HOTELS

Over the last 35 years (1982 to 2017), Frankie has designed, developed and facilitated –

 1|  Numerous Key Hotel Business Enhancement Projects to significantly enhance the Sales/Revenue (Minimum 50% Increase over 90 days) of Budget and Boutique Hotels to 5-Star Hotels by 1| Strategically Managing OTAs, 2| Effectively Converting Walk-In/Call-In Customers into Stay-In Guests, 3| Achieving a High Guest Retention Ratio through Book Direct Always Strategy and 4| Systematically Developing Corporate Clients/Key Accounts
2| Specialised Modular-based Business Consulting and Advisory Solutions for Hotel Owners and Hotel General Managers
3| Small Group Coaching Sessions to improve, – 1| Front Office Operations and Guest Experience, 2| Housekeeping Operations and Service Levels, 3| Maintenance Operations and Response Time, 4| Security Services and 5| related Hotel Operations
4| Customised In-House Programmes to significantly enhance the Critical Skills of Hotel Talents and
5| Public Workshops on Strategic Hotel Business Planning, Hotel Performance Management, Strategically Managing Hotels to achieve Sustainable Business Profits, Increasing Hotel Sales through Focused Selling, Negotiation and Servicing Skills, Developing Highly Critical Hotel Front Office Skills, Enhancing the Strategic Capabilities of Hotel Heads of Department, Developing the Managerial Skills of Key Talents and related workshops

 


SECTION ONE

More than 25 HOTELS in 2016 and 2017
engaged FRANKIE to facilitate his
Highly Unique
HOTEL BUSINESS ENHANCEMENT PROJECT
to drive Breakthrough Performance


KUALA LUMPUR INTERNATIONAL HOTEL


18-Month Project Terms of Reference
1st April 2017 to 30th September 2018

1| Increase Rooms, F&B and Event Sales
2| Improve Cutomer Acquisition, Retention and Referral
3| Accelerate Service Performance
4| Improve Service Quality and Service Consistency
5| Speed up Guest Response Time
6| Increase Operational Performance
7| Enhance Systema and S.O.P Compliance
8| Decrease Operating Costs and Wastages
9| Formulate Sales, Service and Operation Action Plans
10| Conduct 12 Key Customised Coaching Workshop Sessions


Module ONE

FRANKIE designed, developed and facilitated
an In-House Coaching Workshop entitled, –  
“A Systematic Approach to INCREASE HOTEL SALES
through 
Focused SELLING, NEGOTIATION and SERVICING Skills- 1

for 
KUALA LUMPUR INTERNATIONAL HOTEL
on 6th April 2017 

 


SERI PACIFIC HOTEL KUALA LUMPUR
SeriPacificHotel


6-Month Project Terms of Reference
1st April 2017 to 31st December 2017

1| Enhance the Highly Critical Skills of Hotel HODs
2| Formulate Specific Departmental Direction
3| Develop 4 levels of Departmental Leadership
4| Apply impactful One to One Oral Communication
5| Implement Systematic Delegation Skills
6| Conduct effective Performance Counselling to Motivate Staff
7| Adopt Systematic Approach to conduct Performance Coaching
8| Improve Departmental Coordination and Collaboration
9| Develop Strong Positive Departmental Culture
10| Conduct 4 Key Customised Coaching Workshop Sessions


Module ONE

FRANKIE designed, developed and facilitated
an In-House Coaching Workshop entitled, –  
“Developing the 8 Highly Critical Skills of the
HEAD OF DEPARTMENT
in a Performance-driven HOTEL – 1″
for 
SERI PACIFIC HOTEL KUALA LUMPUR
on 13th April 2017  

 

Module TWO

FRANKIE Facilitated
“Performance Review Coaching Workshop – 2″ 
for 
SERI PACIFIC HOTEL KUALA LUMPUR
on 19th June 2017 

 

Module THREE

FRANKIE Facilitated
“Performance Review Coaching Workshop – 3″ 
for 
SERI PACIFIC HOTEL KUALA LUMPUR
on 18th September 2017 


 


CORUS HOTEL KUALA LUMPUR
CORUS PARADISE RESORT PORT DICKSON
Corus-Facade_touchup_IMG_8360-klcc-_Day-view_full-view

 

6-Month Project Terms of Reference
1st March 2017 to 30th November 2017

1| A Systematic Approach to Increase Hotel Sales
 2| Develop Focused Mindset supported by Performance Passion
3| Define Hotel’s Product and Service Differentiation
4| Establish the Hotel’s Desired Business Niche/Customers
5| Accelerate Business Growth through Key Customer Management
6| Prepare and Implement A Systematic Sales Action Plan
7| Adopt a 4-Step Approach to deliver an Impactful Sales Pitch
8| Handle Sales Objections and apply Critical Negotiation Skills
9| Secure Sales by applying Different Closing Styles
10| Apply Key After Sales Servicing Strategies


Module ONE

FRANKIE designed, developed and facilitated
an In-House Coaching Workshop entitled, –  
“A Systematic Approach to INCREASE HOTEL SALES
through 
Focused SELLING, NEGOTIATION and SERVICING Skills- 1

for 
CORUS HOTEL GROUP
on 13th March 2017 

 

Module TWO

FRANKIE facilitated the, –  
“ MONTHLY SALES PERFORMANCE REVIEW- 2
for 
CORUS HOTEL GROUP
on 8th August 2017

 

Module THREE

FRANKIE facilitated the, –  
“ MONTHLY SALES PERFORMANCE REVIEW- 3”
for 
CORUS HOTEL GROUP
on 3rd October 2017

 

 

 


HOTEL SRI PETALING
HotelSriPetaling


6-Month Project Terms of Reference
2nd January 2017 to 30th September 2017

1| A Systematic Approach to Increase Hotel Sales
 2| Develop Focused Mindset supported by Performance Passion
3| Define Hotel’s Product and Service Differentiation
4| Establish the Hotel’s Desired Business Niche/Customers
5| Accelerate Business Growth through Key Customer Management
6| Prepare and Implement A Systematic Sales Action Plan
7| Adopt a 4-Step Approach to deliver an Impactful Sales Pitch
8| Handle Sales Objections and apply Critical Negotiation Skills
9| Secure Sales by applying Different Closing Styles
10| Apply Key After Sales Servicing Strategies


