2012 Hotel Training Programs 2012 – Greater China
Content About IHG IHG Vision 4 Winning Ways 5 IHG Commitment 6 Hotel Employee General Orientation 7 Green Aware 8 On-boarding Manager Training 9 On-boarding Advisor Training 10 Greater China Hotel Function Head Academy HR/Training Leader Academy 11 Finance Leader Academy 12 Sales & Marketing Leader Academy 13 Brand Service Culture InterContinental Hotels & Resorts Brand Orientation 14 Crowne Plaza – Make it Happen 15 Holiday Inn Brand Family – Stay Real Be You– Leading the Brand Experience 16 Holiday Inn Brand Family Orientation – Classroom Version 17 Holiday Inn Brand Family Orientation – Online Version 18 Holiday Inn Brand Family – Stay Real Be You – Department Leader Briefing Session 19 Holiday Inn Brand Family – Stay Real Be You – Living the Brand 20 Indigo - Hotel Indigo Orientation to Leaders eLearning 21 Guest Contact Skills Be My Guest 22 My Guest My Customer 23 Supervisory / Managerial Development Craft Training Certificate 24 Group Training Certificate 25 Managing Training & Development 26 Behavioural Interviewing - ILT 27 ALDP1 - Leadership Fundamental 28 ALDP1 - Coach for Peak Performance 29 ALDP1 - Win Support for Ideas 30 ALDP2 - Leading Effective Meeting 31 ALDP2 - Build Great Team 32 ALDP2 - Solve Everyday Problem 33 Function Training RESPRO – Reservation Upselling Program 34 UFO – Upselling Front Office 35 SWEET - Selling with Extra Effort Together 36 SS1- Sales & Marketing Strategic Sales Level 1 37 Strategy & Action Planning Solutions 38 Revenue Academy 39 Revenue Academy Executive Course 40 elearning PCR Programs 41 Priority Club Champion Workshop - Greater China 42 PERFORM Refresh Training 43 Page | 2
Holidex PLUS Certification 44 Booked Solid Tour 45 IBP One Day Workshop 46 Manage Food Safety at Your Hotel 47 Risk Management Introduction to Risk Management for Safe Hotels 48 Risk Management – Security Awareness for Duty Managers 49 IHG Foundation Food Safety (Level, 2) 50 Controlling the Risk of Legionnaire’s Disease 51 IHG Hotel Security Manager Certification 52 E-learning IHG Online Learning 53 IHG Online Learning Course List 54 Element K 56 Element K Course List 57 E-Cornell 60 E-Cornell Course List 61 Rosetta Stone Library 64 Page | 3
IHG Vision
ff fi fl ffi !#" $&% ')(Communicate the IHG Vision to all hotel * + ,)-/. 0 1 2 3 46587 9 :<;=5% '<$colleagues, so they feel proud to be part of > ? @ A BDCFE)(HG I J K L M N O > ?#Pour Vision to be great and understand the part they play delivering Q R<$TS U it VV WW=WXXFXYYOVVWXYYBJECTIVES [ =\^]`_#a=fl`ffi#!b"#%['c$#d Bring to life the IHG vision for hotel Zcolleagues…what it means to ‘become eg……5f7 9 :#;^5d)g h i)j)(lk/m nreat’ and understand what great looks o)p:#; like Think about how your team deliver q r s$ " t&u v w x y z5f{M | }~$:#; 5‘Great Hotels Guests Love’ B riefing VV WW )VVWWPROGRAM OUTLINE Introduction (optional video) / Overview of IHG Vision )
T < Ł) Guest Love Exercise &# ……”< • Summary & Guest Love video )T#/ LENGTH OF PROGRAMME VV WW ¡¡:VVWW ¡¡ 30 m: inutes 30¢ £ ¤¤ ¥¥ ¦¦ §§¤¤¥¥¦¦§§TARGET AUDIENCE A ) ll Employee Master Trainer Certification N/A Required Resources Available Merlin>About IHG>Our Vision>Vision Toolkit Conional Training Champion tacSub-Regt Sub-Regional hotel learning & development Manager Page | 4
Winning Ways ¨¨ ©«©ªª ¬¬¨¨©©ªª¬¬ To communicate ® ¯ ° ± ²~(´³ the Winning Ways and µ ¶ ¯ · ¸ ¹ ¯ ° ± ²7 to gain commitment to ac-/4)3$»º ] ¼ ½#$&¾ ¿ À Á#Âtions to bring the W inning Ways to life in the department/Hotel. VV WW=XXFYYVVWWXXYY I J ¯ ° ± OBJECTIVES Understand our Winning Ways and how they support the work we do. · ¸ $&¹ d ¯ e² Ã Ä w x ¾ ¿ Å Æ#$T Ç È<ɯ)° ±)² Ê Ë^ ¯ ° ± ² Ð Ì)ÑÍ&Î Ã Ä)¶ L M ÀËÏÌ 3 Ò$»º ] Learn what each Winning Way means for us and our team. Commit to actions to truly live the VV WW )VVWWWinning Ways every day. Ó Ô/Õ Ö × Ø )Ù Ú»Û~Ü)Ý BPROGRAM OUTLINE riefing W ÞTß à) elcome/Winning Ways Introduction Do the Right Thing á)â ã&ä â)å æ&ç Show We Care Aim Higher è éëê ì Celebrate Difference í&î ß)ï Work Better Together Õ/Ö × Ø)ð ñ Where Are We Now W ò ó ð ñ inning Way Actions W hat Happens Next VV WW ¡¡VVWW ¡¡ : LENGTH OF PROGRAMME: 2 hou2ô õ¦ rs ¤¤ ¥¥ ¦ §¤¤¥¥¦¦§§§ TARGET AUDIENCE ) A ll Employee Master Trainer Certification N/A Required Resourcesout IHG>Our People>Ro AvailableMerlin>Abom to grow>myLearning>Training Leader Resource>Implement the Talent Development activities>Orientation>Winning Ways ContacSub-Regional Training Champion t Sub-Regional hotel learning & development Manager Page | 5
IHG Com mùitmûent ö ÷ ø úù û ùùûû To communicate the next step in our ®~Å Æjourney to becoming one of the best companies in the world – our IHG Commitment WXY)üD &ý)þ~ß $T #Q $ ?^P $
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understanding of our IHG Commitment and their role in delivering and living the ff$ fi»J commitment. VV WW )VVWW PROGRAM OU TLINE What is an emp fl ffi ! "$#&%('*),+ fl ffi -/. 01' loyee commitment and why is it importan fl ffi 243 5$61' t? What are the business benef )
T < Ü7#&%8 9 : ;/<~Ü=' its? B How was our IHG Commitment )
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)#)Ü #B%$C D/E F What is our IHG Commitment? ' How do we bring our IHG Commitment 9 : G~Ø ? @7 BH I>J K L#ðNMF ~
to life? How w < Ü7#&% ' ill we know we are successful in delivering our IHG Comm 0 I(J*E O)
T ~ Ü*#P%TQ? @(Ritment? S Ú/T(fl ffi>' What can we do to be successful in delivering our IHG Commitment? VV WW ¡¡VVWW ¡¡ : LENGTH OF PROGRAMME: U V W ñ2 X 015Y(Z [ 15 minutes if choose Option 2 Activity. U V W ñ1 X 030Y(Z [ 30 minutes if choose Option 1 Activity. ¤¤ ¥¥ ¥¦¦ ¦§§¤¤¥¦§§ TARGET AUDIENCE ) All Employee Master Trainer Certification N/A Required ResouMerlin>rces AvailabAbout IHG>Our People>Room to grow>myLearning>Training Leader le Resource>Implement the Talent Development activities>Orientation>IHG Commitment ConSub-Regional Training Champion tact Sub-Regional hotel learning & development Manager Page | 6
Employee General Orientation ]\\_^_`badcfe \\^^^```aaaccceee The orientation of a new employee intog ¶~fl#ffi h i~ o Ïp$$ q j r)i /k l~ any of IHG’s Hotels is a coordinated, s pt)
L m n<$T> ?< (&v > ?(systematic process designed to build an u v Ä w x<(lÂõ*yp ff z fl~ffi / Q #$employee’s knowledge and confidence { | }]( and deliver IHG Commitment. VV WW=XFYYVVWWXXXYYOBJECTIVES & ~ To introduce the new employee to: the culture and philosophy of IHG’s <Ü7>
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Û ! "$ features and expectations of the IHG 4 7(/ / hotel they have joined VV WW )VVWW the management team, reinforcing their choice o f employer Ó Ô ð * !(/$ /Ó Ô PROGRAM OUTLINE </)Ù Welcome keynotes by GM & Excom <* Ł World of IHG < Õ/Ö × Ø IHG Vision <7#&%(¡ $¢B£7? Briefing Winning Ways IHG Comm 7 ¤ ¥ ¦4§ itment - Room to be yourself Brand < service program Refreshed Leadership Competency Priority Club Reward Overview ®$¯7*°²¨>© ±4³ª7«*¬ ®$¯7°²±4³ ! " HeartBeat Guest Satisfaction System ´ µ & Ù Employee Survey ! "(¶ · Our Guide for You ! " ¸ ¹ º$» Employee recognition program ¨ - ¼*½ ¼4¾ ŁP¿ë À Á Grooming & Personal Hygiene
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T ¡Ê 7GBË VV W ¡VVWW ¡¡ : LENGTH OF PROGRAMME: 3Ì 3 days ¤¤ ¥¥ ¦¦ ¦§§¤¤¥¥¦§§ TARGET AUDIENCE iff$Í A ll New Employees Master Trainer Certification N/A Required Resourceserlin>About IHG Ava>Our People>Room to grow>myLearning>Training Leader ilableM Resource>Implement the Talent Development activities>Orientation ConSub-Regional Training Champion tact Sub-Regional hotel learning & development Manager Page | 7
Green ÐAwÑare ÎÎdÏÏfÐdÑÎÎÏÏÐÐÑÑ More and more customers want to buyÒ Ó Ò products and services from organizations that they regard as “good corporate citizens”, ones that do not pollute the world or treat employees unfairly. They are telling us that corporate responsibility is important to them and IHG has a clear Ô)$* Õ ü Ö*× ý/þØ Ù$ Ú Æ Û ä&Ü$(,Ý(å ÞTæ À ç ßà~$7á â p <$7á$â (ã è5é êÓ ë ì À å í~$»¶ î) / ( Å Æ#${M ï$ð Å Æ<(7Ú Æ ñ ò óá$â ô$õ<( @{ õ#$/á â 7)- öô
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ff Dus ring the program, we will be looking at what InterContinental Hotels Group and ou r Hotel in particular are doing to protect the environment and what you can do to help VV WW=XXFYYVVWWXXYY. fi k l /fl ffi(Æ ¹ p OBJECTIVES õs By the end of this session you will be able !*; " to: Define what green means for you Explain 4 IHG strategic priorities to create Great Hotels Guests Love B Define Corporate Responsibility and riefing how it impa+E#ëD8Û%F%$ $ @ Ü)Ü'
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P«%Jcts the company, guests and K'LcoÜ ð ñNM'O lleagues List action steps you can take to help your hotel become green VV WW )VVWW PROGRAM OUTLINE What does going green mean for you " #/ð ñ&Û%$/¯;P8Q fl ffi Our Strategic Priorities ? @/Ü 4 5$"#é8. 6 Corporate Responsibility 7 3 9': Corporate Responsibility impacts the com 7 3 9':»Û>= ? 7 ~Ü& A pany and brand image Corporate Responsibility im 7 3 9':»Û~&~Ü A pacts guests 7 3 9':»Û ! " Ü A í&î7+
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»<Ü "'#/ð ñ*º;\/? @*«'J ÚChina?” T(fl ffi>' What can we do to help our hotel go green? VV WW ¡¡VVWW ¡¡ : LENGTH OF PROGRAMME: 75¢ £ 75 minutes ¤¤ ¥¥ ¦¦ §§¤¤¥¥¦¦§§ TARGET AUDIENCE iff$Í A ll Employees Master Trainer Certification N/A Required Resources Avaout IHG>Our People>RilableMerlin>Aboom to grow>myLearning>Training Leader Resource>Implement the Talent Development activities>Orientation ContacSub-Regional Training Champion t Sub-Regional hotel learning & development Manager Page | 8
On-boarding Manabger Training ]]_^]]^^^cfe `` ac``abceabceabce To equip manager with the necessary skill ¾ ¿ d)I e f gs ~t)À )Ç~h( G p%& knowledge to make sure the On-boarding program well run to provide p 7p q þ N | ¾ ff ¿ Ím n p7
i 3 Ò(kj @ i l ; P m n;o")t/Àrffan opportunity for new team members to s t u> get up to speed quickly in a supportive environment and a significant opportunity to instil the company’s values.” VV WW )VVWW PROGRAM OUTLINE +(fl ffi 0
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7 xN% Ü (É hat is your role as on boarding advisor? x8% fl ffi $ 9 :'D|F ¨ ! " 58 I x%yz~Ü What are your responsibilities as On ŁBoarding Advisor? ¿X{ }=' F On Boarding Advisor Myths E x y)z~Ü " On Boarding Advisor How do you help the new starter through the on boarding stages? Tools to help you implement on boarding process VV WW ¡¡VVWW ¡¡ : 60Y Z [ LENGTH OF PROGRAMME: 60 minutes ¤¤ ¥¥ ¦¦ §§¤¤¥¥¦¦§§ TARGET AUDIENCE d IA ll Managers Master Trainer Certification N/A Required Merlin>About IHG>Our People>Room to have a great start> onobarding advisor toolkit > Resources Available Greater China Hotel On-boarding > hotel on-boarding advisor training>on-boarding advisor training guide ContacSub-Regional Training Champion t Sub-Regional hotel learning & development Manager Page | 9
On-boarding Advisor Training ]]^^^_ccfeece]^ce] To equip On-boarding advisor with the ¾ ¿ff Í &Vnecessary skill & knowledge to fulfil their role as On-boarding Advisors who are À e Ç f(G
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7 xN% Ü (É Boarding Advisor? x8% fl ffi On BoardFing Advisor Myths On B E x y)z~Ü " oarding Advisor Too ls to help you implement on boarding process VV WW ¡¡VVWW ¡¡ : LENGTH OF PROGRAMME: 40Y Z 40 minutes ¤¤ ¥¥ ¦¦ §§¤¤¥¥¦¦§§ ff Í
CTARGET AUDIENCE All On-Boarding Advisor Master Trainer Certification N/A Required Merlin>About IHG>Our People>Room to have a great start> onobarding advisor toolkit > Resources Available Greater China Hotel On-boarding > hotel on-boarding advisor training>on-boarding advisor training guide Conb-Regional Training Champion tacSut Sub-Regional hotel learning & development Manager Page | 10
Greater China Hotel HR/Training Leader Academy ccccbee ¡¡ ¢¢££ ccee¡¡¢¢££ Greater China HR/Training Leader Academy is a part of Onboarding process, which is tailer-made by IHG for the newly assigned hotel HR/Training function leaders. The Academy is lectured by function leaders from corporate office, through P8¤'NÇ
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Greater China Hotel Finance Leader Academy þþcßß¡þþßß¡ ¢¢££ ¡¡¢¢££ Greater China Finance Leader Academy is a part of Onboarding process, which is tailer-made by IHG for the newly assigned P ½#hotel Finance function leaders. The Academy is lectured by function $N¤
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1" / ë æ rting & Planning Tools/Driving Î;Ù ÐPer formance Briefing Day 2 ¥ K Finance Fundamentals 4 Procurement Management © ª*«*¬ Operation Leadership è ± 4*3 à ã Manage the Owner Relationship / Ł>Ò83 I >4 Revenue Management/Cost of Sales Î é
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ø Existing Function Leaders who will be benefited from this program R[ù&¦4§CU|ú*6 Ü ß x ÷ 9 High Potential assistant function leaders û ü ¬)ß :8ý x . Resources Available Delivered at the workshop Registration On Invitation Tuition 3500RMB Per Participant, covering meeting package & training materials Contact Sub-Regional Director of Finance & Business Support Page | 12
