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HR & Office Management

HR & Office Management

Keshtec Academy offers specialized training in HR and office management to streamline operations and enhance organizational efficiency. Our courses cover essential areas such as talent acquisition, employee relations, payroll management, office administration, and HR compliance. We empower HR professionals and office managers with the skills to manage teams effectively, optimize workflows, and implement best practices for organizational growth. With a focus on practical application, our training helps create a productive, efficient, and positive work environment.

Our Courses Include:

Clerical Development Program

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COURSE OUTLINE :

Day 1 

MODULE 1 :WHO WE ARE AND WHAT WE DO?

  • Who are customers (internal/external)
  • Exercise: Who is your customer?
  • What is customer Service?
  • What is TCS?
  • Who are “customer Service” Providers?
  • 25 excellent customer skills

MODULE 2 :ESTABLISHING YOUR ATTITUDE

  • Appearance counts! (even if not in person)
  • The power of the smile
  • Staying energized
  • Staying positive
  • Video review – Learning point

MODULE 3 :IDENTIFYING AND ADDRESSING THEIR NEEDS

  • Understanding the customer’s problem
  • Staying outside the box (not jumping to conclusions)
  • Meeting basic needs
  • Going the extra mile
  • Video review – Learning point

MODULE 4 :GENERATING RETURN BUSINESS

  • Following up
  • Addressing complaints
  • Template – to address complaint
  • Turning difficult customers around

Day 2

MODULE 5 :IN-PERSON CUSTOMER SERVICE

  • Dealing with at-your-desk requests
  • The advantages and disadvantages of in-person communication
  • Using body language to your advantage
  • Role play – Face to Face

MODULE 6 :GIVING CUSTOMER SERVICE OVER THE PHONE 

  • The advantages and disadvantages of telephone communication
  • Telephone etiquette
  • Role play – Handling telephone
  • Tips and tricks – improve customer satisfaction  

MODULE 7 :PROVIDING ELECTRONIC CUSTOMER SERVICE

  • The advantages and disadvantages of electronic communication
  • Managing Customer service using variety of electronic methodology
  • Email/Communication – techniques

MODULE 8 :RECOVERING DIFFICULT CUSTOMERS

  • Methodology handling customers
  • Video review – Learning point
  • De-Escalating anger
  • Establishing common ground
  • Video review – Learning point

COURSE OUTLINE :

MODULE 1 :UNDERSTANDING THE ROLE OF FRONT OFFICE

  • Importance of the front office in business operations
  • Key responsibilities and skills required
  • Organizational structure and collaboration

MODULE 2 :COMMUNICATION SKILLS FOR FRONT OFFICE STAFF

  • Verbal and non-verbal communication
  • Active listening and empathy
  • Handling different types of guests/customers

MODULE 3 :RESERVATION AND BOOKING MANAGEMENT

  • Types of reservations and booking systems
  • Step-by-step reservation processes
  • Managing cancellations and amendments

MODULE 4 :CHECK-IN PROCEDURES

  • Pre-arrival preparations
  • Greeting and registration
  • Addressing special requests

MODULE 5 :CUSTOMER SERVICE EXCELLENCE

  • Understanding customer needs
  • Problem-solving and handling complaints
  • Creating memorable guest experiences

MODULE 6 :CHECK-OUT PROCEDURES

  • Billing and payment processes
  • Resolving discrepancies
  • Post-departure guest communication

MODULE 7 :TEAMWORK AND STRESS MANAGEMENT

  • Coordinating with other departments
  • Time management and prioritization
  • Managing stress during peak hours

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COURSE OUTLINE :

Day 1

1. What is Hospitality Industry

  • Introduction To the Hospitality Industry
  • Following Are the F&B That Offered Services to The Guest’s Need
  • Types of Food service Operation
  • Commercial Operations

2. Organization Of Food and Beverage Operation

  • Managers
  • Production Personnel
  • Service Personnel

3. The Operational Sequence

  • Preparation for service
  • Taking orders
  • The service of food and drink
  • Billing
  • Clearing
  • Dishwashing
  • Clearing following service

Day 2

1. What is Service

  • Greetings
  • Bring Customer to Table
  • How to Place Menu Book
  • Taking Order
  • Be Alert
  • Sending Orders
  • Making Payment
  • Clearing Table
  • Preparing Table
  • Saying Goodbye

2. Service Satisfaction Cycle

  • Unbelievable Experience
  • Happy Customers
  • Repeat Business
  • Brand Loyalty & Recognition
  • Improve Revenue & Incentive

3. Conversational Skills

  • Greeting
  • Listening
  • Responding
  • Bidding Farewell

Day 3

1. The Meal Experience

  • General Factors Affecting A Customer’s Choice Of Meal Experience
  • Eating Out
  • Food and Drink
  • Variety in Menu Choice
  • Level of Service
  • Food and Beverage Service Employees

