Reception Services Pathway

Savills Prime
Service Academy
Reception Services Pathway

Reception Services Pathway 1

Welcome to your Reception Services
Pathway booklet. This is a guide to the
Reception Services training and development
opportunities within Savills Property
Management.

Savills Pathways, are committed to providing training of the highest quality to

ensure you have the necessary skills and knowledge to undertake your role to
the best of your ability.

In turn this will ensure all Savills reception teams deliver an exceptional
service in their field of expertise.

Your Reception Services Pathway will deliver a range of in-house online

training and face-to-face courses, which combined with opportunities to
gain external qualifications will help provide you with the support and
development that you require to perform your role to the best of your ability.

Your role will determine which pathway is suitable for you and is outlined in
this booklet together with course details.
How will you receive your which is allocated according to your
role. You will then be invited to attend
training at Savills? a number of courses which make up
your core training, although everyone’s
The Reception Services training at Savills
individual development pathway will be
is a combination of in-house training,
different and bespoke to their particular
face-to-face courses and continuous
role.
development through workshops, online
modules and training innovations.
As well as face-to-face training courses
you may have access to online training
When you start with Savills you will be
through Livetime licence which provides
introduced to your line manager and
short sessions on people management
Portfolio Operations Manager who will
skills and Safety Media which is our
guide you through your training. They
online Health & Safety platform. We run
can introduce you to how we do things
a number of innovative in house self
and offer advice as and when you require
learning initiatives such as our Customer
it in terms of both technical knowledge
Service Book Club.
and personal development opportunities.
Your line manager will act as a mentor to
help you realise your full potential.

Your training will begin with the Savills

Reception Services Induction and
mandatory Health & Safety training

Reception Services Pathway 3

 Reception Services Apprentice Receptionist

Reception Services Induction

Technical Skills

IOSH Working Safely IOSH Working Safely

Fire Warden
Reception Services rotation
Administration/ Demise Services/ Support/
Cover Team CCTV

Understanding Savills Systems

Introduction to Locale

Self Development

Foundation Level Service Excellence Foundation Level Service Excellence

Effective Communication Effective Communication

Conflict Management/ Project Griffin

Lone Working (online)

Apprenticeship Qualification Role Specific External Qualification

4 Reception Services Pathway

 Reception Services Supervisor/
Reception Services Team Leader
Manager

Reception Services Induction

Technical Skills

IOSH Managing Safely / Savills H&S IOSH Managing Safely / Savills H&S
Conversion course / Annual Refresher Conversion course / Annual Refresher

Foundation Level Service Excellence Foundation Level Service Excellence

Cascade - Manager User Guide Cascade - Manager User Guide

Fire Warden Fire Warden

Introduction to Locale Introduction to Locale

Understanding Savills Systems Understanding Savills Systems

CCTV CCTV

Manned Guarding Manned Guarding

Self Development / People Development

Keeping up to date with People Mgt Effective Communication

Conflict Management/ Project Griffin Absence Management Workshop

Lone Working (online) Conducting an Effective Review

Building Resilience & Wellbeing Building Effective Teams

Effective Recruitment Skills Time Management

Role Specific External Qualification

Reception Services Pathway 5

 ONLINE LEARNING
PACKAGES
Reception Services Supervisors and
Mangers may recieve Livetime learning.
This is an online training platform which
gives access to a wide range of short
training sessions to your PC, tablet or
mobile. This can be accessed using your
own personal licence log in.
The sessions are pre-recorded and are
available so that you can access training
at a time convenient to you. You are
able to print off certificates for any unit
completed on the Livetime learning
platform. You can also share your log in
with your team but they will not be able
to print off certificates.
We encourage you to utilise this tool to
develop and coach your team.
6 Reception Services Pathway
Listed below are suggested courses that
you can complete to support you in your
current role:
• Effective use of your voice
• Improving your phone technique
• How to come across confidently
• How to be more assertive /
assertiveness styles
• Building self esteem & assertiveness
• Handling Conflict
• Preparing appraisals/ managing
difficult appraisals
• Questioning techniques
• Be a better listener
• Making people feel good
• Understanding empathy
• Motivating your people
• Personal resilience : How to build it
• Giving Feedback / Negative
Feedback that works
• Handling Difficult staff
• Developing your people
Reception Services Online Learning