Greater China Hotel Sales & Marketing Leader Academy - ,,/..100322,,..0022¡¡ ¢¢££¡¡¢¢££ P ¤ ¥ ¸) (4fi5 6)7ô)M+öÈ ¨p)fl#ffiGreater China Sales & Marketing Leader ) !^"8©Academy is a part of Onboarding process, which is tailer-made by IHG for the newly assigned hotel Sales & Marketing leaders. Thek$ ª4fi5 6)7ô M «;-ö0¬ $ff$ͼ ½<$Ë
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Ò Y Operation Leadership TPI Social Media Ò|ä © ª ¬ Media Z'[ T^Þ Day 3 T^Þ =ëà N \ Revenue Management ó Business Planning IHG Way of Sales /6=4 2/3Ey)z Talent Development Day 4 IHG Way of Sales Coaching Workshop Ø ÆPÇ N^] Pre-opening Hotels Workshop ó ! " ñ ª LENGTH OF PROGRAMME: ¨
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InterContinental Hotels & Resorts Brand Orientation 3 ccecddgdffgfhhjhiilikk3kmmgmnn cdfhikmnn The OrienO(Þ'o ~ tation workshop is one of our TRAIN People Tools. During the ? ´ ? ¹Ïp k Â$8 l À ä ° M · ²$~ ¦8§ # 'e p± lO
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orientation workshop colleagues and ff z5rq s t uä ß à~$/ß à º leaders will be introduced to the service behaviours needed to deliver At Your Side service to our guests. Hotels leaders will learn about our People Tools during the
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orientation workshop. The |À µ å<Â $'z { }| ~ Ê=C $*û Brand Orientation is a modular workshop that hotels may personalize to m eet their unique needs. PROGRAM OBJECTIVES VV WW=XXFYVVWWXXYYYYou will be able to: ´ ? fl
ffi ~(¹ È s List IHG Family Of Brands S tate IHG Vision and how we deliver fl~ffi» (Þ$o;, $G reat Hotels Guests Love a fl<ffi % ' Ã Å Æ æfi { ff zfip|{ Research the rich history of }~$:#; InterContinental Hotels and Resorts fiTJ fl ff~ffi À « State how we help our guests feel In Æ w x ® >¢
)<$fiI)Ł a Å fi ÀE ffi s tThe Know by sharing our local and N pinternational knowledge Describe InterContinental guests and what’s important to them Explain how we bring InterContinental Bto life for our guests riefing Explain At Your Side service style and ffi x A { fl~5¼
ffi ½ ff Þ$o û Ä( &ä$ a fl~ffiIpà Ä{ J Å Æ w\I J)5q "TÊ(s Â$8 t)Þuä7ß à À fl~ffi7ß à º- a fl~InterContinental service behaviours Describe InterContinental Colleague Experience PROGRAM OUTLINE The IHG' o à VV WW) VVWW fl~ffi&!#Ï $&% ' family of brands and shared fl~ffi )Ł/À ff nvision The history and heritage of `fl~p ffi InterContfl~ffi Ã Ä Ã ¼ ½ inental { InterContinental today N1 « InterContinental guests and what’s important to them Ä
)¶û ^} w x (Þ'o' T\ / fl~ ~ffi7ffi)ß Â$8à fl$s{ |l How we bring InterContinental to life in our [hotel/resort] InterContinental service experience InterContinental colleague experience VV WW ¡¡VVWW ¡¡and what this means for you ° ² 6ô)õ Â$8 3ô)õ LENGTH OF PROGRAMME: Leaders – 6 hours Colleagues – 3 hours ¤¤ ¥¥ ¦¦ ¦§§¤¤¥¥¦§§ TARGET AUDIENCE fl~ffi Þ'o ) A ll Intercontinental employees Master Trainer Certification N/A Required RMerlin>About IHG>Our People>Room to grow>myLearning>Training Leader esources Available Resource>Implement the Talent Development activities>Brand Programs Zufar Khabibullin ConManager, Brand and Hotel Learning & Development tact 021 2893 3295 @ Page | 14
Crowne Plaza – Make It Happen ¡¡1¢¢¡¡¢¢ff¤££ff££ – ¥¥e¦¦g§§3¨¨ ¥¥¦¦§§¨¨As the Crowne Plaza brand service ÇIo - ©fiª
Þ~ß v>à Þ ´ o)?program, the key purpose of “Make it , ~«) )¬Ç7)$÷$/N~¸; )N$ happen” is to establish understanding of fiTJ
)®Â G ¯Q$ ;this strategy and to gain commitment form . employees to their role in Make It Happen. PROGRAM OBJECTIVES VV WW=XXFXYYVVWWXYYBy the end of this workshop participants w´ ? fl
ill be able to: ffiª¹ p ' õ,s J
&Þ©fiIoÏ$¬ °G• Explain the Crowne Plaza brand fi±4posL© ªÞ$o ² Uitioning and list the 4 Crowne Plaza keys a©)ª • Describe the target guest for Crowne Æ Plaza and give 2 examples of rational needs the target guest is likely to have when staying in a Crowne Plaza hotel and 2 examples of their emotional G Np
J #$ M Gç{÷ø¢ ³Ú $'µ L)Iõl ;û À µ ff)L ´A
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Þ'o®needs  > ?ÏPÏC'¸ $ S UC »Ã w x )¹• Describe and demonstrate the «7 four-step strategy for how to care for ¬Briefing the target guest in Crowne Plaza hotels. • Understand and be able to explain their role in the Crowne Plaza strategy and how they will help Make It Happen. PROGRAM OUTLINE • Welcome, Introduction and Objectives À . VV W W EººVVWWºº j~ G r ¶¶÷ø », « ¬7 )¼ ½r q ¬$7 iM)¾ « ¬7 x À7 i$]®· æ • Make it happen big picture overview õ Á - ¿Ã Ä Å fl G fl ffi¯• The Thoughtful Achiever • Make It Happen – The strategy for successful interactions • The Meeting Moment Board Game • Wrap up and close VV WW ¡¡VVWW ¡¡ : LENGTH OF PROGRAMME: ô õ hours ¤¤ ¥¥ ¦¦ §§¤¤¥¥¦¦§§ TARGET AUDIENCE© ªÞ'o ) All Crowne Plaza hotel colleagues Master Trainer Certification N/A Required ResouMerlin>About IHG>Our People>Room to grow>myLearnrces Availableing>Training Leader Resource>Implement the Talent Development activities>Brand Programs Nikki Yang ConManager, Brand and htacotel Learning & Development t 021 2893 3371 @ Page | 15
Stay Real Be You – Leading the Brand Experience ÆÆÈÇÇÆÆÇǨ¨ÈÉËÉÕÓÔÔÕÕÔÊÍÊÌÌ3ÎÎg¨¨gÏÏÒÖ× ¨¨ÉÉÊÊÌÌÎΨ¨ÏÏ `Ñ`ÐÈÒilkgÓ/``ÒËÒÖlÖ××ÓÓÔThe purpose of this program is to enabØ Ù)Ú Ù Û Ü le you to bring the Holiday Inn brand family to life with your teams and for your guests OBJECTIVES Explain why putting the Holiday Inn brand family at the heart of what we do ß Ý$ Þ ß à õ)á ö ö âä ^ã ÷ Û å`ø æèÛ$ ç ù é^úê'ëì íEî'ïIð â ñ ò ó ô ûû üüþüýýèýßßûûüýßß ñ )å`æffiç éEê'ë ì í fiñ
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dr ives better returns Describe how the Holiday Inn family of ff åþæç é^ê ë ì ífffi fl
ffiff !"
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*^Û ò ó ù úbrands is evolving to deliver our unique guest experience +ñ , -/.ßff0^ê'ë21)Û 3ff4 5^Û 6 7 fi 8ff9 â : ;ff< Ù =
3 4 Ü Ý Explain what it means to be a + >ã ê'ë^î$ï ð^Û ? @BADC
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ffJ M N O)Ùyour teams P
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T2R%UfiÚ V W X ã^ê'ë^î'ï ð Explain the tools that help you hire, Û Ü Ýtra+ > in, involve and recognise your team who bring the brand to life Y Z [ \Ú ]
^fiÙ C =)ç éEÛ ê'ë ù ú_%X ` a Û b
c Identify ways you can track and measure the brand experience at your dffZ e
f=)Ù Û$ç éffg h ã ê$ë^î$ï ð hotel Plan to implement your plan to live the brand at your hotel ûû üü
iiffjjûûüüiijj Briefing PROGRAM OUTLINE Welcome, purpose and introduction ê' k
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p Being Brandhearted å`æè How the Holiday Inn Brand Family is evolving ç é^ê'ë ì í fi { fl
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ffiff ! # qÛ ÙÛD3ff
u a 4 r sBt Your leadership role: An introduction P Hiring the best
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y z Training to live the brand w Stay Real – Be You: Session reviews | } ~g â ! 2t
@ ~ Involve to motivate and drive U)Ú
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performance W X x ê'ë y z { á Û Recognising team members for living the brand
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^ff Tracking progress and measuring dffZg he f , results //
Implementation planning What’s next/Close/ ûû üü ûûüü LENGHTEN OF PROGRAM 2 2 days
TARGET AUDIENCE å`æ'ê'ë ç é
VHoGEC liday Inn Brand Family hotel GM & GEC Resources Available Delivered at the workshop Registration Through mylearning system on MERLIN Tuition RMB Per Participant Benjamin Xiang ConManager, Brand and hotel Learning & Development tact 021 2893 3459 @ Page | 16
Holiday Inn Brand Family Orientation – Classroom Version ¡¡£¢¢¡¡¢¢ÖÖÑפ¦¨ª ¬ÖÖ×ץפ¤§¤¦¦©¦¨¨«¨ªªª¬ «®®¥¯¯«¯°°«°±±¬¬®®¯°±± PURPOSEûû ü üþC
ýý E ²²ûûüüýýò² To immerse new hires into Holiday Inn brand family hotels and explain the important role they play in bringing the brand to life through the experiences they create for our guests. TOPICS' ³N ´BµD¶
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¹¼ FÁõ åÀùæ'ê'ë ì í âº: » =? ñfifiú &fiã êIë O ï ðb
½w ûû üüoÂÂDÃûûüüÂÂÃà å`æ$êë ì í ê'ë Ä Å Who’s the Holiday Inn brand family? O ur brand’s history ÛIò ó B Our guests ò ó ù ú
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ÆffÇ È ñriefing ~ Our guest experience and Stay Real Ù Û ÉffÊ Ë
fl
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Ìservice behaviors +
How managers help you be successful ûû üü ü ûûüLENGHTEN OF PROGRAM hours Í
TARGET AUDIENCE Holiday Inn Brand Family New Teamå`æ'ê'ë ì í)ç é ´
¸ ÎÁµ ¶ M ember & Manager Master Trainer Certification N/A Required Resources AvailaberlinleM>Teamspace>People Tools>Training>Holiday Inn Brand Family + Brand Orientation>HIBF_Brand Orientation Benjamin Xiang ConManager, Brand and hotel Learning & Development tact 021 2893 3459 @ Page | 17
Holiday Inn Brand Family Orientation – Online Version ¡¡£¢¢¡¡¢¢ÖÖÑ×ץפ¤§¤¦¦©¦¨¨«¨ªªÖÖפ¦¨ªª ¬¬ ÏÏÑÐЫÒÒÔÓÓÕ±± ¬¬ÏÏÐÐÒÒÓÓ±±PURPOSE This orientaûû ü üþC
ýý ²²ûûüüýý²²tion is designed to introduce new team members and leaders to the ³N ´BµD¶
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¸¹ õ åùfiæ'ú ê'&fië ã ì êIí ë âºO :Ho liday Inn Brand Family - the brand ï » =? ñfiò óff¼ðstory, our guests, our service behaviors, wb
½and guest experience. New leaders will also learn about the important role they have in creating the right environment for team members so that they are successful, enjoy their roles and deliver a great experience to our guests. TOPICS B Who’s the Holiday Inn brand family? riefing Our brand’s history Our guests Û æ$E Éffê'Û ë ¾
Ê ì ¿ í
FÁÀ ûû üüoüÂÂDÂÃÃûûüÂÃà å` ê'ë Ä Å ÛIò ó ò ó ù ú
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ÌÆffÇ È ñ Our guest experience and Stay Real +
service behaviors How managers help you be successful ûû üü ûûüü _LENGHTEN OF PROGRAM Í hours
TARGET AUDIENCEå`æ'ê'ë ì í)ç é ´
¸ ÎÁµ ¶ Holiday Inn Brand Family New Team Member & Manager Master Trainer Certification N/A Required Merlin>About IHG>Our People>Room to grow>myLearning>Holiday Inn Brand Family Resources Available Orientation for Greater China and Asia Australasia (Course: 00025702, Offering: 00067142) Benjamin Xiang ConManager, Brand and hotel Learning & Development tact 021 2893 3459 @ Page | 18
Stay Real Be YouÕ – Department Leader Briefing Session ÖÖØ××ÚÙÙØÛÝÛÜÜÖÖ××ÙÙÛÛÞÞÙÙ«ßßÜÜÞÞÙÙßß ¬á¬ààãââÕÕÒÒåäæ第àâÕä«æ¥ç«èè àâÕÒÒääææççèèûû üüþýý ²²ûûüüýý²²PURPOSE shareé ê What we learned from Being =á.rßff0 ê'ëtD3ff4 ê'ë ù ú21 SB randHearted: Leading the Brand T2ADC ë ì ÛffíDî â)îDï ^Û ê$ë ðExperience workshop and how our brand is evolving What it means to be a BrandHearted leader Our action plans created during the Briefing workshop ü= = Ä S
Û T .r!ßffó ñ ,
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f ûû ü ûûüüLENGHTEN OF PROGRAM hours 3Í TARGET AUDIENCE
Ho liday Inn Brand Family Department å`æ'ê'ë ç é ÷Bøù3ff4Leade r Master Trainer Certification N/A Required Resources Available Delivered at “the Stay Real Be You – Leading the Brand Experience” workshop Benjamin Xiang ContacManager, Brand and hotel Learning & Development t 021 2893 3459 @ Page | 19
Stay Real Be You – Living the Brand ÖÖØ××ÚÙÙØÛÝÛÖÖ××ÙÙÛÛÜÕÜÞÞÙÙ«ßÛÛ¥úúÜÜÙßßÞÞÙßÛÛúú ¬¬Öl×Ó/Ô¬¬Ö×ÓÔÖ×ÓÔÖ×ÓÔ ûTheS
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T âýüÜrpose of this training is to help reÝfresh the service behaviour training to +ff>Û þff V ß ß âý$
& )ã ê'ë^î'ïdevelop team members’ skills and ðff: '
( ÷^ø Û ò ó ù úÁÀ confidence to bring the brand to life and deliver great guest experiences ûû üü
üiiffijjûûüijj PROGRAM OUTL INE ! Be You ~ _ B Get Ready riefing
ù Show You Care Take Action È ö ûû üü ûûüüLENGHTEN OF PROGRAM 3_ hours 3Í TARGET AUDIENCE
Ho liday Inn Brand Family hotel employee å`æ'ê'ë ç é > Master Trainer Certification N/A Required RMerlin>Teamspace>People Tools>Training>Holiday Inn Brand Family + Living the esources Available Brand + English/Simplified Chinese Benjamin Xiang ConManager, Brand and hotel Ltacearning & Development t 021 2893 3459 @ Page | 20
Hotel Indigo – Hotel Indigo Orientation to Leaders eLearning
Õ
ÕÕÕ – ÒÒ ÖÖl××¥¨¨©ªªÏÏÑÐЧ°° ÒÒ ÖÖ×ר¨ªªÏÏÐа° û The purpose of this eLearning is to ë
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*EÛIò ó ù úprovide Hotel Indigo new managers and ,Gsuperviso³:N ffi !"!$# ÛD3ff4 r srs with an orientation to Hotel ,. Indigo’s history, positioning, guests and unique guest experience, as well as prepare them to assume the leadership roles at the hotel via self learning. ûû üüþýýèßßûûüüýýßß PROGRAM OBJECTIVES
@ff _ Ì fi By, the end of this workshop participants ffwill be able to: Learn about the history of the Hotel Indigo brand and its place within the IHG fam ily of brands. Know more about our Hotel Indigo’s guests and what they expect and valueç éffç 2 )fl
é tç ê ë&% ì é^ë Û Û ó ff, ! V Ä Å-ffï ,»
= 'ff( ê'ë ì íBA Ûfl ) ö· ¸o¹ çfiéÛIóú ?ff@oî%Aï G,ffi *ff¸ + ¾ß. ¹ ? . /^ê'ë * s when they stay with us. z 0)ówÛ 1 2 V ó ,G. Understand how Hotel Indigo is 2w?2!43 54647ff8:9 ó'(2´Gresponding to guests’ needs and ;expecta,<ffG = >V4?
