Loading presentation...

Present Remotely

Send the link below via email or IM

Copy

Present to your audience

Start remote presentation

  • Invited audience members will follow you as you navigate and present
  • People invited to a presentation do not need a Prezi account
  • This link expires 10 minutes after you close the presentation
  • A maximum of 30 users can follow your presentation
  • Learn more about this feature in our knowledge base article

Do you really want to delete this prezi?

Neither you, nor the coeditors you shared it with will be able to recover it again.

DeleteCancel

Make your likes visible on Facebook?

Connect your Facebook account to Prezi and let your likes appear on your timeline.
You can change this under Settings & Account at any time.

No, thanks

New Manager Training

No description
by

David McMullan

on 30 August 2016

Comments (0)

Please log in to add your comment.

Report abuse

Transcript of New Manager Training

Colleague Transfers
Notes
Ideas
Ideas
Ideas
Manager Training & Development
What is your role?
Manage day to day operations
Christina Del Castillo
Jon Martin
Assistant Director of Rooms
Alex Gomez
Accounting
Michael Vinson
Director of Security
Create annual budgets
Create departmental goals
Recruit & interview
Assign titles, roles & responsibilities
Complete job status changes, requisitions, etc...
Handle all coaching, counseling and progressive discipline
Follow up on serious guest concerns
Payroll administration
Communication with EC, HR and other departments
Attend required manager meetings
Promotions and transfers
Human
Resources
Recruiting
Application Process
Performance Review Process
Status Changes
Coaching & Counseling
GAP Reports
The purpose of
a GAP
To
document
a guest issue or perceived issue

To
ensure
the rest of the guest's stay is flawless

To
prevent
similar instances with that guest or others.
What are the benefits?
to document the issue and identify any patterns.
What should I write
in a GAP?
Facts
Give the details of the incident in a factual basis.
Include the guest's perception ("guest felt they were not greeted in a timely manner").
What should I
NOT
write in a GAP?
When should I GAP?
Future stays?
Departmental communication?
When in doubt,
Guest perception?
to "spread the word" about a guest.
MOD will follow up upon departure (V2?).
Inventory guest opinions.
Track colleague performance issues.
The following should be included:
brief, factual summary of what happened.
write in 3rd person using titles (ADoR spoke with DoH).
resolution that the manager and guest came to.
What follow up is still pending and who should be following up.
Vulgar language quotes.
"guest used vulgar language to voice displeasure".
Opinions or excuses for the service deficiency.
Placing blame on any department or outlet, the focus is the guest.
If more follow up is required it should be done directly with the other department.
The names of colleagues.
Payroll
Bi-Weekly Payroll Checklist
Petty Cash
Expense Forms
Check Requests
Opera - Micros - SpaSoft - FrontTee - HotSoS
Cash Dropping
Receipts
Evacuation Cont.

Front Desk Manager on Duty:





PBX




Security


Engineering


All Managers


Emergency Response Team

Who knows where to find it?
Who has read it?


Resort Emergency Action
&
Crisis Management
Plan

Medical Emergency (Code-2)

Fires / Alarm Activations (Code-1)

Your Responsibilities as a Manager:









Evacuation

Your Responsibilities as a Manager:
Remain calm
If you know the cause of the alarm, call resort emergency number 5555 or radio security on Channel 1:




Prepare to evacuate your guests and employees unless told otherwise
Listen to the announcements from the MOD on the public address system
The Evacuation site is in the “A” parking lot across from Capella
Check your email for an update from PBX
BE CAREFUL NOT TO GET INVOLVED IN THE RADIO TRAFFIC ON CHANNEL 1
CHANNEL 1 MUST BE KEPT OPEN FOR EMERGENCY COMMUNICATIONS
Your Responsibilities as a Manager:
Your Responsibilities as a Manager:
Remain calm
Call resort emergency number 5555 or radio security on Channel 1:




Is an ambulance needed? Paramedics should be called if the person has any of the follow symptoms







Package Passes
Package Passes (Revised)

Any package leaving the Hotel is subject to inspection by Security or a member of the Executive Committee. If you leave the Hotel with any item other than your personal belongings, you must first obtain a “package pass” from your Executive Committee manager, which must be presented to security upon your departure for inspection. This includes gifts and items believed to be trash.
G: Drive
G:/generalresort/forms
SHAREPOINT
Rooms Division > Security > Shared Documents

Package Passes

THANK YOU FOR HELPING US
Every month we create 40 to 50 tons of waste. 90% of what we throw away can be recycled, composted, or donated. By recycling we reduce our environmental impact and save money.

