career development toolkit -...

CareerDevelopmentToolkit

© 2009 Hilton Worldwide Confidential & Proprietary 2

Career Development ToolkitOverview

This tool kit supports both informal and formal(PDR) career discussions

• Informal – When a team member requests basiccareer support, the toolkit can provide a range ofresources as required.

• Formal – At the point of agreeing to support an individual’s career development, the toolkit provides a range of resources, which can be selected /adapted to meet the needs of both the individual and the operation.

The resources provided are useful alternativeswhen formal career development programmessuch as Leadership 1, 2, or 3 are not an option inthe short term.


Career Development ToolkitContent

Section 1A guide to planning your career

Section 2• Level 1 Resources - to support development from

FLC to supervisor• Level 2 Resources - to support development from

Supervisor to Assistant Department Manager• Level 3 Resources - to support development from

Assistant to Department Manager

Section 3Activity Cards - activities to support developmentwithin and across specific functions

Section 4Additional Resources

Section 1


Career Development ToolkitA Guide to Planning Your Career

2. Download and complete the Careers Workbook

Hilton University CourseAsserting Yourself Professionally 1548

Get Your Career on the Fast Track 1785

Goals and Setting Goals 1773

Preparing as the Interviewee 1627

Preparing for the Behavioural Interview 1625

Actions to Support Career Development1. Register on the Hilton Careers Clinic website http://www.hiltoncareersclinic.com

3. Participate in you PDR - career discussion

- Action - Set development goals (PDP) - Review achievement in accordance with PDP

4. Review internal opportunities

- Meet with your manager to discuss the next step - Check for suitable positions via Notice Boards, HR.net and http://www.careersathilton.com - Review Fact sheet on making an internal application

Section 2

7

Career Development Toolkit

Level 1 FLC toSupervisor


Career Development ToolkitLevel 1 FLC to Supervisor – Hilton University Course

Hilton University Course HU Code

Giving Feedback to Colleagues 1588

The Basics of Delegation 1688

The Mechanics of Communicating Effectively 1518

Working Effectively with Customers 1580

An Introduction to Project Management 1832

Time as a Resource 1782

Dynamics of Leadership

Assertive Management 1 & 2

Emotional Intelligence

Leadership and Change 1635


Career Development ToolkitLevel 1 FLC to Supervisor – Leadership 1 Recommended E-learning

Leadership 1 Recommended E-learning HU Code

Tomorrows Managers Development Tools 1659

Basic Business Skills to Get You on the Fast Track 2791

Communication Skills to Fast-track Your Career 2809

Interpersonal Skills on the Fast Track 1786

The Boss Factor 2839

Managing Your Career: Getting on the Right Track 2828

Managing Your Career: You and Your Boss 2829


Career Development ToolkitLevel 1 FLC to Supervisor – Practical Skills & Experiential Learning Activities

Practical Skills & Experiential LearningArrange to participate in a job chat

Take charge of a shift and allocate roles

Deliver a pre shift brief and post shift de brief

Seek guest feedback and action appropriately

Support the job skills training of a new start

Develop a number of SMARTA objectives to drive an increase in SALT scoresfor your department

Basic OnQ training – Checkin/out and Posting

Practical Skills & Experiential Learning – Role Specific

Complete all Activities at Level 1 (FLC to Supervisor) on your department activity card

Through cross exposure, complete the FLC to supervisor actions from other department checklists

11

Career Development Toolkit Level 2 Supervisor to Assistant Manager

Level 2Supervisorto AssistantManager


Career Development ToolkitLevel 2 Supervisor to Assistant – Hilton University Courses

Hilton University Courses HU Code

Managing Delegation 1670

Leadership Communication Skills 1521

Identifying Problem Performance 1692

Planning Your Presentation 1581

Presenting Successfully 1528

Customers, Confrontation and Conflict 1609

Resolving Conflict with Communication Skills 1522

The Master Negotiator 1585

Introduction to Financial Analysis 1254

Problem Solving: Generating Alternatives 1768


Career Development Toolkit Level 2 Supervisor to Assistant – Hilton University Courses

Hilton University Courses continued HU Code

Decision Making: Implementation and Evaluation 1770

Decisions and Risk 1797

An Introduction to Project Management 1832

Dealing with Problem Performance 1693

Leadership and Change 1635

Success over Stress 1790

Communicating to get results 2804

Profit Margins

Giving and receiving feedback

Managing your manager


Career Development Toolkit Level 2 Supervisor to Assistant – Practical Skills & Experiential Learning Activities

