NEW EMPLOYEE INDUCTION

V.02_02_2024

ARCHIPELAGO KNOWLEDGE

WHO ARE WE?

Archipelago International in further vision and mission

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Archipelago International is one of the largest privately owned and independent�hotel groups in Southeast Asia, one of the most dynamic and fastest growing regions for both domestic and outbound tourism.

WELCOME TO ARCHIPELAGO

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ARCHIPELAGO VALUE

Implement the service standards and own the company culture in YOUR daily life

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MILESTONE

MILESTONE

2023

9

Archipelago International in Numbers

OUR INTERNAL EXECUTIVE TEAM

Charles Brookfield

Chairman

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- Bali-based, from the United States

- Created the company in 1977

- 40 years of industry experience across Hawaii, Cancun, Guam etc.

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John Flood

CEO

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- Jakarta-based, from Ireland

- MBA, University of Leicester

- Worked in Dublin, London, Paris, Copenhagen etc.

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Gerard Byrne

Managing Director

Archipelago Overseas

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- Dublin-based, from Ireland

- 25 years of experience in real estate, corporate banking and hospitality consultancy

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Jules Brookfield

Chief Technology Officer

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- Jakarta-based, from the United States

- Northeastern University Boston

- Specialized in software-development and Internet-related business

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OUR INTERNAL EXECUTIVE TEAM

Chris Legaspi

Chief Commercial Officer

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- Jakarta-based, from the Philippines

- Worked for some of the most prominent B2C & B2B online agencies

- Experience in contracting and sales

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Heru Purwono

Vice President

Finance

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- Jakarta-based, from Indonesia

- 20+ years of industry experience

- Served as FC for a number of large industry-leading organizations

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Winston Hanes

Senior Vice President

Operations

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- Jakarta-based, from the United States

- 30+ years of strong culinary and F&B background and experience

- Worked in Milan, Boston, Hawaii, Cebu, Bali etc.

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Jose Luis

Vice President The Americas

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- Cuba - based, from Latin America

- 25 years of experience in the Operation and commercialization of top hotels in the Caribbean, LatIn America and the US

- Strong background in asset management

- Has been recognized by the Ministries of Tourism of various Latin-American countries for his role in the development of the sector

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OUR BRANDS AT A GLANCE

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ARCHIPELAGO OFFICES

REGIONAL OFFICES

Bali INDONESIA

Surabaya INDONESIA

Yogyakarta INDONESIA

Barcelona SPAIN Munich GERMANY Dublin IRELAND

London UNITED KINGDOM

Moscow RUSSIA

Santo Domingo DOMINICAN REPUBLIC

Havana CUBA

GLOBAL OFFICES

Singapore SINGAPORE Kuala Lumpur MALAYSIA Manila PHILIPPINES

Bangkok THAILAND

Ho Chi Minh City VIETNAM

Seoul SOUTH KOREA

Dubai UNITED ARAB EMIRATES

Jeddah SAUDI ARABIA

CORPORATE OFFICE

Jakarta INDONESIA

PARTNERING

Flexible, creative and dynamic in our approach, we put forward imaginative proposals, brands and business models, that are owner and partner centric. We seek like-minded owners and partners to work for and with in the years ahead.

When you partner with Archipelago International, you gain access to our unparalleled expertise in key areas of hotel development and operations, together with our powerful brands that instill consumer confidence and loyalty.

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While we continue to focus on fortifying our market leading position in Southeast Asia, we are making aggressive moves globally and have opened representative offices in Singapore, India, the Kingdom of Saudi Arabia, the UAE, Ireland and the Dominican Republic, to support our development internationally and in particular key markets in South Asia, The Middle East, Africa and Latin America.

‘Contemporary hotels committed to living up to the highest guest standards, with a wide range of facilities and uncompromising service for demanding leisure travelers and

time-pressed executives.’

Each individually-designed hotel reflects the brand’s eclectic character throughout the entire guest journey.

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When arriving at the GRAND ASTON, guests step into a lively lobby, a place where they meet and mix, rather than just check-in and out. The lobby lounge is the focal point and sets the mood for more. The tone of pure sophistication extends throughout the hotel.

