Business partner guide

Learning and Development
Business Partner
2020

ACCOR ACADEMY UPPER SOUTH EAST AND NORTH EAST ASIA

Learning and Development

The Accor Academy• Who is Accor• What is a Certified• The flow to plan• Enrollment • Dress code
Certified TrainersAcademy?Trainer• Personal• Cancellations • Phones
• Reporting • Recording sessions
Planning for Training• What is the role of• Certified Trainersdevelopment plans• Feedback• Photographs
Accor Academy? pathway • Learning needs • Grievances • Copies of
The HOW• Additional
(ADMIN & TOOLS)• Who is in my• What can I train?plannerpresentations
Attending SessionsAcademy?• What can’t I train?• Special needsresources• Guests
• I want to be a • ROI and ROE
• What is the
approach to Master CT
learning and • Intellectual
development?
property
• What we can do
for you

1
The Accor Academy

Who is 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 your Hospitality
Learning Network…

What is the role of AA?

The reason Accor Academy exists is to
deliver the following:

1. Develop a workforce that is ready to
deliver as we continue to transform

2. Build greater loyalty from our team as
they grow and develop in Accor

3. Add a competitive advantage on our
competition through the attraction,

retention and development of key talent

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

RELATABLE INSIGHTFUL CHALLENGED ENLIGHTENED

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

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



What is our approach to learning and development?

Industry Insiders

• Learning used to be structured and consistent for all. It didn’t matter what we knew it was the
program that was important

• We in the Academy work to be flexible and responsive to deliver what you need

Transformational learning

• It’s no longer a program or a session that increases skills but a series of learning
that takes place over time

CONNECTED GLOBAL COMMUNITY

• If we don’t know, we google it! We don’t wait to learn anymore

Challenged

• No one can absorb a weeks worth of training. For learning to change behavior it needs three
things… New ideas…. Practice… and being able to check it worked…

• We work on the LEARN, DO, CHECK approach… It works!

Learning changes behavior!

• The only reason to run a session is to create change. To be highly effective you need to know
the change you need.

Who is in my Academy?

As the head of the Academy John’s primary focus is on the
delivering of the learning and talent needs and making sure we

add real value as an Academy. Reach out if you would like
assistance with:

John Timson • The Global and Regional Academy solutions
• Influencing owners to support developing our teams
Director Academy Accor • Creating specific solutions for hotels
& Talent Development • Working with external suppliers
• How we can be better business partners
Upper Southeast and Northeast Asia and The Maldives • Supporting new brands as they join the Accor family.

Khun Gig, is the heart of our Academy Operations & the definition
of a #girlboss !

Khun Gig is the master of the following and can help you with:

Pannapa (Gig) Chuemongkholsakul • Coordinating USE and NEA programs
• Coordination of Singapore Programs
Learning & Development Coordinator • Asia projects
Upper Southeast and Northeast Asia and The Maldives • Reporting and administration
• Payments, enrollments and cancellations (especially

last minute ones!)

As the ………………………………………………………………
…………………………………………………………………………………………………………………………………….

Academy. Reach out if you would like assistance with:

• …...
• …………..
• …………………..
• ……………………
• …………………..

Jonathan Waltham

Talent Development Executive
Upper Southeast and Northeast Asia and The Maldives

As the ………………………………………………………………
…………………………………………………………………………………………………………………………………….

Academy. Reach out if you would like assistance with:

Wilaiwan (Aor) Schroeder • Facilitating sessions for your property
• Matching sessions to your LNP
National Learning & Development Manager • Opening learning to more employees
Thailand, Cambodia and Laos • Running property sessions
• Supporting our Master Certified Trainers
• Helping you maximize your training budget
• Activating Certified Trainers

As the ………………………………………………………………
…………………………………………………………………………………………………………………………………….

Academy. Reach out if you would like assistance with:

Mashida (Porsche) Musiganan • …...
• …………..
National Learning & Development Executive • …………………..
Thailand, Cambodia and Laos • ……………………
• …………………..

Atina (Angie) Lad-on As the ………………………………………………………………
…………………………………………………………………………………………………………………………………….
Learning & Development Executive
Southern Thailand Academy. Reach out if you would like assistance with:

• …...
• …………..
• …………………..
• ……………………
• …………………..

A very exciting time for AJ to join the team. AJ has taken over the
very diverse and spread out area of Myanmar, The Philippines,
Cambodia, Laos and the Maldives. Like all our National L&D
Managers this role is key to providing localized support for his
properties. AJ comes with incredible Accor experience and

expertise in Learning and Development. While he is based out of
Novotel Araneta, you may be luckier checking airport lounges.