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@EÛIù),tions through the three B!$#DC A "^Û ¾ ¿
r sriefing Hallmarks, . Appreciate the valuable role they play in delivering a fresh, exciting and inspiring experience to guests through the Winning Ways. ûû ü üBC&DDûûüüB CBBPROGRAM OUTLINE • Welcome, Objectives and Introduction CC ^DD ! k
l,ê$3ë nFÛ E V!
Ä ^Û$óÅ• Hotel Indigo Story é G• Our Guests G(15) ^Û ê'ë * s• Our Hallmarks. •H I Jé G(30) 5 6 7 8 V
ÆffÇ é G Our Winning Ways & Service Profit (20) Chain K L:
é G(5) • Quiz and Conclusion. ûû üü ûûüü LENGTH OF PROGRAMME: : Í .5 hours
TARGET AUDIENCE ^ê$ë ç é
V fi M Hotel Indigo Managers & Supervisors > Master Trainer Certification N/A Required Resources Avadigo Orientation to ilablin>AbouleMert IHG>Our People>Room to grow>myLearning>Hotel In Leaders Nikki Yang ConManager, Brand and hotel Learning & Development tact 021 2893 3371 @ Page | 21
Be My Guest ßßONNQNPP
PRRßßNPRR S T SffT This training is targeted towards all front line guest contact employees and will provide them with an understanding of the basic skills to be used when serving the needs of the guest. You will learn how to apply these basic skills to a number of common situations that one would come across during guest interaction. (Please note: This programme is inter-changeable wÛ ffi
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jjûûüijj T þ _PROGRAM OUTLINE : Eight basic skills: Ł effs s B Focusing on a guest riefing 4 s Providing efficient service sff&s ¢¡ff£ Enhancing guest's self esteem ¤ ¥ ¦ §¨ © Building rapport Providing 4 ª «¬4s® explanations and information Determining gues ¯° sff ± ² t's needs Explaining guest's services ³ff´ µ $ 4 s Referring ¶ ·¸¹ CX^î][
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þ _ Û a b @ common situations in which these skills can be applied º »¼ ½ ¾ ¿ sffÀ Á How to handle basic guest interaction Â4sÃ Ä µffÅsÆÇ $ 4 È$É Helping more than one guest at a time Hand ¼ ½&$Ê Ë$Ì"Í]s ling a delayed service Hand ¼ ½&$Ê Î Ï Ð$ Ñ Ò ling a disputed charge Satisfying an impatient guest Ó ÅeÔ Õ4 s4Öe Handling a delayed transaction ¼ ½&$Ê Ë$Ì"Í] ·ff× Satisfying a guest when a service is ØsÙ4Ú ffÛ4Ê$ Ã Ü Óe$4Öe unavailable ¼ ½ sff ÝßÞ à ² Handling a demanding guest ûû üü ûûüüLENGTH OF PROGRAMME: : á @ h ` F/ â @
# È â @ 7BôIdeally 4 ½ day sessions, separated from one another by a period of time, to allow ô ã , äBÀ4_
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+ lternatively can be run as 2 full days.
TARGET AUDIENCE ó Guest-Contact Employee > Master Trainer Certification N/A Required Merlin>About IHG>Our People>Room to grow>myLearning>Training Leader Resources Available Resource>Implement the Talent Development activities>Hotel Operations Training>Service Training ContacSub-Regional Training Champion t Sub-Regional hotel learning & development Manager Page | 22
My Guest My Customer ßßëNNQPP
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þ ?fiò ó 6_ ' þ ó ô Æ Ç wtheir job þ =Eî@ hß ^ ' *)ó ô Û s[
@ 2t increase the quality of their customer service by focusing their awareness 2. ]s £
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skills 3. ¼ ½ Å Â s be more customer responsive in the 4. ffÖ 4 ff ± ² ¬4±]à following situations: 1. Making the guest feel valued and welcome 2. Dealing with different nationalities ûû üü
ii Bûûüüii riefing 3. Finding out and meeting customer needs and want ó ô ÆffÇ - 6 PROGRAM OUTLINE Customer Service - The key to success B Focusing awareness Q:ffµ zff fl 0 ffi óff+ Û$ô óÛ Û Û$ß ý ^
6 ý ï Ì" ô
6 ý V:!ff W !$ # ÛDW ó
ffi fiG1 B2V41uality of awareness and your own pe c Û " #$ ¿ @é trceptions 6! Dealing with different nationalities ¼ ½ffÎ Ï Ðs ÑsÒ Finding out guest needs and wants - Que  Ãs¼ ½ ÅsÆs s stioning Case stud ¼ ½&% ' ] $ ies for 6 situations: Handling a disputed charge ¼ ½ (*) Handling more than one guest at a time ³ff´ +-,&. /-0 Handling a waiting guest 4 s® Handling a complaint Explaining policies and procedures ûû üü ûûüüt Providing information 1 LENGTH OF PROGRAMME: 1 day
TARGET AUDIENCE ó
÷Áø fiGue st-Contact Supervisor Master Trainer Certification N/A Required Merlin>About IHG>Our People>Room to grow>myLearning>Training Leader Resources Available Resource>Implement the Talent Development activities>Hotel Operations Training>Service Training ContacSub-Regional Training Champion t Sub-Regional hotel learning & development Manager Page | 23
Craft Training Certificate 113225447669889::1122446688:: Craft Training Certificate (CTC) is þff S
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÷ÁøD Rñ fi V ÷designed for hotel department heads, øDS
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! ffi ^Û@?þff Ssupervisoflrs and departmental trainers to T
þ _develop the ir skills of on-job training. OBJECTIVES ûû üeýßûûüüüýèßýýßßBy end of the session, you will be able to
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T Administration & Introduction fi Benefits of training YffZë %e1 2 Identifying learning needs ë % ? @ VB riefing The Learning Process & Cycle K Û S T
b
ë c%sJ 0 Systematic Approach to Training Gaining attention L@M- 6 á Né Breakdown Question Technique 1st Practice Preparation Day II Structure of Feedback 1st Practice Check Craft Training Small Groups Q@ Dþ O þ_ '* ,@O þ V P %s V@Q R ÛP @g% V ,@O þ S@T ÍH þff S T V@ P %s 2nd Practice Preparation Day III Q@O þ P V . V@ 2nd Practice Corrective Coaching Provide Training in the Workplace Training Systems & ResourcesT 0 K S
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Hotel department heads, supervisors and ç é ÷Áøù
Rs fi V
÷ÁøDS T <departmental trainers A 4 days’ workshop to certify the master
trainer who is able to facilitate Craft MasTraining Certification program when they back to hotel @
W@; M á2 ì ç é B W
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T DDDDç é <ter Trainer Certification S YY
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_^^ ^`&`^``D DaDDon Merlin G467b c Tuition: USD467/person Merlin>About IHG>Our People>Room to grow>myLearning>Training Leader Resources Available Resource>Implement the Talent Development activities>Hotel Operations Training>Manager Skills Training ConSub-Regional Training Champion tact Sub-Regional hotel learning & development Manager Page | 24
Group Train7in69g 89Ce:rtificate ddfee44688::ddee44668: IHG requires that all trainers within the '&( ç)é g Ü ¿ 2 g Ü2í CM SffT < r_horganisation have been trained to train. At X ù
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T2À;ñ ¹ji ; þ E ^Û Sthe beginning of 1998 an Accreditation T =process was introduced to maintain the 1998k@l&M¸Á¹ SffT high standard of delivery and ensure all future delegates achieved the required standard, as outlined in the assessment criteria. Therefore it is now MANDATORY that this training program is conducted by a licensed InterContinental Hotels Group Master Trainer, in order for the delegates to be certified and registered as ". Tüxw ,ffrainer" OBJECTIVES - | ù ,
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T <w 2W ffâ?2 nH ì@W o ; p< W Û '4;( @ çfié_îgYi CMffU5_m E C¿2 Û q BÀsrsæ
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T XnYou will be able to: • F@ Write appropriate objectives for a training session. N ëffâ$% q@ ü @
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ëPROGRAM OUTLINE • ~nFE Creating a Learning Environment • Writing Objectives ïV@H I
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TARGET AUDIENCE Hoç é
÷ÁøD R fi V ÷ÁøùS
T <tel department heads, supervisors and departmental trainers A 5 days’ workshop to certify the master
@ W ;ffM á ì ç é@B@W Ü Ý%S T5trainer who is able to facilitate Group ; X
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T <MasTraining Certification program when they ter Trainer Ceback to hotel YY
YYDDDDrtification ç é S T Z [RTarget Audience: Hotel training leader G
@\ ]&]DD\\\]]DDequired RA Û0 Kegistration: through m?ylearning system wMerlinMylearning
_^^ `&`D Da^^``DDon Merlin G511b c Tuition: USD511/person Merlin>About IHG>Our People>Room to grow>myLearning>Training Leader Resources Available Resource>Implement the Talent Development activities>Hotel Operations Training>Manager Skills Training ConSub-Regional Training Champion tact Sub-Regional hotel learning & development Manager Page | 25
Managing Training & Development 9f88::7§ÞÞ88::ÞÞ The program contains material that will assist Training Managers, Training Co-ordinators and Departmental Trainers to fulfill their training role and to ensure that training and development activity is firmly linked to the needs of the business. This program^Û-v@ ³S @í î
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@ff Ì Û î$Î v By end of the session, you will be able to F[@â% £Ì ff íI â : Explain your role for organising training =Ì Û Î¢[£V2í HI S Tffand development of people within your area of respons S
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ö2À specified time period to meet priority needs in your area for both groups and individuals Explain how to evaluate training and ûû üü BB CCûûüüBBCCdevelopment activity PROGRAM S
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!“” OUTLINE Introduction to training developmen § Yr s)t Clarifying roles and responsibilities Creating the right conditions Applying a systematic approach Starting to plan and identifying needs Planning all the activ Ú Ú Î@ý
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T Implementing training & development Reviewing and evaluating " #é $ Case Study Presentation ûû üü ûûüüLENGTH OF PROGRAMME Q2 days
TARGET AUDIENCE Training Managers, Training Co-ordinators and Departmental Trainers !
