Oude Werf Hotel Imvelo Awards - Our Investment In People 2012
stellenbosch, south africa imvelo awards 2012 entry our investment in people
investing in people “I am here because I know, in my position, I can make a difference in someone’s life” Elanie Fourie, General Manager hote l : stellenbosch “the highlight at this hotel is that I have seen that they really invest in you as the employee” Merisa Solomons, Waitress “the General Manager has put a lot of focus in helping me to grow” “I have been given a wonderful opportunity” “the training we do helps staff to become better, to set goals and to further their careers” “Managers saw the skill in me and I was promoted” “there is a lot of development here” “my manager is teaching me to move to a higher position” “we are awarded employee of the month, when we do something great” “the most important thing is that they saw my enthusiasm, so they suggested I receive training” “I’ve learned a lot about myself and I’ve learned a lot about my work - what I am supposed to do and how I can better it and it’s really an inspiration for me” “training has helped me in my personal life and in my work position” “for more training you can go to the HR Manager, she will help you further “my Chef helped me to learn how to make the pasta and the Gnocchi” “in coffee training I learned more to be specific at my skills” “I learned I have self-confidence”30 Church Street, Stellenbosch, “what I like the most at Oude Werf is the training that we get and the motivational talks” 7600, South Africa “it was valuable, I learnt a lot” t +27 (0)21 887 4608 “I am so grateful, because this is something that I can use for the rest of my life” e firstname.lastname@example.org “they really want to make you a better person” w www.oudewerfhotel.co.za “when I started here and what I am now: it’s two different people” “I realise that whatever you do someone is watching you here and that is the great part” “This is the first place that I’ve worked that I have been employee of the month”
hote l : stellenbosch introduction One of the core values Oude Werf Hotel lives by is Development, boasting a full training plan for the year, which focuses not only on skills development but also the personal development and wellness of our staff members. For a small establishment, currently comprising 58 employees, Oude Werf Hotel still has a long way to go to industry leading practice but, over the last 12 months, a lot of effort has been invested in the growth and development of our people. This was identified by our leadership team to be one of the three main strategic focusses for the year. At Oude Werf Hotel, we are a family. We not only help our employees learn how to be more productive in their jobs, we also strive to create an environment where employees can discover their dreams and capabilities; realise the value of and need for education and provide the guidance and assistance needed to develop their to full potential, whether it benefits Oude Werf Hotel or their next employer. The feedback from training sessions and testimonials of employees serves as proof that this small hotel truly invests in their people.
opportunities for advancement & career developmentInternal AdvancementWhen positions become available, our first thoughts are always: who can be developed within the hotel to provide ourcolleagues with a better career opportunity?Available positions are always firstly advertised within the organisation and all internal applicants are given the benefit of aninterview. Should the internal applicant not be successful, guidance is provided and training offered to prepare him/her forfuture openings in the same position. He/she is also motivated not to give up on applying for new positions, but rather to seehis/her unsuccessful application for the position as a learning opportunity. “I applied for a position here as a receptionist and I didn’t have all the experience they required from me, so unfortunately I didn’t get the position, but I made it through to the final round and they gave me all the reasons why I didn’t make it. Butapart from that, the most important thing is that they saw my enthusiasm and they saw that I really wanted to do it, so they suggested giving me training so whenever there is a space the next time, I can apply for it again and maybe I can get it. Sonow I am busy training at the reception after my shifts and I am so grateful for that, because this is something that I can use for the rest of our life and this is free. I am excited about it and I really want to do it.” Merisa Solomons, Waitress.In the past year we have had four internal applications for positions advertised within the hotel.1. Merisa Solomons, presently a Waitress, applied for the position of receptionist. Regrettably, however, Merisa did not have all the requirements or the experience needed for the position. To help her acquire the competence she needs to apply successfully in the future, the Front Office Manager has worked out a weekly training plan for her and she is currently spending two hours a day in Reception after her Restaurant shift, which she is enjoying tremendously.2. Mandy Fortuin, previously a Receptionist, applied for the position of Duty Manager. She had no previous managerial experience, however, she had proved herself to be a hard worker and capable of learning fast. In light of this, she was given the Duty Manager role. She has been given the necessary training and still receives on-going coaching and it is with great pride that we can say she is presently doing extremely well.
