Send the link below via email or IMCopy
Present to your audienceStart 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.
Make your likes visible on Facebook?
You can change this under Settings & Account at any time.
Transcript of 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
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
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.
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
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
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
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
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
Be properly prepared and organized
Retrain all Team Members
Thoroughly train the Job Skills Checklist
Ensure all documentation is returned to HR
QUALITIES OF A TRAINER
Lively, Enthusiastic and Original
Ability to teach
Knowledgeable of a subject
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
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
Review Policies and update team members on any new property guidelines
Uniform Procedures/ NameTags
Schedule Changes & Request Policies
Breaks Periods/ Team Member Meals
Review Process (Not Applicable)
Cell Phone Policy
Laptop, Ipod, and MP3 Player 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
Departmental Product Knowledge
Hotel & Local Area Knowledge
Refer to Job Skills Handbook and Job Skills Checklist for position specific training (See Sample)
To access all Handbooks and Checklists go to:
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
Signatures and Dates
Please ensure the Job Skills Checklist is property signed and dated by you and your team member
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
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
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.