Category Archives: Service

10 Steps of ALANA Service

  1. A warm and sincere greeting and farewell – use the guest’s name if and when possible – Memberikan salam dengan hangat dan tulus saat berjumpa dan berpisah – sedapat mungkin gunakan nama tamu
  2. Give customers a good fair deal – great customer relationships take time – Memberikan penawaran terbaik kepada tamu – menjalin hubungan baik dengan tamu memerlukan waktu
  3. Anticipate and satisfy guest needs – operations should be fast and simple – Mengantisipasi dan memenuhi kebutuhan tamu – pelaksanaannya haruslah cepat dan mudah
  4. Try to create a work environment of teamwork and guest service so that the needs of our guest and each other are met  Menciptakan semangat kerja sama tim dalam lingkungan kerja dan pelayanan kepada tamu sehingga kebutuhan keduanya terpenuhi
  5. Uncompromising levels of cleanliness are the responsibility of every employee – Tingkat kebersihan yang prima adalah tanggung jawab semua karyawan
  6. Take pride in and care of your personal appearance – everyone is responsible for conveying a professional imageMerasa bangga terhadap dan menjaga penampilan diri sendiri – karena setiap orang harus bertanggung jawab untuk menampilkan citra yang profesional
  7. Think safety first – create a safe, secure and accident-free environment for all guests and each other – Mengutamakan keselamatan – ciptakan lingkungan yang aman dan tidak beresiko kecelakaan bagi tamu dan kita semua
  8. Conserve energy, properly maintain our hotels and protect the environment – Hemat energi, jaga dan lindungi hotel serta lingkungan kita
  9. Take responsibility – fix guest’s problems immediately – Berani bertanggung jawab – selesaikan masalah yang dihadapi tamu dengan cepat
  10. Always remember to say thank you Selalu ingat untuk mengucapkan terima kasih

Hotel Assistances to Guests

Reference: Guest Directory

Below are hotel assistances for our guests that have been written in the Guest Directory provided in each guest room:


Airline booking / re-confirmation

Airport & Inter-hotel Transfers


Baby needs

Bell Service & CheckOut


Billing procedure

Car rental and tours

Check In and Check Out time


Credit Cards

Electric current


e-Mail & Wireless Internet Access

Express Mail / packages


Fitness Center

Hair dryer


House Rules


Iron & board

In-house guest activities

In-room safe

In-Room Spa


Parking Lot




Lugage Service


Mail Service


Medical Services  & Medications


Newspaper & Magazine

Reservations to other Aston hotels

Room Service

Safety Deposit Box

Sales & Catering Office

Shoe shine

Laundry / Dry Cleaning Service


Swimming Pool

Sightseeing Excursions


TV Channels

Valet Parking

Wake-Up Call


Qur’an & Praying Mat

“15 Minutes Alana Promise”


To offer “15 Minutes Alana Promise” to our guests and if we fail to provide the service within the time frame, the guest will not pay such product.

We need to design operational concept to achieve the mission by anwering the following 3 questions:

Q. What changes are to be made to execute this mission?

Group Feedback:

  • Give socialization about the 15 minutes excellence service to all staff
  •  Provide Live Chat to Fast Response (emergency, service, etc)
  • Provide Wi-Fi Pop Up : Safety, Security, Emergency Phone & Map
  • Make an award program entitled the best 15 minutes excellence service to motivate
  • Understanding of product knowledge
  • Good team work and updating information.
  • Upgrades facilities
  • Training cooking methode&trick
  • Special lift for room service
  • Refresh product knowledge regularly
  • Private pantry for room service
  • Additional manning staf
  • Special OT for room service
  • Template standard delivery service
  • Job section


Q. What are success factors of this mission?

Group Feedback:

  • Responsibility
  • SOP
  • Sense Of Belonging
  • Appropriate Training
  • Human
  • Equipment
  • Knowledge
  • System
  • Effective Communication


Q. What supports are needed for this mission?

Group Feedback:

  • Inter-Department Support & Team Work
  • Upgrade Facilities
  • Soft & Skill Training