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GENERAL ORIENTATION

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wah Oka

on 18 December 2017

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Transcript of GENERAL ORIENTATION

GENERAL ORIENTATION
STANDARD GROOMING
Mission Statement - Culture - Core value
AGENDA :

1. Louvre Hotel Group Staff Induction

2. System Champion

3. Mission Statement - Culture - Core Value

4. Golden Rules of Golden Tulip

5. Standard Grooming

6. Telephone Greeting Standard

1. Jin Jiang International
2. 50 years experience in the hospitality industry,
in dining, and in franchise
development
3. No. 5 hospitality group in the world
4. 6 cleary differentiated brands,
from 1-star to 5-stars
Royal Tulip: 17 hotels, 5,060 rooms
- Luxury hotels : 5-star property (created in 2006)
-Non standardised product: security, exclusivity and discrete excellence
-Elegant and luxurious facilities with a deluxe level of comfort and refined services, and ultra-modern amenities

Golden Tulip: 149 hotels, 20,466 rooms
- Upper-scale hotels : 4-star property (created in 1962)
- Full service hotels, incl. restaurant & meeting rooms
- Modern facilities, personal service and international standards of comfort
Non standardised product

Golden Tulip Essential: 120 hotels, 14,006 rooms
Mid-scale hotel : 3-star property (created in 1993)
Non standardised hotels
Comfortable and functional accommodation along with friendly service
Hotels designed to offer an exceptional value for money

Kyriad : 242 hotels, 14,691 rooms
4 countries
- Slogan: “You’ll find it hard to leave”
- Launched in 2002
- 2 and 3 star hotels, mostly located in France
- Non standardised product
- Kyriad is primarily a franchise brand (9% owned hotels)
Campanile: 379 hotels, 25,056 rooms
10 countries
Slogan: “Changing along with your desires”
Launched in 1976
2 star hotels located throughout Europe
Full service hotels, including restaurant & meeting rooms
Circa 52% of hotels are fully owned
Première Classe: 261 hotels, 18,875 rooms
6 countries
Slogan: “Best price without sacrifice”
Launched in 1989
0/1 star hotels mainly located in France
Limited service hotels offering good value for money
Circa 30% of the hotels are fully or majority owned


Mission statement
1. To be the leading and number one International hotel management company in terms of number of hotels covering all hotel categories.
Untuk menjadi pemimpin dan menjadi perusahaan manajemen hotel internasional nomer satu dalam hal jumlah hotel yang mencakup semua kategori Hotel.
2. To be the regarded as the number one employer in hospitality in the country.
Untuk dianggap sebagai penyedia tenaga kerja nomor satu dalam dunia pariwisata di negara ini.
3. To be a company with high CSR, corporate social responsibility and create the highest possible returns to the shareholders.
Untuk menjadi perusahaan dengan CSR yang tinggi, tanggung jawab sosial perusahaan dan menciptakan kemungkinan pengembalian tertinggi kepada para pemegang saham.
CULTURE
We wish…. and we are……
1. To manage with full Integrity
Memimpin dengan penuh integritas
2. To trust each member of the team
Percaya kepada setiap anggota dari kelompok
3. To adhere to open door policy
Mengikuti keterbukaan dalam peraturan
4. To openly communicate about all events / happenings
membuka komunikasi tentang semua acara dan peristiwa
5. To manage through participation of the team
Memimpin dengan ikut berpartisipasi
6. To openly voice one’s opinions
Terbuka memberikan suara pada setiap pendapat
7. To be very honest persons
Menjadi orang yang sangat jujur
8. To make decisions by mutual consent
Membuat keputusan dengan persetujuan bersama
9. To Listen to each other
Saling mendengar satu sama lain
10. To respect each other’s point of view
menghormati sudut pandang satu sama lain
11. To support each other
saling mendukung satu sama lain
12.To lead by example
memimpin dengan memberikan contoh
13. To use and show best practices
Menggunakan dan memperlihatkan praktisi terbaik
14. To treat suppliers, applicants, peers etc with same respect as we would our guests
memperlakukan supplier, pelamar, rekan kerja dengan penghormatan seperti yang kita lakukan kepada tamu kita
15. To adhere to the rules and regulations of the company
mengikuti Peraturan Perusahaan
16. To adhere the ethics and code of conduct of the company
mengikuti etika dan kode etik perusahaan

VALUES
We are to embrace the following values in the development of our company:
Kita menganut nilai nilai berikut dalam pengembangan perusahaan kita :

Culture
We are to preserve and promote the culture of the country and the local people as much as possible.
Kita harus melestarikan dan mempromosikan budaya negara dan masyarakat sebanyak mungkin.

