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Purpose:   To maintain guestroom facilities meeting Golden Tulip City Resort-Lombok 4-star hotel standard, and prolong the service life of the equipment. Policy: Guestroom mechanical and electrical equipment includes air-con, fridge, water supply & drainage, telephone, TV, sound system and hair dryer etc. Procedure: Preparation work prior to starting maintenance work. Maintenance work shouldn’t affect guests’ life, rest and work It should be one-week (at least 3 days) notice

Purpose:  To provide communication and continuity between shifts. Procedure: Engineering department will have three events Logbooks through-out the Hotel, Book 1:  Located in Duty Engineer Office (Main Logbook). Book 2:  Located in each section. Book 3:  Located in important plant rooms, e.g.: Power Distribution Room, AC plant room, Pump Room, Boiler Room, Satellite Plant Room and Carpenter’s work shop. The Book 1 & 2 are not to be used to record routine maintenance work with

Purpose:   The urgent maintenance request system is designed to tackle any deficiencies directly affecting guest satisfaction, life, health and safety or the hotels operation, and will be responded to by Duty Engineer within 10 minutes. All urgent maintenance requests are to be directed through either Housekeeping Office(in office hours), or via operator. Procedure: Note.  Any guest who passes a maintenance request on to an employee of the Hotel, must be treated as a priority

Purpose:   To make every Engineering staff realized the following: It will greatly reduce the faults of equipment to carry out planned maintenance to the equipment; therefore the occurrence of the fault will be reduced, too.  If so, not only achieves ‘Prevention is better than cure’, ensuring the equipment in good operation all the time, but also saves maintenance cost and prolong the service life of the equipment. Policy: Preventive Maintenance is to carry out organized, pla

Purpose:  Periodic tours and inspections of the Hotel will be performed, and as a result of these tours the following procedure will be followed, Procedure: All tours of house will be followed up with formally constructed minutes highlighting any defects and areas of responsibility. These minutes will be distributed to the relevant Department Head. Director of Engineering or Assistant Director of Engineering will then transfer all points from the tours of house which are dire

Purpose:  It is the Engineering Departments responsibility to provide a quality support service to both our internal and external customers (guest and staff) and to constantly achieve the highest standard of maintenance throughout the Hotel. However during the course of a normal working day, numerous colleagues will ask "while you are passing" can you repair. This type of maintenance request, although well intended, can be very disruptive to the departments operation and is i

Purpose:  Facilitating timely, correctly handle Maintenance Request, improving maintenance quality Procedure: The Maintenance Request is in triplet, respectively in white, red, and yellow. The Maintenance Request should be filled in and signed by the requested department, in which indicated Priority No. (A- As soon as possible, E- Emergency, N- Normal), then be sent to the Duty Engineer Office. Receiver should sign his name, time and date on the red sheet and to be taken back

Guest Interactions Associate proactively greets guests whenever possible; for example, engineer passing by in the corridor. Associate is extremely well-spoken, polite and clear, avoiding slang and phrase fragments. Associate readily smiles and maintains an engaging expression Associate makes eye contact, and keeps focus on the guest. Associate exhibits a genuine sense of interest and concern for guest’s satisfaction. Associate exhibits the ability to anticipate needs; not alw

Guest Interactions Associate proactively greets guests whenever possible; for example, housekeepers passing by in the corridor. Associate is extremely well-spoken, polite and clear, avoiding slang and phrase fragments. Associate readily smiles and maintains an engaging expression Associate makes eye contact, and keeps focus on the guest. Associate exhibits a genuine sense of interest and concern for guest’s satisfaction. Associate exhibits the ability to anticipate needs; not

Guest Interactions Associate proactively greets guests whenever possible; for example, engineer passing by in the corridor. Associate is extremely well-spoken, polite and clear, avoiding slang and phrase fragments. Associate readily smiles and maintains an engaging expression Associate makes eye contact, and keeps focus on the guest. Associate exhibits a genuine sense of interest and concern for guest’s satisfaction. Associate exhibits the ability to anticipate needs; not alw

