Posted by: edwinpribadi | February 26, 2012

AREMA@BATAM

20120226-115852.jpg

Arema community gathering was held at Pacific Palace Grand Ballroom. The crowd really look like that we are at Gajayana stadium, and more likely they are fans of Arema football club…. Awesome and really enjoyed the crowd.

Posted by: edwinpribadi | January 18, 2012

Chinese New Year ” Long Sui Year “

This Chinese new year is very special, event thought I am not Chinese, the reason is more likely because I have dragon shio and indeed this year would be a dragon year moreover it means a lot and expect this year would be bring more luck and better on my carrier, relationship and personal life……

Happy Chinese new year…….

20120119-002644.jpg

20120119-003039.jpg

Posted by: edwinpribadi | May 12, 2011

Understanding Chinese Culture.


Confucianism is the foundation of Chinese culture. It’s a system of behaviors and ethics that guides people in various relationships. When all relationships work in harmony, a society functions well. One tip for you: Try to refrain from confrontations and conflicts, and be patient in cultivating relationships and trust, as it’s a prerequisite of a successful business deal with Chinese.

In Chinese etiquette, “face” is a key element. It can be translated as “reputation,” “honors” or “respect,” and you should always “give face” to your Chinese business partners in order to gain their trust and support. Remarks or actions that make them feel “lose face” would ruin the relationship badly, which may take a long time to be reconciled, and it’s possible it never will be.

Doing business with Chinese could be difficult if you are not familiar with Chinese etiquette and culture, which stems from Confucianism and folk superstitions. For example, giving a clock as a gift wrapped in white paper would be seen as wishing ill upon the recipient, as clocks and white denote death in Chinese culture, whereas gifts like red wine and dragon artwork are considered auspicious and often appreciated.
On Chinese New Year celebration, it’s time for family gatherings, friends visiting and to offer one another blessings and gifts. Though traditions of the Chinese New Year may vary from place to place, the spirit underlying the diverse celebrations is the same: a sincere wish of peace, prosperity and happiness for family and friends. They usually gather to enjoy a dinner with their family and also Chinese people like to express gratitude with gifts, and gifts are also given at Chinese New Year, weddings, births and birthdays. In Chinese etiquette, one should always present gifts with two hands, and gifts should not be opened in front of the giver.
Posted by: edwinpribadi | April 9, 2011

Handling Guest Group Luggage


On the arrival of group guest with such a huge amount number of luggage, sometimes as a concierge

is difficult to handle, we are worrying if any luggage lost or damage.

And why is this task important to you and our guest?

  1. We must provide a prompt and accurate luggage service to our group guests.
  2. Safety is one the most important issues to our guest, we must make sure their luggage’s safety.
  3. Increase guest satisfaction.
  4. Demonstrate professionalism.

Here below is the SOP how to handle guest group luggage:

STEPS

HOW / STANDARDS

Group arrival When group arrives at the hotel, the doorman should direct the coach so that it does not block the main entrance.

Bus Coaches must park on the street in front of the hotel entrance

Doorman will great guest and escort them to the lobby, Guest service manager will escort our guest to the group check in area.Handle luggageDesignated bellmen and doorman should unload the luggage and place them in neat lines adjacent to the entrance.

Luggage will never be stored in the hotel lobby.

To ensure all luggages is kept together luggage net must be used.

The chief concierge must confirm the number of luggage items with the tour leader and driver.Tag LuggageBellmen should have group rooming list, luggage tags and a pen.

Using the rooming list, the bellmen will apply tags, marked with the appropriate room number to the luggage.Deliver luggageLuggage is loaded onto trolleys as per floor, for delivery.

Deliver the luggage to the guests’ room according to the group rooming list.

Bellmen are to return the rooming list to the chief concierge after the delivery.Group departureThe chief concierge must confirm the Luggage collection time with the tour leader.

The chief concierge will note the departure date / time and luggage collection time on the group rooming list.

The group rooming list must be attached to the group file.

One day prior to group departure, the group departure report needs to be printed out and luggage slips are then prepared.Collect luggageBellmen must collect all luggages from the floor outside on departing guest rooms and lost it onto the trolleys.

Bring the luggage to the lobby to wait departure.

