METHODS OF TRAINING

All training is hands on and is done in a real mock up environment or on the job when it’s possible and is non obtrusive to daily operations. A brief overview follows;

The Training environment

• Discussion and demonstration with mock ups and table set ups
• Role playing to simulate a real guest environment e.g. how to handle a guest that has a complaint.
• Classic classroom environment of between 15 to 20 staff members.
• Train the trainer is done for all supervisors so that they are able to train staff directly.
• On the job corrective action is done by supervisors and team leaders, if a staff member is seen doing something incorrectly, they are brought aside and a quick explanation is given on how they should be doing things.

Tools and materials

• Picture based training material is used as far as possible, see examples in this document.
• Posters are placed on site that are there to reinforce certain training outcomes and acceptable standards of service

Testing

• Tests are also done through picture based templates and materials along with actual on the job observation and assessment

Records and registers

• Training records and registers are kept to track the total number of courses that an employee has completed

Level of training and grading system

There is a grading system that is used to track and monitor cross skilling and levels, the company trains individuals from a total beginner level before they are placed at a site or with a client, through to supervisory levels. Senior management is trained according to any changes in legislation of company policies and procedures that may occur or in accordance with an agreed on career path.