OBJECTIVE

• To implement Aerowisata Re-branding program , specifically

modules of:
- Visual Brand Standard
- Service Brand Standard
- Sequence of Service
- Guest Experience (Compilation Guest Comment)
• To ensure the continuity of internal and external training to
reach the target by 48 hours average of every employee in the
year and to develop our colleagues who will be ready to advance
their career within the organization.
• To Achieve Brand Promises and Mile Stone 2016 (AHM)
“ Financial Stability & Operation Efficiency “
• To create Departmental Trainer as an agent of change, to be
responsible for the development of their team and to ensure
delivering Aerowisata Brand Promise to each guest and
sustainable business growth
 Knowledge & Quality Strategy

Mile Stone 2016

(AHM)
GUEST EXPERIENCE ( Financial Stability &
-GUEST COMMENT Operation Efficiency )
GUEST COMMENT
EVALUATION INDEX Financial Stability towards the
- ALL Property -Summary’s from income of management fees,
AUDIT & guest comment. marketing fees, incentive fees,
BRAND PROMISES ensuring sound financial stability
EVALUATION - Training VS Guest
- LOBBY
- Authentic Indonesian Satisfaction index and efficiency for the operations.
Hospitality.
- GUEST ROOM
- To Ensure a maximally
- GUEST FACILITIES comfortable and memorable
ROAD TO AERO CLEAN
- GARDEN & BEACH stay.
2016 (STAGE I )
ROAD TO AERO CLEAN 2016
-Program & Task
(STAGE II)
Force Team
-Audit & Evaluation
- Awareness , Knowledge
Plan &
Implementation
SEQUENCE OF SERVICE
FRONT OFFICE
 FRONT OFFICE

Concierge – Airport Pick up Service

Service sequence in guest arrival

STEP:
1. Get Report
2. Upon Arrival at the airport
3. Before flight Landing
4. Upon flight landing
5. Meet the guest
6. Escorting to the car
7. Inform Hotel
8. Log book
 1. Airport Pick up Service

STEP

1. Get Report a. Every Morning and Afternoon shift Airport Representative should
print arrival report from the system
b. Double check with concierge daily transportation control system
c. Check airport limousine / cars transfer status
2. Upon arrival at the airport a. Check all the guest flight arrival time according to arrival report
b. Make sure all the ETA is updated
c. Every 30 minute check the ETA and if there are any change, up date
the arrival report and call back to hotel to inform concierge on duty
3. Before Flight landing a. Prepare sign board of printed guest name, and flight details clearly
b. Ensure limousine / hotel cars arrive at the airport 15 minute prior
to the flight arrival
4. Upon flight arrival a. Hold the sign board in front of you at eye visible level and stand in front
of the arrival gate to wait for the guest.

5. Meet the guest a. Always maintain a smile and when guest approaches greet the guest
b. Perform brief introduction. Offer assistance with the luggage
c. Inform limousine driver / hotel driver for pick up.
 Airport Pick up Service

STEP

1.Maintain a smile, greet the guest, perform " Selamat pagi (or siang, malam) welcome to Bali
brief introduction, and offer assistance (name of city)
with luggage. Mr./Mrs......My name is,,,,,, I'm the airport representative
2. inform the limousine driver / hotel driver to of Kila Infinity 8.
approach the entrance to pick up guest. Please let me help you with your luggage

6. Escorting to the car a. Accompany guest to entrance driveway

b. During the waiting time, make conversation with guest
c. Open the door of the car for the guest
d. Once guest sits in, offer cold water, today's newspaper and
some hotel brochure, and a bottle of mineral water
e. Fond farewell

1. Converse with guest How was the flight, Mr/Mrs.....?

"have you been to Banli before, Mr / Mrs.... .?

2. Inform the guest about the waiting time. “The limousine/hotel car will come in 5 minutes from the
parking are, I hope you don't mind waiting.
 Airport Pick up Service

STEP

3. Offers cold towel and in car "Here is a cold towel for you Mr./Mrs...
amenities there are some reading materials including today's newspaper if you would
prefer to read during your journey to the Hotel. A bottle of mineral water
is also prepared for you. Is there anything else I could assist you with?

