Hospitality Training Assistant Manager Development Planner Jan 2024 PDF

Hospitality Training Assistant Manager Development Planner Learner Journal Activities 1 month Training – Building Knowledge...

Hospitality Training Assistant Manager Development Planner Learner Journal Activities 1 month Training – Building Knowledge and Skills Shoulder to Shoulder Practice Time or Other Resources 2 Months Practice on Execution and Results Phase 1 ACTION TO BE TRAINING HOW LONG WILL IT TAKE 3-4 HOURS DATE TO BE SIGN OFF COMPLETED SETTING REVIEW HTA ROLES AND RESPONSIBILITIES (PAGE 9) 20 MINS TO DISCUSS AND ANSWER QUESTIONS EXPECTATIONS REVIEW THE COMMITMENT LETTER AND TRAINING PLAN 10 MINS TO COMMITMENT LETTER, AND TRAINING PLAN INCLUDING THIS IS YOUR TIME TO WAGE INCREASE AND DEVELOPMENT MILESTONES ENSURE THE TRAINEE REVIEW RESTAURANT GOALS – DOWNLOAD GJ MAC MOBILE 10 MINS TO SHOW WHAT IS IMPACTFUL IN THIS ROLE AS THE HTA UNDERSTANDS THEIR APP ON PHONE NEW ROLE AND TRAINING PATH REVIEW GJ MAC BENEFITS & POLICIES HANDBOOK 1-HOUR HANDBOOKS #1- WITH HUMAN RESOURCES CONTACT JUANITA FOR MEETING DATE REVIEW GJ MAC OPERATIONS HANDBOOK 1 HOUR READ AND UNDERSTAND HANDBOOK #2 -WITH SUPERVISOR/MANAGING PARTNER OR QUALIFIED GM Phase 2 ACTION TO BE TRAINING HOW LONG WILL IT TAKE 3-4 HOURS DATE TO BE SIGN OFF COMPLETED MAXIMIZING THE DISCUSS THE VOICE SCORES AND 1-800 COMPLAINTS AND SPEND 30 MINS - REVIEW THE GJ MAC WEBSITE; REVIEW SCORES, GUEST EXPERIENCE HOW TO RECOVER A CUSTOMER. SHOW TRAINEES HOW THEY COMMENTS. IMPACT THE RESTAURANT SCORECARD. 1-800 COMPLAINTS – LOOK SPECIFICALLY AT: DISCUSS YOUR RESTAURANT'S TARGETS. SHOW THEM HOW ORDER ACCURACY PERCENTAGE TO CONDUCT TABLE TOUCHES IN THE DINING ROOM. SHOW RUDE EMPLOYEES THEM HOW TO TALK TO GUEST IN THE DINING ROOM VOICE RESULTS PERCENTAGE KIOSKS/TABLE SERVICE/MCDELIVERY/MOP ORDER END PRESENT END TIMES (OEPE) NUMBER OF CARS SERVED IN THE DRIVE-THRU DURING PEAK TIMES PULL FORWARD PROCESS SALES, TRANSACTION, AND DT INCREASE INFORMATION FRED LEARNING THE TRAINEE SHOULD REVIEW “LEADING 30 MINS-TRAINEE REVIEWS AND COMPLETES THE LEARNING HOSPITALITY” AND COMPLETE THE LEARNING JOURNAL SECTION. JOURNAL. pg. 1 Hospitality Training Assistant Manager Jan 2024 ENSURE THAT THE FRED LEARNING THE TRAINEE SHOULD REVIEW “CREATING FEEL 1 HOUR-TRAINEE REVIEW AND COMPLETES THE LEARNING JOURNAL. MANAGER KNOWS GOOD MOMENTS." FEEL GOOD MOMENTS WHAT TOOLS AND THE GUEST JOURNEY RESOURCES ARE YOUR HOSPITALITY TEAM AVAILABLE TO MEASURING HOSPITALITY AS SERVICE MEASURE AND IMPACT TARGETS, POSITIONING AND CAPACITY THE GUEST’S RESOLVING COMPLAINTS EXPERIENCE ON THE FLOOR – REVIEW KIOSK AND TABLE SERVICE STANDARDS SPEND 2 HOURS -(PEAK PERIOD ON THE FLOOR) COACHING ON HOW AND EXPECTATIONS. TO MANAGE THE DINING ROOM AND WHAT THE TRAINEE SHOULD SET THE EXPECTATION THAT THERE IS ALWAYS SOMEONE IN THE LOOKING FOR. TABLE TOUCHES- GEL IN PLACE- GUEST INTERACTION- ENTRANCE TO GREET THE GUEST AND BEGIN THE ORDER PROCESS. DINING ROOM CLEANLINESS. ENSURE THEY UNDERSTAND THAT A CREW MEMBER/MANAGER DEMONSTRATE HOW