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JOB SKILLS

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by

Patricia Lizarazo

on 27 August 2014

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Transcript of JOB SKILLS

JOB SKILLS
Job Skills is designed to provide a consistent foundation for Hilton Job Skills

Every department should follow an organized job skills training for new hires within 90 days of date of hire

Job Skills Re-training is designed to refresh those skills learned during the initial Job Skills training
IMPORTANCE
A structure training and development program ensures that team members have a consistent experience and background knowledge.

Re-training increases productivity, employee morale and guest satisfaction

Keeps the employee up to date with changes in the field.
THE FOUR TRAINING METHOD
1. PREPARATION
Two people need to be prepared (trainer and the team member)
Trainer needs to:
Know how to do the job
Have the resources needed to complete it
Break up the whole process into parts
Inform the Team Members which skills they are going to learn and apply.
2. DEMONSTRATION
Trainer should make sure that they can do the skill correctly
Show the team member how to do the task
A trainer should:
Begin with something that is familiar to the team member
Take one step at a time
Make the training realistic
Use clear terms
Answer any questions
Ask questions
JOB SKILLS RE-TRAINING
Job Skills Checklist Overview
Importance of Department Trainers
Job Skills Checklist Training Overview
Examine the Four Step Training Method
Completing Job Skills Re-certification Process

LEARNING AGENDA
WELCOME!

PREPARATION
1.
2.
DEMONSTRATION
3.
PRACTICE
4.
FOLLOW UP
3. PRACTICE
Have the team member explain the key steps as they do the task.
Compliment team members as they perform specific steps in the skill correctly.
Be constructive and supportive
Confirm Understanding
Ask and answer questions providing enough practice to achieve proficiency.
4. FOLLOW UP
Ask the team member to evaluate how they performed the task
Provide feedback after the self evaluation
Encourage questions
CONCLUSION
By preparing upfront, showing the Team Member how to do it, letting them practice, and following up with feedback and reinforcement, we can improve chances that their training will be a lasting impact on our Team Members
TRAINER RECAP
Be properly prepared and organized
Retrain all Team Members
Thoroughly train the Job Skills Checklist
Ensure all documentation is returned to HR
Celebrate Success
QUALITIES OF A TRAINER
Good listener
Lively, Enthusiastic and Original
Ability to teach
Knowledgeable of a subject
Patience
Self Confidence
Constantly improving
Role Models

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Required Information

Fill out the required information including team member's name and date of hire

Check off the re-training option

Write date, your initials and have the team member write their initials for every line under the Certification portion

FILLING IN YOUR JOB SKILLS CHECKLIST
JOB SKILLS RE-CERTIFICATION PROCESS
Department trainers must prepare an organized training by:

Having all resources ready

Trainer's Binder
Job Skills Checklist
Job Skills Manual

Taking the necessary trainings

Breaking up the whole process into parts using the Job Skills Checklist.




Welcome and Instructions

Give a tour of your department including storage areas

Review hotel layout, facilities and features

Introduce team member to all new managers

Introduce team member to new hires

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Department Policies

Review Policies and update team members on any new property guidelines
Uniform Procedures/ NameTags
Attendance Policies
Schedule Changes & Request Policies
Breaks Periods/ Team Member Meals
Pre-Shifts Meetings
Departmental Meetings
Timekeeping Process
Review Process (Not Applicable)
Cell Phone Policy
Laptop, Ipod, and MP3 Player Policy
Smoking Policy
Payday Process- Pay Period Starts every Friday and Paychecks are distributed on Thursdays
Review SALT and the feedback process
Use the Guest Elevators
Work Safety & Security

Review Emergency Reporting to Security

Blood Exposure Training

Proper Use of Chemicals

Lost & Found Procedures

Guestroom Key Procedures/Entering Room

Welcoming Disabled Guest
Shaping the Journey for Guest and Team Members

Review Grooming standards

Engaging with our guests

Telephone Handling

Departmental Product Knowledge

Hotel & Local Area Knowledge

Complaint Handling

Farewell

Job Skills

Refer to Job Skills Handbook and Job Skills Checklist for position specific training (See Sample)

To access all Handbooks and Checklists go to:

Trainer's Binder
OnQInsider<Hilton<Brand Education Training<Job Skills
Department Brand Standards

Review and provide a copy of the Service Standards
Trainer and Team Member Comments

For department trainer: Use this section to write any comments including items that need follow up

For team members: Encourage team member to provide you with any comments
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Signatures and Dates

Please ensure the Job Skills Checklist is property signed and dated by you and your team member
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To enhance your knowledge

Refer to the recommended Hilton University list of courses according to job training position

Register for a Job Skills Checklist Training (Course Code:182301)
To access these courses go to:
OnQInsider>My essential links>Hilton University>Register>Browse Catalog>Type in course name or code- begin registration>launch lesson

NOTE: When you have completed the courses go to the "history and certificates tab" and print out your certificate. Keep the original and bring a copy to HR for your file
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Department Orientation

Explain the purpose your department
Review departmental responsibilities
Hilton's Vision "To fill the earth with the light and the warmth of hospitality"
Brand Promise "To ensure every guest feels cared for, valued and respected"
Review CRM Arrival Report Tool Kit
It’s important to document what we know and find out about our Guests so that we can “Make it Right” by customizing their experience with us and exceeding their expectations.
Use CRM Arrivals Report to identify and take care of our best Guests in ways that make them more loyal to our hotel
HHonors
The HHonors program is a way to show our loyalty to our Guests - our way to recognize and show our appreciation for our most loyal Guests.
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