Introduction

2. Introduction The main factor to produce or establish high quality company depends on the Human Asset (employee) with strong character. The character within the employee personality can be built through training process. The purpose of training is focused to the improvement of the employee by increasing the understanding of POSITIVE MENTAL ATTITUDE. The attitude is the reflection of one’s spirit as the reaction of what situation is handled by the person. The positive mental attitude will create action in work. The action repeatedly will create the work habit. The work habit that is already within the employee attitude is a base to produce the COMPANY WORKING CULTURE. Training as the process by which a learner acquires and develops knowledge, skill, and attitudes that lead to change in behavior in line with established performance goals.  And,to maintain performance standards, improve employee skills and to ultimately increase results, No matter how professional and proficient internal staff is, after a period they can become ‘stale’. The same material presented in the same way loses impact. This is simply because training has to be Motivational as well as informative. Our L&D principle: HELPING CLIENT…ON BECOMING A LEARNING ORGANIZATION Our professional high-flyer trainers with international experience are our valuable assets. We provide our client assistant an end-to-end approach on training from Training Needs Analysis. Module Development and Customization, Delivery to Evaluations. Our strength is in development of Hotel and Villa’ Skills Operations services, Leadership & Management Course, and Establish standards. ANALYSIS TRAINING NEEDS The important things before determining what training program to be conducted is to choose the program itself definitely related to the urgent needs of the company. It is important to conduct interview with the Department Head/Manager to know what kind of problem is to be handled and the expectation of target achievement of the training to become maximal. After conducting the interview, we will do the consultancy with the company director about the urgent topic to be conducted to solve the problem. TRAINING IS A LEARNING PROCESS, training cannot be done just one time without any follow up. Training is continuous process of learning and process to build up the emotional. Manager/Supervisor can conduct the next training under our supervision (by consultation).

3. Food & Beverage Service Skills Food & Beverage is a familiar topic in Hospitality industry, but still, it is a critical point as it becomes a major point of sales in an industry. People who presenting this area are important asset to the company and in order to create the winning asset, a training in Food & Beverage Service Skills become an obligation. • Topic • The Food & Beverage Service Skills programme divided into several topics: • Personal presentation and deportment • Etiquette and Manner • Understanding and anticipating the host / guest’s needs • Menu Terminology • The basic Menu Planning and knowing what and how to make suggestions • Food and Beverage Service • Setting the scene, creating the right atmosphere • Delighting the guest; making the guest feel special with innovative ideas to create the ‘WOW’ factor • Checking guest satisfaction • Offering and maintain a superior standard of service • Benefit • At the end of the program, students will have greater understanding and knowledge of ‘how to’: • Present themselves in a confidence way and in an appropriate etiquette and manner • Have a good basic knowledge of menu, ingredients and preparation • Serve all meals in the appropriate style • Set the table correctly and appropriately and fold table napkin to impress the guest • Delight the host / guest with innovative ideas to create the ‘WOW’ factor • Check guest satisfaction, understand feedback and implements changes accordingly • Offer and maintain a superior standard of service

4. Food & Beverage Sales Skills Sales skills is a must-have-skill for the front liner in hospitality industry in order to achieve the target in related department. Minor understanding in sales skills will never get you to the desired goals. People who possess the perfect sales skills will always be a leader in achieving company’s target and satisfying the costumer. Confidence, good communication skills and understanding costumer’s need are the basic symptoms of sales-skilled people. Food and Beverage Department should have these people within the team. • Topic • The Food & Beverage Sales Skills programme divided into several topics: • Personal presentation and deportment • Etiquette and Manner • Communication skills • Food & Beverage up selling • Understanding and anticipating the host / guest’s needs • Menu Terminology • The basic Menu Planning and knowing what and how to make suggestions • Benefit • At the end of the program, students will have greater understanding and knowledge of ‘how to’: • Present themselves in a confidence way and in an appropriate etiquette and manner • Have a good basic knowledge of menu, ingredients and preparation • Mastered the art of communication skills • Identify the guest’s needs and wants • Identify ways to do up selling • Mastered in open the conversation and closed it with sales • Achieved company’s target and guest’s satisfaction

5. Bartender Skills Bar need to be discussed specifically as it’s a growing department in an industry. Most of the sales in Food and Beverage happen in this section and to a profit-oriented industry, a well management in its bar operation is the topmost issues. Bartender is the front liner in this section as they are the person in-charge in the bar station. To a company, a well training for its bartender is a must if they want to maximize the sales in beverages. • Topic • The Bartender Skills programme divided into several topics: • Personal presentation and deportment • Etiquette and Manners • Bar Station • Utensils and Supplies • Drinks Terminology • Bar service • Up selling • Drinks recommendation • Benefit • At the end of the program, students will have greater understanding and knowledge of ‘how to’: • Present themselves in a confidence way and in an appropriate etiquette and manner • Operate a bar & conduct 5 star bar service • Give recommendation on beverages that suitable with particular meals and situation • Up selling • Achieved target in company profit & guest satisfaction