4. Fond farewell "I hope you will enjoy your stay with us, Mr / Mrs.....have a pleasant
Journey

7. Inform hotel a. Telephone hotel concierge and inform the guest is on the way
b. Inform the limousine / car plate number, guest's name, the number of
people, the number of luggage, and leave airport time.

8. Log book a. Airport representative must make a record on the airport log book
 FRONT OFFICE

Concierge – Doorman (Guest arrival / Departure)

Service sequence in guest arrival

STEP:
1. Greeting

2. Help with Luggage

3. Offer Direction
 Doorman(Service sequence in guest arrival)

STEP

1. Greeting a. Acknowledge guest when they approach the door within 3 meters with eye
contact and a smile
b. Upon a car approaching the hotel main entrance, proceed to open the
front door to assist the guest
c. Greet and welcome guest at the main entrance
1. Greating the guest "Selamat pagi (or selamat siang, selamat malam)
Welcome to Kila Infinity 8

2. Help with Luggage a. If there is luggage, be proactive and offer assistance

with the luggage

3. Offer direction a. Direct guest to the Front Desk / Restaurant / Function rooms
as appropriate

2. Offer direction "Where would you like to go Sir / Madam?"

"The Front Desk is that way if you would like to proceed with check in"
 Doorman (Service sequence in guest departure)

STEP

1. Greeting a. Acknowledge guest when they approach the door within 3

meters with eye contact and smile
b. Greet guest at the main entrance and ask if Taxi / Limousine will be
needed
c. If yes, inquire about the destination

2. Arrange transportation a. Call a taxi on Standby

b. Inform driver of destination

3. Help with Luggage a. Assist bellmen in loading the luggage into the Taxi's/ limo's trunk
b. Ensure all luggage have been placed into the car by asking the
guest to verify his / her luggage
4. Farewell a. Open the door for the guest and wish him / her a nice trip
5. Extra Service a. Always give a taxi card (in local language) to ensure correct
destination(where applicable)
 FRONT OFFICE

Concierge – Bell Desk (Guest Arrival)

Service sequence in guest arrival

STEP:
1. GREETING
2. HELP WITH LUGGAGE
3. PARKING CAR
4. OTHER SERVICE
 Bell Desk (Service sequence in guest arrival)

STEP
1. Greeting a. Upon a car approaching the Hotel main entrance, proceed to open the
car's door to assist the guest
b. Welcome the guest to the hotel and ask if luggage is in the trunk
1. welcome the guest "Selamat pagi (or selamat siang, selamat malam) welcome to Kila Infinity 8”

2. Help with Luggage a. If there is luggage, be proactive and offer assistance with luggage
b. Retrieve the luggage as instructed by the guest and put it on a luggage trolley
carefully
c. Be careful not to damage any luggage especially leather bags
d. Verify that all pieces have been retrieved from the car
e. Confirm the total number of luggage
f. Tag each bag on a visible spot
g. Bellman positioned at the front door will bring the luggage trolley in to the lobby,
place it together in luggage storage area and wait for guest's next instruction
3. Parking Car a. If guest requests car parking service issue the parking voucher to the guest
and explain the charges for valet parking (where applicable)
b. the car key needs to be returned to the concierge / Bell desk, and put in the key
cabinet
c. Valet / Bellman / Hotel driver may park the car in designated parking area
4. Other service a. Direct guests to the front desk / restaurant / Function room as appropriate.
 FRONT OFFICE

Guest Check In with and without Reservation

Timings:
The check in procedure to take no more than three minutes for guests with a
reservation and no longer than five minutes for guest without.

Guest Expectation Outcomes:

1. Colleague to be visible at all times
2. Efficient and fast check in.
3. The Front Desk colleagues
a. Smilling, enthusiastic and positive
b. Helpful,proactive and enggaging
c. Organised,efficient and knowledgeable
d. Looking their best
 FRONT OFFICE

Guest Expectation Outcomes:

4. Guest to be treated as individuals and guest’s name

should be used at least once during check in.