E-Learning is an excellent way to get the

training you want, when you need it, at a https://www.safetylearning.
time and place convenient to you. co.uk/login/savills

Online Learning Modules Username: Employee ID Number

As part of your Reception Services
Pathway you may be assigned the
following mandatory e-learning modules
to complete:
Password: savills4
Once logged in please change your
password by following the link in:

• Savills Code of Conduct

• Equality & Diversity My Training
• GDPR
• CDM
My Details
• CIS
• Stay Safe
• Cyber Security Change Password
These can be accessed via the
MyLearning platform by using your For any access issues into the system
allocated log in details and password. please contact the Savills Pathways
team on 0161 277 7228 or email us at
Health & Safety E-Learning smrtraining@savills.com
Programme for Managers
Mandatory Health & Safety
Your account will allow you access to
Online modules
the latest Heath & Safety training. The
mandatory training courses for your role
are listed to the right, and you will also
receive modules as part of your CPD Asbestos Awareness
Health & Safety for Managers
throughout the year. Risk Assessment
Legionella
Fire Safety

Reception Services Pathway 7

SIA Licence Information
One of the main duties of the SIA is the compulsory licensing of individuals working
in specific sectors of the private security industry. Our remit covers the United
Kingdom.

Does your job include any of the following?

• The guarding of premises against unauthorised access or occupation, against outbreaks of

disorder or against damage. (Referred to later as guarding premises)
• The guarding of property against destruction or damage, against being stolen or against
being otherwise dishonestly taken or obtained. (Referred to later as guarding property)
• The guarding of one or more individuals against assault or against injuries that might be
suffered in consequence of the unlawful conduct of others. (Referred to later as guarding
individuals)
• Other than for the purposes of identifying a trespasser or protecting property, does your
job include using CCTV equipment to monitor the activities of any person in any place
(including in relation to licensed premises or to identify a particular person? This includes
the recording of images.

If the answer is yes to the above please inform smrhrops@savills.com.

FAQ’s

How do I know when my licence needs

to be renewed?

• You will receive a reminder from the SIA

• SMR will issue a reminder notice 6 months
prior to the licence expiry. You will continue
to receive reminders and must start the
process as soon as possible.

How do I renew my licence?

Via the SIA Licencing Portal.

Who can I contact for advice?

Email the HR Operations team at SMRHROps@

savills.com.

What happens if my licence expires?

• You will be unable to carry out your duties

until your licence is renewed, and this may
result in your employment being placed on
unpaid suspension.
• It is YOUR responsibility to ensure that your
licence is renewed on time.

