Trainings


KN HOTELS Management

EXCELLENT HOSPITALITY SERVICE

Training Module:

1.Hospitality Spirit
Dalam modul ini peserta akan belajar mengenai apa dan bagaimana hospitality spirit yang harus dimiliki dan diaplikasikan dalam dunia kerja oleh para karyawan industry jasa khususnya Hotel.

2.Moment of Truth
Moment of Truth adalah momen-momen penting dimana pada saat tersebut adalah saat kritis dimana tamu akan happy atau unhappy terhadap pelayanan yang diberikan oleh karyawan hotel. Dengan mengetahui ‘Moment of Truth’ diharapkan karyawan dapat bersikap dengan benar.

3.Butler Service
Mengetahui lebih jauh tentang butler service di hotel yang menjadikan suatu hotel memiliki pelayanan yang lebih baik daripada hotel yang tidak menerapkannya.

4.Understanding the Guest
Mengetahui tentang needs & wants-nya tamu hotel serta bertindak berdasarkan needs & wants tersebut.

5.May and May Not
Mengetahui apa-apa yang boleh atau harus serta apa-apa yang tidak boleh dilakukan oleh karyawan hotel pada saat berkomunikasi dengan tamu.


www.knhotels.com

EFFECTIVE SUPERVISORY TRAINING for Hotel Employee

Module 1

An Introduction to Management

In this module, participants will learn the basic of management as the preliminary subject of all management theories and practices. These will include:

  1. Definition of Management
  2. Process of Management
  3. Levels of Management

 Module 2

Supervisor & Management Functions

Module 2 describes supervisor as part of management team in an organization. Participants will learn in an area of supervisory duties and responsibilities which are as follow:

  1. Duties
  2. Responsibilities
  3. Skills Needed
  4. Keys to Successful Supervisory

Module 3

Supervisor & Leadership

As part of management team, supervisors need to know and implement leadership is their role, these are the objective of module 3:

  1. Definition
  2. Leadership Style
  3. Leadership Power

 Module 4

Supervisor & the Change Agent

The change in any organization will continue to happen as part of survival strategy, and as part of management who are closest to employee, supervisor need to know their position to be an agent of change.

1.  Definition & Model

2.  Organizational Change

3.  Analyzing & Overcoming Change Resistance

Module 5

Supervisor & the Personnel Administration

What supervisor must do when they are dealing with personnel matters? Module 5 will explain in details so that supervisors can effectively play their role to handle the jobs.

1. Recruitment & Selection

2. Staff Training & Orientation
3. Evaluating Employee Performance

Module 6

Supervisor in action

Deeper understanding about people skills to be mastered by supervisors. These are the leadership activities of an effective supervisory or even higher level of management in an organization.

  1. Supervisor & Communication Process
  2. Supervisor & Motivational Techniques
  3. Supervisor & Disciplinary Process
  4. Supervisor & Conflict  Resolution
  5. Supervisor & Employee Groups

For inquiry please contact us at :0812-1364-3814
or via email:
cso@knhotels.com
KN HOTELS Management