5. Accurate room allocation and billing.

6. Explanantion of what is included in their room rate,

e.g. complimentary breakfast and Wi Fi.

7. Show guest they are important by taking the time to

acknowledge them in a polite/friendly way.
 FRONT OFFICE

Guest Expectation Outcomes:

8. Loyal guest recognation

9. Check in must be available for guaranteed

reservation by 15:00

10.If guest arrives before check in time and rooms

are available, colleagues must offer the guest
the option to check in early, free of charge
 FRONT OFFICE

Guest Check In with and without Reservation

Get Ready – Be Efficient

Make things easier for guests by doing as much as possible in advance.

Registration task that should be completed before arrival:

1. Room allocation, registration and key card preparation.
2. Prepare key card wallet and registration cards prior to the guest’s arrival.
3. Follow up all pre-registration policies and procedure
4. Review list for VIPs
 FRONT OFFICE

Guest Check In with and without Reservation

Registration task that should be completed before arrival:

5. Using the arrivals details report, add any traces or alerts for this stay if the guest
encountered issues during their last stay
6. Add all documented gust issues and comments to the guest’s PMS profile (i.e
TripAdvisor etc)
7. Ensure that all reservation traces have been cleared, communicated and delivered
to the appropriate departments prior to the guest’s arrival
 FRONT OFFICE

Service sequence in guest check in with Reservation

STEP:
1. Acknowledging Guest
2. Welcome guest
3. Locate Reservation
4. Confirm guest Information & Method of Payment
5. Registration Card
6. Establish method of payment
7. Handling different situation
8. Share hotel information
9. Cutting Key and Farewell
 Guest Check in with reservation

STEP

1. Acknowledging Guest a. Acknowledge guest when they arrive within 3 meters of the Front desk
with eye contact and a smile
b. If guest is waiting in the line, make eye contact or verbally acknowledge
that they are waiting by letting them know that you will be just a moment.
c. When it is the waiting guest's turn, thank them for the wait.
1.Verbally acknowledge guest "I will be just a moment to serve you, Sir / Madam
waiting in the line.
2. Thank guest for waiting " Thank you for waiting Sir / Madam. How may I assist you?"
2. Welcome Guest a. Make a connection
- Smile, speak clearly and use eye contact as much as possible
- Welcome the guest in a polite/friendly way
b. Ask the guest for their name
-The guest's name should be used at least once during the check in process
-Ask the guest if they have stayed at the hotel before
-If yes, welcome them back but still ask during check in if they require any
more information about the hotel
c. If you have challenges with spelling guest's surname, you may ask for their
ID to save time
 Guest Check in with reservation

STEP
1.Greeting the guest "Selamat pagi (or selamat siang, selamat malam) welcome to Kila Infinity 8, How
may I assist you?
2.Identify and inquire guest "May I have your passport /ID for registration, please?
name
3. Locate Reservation a. Locate Reservation
b. If you are unable to find reservation details ask for the guest confirmation
number, check for similar spellings, reversal of first and last name, search for
reservation in CRS etc.
c. Read and action all allerts, messages and comments before proceeding to
check in guest
d. Make guests feel at ease while trying to locate their reservation. If there
is a delay, apologize for the delay in locating their reservation.
4. Confirm Guest Information a. Verbally present guests with the following to verify registration details:
& Method of Payment Length of Stay
Number of People
Confirmation of room Type
Smoking or non smoking room
Package (specific)
Room rate (unless specified otherwise)
 Guest Check in with reservation

STEP
5. Registration card a. Hand registration card to the guest. Ask them to confirm their details and
fill in following sections:
Email address
Car registration number (if required)
Passport number (only for non Indonesian resident)
Signature
6. Establish method a. Check whether guest already paid for the stay in the system:
of Payment Guest paid already
-explain payment status and suggest a credit card to allow incidental charges
Guest has not paid yet
-Explain payment status and establish preferred payment method,
i.e. Card, cash etc.
-If guest pays by cash they will need to pay cash deposit to cover all nights
of the stay
-If guest pays by credit card:
Verify that the cardholder's name is correct, expiration date is valid and
the signature matches the registration card
Run the card through the authorization card
if guest ask to open the account, explain how the authorization works
 Guest Check in with reservation

