Prezentácia

Training &
Development
Bratislava, 2013
AGENDA
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Starwood & Sheraton Introduction
Associate Life Cycle - Onboarding
Generations on the workplace
Training system & Quality Standards
Who provides and approves training?
Growth and development
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OUR COMPANY
• Starwood Hotels & Resorts Worldwide, Inc
• One of the leading hotel and leisure companies in the world
• We have 1,200 hotels and resorts worldwide – in more than 100
countries
OUR DIVISION
EAME – Europe, Africa, Middle East
OUR BRANDS
Our EAME Structure
• Nearly 60 countries
• Over 3 continents
• More than 50,000
associates
• 40 languages
• Over 35 currencies
• 6 time-zones
The EAME Map Structure
North-West
Europe
East & Central
Europe
Iberia
Middle East
Italy & Central
Mediterranean
Africa & Indian
Ocean
SHERATON Bratislava Hotel
209 Rooms including 23 Suites:
• 18 Rooms including Private Balcony
• 7 Rooms including Private Terrace
• Sheraton Sweet Sleeper
• All rooms Separate Shower and Bath
• Walk-in Rain Shower
• Plasma TV’s
• Coffee and Tea Facilities
• Air conditioning
• 24-hrs room service
• Minibar
• Satellite/Cable channels
• In-room “Block Busters” movies
• In-room laptop safe + charger
• High speed internet access & Wi-Fi
• Bathrobes, slippers, haidryer
Opened 24th of February 2010
The idea:
Hiring for attitude,
training for skills
What You Need To Bring Along
• Passion
• Aspiration
• Commitment
• Positive Attitude
• Vision
• Team spirit
• Creativity
• Will to create a difference
What Is In It For You
• Nice work environment
• Development
• Coaching
• Career planning
• Global opportunities
• Networking
• Growth
• Starwood community
In Sheraton we believe…
… life is better when shared
and we act according our CORE VALUES:
WARM
CONNECTED
COMMUNITY
We want to connect with our guests, being
uncommonly generous and give from the heart
through Generosity of spirit.
Associate Life Cycle - Onboarding
• Hiring process Profesia, Global
Career Site
Starfinder,
Talent days,
Hospitality high
schools absolvents
• Administration
• Training
• Further
development
Associate
• A title used by some companies instead of employee.
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HR responsibility
Job contract & employment documents administration
Systems set-up (AMT, SW1, StarGuest, SPG link, PMP, TR …)
Payroll set-up
2 days induction training
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HoD responsibility
Make the associate feel welcome
Be prepared
Follow a plan
Give regular feedback
Encourage & motivate
Trial Period Feedback Form
Induction Grid Card
Different generations
respect & appreciation
create synergies
achieve increased results
Generations in the workforce
» Traditionalists
in their 60s
(1925-1945)
» Baby Boomers
mid 40-60
(1946-1940)
» Generation X
late 20-early 40
(1961-1981)
» Generation Y / Net Gen/Millennial
(1981-1994)
» Generation Z
(1995-2009)
» Generation Aplha
(2010-2024)
Understand the different generations
More understanding….
» It’s like putting together a team with
members of different cultures
» Key is to understand the underlying
values and norms driving the different
behaviors
» Find a vision that rises above all
cultures, transcends beliefs and
surpasses borders
» Learn to appreciate the differences
» Identify ways to manage the
generation mix
Training system – Quality standards
Our HR Philosophy:
» Hire for Attitude, Train for Skill
» Developing Talent for Growth
» Diversity in every Sense
All the ways that we
are different and similar
VISIBLE
and
INVISIBLE
EAME has designed a 4 tier approach to Development:
Operational associates
Hotel training
Supervisory associates
E-the Hague
Managerial associates
HOT Academy
General Managers & above
INSEAD
Training&Development Responsibilities
HR responsibility
Starwood & hotel induction
Starwood mandatory trainings
Statutory trainings
Simulations
Soft skills trainings
Health & Safety trainings
Suggesting individual trainings based on
associate training needs
Giving feedback
Training & Leading departmental trainers
Training initiatives
DC administration
Monthly training plans …
HoD responsibility
Departmental induction
Job Skills Training
SOP Training
Individual training needs suggestions
Training follow up (is the associate using
what he/she learned?)
Giving feedback …
Where it all happens?☺
In our colorful branded Training room
Training Administration
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Monthly Training Plan from each department
Training calendar
Training grid
Training record
Training pass
Attendance sheet
Training process from the very beginning..