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T T à@<V ÷ÁøùS
T <> A 3 days’ workshop to certify the master @ffW;M2 )áB ìfiçfié_B_Wfffiff SffT3trainer who is able to facilitate Managing
MasTraining & Development program when they ter Trainer Cback to hotel YY
DDYYDDertification ç é S T Z [RTarget Audience: Hotel training leader G
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Behavioural Interviewing - ILT ««¬f¬®««¬¬®7¯¯®®¯¯ ¬¬ ¥®®«¯¯¥°°«±¬¬®®¯¯°°±±± To provide those responsibleS @°=D= for IHG±²£VBíff9 Z M ½conducting interv ý Riews within IHG globally with the knowledge, skills, and tools þff
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È È ñ ½Rº¹ ¸ ü »@· ¸ïáconsiderations, how to recruit candidates, LGGH I J A P Q
J Û$Ø FÁÀpreparing for the interview, conducting a behavioural interview, selecting the best candidate, and the use of the HIRE People Tools. ûû üü BB CCûûüüBBCC OUTLINE Introduction C Gff> g ost of Turnover I
¼ Û+JS áffH G Recruitment People Tools Û c µV½ s¶P Q 1 ¿ ³@´ B riefing Typical Interview Questions Activity ½q L Legal Considerations ½A Before Interview L þff P % During the Interview ½v Skill Practice L After the Interview ûû üü ü ûûüLENGTH OF PROGRAMME 8_ jÀ¿ {
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ffiBµ -12 hours depending on optional 8¾12Í activities TARGET AUDIENCE
A ll management or supervisory staff Z M
½Î@[ Û$ç é fiL responsible for conducting interviews A 3 days’ workshop to certify the master
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½þ _3Ltrainer who is able to facilitate S
T
@ Û S
T <M asteCompetency Based Interviewing program r Trainer Certificationwhen they back to hotel YY
YYDDDD ç é S T Z [RTarget Audience: Hotel training leader G
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ALDP1 - Leadership Fundamental ÕÕÁÁfÂÂ7ÃÃÅÄÄ¥ÞÞÕÕÁÁÂÂÃÃÄÄÞÞÕÁÁÂÂÌÌÍÍÕÕÁÂÌÍÍ°°
9ÆÆ9ÆÇÇÉÇÈÈËÈÊÊ°° ÆÇÈÊÊÕÁfÂÅÌ7¬¬ ¬¬Accelerated Leadership Development Program (ALDP) program has been created in response to a need to develop
ff324) áffessential leadership skills for our supervisors and managers. This is to reinforce our IHG commitment promisefi '4! (I ç)@é gE* Ü ff Ûe ff1ff¿ fi V Z& îøsïâeè ff=S Î \ ^ 34fiá þff_
b ½EÛ of `Reoom to Grow. ù ù ñÁÀ ' ( >“! Û Ï ôK , Ð Ñ Û%J Leade” rship Fundamentals is the first 324fiá \ ^ff @fi
34fiáff ff!ff @oAmodule within the ALDP. Û$V ,
÷Àé PROGRAM OBJECTIVES By end of the session, you will be able to Differentiate Management & ûû üüþüLeadership Býýèý[ ffißßûûüýßß
@ff ffiB î$ µ v Û â á)Ó Ì Ú 3ffâ % 4 g á Gain critical knowledge and : fi72self-awareness to be a successful leader Adapt style preferences to be more effective ö þ ô)Û Û r ffiBÔ @µé Ò { Łñ , /ý
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áff % U Apply appropriate leadership =µe@h ff 2`2qffU& Û 3Á4ffÈbehav iours in different situations to be ñfiâfimore effective Ú î 3 g )4 ö Ûþ Ô fi ) Management vs. Leadership Ò BPROGRAM OUTLINE riefing Learning Model 1: What are the Different Behavioural Styles? Learning Model 2: What are Emotions (and Emotional Intelligence)? Essential Action 1: Increase Self-Awareness S %-%- È È ÖAÈ Õ Õ ÖÖö ûû üü BB CCûûüüBBCC ë %-%-Õ ÕÖöt ffiBµ Û È ñ-Ó ö1 ët$@×
jõ@Ø Ùff ff Ú \ S È ö2t ' þffi! W ý 1 \ S È ö t$ X a Essential Action 2: Build Acceptance 2G \ t é"! Ó o 3 f Others ë¤A Û Essential Action 3: Adapt Your Style 3: wt$3V ë Learning Model 3: What are the 3Vs of 4Ct @ õ Gc 3ff4 \ S 4
0ommunication? t$@ \ S c Learning Model 4: What is Situational 5
Leade\ S È örship? 6 Essential Action 4: Build Positive Bonds Essential Action 5:Evaluate the Leadership Situation t$* @ c
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ç é fi V
M Essential Action 6: Influence the Situation LENGTH OF PROGRAMME 2 days > TARGET AUDIENCE Hotel supervisors and managers A 4 days’ workshop to certify the master
trainer who is able to facilitate ALDP 1 @ V
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T <Certification program when they back to hotel YY
DYYDDDç é S T Z [Required Target Audience: Hotel training leader G
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ALDP1 - Coach for Peak Performance ÕÕÉÁÁfÂÂ7ÃÃÅÄÄ¥ÞÞÕÕÁÁÂÂÃÃÄÄÞÞ°°
9ÆÆ9ÆÇÇÉÇÈÈËÈÊÊ°° ÆÇÈÊʬ/¬ä9ã9äÁfåfæÉçfèé7ê7묬äãäÁåæçèéêëäãäÁåæçèéêëäãäÁåæçèéêë y Ł: ì âff, áffþff ^Û í ö áaff6ñAttaining and sustaining a high performing wò^ñ î ï¢ð Û Vff fi
'ffw(,_ñorkforce often means affecting a totally ±new´ Û
ßþff À set of skills for many of today’s m anagers and supervisors Sff @ UffF O _¾ff+ff U4^Ûe\ffS Thá
T PBÀis program is designed on these e ssential competencies for a successful coach for peak performance PROGRAM OBJECTIVES ûû üüþüýýèýßûûüýßßtBy end of the session, you will be able to
@ff î$ v Û â ¤Ì % Apply critical communication skills to þ engage performers Differentiate the 4 learning styles of pe4-_ Ó Ø : i
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w> A Ûë % Ò>4! *@ [
Frformers Û.g ý@ Use the . coaching process effectively Briefing Identify and plan to eliminate common coaching mistakes and barriers PROGRAM OUTLINE Learning Model 1: What are the Critical Communication Skills of a BA : e
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%-Cò ó 4Aea b Û ô@õVö ÷ ûû üü B CûûüüBBCCCoach? È Learning Model 2: What are the Different Learning Styles? È Õ ë %-Õ ÖÖöööt ¤þ _ 1w ët ffiBµ Û ë % 2tsïnFE Ó \ S 1Z \ S È öt 2§ Y ø \ St ;@ù b " 3 \ S È t ú 4 ûû üü ûûüü Essential Action 1: Set Goals Essential Action 2: Check Reality Essential Action 3: Explore Options Essential Action 4: Wrap Up LENGTH OF PROGRAMME ,1 day
TARGET AUDIENCE ç é fi V
M Hotel supervisors and managers > A 4 days’ workshop to certify the master trainer who
! @
V
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á2T ì ç é B W 3ff4 á jû¥
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T <Ce rtification program when they back to hotel Required Target Audience: Hotel training leade YY
DDYYDDr ç é S T Z [RegG istration: through mylearning system
@\\ \]&]\]]DDDD ?A Ûon Merlin wM KerlinM0ylearning
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ALDP1 - Win Support for Ideas ÕÕÉÁÁfÂÂ7ÃÃÅÄÄ¥ÞÞÞþý7߬ÅüNÕÕÁÁÂÂÃÃÄÄÞ°
9Æ9ÇÉÈËÊ°° ÆÆÇÇÈÈÊʬü° ÆÇÈÊß ¬üNýNýýßß ¬ü N ¬¬ ¬¬ qH_IÁOne significant trend in organisations today is an increasing emphasis on employee participation andé
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ï! â:important for IHG where growth within the organization tremendous. This program is
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+$#Û&% @ÁÀabou t influencing and persuading others more effectively and it presents a unique opportun ity for staff to excel by learning to present ideas well, which would he lp increase their self-confidence , self-esteem and motivation for any future accomplishments ûû üüþýýèýßßûûüüýßß.
@ff 0 î$PROGRAM OBJECTIVES Æ tBy end of the session, you will be able to á v â Ûâ à Ì Ì Ł ÛD ' á %/$ +*: , ¹ 7 Z é@$
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Û Gg ! V.-$û Define what persuasion is Analyse how people are persuaded fi Follow a process to develop and Briefing present your idea effectively Handle resistance and gain support PROGRAM OUTLINE Learning Model 1: What is B%-CÕ â ûû üü B Cûûüü BBPersuasion? S %-CC È Õ ëÖÖöt 8ff9 fi$ Æ& 1 Ú ët ' ( ) Æ Learning Model 2: How are People 2G \tsù$1é $Persuaded? 1 Essential Action 1: Analyze the Receiver Essential Action 2: Develop the Idea Message Essential Action 3: Present the Idea Essential Action 4: Handle Resistance and Gain Support ü\ S È \ öS È t ö' /ÁíDî Û ! 2t -sû Ì Û õ$/ 3 \ S &È öt
0 á â à Ł á â 4fi ûû ü ûûüüDDDD LENGTH OF PROGRAMME ,
1 day TARGET AUDIENCE ç é fi V
M Hotel supervisors and managers > A
4 days’ workshop to certify the master trainer who! @
V
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T <Ce rtification program when they back to hotel Required TargeDDDDt Audience: Hotel training leade YY
YYr ç é S T Z [RegG
@\\ \]]\]&]DDDDistration: through mylearning system ?A Ûon Merlin wMerlinM0 Kylearning
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ALDP2 - Leading Effective Meeting ÕÕÁÁfÂÂ7ÃÃÅÄÄÄ¥ÞÞÞÞÕÕÁÁÂÂÃÃÄ°°
9ÆÆ ÞÞÞéëééëëÈÈËÊʬ32Þé7ëç«èÈÈÊÊ ¬°° ÆÆ2çè ¬¬22ççèèûû üüýèßûûüüsýýýPROGRAM OBJECTIVES Sû tate the importance of effective meeFßßßtings Apply proven steps and techniques þ - ÛDË Ë //^Û ¾
¿ E i g ú@;¹ Û
Vffþ _)âe §! þ to lead effective meetings by: ð Û$ Making the Y right preparations; þ Û fi Managing for effective participation;
È 4
# âU)Ú #i nffì Ë$/ Fo Y llowing through to ensure meeting fi Ü Ý 965
Þ ä q #outcomes are achieved. Manage your team towards the Performing stage ûû üü
üiiffijjûûüijjPROGRAM OUTLINE Briefing 8ff9
fi Ë$/EîDï What is a meeting and types of meetings The Cycle of Effective Briefings: Before-During-After ! #
þ Ë Û Û , Ë ¨/;Ë t :Ë /^Û67
8 þ TqË2AË v-- þ nË /^Û9, ¨ X$<
= l The Cycle of Effective Project Meetings Leading Effective Meetings! Board Challenge ûû üü ûûüü LENGHTEN, OF PROGRAM 1 day
V TARGET AUDIENCE ç é fi V
M Hotel supervisors and managers > A 3 days’ workshop to certify the master
@
W@; M á2e3trainer who is abl to facilitate ALDP 2 Q Þ ä S
T ì ç é B W 3ff4 á
!jû¥ ! þ Ë /2RHÝ(Leading Effective Meeting, Build Great Mõ ÷^ø Ü Ý
Ry æ¢a¢ s¶& Û S T <aster Trainer Team, Solve Everyday Problem) when Certification they back to hotel YY
DYYDDDç é S T Z [Required Target Audience: Hotel training leader G
@\\ ]&]DD\\]]DDR?egistration: through myLearning system wMA Û0 KerlinMyLearning
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ALDP2 - Build Great Team ÕÕÁÁfÂÂ7ÃÃÅÄÄ¥ÞÞÕÕÁÁÂÂÃÃÄÄÞÞ°°
9ÆÆ °° ÆÆÈÈËÊÊ ¬¬ >@?@ACBdfeÈÈÊʬ¬>?ABde>?ABde>?ABde ûû üüýýèßßûûüüýýßßPROGRAM OBJECTIVES Explain the key factors that make an
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effective team ` qffÜ Ý)J ä Û ù
Identify and define the 4 stages of team development Take specific actions to build a positive q ¿$È #Dö
ý A :7 Ü Ý
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äõ a=/Þ ä ÛÜ Ý fi Ü Ý 965
Þ team experience in each stage Manage your team towards the Pe ûû üü
ü@iiffijjûûüijjrforming stage fi 8ff9
Ü ÝPROGRAM OUTLINE Ü Ý& ¾
¿1. What is a team Ü B2. The growing importance of triefing £@Ý%
!@Þ äeams 3. Team Development Stages E
+Þ ä 4Þ . Forming Stage F*G5Þ ää v. Storming Stage 6. Forming Stage 5
_Þ ä7 . Performance Stage 58 H. Performance Change Action Plan LENGHTEN OF PROGRAM 1 day TARGET AUDIENCE Hotel supervisors and managers
Û È öe
f ûû üü ûûüü ,
ç é fi V
M > A 3 days’ workshop to certify the master
trainer who is able to facilitate ALDP 2 ! @
V W@Q ; Þ M ä S
á2T ûì ¥ ç é ! B þ W 3ffË 4 /2á3R jHÝ(Leading Effective Meeting, Build Great Mõ ÷^ø Ü Ý
Ry æ¢a¢ s¶& Û S T <aster Trainer Team, Solve Everyday Problem) when Certification they back to hotel Y
YYYDDDDç é S T Z [Required Target Audience: Hotel training leader G
@\ ]&]DD\\\]]DDR?egistration: through myLearning system wMA Û0 KerlinMylearning
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AÅLDÄP2 - Solve EverydÊay Program ÕÁfÂ7Ã¥ÞÞÕÁÂÃÄÕÕÁÁÂÂÃÃÄÄÞÞ°°
9ÆÆ ÈÈËÊ°° ÆÆÈÈÊÊMPORQ ¬J¬ILK¢N¬¬IK¢MOQIK¢MOQIK¢MOQ ûû üüýýèßûûüüýýßßßPROGRAM OBJECTIVES ý A Identify the cause (or causes) of everyday work problems Find ways to eliminate these causes and prevent them from recurring Become an effective problem solver i ò_æ¢a ó
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iffj ûûüüiijjPROGRAM OUTLINE B1. Define the Problem Z“I” riefing ý A2. Identify Root Cause ò ó o
I3. Eliminate Root Cause 4. Monitor Symptoms [
\ Yø ûû üü ü ûûü LENGHTEN OF PROGRAM ,1 day
TARGET AUDIENCE ç é fi V
M Hotel supervisors and managers > A 3 days’ workshop to certify the master trainer who is able to facilitate ALDP 2
! @
V W@Q ; Þ M 3ä S
á2T ì ç é B W 3ff4 á jû¥ ! þ Ý(Leading Effective Meeting, Build Great s¶& Û S Ë T /2<RHMõ ÷^ø Ü Ý
Ry æ¢a¢aster Trainer Team, Solve Everyday Problem) when Certification they back to hotel YY
DYYDDDç é S T Z [Required Target Audience: Hotel training leader G
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RESPRO – Reserva]_tio^n Upselling Program Z\Z[[@]889::^88::ZZ[[]]^^ The ResPRO programme`*a b$ was designed for reservations agents, receptionists, e cË
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^îDï » ffib cçbanquet sales agents and anyone> else who seG >À lls the hotel or services over the phone in the hote l. û ü
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(wûüij ûûüüiijjPROGRAM OUTLINE `*a b$ Reservations Selling Competencies fic á 8ff9
