Front Office Training Plan

Malou van den Berg

GHE at Holiday Inn Oceanfront Hilton Head,
SC

OBJECTIVES OF TRAINING
The trainee’s educational background and prior experience will be a definite factor in developing a
training structure that is appropriate for the individual career development. The primary purpose of the
training is to enhance the trainee’s skills in the area of interests. If the trainee is at a career point, which
requires a specialization in a certain aspect of the department, this area will be emphasized. Additionally,
the trainee’s knowledge of American techniques, methodologies and expertise in the department is to be
refined. Further, through daily interaction at the training site and in the local community the trainee will
gain a better understanding of American culture and society. And additional benefit of this type of
exchange program is that American citizen can also benefit from new knowledge of foreign cultures and
skills. Finally, the program is to create an environment that promotes the open exchange of ideas between
the trainee and the American participants.

EXPLANANTION ON THE USE OF “ON-THE-JOB” TRAINING METHODS

The on-the-job training approach for the trainee is targeted to provide the trainee with experience that will
allow time for exposure, evaluation and opportunity to benefit properly in understanding our company
philosophy. It is designed to bridge the gap between academics and theoretical studies. The training
program will create an environment that will allow the trainee to put his theory into practice. This work is
essential to the trainee’s professional education and further enhances and supports his/her career
development in a highly competitive workplace.

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PART I

OUTLINE OF TRAINING PROGRAM

A) The following are the objectives the trainee’s should achieve during their internship:

1. Successfully complete two (2) written reports in which the subject issues are industry (business
management) related and chosen by the college mentor and the representative of the hotel. This
part of their graduation process.
2. Introduction to the various departments, their functions and interaction.
3. Knowledge of the management philosophy:
(T)otal (Q)uality (M)anagement
4. Understanding of the difference between the labor force in the United States and your home
country and its effect on the company’s training programs.
5. Understanding of the difference in amount and spelling of leisure time between the two (2)
countries and its effect on tourism.
6. Current trends in the United States as it pertain to Hotel Operations.

PART II

The hospitality industry is the perfect example of a business where “hands-on-training” is essential.
“Knowing the recipe does not mean you have the ability to cook”. Hospitality skills are not only learned
in the classroom, but are required through practice and experience. In order to be successful it is
imperative that the Trainees experience the various aspects of this unique business “hands-on” to expand
on their theoretical knowledge. Therefore, all Trainees will be asked to fill all existing positions in each
department.

The trainee will start from the least responsible position but complete the training in that department by
assuming the role of the manager with him highest responsibilities.

For example in the case of the Front Office, the trainee will start and finish by working the following
positions.

“Hands-On” Expected Duration

- PBX 2-4 weeks

- Concierge 4-8 weeks entry level

- Reservations 8-12 weeks supervisory level

- At Your Service 12-16 weeks
- Front Office Shift Supervisor 16-20 weeks

- Assistant Front Office Manager (trainee) 20-22 weeks managerial level

- Front Office Manager (trainee) 22-24 weeks

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 PART III

A) The orientation program in the hotel consists of two (2) parts:

1. General Orientation – presented by a Human Resource Representative in the Corporate

Office and requires mandatory attendance for all new hires. It covers the following:

• History of the GHE Hotels and Resorts

• Ghe Mission and Vision Statement
• Structure of GHE Corporation and its various divisions.
• Introduction of owners
• Introduction of the various committees:
- Quality Team
- Loss Prevention Team
- Executive Committee
• Management Philosophy and introduction to
(T)otal (Q)uality (M)anagement
• Expectations of guest and the Principles of Hospitality
• Benefit packages for associates
• Hotel policies and guidelines
• Factual Information about the hotel (amount of sleeping rooms, catering space,
etc.)
• Tour of Property

2. Departmental Orientation – by manager and associates

• Detailed tour of department
• Introduction to associates
• Rap session with manager
• Introduction of training checklist/job description
• Posting schedules/time Clock
• Uniform distribution
• Training with associates for 5 – 7 days

PART IV

B) The representative from the hotel and liaison between the Trainees will be the Front Office
Manager who will be responsible mainly for the orientation of the interns with the community.
He will assist the interns with finding housing by taking them to various apartment locations,
set-up of bank accounts, social security number, etc.

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PART V

In order to finalize a successful training program, it is important not only to succeed in the professional
exchange of training, but also to understand the differences in life style and cultural background. The
hotel will give the student’s ample opportunity to participate and attend various events and company or
community initiatives.

A) Hotel operations: comparison of the level of customer service quality and hotel operations
between the United States, Europe & Australia; educational approach, lodging habits and trends
of the American guests. The contacts the hotel has with colleagues working in different hotels as
well as community colleges and managers' associations should enable the students to broaden
their vision.

B) The hotel is involved in various charity events throughout the community (foodbank, fund raising
events for the homeless, etc.). It will enable the student to experience some of the social
challenges as well as meet different people with various backgrounds.

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SUPPLEMENTAL ACTIVITIES FOR THE STRUCTURAL TRAINING
As a prospect future manager in the hospitality industry, a trainee should learn all the managerial and
basic duties and responsibilities in every key department and every key sub-department in order to
develop necessary skills to be an effective manager.

This training program’s major goal is to aid trainees to achieve this goal besides introducing them to
Hotels and American Hospitality Business practices. To achieve these goals we are going to provide you
with beneficial projects as part of your structured training. Following these projects is primarily your
responsibility. You will get help from your supervisors and managers but timing for these projects should
not interfere with the managerial responsibilities of your superiors or your practical training program.

As an intern you will be asked to complete two projects in every department you will rotate. In project
one you will be part of a team (not larger then 3 interns) and experience a teamwork effort in a
professional environment. In project two you will work alone but you are expected to solicit the help of
your supervisors, managers, the hotel staff and even other interns. These projects will not only increase
your professional knowledge in the specific areas of the hospitality management but also will be great
changes for you to interact with different people in the organization and develop your interpersonal skills.

FRONT OFFICE DIVISION PROJECT ONE:

Objective:
Review the current job descriptions for PBX, Concierge, On The Hotel Service, Reservations, Front
Office Supervisor, and Assistant Front Office Manager. Try to identify any duties that are not well
explained or misleading in the current Job Descriptions. Prepare a written report and present it to Front
Office Division.

Activities:
1. Ask your supervisor/manager to give you the copies of current job descriptions for the above
mentioned positions and analyze them in detail at you free time. (2 weeks)
2. Ask for an appointment from the Human Resources Manager to discuss the process of reviewing
and revising the job descriptions (2 to 4 weeks)
3. Talk with the staff and get their ideas about their current job descriptions (4 to 8 weeks)
4. Observe and take detailed notes on how the staff and the supervisors conduct their daily duties (8
to 10 weeks)
5. Put your findings in a written report and present it to your Director of Rooms Division (10 to 12
weeks)

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FRONT OFFICE DIVISION PROJECT TWO:

Objective:
Identify the hardware and that are currently used by the property as PMS system. Also identify the
companies, which supply these products. Search for alternative companies and products that can be used.
Conduct a competitive analysis of the products and companies in terms of quality, cost, dependability,
flexibility etc.

Activities:
1. Ask your supervisor/ manager’s help in making a list of the hardware and software’s used by the
Front Office department.
2. Obtain the unit prices, cost-cost and training cost of the products you identified.
3. Find alternative products and companies by talking with your supervisors/managers, reading trade
magazines, searching the Internet, etc.
4. Start your competitive analysis, which focuses on quality, cost, dependability, flexibility aspect of
the products based on your findings.
5. Put your findings in to paper in a report format and give your suggestions and ideas based on your
research findings.