2. Style & Type of Service

  • Table Service
  • American Service
  • English Service
  • French Service
  • Russian Service
  • Buffet Service
  • Cafeteria Service

3. Providing an Enjoyable Experience For Guests

  • Guest Service Training
  • Teamwork
  • A Service Sequence

COURSE OUTLINE :

Day 1

The Principles of HR Management

  • Defining Human Resources
  • Skills Inventory
  • Forecasting Human resource
  • Job Analysis
  • Job Competencies .
  • Position Profiles and Job Descriptions
  • Finding Candidates
  • Advertising Guidelines
  • Screening Resumes

Day 2

The Principles of HR Management 2

  • Preparing for the Interview 
  • Conducting the Interview 
  • After the Interview 
  • Employee Orientation 
  • Planning Training At some point in the life of almost every human resource professional, they will need to develop a training program. During this session, we will look at the training cycle. Participants will also explore the advantages and disadvantages of internal and external training.
  • Working with External Providers 
  • Performance Reviews Performance 
  • Absenteeism .
  • Diversity
  • Termination 

COURSE OUTLINE :

Day 1

MODULE 1 :PROFICIENCY IN LEGAL REQUIREMENT

  • Labour laws in Malaysia – all related to human
    resource management
    ▪ Act 265 – Employment Act 1955
    ▪ Act A1651 – Employment (Amendment) Act 2022
    ▪ Act 177 – Industrial Relations Act 1967
    ▪ Act 262 – Trade Union Act 1959
    ▪ Act 4 – Employees’ Social Security Act 1969
    ▪ Act 452 – Employees’ Provident Fund Act 1991
  • Current changes of legal aspects in Malaysia
  • Advising management correctly

Day 2

MODULE 2 :MANAGING DISCIPLINE

  • Laws in managing discipline

MODULE 3 :ANALYZE AND UNDERSTAND HOW TO MANAGE DISCIPLINE AT WORK

  • Performance management system & cycle
  • Dealing with poor performers
  • Performance improvement
  • Obstacles in people performance

MODULE 4 :HANDLING DISCIPLINE AT WORK

  • Employer – employee relationship
  • Employment legislation
  • Termination
  • Grievance – symptoms, causes & handling
  • Managing for peak performance
  • Performance improvement program

MODULE 5 :DOMESTIC INQUIRY PROCEDURES

  • Elements involved
  • Inquiry proper
  • Role of unions in inquiry
  • Documentation
  • Arbitration
  • Payroll management
  • Compensating an employee – factors involved in
    determining compensation

MODULE 6 :PERFORMANCE MANAGEMENT

  • Performance management system & cycle
  • Dealing with poor performers
  • Performance improvement
  • Obstacles in people performance

MODULE 7 :HANDLING DISCIPLINE AT WORK

  • Employer – employee relationship
  • Employment legislation
  • Termination
  • Grievance – symptoms, causes & handling

MODULE 8 :ENGAGING HUMAN CAPITAL

  • Knowledge & skills development
  • Blue print in managing human capital
  • Retention of humans in organization

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COURSE CONTENT :

Day 1

MODULE 1 :BASICS OF SEXUAL HARASSMENT (SH)

  • What is SH?
  • Definition Globally About Sexual Harassment
  • How do you identify SH?
  • Laws on SH in Malaysia
  • SH in workplace
  • What is it?
  • Sexual Harassment Outside the Workplace but Related to Work
  • How does it happen?

MODULE 2 :FORMS OF SEXUAL HARRASMENT

  • What Is Deemed Sexual Harassment?
  • What Is Not Deemed Sexual Harassment?
  • Verbal Harassment
  • Non-Verbal / Gesture Harassment
  • Visual Harassment
  • Psychological Harassment
  • Physical Harassment
  • What Is Sexual Coercion?
  • What Is Sexual Annoyance?

Day 2

MODULE 3 :HOW TO COMBAT SH

  • Develop A Policy Statement
  • Define Sexual Harassment
  • Establish Disciplinary Rules
  • What Are Protections/Remedial Measures for The Victim?
  • Educational Activities for Eradication and Prevention

MODULE 4 :THE LEGAL PERSPECTIVE OF SH

  • Employers Responsibilities
  • Penal Code on Sexual Harassment
  • Sexual Harassment Bills in Malaysia
  • Develop A Policy Statement
  • Procedures for Managing Sexual Harassment at The Workplace
  • Latest Case Law Study on Sexual Harassment

 

COURSE OUTLINE :

2 DAYS 

INTRODUCTION AND EXPECTATION( DAY 1 )

Theme : Understanding KPI’s as a management tool

SESSION 1 : INTRODUCTION TO PERFORMANCE MANAGEMENT

  • Why performance measurement matters at management level
  • KPIs vs Metrics vs Targets – differences and importance
  • Characteristics of effective KPIs (SMART, actionable, aligned)
  • Discussion: Common KPI pitfalls in organizations

Activity: Group sharing – “What KPIs are you currently measured against?”