Most people believe that they do a good job at what they do, however the people that typically do the best jobs recognize that there is always room for improvement and are continually evaluating and striving to achieve excellence. The hotel industry is a very dynamic and complex, thus requires continual effort to stay educated on the best systems and procedures necessary to successfully manage hotels in order to achieve maximum profits and long term value. With over 100 years

General Interactions Associate proactively approaches guests whenever possible; guests on queue are acknowledged. Associate is extremely well-spoken, polite and clear, avoiding slang and phrase-fragments. Associate readily smiles and maintains an engaging expression. Associate makes eye contact, and keeps focus on the guest. Associate exhibits a genuine sense of interest and concern for guest’s satisfaction. Associate exhibits the ability to anticipate needs; not always requi

Guest Expectation: I expect that the phone is picked up within 3 rings and to be greeted over the phone with a friendly and smiley voice by an experienced well-trained staff member who is knowledgeable about the menu and the outlet details. Why is this task important for you and our guests? Answers:  To ensure the phone is picked up in a professional and timely manner To maximize the guest satisfaction Orders should be taken complete and efficient, while suggestion options t

Guest Expectation : I expect the staff to arrange me a seat in a friendly, efficient and warm manner without a reservation, offer alternatives if the restaurant is full. Why is this task important for you and our guests? Answers:  To maximize the guest satisfaction To ensure the guests who without a reservation got the professional service To ensure the alternatives are offered if the restaurant is full STEPS HOW/ STANDARDS TRAINING QUESTIONS 1) Greet the guest. Watch out for

Guest Expectation : I expect the highest levels of health and sanitation to be practiced at all times by hotel staff. Why is this task important for you and our guests? Answers:  To understand that these are important aspects of all jobs in the hospitality business. To understand what the guest expectations are. To be able to comply with these standards STEPS HOW/ STANDARDS TRAINING QUESTIONS Our Standard Service staff must maintain a high level of personal hygiene.   Hands w

POLICY The Company recognizes and encourages employee development   PURPOSE Determining a compulsory requirement for employee development/promotion process PROCEDURES The decision on employee promotion will be based on the qualification, experience, previous performance, attendance records and employee’s interest The respective Department Head will determine the needs of employee development, which have to be based on objectivity and equality After objectively identifying the

POLICY Human Resources Office will be responsible to administer employee leave entitlement  PURPOSE To ensure that staff leaves entitlement is properly recorded PROCEDURES Human Resources Department provides Annual Leave Application form which should be filled in and signed by the employee, and submitted for his/her Department Head's approval, and then Human Resources Department for verification of eligibility and other matters For Managerial level should be approved by Gener

POLICY Human Resources Office will be responsible to obtain all staff data in details PURPOSE To ensure that staff particular data is maintain updated  PROCEDURES Personnel Manager and HR & Employee Relation Officer will be responsible in maintaining staff particular data, which 1 copy will be placed at the Employee Personal File and 1 copy in the Particulars Data Folder All new staff must complete the Employee Particular Forms at their first day of work Employee Particular F

POLICY Each Division Head and Department Head reserve the right to determine staff work schedule based on operational necessity PURPOSE To ensure that each staff will adhere to the departmental work schedule  PROCEDURES Working schedule, weekly day off, and public holidays arranged by respective superior and should have approval from Department Head concerned. Regularly, Human Resources Department will be submitted a copy of operational schedule of each section for verifying

POLICY Division/Department Head and selected Sales Team will be entitled to monthly telecommunication allowance PURPOSE Human Resources Director Manager will be responsible to oversee the implementation of the allowance PROCEDURES This benefit will only apply for all business communication purposes only Monthly maximum amount of telecommunication allowances are as indicated on the Employee Benefit Grid Company will only responsible for all business communication, which must b