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Published by AHAcademie Upper Southeast & Northeast Asia, 2019-12-22 19:06:38

Learning Solutions 2020 V4

Learning Solutions 2020 V4

LEARNING AND
DEVELOPMENT

SOLUTIONS

2020



1
ACCOR ACADEMY

The Academy is the Global Learning and Development division within Accor. We are specialists
for learning and development within Hospitality with a proven reputation for excellence.
In short, we are transforming Accor through people…



Relatable and Insightful, Developing potential talent by
To be challenged and enlightened delivering on our global promise in
providing learning solutions with Heart

BRAND CHARACTER EMOTIONAL BENEFITS

CONNECTED REAL CHALLENGED INSPIRED

BRAND PILLARS

INDUSTRY INSIDERS TRANSFORMATIONAL LEARNING CONNECTED GLOBAL COMMUNITY
ASPIRATIONAL TARGET DESIGN DIRECTION
GLOBAL COMPETITIVE SET KEY BRAND CONCEPTS & MARKERS
PEOPLE CRAVING GROWTH
ENTERPRISE TRAINING ORGANISATIONS EXPERIENTIAL LEARNING, BESPOKE PROGRAMS,
PRIVATE TRAINING PROVIDERS STRATEGIC INTERVENTIONS, SPECIALIST EVENTS,
FRANKLIN SCHOLER
BRAIN BAKERY INDUSTRY EXPERTISE, CULTURAL CONNECTION

SIMPLE, CLEAR, RELEVANT

|

Aspirational target:

Accor Academy inspires change through realistic learning
solutions… Future proofing Accor

DEMOGRAPHICS PASSIONS MEDIA BRANDS
————— ————— —————

Millenial or millenial minded People and cultures Instagram
Accor leaders Sustainability Facebook
Food & drinks Travel & Leisure
60% Male 40% Female Music & cinema

New technology
Travel

MINDSET DESIGN FOR ASPIRATIONS RETAIL BRANDS TRAVEL BRANDS
————— ————— ————— ————— —————
Look for the best in people Apple Airbnb
Curious and ambitious hoteliers Offer an experience Samsung
Future-proof our industry Inspire greater Nike Local hotels
Inspire a change ACTIVITIES Connect people Mini National Airlines
Keep it real ————— Uniqlo
Eat Discover your potential Grab
Drink Disrupt the boring
|
Celebrate
Learn
Travel
Explore

Wonderlust

2
ACCOR LEADERSHIP

The basis of all learning and development in Accor is based
On our clearly defined framework for leadership capabilities.

Visionary Your pipeline to your future
Inspiring
Strategic • Getting results through comprehensive enterprise
Executive leadership
Professional
Emerging • Getting results through multiple businesses/group
leadership and management
Future
• Getting results through comprehensive business unit
management

• Getting results through function management

• Getting results through managers

• Getting results through others

• Getting results through personal effort

The Accor Leadership Capability Framework

Accor Leadership Future Emerging Professional Executive Strategic Inspiring Visionary
Model
Open minded Positive Orientation Positive Orientation Positive Orientation Representativeness Representativeness Social Intelligence
Enabling Developing an Aligning and
Collaborative Guest Centric Developing an Developing an Builds an empowered engaging a Enabling Leadership
empowered team empowered team empowered team team Motivates Guest
Entrepreneurial Self Confidence Guest centric Advocating Guest empowered team passion
Guest centric Negotiating with Building Business Collaborative
Communication Leading by example Leading the team passion influence Leadership
Team Player Communication Leading the team partnership Inspiring
Proactivity and Communication Advocating Guest Advocating Guest communication
Initiative Communicating with passion
impact passion
Business Awareness Leading and inspiring Inspirational
and Improvement the team Leadership

Communicating with Communicating with
impact impact and influence

Enabling the team Enabling the team Enabling the team Organizing and Organizing and Forward Thinking
Problem Solving and Operational Decision Planning Planning Strategic Decision
Problem Solving and
Decision making Decision making Making Operational Decision Strategic Decision Making
Making Making
Business awareness Entrepreneurial
and improvement Business Business Change leadership Driving change and Leadership
improvement and improvement and and Innovation Innovation culture
Self development and Shaping and Establishing Strategic Builds Vision and
Self Management planning change Strategy
Self development and Self development and Executing Strategy Direction
Builds Vision and
Self Management Self Management Strategy

Strategic Thinking Analyzing and Shaping and Establishing Strategic Commercial acumen
and Analysis Executing Strategy Executing Strategy Direction

Business Awareness Business planning Business Acumen and Commercial acumen
and analysis Analysis

3
ACCOR SOLUTIONS

During your review you will identify the strengths and
limitations for you to concentrate on.
At Accor you can Live Limitless…

Specialist facilitators at each level

Vice President
Learning & Development
Director Academy and Talent

Development
Learning & Development Manager

Master Certified Trainer

Certified Trainer - Learning

Departmental Trainer and Assessor

Source: On the Job Trainer

FUTURE LEADERS

The development of our newest Heartists is a primary consideration of the Academy. Through
the development of a strong community of Certified Trainers we can ensure the time to
competency for our teams is reduced.

WELCOMING GUESTS - RUSSIAN WELCOMING GUESTS - CHINESE

Who Should Attend: Who Should Attend:
For front line team members who will be interacting with guests and provide a feel For front line team members who will be interacting with guests and provide a feel
welcome in our hotel. welcome in our hotel.

What We Cover What We Cover
 Understanding of Russian culture  Understanding of Chinese culture
 Necessary information about the country and citizens as guests  Necessary information about the country and citizens as guests
 Welcome the these guests in hotels  Welcome the these guests in hotels
 Cross culture communication skills  Cross culture communication skills

Duration: 0.5 day Other Leaders Duration: 0.5 day Other Leaders
Invest: $800 USD per hotel Invest: $800 USD per hotel
Format: Face to Face or Virtual Format: Face to Face or Virtual
ROI: Increase guest satisfaction ROI: Increase guest satisfaction

WELCOMING GUESTS - INDIAN WELCOMING GUESTS – UNITED KINGDOM

Who Should Attend: Who Should Attend:
For front line team members who will be interacting with guests and provide a feel For front line team members who will be interacting with guests and provide a feel
welcome in our hotel. welcome in our hotel.