HOTEL TRAINING
• INDUCTION DAYS
2 full days (Training Manager)
Induction Outline
• Introductions – Welcome
• Brand/Our Service Culture
• Experiencing Sheraton (Sheraton Brand Concepts,
Positioning, Core Values, Life Enthusiasts)
• Introduction to Starwood (Explaining all brands,
Starwood Journey, GSI, SGR, LRA)
• Why Starwood? (Business – Operational Innovation,
Guests - SPG, Associates – Starhot, Development
Centrum, Star voice, Associate Relief Fund, Hot
Careers) Operational Innovation activity
• Property tour
Induction outline
• Introduction to Hospitality (Why people travel, Impact
of Hospitality, Hotel Types, Service Levels)
• Our Division (Starwood EAME, Regions,
Facts&Numbers, Associate benefits, Learning
Management system, Vita Futura)
• Grooming Standards (pictures of our colleagues)
• H&S Starwood (Health & Safety Introduction, Manual
Handling, Slips, Trips and Falls, Chemical
Safety, Food Safety, Top Safety Tips, Hazard
Spotting/Incident Reporting
• Employee Handbook
• BOZP a PO
Departmental Orientation
3rd day – third month
(Departmental Trainer and Head of Department)
On Job Training Skills
permanent
(Departmental Trainer and Head of Department)
Brand Oriented Training
various duration
(Different trainers)
SERVICE CULTURE TRAINING
EAME Site Inspection
Train the Trainer
The Journey
SPG – Starwood Preffered Guests
New SPG Changes
GEI Training
LRA Training
Upselling
Brand Standards Training
PCI Compliance Training
SOP Training
Service Recovery
Opera
Micros
Starguest
On Job Training
ABC of Housekeeping
Bed Bug
Blood Borne Pathogens
Ergonomic Training
Breakage Training
Open training for all associates
Compliant Handling
Interaction with Guests Training
Experiencing Sheraton
Body Language
Grooming Standards – Brand Identity
Telephone Handling – Be a Hero on the
Hear the Silence
Health&Safety Training
Fire Patrol Training
Fire & Evacuation
EPS Fire Alarm System Training
Manual Handling
Material Control Training
Corporate Car Driver
First Aid
Defibrillator
Food Safety Training
HACCP
Food Safety for Food Handlers
Hygiene
Focus on branding - Why Branding?
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Starwood is becoming a global lifestyle hospitality company, that delivers
branded consumer products and services in ways that are different, better
and special for our customers and for all our stakeholders
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If a brand is the promise we make to our guest...
…then our associates are the keepers of that promise
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To give every guest a great branded experience, and, have an enjoyable
time along the way!
Supervisory Skills 5-months Program
Role of Supervisor
Associate Life Style
Communication
Time Management
Motivating your team
Working with the team
Delegation
Leading the team
Conflict management
Presentation skills
Feedback
Coaching
Language Courses
Rosetta Stone
Online Courses
E-the Hague
1 year
Hotelschool The Hague Performance Management
7 weeks
Front Office Management
Housekeeping Management
Food & Beverages Management
Maintenance & Engineering Management
Finance for non financial Managers
Revenue Management
e-Commerce/Marketing Management
Global Citizen Management
Development Center
Icebreakers
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To put the participants at ease
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To signal the start of the training session
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To keep the focus and attention of the participants
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To position the trainer as the leader of the session
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To wake participants up
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To inject energy into the session
Ice Breaker: Identify Me
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I can use a coffee machine, but truly I’m a specialist in…
I once worked as…
I like to work with people who…
I hate…
If I could be another person I would be…
While taking a shower I sing (song title)…
I spend my free time…
My favorite pet is…
My strongest character trait is…
My weakness…
One thing you may not know about me…
STARWOOD TRAINING
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Academies (HR, IT, Sales, HOT, Finance, F&B, Engineering)
Distribution/Revenue Management
Human Resources (Mentoring, Coaching, Emotional Intelligence)
Operation (Food Safety, Safety Seminar, Legionella)
Sales&Marketing (Social media)
Preopening
Brands
Development center training
Graduate Management Programs:
» Vita Futura (Application Process starts 1st October)
» Finance Futura (Application Process starts 1st January)
Vita Futura – Design Your Own Destiny
» What does Vita Futura mean?