Module ONE

FRANKIE designed, developed and facilitated
an In-House Coaching Workshop entitled, –  
“A Systematic Approach to achieve Breakthrough
SALES, SERVICE and OPERATIONAL Performance – 1

for 
HOTEL SRI PETALING
on 5th January 2017 


Module TWO

FRANKIE facilitated the, –
“MONTHLY SALES PERFORMANCE REVIEW – 2
for 
HOTEL SRI PETALING
on 6th March 2017 


Module THREE

FRANKIE facilitated the, –
“MONTHLY SALES PERFORMANCE REVIEW – 3
for 
HOTEL SRI PETALING
on 5th April 2017 


Module FOUR

FRANKIE designed, developed and facilitated
an In-House Coaching Workshop entitled, –  
“CORPORATE SALES PRESENTATION, SALES CLOSING
and MANAGING ANGRY CUSTOMERS – 4”
for 
HOTEL SRI PETALING
on 11th September 2017 


Certificate Presentation to Key Hotel Professionals


LANJUT GOLDEN BEACH & GOLF RESORT
Lanjut Golden Beach & Golf Resort


6-Month Project Terms of Reference
1st March 2017 to 31st August 2017

1| Enhance the Highly Critical Skills of Hotel HODs
2| Formulate Specific Departmental Direction
3| Develop 4 levels of Departmental Leadership
4| Apply impactful One to One Oral Communication
5| Implement Systematic Delegation Skills
6| Conduct effective Performance Counselling to Motivate Staff
7| Adopt Systematic Approach to conduct Performance Coaching
8| Improve Departmental Coordination and Collaboration
9| Develop Strong Positive Departmental Culture
10| Conduct 4 Key Customised Coaching Workshop Sessions


Module ONE

FRANKIE designed, developed and facilitated
an In-House Coaching Workshop entitled, –  
“Developing the 8 Highly Critical Skills of the
HEAD OF DEPARTMENT
in a Performance-driven HOTEL – 1″ 
in conjuction with the Preparation for
PRE-OPENING of the Resort’s East Wing

for 
LANJUT GOLDEN BEACH & GOLF RESORT

on 16th March 2017 


Module TWO

FRANKIE facilitated an In-House Coaching Workshop on, –  
“Effective Formulation and Implementation of
Key Performance Indicators for Hotel Professionals – 2″

for 
LANJUT GOLDEN BEACH & GOLF RESORT
on 11th JUNE 2017 

 


ANCASA HOTEL AND SPA KUALA LUMPUR

ancasa-hotel-front

 

6-Month Project Terms of Reference
1st February 2017 to 31st March 2018

1| A Structured Approach to Conduct Strategic Business Analysis
 2| Identify Strengths/Weaknesses and Generate Opportunities/Threats
3| A Structured Approach to Conduct Strategic Business Formulation
4| Set Hotel Objectives, Goals, Targets and Set Key Strategies
5| A Structured Approach to Formulate Strategic Business Plan
6| Prepare Long-Term and Strategic Annual Plan
7| A Structured Approach to Facilitate Strategic Business Implementation
8| Develop Suitable Hotel Structure to implement Plans

Module ONE

FRANKIE designed, developed and facilitated
an In-House Coaching Workshop entitled, –  
“A Systematic approach to formulate the Strategic Business Plan to Position the Hotel to achieve Transformational Performance – 1
for 
ANCASA HOTEL GROUP
on 16th Feb 2017 to 17th February 2017 

 

ANCASA RESIDENCES PORT DICKSON
AncasaResidencePortDickson


ANCASA ROYALE PEKAN PAHANG
ANCASA ROYALE PEKAN

ANCASA EXPRESS @ PUDU KUALA LUMPUR
ANCASA EXPRESS @ PUDU


THE REGENCY HOTEL KUALA LUMPUR
The Regency Hotel KL

6-Month Project Terms of Reference
1st January 2017 to 30th June 2018

1| Set Specific Sales, Service and Operation Key Performance Indicators
 2| Define Hotel Product Features, Advantages and Benefits
3| A Structured Approach to Conduct Strategic Business Formulation
4| Increase Sales through Customer Retention, Referral and Acquisition
5| Implement Sales Action Plan and Performance Review
6| Conduct Sales Presentation to Corporates and Walk-In Customers
7| Develop “Win-Win” Situations through Effective Negotiations
8| Persuade and Convince Customers through Effective Closing
9| Lead and drive Pro-Active Collaboration and Coordination
10| Enhance Service Level by managing Difficult/Angry Customers


Module ONE

FRANKIE designed, developed and facilitated
an In-House Coaching Workshop entitled, –  
“A Systematic Approach to achieve Breakthrough
SALES, SERVICE and OPERATIONAL Performance – 1

for 
THE REGENCY HOTEL KUALA LUMPUR
on 24th January 2017 

 

Module TWO

FRANKIE facilitated the, –
“MONTHLY SALES PERFORMANCE REVIEW – 2
for 
THE REGENCY HOTEL KUALA LUMPUR
on 31st March 2017 

 

 

THE REGENCY WATERFRONT HOTEL TERENGGANU
the Regency WaterFront Terengganu

 PUTRA REGENCY HOTEL PERLIS

OLYMPUS DIGITAL CAMERA

 

IZUMI HOTEL BUKIT BINTANG
izumi-hotel-bukit-bintang


6-Month Project Terms of Reference
1st December 2016 to 31st May 2017

1| Establish Hotel Organisation Chart and KRAs/KPIs
2| Design Job Descriptions and Conduct Recruitment/Selection
3| Formulate Hotel Sales Goals, Targets and Direction
4| Prepare Hotel Sales Action Plan, including Key Strategies
5| Conduct Market Segment and Competitor Analysis
6| Increase Revenue from Walk-Ins, Corporate and OTAs
7| Improve Hotel Service Level and Response Time
8| Carry out Monthly Sales Performance Reviews
9| Develop Solutions to address Sales and Service Issues
10| Conduct Staff Coaching to enhance Critical Skills

 

ONE AVENUE HOTEL, PETALING JAYA
one-avenue-hotel-1

6-Month Project Terms of Reference
1st January 2017 to 31st December 2017

1| Set Specific Sales, Service and Operation Key Performance Indicators
 2| Define Hotel Product Features, Advantages and Benefits
3| Establish Hotel Market Segment and Key Customer Behaviours
4| Increase Sales through Customer Retention, Referral and Acquisition
5| Implement Sales Action Plan and Performance Review
6| Conduct Sales Presentation to Corporates and Walk-In Customers
7| Develop “Win-Win” Situations through Effective Negotiations
8| Persuade and Convince Customers through Effective Closing
9| Lead and drive Pro-Active Collaboration and Coordination
10| Enhance Service Level by managing Difficult and Angry Customers