What We Cover What We Cover
 Understanding of Indian culture  Understanding of UK culture
 Necessary information about the country and citizens as guests  Necessary information about the country and citizens as guests
 Welcome the these guests in hotels  Welcome the these guests in hotels
 Cross culture communication skills  Cross culture communication skills

Duration: 0.5 day Other Leaders Duration: 0.5 day Other Leaders
Invest: $800 USD per hotel Invest: $800 USD per hotel
Format: Face to Face or Virtual Format: Face to Face or Virtual
ROI: Increase guest satisfaction ROI: Increase guest satisfaction

GUEST INTERACTION SERIES – MICE GUEST INTERACTION SERIES – CORPORATE

Who Should Attend: Who Should Attend:
Designed to help our frontline leaders understand and anticipate guests’ needs and Designed to help our frontline leaders understand and anticipate guests’ needs and
wants. The program encourages frontline staff to see through the eyes of our guests’ and wants. The program encourages frontline staff to see through the eyes of our guests’ and
interact with our guests in a positive way. interact with our guests in a positive way.

What We Cover What We Cover
 Differing guest expectations  Differing guest expectations
 Tailored guest experiences  Tailored guest experiences
 Understanding pain points  Understanding pain points
 Action plan for specific guests  Action plan for specific guests
 Guest resolution  Guest resolution

Duration: 0.5 day Other Leaders Duration: 0.5 day Other Leaders
Invest: $800 USD per hotel Invest: $800 USD per hotel
Format: Face to Face or Virtual Format: Face to Face or Virtual
ROI: Increase guest satisfaction ROI: Increase guest satisfaction

GUEST INTERACTION SERIES – LEISURE

Who Should Attend:
Designed to help our frontline leaders understand and anticipate guests’ needs and
wants. The program encourages frontline staff to see through the eyes of our guests’ and
interact with our guests in a positive way.

What We Cover
 Understanding of Indian culture
 Necessary information about the country and citizens as guests
 Welcome the these guests in hotels
 Cross culture communication skills

Duration: 0.5 day Other Leaders
Invest: $800 USD per hotel
Format: Face to Face or Virtual
ROI: Increase guest satisfaction

GUEST SATISFACTION AND QUALITY KEYS TO COMMUNICATION

Who Should Attend: Who Should Attend:
Designed to help our frontline team to understand and anticipate guests’ needs and For front line team members to provide practical approaches to increase
wants. communication with the business unit.

What We Cover What We Cover
 Understand and explain that unique experience needs to be given to the guests.  Fundamental session to improve communication skills.
 Take action for the guest experience and throw ideas.  This training course is basis for other training programs.
 React from the feedback and develop their ideas.
 List service quality measurement standards.
 Know how to maintain guest satisfaction and service quality continuously.

Duration: 0.5 day Other Leaders Duration: 2 days Other Leaders
Invest: $800 USD per hotel Invest: $200 USD per leader
Format: Face to Face or Virtual Format: Face to Face or Virtual
ROI: Increase guest satisfaction ROI: Increase guest satisfaction

STORY TELLING OPERATIONAL COMMUNICATION

Who Should Attend: Who Should Attend:
For front line team members who will be interacting with guests and using stories as the For front line team members who will be interacting with guests.
basis of service and up selling
What We Cover
What We Cover  Why the communication is very important for Guest experience
 Differing guest expectations  G.U.E.S.T model that helps them connect better with the Guests
 Tailored guest experiences  Practice Guest Experience
 Inspiring Stories To Tell
 Stories that Sell
 Heartist as Story Teller

Duration: 0.5 day Other Leaders Duration: 0.5 day Other Leaders
Invest: $800 USD per hotel Invest: $800 USD per hotel
Format: Face to Face or Virtual Format: Face to Face or Virtual
ROI: Increase guest satisfaction ROI: Increase guest satisfaction

BASIC HYGIENE AND FOOD SAFETY BASIC FOOD HANDLING

Who Should Attend: Who Should Attend:
Ideal for front line food & beverage attendants and any food handlers from other Ideal for all employees that come in contact with food.
departments such as Butler, Club Lounge Attendants, etc. who need to work with food
in a safer manner. What We Cover
 Why basic food handling is important
What We Cover  Describe basic food handling practices
 Understand what HAACP is  Change hygienic behavior and to utilize food safety tips
 Identify hazard and contaminations
 Aligning personal hygiene habits.

Duration: 0.5 day Other Leaders Duration: 0.5 day Other Leaders
Invest: $800 USD per hotel Invest: $800 USD per hotel
Format: Face to Face or Virtual Format: Face to Face or Virtual
ROI: Manage hazards and reduce risk ROI: Manage hazards and reduce risk

UPSELLING FOOD & BEVERAGE CROSS SELLING AT FRONT OFFICE

Who Should Attend: Who Should Attend:
Ideal for food & beverage attendants who want to be more confidence and improve skills For team members who would like to improve their confidence and skills in upselling
in upselling food & beverages to increase sales hotel products and services to increasing sales at front office.

What We Cover What We Cover
 Learn the art of upselling  Discovering products and services in a hotel
 Remove the reasons for not upselling in Food & Beverage  Identifying guest needs
 Upselling techniques for Food & Beverage  Shifting features to benefits
 Adding value to guest experience

Duration: 0.5 day Other Leaders Duration: 0.5 day Other Leaders
Invest: $800 USD per hotel Invest: $800 USD per hotel
Format: Face to Face or Virtual Format: Face to Face or Virtual
ROI: Increase revenue ROI: Increase guest satisfaction

EMERGING LEADERS

We know as Heartists grow in their careers so does the development requirements. As an
Emerging Leader development focuses on the core requirements of Supervisory development

to reduce turnover and increase core operational skills.

GLOBAL LEADERSHIP PATH – CREATIVE THINKING
EMERGING LEADERS
Who Should Attend:
Who Should Attend: For Emerging Leaders to have new skills in the development of creative solutions in
The Emerging Leaders Development Journey builds confident and enthusiastic leaders response to operational needs.
who communicate with care, understand and make people better.
What We Cover
What We Cover  Explain the benefits of Creative thinking has on our business.
 This journey forms the building blocks of our leadership culture at Accor and develops  Describe ways of Creative thinking strategies and techniques.
 Applying creative thinking method in your daily operation to WOW our guests.
first time leaders of others with the skills, knowledge and experience to be successful.  Identify creative thinking blockers.