8 Reception Services Pathway

 Reception Services Pathway - How your Pathway is delivered
Pathway
Subject Overview
Reception The Reception Services
Services Induction will introduce
Induction you to a number of key
personnel who can support
you in your role and provide
an overview of how the
business works.
H&S Training The course you are invited
to will depend upon the
H&S role that is allocated to
you by the Risk Team.
Understanding This session will cover
Savills Systems the use of our key Savills
(To be completed systems, elogbooks,
within first 4 weeks) Compass & QCompliance.
Reception Services Pathway
Introduction to This session will cover how
Locale to operate the Locale Portal.
9
Method of
Delivery
You will be invited by
email from the SMR Savills
Pathways team. You will be
asked to attend in person at
the Finsbury Savills office.
Your course is delivered by
Quantum Compliance. You
will be automatically invited
to the next available course
that is in your geographical
area.
Your Line Manager will
take you through our key
systems. There is also
online learning to support
QCompliance & elogbooks.
This session will be delivered
on site by the operations
management team.
Recording Mandatory
Training /Optional
Savills Pathways will Mandatory
automatically record your
attendance on this course.
Savills Pathways will Mandatory
automatically record your
attendance at this course.
Sessions completed as Mandatory
one-to-one must be notified
by the Line Manager
to the Savills Pathways
team. Online modules are
automatically recorded
by Savills Pathways once
completed.
Sessions completed as Mandatory
one-to-one must be notified
by the Line Manager to the
Savills Pathways team.
 CCTV Licenses This course is to ensure
10
staff who view CCTV have
received the correct training .
Fire Warden Understand fire its causes
Training and how it spreads and
extinction in order to be
able to act in the event of
a fire.
Reception Services Pathway
Lone Working This is an online course
which covers how to deal
with aggressive behaviours
and how to de-escalate
difficult situations.
Manned This course is to ensure staff
Guarding have received the correct
training and meet the legal
requirements needed to
work as a Security Officer in
the private security industry.
This is a 4 day course
conducted by our in-house
Security Manager or by an
external provider.
Half day course at various
training locations suitable
for your travel.
This online course can be
accessed via your Safety
Media logon.
5 day course attendance.
Savills Pathways will Mandatory
automatically record your if you fall into
attendance on this course. the correct
criteria
Savills Pathways will Mandatory
automatically record your if you fall into
attendance at this course. the correct
criteria
Savills Pathways will Mandatory
automatically record your if you fall into
attendance on this course. the correct
criteria
Savills Pathways will Mandatory
automatically record your if you fall into
attendance on this course. the correct
criteria
 Pathway Method of Recording Mandatory
Subject Overview Delivery Training / Optional

Keeping up to This course is for anyone This is an in-house course Savills Pathways will Mandatory
Date with who manages SMR staff delivered by Savills automatically record your for people
People and gives an overview of the Pathways. attendance on this course. managers
Management systems we use in Property
Management to manage
our people.

Building This course is to help make
Resilience & people aware of their own
Wellbeing emotional health and
to help build personal
resilience.
This is a course delivered Savills Pathways will Optional
by an external provider automatically record your
in conjunction with Savills attendance on this course.
Pathways.

Conflict This course considers the
Management / background to conflict;
Project Griffin factors that cause conflict,
how conflict escalates and
the communication roles to
be adopted in a variety of
situations.
This is an in-house course
delivered by the Operational
Security Manager in
conjunction with Savills
Pathways.
Savills Pathways will Optional
automatically record your
attendance on this course.

Project Griffin’s aim is

to help understand the
terrorism threat to the UK,
guide individuals on what
to do and how to recognise
and report suspicious
activity.

Reception Services Pathway

11
12
Pathway Method of Recording Mandatory
Subject Overview Delivery Training / Optional

Foundation This foundation level
Level Service course covers the areas
Excellence that will help us to deliver
service excellence across
our managed properties.
This is a course delivered Savills Pathways will Mandatory
by an external provider automatically record your
in conjunction with Savills attendance on this course.
Pathways.

Conducting an This course is for new This is an in-house course Savills Pathways will Mandatory

Reception Services Pathway

Effective Review people managers or delivered by Savills automatically record your for new Line
anyone who is new to the Pathways. This course may attendance on the course. Managers
SMR appraisal process. It be delivered face to face or
will cover completion of by online webinar.
PDR paperwork as well as
techniques to ensure an
effective review process.

Supporting This programme will give This is a course delivered Savills Pathways will Optional
Our Customers a better understanding of by an external provider automatically record your
with Additional the concepts of equality & in conjunction with Savills attendance on this course.
Needs diversity to ensure we treat Pathways.
all our customers fairly and
with dignity. Ensuring a
great customer experience
for all.