Module ONE

FRANKIE designed, developed and facilitated
an In-House Coaching Workshop entitled, –  
“A Systematic Approach to achieve Breakthrough
SALES, SERVICE and OPERATIONAL Performance – 1

for 
ONE AVENUE HOTEL, PETALING JAYA
on 13th January 2017 


Module TWO 

FRANKIE facilitated the, –  
“MONTHLY SALES PERFORMANCE REVIEW – 2

for 
ONE AVENUE HOTEL, PETALING JAYA
on 25th February 2017


Module THREE 

FRANKIE facilitated a Customised Coaching Workshop on –  
“Effective OTA Management and Enhancing the
Highly Critical Skills of a Front Office Manager – 3

for 
ONE AVENUE HOTEL, PETALING JAYA
on 19th August 2017

 

HOTEL DE ART @ I-CITY
HOTEL DE ART @ SECTION 7
HOTEL DE ART @ SECTION 19
HOTEL SRI PERMAISURI

6-Month Project Terms of Reference
1st April 2017 to 30th October 2017

1| Set Specific Sales, Service and Operation Key Performance Indicators
 2| Define Hotel Product Features, Advantages and Benefits
3| Establish Hotel Market Segment and Key Customer Behaviours
4| Increase Sales through Customer Retention, Referral and Acquisition
5| Implement Sales Action Plan and Performance Review
6| Conduct Sales Presentation to Corporates and Walk-In Customers
7| Develop “Win-Win” Situations through Effective Negotiations
8| Persuade and Convince Customers through Effective Closing
9| Lead and drive Pro-Active Collaboration and Coordination
10| Enhance Service Level by managing Difficult and Angry Customers


Module ONE

FRANKIE designed, developed and facilitated
an In-House Coaching Workshop entitled, –  
“A Systematic Approach to achieve Breakthrough
SALES, SERVICE and OPERATIONAL Performance – 1

for 
HOTEL DE ART
on 3rd April 2017 

 

Module TWO 

FRANKIE facilitated the, –  
“MONTHLY SALES PERFORMANCE REVIEW – 2

for
HOTEL DE ART
on 13th June 2017

 

Module THREE 

FRANKIE facilitated the, –  
“MONTHLY SALES PERFORMANCE REVIEW – 3”
for
HOTEL DE ART
on 6th September 2017

 

Module FOUR 

FRANKIE facilitated a Customised
In-House Coaching Workshop entitled, –  

“Developing Corporate Sales Presentation, Negotiation,
Closing and After-Sales Servicing Skills – 4”

for
HOTEL DE ART
on 5th October 2017

 

Certificate Presentation to Key Hotel Professionals

 

 

ORANGE PREMIER HOTEL @ Wangsa Maju
ORANGE PREMIER HOTEL @ Cheras
OrangePremierHotel

 

6-Month Project Terms of Reference
1st May 2017 to 30th June 2018

1| Set Specific Sales, Service and Operation Key Performance Indicators
 2| Define Hotel Product Features, Advantages and Benefits
3| Establish Hotel Market Segment and Key Customer Behaviours
4| Increase Sales through Customer Retention, Referral and Acquisition
5| Implement Sales Action Plan and Performance Review
6| Conduct Sales Presentation to Corporates and Walk-In Customers
7| Develop “Win-Win” Situations through Effective Negotiations
8| Persuade and Convince Customers through Effective Closing
9| Lead and drive Pro-Active Collaboration and Coordination
10| Enhance Service Level by managing Difficult and Angry Customers


Module ONE

FRANKIE designed, developed and facilitated
an In-House Coaching Workshop entitled, –  
“A Systematic Approach to achieve Breakthrough
SALES, SERVICE and OPERATIONAL Performance – 1

for 
ORANGE PREMIER HOTEL GROUP
on 9th May 2017 

 

 

SMILE HOTEL WANGSA MAJU
 SMILE HOTEL CHERAS
 SMILE HOTEL DANAU KOTA
 SMILE HOTEL SELAYANG POINT
 SMILE HOTEL SUBANG USJ
 SMILE HOTEL JELATEK

SMILE HOTEL

 

6-Month Project Terms of Reference
1st August 2017 to 31st March 2018

1| Set Specific Sales, Service and Operation Key Performance Indicators
 2| Define Hotel Product Features, Advantages and Benefits
3| Establish Hotel Market Segment and Key Customer Behaviours
4| Increase Sales through Customer Retention, Referral and Acquisition
5| Implement Sales Action Plan and Performance Review
6| Conduct Sales Presentation to Corporates and Walk-In Customers
7| Develop “Win-Win” Situations through Effective Negotiations
8| Persuade and Convince Customers through Effective Closing
9| Lead and drive Pro-Active Collaboration and Coordination
10| Enhance Service Level by managing Difficult and Angry Customers

 

Module ONE

FRANKIE designed, developed and facilitated
an In-House Coaching Workshop entitled, –  
“A Systematic Approach to achieve Breakthrough 
SALES, SERVICE and OPERATIONAL Performance – 1

for 
SMILE HOTEL GROUP
on 2nd August 2017 

 

MY HOTEL PREMIER @ MID VALLEY
MY HOTEL @ SENTRAL
MY HOTEL @ KL SENTRAL
MY HOTEL @ BUKIT BINTANG
MY HOTEL @ SERI PUTRA
METRO HOTEL @ KL SENTRAL
METRO HOTEL @ BUKIT BINTANG
NU HOTEL KUALA LUMPUR
MyHotel

6-Month Project Terms of Reference
1st February 2017 to 31st December 2017

1| Set Specific Sales, Service and Operation Key Performance Indicators
 2| Define Hotel Product Features, Advantages and Benefits
3| Establish Hotel Market Segment and Key Customer Behaviours
4| Increase Sales through Customer Retention, Referral and Acquisition
5| Implement Sales Action Plan and Performance Review
6| Conduct Sales Presentation to Corporates and Walk-In Customers
7| Develop “Win-Win” Situations through Effective Negotiations
8| Persuade and Convince Customers through Effective Closing
9| Lead and drive Pro-Active Collaboration and Coordination
10| Enhance Service Level by managing Difficult and Angry Customers


