1
1. Executive Summary
At Taylor’s University, our mandate for academic excellence is driven by the need to make a difference. Taylor’s University has constantly expanded its developmental horizons to keep ahead of the times, while remaining steadfast to its core purpose. As a result, Taylor’s University teaching philosophy is centered on its unwavering focus to educate and assist its students to take their productive places as leaders in the global hospitality industry which led to the development of the Student Employment Programme (STEP) and Future General Managers programme (GeM). Taylor’s School of Hospitality, Tourism & Culinary Arts (TCHT) has developed a strategic collaborative model that enables its graduates to fast-track their careers into management position with world class hotel brands. To achieve these noble objectives, two structured training programmes have been created namely Student Employment Programme (STEP) and Future General Manager Programme (GeM). This paper attempts to share the mechanics and processes that allow selected students, during their bachelor’s degree programme to be trained and groomed by industry experts and be enculturalised into the companies’ mission, vision and corporate values that enable fresh graduates to hold management positions upon graduation.
2. Initiative Contents & Goals
Student Employment Programme (STEP) STEP is a unique training programme that allows industry partners to identify students as a potential talent two years before they graduate. Through this avenue, members of the industry gain access to second year students who are taken onboard world’s leading hotels as student-employees and inculcated with the hotel’s business philosophies. This experience provides students with valuable industry insights and training before they graduate. To date, TCHT has signed six Memorandum of Understanding (MoU) with top hotel groups namely Shangri- La Hotels and Resorts, Hilton Hotels Worldwide, Mandarin Oriental Hotel Group, Starwood Hotels and Resorts and Accor Hotels. And most recently on the 18th of September, TCHT signed the sixth MoU with InterContinental Hotel Group (IHG). The programme is designed to provide an opportunity for students to build relationship with the respective industry partners and upon graduation and by fulfilling the recruitment criteria set by the partners, graduates will be offered a middle management position or accepted into a management trainee position. Future General Managers programme (GeM) GeM is a comprehensive management and leadership development programme designed by Taylor’s University to groom aspiring hospitality management students into promising young hoteliers of the future. It fosters an entrepreneurial spirit and mindset in our student, to prepare them for senior management positions. The selection process and duration is similar to STEP, the differences is in the training programme. The training program is based on a set of competencies and sub-competencies to enable students to lead and make decisions as a General Manager. These competencies are further discussed later in this paper. To date, TCHT has signed six Memorandum of Understanding (MoU) with mid-range hotel groups namely Compass Hospitality, Tune Hotels, Dorsett Hospitality International, Swiss Garden International, The Wolo Hotel (Empire Group), and Accor Hotels – Ibis. Upon graduation and by fulfilling the recruitment criteria, graduates will be offered a hotel executive management position or accepted into a management trainee position.
2
3. Objectives The objective of STEP and GeM is to fast-track the careers of Taylor’s University’s hospitality graduates into management position with top international hotel chains upon graduation.
4. Target Audience STEP and GeM are designed for students in semester three and who are currently pursuing their Bachelor of International Hospitality Management (Hons) at Taylor’s University.
SECTION – 1
5. Evolution of Programme with Hotel Partners and Dates -STEP The evolution of both programmes began in 2010 with the signing of Memorandum of Understanding (MoU) with Shangri-La Hotels & Resorts for Student Employment Programme (STEP)and the most recent MoU was signed with Accor Malaysia, Indonesia & Singapore in September 2014. The table below illustrates the evolution of partner hotels and statistic on student numbers that has successfully been adopted into the program.
Table 1. Participating Hotels -STEP
No. MoU Date
Companies No. of Applicants
No. Shortlisted
No. Adopted
No. of Trainings
1 29.09.2010 Shangri-La Hotels and Resorts
55 30 16 14
2 19.08.2011 Hilton Hotels World wide
35 15 15 9
3 20.09.2012 Mandarin Oriental Hotel 32 12 12 11
4 05.06.2013 Starwood Hotels and Resorts
39 24 12 9
5 26.09.2014 Accor Hotels (Ibis) 8 5 3
6. 18.09.2015 InterContinental Hotel Group (IHG)
- - - -
In addition, below are the sequence of partnership photos and training programmes in
collaboration with the participating partners (hotels).
3
5.1 Chronological Order of the program
The chronological order of the program starts with the application process where students apply their interest with the schools hospitality faculty via a registration form (Appendix 1). Student’s application will then be filtered to ensure the minimum requirements are met, after which the eligible application is shortlisted. The shortlisted applicants will then attend an interview session with the Deputy Dean and Program Director of the faculty and a final interview is arranged with the partners. Upon successful interview, the students will be notified of their acceptance into the programme. Typically 15-17 students will be selected and adopted by the partners, these students will be grouped into a dedicated class (ie: The Shangri-La Class). This group of students will then attend an adoption ceremony where they are officially accepted and given a certificate of acceptance. After the adoption, a series of compulsory programmes will be carried out 6 times per year and students will participate in specially designed training sessions, workshops and seminars, organised by the industry partner. In addition, the selected students will undergo both their Internships in the final two years of their Bachelor Programme with the partner properties. Typically the first internship is offered in any of the partner properties within Malaysia and the final internship is placed at any of the partner’s properties in South East Asia or worldwide. Upon completion of the final internship and by fulfilling the partner’s recruitment criteria, these students will be offered a middle management or management trainee position. The below chronological order of the program is laid out for each of the 6 partners.
4
6. SHANGRI-LA HOTELS AND RESORTS
Signing of Memorandum of Understanding – Shangri-La Hotels and Resorts
From left: Mr. Andrew Quay, DOHR Traders KL, Mr. YeohTay Boon, Deputy Dean, Hospitality Management at TCHT, Mr Markus Iseli, Hotel Manager Shangri-La KL, Mr. Neethiahnanthan Ari Ragavan, Dean of TCHT, Mr. Christopher Raj,
Area Director of HR, Shangri-La Malaysia, Ms. Ruby Gong, DOHR Shangri-La KL and Mr. CV Healy, General Manager, Shangri-La Putrajaya posed after the STEP signing ceremony.
Shangri-La
Hong Kong-based Shangri-La Hotels and Resorts is Asia Pacific's leading luxury hotel group and regarded as one of the world's finest hotel ownership and management companies. Beginning with its first deluxe hotel in Singapore in 1971, Shangri-La today has 68 hotels and resorts throughout Asia Pacific, North America and the Middle East, representing a room inventory of over 30,000. In addition, new hotels are under development in Austria, Canada, mainland China, France, India, Macau, Philippines, Qatar, Seychelles, Turkey and United Kingdom.
5
Table 6.1 Chronological order of Shangri-La Selection process
29th Sept 2010 Signing of Memorandum of Understanding
29th April 2011 Submission of Application Form
30th May 2011 Release of 1st Shortlisted Candidates List
3rd June 2011 Briefing on Interview for Shortlisted Candidates
5th June 2011 Interview by Shangri-La Hotel and Resort; Traders Hotel Human Resource
7th June 2011 Release of Successful Candidates List
20th June 2011 Adoption and Certificate presentation ceremony at Shangri-La Hotel Kuala Lumpur
Adoption Ceremony (Batch 1) – Shangri-La Hotels
Adoption Ceremony (Batch 2)
Shangri-La Hotels 20th June, 2013
6
TABLE 6.2 List of Adopted Students – Batch 1
No Names Nationality
1 Cai Peng (Brian) China
2 Cindy Indonesia
3 Tan Hui Phing (Crystal) Malaysia
4 Jasmine Binti Redzuan Yee Malaysia
5 Jiang Ziwen (Mona) China
6 Lee Chao Yang Malaysia
7 Lee See Wan (Isabella) Malaysia
8 Lim EunJi Korea
9 Lim FaeVian China
10 Lim Zi Qi (Ruth) China
11 Ma Hai Jun (Yusuf) Malaysia
12 Sim Mui Shin (Michelle) Malaysia
13 Soo Shirlee Malaysia
14 Tan Kiat Lym (Charmaine) Malaysia
15 Yeoh Han Quan China
16 Yong Lik Chin (Adrian) Malaysia
7
Table 6.3 Training Programmes for Shangri-La STEP Candidates
No Date Training Type Program Description Trainer
1
05/09/2013
Shang Care 1 Shangri-La Hospitality Understanding guests' high expectations and to exceed their expectations using the Core Values of Shangri-La Hospitality
Mr. Teo Wei Sheng
2 26/09/2013 Shang Care 2 Delighting and Engaging Guests To understand the importance and able to demonstrate the key drivers of guests delights and engagement to build guest loyalty
Mr. Hadafy
3 10/10/2013 Shang Care 3 Taking Ownership To describe and demonstrate taking ownership to show care for our guests, colleagues and company
Ms. Karen
4 31/10/2013 Shang Care 4 Recover to Gain Loyalty To provide skills in handling guest complaints and to build guest trust and loyalty to the brand.