The choice of shapes, colors and materials make a GRAND ASTON a special place where guests immediately feel at ease, reflecting the brand’s commitment to impeccable detail in every trim and finish. In addition to meeting resistance, comfort and upkeep criteria, the materials, color combinations and textures create a pleasant, subdued and restful atmosphere.

‘ASTON stands for authentic Asian hospitality,

full-heartedly and with a natural smile, creating unforgettable guest experiences throughout its eclectic hotels.’

For the sophisticated and experienced business and leisure traveler alike, who appreciates quality and wants a modern, friendly and accessible hotel, ASTON provides comfortable facilities and personalized service, perfectly addressing the changing travel needs and trends of today and tomorrow.

ASTON sets itself apart with an unrivaled track record of serving millions of satisfied domestic and international guests for more than two decades, making it the best known and most trusted hotel name in the Archipelago and beyond.

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ASTON - where trust is a history of kept promises.

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TRUSTED HOTELS

@astonhotelsinternational

Fun, fresh and friendly, embracing unique and inspiring designs that recognize the importance of guest experience, personal preferences and technology, favehotels place emphasis on encouraging guest productivity and facilitating relaxation by way of its 100 to 200 rooms’ smart layout and clever use of space.

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‘Industry leading select-service hotels, that have become the favorite choice for stylish, budget-minded travelers.’

In designing favehotels we have strived to avoid the ‘cookie cutter approach’ to budget-class branded hotels. Each favehotel boasts the signature Lime Cafe and well- equipped meeting rooms, that make for a comfortable and productive stay.

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Flexibility is key, preserving the essence of favehotels while still developing unique hotels, each one daringly playful and slightly different to the next.

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EVERYBODY’S FAVORITE

@favehotels

Created in a modern-contemporary style befitting the new trends in hotel design, HOTEL NEO offers uncluttered open spaces that create an atmosphere of relaxation and revitalization in a trendy but reasonably priced environment.

Born from the realization that the modern and well-travelled guest regards a mid range hotel, that is well-designed and attractive, as more than just an alternative to larger and more expensive upmarket hotels.

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Larger 3 star hotels use the HOTEL NEO+ logo, while smaller

2.5 star ones are branded as HOTEL NEO.

‘Breaking the mold of conventional hospitality, Hotel NEO is one step ahead of the norm.’

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DREAM DIFFERENTLY

@neohotels

The HARPER brand is designed for 3 and 4 star hotels ranging from 100 to 250 rooms in either city or resort locations, ideally suited for the astute and worldly traveller who values individualism, style, character and genuine home experience in a convenient location.

‘Modern yet infused with rustic charm, each HARPER hotel conveys a residential feel and balanced functionality, offering unobtrusive service and never-ending innovation.’

The signature style is modern-rustic to suit the demand for both comfort and functionality. Room designs capitalize on natural light with oversized windows, creating a low-energy environment, while dining is offered in the form of home-cooked dishes at the hotels’ relaxing Rustik Bistro & Bar. With its homey and warm character, HARPER makes missing-home less of an issue.

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HOMELIKE HARMONY

@harperhotels

QUEST HOTELS and QUEST VIBE typically feature 100 to 250 comfortable and cozy guest rooms, together with convenient facilities, that include a restaurant, swimming pool, parking space, gym and more.

‘Modest, friendly and comfy 2 and 3 star family-friendly hotels, that combine the value of premium budget with modern designs of lifestyle hotels. A creative family concept with smart facilities and attention to detail.’

Convenient, practical and pleasing, QUEST HOTELS are the ideal choice for families on the quest for value, stylish facilities and tranquillity. Parents and children alike will enjoy the accessibility and the functional layouts of each hotel. A place where the nearest and dearest bond and play, spend quality time together, rest their heads and recharge.

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WE ARE FAMILY

@quest_hotels

‘Subdued yet arousing, sophisticated yet friendly.

Guests are rejuvenated and invigorated by the relaxing atmosphere of THE ALANA, featuring stylish designs in its guest rooms and facilities.’