Practical Skills & Experiential Learning

Work through checklist on the Level 2 (Supervisor to Assistant Manager) department activity card

Produce a rota based on productivity and skills levels

Deliver a presentation at the Department Meeting

Analyse department SALT results and agree improvement plan with team

Design and present an idea to improve sales to your line manager

Identify a team member who is not performing to standard and support an improvement plan

Through cross exposure complete activities at Level 2 from other Department Check lists

Research another brand and understand the brand icons and market positioning

Visit another brand and prepare analysis of brand strengths against expectations and competitors

Attend weekly Operations Meeting and contribute to planning discussions

Gain exposure to PAMS and develop payroll knowledge management – including rules around contract hours, workingtime and lieu time

Attend morning brief and brief the team on daily business


Career Development Toolkit Level 2 Supervisor to Assistant – Practical Skills & Experiential Learning Activities

Practical Skills & Experiential Learning Continued…

Become Green Team Member or Hilton Exchange Representative

Attend First aid course as a requirement for 'Manager on Duty Shifts'

Act as second Representative for Health and Safety and complete department Risk Assessments

Analyse the QA audit and identify key areas for improvement within Department

Participate in Journey Ambassador shadow shifts

Place an order using Birchstreet

Attend a recruitment interview with Manager and take interview notes

Gain an initial understanding of financial procedures, including credit control, postings, billing, OnQaccount management - House accounts/Group Masters

Career Development ToolkitLevel 3 up to Head of Department

Level 3up to Headof Department


Career Development ToolkitLevel 3 up to Head of Department – Hilton University Course

Hilton University CourseTaking on a Management Role 1657

Planning Your Presentation 1581

Presenting Successfully 1528

Leading an Effective Business Meeting 1532

Mentoring Effectively 1676

Performance Reviews 1681

Improving Your Image 1787

Analyzing the Market 1703

Enterprise Analysis and Making a Business Case 1604

Evaluating Creative and Innovative Ideas 1777

Generating Creative and Innovative Ideas 1776

Introduction to Financial Analysis 1254

Problem Solving: Generating Alternatives 1768

Strategic Management - Analysis and Choice 1864

Introduction and What is Marketing

Developing and Deploying Strategic Plans 1757

Fundamental Components of a Business Case 1857

The 6 customer focus e.learning modules


Career Development ToolkitLevel 3 up to Head of Department – Hilton University Course

Hilton University Course Continued…Communicating to get results 2804

Obtaining Results from the Boss 2832

Interpersonal Communications: The Process 1517

Workplace Communication Skills 1519

Listening, Influencing and Handling Tough Situations 1573

Techniques from Improved Time Management 1762

Developing Excellent Time Management Habits 1763

Major time management challenges 1781

The Basics of Delegation 1668

Delegation: The Personal Approach 1669

Teamwork and Emotional Intelligence 1576

The Model Leader 1636

Energising and Empowering Employees 1638

Developing the Team and its Culture 2732

Making decisions dynamically 1769

Decision Making: Implementation and Evaluation 1770

The principals of Financial Management 1617

Competitive Factors in Strategic Marketing 1704

Success over Stress 1790


Career Development ToolkitLevel 3 up to Head of Department – Practical Skills & Experiential Learning Activities

Practical Skills & Experiential Learning

Complete activities at Level 3 ( up to HOD) on your department checklist

Plan and deliver a team meeting

Identify potential talent and design a support plan for one individual

Complete a formal PDR

Carry out a competitor analysis and design a marketing plan

Identify the key financial metrics for the department and current strengths / weaknesses

Complete a SWOT analysis for a local competitor

Develop a strategy to improve sales / generate savings

Carry out a full SWOT analysis on another department and present to the Managers Meeting

Deliver a team training event

Design an incentive plan - non financial

Identify an interdepartmental issues and work to resolve it

Conduct a full selection interview ( under supervision if not attended L3 module)

Conduct an investigation (in liaison with HR)

Complete all Activities in relation to the Journey Ambassador Role

Experience your role in an alternative market segment - e.g. city/corporate, Leisure/country or airport

Identify the key variances to the role

Attend H&S for Managers - L3 module




Research another brand and understand the brand icons and market positioning

Visit another brand and prepare an analysis of brand standard against delivery and the key differentials

Understand hotel marketing plan and corporate collateral guidelines

Job Swap - within property, arrange a job swap at your current level -complete appropriate activity list