Mr. Jared
5 14/11/2013 SmarTraders Understanding guests' high expectations and to exceed their expectations using the Core Values of Traderian Culture while developing yourself through Traderian culture.
Mr. Jon Teoh
6 08/05/2014 SUPEX 1 Supervisory Excellence (SUPEX) The aim of this programme is to help supervisors and managers develop their leadership and inter-personal skills, in a customer focused environment. Each module contains specific objectives for participants to achieve. These objectives are focused upon developing particular leadership skills in the workplace.
Mr. Derek Loh
7 29/05/2014 SUPEX 2 Mr. Cheng Ji
8 12/06/2014 SUPEX 3
9 26/06/2014 SUPEX 4 Mr. Teo Wei Sheng
10 12/09/2014 SUPEX 5 Mr. Cheng Ji
11 26/09/2014 SUPEX 6
12 10/10/2014 SUPEX 7
13 24/10/2014 SUPEX 8
14 07/11/2014 SUPEX 9
8
6.4 Training Programmes Pictures – Shangri-La Shang Care Program and SUPEX
The aim of this programme is to help supervisors and managers develop their leadership and inter-personal skills, in a customer focused environment. Each module contains specific objectives for participants to achieve. These objectives are focused upon developing particular leadership skills in the workplace.
9
6.5 Field Trip Training session at Port Dickson
Port Dickson 3 days 2 nights trip… BONDING TIME!!
10
6.6 Brochures– Shangri-La
Front Cover
Inner Cover
11
7. HILTON HOTELS WORLDWIDE
Hilton Hotels Worldwide
Hilton Worldwide offers business and leisure travelers the _nest in accommodations, service, amenities and value. Since Conrad Hilton bought his first hotel in 1919 in Cisco, Texas, we have expanded geographically, produced original hotel and travel concepts, and developed innovative technologies to enhance the guest experience. Today Hilton Worldwide is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels.
With more than 3,750 hotels in 84 countries, our trusted portfolio of hotel brands includes Waldorf Astoria Hotels & Resorts, Conrad Hotels & Resorts, Hilton Hotels & Resorts, DoubleTree by Hilton, Embassy Suites Hotels, Hilton Garden Inn, Hampton Hotels, Homewood Suites by Hilton, Home2 Suites by Hilton and Hilton Grand Vacations. Since our founding 92 years ago, Hilton Worldwide's commitment to creating exceptional guest experiences remains unchanged, and our more than 130,000 team members continue to bring the highest quality of service to the world's visitors.
Table 7.1 Chronological order of Hilton STEP 2 (BH6) Selection process
10 August 2011 Signing of Memorandum of Understanding (MoU)
09 October 2013 Presentation of Hilton STEP Programme
16 October 2013 Submission of Application Form
18th October 2013 Release of 1st Shortlisted Candidates List
23rd October 2013 Interview by Hilton
4th October 2013 Release of Successful Candidates List
12
7.2 Signing of Memorandum of Understanding - Hilton Hotels Worldwide
19th August 2011
13
7.3 Adoption Ceremony
Hilton Worldwide Batch 1– 16+16 students at the Adoption Ceremony
Hilton Worldwide Batch 2- 15 students at the Adoption Ceremony
14
7.4 List of Students - Batch 1
No Name Student ID Country of
Origin
1 Lisa Veronica 304257 Indonesia
2 Petra Nia Sepbianto 302735 Indonesia
3 Intan 302974 Indonesia
4 Elissa NoviaSuryadi 311437 Indonesia
5 Nadia 312175 Indonesia
6 Indra Mario Chandra 316549 Indonesia
7 Cindy RamandhaniPermataSahid 317114 Indonesia
8 Cindy RamandhaniMutiaraSahid 317113 Indonesia
9 Audrey Marthyna 309237 Indonesia
10 Lily Yunsiana 312215 Indonesia
11 Evelyn 312300 Indonesia
12 Novia 311324 Indonesia
13 Hermilia Amanda 311590 Indonesia
14 Maria Kartika Wati 307828 Indonesia
15 Krisna 310409 Indonesia
16 Anita Anggraeni 309677 Indonesia
17 Delicia 312242 Indonesia
18 Januruliana Yang 311544 Indonesia
19 Davin Pranoto 312255 Indonesia
20 Pan Jieyang 307595 China
21 Yin Dawei 309307 China
22 Zhou Nan 309634 China
23 Ma Teng 306331 China
24 Felicia Chai Hui Lu 312410 Malaysia
25 Cha Hup Ping 312722 Malaysia
26 Tan Geok Wah 312397 Malaysia
27 Soh Jing En 309059 Malaysia
28 ChiewChooi Mei 312566 Malaysia
29 Lim KwaiWoh 316675 Malaysia
30 Bryan TisiysUbu 316510 Malaysia
31 Ashveen Kaur Boparoy 312743 Malaysia
32 Hoo Sheng Siang 310327 Malaysia
15
7.5 List of Students - Batch 2
No Name Student ID Origin
1 Lisa Veronica 304257 Indonesia
2 Petra Nia Sepbianto 302735 Indonesia
3 Nadia 312175 Indonesia
4 Cindy RamandhaniPermataSahid 317114 Indonesia
5 Audrey Marthyna 309237 Indonesia
6 Evelyn 312300 Indonesia
7 Maria Kartika Wati 307828 Indonesia
8 Davin Pranoto 312255 Indonesia
9 Felicia Chai Hui Lu 312410 Malaysia
10 Cha Hup Ping 312722 Malaysia
11 ChiewChooi Mei 312566 Malaysia
12 Tang Ming Xin 310623 Malaysia
13 Tang Ching Ching 302518 Malaysia
14 Brandon Hoo Sheng Siang 310317 Malaysia
15 Ashveen Kaur Boparoy 312743 Malaysia
7.6 Training Programmes for STEP by Hilton
No Date Training Type Trainer Location
1 25/04/20 14 Introduction to Leadership 1 Mr. Kumar (TM) Hilton PJ
2 31/05/20 14 Leading your Team Mr. Kumar Hilton PJ
3 20 /06/ 2014 Time Matters Mr. Kumar Hilton PJ
4 Oct, 2014 Revenue management Mr. Kumar Double TreeKL
5 Nov, 2014 Communication and change management
Mr. Kumar Double TreeKL
16
7.7 Training sessions at Hilton Hotel
STEP trainees were required to play a game with a group of 5 people. The objective of the game is to manage awareness about time. The task is to build a freestanding structure to hold a full bottle of wine over a designated area, using only flipchart paper and tape. All the items that they use to make their structure will cost them money, as will the amount of time they take to complete the task. This game taught us to be aware in planning and organizing. A good plan could provide a good result. In this task, thinking, communication and interpersonal skills are needed.
17
Training Programme Pictures by Hilton
Leadership training at Hilton Hotel Petaling Jaya
18
Training session at Double Tree Kuala Lumpur
Feedback by some students about the trainings
“From the training, I learned to become a person who is able to adapt to changes when things happen in my life. I realized we have to
be flexible and ready to any changes so that we can accept and adjust ourselves accordingly. Apart from that, I also understand the
importance of keeping calm and behave positively to the changes. By doing so, we will be able to keep up and stay in track for what we
do in life. Overall, I really appreciate the training and I believe it will be very useful for my life in the future”
“In last three months, i had my training in Double Tree by Hilton KL. I really love the way they taught and guided. The trainers were
professional and knowledgeable. I learnt a lot of new knowledge and conception from them. Besides that, the way they taught was very
interesting and funny; they arranged few games and foods for us in between the training session. Love it!”
