the basics of training

7/29/2019 The Basics of Training

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Oriental Hospitality Consultants – OrientalHospitality.com

The Basics Of Training

1. Employee Training

2. What Is A Standard?

3. Advantages Of Training For Employee

4. Advantages Of Professional Training For Management.

5. Step By Step Introduction For Trainee

6. 4 Step Training Method

7. 9 Step Training Method

8. Helping Others Grow

9. Leadership

10. Tasks of A Leader – What Leaders Do

11. Factors For Motivation

12. Ten Laws Of Customer Satisfaction

13. Hygiene Operational Details

14. The Six Golden Service Rules For F&B




Employee Orientation

Material & Papers:

- Orientation Checklist- Sop’s

- Job Description

- Rules & Regulations

1. The hiring of a new employee for the hotel is crucial for his/her approach and attitude

towards the company.

2. The orientation of the new employee should be accordingly to his/her responsibilities,

assigned position and organization level.

( Especially supervisors should be informed in detail about their overall

responsibilities )3. With every new employee, a written contract is issued in 3 copies.

( 1 for employee, 1 for management, 1 for Human Resources )

4. Clear information are given about work schedule, necessary adjustments according to

business volume, lunch/dinner breaks, overtime, split/shift hours.

5. Before signing the contract the employee will be informed about the wages in detail

( gross & net salary, payments, taxes, insurance, overtime pay,holidays, sick leave, maternity leave, family leave ect.)

6. All new team members are informed about the conditions of accommodation public

transport, offices, hospitals, shops etc.7. Details about safety regulations, accident prevention and health & sanitation

Guidelines ( employee’s handbook ) are issued to each new employee.

8. Prior to starting work, team members are informed about their possible future

Prospects (training plans, promotions, internal transfer possibilities, salary)

9. Not only material conditions are tipping the balance!

10. Besides the introduction of the direct supervisor, the orientation includes as well the

Director of Human Resources and other Head of Departments.

11. Social attributes like sports events, family days, welfare, special team events

( beach cleaning, local community approach) might be mentioned.12. Additional social benefits like yearly performance bonus and service charge should

be explained according to company’s regulations.

13. A high staff turnover during pre-opening and grand opening of the property is to be

expected.

14. A thorough introduction into the new employment is of outmost importance for proper working conditions, safety regulations and accident prevention. The accident

risks in the first half year is about 50% higher compared to the second half.

15. Detailed guidelines and a comprehensive orientation is handed over to the new staff.

16. A copy of the related job description for the assigned employee is issued.17. Moreover an informal introduction with fellow team members is mandatory.

18. Prior to starting work, the specific assigned desk & office with related departmentsections are shown and explained.




What is a Standard:

Something set up and established as a rule or

Model for the measure of quality or value.

The guest comes first

Consider guest expectations

Do things right the first time!!!!

Recognize the needs of the guest and communicate our vision.

Follow rules and regulations of HI at all times.

Remember to be the best and not part of the rest!

To ensure consistency, quality control, management tool, training tool

Train & exercise your tasks & ask for help if necessary to improve always

For every 100 guest who complain, 26 others are silent

Keep up communication between your supervisor and subordinates.

We hear only from 1 out of 27.

Those who complain, 91% will never return if nothing is done.

Every customer who has a complaint will tell 8-16 others.

It costs 5 times more to attract a new customer than to keep an existing one.

82% –

95% of complaining customers will return, if something is done toresolve it.




A “right hander” observes best f rom the right hand side and therefore should be standingOn the right side of the trainer.

9. StepCheck for the best possible conditions and requirements

Provide proper lightning, temperature, tools, flip chard, etc.

10. Step

And now train !!!

4 Step Training Method




1. Prepare the new staff for his / her duty:

- Arrange for positive and relaxed atmosphere

- Point out the importance of the task.