6. Butler Service Recent hospitality trend demand more personal and detailed service. A service person can’t possess only one skill in their professional life. Mastered a multi skill is a must for a service person. With the vast growth of villa in some countries, the service delivered to the guest has been moved into a higher point and a butler is the only person who can perform this task well. Personal assistant is one of the honorary titles addressed to this person. Butler itself starts to show their class as ‘the wonder of personalized service’. People with great skill in this subject will achieve unbelievable results for themselves, the company and of course the guest. We can say that these people are designed to meet the challenge in delivering magnificent service • Topic • The Butler Service programme divided into several topics: • Personal presentation and deportment • Etiquette and Manner • Deliver ‘true service from the heart’ in all aspect of service • Communication skills • Understanding and anticipating the host / guest’s needs • Code ethic of butler • Butler standard operating procedures • Benefit • At the end of the program, students will have greater understanding and knowledge of ‘how to’: • Present themselves in a confidence way and in an appropriate etiquette and manner • Deliver a ‘true service from the heart’ in all aspect of service and create the ‘wow factor’ in service • Mastered the art of communication skills • Identify the guest’s needs and wants • Implement the standard and code ethic of butler

7. 5 Star Housekeeping Service Satisfaction is a result of delivering service to the guest. Nowadays, the standard of satisfaction is getting higher than before. In housekeeping subject matter, an industry who can deliver a 5 star service sure will win the competition. To deliver 5 star service required a 5 star people with 5 star skills. These 5 star people not only do their daily routine task but they bring love and passion into their work. • Topic • The 5 Star Housekeeping Service programme divided into several topics: • Personal presentation and deportment • Etiquette and Manner • Housekeeping Terminology • Cleaning room and bathroom • Creating a ‘wow’ interior design • Knowledge of towel folding and set up • Providing luxury turndown service • Benefit • At the end of the program, students will have greater understanding and knowledge of ‘how to’: • Present themselves in a confidence way and in an appropriate etiquette and manner • Conduct a 5 star housekeeping service and create a ‘wow’ factor • Present a luxury interior design with attention to details • Provide a luxury turndown service

8. 5 Star Guest Service A guest is the most valuable person ever in a hotel or villa and the guest has been an important part in our work. Without the guest there won’t be any profit or welfare to an industry. Therefore a 5 star guest service must be performed each time we get in touch with the guest. Guest satisfaction is the purpose of our business and every point in our task is inspired by it. Well implementation of 5 star guest service sure will create guest loyalty to our company. • Topic • The 5 Star Guest Service programme divided into several topics: • Personal presentation and deportment • Etiquette and Manner • Communication skills • Moment of truth • Guest service operation • Understanding and anticipating the host / guest’s needs • Attention to details in service • Deliver ‘true service from the heart’ in all aspect of service • Handling complain • Benefit • At the end of the program, students will have greater understanding and knowledge of ‘how to’: • Present themselves in a confidence way and in an appropriate etiquette and manner • Mastered the art of communication skills • Create a perfect moment of truth in all aspect of service, each and every time • Perform 5 star guest service operation • Identify the guest’s needs and wants • Perform an attention-to-details service • Deliver a ‘true service from the heart’ in all aspect of service and create the ‘wow factor’ in service • Handle guest complain with win-win solution

9. Personality Plus Personality is an inseparable part of oneself. In service, personality plays an important part and it decided whether a service is succeeds or fails in its implementation. People who possess good personality will find no barrier in pleasing the guest. However, the recent condition, require not only people with good personality but people with ‘personality plus’. People with such qualities will perform well in each and every aspect of service. Personality plus can’t be gained in one night. It is a process and this process is learnable. Become a valuable person with personality plus is the greatest strength a person may possess. • Topic • The Personality Plus programme divided into several topics: • Personal presentation and deportment • Personality Plus • Communication skills • Mindset plus • Inner beauty • Performance Plus • Benefit • At the end of the program, students will have greater understanding and knowledge of ‘how to’: • Present themselves in a confidence way and in an appropriate etiquette and manner • Posses first-rate appearance • Mastered the art of communication skills • Possess winning mindset and be a charismatic person • Build and posses prominent inner beauty • Build and possess winning performance

10. Supervisory Skills Supervisor is a critical position within the organization as he connects the low level management and top level management. Mostly any information from top level management will goes through supervisor before it informed to his subordinate. Sometimes a supervisor also assigned to conduct training and counseling to his subordinate. A well perform supervisor will be a great asset to the management. • Topic • The Supervisory Skills programme divided into several topics: • Personal presentation and deportment • Qualifications of Supervisor • Functions of Supervisor • Communication skills • Supervisory skills • Team Building • Benefit • At the end of the program, students will have greater understanding and knowledge of ‘how to’: • Present themselves in a confidence way and in an appropriate etiquette and manner • Perform the task based on his qualification and functions • Mastered the art of communication skills • Delegate work and information to his subordinate • Manage training and counseling