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Inspired by modern baroque designs, each hotel is an urban oasis with a concept, that combines regency touches with bold modern decors. Blending classic sophistication with contemporary chic, the hotels come with modern event spaces, thus flawlessly link work and play.

THE ALANA hotels are designed as user-friendly 4 and 5 star hotels, that cater to the discerning travelers, who want to spend quality time in stimulating and tranquil surroundings.

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MODERN-ETHNIC

@alanahotels

‘KAMUELA VILLAS are designed for the perfect getaway, a romantic and family holiday alike, pleasing each of the five senses and creating everlasting memories through highly personalized service, reminiscent of twenty first century Asia.’

Villas are becoming increasingly popular in resort destinations, driven by market demand for a unique holiday experience with privacy and own personal space. The luxurious villas at the four-star KAMUELA and the five-star ROYAL KAMUELA are equipped with their own master suite bathrooms, indoor and outdoor bathrooms, a private dining room and a personal plunge pool, ensuring peace and quiet in solitude with loved ones.

Whether it is the finely manicured surrounding gardens, inviting furniture pieces or the creative architecture, KAMUELA VILLAS are crafted to the finest quality standards. Located by the sea or surrounded by paddy fields, rich in sophistication and elegance, KAMUELA means Bali getaway at its best.

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BE IN AWE

@kamuelavillas

SOCIAL MEDIA

ARCHIPELAGO GUEST EXPERIENCE

Acknowledge Guest with Warm Greeting Welcome and Personal Manner

Recognize Guest Name Two Times during Interaction with the Guest and Fond Farewell

Create Memorable Experience in any Moments of Truth with the Guest

Handle the Guest Service Problem into Opportunity with ALADIN Service Recovery

ARCHIPELAGO GUEST EXPERIENCE

Exceeding guest expectations

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Acknowledge Guest with Warm Welcome and Personal Manner

• We greet the guest with ‘The Sanskrit - Namaste’ gesture by standing upright, hands pressed together, palms touching and fingers pointing upwards, thumbs close to the chest
• We always greet the guest by name with a friendly smile & eye contact
• We offer assistance without being asked
• We always recognize our loyal guest

“People don’t care how much you know until they know how much you care.”

-Theodore Roosevelt-

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Recognize Guest Name Two Times during Interaction with Guest and Fond Farewell

• We always mention the guest name two times during the guest interaction. ��“Good evening Mr. Budiman, your taxi is ready to take you to Plaza Senayan. Shall I bring you the umbrella, as it is raining right now?”�
• We fond farewell the guest with smile and eye contact and thanking the guest by name for their business with us

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"I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel." –

Maya Angelou

Create Memorable Experience in any Moment of Truth with Guest

• We observe and discover the guest preference
• We anticipate guest need and immediately serve them with personalized service
• We believe delightful guest experience is not one size fits all approach
• We create little things that guest will feel different and remember our service
• We must be attentive, be delightful and helpful all the time

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“In a recent study by PwC, 73% of consumers reported that customer experience serves as a key factor in influencing their purchasing decisions”

Handle Guest Service Recovery with ALADIN approach:

• Apologize
• Listen to Understand the Problem
• Action to Correct the Guest Problem
• Do Take Personal Responsibility for Further Follow-Up
• Involved Your Manager (if required)
• Notify Your Manager on your Service Recovery progress and result

"There’s never been an issue that they couldn’t remedy.”�Jonaura Wisdom, Director, EEO & Civil Rights Compliance, Los Angeles Metro

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COMMUNICATION ETIQUETTE

PHONE - Greeting

�External (reception or operator):�Good morning/afternoon/evening, (Hotel Name), this is (Your Name)

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Internal (department):

Good morning/afternoon/evening, (department’s name), this is (your name)

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PHONE - Etiquette

�Focused, answering calls immediately �(within 3 rings)

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• Speak clearly
• Stay positive and remain cheerful
• Actively listen and take notes
• Use caller’s name and magic words

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GUEST CHAT - �(Butler and Live Chat)

• Always active 24 hours
• All message or request is answered within 60 seconds.
• Keep messages brief and to the point
• Be professional and do not forget “magic word”
• Follow up and note the guest’s request