Latin for: Future Life
» Vita Futura is Starwood’s Graduate Management Program
» Started in 1995 in the UK & Ireland
» Opportunity for graduates to design their own destiny
Vita Futura – Design your own Destiny
» 18 – 22 months program designed by YOU
» 3 Stages:
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Operational Overview (6-8 months)
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In-Depth Experience (6 months)
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Specialisation (6-8 months)
Vita Futura – Design your own Destiny
» Over their 18 month program Vita Futura’s attend the following
training in addition to normal hotel courses:
» VF Teambuilding
» Trainings on variety of key topics
Vita Futura – Design your own Destiny
Benefits:
» Work closely with the hotel Head of Departments & Executive
Committee Members
» Mentorship by Senior Leaders
» Employee discounted rates
» Competitive salary
» Endless Networking opportunities
» Excellent career fast track
» Opportunity to work and travel abroad
» Access to Starwood’s Learning Management System
Vita Futura – Design your own Destiny
Recruitment Process:
» Application Process starts: 1st October
» Only students with EU/EEA/Swiss/Middle East/African Passports
» Applications www.starwoodvitafutura.com
» Bachelor degree, fluency in English + 1 other language
» Emphasis on ‘can do’ attitude and leadership capabilities
» Tests, interviews & 1 day assessment centre
» New intake VF Trainees starting = September
Finance Futura – The Road to Success
Criteria:
» Strong interest in Finance
» Recruitment criteria match with VF
» 18 to 22 months Management Training
» 1 month of operational experience with all financial related
departments
» Applications: www.starwoodvitafutura.com
» Application Process starts 1st January
Finance Futura – The Road to Success
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Operational Overview (4 weeks)
Accounts Payable (6 weeks)
Accounts Receivable & Credit (12 weeks)
Credit (10 weeks)
General Cashier (6 weeks)
Income Audit (12 weeks)
Cost Control (4 weeks)
General Ledger (12 weeks)
Assistant Financial Controller ( 24 weeks)
Hotel Initiatives - Motivation
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Sheraton Tour Weeks
Style&Healthy days
SPG Week
Safety&Security week
Charity donations / Flea Market and Auction/UNICEF
Green, Healthy and Safety Days
Blood Donations
Brand Question Cards
Pet Shelter Visits
Style and Health Days
During two days our associates
had a chance to participate at Style
and health days initiative, where
they had a great chance to
experience the tips of how to
maintain professional appearance
at all times.
We are glad that many of our
colleagues participated and not
only learned something new, but
had fun as well.
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We organized our ballroom into 5 stages and 1 main stage.
1. Grooming
2. Beauty
3. Relax, Massage
4. Nutrition
5. Exercises
All colleagues received a card by the entrance. They went through every stage
to get a colour point. After they had all 5 points, they were included in the draw
for great prizes.
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MAIN STAGE
On main stage was conducted the program of the day and Style&Grooming&Make-Up&Body language
presentation
STAGE 1 – GROOMING
On stage 1 we communicated to our associates visual examples of uniforms and how to dress according
to standards (pride pin, name tag). We learned on how to tie a tie, how the perfectly polished shoes look
like and what kind of jeweleries and parfums are appropriate to use in our hotel.
STAGE 2 – BEAUTY
On stage 2 we cared about decent beauty which appears in our hotel. We adviced our colleagues about
hair styling, make-up, nails, shaving. We hosted professional beauticians, which provide us with useful
advices on perfect overall look and did great makeovers☺
STAGE 3 – RELAX, MASSAGE (RECOVERY)
On stage 3 our colleagues from Shine Spa provide the massage of neck, head and body, and adviced
about automassage
STAGE 4 – NUTRITION
On stage 4 we explained to our colleagues ther importance of healthy food. They tasted delicious healthy
breakfasts, vegetables and fruits. They learned more about Color your plate concept and water.
We tasted the vitamin bombs - healthy green drinks – Alkaline avocado power shake and Energise
alkaline Green drink
We also hosted nutrition expert from Herbalife☺
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STAGE 5 – EXERCISES (MOVEMENT)
On stage 5 our collegues measured the healthy lifestyle (BMI Index), led proffesional guidance on how to
exercise on which body parties, exercises of 15 minutes fitness blocks and 5 Tibetans
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OTHER ACTIVITIES, additional stage (MINDSET)
On this additional table we had informations about yoga and mediations, Jing Jan, Feng Shuej,
Healing stones
NICE PRESENT at the end – Healthy package contains an
orange, homemade müsli made by our kitchen team, cream
samples, small bottle of water, useful healthy, beauty and
exercices tips on small cards, leaflets)
Celebrating success
...colleagues who helped us to „MAKE IT HAPPEN“
GREAT TEAMWORK☺
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How we live the Sheraton Brand?
ACTION:
Brand Question Cards
Our associates experience new activity,
where our management team members while
walking in the hotel asked the associates to
choose one or more questions.
This is a great tool how we can identify their
knowledge funny way.
Our associates wants to always answer more
than one question.
This is real fun for them.
Associates do enjoy this actions,
had fun and regularly increasing
their knowledge.
We live the Brand.
BIG THANKS to Organizators☺
Departmental trainers, colleagues & Training Manager
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VISUALIZATION – posters, newletters, flyers
Who provide and aproove training
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Training Manager
Head of department
Departmental trainer
Supervisor
Specialist
External Trainer
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Head of department
Finance
HR
GM
External training or
Starwood training
Growth & Development
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Attitude
Passion
Individual approach
Individual development plan
Analyze the needs
Carrer planning
Relocation
Performance Management Process
Talent Review
We Are Ready For Take Off.
Are
you?
Welcome in Sheraton ☺
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