some rewards programs to boost the staffs performance such as the best employee of the month or year, awareness campaigns, etc. To identify survey needs and propose them to be conducted by the Research and Development Section of Advertising and Promotions Department. To make recommendations to the management in regards with the training division s findings. 2. Other Departmental Issues To assist the department heads in providing training for employees. To assist the department heads in providing standards and procedures within the departments. To provide adequate information regarding the on-the-spot facts vis--vis the standards and procedures.

 To identify training needs for supervisory levels, i.e. leadership training, self confidence, courtesy, communication, etc. To deliver training for supervisory levels. To evaluate the effectiveness of the training for supervisory levels. To make recommendations on the findings 3. Tenancy Issues To identify training needs for tenants employees/sales associates such as salesmanship, courtesy, etc. To provide some basic training activities on the areas of service to the tenants. To provide some advice to tenants regarding the service to boost the best-service-in town-mall concept. To evaluate training results through surveys and researches (working with the Research and Development Section of the Advertising and Promotions Department) such as mystery shopper program, sales comparison survey, other customer service related survey, etc. To make recommendations to the management on tenancy findings.

STRATEGIC PLAN CONCIERGE AND TENANT RELATION DEPARTMENT

EPICENTRUM WALK LIFESTYLE INTRODUCTION

Welcome
On behalf of Management PT. Mulia Intipelangi - Mall Taman Anggrek and Mulia Group, It gives me great pleasure to welcome your employment at the largest Mall in Indonesia.

Atas nama Manajemen PT. Mulia Intipelangi Mal Taman Anggrek dan Kelompok Usaha Mulia, Saya dengan senang hati menyatakan Selamat Bergabung dengan Mal Terbesar di Indonesia. As a new team member, you have to know the general information about the mall, its facilities and, off course, its type of business as part of shopping mall industry which high quality standard in products, presentation, customer service and satisfaction plays important keys in company grow and success.
Sebagai anggota tim yang baru, Anda harus mengetahui informasi umum dan fasilitas Mal Taman Anggrek, serta tentu saja, jenis usaha jasa sebagai bagian dari industri pusat perbelanjaan dimana kualitas yang tinggi atas produk, kebersihan, pelayanan dan kepuasan konsumen memainkan peranan penting dalam pertumbuhan dan kesuksesan perusahaan.

As a new team member in your department, you have to be familiar with your new environment and standard of work quality expected from you. I expect your new appointment will compliment the existing team to its improvement and greater achievement. Sebagai anggota tim baru di departemen, Anda harus mengetahui ruang lingkup dan situasi kerja yang baru serta standard standard kualitas pekerjaan yang diharapkan. Saya mengharapkan dengan bergabungnya Anda akan lebih menambah kemajuan dan kesuksesan tim yang lebih tinggi.

Again, welcome to Mall Taman Anggrek and to the Mulia Group Family and I look forward to your long-term support and loyalty. Sekali lagi, Selamat Bergabung dengan keluarga besar Mal Taman Anggrek dan Kelompok Usaha Mulia, dan Saya mengharapkan dukungan serta loyalitas Anda dalam jangka waktu lama.

Thank you, Terima kasih,

Welcome
On behalf of the Management of PT. Mulia Intipelangi and the Mulia Group, It gives me great pleasure to welcome you to your new position at Mal Taman Anggrek. Atas nama Manajemen PT. Mulia Intipelangi dan Kelompok Usaha Mulia, dengan senang hati mengucapkan Selamat Bergabung di Mal Taman Anggrek.. Saya

As a new team member of the largest Mall in Indonesia, there are many things you need to know about the Company, the Mall, its facilities and, off course, the shopping mall business in general. Our objective at Mal Taman Anggrek is to continually strive to achieve excellence in all we do and in all we offer our customers. Excellent customer service and high standards of presentation are two essential and important keys in achieving the success and growth of our company.
Sebagai anggota tim yang baru pada Mal Terbesar di Indonesia, banyak yang Anda harus ketahui tentang Perusahaan, Mal dan fasilitasnya, dan tentu saja, bisnis pusat perbelanjaan secara umum. Tujuan kita di Mal Taman Anggrek adalah untuk secara terus menerus bekerja keras mencapai yang terbaik dalam segala hal yang kita lakukan dan yang kita berikan kepada konsumen. Pelayanan konsumen yang prima dan

standard mutu yang tinggi adalah dua kunci utama dan penting dalam mencapai kesuksesan dan pertumbuhan perusahaan kita.

As a new team member, you have to be familiar with your new environment and of the standard of work quality that is expected from you. I therefore look forward to your commitment and contribution to the overall team effort at Mall Taman Anggrek.
Sebagai anggota tim yang baru, Anda harus mengetahui ruang lingkup dan situasi kerja yang baru serta standard kualitas pekerjaan yang diharapkan dari Anda. Oleh karena itu, Saya mengharapkan komitmen dan kontribusi Anda dalam kerjasama tim secara menyeluruh di Mal Taman Anggrek.

