SMART PLAN 2015

AREA SPECIFIC MEASURABLE ACCOUNTABLE REASONABLE TIME-BOUND STATUS

Who will
How will you know Who will be
ultimately be What are the realistic action steps that When will each
What is to be achieved - the when the Objective is responsible 1st 2nd 3rd
accountable for need to be taken to achieve the action step be
Objective achieved? What is the for each Quarter Quarter Quarter
achieving the Objective? completed
measure of success? action steps?
Objective?
1. Revenue--‐Budget and GOP Achievement/AR Balance (score 20%)
Suci will be handled Devided the market region and with target 1-Jan
Lombok and other
Elok will be handled Bali Plan travelling for each Sales Team base on
and overseas and schedule 1-Jan
Marketing
Invite the agent to have gathering in Bali,
JSO will be handle Jakarta Jan / Feb / Mar /
Lombok, Surabaya, Jakarta, Bandung
& Surabaya Apr / May

Invite Cidomo to having lunch & site

Edith will helping on Admin.
inspection at the hotel + souvenier
Contract rate, BEO, find out
the cost of equipement 1-Feb
rental and Sosial Media
updated & Reservation Elok / Suci /
Devided Market To increase Room Revenue by devided
DOS/SM/RM Reza /
Among Slaes Team OTA 35% vs OFFLINE 65% Della will be find out the Provide Concierge to be standby at Harbour Mahendra
Wedding information & from 11am - 17pm
courtesy call for agent
every day 5 agent & 15-Jan
Escorting hotel site
inspection if needed, BEO
& reservation
Suci / Elok / JSO must be Site inspection should be show the property
Sales call 5 each day and 5 by presenation to be more detail in the
courtesy calll to agent a room: with nice set-up, after that show the
day property (s/i)
Reza will be taking care on Revise the Sales Presentation
Revenue strategy and OTA
& Reservation
Join Marketing & Ads as Join promotion in Newspaper & Magazine
Marketing & Ads Maximize join the Marketing & Ads
plan (see template) (see gtemplate schedule)
Make Brochure / Fact Sheet Make some brochure & package flyer
/ Rack Sheet / Banquet includes printing and spread out the
Rate / Promo Rate and tool information
kits
DOS/SM Make e-Card for Religion Celebration (Idul DOS/SM
Fitri, Galungan & Kuningan, Xmas & NY,
Make souvenier for
Independence day, Gong Xhi Fa Choi,
promotion
Valentive day for whole agent & corporate

Make promotion for Cidomo team (card &

presentation)
Nice and saleable design
Grapich Design to support in deisgn Always coordinate with user
base on GSM
Collateral design &
GD / DOS GD
printing
Collateral design & DOS to support the wordinhg and
GD / DOS Pro-active to get back to user GD
printing coordinate with PR corporate
More creative in coordinate to Corporate with
desgn from GSM
To Increase Room Revenue from: Product knowledge Make SOP 10-Jan
Superior to Aston Club Rp. 100.000 x
Tracking System Training to the associates On daily basis
30 days = Rp. 9.000.000
Superior to Villa Rp. 500.000 x 30 days Incentive 5% for staff or by
Photo 10-Jan
= Rp. 15.000.000 point
Aston Club to Villa Rp. 300.000 x 30 Room Availibility and Assignment on daily
10-Jan
Up Sell Program days = Rp. 9.000.000 FOM / RM basis FOM
Total incremental revue per month
Share on daily briefing 10-Jan
Rp.33.000.000

Show an updated result on the notice board 10-Jan

Incentive for associates On daily basis

To increase FB revenue by
Product knowledge FBM/AFBM / RBM Make SOP
Rp.15.000.000/month
Tracking System Training to the associates
Incentive 5% for staff or by
Photo
point
Up Sell Program Room Availibility and Assignment on daily FBM / RBM
basis
Share on daily briefing

Show an updated result on the notice board

Incentive for associates

To Increasing revenue 10% from
Make daily promotion EHK Make SOP
Laundry budget revenue / month

Make Promotion by weight Training to the associates

Make promotion by
Photo
discounted
Up Sell Program Make discounted with Room Availibility and Assignment on daily EHK
Group lead basis
Share on daily briefing

Show an updated result on the notice board

Incentive for associates

Compare from month to
Reduce 10% from last year expenses month expense in 2014 vs
Champaign to all staff
for each month 2015 (electric, water, gas,
recycle)
Install sticker "turn off light" sign on the top
Selected team
Saving Energy & of BOH swicth
Ask Room attendant to open the balcony CE / HRM &
Saving Enviroment CE / HRM & HOD
door and not to use AC while working in the HRM
(Recycle, Reuse,
room

Turn off AC/ light while out of office / mess

Maximize laundry not working at night

Fixing the garden light
 Complete Deposit /
Decrease become Zero Balance from
Payment sincReservation or Create SOP 10-Jan
previous AR report
the lastest check in