TO COACH CREW TO CONDUCT MUST BE VISIBLE TO THE GUEST AT ALL TIMES. THE 3-TABLE TOUCHES. DISCUSS/OBSERVE DT SERVICE STANDARDS. DEMONSTRATE PULL SPEND 1 HOUR LOOKING AT THE DT BOTH INSIDE AND OUT. DISCUSS FORWARD STANDARDS. YOUR EXPECTATIONS AND HOW TO MANAGE THE DT. EXPLAIN "KEEP THE WHEELS MOVING," PARK RUNNERS, OEPE AND SHOW HOW TO REVIEW REPORTS DISCUSS THE SERVICE STOCK AREA- SHOW THEM WHAT YOUR SPEND 30 MINS USE THE “BE WELL SERVED” LAYOUT AND SHOW THE EXPECTATIONS TRAINEE WHAT YOU WANT THEIR AREA TO LOOK LIKE CONDUCT A CEV TOGETHER – USE THE FORM AND THE GJ MAC SPEND 45 MINS. CONDUCT A CEV EITHER AT YOUR RESTAURANT OR WEBSITE ANOTHER – SCORE IT AND DISCUSS – ANSWER QUESTIONS. REVIEW THE DSPT – DISCUSS THE PROPER STAFFING LEVELS AND SPEND 30 MINS – REVIEW HOW YOU WANT TO HAVE PEOPLE SET UP POSITIONED TO MAXIMIZE THE GUEST EXPERIENCE FRED LEARNING THE TRAINEE SHOULD REVIEW “MCCAFE 20 MINS TRAINEE READS AND COMPLETES LEARNING JOURNAL – ASK COACH ANY QUESTIONS AT NEXT MEETING COMPLETE FRED FRED LEARNING THE TRAINEE SHOULD REVIEW MODULES IN 1-HOUR TRAINEE READS AND COMPLETES LEARNING JOURNAL – ASK LEARNINGS McCafe "MAINTAINING AND BUILDING SALES." COACH ANY QUESTIONS AT NEXT MEETING SALES BUILDING STRATEGY AFTER THESE MODULES ARE VIEWED, THE TRAINEE SHOULD BE SUGGESTIVE SELLING AND UP-SELLING DONE WITH ALL OF THE FRED LEARNING. VISIBILITY AND ACCESS EXECUTING PROMOTIONS TRADING AREA ANALYSIS COMMUNITY RELATIONSHIPS RONALD MCDONALD HOUSE CHARITIES LOCAL SALES BUILDING pg. 2 Hospitality Training Assistant Manager Jan 2024 COMPLETE FRED- 1-HOUR FRED LEARNING – 1-HOUR WATCH ALL OF THE GUEST EXPERIENCE MODULES AND “MAINTAINING AND TO TRULY UNDERSTAND THE ROLE OF THE CREW INTERACTIONS DISCUSS WITH COACH – THIS IS FOR KIOSK AND TABLE SERVICE BUILDING SALES” WITH THE GUEST THE TRAINEE WATCHES – HOSPITALITY TRAINING MODULES – CREATING FEEL GOOD MOMENTS – WATCHED THIS EVEN IF YOU DON'T HAVE TABLE SERVICE AND KIOSK GEL and Hospitality FRED LEARNING THE HTA SHOULD HAVE A GOOD Training UNDERSTANDING OF THE CREW TRAINING PROGRAM IN THE RESTAURANT AND THEIR ROLE IN THE EXECUTION THESE MODULES MUST THE TRAINEE SHOULD ATTEND A TRAIN THE CREW TRAINER BE WATCHED TO BE MEETING AND BE VERIFIED AS A TRAINER. THEY SHOULD BE AN VERIFIED AS A EXPERT ON HOW TO USE FRED, ONBOARD NEW HIRES, AND HELP HOSPITALITY THEM FEEL PART OF THE TEAM DURING THE FIRST 3 DAYS OF MANAGER. THE TRAINING. LEARNING CAN TAKE PLACE ANYTIME THE HTA MEETS WITH THE PEOPLE MANAGER DURING THIS PHASE THROUGHOUT THE OF TRAINING TO ESTABLISH ROUTINES AND COMMUNICATION TRAINING PROCESSES. Crew Training THIS IS ON-GOING TRAINING THAT TAKES PLACE THROUGHOUT THE PHASES AND VERIFIED WITH THE KEY SUCCESS FACTORS. THE HOSPITALITY MANAGER IS THE PEOPLE MANAGER’S ASSISTANT WHEN IT COMES TO CREW TRAINING. pg. 3 Hospitality Training Assistant Manager Jan 2024  Phase 3 ACTION TO BE TRAINING HOW LONG WILL IT TAKE 3-4 HOURS DATE TO BE SIGN OFF COMPLETED RESULTS AND CLEANLINESS AREA -WALK THE FRONT COUNTER, DT, AND SPEND 30 MINS-WALK THE AREA AND SET EXPECTATIONS FOR HTA’S