Professional Documents
Culture Documents
Most important screening tools at HIRP are FACE TO FACE INTERVIEW THROUGH AND INTERVIEW COMMITEE CONSISTING OF VARIOUS DEPARTMENTS
STRUCTURED INTERVIEW FORMS BEHAVOURIAL INTERVIEWING INTERVIEWERS TRAINED TO UNDERSTAND WHAT TO LOOK FOR TESTING OF LANGUAGE SKILLS PROBATION PERIOD STRUCTURED APPLICATION FORMS DRUG TESTING BEFORE STARTING WORK
COMPANIES WILL TRAIN SUPERVISORS IN BEHAVOURIAL INTERVIEWING AND OTHER TECHNIQUES TO FIND THE RIGHT CANDIDATES. COMPANIES WILL HIRE PROFESSIONAL TO CONDUCT PSYCHOMETRIC TESTS FOR MANAGERIAL EMPLOYMENT.
IT IS EXTREMELY IMPORTANT AND COST EFFICIENT TO HIRE THE CORRECT PEOPLE AT THE BEGINNIG. A COMPANY MUST INVEST MONEY FOR ITS SUPERVISORS AND MANAGERS TO UNDERSTAND HOW TO FIND THE RIGHT CANDIDATES FOR EACH JOB.
HIGH TURNOVER ARE BAD FOR GUEST SATISFACTION AND INCREASE COSTS.
Reducing turnover
Managements responsibility is to find out what motivates people to stay. Framework to develop programs to to retain employees. Program must provide Feedback between management and employees. Empowerment of employees to solve problems. Open two way communication Team approach Less control more empowerments Less management positions, flatter organisations.
Reducing turnover Employee Survey , find out why people are leaving root cause? Action plan for improving work environments Information sharing = newsletters= monthly departmental meetings, upward feedback Empower employees= Quality cycles, quality teams to solve problems. Salary and benefit structure surveys= to ensure that HIRP remains competitive. Exit interview summaries.
ORIENTATION
Every employee will undergo a 2 days orientation program, where we inform all new employees of:
Who are our owners: Who is IC Hotels group Who is Holiday Inn Resort Phuket. Positioning of the Holiday Inn Resort Phuket Business Philosophy Operating Culture History of the HIRP Product Tour of the hotel Q&A and test BUDDY SYSTEM AFTER ORIENTATION
HIRP Training
Languages = language classes on several levels for English, Japanese German. GSTS = Guest satisfaction knowledge = Training for all employees to understand what drives guest satisfaction. Attitude, Yes we can, Staff knowledge = Training focusing on staff knowledge, details. Supervisor blocks = Training blocks for train the trainer, staff evaluation, supervisory skill building, communication to all supervisors to become better managers. Teambuilding , Communication = Workshop for management to become a better and more efficient team. TSA sales training = Train all front office employees to become sales agents. Cooperation with worldwide recognized specialists. Cultural training. = Lectures for employees on maintaining, Thai culture, wai and the genuine Thai hospitality. Outside. = Participation on many small job related training courses which improve knowledge from energy savings, to special courses in wine food
knowledge etc.
IC GROUP TRAINING
Intercontinental Hotel group has a huge data bank of training videos, standard trainings which can be accessed for any kind of training needed. Many of these training programs are to increase customer orientation, know how to handle problems, problem solving,anticipate problems and solve problems. INTRANET IC group has a website, which is focusing on FB concepts, restaurant concepts, recopies, successful promotions. Through this intranet we can learn from each other. TQM Total quality management. 50% of each hotels senior management is trained in Total Quality Management an intensive 10 days course focusing on process improvements , waste elimination. We have 4 TQM trained managers in our resort, who continuously , do process evaluation to make our operation more efficient and more guest oriented. TQM processes focus on Cleanliness, Quality of food and service in restaurants, speed of check in and check out, speed of response time to guest requests and many more. Could talk one week only about TQM projects. Sales SSP Very strong sales trainings for all sales teams to become more efficient. IBP Business strategy planning for senior managements. Succession Building Development courses for department heads to become general managers Training audits , support team, each hotel can require help from the vast resources of IC group, but needs to identify by themselves which needs they have.