Effective This one day programme This is a course delivered Savills Pathways will Mandatory
Communication looks at various key skills in by an external provider automatically record your To provide
communication, to improve in conjunction with Savills attendance on this course. the required
and enhance spoken, Pathways.
written and listening
skills as well as providing
a structure for handling
complaints.
 Time This workshop will focus
Management on the 3 key skills of Time
Management, Planning,
Prioritising and Delegating.
Effective This course is for new
Recruitment People Managers or anyone
Skills who is new to the SMR
recruitment process.
Building This course is for People
Effective Managers who want
Teams to understand team
dynamics and improve
team motivation and
engagement.
Managing This course is for People
Discipline & Managers which covers
Grievance the identification of poor
performance and how to
deal with different stages of
the Disciplinary process.
Absence This course is for People
Management Managers and explains the
company tools for dealing
with absence and how to
identify signs of stress.
Reception Services Pathway
13
This is an external workshop
delivered in conjunction with
Savills Pathways.
This is an in-house course
delivered by Savills
Pathways.
This is an in-house course
delivered by Savills
Pathways.
This is an in-house course
delivered by Savills
Pathways. This course may
be delivered face to face or
by online webinar.
This is an in-house course
delivered by Savills
Pathways. This course may
be delivered face to face or
by online webinar.
Savills Pathways will Optional
automatically record your
attendance on this course.
Savills Pathways will Mandatory
automatically record your for People
attendance on this course. Managers
Savills Pathways will Optional
automatically record your
attendance on this course.
Savills Pathways will Mandatory
automatically record your for People
attendance on this course. Managers
Savills Pathways will Mandatory
automatically record your for People
attendance on this course. Managers
 TECHNICAL SKILLS
IOSH Working Safely
Aims & The aim of this course is to give customer service, cleaning and security
Objectives staff an awareness and understanding of the health, safety, and welfare
standards that must be achieved and maintained at the managed
properties where they work. This is so they can understand where their
role fits into the overall management of the property, in order that they can
ensure their own safety and protect the safety of others.

• Introducing Working Safely

• Defining Hazard and Risk
• Identifying Common Hazards
• Improving Safety Performance
• Protecting your environment

IOSH (SHE) For Supervisors

Aims & To provide the required knowledge to those who ensure day to day
Objectives compliance of the property. This will include:

• Knowing what is meant by the terms ‘hazard’ and ‘risk’

• Evaluating risk using a structured risk assessment approach
• Identifying and implementing appropriate workplace precautions for
specific risks or seek advice on workplace precautions
• Being involved in preparing written risk assessments
• Being able to complete effective record keeping to meet Savills policies
and processes
• Cooperating and communicating on health and safety matters
• Maintaining the day to day safety of employees, tenants, visitors and
other people
• Knowing how to report relevant accidents and incidents
• Identifying methods of monitoring how safe their workplaces are
• Explaining and understand Savills contractor management and permit
to work processes
• Understanding statutory checks and the roles and responsibilities in
managing safety on site on a day to day basis and how to practically
achieve this
• Using case studies from actual events on Savills sites
• External audits/assessments and closing actions
• Explaining Savills environmental policies and operational procedures in
respect to compliance with relevant legislation

14 Reception Services Pathway

Health & Safety - Annual Refresher
Aims & To update the required knowledge for those who ensure day to day
Objectives compliance of the property. This will include:

• To review key accidents and incidents which have occurred in the

last 12 months in relation to property management with particular
reference to minimising recurrence. Using case studies, accident data
from real events on Savills managed sites
• To review Savills contractor management and permit to work processes
and highlight any events or changes in the last 12 months
• To review the significant findings from external audits and assessments
and discuss and agree on improvements
• To discuss changes in relevant legislation and HSE guidance and their
impact on business
• To consider relevant case law and agree on what practical
improvements can be implemented
• To review record keeping in relation to maintenance and statutory
inspection
• To consider any changes in Savills environmental policies and
procedures
• To discuss any other significant changes to Savills health and safety
policies and procedures

Health & Safety Annual Refresher for Support

Aims & To update the required knowledge of all those in a support role. This will
Objectives include:

• Accidents and how you can help.

• Reducing slips & trips.
• Contractors & building works.
• Hazard spotting and risk assessment.
• PPE.
• Fire Safety.

