7.10 Selection Of Check Lists_ 47pages

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					The Basics Of Training
1. Employee Training 2. What Is A Standard? 3. Advantages Of Training For Employee 4. Advantages Of Professional Training For Management. 5. Step By Step Introduction For Trainee 6. 4 Step Training Method 7. 9 Step Training Method 8. Helping Others Grow 9. Leadership 10. Tasks of A Leader – What Leaders Do 11. Factors For Motivation 12. Ten Laws Of Customer Satisfaction 13. Hygiene Operational Details 14. The Six Golden Service Rules For F&B

Employee Orientation
Material & Papers: - Orientation Checklist - Sop’s - Job Description - Rules & Regulations 1. The hiring of a new employee for the hotel is crucial for his/her approach and attitude towards the company. 2. The orientation of the new employee should be accordingly to his/her responsibilities, assigned position and organization level. ( Especially supervisors should be informed in detail about their overall responsibilities ) 3. With every new employee, a written contract is issued in 3 copies. ( 1 for employee, 1 for management, 1 for Human Resources ) 4. Clear information are given about work schedule, necessary adjustments according to business volume, lunch/dinner breaks, overtime, split/shift hours. 5. Before signing the contract the employee will be informed about the wages in detail ( gross & net salary, payments, taxes, insurance, overtime pay, holidays, sick leave, maternity leave, family leave ect.) 6. All new team members are informed about the conditions of accommodation public transport, offices, hospitals, shops etc. 7. Details about safety regulations, accident prevention and health & sanitation Guidelines ( employee’s handbook ) are issued to each new employee. 8. Prior to starting work, team members are informed about their possible future Prospects (training plans, promotions, internal transfer possibilities, salary) 9. Not only material conditions are tipping the balance! 10. Besides the introduction of the direct supervisor, the orientation includes as well the Director of Human Resources and other Head of Departments. 11. Social attributes like sports events, family days, welfare, special team events ( beach cleaning, local community approach) might be mentioned. 12. Additional social benefits like yearly performance bonus and service charge should be explained according to company’s regulations. 13. A high staff turnover during pre-opening and grand opening of the property is to be expected. 14. A thorough introduction into the new employment is of outmost importance for proper working conditions, safety regulations and accident prevention. The accident risks in the first half year is about 50% higher compared to the second half. 15. Detailed guidelines and a comprehensive orientation is handed over to the new staff. 16. A copy of the related job description for the assigned employee is issued. 17. Moreover an informal introduction with fellow team members is mandatory. 18. Prior to starting work, the specific assigned desk & office with related department sections are shown and explained.

19. The new team member is being introduced to the company’s rules and regulations, mission statement, regulations in case of absenteeism and sickness. 20. In case of any changes of technical, organisational or personal nature the employee will be informed accordingly. 21. Prior to the introduction of the new employee the team will be informed about the a) Personality of the new team member b) Professional background and gathered hospitality experience c) Assigned responsibilities among the team. d) Competences after successful introduction period. 22. New employees should get the feeling of being welcomed and that everybody had been anxious about their arrival. They should be treated as a Human Being and not only as a “sheer number” among the rest. 23. First impressions and experiences during the first hours of employment, will shape his/her view and a lasting approach towards work, team effort and company relation. 24. The situation of the new employee ( fear, uncertainty, nervousness, good intentions hopes, expectations, pride ) will be considered during the introduction. 25. The pre-orientation of the new employees will be decisive for the efforts and future approach to built a unique relation with the property and company. 26. The introduction of the new team member should not only be based for his/her responsibilities, but as well regarding the entire team and the cooperate identity. 27. For the assignment of staff the existing team members, age and seniority should not be forgotten as a vital aspect of influence. 28. It ought to be considered that entering colleagues should be assigned for specific tasks and responsibilities according to their experience, interests and requests, but as well due to their intelligence and abilities. 29. The supervisor responsible for the “newcomer” provides a comfortable step-by-step introduction. Giving him/her time and assistance to fit into the initial probation period. 30. The staff’s experience with their previous supervisor will shape and set their expectations for the upcoming successor accordingly. 31. Rescue and emergency installations, phones, “pigeon box”, elevators, machines & utilities shall be explained to the new colleague. 32. After the probation period, it will be analysed by the supervisor whether the colleague is capable of handling his/her job, ability of adjusting and performing in the team

the execution of set goals and has reached with achievement the average efficiency. 33. Employee’s orientation is not the responsibility of Human Resources alone, but Should be followed up as well by the direct supervisor to ensure the expected success. 34. The management supports the newcomers against the expectations of their equal Levelled colleagues and subordinates. 35. Mistakes in human leadership will have lasting emotions and attitudes, which can only be reduced and eliminated after a long learning period and emotional exercise. 36. During the introduction and probation period the supervisor should control, correct and follow up the achievements and assignments of the newcomer, whether they stand in accordance with the company’s business structures, rules and regulations. 37. It is advisable to issue a copy of names of team members with whom the employee will be working at the assigned section and department. 38. It will be of advantage to have an additional “buddy” assigned besides the direct supervisor, who will ease and explain further details about the working environment and responsible department. 39. Prior to the direct orientation, the employee will be introduced to the related activities with other departments and cooperate structure. 40. The company’s instructions and introductions means “Helping To Learn” a) Preparation of the new employee according to his/her job descriptions & SOP’s b) Demonstration and explanation of the step-by-step method c) Execution and exercise by the employee d) Evaluation of the instructions

What is a Standard:
Something set up and established as a rule or Model for the measure of quality or value.
The guest comes first Consider guest expectations Do things right the first time!!!! Recognize the needs of the guest and communicate our vision. Follow rules and regulations of HI at all times. Remember to be the best and not part of the rest! To ensure consistency, quality control, management tool, training tool Train & exercise your tasks & ask for help if necessary to improve always For every 100 guest who complain, 26 others are silent Keep up communication between your supervisor and subordinates. We hear only from 1 out of 27. Those who complain, 91% will never return if nothing is done. Every customer who has a complaint will tell 8-16 others. It costs 5 times more to attract a new customer than to keep an existing one. 82% – 95% of complaining customers will return, if something is done to resolve it.

Description: Hospitality Manuals for the Hotels, Resorts and Travel Agencys.