The business of training

Human Capital Development
THE BUSINESS OF TRAINING
Grand Mahkota Pontianak
July 16th, 2018
Because Right Thinking Creates Brightest Future

3Lighthouses Wisdom:
Greatness is in the direction you are moving.

PRESENTATION CONTENT
◦ Food for Thought
◦ About 3Lighthouses
◦ Learning Outcomes
◦ Base of References for Human Capital Development
◦ Training Cycle
◦ The IDEA
◦ Inspire
◦ Define
◦ Evaluate
◦ Act
◦ Moving Forward: What’s Next?
Because Right Thinking Creates Brightest Future FOLLOW www.IAM3Lighthouses.com

FOOD FOR THOUGHT
◦ If you can’t explain it simply, you don’t understand it quite well. Albert Einstein
◦ Teach a man how to fish and he can find fishes for the rest of his life. Lao Tzu
◦ I do I Understand. Confucius
◦ 7Habits of Highly Effective People. Stephen Covey
◦ Inspire Others to Find Their Voice, 8th Habit. Stephen Covey
◦ Jonathan Livingstone Seagull – YOU. Richard Bach
◦ Lighthouse Wisdom. 3Lighthouses

◦ CRDA-Z Academy @ 3Lighthouses
◦ At 3Lighthouses, we CONNECT, COLLABORATE and CREATE masterpieces together
with YOU.
◦ 127 clients since November 11st, 2004 for various industries. See our Capability
Statement.
◦ Let’s create legacy together:
◦ FOLLOW www.IAM3Lighthouses.com (19,046 Followers)
◦ JOIN www.facebook.com/groups/3Lighthouses (5,788 Members)
◦ LIKE www.facebook.com/CRDAZ (19,015 Likers)
3LIGHTHOUSES

3LIGHTHOUSES
FOLLOW:
www.IAM3Lighthouses.com

We have served and continue to serve
more than 126 clients since November
11th, 2004 including the following;
• Associations
• Corporate offices
• Courier services
• Event management
• Financial institutions
• Forwarding company
• Health services
• Hotels & resorts
• Magazines
• Meeting, Incentive, Convention and
Exhibitions
• Non-government organization
• Production Houses
• Retail
• Tabloids
• Trader
OUR CLIENTS

1. Vision & Mission
2. Values
3. Value Propositions; Unique Selling Points
4. Annual Business Plan
5. Corporate Directives
6. General Management Directives
7. Management Directives
BASE OF REFERENCE

Our Mission
To become one of reputable 4* hotels in Pontianak.
What It Takes
1. Shared Value; Vision, Mission, Values, Value Propositions
2. Strategy; Corporate, Hotel, Departmental, Individual
3. Staffing; Competent Human Capital, Human Capital Development, Zero Base Staffing Guide
4. Structure; Efficient & Streamlined Organization Structuring
5. System; operational, sales and marketing, branding, online, digital marketing
6. Synergy; collaborators, vendors, relevant parties
7. Support; corporate office, general management, sister hotels, within the organization
8. Sufficient Funding; financial support considering revenue gained and cost minimized
THE IDEA
Q. What does it take?

1. Plan a training
2. Design a training
3. Market a training
4. Conduct a training
5. Evaluate the training effectiveness
TRAINING CYCLE

◦ The Idea: what do we want to achieve? learning
objectives, learning outcomes
◦ Inspire: Coach You, inspirations, right thinking
◦ Define: The Concept, The Theory, The Model
◦ Evaluate: Connect to matters, Put Theory Into Action,
Workable ideas
◦ Act: SMART Goals Setting, Make a difference in the
workplace
THE IDEA

INSPIRE
Situational Overview
Profile of a Great Trainer
Jonathan Livingston Seagull by
Richard Bach
Departmental Trainers Roles and
Responsibilities
Our Deepest Fear. Coach Carter
How Great I AM
Lighthouse Wisdom
7Habits of Highly Effective
People by Stephen Covey
8th Habit by Stephen Covey
Learning Strategy

◦ External Assessment
◦ ?????
INSPIRE

◦ Internal Assessment
◦ ?????
INSPIRE

◦ Recommended Action
◦ ????
INSPIRE

INSPIRE
Competent Departmental
Trainers are required.