AJ Dela Fuente • Facilitating sessions for your property
• Matching sessions to your LNP
National Learning & Development Manager • Opening learning to more employees
The Philippines, Myanmar and The Maldives • Running property sessions
• Helping you maximize your training budget
• Activating Certified Trainers

We are very excited to have Sierra Jeong take charge of our
Academy in South Korea. Like all our National L&D Managers this

role is key to providing localized support for our Korean
Properties. Sierra comes with incredible Accor experience and

expertise in Learning and Development

Sierra (Sooknyeo) Jeong • Facilitating sessions for your property
• Matching sessions to your LNP
National Learning & Development Manager • Opening learning to more employees
South Korea • Running property sessions
• Helping you maximize your training budget
• Activating Certified Trainers

Tomoko san has taken her role to heart by building relationship
with our Academy team and leads the Learning and

Development for our Japan Hotels. With an incredible back
ground in L&D, Tomoko san is an incredible business partner

specializing in:

Tomoko Nakazato • Facilitating sessions for your property
• Matching sessions to your LNP
National Learning & Development Manager • Opening learning to more employees
Japan • Running property sessions
• Helping you maximize your training budget
• Activating Certified Trainers for Japan

2

Certified Trainer

Grow With Us

What is a Certified Trainer?

Certified Trainers have completed the Accor Academy
Accor Academy certification in adult National Learning & Development Manager
learning. The roles vary from on the job
training to leading sessions for an area or Master Certified Trainer

on behalf of the Academy Certified Trainer-Learning

Departmental Trainer and Assessor

On The Job Trainer

What can Certified Trainers – Learning train?

What can’t I train?

Certified Trainer – Learning are able to train the LEARNING AND
programs accredited to them and any DEVELOPMENT

programs they develop within their hotel. SOLUTIONS
At no stage are Certified Trainers – Learning
permitted to run sessions that have not been 2020

officially transferred to them by Accor
Academy team.

I want to be a Master CT

Master Certified Trainers are representatives of the Accor Academy.
They are activated when there is a regional requirement to be delivered.
The Master Certified trainers are under development to take roles within the Academy when positions

are available.
To become a Master Certified Trainer you are to meet the currency requirements below and be

identified as a Star performer.

Intellectual Property

“will we get a copy of the presentation?”

Content can be Presentations used during our
training sessions.
The Academy team works hard to create
customized content to deliver at all sessions.
This content is owned by us and therefore will not
be distributed.
If you would like to know which content your
certified trainers are able to train , refer to the
Certified trainer section on page.

3

Planning For Training

Personal Learning and
Development Plan

Learning Need Analysis

Planning for Training

Complete your Complete personal Conduct Complete your
Personal learning learning Department Head Learning Need

development development plans interviews Plan
reviews

Submit for Return to you Check calendar for Prepare
approval from your National Learning sessions registrations and
and Development
GM enrollments
Manager

Confirm owner Confirm
approval attendance

What is a PDP?

A Personal Learning & Development Plan ( PDP)
is a document to help your team members plan their career

development & growth plan.

Why do we do it ?

Your Personal Learning & Development Plan should be designed
around existing strengths & gaps between performance in your

current role and the Accor Leadership Capability Framework.

It aims to formalize an action plan to improve your current
performance or prepare you to move to a new role.

How do we use it ?

The PDP assists your team
members to select the most
appropriate learning activities for
their development taking into
consideration the alignment of the
Accor Leadership Capability
Framework.

What is a Learning Needs Planner?

The Learning Needs Planner ( LNP) is document that helps your L&D / T&C Manager
plan your properties Learning & Development needs for the next 6 months.

? 2020

WHEN

This document must be submitted 2
times a year. You will receive
request from Director of the

Academy and you are required to
complete and fill in a timely.

End of December & End of May

? John Timson

WHO [email protected]

Special Needs

If you would like a specific program
for your property please contact

ROI
&
ROE

Business Partner Approach

Return on Investment/Return on Expectation

The Academy is committed to ensuring our programs have the greatest impact and deliver on the
expectations and results that your Owners, General Managers and Guests have.

For each session we have a quantifiable return for each program we have in our portfolio.

ROI :Return on investment
Dollar figure increase or cost saving
from having attendees in the
program

ROE : Return on expectation
Delivery of a solution to a challenge
or securing an opportunity

Our approach to ROI or ROE is based on…

Improve Correction of employee Reduce time
guest hotel challenges engagement to
and pain point
satisfaction Culture & competency
and loyalty Creation of Value Increased
Alignment to increased knowledge
capability
Accor capability and
strategy behavioral

Greater hotel Stronger Increased
performance team audit results

cohesion

4
The HOW

Admin and Tools

The HOW

Admin and Tools

Enrollment Additional Dress code
Training

Cancellation Passport Rules

Payment Grievances

Report Feedback

Enrollment

How Can I Enroll in Face To Face & Digital Sessions?

