1. Executive Summary - Hospitality ON...1. Executive Summary At Taylor’s University, our mandate...

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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.

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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).

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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.

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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.

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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

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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

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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

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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.

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6.5 Field Trip Training session at Port Dickson

Port Dickson 3 days 2 nights trip… BONDING TIME!!

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6.6 Brochures– Shangri-La

Front Cover

Inner Cover

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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

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7.2 Signing of Memorandum of Understanding - Hilton Hotels Worldwide

19th August 2011

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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

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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

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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

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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.

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Training Programme Pictures by Hilton

Leadership training at Hilton Hotel Petaling Jaya

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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”

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7.8 Brochure – Hilton Worldwide

Front Cover

Back Cover

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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

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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.

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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.

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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

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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

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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

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8.7 Mandarin Oriental STEP Candidates - Training Session Pictures

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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

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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

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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

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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

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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

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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

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9.7 Training Programmes Pictures

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9.8 Brochure

Front Cover

Back Cover

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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

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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.

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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

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Accor Adoption Ceremony - 1st December 2015

The Accor adoption ceremony was held at Pullman Putrajaya Hotel.

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Brochure - Accor

Front Cover

Back Cover

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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.

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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

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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.

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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:

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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.

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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.

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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.

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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.

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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)

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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)


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)


25 September 2013 Journey of Hotel Operations Taylor’s University (Linda Pecoraro-Director of Operations, Hilton Hotel Petaling Jaya)

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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)


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)



23 October 2013 Business Relationship Between Hotel & Online Travel Agency

Taylor’s University (Gloria Wilson-Sales & Account Manager, Fastbooking.com)



2 November 2013 Ruemz Operational Attachment (rotation between Front Office, Housekeeping and Food & Beverage with each hotel group attached 4 weeks at each department)


5 November 2013 Train The Trainer Ruemz Hotel (Roy Cheng Yew Chuan-Managing Consultant, International Hospitality Resources)

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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)



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


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)

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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)

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11 June 2014 Quality Control & Measures On Managing Customer Satisfaction


11 June 2014 CRM System with Best Practices In Hotel


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


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


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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


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)

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10 October 2014 Risk Management For Hotel Business


7 November 2014 Innovative & Creativity Practices For Hotel Operations, Guest Contact and Business


14 November 2014 Environmental Sustainability & Community Engagement Practices By Hotel


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)

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Pictures of GeM 1 Training Programs

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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


18 18 18 9

(9 Malaysian, 6 Indonesian, 2 Chinese, 1 Vietnamese) (5 Malaysian, 2 Indonesian, 1 Chinese, 1 Vietnamese)

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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)



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)







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)


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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)



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)

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5 December 2014 Ruemz Operational Attachment (rotation between Front Office, Housekeeping and Food & Beverage with each hotel group attached 4 weeks at each department)



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


3 April 2015 GeM Learning Journal Presentation Taylor’s University (Pauline Tang-Lecturer)

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GeM 2 Training Pictures

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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


8 8 5 3

(5 Malaysian, 3 Indonesian) (1 Malaysian, 2 Indonesian)


1 December 2014 GeM 3 Adoption Ceremony Pullman Putrajaya Lakeside Hotel (Jennifer Lim-Regional Director of Human Resources, Pauline Tang-Lecturer, Taylor’s University)


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


3 April 2015 GeM Learning Journal Presentation Taylor’s University (Pauline Tang-Lecturer)

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GeM 3 – Training Pictures

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GeM Brochure

Front Page

Inner Page

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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.

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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”

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