Luggage will be placed straight into the group coach or in neat lines covered with net, in the appropriate area and waiting for further instruction.

At least one bellboy will be responsible for the safety of the luggage in the lobby.Hand over LuggageLoad all luggages into the coach.

The chief concierge must confirm the quantity and condition of the luggage with the tour leader before departure.


Posted by: edwinpribadi | March 21, 2011

Concierge Policy and Procedure

This article was taken from Les clefs d’Or Australia, It’s applicable for four or five star rated hotel. Hopefully from this article we may get fully understanding, depth insight and knowledge on hotel concierge duty, task and responsibilities.

Concierge Policy and Procedure :

1. Commissionaire Services
2. Communication and Record Keeping
3. Computer Systems
4. Concierge Services
5. Duty Of Care and Security
6. Gratuities and Gifts
7. Hotel Facilities
8. Parking
9. Porter Services
10. Property Image and Brand Standards
11. Revenue Generating Opportunities


1. Commissionaire Services

  • Buses
  • Cleanliness
  • Driveway / Porte Cochere
  • Greetings and Farewells
  • Guests Under The Influence
  • Limousines
  • Luggage
  • Parking Charges
  • Security
  • Self Parking
  • Special Needs Guests
  • Taxis
  • Traffic Management
  • Valet Parking
  • Work Station

2. Communication and Record Keeping

  • Accommodation Requests
  • Advance Requests
  • Checklists
  • Communicating to Guests (forms of address, hotel jargon, telephone etiquette and techniques, using positive verbal and non-verbal language etc)
  • Complaints
  • Conference Notice Board
  • Control Sheets
  • Diary
  • Job Slips
  • Key Cards
  • Leave Requests
  • Maintenance Reports
  • Media
  • Packages Incoming
  • Packages Outgoing
  • Phonetic Alphabet
  • Report Printing
  • Rosters
  • Shift Handover
  • Stock Requisition
  • Time Sheets

3. Computer Systems

  • Backing-up files
  • E-mail
  • Internet Sites
  • Navigation of Property Management System (log on, password, features access)

4. Concierge Services

  • Airline Bookings
  • Airline Confirmations
  • Airport Transfers
  • Amenities
  • Baby Sitting Services
  • Charging Guest Accounts
  • Charter Transport
  • Computer
  • Conflict of Interest
  • Courier Services
  • E-mail
  • Establishing Method of Payment (by phone, fax or online)
  • Facsimiles
  • Familiarizations
  • Flowers
  • Golf Bookings
  • Information Compendium (Guest Directory)
  • Items Held For Collection
  • Jogging / Walking Maps
  • Laundry
  • Lending Hotel Property
  • Limousines
  • Luggage Repair
  • Mail
  • Massage Services
  • Medical
  • Messages
  • Newspapers
  • Public Transport
  • Rental Cars
  • Restaurants
  • Sport and Recreation
  • Taxis
  • Theatre Tickets
  • Tours and Excursions
  • Wake-Up Calls

5. Duty of Care and Security

  • Accessing Guest Rooms
  • Armed Hold-Up
  • Award Awareness
  • Car Breakdowns
  • Electrical Conversion
  • Emergency Evacuation Procedures
  • Guest Personal Security Advice
  • Illegal Activities
  • Intoxicated Guests and Visitors
  • Lending Hotel Property
  • Lift Lock Off Key
  • Lost Luggage In House
  • Lost Property
  • Lost Property From Taxis
  • Master Keys
  • Occupational Health and Safety (manual handling, safety vests, sun exposure, taxi torch etc)
  • Privacy Act
  • Prostitutes
  • Protecting Room Number Information
  • Protecting Silent Booking Requests
  • Protecting VIP Information
  • Retrieval of Items From Guest Vehicles
  • Storage of Valuable Items (airline tickets, jewellery etc)

6. Gratuities and Gifts

  • Alcoholic Gifts
  • Christmas Gifts
  • Commissions
  • Gratuities
  • Personal Gifts
  • Porterage

7. Hotel Facilities

  • Business Centre
  • Conference Facilities
  • Disabled Access
  • Disabled Toilets
  • Food and Beverage Outlets
  • Guest Laundry
  • Laundry Room
  • Lobby Shop
  • Rooftop Facilities
  • Room Safes
  • Safety Deposit Boxes
  • Telephones