Why We Recycle
Help Us Recycle

Offices

Where does it go?
Food waste is taken to the Miramar Greenery where it is turned into compost. Food waste must be 99% free of contamination to be accepted as compost.
Where does it go?
There are three additional items that can go into green bins
Coffee filters
Parchment paper (from Pastry)
Thin napkins (from Back Nine)

Three exceptions
Recycling from the hotel is taken to the EDCO sorting center in Chula Vista.

Recycling – Where does it go?
A small amount of trash can ruin an entire truckload of compost. Help us keep our food waste free of trash and other recyclables.

What is NOT acceptable
Food Waste Recycling
Green Bins are for ORGANICS only.




Absolutely NO TRASH

Cardboard
Remove trash from boxes
Make sure cardboard goes to baler
Food Waste
Organics only
No trash
Blue Bins
Minimize Liquids
Bottles, Cans and
Plastic Containers
Where does it go?
REDUCE OUR ENVIRONMENTAL IMPACT!
Type of guest (group name, FIT, AMEX, 2nd GAP)
If follow
up needed
Time GAP happened
Monetary adjustment
or cost of amenity
Pay Code Reclassification/Addition
Invoices
Tote bags, purses, packages, luggage, backpacks, and any other container may be inspected by Security upon your departure from the hotel, or a member of management conducting security-related investigations.  If you do not comply with a request for inspection, you may be disciplined up to and including termination.
NO ALCOHOL WILL BE PERMITTED TO LEAVE THE PROPERTY.

All alcohol found or received as a gift, must be turned into Security immediately.
When your area is cleared, proceed to the designated assembly area
Once at the Assembly Area, check in with the Emergency Coordinator, start “headcount” process
Advise the Emergency Coordinator of the evacuation status in your area
If necessary, you may be asked to assist and direct Emergency Responders to stranded employees within your area
You may be requested to assist/coordinate the care of guest and employees at the evacuation site
Emergency Coordinator (Until relieved by Director of Security or Executive Committee Member)
Controls Fire Alarm Panel
Responsible for Emergency Notifications
Responsible for the Emergency Evacuation Site
Answers emergency phone and communicates emergency to responders
Assists MOD as requested
Primary responder for Fire and Medical calls
Primary responder for Fires
May be assigned tasks as requested
Your Name
Announce CODE-1
Location of the Fire
How Serious is it
Your name
Announce CODE-2
What type of medical
Location
Foodbourne Illness
Concern & Sincerity
Investigation
The key to establishing the cause for the illness is with a thorough investigation.
Conclusion
When a phone call is received regarding food related illness, a manager is to be summoned to take this call. After the call, immediately inform The Director of F&B and the Chef on Duty.
It is important to show compassion to the guest: let him/her tell you what happened, what the symptoms were and take notes of what is said.
Whatever the outcome of the conversation, it is important to impress upon the guest that “We are very sorry you are feeling ill. I will look into the matter and contact you as soon as possible” (No later than 2 to 3 hours).
who fills out the questionnaire?
examples of things we can offer?
words to use and avoid in a GAP?
the most important step?
Lunch Break - 30 minutes
Closing Remarks
Boss
drives employees
coaches them
inspires fear
generates enthusiasm
says, "I"
says, "We"
places blame for the breakdown
fixes the breakdown
knows how it is done
shows how it is done
vs.
Leader
uses people
develops people
takes credit
gives credit
commands
asks
says, "Go"
says, "Let's go"
Transfers & Promotions
Time Off Requests
Interview Techniques
Signs of Stroke or Seizures
Chest Pains / Heart Conditions
Difficulty Breathing
Back Injury
Head Injury
Loss of Consciousness
If injured person(s) are found, provide assurance that help is on the way and advise Security via the resort operator and notify the Emergency Coordinator
Have disabled people wait inside the stairwell with one assistant, and another assistant to report their location to Security via the resort operator and notify the Emergency Coordinator
If someone refuses to evacuate, don’t try to force him or her, but report the situation to Security via the resort emergency number and notify the Emergency Coordinator at the Evacuation Site upon arrival
Search department including offices, restrooms or other closed rooms to assure that everyone has evacuated
Assist in the orderly evacuation of all employees, contractors and visitors in your department. Bring your schedule to the evacuation site
GAP it!
Guest/Colleague Accidents & Injuries
GDM Managers
What is the most important tool for communication?
How many?
Who are they?
Who are you?
Utilize:
Daily Pre-Shifts
Designated Trainers
Mentor/Mentee
Cardboard Only!

**IMPORTANT**
Please remove all packing
materials and trash from boxes!


Where does it go?

Blue Bins

Lead Simply
A

L

I

V

E
Ask to meet with the employee
Listen to what is being said
Identify 2 or 3 reactive steps
Validate your commitment
Execute the plan
Meal & Rest Breaks
Full transcript