Module ONE

FRANKIE designed, developed and facilitated
an In-House Coaching Workshop entitled, –  
“A Systematic Approach to achieve Breakthrough
SALES, SERVICE and OPERATIONAL Performance – 1

for 
MYHOTEL GROUP
on 15th February 2017 

 

Module TWO 

FRANKIE facilitated the, –  
“MONTHLY SALES PERFORMANCE REVIEW – 2

for
MYHOTEL GROUP
on 17th May 2017

 

Module THREE 

FRANKIE facilitated a Customised Coaching Workshop on, –  
“Developing Effective Corporate Sales Presentation
Skills 
for Hotel General Managers”
for
MYHOTEL GROUP
on 14th June 2017


MANHATTAN BUSINESS HOTEL @ DAMANSARA PERDANA
MANHATTAN BUSINESS HOTEL @ TTDI

ManhattanBusinessHotel

 

6-Month Project Terms of Reference
1st February 2017 to 31st December 2017

1| Set Specific Sales, Service and Operation Key Performance Indicators
 2| Define Hotel Product Features, Advantages and Benefits
3| Establish Hotel Market Segment and Key Customer Behaviours
4| Increase Sales through Customer Retention, Referral and Acquisition
5| Implement Sales Action Plan and Performance Review
6| Conduct Sales Presentation to Corporates and Walk-In Customers
7| Develop “Win-Win” Situations through Effective Negotiations
8| Persuade and Convince Customers through Effective Closing
9| Lead and drive Pro-Active Collaboration and Coordination
10| Enhance Service Level by managing Difficult and Angry Customers


Module ONE

FRANKIE designed, developed and facilitated
an In-House Coaching Workshop entitled, –  
“A Systematic Approach to achieve Breakthrough
SALES, SERVICE and OPERATIONAL Performance – 1

for 
MANHATTAN BUSINESS HOTEL
on 22nd February 2017 

 

Module TWO 

FRANKIE facilitated the, –  
“MONTHLY SALES PERFORMANCE REVIEW – 2

for
MANHATTAN BUSINESS HOTEL
on 11th August 2017

 

Module THREE 

FRANKIE facilitated a Customised
In-House Coaching Workshop entitled, –  

“Developing the Highly Critical Skills of a
Front Office Professional to achieve
Service Excellence in the Hotel”

for
MANHATTAN BUSINESS HOTEL
on 4th October 2017

 

ALAMI GARDEN HOTEL
ALAMI GARDEN

6-Month Project Terms of Reference
1st September 2017 to 30th June 2018

1| Set Specific Sales, Service and Operation Key Performance Indicators
 2| Define Hotel Product Features, Advantages and Benefits
3| Establish Hotel Market Segment and Key Customer Behaviours
4| Increase Sales through Customer Retention, Referral and Acquisition
5| Implement Sales Action Plan and Performance Review
6| Conduct Sales Presentation to Corporates and Walk-In Customers
7| Develop “Win-Win” Situations through Effective Negotiations
8| Persuade and Convince Customers through Effective Closing
9| Lead and drive Pro-Active Collaboration and Coordination
10| Enhance Service Level by managing Difficult and Angry Customers

Module ONE

FRANKIE designed, developed and facilitated
an In-House Coaching Workshop entitled, –  
“A Systematic Approach to achieve Breakthrough
SALES, SERVICE and OPERATIONAL Performance – 1”
for 
ALAMI GARDEN HOTEL
on 19th September 2017


THE SIGNATURE HOTEL & SERVICED SUITES KL
TheSignatureHotel


6-Month Project Terms of Reference|
1st March 2017 to 30th June 2018

1| Enhance the Highly Critical Skills of Hotel HODs
2| Formulate Specific Departmental Direction
3| Develop 4 levels of Departmental Leadership
4| Apply impactful One to One Oral Communication
5| Implement Systematic Delegation Skills
6| Conduct effective Performance Counselling to Motivate Staff
7| Adopt Systematic Approach to conduct Performance Coaching
8| Improve Departmental Coordination and Collaboration
9| Develop Strong Positive Departmental Culture
10| Conduct 4 Key Customised Coaching Workshop Sessions


Module ONE

FRANKIE designed, developed and facilitated
an In-House Coaching Workshop entitled, –  
“Developing the 8 Highly Critical Skills of the
HEAD OF DEPARTMENT
in a Performance-driven HOTEL – 1″
for 
THE SIGNATURE HOTEL & SERVICED SUITES KL
on 30th March 2017  

 

THE 5 ELEMENTS HOTEL KUALA LUMPURthe5elements(LOGO)
The5elementshotel

 

6-Month Project Terms of Reference
1st May 2017 to 31st March 2018

1| Set Specific Sales, Service and Operation Key Performance Indicators
 2| Define Hotel Product Features, Advantages and Benefits
3| Establish Hotel Market Segment and Key Customer Behaviours
4| Increase Sales through Customer Retention, Referral and Acquisition
5| Implement Sales Action Plan and Performance Review
6| Conduct Sales Presentation to Corporates and Walk-In Customers
7| Develop “Win-Win” Situations through Effective Negotiations
8| Persuade and Convince Customers through Effective Closing
9| Lead and drive Pro-Active Collaboration and Coordination
10| Enhance Service Level by managing Difficult and Angry Customers


Module ONE

FRANKIE designed, developed and facilitated
an In-House Coaching Workshop entitled, –  
“A Systematic Approach to achieve Breakthrough
SALES, SERVICE and OPERATIONAL Performance – 1

for 
THE 5 ELEMENTS HOTEL KUALA LUMPUR
on 26th May 2017 

 

Module TWO

FRANKIE designed, developed and facilitated
an In-House Coaching Workshop entitled, –  
“Performance Review and Coaching Workshop – 2”
for 
THE 5 ELEMENTS HOTEL KUALA LUMPUR
on 29th Sep 2017 

 

HOTEL BANGI PUTRAJAYA

logo-hotel-bangi-putrajaya

 

3-Month Project Terms of Reference
23rd May 2017 to 22nd August 2017

To Significantly Enhance the Service Level of the Hotel
by developing the 8 Highly Critical Skills
required to be Excellent Front Office Professionals

Phase ONE

FRANKIE facilitated a Customised Coaching Workshop on -, 
“Developing Highly Critical Front Office Skills – 1
on 23rd May 2017

