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PHASE 1 : Orientation
Duration: 1 week
Specific Tasks and Activities to be Completed for this Program or for this Phase (Interns) or Methodology of Training and Chronology/Syllabus for this Phase (Trainees)
The expectation of the trainee’s responsibilities will be covered as well as the schedule for the trainee’s evaluations of performance. Topics include; guest services, standards, safety, security, conduct, appearance, and scheduling policies. The trainee will also receive instruction into the legal responsibilities pertaining to US Law including but not limited to sexual harassment, Americans with Disabilities Act, Family Medical Leave Act, and all associated employment laws, rules, and regulations. Trainee will be given a tour of the property and the surrounding areas. This will include areas for shopping, dining, banking, health care, and related emergency areas. The tour will also include all points of interest and the directions to and from public transportation. Trainees have the option of living in housing that is arranged by the resort. These apartments have two bedrooms, two bathrooms and are furnished. The apartments house four trainees. During arrival till departure, trainee will be guided by a HCMS on-site training supervisor for full time support. This supervisor will bring them to apply for social security numbers during orientation phase and assist with direction towards purchasing needs for stay and comfort.
Specific Goals and Objectives for this Program or for this Phase
To familiarize the trainee with both the training site and the town in which the trainee will reside for the full duration of the program.
Knowledge, Skills, or Techniques to be Imparted During this Program or During this Phase
The trainee will be required to attend a new Trainee orientation. This is designed to introduce the trainee to the company and give the trainee the opportunity to learn about customer service within our industry. The management of the company will present this orientation. It will educate the trainee with company’s philosophy, history, policies and procedures. The orientation will also familiarize the trainee with the local area; it’s attractions, and cultural aspects.
Methods of Performance Evaluation and Methods or Supervision for this Program or for this Phase
Trainee will be evaluated by both HCMS site supervisor and direct trainer in department. Constant supervision to make sure goal is met of orientating and preparing for Stage 2 of training.
To be able to measure progress, a baseline evaluation will be made. A comparison will be made with the final evaluation. The baseline evaluation will determine his/her starting knowledge and experience level and the overview the participant has of the human resources field, as he/she knows it from his/her country. Assessment of the attainment level of goals will likewise be a routine part of subsequent evaluations. Support will be provided as necessary to ensure that the goals of the overall training program are achieved.
PHASE 2: OPERATIONS
Duration: 16 weeks
Brief Description of Trainee/Intern’s Role for this Program or for this Phase
The trainee will first be given on overall view of the restaurant and its major departments, starting with Food and Beverage. Trainee will have the time to operate in this department first hand. He/she will learn each role from the front line upwards to see how the department operates as a whole. Trainee will perform daily activities of each role and take on responsibilities of the departmental positions. He/she will be responsible for performing daily scheduled tasks and practice daily evaluations of performance and outcome. Trainee will remain in role until it is mastered and understood.
Specific Goals and Objectives for this Program or for this Phase
Trainee will be educated on the operational functions of a Restaurant in an effort for him/her to develop the knowledge base on overall Restaurant Management.
Knowledge, Skills, or Techniques to be Imparted During this Program or During this Phase
- Shadow current employees in their tasks to gain understanding of roles.
- Ensures all proper paper work is completed on a daily basis.
- Ensures all station setups are complete on a timely basis.
- Makes sure service area are properly cleaned after functions and equipment is properly stored.
- Coordination of food preparation with the Chefs Department, guest service and related departments.
Methods of Performance Evaluation and Methods or Supervision for this Program or for this Phase
Method of Training/Evaluation: The trainee will be instructed by hand on, classroom instruction, and supplemental training manuals. The Department Head will evaluate the trainee’s contribution to overall goals of HCMS objectives and conduct frequent evaluation meetings to advise the trainee of the results prior to the trainees moving to the next phase. The manager will meet formally with the trainee to discuss the evaluation and get feedback from the trainee.
PHASE 3 : GUEST SERVICE
Duration: 18 – 20 weeks
Brief Description of Trainee/Intern’s Role for this Program or for this Phase
Trainee will become familiar department guest standards as they relate on a whole. He/she will learn daily site inspection based on the 5 sense rule. They will learn to monitor not only the physical appearance of the restaurant, but also the service. He/she will also take time to know how to monitor cleanliness, timely response to queiries, compensation methods for guest complaints, reporting, and official documentation for planning. Trainee will be responsible for developing evaluation methods and submitting daily and weekly inspection reports. He/she will be taught guest service protocol.
Specific Goals and Objectives for this Program or for this Phase
Objective: To become knowledgeable in evaluating methods, and timely responses to maintain quality and satisfactory guest service.
Knowledge, Skills, or Techniques to be Imparted During this Program or During this Phase
- Fulfilling role of restaurant Host.
- Pulling food requisitions from the food storeroom.
- Perform other duties as requested, such as moving supplies and equipment, and cleaning up spills, etc.
- Responding in a timely fashion to guest complaints/questions.
Methods of Performance Evaluation and Methods or Supervision for this Program or for this Phase
The trainee will be evaluated weekly by the Restaurant Manager and be assessed on the following: ability to work indepandantly; timely and accurate response to guests; team work; creativeness in role as it functions in the restaurant whole. Trainee will be given opportunity for meetings with Management to review progress and goal planning.
PHASE 4: RESTAURANT SERVICE
Duration: 16 Weeks
Specific Tasks and Activities to be Completed for this Program or for this Phase (Interns) or Methodology of Training and Chronology/Syllabus for thisPhase (Trainees);
Trainee will build on what he/she has learned from the aforementioned departments to the daily responsibilities of a Supervisor. This will be done through activities of addressing customer complaints, monitoring departmental functioning, making decisions based on company policy, assisting with shift changes and being able to maintain a professional presentation at all times. Trainee will provide information on restaurant procedures to employees, assist in review of restaurant Standards and Operations and learn to identify errors, in order to, produce a successful Tourism experience for the customer.
Specific Goals and Objectives for this Program or for this Phase
To be able to operate independant in major roles of the Restaurant.
Knowledge, Skills, or Techniques to be Imparted During this Program or During this Phase
- Learn how to calculate and plan for proper coverage of stations in restaurant.
- Ensure set up, paperwork and financial transactions are accurate.
- Ensures all setups are completed by the employees in which he/she supervises are complete on a timely basis.
- Makes sure service area are properly cleaned after functions and equipment is properly stored.
Methods of Performance Evaluation and Methods or Supervision for this Program or for this Phase
On-going training and frequent evaluation meetings utilizing structured departmental training checklists. The Human Resource and Departmental Manager will meet with the trainee regularly to discuss trainee evaluation and allow the trainee an outlet to discuss observations about his training experience.