3. Ricardo Charles, presently a Bar Attendant, applied for the position of a waiter. He was not the strongest candidate interviewed, but management offered him the position on a trial basis. Unfortunately, things did not work out as planned. Nevertheless, his manager provided him with on-going motivation and he is currently taking part in all waiter training sessions and working shifts in the restaurant to gain the skills required. “I would also like to be a waiter so I asked my Restaurant Manager to help me and he helps me with the skills to be a waiter, so I work shifts, learning to be more accurate.” Ricardo Charles, Bar Attendant.hote l : stellenbosch 4. Bonga Mzayifaiy, presently a Kitchen Cleaner, applied for the position of Waiter. He had no previous experience or any skills as a waiter, but in his interview it became clear that he is interested in being a cook. The Chef is currently teaching Bonga, who has advanced from cutting vegetables to making pasta!
Other promotions and career opportunities in the past year were as follow:• Previous Kitchen Cleaner, Siyabonga Dikane, showed skill in handiwork and was therefore appointed as General Worker in the Maintenance Department.• Dorothea Smith and Mary Julies who had been Cooks in the kitchen for many years were both promoted to Chef de Partie’s. “The Managers saw the skill in me and I was promoted to Chef de Partie. I am very grateful for that. I was promoted in June and the Chef is now training me further.” Mary Julies, previously Kitchen Assistant, currently newly appointed Chef de Partie.• Dumisani Sweleka and Ricardo Charles are both being trained by the Executive Chef to, for example, debone fish; make pasta from scratch; bake bread; cut & prepare vegetables as well as how to cut meat. “My Chef helped me to learn about how to make the pasta and the Gnocchi.” Dumisani Sweleka, Kitchen Cleaner. “I also learn in the kitchen how to work with things, like making veggies and debone fish.” Ricardo Charles, Bar Attendant.• Philip Botha, the Night Porter, is being trained by the Front Office Manager on how to work in Reception, and specifically how to run night audit, to provide him with the skill to one day become a Night Manager.• Shayleen van der Roll, a previous intern at the hotel during her studies of Hotel Management at the Institute for Hospitality training, has recently been appointed as Front Office Manager without any previous managerial experience. “I have been given a wonderful opportunity, because I do not have much experience, but the General Manager has put a lot of focus in helping me to grow.” Shayleen van der Roll, previous intern, current new Front Office Manager.• Elmarie September, currently a Room Attendant, is being trained by the Executive Housekeeper to be promoted to a Supervisor. “I am a Room Attendant. My Manager is teaching me how to get a better position.” Elmarie September, Room Attendant.
• Cyril Esau, previously a Valet Driver at the hotel, needed to retire this year, but was unable to do so financially. To assist him, the position of Doorman has been created for him and he is very proud of and grateful for this opportunity. • Some of the managers showed special skills in other departments and were given new positions to focus on areas they are passionate about: - Mathew de Koker, previous Duty Manager, was transferred to position of Maintenance Manager; - John Slingers, previous Duty Manager, was transferred to position of Guest Relations Manager; - Marianne Hattingh, previous Duty Manager, was transferred to position of Executive Housekeeper; hote l : stellenbosch - Wilzaan Wium, previous Office Manager, was transferred to position of Human Resource Manager. Most of these managers did not have previous experience in the fields they are currently working, but are being assisted by the General Manager to grow in the areas they are passionate about. They are also given training opportunities in the areas where they need exposure in order to develop in their new career. “I have been working at Oude Werf Hotel for four (4) years, starting as a student to complete my internship for my