Training Plan Introduction 2009

March 5, 2009 [ TRAINING PLAN 2009]
Training Plan Introduction

Year 2009
Porto Sokhna | Human Resources & Training 1

CHAPTER (1)
1- Human Resources & Training Vision, Mission & Objective
VISION
To be a motivated team of multi-skilled individuals
Who demonstrate the
company’s values
MISSION
 To put the HR&TRG Vision into action by continually
acknowledge & enhance our employee’s capabilities to
ensure a positive experience for our guests which will
benefits our employees and our owner
 All employees understand their role in delivering the

external promise by providing a consistent level of excellent
service in line with company standard
OBJECTIVES
 To produce modern and progressive training programs
and materials that reinforces the company’s
management approach

2 – Training aim for year 2009

Developing the employee's skills at all levels and positions to reach job
professionalism and also to enhance coordination between all positions in
order to maximize and improve productivity also to gain complete knowledge
of new methods and increase professionalism to follow the Porto sokhna
continuous development of its policies and procedures as well as service
standards.
COMPANY GOALS
a- GUESTS
- Increase guests satisfaction

- Provide high quality of Service Standards
- Ideal Comfort and Safety of guests
- Guest Self Esteem
b- EMPLOYEES
- Develop and upgrade employees knowledge, skills and

experience to reach job professionalism
- Providing opportunities for career growth
- Job satisfaction
- Maintain employees loyalty
3- Training Durations and Schedules

A- On Job Training
Executives and Department Heads through the Departmental Trainer

will make daily one hour training in their departments that can be
divided into two half hour each, according to the departmental
agenda to cover on job training subjects related to business needs.
B- Off Job Training
Will be under the responsibility of the Human Manager and will be

for full training day/days according to the duration of each training
course to cover all aspects related to our business requirements, and
will be held as indicated in the training master plan. Off-Job training
topics will be repeated from 4 to 5 times per year to enable all
employees to attend.

C- Professionalism
In order to reach the professionalism by the end of the year, the

training plan will be developed in a way that training subjects and
programs start in an increasingly levels from base to top.
CHAPTER (2)
General Aim for all Departments
 Providing a high quality of service in order to maintain Porto Sokhna

standards in a professional manner.
 Focusing on the training to reach job professionalism for all hotel

employees.
A- Front Office
 Exceed guest expectation

 Minimize Guest Complaints
 Provide professional service
 Up-Selling
B- Food & Beverage
 Providing high quality of service and developing our F&B

operation permanently in creating and innovating new F&B
concepts.
 Up-Selling
 Achieved Guest Satisfaction
 Controlling the food cost without affecting the standard
C- Engineering
 Improving and developing the technical skills of each

member of the Engineering department in order to maintain and
upgrade our hotels.
 Maintain the Hotel Assets to be in a very good condition
 Increase level of safety and security for guests and staff

 Decrease expenses
 To implement the Preventive Maintenance System in
order to fulfill Porto Sokhna standards required.
D- Housekeeping
 Guest comfort
 Clean and tidy hotel
 Full implementation of the Porto Sokhna standards in all
aspects of HK activities.
 Increasing the capability of the staff on how to use and
maintain their equipments.
E- Human Resources
 Select and hire the right candidates with the right attitude
in the right Job at the right time
 Employee Satisfaction
 Implement the training plan in a professional and devoted
way.
F- Recreation
 Up-Selling activities
 Maintain the beach, pool and health club
 Increase Guest Satisfaction and Safety
 Minimize guest complaints
CHAPTER (3)
Off Job TRAINING TIME TABLE
Consists of the following:-
1) Management and Middle Management off job training.

