CRDA-Z: Train The Trainer.pdf

@ 2017 . All Rights Reserved . CRDA-Z Academy . www.3lighthouses.com
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Slide 1
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@ 2017 . All Rights Reserved . CRDA-Z Academy . www.3lighthouses.com Slide 1
Being a Highly Competent

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Slide 2
 Food for Thought
 The Idea
 Hotel Training
 The Importance
 Benefits of Training
 Role of Departmental
Trainer
 Training Management
 Plan
 Design
 Market
 Conduct
 Evaluate
 What’s Next?

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Slide 3

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Slide 4
 To understand the importance of training, total benefits of
training and your roles and responsibilities as Hotel
Trainers.
 To understand the Training Cycle and essentials in each
phase in managing a learning and development in the
department.
 To practice conducting skill training and receive feedback
 To have Departmental Training Manual
 To create Hotel Departmental Trainers Club

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Slide 5

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Slide 6

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Slide 7

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Slide 8
Yeni Fitriyani Sales
Stevi Yasinta Sintia Dewi Sales
Karmijan, Food and Beverage Kitchen
Yunnita Food and Beverage Service
Haryanto Engineering
Sri Martini Engineering
I Nyoman Sudira Security
M. Abdul Ajis Front Office KSBL
Ahmad Kahfi Front Office KSBL
M. Nasir Laundry
Marsandi Front Office Pool Villa Club
Yulfathrani Human Resources
Suhamdi EDP
Wahyu Catur Aditya Accounting
Individual Task:
Personal Presentation @ video cam covering your full name, your
job title, your personal story, your professional story, your role model
“trainer”

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Slide 9

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Slide 10
 PLAN departmental training as a result of carefully
training needs analysis.
 DESIGN a relevant training material using available
resources.
 MARKET the planned training to target audiences.
 CONDUCT the training using effective communication
and presentation skill.
 EVALUATE training effectiveness.

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Slide 11

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Slide 12
 Example of Skill Training
Trolley lay up
American breakfast
Changing a plug
Making a bed
Cleaning silver
Guest Information folder
Fold bed sheet
Furnish furniture
Store goods properly
Sewing on a button
Filled sandwiches
Garnishes
Chef’s salad
Shrimp cocktail
Making a piping bag
Egg mayonnaise
Making pastry
Chateau potatoes
Vegetables cuts
Cleaning silver
Painting fingernails
Wake-up calls
Registration cards
Credit card procedure
Cashing travelers cheque
Operating a computer
Changing a computer ink
Lemon basket
Fruit baskets
Opening wine
Table setting
Taking an order
Changing a table cloth
Clearing plates
Caesar salad
Martini cocktail
Rum punch
Function booking
Taking a room service order
Continental breakfast
Handle booking
Close sales
Cut fingernails
Manicure & Pedicure
Tomato rose

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Slide 13
 A Training Need exists when an
employee’s present level of
knowledge, skill and attitude is less
that that is required.

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Slide 14
 We often hear these voices:
 “I have no time to train!”
 “It’s a common sense!
 “Training is a waste of time!”
 “It is obvious!”
 “Training is not my job!”
 “If I have told him once I have told him a thousand
times!”

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Slide 15

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Slide 16
 What make them so powerful as a brand?

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Slide 17
 Hotel operations are very
dynamic, complex, and require
high focus with high priority
activities.
 Training is the heart of hotel operations.
 Addressing hotel challenges related to disorganization and
confusion, low morale, low business volumes compared to
the competitors, excessive energy & water consumptions,
low level of employee’s productivity, high lost & breakage,
sanitation problems, low number of repeated guests.
 Increasing guest satisfactions.

