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Training Services

Practices™

The defined difference between FreemanGroup and its major competitors is found in the Practices™ training. Once managers have established standards and know how to receive instruction on implementing those standards in each department, it is critical that the implementation be flawless. FreemanGroup believes that without focused on-site service training within each operating department, what is learned may not be what is practiced.

FreemanGroup trainers go on-site and, within each department, model the principles learned through the Foundations™ workshop. The trainers guide managers and show them how to best implement and monitor the agreed upon standards.

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Objectives

  • To complete the process started with the Standards of Performance Manuals and in Foundations™. Participants will now put the theory into practice in their own departments, with their staff.
  • To ensure consistent adherence to your guest service goals through individual on-the-job training.
  • To ensure that all employees are thoroughly aware of the responsibilities and standards that they are expected to achieve, and this in turn leads to a strong foundation of good attitudes.
  • To address training needs through a proactive approach rather than a reactionary process.

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Method

Practices™ takes knowledge to its ultimate test in the actual work environment, dealing with day-to-day encounters with guests. Managers and supervisors are coached and trained to conduct effective training sessions while monitoring employee performance on the job. Through daily hands-on training sessions in the workplace, employees will learn by practicing and being measured on guest critical tasks. Practices™:

  • Incorporates training and coaching into managers' daily responsibilities.
  • Reinforces existing and introduces new standards of performance.
  • Elevates staff's level of performance to the standard by the end of the week.
  • Gradually improves consistency of service and product.
  • Improves attitude and motivation of employees by clearly communicating the job expectations while providing immediate feedback on progress.
  • Enables the department manager to address need areas through an organized method.

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Program Outline

Practices™ will be conducted jointly by the FreemanGroup trainer and the department manager/supervisor in the identified departments covering the following:

  • Preparation: Coordinate a training schedule based upon guest critical standards agreed by management. These schedules will be reviewed weekly and adjusted according to needs, ensuring that managers have:
    • Allocated trainers to each group of employees to be trained.
    • Determined training dates and times so that all employees are trained during their shift and allowing adequate time for that training
    • Identified training locations and any materials for sessions.
    • Prepared and reviewed the session plans among all assigned trainers to ensure consistency in communicating information to staff.
    • Assembled any necessary support material for each session.
  • Training: Observe the training sessions in the departments to:
    • Evaluate the skill levels of the managers/supervisors.
    • Train and coach the managers/supervisors on their training techniques and results.
    • Model and conduct training sessions to demonstrate how consistency of standards can be obtained when a supervisor/manager needs further skill development.
  • Monitoring and testing: Monitor that training is occurring by department daily, and in accordance to the training schedules. Staff will be tested to the standard described by the Standards of Performance Manuals.
  • Corrective coaching:
    • Visit each shift periodically and check for progress.
    • Observe the managers/supervisors coaching staff members on tasks trained.
    • Give feedback to managers/supervisors regarding the coaching process.
    • Observe employees performing task, offering reinforcement on performance that meets the standard; if performance is below standard, address with supervisors/managers and follow up.

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