8. Parking

  • Breakdown Service
  • Casual Parking
  • Conference Parking
  • Signatures Required
  • Self Parking Guests
  • Valet Parking
  • Visitor Parking

9. Porter Services

  • Arriving Guests
  • Departing Guests
  • Group Check In
  • Group Check Out
  • Lost Luggage From Airlines
  • Luggage Delivery
  • Packaging Items For Guests
  • Quiet Time Contingency List
  • Retrieving Stored Luggage
  • Room Moves
  • Rooming Procedure
  • Shoe Shine
  • Storage of Check Out Luggage
  • Storage of Frozen & Refrigerated Items
  • Storage of Long Term Luggage
  • Storage of Room Wait Luggage
  • Work Stations

10. Property Image and Brand Standards

  • Brochure Rack
  • Concierge Desk
  • First Impressions
  • Flag Display
  • Grooming, Deportment and Uniform
  • Guest Loyalty Programme
  • Guest Satisfaction Index
  • Guest Satisfaction Surveys
  • Hotel Motto / Mission Statement
  • Offsite Behaviors
  • Public Areas (porters trolleys, room service trays in corridors, cleanliness etc)
  • Time Management

11. Revenue Generating Opportunities

  • Booking Commissions
  • Food & Beverage Outlets
  • Hiring of Hotel Property
  • Hotel Loyalty Program
  • Other Company Properties and Business Partners
  • Promoting Les Clefs dÓr Supporters
  • Promoting Property Facilities and Services
  • Sales Leads
  • Suggestive Selling Techniques
  • Up-selling Techniques


Posted by: edwinpribadi | March 10, 2011

The Role of Hotel Concierge


The concierge provides information, advice, guidance and assistance to hotel guests in all manner of things, including hotel services, entertainment, recreation facilities, restaurants, luggage, transport, sightseeing etc. The concierge also leads a team, which may include assistant concierges, porters/bell boy, door man, commissioners and valet parking attendants.

The strategic position the concierge and his or her team occupies within the hotel is very important as the responsibility of being both the first and last point of contact for each guest falls on this department. As such it is important the concierge fosters a team which is able to work together to provide the maximum level of service possible. The importance of the concierge being able to form, train and nurture a strong team cannot be underestimated, as is developing strong inter-departmental relationships within the hotel.

Developing a positive working relationship with service suppliers to the hotel is also important for the concierge, as guests often rely upon people external to the hotel to have their needs met.

It is paramount that the concierge be able to develop a rapport with guests to be able to understand their individual requirements in order to best serve them. In all his or her activities, the concierge must observe the aspects of legality, morality and honesty, that is, be a person of unquestionable integrity.

Providing accurate information is very important, information should be organized in a logical way so as to be accessible to as many departmental members as possible. In addition to the information the concierge has on file, he or she should possess high levels of general knowledge. The essence of being a concierge is to serve and at the same time to be an ambassador for the hotel and the profession of concierge.

 

Sources :
les clefs d’or Australia

Posted by: edwinpribadi | February 22, 2011

Wendit Recreational Park

Finally I had a chance on my 2nd weeks here on my short vacation visiting Wendit, It has been very a long time, I never visit this place,some facilities are improving. It’s needed Rp.10.000 for entrance fee and Rp.17.500  additional charge if you like to enjoy the water boom, overall It is worth and at reasonable price.

Wendit in the past renowned with the tame monkeys, free living on the Wendit forest, inhibit in all trees if you lucky you might see some of them until now.

This place is located in Mangliawan village, sub region of Pakis, about 8 km from Malang, East java. Wendit recreational park now provide varies of attraction, the huge swimming pool and lake where kids and parents can ride a fancy boat are still the main of the attraction, restaurant with local taste, kid play ground and souvenir shops are also available, furthermore Wendit now days has been develop to attract more visitor, Spa and a modern water boom is two facilities that made Wendit is worth to visit. In my though still need more improvement if this place want become a leading recreational park defeated others recreational park which already establish and has well management like Jatim park and Batu Night Spectacular in Batu.

According to Wendid attendant, in special day or special event (usually on public holiday), very often the management held special event by arrange an entertainment, inviting famous local actress-They will perform on open stage and sing on dangdut orchestra.

