Guide Book The Ritz-Carlton Jakarta, Mega Kuningan

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WELCOME TO T H E R I T Z - C A R LT O N Being in a Marriott International Brand is one of the top luxury hotel in the world. Being a part of our Ladies & Gentlemen means that you are part of the top 1% of Service Professionals in the world.

This guide book will help you during your journey with us, and learn how to become that top 1%. Once again, congratulations on being selected as a Lady / Gentleman of The Ritz-Carlton Jakarta, Mega Kuningan. I look forward to assisting you with regard for your ability to continuously learn and grow Have a pleasant journey with us and Let Us Grow with You! Sincerely,

Ristiana Manao Cluster Director of Human Resources

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PURPOSE

OPEN DOORS TO OPPORTUNITY Associates Customers Owners & Franchisees Investors & Shareholders Business Alliances Communities

VALUES

Put People First PursueExcellence Embrace Change Act with Integrity Serve Our World

HOW WE WIN

Culture

Operations Recognition Expansion

SCORECARD

AssociateEngagement Customer Loyalty Owner Preference Shareholder Value

MISSION : BRIDGING CULTURES AND INSPIRING DISCOVERY AROUND THE WORLD

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C O R E VA L U E & C U LT U R E At Marriott, we believe that the company’s roots and culture set it apart from other hotel companies. Culture is made up of behaviors, traditions, values—in other words it is how we do business. Holding this faith in heart, we proudly defined the five core values that are at the root of Marriott’s culture:

Put People First Pursue Excellence Act with Integrity Embrace Change Serve our World

These values are our legacy and our future. As we pursue our vision of making World’s Favorite Travel Company in the world, we will continue to embed these values and culture into this growing company – it is the secret sauce to Marriott’s success, and will never lose sight of our founding principles: How we do business is as important as the business we do.

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H I S T O RY A N D M I L E S T O N E O F T H E R I T Z C A R LT O N Our heritage is rich, colorful, and full of innovation and shapes our culture and core values. Some of our key milestones include: 1800s Cesar Ritz was born to a mountain farming family. At 20 years old, he began his first job as a waiter in a Paris hotel. Through hard work, dedication and a spirit of excellence, Cesar worked his way up from waiter to maître d’hotel (a hotel manager).

1800s As Cesar managed hotels, he created new standards for hygiene and lighting. He designed the first hotel in the world to have a bathroom in every room.

1800s Cesar Ritz met the famous French Chef Auguste Escoffier, and they soon became fast friends and business partners.

1800s When Cesar became manager of the Hotel Savoy, a famous hotel in London, he further developed his service philosophy. Cesar turned hotels into works of art where the guests were always the center of attention---the experience we now call the Ritz-Carlton Mystique. He paid attention to details. With Cesar’s touch, the Hotel Savoy became an example of luxury amongst all hotels. Cesar Ritz became known as the king of hoteliers and the hotelier of kings, named by King Edward VII.

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1890s After many years the opportunity came for Cesar to design his own hotel. Cesar took his old friend Chef Escoffier and together they turned a former prince’s palace into the very first hotel bearing Cesar’s name--The Ritz, Paris.

1898 1910 The logo is a combination of the British royal seal (the crown) and the logo of a financial backer (the lion). Several Ritz-Carlton hotels were established in the United States, but they each operated independently under different owner-investors, not as part of a single company. Even so, the success of these hotels established The Ritz-Carlton name in the public mind. That brings us to the start of our story.

The Ritz opened in 1898 and redefined the luxury hotel experience in Europe. At the same time, Cesar was involved with developing the Carlton hotel in London. Eventually the two names merged in future properties as The Ritz-Carlton. Cesar designed The Ritz-Carlton logo, which is recognized throughout the world and is still our logo today.

1983 There were a group of.hotel executives including Horst Schulze and Herve Humler working with an investor William B. Johnson. Together they had a dream to create a new luxury hotel company. Their dream was to create a company that would rise to the top and stay there. They were very close to opening their first hotel in Buckhead, Atlanta to bear their company name, “Monarch Hotels”, when a new opportunity came. They could purchase the last remaining Ritz-Carlton hotel in the United States, in Boston, Massachusetts, and with it, the exclusive rights to The Ritz-Carlton name, logo and legacy.

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1995 The iconic industry standard in luxury, The RitzCarlton Hotel Company, joins the Marriott portfolio.

2012 Arne Sorenson becomes president and CEO, the company’s third CEO in 85 years and the first without the surname Marriott.

