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Cluster General Manager Mastery: Hospitality Leadership & Business Excellence

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About Course

Program ini dirancang untuk mempersiapkan peserta menjadi Cluster General Manager yang kompeten melalui penguasaan kompetensi kepemimpinan strategis, pengelolaan operasional, sumber daya manusia, keuangan, pemasaran, kualitas layanan, serta pengembangan bisnis sesuai kebutuhan industri hospitality modern dan skema sertifikasi kompetensi General Manager.

What Will You Learn?

  • Develop and manage comprehensive operational plans for hospitality businesses
  • Manage hotel, restaurant, and hospitality assets effectively
  • Formulate organizational vision, mission, values, and corporate culture
  • Monitor operational activities and business performance
  • Design and implement compensation and salary structures
  • Build harmonious industrial relations and stakeholder engagement
  • Develop SPA business service concepts and operational frameworks
  • Plan hospitality information systems and digital marketplace technologies
  • Conduct SPA product and service research
  • Evaluate SPA policies and management systems through research
  • Analyze global SPA industry resources and development trends
  • Create business documents, reports, and computerized data tabulations
  • Communicate professionally through telephone and email channels
  • Apply workplace hygiene and sanitation procedures
  • Enhance local destination and cultural knowledge
  • Implement hospitality industry safety standards
  • Strengthen professional knowledge of the hospitality industry
  • Manage workplace conflicts and dispute resolution processes
  • Perform business administration and office management procedures
  • Provide workplace first aid and emergency assistance
  • Promote hospitality products and services to guests and customers
  • Communicate effectively in operational English environments
  • Build productive relationships with colleagues and guests
  • Work effectively in diverse and multicultural environments
  • Process financial transactions accurately and efficiently
  • Manage operational inventory and stock control systems
  • Develop knowledge of tourism industry trends and developments
  • Design organizational structures aligned with business objectives
  • Evaluate workforce requirements and human resource needs
  • Conduct recruitment and talent acquisition activities
  • Manage employee records and personnel documentation
  • Prepare and control operational budgets
  • Manage organizational finances in accordance with approved budgets
  • Develop strategic marketing and business growth plans
  • Monitor and evaluate business plans and strategic objectives
  • Build partnerships with industry stakeholders and government agencies
  • Plan, conduct, and evaluate business and organizational research
  • Implement occupational health and safety management systems
  • Apply business law and regulatory compliance principles
  • Manage diversity, equity, and inclusion initiatives in the workplace
  • Lead and manage human resources strategically
  • Develop and maintain guest service quality standards
  • Handle guest complaints and service recovery situations
  • Prepare and analyze financial statements and management reports
  • Read and write professional business English at an advanced level
  • Deliver professional oral communication in intermediate business English
  • Read and write business documents in intermediate operational English

Course Content

Strategic Leadership & Corporate Direction
Fokus: Menentukan arah organisasi dan kepemimpinan strategis. Unit: I.55HDR00.244.1 Merumuskan Visi, Misi, dan Budaya Perusahaan I.55HDR00.199.3 Mengelola Rencana Operasional I.55HDR00.208.3 Melaksanakan Pemantauan Rencana Bisnis Output: Visi & misi perusahaan Business plan Strategic roadmap KPI organisasi

Organizational Design & Human Capital Planning
Fokus: Membangun organisasi yang efektif. Unit: I.55HDR00.245.1 Membuat Rancangan Struktur Organisasi I.55HDR00.246.1 Mengevaluasi Daftar SDM sesuai Kebutuhan I.55HDR00.183.3 Mengelola Sumber Daya Manusia Output: Struktur organisasi Manpower planning Job description Workforce analysis

Recruitment, Staffing & Employee Administration
Fokus: Pengadaan dan administrasi SDM. Unit: I.55HDR00.182.3 Melaksanakan Perekrutan Staf I.55HDR00.229.3 Mengelola Catatan Daftar Staf I.55HDR00.156.3 Melaksanakan Prosedur Administrasi Output: Recruitment plan Employee database Personnel file management

Operational Excellence & Performance Monitoring
Fokus: Mengendalikan seluruh operasional hotel. Unit: I.55HDR00.198.3 Memantau Kegiatan Kerja I.55HDR00.201.3 Menangani Kualitas Layanan Tamu Output: Operational dashboard Service quality audit Performance review