11. Train the Trainer Training hold significant role within a company. Effective training will benefit much to the escalation of employee’s performance. A trainer who in charge in this subject matter should mastered skills related with training which will help him to perform the task well. He should be able to analyze the training needs and decide what type of training should be done and also he should be able to present the training in a creative and inspiring way. A trainer must keep learning to develop his methods or skills in training management as the training itself is a sustainable process • Topic • Train the Trainer programme divided into several topics: • Understanding the learning process of people • Training need analysis • Setting training objectives • Plan and prepare training materials and facilities • Use effective training techniques in delivering training to the staff • Communication skill • Measure the training effectiveness • Benefit • At the end of the program, students will have greater understanding and knowledge of ‘how to’: • Understand the learning process of people according to age, education background, type of audience in order to design the appropriate training method. • Analyze the training need and setting the objective for each training • Deliver training in a creative and inspiring way • Mastered the art of communication skills • Measure the effectiveness of conducted training

12. Leadership Power Leadership is a qualification that need to be possess by everyone, either you are a staff, supervisor or manager, you should posses this skill. Leadership is not a gift. It is a learnable skill and if you have the desire and willpower, you can become an effective leader. Great leaders develop through a never ending process of self-study, education, training, and experiences. The leadership power do not come naturally, but are acquired through continual work and study. Great leaders are continually working and studying to improve their leadership power. • Topic • The Leadership Power programme divided into several topics: • What it takes to be a leader • Principles of Leadership • Leader and Manager – The Difference • Coaching to improve performance • Delegation • Empowerment • Benefit • At the end of the program, students will have greater understanding and knowledge of ‘how to’: • State the basic principles of leadership • Understand the difference between leadership and manager • State when, you would use coaching and who you would coach also state the benefit of it • Define delegation and empowerment and explain the differences between them • List the benefit of both delegation and empowerment

13. Effective Communication Skills People mostly spend 50 % of their active-time to communicate with others. Some of these communication activities result in failure while the other succeeds. It is really important that your communication activity is effective and ‘as clear as a crystal’ because the success of your life depends by the success of your communication with other. Highly effective and success people are the one who mastered the art of effective communication skill. • Topic • The Effective Communication Skills programme divided into several topics: • Basic understanding of communication • Communication barrier • Body language • Two ways communication – the art of take and give • The art of listening • Succeed and effective in communication • Benefit • At the end of the program, students will have greater understanding and knowledge of ‘how to’: • Define communication and having basic understanding in communication • Deal with communication barrier • Maximize body language in communication • Be a good listener in order to collect information and shows our respect to others • Succeed and be effective in communication

14. English for Hotel and Villa Employees Hotels and Villas are increasingly recognizing the importance of all their staff having good English skills so the guests receive courteous and efficient service at every stage of their stay. This course ensures employees do their jobs more effectively by improving their communication skills in English. The focus of the training is on general English, department-specific vocabulary, customer service, and general hotel etiquette.  • Topic • The English for Hotel and Villa Employees programme divided into several topics: • Correct pronunciation • Costumer Service English • Phraseology, Terminology and Vocabulary relating to the hospitality industry • Listening & Speaking skills • Reading & Writing Skills • Questions forms and word order • Numbers and figures • Benefit • At the end of the program, students will have greater understanding and knowledge of ‘how to’: • Improve speaking skills • Improve listening comprehension • Develop reading and writing skills • Learn and practice ways of speaking in different work situations • Learn and practice ways of holding conversations with English-speaking clients. • Display good customer-service skills • Increase their knowledge of hospitality industry phraseology, terminology and vocabulary

15. Venue and Logistic Venue Location The training will take place at the premises of the client and we will send an instructor to present the training. Or you can send your staff to attend the course in our learning center in Denpasar. The client should provide a suitable room for the training, equipped with table and chairs for each participant if the course at your own place.  Schedule of training The course will be tailored to your exact requirements. We can schedule training for days, evenings, or weekends to meet your needs. • Materials & Logistic • The following training supports will be provided by A+PLUS; • Participants’ workbook, handouts, fun prize. • LCD projector and screen , Flip cart • Participants Certificate of Attendance Fees  Please contact us for a full written quotation and get special promotion prices