Duration: 2 days + Digital and field assignments Other Leaders Duration: 1 day Other Leaders
Invest: $300 USD per Leader Invest: $200 USD per Leader
Format: Blended Format: Face to Face or Virtual
ROI: Increased management competency ROI: Increased management competency

MANAGING GUESTS PRIORITES THE VOICE OF THE GUEST

Who Should Attend: Who Should Attend:
For Emerging Leaders to have increased confidence and skills in handling guest For Emerging Leaders to have increased confidence and skills in handling guest
priorities. priorities.
.
What We Cover
 Improve ability of team member to identify the guest needs and expectations What We Cover
 To develop professional attitude in handling the complaints or priorities  Understanding the Accor tools for Guest feedback
 To be able to provide the right service as solution to our guest  Look at key metrics used to manage the Guest experience
 To adopt Heartist mind-set to prioritize solutions  Know the part that Emerging Leaders play in service

Duration: 0.5 day Other Leaders Duration: 0.5 day Other Leaders
Invest: $100 USD per Leader Invest: $100 USD per Leader
Format: Face to Face or Virtual Format: Face to Face or Virtual
ROI: Rectification of Guest issues and increased RPS ROI: Rectification of Guest issues and increased RPS

TRAINER SKILL GIVING & RECEIVING FEEDBACK

Who Should Attend: Who Should Attend:
Required to become a department trainer capable of transferring their skills & For Emerging Leaders to have increased confidence and skills in managing employee
knowledge on the job. performance.

What We Cover What We Cover
 The Department Trainers roles and responsibilities  Distinguish the difference between feedback, Appreciation and Criticism
 Identify specific needs  Explain the reasons why feedback is a gift
 Transfer policies to skills  Explain the importance of Feedback to professional and personal development
 Plan and run on the job training  Assess your natural response towards feedback and its trigger
 Develop feedback coaching session with your team once a month

Duration: 2 days Other Leaders Duration: 0.5 day Other Leaders
Invest: $400 USD per Leader Invest: $100 USD per Leader
Format: Blended Format: Face to Face or Virtual
ROI: Increased management competency ROI: Increased management competency

PERSONAL LEARNING & DEVELOPMENT PLANS

Who Should Attend:
For Emerging Leaders to be able to assist the team to create real development plans
based on competency gaps

What We Cover
 Understanding competencies
 70-20-10 approach to development
 How to read and understand performance reviews
 Goal setting and removal of learning barriers

Duration: 0.5 day Other Leaders
Invest: $100 USD per Leader
Format: Face to Face or Virtual
ROI: Rectification of Guest issues and increased RPS

SALES FUNDAMENTALS

Who Should Attend:
All Sales teams need core competencies to close sales and deliver revenue. This session
ensure they know the Accor approach to selling and revenue generation.

What We Cover
 Effective sales calls
 Establishing a positive contact with prospects
 Opening dialog and listening effectively
 Understanding client requirements & presenting a sales pitch
 Handling objections and closing the deal

Duration: 2 days Other Leaders
Invest: $400 USD per Leader
Format: Face to face
ROI: Increased conversion rates and revenue generation

SALES NEGOTIATION

Who Should Attend:
All Sales teams need core competencies to negotiate and increase the profitability of the
business. This session ensure they know the Accor approach to negotiating and
profitable selling.

What We Cover
 Difference between selling and negotiating
 Master the 5 Golden rules for profitable negotiation
 Adjust the balance of power
 Avoid the buyer’s trap

Duration: 2 days Other Leaders
Invest: $400 USD per Leader
Format: Face to face
ROI: Increased conversion rates and profitability

PROFESSIONAL LEADERS

The step into leadership roles requires a fresh look at our approach. As Professional Leaders, we
look to provide increases scope for growth and a deeper understanding of modern leadership

approaches.

GLOBAL LEADERSHIP PATH – PROJECT MANAGEMENT
PROFESSIONAL LEADERS
Who Should Attend:
Who Should Attend: For all new managers in defining an employee experience in line with the Accor
The Professional Leaders Development Journey inspires business smart leaders to employee value proposition.
achieve our results by empowering and including others.
What We Cover
What We Cover  Describe 5 pillars of Diversity & Inclusion priority in Accor.
 This journey develops managers of people and equips them with the competencies  Identify a new opportunity to improve diversity culture within the hotel.
 Identify a problem & solution of a diversity case study.
required to lead a business successfully  Explain best practices.

Duration: 3 days + Digital and field assignments Other Leaders Duration: 0.5 day Other Leaders
Invest: $700 USD per Leader Invest: $100 USD per Leader
Format: Blended Format: Face to Face or Virtual
ROI: Increased management competency ROI: Increased business acumen

BRAND YOU! CREATIVE THINKING

Who Should Attend: Who Should Attend:
Identifying the personal brand you want as a leader. Providing clarity on your unique Equipping Leaders to have new skills in the development of creative solutions in
strengths as a leader. response to operational needs.

What We Cover What We Cover
 Critical review of the importance of brands  Explain the benefits of Creative thinking has on our business.
 Leadership as a brand  Describe ways of Creative thinking strategies and techniques.
 Aligning behaviors to your brand  Applying creative thinking method in your daily operation to WOW our guests.
 Creation of you personal brand  Identify creative thinking blockers.

Duration: 0.5 day Other Leaders Duration: 1 day Other Leaders
Invest: $100 USD per Leader Invest: $200 USD per Leader
Format: Face to Face or Virtual Format: Face to Face or Virtual
ROI: Increased retention rates and satisfaction ROI: Increased management competency

VALUING DIVERSITY CONFLICT RESOLUTION

Who Should Attend: Who Should Attend:
or all new managers in defining an employee experience in line with the Accor A practical session for all managers that need to manage conflict within a diverse team.
employee value proposition.
What We Cover
What We Cover  Identify a conflict and its sources.
 Describe 5 pillars of Diversity & Inclusion priority in Accor.  Distinguish the 5 different styles of handling conflict as per Thomas & Kilmann model.
 Identify a new opportunity to improve diversity culture within the hotel.  Improve confident in resolving a conflict.
 Identify a problem & solution of a diversity case study.
 Explain best practices.