“The trainings conducted in Double Tree Kuala Lumpur by Hilton were fun and interesting. The trainers used a way which is conducting
games all the time to attract our full attention which i personally think is good. The games designed with the implementation of the
lesson's values, therefore apart from having fun, we were also learning”
19
7.8 Brochure – Hilton Worldwide
Front Cover
Back Cover
20
8. MANDARIN ORIENTAL HOTEL GROUP (MOHG)
MANDARIN ORIENTAL HOTEL
Mandarin Oriental Hotel Group is the award winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world
Increasingly recognized for creating some of the world’s most sought-after properties, the Group
provides 21st century luxury with oriental charm. Above all, Mandarin Oriental is renowned for
creating unique hotels through distinctive design and a strong sense of place, luxury hotels
right for their time and place.
The Group regularly receives international recognition and awards for quality management and
legendary service hospitality.
Table 8.1 Chronological order of MOHG STEP Selection process:
No Date
1 30th Sept 2012 Signing of Memorandum of Understanding
2 4th Oct 2013 MOHG STEP Programme Presentation
3 11th Oct 2013 Submission of Application Form
4 18th Oct 2013 Release of 1st Shortlisted Candidates List
5 29th Oct 2013 Interview session by MOHG
6 30th Oct 2013 Release of Successful Candidates List
7 16th Dec 2013 Adoption ceremony: STEP 2
21
8.2 Signing of Memorandum of Understanding - Hilton Hotels Worldwide
(from Left - Right) Dr. Perry Hobson, Pro-Vice Chancellor, Division of Hospitality, Tourism and Culinary Arts;
Mr. Pradeep Nair, Deputy Vice Chancellor of Taylor’s University; Ms. Jacqueline Moyse,
Head of Organisational Development, MOHG and Ms. Penny Kok, Director of Human Resources,
Mandarin Oriental Kuala Lumpur posed after the signing ceremony.
22
8.3 Adoption Ceremony
Students of the first MOHG STEP Class, representatives from both TCHT and MOHG posed
after the adoption ceremony held at Mandarin Oriental Kuala Lumpur.
23
8.4 List of Students - MANDARIN ORIENTAL, KUALA LUMPUR
No Name Student ID Nationality
1 Tan Hui Ping 302464 Malaysia
2 Tan Geok Wah 312397 Malaysia
3 Chin Joon Ming 1001G76969 Malaysia
4 Lim Kwai Woh (Wilson) 316675 Malaysia
5 Nazqu lIbragimova 312031 Kazakhstn
6 Fiona Fransiska 311337 Indonesia
7 Intan 302974 Indonesia
8 Angel Lai Yin Cheng 312204 Malaysia
9 Goh See Earn 312897 Malaysia
10 Ribka Marchella Limantara 309243 Indonesia
11 Huang Zejun 310742 China
12 Nur Ili Binti Saharuddin 301684 Malaysia
24
8.5 Training Programmes for Mandarin Oriental STEP Candidates
Date Agenda Description Venue
Jan – Apr 2013 Internship in Mandarin Oriental Kuala Lumpur
(MOKL)
All STEP 1 students went for their internship in MOKL. They were exposed with trainings in
admin and operation of the hotel.
MOKL
12th April 2013
Guest Recognition Programme
Types of audits in Mandarin Oriental Hotel Group
(MOHG)
Types of audit in MOHG TU
10th May 2013 Basic Supervisors /
Managers Skills Training
Training on leadership, teamwork and team organization
TU
21st June 2013 Introduction to MOHG
competencies MOHG Standards & SOP TU
19th July 2013 Talk by selected EXCo / DH'
A Sharing experience, ideas &
knowledge MOKL
27th September 2013
Exploring your role MOHG Standards & SOP MOKL
25th October 2013
Effective Communication Skills
The purpose of this training is to allow the students to experience the hotel culture and facilities for
better observation and understanding. At the same time the students have the opportunity
to meet up with all head of department and share their
knowledge and information with the students.
MOKL
6th December 2013
Directing & Motivation & Coaching & Feedback
Training on leadership, teamwork and team organization
TU/MOKL
25
8.6 MOHG STEP1 Trainings : April – September 2014
Date Agenda Description Venue
April Problem Solving / Time Management Soft Skills Lake Side Campus
May Driving Standards & Results / Self
Development Action Soft Skills
Lake Side Campus
June / July Presenting for Success (Mini Version) Soft Skills Lake Side Campus
September 2nd Industrial Training MOHG Properties
Southeast Asia MOHG
Every Monday
Weekly meeting with STEP students - updates on issues
The purpose of this meeting is to share, exchange & support
each other in any area or issue that been
raise up. This meeting will be also use to build & maintain
relationship as a team.
TU / Outdoor Activities
26
8.7 Mandarin Oriental STEP Candidates - Training Session Pictures
27
9. STARWOOD HOTELS AND RESORTS
Starwood Hotels & Resorts
Starwood Hotels & Resorts Worldwide, Inc. is one of the leading hotel and leisure companies in
the world with more than 1,200 properties in some 100 countries and over 180,000 employees at
its owned and managed properties. Starwood is a fully integrated owner, operator and franchisor of
hotels, resorts and residences with the following internationally renowned brands: St. Regis®, The
Luxury Collection®, W®, Westin®, Le Méridien®, Sheraton®, Four Points® by Sheraton, Aloft®,
element®, and the recently introduced Tribute PortfolioTM. The Company boasts one of the
industry’s leading loyalty programs, Starwood Preferred Guest (SPG ®), allowing members to earn
and redeem points for room stays, room upgrades and flights, with no blackout dates. Starwood
recently announced plans to spin off its Starwood Vacation Ownership, Inc. business, a premier
provider of world-class vacation experiences through villa-style resorts and privileged access to
Starwood brands, into a standalone public company by the end of 2015.
Table 9.1 Chronological order of STARWOOD STEP Programme (First Batch) Selection
process
Date Progression
5thJun 2013 STARWOOD STEP Programme Presentation and MoU Signing Ceremony
19thJun 2013 Submission of Application Form Dateline
24th Jun 2013 Release of 1st Shortlisted Candidates List
5th Jul 2013 1stInterview at Taylor’s University by STARWOOD Training Managers
9th July2013 Release of 2nd Shortlisted Candidates List
15th Jul 2013 2ndInterview at Aloft KL by STARWOOD GMs from KL Properties.
24th Jul 2013 Release of Successful Candidates List
17thOct 2013 STARWOOD STEP Adoption Ceremony
28
9.2 Memorandum of Understanding Ceremony - 5th June, 2013
Mr. Pradeep Nair, Deputy Vice Chancellor, Taylor’s University (2nd
from left) and Mr. Chuck Abbot, Regional
Vice President, SEA, Starwood Hotels & Resorts (2nd
from right) were the signatories for the STEP
programme while Mr. Neethiahnanthan A.R., Dean of TCHT (1st from left) and Mr. Harvey Thompson,
General Manager of Le Meridien Kuala Lumpur (1st from right) singed as witnesses.