- Describe briefly the basic steps- Check on knowledge previously acquired by the trainee

2. Explain and demonstrate the task in small steps:

- Slowly and precise from the beginning

- Split up the task in small steps

- Mention and describer the main points- Speak in the language of the trainee

3. Let the trainee execute the task and explain in detail:

- Step by step from down from the beginning

- Prevent any mistakes or wrong approach from the beginning

- Observe the trainee attentively

4. Let the trainee practise the task and check the details:

- Give the trainee enough time

- Provoke him / her and ask detailed questions

- Accept errors and assist with proper adjustments- Motivate the trainee and give him / her self confidence

9 Step Training Method




Managers Leaders

Practical Visionary

Reasonable Experimental

Decisive Options

Analytical Intuitive

Controlled Spontaneous

Orderly Chaotic

Logical Unpredictable

Mannered Passionate

Develop Create

Knowledge Insight

Systems People

Tasks Of A Leader - What Leaders Do




Basic law:Outmost cleanliness is required for the operation of the entire kitchen operation.

Most important factor for the professional hygiene is absolute cleanliness with oneself,

Preparation and handling with all food & beverage ingredients, machinery, applicants

Interior, equipment and operating space, production and service area.

Health is the most valuable asset for oneself. The professional hygiene therefore is mostImportant and serves to protect the health and well being of the individual.

For the daily work process and operation in the F&B department and the kitchen it is

Therefore the factor which should be dealt with as priority No.1. Insufficient hygiene

In the kitchen can result in very severe illness and sickness, which as well most of the

Cases results in damaging consequences of the entire hotel ( reputation, loss of business,Sewage by clients ect)

Personal Hygiene:The most important action in the kitchen is the washing of hands. Bacteria move from

hand to hand; clean hands and short cut fingernails reduce the risks of transmission.Therefore it is very crucial to clean & wash hands with warm water and liquid soap

as follows:

- right before scheduled work shift

- after cleaning the noise

- after each use of the toilet

- after the cleaning of vegetable, fruits and vegetables

- after touching raw meats and fish, eggs etc.- after cleaning and dirty procedures

- after touching unclean equipment and material (packaging, garbage, money, door knob)

- to dry hands with paper tissue, not with commonly used towels, aprons & kitchen towels

- hand contact with delicate food items should be minimized as much as possible; this

applies for products which are not reheated anymore such as: cold platters, salads,dessert etc.

- the use of hygiene handkerchiefs has to be implemented.- in case of eczema and open wounds food should not be touched at all.

preventions are hygiene handkerchiefs and plaster, even small scratches- never taste food products with your fingers ( to many bacteria around )

- there are lot of bacteria in the nasal-mouth area, therefore never cough or sneeze onto

food employees with infection of these areas should stay away from food and food production

- people with ongoing diarrhea should contact a doctor, as the danger of immediate

transmission of bacteria is obviou

The six golden service rules for F&B




1. Guest FocusGive the guest what he/she wants

x The guest is reason why we are in business and therefore the guest and his/her needs must be the focusof everything that we do.

x Never say : “ I’m sorry, that’s not part of our policy.

x If that is the case, then it is truly time to review that policy to meet the guest’s need.

x Whatever the policy or procedures used to handle any situation involving guests should always

be formulated with the guest’s need in mind.

2. Focus on the process as well as the resultsReact on complaints positively and follow up on it

x How a task is carried out is as important as the final result.

x The step by step approach that we adopt to carry out any task is part of our quality service though theend result is what most guest experience.

3. Prevention versus inspection

Consistent, prompt & polite recognition

x It is better to prevent set up a situation, whereby little variations in quality takes place rather than to

always be checking for quality.

x The standards and procedures set up to accomplish a task should be “prevention” orientated rather than acure.

4. Mobilize expertiseFast ± 晦楣楥湴 ± 瑩湧 ± 楥湤汹

x Seeking advise and technical knowledge of those who are expert in a particular field, and help us

maintain quality.

x If you are not sure of handling a delicate situation or service procedure, ask always first your supervisor

5. Fact based decision making

Check twice

x Whatever decisions we make should be based over onHard facts gathered through records or data collected

Over a period of time, rather than a “gut-feeling” approach.

6. Feedback

The best people to ask about quality service is our guest.

x Guests are always willing to tell us what they expect, need and want from us in terms of service and

quality.

x A system of gathering feedback from our guests should be implemented as a constant check on guest

satisfaction.




Check List For Sanitary Sections

Food & beverage, storage and processing: 1. Fresh ingredients to be stored at 7 C . Outside thermostat installed.