1| Establish Front Office Service Standards
2| Project Front Office Service Image
3| Maintain Front Office Service Consistency
4| Apply 4 Types of Service Styles
5| Deliver Effective Front Office Service Communication
6| Implement Effective Service Complaint Management
7| Enhance Front Office Service Performance
8| Achieve Breakthrough Performance 

 

Phase TWO

FRANKIE facilitated a Customised Coaching Workshop on -, 
“Developing Highly Critical Front Office Skills – 2”
on 5th July 2017

 

Phase THREE

FRANKIE facilitated a Customised Coaching Workshop on -, 
“Reviewing, Finalising and Implementing Key Front Office
Service Standards for the Hotel – 3″

on 22nd August 2017


Certificate Presentation to Front Office Professionals


THE HULO HOTEL + GALLERY

 

PHASE ONE
15th April 2017 to 30th June 2017

10-Week Project Terms of Reference

To Significantly Enhance the Hotel Monthly Performance 
and to Formulate
8 Major Hotel Business Enhancement Systems

1| Human Capital Management
2| Financial Capital Management
3| OTA Management
4| Walk-In Management
5| Guest Management
6| Corporate Clients Management
7| Promotion Management
8| Operations Management

 

PHASE TWO
1st July 2017 to 30th September 2017

3-Month Project Terms of Reference

To Achieve Next Level Hotel Breakthrough Performance

1| Hotel Staff Recognition and Celebration

 

2| Events and Happenings – Personalities, Guests and Staff

 

3| Nanyang Rhapsody Album Launching Ceremony – 29th July 2017

 

4| Entanglement : Group Exhibition – 26th August 2017


5| Winning Team Celebration – 6th October 2017

– Key Talents responsible to Transform the Hotel


SWISS HOTEL KUALA LUMPUR

Swiss Hotel
swiss-hotel LOGO


3-Month Project Terms of Reference
1st September 2017 to 30th November 2017

To Significantly Enhance the Hotel Monthly Performance 
driven by 8 Major Initiatives

1| Detailed Competitor Analysis and Room Rates Restructuring
2| Strategic and Operational OTA Management
3| Systematic Walk-In / Call-In Customer Management
4| Effective Guest Retention Approach
5| Planned Front Office Professionals Recruitment and Coaching
6| Book Direct Always Strategy
7| Structured Daily Performance Tracking System
8| Sales-driven Website Design

 

BATU CAVES STAR HOTEL


6-Month Project Terms of Reference

2nd October 2017 to 31st March 2018

To Significantly Enhance the Hotel Monthly Performance 
driven by 8 Major Initiatives

1| Operate and Monitor Daily Hotel OTA Performance
2| Improve OTA Review Score by managing Guest Feedback
3| Convert Walk-In Customers into Stay-In Guests
4| Manage Call-In Enquiries
5| Convert In-House Guests to Extend Stay
6| Prompt Regular Guests to Increase Room Nights


SECTION TWO

Below is a partial list of HOTELS 
that have sent their Key Talents to
FRANKIE’s Public Programmes
in 2013 – 2017

 

SWISS GARDEN HOTEL & RESIDENCE KUALA LUMPUR

Programme Title
A Systematic Approach to INCREASE HOTEL SALES by 20% 
through Focused SELLING, NEGOTIATION and SERVICING Skills 
(18th July 2017)
Arlene Dason – Event Manager
SwissGardenHotelswiss-garden-hotel-kuala Lumpur

SWISS-INN CHINATOWN KUALA LUMPUR

Programme Title
A Systematic Approach to INCREASE HOTEL SALES by 20% 
through Focused SELLING, NEGOTIATION and SERVICING Skills 
(18th July 2017)
Norlila Ismail – Sales Manager

swiss-inn-chinatown

 

E.CITY HOTEL @ ONE CITY USJ

Programme Title
A Systematic Approach to INCREASE HOTEL SALES by 20% 
through Focused SELLING, NEGOTIATION and SERVICING Skills 
(18th July 2017)
Christopher Chang – Senior Sales Executive
Lee Chin Pang – Sales Executive
Lee Shi Min – Sales Executive

 

ECityHotelLogo
ECityHotel@OneCity

 

HOTEL DESARIA PETALING JAYA

Programme Title
Developing the 8 Highly Critical Skills of 
a FRONT OFFICE PROFESSIONAL 
to achieve Service Excellence in the HOTEL
(17th July 2017)
Ismail Bin Endut – Front Office Supervisor
Muhammad Huzairy Bin Mohd Lasah – Senior Front Office Assistant

 

HotelDesaria

 

SWISS GARDEN HOTEL & RESIDENCE KUALA LUMPUR

Programme Title
Developing the 8 Highly Critical Skills of 
a FRONT OFFICE PROFESSIONAL 
to achieve Service Excellence in the HOTEL
(17th July 2017)
Nesamalar a/p Sellan – Front Office Supervisor
Khairul Hafizan Bin Mohd Zin – Front Office Assistant

 

E.CITY HOTEL @ ONE CITY USJ

Programme Title
Developing the 8 Highly Critical Skills of 
a FRONT OFFICE PROFESSIONAL 
to achieve Service Excellence in the HOTEL
(17th July 2017)
Mohd Nazwan Bin Haji Abdullah – Front Office Supervisor
Siti Naridza Bt Mohammad Yaacob – Reservation Executive
Mohammad Shahdaus Bin Mohammad Yaacob – Bell Supervisor
Amirul Fahmie Bin Rahman – Senior Guest Service Agent

 

HOTEL TRANSIT KUALA LUMPUR

Programme Title
Developing the 8 Highly Critical Skills of
a FRONT OFFICE PROFESSIONAL
to achieve Service Excellence in the HOTEL
(5th June 2017)
Nurul Fatihah Bt Murad – Guest Service Assistant
Manimala a/p Ramaispran – Guest Service Assistant

Hotel Transit

 

STARPOINTS HOTEL KUALA LUMPUR

Programme Title
Developing the 8 Highly Critical Skills of
a FRONT OFFICE PROFESSIONAL
to achieve Service Excellence in the HOTEL
(5th June 2017)
Caroline Jani Anak Engang – Front Office Assistant

starpoints-hotel-kuala

 

GRAND PACIFIC HOTEL PJ

Programme Title
Developing the 8 Highly Critical Skills of
a FRONT OFFICE PROFESSIONAL
to achieve Service Excellence in the HOTEL
(5th June 2017)
Abdul Ghani Bin Ahmad – Hotel Manager 
Azmawati Abd Wahid –  Front Office Executive