Reception Services Pathway 15

 Savills H&S Conversion Course
Aims & To provide the required knowledge to those who ensure or assist in day to day
Objectives compliance of the property. This will include:

• To evaluate risk using a structured risk assessment approach

• To identify and implement appropriate workplace precautions for
specific risks or seek advice on workplace precautions
• To be involved in preparing written risk assessments in line with Savills
risk assessment policy
• To be able to complete effective record keeping to meet Savills policies
and processes
• To maintain the day to day safety of employees, tenants, visitors and
other people
• To understand Savills accident and incident policy, the claims
management policy and their role in this process
• To understand Savills contractor management policy, the contractor
appraisal process and their key role within this
• To understand Savills checklist procedure and their key role in this
process. To explain the importance of being involved in the site
monitoring/auditing process
• To understand Savills policy in relation to audits and assessments and
their key role in ensuring actions are managed/completed. Specifically to
understand the Permit to Work process and how to issue permits
• To explain Savills processes in relation to fire and emergency
• To explain Savills environmental policies and operational procedures in
respect to compliance with relevant legislation

First Aid at Work

Aims & This 3 day course is suitable for anyone who might need to provide first aid
Objectives to someone who is injured or becomes ill at work and covers a wide range of
injuries and illnesses. The qualification include two mandatory units:

• Unit 1: Emergency First Aid in the Workplace

• Unit 2: Recognition and Management of Illness and Injury in the
Workplace

Through completing the two units learners will cover the essentials of first aid
at work, including roles and responsibilities, incident assessment, casualty
management and the administration of first aid.

Successful candidates will be able to administer first aid to a casualty with:

• Injuries to bones, muscles and joints, including suspected spinal injuries.

• Chest injuries.
• Eye injuries.
• Sudden poisoning.
• Anaphylactic shock.

Candidates will also be able to recognise the presence of major illnesses and
provide appropriate first aid (including heart attack, stroke, epilepsy, asthma,
diabetes).

16 Reception Services Pathway

Trauma
Aims & This 1 day course is delivered as additional content during the First Aid at
Objectives Work training. This course is based on the life experiences of the cohort
attending the programme if the following way:

• Sharing experiences & discussions of the outcomes of what happened

after the witnessed incidents within the workplace/home/leisure
• Reporting/recording methods of incidents that related to trauma care
• Signs of Trauma
• Reactions of Trauma
• Symptoms of Trauma
• After care

CCTV Licences
Aims & The aim of this course is to confirm the ability to meet a ‘licence to practice’ or
Objectives other legal requirements made by the relevant sector, professional or industry
body.

This is a 4 day course for those who work or would like to work as a CCTV
Operator (Public Space Surveillance) within the Private Security Industry.

It is based on the SIA Specification for Learning and Qualifications for CCTV
Control Room Operators (PSS). On successful completion of the course
delegates will gain a Level 2 qualification and will be able to apply for an SIA
licence for CCTV Operators.

Individuals are required by law to have gained this qualification in order to

undertake a specific role within the Private Security Industry.

Delegates must complete all three mandatory units in order to achieve the
qualification.

• Unit 1: Working within the Private Security Industry

• Unit 2: Working as a CCTV Operator within the Private Security Industry
• Unit 3: Practical Operation of CCTV Equipment within the Private Security

Fire Warden Training

Aims & The aim of this course is to understand fire, its causes, spread and extinction
Objectives in order to be able to act in the event of a fire.

By the end of the course you will be able to:

• Understand the fire triangle and spread methods.

• Describe the fire triangle and spread methods.
• Understand Fire Warden duties and routines.
• Describe an effective emergency evacuation.

Reception Services Pathway 17

 Lone Working
Online This course is for those who work by themselves without any close or direct
Content supervision. It will give an insight into the risks associated with working alone
and will point out control measures that can minimise them.

• Introduction
• Aggressive Behaviour Types
• Aggressive Behaviour Causes
• Risks & Repercussions
• Aggressive Behaviour Precautions
• De-Escalating Aggressive Behaviour
• Defending Against Aggressive Behaviour
• Summary

Manned Guarding
Aims & The aim of this course is to confirm the ability to meet a ‘licence to practice’
Objectives or other legal requirements made by the relevant sector, professional or
industry body.

This is a 5 day course for those working or would like to work as a Security
Officer within the Private Security Industry.

It is based on the SIA Specification for Learning and Qualifications in Security

Guarding. On the successful completion of the course delegates with gain
a Level 2 qualification which will enable them to apply for an SIA licence in
Security Guarding.