Congratulations on your appointment and once again welcome to Mal Taman Anggrek and to the Mulia Group Family. I wish you success and happiness in your new position.
Selamat atas penerimaan Anda dan Sekali lagi, Selamat Bergabung dalam keluarga besar Mal Taman Anggrek dan Kelompok Usaha Mulia. Saya ucapkan semoga Anda sukses dan berbahagia atas pekerjaan Anda yang baru.

Thank you, Terima kasih,

Robert G. Muir
General Manager
PACIFIC PLACE MALL Customer Service, Training & Development

Table of Content
1. Comments a. Customer Service and Operations b. Training & Development c. Other Concern

2. Summary Customers Complain 3. Head Count 4. Training a. Housekeeping - ISS b. Security - SGA c. Fire and Safety d. Engineering 5. Performance Management a. Department Performance b. Concierge Performance c. GPA Services and Doorman Performance d. Concierge and GPAs Individual Working Performance Month by Month in Graph e. Attachment Individual Performance Recapitulation

MAL TAMAN ANGGREK - AT A GLANCE

THE PROPERTY
Located at Jl. Let. Jend. S. Parman Kav. 21, Slipi, Jakarta 11470, Indonesia. The size of the property comprises of 99.225-sqm mall lettable area with 135,000-sqm gross built area. Mal Taman Anggrek is built and owned by PT. Mulia Intipelangi and designed by Altoon + Porter (Los Angeles, USA) together with eight blocks of condominium and other supporting facilities.

THE SHOPS
Mal Taman Anggrek has seven floors, with about 450 shop units that are leased by 400 retailers. Anchor tenants comprise of a three level METRO Department Store from Upper Ground to Level 2, as well as a 4-floor Galeria Department Store from Level Ground to Level 2 plus a 3-floor RIMO Department Store from Level UG to Level 2, GRAMEDIA Bookstore on Level Ground and HERO Supermarket on P2 level. Basement levels are for car parking, a supermarket as well as restaurants such as Japanese, Chinese and an Italian cafe together with other specialty shops are located on the second floor of the basement parking level. Ground floor offers a wide range of products for the young visitors such as a bookstore and casual fashion for kids and teenagers as well as hair salons if you need a new hairdo. Upper Ground Level offers a wide range of men and

womens fashion apparel and fashion accessories. Sporty, casual and lifestyle fashion wear can be found on the first and second Floor. The Cineplex, Dapur Anggrek food court, furniture and electronic centres are centralised on third and fourth levels. A 24-hours ATM centre is located in the parking area at P7 on Level 1. Mal Taman Anggrek offers many distinctive retail outlets in its broad tenancy mix with a wide range of products and services at very affordable prices and a one stop shopping concept. A Valet Parking service to customers visiting Mal Taman Anggrek was introduced in November 2001 - last year to provide additional services to the malls customers. The service is available at the main lobby of Mal Taman Anggrek during malls operation hours.

OTHER FEATURES
Distinctive offers of the mall are department stores such as METRO, GALERIA, RIMO, Megakids, The GRAMEDIA Bookstore and AGIS Electronic Centre. Distinctive entertainment outlets such as a 1,200 sqm international standard ice skating rink SKY RINK, TIMEZONE Game Centre in two different areas, and a 4theatre Anggrek 21 cinema. To soothe your taste-buds, Dapur Anggrek - an International Food Court on Level 4 - boasts of 40 vendors and a seating capacity of more than 1000 seats. A further of 40 other restaurant outlets can also be found from Basement to level four plus a new exclusive Starbucks on the Ground floor.

There are 8 (eight) blocks of condominium which comprise of a total 2,824 apartment units (2 or 3 bedrooms) with facilities such as tennis & badminton courts, outdoor swimming pool, childrens playground and an exclusive Health Club. The Health Club, which is situated on Level 6 also, offers squash, sauna, whirlpool, Jacuzzi, gymnastics room and a fitness centre together with an indoor swimming pool. It definitely provides a healthy lifestyle for the Condominium residents that would only take them only 5 (five) minutes to be there without any traffic jam.

GEDUNG GEDUNG DALAM KELOMPOK MULIA

1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14.

Plaza 89 Atrium Mulia Plaza Kuningan Wisma Antara Sentra Mulia Menara Mulia BRI II Plaza BRI Surabaya Mal Taman Anggrek Kondominium Taman Anggrek Wisma GKBI Wisma Mulia Hotel Mulia Senayan Five Pillars

: : : : : : : : : : : : : :

PT. Mulialand PT. Bumi Mulia Perkasa PT. Tri Dharma Sakti Indah PT. Anpa International PT. Muliapersada Tatalestari PT. Sanggar Mustika Indah PT. Mulia Persada Pacific PT. Muliabatara Semesta PT. Mulia Intipelangi PT. Mulia Intipelangi PT. Muliacemerlang Dianpersada PT. Sanggarcipta Kreasitama PT. Mulia Intanlestari PT. Five Pillar Ind. Office Park