EMAIL - Etiquette

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• Professional subject line
• Reply in a timely manner
• You don’t always have to “Reply All”. Ensure you “ONLY” cc to relevant recipients
• Answer all questions, keep email brief and to the points
• Proofread every email you send

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Social Media Etiquette

• Personal profiles must be kept professional and constantly updated
• Connect with people you know, or who might be beneficial for you to know professionally
• Use proper profile pictures for your LinkedIn:
• Wear business attire e.g. suits, batik, or hotel uniform
• No selfie or group photos
• Professional pose
• Don’t send spam / irrelevant messages to your connections
• Do not share too much personal information on LinkedIn. Use other personal social media (e,g, Instagram, Twitter, Facebook, etc.) instead
• Always use formal, professional language on your profile
• Always respond to messages politely
• Always like and share corporate posts from Archipelago

GROOMING GUIDELINE

Personal Hygiene �and Grooming

Courtesy: favehotel Malang

• Clean, Spotless, Body fitted
• Well maintained & no tear or patch
• Neat & well pressed
• Buttoned up & wear according to the design
• Wear only black color leather belt with appropriate corporate- look buckle
• Always wear your own name badge on the left side of the chest with a good condition

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Face:�Fresh look (redo makeup after break)

• Teeth should be brushed regularly, especially after meals
• Avoid using other people’s makeup kits
• The use of natural colored soft lenses are allowed

Personal Hygiene and Grooming (Female)

Natural / Soft Glam Makeup:�

• Warm neutrals (adjusted to skin tone)
• Radiant
• Glowing

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Applications:�

• Neutral foundation
• Red lipstick (glossy or matte)
• Eyeshadow (earthy shades)
• Mascara

Grooming - Hair (Female)

General

• Frequently shampooed
• Fragrant and not oily
• Neatly combed
• Natural hair colors

Hairdo

• Operations: Wear hair in an updo
• Back Office: Long, flowy hair is permitted
• If necessary, use hairpins to keep hair in place

Hair:

• Clean and neatly cut and not extending below the ears
• Should be at or above the collar line of shirt or uniform

Face:

• Fresh all the time
• Clean shaven
• No mustache or beard

Courtesy: favehotel Kuta Kartika Plaza

Personal Hygiene and Grooming (Male)

Personal Grooming for

Tattoo, Piercing

and Hair Color

• No Visible Tattoo on Neck and face
• Tattoo are not contains any aggressive & offensive words or art design
• Hair color are not using striking color ( green, pink, etc)
• Specific extreme hairstyle such mohawk, punk, skinhead, etc are not allowed
• Any kind of body piercing should not be inserted through skin on tongue, mouth, nose, eyebrow or cheek

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TATOO, PIERCING & HAIR COLOUR POLICY

Effective Hair and Nail Care Practices

Hair Grooming

• Employees are expected to maintain well-groomed hair as part of our professional standards.
• Hairstyles should be neat, tidy, and in compliance with the hotel's dress code policy.
• Long hair should be tied back or styled away from the face to ensure a clean and professional appearance.
• Additionally, the use of hair products such as styling gel or hairspray is encouraged to keep hair looking polished and presentable throughout the day.

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Nail Maintenance

• Proper nail care is essential for maintaining a professional appearance.
• Keep nails clean and trimmed to a suitable length.
• Avoid excessively long nails or nail extensions to prevent hygiene issues and ensure practicality in daily tasks.
• Regular hand washing and moisturizing are recommended to keep nails and cuticles healthy and presentable.
• Prioritizing nail maintenance upholds our commitment to excellence in personal grooming and hygiene standards.

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FEMALE:

• Maximum 2 cincin
• Anting sederhana diperbolehkan (Sepasang)
• Gunakan aksesoris perhiasan seperlunya dan tidak mengganggu
• Aksesoris gelang tangan tidak disarankan digunakan
• Gunakan jam tangan yang sederhana.