b c What is Selling $b$c
k The Sales Structure Firsts and Lasts (Greetings
ÚjA & |k l&l Farewells)'* B Asking Questions riefing Proposing the Produ m $nê ct _ö ÷ fi Handling Objections
: b$c C losing the Sale and Trial Closing @ÞoL*p q þb$cþ _ Advanced Selling Techniques ûû üü.rr ssûûüürrssLENGTH OF PROGRAMME: 2 DAYS 2 TARGET AUDIENCE
Reservations agents, receptionists, banquet sales agents and anyone else `*a twho sells the hotehRqffg6iósX R e Ëb$c}$5EîDï
»l or services over the ffi u >?b$cç éê Û phonewn> Master Trainer Certification N/A Required Merlin>About IHG>Our People>Room to grow>myLearning>Training Leader Resources Available Resource>Implement the Talent Development activities>Hotel Operations Training>Functional Training ContacSub-Regional Training Champion t Sub-Regional hotel learning & development Manager Page | 34
UFO – Upselling Front Office vvPwwvvww]] ^^889:::]^8:]^8 The UFO programme was designed for the entire Front Line staff, including Front Desk, Doormen, Guesq4óTx
@^ø6yÛ$Rïfi*ù
, W Rt Relations, >Assistant Managers / Front Office Duty ð ò q4bó ReZ±ò ó
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RÀ`*a÷ V -F Bs> taff. OBJECT IVES You ûû üüþýýèßßûûüüýýßß will be able to: Rea lize the importance of their job in S
T v â Ì creating both guest satisfaction and : =ffrevenues Appreciate the importance of product knowledge to be a good sales person Learn sales techniques to create incremental revenue Learn to recognize and follow-up on Ë g $ý ficA ó: 4 zff}6 pïJÁA%6 Eýffì Û
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@b Be more motivated and creative with regard to upselling Briefing ûû üü
ii ûûüüii PROGRAM OUTLINE üïJ
ü b Upselling and incremental revenue p ñ How People Buy G Personal Motivation Pacing and the 5W's
, 5
ï~ & r /~ D G / 5 6 7 8 5 Listening, Features and Benefits Closing the Sa R úsû$cêD* ï *)ó Jnfi le b$c p q Yield Management and Sales Leads J fi Ú4b The UFO Game pU UFO* LENGTH OF PROGRAMME: ûû üü $&ûûüü/DDDD2 days, with a two-week break between daâ%õ7ô%M
, OÜÜ
_ ô)Û ô ãy one and day two recommended 2
TARGET AUDIENCE Entire Front Line staff including Front q4ó
R ø9yR'ò ó
0 R z R]q4ó&{Desk, Doormen, Guest Relations, |
R`*a÷ V -F Ass> istant Managers, Front Office Duty Managers, Reservations and Telephone staff. Master Trainer Certification N/A Required Merlin>About IHG>Our People>Room to grow>myLearning>Training Leader Resources Available Resource>Implement the Talent Development activities>Hotel Operations Training>Functional Training ContacSub-Regional Training Champion t Sub-Regional hotel learning & development Manager Page | 35
SWEET - Selling with Extra Effort Together ] ^898::]^]]^^88:: S
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÷ & ïÛ âXThis program is designed for all Food and Z±>eBe=_ ô Þé GÛ äAverage employees, to be conducted in 45-60Cê
+À short 45-60 minute sessions. ûû üüþýýèýAßßûûüüýßß O BJECTIVES Ì Y: ou will be able to: assess their current level of product •
ffi
sq^Ûê ý q n knowledge •
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¿ En exp" 3 Mlain the importance of product knowledge• in their jobs demonstrate effective sales skills identify sales opportunities and respond to them use the action steps for suggestive Bselling riefing PROGRAM OUTLINE õ Û/@b$cEþ _ ý b$cF •
g h
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b c• ûû üü
ii ûûüüii b$cþ Selling Skills Product Knowledge Reading the Guest fiý_• ê• n Ú ¹ó• G & s¶'
( ¸$ • fi Handling Objections and Offering Alternatives • S@Tóz
6 Gå þff g Checking Guest Satisfaction • Skills practices ûû üü ûûüü&DDDD LENGTH OF PROGRAMME : / Öé GÛ5545-60 Modules of 45-60 minutes each
TARGET AUDIENCE ù $Ł
÷ All Food and Beverage employee ±> Master Trainer Certification N/A Required Merlin>About IHG>Our People>Room to grow>myLearning>Training Leader Resources Available Resource>Implement the Talent Development activities>Hotel Operations Training>Functional Training ConRegional TratacSub-ining Champion t Sub-Regional hotel learning & development Manager Page | 36
SS1- Sales & Marketing Strategic Sales Level 1 Strategic Selling 1 is the foundation hb c@fi C2Mb c Ü Ý+B>Û \4^program for all Sales Team Members. This @oÀsæ
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w!$# Ûb cþ _ÀK fib c3*ADC Mhile in the program to help build their Gff>se
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ffÈ2ìb cb ½ ÛG2>m r_h ë%lling skills. This is a mandatory program foÛ , /
r all people who work in a Sales and M arketing capacity or for those who wish to move into Sales and Marketing. ûû üüþýýèßßûûüüýýßß OBJECTIVES Ì You will be able to: define the role of Sales and Marketing and explain the market segmentation applicable to their hotel conduct a SWOT analysis of both their own hotel and a competitor explain the strategic selling process which allows InterContinental Hotels 3
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TARGE T AUDIENCE *b$c÷Áø Z-[SaG les & Marketing Team Leaders Resources Available Delivered at the workshop Registrabmit yourtionSu registration request to the coordinators whose contact details provided below Tuition RMB3000 including meeting package/ per participant East Region: South & West Region: North Region: Evan Zhang Sabrina Huang Sammi Qi Contact Sales Coordinator Sales Coordinator Sales Coordinator 021 – 2893 3455 021 – 2893 3416 010 – 6481 8728 @ @ @ Page | 38
Revenue Academy °°²±± ³³µ´´°°±±³³´´ The Revenue Academy is a core pa¶$· ¸.
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Revenue Academy Executive Course °°²±± ±³³µ³´°°±³´´´ Executive Course The Revenue Academy is a core part of ¶*· ¸h¹ º » ¼ ½ ¾.¶*·.¿ À
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ff fi Ä fl$ú û ffiÊ" BAcademy riefing A globally recognized ce rtification upon comple tion of a final exam ## $$ %% %&(&##$$%&&'''' LENGTH OF PROGRAMME : days ) ** ++ ,, --**++,,--TARGET AUDIENCE ½$¾ G Ò$À ×9½$¾*Ò$À ×9Î H I$Ò$À
×FJEKHotel General Manager, Hotel Manager, EL MG>N × O P ì Ï PEQ á G Nxecutive Assistant Manager, Director of Sales and Marketing, Revenue Managers Director of Finance & Business Support . / 0 2Fo¶ ·*¸
¹&ì14!6 ü ë.Ã!7 8>9×:r more information on Revenue Academy and the current available ; <>= ? @ courses, please click here. Resources Available Delivered at the workshop Registration Through mylearning system on MERLIN Tuition Per Participant Hotel Performance Training @ tact Or Sub Regional Revenue Team Page | 40
elearningW PYCR³ P[r]og_ram RRTSSVUUXWZY ³\[^]`_RRSSUUWWYY³³[[]]__ Ñ a b c d ü ë$ö A(egf h Å i jffÊeLearning PCR program is available on myLearning, and there are 6 modules included below. kk l Module 1 Introduction to Priority Club Rewards Module 2 Priority Club Rewards Marketing Mllkkll1 Introduction to PCR kk llkkll2 Priority Club Rewards Marketing kk llkkll3 Front Office Processes kk llkkll4 Back Office Processes kk lodukkllle 3 Front Office Processes B5 Priority Club Meeting Rewards kk llkkllriefing Module 4 Back Office Processes Modu6 Priority Club Champion Toolkit le 5 Priority Club Meeting Rewards Module 6 Priority Club Champion Toolk it ** ++ ,, --**++,,-- TARGET AUDIENCE G Ò À
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×9È(q9Ò ÀGM, Loyalty Manager, Front Office Staff, Department Heads & all emå*½$¾ o>pployees Dr3setails to contact Hotel Performance ;(t(uHotel Performance Training Training team team Resources Available Delivered during the learning Registration Through myLearning system on MERLIN Tuition Free. Hotel Performance Training @ tact Or Sub Regional Revenue Team Page | 41
Priority Club Champion Workshop - Greater China Priority Club Champion (PCC) Workshop b c d1v w ü
ë.º x y ÝD1z {½ ¾Ã>bis designed for Greater China hotel level c d v w | }.Ã*Ê 9Ã&º ~E Priority Club Champions to equip them 7 7 E
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Ê to day operational works. ## $$$ ##$ OB ä>JECTIVES : YouBF b will be able to: F c d v w.Ãg 2Bà Understand the roles and responsibilities of PCC Know the tools and resources available à ½$¾ Fp b ¾ å c d E>r À E à ½$b c dffÃÅ 4 Understand and ensure hotel to meet ¿$ÀEb c d oEp E¡ } ¢$Ñ*½$¾.à £ ¤PCR 4 Standards Drive and monitor the PCR targets Manage the in-hotel Enrol for Rewards ## $$ ¥¥ ¦¦##$$¥¥¦¦Briefing program b c d v w.ÃF PROGRAM OUTL c d E¡ } ¢ b c d bÅ EINE 4 b c d § Roles and Responsibilities PCR Program b PCR 4 Standards c c PCR Targets c Enrol for Rewards d d d Ï ® o>¨ p É © ¯ ª¡ } ¢ b b } ¢ 2011« Ü ¬ PCR Performances Tracker PCR 2011 Key Initiatives PCR Best Practices Sharing ## $$ %% %&&##$$%&& LENGTH OFÄ PROGRAMME: ) ° day ** ++ ,, --**++,,-- TARGET AUDIENCE b c d v wP riority Club Champions Resources Available Delivered at the workshop Registration Through myLearning system on MERLIN Tuition Free Contact @ Page | 42
PERFORM Certification Training As a Revenue Influencer, you have many ³ Ä$Ã&Å y ¶ ·0 ´ µÃ!¶ ·
× ¸e0 ¹tools at your disposal. 8Epõ º »ÊrThe PERFORM system is a new tool to include in your Revenue Management Toolbox that has many attributes: Customized Revenue Management system Designed to maximize room revenue Dedicated to forecasting individual business for each hotel º$Ü ÒP Directly interfaced with the HOLIDEX ½ Å ¾hÃTÓ Õ Ö ×*ì Ø Ù ÚÔ ÑÆ Ó 9Ý$ ½$¾.Ã!¿ À .¶$Ã&æ Ä Ä$Å ÅpÃâERFORMd*º pÊr º³$¶ · ¿$ÀE¼ ½E¾ r IHG 3egy  ¿ à ÄEÅ Î Æ Á È Á Ç ×ÊÉ ê 3eg¾Áí Ë HÌ OÍ LIÎ$DEõ XÏ* Pí lusÐ Ñ Ò Å Æ Ó ×EÐ É ê**Å1Û ÃPlus system so it can make tactical ÁÖ ×¾õí ËEÌ Í Îdecisions of which reservations to a½ff¾º¸»ccept and which to deny based on its PERFORM ;×
¶hæ( ¸Ü5Ýforecast 3 Uses the hotel±s history in the HOLIDEX Plus system to make tactical decisions, thus ensuring the information is correct, which is vital in making correct decisions Hotels that have activated the F-4*%¶ ## $$ ##$$ ä>É : · Bá¿ À.Ã!Þ ßPERFORM system (or its earlier HIRO Ä ¿$À à ve ´ µrsion) have seen an average of a î à3-4% lift in revenue. ÃT¿ À Inventory ¨$OBJECTIVES Introduction to Revenue Management - where art & science come together² Demand Management ## $$ ¥¥ ¦¦##$$¥¥¦¦ What drives PERFORM ² BFBriefing The Impact of Price -how pricing PERFORMÃFâ ã decisions effect demand² ä åæ ä çº »PERFORMf ä Inventory Management 1) èêéDemand When it±s time to sell² 2) ë ìEvent Indicator PERFORM-ance Analysis 3) í>îProduct ClassïŁë ìŁðòñŁóFô!õ ö!÷ Why we did what we did² 4) Hurdle Pointsô ø ù PROGRAM OUTLINE É*ê PERFORMBF ú û ç Understand the concept of PERFORM How to use each function of PERFROM1) üFý þ ß 12) Demand View . Modify Demand 2. Event Indicator 3) >ý (ð >ô
3. Over Booking Set Up by Product Class 4)
Product ClassôHurdle Points 4. Hurdle Points Restriction 5) View information through PERFORM 1. Hotel InformationÅ ff ¿$À PERFORMº » ý ÃFæ ä 2. Demand View 3. Rate Availability for Arrivals 4. Hurdle Points of each Product Class ## $$ $ %% %·*&&##$%&&5. Alerts Manage PERFORM User Function of each Repo2) rt LENGTH OF PROGRAMME : 2 ** ++ , -**++,,, days TARGET AUDIENCE $---È ¿$ ¶Ò À.ÀÞ ß Æ Ó¿ Revenue Team / J KM G N Reservation Manager / Supervisor n$È Ò 6 À Director of Sales & Marketing Front Office Manager Resources Available Delivered during the learning Registration Through mylearning system on MERLIN Tuition US$ per participant Hotel Performance Training Contact Maggie Ye, Catherine Chu & Jessie Chen @ Page | 43
Holidex Plus Certification ## $$ ##$$OBJECTIVES Y ou will be able to: Demonstrate the ab ä>Ý: ܺ »ility to maximize Holidex Plusu à ä Holidex Plus: fiff½ ¾
¿ À flhÞ ffiº »Ã!Æí º »u Core system D riving revenues to your hotel PROGRAM OUTLINE Navigation DH/J Screens Room Types House Policy#¥ É*êE" ¦y¿$ÀÜ Ý ½$¾ u 7 ffú »å ,ÃT¶ · ## $$ ¥ ¦##$$¥¥¦¦ u Þ DH/J¿$ !Þ ß À Rate Code B Rate Cariefingtegory à Æ$ Manage Rate Code & Rate Category à À $ ½$¾H%¿ ÀíÍ î% ¿$Àî Sell Through À#" ¿$À D Sell Through isplays LPU & LCU Dis o' play&* b c d dÉ ¿$ÀÆí ( )¿$À / ## $$ %% %&&##$$%&&LENGTH OF PROGRAMME: 2 days 2) ** ++ ,, --**++,,-- TARGET AUDIENCE Reservation Team Member Revenue Team Member Sales & Marketing Team Member Þ$ ÆÈ.ß Þ$ ß! oí ¶ ·*¿ $ À.Þ ß o J KÈ Þ$ß oM 6 n o Front Office Team Member Resources Available Delivered at the workshop Registration Through mylearning system on MERLIN Tuition per participant ConHottacel Performance Training t @ Page | 44