STEP
7. Handling a. If Credit card is not approved
different situation - Go out your way to make the guest feel at ease. Watch your tone and be discreet, positive
b. If the room is not ready for guest check in:
- Apologize sincerely
- Inform of the approximate length of the wait
- Offer an appropriate place to change, if required
- Hold luggage until room is ready
8. Share hotel a. Share information about the hotel
information -Provide an explanation of the following services during the registration/ taking payment
process to ensure the check in is done in an efficient and personalized manner
-Provide location and introduction to complimentary breakfast including hours of
operation.
- Provide check out time.
b. Where time permits and as appropriate to the guest's need and to hotel
-Transportation services
-Any additional information that would be benefit the guest, i.e. Local
attraction, on going promotions and offers, busy / quite time for Breakfast.
-If guest has not stayed in the hotel before, ask if they would like more
information about the hotel.
 Guest Check in with reservation

STEP

9. Cutting Key and a. Ask the guest how many keys are required
Farewell b. Write the room number on the key card wallet and show it to the guest:
-Guest room numbers must not be announced, or printed on the outside of
the key card wallet or electronic keys for security reasons.
-The guest's name must not be written on the key card wallet
c. All registration materials should be placed into the guest's hand at
this point:
-Key card wallet
-Wi Fi code
d. Directions to the room-explain location of the lift and floor of guest's
room
e. If guests are visibly carrying luggage, offers assistance to help
f. Offer further assistance and explain to contact reception if they need
anything else.
g. Wish the guest a pleasant stay.
 FRONT OFFICE

Service sequence in guest check in without Reservation

1. Acknowledging Guest
2. Welcome Guest
3. Determine Guest Needs
4. Sell room / Confirm Availability
5. Enter Reservation details : Guest Information
& Method of payment (Registration Card)
1. Establish method of payment
2. Handling different situation
3. Share Hotel Information
4. Cutting Key and farewell
 Guest Check in without reservation
STEP
1.Acknowledging Guest a. Acknowledge guest when they arrive within 3 meters of the Front desk
with eye contact and a smile
b. If guest is waiting in the line, make eye contact or verbally acknowledge
that they are waiting by letting them know that you will be just a moment.
c. When it is the waiting guest's turn, thank them for the wait

2. Welcome Guest a. Make a connection

-Smile, speak clearly and use eye contact as much as possible
-Welcome the guest in a polite/friendly way
b. ask the guest for their name
-The guest's name should be used at least once during the check in process
-Ask the guest if they have stayed at the hotel before
-If yes, welcome them back but still ask during check in if they require any
more information about the hotel
c. If you have challenges with spelling guest's surname, you may ask for their
ID to save time.
3. Determine guest need a. Listen to guest's requests
b. Determine room nights
c. Check availability
 Guest Check in without reservation

STEP
4. Sell room / confirm availability a. Offer room types availability
b. Give descriptions of the different room types
c. Quote the room rates.

5. Enter reservation Details : a. Reservation details

Guest Information, -full name
Method Of Payment -check in / check out dates
-room type
-smoking or non smoking room
-rate code
-Package (specific)
-Source code (always use " walk in")
-Payment details
b. Verbally present guest with the following to verify registration details
-length of stay
-Number of people
-Confirmation of room Type
-smoking or non smoking room
-Package (specific)
-room rate (unless specified otherwise)
 Guest Check in without reservation