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Slide 18
FOR EMPLOYEE FOR GUEST FOR MANAGEMENT FOR TRAINER
Increases Job
Satisfaction
Aids Safety & Hygiene
Allows employees to
know what is expected
Allows employee to be
competent.
Gives recognition of jobs
well done.
Increases flexibility.
Prepares for greater
responsibilities
Increases motivation
levels
Improves self confidence
Provides high quality
services
Helps assure consistency
in operations
Reduces complaints
Creates a more pleasant
visit
Add values for money
Increases standards of
performance
Increases profit
Maximizes use of
resources
Increases productivity
Builds repeat businesses
Reduces wastage, costs,
guest’s complaints
Lower staff turn-over
Aids succession and
manpower planning
Creates a better brand
image
Decreases safety
hazards
Motivates employees
Increases employee
morale & teamwork
Builds trust and respect
Receives fewer
complaints from
Management and
Customers
Able to take greater
responsibilities
Improves career potential
Promotes good
relationships
Reduces employee turn
over
Higher employee
engagement

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Slide 19
Total
 Increased Efficiency
 Increased Customer
Satisfaction
 More Profit
 Expansion of the
company
 More prospect for
employees
 Increased
professionalism

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Slide 20

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Slide 21
The Senses
 Through which all knowledge and practical skills are gained.
 Touch
 Sight
 Smell
 Hearing
 Taste
 You need to put the information across and help the trainee
take in information as quickly as possible.

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Slide 22
Q. Which tree is the tallest?

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Slide 23
Q. What do you see?

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Slide 24
Q. What do you see?

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Slide 25
Q. What do you see?
A BIRD
IN THE
THE BUSH

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Slide 26
Lesson Learned
 Illusion is reality. You see only what you want to see.
 People will interpret things in different ways.

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Slide 27
Q. How many words did you get?
Suitcase
Book
Hut
Horse
Picture
Train
Scissors
Wig
Gun
Beach
Knife
Match
Dog
Umbrella
Boat
Flag
Comb
Cinema
Map
Bed

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Slide 28
Door
Window
Floor
Roof
Wall
Car
Tire
Battery
Oil
Garage
Paper
Pencil
Ink
Ruler
Stapler
Camera
Film
Photograph
Slide
Focus
Q. How many words did you get?

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Slide 29
Lesson Learned
 Why did you find it easier to remember the second list of
words?
 It’s important to relate what we are training.
 Experienced people usually remember only 8 out of 20
facts.
 If we rely on hearing as a learning sense, a large
proportion of facts may get lost.

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Slide 30
Lesson Learned
 What would happen to the trainee if you talked to the trainee
for one hour, non stop?
 Fall a sleep
 Get bored
 In order to keep the trainee attention, you have to learn to:
 Vary the tone of your voice during the session
 Support the session with visual aids; Flip chart, LCD

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Slide 31
 People learn to do things better by doing it.

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Slide 32
Factors which will PREVENT
learning:
Factors which will HELP
learning:
Lack of planning & organization.
Distraction & interruption.
Feed-up with listening.
Personal problem.
Unstructured timing
Interest.
Praise.
Participation.
Associate ideas.
Clear & concise reasons.

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Slide 33

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Slide 34
 I am a Waiter/ress.
 I am a Receptionist.
 I am a Reservation Agent / Reservationist.
 I am a Telephone Operator.
 I am a Banquet Waiter.
 I am a Training Coordinator.
 I am a Human Resources Officer.
 I am Security Officer.
 I am an Engineer
See the Organization Chart of
Kila Senggigi Beach Hotel & Pool Villa Club Lombok

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Slide 35
Example: Room Maid/Boy
JOB
CLEANING
T
HE
BEDROOM
CLEANING
THE
BATHROOM
DUTY

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Slide 36
 If we were to train “Duty”, it will be:
 Too Much
 Too Fast
 Total Confusion

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Slide 37
Task
TaskTask
Task
Task
Task
Cleaning wallsCleaning mirrors
Dusting
furniture
Vacuum
ing
carpet
Cleaningcarpet
Cleaningdrawers
Duty
Room Maid

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Slide 38
 Task is a small part of a job which you would train.

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Slide 39
WHAT ARE THE STEP? INVOLVEMENT STANDARDS
Action words.
Maximum of 6 steps.
To explain about the
standard(s).
Use Question Words:
5 Ws & 1 H
Elaborate:
▪ Standards
▪ Safety
▪ Hygiene

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Slide 40
1. Select a glass. How?
Who?
When?
Where?
Why?
What?
How to do it?
What is the Quantity &
Quality?
When to present the item?
Where to find the tools /
equipment / product?
Where to display the item?
Safety Factors:
Knife Drill
Hygiene Factors:
Hands clean & dry
What is the size of glass?
What is the name of the
Product?
2. Add the ice.
3. Cut the lemon.
4. Open the Door
5. Clean the wash basin
Any Questions?

