Study Hospitality at the Hyatt Regency Kuantan Malaysia

Study Hospitality at the Hyatt Regency Kuantan Malaysia

Come feel the Hyatt Touch!

The hospitality industry is fast becoming an integral part of our country’s economy. The changing lifestyles of not only international travelers but also the local market demands only the most outstanding quality of services and products from those in the industry. In order to have the competitive edge amongst the many service providers, hoteliers are now wooing quality skilled labour and ensuring the retention of these individuals.

We at the Hyatt Regency Kuantan are no exception. We have always placed the utmost importance to the training and development of our employees in order to cultivate professional individuals, dedicated to providing quality service to our customers.

Core Competencies

At Hyatt Regency Kuantan, we are constantly on the lookout for outstanding individuals who display what we call “Hyatt Values”. A major part of our mission and goals are to ensure that our employees are equipped and empowered to fully serve our customers.

Our emphasis is placed on instilling our values in each employee through our various training programmes so that they may develop into customer driven, result orientated team players. This in turn will establish the Hyatt as the brand of the future.

Training and Development Structure

Hyatt International is well known for its strong emphasis on training and is constantly and consistently finding ways to enhance the development of its employees. In line with this the Hyatt Regency Kuantan also ensures that its employees get the maximum benefits from each training session conducted. In order to facilitate the needs of our employees in terms of training, Training Needs Analysis are carried out throughout the hotel where two major areas are covered:

External Training
In House Training(Conducted by in house trainers or external trainers )
1.External Training

External training are considered a vital part of the development or personal growth of an employee. Employees are identified based on some of these criteria such as their current position, quality of work, succession progress and many more.

1.(a) Cross Exposure

As an international hotel, employees at the Hyatt will have the opportunity to be cross exposed to its sister properties within the country or overseas. This is a means for employees to share best practices with others and also gain a better understanding of their positions.

1.(b) External Courses

External Courses are also deemed as an important tool for our employees to expand their knowledge. These training courses are specifically identified for the participants job roles in order to enhance the quality of their performance.

2.In House Training

The In House training provided plays an integral part of the development of all our Service Professionals. It is through this that our employees are groomed into being dedicated and motivated individuals who are customer focused.

2.(a) General Orientation

As with all other organizations, we at Hyatt place a great emphasis on the first few days of any new employees life at work. The General Orientation held for three days is a wonderful opportunity to help new employees understand Hyatt’s vision ,philosophy the hotels organization, product knowledge and the hotels expectations of its employees. . This vision will help them move more confidently through the first few challenging weeks and help them make decisions which directly impact the guest.

2.(b) Departmental Orientation

A Departmental Orientation is conducted upon the completion of the General Orientation. Each employee is given a one on one training session by the individual Departmental Trainers covering the basic information within the department, such as rosters, working hours, attendance, introduction to work colleagues and others.

2.(c ) On The Job Training

This training is also conducted by individual Departmental Trainers and covers all the tasks written in each employees job description. On The Job Training is where each employee learns about the department’s role, procedures and policies as well as job functions. Each employee is given a copy of a Task list and each task comes with its own task breakdown for easy reference. Coaching during this period is important to ensure that all employees are able to perform their roles effectively.

2.(d) Cross Training

Employees at the Hyatt will also have the opportunity to be cross exposed to other departments within the hotel. This is a means for employees to expand their knowledge and understand the roles of the various departments .

Performance Development

Each employee of the Hyatt Regency Kuantan is personally evaluated based on the hotels competencies on a yearly basis. This personalized sessions is conducted by the various Heads of Department or Managers and becomes an integral part of the development of our employees. Strengths and weaknesses are discussed in detail and action plans are drawn up to ensure that each employee is able to work towards improvements in their positions.

General Training Sessions :

General Training Sessions are conducted for all its employees and covers subjects such as:

General Orientation
Service Excellence modules
Leaderships Series modules
Telephone Skills
Selling Skills
Motivation
Training Skills
Training sessions covered in various departments are:

Front Office
Housekeeping
Food & Beverage
Kitchen
Human Resources
Sales & Marketing
Finance
Final Goal

Training & Development plays an important part in ensuring our objective to be a motivated team of multi skilled individuals who embody Hyatt’s culture goals and values is met. Equally important is also the commitment of our employees to constantly improve themselves in their positions and be customer driven ,ultimately creating an organization of outstanding individuals.