FO Supervisor above should

check the RC completely Training to the associates 10-Jan
with deposit / payment FOM / DOS /
Zero Balance on Non FOM / DOS / SM /
SM / RM / FC /
Stay Check Correspodence from RM / FC / BK
Advise on day by day BK 10-Jan
COD (reservation)
Check Correspodence one Discussed on credit meeting for futher follow
10-Jan
day prior arrivla (FO) up
AR should monitor and
remind Reservation / FO at
anytime
Meet with guest more often
To anticipate guest complained and get the feedback from Will held every Bi-Monthly
them

Protect guest complained in beginning Encourage the guest to put

of stay rather than after guest chcek the review of our property
out
Guest Cocktail Party
Improve score from Tripadvisor at
least become number 10 in Gili
Trawangan
when they are happy
Giving the "Tripadvisor
Card" for the guest at any
time who has the great
review
Selected guest only such; VIP, Villa Guest,
High Paying Rate and TA
HOD / AHOD HOD / AHOD
Guest letter by FOM
Preparation by FBM/Chef
Attended by all HOD / AHOD & DM

Knows the product

Smooth Check In Make SOP check in
knowledge
Smooth Check Out Knows the system VHP Make SOP check out
Test product knowledge both hotel and
Guest Satisfaction Provide Hotel product knowledge Training FOM FOM
outside of the hotel
Provide Outside product knowledge
Good Bikes Training related the topic

Standard base on Training oral & practical with food &

Standard Drink list
Corporate beverage
Make photo and ingredient
Buffet Table Presentation How to prepare
in each menu
Guest Satisfaction Knows the product FBM/AFBM / RBM FBS
Guest Comments How to make it
knowledge
Collecting guest comments
How to get the feedback from the guest
more oftern
How you communicate to your Superior
Standard base on Training oral & practical with food &
Food Presentation
Corporate beverage
Make photo and ingredient
Food Taste How to prepare
in each menu
Guest Satisfaction Knows the product Chef / Sous Chef Cook
Guest Comments How to make it
knowledge
Collecting guest comments
How to the taste
more oftern
How you communicate to your Superior
 Minggle at
To anticipate guest complained & Make schecule for HOD / Log all comments into log book and foraward
Restaurant from 8am HOD /AHOD
faster resolution AHOD on morning briefng for further follow up
- 9am

To reduce complained from the guest

Make schedule Make station of RS at kitchen area (corder)
because of food delivery

To control food quality prior to delivery Re-address the extension "2" become Room HOD /AHOD
Create Room Service Control daily basis
to the room service
/ In room Dining FBM/AFBM / RBM
Section
To cover the Mini bar Get report from associates Find staff & excute the progress

Clear up more often around the guest

Check Mini Bar inventory
room
Archipelago To Standardize the Archipelago Prepare the menu that
Printing the Promo
Promotion Promotion menu every 3 months submiited by Corporate
FBM/AFBM /
Discussed on Costing with FBM/AFBM / RBM,
Food sample RBM, Chef,
Cost Control Chef, Sous Chef
Sous Chef
Training to the staff how to make & how to
serve

To have smooth operational
MOD
To reduce guest complain
Safe area ither hotel or mess area
Provide MOD on weekend, Make schedule for each HOD/AHOD
while weekday mostly
HOD / AHOD HOD / AHOD
HOD/AHOD standby for 24
Around the hotel to check the area, mess 1
hours
and 2 andn guest room
Provide the check list and room check list

2. Golden Rules, GSM, Mandatory Services Implementation (score 20%)

Implemented Golden Rules from Training to the staff
Score from his test
Corporate
Golden Rules Mistery Guest score HOD / AHOD Test to the staff HOD / AHOD
Score the result and share
Make action if not successfully
Replace if out of GSM
Order as needed
Fixing all the area wihout
GSM Implemented GSM from Corporate HOD / AHOD Communicate to Corporate if not on GSM HOD / AHOD
GSM
corporate

Replace if out of MAndatory

Order as needed
Recheck and replaced
Mandatory Services Implemented Mandatiory Services HOD / AHOD Communicate to Corporate if not on GSM HOD / AHOD
before to implemented
corporate
Implemented as standard
Make Monthly Goal
Make SOP
Training hours should be 7 hours / Make 3 SOP / Supervisor
Training Hours HOD / AHOD Training to the staff HOD / AHOD
associates / month above / month
Record to Personal Training Record & HRD

Reservation should control and always reply

if any live chat show up
Live chat is open for 24 hours as Make sure WORK/ON when RM / FOM /
Live Chat RM / FOM / AFOM
Corporate standard open computer AFOM
 Live chat is open for 24 hours as Make sure WORK/ON when RM / FOM /
Live Chat RM / FOM / AFOM Front Desk computer should be ON 24 hours
Corporate standard open computer AFOM
afetr reservation close, and reply if there is a
live chat
All Review from guest at Open Sosmed and reply asap
Reply TripAdvisor or Make sure reply within 2 x
Tripadvisorand other Sosmed to be EAM / GM EAM / GM
Other Sosmed 24 hours
replay
Decrease of guest Training to the staff
complained and Increase
the good review
Revinate Score Guest Happy HOD / AHOD HOD / AHOD
Traing guest complaint
Make action plan for Revinate and follow up