Booked Solid Tour OBJECTIVES ## $$ ##$$You will be able to: ä> Understand how enticing images and : constantly-fresh content will posBF+*-,#.ffÃT½ ¾+/'0$ì Þ ßEú ûitively 1. ä åd´ µrive the business your way. ½$¾ffÃgÆ í Find out how HCM can help you to BFupdate a2. HCMä å~E*½ ¾ ¿$À$è$é ú û ll content from a central registry. 3. ä å7 hú »flhÞ*Ã!b c d ì d#1 ¡ } . ¢#Æ 2 Óè é 7 Ý$Â.Ã43 576489½$¾ How to utilize the promotional channels fiof Priority Club® Rewards and Priority 4. 9ä å;:* ,;< æC½$¾.Ã!¿ = >lub® Meeting Rewards for maximum D effectiveness Learn how to master the world of the ## $$ $¥¥ ¥¦¦##$¥¦¦»social mà ediabrand website and the key to engage w *
sith customer proactively in social m arketing Social Media B riefing PROGRAM H OUTLINE oc ted l Cìontent Manager b d 1 E¡ } ¢ Web Experience û*É ú¾ Æ ÓÇM Soc u Ú @ ½$ / ?D ial Media Hotel Content Manager fiff½$¾*¿$À fl.ÞD AÆÇíD Priority Club Rewards / Priority Club Meeting Rewards GDS / TPI ## $$ %% &&##$$%%&& Central Reservation Office Reports 2) LENGTH OF PROGRAMME: ** ++ ,, ,--**++,--2 days J KTARGET AUDIENCE ¾ M J K 3 G N5 ½$BE $À Ò$À ¶ Director of Sales & Marketing ¶ ·*¿ Hotel Marketing Champion Revenue Manager Resources ADelivered at the workshop vailable Registration Through mylearning system on MERLIN Tuition Not confirmed ConHotel tacPerformance Training t @ Page | 45
IBP One Day Workshop InterContinental Hotels Group haºFEs created the Integrated Business Plan (IBP) to provide our hotels a common revenue *à ½*ê$¾.ë¿ À;flÞ'GfiHÍJ»IBP ffש½ ¾ ¸e& ä L ê M*¾ÊѺ »Å L MIT½¾ Ü K*Ä Å y ¶ · Å Î*¿$À.à Ä$Åíp?Dlanning process which drives the Ë Îì Î N } ¢¶ ·2 OÊõís< trategies and actions that support our revenue genera tion focus. Á P .ä ~ ½*¾5BE ½ ¾;ffi
ÑÃEJ K Q×b#S ì;T#S.× e! ¾Rí U0 ffÃË ÎIt helps hotel to understanding our hotels± ì Î#N } ¢ÂE V W ×YX*Ý Z d ×6Ü
[õmarkets, strengths and weaknesses, and fi \Êbeing able to devise effective strategies to : overcome threats and maximize opportunities will ultimately ensure success. ## $$ ##$$ OBJECTIVES ä> : YouBFÃFâ ã will be able to: U IBP nderstand the concept of IBP Ð ^ º » ] Who should use it Define the role of each IBP User How to use each function of IBP BPROGRAM OUTLINE riefing System Menu, IBP Menu and Report MK$íEì º »#a#¶$ bæ à _ ` Ã9ý Å ä åº »æ äIBP ## $$ ¥¥ ¦##$$¥¥¦¦¦ × u y ¿ À Iff× × c è d$ÎBPa#bì a b J enu Strategic Marketing & Revenue Plan Key Result Competition Analysis for Room, F&B & C&E Analysis & Forecast for Room, F&B & C&E SWOT Analysis for Room, F&B & C&E éì;} ì ¢Ë Ö ×ó x y ¿ À × c d$ì;eE eEe à ÃÃf gEy h*É á x y ¿ À × c $dì;eEd.ÃFÆ $É á xÉ á SWOT x y ¿ À.×'c d*Ë Îì Î;N } ¢ffÃF¾í x y ¿ ii.× b c d#jì dõU Strategies & Action Plan for Room, F&Bo æ d: kÅ Î É á & C&E Analysis for Geographic Source, System Contribution, Priority Club Contribution, and Priority Club Enrolment ## $$ %% &&##$$%%&& LENGTH OF PROGRAMME: 1) 1 Day ** ++ ,, --**++,,-- TARGET AUDIENCE 0 ffiÃó º »Ã>¶ oAIBP (l m n#o+prqtsll IBP User CGM, DOSM/DOS, FC, Rooms, F&B, Revenue, Reservation, Fronó4l'u/s ó4l-u o v w#l-ufioyx!õfiorz;{ o t |4}F~Offn o# 4'o;r ofi) ice, etcD Resources Available N/A Registration Through mylearning system on MERLIN Tuition RMB per participant Hotel Performance Training Contact Maggie Ye & Jessie Chen @ Page | 46
Manage Food Safety at Your H$o¾ tel 2¶
½ oTrain hotel key stakeholders on IHG’s food fisafety policy and procedures; introduce IHG FSMS (food safety managemenff4 § C ;-'ú Hì ëÍŁÞ ß ; ff ú ¿ Àsuä å0 Ñ*½ ¾ ¿$À st sysú tem) and how to effectively manage the k program at hotels to improve overall food safety pra ctices OBJECTIVES 0 ffi½ ¾ó All hotel key food safety stakeholders understand IHG food safety standards and practices i +
' äEú 2¶ o B! ff -ú ì . 0ffi½ ¾o #/é ó +'ú 2¶ 0ÃE » All hotel key food safety stakeholders ai ¿$Àre aware of the resources available and able to effectively apply these tools /resources in managing food safety pE-Å Î »?#p-úr/. 0ffi½ ¾ó +'ú 2¶ o äE -0 yÄ a oEú.Ã
? program B riefing All hotel key food safety stakeholders are able to effe ctively train front line colleagues on safe ## $$# ##$$ food handling PROGRAM OUTLINE - to be finalized Introduction to IHG FSMS Food Safety Control Points ¾ K# - 4 fiffÞ ßFSMS -ú ¾< fiff ú; Æ ½$ $ì IHG FS Audit Hotel Site Review and Discussion ¡ Assessment ## $$ ¢¢ ££##$$¢¢££ LENGTH OF PROGRAMM: E: 1 da1) y ¤¤;¥¥¤¤¥¥ TARGET AUDIENCE ½ ¾óHotel key food safety stakeholders, . J ú 2¶3o, ¦ §Ò
À/¦ohygiene manager / hygienist § Resources Available Merlin > teamspaces > Greater China Operations Online > F&B > Risk Management Registration To be administered by the training provider - Intertek Tuition Free Jessica Wang Contact Operations Support Coordinator @ Page | 47
Risk Management - Introduction to Risk Management for Safe Hotels ¨¨ª©©¬««®¨¨©©«« – ¯¯±°°³²²±´³´µµ³¶¯¯°°²²´´¶ µµ¶¶PROGRAM OBJECTIVES ## $$ ##$$The aim of this elearning programme is to $ü ë.Ã( º ³ B4· ½$¾ ä> #7 ffprovide the essential skills and ¹ ºÃ¸ ¸'/ Ã&ãå× eF*ä> yóÌknowledge for implementing core risk m¿$À$ü ë.Ã&Æ$Ç*¿$ÀÎ fi 0 Ãanagement processes in the hotel. The ÎhÊ4»$ü$ët¼ Ãgú û å ½#¾d ~>À information and guidance in this module w#¹ º ¿ ÀÃ4¿ À Á4 ~D#¹;º
Ê> Ã$½ill help you understand the various elements of risk management and ¾ ê ëÃrÄ ÑLsuppoD rt you in addressing risk issues a rising from your operational activities in the hote l. PROGRAM OUTCAMES As a resu ## $$;ÅÅ ÆÆ##$$ÅÅÆÆlt of completing this module, you w ill be able to: ü ë ß ×E ä>3ç Understand the responsibilities of BFÃg Ç Ñ ½$¾#¹;º ¿$ÀÃFyour role in managing risks in the DÈhotel. Be familiar with crisis and incident É Ê¹ º&å#Ë Ì ;Í Î ë ¿$À¹ º ¿ À * É ÊM, à ¿ ¼rÏreporting processes. Be famÎ#iliar with the Risk Management content in the Risk Management website on Merlin. Br Implement the Risk Management iefing Calendar to facilitate self-inspection and training. Conduct risk assessments to identify, evaluaÀ ¹ ¹ eº ºrlinD ¿$¿$À$À Î Á4©Ó N  Š} ÃÎÐ6ÒÑ å
Ó Ô¹ º ¡×TË ù
ç4¢ ~> *¡½$ç Î ¾*¿$¿$×Fy À å NÕ ¹ º ¾¹ º ¹ ºí Á Â Å Î Ö ª Ó Ô½$¾.à ¹ º ¿$À#×d 1Ó À ¹te, control and monitor risks. º;Á Â$å Å ÎúffL Develop a Risk Management Action Plan and utilise it to track action items for risk issues. Facilitate a Risk Management Committee M eeting. Consolidate Risk Management A ctivities that help drive Manage Risk and Safe Hotel Performance. LENGHTEN OF PROGRAM A ## $$ % &(&''##$$%%%&&''pproximately 2 hours Ý ØÅ;× TARGET AUDIENCE2 Any employee with responsibility in relation to the implementation of risk management systems and processes: º ** ++ ,, --**++,,-- Èå ǹ;º ¿$À¿ À u Ù# 0 Ú 2o BEçE G åÒ À
Îffç Ã!¶o ×ç4¹ Risk Management Coordinators, General äMÊÛ ÜÒ À çTȸq!G>N ç¿ anagers, Duty Managers, Heads of Departments, Supervisors. Resources Available Delivered during the learning Through Merlin > Teamspaces > Risk Management > Risk Learning Center > eLearning > Manage Risk > Introduction to Risk Management for Safe Hotels Reg or through link: istration
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Risk Management - Security Awareness for Duty Managers ¨¨ª©©¬««®¨¨©©«« – ÝÝßÞÞ³Þàà௯߰ÝÞà°âááßãã ݯ¯°°ááããPROGRAM OB## $$ ##$$JECTIVES The aim is to enable Duty Managers to $ü ë*º ³ Bg à Û Ü*Ò À*ä>$Ñ*½$¾follow the correct procedures and Hú Ë ä å:#k 4å × Ð>ffÃ9ë Ł åprocesses when handling security issues Î$ë § Å Î#æ$À#½ ¾É*ê ç
ü ëd and situations in the hotel. This training à @ é ê*¿$À$½$¾ffÃú åL ëúffÃèprogramme will guide you through ½$¾ QÊRcommon approaches to managing security in your hotel resulting in a safe and secure environment for all. PROGRAM OUTCOMES: As a result of completing this module you ## $fi$Å##$$Å ÆÅÅwill be able to: Explain the strategic impact of security on the business and the ÆÆƽ$ ü ë ß ¾×½$¾ d3¶çE ¸ å ×: kå ¿ú Á:#k ì guest experience  y íË Î.ô µ Explain the role and responsibility of Û Ü Ò À$Ñ útîyï . ð ñ.à _ the Duty manager with regard to ` å security in the hotel ì ½$¾ O Explain the rights and duties of the Bhotel property riefing Explain the legal powe ì × Û Ü*Ò$jffÀ.Ã4à òé ó å òÈ: å#ô õ : åìÎŁ
ÃúPÈrs and ìlimitations of the Duty Managers Implem ä åæ À ö ÷ Ë ä ×0 Ã4G#ø åent routine secur ùÏity tasks as described ê#Ë ä É*å× e6ì*½$¾ H GSTSESPS§ Explain how to handle criminal ö ÷$å#Ë Ì.Ã ú û *½$¾ú.Ã! æõevents, investigations and emergency üevents effectively To measure the success of security in the hotel by measuring GSTS and ESPS and crime and incidents happening in the hotel ## $$ %% &##$$%%&&& Ý ØÅ;× LENGHTEN OF PROGRAM 4 Approximately 4 hours TARGET AUDIENCE Any employee who completes Duty ** ++ ,, ,--**++,--Management shifts as part of their role as weÈll as General Managers and Secu Ã&½$¾ oEp
× e9ìrity På ýÛ Ü*Ò$À Èersonnel will also find the programme ½$¾ G Ò$À$åú þ o valuable to complete. Resources Available Delivered during the learning Through Merlin > Teamspaces > Risk Management > Risk Learning Center > eLearning > Security > Security Awareness for Duty Managers or through link: Registration
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Risk Management - IHG Foundation Food Safety (Level, 2) ¨¨ª©©¬««®¨¨©©«« – ßß ¯¯ß°°
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PROGRAM OBJEC## $$eg ##$$TIVES T he aim of this e learning is to enable $ü ë.àÃ( 9Ã&º ³ Bg à $ë# food handlers to follow the correct æ$Àä Ð>ffû ë Ł å êprocedures and processes when × å ¿ ¶.à -ú.Êhandling food so that it is safe for both the »$ü ë¸efood handler and our customers. Chartered Institute of This training is based on the Chartered Environmental Health's and Institute of Environmental Health's and Environmental Health Testing's food Ãsafety principles? ø$ù ³ff fi ×g$ÒEnvironmental Health Testing's food ê¸eFf Z fl Å Î3BFffiÊísafety principles at Level 2. The training has been accredited on those principles by both these prestigious bodies. B riefing ## $$ ¥PROGRAM OUTCOMES: In this course you will learn about: The consequences of handling food improperly and the steps you can take .to ensure food safety. How food becomes contaminated How we can ensure a clean working 5¥ ¥ffiffi##$$¥ffiffi ü ë ß ×E ¸ d3ç !ÃÃ# à " $' (..Ã!p Ã& ß Q å à ¦R 3 ú p Qà Š¶ ) P#§ú ºä åÑ % &.à ä å
× ö A$ÅRenvironment ¶ Your personal responsibility for ¦ § promoting safe working practices, including your Personal Hygiene. ## $$ %% &&##$$%%&&LENGHTEN OF PROGRAM TypÝ ØÉ *,+ *ßE $ü ëffÊÅ;×ically a topic will take approximately 10 - 15 minu 10-151-2tes to Ä$Å i jhÊ Ä » ücomplete, and a module will take ë Ãüäó° ) -between one and two hours. If you Ý Ø× &Ñ a$¸ ¸ -want to take the course in one session you should set aside half a day. Approximately 5 hours online. ** ++ ,, --**++,,-- TARGET AUDIENCE Food Handle æ$À 2¶ o rs Resources Available Delivered )* * Merlin > Teamspaces > Risk Management > Risk Learning Center 9 : 9 ; ) 4 9 5< ; * ) ; ) 4 =: 7 "> Reg * , istration
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Risk Management ©- C«ontrolling the Risk of Le gi8onnaires' Disease ¨¨ª©¬«®¨¨©©«« – ../ 1 0 0.. 002 354¨ª©76234¨©68234¨©68234¨©68 PROGRAM OBJECTIVES Th ## $$ ##$$is training programme is designed to inform you of all the necessary $ü*ë Ü#K(B ffi0äE ~ # ¾ wffÞ:9procedures and technical issues that help ; <¹ º*Ã ë Ł$å*ãÊÌcontrol the risk of Legionnaires ‘disease. PROGRAM OUTCOMES: It consists of a number of sections that outline procedures in the form of study notes. You can learn at your own pace ## $fi$ÅÅ ÆÆ##$$ÅÅÆÆand then, when you are ready, go to the »$ü ë ßE × ä ¸çassessment section of the Environmental Hygiene Seå ×76 8 Ã Õ ¼ #¿ Ê&¸fi¸> rvices Learning Environment where (e#= > QR¦;§ ?P ¸fi¸u Å*Î18 your knowledge will be tested with Bmultiple choice questions. @ AïffÃF BhÊriefing When you have success fully completed the questions, you have the option to 4> ffi0Ã! CB × d*¶ > Ê" receive a certificate to keep as part of your training record. LENGHTEN OF PROGRAM: Approximately 4 hours ## $$ %% %&& ##$$%&& Ý ØÅ;× TARGET AUDIENCE 4 Any employee with responsibility in ** ++ ,, ,--**++,--relation to the implementation of B ¿ À å# ¾ DÈcontrolling water hygiene and safety in å¦;§ÃT½$¾1o p ìp$ë*È ffi0asoEpthe hotel well as Engineering department Resources Available Delivered during the learning * Merlin > Teamspaces > Risk Management > Risk Learning Center 9 : 9 < 3 4 = *
3 4> 9 Controlling the Risk of Legionnaires' Disease Registration * ,
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Risk Managemen©t «- IHG Hotel Security Manager Certification ¨¨ª©¬«®¨¨©©«« – ß E³¯±à
