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Training Services

Foundations™ Workshop (2.5 Days)

Once standards have been clarified and defined, it is critical that managers are guided in the implementation and monitoring process.

FreemanGroup's Foundations™ workshop is unlike any other. It is a custom designed workshop that instructs managers of all levels in the process of implementing standards into a department and maintaining service consistency. The workshop addresses how to efficiently instruct staff to ensure commitment, how to monitor the progress of service within a department, and how to correct substandard performance.

At the conclusion of the workshop, full action plans are drawn up and agreed for the senior management to monitor and measure the progress.

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Overview

The proposed FreemanGroup workshop has four fundamental requirements at its core:

  • It must address the issues of how trainers formally plan, organize, execute, and monitor the training needs within the department on the job, and not in a classroom with flipcharts and overhead projectors.
  • It must reflect a large commitment to implementing and monitoring the agreed standards. All staff members must use them in practice.
  • It must contain role-plays to model the skills taught. It must, as much as possible, focus individual attention on each participant, recognizing his or her unique background, education, and experience.
  • It must be practical and effective for managers.

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Objectives

  • To plan and organize the training of staff within a department.
  • To conduct short pieces of on-the-job training using the Standards of Performance manuals during a regularly scheduled shift.
  • To ensure that all supervision within a department relay the same performance expectations to their staff.
  • To coach and correct staff performance in order to maintain the service standards.

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Method

Through instruction and group exercises, participants first learn the theory of training in tasks and the structure for conducting that training so that their staff can more readily and consistently apply the expected performance standards. Through demonstrations and role-plays the participants learn and practice how to best communicate those expectations, and how to give feedback that encourages repetition of the correct performance.

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Group Size

Each workshop is limited to 12 participants. This allows each one to perform a role-play, applying the newly learned principles and structure in a controlled environment. This yields the maximum impact for long-term results.

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Who Should Attend

Any supervisory/managerial position that maintains a responsibility and/or accountability for staff performance meeting the expected service levels. These individuals typically interact with employees on a daily basis in the actual workplace.

Following is a list of recommended participants for the workshop. We strongly recommend a thorough review of the actual number of persons in each position, the exact position title, since this will drive the number of workshop and the scheduling of such. All managers, assistants, and supervisors in these areas should be considered as candidates.

ROOMS FOOD & BEVERAGE OTHER DEPARTMENTS CASINO
Rooms Director
Bell Services
Concierge
Front Desk
Housekeeping
Laundry/Dry Cleaning
PBX
Reservations
Transportation 		F&B Director
Assistant F&B Director
Banquets
Beverage
Buffet Restaurant
Convention Services
Executive Chef/Sous
Chefs
Employee Cafeteria
Mini Bar Operations
Room Service
Snack Bar
Specialty Restaurants
Stewarding
Three Meal Restaurant 		Accounting
Activities
Business Center
Engineering
F&B Cashier Supervisors
Fitness Center
Gift Shops
Golf Operations
Grounds Maintenance
Kids Club
Pool/Beach
Purchasing/Receiving/
Storeroom
Security
Spa
Tennis 		Cage/Credit
Casino Security
Keno
Poker
Race & Sports Book
Slot Operations
Slot Club
Table Games
VIP Service

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Day 1

  • Introduction
    • Introduction of each delegate to one another.
  • Benefits of Training
    • Evaluating how training benefits the guest, the staff, and the company on a long-term basis.
  • What is a Training Need?
    • Determining priority areas on which to focus the training efforts.
  • How People Learn
    • Ascertaining how staff best assimilate, retain, and practice the standards taught.
  • Task Identification
    • Understanding the optimum amount of information a staff member can assimilate at any one time.
  • Demo Training Session
    • Modeling of the training skills and structure being taught.
  • Task Analysis
    • Breaking down information to be trained to ensure an efficient use of time and resources.
  • How to Introduce a Session
    • Getting a session started to obtain maximum attention and commitment.

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Day 2

  • How to Develop a Session
    • Structuring the entire session for the best results.
  • Question Technique
    • Utilizing questions to assist the staff in learning/retaining operational skills.
  • Session Plans
    • Participants prepare for their practice sessions.
  • Practice Sessions
    • Participants model the skills taught and a short critique of each follows.

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Day 3 (1/2 Day)

  • Maintaining Quality
    • Applying a structure for reinforcement coaching to encourage repeat performance of service that meets the standards.
    • Applying a structure to effectively correct staff on the job to ensure compliance to the agreed standards.
  • Organizing Training
    • Using the manuals in the workplace.
    • Determining training priorities and guest critical tasks.
    • Coordinating all activities and operational skills training within the established time frames.
    • Determining training locations.
    • Participants start preparing the scheduling process.
  • Critique of Workshop
    • Feedback concerning workshop effectiveness with a senior executive present.

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