training plan introduction 2009

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March 5, 2009 ]TRAINING PLAN 2009[

Training Plan Introduction

Year 2009

Porto Sokhna | Human Resources & Training 1


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CHAPTER (1)

1- Human Resources & Training Vision, Mission & Objective

VISION

To be a motivated team of multi-skilled individuals

Who demonstrate the

companys values

MISSION

To put the HR&TRG Vision into action by continually

acknowledge & enhance our employees capabilities to

ensure a positive experience for our guests which will

benefits our employees and our owner

All employees understand their role in delivering the

external promise by providing a consistent level of excellent

service in line with company standard

OBJECTIVES

To produce modern and progressive training programs

and materials that reinforces the companys

management approach



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2 Training aim for year 2009

Developing the employee's skills at all levels and positions to reach job

professionalism and also to enhance coordination between all positions in

order to maximize and improve productivity also to gain complete knowledge

of new methods and increase professionalism to follow the Porto sokhna

continuous development of its policies and procedures as well as service

standards.

COMPANY GOALS

a- GUESTS

- Increase guests satisfaction- Provide high quality of Service Standards- Ideal Comfort and Safety of guests- Guest Self Esteem

b- EMPLOYEES

- Develop and upgrade employees knowledge, skills andexperience to reach job professionalism- Providing opportunities for career growth- Job satisfaction- Maintain employees loyalty

3- Training Durations and Schedules

A- On Job Training

Executives and Department Heads through the Departmental Trainer

will make daily one hour training in their departments that can be

divided into two half hour each, according to the departmental

agenda to cover on job training subjects related to business needs.

B- Off Job Training

Will be under the responsibility of the Human Manager and will be

for full training day/days according to the duration of each training

course to cover all aspects related to our business requirements, and

will be held as indicated in the training master plan. Off-Job training

topics will be repeated from 4 to 5 times per year to enable allemployees to attend.



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C- Professionalism

In order to reach the professionalism by the end of the year, thetraining plan will be developed in a way that training subjects and

programs start in an increasingly levels from base to top.

CHAPTER (2)

General Aim for all Departments

Providing a high quality of service in order to maintain Porto Sokhna

standards in a professional manner.

Focusing on the training to reach job professionalism for all hotel

employees.

A- Front Office

Exceed guest expectation Minimize Guest Complaints

Provide professional service Up-Selling

B- Food & Beverage

Providing high quality of service and developing our F&Boperation permanently in creating and innovating new F&B

concepts. Up-Selling Achieved Guest Satisfaction

Controlling the food cost without affecting the standard

C- Engineering

Improving and developing the technical skills of eachmember of the Engineering department in order to maintain andupgrade our hotels.

Maintain the Hotel Assets to be in a very good condition



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Increase level of safety and security for guests and staff

Decrease expenses To implement the Preventive Maintenance System inorder to fulfill Porto Sokhna standards required.

D- Housekeeping

Guest comfort

Clean and tidy hotel Full implementation of the Porto Sokhna standards in allaspects of HK activities.

Increasing the capability of the staff on how to use andmaintain their equipments.

E- Human Resources

Select and hire the right candidates with the right attitudein the right Job at the right time

Employee Satisfaction

Implement the training plan in a professional and devotedway.

F- Recreation

Up-Selling activities Maintain the beach, pool and health club

Increase Guest Satisfaction and Safety

Minimize guest complaints

CHAPTER (3)

Off Job TRAINING TIME TABLE

Consists of the following:-

1) Management and Middle Management off job training.2) Supervisory level off job training.3) Rank files employees off job training.4) General Training Off job training.5) Special Courses

Time table and Master Training Plan attached



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Explanations for the time table

On 25th of each month a monthly training calendar will be established for thecoming month to clear the following:

a) Confirm dates established in the Master Annual Training Planand adjust if there is any.b) Assign the timing, and confirm the Location for topicsestablished in the Master Annual Training plan.c) Assign dates, times, Location for courses that were under

planning.

CHAPTER (4)

Departmental Trainer

It is the responsibility of the Human Resources Manager and the Department

Heads to create Departmental Trainers in each department according to the

department number of staff (one Trainer for every 25 employees).

The selected Departmental Trainer will attend the Train the Trainer program

which will be run in all hotels during March 2009 by Amer Academy for

Training and development

a)Role of Departmental Trainers

1. To assist in the identification of the departments training needs

2. To plan the training activities to satisfy these needs

3. To carry out skills training

4. To carry out departmental orientation for new employees

5. To maintain the departments training records

6. To monitor standards and give corrective training as necessary

Training Need



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If an employees present level of knowledge, skill and attitude is anything less

than the standard for the hotel, then a training need exists.