Complete e.learning Forecast Data Review Module

Chair a department meeting

Chair a formal disciplinary hearing

Prepare and deliver a full PDR discussion with a team member

Analyse Departmental P&L and identify trends and actions

Complete a PDP for a team member

Participate in a working party / steering group activity

Analyse guest feedback and produce an action plan to address key issues

Complete a return to work Interview and chair an Attendance Management Meeting

Coach a new start to successful probationary review stage

Work with another department to improve communication / co-operation

Produce a TMOS action plan with the support of the team

Attend Recognition tutorial - http://tools.hilton-recognition.com/recognitionworks/

Implement recognition activities




Complete a department SWOT analysis and action plan

Complete a competitors analysis and evaluate

Complete a review of departmental risk assessments

Know what to do in the event of an emergency

Refresh opening and closing procedures

Carry out a hotel show around

Section 3


Career Development ToolkitDepartment Activity Cards

Development Level Activity Date Signature

Housekeeping

FLC – Supervisor Spend a day with Housekeeping DT and check off job skills covered

Complete HU Brand Modules for Housekeeping

Supervisor - Assistant Understand Room Types and Floor Plans

Check and give feedback on serviced room standards

Assistant - HOD Allocate Daily Duties

Collate feedback from the checkers and identify any commonissues

Update Room status in system

Review QA audit plan / SALT scores and recommend actions toimprove

Draft a monthly rota based on productivity ratios and contract types




Banqueting

FLC - Supervisor Understand Banqueting food and wine menu's

Attend weekly Function Sheet meeting

Shadow a banqueting event with the department DT and check offjob skills covered

Complete HU brand standards module (s) for Banqueting

Supervisor - Assistant Supervise one aspect of two different events/functions - givingdirection as required

Check the satisfaction of the event organisers / carry out Exitinterview

Complete weekly banqueting forecast with Manager

Review the overall efficiency of the event a prepare feedback forthe Department Manager

Assistant - HOD Attend an event planning meeting

Plan the running of an event - delegating duties according toteam/individual strengths

Oversee the management of an event/function




Finance and HR

FLC - Supervisor Observe the night audit process

Supervisor - Assistant Understand Birchstreet and process an order accordingly

Spend a day in Cluster Finance - observe daily business reporting

Understand the principles of the HOM and its impact on recruitmentpractice

Assistant - HOD Shadow the processing of income audit and credit control

Read and Interprate monthly P&L - identify strengthys / weakness

*Attend weekly RMCC callover and identify business trends

Deliver a session from the New start Orientation

Conduct an investigation in liaison with HR

Prepare an update to Department Managers on Labour Turnover




Meetings / G,C&E

FLC - Supervisor Complete Job Skills checklist

Complete HU brand standards module (s) for Meetings

Shadow shift in the Business Centre

Supervisor - Assistant Complete HU brand standards module (s) for Meetings

Complete a meeting room audit

Attend an operations meeting / event brief

Assistant - HOD Identify meeting capacities and set up options

Room rental guidelines and contracts

Review electronic diary - for example GEM and comment on thechase system

Review brochures and promotional materials and makeimprovement suggestions




Sales

FLC - Supervisor na

Supervisor - Assistant Pre check all areas in advance of a show around

Attend a show-around

Assistant - HOD Arrange and complete a show-around / fam trip

Contact DOS to understand sales strategy and segmentation




Journey Ambassador

FLC - Supervisor Meet the Journey Ambassador and understand the role andresponsibilities

Understand the key customer service issues for your property -review SALT

Complete Journey Ambassador HU module

Identify knowledge gap to be a JA

Supervisor - Assistant Complete Journey Ambassador HU module

Shadow the Journey Ambassador

Analyse the Journey Ambassador log and discuss with relevantHODs

Perform the Journey Ambassador role

Act on a key customer service issue and review SALT crossdepartmentally

Assistant - HOD Complete Journey Ambassador HU module

Analyse the Journey Ambassador log and discuss with relevantHODs

Perform the Journey Ambassador role




Journey Ambassador Continued…

Assistant - HOD Identify and communicate with 2 HH guests, gain and action theirfeedback their feedback, cross departmentally if required

Complete e.learning modules on SALT and HH Overview andHH Membership Benefits

Analyse the 'Voice of the Customer' scores and co-ordinateimprovement plans with relevant HODs




Reception

FLC - Supervisor Spend a day on the Front Desk and check off learning againstJob Skills List

Complete HU Brand Modules for arrival/ departure

Complete CRM Training

Complete basic switchboard training

Understand Room Types and Floor Plans (Room Grades)

Supervisor - Assistant Understand hotel general knowledge - via PIM

Deal with a room allocation issue - ensuring guest satisfaction andsystems update

Complete HU Brand Modules for arrival/ departure

Assistant - HOD Complete OnQ property Management ( 40 hours)