STEP
6. Registration card a. Hand registration card to the guest. Ask them to confirm their details and
fill in following sections:
-Email address
-Car registration number (if required)
-Passport number (only for non Indonesian resident)
-Signature
7. Establish method a. Reconfirm the method of payment
of Payment Cash / Credit card / company authorization letters / Travel Agent Vouchers
(follow the hotel credit policy when receiving deposits and taking credit
card authorizations)
- explain payment status and establish preferred payment method,
i.e. Card, cash etc.
-If guest pays by cash they will need to pay cash deposit to cover all nights
of the stay plus incidentals per night stay (refer to credit policy)
- If guest pays by credit card:
Verify that the cardholder's name is correct, expiration date is valid and
the signature matches the registration card
Run the card through the authorization card
if guest ask to open the account, explain how the authorization works
 Guest Check in without reservation
STEP
8. Handling different a. If Credit card is not approved.
situation -go out your way to make the guest feel at ease. Watch your tone and be
discreet, positive
b. If the room is not ready for guest check in:
-Apologize sincerely
-Inform of the approximate length of the wait
-Offer an appropriate place to change, if required
-Hold luggage until room is ready.

9. Share hotel a. Share information about the hotel

information -Provide an explanation of the following services during the registration/ taking
payment process to ensure the check in is done in an efficient and personalized manner
-Provide location and introduction to complimentary breakfast including hours of
operation
-Provide check out time
b. Where time permits and as appropriate to the guest's need and to hotel
-Transportation services
-Any additional information that would be benefit the guest, i.e. Local
attraction, on going promotions and offers, busy / quite time for Breakfast.
-If guest has not stayed in the hotel before, ask if they would like more
information about the hotel.
 Guest Check in without reservation

STEP

10. Cutting Key and a. Ask the guest how many keys are required
Farewell b. Write the room number on the key card wallet and show it to the guest:
-Guest room numbers must not be announced, or printed on the outside of
key card wallet or electronic keys for security reasons.
-The guest's name must not be written on the key card wallet
c. All registration materials should be placed into the guest's hand at
this point:
Key card wallet
Wi Fi code
d. Directions to the room-explain location of the lift and floor of guest's
room
e. If guests are visibly carrying luggage, offers assistance to help
f. Offer further assistance and explain to contact reception if they need
anything else.
g. Wish the guest a pleasant stay.
 FRONT OFFICE
Service sequence in Concierge-Bellman (Guest Departure)
STEP:
1. Receive call from guest regarding luggage collection

2. Get detail information from guest

3. Repeat the requirement to avoid the mistake and double confirm the followings:
a. Number pieces luggage
b. Guest room number (display on the telephone concole)
4. Inform the Guest a bellboy will be sent up within 5 minutes

5. Before the call is hung up, thanks the guest

6. Inform bellboy to pick up the luggage. Make sure the correct

number of luggage and room number information
is passed correctly.
7. Make a record in internal logbook
 Bellman (Guest Departure)

STEP

1. Receive call from guest regarding luggage collection.

2. Get detail information from guest.

Verbally obtain information about "how many pieces of luggage do you have, Mr. / Mrs. (name of guest)?
the number of luggage
3. Repeat the requirement to avoid the mistake and double confirm the
followings:
a. Number of pieces luggage
b. Guest room number (display on the telephone console)
4. Inform the guest a bellboy will sent up within 5 minutes

Verbally inform the guest "We will send a bellboy to pick up your luggage in 5 minutes"
5. Before the call is hung up, thank the guest
Thanking guest "thank you for calling us"
6. Inform bellboy to pickup the luggage. Make sure the correct number of
luggage and room number information is passed correctly.
7. Make a record in internal logbook.
 FRONT OFFICE
Sequence of Service-Guest Check Out
Timings:
The check out procedure to take no more than three minutes.

Guest Expectations and Outcomes:

1. Colleague to be visible at all times

2. Efficient and fast check in.
3. The Front Desk colleagues
a. Smiling, enthusiastic and positive
b. Helpful, proactive and engaging
c. Organized, efficient and knowledgeable
d. Looking their best
 FRONT OFFICE
Sequence of Service-Guest Check Out

Guest Expectations and Outcomes:

4. Guest to be treated as individuals and guest’s name

should be used at least once during check out
5. Accurate billing
6. Explanation of what is on their billing
7. Show guest they are important by taking the time
to acknowledge them in a polite/friendly way.
8. Loyal guest recognition
9. If guest request for late check out and rooms are available,
colleagues may offer the guest the option to check out up to 2 pm
(where applicable), free of charge
 FRONT OFFICE
Service sequence in Guest check out