PT. Mulia Indoland PT. Taman Anggrek Perwira PT. Sanggar Mustika Padma

Marketing for Buildings Health Club KTA Ice Skating Rink & Food Court

INDUSTRI PT. Mulia Industrindo: 1. 2. 3. 4. PT. Muliakeramik Indahraya PT. Muliaglass Float PT. Muliaglass Container PT. Safety Glass

MANAJEMEN MAL TAMAN ANGGREK

1. 2. 3. 4. 5. 6. 7. General Manager Retail & Ops. Services Mgr. Dept. Head Finance Accounting Manager Purchasing Manager Store Keeper Security Manager Chief Security Assistant Chief Security : : ; : : : : : : Robert G. Muir Iwan Hadi Irwan Hardono Lily Sutanto Johnny Halim Indra A. Cipta Rismardi Suratno Maksus & William Dolok Tombak Suhendro Aribowo Slamet Widjanarko M. Gasti Aziz E. Rukmana M. Kusnin Maggie Tjioe Yohanes A.D. Purnomo Jentie Widjaja My Devi Musdi Sheila A. Koh Mimi Moiras & Pipih Tjandra Marcella Tjandra Sisca Djuhadi Khotib Kholil Wijaya Diputra

8. 9.

Architect. & Build. Services Mgr. : Chief Engineer Assistant C/E Aircond Assistant C/E Electrical Assistant C/E Civil Assistant C/E Mechanical Assistant C/E Comm. & AV Tenant Relation Manager Human Resource Manager Chief of Personnel Training Manager Adv. & Promotion Manager Sr. Marketing Executive Collections Controller Lease Administrator Chief Housekeeper Assistant Chief HK : : : : : : : : : : : : : : : :

10. 11. 12. 13. 14. 15. 16. 17. 18.

MANAJEMEN KONDOMINIUM TAMAN ANGGREK

1. 2. 3. 4. 5. 6. 7. 8. 9. 10.

General Manager Asst. General Manager Duty Manager Chief of Personnel & Adm. Chief of Security Chief of Accounting Credit Controller Chief of Housekeeping Chief Engineer Club Manager

: : : : : : : : : :

Arthur Gindap Albertus Irwan Sendjaja Andri, Bizardi, Hadi, Yudi Parulian Tambunan Erwin M. Achmad Eddy Suwita Mayanti Winarno D. Sofiandi (i/c) Linawati

DATA DATA MAL TAMAN ANGGREK

Mal Taman Anggrek yang beralamat di Jalan Let.Jend. S. Parman, Kav. 21 Slipi, Jakarta 11470 ini diresmikan pada tanggal 20 Agustus 1996. Mal Taman Anggrek dimiliki oleh PT. Mulia Intipelangi yang merupakan anak perusahaan Mulia Group. Mal Taman Anggrek dan 8 menara Kondominium didesain oleh Altoon + Porter (Los Angeles, USA) dengan total luas area 135000 meter persegi dan luas mal 99.225 meter persegi. Mal Taman Anggrek terdiri atas 7 lantai dengan total lebih dari 450 unit toko yang beroperasi mulai pukul 10.00 22.00 dan kapasitas parkir lebih dari 5500 kendaraan. Mal Taman Anggrek mempunyai department store dan toko toko besar dan terkemuka seperti: Galeria Department Store (4 lantai G Lt. 2) Metro Department Store (3 lantai UG Lt. 2) Rimo Department Store (3 lantai UG Lt. 2) Marks & Spencer (St. Michael), Hero Supermarket Toko Buku Gramedia, Gunung Agung dan Karisma 40 restoran international dan fast food Perbankan di lantai dasar dan Pusat ATM di lantai 1 P 7 Food court Dapur Anggrek dengan 40 vendor, 1000 kursi Furnicentre di lantai 4 Cinema Anggrek 21 (4 theatre) dan Ice Rink (1200 m2) di lantai 3 Pelayanan Valet Parking diperkenalkan di bulan November 2001 untuk menambah pelayanan parkir kendaraan kepada para pengunjung. Pelayanan ini tersedia di pintu lobby utama dan lantai 1 P 7 Para pengunjung dapat memperoleh informasi melalui petugas petugas Customer Service yang terletak di lobby utama dan beberapa tempat strategis Pelayanan penyediaan Taxi diberikan bekerjasama dengan Bluebird Group yang tersedia di pintu utama dan pintu Galeria Fasilitas telepon umum tersedia di setiap lantai sedangkan fasilitas warung telekomunikasi tersedia di lantai basement Kondominium Taman Anggrek terdiri atas 8 tower dengan total 2824 unit yang terdiri atas 2 3 kamar tidur. Kondominium Taman Anggrek mempunyai fasilitas lapangan tenis, bulutangkis, kolam renang luar ruang, taman bermain anak dan Health Club yang ekslusif. Health Club berlokasi di lantai 6 menyediakan lapangan squash, sauna, whirlpool, jacuzzi, ruang fitness dan senam serta kolam renang di dalam.