Pillars Goals ACTION PLANS QTTV Target Deadline WHO URGENCY COST?

WHO
Ensure that every department is provided with
appropriate number of radios for fast
Facilities communication and problem resolution 100% Completion Q1 H E
FINANCIAL MANAGEMENT

Ensure that all tools and equipment of both Internal

and External Security are complete and properly
functioning 100% Completion Q1
Upon
Prepare and research about the requested submission of
equipments for purchase (Price, suppliers, request and
bulk orders, discounts, etc.) 100% Completion before approval
Within 1 month
Provide flashlight 100% Completion upon approval
Ensure that two-two way communication devices
work properly across buildings from Old Royce to
the Mall 100% Completion End of Q1
Purchase X-Ray machine for guest luggage for Within 1 month
the new hotel 100% Completion upon approval
Profitability Ensure that costs are reduced by 20% from last year 20% cost reduction End of Q4
Guest Comfort
and
Convenience Achieve a GSS score of 80% 80% Monthly H N I
EXCEPTIONAL GUEST EXPERIENCE

Security of
Guests, Ensure that external security assigned at the
Employees and designated entrance areas are equipped with the Zero Complaints/
Properties necessary service firearm for proper defense Zero Incidents Monthly
equip with high power gun long and short Within 1 month
firearms 100% upon approval
Ensure that all IS employees meet the minimum Zero Complaints/
required standards for employment Zero Work lapses Monthly
Scout New Security Agency, Or Security
Licence to Operater Company Security Force
in order to hire qualified Security Personnel. 100% Completion End of Q1
Ensure that there is balance of service to guest and
principals Zero Complaints Monthly
Train staff how to manage their emotions in
the presence of the principals - show
confidence and firmness of action Zero Complaints Monthly
 Ensure that Security policies and procedures are
complete, updated, submitted to HR 100% Completion End of Q1
Ensure that Security policies and procedures
are properly implemented Zero IR Monthly
Ensure that External Security is provided with its
own office 100% Completion End of March
Ensure that all F&B events are properly
communicated and coordinated with all
departments concerned such as housekeeping,
culinary, IS, Sales, Marketing, Engg, etc. 100% Completion End of March
Ensure IS manpower is sufficient based on hotel and
casino requirement. 100% Completion End of March
Ask GM for approval of manning requiemrent 100% Completion End of March
Coordinate with Agency 100% Completion End of March
Ensure that Security policies and procedures are
complete, updated, submitted to HR and properly
implemented 100% Completion End of March
1 Lost and Found 100% Completion End of March
2 Make-Up Room 100% Completion End of April
Ensure that all incidents reports are properly
documented, classified and submitted to
Management Zero Complaints Monthly
Prepare a monthly report on frequency of
Occupational Efficiency