2016: TOGETHER, WE’RE BETTER

2019

Marriott International acquires Starwood Hotels & Resorts creating the world’s largest hotel company.

Marriott International opened our 7,000th property around the world, the St. Regis Hong Kong.

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From the very beginning the company founders spent a great deal of time creating the Gold Standards. Mr. Schulze’s own personal motto,

“ W E A R E L A D I E S A N D G E N T L E M E N S E RV I N G LADIES & GENTLEMEN” was the starting point. From there they defined the Credo and The Three Steps of Service. Later, the Service Values and the Employee Promise were added. Our founders wanted to create a hotel where every employee saw themselves as the innkeeper.

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BRANDS INTRODUCTION Creating the world’s largest hotel company, now Marriott International has 30 unparalleled collection of worldwide brands to provide more choices for our guests, more opportunities for our associates, more profits for our owners, investors and shareholders. Looking into the brand voice, idea and detail, the brand portfolio overview is redefined below: The new brand idea and positioning will be mainly classified to three dimensions: • Feature: Luxury, Premium & Select • Positioning: Classic & Distinctive • Function: Longer Stays & Non-Longer Stays

DISTINCTIVE

luxury

CLASSIC

premium

Longer stay

Longer stay

select

Longer stay

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Marriott International’s Commitment to Clean This following chapter is focused on Marriott’s Commitment to Clean / MCC for short. This section will help guide you on health and safety protocols as well as what to do in case you are unwell.

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COMMITMENT TO CLEAN Setting the Context A focus on you will be critical as we enliven the Commitment to Clean and bring a new guest experience to life.

Re-Engage + Support

Reacclimate

Start by first caring for yourself and your most important life matters. Reengaging at work may come with anxiety after potentially experiencing significant mental, physical, and financial stressors.

Build confidence by re-grounding yourself in what you already know and what hasn’t changed. Cleaning refreshers will be prioritized first, with service and functional job refreshers to follow.

Master the New Once you are grounded in what you already know, you will be introduced to what’s different to create a clean and comfortable environment for our associates and guests.

Prepare for the Future As new operational practices and behaviors normalize, begin to prepare for other skills you may need to deliver the future guest experience.

You will bring Marriott’s Commitment to Clean to life – embracing new norms and protocols, behaviors and skills to create a clean and comfortable environment for associates and guests.

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N E W WAY S O F B E I N G Social Distancing

What is Social Distancing? “Social distancing” means keeping space between you and other people.

How can we practice Social Distancing? • Stay at least 6 feet/2 meters from other people. • Wear a mask and greet people without touching them. • Encourage guests to keep space between themselves and others.

Smiling Through Your Mask Guests should feel welcome when they stay with us. Now that we are all wearing masks, it is harder to tell that we are smiling.

We need to learn how to “smile through our mask.” 1. Put on your mask (if it’s not on already). 2. [For In-Person Meetings:] Stand at least 6 feet/2 meters away from another associate. OR [For Virtual Meetings:] Get a mirror so you can see yourself. 3. Smile.

4. Watch your eyes. Can you tell you’re smiling?

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N E W WAY S O F C L E A N I N G Hand Washing We are all responsible for making sure we play in our part in hygienic practices. Did you know we touch our faces up to 23 times an hour?! And diseases spread through eyes, nose, mouth!

REMEMBER: As a basic guideline, clean surfaces every 2 HOURS and wash hands every 20 MINUTES for 20 SECONDS.

One of the best ways to prevent spreading germs and avoid getting sick is regular handwashing. Whether we are at home, at the hotel or out in the community, washing our hands frequently can protect ourselves and our guests. In fact, frequent and thorough handwashing is a global standard that every associate at every hotel in the Marriott portfolio must follow. This means washing your hands frequently, using antibacterial soap and warm water. A general rule we use is 2/20/20. Clean your work surfaces – like countertops, tables and desk tops – every 2 hours. Wash your hands every 20 minutes. And wash your hands for 20 seconds. This is an easy way to remember when and how to wash.

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N E W WAY S O F C L E A N I N G Hand Sanitizing What is Hand Sanitizer? Hand sanitizer is a liquid, gel or foam that contains AT LEAST 60% ALCOHOL. How do you use it? • Apply hand sanitizer to the palm of one hand. • Rub your hands together.

• Rub the gel over all the surfaces of your hands and fingers – don’t forget your thumbs! • Continue to rub until your hands are dry. This should take around 20 seconds.

