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Hrd by pervin ghanni pps
The document discusses the costs associated with not properly training employees. It provides an example where an untrained steward serves meat to a vegetarian guest, causing issues that cost the restaurant over Rs. 785 in salaries and lost business. It notes that mistakes from untrained employees could cost thousands more each year. The document advocates training employees on their responsibilities from day one to prevent issues like theft, absenteeism, and insubordination. Proper induction and ongoing training for both new and existing employees is important to motivate staff and ensure ideal performance.
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- 1. MYTH TRAINING YOUR PEOPLEIS COSTLY NOT TRAINING THEM IS EVEN MORE COSTLY FACT
- 2. SITUATION On a tableof 4, the steward, who has not been trained to announce the name of the dish he is serving, goes ahead and serves murgh tikka makhani, instead of paneer tikka makhani, to a strictly vegetarian guest. The guest, sensing something amiss, does not touch the meal.
- 3. Sequence of Events Timein Minutes Cost in Rupees Reason Guest calls captain, shows him the item on the plate 1 0.22 Cost of salary Captain talks to steward 1 0.34 Cost of salary Captain informs manager 1 0.84 Cost of salary Manager meets guest 1 0.62 Cost of salary Guest creates a scene, other guests get to know Manager apologizes to guest 1 0.62 Cost of salary Manager gets another portion of paneer tikka makhani served 5 33.1 Cost of salary plus cost of item (Rs.30) Manager waives the entire bill to assuage guests 150 (30% food cost) Loss of revenue 500 The GM sends a gift to the guest 100 Guest never comes back - loss of goodwill and repeat business Guest complains to friends - loss of goodwill and business No. of occasions this mistake made per year Total 785.74 •Average cheque Rs. 125/- •Food cost 30 % •Steward’s salary Rs. 2,000/- •Captain’s salary Rs. 3,500/- •Manager’s salary Rs.10,000/- Assumptions : COST OF ERROR
- 4. How much moreserious the situation could have become if the guest were to eat the meat This mistake could happen again if people are not trained This is only one type of mistake that untrained people make - they could make a lot more mistakes, each several times a year, therefore costing several thousand rupees Loss of goodwill and repeat / future business cannot be quantified.
- 5. Case I -Theft inculcating from day one of joining, a sense of responsibility security to be trained for daily routine check every individual at the time of joining should be explained that he/she is also a security officer of the Company trained to report any awkward situations that they encounter
- 6. Case II - Absenteeism building pride and a sense of belonging from day one of joining showing him/her that WE care creating a learning environment this needs to be reiterated continuously by not only Human Resources, but the concerned Head of Department too.
- 7. Case III - Insubordination training from day one, stressing the need to be open and creating a learning environment training focused also on coordination and cooperation with all explaining the culture of the organization training also for managers on how to communicate with staff
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- 9. Induction Vision &Mission Statement Image Projection Grooming Standards Fact Sheet What We Expect Of You Job Description Telephone Etiquette Safety Hygiene Hotel Darshan
- 10. For Existing Employees MotivationalProgrammes Campaigns Smile Campaign Creativity Campaign Environment Campaign I Take Charge Campaign Employee of the Month Displays at back-of-the-house areas Destroy Parties at the time of renovations Involvement in Training Programmes Buddy Pins
- 11. Buddy Policy Objective : Toensure that newly joined employees get the right and necessary hotel knowledge, as well as a positive attitude from the right person, in order to adapt themselves quickly to the new organization.