2. Hot soups, sauces etc. keep warm at 60 C. and higher.

3. Puddings, sauces and soups to be cooled down soon after finishing processing.

4. Pork meat to be roasted and prepared well done.5. Steady new food storage after the principle: FIFO ( first in – first out )

6. No storage directly on the floor.

7. Keep storage areas free of insects and pest.

8. Pest control to be executed on regular basis. ( F&B kept at secure place )

9. No live animals.

10. Ice cream scooper to be kept in running water, cleaned several times daily.11. Dry brooming prohibited.

12. Slicing machines, butcher machines, fruit & vegetable processors cleaned daily.

13. Meat mincer parts to be kept in fridge over night.14. Protect food & beverage items from chemicals, pest chemicals, condense water.

15. Distance to be kept between tables/shelving and walls.16. Daily cleaning schedule to be complied with.

17. Steward cleaning tools stored at proper place.

18. Daily checks on food and beverage items.

Dishwasher machine and stewarding:1. Check up for the right temperature, appr. 70-80 C for sterilization of water.

2. Step by step cleaning procedure.

3. Enough glass racks on standby for main service hours.

4. Machine to checked regularly for proper handling and maintenance.

5. Enough chinaware, glassware and cutlery on standby for main service hours.

6. Pressure valves to be clean of obstruction.

7. Timing set for washing and sterilization to be enough.

8. Chipped china ware to be removed and listed separately for monthly inventory.9. Entire machinery to be kept clean and in sanitary condition at all times.

10. Walls and ceilings to be kept clean.

11. Floors and sinks to be kept clean and in proper condition.

Personal Hygiene:

1. Sanitation sinks for washing hands with cold & hot water, soup & paper towel dispenser.

2. Chef hats for everyone. Uniforms to be changed daily3. No smoking signs in all F&B production areas.

4. Keep hands off from hairs, nails and noses.

General:

1. Locker area to be kept clean and with proper air condition.

2. Garbage disposal containers to be kept clean, covered and cleared daily.

3. Garbage collection/separation area is tiled and hosed down with hot steam on daily basis.4. Receiving area to be kept clear of pests, shelving & hand sink installed and hosed

Down with hot steam on daily basis.

5. Toilets to be cleaned daily and kept in steady sanitary condition at all times.




General Comments:

____________________________________________________________________________________

____________________________________________________________________________________

____________________________________________________________________________________

____________________________________________________________________________________

____________________________________________________________________________________

Guest Name: ____________________________ Checked By: ______________________________

Room No.: _____________________________ Points: _______________________________

Date : _____________________________ Supervisor: _______________________________




Checklist Room Service Dry Run

Yes No Not Apply

Signage:

37. Did you find any hotel information and the room service menu easily visible?

38. Did you see the door knob menu on your pillow ?

Order Taking:

39. Was the phone answered immediately ?

40. Did the order taker greet you ?

41. Did the order taker offer any wine, beverage or cocktail ?

42. Did the order taker recommend any special dish ?

43. Was any special of the day recommended ?

44. Did the order taker mention time of preparation and service ?

45. Was a selection of salad dressings offered ?

Greeting & Appearance:

46. Did the waiter greet you politely while entering the room ?

47. Was the waiter well groomed ?

48. Was his / her uniform clean and in good condition ?

49. Did his / her general appearance appeal to you ?

Service:

50. Was the chinaware clean and not chipped ?

51. Was the cutlery polished ?

52. Where the glasses clean and not chipped ?

53. Was salt & pepper served ?

54. Was the breadbasket in order and served with a clean napkin ?




Resort & Spa Pool Service Checklist Date:

_______ to _______

TIME TASK MON TUES WED THU F

08:00 Engineering Dept deep cleans pool

09:00 Pool area clean and neatly set up, umbrellas open

10:00 Offer Cold towel

10:05 Collect cold towel

10:30 Clean Sunglasses and offer Spritzer

11:00 Offer fresh cut fruit (e.g. pineapple or

watermelon)

11:30 Clean sunglasses and offer Spritzer

12:00 Cold towel and present lunch menus


12:30 Clean Sunglasses and offer Spritzer

13:00 Off er Fresh fruit (different from a.m. fruit)