Duration: 0.5 day Other Leaders Duration: 0.5 day Other Leaders
Invest: $100 USD per Leader Invest: $100 USD per Leader
Format: Face to Face or Virtual Format: Face to Face or Virtual
ROI: Increased management competency ROI: Increased retention rates and satisfaction

OPTIMAL EMPLOYEE EXPERIENCE HARRASSMENT IN THE WORKPLACE

Who Should Attend: Who Should Attend:
For all new managers in defining an employee experience in line with the Accor Ensuring our properties are free from harassment and our teams know we will take the
employee value proposition. appropriate action if there is a concern.

What We Cover What We Cover
 Explain what the importance of Employee Experience is  Define harassment
 Identify current practices for Employee Experience  Describe the common types of workplace harassment
 Identify new opportunity for Employee Experience  Identify actual cases of harassment
 Commitment to the Action Plan  Explain harassment solution techniques

Duration: 0.5 day Other Leaders Duration: 0.5 day Other Leaders
Invest: $100 USD per Leader Invest: $100 USD per Leader
Format: Face to Face or Virtual Format: Face to Face or Virtual
ROI: Increased retention rates and satisfaction ROI: Increased retention rates and satisfaction

TRAINER ASSESS OPERATIONAL COACHING

Who Should Attend: Who Should Attend:
Operational Managers who will be responsible for setting the level of on the job training A practical session for all managers to apply effective coaching techniques to their daily
required and assessing employees performance to ensure training is effective. lives .

What We Cover What We Cover
 Assessing and Identify performance gaps  What coaching really is
 Identify the competency of their team  Practical models to increase capability and confidence in your team
 Analysis of performance gap  Having real development conversations
 Embracing the modern leadership approach

Duration: 1 days + field assignments Other Leaders Duration: 0.5 day Other Leaders
Invest: $250 USD per Leader Invest: $100 USD per Leader
Format: Face to Face Format: Face to Face or Virtual
ROI: Effective operational training and efficiency ROI: Increased retention rates and team cohesion

TRAINER DIMENSION

Who Should Attend:
Property Learning & Development Manager who will become an Academy Certified
Trainer.

What We Cover
 Characteristic of effective facilitator
 Communication techniques
 Reading leaders guides and setting up a training session
 Facilitating training sessions including activities
 Evaluating post training
 Training assessment

Duration: 2 days + Assessment Other Leaders
Invest: $500 USD per Leader
Format: Face to Face
ROI: Reduced training costs

EXECUTIVE LEADERS

As Executive Leaders grow the capabilities shift from operational or technical into those around
professional competence. We look to support as the culture of is demonstrated on a daily basis.

GLOBAL LEADERSHIP PATH – ACCELERATING BUSINESS ACUMEN
EXECUTIVE LEADERS
Who Should Attend:
Who Should Attend: Executive Leaders who want to gain confidence in their financial literacy and business
The Executive Leaders Development Journey creates influential risk takers who acumen
confidently implement business strategies and grow successful teams.
What We Cover
What We Cover  Understand Company Financial Data and its importance for great business decision
 This journey develops department heads and equips them with the competencies  Mastering the tools – P&L, Balance Sheet, Your Performance Ratios
 Sharpen Tactful Business Strategy Ability
required to lead a business strategy successfully  Mastering your Hotel Management Agreement

Duration: 3 days + Digital and field assignments Other Leaders Duration: 2.5 day Other Leaders
Invest: $900 USD per Leader Invest: $600 USD per Leader
Format: Blended Format: Face to Face
ROI: Increased management competency ROI: Increased business acumen

1st 90 DAYS OUTLOOK FOR MANAGERS

Who Should Attend: Who Should Attend:
Executive Leaders who want critical success strategies as they move into a new role. For all of us who need to manage our email effectively
.
What We Cover
 In depth review of the First 90 Days framework. What We Cover
 Defining your goals - for you, your teams and your new property  Discover all the functions of Outlook your didn't know they existed.
 Design a plan for your next 90 days and identify ways to deliver results immediately.  Learn how to use Outlook as a time management tool.
 Understand how to record and report time pressures in your role
 Align your time with key business priorities

Duration: 3 days Other Leaders Duration: 1 day Other Leaders
Invest: $700 USD per Leader Invest: $250 USD per Leader
Format: Face to Face Format: Face to Face or Virtual
ROI: Reduced training costs ROI: Increased business acumen

TALENT & CULTURE TOOLS TRAINER PRO

Who Should Attend: Who Should Attend:
This session is designed to ensure all Executive Leaders are aware of the Accor tools For any leaders that need to design and develop training programs or conduct effective
available to lead our teams most effectively. product launches.

What We Cover What We Cover
 The role of Talent & Culture in the hotel  Identifying a Learning Need
 Workforce planning (recruitment, onboarding)  Designing a Learning Module
 Growing & developing capacity (performance reviews and development)  Instructional design
 Employee engagement
 Performance Management
 Talent & Culture Tools

Duration: 1 day Other Leaders Duration: 3 days Other Leaders
Invest: $250 USD per Leader Invest: $700 USD per Leader
Format: Face to Face Format: Face to Face
ROI: Increased management competency ROI: Reduced training costs

ALL STAR ACTIVIST PROFESSIONAL PRESENTATION SKILLS

Who Should Attend: Who Should Attend:
We know the power of loyalty! The ALL Star Activist is key to ensuring our whole team Executive Leaders who want to gain confidence in their presentation delivery skills
are ready to Live Limitless!
What We Cover
What We Cover  Preparation of logical, clear and understandable speeches
 Identification of strategy  Structure and preparation of presentation
 Clarity on action points  Communication skills during the presentation
 Specific to property  Attracting interests
 Whole of hotel activations  Difficult situations
 Critical review of success

Duration: 1 day Other Leaders Duration: 1 day Other Leaders
Invest: $300 USD per Leader Invest: $250 USD per Leader
Format: Face to Face Format: Face to Face or Virtual
ROI: Increased performance with engaged loyal guests ROI: Increased influence and persuasion

STRATEGIC LEADERS

Given the operational mastery of Strategic leaders, we look to refine leadership and provide
greater skills required for those creating and executing strategy for a division or a property.