Individuals are required by law to have gained this qualification in order to

undertake a specific role within the Private Security Industry.

Delegates must complete all three mandatory units in order to achieve the
qualification.

• Unit 1: Working within the Private Security Industry:

• Unit 2: Working as a Security Officer within the Private Security Industry
• Unit 3: Conflict Management within the Private Security Industry

18 Reception Services Pathway

PEOPLE DEVELOPMENT

Keeping Up To Date With People Management

Livetime Successful Inductions
Modules Making Inductions more interesting

Aims &
Objectives To provide all SMR people managers with an overview of the key HR polices
and procedures, providing an update on policy and legislation changes that
affect you as a line manager.

The course will cover :

• Recruitment: The Savills Property Management values & cultural fit

Advertising the vacancy to the new hires form
• Your responsibilities in the induction process
• Managing the probationary period
• Communication channels & feedback techniques
• Preparation for the PDR process
• What training is available for all staff and the different formats available
to you
• An overview of absence procedures
• The people management process and when to hold a informal meeting
• The basics of how to investigate a disciplinary
• What warnings are undertaken in the disciplinary process
• What support is available from he HR department

Building Resilience and Wellbeing

Aims & At the end of the day delegates will be able to:
Objectives
• Explore the connection between emotional health and resilience and
consider why we need resilience
• Assess their resilience traits
• Recognise the indicators of stress and identify sources of support
• Introduce the keys to resilience – the knowledge, behaviours and skills
which can enhance our resilience
• Identify practical steps we can take to build resilience
• Build a personalised action plan

Reception Services Pathway 19

 Conflict Management / Project Griffin
Aims & This course aims to increase understanding of the background to conflict;
Objectives what factors combine to cause conflict, how conflict escalates and the
communication roles that should be adopted in a conflict situation. It also
aims to develop skills to handle different conflict situations.

Course Content :

• The legal aspects of personal safety

• Understanding conflict
• Managing our response
• De-escalating conflict
• Managing aggression and abuse
• The aim of Project Griffin is to:

• Help understand the threat from terrorism to the UK

• Guide individuals on what to do if they find themselves involved in a
terrorist incident or events that lead up to a planned attack
• Enable people to recognise and report suspicious activity

Foundation Level Service Excellence

Aims & This one day course is designed to welcome you to the world of Savills and
Objectives provide you with the skills and knowledge to ensure we maintain our aim to
be the number one in service excellence in our sector.

The day will include the following elements for the foundations of excellence:

• One Team Approach - We are building a solid foundation. Our aim is to

be number one in service excellence. Be proud to be a part of Savills.
• First Impressions - Understand the qualities, attitude and
characteristics required to deliver service excellence.
• Communication - Reception is the communication hub of the
building, quite often you will be the first point of contact for verbal
communications.
• My Ideas, My Community - Each location has a winning formula and its
own identity which makes Savills properties so successful.
• My Plan and Commitment - Create an action plan for your journey
through Savills.

20 Reception Services Pathway

Conducting An Effective Review
Aims & At the end of the course you will be able to :
Objectives
• Explain the importance of conducting a review
• Understand the PDR format for this current year
• Be aware of the 5 steps to a great PDR
• Understanding the steps to upload your PDR
• Use hints and tips to improve your review process

Supporting Our Customers With Additional Needs

Aims & As a business, it has never been more important to recognise and celebrate
Objectives the differences of both customers and colleagues. This programme will give
a better understanding of the concepts of equality and diversity to ensure
we treat all our customers fairly and with dignity, ensuring a great customer
experience for all.

One Team Approach The Law and You: Equality Act

• Enhancing the Customers • What is Equality?

Experience • Discrimination
• Our Top 10 Service Habits • What Is Diversity?

Customer Experience Considering Needs

• Enhancing Our Customers • Protected Characteristics

Experience • Disability Awareness
• Resolving Problems • Dementia Awareness
• Evaluating Our Service
• Action Planning

Discrimination Awareness

• Considering How We Treat People

• Considering The Language We Use

Reception Services Pathway 21

 Effective Communication
Aims & Communicating effectively with our tenants and visitors will ultimately lead to
Objectives increased customer satisfaction and will build upon our representation as a
business that offers exciting career path opportunities for you, and best-in-
class service delivery for our clients.