14:00 Offer Cold towel


14:30 Offer Sorbet of the day

15:00 Clean sunglasses and offer Spritzer16:00 Offer Cold towel

16:05 Collect cold tow elPhrases to use: Tasks to Carry out each time we make

rounds:

:RXOG\RXOLNHDFROGWRZHOVLUP DG DP "µ Hand out cold face towels and pool towels to

guests

0D\,FR OOHFW\RXUJODVVVLUP DG DP "µ Check and remove trash, pick up dirt y towels,

refill ice

0D\,FROOHFW\RXUWRZHOVLUP DG DP "µ Check for Beads for DnD

&DQZHRIIHU\RXVR P HIUHVKIUXLWDVRUEHWVLUP DG DP "µ Bring out arrange towels for guests arriving

:RXOG\R XOLNHPHWRFOHDQ\RXUVXQJODVVHVVLUP DG DP "µ Fold robes, arrange towels for guests &bookmark open books

0D\,R IIHU\RXDUHIUHVKLQJ6SULW]HUVSUD\VLUP DG DP "µ Ask guests if they want food and/or drinks ,

refill ice

Offer guests Spitzer Sprays

Ensure neatness & cleanliness ofp ool area

Offer to move umbrellas for guest wanting

more shade




OUTSIDE CATERING CHECKLIST

*********************************

GAS AND BURNER ORDER/YES

DRY ICE ORDER/YES

COOLING BOX

COOKING TROLLEY

SPARE BURNERS

FUEL PASTE

APRONS

HATS

GLOVES

FIRE BLANKET

FIRE EXTINGUISHER

1.AID BOX

CUTTING BOARDS

KNIFES

COFFEE

TEA

LEMON




10. Ratio of food & beverage revenue (in %):

= Beverage revenue x 100 ~ How is beverage revenue promoted

Food revenue ~ Results of up selling for beverage items

11. Stock of food mice en place:

= Opening stock ~ Control of stock inventory+ Addition of received items ~ Comparison of par stock & actual items

- Issued food items

12. Inventory average per month:

= (Opening stock + closing stock) ~ Timeframe, Interest, value of stock items

2 ~ Revenue/turnover capacity of store items

13. Food cost % food & beverage:

= Total cost of food/beverage x 100 ~ Calculation of sales price Net revenue of food/beverage ~ Product selection & production

14. Kitchen net profit:

= Kitchen revenue (net) – surrounding costs ~ Profitability of operation sections

Kitchen breakeven point:

= Net profit x 100

Total consumption food

15. Operation ratios for restaurants:

Restaurant service per meal period: ~ Manpower adjustment for variable

= Number of served meals (B,L,D) business volume

Chefs & service staff on duty

Kitchen production:

= Number of served meals ~ Assigned manpower efficiency

Chefs on duty

Stewarding: ~ Planning and adjustment of duty

roster

= Number of served meals

Operation hours of dishwashing machine

Bars:

= Beverage revenueBartenders on duty

Room service:

= Number of individual bills

Waiters on duty




Banquet & catering:= Number of served guests per function

Banquet waiters on duty

Food and Beverage Policy

Headlines: Details:

Hotel: Country, city and name of hotel

Name: Name of the restaurant/bar/outlet

Location: Marking of property & description

Concept: Basic concept & theme of outlet

Marketing Focus: - Details of market share of outlet

- Sales approach: blit z, list of marketing tools( signs extern/intern, commercials, adds,

posters, web, media, TV, flyers, PR details)Seating Capacity: - Numbers of seats, table details ( 2 -4 )couches

- Seating plan

Interior Selection: - Description and list of furnitu re:( chairs, tables, service counters, closets)

- Photos of furniture & design, upholstery

Special Additions: - Description of service tools:

( Grill-preparation counter, buffet set up,

Coffee machines, fish basin ect. )

Music & Entertainment: - Explanation of audio/video/TV arrangements

Decoration: - Kind of display and special feature of outlet

Seating Capacity: - Seating ratio and turnover figures




34. Deposit system

35. Duty roster

36. Indication of banqueting materials

37. Inventory system ( par stock of non food & meeting materials )

38. Meeting checklists AM ±

㌹ Conference package, full & half day40. Size, storage and availability of mobile stage