Face Masks

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N E W WAY S O F C L E A N I N G Gloves You will need to wear gloves to perform certain tasks. Wearing gloves is easy. Getting gloves on and off – and disposing of them – properly is hard. For gloves to be effective, we must follow the step-by-step instructions provided.

REMEMBER: Our equipment protects us best when we are careful to use it properly.

Cleaning Cloths Each type of cleaning chemical will be assigned a specific cloth color. This will make it easier for you to determine which chemical you are using. We differentiate our cleaning cloths and our chemicals by their use and color. Our intent to doing this is to be very clear when each cleaning chemical should be used. One cleaning change to note is that each clothing cloth should only be used ONCE – we will use one cleaning cloth per chemical and will only use each cloth ONCE. After each use, you should dispose of that cloth to the laundry or garbage.

YELLOW CLOTH Dusting and cleaning multiple surfaces with Anti-Bacterial All-Purpose Cleaner

RED/PINK CLOTH Bathroom/Toilet Cleaning, all bathroom surfaces – used with Disinfectant Bathroom Cleaner

BLUE CLOTH Use for cleaning mirrors/glass/windows and used with Glass Cleaner

WHITE CLOTH Commonly found in the Food and Beverage department and is used for cleaning Glassware, China and Silverware

GREEN CLOTH (APAC Only) Basins, bathtubs and showers

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F E E L I N G S I C K . W H AT T O D O ? As we strive to protect the safety and security of our Ladies & Gentlemen, we do also emphasize a strong message in terms of cleanliness as reinforced by Service Value #11 & 12. During these uncertain times, getting sick is the last thing that we want. So if you are unfortunately experiencing sickness or flu like symptoms, here are the steps that you should take.

1 

You feel unwell, with one or more covid-19 symptoms like fever, coughing, sore throat and breathing difficulty

2 •

Informing your Supervisor / Learning Coach If you are scheduled to work, inform your superior that you cannot go to work. If you are in the hotel, tell your superior that you feel sick and need to seek medical attention

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Seeking Medical Attention Seek medical attention and get yourself tested with rapid antibody test. It is free in Puskesmas but if you opt to go to the clinic/hospital, it costs not more that IDR 150,000

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Acknowledging Symptoms

Isolasi Mandiri / Self Isolation

Stay at home while you are waiting for the test result

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F E E L I N G S I C K . W H AT T O D O ? Experiencing work for the first time may be tiring and overwhelming for you. And in most cases a few of our interns tend to fall sick in the first month of their internship period. During these uncertain times, getting sick is the last thing that we want. So if you are unfortunately experiencing sickness or flu like symptoms, here are the steps that you should take.

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If your rapid antibody test result is reactive, stay at home and get a schedule for PCR test in nearby Puskesmas. Or you may opt to do it in private clinic/hospital If your rapid antibody test result is non-reactive, you can go back to work

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6 •

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Isolasi Mandiri / Self Isolation Continue to stay at home until the day you are scheduled to take PCR/Swab test in nearby Puskesmas or in private clinic/hospital.

7 • •

Checking Lab Results

Second Lab Results If your PCR/SWAB test result is negative, you can go back to work. If your PCR/SWAB test result is positive, you have to do isolation as recommended (by now Puskesmas/Clinic/Hospital where you have the PCR/SWAB test already in coordination with Dinas Kesehatan)

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F E E L I N G S I C K . W H AT T O D O ? Experiencing work for the first time may be tiring and overwhelming for you. And in most cases a few of our interns tend to fall sick in the first month of their internship period. During these uncertain times, getting sick is the last thing that we want. So if you are unfortunately experiencing sickness or flu like symptoms, here are the steps that you should take.

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If you take the PCR/SWAB test in private clinic/hospital, nearby Puskesmas/Dinkes may contact you to find out more about your condition. 9 • •

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Contact from Puskesmas / Dinas Kesehatan

Puskesmas / DinKes Assessment Based on their assessment (they may call you with questions) they will confirm if you can do self-isolation or you have to be treated in one of the Covid Treatment Places. (by now your RT/RW may have been contacted by Puskesmas about your condition as they are also part of Satgas Covid or you may also opt to inform your RT/RW about your condition for everybody’s sake) Recovery Steps Continue to do self-isolation while waiting for the second PCR/SWAB test. Puskesmas/Dinkes may call you to check your condition. Once your next PCR/SWAB test result is negative, a letter will be issued to you confirming that your result is negative and that you have completed the selfisolation. If the result is still positive that you will need to continue with self-isolation untl the next PCR/SWAB test

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The Ritz-Carlton Jakarta, Mega Kuningan This following chapter is focused on our property and what can you learn from it to enrich your journey with us!