This course will cover how to use different methods of communication to

mange and excel in networking situations, ensuring that standards are
consistently high. The course will help us build upon our top 10 service habits
in our mission to be number one in service excellence.

The course will include:

• Day-to-day Communication
• Listening Skills
• Effective Communication
• Confidence In Communication
• Handling Complaints
• Action Plan

Time Management
Aims & In this workshop we focus on the 3 key skills of time management
Objectives
• Planning
• Prioritising
• Delegating

Participants identify the biggest time management challenges they encounter

and each participant identifies their time management personality and things
that steal their time. We also reflect on the signs of poor time management in
the workplace.

We identify good practice with reference to writing ‘To Do‘ lists and how to
prioritise tasks as urgent and important. The workshop also looks at the
difference between work allocation and delegation and explores the five
secrets for successful delegation.

22 Reception Services Pathway

Effective Recruitment Skills
Livetime Introduction to Recruiting
Modules Interviewing 1 & 2

Aims & At the end of this course you will be able to :

Objectives
• Understand the cost of recruitment and turnover to business
• Identify the causes of poor recruitment
• Understand the different methods used to advertise a vacancy and the
guidelines you need to follow
• Know what to look out for when sifting CV’s and application forms
• Understand Savills Property Management values & cultural fit
• Identify the strategies for effective recruitment
• Implement the different stages of recruitment, utilising all SMR
documentation to the required standard
• Be able to follow the new starter process , including induction and the
probationary meeting review

Building Effective Teams

Livetime Motivating your people
Modules Developing your people
Setting objectives that work
Understanding people
Running Meetings
Building better teams 1 & 2

Aims & At the end of the course you will be able to:
Objectives
• Understand what makes an effective team
• Consider the benefits of a team charter
• Understand how teamwork links to the Savills Property Management
values
• Understand how goal setting can empower your team
• Understand team roles and how to have a balanced team dynamic
• Understand how to lead a team
• Identify what motivates your team
• Understand the benefits of reward & recognition
• Explain the importance of team engagement
• Use techniques to deal with team conflict

Reception Services Pathway 23

 Managing Discipline & Grievance
Livetime Giving feedback
Modules Negative feedback that works
Setting objectives that work
Handling difficult staff
Managing grievances and victimisation
Complaints procedure

Aims & At the end of the course you will be able to :

Objectives
• Understand the impact of poor performance on you as a Manager and
on your team
• Identify the signs of poor performance
• Understand how to conduct an effective investigation and the types of
evidence that can be used
• Ensure the correct person undertakes the relevant part of each process
• Know when to suspend an employee
• Conduct the informal stage of the process
• Demonstrate an understanding of how to conduct a disciplinary hearing
• Explain how to follow the capability procedures
• Understand the levels of sanction to be used in the process
• Fully understand the appeals process
• Have an awareness of how to deal with grievances

May be delivered as an online webinar.

Absence Management
Livetime Managing workplace stress 1 & 2
Modules Managing stress and change
Stress and happiness
Personal resilience: how to build it
Understanding bullying and harassment

Aims & At the end of the course you will be able to:
Objectives
• Understand the cost of absence to the business
• Consider the areas that may impact upon staff absence
• Explain how to use the company tools for monitoring absence
• Understand how to deal with short term sickness
• Conduct an effective return to work interview
• Understand how to deal with long term sickness
• Identify signs of stress and understand basic techniques to help your
staff manage stress
• Understand how to build personal resilience

May be delivered as an online webinar.

24 Reception Services Pathway

SAVILLS PRIME
SERVICE ACADEMY
Savills Management Resources
Belvedere, 12 Booth Street,
Manchester, M2 4AW

Please contact:
Emma Woodward : +44 (0) 161 277 7228
Alison Tollerfield : +44 (0) 161 244 7727

Reception Services Pathway 25