Standards of Performance Training Manuals
The highly competitive environment in which businesses operate today requires a skillful workforce in every organization in order to remain a successful player in the competitive game of the industry.
One of the main problems which occur in the workplace is the lack of training. A large number of employees can appear dissatisfied due to being assigned responsibilities without having the right knowledge and skills in that area.
Training is an essential process which should be cautiously designed and implemented within all firms.
For many years now human capital has been regarded as vital for the efficient functioning of an organization because of its contribution in improving productivity, business performance and economic growth. Therefore it is important to invest in human resources through training in order to improve the competitive position of the firm, and because of the enhanced quality, innovation, continual increased productivity and in turn improved profitability that can be achieved through this.
HOSPITALITY INDUSTRY
The publication of STANDARDS OF PERFORMANCE (SOP) Manuals in all hotel departments is a prerequisite and significant component of implementing a Training Plan in hotel operations. The manuals provide employees with a clear picture of what will be expected of them and, in turn, what they can expect for their dedication to quality.
Sterling Hospitality Standards of Performance (SOP) Manuals begin with a set of customer-focused service standards for “Guest Expectations“ which apply to all service staff. The service standards must be communicated to all employees to make sure that employees know precisely what is expected of them and gain commitment to meeting these standards.
The content of the “Standards of Performance (SOP) Manuals” is a list of key tasks that line employees and supervisors must perform to ensure the delivery of quality service to guests. Most of the key tasks represent opportunities for employees to meet and exceed a guest’s expectations.
The core part of the manuals is the “SERVICE TASK breakdown” of different key job tasks inclusive of PROCEDURES, and STANDARDS of judging correct performance of job duties. A breakthrough of the manuals is that the Task Breakdown of different key tasks is not merely a reference guide for the Training Plan, but can also be the training materials for all employees to perform their daily duties.
The measurement of conformance to standards is particularly important. We must determine how well standards are being met, identify areas needing attention and provide helpful feedback to employees. This includes recognizing top performers, redirecting incorrect performance and personal coaching for improvement.
To facilitate this Sterling Hospitality also provides a Performance Appraisal Program.
Sterling Hospitality's Standards of Performance Manuals are endorsed by The International Association of Hotel General Managers (IAHGM) www.iahgm.com
One of the main problems which occur in the workplace is the lack of training. A large number of employees can appear dissatisfied due to being assigned responsibilities without having the right knowledge and skills in that area.
Training is an essential process which should be cautiously designed and implemented within all firms.
For many years now human capital has been regarded as vital for the efficient functioning of an organization because of its contribution in improving productivity, business performance and economic growth. Therefore it is important to invest in human resources through training in order to improve the competitive position of the firm, and because of the enhanced quality, innovation, continual increased productivity and in turn improved profitability that can be achieved through this.
HOSPITALITY INDUSTRY
The publication of STANDARDS OF PERFORMANCE (SOP) Manuals in all hotel departments is a prerequisite and significant component of implementing a Training Plan in hotel operations. The manuals provide employees with a clear picture of what will be expected of them and, in turn, what they can expect for their dedication to quality.
Sterling Hospitality Standards of Performance (SOP) Manuals begin with a set of customer-focused service standards for “Guest Expectations“ which apply to all service staff. The service standards must be communicated to all employees to make sure that employees know precisely what is expected of them and gain commitment to meeting these standards.
The content of the “Standards of Performance (SOP) Manuals” is a list of key tasks that line employees and supervisors must perform to ensure the delivery of quality service to guests. Most of the key tasks represent opportunities for employees to meet and exceed a guest’s expectations.
The core part of the manuals is the “SERVICE TASK breakdown” of different key job tasks inclusive of PROCEDURES, and STANDARDS of judging correct performance of job duties. A breakthrough of the manuals is that the Task Breakdown of different key tasks is not merely a reference guide for the Training Plan, but can also be the training materials for all employees to perform their daily duties.
The measurement of conformance to standards is particularly important. We must determine how well standards are being met, identify areas needing attention and provide helpful feedback to employees. This includes recognizing top performers, redirecting incorrect performance and personal coaching for improvement.
To facilitate this Sterling Hospitality also provides a Performance Appraisal Program.
Sterling Hospitality's Standards of Performance Manuals are endorsed by The International Association of Hotel General Managers (IAHGM) www.iahgm.com
SOP SUMMARYSOP Manuals are available for Purchase as a Package or part thereof: (Full Package US$ 4,000 - enquire for South African Prices) MANAGEMENT (US$ 550) General Manager Duty Management Crisis Management Contingency Plan FOOD PREPERATION (US$ 450) Kitchen Food Preparation Executive Sous Chef Garde Manger Pastry Cook Line Cook Stewarding Kitchen & Food Hygiene FOOD & BEVERAGE (US$ 450) Food & Beverage Service Bars & Beverage Service Cocktail Barman Conference & Banqueting In-Room Dining Waitron Restaurant Hostess Mini Bars F&B Telephone Answering Procedures ROOMS DIVISION (US$ 450) Front Desk Arrivals & Departures Porters, Concierge & Chauffeur Drive Reservations Guest Relations Front of House Telephone Courtesy Room Attendant Public Areas Laundry Telephone Courtesy Business Centre SAFETY & SECURITY (US$ 450) Security Guidelines Security Operating Procedures Crisis Management EMERGENCY (US$ 400) Emergency Guidelines Emergency Evacuation Procedures MAINTENANCE (US$ 450) Engineering Department General Maintenance Preventative Maintenance Program FINANCIAL (US$ 250) Financial Procedures HUMAN RESOURCES (US$ 750) Employee Induction Policy Employee Induction Manual Employee Handbook HR Policies & Procedures Manual HR Documents/Administration Employee Performance Appraisal Program JOB DESCRIPTIONS (US$550) Employee Job Descriptions (over 70 available) QUALITY ASSURANCE PROGRAM (US$ 150) Quality Assurance Templates Guest Questionnaire Summary Template |
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