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Slide 41
TASK:
How to Prepare Ham Sandwich
 Q. What is the first thing that you will
tell the Trainee?
 Select bread
 Q. What should you tell the trainee
about the bread?
 Fresh, type, 2 slices, etc

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Slide 42
TASK: How to Sort Out Deck of Cards
Step 1:
Step 2:
Step 3:
Step 4:
Step 5:

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Slide 43
TASK: How to Sort Out Deck of Cards
Step 1:
Step 2:
Step 3:
Step 4:
Step 5:
Remember:
Use www.google.com for references, images, videos, maps, books.

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Slide 44
TASK: How to open a bottle of beer
Tools & Equipment: 2 bottle of beer, 2 hand bottle opener,
3 glasses (mixed types to include 1 beer glass)
WHAT ARE THE STEP? INVOLVEMENT STANDARD
Step 1:
Select glass
Which glass do you select?
What is the condition of the
glass?
Beer glass
Clean & no stain
Step 2:
Select beer
Which brand do you select?
Where do you take the beer
from?
CRDAZ Beer
Cool storage @ Bar area
Step 3:
Select bottle opener
Where do you get the bottle
opener?
Bar area
Step 4:
Open the bottle
How do you open the bottle? Clean hand; left to grab the
bottle neck, right to open the
bottle with bottle opener
Step 5:
Pour the beer
How do you pour the beer?

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Slide 45
Q. Why do you breakdown a task?
 To ensure that nothing is missed out.
 To provide logical sequence for the training of the task
 To clarify the standards
 Highlight potential trainee difficulty
 Helps plan trainee involvement
 Helps to count the length of time of the session

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Slide 46

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Slide 47
Communication
Presentation
Train the Trainer

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Slide 48
 Conduct a training need
analysis
 See TNA worksheet
 Management Observation
 Employee Surveys
 Employee Meetings results
 Guest Comments
 Marketing Surveys
 Inspections results
 Obtain training need
confirmation
“When an employee present level of skill, knowledge, or attitude is
less than what is required. Training Need occurs.”

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Slide 49
1. Core Series
2. Technical / Functional Competency Series
3. Supervisory Series
4. Leadership Series
5. Management Series
6. Supervisory Development Programs
7. Management Development Programs
Use of the following e-references & e-materials;
www.Wiktionary.org
www.Wikipedia.org
www.Slideshare.net
www.Pinterest.com
www.Google.com
www.gettyimages.com
www.istock.com
www.coloribus.com

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Slide 50
 Internal communication strategies
 Poster
 Credo
 Use of social media & digital media;
 Video @ www.youtube.com
 Blog @ www.wordpress.com
 Facebook fanpage or group
 Instagram
 Twitter

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Slide 51
 Use applied skills on Communication & Presentation
 Complete the Train the Trainer course
 Use the following materials available as per the standard;
 Tutor’s Notes
 PowerPoint Presentation or www.slideshare.net
 Handouts
 References
 Selected videos relevant to the learning program
E-Learning Materials on subject matters can be found in
www.slideshare.net

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Slide 52
 Course Feedback
 Employee Turn-Over Rate
 Exit Interview results
 Guest Comments / Surveys
 Management Feedback

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Slide 53
1. Objective of the Departmental Training Manual
2. Vision
3. Mission
4. Core Values
5. Management & Leadership Values
6. Unique Selling Points
7. History of Kila Senggigi Beach & Pool Villa Club Lombok
8. Organization Chart
9. Job Specification & Description
10. Guest Expectations
11. Hotel Facilities & Services
12. Personal Hygiene & Grooming
13. People Development; Hotel Training Menu, Development
Program, Training Plan
14. Fire & Emergency Procedures
15. Task List
16. Task Breakdown (Session Plan)

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Slide 54
Give light and the darkness
will disappear for itself.
Erasmus

CRDA-Z: Train The Trainer.pdf

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CRDA-Z: Train The Trainer.pdf