INSPIRE

INSPIRE
◦ Has a great empathy
◦ Consistently uses reward
◦ Has a deep sense of their responsibility
◦ Enjoys their work
◦ Likes People
◦ Feels secured in own abilities and believe
to do better
◦ Has a profound respect for the dignity and
worth of each individual
◦ Accepts others as they are
◦ Is willing to accept or try out new things
and ideas
◦ Has high levels of patience
◦ Recognizes the uniqueness and strengths of
each individual and build upon such
strengths
◦ Is sensitive to the needs, fears, problems and
goals of learners
◦ Reflects on experiences and attempt to
translate them into lessons learned
◦ Is humble and avoids the use of power
◦ Enjoys learning along with others
◦ Continuously expands the range of interest
◦ Is committed to and involved in continuous
learning

INSPIRE

INSPIRE

What you can do
something
about. Your
Power to make a
difference
What you care about.
Your concern. Your
Challenge

INSPIRE
•
•
•
•

INSPIRE
Our Deepest Fear

◦ For Guests
◦ Define the Top 10 Guest Expectations and share them with the Team.
◦ Ensure all departmental members exceed their expectations.
◦ Acknowledge each guest and understand the guest’s behavior; likes and dislikes
◦ For the Grand Mahkota Pontianak
◦ Assist in increase sales and reduce costs
◦ Produce business ideas to ensure growth and sustainability of the company
◦ Translate Business Plan Objectives into tactics for the team to achieve
◦ Live the Brand; Be the Brand Ambassador; Clay Hotels & Resorts
◦ Create best practices and share with other sister hotels / resorts and within the Hotel
◦ Innovate; better ways, newer ways
INSPIRE
Role & Responsibility of a Trainer

◦ For the Team
◦ Carry out training as defined for each level; Training Passport & Syllabus
◦ Ensure the team in high performing level
◦ Work through team
◦ Facilitate continuous learning in the workplace
◦ Embrace business skill to boost up sales and reduce cost / expenses
◦ For the Individual Team Member
◦ Be a great coach
◦ Encourage self-learning and complete the identified training needs as seen on the Training
Passport & Syllabus
◦ Motivate, mentor and maintain learning momentum.
◦ Inspire LESSONS LEARNED, not judgment or critics
INSPIRE

◦ For the Respective Trainer “YOUR FULL NAME”
◦ Be a Role Model
◦ Self-Learning
◦ Create and Innovate
INSPIRE

INSPIRE
How Great I AM
Kita adalah hasil dari yang terus kita lakukan. Sehingga
Keunggulan bukanlah suatu tindakan, namun suatu kebiasaan.
Aristotle
Pertempuran dalam kehidupan tak selalu berpihak pada siapa yang lebih kuat atau lebih
cepat. Nantinya, pemenangnya adalah siapa yang berpikir dia menang.
Vincent Lombardi

◦ Different stroke for different folk
INSPIRE
Learner Style

◦ Reflect them onto Tutor’s Notes
INSPIRE

INSPIRE“Create a Story!”

INSPIRE
Golden Buzzer
Q. What qualities
must ONE have
to get the
Golden Buzzer?

INSPIRE
Individual Exercise:
1. ..
2. …
3. …
4. …
5. …
6. …
7. …
8. …
9. …
10.…
11.…
12.…
13.…
14.…
https://www.youtube.com/watch?v=IqbrqoZaT8w

DEFINE
Concept
The Theory
The MODEL

TRAINING CYCLE
1. Plan a training
2. Design a training
3. Market a training
4. Conduct a training
5. Evaluate the training effectiveness
DEFINE
Concept, The Theory, The Model
DEVELOPMENT
Required Skills
Administrative . Business . Communication .
Computer . Coaching . Creative Design . English .
Influence . Mentoring . Presentation . Selling .
Training
Self Help:
www.SLIDESHARE.net
www.GOOGLE.com
www.WIKTIONARY.org
www.YOUTUBE.com
www.WIKIPEDIA.org