studies. There are no words to describe how much I have grown as a person and as a manager in the years I have been here. The hotel strives to develop staff and celebrates even the smallest victory you have. Here I have found my passion for people and therefore wished to pursue a career in Human Resources. The General Manager has given this amazing opportunity, which I am not yet qualified for, but they are supporting me 100% with my studies and giving advice, guidance and learning’s at a cost to the hotel along the way, as they believe in investing in me and my future career.” Wilzaan Wium, HR Manager.30 Church Street, Stellenbosch, 7600, South Africa t +27 (0)21 887 4608 e email@example.com w www.oudewerfhotel.co.za
Students The hotel always takes on a number of students to assist them with furthering their career and their development. We host either students completing their six-month internship or students needing to work hours for their Work Based Learning (WBL). We most often take students from local institutions; such is Private Hotel School (PHS) and Boland College, or even students from Cape Town-based institutions such as Institute for Hospitality Training (IHT) or International Hotel School (IHS) of which the students are originally from the local area. hote l : stellenbosch During their time at the hotel, they are taught by management about the industry and are also provided with assistance on assignments they need to complete for their studies. In the past year we had 11 students at the hotel: Jorika Lötz Private Hotel School Six month Internship 01 July 2011 – 01 December 2011 Jaco Botes Private Hotel School Six month Internship 16 January 2012 – 18 June 2012 Nico Theart Private Hotel School 120 hours for WBL 27 January – 18 May 2012 Kay-Lee Berry Private Hotel School 120 hours for WBL 27 January – 06 April 2012 Caitlyn February Int Hotel School 20 week internship 10 Apr– 15 Jun , 25 Sept – 30 Nov 2 Leslie Olivier Boland College Stellenbosch Holiday Internship 19 June -04 July 2012 Jennifer Mbete Cape Wine Academy Five weeks Internship 16 July to 17 August 2012 Suzette Viviers Boland College Stellenbosch 23 July – 07 September 2012 Nancy Nangle Private Hotel School 120 hours for WBL 30 July to 21 September 2012 Tunde Private Hotel School 120 hours for WBL 30 July to 21 September 2012 Anneline van Wyk Boland College Stellenbosch 07 August – 21 September 201230 Church Street, Stellenbosch, 7600, South Africa t +27 (0)21 887 4608 e firstname.lastname@example.org w www.oudewerfhotel.co.za
training and development programmesDevelopment for the year has been focussed on three major areas:Free to Grow ProgrammeThis transformational programme has been the highlight of the year and will continue well into 2013. The programme hasbeen run throughout the whole organisation (every employee participates) and focuses on the following:- For employees: helping them learn about their life journey; their career journey and their journey with Oude Werf- For managers: developing the 4 C’s of Leadership, Credibility, Connection, Communication, and ContributionThe results and feedback on this programme has been phenomenal. “Free to Grow training has helped staff to see their value and how much they mean to the company and how much the company appreciates them.” Shayleen van der Roll, Front Office Manager. “Two weeks ago I had the Free to Grow Training, I learned a lot. I learned about self-image, attitude and ownership.” Mary Julies, Chef de Partie. “I am so happy to work here as a big family, because there is a lot of development here, where we get training and we had Free to Grow where we can see our values. In Free to Grow I learned I have self-confidence; it all depends on me, my attitude and how I feel about working here and the development they are giving us.” Nadia Blom, Cook in the Cold Section. “I have learned from all the trainings a lot, the last training I did was Free to Grow and I’ve learned a lot about myself and I learned a lot about my work, what I am supposed to do and how I can it better and it’s really an inspiration for me.” Brodwena Heffenaar, Restaurant Supervisor.
