Masalah yang paling sering dikeluhkan oleh tamu hotel adalah Pelayanan sehingga dalam review Online Travel Agent selalu menyertakan aspek pelayanan yang harus dinilai oleh para tamu. Masalah pelayanan juga yang membedakan antara hotel yang dikelola secara independent dan hotel yang dikelola oleh operator. Pada umumnya karyawan hotel yang dikelola oleh operator hotel mendapatkan training secara berkelanjutan yang dilakukan oleh Corporate Office sedangkan hotel independent tidak mendapatkannya.
KN MANAGEMENT memiliki divisi Training yang dapat memberikan inhouse training kepada karyawan hotel.
MATERI TRAINING MELIPUTI:
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.Understanding the Guest
Mengetahui tentang needs & wants-nya tamu hotel serta bertindak berdasarkan needs & wants tersebut.
4.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.
EFFECTIVE SUPERVISORY TRAINING for Hotel Employee
Training Module
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:
- Definition of Management
- Process of Management
- Levels of Management
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:
- Duties
- Responsibilities
- Skills Needed
- Keys to Successful Supervisory
Supervisor & Leadership
As part of management team, supervisors need to know and implement leadership is their role, these are the objective of module 3:
- Definition
- Leadership Style
- Leadership Power
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
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
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.
- Supervisor & Communication Process
- Supervisor & Motivational Techniques
- Supervisor & Disciplinary Process
- Supervisor & Conflict Resolution
- Supervisor & Employee Groups
For inquiry please contact us at :0812-1364-3814
or via email:
info@knhotels.com
KN MANAGEMENT
KN MANAGEMENT 