Group picture of the Management team from Taylor’s with Starwood Hotels and Resorts
29
9.3 List of Student Accepted and Adopted by Starwood Hotels & Resorts
No Name Student ID Gender Country of Origin
1 Angeline The 308324 F Indonesia
2 Deng Bai Ya 303347 M China
3 Jackson Tong 1004JH88852 M Malaysia
4 Kong Yu 1010E11317 F China
5 Liew Ping Lu 1007JH89459 F Malaysia
6 Liu Jin Ting 306171 F China
7 Ng Carmen 302647 F Malaysia
8 Shakib Marwan Saeed Basalem 1007JD89684 M Yemen
9 Soh ChoorEan 0908H74499 M Malaysia
10 Tan Khai Xin 302483 F Malaysia
11 Yap ChernShung 1007JH89530 M Malaysia
12 Zhu XiangYu 306385 F China
9.4 Adoption Ceremony – Starwood Hotels & Resorts
30
9.5 Training Programme for STEP candidates
DATE TRAINING MODULE CONTENTS OBJECTIVE
9 Oct 13 “YOUR
STARWOOD JOURNEY”
• Starwood Journey • History of Starwood • Global Personalisation
@ Starwood program • The 9 brands under
Starwood
• Understand the Starwood Journey
• Get to know the Starwood history
• Use your knowledge to create personalized experiences
• Identify with the different lifestyle brands
23 Oct 13
“ SERVICE CULTURE
TRAINING - BRAND
IMMERSION MODULES TRAINING
WORKSHOP”
LOYALTY BEYOND REASON • Brand excellence • Service profit change • The guests • Human truths
INSPIRED TO BE OUR BEST
• Brand positioning • Core values • Everything
communicates
• Understand branding and its link to guest loyalty
• Understand the dynamics of the Service-Profit Chain
• Identify The Guests • Identify how The Human
Truths relate to the guest and associate experience
• Understand the difference core values for each brand
20 Nov 13
“ SERVICE CULTURE
TRAINING - EXPERIENCE
MODULES TRAINING
WORKSHOP”
EXPERIENCE MODULES
• People, Place, Process • Enriching Experiences • Trip Personas • Needs, Wants and
Expectations • Power of Consistent
Behaviors • Exceeding Expectations • Emotional Connections • Emotional Intelligence • Social Styles • Service netting • Service recovery
• Understand how everything communicates
• Implement enriching experiences
• Understand what is EQ • Identify own social
styles • Understand what is
service netting • Understand what is
service recovery
31
9.6 Training Programmes - 2014
DATE TRAINING
MODULE
CONTENTS OBJECTIVE
18 April
2014
Process
Simulation
Another way to understand
processes
When processes go wrong
Adopt a process mindset
Consider the implications of
change
Gather feedback and refine your
process
Think collaboratively
Understand implementation
obstacles
Put the new process into action
To understand process
management steps that will
enable the team to implement it
“on day to day work”
Have the opportunity to
experience & use some of the
Operational Excellence &
Starwood Cares tools
To see process from different
view (guest eyes)
9 May
2014
Leading &
Motivating
Planning and budgeting versus
setting a direction
Organizing and staffing versus
aligning people
Controlling and problem solving
versus motivating and inspiring
Emotional intelligence capabilities
Leadership styles
Characteristics of an effective
vision
Celebrate successes
Distinguish between managing and leading
Recognize the skills and characteristics of leaders
Understand that leaders use different styles
Create an inspiring vision and align people to achieve it
Understand what motivates
people, and how to foster an
inspiring work environment
32
6 June
2014
Harvard
Manage
Mentor: Goal
Setting & Time
Management
Types of goals
Goal alignment
Identify potential goals
Prioritize your goals
Strategies for success
Set goals for yourself
Monitor goal achievement
Analyze patterns of time use
Identify ways to improve your use
of time
Schedule overloading
Build flexibility into your schedule
Use your priorities to set effective goals
Plan for obstacles in achieving goals
Monitor implementation of your
goals
Evaluate your process for
achieving goals
Analyze how you currently spend your time and pinpoint opportunities for improvement
Identify which tasks are most critical to achieving your long-term goals
Plan your time efficiently using scheduling tools
Control time-wasters
10 Oct
2014
L.E.A.R.N Listening Actively
Empathy
Apologizing
Respecting guest
Notifying on a complaint
To understand the sequence of
how to handle recovery using
the LEARN Concept
17 Oct
2014
Service
Commitments
What is loyalty and why does it
matters
80 percent of our life is emotion,
and only 20
percent is intellect
Impact of having a loyal guest
The power of emotions
A chain of care
Social Media – a global
communication platform
What loyalty is and why it
matters
The importance of emotional
connections in building loyalty
The Human Truths - a tool for
connecting emotionally with
each other and guests
7 Nov
2014
Emotional
Intelligence
People, Place, Process
Enriching Experiences
Trip Personas
Needs, Wants and Expectations
Power of Consistent Behaviors
Exceeding Expectations
Emotional Connections
Emotional Intelligence
Social Styles
Service netting
Service recovery
Understand how everything
communicates
Implement enriching
experiences
Understand what is EQ
Identify own social styles
Understand what is service
netting
Understand what is service
recovery
33
9.7 Training Programmes Pictures
34
9.8 Brochure
Front Cover
Back Cover
35
10. ACCOR HOTELS
ACCOR HOTELS
Accor, the world's leading hotel operator and market leader in Europe, is present in 92 countries with more than 3,700 hotels and 480,000 rooms. With more than 170,000 employees in Accor brand hotels worldwide, the Group offers to its clients and partners nearly 45 years of know-how and expertise Accor provides an extensive offer including complementary brands from luxury to economythat are recognized and appreciated around the world for their service quality: Sofitel, Pullman, MGallery, Novotel, Suite Novotel, Mercure, ibis, ibis Styles, ibis budget, hotelF1 as well as Thalassa sea & spa. Accor was the first partnership that Taylor’s had signed an MoU for both STEP &GeM programmes. The rationale is that Accor has an array of hotels that ranges from 5 star hotels to budget hotels. This would require Accor to identify and select students for both type of hotel set-up, hence the first partnership with 2 programmes.
Chronological order of Accor STEP &GeM Programme Selection process
15th October 2014 Submission of Application Form
20th October 2014 1st Interview session by TCHT Faculty
23th October 2014 Release of 1stInterview Shortlisted Candidates List
27th October 2014 Briefing on GeMulation and 2ndInterview for Shortlisted Candidates
29th – 30th October 2014 GeMulation and 2nd Interview by Partner hotels
4th November 2014 Release of Successful Candidates List
1st December 2014 Adoption and Certificate presentation ceremony at Taylor’s University
36
Memorandum of Understanding (MoU) 26th September 2014
Signing of Memorandum of Understanding
On this very day, the Regional Director of Accor, Mr. Graeme Ham shared with Taylor’s that
Accor’s expansion plans for Indonesia is growing fast and that they would like to adopt another
batch of students focusing primarily for the Indonesian market. With that, Taylor’s and Accor
signed a new MoU that focuses in creating opportunity for Indonesian nationality students to
secure employment and feed into Accor’s Indonesian expansion plans.
37
Signing Ceremony of Strategic Partnership between Taylor’s University and Accor Hotels (Indonesian Chapter)
15 November 2014 @ Pullman Jakarta Central Park Hotel
Signing ceremony at Pullman Jakarta witnessed by His Excellency Dato’ Seri Zahrain Mohamed Hashim, Malaysian Ambassador to Jakarta
Accor Adoption Ceremony - 1st December 2015
38
Accor Adoption Ceremony - 1st December 2015
The Accor adoption ceremony was held at Pullman Putrajaya Hotel.
39
Brochure - Accor
Front Cover
Back Cover
40
SECTION 2
Taylor’s University School of Hospitality, Tourism and Culinary Arts (TCHT), Southeast Asia’s
leading hospitality and tourism management school, has embarked on strategic collaboration
programme aimed at grooming aspiring hospitality management students into promising young
hoteliers through a specially tailored-programme called Future General Manager Programme
(GeM).
Future General Manager (GeM) Program is a comprehensive management and leadership
development programme designed by Taylor’s University to groom aspiring hospitality
management students into promising young hoteliers of the future. It fosters an entrepreneurial
spirit and mindset in our student, to prepare them for senior management positions. The selection
process and duration is similar to STEP, the differences is in the training programme. The training
program is based on a set of competencies and sub-competencies to enable students to lead and
make decisions as a General Manager.
GeM is designed for students, who not only excels academically, but also shines in other areas
and possess a positive attitude and professional skills. Ruemz Hotel which is a hotel run by
Taylor’s School of Hospitality, Tourism & Culinary Arts, plays an important role in the GeM
programme, serving as an incubator or life classroom laboratory. This 84-room on-campus hotel
provides research and experimental functions for the industry. Ruemz hotel gives students a
hands-on, cross-functional exposure in the hotel’s various departments, as well as a holistic
perspective of managing its day-to-day operations.
Students are required to complete a number of paid working hours at Ruemz Hotel for each
semester of their studies, which will cover both functional and managerial roles. The number of
hours to be completed by the students can be undertaken after classes or during the weekends
and holidays as the case may be. More importantly, students have the opportunity to complete two
internships during the programme – the first at Ruemz, which is focused on “supervisory roles and
responsibilities”, and the second at selected partner hotels. Upon successful completion of the
programme, they will be provided an opportunity for full-time employment in the role of hotel
executive.
41
What it entails?
