| Staff to be trained:
All Guest Contact Positions
Components of Training:
Service Standards � 8 hours (2 hour training � 6 hours customization)
One person from each position will help customize a Standing Operating
Procedure (SOP) for each position, to be left with the property. Service
standards will be specifically tailored to meet or exceed current AAA and
MOBIL rating requirements. This SOP will ensure that all employees
are learning all standards and that established standards are not compromised.
Train the Trainer � 32 hours
This training will take one person from each position through a training
course on how to effectively train using the SOP. The trainer will
help to establish service standards and will learn how to impart those
standards to the rest of the staff. The trainers will also develop
a weekly training plan to cover with all staff members.
Legendary Guest Service Training � 12 hours
Employees will learn the specifics of great service, from smiling,
eye contact, and greeting, to effective listening skills of verbal and
non-verbal communication. Employees will learn to anticipate the guests�
needs and exceed their expectations. F&B employee will
also learn to use descriptors when describing menu items and learn to effectively
up sell.
Self Evaluation � 8 hours
The self evaluation will be conducted by half of the staff members
serving the other half of the staff members while being video taped.
The video will be left with the property. The Trainer will facilitate
the evaluation from both the service staff and the staff members being
served. The staff members being served will evaluate the service.
The employees will evaluate themselves by watching the video. Employees
will become more aware of themselves by evaluating their performance.
This will be at the conclusion of the above training and we will be able
to see the results of the training.
We recommend that a Guest Service Training refresher class be
held every six months and SOP be revisited every year with updates as needed.
Train the Trainer should be held as needed, based on turnover of Designated
Trainers.
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