TRAINING

Department              :         Human Resources

Subject                   :         DEPARTMENTAL TRAINERS

         

POLICY

Objective of Departmental Trainers

To have a team of well-trained trainers to provide skills and knowledge training systematically to new staff, and to refresh the skills and knowledge of existing staff.

Prerequisites of a Departmental Trainer

1.    All Departmental Trainers must have attended a Train-the-Trainer course prior to being appointed a Departmental Trainer.

2.    Departmental Trainers will be assessed , every six months whenever possible, by respective Department Heads, the Training Manager and Director of Human Resources.

3.    All Departmental Trainers will hold their position for a period of twelve months, if not terminated.

4.    At the end of twelve months, Departmental Trainer positions will be reviewed.

 

 

The Role of a Departmental Trainer

1.    To induct or arrange for the induction of all new staff into their area of work by the end their first week, according to the Departmental Induction Checklist.

2.    To train all staff to ensure they have the appropriate skills, knowledge and competencies to be able to carry out their tasks according to their job description and specification.

3.    To ensure all staff have up-to-date hotel product and service knowledge.

Continued…Policies & Procedures for Departmental Trainers

Responsibilities of a Departmental Trainer

1.    Departmental Trainers will need to conduct at least one structured training session each month.

2.    A Training Plan for Departmental Trainers, which sets out training activities for the next month, is to be forwarded each month to the Training Manager and then circulated to the General Manager.

3.    Departmental Trainers will meet with the Training Manager bi-monthly to discuss training needs and critical issues in executing training for their staff.

4.    Departmental Trainers will regularly liaise with their Department Heads on training matters requiring action and follow up.

Departmental Trainer’s Incentive Scheme

1.    An incentive scheme is to be applied, conducive to all parties.

2.    An outline of this scheme is to be forwarded to the General Manager for reference prior to the implementation of the incentive scheme.  The General Manager should also receive full details of any updates to the incentive scheme.

POLICIES & PROCEDURES

 

Department   :         Human Resources

Subject                   :         TRAINING RESOURCES

         

POLICY

Training Library

1.    To provide reference material for hotel staff, a training library should be established and administered by Training department.

2.    Opening hours to be determined by the Training Department.

Training Room

1.    Subject to availability, the training room will be available for departmental training activities or in-house meetings.

2.    Advanced bookings of the training room must be made through the Training department.

3.    Users are to ensure that the training room is clean and tidy at the completion of use and re-arranged into the original set-up after usage.

Training Equipment

1.    Department may borrow training equipment for the purpose of job related training or in house meetings.  The training department must maintain records of such movements.

2.    Advanced bookings of training equipment must be made through the Training department.

3.    Borrowers shall be held responsible for any loss or damage to training equipment.

POLICIES & PROCEDURES

Department   :         Human Resources

Subject                   :         THE TRAINING PLAN

         

POLICIES

Objective of the Training Plan

• To inform the General Manager, Department Heads and staff of training courses and activities scheduled throughout the coming year.
• To enable Department Heads to schedule their staff’s training well in advance, and minimize any negative impacts on staffing levels.

The Training Plan

1.    The Training Plan will be produced on an annual basis, and reviewed every six months.

2.    At the beginning of June of each year, a draft of training plan for the following year (July present year to June following year) will be produced and a copy submitted to the General Manager for approval.

Distribution of the Training Plan

         

1.    A copy of the training plan will be posted on the staff notice board, at least four weeks prior to the commencement of the program.

2.    Department Heads will distribute copies to all relevant employees.

3.    The Training Manager will forward a copy of the completed training plan to the General Manager.

4.    The Training department reserves the right to amend scheduled courses and activities based on levels of participation or need.

5.    If the training plan is amended in anyway, the amended copies will be circulated to persons to whom the original plan was distributed.