It is intended for High Potential Students selected from our vast Talent Pool and it is
designed to grow and develop our future Hotel Manager
The students will undergo a structured training and development programme based on
the GM competencies identified while studying at Taylor’s University
They will be groomed through individual project, special assignments, attend classrooms
lectures, workshops & training programmes and on-the-job training
They will be assigned to mentors comprising academic & industry leaders (General
Managers) and will be given feedback sessions and on-the-job exposure and coaching
The students will be selected by our industry partners during the interview conducted
during Year 2 (Degree)
The students will start their employment with the partner’s hotel in a full time capacity right
after the final internship
The final internship (4-6 months) will be at the partner’s hotel
They will be offered the position of “Hotel Executive” (a junior executive roles or Hotel
Manager in training)
Taylor’s University will work closely with our industry partners to chart the “Hotel Manager
Career Path” and also to assist in developing the “Hotel Manager Development
Programme” for our partner’s hotel
Process for GeM Programme
Sign Memorandum of Understanding (MoU)
Endorse 3 students at the start of their two year Bachelor Degree program
Students will apply and go thorough series of interviews and tests conducted by TU &
Partner hotel.
Successful applicants will be grouped into a dedicated class, “The GeM Class”
Partner to provide a minimum of 3 trainings per semester to create brand awareness and
allow great visibility to students with the partners identity
Partner will have all 3 students undergo their final internship in any of its property
Partner will have the opportunity to know the students during the two years, follow their
scholar progressions and also monitor them during internships
Upon graduation and fulfilling partners recruitment criteria, students will be given priority for
employment at an Executive level or into Management Training Program any of its property
42
Partners Benefit
This will allow Partner to plan ahead with the recruitment of new talents two years in
advance
Partner will be the hub to groom Taylor’s graduates for the expansion plans for its
Worldwide or South East Asian properties
Partner will get an opportunity to train, groom and put students through the process of
‘enculturation’ with the group’s vision, mission and guiding principles throughout the
duration of their 2 year studies
Partner will be able to select students from different nationalities 2 years in advance for
future expansion plans to be placed in any of its new Worldwide or South East Asian
properties
Students Benefit
Undergo a structured training and development programme based on identified general
manager GeM competencies during the student’s studies in the hospitality management
programme.
Enjoy hands-on training opportunities in designated departments at Ruemz Hotel, Taylor’s
own teaching and innovation hotel, and an internship at selected partner hotels.
Gain knowledge and skills through various ways, such as individual projects, special
assignments, lectures, workshops, training programmes and on the job training.
Receive valuable mentoring by academic and industry leaders, and benefit from feedback
sessions and on-the-job exposure and coaching.
Shadow heads of departments at Ruemz hotel in the student’s final year studies to expand
leadership and management skills, and broaden general business knowledge.
43
General Managers Competencies
GM competencies are the framework of the General Manager’s knowledge, skills abilities and characteristics that contribute to his/her success in the job. By identifying these competencies, we are able to structure the GeM programme to systematically prepare students to assume leadership roles as future hotel managers. They will be equipped with these competencies through workshops, seminars, lectures, special projects and assignments, and mentoring and coaching by appointed academic and industry leaders, such as general managers. The General Manager Competencies (GMCs) include the following:
44
GeM Core Competencies
The Core Competencies the then further broken down into the following sub-competencies. These
sub competencies are a set of training programs that is shared between Taylor’s through its Centre
for Continuing Professional education and the Partner.
45
Launch of the Future General Manager Programme and
Memorandum of Understanding (MoU) Event
(from left) Prof. Dr. Perry Hobson, Pro-Vice Chancellor of Taylor’s University; Mr. Pradeep Nair,
Deputy Vice Chancellor of Taylor’s University, Dr. TR Warran, Group Director of Corporate Affairs,
Trinidad Holdings Sendirian Berhad; Mr. Harmil Singh, President and Chief Executive Officer, Compass
Hospitality; Mr. Anwar Ali Jumabhoy, Director of Operations, Tune Hotels and Mr. Neethiahnanthan A.R.,
Dean of Taylor’s University School of Hospitality, Tourism and Culinary Art posed after the signing ceremony
as they launch the GeM programme.
46
GeM 1 Adoption Ceremony
Representatives from Taylor’s University School of Hospitality, Tourism and Culinary Arts, Best Western
Malaysia, Compass Hospitality and Tune Hotels with the chosen students posed for a group photo after the
ceremony.
47
GeM 2 Signing Ceremony – 30th April 2014
Taylor’s School of Hospitality, Tourism & Culinary Arts has achieved yet another milestone towards industry collaboration, with the recent signing of GeM (Future General Manager Program) with three more leading hotel chain in Malaysia, Empire Group of Hotels, Dorsett Hotels International & Swiss Garden Hotels & Resorts. This Strategic Partnership is the 2nd of its kind that we have cemented since the signing and partnership with the first GeM partnership with Best Western Hotels, Compass Hospitality & Tune Hotels.
(from left) Mr. Haresh Singh Gill, Associate Dean – Enterprise & Industry; Dr. Pradeep Nair,
Deputy Vice Chancellor of Taylor’s University, Datin Jasmine Heng Abdullah, Vice President, Dorsett
Hospitality International; Mr. Ricky Ho, General Manager – Empire Group of Hotels; Mr. Sherman Chow;
Director of Human Resources, Swiss Garden Hotels; and Mr. Neethiahnanthan A.R., Dean of Taylor’s
University School of Hospitality, Tourism and Culinary Art posed after the signing ceremony.
48
GeM (Batch 1) Chronological Order of Compass Hospitality, Tune Hotels
1st May 2013 Submission of Application Form
16th May 2013 1st Interview session by TCHT Faculty
21st May 2013 Release of 1stInterview Shortlisted Candidates List
27th May 2013 Briefing on GeMulation and 2ndInterview for Shortlisted Candidates
30th-31st May 2013 GeMulation and 2nd Interview by Partner hotels
18th June 2013 Release of Successful Candidates List
21st June 2013 Adoption and Certificate presentation ceremony at Taylor’s University
GeM 1 – Selected Students and Training Programme
GeM (Batch 1)
No of GeM student in programme 7 (6 Malaysian, 1 Chinese)
List of Partner Hotels Compass Hospitality Tune Hotels
5 students 2 students
Compass Hospitality
Huang Shuo Chau Chiu Fui Yeo Poh Sam Wong Chun Bing Lim Wang Chun Tune Hotels
Jenifer Lee Sher Feng Lim Phui Ann
No of Application No Interviewed Internally No Interviewed by Hotel No of Adopted Students
21 21 16 9
(12 Malaysian, 8 Chinese, 1 Korean) (9 Malaysian, 7 Chinese) (8 Malaysian, 1 Chinese)
49
Training Date Training Topic Training Venue / Facilitator