41. Check of all electronic, lighting, curtain, audio & stereo equipment w.

engineering

42. Client meeting room

43. Outside catering system & checklist

44. Training manual

45. Beverage list & package

46. Local holidays and embassy holidays

Competition Check:

47. Possible prime staff recruitment

48. Analysis of major competitors

49. Updated banquet, catering and restaurant menus on hand

50. Latest PR and media/newspaper editions of competition on file

51. Upcoming new Hotels & Restaurants in the near future

52. Restaurant shopping with Sales, Supervisors and Chef

Human Resources: 53. Comparison and salary range of major competitor

54. Detailed staff and manpower list finalized

55. Staff schedules for all restaurants and bars set

56. Salary range for all F&B staff approved by GM & Comptroller

57. Staff orientation and hotel/property booklet finished

58. Training program & schedule with HR confirmed

59. All staff uniform selected and par stock numbers ordered

60. -REGHVFULSWLRQVDQG623¶VILQDOL]HG

Purchasing:

61. Daily follow-up meeting with purchasing manager

62. FFe list and all equipment for order from overseas given

63. Local supplier list on hand, for food, beverage, equipment, décor, stationary

64. Market analysis and tender of various suppliers on hand

65. &KHI¶VGDLO\PDUNHWOLVWFRQILUPHGDQGLQVWRFN




66. Sales contract document finalized

67. Specifications and samples of food and beverage products ordered

Receiving: 68. Product receipts, receiving diary, computer on hand

69. Official approved scales ( 2-3 different size ) purchased

70. Proper shelving and trolleys on standby

71. Sanitary details like sink and water/steam hose with hot & cold water ready

Kitchen: 72. All blueprints checked by chef on location, area size & maneuvering

73. Heavy equipment checked (import & local) on specification

74. All FFEE machinery, tools, chinaware confirmed, equipment manuals on file

75. Location of recipe/picture/banquet/info boards confirmed

76. Location of printer of sales confirmed

77. /RFDWLRQVL]HIXUQLWXUHHTXLSPHQWNH\ER[FRPSXWHURI&KHI¶VRIILFH捯湦楲浥

㜸 All recipe and picture cards finalized and costed

79. All walking fridges, shelves, storage for equipment, food & steward allocated80. Sinks equipped with soap & towel dispensers

81. Production and mice en place list for all sections finalized

Stewarding: 82. Allocation plan & storage for all chinaware, glassware, cutlery, silverware,

tableware

Banquet equipment, chaffing dishes, chemicals etc. finalized

83. Par stock of all FFEE, chinaware, glassware, cutlery for all outlets done

84. All Service & Maintenance contracts confirmed85. All chemicals quoted and ordered

86. All mice en place lists for F&B outlets finalized

87. Box and computer file on all equipment finalized

88. Monthly, weekly & daily schedule for all equipment, silver, kitchen area

89. Schedule and contract on disposal of separated garbage, glass, paper, wet;

done

90. Are all glass, silver and dishwasher machines checked on spare parts & tested

91. Are sufficient garbage bins for separating wet and dry on hand

92. Are ice machines checked and tested on temperature93. Enough trolleys, shelving and storage cabinets on site

94. Best circulation of all equipment, china & glassware figured out




- How was the buffet set up ( tent cards, décor, heating level, choice of dishes ) ?- Were toothpicks and matches available?

Chinaware and cutlery:

- Was the chinaware clean and not chipped?

- Were the glasses clean and in order?

- Was the cutlery polished and properly arranged?- Were salt/pepper, mustard and condiments available?

- Was the service station clean and neatly arranged, even during main service hours?

- Did the cutlery match with the corresponding china ware?

Service procedures:

- Was the service staff helpful in guiding you to your seat?- Were the beverages served at the right temperatures?

- Was ice water served?

- Did the waitress offer any coffee/tea?- Was the beverage served in the right glass?

- Did they remove empty glasses before serving the dishes?- Did they offer wine before the main course?

- Was the wine offered for testing for the host?

- Was a second bottle of wine offered?

