1. BRAND CONTACT
You Ar e Chant i Semar ang!

2. Cour se Cont ent
Food f or ThoughtFood f or Thought
Cour se Obj ect i veCour se Obj ect i ve
Why You Ar e Her eWhy You Ar e Her e
The Secr etThe Secr et
by Rhonda Byr neby Rhonda Byr ne
Speak t he SameSpeak t he Same
LanguageLanguage
Per cept i on i s r eal i t yPer cept i on i s r eal i t y
Ef f ect i veEf f ect i ve
Communi cat i onCommuni cat i on
Guest Encount er sGuest Encount er s
Guest Expect at i onsGuest Expect at i ons
Your Pr omi seYour Pr omi se

3. Food f or Thought
I t t akes mont hs t o get new cust omer s.I t t akes mont hs t o get new cust omer s.
I t t akes seconds t o l oose t hem.I t t akes seconds t o l oose t hem.

4. Cour se Obj ect i ve
Under st and your r ol es andUnder st and your r ol es and
r esponsi bi l i t i es.r esponsi bi l i t i es.
Col l ect l essons l ear ned f r om The Secr etCol l ect l essons l ear ned f r om The Secr et
by Rhonda Byr ne vi deo and appl y t hem atby Rhonda Byr ne vi deo and appl y t hem at
t he wor kpl ace.t he wor kpl ace.
Under st and t ype of Guest Encount er s andUnder st and t ype of Guest Encount er s and
deal wi t h each of encount erdeal wi t h each of encount er
pr oact i vel y.pr oact i vel y.

5. Why You Ar e Her e!
What makes t hem GREAT?What makes t hem GREAT?

6. Why You Ar e Her e!
Gr oup Exer ci ses:Gr oup Exer ci ses:
For t he OwnerFor t he Owner
For t he Cust omerFor t he Cust omer
For Tent r em Hot el Management I ndonesi aFor Tent r em Hot el Management I ndonesi a
For t he Chant i Semar angFor t he Chant i Semar ang
For YOUFor YOU

7. The Secr et
By Rhonda Byr neBy Rhonda Byr ne
Phenomenal and mot i vat i onal vi deo onPhenomenal and mot i vat i onal vi deo on
per sonal ef f ect i venessper sonal ef f ect i veness
Col l ect l essons l ear ned and pr esent t oCol l ect l essons l ear ned and pr esent t o
t he ot her gr oupst he ot her gr oups

8. Speak t he Same Language
• Ser vi ceSer vi ce; r el evant t o an act of bei ng of; r el evant t o an act of bei ng of
assi st ance t o al l t ype of guest s.assi st ance t o al l t ype of guest s.
• Ser vi ce Excel l entSer vi ce Excel l ent ; r el evant t o an act of bei ng; r el evant t o an act of bei ng
of assi st ance t o al l t ype of guest s wi t h t heof assi st ance t o al l t ype of guest s wi t h t he
hi ghest qual i t y.hi ghest qual i t y.
• Assi st anceAssi st ance; r el evant t o assi st ances as f ound on; r el evant t o assi st ances as f ound on
Hot el Guest Di r ect or y pr ovi ded i n each guestHot el Guest Di r ect or y pr ovi ded i n each guest
r oom.r oom.
• Or derOr der ; r el evant t o guest or der s of f ood,; r el evant t o guest or der s of f ood,
bever age, past r y, hot el packages, hot el i t emsbever age, past r y, hot el packages, hot el i t ems

9. Speak t he Same Language
• Guest Expect at i onGuest Expect at i on; r el evant t o guest ’ s needs; r el evant t o guest ’ s needs
and want s usi ng ser vi ces and pr oduct s of f er edand want s usi ng ser vi ces and pr oduct s of f er ed
by t he Chant i Semar ang.by t he Chant i Semar ang.
• Exceed Guest Expect at i onExceed Guest Expect at i on; r el evant t o; r el evant t o
sat i sf yi ng guest ’ s needs and want s beyond t hei rsat i sf yi ng guest ’ s needs and want s beyond t hei r
expect at i on.expect at i on.
• Ser vi ce Sequence;Ser vi ce Sequence; r el evant t o l ogi cal sequencer el evant t o l ogi cal sequence
i n pr ovi di ng ser vi ce t o our guest ; st ep by st epi n pr ovi di ng ser vi ce t o our guest ; st ep by st ep
ser vi ce pr ocessser vi ce pr ocess