ACCOUNTABILITY DINING ROOM AREA THAT THE TRAINEE IS RESPONSIBLE FOR. CLEANLINESS AREAS. DISCUSS STOCKING ROUTINES AND STOCK LEVELS. AREAS INCLUDE- FOOD SAFETY OBSERVATIONS: TOWELS AND TOWEL BUCKETS CLEANLINESS OF EQUIPMENT CODE DATES AND ROTATION OF PRODUCTS REFRIGERATOR TEMPS AND WORKING THERMOMETERS DT WINDOW CLOSED WHEN NOT IN USE REVIEW WITH THE TRAINEE ON AND OFF THE FLOOR SPEND 1 HOUR- USE THE GJ MAC WEBSITE TO REVIEW. CLEANLINESS AREA EXPECTATIONS AND DEPARTMENT TARGETS THEY ARE REVIEW THE HOSPITALITY MANAGER'S WALK-THRU LIST AND FOOD SAFETY ACCOUNTABLE FOR IN RDM MEETINGS REVIEW YOU RESPONSIBILITIES REVIEW THE RESTAURANT SCORECARD AND HOW THEIR R SCORECARD RESULTS – DISCUSS WHAT THE TARGETS THAT DEPARTMENT IMPACT RESULTS ARE TRACKED AND DISCUSSED AT RDM MEETINGS. SCORECARD PEOPLE CHAMPION TRAINS THE HTA TO CREATE AND MANAGE SPEND 1 HOUR- REVIEW THE IMPORTANCE OF CREW MORALE MEASURES THE ENTHUSIASM CALENDAR AND HOW TO CREATE AN ENVIRONMENT THAT IS FUN AND INCLUSIVE CREW RETENTION PREPARE TRAINEE TO ATTEND AN RDM MEETING SPEND 1 HOUR- SHOULDER TO SHOULDER WITH TRAINEE: COVER THE GJ MAC WEBSITE AND THEIR GOALS ALONG WITH THE RDM MEETING AGENDAS. DISCUSS YOUR EXPECTATIONS RDM MEETING MEET BEFORE RDM TO DISCUSS THEIR AGENDA AND RESULTS SPEND 30 MINS -SPEND TIME WITH TRAINEE PREPARING THEM FOR PROCESS THE WEEKLY MEETING FOR THREE MEETINGS IN A ROW EXECUTE MEETING PROVIDE FEEDBACK ON THE WALK THURS AND MEETING SPEND 30 MINS- LET THE TRAINEE KNOW WHAT THEY DID WELL AND AGENDA PARTICIPATION WHAT THEY SHOULD WORK ON FOR THE NEXT WEEK pg. 4 Hospitality Training Assistant Manager Jan 2024  Phase 4 ACTION TO BE TRAINING HOW LONG WILL IT TAKE 6-7 HOURS DATE TO BE SIGN OFF COMPLETED -ATTEND HAVE A PRE-MEETING WITH HTA TRAINEE TO DISCUSS SPEND 1 HOUR- DISCUSS; BEING ON TIME- MAKE SURE THEY KNOW THE “DEVELOPING THE ATTENDING THE DEVELOP THE LEARNER IN ME TRAINING ADDRESS, WEARING THE UNIFORM, SET EXPECTATIONS FOR LEARNING, LEADER IN ME” ANSWER QUESTIONS. PARTICIPATES IN WEEKLY RDM MEETINGS 4 WEEKS –1 HOUR; CONTINUE TO WORK WITH TRAINEE AS THEY -EXECUTE RDM ATTEND WEEKLY MEETINGS – PREPARE AND PROVIDE COACHING RESPONSIBILITIES RECEIVE MONTHLY PERFORMANCE CONVERSATIONS FROM GM SPEND 1 HOUR - REVIEW SERVICE TARGETS; OEPE, KIOSK USAGE; MOP AND MCDELIVERY RESULTS. VOICE SCORES AND COMMENTS, 1- THIS IS YOUR TIME TO 800 COMPLAINTS, CREW TRAINING. DEPARTMENT AREA WALK-THRU COACH THE TRAINEE REVIEW RESTAURANT SCORE CARD MONTHLY SPEND 30 MINS- COACH AND ENSURE HTA UNDERSTANDS HOW THEY ON HOW TO IMPACT YOUR RESTAURANT IMPACT THE RESTAURANT RESULTS AND HAVE SUCCESS AS DEPARTMENT KNOWLEDGE VERIFICATION HTA CAN PASS A VERIFICATION CONDUCTED BY THE SUPERVISOR A HOSPITALITY TRAINING ASSISTANT THREE MONTHS OF MANAGING DEPARTMENT – MEET WITH RECEIVE WAGE INCREASE AND DISCUSS FUTURE TRAINING PLANS SUPERVISOR OR DO pg. 5 Hospitality Training Assistant Manager Jan 2024  pg. 6 Hospitality Training Assistant Manager Jan 2024  pg. 7 Hospitality Training Assistant Manager Jan 2024  pg. 8 Hospitality Training Assistant Manager Jan 2024