2) Supervisory level off job training.
3) Rank files employees off job training.
4) General Training Off job training.
5) Special Courses
Time table and Master Training Plan attached

Explanations for the time table
On 25th of each month a monthly training calendar will be established for the
coming month to clear the following:
a) Confirm dates established in the Master Annual Training Plan

and adjust if there is any.
b) Assign the timing, and confirm the Location for topics
established in the Master Annual Training plan.
c) Assign dates, times, Location for courses that were under
planning.
CHAPTER (4)
Departmental Trainer
It is the responsibility of the Human Resources Manager and the Department
Heads to create Departmental Trainers in each department according to the
department number of staff (one Trainer for every 25 employees).
The selected Departmental Trainer will attend the Train the Trainer program
which will be run in all hotels during March 2009 by Amer Academy for
Training and development
a)Role of Departmental Trainers
1. To assist in the identification of the department’s training needs

2. To plan the training activities to satisfy these needs
3. To carry out skills training
4. To carry out departmental orientation for new employees
5. To maintain the department’s training records
6. To monitor standards and give corrective training as necessary
Training Need

If an employee’s present level of knowledge, skill and attitude is anything less

than the standard for the hotel, then a training need exists.
Identification of Training Needs
Observation of the Departmental Trainer or the HOD

Observation
During operation
The Departmental Trainer has to communicate with

Guest Feedback & Comments Cards the Guest Relation for the negative feedback related
his/her department
It's recommended to be shared with the Departmental

Labor Turnover
Trainer through his Department Head
Training Records All employees has to be trained on their Job task
Productivity Reports To be shared with the HOD
All concerned Departmental Trainers has to receive a

Accident, hygiene & Safety reports copy of the monthly report to be communicated with
their staff
The mentioned improvement areas has to be

Performance Appraisals
addressed in the department training plan
b) Departmental Trainers Meetings
• All Departmental Trainers should attend the monthly Departmental

Trainers meeting held with the Training Manager or the Human
Resources Manager.
• The Training Manager or the Human Resources Manager is to ensure

that all Department Heads meet with their Departmental Trainers every
month to review training activities and plan future ones.
• The Human Resources Manager is to evaluate Departmental Trainers’

monthly plans to ensure that Departmental needs are met.
• The Human Resources Manager is to meet the Departmental Trainers

on a monthly basis to:
 Review overall Departmental progress

 Update new training ideas, methods and material
 Maintain support and motivation to achieve training plan

CHAPTER (5)
Hotel Departments essential On-Job training tasks
A list of the main tasks to be included in the Monthly on-job training plan per
department. The Department Heads are required to adjust the hereunder Job
Tasks according to their operation needs in-order to make the on-Job Training
effectively.
Each Department Head will prepare his/her Departmental on-Job Training

plan on 25th of each month after adjusted the Job Tasks given hereunder
according to the following on-Job Training calendar sample.
On-Job Training Plan Forms

SAMP
LE ON-JOB TRAINING CALENDAR
___________________________
HOTEL: Porto Sokhna
DEPARTMENT:
MONTH OF: Month 2009
Training Topic Date Venue Time Trainer

ON-JOB TRAINING CALENDAR
___________________________
HOTEL:
DEPARTMENT: Restaurants
MONTH OF:
Uniform Presentation
Uniform Issue
Complaint Handling
Product Knowledge
Selling Skills
Personal Hygiene
Food Hygiene
Equipment Hygiene
Fire Procedures
Safety Procedures
Accident Procedures
Lost Property
Food & Beverage Service Hours
Daily Role Of The Senior Supervisors - Pre
Service
Restaurant Sideboard Organization
Type Of Crockery, Glassware, Cutlery
Washing/Dusting Tables And Chairs
Washing/Polishing Sideboards
Maintenance Of Restaurant Chair Cushions
Cleaning A Highchair

____________________________
HOTEL:
DEPARTMENT: Room Service
MONTH OF:
Collecting Time Card

Printing Time Card In
Complete Attendance Register
Register Time In & Time Out
Cleaning Cutlery By Polishing
Cleaning China-Ware
Cleaning Glass-Ware
Cleaning Trolleys
Cleaning Hot Cases
Check Working Condition Trolleys
Cleaning Trays
Cleaning Oil & Vinegar Stand
Cleaning Salt And Pepper
Refill Salt/Pepper
Cleaning/Preparing Sauces
Coffee For One Set Up
Tea For One Set Up
Continental B/Fast For One Set Up
Continental B/Fast For Two Set Up
American B/Fast For One Set Up
American B/Fast For Two Set Up