21 June 2013 GeM 1 Adoption Ceremony Taylor’s University (Ian Hurst-General Manager, Best Western Premier Dua Sentral, Harmil Singh-CEO, Compass Hospitality, Anwar Jumabhoy-Director of Operations, Tune Hotels)
28 August 2013
Ruemz Operational Attachment (rotation between Front Office, Housekeeping and Food & Beverage with each hotel group attached 4 weeks at each department)
Ruemz Hotel (Sushil Dev Biaspal- Front Office Manager, Tengku Murad-Food & Beverage Manager, Sumitha Anantharajah-Housekeeping Manager)
4 September 2013 VideoMe Presentation Ruemz Hotel (Yeoh Tay Boon-Hotel Manager, Pauline Tang-Training Manager & Lecturer, Roy Cheng Yew Chuan-Managing Consultant, International Hospitality Resources)
4 September 2013 GEN Y – Expectation and Service Attitude
Taylor’s University (Alvin Wong- Food & Beverage Manager, Grand Lexis Port Dickson)
7 September 2013 Ruemz Operational Attachment (rotation between Front Office, Housekeeping and Food & Beverage with each hotel group attached 4 weeks at each department)
Ruemz Hotel (Sushil Dev Biaspal- Front Office Manager, Tengku Murad-Food & Beverage Manager, Sumitha Anantharajah-Housekeeping Manager)
11 September 2013 Hotel Branding & Orientation Citrus Hotel Kuala Lumpur (Manendra Sharma-Hotel Manager) Citin Seacare Hotel Pudu (Jasvin Singh-Cluster Hotel Manager) Citin Hotel Masjid Jamek (Yesodharan-Hotel Manager) Tune Hotel Kuala Lumpur (Mark Steele-Hotel Manager)
18 September 2013 Journey of Rooms Division Taylor’s University (Pn Norlailee Ong Abdullah-Director of Housekeeping, The Saujana Glemarie)
21 September 2013 Ruemz Operational Attachment (rotation between Front Office, Housekeeping and Food & Beverage with each hotel group attached 4 weeks at each department)
Ruemz Hotel (Sushil Dev Biaspal- Front Office Manager, Tengku Murad-Food & Beverage Manager, Sumitha Anantharajah-Housekeeping Manager)
25 September 2013 Journey of Hotel Operations Taylor’s University (Linda Pecoraro-Director of Operations, Hilton Hotel Petaling Jaya)
50
28 September 2013 Hitz FM Birthday Invasion Ruemz Hotel (Tengku Murad-Food & Beverage Manager)
2 October 2013 Internship Event Day Ruemz Hotel (Pauline Tang-Training Manager & Lecturer)
5 October 2013 Ruemz Operational Attachment (rotation between Front Office, Housekeeping and Food & Beverage with each hotel group attached 4 weeks at each department)
Ruemz Hotel (Sushil Dev Biaspal- Front Office Manager, Tengku Murad-Food & Beverage Manager, Sumitha Anantharajah-Housekeeping Manager)
9 October 2013 OSHA, Fire Safety & Security Management
Citrus Hotel Kuala Lumpur (Manendra Sharma-Hotel Manager) Citin Seacare Hotel Pudu (Jasvin Singh-Cluster Hotel Manager) Citin Hotel Masjid Jamek (Yesodharan-Hotel Manager) Tune Hotel Kuala Lumpur (Mark Steele-Hotel Manager)
16 October 2013 Front of House & Back Of House Operations At 5-Star Hotel
Grand Hyatt Kuala Lumpur (Tharani Ariyarathinam-Training Manager, Stephanie Lawrence-Executive Housekeeper)
19 October 2013 Ruemz Operational Attachment (rotation between Front Office, Housekeeping and Food & Beverage with each hotel group attached 4 weeks at each department)
Ruemz Hotel (Sushil Dev Biaspal- Front Office Manager, Tengku Murad-Food & Beverage Manager, Sumitha Anantharajah-Housekeeping Manager)
23 October 2013 Business Relationship Between Hotel & Online Travel Agency
Taylor’s University (Gloria Wilson-Sales & Account Manager, Fastbooking.com)
30 October 2013 Ruemz Operational Attachment (rotation between Front Office, Housekeeping and Food & Beverage with each hotel group attached 4 weeks at each department)
Ruemz Hotel (Sushil Dev Biaspal- Front Office Manager, Tengku Murad-Food & Beverage Manager, Sumitha Anantharajah-Housekeeping Manager)
2 November 2013 Ruemz Operational Attachment (rotation between Front Office, Housekeeping and Food & Beverage with each hotel group attached 4 weeks at each department)
Ruemz Hotel (Sushil Dev Biaspal- Front Office Manager, Tengku Murad-Food & Beverage Manager, Sumitha Anantharajah-Housekeeping Manager)
5 November 2013 Train The Trainer Ruemz Hotel (Roy Cheng Yew Chuan-Managing Consultant, International Hospitality Resources)
51
6 November 2013 Train The Trainer Ruemz Hotel (Roy Cheng Yew Chuan-Managing Consultant, International Hospitality Resources)
7 November 2013 Train The Trainer Ruemz Hotel (Roy Cheng Yew Chuan-Managing Consultant, International Hospitality Resources)
8 November 2013 Train The Trainer Ruemz Hotel (Roy Cheng Yew Chuan-Managing Consultant, International Hospitality Resources)
13 November 2013 Hotel Statutory Regulations & Licensing
Citrus Hotel Kuala Lumpur (Manendra Sharma-Hotel Manager) Citin Seacare Hotel Pudu (Jasvin Singh-Cluster Hotel Manager) Citin Hotel Masjid Jamek (Yesodharan-Hotel Manager) Tune Hotel Kuala Lumpur (Mark Steele-Hotel Manager)
16 November 2013 Ruemz Operational Attachment (rotation between Front Office, Housekeeping and Food & Beverage with each hotel group attached 4 weeks at each department)
Ruemz Hotel (Sushil Dev Biaspal- Front Office Manager, Tengku Murad-Food & Beverage Manager, Sumitha Anantharajah-Housekeeping Manager)
27 November 2013 GeM Learning Journal Presentation Ruemz Hotel (Yeoh Tay Boon-Hotel Manager, Pauline Tang-Training Manager & Lecturer)
2 January 2014 – 22 March 2014 1st
Internship Training focus on: - Operations of Rooms Division - Operations of Food & Beverage - Supervisory skill - Engaging in diversity - Managing stakeholders - Influence & assertiveness Decision making & problem solving
Ruemz Hotel (Sushil Dev Biaspal- Front Office Manager, Tengku Murad-Food & Beverage Manager, Sumitha Anantharajah-Housekeeping Manager)
9 April 2014 Mind Mapping Basic Taylor’s University (Mohd Hasrul Othman-Student Success Advisor, InTeLLeCT)
12 April 2014 An Evening With Your Future Employers
Taylor’s University (Ian Burst-General Manager, Best Western Premier Dua Sentral, Victor Foo-Vice President, First World Hotels & Resorts)
16 April 2014 Hospitality Asia Platinum Awards (PATA) Gala Dinner Event
Majestic Hotel (Zai Kanesh-Banquet Manager)
52
21 April 2014 GeM 2 Presentation Taylor’s University (Dr Vinayaraj Mothiravally-BIHM Programme Director, Pauline Tang-Lecturer)
23 April 2014 VAK Learning Style & Brain Hemisphere Dominance
Taylor’s University (Mohd Hasrul Othman-Student Success Advisor, InTeLLeCT)
30 April 2014 Envisioning Success Taylor’s University (Mohd Hasrul Othman-Student Success Advisor, InTeLLeCT)
30 April 2014 GeM 2 MoU Signing Ceremony & VIP Cocktail Event
Taylor’s University (Dr Vinayaraj Mothiravally-BIHM Programme Director, Pauline Tang-Lecturer) Ruemz Hotel (Tengku Murad-Food & Beverage Manager)
14 May 2014 Managing Change Taylor’s University (Mohd Hasrul Othman-Student Success Advisor, InTeLLeCT)
14 May 2014 Time Management Taylor’s University (Mohd Hasrul Othman-Student Success Advisor, InTeLLeCT)
19 May 2014 Preventive Maintenance & Best Practices In Hotel With Operational Constrain
Citrus Hotel Kuala Lumpur (Manendra Sharma-Hotel Manager) Citin Seacare Hotel Pudu (Jasvin Singh-Cluster Hotel Manager) Citin Hotel Masjid Jamek (Yesodharan-Hotel Manager) Tune Hotel KLIA2 (Hairul Maharis-Hotel Manager)
28 May 2014 Strategic Management & Essential of Leadership
Taylor’s University (Elangkovan Naraya Alagas-Lecturer)
4 June 2014 Goal Setting & SWOT Analysis Taylor’s University (Mohd Hasrul Othman-Student Success Advisor, InTeLLeCT)
4 June 2014 Interpersonal Skill On Leadership & Teamwork
Taylor’s University (Mohd Hasrul Othman-Student Success Advisor, InTeLLeCT)