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OUR GUIDANCE TEAM ARUN KUMAR MANAGING DIRECTOR

Ristiana Manao CLUSTER DIRECTOR OF HUMAN RESOURCES

Emmanuel Joseph Jayaseelan DIRECTOR OF ENGINEERING

Rudolph Blattler

Sathyapal Nair

EXECUTIVE CHEF

COMPLEX DIRECTOR OF FINANCE

Dhani Banguriwu

Silvana Ng

CLUSTER DIRECTOR OF SALES & MARKETING

EXECUTIVE ASSISTANT MANAGER - ROOMS

Rizky Irvansyah DIRECTOR OF FOOD & BEVERAGE

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SCENOGRAPHY INTRODUCTION Scenography is a series of experiential moments within a unique theme that is specific to a property. It consists of a daily defining moment and up to five additional scenes that impact most guests on property. There is no cost for a guest to experience the core components of scenography, and it is executed on property every day. A hotel’s scenography should tell an emotional and sensory story, be authentic to the destination, and engage guests in their surroundings to make their stay more memorable.

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GRAND ROOM & GRAND CLUB

GRAND SPA TERRACE

MAYFAIR SUITE

EXECUTIVE SUITE

THE RITZ-CARLTON SUITE

PRESIDENTIAL SUITE

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DINING TO DELIGHT THE SENSES AT T H E R I T Z - C A R LT O N J A K A RTA , MEGA KUNINGAN The Ritz-Carlton Jakarta, Mega Kuningan invites you to indulge at Asia Restaurant and Lobo. Watch chefs prepare Pan-Asian and Western cuisine in the open kitchen of Asia Restaurant. Or savor fine dining at Lobo, where Italian - inspired dishes are complemented by private dining and al fresco seating.

Asia Restaurant A BUFFET RESTAURANT WHERE THE AMBIENCE IS AS EXCITING AS THE INTERNATIONAL CUISINE

Lobo Restaurant ENJOY ITALIAN INSPIRED CUISINE AND CITY VIEWS AT JAKARTA’S PREMIER ITALIAN BISTRO

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DINING TO DELIGHT THE SENSES AT T H E R I T Z - C A R LT O N J A K A RTA , MEGA KUNINGAN

Ozone Bar, Lounge and Karaoke NIGHTLIFE IN JAKARTA AT ITS FINEST WITH OZONE BAR, KARAOKE AND LOUNGE

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E V E N T S A N D W E D D I N G S PA C E S

Set amidst the contemporary office towers and storied international embassies of Jakarta's thriving business district, within close proximity of the city center, The Ritz-Carlton Jakarta, Mega Kuningan provides unmatched experience and expertise in hosting high-profile meetings and corporate gatherings. The hotel offers several flexible event venues and spaces, as well as customizable banquet menus and the careful attention of a dedicated meeting staff. The Grand Ballroom is the hotel's most magnificent venue and can accommodate as many as 900 guests in banquet format. Smaller, more intimate rooms are also available for break-out meetings. • • • • •

Convenient location in Jakarta's Mega Kuningan business district Variety of dining, coffee break theme and beverage selections Dedicated floor concierge Grand Ballroom with capacity for up to 900 guests, banquet-style and 20 break-out meeting rooms High-speed Internet access in all guest rooms and event spaces

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DISCOVER A WORLD OF TRANQUILITY AND HEALING AT O U R L U X U RY J A K A RTA S PA Nestled amidst lush tropical gardens are nineteen luxurious treatment rooms, including Jakarta’s only two spa villas with private outdoor soaking tubs. In sync with the tranquility, wisdom and splendor of the natural world, the spa at The Ritz-Carlton Jakarta, Mega Kuningan offers a peaceful haven where life-enriching treatments bring balance to body, mind, and spirit.

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We believe a great career is a journey of self-discovery: we achieve personal fulfillment through new adventures. Our founders J.W. and Alice Marriott saw life as a journey from the day they set out to Washington, D.C. to open their root-beer stand, they never stopped exploring and reaching for new opportunities. Marriott International is equally committed to your journey, enabling you to grow personally and professionally with careers that flourish with you.

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