I designed and developed a high-level strategic training program for the management team of Bakadaji Hotel, the premier four-star eco-friendly property along Bertil Harding Highway. This comprehensive presentation, “Enhancing Guest Experience & Exceptional Service Delivery,” was crafted to address systemic challenges and equip leaders with the advanced skills needed to drive organizational transformation.

The program began by courageously confronting critical internal feedback, including issues of toxic leadership, communication breakdowns, and low morale, before pivoting to strategic solutions. It provided an in-depth analysis of the 15 essential leadership skills for 2025, from emotional intelligence and digital literacy to performance management and continuous improvement. The curriculum also outlined a robust, four-pillar strategic framework focused on empowering people, ensuring an impeccable product, delivering personalized touches, and making data-driven decisions, complete with a collaborative action plan and defined KPIs for measuring success.

This project demonstrated my ability to synthesize complex organizational feedback into a compelling, solution-oriented leadership curriculum that fosters a culture of accountability, strategic alignment, and superior guest experience, directly supporting the hotel’s long-term reputation and profitability.

I designed and developed a specialized leadership training program for the supervisory team of Bakadaji Hotel, the premier four-star eco-friendly property along Bertil Harding Highway. Titled “Enhancing Guest Experience & Exceptional Service Delivery,” this comprehensive curriculum was strategically crafted to equip Heads of Departments with the skills to become architects of the guest experience.

The program moved beyond operational basics to focus on high-impact leadership principles, including mapping the modern guest journey, breaking down departmental silos, and fostering a culture of collaboration. It featured advanced modules on active coaching, team empowerment, leveraging technology for seamless communication, and a deep-dive analysis of each department’s role in the service chain. Through interactive exercises, strategic action planning, and the L.E.A.R.N. model for handling challenges, the presentation empowered supervisors to lead by example and drive continuous improvement.

This project demonstrated my ability to create sophisticated, targeted training materials that transform managers from task-oriented supervisors into inspirational leaders, directly aligning leadership development with the hotel’s strategic goals for luxury service and guest satisfaction.

I designed and developed a comprehensive, 50-page staff training program titled “Enhancing Guest Experience & Exceptional Service Delivery” for Bakadaji Hotel, the premier four-star eco-friendly property along Bertil Harding Highway. This program was created to standardize service excellence across all operational departments—including Front Office, F&B, Housekeeping, Kitchen, and Maintenance.

The curriculum blended strategic hospitality principles with practical, role-specific applications, guiding staff through essential modules such as the “5 Pillars of Service Excellence,” mastering verbal and non-verbal communication, and applying the L.E.A.R.N. model to handle difficult situations. Featuring interactive scenarios, key takeaways, and a commitment pledge, the presentation was crafted to be both visually engaging and deeply instructional, empowering employees to become proactive architects of the guest experience.

This project demonstrated my ability to merge instructional design with brand-specific service philosophy, creating a transformative training tool that elevates team performance, fosters a unified culture, and directly supports the hotel’s reputation for luxury and exceptional hospitality.