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Gß E¯àFGß E¯àFGß E¯àFëG ## $$ ##$$PROGRAM OBJECTIVES 2Í ffflhÞT½ ¾In this course on IHG's Hotel Security IManagemen H¾J¿ À¼u Ã
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¿ ÀffÞ ßTÑ# ¾e H¹fiº*×ffectively implemented, will also S TÈ U Vì W#Ë X Y;@ Z ffi NÃ:[Udemonstrate a hotel’s Due Diligence in hÊthe management of security risk, reducing the hotel’s exposure to liability claims and criminal prosecution. ## $ÅÆ##$$fi$Å ÆÅÅÆÆPROGRAM OUTCOMES: ü ë BAs a result of completing this module you riefing will be able to: $ß ¾ ×E ¸ d3ç HV W¹;º & ¡ ½ Security Threat & Risk Assessment H} ¢ H£¿ ÀË The Hotel Security and Policy Plan ½$¾¼ « H ;Í Operational Management Hotel Annual Security Report ## $$ %% %&&##$$%&& LENGHTEN OF PROGRAM Ý ØApproximately 3 hours TARGET AUDIENCE IHG security managers and those with -Å;× 3 ** ++ ,, -**++,,-- àÒ Àì0r HÃT¿ À ¶ o ÊÈsecu rity management responsibilities. Resources Available Delivered )* * Merlin > Teamspaces > Risk Management > Risk Learning Center 9 : 9 * 9 5< < * - ? 4 Reg * , istration
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IHG Online Learning PROGRAM OBJECTIVES## $$ ##$$ On line learning provides the convenience *-. ü*ë Ü#K\^]_ `ffà ü*ë@ Ae!Q*áof structure and flexibility with the course æ a$Îselections to support the successful fiff¼y¿ È(q Ã!p E .Ê implementation of Job & Responsibilities for different functions within IHG. ## $$ ¥¥ ffi##$$¥¥ffiffiffi PROGRAM OUTLINE IHG em fiffoEpployees have access to a total of q à §6 * . üyt¼9ÈÔÈ( @ ëhAG'ÊçÅ x 102è102 IHG on-line courses under the Bdifferent functions w ithin IHG: riefingr sü ë; b$Á ä c .Ãed fiff* . ¸ ¸ ü ë*Ä f' hgDetails see “IHG Online Learning Course List” followed by this document ## $$ %% &&##$$%%&& ý Å ü ë Ã× óLENGHTEN OF PROGRAM "@ Individual programmes are of 2 to 4 hours ** ++ ,, --**++,,-- 0TARGET AUDIENCEffioEp All users Merlin>About IHG>Our People>Room to grow>myLearning>by offering>Key in “key Resources Available Words” provided in “category” column of the appendix “IHG Online Learning Courses List” Registration Through mylearning system on Merlin Tuition Free Tina Wei ConCoordinator, Talent Development tact 021-2893 3266
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IHG Online Learning Courses List Category Courses 1 HR IHG Commitment 2 HR Personal Development Plan 3 HR Talent Review 4 HR Hotel Employee On Boarding Program (Greater China) - English 5 HR Hotel Training & Development Standard (Greater China) - Chinese 6 HR Performance Management Process (Greater China) - Chinese 7 HR myLearning (Greater China) - Chinese 8 HR Employee Survey (Greater China) - Chinese 9 HR IHG Academy and School Relations (Greater China) - Chinese 10 HR Talent Resourcing Policy & Process (Greater China) - Chinese 11 S&M Holiday Inn Brand Family (Greater China) - Chinese 12 S&M PCR & PCMR (Greater China) - Chinese 13 S&M Managing Our Channels (Greater China) - Chinese 14 S&M Revenue Management 15 S&M TPIs (Greater China) - Chinese 16 S&M PR & Communication 17 S&M Integrated Revenue Toolbox (Greater China) - Chinese 18 S&M i-RFP (Greater China) - Chinese 19 S&M Next Generation Sales(Greater China) - Chinese 20 OPERA OPERA PMS Training - Accounts Receivable 21 OPERA OPERA PMS Training - Advanced Accounts Receivable 22 OPERA OPERA PMS Training - Advanced Cashiering 23 OPERA OPERA PMS Training - Advanced Front Desk 24 OPERA OPERA PMS Training - Advanced Group Block 25 OPERA OPERA PMS Training - Advanced Profile Managment 26 OPERA OPERA PMS Training - Advanced Reservations 27 OPERA OPERA PMS Training - Advanced Rooms Management 28 OPERA OPERA PMS Training - Basic Cashiering 29 OPERA OPERA PMS Training - Basic Reservations 30 OPERA OPERA PMS Training - Cashier Functions 31 OPERA OPERA PMS Training - End of Day Essentials 32 OPERA OPERA PMS Training - Front Desk Arrivals 33 OPERA OPERA PMS Training - Group Block Header 34 OPERA OPERA PMS Training - Group Block Management 35 OPERA OPERA PMS Training - Guest Departures 36 OPERA OPERA PMS Training - Introduction to Opera 37 OPERA OPERA PMS Training - Miscellaneous Functions 38 OPERA OPERA PMS Training - Profile Management 39 OPERA OPERA PMS Training - Rooms Management 40 OPERA OPERA PMS Training - Updating Reservations 41 PCR PCR English Mod 1 42 PCR PCR English Mod 2 43 PCR PCR English Mod 3 44 PCR PCR English Mod 4 45 PCR PCR English Mod 5 46 PCR PCR English Mod 6 47 PCR PCR - Module 1 - Introduction to Priority Club Rewards - Chinese 48 PCR PCR - Module 2 - Priority Club Rewards Marketing - Chinese 49 PCR PCR Module 3 - Front Office Processes - Chinese 50 PCR PCR Module 4 - Back Office Processes - Chinese 51 PCR PCR Module 5 - Priority Club Meeting Rewards - Chinese 52 PCR PCR Module 6 - Priority Club Champion Toolkit - Chinese 53 PCR BLUE Chinese PCR Mods 1 and 2 for APAC Page | 54
IHG Online Learning Courses List - Continued Category Courses 54 Revenue Academy Revenue Academy: Revenue Metrics - Chinese 55 Revenue Academy Revenue Academy: Revenue Metrics - English 56 Holidex Holidex SE & SR Setup_Chinese 57 Holidex Holidex SE & SR Setup_English 58 Holidex Reading Changes in Holidex Plus Reservations 59 Holidex Reading Changes in Holidex Plus Reservations_Chinese 60 Holidex Rate Properties in HOLIDEX Plus_Chinese 61 Holidex Rate Properties in HOLIDEX Plus_English 62 HCM HCM – Hotel Content Manager Training 63 HCM HCM – Hotel Content Manager Training - Chinese 64 iRFP iRFP Tool_Chinese 65 iRFP iRFP_English 66 iRFP iRFP Hotel Training Module 1 – Functional Overview of Dashboard 67 iRFP iRFP Hotel Training Module 2 – My Accounts 68 iRFP iRFP Hotel Training Module 3 – Building a Business Case 69 iRFP iRFP Hotel Training Module 4 – Working with My Profile 70 iRFP iRFP Hotel Training Modules 5 – Working with RFPs 71 iRFP iRFP Hotel Training Module 6 – Special Program – RFP Extension 72 iRFP iRFP Hotel Training Module 7 – Special Program – Dynamic Rates 73 Sell Strategy Sell Strategy and Opera_Chinese 74 Sell Strategy Sell Strategy and Opera_English 75 Strategic Pricing Introducing the Strategic Pricing Program – APAC – Chinese 76 Strategic Pricing Introducing the Strategic Pricing Program – APAC – English 77 Strategic Pricing Introduction to the KAD Account Review Tools () – APAC 78 Strategic Pricing Strategic Pricing - A New Way of Business for Our Clients - APAC 79 Strategic Pricing Strategic Pricing - A New Way of Business for our Hotels - APAC - Chinese 80 Strategic Pricing Strategic Pricing - A New Way of Business for our Hotels - APAC - English 81 ART Account Review Tool (ART) - APAC 82 ART ART Report Chinese 83 ART ART Report English 84 ART Review of Hotel ART Concepts for KADs - APAC 85 Holidex Managing Group Blocks_Chinese 86 Holidex Managing Group Blocks_English 87 MeetingBroker MeetingBroker Configuration Course - APAC 88 MeetingBroker MeetingBroker Post-Training Quiz - APAC 89 MeetingBroker MeetingBroker User Course (Non-Integrated) - APAC 90 TPI TPI's, How do they work_Chinese 91 TPI TPI's, How do they work_English 92 RGI RGI Report 93 File Profile Fill Profile 94 SmartPay IHGSmartPay APAC 95 SmartPay IHGSmartPay Training– APAC Region 96 Commission IHG Commission Services – Corporate Training 97 Commission IHG Commission Service – Hotel Training – APAC 98 OXI Inventory OXI Inventory Balancing_Chinese 99 OXI Inventory OXI Inventory Balancing_English 100 Guest Relations Guest Relations and One Contact Resolution APAC 101 Guest Relations Guest Relations and Service Recovery APAC 102 Owner Relations Owner Relationship Manager (ORM) Module 1 – 5 Page | 55
Element K PROGRAM OB# $JECTIVES#$ ##$$ E lement K is an online self learning *4.$ü ë Ü K _ `.Ã ü$elemë@ A×sysent Ktem, to provide the convenience of ¸e0 ÃFÅ Î$Ñ a ¸;¸
Êstructure and flexibility with new course selections for different kinds of business skill. PROGRAM OUTLINE ## $$ ¥¥ ffiffi##$$¥¥ffiffiGC hotels have access to a total of 96 element K on-line courses under the fifffollowing categories by functional: IHG Leadership Competency (59 courses) Sales & Marketing (9 courses) Briefing Finance (1 course) Human Resource (2 courses) oE¶ pŁH §6 @ AG'çÅ96element K* .$ü ë ã ×iQnr s³ ç ëlÅ kü ëhk fiff¾ ä jiK59 J KM iÅ$ü 9 O P Å ü ëhk 1 ¶ 'ijiÅ$ü ëlk 2 ÅiÅ ü$ëlk 5 Personal Development (5 courses) P$iÅ ü ëhk m 20 Business Technique Skills (20 courses) oqp rtshuwv xffyqz|{ff}ô~r Element Ksq
Details see “Element K Course List” followed by this document ## $$ %% &&##$$%%&& LENGHTEN OF PROGRAMý Å ü ë Ã× ó "@ Individual programmes are of 2 to 4 hours ** ++ ,, --**++,,-- 0TARGET AUDIENCEffioEp A ll users Resources AvailabMerlin>About IHG>Our People>Room to grow>myLearning>IHG Competencies le mapped to element K course Regisylearning system on MetrationThrough mrlin and Enrolment must be endorsed by line Manager and HR contact. Tuition USD25/per learner Tina Wei ContacCoordinator, Talent Development t 021-2893 3266
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Element K Course List The Courses Mapped into IHG Leadership Competency B - Be Brandhearted, T - Think Ahead, C - Champion Change L - Lead and Develop (self and others), D - Drive Results, W - Work Collaboratively Leaderships BCourse T C L D W Basics of Effective Communication (Second Edition) (Includes Simulation) – APAC Building Strong Customer Relationships (Second Edition) (Includes Simulation) – APAC Coaching Essentials (Includes Simulation) – APAC Coaching in the Workplace: Coaching for Performance (Includes Simulation) – APAC Coaching in the Workplace: Establishing a Coaching Relationship (Includes Simulation) – APAC Collaboration Skills (Includes Simulation) – APAC Communicating Across Cultures (Includes Simulation) – APAC Customer Service: Customer Relationship Management (Includes Simulation) – APAC Developing and Implementing a Strategic Plan (Includes Simulation) – CHINESE 22924 Diversity Awareness (Second Edition) – APAC Diversity for Mangers – APAC Effective Management: Cultivating Great Teams (Includes Simulation) – CHINESE 22624 Effective Management: Empowering Your Workgroup (Includes Simulation) – CHINESE 22567 Finding Resolution Through Negotiation (Includes Simulation) – APAC Getting the Results Without the Authority: Creating a Strategy (Includes Simulation) – APAC Getting the Results Without the Authority: Completing a project (Includes Simulation) – APAC Leadership Skills: Build a Winning Team (Includes Simulation) – APAC Leading Virtual Teams 2: Creating a Team Work Environment (Include Simulation) – APAC Leading Virtual Teams 3:Sustaining a VTeam (Include Simulation) – APAC Leading Your Team to Business Results (Includes Simulation) – APAC Managing Information Effectively (Includes Simulation) – APAC Managing Multigenerational Teams: Leveraging the Capabilities of Intergenerational Teams (Includes Simulation) – APAC Negotiating Skills In Action (Includes Simulation) – APAC Positive Work Environment: Creating a Positive Work Environment (Includes Simulation) – APAC Practical Leadership (Includes Simulation) – CHINESE 22926 Assessing Change for Managers (Includes Simulation) Change Management for Employees (Includes Simulation) Coaching Essentials (International English) Communicating Across Cultures (Includes Simulation) (International English) Customer Service Skills (Includes Simulation) Delegating (Second Edition) (Includes Simulation) Developing and Implementing a Strategic Plan (Includes Simulation) Developing and Leading an Effective Team (Includes Simulation) Motivating Your Employees (Includes Simulation) Solving Problems Logically (Includes Simulation) Getting The Results without The Authority (Includes Silulation) Working With Difficult People (Includes Simulation) Managing Conflict (Includes Simulation) Managing Project Teams (Second Edition) (Includes Simulation) Page | 57
ffElement K Course List - continued .TÞ$Ãhe Courses Mapped into IHG Leadership Competency B - Be Brandhearted, T - Think Ahead, C - Champion Change L - Lead and Develop (self and others), D - Drive Results, W - Work Collaboratively Leaderships BCourse T C L D W Å Î À ßÏ Íiö*÷ i lkiÁhks D oEpÖEiiö ÷ i hkiÁhkÐs D Á  Ł$ À1Éç| iö ÷ i æ.hÃgkiÁhks D Ý *¿@ jiö*÷ i hkiÏs ö*pj÷Eªii ©¬l«jk i le k e¡|¢hÁekD ¨ *¿$Ás D ¡ J.à oö*÷ i lkiÁhks D j l e¡|¢h £ ¤ ¥,¦ § ¨ff £ ®,¦|¯ ° ± ²
