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Training Services

Sequence of Service™

The FreemanGroup trainer works with the managers and supervisors to design a Sequence of Service for the designated department, utilizing the Standards of Performance (SOP) Manuals.  We assist the client's managers and supervisors in preparing the session plans for training the staff in the designated sequence, which are then presented utilizing the techniques learned at the Foundations™ Workshop.  Through hands-on training sessions, employees learn the basic minimum knowledge required to serve the guest.  We work together to determine the optimum times throughout each day to train the staff and to review the information to be trained for consistency among shifts.  Managers and supervisors are coached and trained to conduct effective training sessions while monitoring employee performance on the job.

The FreemanGroup Trainer and the department manager/supervisor in the identified departments conduct sequence of Service training jointly.

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Overview

The FreemanGroup trainer works with the managers and supervisors to design a Sequence of Service for the designated department, utilizing the Standards of Performance (SOP) Manuals. We assist the client's managers and supervisors in preparing the session plans for training the staff in the designated sequence, which are then presented utilizing the techniques learned at the Foundations™ Workshop. Through hands-on training sessions, employees learn the basic minimum knowledge required to serve the guest. We work together to determine the optimum times throughout each day to train the staff and to review the information to be trained for consistency among shifts. Managers and supervisors are coached and trained to conduct effective training sessions while monitoring employee performance on the job.

The FreemanGroup Trainer and the department manager/supervisor in the identified departments conduct sequence of Service training jointly.

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Objectives

  • Design a work cycle for the designated positions.
  • Incorporate the basic hospitality standards into an employee's daily routine.
  • Achieve and maintain a higher standard of performance from a new employee, as well as an existing one.
  • Maximize the retention level of your staff with effective training techniques.
  • Ensure that all staff members within the property achieve guest expectations.
  • Maintain the standards through reinforcement and corrective coaching.
  • Agree on a follow-up action plan with the managers and supervisors at the department to reinforce the Standard of the Week program and, most importantly, to coach the learned standards.

The Sequence of Service training will be conducted by the FreemanGroup Trainer. All department or outlet managers must attend at least one session for each position as a participant. This will facilitate the coaching and follow-up that will be conducted jointly by the FreemanGroup trainer and the managers.

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Program Outline - Day 1

  • Identify the sequential tasks each position needs to serve the guest.
  • Revisit the SOP Manuals and evaluate all procedures and standards for each task in the sequence and determine its applicability.
  • Incorporate the hospitality standards and proper phrases into the sequential tasks.

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Program Outline - Day 2

  • Prepare session plans for each agreed Sequence of Service to ensure consistency in communicating information to staff.
  • Practice the sequence on the job.
  • Determine training dates and times so that all employees are trained by shift daily, allowing adequate time for that training.
  • Allocate trainers to each group of employees to be trained.
  • Identify training locations and any materials for sessions.

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Program Outline - Day 3, 4, 5

  • Implementation of the designed sequence on the job. The FreemanGroup Trainer will conduct a four-hour training seminar for every five staff members, divided by position.

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Program Outline - Day 6, 7, 8

  • Corrective Coaching. The FreemanGroup Trainer will:
    • Visit each shift periodically and check for progress.
    • Observe the managers/supervisors coaching staff members on tasks trained.
    • Give feedback to managers/supervisors regarding coaching process.
    • Observe employee performing task, offering reinforcement on performance which meets the standard; if performance is below standard, address with supervisors/managers and follow up.
    • Ensure all employees have been trained and coached to your requirements by the end of the week.

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