I developed a comprehensive training and empowerment handbook for the operations team of Bakadaji Hotel, the premier four-star eco-friendly property along Bertil Harding Highway. This “Bliss Edition” handbook was designed to standardize service excellence and deeply ingrain the hotel’s commitment to exceptional, guest-centric hospitality.

The guide distills the hotel’s service philosophy into actionable principles, featuring the “5 Pillars of Service Excellence” and the practical L.E.A.R.N. model for handling challenges. It provides tailored guidance for every department, from Front Office and Housekeeping to F&B and Maintenance, emphasizing collaboration, professional communication, and a star work ethic. More than just a policy manual, it serves as a motivational tool and a practical daily reference to empower staff to create unforgettable guest experiences.

This project demonstrated my ability to translate a luxury brand’s core values into an engaging, practical, and inspiring resource that fosters a unified team culture and elevates the overall standard of service delivery.