Grand Pacific Hotle

 

HOTEL SENTRAL MANAGEMENT

Programme Title
A Systematic Approach to INCREASE HOTEL SALES by 20%
through Focused SELLING, NEGOTIATION and SERVICING Skills
(20th April 2017)
Fiybie Wong – Director of Sales

logo hsm

HotelSentral

 

RUEMZ HOTEL
@ TAYLOR’S UNIVERSITY LAKESIDE CAMPUS

Programme Title
A Systematic Approach to INCREASE HOTEL SALES by 20%
through Focused SELLING, NEGOTIATION and SERVICING Skills
(20th April 2017)
Navin Jayendran –  Sales Executive

RUEMZ Hotel Logoruemz-malaysia-first-teaching-innovation-hotel

 

SOMERSET DAMANSARA UPTOWN PJ

Programme Title
Developing the 8 Highly Critical Skills of
a FRONT OFFICE PROFESSIONAL
to achieve Service Excellence in the HOTEL
(3rd March 2017)
Mohd Syazami Bin Zainol Shukor –   Assistant Manager, Guest ServiceSomerset Uptown

 

HOTEL EQUATORIAL BANGI-PUTRAJAYA

Programme Title
Developing the 8 Highly Critical Skills of
a FRONT OFFICE PROFESSIONAL
to achieve Service Excellence in the HOTEL
(3rd March 2017)
Azif Azman Zain –   Assistant Manager
equatorial-hotel

 

ASCOTT KUALA LUMPUR

Programme Title
Developing the 8 Highly Critical Skills of
a FRONT OFFICE PROFESSIONAL
to achieve Service Excellence in the HOTEL
(3rd March 2017)
Azura Binti Mohd Haniffa –   Acting Assistant Manager, Guest Service

Ascott KL Building

CONTAINER HOTEL GROUP

Programme Title
How to Strategically Manage Budget Hotels,
2-Star and 3-Star Hotels
to achieve Sustainable Business Profits
(1st March 2017)

Stanley Chow Chee Hong – General Manager
ContainerHotelBuilding

 

 DAMAS SUITES & RESIDENCES KUALA LUMPUR

Programme Title
A Systematic Approach to INCREASE HOTEL SALES by 20%
through Focused SELLING, NEGOTIATION and SERVICING Skills
supported by a
Structured SALES SYSTEM
(10th January 2017)

Mohamed Hisham Bin Abdul Rahman – Sales Manager
Ummry Bin Zainuddin – Sales Manager 


SERI BAYU RESORT

Programme Title
A Systematic Approach to INCREASE HOTEL SALES by 20%
through Focused SELLING, NEGOTIATION and SERVICING Skills
supported by a
Structured SALES SYSTEM
(10th January 2017)

Teng Cheong Hooi – COO 

 

O’BOUTIQUE SUITE 

Programme Title
A Systematic Approach to INCREASE HOTEL SALES by 20%
through Focused SELLING, NEGOTIATION and SERVICING Skills
supported by a
Structured SALES SYSTEM
(10th January 2017)

Chong Han Hui – Hotel Manager

 

SUNWAY RESORT HOTEL & SPA

Programme Title
A Systematic Approach to INCREASE HOTEL SALES by 20%
through Focused SELLING, NEGOTIATION and SERVICING Skills
supported by a
Structured SALES SYSTEM
(24th Nov 2016)

Nazli Bin Ahmad – Sales Manager
Eugene Liew Wai Hong – Assistant Sales Manager 
Nurhaizura Binti Hasanl – Assistant Sales Manager 

sunwayresorthotelspa

 

HOTEL ROYAL KUALA LUMPUR

Programme Title
A Systematic Approach to INCREASE HOTEL SALES by 20%
through Focused SELLING, NEGOTIATION and SERVICING Skills
supported by a
Structured SALES SYSTEM
(24th Nov 2016)

Kong Jun Hua – E–Commerce Executive

hotelroyalkl

 

HOTEL MINCOTT KUALA LUMPUR

Programme Title
A Systematic Approach to INCREASE HOTEL SALES by 20%
through Focused SELLING, NEGOTIATION and SERVICING Skills
supported by a
Structured SALES SYSTEM
(24th Nov 2016)

Foo Seck Tso – General Manager

hotel-mincott

HOTEL SOLEIL KUALA LUMPUR
(formerly known as Radius International KL)

Programme Title

Strategic Head of Department Enhancement Programme
(1st June 2016)

Mohamed Hafiz bin Abdul Rashid – Duty Manager
Wan Mohd Zulfadli bin Wan Hamat – Engineering Supervisor


Programme Title

A Systematic approach to Manage Difficult and Angry Customers
(23rd May 2016)
Ihwan Batubara bin Darman – Guest Service Supervisor


Programme Title

How to Design and Develop an effective Training Programme
(1st April 2016)
MD Rezzatul Raflis bin Mohamad – Executive, Training & Development

 

SWISS – INN KUALA LUMPUR

Programme Title

How to Design and Develop an effective Training Programme
(1st  April 2016)
Muhd Azlan Bin Mohd Azmi – Human Resource Officer


Programme Title

Formulating and Implementing an effective Annual Training Plan
(24th March 2016)
Muhd Azlan Bin Mohd Azmi – Human Resource Officer


Programme Title

Senior Executive Enhancement Programme
(27th April 2015)
Tan Chiew Li – Front Office Executive

 
Programme Title
Developing Competency-based Interviewing SKills
(18th November 2014)
Ruzylaily Maulad Othman – Human Resource Executive

 
Programme Title
Developing effective Coaching and Mentoring Skills
(30th September 2014)
Tan Chew Li – Front Office Executive

 
Programme Title
Strategic Sales Manager Enhancement Programme
(11th September 2014)
Norlila binti Ismail – Sales Manager


CORUS HOTEL KUALA LUMPUR

Programme Title
Building Strong Positive Corporate Learning Culture
(30th November 2015)
Jaime Au Ee Lynn – Assistant Training Manager

 
Programme Title
Strategic Head of Department Enhancement Programme
(17th November 2015)
John Yoo See Hiang – Group Director of Sales

 
Programme Title
A Systematic approach to Manage Difficult and Angry Customers
(27th October 2015)
Ratha d/o Nadarajah – Assistant Front Office Manager
Airil Firie bin Ahmad Fauzi – Assistant Front Office Manager