10. Speak t he Same Language
• Ser vi ce St andar d;Ser vi ce St andar d; r el evant t o accept ed andr el evant t o accept ed and
agr eeabl e r ange of si ze, amount , qual i t y, t i me,agr eeabl e r ange of si ze, amount , qual i t y, t i me,
aut hor i t yaut hor i t y
• Pr i ce:Pr i ce: r el evant t o val ue, wor t h, t he cost of anr el evant t o val ue, wor t h, t he cost of an
act i on, t he cost r equi r ed t o gai n possessi on ofact i on, t he cost r equi r ed t o gai n possessi on of
somet hi ng.somet hi ng.
• Guest Sat i sf act i on;Guest Sat i sf act i on; r el evant t o a f ul f i l l mentr el evant t o a f ul f i l l ment
of a need or wantof a need or want

11. The Power of
Per cept i on
Exampl es of Per cept i onExampl es of Per cept i on
Per cept i on i s r eal i t y.Per cept i on i s r eal i t y.
Ask, not assume!Ask, not assume!

12. The Power of
Per cept i on
Q. Whi ch t r ee i s t he t al l est ?

13. The Power of
Per cept i on
Q. What do you see?

14. The Power of
Per cept i on
Q. What do you see?

15. The Power of
Per cept i on
Q. What do you see?
A BI RD
I N THE
THE BUSH

16. The Power of
Per cept i on
Lesson Learned
 Per cept i on i s r eal i t y.
 You see onl y what you want t o see.
 Peopl e wi l l i nt er pr et t hi ngs i n di f f er ent
ways.

17. Ef f ect i ve
Communi cat i on
Communi cat e your message, not yourCommuni cat e your message, not your
f eel i ng.f eel i ng.
Use si mpl e wor ds.Use si mpl e wor ds.
Pol i t e and r emember you ar e ar e onPol i t e and r emember you ar e ar e on
st age.st age.
Per sonal del i ver y i s your per sonalPer sonal del i ver y i s your per sonal
pr esent at i on; YOUpr esent at i on; YOU

18. Guest Encount er
Guest Encount erGuest Encount er ; r el evant t o al l; r el evant t o al l
deal i ngs or cont act s wi t h guest s t hatdeal i ngs or cont act s wi t h guest s t hat
cr eat e f avor abl e and unf avor abl ecr eat e f avor abl e and unf avor abl e
i mpr essi on about t he Chant i Semar ang asi mpr essi on about t he Chant i Semar ang as
a br and.a br and.

19. Guest Encount er

20. Guest Encount er
Food, Beverage
& Past ry Order:
Maxi mum of 15
mi nut es, or
speci f y
ot her wi se!
* * * For act ual t i mi ng f or

21. Guest Encount er
Requi red
Assi st ances or
Servi ces:
Maxi mum of 3
mi nut es, or
speci f y

22. Guest Encount er
Favor abl e Encount er sFavor abl e Encount er s
Unf avor abl e Encount er sUnf avor abl e Encount er s
Gr oup Exer ci ses;Gr oup Exer ci ses;
Hot el Oper at i ons Revi ewHot el Oper at i ons Revi ew

23. OUR GUEST FACI LI TI ES
Chant i Semar ang

24. Top 10 Guest
Expect at i on
Pr ompt , Accur at ePr ompt , Accur at e
Reser vat i onsReser vat i ons &&
Check I n/ OutCheck I n/ Out
Fr i endl y, War mFr i endl y, War m
Wel comeWel come
Cl ean, Comf or t abl eCl ean, Comf or t abl e
RoomsRooms
Consi st entConsi st ent
Recogni t i onRecogni t i on
Per sonal At t ent i onPer sonal At t ent i on
Ef f i ci entEf f i ci ent
Communi cat i onsCommuni cat i ons
Speci al i zed GuestSpeci al i zed Guest
Faci l i t i esFaci l i t i es
Except i onal Rest aur ant sExcept i onal Rest aur ant s
andand Kar aoke (Kar aoke ( Bar sBar s ))
Memor abl e, Cr eat i veMemor abl e, Cr eat i ve
Speci al Event sSpeci al Event s
Personabl ePersonabl e,,
Prof essi onalProf essi onal andand
Compet ent Chant iCompet ent Chant i

25. Your Pr omi se
You wi l l cr eat e f avor abl e guestYou wi l l cr eat e f avor abl e guest
encount er at al l t i mes.encount er at al l t i mes.
You wi l l meet and even exceed guestYou wi l l meet and even exceed guest
expect at i ons.expect at i ons.
You ar e Chant i Semar ang! Your r epr esentYou ar e Chant i Semar ang! Your r epr esent
and l i ve t he br and.and l i ve t he br and.

26. Any Quest i ons?