10 June 2014 GeM 2 Internal Interview Taylor’s University (Dr Vinayaraj Mothiravally-BIHM Programme Director, Pauline Tang-Lecturer)
53
11 June 2014 Quality Control & Measures On Managing Customer Satisfaction
Citrus Hotel Kuala Lumpur (Manendra Sharma-Hotel Manager) Citin Seacare Hotel Pudu (Jasvin Singh-Cluster Hotel Manager) Citin Hotel Masjid Jamek (Yesodharan-Hotel Manager) Tune Hotel KLIA2 (Hairul Maharis-Hotel Manager)
11 June 2014 CRM System with Best Practices In Hotel
Citrus Hotel Kuala Lumpur (Manendra Sharma-Hotel Manager) Citin Seacare Hotel Pudu (Jasvin Singh-Cluster Hotel Manager) Citin Hotel Masjid Jamek (Yesodharan-Hotel Manager) Tune Hotel KLIA2 (Hairul Maharis-Hotel Manager)
19 June 2014 Malaysia Food & Beverage Trade Fair
Taylor’s University (Pauline Tang-Lecturer)
25 June 2014 Yield / Revenue Management With PMS System & Impact On Business Acumen
Citrus Hotel Kuala Lumpur (Manendra Sharma-Hotel Manager) Citin Seacare Hotel Pudu (Jasvin Singh-Cluster Hotel Manager) Citin Hotel Masjid Jamek (Yesodharan-Hotel Manager) Tune Hotel KLIA2 (Hairul Maharis-Hotel Manager)
7 July 2014 GeM 2 GeMulation Event Taylor’s University (Pauline Tang-Lecturer) Gading Institute Sdn Bhd (Henny Ong-Training Consultant)
29 August 2014 GeM Learning Journal Presentation Taylor’s University (Yeoh Tay Boon-Deputy Dean, School of Hospitality Management, Pauline Tang-Lecturer)
5 September 2014 Property Management System With Other Operational System Interface for Hotel Operational Department
Citrus Hotel Kuala Lumpur (Manendra Sharma-Hotel Manager) Citin Seacare Hotel Pudu (Jasvin Singh-Cluster Hotel Manager) Citin Hotel Masjid Jamek (Yesodharan-Hotel Manager) Tune Hotel KLIA2 (Hairul Maharis-Hotel Manager)
54
6 September 2014 15th
Charity Jam Session 2014 Best Western Premier Dua Sentral (David Lean-Direction of Food & Beverage) Malaysian Association of Hotel (Fadhillah Ariffin-Manager, Membership & Research)
10 September 2014 Managing Diversity In Hospitality Taylor’s University (Edward Arthur Holloway-Senior Vice President of Hotel Operations, Genting Malaysia Bhd)
12 September 2014 Property Management System With Other Operational System Interface for Hotel Administration Department
Citrus Hotel Kuala Lumpur (Manendra Sharma-Hotel Manager) Citin Seacare Hotel Pudu (Jasvin Singh-Cluster Hotel Manager) Citin Hotel Masjid Jamek (Yesodharan-Hotel Manager) Tune Hotel KLIA2 (Hairul Maharis-Hotel Manager)
19 September 2014 Food Safety Management & Cost Control
Citrus Hotel Kuala Lumpur (Manendra Sharma-Hotel Manager) Citin Seacare Hotel Pudu (Jasvin Singh-Cluster Hotel Manager) Citin Hotel Masjid Jamek (Yesodharan-Hotel Manager) Wondermama Restaurant (Suren Krishnan-Operations Manager)
26 September 2014 Financial Planning & Budget - 1 Citrus Hotel Kuala Lumpur (Manendra Sharma-Hotel Manager) Citin Seacare Hotel Pudu (Jasvin Singh-Cluster Hotel Manager) Citin Hotel Masjid Jamek (Yesodharan-Hotel Manager) Tune Hotel KLIA2 (Hairul Maharis-Hotel Manager)
3 October 2014 Financial Planning & Budget – 2 Citrus Hotel Kuala Lumpur (Manendra Sharma-Hotel Manager) Citin Seacare Hotel Pudu (Jasvin Singh-Cluster Hotel Manager) Citin Hotel Masjid Jamek (Yesodharan-Hotel Manager) Tune Hotel KLIA2 (Hairul Maharis-Hotel Manager)
55
10 October 2014 Risk Management For Hotel Business
Citrus Hotel Kuala Lumpur (Manendra Sharma-Hotel Manager) Citin Seacare Hotel Pudu (Jasvin Singh-Cluster Hotel Manager) Citin Hotel Masjid Jamek (Yesodharan-Hotel Manager) Tune Hotel KLIA2 (Hairul Maharis-Hotel Manager)
7 November 2014 Innovative & Creativity Practices For Hotel Operations, Guest Contact and Business
Citrus Hotel Kuala Lumpur (Manendra Sharma-Hotel Manager) Citin Seacare Hotel Pudu (Jasvin Singh-Cluster Hotel Manager) Citin Hotel Masjid Jamek (Yesodharan-Hotel Manager) Tune Hotel KLIA2 (Hairul Maharis-Hotel Manager)
14 November 2014 Environmental Sustainability & Community Engagement Practices By Hotel
Citrus Hotel Kuala Lumpur (Manendra Sharma-Hotel Manager) Citin Seacare Hotel Pudu (Jasvin Singh-Cluster Hotel Manager) Citin Hotel Masjid Jamek (Yesodharan-Hotel Manager) Tune Hotel KLIA2 (Hairul Maharis-Hotel Manager)
12 January 2015 – 26 April 2015 Final Internship Training to focus on: - Operational excellence - Managing people - Engaging in diversity - Managing stakeholder - Managing team - Influence & assertiveness - Coaching & mentoring - Developing others - Decision making & problem
solving - Enhance leadership skill
Tune Hotel KLIA (Hairul Maharis-Hotel Manager) Tune Hotel Downtown Penang (Dennis Cheng-Hotel Manager) The Continent Hotel, Bangkok (Zari Bas-General Manager) The Grand Swiss Hotel, Bangkok (Noppamassiri Ruanpech-Hotel Manager) Citrus 11 Hotel, Bangkok (Bianca Riegger-Hotel Manager) Compass Headquarter, Bangkok (Chutikarn Srichana-CorporateDirector of Human Resources)
56
Pictures of GeM 1 Training Programs
57
GeM (Batch 2) Chronological Order of Dorsett Hospitality International, Swiss Garden Hotel & Resort, TheWolo Hotel (Empire)
17th April 2014 Submission of Application Form
10th June 2014 1st Interview session by TCHT Faculty
18 June 2014 Release of 1stInterview Shortlisted Candidates List
3rd July 2014 Briefing on GeMulation and 2ndInterview for Shortlisted Candidates
7th July 2014 GeMulation and 2nd Interview by Partner hotels
9th September 2014 Release of Successful Candidates List
7th November 2014 Adoption and Certificate presentation ceremony at Taylor’s University
GeM 2 – Selected Students and Training Programme
GeM (Batch 2)
No of GeM student in programme 9 (5 Malaysian, 2 Indonesian, 1 Chinese, 1 Vietnamese)
List of Partner Hotels Dorsett Hospitality Swiss Garden Hotel & Residences The Wolo Hotel, Empire
3 students 3 students 3 students
Dorsett Hospitality
Patricia Ng Kar Wai Li Fang Chai Xun Xun Swiss Garden Hotel & Residences
Byan Tjahjadi Rachelle Tan Pooi San Chow Shenn Ni The Wolo Hotel, Empire
Chia Jia Ying Nguyen Huynh Hanh Dung David Angjaya
No of Application No Interviewed Internally No Interviewed by Hotel No of Adopted Students
18 18 18 9
(9 Malaysian, 6 Indonesian, 2 Chinese, 1 Vietnamese) (5 Malaysian, 2 Indonesian, 1 Chinese, 1 Vietnamese)
58
Training Date Training Topic Training Venue / Facilitator
3 October 2014 Ruemz Operational Attachment (rotation between Front Office, Housekeeping and Food & Beverage with each hotel group attached 4 weeks at each department)
Ruemz Hotel (Sushil Dev Biaspal- Front Office Manager, Tengku Murad-Food & Beverage Manager, Lee Shu Yin-Housekeeping Supervisor)
10 October 2014 VideoMe Presentation Ruemz Hotel (Dr Vinayaraj Mothiravally-BIHM Programme Director, Pauline Tang- Lecturer, Taylor’s University)
11 October 2014 Ruemz Operational Attachment (rotation between Front Office, Housekeeping and Food & Beverage with each hotel group attached 4 weeks at each department)
Ruemz Hotel (Sushil Dev Biaspal- Front Office Manager, Tengku Murad-Food & Beverage Manager, Lee Shu Yin-Housekeeping Supervisor)
17 October 2014 Front of House & Back Of House Operations At 5-Star Hotel
The Boulevard St-Giles Premier Hotel (Aina Swetnam-Human Resources Manager)
17 October 2014 Journey of Hotel Operations The Boulevard St-Giles Premier Hotel (B E Lim-General Manager)
18 October 2014 Ruemz Operational Attachment (rotation between Front Office, Housekeeping and Food & Beverage with each hotel group attached 4 weeks at each department)
Ruemz Hotel (Sushil Dev Biaspal- Front Office Manager, Tengku Murad-Food & Beverage Manager, Lee Shu Yin-Housekeeping Supervisor)