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MALE:

• Maximum 1 cincin (FBP tidak disarankan menggunakan cincin)
• Tidak menggunakan aksesoris anting
• Gunakan baju dalam senada dengan uniform dan tidak terlihat

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Courtesy:ASTON Cirebon

ACCESSORIES

SHOES

FEMALE:

• Menggunakan minimum 1 cm hak pada sepatu kerja (Bukan sepatu sandal)
• Stocking dengan warna hitam atau warna kulit.
• Gunakan Sepatu tanpa menggunakan atribut tambahan atau warna yang terlalu cerah

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MALE:

• Sepatu disesuaikan dengan uniform, khusus untuk FBP dan Engineering wajib safety shoes
• Kaos kaki menggunakan warna yang hitam polos tanpa motif
• Selalu gosok sepatu anda supaya selalu mengkilap
• Pastikan sepatu tidak rusak atau bolong ketika digunakan

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5S in the WORKPLACE

5S In the workplace

A system for organizing spaces. �Work can be performed efficiently, effectively, and safely.

For more details: 5S in the Workplace presentation slide

CODE OF ETHIC

ANTI BRIBERY & CORRUPTION

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Be careful, bribery & corruption can put you into trouble.

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Make sure you implement this action :

• Staff Prohibited to be participated in any business that include friends or colleagues that have obligations in the financial related
• Do not share any confidential Information company
• Staff not allowed to received any gift or money
• Do not allowed make cooperations with other competitor

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SEXUAL HARASSMENT

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Sexual Harassment can be happen not only to woman, but men as well.

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3 different type of harassment :

• Verbal
• Non-Verbal
• Visual

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More details: Prevention Sexual Harassment Slide

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DISCRIMINATION ON

RELIGION BELIEF AND RACE

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Be careful whenever you talk about people religion or race, we never know your interlocutors think

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Notice this potential discrimination cause :

• different treatment because of religion or obedience and race
• unfairness at work because religion belief and race
• joke about religion or race

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EMPLOYEE MEMBERSHIP

ARCHIPELAGO MEMBERSHIP

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01 Private Butler Chat

This feature allows your VIP status to chat with one of our butlers. During your entire stay, you can contact them at any time of day or night to help you schedule a massage, order dinner, or make use of other hotel services

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O2 Loyalty Reward

Receive an exclusive email about Midnight Sales, Weekend Deals, and Holiday Promotions. Get an exclusive 15% off your room rate instantly when booking via our membership app

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03 Exclusive Food & Beverage Deals

Food & Beverage discounts increase the more you stay with us! It starts at 10% and goes up to 20%. Feel free to enjoy the discounts whether you are staying at the hotel or just stopping by for a meal with friends.

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04 Best Price

Booking a room directly via our Membership app and get special up to 15% off with ensuring you get the absolute best prices throughout the year, in any room available.

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05 150+ Hotels

Enjoy the benefits at any of our more than 150 hotels from select service to upscale hotels and villas, see our 10 brands below.

ADDITIONAL INFORMATION:

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1. HR to Register via Arch.software/ EMS
2. Same email with Arch.software
3. Only employee registered. No DW
4. Only valid for current active employee of Archipelago International
5. Franchise hotel join the Employee Membership program
6. Bookings made without proper staff ID or employee email will cause the hotel that did not check it properly to pay the difference as part of their consequences.
7. Booking cancellation must only be done via the SimpleBooking website (brand website)

BAD reviews about sister hotels on any platform are absolutely NOT ALLOWED

and may be subject to disciplinary action by the respective HR Unit leader.

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ARCH.SOFTWARE

BASIC SAFETY EMERGENCY

LEARN THE 3 STEPS

MAKE SURE YOU KNOW THE RIGHT ACTIONS

DISCOVER YOUR PASSION

#DISCOVERYOURPASSION

Discovering your passion is a lifelong journey, with its twists and turns, taking you both uphill and downhill. We discover more of ourselves everyday, and here in Archipelago we want to share the experience with you.

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We are here to help you explore your strengths, to transform your “job” to a one-of-a-kind adventure that will get you excited to wake up to each morning.

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Ready to discover your passion with us? Begin now.

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SOCIAL

MEDIA

THANK

YOU