◦ Based on careful Training Needs Analysis
◦ Use the TNA worksheet
◦ Feedback from
◦ Guests; tripadvisor.com, booking.com, other online resources
◦ Written guest feedback / questionnaire
◦ Management team
◦ Individual Training Passport
◦ New equipment, facilities, services
◦ Summary findings
◦ Create and design a training plan
◦ Obtain buy-in from the Management Team
DEFINE
Plan a Training

◦ Maximize the use of company training resources
◦ If unavailable, CREATE!
◦ Search materials or contents from online resources
◦ www.google.com
◦ www.slideshare.net
◦ www.pinterest.com
◦ www.wikipedia.org
◦ www.youtube.com
◦ Training Module consists of
◦ PowerPoint Presentation
◦ Tutor’s Notes
◦ Handouts
◦ Course Feedback
◦ Training Administration; Attendance Record, Training Passport, Stamp
DEFINE
Design a Training

DEFINE
Design a Training

◦ Microsoft Office PowerPoint Template
◦ Tutor’s Notes
◦ Handout
◦ Reference
Training Module Design
DEFINE

01. Core Series Departmental Orientation
1. Hotel Orientation
2. Departmental Orientation
3. Brand Standard: Kila
4. Hospitality Training
5. Service Excellence
6. Agent of Change
7. Brand Ambassador
8. Exceeding Guest Expectations
DEFINE

02. Functional Series How to do a task
DEFINE
1. Accounting & Finance
2. Electronic Data Processing
3. Food and Beverage
4. Front Office
5. House Laundry
6. Housekeeping
7. Human Capital / Resources
8. Human Capital Development / Training
9. Purchasing
10. Purnama Spa
11. Recreations
12. Sales & Marketing
13. Security
14. Communication Center (Telephone, Telex, Fax)
15. Engineering

03. Leadership Series Authentic Leadership
DEFINE
1. Introduction to Leadership
2. Authentic Leadership
3. Strategic Leadership

04. Supervisory Series Effective Scheduling
DEFINE
1. Effective Communication Skill
2. The Eye of a Supervisor
3. Listening Skill
4. Effective Scheduling
5. Presentation Skill
6. Train the Trainer
7. Selling Skill
8. Coaching Skill

05. Management Series Managing Our People
DEFINE
1. Managing Our People
2. Negotiation Skill
3. Strategic Management
4. Business Plan Design
5. Advance SMART Selling

06. Development Series Housekeeping Management
Development Program
DEFINE
1. Accounting & Finance Management Development Program
2. Front Office Management Development Program
3. Housekeeping Management Development Program
4. Sales & Marketing Management Development Program
5. Human Capital Management Development Program
6. Engineering Management Development Program

07. Specific Purpose Series Digital Marketing Training
DEFINE
1. English for Specific Purpose
2. Social Media & Digital Marketing
3. Health & Safety at Work
4. First Aid
5. Korean Class

DEFINE

◦ Use Online e-Learning portal available
◦ Restricted the user
◦ Administrator to be appointed
◦ Conventional collaterals are less preferred nowadays; posters, credos, etc
◦ Market Benefits! As also usual selling and marketing efforts – to get the buy-in
◦ Smart teasers
◦ Use images. Remember the effective use of Facebook and Instagram
DEFINE
Market a Training

◦ 5Ps: Prior Planning Prevents Poor Performance
◦ Master the following skills by using slideshare.net or our learning resources
◦ Presentation
◦ Training
◦ Communication
◦ Marketing
◦ Selling
◦ Rehearse before conducting any training sessions
◦ Use the Training Module materials
◦ Tutor’s Notes
◦ PowerPoint presentation
◦ Handouts
◦ Relevant materials @ youtube, google, pinterest, slideshare.net, Wikipedia.org
◦ Training Administration; Training Passport, Course Feedback
DEFINE
Conduct a Training