STEP:
1. Acknowledging Guest
2. Great and identify the guest
3. Ensure all guest charges are posted into the guest account
4. Check last minute charge
5. Present folio to the guest
 FRONT OFFICE
Service sequence in Guest check out

STEP:
6. Confirm the payment method and settle the folio bill
7. Get back the key and offer transportation andassistance with their luggage
8. Inquire the guest for their hotel experience
9. Complete accounting procedure
10. Farewell
 Guest Check Out

STEP

STEP 1. a. Acknowledge guest when they arrive within 3 meters of the Front desk
Acknowledging Guest with eye contact and a smile
b. If guest is waiting in the line, make eye contact or verbally acknowledge
that they are waiting by letting them know that you will be just a moment.
c. When it is the waiting guest's turn, thank them for the wait
1.Verbally acknowledge guest waiting in the line
"I will be just a moment to serve you, Sir / Madam
2. Thank guest for waiting
" Thank you for waiting Sir / Madam. How may I assist you?"
STEP 2 a. Make a connection
Great and Identify Smile, speak clearly and use eye contact as much as possible
the guest Welcome the guest in a polite/friendly way
b. ask the guest for their name
The guest's name should be used at least once during the check out process
Ask the guest for name rather than room number
Front Desk Agent should verify the guests room number with the name
provided
 Guest Check Out

STEP

1. Greeting the guest

"Selamat pagi (or selamat siang, selamat malam) welcome to Kila
Infinity8, How may I assist you?
2.Identify and inquire guest name
"May I have your name, please?
Mr / Mrs, _______you are in room 111 and would like to check out. Do
you have any last minute charges?"

a. Display guest room folio

STEP 3 b. Check any comments made regarding billing instructions have been
Ensure all guest charges noted, acted on, and complied
are posted into the c. Read and action all alerts, messages, and comments before proceeding
guest account to check out guest
d. Make guest feel at ease while trying to present the folio. If there is a
delay apologize for the delay in presenting the folio
 Guest Check Out

STEP

STEP 4 a. Ask whether guest has incurred any last minute charges, such as
Check last minute charge personal bar charges
b. Print out the updated folio and present it to the guest
c. If the guest is travelling by a hotel car, check to ensure the transfer
charge has been posted.
STEP 5 a. In presenting the folio, guest must be addressed by name to ensure that
Present folio to the guest the folio is being presented to the correct guest
b. Protect the confidentiality of Travel Agent discounted rate. The master
folio is not to be shown to the guest
c. Obtain guest signature as an approval-retain the copy for your reference
STEP6 a. Confirm the method of payment with the guest
Confirm the payment method and b. Use the appropriate settlement code, check out the room
settle the folio bill c. The payment will be posted to the folio to zero the balance
d. Print 2 final copies of the folio with the zero balance
> Obtain guest signature as an approval - retain the copy for reference to
be sent to Accounting department
> Present another copy to the guest in the envelope provided
 Guest Check Out

STEP
STEP 7 a. Ask the guest whether he / she has returned his / her room keys
Get back the key and b. Once the guest transactions has been finalized, ask the guest whether he / she
offer transportation and requires assistance with his/her luggage, and whether he / she would like
assistance with their assistance with transportation
luggage c. If yes, call for a bellman/concierge to assist him/her
STEP 8 a. During the course of the check out, ask the guest whether he / she
Inquire the guest for enjoyed the stay at the hotel
their hotel experience b. If the guest has any comments on the room or other services, pass
these on to the Assistant Manager
STEP 9 a. The polio along with other supporting documents (credit card slips,
Complete accounting voucher. etc) needs to be attached together and these will be batched
procedure according to the mode of payment
b. Dispute charges will be handled immediately so guest satisfaction can
be assured
STEP 10 a. Thank the guest for staying with us and wish them a pleasant and safe
Farewell trip home. Indicate that you look forward to seeing him/her again on
the next visit to your hotel
Bird Farewell " Mr./ Mrs.______thank you for staying with us. I hope
to see you again soon"
THANK YOU