1.Check Monthly Training Calendar sent out by Academy
Team , then click on the session name and enroll via
_________________

2.Obtain signature of approval from Owner & General
Manager on Enrollment PDF.

3. Then email your registration to Khun Pannapa (Gig)
([email protected])

Enrollment

What do I do if I have last minute enrollment?

If you have last minute enrollment , please send
your owners approval and name of session
directly to Facilitator & please cc
Khun Pannapa (Gig)

([email protected])

Cancellations – Face to Face

How can I cancel a Face to Face Session Enrollment?
To avoid cancellation charge you must cancel 14 days before to

the session.
To cancel the session please send email to Facilitator & CC K. Gig

What happens if I cancel the session, less than 7 days before?
If you cancel less than 7 days before for face to face Training

session/ workshop facilitated by the Academy, the full charge will
apply.

What happens if my team member does not come to the training
?

For no-show, the full charge will apply.

Cancellations – Face to Face

What do I do if I have last minute Cancellation?
If you have last minute cancellation, please note you will be
charged the full amount in order to be fair to other participants so

they do not bear your cost.
please send your name of session & reason for cancellation

directly to Facilitator & please cc’ Khun Gig.

If you are unable to comply with the above rules please note the
below:

All cancellations not respecting this policy must be communicated
to the Director and Coordinator of the Academy with all

documentation related to the specific situation (enrollment
emails) so we can invoice the hotels accordingly.

Cancellations – Digital

Attendance
Attendance per digital session is 6 Learners maximum.

Extra attendees per camera
Digital learning is created and based around the effective use of
learning circles and developed on peer to peer learning approach.

Any hotel that does not have a camera activated will be
considered to be running a group session and a charge of

$1,000.00 USD will apply.

What happens if my team member does not come to the training
?

For no-show, the full charge will apply. The facilitator will wait
15 mins before your participant is considered a no show.

Cancellations – Digital

Am I able to replace one participant with another?

Hotels will be able to replace a participant only after approval
from the Digital L&D Manager responsible for the course.

If you are unable to comply with the above rules please note the
below:

All cancellations not respecting this policy must be communicated
to the Director and Coordinator of the Academy with all

documentation related to the specific situation (enrollment,
emails) so we can invoice the hotels accordingly.

Payments
AAPC THAILAND Payment POLICY

How do I pay for courses conducted by the Academy Upper
Southeast & Northeast Asia?

If the training is facilitated by the below people:
• Director Academy Accor & Talent Development
• Learning & Development Manager – Luxury & Upscale Hotels
• National Learning & Development Manager for Thailand,

Vietnam, South Korea
• Digital Learning & Development Manager
• Master Certified Trainer
• Other trainer (ie ResaVision, etc.)

The training fee belong to AAPC Thailand

Payments
AAPC THAILAND Payment POLICY

How do I pay for courses that are run by the Singapore Team?

Program names:
• Director Learning & Talent Development
• Director of Revenue Management and Systems – Asia Pacific
• Academy Online University ( Bridge)

If the training is one of the above names :

The training fee belong to AAPC Singapore.

For any enquires in regards to payment for AAPC SINGAPORE
please contact Mr. Benson Yeong ( [email protected] )

Reporting

When do we receive the link to fill out the monthly
ACCOR ACADEMY Online Report ?

Khun Gig will send out the link via Email at the end of each
month. Please understand date my vary based on any events or

public holidays.

Feedback

I have a comment to improve training, who do I contact?
We are always trying to improve our learning experience.
Any feedback please reach out to your National Training Manager.

Passports

Is it required that all Staff have a passport?
All employees are required to show their passport when they
attend a session. These are then signed and endorsed by the
facilitator to show the development your team have received

I am a new hotel, how do I get my Passports?
If you are a new hotel please contact your national training
manager to receive your free of charge 50 Passports. If you need

additional passports please contact Khun Gig
([email protected])
who will assist you in ordering ( Minimum order 100 pieces ) and

delivery to your property.
The passports are at a cost of $2.00 USD.

External Training Companies

I have been approached by a Training provider?
The Academy is your business partner in all aspects. Please
contact your National Learning and Development Manager to
discuss the proposal received and discuss what the best approach

is for you and your team.

I want a specialist session for my hotel
The Academy are specialists in Learning and Development for the

Hotel Industry.
Please contact John Timson before engaging an external supplier

for a specialized session.

Additional resources

I want more Learning & Development resources , where can I find
them?

The Academy has a list of preferred supplier, please contact your
National Learning & Development Manager to get approval to
utilize supplier.

4
Attending sessions