Training is not an event – it’s a process! Ana Zysko Manager, Operations Training City of Dreams - Macau

City of Dreams Highlights

City of Dreams Highlights City of Dreams (COD) is a Hotel/Casino located at the Cotai Strip in Macau, owned and managed by Melco Crown Entertainment. The property opened on June 1st, 2009 and it offers a collection of diverse entertainment experiences. There are 3 hotels: Hard Rock Hotel Crown Towers Hotel, and The Grand Hyatt Macau With 1300 rooms combined, more than 20 restaurants of varied cuisines, over 200 shopping outlets, 2 casinos with over 500 gaming tables and 1000+ slot machines, and the HKMA/TVB marketing Gold awards winning show – The House of Dancing Water. The Food and Beverage division serves approximately 15,000 meals daily – 9,000 guest’s meals and 6,000 employee’s meals.

Who is responsible for training in your organization? Training is not an event – it’s a process! Who is responsible for training in your organization? Everyone

4 Step Process 1 2 4 3 Needs Analysis Development Phase Evaluation Implementation Phase

Process - Step 1 Identify business needs (proactive and/or reactive) Clarify outcome, expectations and why - specify business outcomes Find the gap between current performance and desired upon performance Managers, staff, colleagues, guests, vendors How to find the gaps? Questionnaires Surveys Group discussions, etc. Collect ‘before’ data for comparison later Identify who needs to attend and how many participants Agreed upon class size, duration, languages, etc. Needs Analysis

Process – Step 2 Develop training course Select training methods Design practice exercises/test activity (demonstrations, role plays, written test, etc.) Prepare training materials (scenarios, examples, job aids, handouts, translations, etc.) Prepare training schedule, allocate trainers, reserve equipment/venues and set enrollment process Prepare communication announcements Run a class prototype with a controlled group - managers Adjust course as needed Developmental Phase

Process – Step 3 Provide training session to managers first Get agreement from managers on how to “introduce” and “sell” the training to staff Provide the agreed upon training sessions Collect relevant data from the training sessions and staff’s feedback Share any pertinent information with management Keep training records Implementation Phase

Process – Step 3 Operational Manager’s Responsibilities: Attend the first session of the training Agree on how to “introduce”/“sell” the training to staff Explain to staff why we are doing it and the goal Inform staff the training is an investment in their development (share the cost if known such as: accumulation of payroll hours, course cost, etc.) Describe the expected outcome and behaviors for when staff is back at work State the support, coaching and mentorship period to build staff’s confidence and expertise Clarify consequences if outcome is not achieved Schedule staff according to business flow Implementation Phase

Process – Step 4 Collect first level evaluation from training sessions Gather results of second level evaluation from training testing Ask managers for the observed changes in knowledge, skills and attitude/behavior – third level evaluation from staff on the job Check results against gap analyzes Compare guests survey scores after training with scores prior to training Compare all other data from before and after training implementation phase Calculate ROI Evaluation Phase

Process – Step 4 Operational Manager’s Responsibility: Evaluation Ask staff returning from training what they learned Ask them how they intend to apply what they learned on the job Provide positive feedback and coaching for the agreed upon time limit Record observations on knowledge, skills and attitude/behavior changes and communicate to training team Check results against gap analyzes Compare guests survey scores after training with scores prior to training Compare all other data from before and after training implementation phase Calculate ROI Evaluation Phase

Q&A Thank you!