 

CONCORDE HOTEL KUALA LUMPUR

Programme Title
Certificate in Interviewing Techniques
(21st to 22nd November 2013)
Shirley Yeo Su Tint – Human Resource Officer


Programme Title

Developing Professional Selling Skills
to effectively market products/services to Corporate Clients

(20th November 2013)
Ng Swee Ying – Catering Sales Executive


Programme Title

Developing Professional Counselling Skills
(22nd October 2013)
Chan Kar Lai – Assistant F&B Manager
(30th July 2013)
Yap Yong Yong – Chief Cashier
Delyani Dato’ Effendi – Assistant Front Office Manager
Anantha K Kayadu – Assistant Front Office Manager
Sheikh Nor Amar Shahril – Chargeman

 

  HOTEL TRANSIT KUALA LUMPUR

Programme Title
Key Manager and Supervisor Enhancement Programme
(28th October 2015)
  Chin Kei Sin – Front Office Duty Manager


Programme Title

A Systematic approach to Manage Difficult and Angry Customers
(27th October 2015)
 Mohd Shahrul bin Jusoh – Assistant Duty Manager


SAMA SAMA HOTEL, KLIA

Programme Title
How to effectively formulate and implement KPIs,
Performance Management System and Performance Action Plan
(7th April 2014)
Murni Masrom – Director of Human Capital Development
Christina Chai Min Sin – Director of Finance 

 

BERJAYA HOTELS and RESORTS

Programme Title
Developing key Training Competencies to
Transfer Learning to the Workplace

(5th December 2013)
Zaharah @ Rahmah Mohd Yussof 
– Corporate Director of Training and Development
 

 

THE SAUJANA KUALA LUMPUR

Programme Title
How to design and conduct Structured
On the Job Training
(4th December 2013)
Siva Kumar – Assistant Learning/Development  Manager

 

TRADERS HOTEL KUALA LUMPUR By SHANGRI-LA 

Programme Title
A Systematic approach to Plan, Organise, Coordinate and Administer Training Programmes in the Organisation
(10th September 2013)
Gabriel Jaime Batulay – Service Training Leader

traders-hotel

 


HOTEL GRAND CONTINENTAL, KUCHING

Programme Title
How to effectively formulate and implement KPIs,
Performance Management System and Performance Action Plan
(3rd June 2013)
Klement Chiam – Assistant Hotel Manager

 


Programme Title

Certificate in Training Management
(12th to 13th September 2013)

Azmi Sauji–  Talent and OD Manager


Programme Title

Certificate in Training & Knowledge Management
(17th to 19th April 2013)

Tan Siu Theng – Senior Talent and OD Executive

country-heights 


SECTION THREE

Below is a partial list of HOTELS that have engaged FRANKIE to design, develop & facilitate Customised
In-House Programmes/Coaching Sessions and
Specialised Hotel Consulting/Advisory Projects 
1982 – 2017

 

 

FRANKIE designed, developed and facilitated
a Customised Business Enhancement Upskilling Intervention 
entitled, –
“Developing the 8 Highly Critical Skills of
a Customer Service Professional
to achieve Breakthrough Service Performance

for 
NOUVELLE HOTEL KUALA LUMPUR
7th September 2016

 

 

FRANKIE designed, developed and facilitated
a Customised Business Enhancement Upskilling Intervention 
entitled, –
“Strategic HEAD of DEPARTMENT Enhancement Programme
for 
PUTERI PARK HOTEL
10th September 2015
puteri-parkputeriparkhotel

 

6 participants completed the 1-day Business Enhancement Coaching Workshop . Their Job Positions include the following – 1| Asst Director of Sales, 2| Executive Housekeeper, 3| Assistant Executive Chef, 4| HR Executive, 5| Accounts Executive and 6| Front Office Manager

 

FRANKIE designed, developed and facilitated
a Customised Business Enhancement Upskilling Intervention 
entitled, –
“How to effectively formulate & Implement KPIs, PERFORMANCE MANAGEMENT SYSTEM & PERFORMANCE ACTION PLAN
for 
GRAND MILLENNIUM KUALA LUMPUR
19th December 2013 (Group 1) and 20th December 2013 (Group 2)
grandmillennium
grand_millennium

 

FRANKIE designed, developed and facilitated
a Customised Workshop on –-
“Formulating a Hospitality Enhancement Plan to transform the Organisation to be More Customer-Focused”
for 
BUKIT MERAH LAKETOWN RESORT
7th April 2010 to 8th April 2010

BUKIT MERAH LAKETOWN RESORT

 

FRANKIE designed, developed and facilitated
a Customised Workshop on –-
“Increasing Performance by Managing Operating Work Knowledge”
for 
PRINCE HOTEL and RESIDENCE KUALA LUMPUR
1st March 2010 to 2nd March 2010 

PRINCE HOTEL and RESIDENCE KUALA LUMPUR

 

FRANKIE designed, developed and facilitated
a Series of Customised Workshops on –-
“Formulating a Business Enhancement Plan”
for 
DORSETT REGENCY HOTEL KUALA LUMPUR
MAYTOWER KUALA LUMPUR
DORSETT REGENCY SUBANG

2009/2010

DORSETT REGENCY HOTEL KUALA LUMPUR
Dorsett Regency Buildingjpg

 MAYTOWER KUALA LUMPUR
DORSETT REGENCY SUBANG

 

FRANKIE designed, developed and facilitated
a Customised Workshop on –-
“Formulating a Hotel Business Enhancement Plan to
transform the Organisation to be more Innovation-driven, Customer-Focused and Operationally – excellent” 

for 
PACIFIC REGENCY HOTELS and RESORTS
26th February 2009 to 28th February 2009

PACIFIC REGENCY

 

FRANKIE designed, developed and facilitated
a Customised Workshop on –-
“Formulating a Hotel Business Enhancement Plan” 
for 
HOTEL SINGGAHSANA PETALING JAYA
2009

HOTEL SINGGAHSANA PETALING JAYA

 

FRANKIE designed, developed and facilitated
a Customised Workshop on –-
“Formulating a Hotel Business Enhancement Plan” 
for 
BEST WESTERN PREMIER SERI PACIFIC HOTEL KUALA LUMPUR
2009 

