TRAINING & COACHING TOOLS
Back of the House
Housekeeping (Laundry, Public areas)
Purchasing
Logistics staff (Deliveries and Storage)
Human Resources Dept
Reservations (Rooms and Related)
Financial control and audit
Front of the House
Sales and Marketing
Food and Beverage (Service and Culinary),room service
Conference and Banqueting (Service and Culinary)
Reception (Concierge, Front Office Desk, Grooms,
Porters, Parking, Call Center)
Housekeeping (maids-porters)
Security
SUPERIOR TRAINING
Effective leadership - How to manage your team as a leader.
Study of departmental scorecards - Review and engagement of scorecards with the associates, giving feedback on the established procedures.
Train the trainer in basic service - Departmental ambassadors of Service.
Behavior change skills - Module of behavior analysis.
Performance and development reviews and meetings - As stated in fortnight meetings.
Up selling – Advanced promotion of hotel products.
Work as a team - Advanced team bonding interactions and role playing.
Health and safety regulations as per HACCP - As stated.
Complain handling (advanced Recovery) - How to turn a complaint into a recognition and up selling point.
TOOLS
Training Services constitute a unique toolkit which provides us with the ability to further the knowledge, improve the skills, and, ultimately, to alter the behavior of the people in the organization. These audits include on-site assessments of:
FUNDAMENTAL TRAINING
Welcome pack - Induction to Brand Standards and values. General information about the hotel or the company and its culture as well as Brand Standards and values.
Job descriptions - Accurate job descriptions per department and per position.
Brand Standards of Operations procedure per department and role - As per Brand standards of Service and operational procedures.
Check lists per department and role - Detailed lists of duties and obligations within the department.
Principles of service and interface with customer - Step by step interactions with guest hotels.
Up selling - Maximize revenues by proactive and reactive sales techniques.
Work as a team - introduction to team work mentality.
Basic health and safety regulations - As per the HACCP guidelines established and regulated.
Basic complain handling (basic Recovery) - How to deal with complaints.
Product knowledge (for service advanced posts like F&B) - Training including menu knowledge and wine knowledge.
Safe – Clean environment in the workplace (Correct use of cleaning materials). Food hygiene for food handlers.