LEADING IN LUXURY MAXIMIZING OWNER VALUE PROPOSITIONS

Who Should Attend: Who Should Attend:
This pathway is for nominated and invited Star Midscale General Managers. A series of virtual podcasts delivered by key experts designed to support the General
Managers.
What We Cover
A talent Development Program designed to grow star midscale General Managers into What We Cover
the Luxury Segment by giving them the skill, knowledge through an immersive 9 month Enhance your ability to confidently become a business partner to our owners able to
journey in the world of luxury . (Selection through a series of assessments - OPQ testing, guide them through strategic investment in our various services in order to maximize
Hotel Review & Audit, self-assessment essay and a panel interview. Attendees nominated value in their business
through regional talent & culture teams

Duration: 9 months Other Leaders Duration: Ongoing Other Leaders
Invest: 4 trips to Singapore. AAPC to cover costs. Invest: $250 USD per 5 podcasts
Format: Face to Face Format: Podcasts, case studies and field assignments
ROI: Increased effectiveness and influence ROI: Increased influence and persuasion

SHARPEN THE SAW / MASTER CLASS LEADERSHIP IN MOTION

Who Should Attend: Who Should Attend:
Trust powers results. This program is for those interested in creating an environment This session is by invite only and for Star Performers in Inspiring and Strategic Leader
that increases performance and delivers greater results through a climate of trust. levels.

What We Cover What We Cover
Sharpen the Saw – A series of virtual classes run “live” by key experts designed to  Two modules of face to face workshops,
sharpen the skills and knowledge of our network of General Managers . A variety of  Three on-line sessions,
topics around know how / business strategy  Reading assignments,
Master Class – A series of virtual classes designed to sharpen the skills and knowledge  Coaching sessions
base of our property talent & culture leaders. A variety of topics including recruitment,  Co-development,
compensation, learning, and occupational know how.  Meeting with entrepreneurs

Duration: Ongoing Other Leaders Duration: 2 days + Digital feedback session + 360⁰ assessment Other Leaders
Invest: AAPC to cover costs Invest: $3,000 USD per Leader
Format: Webinars Format: Face to Face
ROI: Latest trends, RPS, engagement ROI: Increased leadership capability and awareness

7 HABITS OF HIGHLY EFFECTIVE PEOPLE COACHING IN THE WORKPLACE

Who Should Attend: Who Should Attend:
The 7 Habits of Highly Effective People is to help you lead your life in a truly effective Two-day leadership program designed to train leaders to use coaching techniques in
way. They represent a proven process of personal and interpersonal growth. their work relationships, and thus gain the advantages of a coach approach

What We Cover What We Cover
 Focus and act on what can be controlled and influenced, instead of what can’t.  Discover coaching as a powerful management and leadership model
 Define clear measures of success and create a plan to achieve them.  Learn, experience and practice “state-of-the-art” coaching techniques
 Prioritize and achieve the most important goals instead of reacting to urgencies.  Understand the structure and process of integrating a coach approach to
 Develop innovative solutions that leverage diversity and satisfy all key stakeholders. management
 Collaborate more effectively with others by building high-trust relationships.  Apply learning within the workplace immediately.

Duration: 2 days Other Leaders Duration: 2 days Other Leaders
Invest: $1,000 USD per Leader Invest: $600 USD per Leader
Format: Face to Face Format: Face to Face
ROI: Increased effectiveness and influence ROI: Increased influence and persuasion

LEADING AT THE SPEED OF TRUST THE EMOTIONALLY INTELLIGENT LEADER

Who Should Attend: Who Should Attend:
Trust powers results. This program is for those interested in creating an environment Executive Leaders who want to gain confidence in their presentation delivery skills
that increases performance and delivers greater results through a climate of trust.

What We Cover What We Cover
 Choose to make building trust an explicit goal in your work.  Explore the neuroscience of emotions and emotional intelligence,
 Learn how others perceive your trustworthiness from your tQ™ Report.  Examine tools and techniques for effectively asking for, and responding to, feedback,
 Understand the real, measurable Trust Taxes you are paying  Explore techniques for developing self and other awareness,
 Change Trust Taxes to Trust Dividends  Examine how we can use reactive and proactive techniques to build our resilience
 Make action plans for Building Trust Accounts and effectively manage strong emotions, and
 Begin using the Language of Trust  Explore an approach for facilitating engagement discussions with staff members.

Duration: 2 days Other Leaders Duration: 1 day + Digital feedback session + 360⁰ assessment Other Leaders
Invest: $1,000 USD per Leader Invest: $750 USD per Leader
Format: Face to Face Format: Face to Face
ROI: Increased performance and greater results ROI: Increased influence and persuasion

INSPIRING LEADERS

Given the impact and scope of the Inspiring leader the development is targeted and
personalized. We partner with you to ensure increased capability and proficiency.

LEADING IN LUXURY MAXIMIZING OWNER VALUE PROPOSITIONS

Who Should Attend: Who Should Attend:
This pathway is for nominated and invited Star Midscale General Managers. A series of virtual podcasts delivered by key experts designed to support the General
Managers.
What We Cover
A talent Development Program designed to grow star midscale General Managers into What We Cover
the Luxury Segment by giving them the skill, knowledge through an immersive 9 month Enhance your ability to confidently become a business partner to our owners able to
journey in the world of luxury . (Selection through a series of assessments - OPQ testing, guide them through strategic investment in our various services in order to maximize
Hotel Review & Audit, self-assessment essay and a panel interview. Attendees nominated value in their business
through regional talent & culture teams

Duration: 9 months Other Leaders Duration: Ongoing Other Leaders
Invest: 4 trips to Singapore. AAPC to cover costs. Invest: $250 USD per 5 podcasts
Format: Face to Face Format: Podcasts, case studies and field assignments
ROI: Increased effectiveness and influence ROI: Increased influence and persuasion

SHARPEN THE SAW / MASTER CLASS LEADERSHIP IN MOTION

Who Should Attend: Who Should Attend:
Trust powers results. This program is for those interested in creating an environment This session is by invite only and for Star Performers in Inspiring and Strategic Leader
that increases performance and delivers greater results through a climate of trust. levels.