MEASURMENT - BUDGET
TRAINING PASS SEE DETAILS RECOGNITION OF BEST TRAINER AND BEST ATTENDANCE WELL TRAINED EMPLOYEES WILL LEAD TO HIGHER GUEST SATISFACTION, FEWER COMPLAINTS AND LOWER EMPLOYEE TURNOVER AND A CONTINIOUS POOL OF FUTURE SUPERVISORS ,MANAGERS.
HOLIDAY INN RESORT PHUKET SPENDS AN AVERAGE OF 2.8 MILLION BAHT A YEAR FOR TRAINING , WHICH IS ABOUT BAHT 6000.00 PER EMPLOYEE PER YEAR.
PERFORMANCE MEASUREMENT
Most organizations rely heavily on an employees immediate supervisor for performance review.Often this leads to issues about fairness and in correct performance measurement. Holiday Inn Resort Phuket uses the immediate supervisor appraisal still for all performance reviews but on a department level we are going more and more into a combination of self review and supervisor review and are considering for the future peer reviews. We use the performance review as a one or two time affair per year, which is not the best and most efficient way to do performance measurements. Performance reviews at their best provide ongoing feedback that is offered in an open and direct way. Feedback works only if it is based on key performance indicators, which establish clear objective links between individual efforts and desired results. We are using the KPI or Key performance indicators for all our graded employees. (Sample of KPI and appraisal form for supervisor,simplified for R&F)
PERFORMANCE MEASUREMENT
Future performance measurements especially for managers will be Upwards evaluations , where employees evaluate their supervisor on fairness and other issues related to their work. Guest satisfaction where guest satisfaction factors which a department head can influence become most important for his performance measurement. External companies providing accurate feedback for guest and employee satisfaction will be used by more and more international companies to get a real picture.
COMPANIES WILL START TO BECOME MORE INNOVATIVE THAN JUST PAYING SALARIES, SERVICE CHARGE AND FIXED BONUSES TO RECOGNIZE, MOTIVATE AND SATISFY EMPLOYEES.
BONUS FOR MOST EMPLOYEES IS BASED ON YEARS OF SERVICE we are considering in the future to move the bonus payment for all executives more to performance.
OTHER BENEFITS WE ARE COMPARING EVERY YEAR THE BENEFITS OF OTHER RESORTS IN TERMS OF STAFF HOUSE, TRANSPORTATION, UNIFORM, MEALS AND HEALTH SCHEMES. OUR GOAL IS ALWAYS TO BE AMONG THE TOP 10 IN PHUKET AND THE TOP 2 IN PATONG.
CAPS & TURNOVER We measure employee satisfaction with two tools The monthly yearly turnover report. The yearly Caps Survey Caps stands for Combined Attitude and Perspective Survey (Details) Measurement from guest scores on service level and staff attitude
7 OPPORTUNITIES IN HOTELCHAINS
HUGE.HUGE, HUGE WHY
TREND TO LOCALIZE POSTIONS TREND TO LOCALIZED CONTRACTS OWNERS LIKE TO WORK WITH MANGERS WHO SHARE SIMILAR CULTURAL BACKGROUND.
7 OPPORTUNITIES IN HOTELCHAINS
WHAT YOU MUST IS UNDERSTAND CUSTOMER FOCUS AND CUSTOMER SERVICE FLUENCY IN ENGLISH !!!!! SPEAK A SECOND LANGUAGE. LEARN HOW TO PRESENT YOUR IDEAS UNDERSTAND NUMBERS AND BUDGETS. UNDERSTAND THAT OWNERS WANT A RETURN ON THEIR INVESTMENT NEVER STOP LEARNING. HAVE A CAREER PLAN. VOLUNTEER FOR CROSS TRAINING. MULTISKILL UNDERSTAND WHAT IT AND WHAT IT DOES TO OUR INDUSTRY. CONTINUE TO LEARN ON YOUR OWN...
7 OPPORTUNITIES IN HOTELCHAINS
BE PASSIONATE ABOUT PEOPLE. IF YOU DONT LIKE TO DEAL WITH PEOPLE . DONT GO INTO HOSPITALITY BUSINESS.
EVERY MINUTE OF YOUR JOB YOU WILL DEAL WITH GUESTS OR EMPLOYEES AND YOU WILL FIND CHALLENGES EVERY DAY WHICH CHANGE EVERY DAY.
8 CULTURAL ISSUES?
Dont generalize.. Have a sense of humor.
9 Q&A