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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)
Upon arrival their supervisor will orient them to their housing, training site, community and rules and regulations of Hospitality and Catering Management Services. The trainee will complete necessary paperwork for payroll, social security, housing agreements, and any transportation needs. (Prior to arrival, the trainee will also review all Conditions of the Training Program, sign documentation and return to HCMS Program Director). The trainee will then be oriented to specific training site, rules and regulations, and schedule of training. Training site orientation will also include presentation of company procedures, guidelines, schedules, safety, health and sanitation. Trainee will also have ongoing training on safety in house and in conjunction with insurance carriers. Lastly, the trainee will be orientated to basic training information: uniform, hours, schedule, evaluation, rotation, etc.
Specific Goals and Objectives for this Program or for this Phase
Objective: 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
To orient the trainee to both the company, training site, schedule, plans for training as well as, town and housing.
Methods of Performance Evaluation and Methods or Supervision for this Program or for this Phase
The trainee will be supervised and evaluated on three levels. First, they will be supervised by their on-site HCMS supervisor on their attendance, punctuality, attitude, completion of projects and overall morale. Second, they will be supervised and evaluated by their departmental manager through each rotation. At this level, they will be evaluated on their progress through each instruction and success with each activity and responsibility. Third, they will be supervised and evaluated by the HCMS Program Director. They will maintain constant communication and complete initial, mid and final evaluations. This will allow them the opportunity to express any concerns/questions/feedback regarding the training.
PHASE 2: HOTEL DEPARTMENT TRAINING
Duration: 16 weeks
Brief Description of Trainee/Intern’s Role for this Program or for this Phase
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)
Activities/Responsibilities: The trainee will first be given on overall view of the hotel and its major departments, including but not limited to, Food and Beverage, Front Desk and Reservations, Rooms Division, Concierge Services and Guest Service. Trainee will have the time to operate in a 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
Objective: Trainee will be educated on the operational functions of a major department of the hotel in an effort for him/her to develop the knowledge base on overall Hotel Management.
Knowledge, Skills, or Techniques to be Imparted During this Program or During this Phase
- Operational Tasks in each department
- Departments under Hotel section
- Team Management
- Customer Service
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 Stockman Hotel and Casino’s 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 STANDARTS
Duration: 18 – 20 weeks
Brief Description of Trainee/Intern’s Role for this Program or for this Phase
Activities/Responsibilities: Trainee will become familiar department guest standards as they relate to the hotel as 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 hotel, 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 in the Hotel Tourism Industry.
Knowledge, Skills, or Techniques to be Imparted During this Program or During this Phase
- Customer Service
- Evaluation Standards
Methods of Performance Evaluation and Methods or Supervision for this Program or for this Phase
Method of Training/Evaluation: The trainee will be taken through course work, computer programming classes, hands-on instructions, and continual evaluation process. He/She will also turn in weekly inspection reports.
PHASE 4: HOTEL MANAGEMENT
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);
Activities/Responsibilities: 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 hotel procedures to employees, assist in review of Hotel 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
Objective: To become knowledgeable for a management position in a hotel and develop the skills needed to operate in this vital role.
Knowledge, Skills, or Techniques to be Imparted During this Program or During this Phase
- Management of Staff
- Overall quality control
- Human Resource
Methods of Performance Evaluation and Methods or Supervision for this Program or for this Phase
Method of Training/Evaluation: 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.