Complete Checking process

Update Room status in system

Explore IDEAS,V51, PIM




Reception Continued…

Assistant - HOD Assess Yield Par performance over 3 months

Attend weekly RMCC call over and identify business trendsand strategy

Attend BFM - weekly

Review QA audit plan / SALT scores and recommend actionsto improve

Complete e.learning IDEAS, Revenue management system




Food & Beverage

FLC - Supervisor Spend a shift in each F&B area of service, covering the key serviceperiods

Tick of all brand skills covered on the checklist

Complete HU brand standards module (s) for F&B

Supervisor - Assistant Shadow a supervisory shift in each F&B out-let

Understand the concept , menus and drink offering in each servicearea

Comprehend the table / floor plan and service styles andoperational structure

Prepare a matrix of food and wine pairings

Understand the principles of HACCP

Complete Service peaks and troughs analysis and makeimprovement recommendations

Audit the effectiveness of tray collection and make anyrecommendations as required

Participate in a stock take and give feedback on the exit status

Gain exposure into cellar management, PAR levels, stock controland security




Food & Beverage

Assistant - HOD Understand and update MICROS

Analyse drink trends and design a promotion to meet the needsof the guests

Make suggestions for new menus

Design a tool to encourage and reward up selling activity

Supervise a full shift giving pre and post feedback to the team



Understand the business strategy for F&B and relate to thebusiness plan

Work with Chef on project e.g. menu engineering, wastage, spendanalysis




Kitchen

FLC - Supervisor Complete a shift as a steward - understand the equipment andsystems of work

Assist in an area of food preparation

Understand and demonstrate food safety standards

Develop an SOP for a specific dish including costing

Work with Sous/Head Chef to develop Seasonal Menu with SOPand costings

Participate in kitchen stock take and identify necessary PAR levels

Prepare section handover sheet

Liaise with supplier e.g. place an order / enquire re seasonal offersetc

Supervisor - Assistant Assist in the receiving, checking and processing of a food delivery

Complete an audit of storage practices within the kitchen

Support service delivery at the pass - focus on portion control,presentation and efficiency

Attend weekly Food and Beverage Meeting




Kitchen Continued…

Supervisor - Assistant Develop Section Handover sheets and MEP lists

Participate in a new menu launch

Hold a Restaurant / Kitchen service brief and/or debrief

Identify and report maintenance lists

Complete Bi-monthly health and safety audit

Carry out Food Cost calculation and GP's

Assistant - HOD Following the morning meeting, brief the kitchen brigade to ensurebusiness needs are met

Complete an audit of H&S practice in all food preparation areas

Participate in a stock take

Support the Chef in placing a food order

Design and cost a menu option




Kitchen Continued…

Assistant - HOD Deliver a brief to food service colleagues on the menu items



Section 4


Career Development ToolkitUnderstanding your Careers Workbook

Workbook includes:

Career Mapping – the process of identifyingwhat motivates and satisfies using:• Values exercise• Interests inventory• Preferred working environment• Personal SWOT

Visioning and goal setting• Visioning exercise• Stages in career management

Self-Awareness• Belbin• Myers Briggs

Networking and first impressions guidance

To download your Careers Workbook visitwww.hiltoncareersclinic.com


Career Development ToolkitUnderstanding your Careers Workbook


Career Development ToolkitCompleting your Personal Profile

Who has a ‘Personal Profile’?

Individuals who have been identified as suitableand are willing to change positions

• Within current hotel

• Within Cluster

• Within Division

• Within UK / Internationally

Personal Profiles are used by Recruiters to gainan understanding of an individual’s suitabilityfor a role


Name

Short Term (0-2 yrs)

Development Needs for Current Job and Future Goals

Personal DataJob Title: General ManagerHotel/Location:Date into current job:Start Date Hilton:Manager Name:Mentor Name:Date of last PDR:Box Rating:Family status:

My Personal Development Goals:

Development Action Plan

Employment History

Personal Prefs/Mobility

Education / Training /Development Activity

Photo

Languages/Competence

Significant Recent Achievements/Reason for “Ready Now Status”

Longer Term (2 yrs +)

Current Competencies, Skills, Knowledge, Experience


Career Development ToolkitInternal Candidate Resourcing Process and Feedback Factsheet

• Outlines the process an internal applicantshould expect to experience when applyingfor an internal position

• Outlines the process a Recruiter and LineManager need to follow with an internalcandidate when recruiting for a position


Career Development ToolkitInternal Candidate Resourcing Process and Feedback

career development toolkit -...

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