“The training I do is Free to Grow and Free to Grow changed me a lot, about the things I didn’t know about. And I’m learning about the Green Team; and I am learning about how to clean, how to keep yourself clean and I am learning about testing. There was a testing for HIV and I did the test and my last training was the teamwork.” Dumisani Sweleka, Kitchen Cleaner. “I’ve done Free to Grow training, as well the Upselling training and Coffee training as well. At the coffee training I learned more to be specific at my skills and by the Free to Grow training I learn how to manage with other people, how to work with people and how to deal with emotions. It was valuable, I learn a lot.” Ricardo Charles, Bar Attendant. “We had a training session called Free to Grow, and what I’ve learned there is that I could deal with my emotions hands on. When I started here at first I thought I couldn’t do the job as a waitress, because I wasn’t confident enough and when I look back, when I started here and what I am now, it’s two different people, because I am so confident now and I’m excited when I come to work, I’m not scared when a guest enters, I can sell the product, I can talk freely about specials we have.” Merisa Solomons, Waitress.Standard Operating ProceduresStandard Operating Procedures are in place to assist employees with procedural clarity and then develop corresponding skillsand competence.Value EducationValue Education during staff meetings, which focusses on teaching employees the meaning and importance of the companyvalues to be used at work and at home. This forms part of helping employees on their journey in life and at work, by assistingthem in finding what is truly valuable to them. The values that have been focussed on so far this year are Motivation;Integrity; Innovation and Harmony. The values still to follow are Development; Well-being; Sustainability, Profit and Passion. “What I also like at this hotel is the staff meetings that we have, every time we have a staff meeting they have different topics they talk about, and my favourite one was innovation, because I like to better something I already have and I like to think outside of the box.” Merisa Solomons, Waitress.
“In staff meetings we learn about values, for instance integrity, motivation and harmony. We learn a lot because hote l : stellenbosch we can also work on our skills at home and how to deal with people at home as well as by the restaurant or the hotel.” Ricardo Charles, Bar Attendant. “In the staff meetings, we learn a lot about the values of the hotel. For more training you can go to the HR Manager, she will help you further.” Brodwena Heffenaar, Restaurant Supervisor.30 Church Street, Stellenbosch, 7600, South Africa t +27 (0)21 887 4608 e email@example.com w www.oudewerfhotel.co.za
Our Training PlanTraining conducted in the past 18 months:Training Conducted Date Number of AttendeesTelephone Etiquette 14 & 15 March 2011 6Environmental Training 23 March 2011 8Driver Procedure Training 24 March 2011 4Revenue Concept Training 30 March 2011 2Revenue Concept Training 31 March 2011 2Conference Procedure Training 04 April 2011 6Waiter Procedure Training 04 April 2011 6Coaching Staff 07 April 2011 7Service Self-Catering Unit 08 April 2011 8First Aid 18 April 2011 2Upselling Products 20 May 2011 10Bar Procedure Training 23 May 2011 6Group Evaluation Training 31 May 2011 2Fire Training 10 June 2011 1H&S Representative Training 15 June 2011 2Revenue Training Day 1 22 June 2011 3Revenue Training Day 2 23 June 2011 3Housekeeping Procedure Training 24 June 2011 3Revenue Training Day 1 29 June 2011 2Revenue Training Day 2 30 June 2011 2TEAM Customer Service Training 14 July 2011 7Environmental Training 29 August 2011 29Presenting Yourself Training 30 September 2011 10TEAM Customer Service Training 06 January 2012 9Values Training - Motivation 17 April 2012 30Induction 19 April 2012 6Conference Information Training 24 April 2012 2Duty Manager Training 26-30 March 2012 1Duty Manager Training 02-05 April 2012 1Duty Manager Training 16-18 April 2012 1VIP Training 09 May 2012 1Induction 24 May 2012 4TEAM Customer Service Training 29 May 2012 10
Training conducted in the past 18 months continued:Training Conducted Date Number of AttendeesRole Profiling Workshop 31 May 2012 1Compensation Claims 01 June 2012 1Free to Grow Management Session 07 June 2012 13Free to Grow Work Q- Group 1 11 June 2012 12Free to Grow Work Q- Group 2 12 June 2012 10Free to Grow Work Q- Group 3 13 June 2012 12Free to Grow Management Session 15 June 2012 13Free to Grow Work Q- Group 1 18 June 2012 9Free to Grow Work Q- Group 2 19 June 2012 9Free to Grow Work Q- Group 3 02 July 2012 15Health & Safety Representative 03 July 2012 2Kids of the Cape Workshop 03 July 2012 45Conference Bookings 09 July 2012 1Drivers Procedure Training 16 July 2012 2Drivers Meet & Greet Procedure 16 July 2012 4Porters Procedure Training 16 July 2012 2Cleaner Procedure Training 18 July 2012 3Porters Procedure Training 19 July 2012 2Bar Procedure Training 19 July 2012 2Hotelbeds Training for Suppliers 25 July 2012 2Upselling Training 26 July 2012 10Free to Grow Work Q - Group 4 30 July 2012 9Free to Grow Work Q- Group 4 31 July 2012 9Kettle Procedure Training for H/keeping 01 August 2012 6Train the Trainer on Recruitment 01 August 2012 1Barista Training 02 August 2012 5Telephone Etiquette Training 07 August 2012 13Meet & Greet Procedure 07 August 2012 9Guest Rooming Procedure for all Rooms 07 August 2012 8Reservations Training for Duty Managers 08 August 2012 2