Supervisor Training To develop the Supervisor become Follow 10 modules from Valid for Supervisor only
HRM / HOD
Manager Corporate
Training all 10 modules by All HOD HOD / AHOD
Monitor the progress and how they can grow
and develop to higher level
Managerial Training To develop the Manager beoome Follow 10 modules from Valid for HOD/AHOD only
EAM / GM
HM/GM Corporate
To increse his/her leadership Training all 10 modules by All HOD EAM / GM
Monitor the progress and how they can grow
and develop to higher level
Cross Exposure To develop the Manager beoome Follow Cilabus from Valid for HOD only
HOD
Training HM/GM Corporate

To increse his/her leadership Training and come to other Department and

learning from depafrtment cilabus HOD
Monitor the progress and how they can grow
and develop to higher level
Listing and score from each HOD section
100 % for all staff in how in handling Fire Training from Training all staff in handle fire
Fire & Safety Corporate Module
CE / SECURITY / CE / SECURITY
Fire Safety Training Oral & Pratical
HRM / HOD / HRM / HOD
Record training hours and sign on Personal
Training Recor & HRM
3. Report, Daily Briefing Sheet, Monthly Report and Timeliness of P&L (score 20%)
Share for all operation site only with Cascade down information Share on email
max 15-20 minutes briefing to the team on brifing prior
they work
Share on briefing including Compalin report
Daily Briefing Sheet HOD / AHOD FOM & HOD
Share Guest Comment Report
Share Revinate Comments
VIP, Group, etc
Report for Corporate HOD / AHOD Comply from day to day to the end of the HOD / AHOD
Collecting from each month in template provided
GM Monthly Report
Department Send to GM / EAM / ES the latest by 1st each
month
Report for Corporate Collecting from each FC Send to Corporate and cc GM by 7th each FC
P&L
Accounting month
Report for Corporate Collecting from check out FOM Send to Corporate cc GM by 1st of each FOM
Email Report
guest email month
Report for Corporate RM Send to Corporate cc GM by 1st of each
Collecting from Reservation
Eccomerce Report month
and VHP data
 Report for Corporate Each department should HOD / AHOD Send report to Corporate by 7th each month HOD / AHOD
Corporate Report
send report to Corporate
4. PTEB Control/Staff Satisfaction
PTEB Multitasking
Decrease 10% from budget Maintain from budget HOD HOD
Training
Staff Canteen (Wara Improving Canteen facilities Canteen Cleanliness Staff must be aware with cleanliness
Wiri)
Staff must be placed a plate, glass, and other
A nice place of eat and rest Canteen Menu Rotation equipment use to be return to the canteen
Chef / HRM & HOD area (don't leave it somewhere) Chef / HRM & H
Redesign the Area Smorking time is only valid for "resting time
only"
Assist to control for other staff who are not
follow the policy
SOP to be made
Any lost & found return to
To appreciated the staff honesty founder will give the
"HONESTY REWARD" letter

All L&F not valuable thing will be return 3

Honesty Award HRM months and valuable thing will be return 6 HRM
months
Return to founder and give honesty reward
on employee of the moth celebration

Inform to all HOD / Staff to implemented

See from the performance
To appreciated the staff performance
by each month with
for every month, supervisor for every SOP to be made Done
permanent system
quarter and Manager every year
judgemnet
Employee of the
month and of the HRM Deceided the Prizes for the winner HRM Done
year Prepare Certificate Done
Celebrate togetehrness with Honesty Award,
Employee of the month and Celebrate in Every Month
Staff party
To appreciate the staff during his Made program during a SOP to be made
HRM HRM
birthday month month / quarterly
Deceided the Prizes for birthday
Staff Birthday
Celebrate togetehrness with Honesty Award,
Employee of the month and Celebrate in
Staff party
Staff Outing / Team To appriciate the staff togetherness Made program during a Choose the team to do it
HRM HRM
Building and holiday quarterly / semester
Prepare the estimation expenses
Get approval to GM and FC
Choose the team to do it
To appriciate the staff togetherness on
Make program yearly
Hotel Anniversary 1 April
Staff Party HRM HRM
Prepare the estimation expenses
Get approval to GM and FC
To ensure they speaking guest as we Find the English Teacher
Oral & Practical
are in hospitality tourism
English Day HRM Get Quotation and get approval to FC/GM HRM
 English Day HRM HRM

Choose is "English Day"

To keep cleaniliness at the hotel and Do schedule every month in which part we
Keep area clean
mess have to clean
Gotong Royong HRM BE there HRM
Prepare refresment and update the picture

Choice the representative

Organization come from
To keep update the staff issue Done
Associates
Staff Refresentative
HRM HRM
& Staff Activities Regularly meeting every month and update
To establish the progress from/to staff the progress what staff issue , what we have Every Month
done, etc
5. Operator and Owner Relations (score 20%)
Relationship / Make the good relationship with Maintain relation to avoid
Communication Corporate and Owner misscommunication
Update any issue in related HOD / AHOD HOD / AHOD
from hotel