BEST WESTERN PREMIER SERI PACIFIC HOTEL KL

 
HOTEL EQUATORIAL PENANG
nominated the Human Capital Manager to 

participate in FRANKIE’s 4-Day  
“Certificate in Knowledge Management Programme” 
2009

HOTEL EQUATORIAL PENANG

 

FRANKIE designed, developed and facilitated
a Customised Workshop on –-
“Formulating a Hotel Business Enhancement Plan” 
for 
MINES MARETING SDN. BHD.
2nd August 2008 and 9th August 2008 

PALACE OF THE GOLDEN HORSE HOTEL

 

FRANKIE designed, developed and facilitated
a Customised Workshop on –-
“Innovative Leadership and The Practice Of
Knowledge Management” 

for 
MINES MARETING SDN. BHD.
17th February 2003 to 18th February 2003

THE MINES RESORT AND GOLF CLUB
MINES RESORT AND GOLF CLUB

 

 FRANKIE designed, developed and facilitated
a Customised Workshop on –-
“Marketing and Selling Tourism Package in
Malaysia’s Knowledge-based Economy” 

for 
MALAYSIA TOURISM PROMOTION BOARD
Kuching Sarawak

21st August 2002 to 22nd August 2002

MALAYSIA TOURISM PROMOTION BOARD

 

 FRANKIE designed, developed and facilitated
a Customised Workshop on –  
“Team Centred Leadership”
for

MING COURT BEACH HOTEL
 17th March 1997 to 18th March 1997

MING COURT BEACH HOTEL PORT DICKSON

 

FRANKIE designed, developed and facilitated
a Customised Workshop on –-
“Knowledge Management for Resorts Strategists” 
for 
DUTA VISTA EXECUTIVES SUITES KUALA LUMPUR
DUTA VISTA GOLF RESORT PORT DICKSON
and TANCO RESORTS BERHAD
21st January 1997 

DUTA VISTA EXECUTIVES SUITES KUALA LUMPUR
 
TANCO RESORTS BERHAD
Tanco Resort Berhad

 

FRANKIE designed, developed and facilitated
a Customised Workshop on –  
“Train the Trainers”
for

DYNASTY HOTEL KUALA LUMPUR
 8th September 1995 to 10th September 1995 

DYNASTY HOTEL

 


FRANKIE designed, developed and facilitated

a Customised Workshop on –  
“Train the Trainers”
for

RIVERSIDE MAJESTIC HOTEL KUCHING
 11th January 1995 to 17th January 1995

RIVERSIDE MAJESTIC HOTEL KUCHING

 

FRANKIE designed, developed and facilitated
a Customised Workshop on –  
“Train the Trainers”
for

BAYVIEW BEACH RESORT PENANG
 11th July 1994

BAYVIEW BEACH RESORT PENANG

 

FRANKIE designed, developed and facilitated
a Customised Workshop on –  
“Creating Distinctive Competence and
Securing Competitive Advantage”
for

PARK ROYAL HOTEL KUALA LUMPUR
24th February 1990 

PARK ROYAL KUALA LUMPUR

 

ln 1989/1990, FRANKIE 
designed, developed and facilitated the
6-Month Management Development Programme &
6-Month Supervisory Development Programme for 
THE REGENT of KUALA LUMPUR
to prepare the Heads of Department, Managers,
Executives and Supervisors for the
OFFICIAL OPENING of the HOTEL 

THE REGENT OF KUALA LUMPUR 

 

 

SECTION FOUR 

HOTELS that have sent
their Key Talents to participate in
FRANKIE’s Public Programmes
in The REPUBLIC OF MAURITIUS 
May 1998 to March 2002


Programme Titles

         [1] Corporate Planning and Strategic Management
         [2] Certificate in Training Management Programme
         [3] Certificate in Training Technology Programme
         [4] Certificate in Training Needs Analysis Programme
         [5] Certificate in Knowledge Management Programme

HOTEL AMBRE MAURITIUS
Programme Title
Certificate in Training Management
for Hotel Professionals

(11th May 1998 to 15th May 1998)
 Abdool Salim Ali – Personnel Manager
Hotel Ambre Mauritius
 
THE RESIDENCE MAURITIUS
Programme Title
Certificate in Knowledge Management 
for Hotel Professionals

(12th July 2001 to 17th July 2001)
 Leena Seetamonee – Training Coordinator
The Residence (Mauritius)
 
 APAVOU HOTEL MAURITIUS
Programme Title
Certificate in Training Management 
Professional Certification Programme

(15th November 2001 to 17th November 2001)
 Deven Sookur – Deputy General Manager
APAVOU(Mauritius)
 
TROU AUX BICHES HOTEL MAURITIUS
Programme Title
Certificate in Training Management 
Professional Certification Programme

(15th November 2001 to 17th November 2001)
 J. Ramloll – Human Resources Manager
TROU AUX
  
HOTEL SCHOOL OF MAURITIUS
Programme Title
Certificate in Training Management 
for Hotel Professionals

(12th July 2001 to 17th July 2001)
 Shivaramen Pareatumbee – F&B Head of Department
Programme Title
Certificate in Training Management 
for Hotel Professionals

(28th September 2000 to 3rd October 2000)
 Harmon Chellen – Training Centre Manager
Hotel SCHOOL of Mauritius
 
BEACHCOMBER TRAINING ACADEMY MAURITIUS
Programme Title
Certificate in Training Management 
Professional Certification Programme

(15th November 2001 to 17th November 2001)
 Salema Ramjane – Trainer
Programme Title
Certificate in Knowledge Management 
for Hotel Professionals

(28th September 2000 to 3rd October 2000)
 Brigitte Maurice Pendelliau– Trainer
BeachComber Training Academy
 
CASINOS OF MAURITIUS
Programme Title
Certificate in Training Management 
Professional Certification Programme

(15th November 2001 to 17th November 2001)
 Shamshudan Durgauhee – Head of Gaming Cashier
CASINOS of MAURITIUS
 
DOMAINE LES PAILLES MAURITIUS
Programme Title
Certificate in Training Management 
Professional Certification Programme

(15th November 2001 to 17th November 2001)
 Yasminah Fazul – Administration Manager
Programme Title
Certificate in Knowledge Management 
for Hotel Professionals

(28th September 2000 to 3rd October 2000)
Yasminah Fazul – Administration Manager
Domaine Les Pailles - Frankie Knowledge 
 
LE VICTORIA HOTEL MAURITIUS
TROU AUX