24 October 2014 Ruemz Operational Attachment (rotation between Front Office, Housekeeping and Food & Beverage with each hotel group attached 4 weeks at each department)
Ruemz Hotel (Sushil Dev Biaspal- Front Office Manager, Tengku Murad-Food & Beverage Manager, Lee Shu Yin-Housekeeping Supervisor)
1 November 2014 Ruemz Operational Attachment (rotation between Front Office, Housekeeping and Food & Beverage with each hotel group attached 4 weeks at each department)
Ruemz Hotel (Sushil Dev Biaspal- Front Office Manager, Tengku Murad-Food & Beverage Manager, Lee Shu Yin-Housekeeping Supervisor)
7 November 2014 Ruemz Operational Attachment (rotation between Front Office, Housekeeping and Food & Beverage with each hotel group attached 4 weeks at each department) Ruemz Operational Attachment (rotation between Front Office, Housekeeping and Food & Beverage with each hotel group attached 4 weeks at each department)
Ruemz Hotel (Sushil Dev Biaspal- Front Office Manager, Tengku Murad-Food & Beverage Manager, Lee Shu Yin-Housekeeping Supervisor)
59
7 November 2014 GeM 2 Adoption Ceremony Taylor’s University (Christina Toh-General Manager, Dorsett Regency Kuala Lumpur, Andy Yap-Human Resources Manager, Swiss Garden Hotel & Residences Kuala Lumpur, Ricky Ho-Group General Manager, Empire Hotel)
8 November 2014 Ruemz Operational Attachment (rotation between Front Office, Housekeeping and Food & Beverage with each hotel group attached 4 weeks at each department)
Ruemz Hotel (Sushil Dev Biaspal- Front Office Manager, Tengku Murad-Food & Beverage Manager, Lee Shu Yin-Housekeeping Supervisor)
14 November 2014 Hotel Branding & Orientation Dorsett Grand Subang (Terrence Dass-Assistant Director of Training) Dorsett Regency Kuala Lumpur (Elisha Lee-Human Resources Manager) Swiss Garden Hotel & Residences Kuala Lumpur (Tracy Lim-Training Executive) The Wolo Hotel (Annie Clyde-Head of Human Resources, Hotel & Tous Les Jours)
21 November 2014 OSHA, Fire Safety & Security Management
Dorsett Grand Subang (Terrence Dass-Assistant Director of Training) Dorsett Regency Kuala Lumpur (Elisha Lee-Human Resources Manager) Swiss Garden Hotel & Residences Kuala Lumpur (Tracy Lim-Training Executive) The Wolo Hotel (Annie Clyde-Head of Human Resources, Hotel & Tous Les Jours)
28 November 2014 Hotel Statutory Regulations & Licensing
Dorsett Grand Subang (Terrence Dass-Assistant Director of Training) Dorsett Regency Kuala Lumpur (Elisha Lee-Human Resources Manager) Swiss Garden Hotel & Residences Kuala Lumpur (Tracy Lim-Training Executive) The Wolo Hotel (Annie Clyde-Head of Human Resources, Hotel & Tous Les Jours)
1 December 2014 GeM 3 Adoption Ceremony Pullman Putrajaya Lakeside Hotel (Jennifer Lim-Regional Director of Human Resources, Pauline Tang-Lecturer, Taylor’s University)
60
5 December 2014 Ruemz Operational Attachment (rotation between Front Office, Housekeeping and Food & Beverage with each hotel group attached 4 weeks at each department)
Ruemz Hotel (Sushil Dev Biaspal- Front Office Manager, Tengku Murad-Food & Beverage Manager, Lee Shu Yin-Housekeeping Supervisor)
5 January 2015 – 14 March 2015 1st
Internship Training focus on: - Operations of Rooms Division - Operations of Food & Beverage - Supervisory skill - Engaging in diversity - Managing stakeholders - Influence & assertiveness - Decision making & problem
solving
Ruemz Hotel (Sushil Dev Biaspal- Front Office Manager, Tengku Murad-Food & Beverage Manager, Lee Shu Yin-Housekeeping Supervisor)
3 April 2015 GeM Learning Journal Presentation Taylor’s University (Pauline Tang-Lecturer)
61
GeM 2 Training Pictures
62
GeM (Batch 3) Chronologival Order of ACCOR Hotels – Ibis Style
15th October 2014 Submission of Application Form
20th October 2014 1st Interview session by TCHT Faculty
23th October 2014 Release of 1stInterview Shortlisted Candidates List
27th October 2014 Briefing on GeMulation and 2ndInterview for Shortlisted Candidates
29th-30th October 2014 GeMulation and 2nd Interview by Partner hotels
4th November 2014 Release of Successful Candidates List
1st December 2014 Adoption and Certificate presentation ceremony at Taylor’s University
GeM 3 – Selected Students and Training Programme with Accor (Ibis Styles)
GeM (Batch 3)
No of GeM student in programme 3 (1 Malaysian, 2 Indonesian)
List of Partner Hotels ACCOR Hotels (Ibis Styles) 3 students
ACCOR Hotels
Anindia Nerrisa Ichwandiani Gavin Santoso Fatema Firoz
No of Application No Interviewed Internally No Interviewed by Hotel No of Adopted Students
8 8 5 3
(5 Malaysian, 3 Indonesian) (1 Malaysian, 2 Indonesian)
Training Date Training Topic Training Venue / Facilitator
1 December 2014 GeM 3 Adoption Ceremony Pullman Putrajaya Lakeside Hotel (Jennifer Lim-Regional Director of Human Resources, Pauline Tang-Lecturer, Taylor’s University)
5 January 2015 – 14 March 2015 1st
Internship Training focus on: - Operations of Rooms Division - Operations of Food & Beverage - Supervisory skill - Engaging in diversity - Managing stakeholders - Influence & assertiveness - Decision making & problem
solving
Ruemz Hotel (Sushil Dev Biaspal- Front Office Manager, Tengku Murad-Food & Beverage Manager, Lee Shu Yin-Housekeeping Supervisor)
3 April 2015 GeM Learning Journal Presentation Taylor’s University (Pauline Tang-Lecturer)
63
GeM 3 – Training Pictures
64
GeM Brochure
Front Page
Inner Page
65
Result of the Programme & Conclusion With both STEP & GeM programs running for 5 years now, we were able to see 4 cycles of
students groups completing the program, the rest of student adopted are still in the system. The
ultimate goal of the programme is to give both students and partners the opportunity to be familiar
with one another. Partners will have exclusive contact with the students for 2 years before
graduation during internships, trainings, workshop and seminars to gauge the student’s strengths
and weaknesses. Profile
For STEP Programme, students that meet the partner’s recruitment criteria will be offered a middle
management position with the organization. Students that have the potential to be groomed further
will be offered a Management Trainee program which runs between 9 months to 1.5 years, after
which students will be offered a Management Trainee program position which will eventually lead
to a middle management position.
As for GeM, similar model of securing employment is adopted where students that have
successfully been groomed and trained to manage boutique size hotels will be offered a hotel
executive position. Students that have the potential to be groomed further will be offered a
Management Trainee program.
To date, we have seen the ‘fruits of labor’ from the creation of both programs with the following
statistics on student success rates to fast-track their career straight into management position with
hospitality organizations for the STEP programme. The students from GeM programs are still in
the system and the first batch is currently doing their final internship. The following page will
display statistics of students enrolled into various positions within the partner’s organization.
66
Testimonials:
Raghu Menon - Guest Service Manager, Shangri-La Kuala Lumpur “The STEP programme has lived up to its promise in helping me fast track my career in Shangri-La. I was promoted to a managerial position in less than a year”
Bill Xuan Hao - Sales Manager, Shangri-La Kuala Lumpur
“STEP has enabled me to fast track my career to Sales Manager position in less than a year. This is a major achievement in a highly competitive and high standard industry”
Top Related