SESSION 2 : STRATEGY ALIGNMENT & BALANCED SCORECARD

  • Linking organizational vision, mission, and strategy to KPIs
  • Balanced Scorecard (BSC) perspectives: Financial, Customer, Internal Processes, Learning & Growth
  • Leading vs Lagging indicators

Activity: Case Study – Develop KPIs from a sample strategy map

SESSION 3 : DESIGNING EFFECTIVE KPI’S

  • KPI design framework: Objective → Measure → Target → Action
  • Criteria for selecting meaningful KPIs
  • Cascading KPIs from corporate → departmental → individual level

Activity: Small group workshop – Draft 3–4 KPIs for a given department

SESSION 4 : KPI GOVERNANCE & DATA INTEGRITY

  • KPI design framework: Objective → Measure → Target → Action
  • Criteria for selecting meaningful KPIs
  • Cascading KPIs from corporate → departmental → individual level

Activity: Small group workshop – Draft 3–4 KPIs for a given department

WRAP-UP 

  • Recap key learnings
  • Reflection exercise: “Which current KPIs in your team need revisiting?”

 

 

REFLECTION DAY 1( DAY 2 )

–APPLICATION & ACTION PLANNING

Theme : Using KPI’s for Performance Improvement

SESSION 5: KPI ANALYSIS & INTERPRETATION

  • Techniques for analyzing KPI results (trend analysis, benchmarks, ratios)
  • Understanding variance (positive & negative gaps)
  • Using KPIs for root cause analysis and decision making

Activity: Group exercise – Interpret a KPI dashboard and recommend actions

SESSION 6: DRIVING PERFORMANCE WITH KPIS

  • Linking KPIs to management decisions
  • Communicating KPIs to teams
  • Using KPIs to motivate and align staff (without “gaming” the system)
  • Integrating KPIs into performance reviews

Activity: Case scenario – Manager uses KPIs to address performance shortfall

SESSION 7: KPI DASHBOARDS & REPORTING

  • Best practices in visualizing KPI data
  • Tools for reporting: scorecards, dashboards, management reviews
  • Dos & don’ts of KPI presentations

Activity: Group work – Design a simple KPI dashboard for a given department

SESSION 8: ACTION PLANNING & WAY FORWARD

  • Identifying gaps in current KPI practices in participants’ organizations
  • Developing an action plan for KPI improvement
  • Establishing governance & review cycles at management level

Activity: Individual action plan – “My Top 5 KPI initiatives for the next quarter”

DAY 2 WRAP-UP & CLOSING 

  • Summary of key insights
  • Q&A and feedback
  • Post-training action commitments

COURSE OUTLINE :

DAY 1 – FUNDAMENTALS AND LEGAL FOUNDATIONS

SESSION 1: INTRODUCTION TO DATA PROTECTION & PRIVACY LAW

  • Global overview: GDPR, PDPA, and other major laws
  • Concepts: What is personal, sensitive, and confidential data?
  • Importance of privacy and data governance

 

SESSION 2: KEY LEGAL PRINCIPLES OF DATA PROTECTION

  • Lawful processing of data: Consent, legitimate interest, contractual necessity
  • Transparency and notice requirements
  • Data minimization and purpose limitation

 

SESSION 3: ORGANIZATIONAL ROLES AND RESPONSIBILITIES

  • Understanding Data Users, Data Processors, and DPOs
  • Assigning accountability and responsibilities internally
  • Overview of internal compliance frameworks

 

SESSION 4: UNDERSTANDING RIGHTS OF DATA SUBJECTS

  • Right to access, correct, delete, and restrict processing
  • Handling Data Subject Access Requests (DSARs) appropriately



DAY 2 – MANAGING RISKS, BREACHES, AND BUILDING COMPLIANCE

SESSION 5: DATA SECURITY AND BREACH MANAGEMENT

  • Identifying vulnerabilities in data handling
  • Cybersecurity basics relevant to privacy compliance
  • Data breach incident response: Immediate actions and reporting obligations

 

SESSION 6: ENFORCEMENT, SANCTIONS, AND CASE STUDIES

  • Penalties for non-compliance (local and international examples)
  • Lessons learned from major breach cases
  • Regulator expectations and audit readiness

 

SESSION 7: DEVELOPING AND IMPLEMENTING PRIVACY POLICIES

  • Drafting effective privacy notices and policies
  • Embedding Privacy by Design and Default into business processes
  • Data Protection Impact Assessments (DPIAs)

 

SESSION 8: BUILDING A PRIVACY CULTURE

  • Staff training and awareness programs
  • Internal monitoring, auditing, and continuous improvement
  • Building customer trust through visible privacy commitment