What We Cover What We Cover
Sharpen the Saw – A series of virtual classes run “live” by key experts designed to  Two modules of face to face workshops,
sharpen the skills and knowledge of our network of General Managers . A variety of  Three on-line sessions,
topics around know how / business strategy  Reading assignments,
Master Class – A series of virtual classes designed to sharpen the skills and knowledge  Coaching sessions
base of our property talent & culture leaders. A variety of topics including recruitment,  Co-development,
compensation, learning, and occupational know how.  Meeting with entrepreneurs

Duration: Ongoing Other Leaders Duration: 2 days + Digital feedback session + 360⁰ assessment Other Leaders
Invest: AAPC to cover costs Invest: $3,000 USD per Leader
Format: Webinars Format: Face to Face
ROI: Latest trends, RPS, engagement ROI: Increased leadership capability and awareness

7 HABITS OF HIGHLY EFFECTIVE PEOPLE COACHING IN THE WORKPLACE

Who Should Attend: Who Should Attend:
The 7 Habits of Highly Effective People is to help you lead your life in a truly effective Two-day leadership program designed to train leaders to use coaching techniques in
way. They represent a proven process of personal and interpersonal growth. their work relationships, and thus gain the advantages of a coach approach

What We Cover What We Cover
 Focus and act on what can be controlled and influenced, instead of what can’t.  Discover coaching as a powerful management and leadership model
 Define clear measures of success and create a plan to achieve them.  Learn, experience and practice “state-of-the-art” coaching techniques
 Prioritize and achieve the most important goals instead of reacting to urgencies.  Understand the structure and process of integrating a coach approach to
 Develop innovative solutions that leverage diversity and satisfy all key stakeholders. management
 Collaborate more effectively with others by building high-trust relationships.  Apply learning within the workplace immediately.

Duration: 2 days Other Leaders Duration: 2 days Other Leaders
Invest: $1,000 USD per Leader Invest: $600 USD per Leader
Format: Face to Face Format: Face to Face
ROI: Increased effectiveness and influence ROI: Increased influence and persuasion

LEADING AT THE SPEED OF TRUST THE EMOTIONALLY INTELLIGENT LEADER

Who Should Attend: Who Should Attend:
Trust powers results. This program is for those interested in creating an environment Executive Leaders who want to gain confidence in their presentation delivery skills
that increases performance and delivers greater results through a climate of trust.

What We Cover What We Cover
 Choose to make building trust an explicit goal in your work.  Explore the neuroscience of emotions and emotional intelligence,
 Learn how others perceive your trustworthiness from your tQ™ Report.  Examine tools and techniques for effectively asking for, and responding to, feedback,
 Understand the real, measurable Trust Taxes you are paying  Explore techniques for developing self and other awareness,
 Change Trust Taxes to Trust Dividends  Examine how we can use reactive and proactive techniques to build our resilience
 Make action plans for Building Trust Accounts and effectively manage strong emotions, and
 Begin using the Language of Trust  Explore an approach for facilitating engagement discussions with staff members.

Duration: 2 days Other Leaders Duration: 1 day + Digital feedback session + 360⁰ assessment Other Leaders
Invest: $1,000 USD per Leader Invest: $750 USD per Leader
Format: Face to Face Format: Face to Face
ROI: Increased performance and greater results ROI: Increased influence and persuasion

PROPERTY SESSIONS

At times we need a fresh approach to find innovative and sustainable solutions. Accor Academy
is there when you need. Looking to assist your team to find the right approach and challenge
them to be more.

LUXURY LEADERSHIP: STRATEGY, PURPOSE & PROPERTY STRATEGY SESSION
CULTURE
Who Should Attend:
Who Should Attend: A specific individual program developed on your properties needs, intervention,
Opening & Operating a luxury hotel successfully can be incredibly successful paired strategy, team development, increased capability, creativity session.
with this 2 day leadership intervention .
What We Cover
What We Cover In this workshop style event we work with your team to craft their strategy for the
Designed for both pre-opening, integrations and new hotel teams , The Academy coming 2 years. Not only for openings but for any property that is looking to align the
Director will curate a 2 day experience for the key leadership team which results in a team, ensure guest and team satisfaction while creating a true team bond.
unifying purpose and defining a leadership culture to optimize the efficiency of a luxury
hotel and drive results.

Duration: Based on requirements Duration: Based on requirements
Invest: Based on requirements Invest: Based on requirements
Format: Face to Face Learning , Immersive & Experiential Format: Face to Face Learning , Immersive & Experiential
ROI: Based on requirements ROI: Based on requirements

TEAM DEVELOPMENT – TEAM STRENGTHS

Who Should Attend:
Create a build a culture of celebrating differences and cohesion through the Gallup
strengths finder.

What We Cover
When your whole team not only recognize their strengths but also those of their
colleagues you will be amazed by the synergy created. Designed to celebrate the
strengths of your team as individuals and also as a collective. Perfect for teams coming
together and at times storming.

Duration: 2 days
Invest: Based on requirements
Format: Face to Face Learning , Immersive & Experiential
ROI: Increased performance, cohesion and greater results

CULTURE / DIGITAL

At Accor, hotels are at the heart of who we are. To support our Heartists we facilitate the
emotional connection needed through all possible means. We transform our teams with
experiential learning and embrace digital to allow everyone to learn and grow at their pace.

OUR LEADERSHIP PROMISE – LUXURY HOTELS LEARNING CENTER (AHLC)

Who Should Attend: Who Should Attend:
All leaders within our Luxury Brands All Talent and Culture Leaders within Raffles, Fairmont and Swissotel Brands

What We Cover What We Cover
 Read, watch videos, complete exercises, reflect on their real experiences
 Discuss with their immediate leader  Our Leadership Promise
 Attend Leader Labs  Functions Specific Courses
 Commit to new behaviors  Learning Partners
 T&C Tools
 NCA materials

Duration: Series Other Leaders Duration: Ongoing Other Leaders
Invest: $350 USD per Leader Invest: $500 USD per Leader
Format: Digital Format: Digital
ROI: Adoption of the Accor leadership approach ROI: Greater insights to leading in luxury

ESSENTIAL F&B MANAGER LUXURY BRAND & SERVICE CULTURE INDUCTION

Who Should Attend: Who Should Attend:
Trust powers results. This program is for those interested in creating an environment All new employees of Luxury hotels as an onboarding experience.
that increases performance and delivers greater results through a climate of trust.
What We Cover
What We Cover  Understanding and connection with Luxury
 Optional F&B learning  Induction into the service culture required in Luxury
 Available through AHLC- for luxury properties

Duration: Ongoing Other Leaders Duration: Ongoing Other Leaders
Invest: $750 USD per Leader Invest: $70 USD per Leader
Format: Digital Format: Digital
ROI: Increased human skills ROI: Increased connection to luxury

LOYALTY TRAINING – LOYALTY FOR SALES

Who Should Attend:
All property sales team members

What We Cover
This program is designed to empower and support the sales team in advocating the
value and incorporating loyalty in B2B customer interactions. It also includes contents
from our meeting planner program.