Identification of Training Needs

ObservationObservation of the Departmental Trainer or the HODDuring operation

Guest Feedback & Comments CardsThe Departmental Trainer has to communicate withthe Guest Relation for the negative feedback relatedhis/her department

Labor TurnoverIt's recommended to be shared with the DepartmentalTrainer through his Department Head

Training Records All employees has to be trained on their Job task

Productivity Reports To be shared with the HOD

Accident, hygiene & Safety reportsAll concerned Departmental Trainers has to receive acopy of the monthly report to be communicated withtheir staff

Performance AppraisalsThe mentioned improvement areas has to beaddressed in the department training plan

b) Departmental Trainers Meetings

All Departmental Trainers should attend the monthly DepartmentalTrainers meeting held with the Training Manager or the HumanResources Manager.

The Training Manager or the Human Resources Manager is to ensurethat all Department Heads meet with their Departmental Trainers everymonth to review training activities and plan future ones.

The Human Resources Manager is to evaluate Departmental Trainersmonthly plans to ensure that Departmental needs are met.

The Human Resources Manager is to meet the Departmental Trainerson a monthly basis to:

Review overall Departmental progress

Update new training ideas, methods and material

Maintain support and motivation to achieve training plan



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CHAPTER (5)

Hotel Departments essential On-Job training tasks

A list of the main tasks to be included in the Monthly on-job training plan per

department. The Department Heads are required to adjust the hereunder Job

Tasks according to their operation needs in-order to make the on-Job Training

effectively.

Each Department Head will prepare his/her Departmental on-Job Training

plan on 25th of each month after adjusted the Job Tasks given hereunder

according to the following on-Job Training calendar sample.

On-Job Training Plan Forms



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ON-JOB TRAINING CALENDAR

___________________________

HOTEL: Porto Sokhna

DEPARTMENT:

MONTH OF: Month 2009

Training Topic Date Venue Time Trainer


SAMP

LE


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___________________________

HOTEL:

DEPARTMENT: Restaurants

MONTH OF:


Uniform Presentation

Uniform Issue

Complaint Handling

Product Knowledge

Selling Skills

Personal Hygiene

Food Hygiene

Equipment Hygiene

Fire Procedures

Safety Procedures

Accident Procedures

Lost Property

Food & Beverage Service Hours

Daily Role Of The Senior Supervisors - PreService

Restaurant Sideboard Organization

Type Of Crockery, Glassware, Cutlery

Washing/Dusting Tables And ChairsWashing/Polishing Sideboards

Maintenance Of Restaurant Chair Cushions

Cleaning A Highchair



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____________________________

HOTEL:

DEPARTMENT: Room Service

MONTH OF:


Collecting Time Card

Printing Time Card In

Complete Attendance Register

Register Time In & Time Out

Cleaning Cutlery By Polishing

Cleaning China-Ware

Cleaning Glass-Ware

Cleaning Trolleys

Cleaning Hot Cases

Check Working Condition Trolleys

Cleaning Trays

Cleaning Oil & Vinegar Stand

Cleaning Salt And Pepper

Refill Salt/Pepper

Cleaning/Preparing Sauces

Coffee For One Set Up

Tea For One Set Up

Continental B/Fast For One Set Up

Continental B/Fast For Two Set Up

American B/Fast For One Set Up

American B/Fast For Two Set Up



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__________________________

HOTEL:

DEPARTMENT: Bars

MONTH OF:


Collect Key From Security

Switch On Bar LightsCollect Log Book/Check Pigeon Hole

Collect Linen Exchange

Collect Beverage Stores

Collect Cashier Reimbursement

Collect Food Stores

Cut Garnishes

Fill Fridge

Fill Check List

Collect Cashier Float

Turn On Music

Receive And Greet Guests

Seat Guests

Take Aperitif Order

How To Make Cocktails

How To Dispense Drinks

Change Ashtrays




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___________________________

HOTEL:

DEPARTMENT: Kitchen

MONTH OF:


Food Hygiene

Food Poisoning

High Risk Foods

Ten Main Reasons For Food Poisoning

Prevention Of Food Poisoning

Personal Hygiene

Preparation Of Food

Cooking Of Food

Cooling Of Food

Food Deliveries Procedure

Food Storage

Temperature Control

General Rules For Food Handlers

Ordering Dry Stores

Stock Rotation / Wastage

Types Of Operation

Cleaning Of Equipment

The Law Relating To Food And Food Hygiene

Stations Of The Kitchen




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___________________________

HOTEL:

DEPARTMENT: Stewarding

MONTH OF:


Use Of Dishwasher

Handling Clean Dishes

Cleaning Dishwashing Machine

Operating The Dishwashing Machine

Dishwashing Machine Out Of Order

Clean Fat Fryers

Clean Pans And Kitchen Utensils

Clean Black Round Pans (Poels)

Clean Copper (Kitchen)

Clean Vertical Cutter Mixer

Operate Silver Burnishing Machine

Polish (Meat Wagon/Trays)

Polish Silver

Polish Copper And Brass

Clean Floor

Clean Hood Filters

Clean Ovens

Clean Potato Peeler

Clean Bain Maries

Clean Refrigerators


___________________________



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HOTEL:

DEPARTMENT: Reception

MONTH OF:


Front Desk Menu

Print Registration Card For Arrival (Individuals)

Print Registration Card For Arrivals (Groups)

Pre-Registration For Arrivals

Welcome Letters

Keys For Arrival

Individual Arrival Preparation

Group Arrival Preparation

VIP Arrival Preparation

How To Cut A Room Key (One Key)

How To Cut Room Keys (More Than One)

How To Cut A Duplicate Key

How To Cut A New Key

How To Restore An Actual Guest Key Code

How To Cut A Loader Key

Computer Keyboard Functions

Use Of Function Keys

Sign On Computer Terminal

Hotel Menu

Log On/Off Computer Terminal


___________________________

HOTEL:



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DEPARTMENT: Bell Service

MONTH OF:


Follow The Hotels Posting Positions

Maintain Bell Stand Logbook & Front Sheets

Load Luggage

Provide Door Service For Guests

Use The Guest Information Directory

Assist In Rooming Guests

Assist Guests At Check-Out

Provide Storage For Guest Luggage

Perform Errands For Guest & Management

Arrange For Or Hail Taxis For Guests

Deliver Mail, Messages, Facsimiles, Packages

Provide Valet Parking

Deliver Express C/out Packets To Guestrooms

Deliver Morning Newspapers To Guests

Process Guest Laundry

Deliver Guest Service Equipment & Supplies ToGuestrooms

Assist With Luggage For Group Arrivals &Departures

Perform Upkeep On Courtesy Vehicles

Report Courtesy Vehicle Accidents

Provide Courtesy Transportation

Arrange Limousine Service

Follow The Hotels Posting Positions


___________________________

HOTEL:

DEPARTMENT: Guest Relation



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MONTH OF:


History Of The Hotel

Building Layout And Floor Plans

Location Of Guest Rooms And Views

In Room Facilities

Location Of The Hotel Outlets

Operating Hours Of The Hotel outlets

Location Of The Function Rooms

Recreation Facilities

Key System

Fire Exists And Procedures

Handover/Logbook

Guest Courtesy

Guest Relations Reports

Floor Plan Procedure

Amenities

Correspondence Check

Room Blocking

Guest History Up Dating

Room Inspection Procedure

Room Escorting Procedure

Guest Questionnaire


__________________________

HOTEL:

DEPARTMENT: Housekeeping

MONTH OF:



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Set Up Room Attendant Trolley

Park R.A. Trolley In Guest Hallway

Entry To Guest Rooms

Open Curtains/Draperies

Check Lights, AC, TV

Remove Garbage/Room Service Trolley

Strip Bed

Make Bed

Clean/Dust Furniture

Replenishment Of Supplies

Reporting For Maintenance

Remove Garbage

Remove Soiled Linen

Clean Glasses And China

Clean Wash Basin

Clean Wall Fixtures And Air Exhaust

Clean Shower Curtain

Clean Bath Tub

Clean Bidet

Clean Toilet

Disinfect Telephone

Set Up Room Attendant Trolley


_____________________________

HOTEL:

DEPARTMENT: Laundry

MONTH OF:



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Collect Key From Security

Open Laundry

Open Steam/Air Valves Of WashersLoad/Unload Washers

Check The Lint Screen Of Dryers

Load/Unload Dryers

Check The Flow Of Work

Check The Linen Chute

Check The Floor Cleaning

Check The Equipment Change

Check The Duty Roster Of Section

Control On Supplies

Control On Energy

Check The Quality Of Finished Work

Record Daily Loads

Report Malfunctioning Machine

Follow Up On F&B/Rooms Linen

Check On Washing Formulas

Check On Chemical Use

Check On Damaged Linen

Schedule Worker As Per Work Loads


___________________________

HOTEL:

DEPARTMENT: Recreation

MONTH OF:



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Greet Guests Upon Entry Using Standard ScriptUsing Guest Name

Supervise Users Of Gym

Supervise Users Of Jacuzzi

Supervise Users Of Sauna

Answer Telephone Enquiries

Make A Massage Booking

Make A Tennis Booking

Make A Boat Hire Booking

Make A Lesson Booking

Introduce Prospective Members With A TourAnd Explanation

Sell A Membership

Answer Enquiries

Control Micro Operation

Rent Equipment

Issue Locker Key

Issue Towels, Bathrobe And hand towel

Maintain stock of Towels, Bathrobes & Handtowels

Return Lost Items To Housekeeping

Make Sale Of Merchandise


___________________________

HOTEL:

DEPARTMENT: Purchasing

MONTH OF:



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Check In-Tray

Check Fax Machine For New Quotes

Prepare Things To Do To-Day

Sort Pending Prs/Action

Check Receiving Yellow copies/Follow-UpPending Items

Obtain Quotes As Per Purchase Request

Follow-Up With Vendors For Pending Quotes

Compare Prices

Select Vendors

Prepare Major Vendor List

Keep Vendor Record For Daily ListKeep Emergency Contact Numbers/Address

Visit Market Daily

Provide Market Price Trend/Market Conditions

Collect Product List From Vendors

Provide Seasonal Item List

Negotiate Prices With Vendors

Obtain New Products If Price Is Cheaper

Provide Sample Control Sheets

Communicate On Not Available Items

Provide Substitute To User


____________________________

HOTEL:

DEPARTMENT: Engineering

MONTH OF:



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Daily Staff Briefing

Handling/Maintenance Work Orders

Feeding Mwos Cost/Man hours In ComputerWeekly Maintenance Work Order Analysis

Raising Purchase Requests

Feeding Guest Rooms Maintenance Cost/Manhours In Computer

Feeding Public Areas Maintenance Cost/Manhours In Computer

Feeding Service Areas Maintenance Cost/Manhours In Computer

Record Keeping/Building Maintenance WorkSheets

Checking/Sending Maintenance Work Sheets

Making Store Requests

Supervision - Vehicle Repair And Maintenance

Supervision - Diesel EnginesRepair/Maintenance

Supervision - Garden EquipmentRepair/Maintenance

Execution Job After Approval

Scheduling Staff For Overtime

Preparing Staff Duty Roaster

Conducting On-Jon Training

Making Staff Progress Report

Inspection Of Garden Irrigation System

TRAINING ATTENDANCE SHEET

___________________________

SUBJECT TRAINED:

TRAINED BY:

DATE:



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Original attendance sheet to be sent to Human Resources Department and copy to

be kept in the Departmental Training file.

No. Trainee's Name Position Department Signature

1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

16

17

1819

20

Trainer Signature

_______________

DEPARTMENTAL TRAINING RECORD

________________________________

DEPARTMENT:

RECORDED BY:

MONTH OF:



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Employee's

ClockNumber

Employee's NameTopicName

TopicName

TopicName

TopicName

TopicName

TopicName

TopicName

TopicName

TopicName

TopicName

TopicName

TopicName

Departmental Trainer Signature _______________________

Department Head Signature _______________________

EMPLOYEE TRAINING RECORD

___________________________

EMPLOYEE NAME:

DEPARTMENT:



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MONTH OF:

Training Topic DoneNot

DoneDate Remarks

Departmental Trainer Signature _______________________

Department Head Signature _______________________

This form will help the Human Resources Manager to track eachemployees training history by keeping a training record in eachemployees personnel file.

The above form to include all the monthly topics, copy to be sent to

Human Resources signed by the Department Head.

Monthly the Human Resources Manager will send all the record to

Human Resources Head office with the monthly Reports

Measuring and Evaluating the Training Results

In order to confirm that the results expected from the training plan have been

achieved, there will be methods to measure the success and failure of the

plan.



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Methods of measuring the results of the training

Training tests

Guest direct feedback Guest comments ( questionnaires )

Management observation

CHAPTER (6)

Off Job Annual Training Plan, time table attached

THANK YOU

training plan introduction 2009

Documents