POLICIES & PROCEDURES

Department   :         Human Resources

Subject                   :         THE TRAINING BUDGET

         

POLICY

Mechanism of the Training Budget

A training budget is required each year to enable hotels to allocate funds to cover the cost of training program according to the training needs analysis.

As a guideline, it is recommended that the annual training budget should comprise a minimum amount equivalent to one percent (1%) of the annual payroll budget exclusive of payroll and related expenses.

The budget must be itemized and cover the following:

Ø  The name of the training programs/courses/seminars.

Ø  The cost of the programs/courses/seminars.

Ø  The duration of the programs/courses/seminars (hours/days/weeks/months).

Ø  The targeted participants.

Ø  Industrial trainees.

Ø  Incentives for training.

Ø  Subscriptions to training magazine/journals.

Ø  Books, videos, copies.

Ø  Etc.

POLICIES & PROCEDURES

Department   :         Human Resources

Subject         :         NEW HIRE ORIENTATION AND DEPARTMENTAL INDUCTION

         

 

POLICY

Objectives of New Hire Orientation and Departmental Induction:

1.    To familiarize new employees with Hotel policies and procedures, and general working conditions.

2.    To shorten the period taken for the new employees to be comfortable with their new working environment, and are able to contribute effectively to teamwork.

3.     To ensure new employees have the confidence and skills to be able to carry out their tasks according to departmental and Hotel standards.

New Hire Orientation

1.    An orientation session over a minimum of two (2) consecutive days will be held by the Training department for each new employee before the employee joins his/her department.

2.    Program of the first day of orientation should include:

§  The background of the company,

§  Policies,

§  Safety including fire safety,

§  Benefits,

§  Rules and regulations of the hotel,

§  Employee Handbook

§  A hotel tour

3.    The second day will consist of:

§   an introduction of the quality improvement process,

§  telephone & service techniques, and

§  grooming training.

Continued…Policies & Procedures on New Hire Orientation

All new employees must complete the New Hire Orientation Program prior to the commencing work in their outlet.

4.    In exceptional circumstances where this is not possible, the departmental trainer will be responsible for conducting an abridged orientation program prior to their departmental induction.   The new employee must then attend the next orientation program conducted by the Hotel.

Management Orientation

All new Management staff will be required to attend the first scheduled day of orientation only.

 

Departmental Induction

         

1.    After the orientation, new employees may commence work in their outlets. 

2.    The Department Head will organize formal induction training to assist the staff in familiarizing themselves with their working environment, equipment and procedures.

3.    The Department Head should assign a Departmental Trainer to provide induction training for the new staff.

4.    A Departmental Induction Checklist should be used to ensure proper induction is provided.

5.    A copy of the complete checklist will be forwarded to the Training Manager for record purposes and follow up.

6.    After two (2) months of service (prior to confirmation), the Department Head will review with the employee his/her performance to-date.  This information should be recorded on the Performance Appraisal Report and forwarded to the Director of Human Resources for action.

7.    When training needs are identified, the Training Manager will liaise with the Department Head concerned for further action.

Continued…Policies & Procedures on New Hire Orientation

Probationary Staff Forum

Within the first three (3) months of employment, a probationary employee will be given a forum in which various aspects of their employment can be freely discussed.

                            

The forum should be held between the eight and tenth week of employment, and include discussion of the following subjects:.

a.       Work and Related Areas

§  Any problems encountered, together with recommended solutions

§  Job expectations (meets, does not meet, exceeds)

§  Relationships with supervisors, peers (harmonious, not harmonious) plus solution if applicable

§  Effectiveness of on-the-job training

b.       Benefits

§  Medical

§  Uniforms

§  Quality of meals

§  Condition of change room/facilities

§  Recreational/social facilities

c.       Staff Opinions

Training Manager will be the facilitator at this forum. It will not be open to any other management or staff, other than the probationary staff and members of HRD.

         

Information gathered during this forum will be collated, analyzed and acted on appropriately and in a timely manner.