16. Trainer Profile Syamsudin Abbi has over 16 years of experience in the hospitality industry in Jakarta, Bali, Malaysia, & China, where he held management positions in the Operational Divisions, Quality Management, and Training. His experiences include development and execution of processes improvements to maximize employee productivity, organizational restructuring, recruitments, workflow and process analysis, workshop facilitation, training modules developments and the development of competency-based job descriptions. He has worked for internationally acclaimed Hotel & Resort such as the InterContinental Hotels & Resorts, Dharmawangsa Rosewood, Century International, Accor International, Daiichi international, Alila Hotel & Resort, Puri Wulandari, The Viceroy Bali, Banyan tree China, Prestige Bali. His passion to training and developments lead him to carry a vision to enrich the nation’s human resources quality through fun and passionate educational and growth programs and developments. Syamsudin Abbi Martin P. Gultom has over 16 years of experiences in the Hospitality Industry, where he held management position in the Director of Sales, Operation Manager and Training Manager for hotel. He has worked for international companies such as: Jakarta Hilton International, Boulevard Park Plaza Hotel, Batam View Beach Resort and Alila Jakarta. His Passion in the Hospitality Industry also Learning & Development leads him to carrying a vision to enrich the quality of education where he became a lecturer and professional trainer for some hotel schools and academies such as: Politeknik Batam and Graha Wisata School Batam. Martin P. Gultom, SST.Par I Gede Dhony Wahyu Pasupati carry with his an extensive experience of more than 11 years in the field of Food & Beverage. His innate passion for food & Beverage has gained his positions such as Food & Beverage Manager in Ocean Blue Hotel Bali. In between his busy schedules, he also has dedicated his time to contribute in the growing and development of the tourism industry sectors for Bali through his involvements in Training in some hotel and villas. His exclusive portfolio includes working for international companies such as the Ritz Carlton Bali, Grand Hyatt Bali, Oberoi Lombok, Four Season Bali, Puri Wulandari and Gending Kedis Group. Dhony W. Pasupati

17. Trainer Profile M Budi Agung has background of hospitality industry both Local and International, posses’ experience of Management level position in chain Hotel such as; Grand Hyatt Bali, Shangri-La Singapore, The Ritz Carlton Bali, Pelangi Group, Interpan Pasific Future and hold service plus certification and winning several International Service Certification. He enjoys giving training in-depth tutoring and mentoring towards really understanding the guests and their needs. This is done in his unique style that has seen proud to say they have been trained by him. M Budi Agung I Gusti Putu Bagus Sasrawan Mananda has over 13 years of experience in the hospitality industry in the field of Front Office management. He has worked for internationally acclaimed hotel and resort such as The Grand Hyatt Hotel, The Ritz Carlton, Como Shambhala Estate, Harris Kuta, Villa Sekar Nusa, The Viceroy and The Mansion Resort & Spa. His passion to training and developments lead him to become Udayana lecturer from 2005, he had been trained by Prof Thomas Toon (Head of English professor at Michigan University, USA) for an advance English at tourism and TESOL course at Udayana University. Bagus Mananda I Made Budiutama has experiencesin hospitality industry, in both hotels and tourism meeting planner. He enjoys working in Human Resources area as his interest are in people, organization and Learning & Development. Numerous training modules and ideas in developing people comes from him through his growing passion and vision in development. Motivation, communication and personality are his favourite subjects because he believe a highly effective and success people are the one who possess great motivation, effective communication and charming personality. Budiutama

18. Many Thanks to Partners… • Ritz Carlton Resort & Spa Jimbaran • The Viceroy Ubud Resort & Spa • Karma Group Jimbaran • Puri Wulandari Ubud Resort & Spa • Villa Montana Payangan • Ibah Ubud Resort & Spa • Harris Kuta Resort • Villa Des Indes Seminyak • Villa Ramadewa Seminyak • Villa Sembilan Seminyak • Villa Wibisana Seminyak • Villa Shinta Dewi Seminyak • Villa Jemma Seminyak • Villa Lakshmi Seminyak • Villa Asta Petitenget • Villa Canggu • The Arsana Estate Tabanan • Villa Windu Sari Petitenget • Villa Asante Canggu • The Villa at Echo Beach Canggu • Villa Sakti Petitenget • Villa Saba Canggu • The Purist Villa & Spa Ubud • Villa Batavia Seminyak • Villa Aliya Seminyak • Villa Dea Canggu • Villa Infinity Bali Canggu • Alam Kul – Kul Resort & Spa Kuta

19. “SET POSITIVE THINKING ON YOUR MIND” Training is a never ending process and it growth in line with the company‘s development. No matter how big or how great a company is, training will always have their place within a company. Gateway to enrichment, abc aims at providing a series of client-focused, tailor-made training modules to answer the appropriate needs of each individual client. The above proposal has been designed after careful discussion(s) with representative(s) of your company and we trust that they will answer your quality needs. Thank you for requesting our proposal, we look forward to delivering it to you. The catalogue has been designed to cope your training needs and we believe that they will answer your necessity. We look forward to present it to you. Thanks for your business