August Meeting

Recap on the last sessions
Review of our progression & objectives
Introduction of the Scorecard

Session 1: Session 2:
New Colleague
Departmental Induction Continuous
On-the-Job Training
- Welcome pack
- 30-60-90 day check-in form
- Job Task Competency Index (JTCI)
or “Induction Plan” - Monthly Training Reports (PAR)

2 objectives: Progression by department - as of 12.07.18

- Welcome Pack JTCIs In-Room Dining
Bar 31
➢ Create/update your Gong
department specific part Ting
Concierge
➢ Deadline: End of July Reservations
Housekeeping
- JTCI Service Centre
Front Office / Guest Relations
➢ Update the templates for Welcome
Pack
all the roles in your

department
➢ Deadline: Mid-August

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

 Your Mission:
- Keep updating and enhancing your welcome packs

- Keep updating and working on your JTCIs

- Keep building up the Departmental Trainers folder
with your documents, so you can help each other

The process:

 Your objective: IMMEDIATE
- Speak to your HOD and Managers about the new procedure
- Start scheduling and implementing the check-in sessions in your respective departments
- Keep track and record the check in sessions using the forms and save them somewhere safe

Plan Attendance Report

- Schedule Sheet Sheet
- Visual Aid(s)

The guest's name is used naturally as a Credit
signal of recognition card
Passport
 Did the employee use the guest's name
naturally and discreetly without overusing it? Luggage
tag

S.A.R.

Booking
reports

 Was your name established and used effectively Sorry, I did not
catch your name?
throughout the process?
 Did employee use the guest's name at least once May I kindly get
your name?
during the interaction?
 Were you asked for your name rather than your How may I
address you?
room number?
Miss Lee,
may I…? What a lovely May I ask
Please name! about its
follow me, origins?
Mrs. Jones

With
pleasure
Mr. Smith!

 Your objectives: FROM NEXT MONTH

- September: Plan & Deliver a minimum of 1 training session in your department
(“Aim for the name”) & start recording your trainings (attendance, delivery)

- October: Plan/Deliver/Record - minimum 2 training sessions
- November: Plan/Deliver/Record - minimum 3 training sessions
- December: Plan/Deliver/Record - minimum 4 training sessions

- What is a scorecard?

- The process:

 Your objective: FROM NEXT MONTH
- Implement the scorecard in your respective departments
- Follow the different sections of the scorecard to guide your progression
- Schedule a monthly one-to-one with your HOD to discuss & complete the scorecard

New Continuous Any questions?
Colleague On-The-Job
Departmental Thank You!
Induction Training
… See you next time ☺
Welcome 30-60-90
Pack day • Next meeting: end of September

check-in

JTCIs Monthly
Training
Plan (PAR)

SCORECARD