Training planned for the next six (6) months Training Conducted Date Number of Attendees IR Refresher Course 14 August 2012 Management Conference Procedures & Standards 15 August 2012 Waiters; DM’s hote l : stellenbosch Housekeeping & Laundry Certificate Course 21 August 2012 Room Attendants; Launderer Housekeeping & Laundry Certificate Course 22 August 2012 Room Attendants; Launderer Things to Know & Do in Stellenbosch 23 August2012 DM’s; Reception; Guest Relations Housekeeping & Laundry Certificate Course 28 August 2012 Room Attendants; Launderer Housekeeping & Laundry Certificate Course 29 August 2012 Room Attendants; Launderer Equipment Usage 30 August 2012 Front Office - DM’s; Drivers; Porters; Reception; General Worker Managing Poor Work Performance 04 September 2012 Management Front Office Certificate Course 06 September 2012 Receptionist Waiter Certificate Course Group 1 10 September 2012 Waiters Waiter Certificate Course Group 2 11 September 2012 Waiters Business Plan Writing 13 September 2012 Management Budget Training 13 September 2012 Management HR Conference 13 September 2012 HR Manager Waiter Certificate Course Group 1 17 September 2012 Waiters Waiter Certificate Course Group 2 18 September 2012 Waiters HIV/ AIDS Awareness 19 September 2012 *All Staff Seasonal Menu & Wine List Training 27 September 2012 Waiters; Cooks; Chefs Revenue Training 24 September 2012 Front Office - DM’s; Reception; Reservations Revenue Training 25 September 2012 Front Office - DM’s; Reception; Reservations Team Work & Ennegram 10 October 2012 Management Team Work & Ennegram 11 October 2012 Management Cultural Awareness 17 October 2012 *ALL Staff30 Church Street, Stellenbosch, Kitchen Procedures & Standards TBA Cooks; Chefs 1 Minute Manager TBA Management 7600, South Africa Site Inspection Training TBA Management t +27 (0)21 887 4608 Time Management TBA Management e firstname.lastname@example.org Environmental Training TBA *ALL Staff w www.oudewerfhotel.co.za OWH Cooking Certificate Course TBA Cooks; Chefs
This training plan shows that the Hotel is focussed on developing staff in various areas. We aim to develop skills to use atwork; life skills to use at home and also awareness of environmental and social responsibility to ensure they have sufficientknowledge on how they can give back to the planetEmployees are often also given certificates for training completed, which they can add to their CV’s to assist them when theyneed to further their career. This proves our selfless approach to investing in people. “For me the training has helped me in my personal life and in my work position. I think all the staff can only talk good things about the trainings that, in which way it helped them to grow in this hotel and to make it much more exciting for you. I think they (managed) have done a lot (with regards to training and development of staff) and I think they can improve more.” Brodwena Heffenaar, Restaurant Supervisor. “The training we do help staff to grow helps them to become better, but also helps them to set goals and further their careers. Training that can be put on their CV’s and help them to further themselves.” Shayleen van der Roll, Front Office Manager. “What I like the most at Oude Werf is the training that we get and the motivational talks in our staff meeting and the fact that you can raise your opinion in the meetings. This is actually the highlight at this hotel, is that I have seen that they really invest in you as the employee, they really want to make you a better person.” Merisa Solomons, Waitress. “If ever I have got a problem I can go to my managers and I know for sure that they will be able to help me if I don’t understand something and they always motivate us to ask if we don’t know something.” Merisa Solomons, Waitress.Managers DevelopmentDuring the last year, a number of new (and novice) managers were appointed and, therefore, a lot of focus is presentlybeing place on their development as leaders. Because leaders develop other leaders, the General Manager has appointed aprofessional coach to assist her in developing herself in order to better develop these young leaders. It is our objective thatthey become prime leaders that, in turn, develop their employees into leaders.The General Manager also presently spends time with each manager on a weekly basis to focus on developing eachmanager’s areas of improvement and building their areas of strength.