Financial Management & Budget Control
Fokus: Pengelolaan keuangan perusahaan. Unit: I.55HDR00.216.3 Mengelola Anggaran Operasional I.55HDR00.203.3 Mengelola Keuangan Sesuai Anggaran I.55HDR00.196.3 Mempersiapkan Laporan Keuangan I.55HDR00.004.3 Memproses Transaksi Keuangan Output: Budget plan Financial report Cost control system

Asset, Inventory & Resource Management
Fokus: Pengelolaan aset dan sumber daya. Unit: I.55HDR00.253.1 Mengelola Aset Hotel dan Restoran I.55HDR00.206.3 Mengelola Persediaan Barang Operasional Output: Asset register Inventory control system Asset utilization plan

Marketing, Branding & Business Development
Fokus: Pertumbuhan bisnis dan pemasaran. Unit: I.55HDR00.202.3 Mengembangkan Strategi Pemasaran I.55HDR00.179.3 Mempromosikan Produk dan Jasa kepada Tamu I.55HDR00.252.3 Membangun Hubungan yang Baik dengan Pengusaha dan Instansi Terkait Output: Marketing plan Partnership strategy Business development roadmap

Guest Experience, Complaint Handling & Service Recovery
Fokus: Kepuasan dan loyalitas pelanggan. Unit: I.55HDR00.210.3 Menangani Keluhan I.55HDR00.152.3 Menangani Situasi Konflik I.55HDR00.147.3 Melakukan Kerjasama dengan Kolega dan Tamu Output: Complaint handling SOP Service recovery plan Conflict management framework

Research, Innovation & Decision Making
Fokus: Pengambilan keputusan berbasis data. Unit: I.55HDR00.257.1 Merencanakan, Melaksanakan, dan Mengevaluasi Penelitian S.96MSP01.071.2 Melakukan Riset Produk dan Layanan SPA S.96MSP01.073.2 Melakukan Riset Pengembangan Kebijakan dan Sistem Manajemen Usaha SPA S.96MSP01.075.2 Melakukan Riset Sumber Daya Usaha SPA secara Global Output: Research proposal Market research Feasibility analysis

Digital Transformation & Information Systems
Fokus: Teknologi dan digitalisasi bisnis. Unit: S.96MSP01.068.2 Merencanakan Sistem Informasi dan Teknologi Marketplace yang Tepat untuk Usaha SPA I.55HDR00.159.3 Membuat Dokumen dan Tabulasi Data di dalam Komputer Output: Digital transformation roadmap Technology assessment Management reporting system

Hospitality Industry, Tourism & Local Knowledge
Fokus: Pemahaman industri secara menyeluruh. Unit: I.55HDR00.170.3 Mengembangkan Pengetahuan Industri Pariwisata I.55HDR00.150.3 Mengembangkan Pengetahuan tentang Industri Perhotelan I.55HDR00.151.3 Memperbaharui Pengetahuan Lokal Output: Tourism trend analysis Destination knowledge Industry benchmarking

Legal Compliance, Safety & Emergency Management
Fokus: Kepatuhan hukum dan keselamatan kerja. Unit: I.55HDR00.200.3 Mengembangkan Pengetahuan tentang Hukum untuk Keperluan Bisnis I.55HDR00.160.3 Menerapkan Proses Kesehatan dan Keselamatan Kerja I.55HDR00.149.3 Mengikuti Standar Keselamatan tentang Industri Perhotelan I.55HDR00.155.3 Menyediakan Pertolongan Pertama I.55HDR00.153.3 Mengikuti Prosedur Kebersihan di Tempat Kerja Output: Compliance checklist Risk register Emergency response plan

Business Communication & Professional English for General Manager
Fokus: Komunikasi profesional tingkat manajerial. Unit: I.55HDR00.009.3 Melakukan Komunikasi Melalui Telepon dan Email I.55HDR00.168.3 Melakukan Komunikasi Secara Lisan dalam Bahasa Inggris pada Tingkat Operasional Dasar I.55HDR00.213.3 Melakukan Komunikasi Secara Lisan dalam Bahasa Inggris pada Tingkat Operasional Menengah I.55HDR00.215.3 Membaca dan Menulis Bahasa Inggris pada Tingkat Lanjut I.55HDR00.214.3 Membaca dan Menulis Bahasa Inggris pada Tingkat Operasional Menengah I.55HDR00.148.3 Melakukan Kerja dalam Lingkungan Sosial yang Beragam Output: Business correspondence Executive presentation Professional communication skills

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