Community
We are to support the local community and respect and work closely with the community in order to improve, protect and maintain the overall strength of the community.
Kita harus mendukung masyarakat setempat dan menghormati dan bekerja sama dengan masyarakat dalam rangka meningkatkan, melindungi dan menjaga kekuatan seluruh masyarakat.

Environment
Both in the development and in the operation of our hotels, but also in the homes of our employees we are live, act and work practising to be “green” and to ensure that we maximize to recycle; to use environmental friendly products and to save on energy and utilities.

Tidak hanya dalam pengembangan dan pengoperasian hotel kita, tetapi juga di tempat tinggal karyawan kita, bertindak dan berlatih bekerja untuk menjadi “Green" dan untuk memastikan bahwa kita memaksimalkan untuk mendaur ulang; menggunakan produk ramah lingkungan dan untuk menghemat energi dan penggunaannya.

By the end of this session, you will be able to have a personal grooming as professional according to hotel standard
pada akhir sesi ini, anda akan menerapkan personal grooming dengan profesional sesuai dengan hotel standard
1. Shower at least once a day before commencement of the shift.
Mandi setidaknya 1 x dalam sehari sebelum jam kerja dimulai
2. Mild deodorant can be used to keep the body odor fresh.
Deodoran beraroma ringan dapat menjaga badan tetap segar
3. Teeth should be brushed twice a day and after every major meal. Mouth
Wash or breath freshener should be used to keep breath fresh.
Gosok gigi 2x sehari dan setelah menyantap makanan utama. Pencuci mulut
atau penyengar nafas sebaiknya dipakai untuk menjaga nafas tetap segar
4. Always keep your feet clean and use deodorant spray.
Selalu menjaga kaki bersih dan gunakan spray pengharum
5. Mild perfume can be used.
Gunakan parfurm yang beraroma lembut

HAIR FEMALE
1. Should be worn off the face at all times and should be neat, clean, well combed and free of excessive oil.
Wajah harus cerah sepanjang waktu, harus rapi, bersih, rambut tersisir rapi, dan terbebas dari minyak berlebih
2. Trendy or extreme styles nature are not allowed. Color must be natural tone (Black).
Rambut dengan model modern atau model yang extreme tidak diperbolehkan, warna rambut harus natural hitam
3. Hair should be neatly tied up with black clips and black hair net especially employees concerning with hygienic.
Rambut harus rapi diikat dengan klip hitam dan jaring rambut hitam terutama untuk karyawan yang berhubungan dengan kebersihan

HAIR MALE
1. Hair well trimmed, should not extend past the top of the collar in the back and below the eyebrows in front and should not cover ears
Rambut dipotong dengan baik, tidak menyentuh kerah bagian atas dan rambut tidak menutupi kedua telinga
2. Male associates are to be clean shaven everyday before commencement of
the shift.
3. Karyawan laki-laki bercukur bersih setiap hari sebelum dimulainya shift. Moustaches, beards and goatees are not allowed.
Kumis, jenggot dan janggut tidak diperbolehkan.

MAKE UP
1. Make up with foundation should be applied in natural flesh tone colors to bright up the face.
dasar bedak make up sesuai dengan warna natural kulit
2. Lipstick/blush should be worn in bright colors according to skin’s tone.
Lipstik/ pemerah pipi yang digunakan adalah warna cerah sesuai warna kulit
3. Lip liner should match the lipstick’s color.
Lip liner sesuai dengan warna lipstik
4. Shimmers and glitters are not allowed.
Lipstik berkilau dan gemerlap tidak diijinkan
5. Only transparent non-colored contact lenses are allowed.
Hanya kontak lensa transparan dan tidak berwarna yang diijinkan
6. Big eye styled contact lenses and too long fake eye lash are not allowed.
Lensa kontak model bola mata besar dan bulu mata palsu yang panjang tidak diijinkan
HAND AND FINGERNAILS
1. Always keep your hands clean and wash when necessary.
Selalu menjaga kedua tangan anda bersih dan cuci saat diperlukan.
2. Keep fingernails trimmed and clean
pastikan kuku tangan selalu dipotong dan bersih
Female : length 0.3- 0.4 cm. from the tips
Male : length 0.1- 0.2 cm. from the tips
3. Female : Only clear polish is allowed and it must be unchipped.
Hanya diijinkan menggunakan cat kuku transparan dan pastikan terlihat rapi
4. Culinary employees are not allowed to use nail polish.
Karyawan dapur tidak diijinkan menggunakan cat kuku
SHOES & SOCKS