³ C l e¡#¢h £ ´ µ ± Á ²
 ³³ à CCà ·ll , , e¡#¡#¢e¢e¡|¢h £ ¶ ·¦|¸ ¹³ h £ ºe¦|» ¼ ³ C l e¡#¢h £ £ ½ ¾ £ º À ¿³ h³ e¡#¢e £ Ä Å,§ ¨: e¦tÆ ¼ Ç È³ l e¡#¢e £ É ® ÊhËwÌIÍ,¦ Î ÏÐ l e¡|¢h £ Ѽ Ò ÓffÔ È l³ ,¡#¢h £ £ ´ µ ± ²C¥ Õ ³ h e¡#¢h £ £ e¦ffÒ ÓffÇ È Ö × l e¡|¢h £ £ § ¨ff ,¦l©¬« ³ C l e¡#¢h Page | 58
Element K Course List - continued The Courses Mapped into IHG Functions Function Course Basho Sales Training: Closing a Sales Call (Includes Simulation) – APAC Basho Sales Training: Conducting a Sales Meeting (Includes Simulation) – APAC Basho Sales Training: Generating Interest Through Sales Calls (Includes Simulation) – APAC Basho Sales Training: Prospecting (Includes Simulation) – APAC Sales & Marketing Basics of Effective Selling (Second Edition) (Includes Simulation) – APAC Marketing Essentials: Analyzing Your Market (Includes Simulation) – APAC Negotiating for the Sales Professional (Second Edition) – APAC Qualifying Sales Prospects (Second Edition) – APAC Selecting Your Negotiation Strategy (Includes Simulation) – APAC Finance Financial Basics for Non-Financial Managers (Second Edition) Developing Successful Training for Non-Training Professionals (Includes Simulation) – Human Resources APAC Hiring Outstanding Teams: Attracting the Right Candidates (Includes Simulation) – APAC Time Management (Second Edition) – APAC Effective Time Management for you (Includes Simulation) Personal DWhat Good Managers Do: The First 100 Days (Includes Simulation) evelopment Emotional Intelligence (Includes Simulation) Creating and Maintaining Life Balance (Includes Simulation) The Courses Mapped into Business Technical Skill Skills Scope Course Management Skill Project Management Skills for Non-Project Managers (Includes Simulation) Managing Projects (Second Edition) (Includes Simulation) – APAC Presentation Skill Dynamic Business Presentations (Includes Simulation) – APAC Presenting Your Ideas Effectively (Includes Simulation) Business Writing Writing Effective Emails (Includes Simulation) – APAC Effective Business Writing (Includes Simulation) MWriting for a Global Audience (Includes Simulation) icrosoft-EXCEL Persuasive Business Writing (Includes Simulation) Microsoft® Office Excel 2003: Level 1(English) Microsoft® Office Excel 2003: Level 2 (English) MMicrosoft® Office Excel 2003: Level 3 (English) icrosoft-WORD Microsoft® Office Excel® 2007: Level 2 (Second Edition) (English) Microsoft® Office Word 2003: Level 1 (English) Microsoft® Office Word 2003: Level 2 (English) Microsoft® Office Word 2003: Level 3 (English) Microsoft® Office Word® 2007: Level 2 (Second Edition) (English) Microsoft-PPT Microsoft® Office PowerPoint 2003: Level 1 (English) Microsoft® Office PowerPoint 2003: Level 2 (English) Microsoft® Office PowerPoint 2003: Stufe 1 (Deutsch/English) Microsoft® Office PowerPoint® 2007: Level 2 (Second Edition) (English) Page | 59
e-Cornell PROGRAM OBJECTØØ ÙÛÙØØÙÙÚÚÝÜÜÚÚÜÜIVES e-CorneÞ,ß,àláffâ ãll courses provide the × ähå æ ç èIéIê ëq¦ã×convenience of structure and flexibility ì ílîðï ñwÊ òI¦tó ô õIö ÷tæ øffù úã×ith new course selections starting every û üeý¬þ ßmon
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þ¦th, round-the-clock/round-the-world ßaccess to course materials, online and ®î telephone customer support, and dedicated online instructors. ØØ ÙÙ Ù ØØÙ PROGRAM OUTLINE HG ì íff fiÞIßIàláffâ ã have access to a total of 47 e-Cornell 47floný ffi-line courses under the following × "! categories: Ò Ó Strategic Management B # $ riefing Financial Management Human Resource Managemen % & ' t ¯ ° Management Essentials Hospitality& Foodservice Management ( $
)ff*( $ +-fl, . / 0 1 243-57648:9<;.Details see “e-Cornell Course List” e-Cornell/ =?> @BAfollowed by this document LENGHTENØØ ÙÙ CC DDØØÙÙCCDD OF PROGRAM Individual programmes are of 2 or 4 week ä ã× E F2-4G,§ ¨ duration TARGET AUDIENCE HH II JJ KKHHIIJJKK Supe rvisory, Management and Executive Lo"Mº Æ N 4O rganisational levels Resources Available Merlin>About IHG>Our People>Room to grow>myLearning>e-Cornell RegistrationRegister in myLearning and Enrolment must be endorsed by line Manager and HR contact. Tuition USD300 per individual programme Tina Wei ConCoordinator, Talent tacDevelopment t 021-2893 3266
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E-Cornell Course List The Courses Mapped into IHG Leadership Competency & Program Category T - Team Focused, A - Action Oriented, P – Passionate, S - Savvy Leadership Program Category T A P S Course Hospitality and Foodservice Management £ HAME511: Managing Strategic Change £ £ HAME515: Data Gathering and Analysis in the Hospitality Industry £ £ HAME516: Statistical Decision Making: for Hospitality Managers £ £ £ SHA01: Managing People More Effectively £ SHA03: Principles of Financial Accounting in the Hospitality Industry £ £ £ SHA04: Managing Dynamic Teams £ £ SHA05: Marketing Planning in the Hospitality Industry £ SHA06: Managerial Accounting in Action £ £ SHA07: Foodservice Management Systems: Issues and Concepts £ £ SHA08: Foodservice Management Systems: Operations £ £ SHA09: Developing a Baseline for Restaurant Revenue Management £ £ SHA10: Developing and Implementing a Strategy for Restaurant Revenue Management £ £ SHA531: Introduction to Hotel Revenue Management £ £ SHA532: Forecasting and Availability Controls in Hotel Revenue Management £ £ SHA533: Pricing Strategy and Distribution Channels in Hotel Revenue Management £ £ SHA534: Overbooking Practices in Hotel Revenue Management £ £ SHA535: Non-Traditional Applications of Hotel Revenue Management SHA551: Formulating Strategy and Mapping the Competitive Landscape in the Hospitality ££ £Industry ££ £SHA552: Creating Value and Competitive Advantage in the Hospitality Industry £ £ £SHA553: Implementing Strategy and Strategic Control Systems in the Hospitality Industry £ £SHA561: Financial Analysis of Hotel Investments £ £SHA562: Control of Hotel Real Estate £ £SHA563: Valuing Hotel Investments Through Effective Forecasting £SHA564: Valuing Hotel Intellectual Property and Structuring the Capital Stack £SHA565: Developing an Asset Management Strategy £ £ £ SHA566: Achieving Hotel Asset Management Objectives Leadership and Strategic Management £ £ £ ILRSM509: Developing an Agenda for Change £ £ £ £ ILRSM510: Mapping the Political Terrain of Allies and Resistors £ £ £ £ ILRSM511: Negotiating Support for Your Agenda £ £ £ ILRSM512: Mobilizing Your Coaliton for Action £ £ £ ILRSM513: Establishing Momentum: Managing Structure, Resources, & Performance £ £ £ ILRSM514: Sustaining Momentum: Motivating Through Vision, Culture, and Political Agility £ ILRSM515: Preparing for Negotiations £ ILRSM516: Tactics and Skills for Negotiations £ ILRSM517: The Coaching Mindset for Engaging and Developing Others £ £ £ ILRSM518: The Coaching Process for Engaging and Developing Others £ LSM502: Strategic Thinking £ LSM503: Scenario Planning Page | 61
E-Cornell Course List - continued The Courses Mapped into IHG Leadership Competency & Program Category T - Team Focused, A - Action Oriented, P – Passionate, S - Savvy Leadership Program Category T A P S Course Leadership and Strategic Management - continued £ LSM506: Executive Decision Making £ LSM507: Leading Through Creativity £ £ LSM509: Unlocking Your Leadership Potential £ £ LSM510: Key Challenges for Leaders and Their Teams Project Leadership & Systems Design £ CEPL551: Introduction to Project Leadership £ CEPL552: Project Teams: Mining Collective Intelligence £ £ CEPL553: Dealing with Difference £ £ CEPL554: Earned Value Management £ CEPL555: Influence Without Authority £ CEPL556: Confllict Resolution £ £ CESYS501: Getting Started on Product and Service Design £ £ CESYS502: Targeting Product and Service Designs to Customers' Needs £ £ CESYS503: Exploring the Design Space and Optimizing the Design £ £ CESYS504: Thinking Through the Structure of System Design £ £ CESYS505: Ensuring the Success of Product and Service Design £ CESYS506: Executing and Improving System Design Financial Management £ HAME507: Mastering the Time Value of Money £ HAM508: Making Capital Investment Decisions £ HAME513: Understanding Financial Statements £ HAME514: Using Ratio Analysis to Evaluate Financial Performance Management Essentials £ HAME504: Understanding Team Dynamics HAME505: Facilitating Group Decisions £ HAME506: Improving Personal Workgroup Productivity HAME511: Managing Strategic Change £ HAME518: Creating Service Cultures £ HAME519: Secrets of Phenomenal Customer Service ILRMD501: Selection Requirements and Communication Skills for Interviewing ILRMD502: Legal and Unbiased Interviewing and Selection £ ILRMD503: Overcoming Barriers to Successful Management £ £ ILRMD504: Leading People to Higher Performance £ ILRMD505: Legal Issues in the Workplace £ ILRMD506: Preventing and Addressing Inappropriate Workplace Behaviors Page | 62
E-Cornell Course List - continued The Courses Mapped into IHG Leadership Competency & Program Category T - Team Focused, A - Action Oriented, P – Passionate, S - Savvy Leadership Program Category T A P S Course Management Essentials - continued £ ILRMD507: The Power of Managing Your Time and Personal Priorities ILRDM508: Managing People Issues to Stay Focused on Priorities ILRMD509: The Impact of Personality Styles on Communication ILRMD510: Managing Communication Challenges £ £ ILRMD511: Managing Performance Human Resources Management ILRHR501: Issues and Concepts in Equal Employment Opportunities Law ILRHR502: Employment Laws for the HR Professional ILRHR503: Fundamentals of Welfare and Legal Benefits ILRHR504: Fundamentals of Retirement, Flexible and Additional Benefits £ ILRHR505: Organizational Culture and Work/Life Balance £ ILRHR506: Communicating and Coaching and Counseling for Improved Performance ILRHR507: Applying and Expanding a Compensation Model ILRHR509: Selecting and Staffing: The Selection Process ILRHR510: Selection and Staffing: The Staffing Process £ ILRHR511: Assessing, Designing, and Implementing Performance Management Systems £ ILRHR512: Achieving Year-Round Performance Management and Appraisal £ £ ILRHR513: Internal Consulting Skills for HR Professionals £ ILRHR551: Human Resources Leadership £ ILRHR552: Aligning HR Strategy with Organizational Strategy £ £ ILRHR553: Diversity and Inclusion for Bottom-line Performance £ ILRHR554: Building a Talent Management Culture £ ILRHR555: Measuring HR's Impact £ ILRHR556: Employee Engagement £ ILRSM502: Managing Employment Issues in a Global Context ILRSM504: Systems and Strategies for Managing Organizational Conflicts Page | 63
Rosetta Stone Library PROGRAM OBJECTIVES ØØ ÙÛÙÚÚÝÜÜØØÙÙÚÚÜÜ In Level 1, build a foundation of PPffQQSRR TTý U VSW XPPQQRRTTSY Fq¦ Zff["\ Y ] fundamental vocabulary and essential language structure. Gain the confidence to master basic conversational skills, including greetings and introductions, simple questions and answers, shopping and much more. In Level 2, navigate your surroundings as F ¯^lî`_ùC¯ °e¦ba ± øý c d e fý ge¦|è cffh iý7j k lhî PP mm RR4TTýþ n PPmmRRTTo p4q U4VW4X¦ Z[ \ ]â4rÆ Z [4s t,¦7] îvuyou build on the vocabulary and essential ç w x yzlanguage structure in Level 1. Learn to talk s trÆ a ýw4{ cb|"h7i }:~ýb4about your environment such as giving ffi ý ´ ,§ ¨ý Z [ff ¯ °
and getting directions, using lîUZ]Zff[ sStS yzsStrÆI´transportation, telling time, dining out, and îBr iefing enjoying basic social interactions and much more. Navigate your surroundings and learn to talk in your environment. PP "RR4RTTPPRTTýn on p4q u zIn Level 3, connect with the world around y¦|¯ °you by building on the language Z [C ´ ± ²: Geö ¦ Ł rÆ îufundamentals and conversational skills you ç w x 4 e¦b ýø e¦de veloped in Levels 1 and 2. Learn to C´ ä ,¦ ëýe¦74ý ýshare your ideas and opinions, express your feelings and talk about eve©¡h¦#ë ¼l¢ ryday life, your interests, your work, current events, and much more. HH II JJ KKHHIIJJKK TARGET AUDIENCE£ 4 ¶ All users Resources Available Merlin>About IHG>Our People>Room to grow>myLearning Reggh myLearning system on Merlin and Enrolment must be endorsed by line istrationThrou Manager and HR contact. TuitionUSD150 per learner for 12 months from the date of purchase to access the courseware, need manager approval Tina Wei ConCoorditacnator, Talent Development t 021-2893 3266
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