 

COURSE OUTLINE :

REGISTRATION AND WELCOME( DAY 1 )

  • registration of participants
  • welcome address and introduction to the training session

 

MODULE 1: INTRODUCTION TO PERSONAL GROOMING

  • ice breaking session & first impressions
  • importance of personal cleanliness and hygiene in the workplace
  • hair, skin, nails, and oral care
  • importance of grooming in hospitality

 

MODULE 2: PERSONAL HYGIENE & GROOMING STANDARDS

  • styling based on body type, industry, and company culture
  • do’s & don’ts of corporate fashion (colors, fit, accessories)
  • grooming for men vs women in corporate settings
  • daily hygiene practices
  • hair, skin, oral care & scent management

 

MODULE 3: DRESS CODE & UNIFORM ETIQUETTE

  • how to wear and maintain uniform
  • gender appropriate standards
  • understanding dress codes: formal, business casual, and smart casual
  • styling based on body type, industry, and company culture
  • do’s & don’ts of corporate fashion (colors, fit, accessories)

 

MODULE 4: GROOMING WORKSHOP

  • basic grooming touch up tips for men (beard, hair, accessories)
  • personalised image consultation and feedback

 

Q&A AND CLOSING REMARKS

  • open floor for questions and discussions
  • summary of key takeaways
  • closing remarks and feedback collection

 



REGISTRATION AND WELCOME( DAY 2)

  • registration of participants
  • welcome address and introduction to the training session

 

MODULE 1: BODY LANGUAGE, POSTURE & COMMUNICATION

  • verbal vs non-verbal communication
  • tone of voice, posture, eye contact, and gestures
  • mastering professional email, call, and video call etiquette
  • how to speak with confidence and clarity

 

MODULE 2: PROFESSIONAL ETIQUETTE & PERSONAL BRANDING

  • customer interactions
  • handling complaints professionally
  • building your personal brand

 

MODULE 3: GROOMING FOR DIFFERENT ROLES IN THE HOTEL

  • grooming tied to different departments
  • roleplay

 

MODULE 4: SELF-ASSESSMENT & DAILY GROOMING PLAN

  • reflection session
  • grooming checklist review
  • set personal grooming goals

 

Q&A AND CLOSING REMARKS

  • open floor for questions and discussions
  • summary of key takeaways
  • closing remarks and feedback collection

 

COURSE OUTLINE :

DAY 1

WELCOME NOTE BY THE ORGANIZER

  • opening speech by company representative

ICE BREAKER

  • participants introduction activity

 

MODULE 1: OVERVIEW OF STAMP DUTY & STAMPS SYSTEM

  • legal foundation under the stamp act 1949
  • identify documents subject to stamp duty
  • explore the stamps platform, benefits, and regulatory importance

 

MODULE 2: STAMPING PROCESS FOR EMPLOYMENT CONTRACTS

  • procedure for submitting employment agreements
  • required details and duty calculation methods
  • practical examples

 

MODULE 3: STAMPING PROCEDURES FOR TENANCY AGREEMENTS

  • process for stamping tenancy documents
  • roles of involved parties
  • duty calculations based on contract duration
  • common errors to avoid

 

DAY 2

MODULE 4: HANDLING GENERAL AGREEMENT STAMPING

  • stamping requirements for MOUs, service contracts, and letters of undertaking
  • relevant documentation and samples

 

MODULE 5: ONLINE PAYMENT AND CERTIFICATE RETRIEVAL

  • payments via fpx
  • generate and download stamp certificates
  • verify authenticity
  • document storage for audits

 

MODULE 6: AMENDMENTS, CANCELLATIONS & COMMON ISSUES

  • correct mistakes, modify or cancel submissions
  • regenerate certificates
  • troubleshooting techniques

 

MODULE 7: PRACTICAL WALKTHROUGH & CASE STUDY DISCUSSION

  • live system simulation
  • analyse real-world scenarios
  • interactive q&a session

 

Why Choose Us

Tailored Solutions

Our programs are customized to fit the specific needs of your organization, addressing both short-term and long-term goals.

HRDCorp Certified

All our courses are HRDC claimable, offering affordable training solutions for your company.

Expert Trainers

Our experienced instructors bring industry knowledge and practical expertise to every session.

Measurable Impact

We focus on delivering tangible results, ensuring your team’s skills translate into real business growth.

How we stand out above the rest

We provide specialized training that bridges the gap between theory and practical application. Our courses are tailored to the unique needs of the manufacturing sector, offering hands-on experience with the latest technologies and industry practices. With a focus on increasing productivity, enhancing safety standards, and improving overall operational efficiency, our expert instructors ensure that your workforce is equipped with the skills required to excel in today’s competitive manufacturing landscape. Choose Keshtec Academy for impactful, HRDCorp-approved training that drives real-world results.