◦ Summary Course Feedback
◦ Establish Lessons Learned:
◦ Highlight areas to improve
◦ Utilize areas of strengths
◦ Share findings during the Morning Briefing or Monthly Meeting
◦ Lessons Learned
◦ Unattandees
◦ Ways Forward
◦ Coach performance at the workplace
◦ Linked to Performance Development Review
◦ Complete the Training Passport
DEFINE
Evaluate the Training Effectiveness

EVALUATE
Connect to matters
Put Theory into
Action
Workable Ideas

◦ Type of Human Capital Development
◦ Training Passport & Syllabus
◦ Annual Hotel & Departmental Training Plan
◦ Departmental Operations & Training Manual
◦ Training Incentive Scheme
EVALUATE
Connect to matters, Put Theory into
Action, Workable Ideas

◦ Type of Learning
◦ Core; The Power of Engagement, Increasing Profit through Sales, Exceeding Guest Expectations
through Personalized Service, Brand Ambassador, Better Safe Than Sorry
◦ Technical / Functional utilizing competency-base; KKNI
◦ Leadership; Functional Leadership
◦ Development Programs
◦ Supervisor
◦ Manager
◦ Executive
◦ Specific Purpose
◦ English for Specific Purpose
◦ Other Language Training
◦ Cross Exposure
◦ Task Force
◦ Pre-Opening Support
EVALUATE
Human Capital Development

◦ Target of Training Syllabus
◦ For Casuals & Trainees
◦ For Associates
◦ For Supervisors
◦ For Managers
◦ For Executives
EVALUATE
Training Passport & Syllabus
◦ Duration
◦ The 1st Day of Assignment; New Joiner, Newly
Promoted, Newly Transferred
◦ 1 Month
◦ 3 Months
◦ 6 Months
◦ 9 Months
◦ 12 Months

◦ Annual & Monthly Hotel Training Plan
◦ Annual & Monthly Departmental Training Plan
◦ Remember Types of Training available:
◦ Core
◦ Technical / Functional
◦ Leadership
◦ Development Programs for Supervisor,
Manager, Executive
◦ Specific Purpose
◦ Utilize e-Learning Portal
◦ Ensure individual participation
EVALUATE
Training Plan

◦ Operations Manual Index
◦ Training Manual Index
◦ Refer to existing Aerowisata Hotels & Resorts
EVALUATE
Departmental Operations & Training Manual

ACT
Make a difference
in the workplace

◦ Clay Academy
◦ Online Departmental Operations & Training Manual
◦ Wordpress.com
◦ Google.com
◦ Youtube.com
◦ Pinterest.com
◦ Facebook.com
◦ Learning Kiosk / Center / Library
◦ Hotel Trainers Club + Photo
◦ Management Support
ACT
Make a difference in the workplace

◦ See www.clayacademy.wordpress.com
ACT
CLAY Academy

◦ FOLLOW www.IAM3Lighthouses.com
◦ SELECT www.wordpress.com
◦ Learn the “How to design an Online Departmental Operations & Training Manual”
@ 3Lighthouses Learning ToolBox
◦ Utilize available technology resources;
◦ Google.com
◦ Youtube.com
◦ Pinterest.com
◦ Facebook.com
◦ … your ideas?
ACT
Online Departmental Operations &
Training Manual

ACT
Departmental Operations & Training Manual

◦ Your photo
◦ What are the activities?
◦ Who are the facilitators?
◦ Who are the members?
◦ You need a leader.
ACT
Hotel Trainers Club

◦ Reward through recognitions as follows:
◦ The Best Learner of the Quarter
◦ The Best Training Team of the Quarter
◦ The Best Trainer of the Quarter
◦ The Best Learner of the
◦ The Best Trainer of the Year
◦ The Best Training Team of the Year
◦ Educate trainers directly and indirectly
◦ Facilitate trainers to actively seeking new ways and better ways
◦ Engage in all programs
◦ Empower Hotel Trainers
ACT
Management Support to Hotel Trainers Club

◦ Let’s Design Our Proposal
ACT
Training Incentive Scheme & Training Room

ACT
Annual Human Development Plan

SMART Goals Setting
SMART Goal Tactic / Strategy Timing / PIC
ACT

REMEMBER
Lighthouse Wisdom
@3Lighthouses

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