- Did they serve butter and breadbasket?

- Did they serve the lady or VIP first?

- Did the service staff behave in a polite & proper manner?

- Was the service up to standard?- Was the table cleaned and redecorated?

- Did they serve hot main course plates?

- Did they offer the right sauces, mustard and condiments?

- Was a steak knife offered with the steak?

- Did they remove salt & pepper before serving dessert?

- Was the ashtray repeatingly changed?

- Did they remove empty wine glasses?

- Did they serve milk, sugar and cookies with your coffee?

- Did you have the impression the service was handled at ease?

Service staff:

- Was the staff on standby and alert at all times?

- Did they chat with each other or hang around in groups?

- Was the telephone call answered promptly?

- Was the reservation handled according to your expectations?

- Was the staff properly groomed and make up applied tastefully.- Did they were clean uniforms?

Welcome & farewell:- Did the headwaiter welcome you personally?

- Did they help with your coat/jacket ?




- Did they offer and accompany you to your seat?- Was the service staff polite?

- Was the chair removed for you before sitting down?

- Did they bid you farewell?

Quality of food & beverage:

- Did the butter and bread taste fresh?- Did the appetizer look fresh and acceptable?

- Was the soup hot and tasty?

- Was the main course appetizing and nicely garnished?

- Was the salad fresh and of multiple choice?

- Was the salad dressing tasty?

- Was the bread selection fresh and enough?- Was the dessert tasty and nicely decorated?

- Did you have to wait long for your bill?

Various:

- Was the bill without error?- Did anybody follow up on your complaint immediately?

- Were the menus clean and in proper condition?

- Were the toilets/mirror/sinks/floor clean and soap & towels available?




Check List For F&B Promotions

Contact procedures: Embassy of selected country

Travel agents

Offices for major airlinesTour agencies

Various Hotels 5 star/ LHW

Collection of material: Flyers, logos, photos, décor material, posters

Various menus and drink listsMenu proposals,

Timeframe & number staff required

Decoration for outlet

Uniform requirements

Entertainment: live music, audio, video, CD’s

Contract Details: Details for payment, staff salary, room and board, laundryCustom procedures, overweight details, tickets,

transportation

Promotion details, time frame, F&B quantity list

Chosen currency

Visa requirements, insurance

Profit & Loss Forecast: Expected number of visiting guests per day

Average consumption, net revenue per day/length of prom.

Ratio in % for food and beverage total revenueCompared revenue of to date last year, without prom.

Extra expenditure for staff, decoration, entertainment

And VIP promotions

Other additional costs deducted from gross revenue

Promotion plan & gross profit & loss to be approved by GM

Promotion & PR: Advertisement in local newspaper, magazinesSize, photos, artwork, time frame to be agreed on

Ads for in-house movie and brochure

Posters and signs for in-house, elevator, lobby

Special printing such as tent cards

Selection of giveaways

Sales/promotion instructions for restaurant staff




Selection of background music for lifts, restaurants, lobby

Details Opening Reception: Cocktail reception prior in the library

Opening ceremony with VIP

TV, photos with VIP’s and guests

VIP table & decoration, giveaways

Menu & beverage selectionSeating arrangements

Weekly Staff Meetings: Action plan & responsibility shared with Chef & Headwaiter

Menu proposals, beverage list, cocktails, wine

Tent cards, table set up for lunch & dinner

Buffet set up, decoration details material, lightningSelling price agreed on

In-house printing of all menus

Detailed action plan & responsibilities on issued memos

Service & Uniforms: Detailed service instructions for food & beverageSample and picture of table set up

Décor of the country: table cloth, candles, flowers, napkins

Chinaware and glassware at stations on standby

Original dress code and uniforms

Decoration: Detailed drawing of buffet – table décor set up,

F&B display to be arrangedTypical merchandise of country on display

Posters, pictures, ingredients display

Live cooking stations, multiple stations

Area for musician to be assigned

Lightning to be adjusted, back drop music arranged

Resume of Promotion: Praise for successful execution for parties concerned

Suggestions & list for improvements for next event

Collection of guest commentsAnalysis of PR results

Profit & Loss statement with report for GM

the basics of training

Documents