An Avant Hospitality Service Advisors trainer works with managers and supervisors to design a Sequence of Service for designated positions, using custom Standards of Performance. We assist managers and supervisors in the preparing of session plans to train the staff in a designated sequence. Through hands-on training sessions, employees learn the knowledge and skills required to serve guests in their department.

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Objectives

• Design a work cycle for designated positions.

• Incorporate basic hospitality standards into an employee’s daily routine.

• Achieve and maintain a higher standard of performance from both new and existing employees.

• Maximize the retention level of your staff with effective training techniques.

• Ensure that all staff members within the property achieve guest expectations.

• Maintain standards through reinforcement and corrective coaching.

• Agree on a follow-up action plan with managers and supervisors in each department to coach the standards learned.

 

Method

 

Plan:

• Identify the tasks each position needs to serve the guest.

• Revisit the Standards of Performance manuals and evaluate all procedures and standards for each task in sequence and determine their applicability.

• Incorporate hospitality standards and proper phrases into sequential tasks.

 

Prepare:

• Prepare session plans for each agreed upon Sequence of Service to ensure consistency in communicating information to staff.

• Determine training dates and times so that all employees are trained.

• Allocate trainers to each group of employees to be trained.

• Identify training locations and any materials required for sessions.

 

Implement:

• Deliver training of the designed sequence on the job to every staff member by position.

 

Follow Up:

• Visit each shift periodically and check on progress.

• Observe employees performing tasks and offer reinforcement on performance which meets the standard.

• Address performance that does not meet the standard with managers and supervisors for follow up.

• Observe the managers and supervisors coaching staff members on tasks trained.

• Give feedback to managers and supervisors regarding coaching process.

• Ensure all employees have been trained and coached.