If you and your family are planning on short budget vacation and too lazy go out of town then this place are worth it to visit…

The lake

Spa pond


"THE BUTO" Wendid main gate


Wendit the real inhibitans



Posted by: edwinpribadi | February 14, 2011

On Tea Plantation Wonosari – Lawang

Hmm, this time holiday haven’t got much really to do, the weather not even let me out further from my house, dark cloudy in the morning and follow by a heavy rain all day long….

Spent mostly just sat in front TV, ate my mom homemade snack and kept on eye of three my naughty nephew…(sometimes could make me really crazy seeing them fighting each others.,)

Finally on Sundays or on my fifth days here….The weather still on cloudy mood but can stand for me to go somewhere, Letting this heavy mind out…,

Want play tennis......

The scene is awesome


I was going to Tea plantation garden, It is only 30 minutes drive away from Lawang….Renown for its picturesque tea garden landscape, jade and green tea leaf on mount Arjuno slope, the historical charm of this region will definitely get you buzzed off life ….so peace full, cool and refresh ….

"Flying Fox" This must try

Roasted sweet corn..would u like some?


Horse riding only 10.000 IDR

Stunning scenery

Green jewel...

Posted by: edwinpribadi | January 13, 2011

Replying with good writing English expression on guest complaint

English language is always interested me, especially English writing. Currently I discovered some English expression that very useful for hotel management or staff to reply and response accordingly to guest complaint. In some occasion hotel management feels the need to respond to guest comment,
they feel truly sorry that the quality of the stay did not match with the guest’s expectations and the hotel management feel however the need to justify regarding some points.

I found this expression from hotelier forum some of them are used to reply a negative comment on tripadvisor.com. This English expression has made good sense understanding in replying negative guest comment; it has very deep meaning, precise and polite.

Here are some expressions that you can use:

  • I am sorry for all this inconveniences that have been caused to you during your stay here. I foresee that we probably will not be able to satisfy your needs and since I do not wish to ruin your holiday may i suggest another hotel that may be able to look after your better.
  • The delays to have the rooms ready:
    As much as we understand the disappointment in waiting for the room, we do our utmost to find the best product to every of our guests. Sometimes getting a larger room takes a bit more time, but it is always done in the spirit to optimize the guest’s whishes at best.
    Unfortunately this time of the year being the busiest in ….., we do not have very much flexibility to upgrade most guests.
  • The room size:
    We also feel very sorry that the guests found our rooms small. We do advertise our room sizes on our website, and have never pretended to have very large room sizes. They are however very practical and the space are optimized at its best. Being located in a 19th century building, all our rooms differ in sizes, but it is also part of the charm of a boutique hotel.
    Although yes, we are a boutique hotel located in the golden triangle, and therefore have sizes matching with the standards of any luxury hotels in the same area.
    We have created intimate and trendy atmosphere, and are proud to advertise it.
  • We do not wish to comment any further about the personal comments made towards the management. We feel that we did the utmost to accommodate the guests at best, and know therefore that our duty was accomplished. We are however sorry that the guests did not acknowledge it.
  • The lack of information from Front Office Attendants:
    Most of our staff have been working with us for a long time. We keep regular and happy co-workers who are professional and willing to always do their best. We have however hired several trainees and new co-workers due to the level of occupancy. Even though all information might take time to be gathered to everyone, we acknowledge these weaknesses, but learning and training takes time if one wants to do it properly.

To summarize, Hotel management feel that they are always hearing with great attention any customers’ comments. Sometimes however, one gets a better idea by hearing both points of views.
They would be of course delighted to discuss further any complaints or comments and will be happy to assist any disappointed customer to renew their experience with them in order to demonstrate their willing to serve them in the best way we always do.

 

 

Posted by: edwinpribadi | January 6, 2011

Others pic on PAC-PAL street parade

This was pic that taken from 3th Anniversary of PAC-PAL right before the parade was started. They are from Security, F & B and Engineering department, they were really enthusiast joined this parade…he he…..Look deeper at each staff face…

Smiling and laughing from it started…

Pac - Pal Security..

Agus, Istianto, Amel...

Food and beverage staff..

Amel and Me

Pak Irwan was giving an intruction....



Come on stay in line……..

Older Posts »

Categories