Other Development and Investing At the hotel, we have a wellness programme: You are the World that focuses on the physical and emotion wellness of employees. Our theme for 2012 is “Reintroduce Yourself to Joy” and, as such, we focus on doing fun monthly activities as well as handing out gifts on special occasion such as Christmas cards; Easter eggs; small chocolates on Valentine’s Day and running competitions during the Rugby World Cup. You are the World is also very much about raising awareness through either hosted talks or themed posters in the employees’ dining area. In the past we have raised awareness or celebrated the following: hote l : stellenbosch • Employee birthdays – a calendar with all the birthdays are placed in the employee dining area each month and then also announced at our team meetings. Employees are awarded with a chocolate and birthday card from management. • Setting goals in your life at the start of the new year • Valentine’s day – posters on love and relationships • Flu injections • TB awareness • Easter eggs on Easter weekend • Nurse’s month – cake and tea for the housekeeping girls with the nurses from the local hospice • World no tobacco day on 31 may • Blood donation – where this can be done and why it is necessary to do it • Breast cancer awareness – pink ribbons for staff to wear in October, including posters with relevant information • Eye testing – for which we offer a three-month loan on prescription glasses • HIV/aids testing; counselling and training • HIV/aids awareness – red ribbons for staff to wear in December • Blood pressure testing • Diabetes testing • Christmas lunch party for staff30 Church Street, Stellenbosch, The planned awareness for the remainder of the year is as follow: 7600, South Africa t +27 (0)21 887 4608 • National Start Something Day Competition e email@example.com • Money Matters – how to manage your finances w www.oudewerfhotel.co.za • HIV/ Aids training; testing and counselling (again) • Breast Cancer Awareness (again) • Eye testing – For which we offer a three-month loan on prescription glasses • Health Awareness – Testing of diabetes; cholesterol and blood pressure
Contributing to further education of employees as well aseducational opportunities for them and their immediate familiesInformation SharingHuman Resources often attends talks or visits educational institutions to gain knowledge on the courses and opportunitiesavailable. This information is then shared with the employees and they then have the opportunity to make an appointmentwith HR should they wish to further their education.Employees who are studying on their own terms after work are provided with study leave and any information or assistancethey might require for an assignment.Education PolicyThe hotel also has a “Group Education Assistance Policy” of which the purpose is as follows:• Assist Hotel employees to further themselves academically for their own benefit and that of the Hotel, by obtaining educational and other qualifications through further studies;• Assist Hotel employees dependent children to improve their knowledge for their own benefit by obtaining educational and other qualifications through further studies; and• Assist Hotel employees in the purchasing of school uniforms for their dependent children. “I like to work here at Oude Werf and I am happy to be here and I want to grow and I want to learn more about the work here at Oude Werf. They do that, if you want to go to school again, and they help you to learn about the things here. And they learn you about how to talk to the guest and how to talk to someone, don’t be angry, you must everyday be happy.” Dumisani Sweleka, Kitchen Cleaner. “Me myself, I’ve asked the HR to help me with educations. First they tell me I must finish my matric, so I am busy with it, after this we can see what’s happening.” Ricardo Charles, Bar Attendant.
tel +27 (0)21 887 4608 / email firstname.lastname@example.org Oude Werf Hotel thank you!web www.oudewerfhotel.co.za 30 Church Street Stellenbosch 7600 South Africa