2. Training for Hospitality Week 11 Subject : V0206 – Administrasi & Operasional Kantor Depan Year : 2009

3. Bina Nusantara 3 Subject Determining employee hospitality qualities Screening for hospitality qualities Developing an orientation program Developing a training program Cross-training employees Developing a trainer

4. Bina Nusantara 4 Objectives: On completion of this lesson, the students will be able to: -explain the training programs required for the new and current personnel which include orientation, cross training, empowerment

5. Bina Nusantara 5 Determining Employee Hospitality Qualities 1. Identify skills and character traits required to do a particular job. 2. Helps in choosing right candidate for the job 3. Helps in assigning tasks to employees by matching their abilities

6. Bina Nusantara 6 Determining Employee Hospitality Qualities \ 1. Prepare Job Analysis (15 min. time descriptions of what an employee does on the job) to provide an insight into what the job is all about. 2. Prepare Job Description (a listing of job duties as provided from the job analysis) as necessary to do the job 3. Determine personal qualities, skills, and experience needed to perform duties

7. Bina Nusantara 7 Determining Employee Hospitality Qualities Positive Hospitality Character Traits –Maturity –Outgoing personality –Patience –Willingness to accept constructive criticism –Comfortable in selling –Other _________

8. Bina Nusantara 8 Screening for Hospitality Qualities Basis for the Job Interview to Screen for Hospitality Qualities: Job description Questions on an Outgoing Personality – What did you like about your experience on your vacation? Questions on Patience – Tell me about the last time you volunteered with an organization. Questions on Ability to Accept Constructive Criticism – When your department didn’t meet their goal, how did your supervisor handle the situation? Questions on Interest in Selling – Have you ever helped out with a local charity in raising funds?

9. Bina Nusantara 9 Developing An Orientation Program Orientation Process – introduces new hires to the organization and work environment and is vital in providing employees with background information about the property. Economic Position of the Establishment in the Community Overview of the Hotel Employee Handbook Policy and Procedure Manual Introduction to the Front Office Environment

10. Bina Nusantara 10 Developing An Orientation Program Economic Position of the Property in the Community –Ranking of employer in the area –Ranking of tax dollars generated by employees –Significance of tourism market –Number of conventions –Number of visitors

11. Bina Nusantara 11 Developing An Orientation Program Overview of the Lodging Establishment –Guest Rooms (location, content, floor plan, and printed summary) –Service Areas (restaurants, banquet facilities, room services, lounges, pool, athletics rooms, and gift shops; hours of operation) –Organization Chart (names, titles, and responsibilities) –Tour of the Property (guest rooms, guest room areas, major departments, service areas and recreational facilities)

12. Bina Nusantara 12 Employee Handbook – provides general guidelines concerning employee conduct Pay categories Evaluation procedures Vacation time Sick leave Holidays Paydays Use of Controlled Substances Social Interaction with Guests Resolving Disputes with Guests and other Employees Insurance Benefits Uniform Requirements

13. Bina Nusantara 13 Policy and Procedure Manual – outlines how the specific duties of each job are to be performed Operation of the PMS and other equipment in the front office Reservations Registrations Posting Checkouts Written and oral communications with guests and other employees of the hotel Preparation of the night audit Safety and security measures

14. Bina Nusantara 14 Introduction to Staff Role of each of employee Personal introduction

15. Bina Nusantara 15 Equipment Overview Brief remarks in observation mode Reservations Registrations Switchboard calls

16. Bina Nusantara 16 Interdepartmental Cooperation Explanation of importance of good working relationships among housekeeping, maintenance, marketing and sales, food and beverage, and front office departments is ESSENTIAL.

17. Bina Nusantara 17 Planning & Developing a Training Program Identify the tasks performed by front office staff Determine who will train the employees Administer the training program Review the step in the training process

18. Bina Nusantara 18 Steps in the Training Process PREPARATION: “GET READY” DELIVERY: “SHOW ME” TRIAL & ERROR: “LET ME DO IT” FOLLOW-UP: “CHECK MY PROGRESS”

19. Bina Nusantara 19 Delivery: “Show Me” Give example  demonstration Trainer must speak clearly Presentation should be broken down into logical, sequential steps Select the methods of presentation: –Skill demonstration –On-the-job training –Role-playing –Commercial videos –Distance learning

20. Bina Nusantara 20 Trial & Error: “Let Me Do It” Encourage trainee to perform the procedure to master the work and to meet the objective

21. Bina Nusantara 21 Follow-Up: “Check My Progress” Trainer may develop training tickler file  a database that keep tracks of training sessions and alerts trainers to important upcoming dates for each new employee, listing the name of the training session, date of the session, comments, and date for follow-up

22. Bina Nusantara 22 Example of Training Tickler File Training FileEmployee Name: __________ SessionOrientation Program Date12/1 CommentsEmployee very enthusiastic; possible interest in reservationist position Follow-up12/5 show rooms again, 12/6 meet night auditor TrainerJB SessionGuest check-in Date12/6 CommentsRated 80%, 1 st attempt on 12/6 Rated 85%, 4 th attempt on 12/9 Follow-up TrainerJB

23. Bina Nusantara 23 Administering a Training Program Flexible training session schedules Content preparation and duplication of training materials Progress charts maintained and displayed

24. Bina Nusantara 24 Cross-Training Cross-training – training employees for performing multiple tasks and jobs Must be built into a job description and pay rate (refer to labor union contract for possible non-contractual duties)

25. Bina Nusantara 25 Developing a Trainer Selecting a Trainer Posses a Professional Attitude Holds a Management Position Well-versed in Job Skills Familiar with Training Methods

26. Bina Nusantara 26 Training for Empowerment Empowerment – delegating authority and responsibility concerning specific tasks to frontline employee of the front office managers Example – specifying the dollar amount within which an employee can credit a guest’s folio without the intervention of the front office manager

27. Bina Nusantara 27 Group Activity #11 Preparing a Training Session Prepare a mock training session on how to check a guest in to a hotel room Incorporate the 4 step training method into your training session

28. Bina Nusantara 28 THANK YOU AND HAVE A GOOD DAY