Lessons We Learned Training a Team of the Iconic Tandjung Sari Hotel in Sanur, Bali — People Behind the Service by Fluent Staff
For those who wonder what is THE place that has preserved both the hospitality culture and the aesthetics of Bali since its opening in 1962, this is — Tandjung Sari Hotel in Sanur, Bali.
The hotel hosted a long list of famous musicians, actors, royals, and public figures, including the Queen Ingrid of Denmark. But apart from the great architecture and local cuisine, it is the people behind the service who maintain the standards and believe that there is always a room for improvement.
We would like to share what we learned from this particular language training, interacting with the staff and its management.
Discipline & Communication Starts from the Top
As witnessed before, here we were reminded again that the attitude of the team is often a reflection of those on the top — Management & HR. The team that has a leader who maintains professional tone and character throughout the training correspondence sets an unspoken example for the rest to follow.
So if you see your team’s attitude leaving some hope for better service, do not rush to brief them, but take a moment to analyze what actions of the management left an impression that standards can be lowered.
The attitude of the team is often a reflection of those on the top…
Team’s Diversity: Gen Z & Boomers Working Side by Side
In our language trainings, we often accomodate Millennial and Gen Z learners, but it always makes us extra proud so see seniors joining the training as well. Someone who has been working at the hotel since 1999 and is still willing to participate shows that lifelong learning has no age.
Learning pace might differ, but participation of the seniors alone already makes a huge difference not only for the seniors themselves, but the younger ones who see the continues learning and improvement is what helps this hotel to maintain its standards.
Participation of the seniors alone already makes a huge difference…
Despite one of our trainer’s relatively young age compared to participant’s, we were happy to see learners respecting trainer’s knowledge, without giving a single doubt in his professionalism.
Staff Loyalty & Retention
As it was mentioned, staff who has been working with the same team for decades are not to be taken for granted. Loyalty of the professionals cannot always be maintained with salary, but healthy boundaries and mutual respect between them is what contributes to long-term devotion and commitment.
Another important point to highlight, the category of the staff that were selected for the language training did not stop at the front liners, but extended to Housekeepers, Gardeners, Security and Public Area staff. Communication starts from the moment a car arrives at the property where the security says the first “Welcome!” and the Housekeepers follow with “Let me know if you need anything!”. The management that recognizes the importance of the presence of every staff category in front of guests is what keeps the hotel’s occupancy high and legacy remembered.
That is to say, we are grateful to Tandjung Sari for setting a great example and showing Fluent Staff what a great hospitality team is like! Terima kasih!