Duration: 2 days
Invest: $450 USD per Leader.
Format: Face to Face
ROI: Improve Market share via royalty program

ALL STAR ACTIVIST

Who Should Attend:
We know the power of loyalty! The ALL Star Activist is key to ensuring our whole team
are ready to Live Limitless!

What We Cover
 Identification of strategy
 Clarity on action points
 Specific to property
 Whole of hotel activations
 Critical review of success

Duration: 1 day
Invest: $300 USD per Leader
Format: Face to Face
ROI: Increased performance with engaged loyal guests

ACCREDITATIONS

As we continue to grow we need to ensure we can activate as a community and draw upon and
increase the capability of our networks. Through accreditations we develop communities of
expertise for critical job families.

HEARTIST TRANSFORMER All STAR TRANSFORMER

Who Should Attend: Who Should Attend:
An appointed Hotel Heartist Transformer who is passion in creating team culture, or any Team members who are the property champion or “Loyalty Activist” or ALL Star
team leaders from a hotel / corporate level. General Managers MUST be Transformers. transformer

What We Cover What We Cover
 Campaigns 0-5 in the Heartist Journey
 Creating culture for Heartist  Full accreditation
 Presentation skills  Complete review of loyalty programs
 Transformation in action  Technical briefing
 Delivery of tools

Duration: 2 days Other Leaders Duration: 2 days Other Leaders
Invest: $300 USD per Leader Invest: $400 USD per Leader
Format: Face to Face Format: Face to Face
ROI: Reduced training costs – Increased RPS ROI: Reduced training costs – Increased RPS

HEARTIST TRANSFORMER – THE NEXT STEPS BRAND ACCREDITATION

Who Should Attend: Who Should Attend:
An appointed Hotel Heartist Transformer who is passion in creating team culture, or your Property Learning & Development Manager who will be responsible for the delivery of
Learning and Development specialist. General Managers MUST be Transformers. brand sessions in the hotel.

What We Cover What We Cover
 Campaigns 5 – 9  Core elements of the Global brand training packages
 Leading the culture for Heartist  Understanding of the core requirements to the session
 Taking the next steps in transformation  Application of core brand activities and required resources
 Creating a higher level of team engagement

Duration: 2 days Other Leaders Duration: 2 days Other Leaders
Invest: $300 USD per Leader Invest: $400 USD per Leader
Format: Face to Face Format: Face to Face
ROI: Reduced training costs – Increased RPS ROI: Reduced training costs – Increased RPS

MASTER CERTIFIED TRAINER CERTIFIED TRAINER - LEARNING

Who Should Attend: Who Should Attend:
Master Certified Trainers are an extension of the Academy team and are entrusted to Property Learning & Development Manager who will become an Academy Certified
develop and run sessions. Trainer.
What We Cover
 Identifying a Learning Need What We Cover
 Designing a Learning Module  Characteristic of effective facilitator
 Instructional design  Communication techniques
 Reading leaders guides and setting up a training session
 Facilitating training sessions including activities
 Evaluating post training
 Training assessment

Duration: 3 days Other Leaders Duration: 2 days + Assessment Other Leaders
Invest: $500 USD per Leader Invest: $500 USD per Leader
Format: Face to Face Format: Face to Face
ROI: Reduced training costs ROI: Reduced training costs

TRAIN THE TRAINER

Who Should Attend:
Team members who are the departmental champion for on the job training and require
skills in on the job training and also assessment of teams competency.

What We Cover
 The Department Trainers roles and responsibilities
 Identify specific needs
 Conduct on the job training
 Identify the competency of their team
 Analysis of performance gap

Duration: 3 days Other Leaders
Invest: $500 USD per Leader
Format: Face to Face
ROI: Reduced training costs – Increased RPS

SPECIALIST PROGRAMS

Through the expertise of the Singapore Leadership team a number of Global and Regional
initiatives have been developed. The team work in concert with the team in USE and NEA to

ensure these can be delivered to the teams.

ACCOR ROOMS ACADEMY RAFFLES BUTLER ACADEMY

Who Should Attend: Who Should Attend:
Rooms Division Managers, Key team members in Rooms, Front Office Managers, Raffles Head Butlers
Reservations Managers, Revenue Managers
What We Cover
What We Cover Designed to upskill and unify knowledge and operational know how of every Head
Designed to provide Operational Leaders with real takeaways and tools to bring our Butler at every Raffles property , making training of the highest luxury service standards
guest experience strategy to life. Also a perfect fit for General Managers / Hotel Managers a sustainable way of life . Head butlers will be equipped with a toolkit for bringing a
new to our region or an operational head in need of Rooms expertise. Finally a great way structured Raffles butler training experience to life at their properties
to invest in rising stars being groomed for a functional head role.

Duration: 22 days Duration: 5 days
Invest: $950 USD per Leader. Invest: $2,000 per leader
Format: Face to Face Format: Face to Face
ROI: Improve Rooms Division acumen ROI: Enhance butler & guest experience

ACCOR FOOD AND BEVERAGE ACADEMY ACCOR CERTIFIED TRAINER ACADEMY

Who Should Attend: Who Should Attend:
Food & Beverage Managers, Executive Chefs, Key team members in F&B, F&B guest All property Learning and Development Managers.
experience professionals, F&B Marketing Managers/key persons
What We Cover
What We Cover  Accor Strategy for region
Designed to provide Operational Leaders with real takeaways and tools to bring our  Talent Development initiatives
guest experience strategy to life. Also a perfect fit for General Managers / Hotel Managers  New Certified Trainer programs
new to our region or an operational head in need of Food and Beverage expertise. Finally  Latest Brand updates
a great way to invest in rising stars being groomed for a functional head role.  Professional development