__________________________
HOTEL:
DEPARTMENT: Bars
MONTH OF:
Collect Key From Security

Switch On Bar Lights
Collect Log Book/Check Pigeon Hole
Collect Linen Exchange
Collect Beverage Stores
Collect Cashier Reimbursement
Collect Food Stores
Cut Garnishes
Fill Fridge
Fill Check List
Collect Cashier Float
Turn On Music
Receive And Greet Guests
Seat Guests
Take Aperitif Order
How To Make Cocktails
How To Dispense Drinks
Change Ashtrays

___________________________
HOTEL:
DEPARTMENT: Kitchen
MONTH OF:
Food Hygiene
Food Poisoning
High Risk Foods
Ten Main Reasons For Food Poisoning
Prevention Of Food Poisoning
Personal Hygiene
Preparation Of Food
Cooking Of Food
Cooling Of Food
Food Deliveries Procedure
Food Storage
Temperature Control
General Rules For Food Handlers
Ordering Dry Stores
Stock Rotation / Wastage
Types Of Operation
Cleaning Of Equipment
The Law Relating To Food And Food Hygiene
Stations Of The Kitchen

___________________________
HOTEL:
DEPARTMENT: Stewarding
MONTH OF:
Use Of Dishwasher
Handling Clean Dishes
Cleaning Dishwashing Machine
Operating The Dishwashing Machine
Dishwashing Machine Out Of Order
Clean Fat Fryers
Clean Pans And Kitchen Utensils
Clean Black Round Pans (Poels)
Clean Copper (Kitchen)
Clean Vertical Cutter Mixer
Operate Silver Burnishing Machine
Polish (Meat Wagon/Trays)
Polish Silver
Polish Copper And Brass
Clean Floor
Clean Hood Filters
Clean Ovens
Clean Potato Peeler
Clean Bain Maries
Clean Refrigerators
___________________________

HOTEL:
DEPARTMENT: Reception
MONTH OF:
Front Desk Menu

Print Registration Card For Arrival (Individuals)
Print Registration Card For Arrivals (Groups)
Pre-Registration For Arrivals
Welcome Letters
Keys For Arrival
Individual Arrival Preparation
Group Arrival Preparation
VIP Arrival Preparation
How To Cut A Room Key (One Key)
How To Cut Room Keys (More Than One)
How To Cut A Duplicate Key
How To Cut A New Key
How To Restore An Actual Guest Key Code
How To Cut A Loader Key
Computer Keyboard Functions
Use Of Function Keys
Sign On Computer Terminal
Hotel Menu
Log On/Off Computer Terminal
___________________________
HOTEL:

DEPARTMENT: Bell Service
MONTH OF:
Follow The Hotel’s Posting Positions

Maintain Bell Stand Logbook & Front Sheets
Load Luggage
Provide Door Service For Guests
Use The Guest Information Directory
Assist In Rooming Guests
Assist Guests At Check-Out
Provide Storage For Guest Luggage
Perform Errands For Guest & Management
Arrange For Or Hail Taxis For Guests
Deliver Mail, Messages, Facsimiles, Packages
Provide Valet Parking
Deliver Express C/out Packets To Guestrooms
Deliver Morning Newspapers To Guests
Process Guest Laundry
Deliver Guest Service Equipment & Supplies To
Guestrooms
Assist With Luggage For Group Arrivals &
Departures
Perform Upkeep On Courtesy Vehicles
Report Courtesy Vehicle Accidents
Provide Courtesy Transportation
Arrange Limousine Service
Follow The Hotel’s Posting Positions
___________________________
HOTEL:
DEPARTMENT: Guest Relation

MONTH OF:
History Of The Hotel

Building Layout And Floor Plans
Location Of Guest Rooms And Views
In Room Facilities
Location Of The Hotel Outlets
Operating Hours Of The Hotel outlets
Location Of The Function Rooms
Recreation Facilities
Key System
Fire Exists And Procedures
Handover/Logbook
Guest Courtesy
Guest Relations Reports
Floor Plan Procedure
Amenities
Correspondence Check
Room Blocking
Guest History Up Dating
Room Inspection Procedure
Room Escorting Procedure
Guest Questionnaire
__________________________
HOTEL:
DEPARTMENT: Housekeeping
MONTH OF:

Set Up Room Attendant Trolley

Park R.A. Trolley In Guest Hallway
Entry To Guest Rooms
Open Curtains/Draperies
Check Lights, AC, TV
Remove Garbage/Room Service Trolley
Strip Bed
Make Bed
Clean/Dust Furniture
Replenishment Of Supplies
Reporting For Maintenance
Remove Garbage
Remove Soiled Linen
Clean Glasses And China
Clean Wash Basin
Clean Wall Fixtures And Air Exhaust
Clean Shower Curtain
Clean Bath Tub
Clean Bidet
Clean Toilet
Disinfect Telephone
Set Up Room Attendant Trolley
_____________________________
HOTEL:
DEPARTMENT: Laundry
MONTH OF:

Collect Key From Security

Open Laundry
Open Steam/Air Valves Of Washers
Load/Unload Washers
Check The Lint Screen Of Dryers
Load/Unload Dryers
Check The Flow Of Work
Check The Linen Chute
Check The Floor Cleaning
Check The Equipment Change
Check The Duty Roster Of Section
Control On Supplies
Control On Energy
Check The Quality Of Finished Work
Record Daily Loads
Report Malfunctioning Machine
Follow Up On F&B/Rooms Linen
Check On Washing Formulas
Check On Chemical Use
Check On Damaged Linen
Schedule Worker As Per Work Loads
___________________________
HOTEL:
DEPARTMENT: Recreation
MONTH OF:

Greet Guests Upon Entry Using Standard Script

Using Guest Name
Supervise Users Of Gym
Supervise Users Of Jacuzzi
Supervise Users Of Sauna
Answer Telephone Enquiries
Make A Massage Booking
Make A Tennis Booking
Make A Boat Hire Booking
Make A Lesson Booking
Introduce Prospective Members With A Tour
And Explanation
Sell A Membership
Answer Enquiries
Control Micro Operation
Rent Equipment
Issue Locker Key
Issue Towels, Bathrobe And hand towel
Maintain stock of Towels, Bathrobes & Hand
towels
Return Lost Items To Housekeeping
Make Sale Of Merchandise
___________________________
HOTEL:
DEPARTMENT: Purchasing
MONTH OF:

Check In-Tray
Check Fax Machine For New Quotes
Prepare ‘Things To Do To-Day’
Sort Pending Prs/Action
Check Receiving Yellow copies/Follow-Up
Pending Items
Obtain Quotes As Per Purchase Request
Follow-Up With Vendors For Pending Quotes
Compare Prices
Select Vendors
Prepare Major Vendor List
Keep Vendor Record For Daily List
Keep Emergency Contact Numbers/Address
Visit Market Daily
Provide Market Price Trend/Market Conditions
Collect Product List From Vendors
Provide Seasonal Item List
Negotiate Prices With Vendors
Obtain New Products If Price Is Cheaper
Provide Sample Control Sheets
Communicate On Not Available Items
Provide Substitute To User
____________________________
HOTEL:
DEPARTMENT: Engineering
MONTH OF:

Daily Staff Briefing

Handling/Maintenance Work Orders
Feeding Mwo’s Cost/Man hours In Computer
Weekly Maintenance Work Order Analysis
Raising Purchase Requests
Feeding Guest Rooms Maintenance Cost/Man
hours In Computer
Feeding Public Areas Maintenance Cost/Man
hours In Computer
Feeding Service Areas Maintenance Cost/Man
hours In Computer
Record Keeping/Building Maintenance Work
Sheets
Checking/Sending Maintenance Work Sheets
Making Store Requests
Supervision - Vehicle Repair And Maintenance
Supervision - Diesel Engines
Repair/Maintenance
Supervision - Garden Equipment
Repair/Maintenance
Execution Job After Approval
Scheduling Staff For Overtime
Preparing Staff Duty Roaster
Conducting On-Jon Training
Making Staff Progress Report
Inspection Of Garden Irrigation System
TRAINING ATTENDANCE SHEET
___________________________
SUBJECT TRAINED:
TRAINED BY:
DATE:

Original attendance sheet to be sent to Human Resources Department and copy to

be kept in the Departmental Training file.
No. Trainee's Name Position Department Signature
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
Trainer Signature
_______________
DEPARTMENTAL TRAINING RECORD
________________________________
DEPARTMENT:
RECORDED BY:
MONTH OF:

Employee's Clock Number
Topic Name
Topic Name
Topic Name
Topic Name
Topic Name
Topic Name
Topic Name
Topic Name
Topic Name
Topic Name
Topic Name
Topic Name
Employee's Name
Departmental Trainer Signature _______________________
Department Head Signature _______________________
EMPLOYEE TRAINING RECORD
___________________________
EMPLOYEE NAME:
DEPARTMENT:

MONTH OF:
Not
Training Topic Done Date Remarks
Done
Departmental Trainer Signature _______________________
Department Head Signature _______________________
• This form will help the Human Resources Manager to track each
employee’s training history by keeping a training record in each
employee’s personnel file.
• The above form to include all the monthly topics, copy to be sent to
Human Resources signed by the Department Head.
• Monthly the Human Resources Manager will send all the record to
Human Resources Head office with the monthly Reports
Measuring and Evaluating the Training Results

In order to confirm that the results expected from the training plan have been
achieved, there will be methods to measure the success and failure of the
plan.
Methods of measuring the results of the training
 Training tests
 Guest direct feedback
 Guest comments ( questionnaires )
 Management observation
CHAPTER (6)
Off Job Annual Training Plan, time table attached
THANK YOU

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March 5, 2009 [ TRAINING PLAN 2009]

Training Plan Introduction

Porto Sokhna | Human Resources & Training 1

1- Human Resources & Training Vision, Mission & Objective

Who demonstrate the

 All employees understand their role in delivering the

and materials that reinforces the company’s

Porto Sokhna | Human Resources & Training 2

2 – Training aim for year 2009

- Increase guests satisfaction

- Develop and upgrade employees knowledge, skills and

3- Training Durations and Schedules

Executives and Department Heads through the Departmental Trainer

B- Off Job Training

Will be under the responsibility of the Human Manager and will be

Porto Sokhna | Human Resources & Training 3

In order to reach the professionalism by the end of the year, the

General Aim for all Departments

 Providing a high quality of service in order to maintain Porto Sokhna

 Focusing on the training to reach job professionalism for all hotel

 Exceed guest expectation

B- Food & Beverage

 Providing high quality of service and developing our F&B

 Improving and developing the technical skills of each

 Increase level of safety and security for guests and staff

Consists of the following:-

1) Management and Middle Management off job training.

Time table and Master Training Plan attached

Porto Sokhna | Human Resources & Training 5

Explanations for the time table

a) Confirm dates established in the Master Annual Training Plan

a)Role of Departmental Trainers

1. To assist in the identification of the department’s training needs

Porto Sokhna | Human Resources & Training 6

If an employee’s present level of knowledge, skill and attitude is anything less

Identification of Training Needs

Observation of the Departmental Trainer or the HOD

The Departmental Trainer has to communicate with

It's recommended to be shared with the Departmental

Training Records All employees has to be trained on their Job task

Productivity Reports To be shared with the HOD

All concerned Departmental Trainers has to receive a

The mentioned improvement areas has to be

b) Departmental Trainers Meetings

• All Departmental Trainers should attend the monthly Departmental

• The Training Manager or the Human Resources Manager is to ensure

• The Human Resources Manager is to evaluate Departmental Trainers’

• The Human Resources Manager is to meet the Departmental Trainers

 Review overall Departmental progress

Porto Sokhna | Human Resources & Training 7

Each Department Head will prepare his/her Departmental on-Job Training

On-Job Training Plan Forms

Porto Sokhna | Human Resources & Training 8

HOTEL: Porto Sokhna

MONTH OF: Month 2009

Training Topic Date Venue Time Trainer

Porto Sokhna | Human Resources & Training 9

ON-JOB TRAINING CALENDAR

Training Topic Date Venue Time Trainer

Porto Sokhna | Human Resources & Training 10

ON-JOB TRAINING CALENDAR

DEPARTMENT: Room Service

Training Topic Date Venue Time Trainer