1. Must be plain black closed-in leather shoes. Keep shoes cleaned and polished. Must wear black socks.
Harus menggunakan sepatu kulit hitam polos. Jaga sepatu bersih dan disemir. Untuk Pria Harus menggunakan kaos kaki hitam
2. For Spa Therapists and Health Club Instructors must wear only specified shoes according to uniform and manager’s agreement.
Untuk Spa Therapist dan Instruktur pusat kebugaran harus menggunakan sepatu khusus sesuai seragam dan kebijakan managemen
3. Culinary, Engineering and Security associates must use black socks and black safety shoes
Karyawan bagian Dapur, Engineering, dan Security harus menggunakan kaos kaki hitam dan sepatu safety hitam

JEWELRY

1. Nose rings and tongue rings are not allowed.
Cincin di hidung, dan cicin di lidah tidak diijinkan
2. Maximum 1 ring per hand. (Married)
hanya 1 cicin diijinkan di setiap tangan
Female: 1 earring per ear
Wanita : 1 anting di setiap telinga
3. The earring can not be longer than 1.5 cm.
below the lobe of the ear.
Anting tidak boleh lebih panjang dari 1.5 cm dibawah lobang telinga
Male: earrings are not allowed.
Pria : Anting tidak diijinkan

ACCESORIES

1. One business like material wristwatch is allowed.
1 jam tangan yang terlihat formal yang diijinkan
2. Ankle bracelet, armband can not to be worn while on duty.
Gelang kaki, gelang tangan tidak boleh digunakan saat bertugas
3. Necklaces should not be visible on uniformed employees.
Kalung tidak terlihat saat karyawan menggunakan seragam
4. Tatoos should not be visible.
Tatto tidak boleh terlihat

MOBILE PHONE

1. Mobile phone is prohibited for uniformed employees while on duty.
Mobile Phone dilarang untuk staff yang menggunakan seragam saat bekerja
2. Mobile phone can be used during break time at employee’s recreation space only.
Mobile phone dapat digunakan saat istirahat makan siang di area beristirahat

NAME TAG

1. Name tags must be worn at all times, upper left side of the uniform while on duty.
Name tag harus digunakan setiap saat, di bagian kiri atas dari seragam saat bertugas
2. To wear anybody else’s name tag defeats the purpose.
Menggunakan name tag orang lain menyalahi aturan
3. Replacement can be ordered through HR Department
Penggantian dapat memesan ke HR Department
4. Any lost of name tag associate will pay for the nominal fee.
Bila menghilangkan name tag karyawan akan dikenakan biaya
UNIFORM

1. Wearing clean, neatly pressed uniform is very important.
Menggunakan seragam yang disetrika rapi adalah sangat penting
2. Wrinkles, stains, rips and odors will destroy the overall look of your uniform and will certainly offend our guests send dirty uniforms for cleaning.
Bila ada kerutan, noda, robek dan bau akan merusak keseluruhan tampilan seragam anda. Dan tentu akan mengganggu para tamu kita. Segera cuci seragam yang kotor
3. Report to uniform room any stains, rips, holes loose or lost buttons.
laporkan ke HK bila ada noda, robekan, lubang kancing yang longgar atau kancing hilang

Telephone Greeting Standard

EXTERNAL
Good morning/afternoon/evening Thank you for your calling Hotel Name this is (employee name) how may I help you?


INTERNAL
Good morning/afternoon/evening (department name) this is (employee name) how may I help you?
10 Golden Rules
Welcome And Farewell guests with a smile
Address our guests by name
Use standard telephone greeting with a smile
Handle complaints fast and effectively
Think & talk positive, enjoy your work
Be flexible and open minded
Look immaculate, feel great, be healthy
Be a team player, always support others
Know your hotel and your product
small details make all the difference
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