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

2. City of Dreams Highlights

3. 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 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.

4. 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

5. 4 Step Process 1 2 4 3 Needs Analysis Development Phase Evaluation
Implementation
Phase

6. 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

7. 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

8. 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

9. 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

10. 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

11. 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

13. Q&A
Thank you!