Duration: 3 days Duration: 3 days
Invest: $950 USD per Leader. Invest: $950 USD per Leader.
Format: Face to Face Format: Face to Face
ROI: Improve Food and Beverage acumen ROI: Reduced training costs and increased facilitation skills

RM CAMPUS - DIGITAL CAMPUS -
RM & PRICING PERFORMANCE DIGITAL DISTRIBUTION PERFORMANCE

Who Should Attend: Who Should Attend:
Mandatory for all GMs and RM community talents. Recommended for topline function GMs, Digital teams, Sales & marketing leaders. Professional leaders and above.
leaders. Professional leaders and above.
What We Cover
What We Cover Knowledge on designing a digital marketing strategy and implementation of tools and
 Foundations of Revenue, Pricing and Data Management methods in the hotel. The contents of this training are derived from the opinions
gathered from surveys with hotels’ GMs. This training is also supported by online
within my industry, my company and my country modules and hotel auditing tools.
 Foundations of Distribution, web & channel management

within my industry, my company and my country
 Prepare , set up, monitor, share and assess my strategy

Duration: 3 days Duration: 2 days
Invest: $800 USD per Leader. Invest: $650 per leader
Format: Face to Face Format: Face to Face
ROI: Increased business acumen ROI: Greater Revenue management

RM CAMPUS - ACCOR SALES CAMPUS –
PERFORMANCE OPTIMIZATION WORKSHOP GLOBAL SALES

Who Should Attend: Who Should Attend:
All GMs and RM community talents. Recommended for topline function leaders. New and existing Accor Sales Managers and Directors.
Professional leaders and above.

What We Cover What We Cover

 Basic Golden Rules of RM  How do clients perceive our values
 RM Procedures and RM Scoring
 Forecasting and DPF  How to set the right guest intimacy level
 How to be efficient in our sales meeting preparation
 Tracking and Market Performance  How to take the lead with an impactful value based pitch
 New Rate Architecture
 Leisure Strategy & Best Price Guarantee  How to understand value drivers and influence our contacts
 How to leading impactful value based pitch.
.Duration: .Duration:
2 days 2 days
Invest: $400 USD per Leader.
Format: Face to Face Invest: $800 USD per Leader.
Format: Face to Face
ROI: Improve Revenue Management ROI: Increased Sales performance

ACCOR SALES CAMPUS – ACCOR SALES CAMPUS –
SELL ACCOR VALUE ADVANCED NEGOTIATION

Who Should Attend: Who Should Attend:
Recommended for sales leader. Professional leaders and above. GMs, Digital teams, Sales & marketing leaders. Professional leaders and above.

What We Cover What We Cover
Global sales training with the ambition to improve sales efficiency through a shared  Develop Individual skills through practice & Exchange
Accor methodology and ensuring our clients & Sales team feel valued. Key contents  Understand and execute an effective negotiation process
focusing on understanding how clients perceive our value and leading an impactful  Set the negotiation frame and Take the leadership
value based pitch.  Discover their interest – Broaden their view of their needs
 Win their preference – Induction & Influence
 Form Your Offer & Close the deal

Duration: 2 days Duration: 2 days
Invest: $650 USD per Leader. Invest: $650 USD per leader
Format: Face to Face Format: Face to Face
ROI: Increased Sales performance ROI: Increased Sales performance

TRACK TO OMNICHANNEL STRATEGY TRACK TO MICE PEAK PERFORMANCE

Who Should Attend: Who Should Attend:
Recommended for Sales members managing the corporate and leisure segment. Executive leaders who want to improve their MICE segment.
Emerging leaders and above
What We Cover
What We Cover  MICE segment overview and the Accor strategy
The Omnichannel vison is to actively grow and steer the mix of all available channels and  MICE distribution channels
segments to optimize total net RevPAR. In this program, we focus on Accor sales tools,  Quoting for profitable piece of business using Revenue Management tools
processes, strategies and offers to achieve the commercial, economic and strategic  Standard practices and customized action plans
objectives  Professional proposals and follow up

Duration: 2 days Duration: 2 days
Invest: $450 USD per Leader. Invest: $450 USD per leader
Format: Face to Face Format: Face to Face
ROI: Increased MICE activation ROI: Increased Sales performance

4
SUPPORT AND CLARITY

We understand keeping up to date with all development options can be difficult.
Accor Academy is your business partner for all your learning and development needs.

If you ever have a question please let us know so we can assist.



Accor Academy Enrollment Form

By signing the below, my Owner has agreed to pay the training fee for the course name indicated.
The price of course is stated in the Academy Catalogue and has been communicated to Owner/ Owner Representative.
In addition, the Owner agrees to bare any extra charges if property does not comply with Academy Policies.

OFawcnileitra&torGeneral Manager Approvals

COURSE NAME : NUMBER OF PRICE:
PARTICIPANT(s):

HOTEL NAME : TRAINING DATE(s):

ADDRESS OF COMPANY TO BE INVOICED:

Training Fee is per participant or else as indicated and it is in US DOLLAR ($) and net of relative withholding tax.
Travelling costs from the city of instructor’s office to hotel, accommodation, meals and laundry fee for the instructor throughout the training are
NOT included in any of the above training fees and have to be borne by the participating hotels.

Payment should be made and settled within 30 days upon receipt of the invoice.

Accor Academy reserves the rights to postpone any session in the event that minimum numbers of required participants are not reached.

Accor Academy Corporate Enrollment Form

By signing the below, I agree to pay the training fee for the course name indicated.
The price of course is stated in the Academy Catalogue and has been communicated to the Executive Committee.
In addition, the Excom agrees to bare any extra charges if property does not comply with Academy Policies.

EFxacciolimtaAtoprprovals

COURSE NAME : NUMBER OF PRICE:
PARTICIPANT(s):

CORPORATE DEPARTMENT: TRAINING DATE(s):

CORPORATE OFFICE TO BE INVOICED:

HOD SIGNATURE:

Training Fee is per participant or else as indicated and it is in US DOLLAR ($) and net of relative withholding tax. EXCOM SIGNATURE:
Travelling costs from the city of instructor’s office to hotel, accommodation, meals and laundry fee for the instructor throughout the training are
NOT included in any of the above training fees and have to be borne by the participating hotels.

Payment should be made and settled within 30 days upon receipt of the invoice.

Accor Academy reserves the rights to postpone any session in the event that minimum numbers of required participants are not reached.


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