occurrence of the different incidents

happening within the hotel premises Zero Complaints Monthly
Ensure that implementation of security procedures
is done objectively to every employee. Zero Complaints Monthly
Assigning of duties/shift 100% Completion Monthly
Prepare the examination questions 100% Completion Monthly
Ensure that all resolutions and decisions needed
from Security are done within agreed time 100% Completion Before Deadline
Ensure that all External Security staff pass the basic
employment requirements including reading and
comprehension 100% Score End of Q1
Provide basic regular training to develop staff
comepetencies 100% Completion End of Q1
 Ensure that both IS and ES are properly
communicated regarding events and activities of the Zero Internal
hotel and casino Conflict Monthly
Prepare an Event Detail Checklist that should
given to the staff on duty during the event. 100% Completion Monthly
Ensure that the office is organized and documents
properly arranged and filed. Zero Complaints Monthly
Enforce cleanliness in the office Zero Complaints Monthly
Ensure that IS and ES are represented in
coordination meetings for big events as announed Zero Internal
by Sales Department Conflict Monthly
Ensure that all internal communication are written
in simple terms for easy understanding of the Zero
reader. miscommunication Monthly
Use contemporary language (English or
Tagalog) for easy writing of security
personnel and easy undesrtanding of the
receiving party Zero Confusion Monthly
Use the new template for IR 100% Completion End of Q1
Ensure that all Security staff are provided with
Staff product knowledge, technical and service skills
Competence training. 100% End of Q2
100% Attendance
Product Knowledge Training 100% Score End of Q2
100% Attendance
Technical Skills Training 100% Score End of Q2
100% Attendance
Service Skills Training 100% Score End of Q2
Ensure that tests on Technical Skills and
Service Skills are given Quartely, provided that
if the employee passes, he/she is exempted in 100% Attendance
the next quarter's test 100% Score Quarterly
Provide basic language training (greeting,
offer help, pleasantries, handling complaint, 100% Attendance
etc.) 100% Score End of Q2
Attend basic computer skills training as 100% Attendance
provided by Training Department 100% Score End of Q2
 Launch activities that will develop further the 2 Activities/ 100%
confidence of both room, laundry and public attendance/ 100%
area attendants Score Quarterly
Ensure that all IS personnel are physically fit 100% Monthly
100% Score/ 100%
Conduct physical fitness test Attendance Monthly
100% Score/ 100%
Set individual weight targets Attendance Monthly
Seek approval for the use of the gym. 100% Completion Upon Approval
Conduct extra-curricular training (martial arts) 100% Score/ 100%
at least once a week. Attendance Monthly
Ensure that all IS employees assigned in front line
areas are properly trained on guest service Zero complaints Monthly
Send IS staff to guest service training by HR 100% Attendance Monthly
Prepare customized guest interaction training
for security staff 100% Attendance Annually
Ensure that all IS Personnel are properly
trained to handle people 100% Attendance Annually
Attend training on Coaching/counselling 100% Attendance Annually
HIGHLY ENGAGED PEOPLE

Computer skills training 100% Attendance Annually

Attend basic course on report writing 100% Attendance Annually
Ensure that IS and ES are aligned in their policies
and implementation 100% Completion End of Q1
Provide security training that builds more
condience, guest service skills 100% Completion End of Q1
Guest service training, communication
program 100% Completion End of Q1
Ensure that both IS and ES are vigilant about
suspicious looking guests that may pose risk and
danger to guests, employees and property Zero Incidents Monthly
Ensure proper communication of important.relevant
information to all concerned staff within the IS Zero Internal
department Conflict Monthly
Conduct regular department meeting with Zero Internal
open discussion Conflict Monthly
Training Ensure that all employees training record is updated
Documentation and submitted to the Training Department. 100% Monthly
HI
Submit all the training attendance sheet to
the training Department every Saturday 100% Weekly
Ensure to provide minimum of 40 Hours Training
Training training to all employees 100% Attendance End of Q4 HR
Schedule all employees to attend 40 Hours Manager/
Training Annually 100% Attendance End of Q4 Supervisor
Leadership Ensure that everyone in Security management team
Competence attends the leadership training program of T&D. 100% Attendance End of Q4 Security and HR
Provide leadership training especially on
handling subordinate and problem-solving/
decision-making 100% Attendance End of Q4
Ensure that all newly hired employees are
provided a new employee orientation training Manager/
prior to their start. 100% Attendance End of Q4 Supervisor

CSR Program Ensure to organize Two (2) CSR Program Annually 2 CSR Program End of Q4 HR
Schedule all employees to attend at least 1 100% Attendance Manager/
CSR Program annually on 1 CSR Program End of Q4 Supervisor
Ensure that all employees have attended at 100% Attendance Manager/
least 1 CSR Program on 1 CSR Program End of Q4 Supervisor
OSH Program Ensure to schedule an OSH Training Once a Month 12 OSH Trainings End of Q4 HR
Schedule all employees to attend OSH 100% Attendance Manager/
annually on 1 OSH Training End of Q4 Supervisor
Ensure that all employees have attended at 100% Attendance Manager/
least 1 OSH annually. on 1 OSH Training End of Q4 Supervisor
Employee
Grooming Ensure to publish updated grooming standard 100% End of Q1 HR
Ensure all team members comply with the Managers/
Grooming Standard Zero IR Monthly Supervisors
Ensure to all LRSC are processed within the one 100% Attendance
Code of week upon receipt. on 1 CSR Program Managers/
Discipline End of Q4 Supervisors
Ensure all team members comply with the Managers/
Code of Discipline Zero IR Monthly Supervisors