希尔顿集团培训师培训课程全套英文.docx

希尔顿集团培训师培训课程全套英文.docx

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希尔顿集团培训师培训课程全套英文

希尔顿集团培训师培训课程（全套英文）

TraintheTrainer

SkillsTraining

FACILITATOR'SGUIDE

Forward

HiltonInternational'ssuccessasthenumberonehotelbrandnamederivesfromtheoutstandingqualityweofferourcustomers.

Thisqualityisconsistentworldwide.Ensuringthisqualitydependsonthetrainingavailableforallstaff,andtheskillsofeverytrainer.

TraintheTrainer-SkillsTrainingisatrainingprogrammedesignedfornewskillstrainers.Trainingisalearnedskill,oneofthosewhichlearnersmustpracticeinordertodevelop.Consequently,thisprogrammeisstructuredsothat,asparticipantslearneachtopic,theybuildtowardsaskilltrainingsession.Attheendoftheprogrammeparticipantsthendeliverthissessionbeforetherestofthegroup.

Participatingisthesesessions,togetherwithobservingothers'sessionsandbothgivingandreceivingfeedbackisintegraltothedevelopmentofeachnewskillstrainer.

ItispartofHiltonInternational'scommitmenttodevelopingallitsemployees.

"Thesinglemostimportantelementaffectingthelearningenvironmentis

you,thetrainer.Specifically,whatisimportantiswhatyoudo,howwhat

youdoisperceivedbythestudentsandhowtheseperceptionsimpactthe

student'sbehavioursandlearningprocess."

StephanieBurns

ArtistryinTraining1996

HiltonInternational2000

1

Contents

HowthispackisdesignedPage3

AimsandObjectivesPage4

ProgrammeSessionsPage5

OrganisingSkillsTrainingtheHiltonInternationalWayPage7

StagesofTraintheTrainer-SkillsTrainingPage11PreparationPage11

PromotingtheprogrammePage11

PreparingtheadministrationdetailsPage14

PreparingyourselfPage15ImplementingtheProgrammePage16

OpeningandclosingeachsessionPage16

TrainingmethodsPage16

Thefacilitator'srolePage17

EvaluatingtheProgrammePage19

MeasuringreactionandunderstandingPage19

MeasuringchangePage19

MeasuringtangiblebusinessoutcomesPage21Appendices1-9Page22-34

CertificatePage35

Handouts1-Page36-

2

Howthispackisdesigned

Thisfacilitator'sguidecontains:

Appendices,containingthewelcomeletter,pre-programmeworkandevaluationforms.

Handoutmastersheetsforeachofthesixsessions

Overheadmastersforyoutocopyontotransparencysheets,Thefacilitator'snotes,sessionbysession

Inthefacilitator'snotestheseabbreviationsappear:

Asuggestedquestiontoaskthegroup

BulletsTheexpectedorpossibleanswersinresponse.,Overheadtransparencyplusitstitle.

Writeonaflipchart.,

HandoutHandout:

eachoneisnumbered.

BoldTypefaceEmphasizethispoint

ExerciseExercise

Expectedtimerequiredinminutes,

SummarySummarise

3

Aims&Objectives

Theprogrammewillenableparticipantsto…

Understandhowpeoplelearn

Analysetasksinordertoplaneffectivetraining

Designandcarryouteffectiveskillstrainingtomeetspecifiedneeds,Coachtraineesonthejobtoensuretheyareworkingtotherequiredstandard,Checktheeffectivenessofthetrainingtheyprovide

Follow-uptheirtrainingwithprogressmeetings

4

ProgrammeStructure

Theprogrammeconsistsofsixsessions,dividedintoonefulldayandtwohalfdaysoftrainingrun

overathreeweekperiod.Aseventh,practicalsessionwilltakeplacewithindividualtrainees,when

eachoneperformstheirfirst'live'trainingsession.,Welcomeletterandpre-programmeassignment,DayOne/WeekOneLearningandTraining

BeginningandTaskAnalysis

TheBreakdownSection

Preparationandplanningforfirstpracticesession,DayTwo/WeekTwoPracticesession1

CheckingTraining

Preparationandplanningforsecondpracticesession,DayThree/WeekThreePracticesession2

Trainingbackatwork

Follow-upsessionFirstrealskillstrainingsession

2hours1.LearningandTraining

Introductions

Theroleoftheskillstrainer

Howpeoplelearn

PlanningTraining

Choosingatrainingtopic

2hours2.BeginningandTaskAnalysis

Interestingthelearner

Taskanalysis

5

2hours3.TheBreakdown

45mins

Designingquestions

DefiningConsolidation

Developingfeedbackskills

3hours4.PractiseSession1andCheckingTraining

20mins

Practisesession1

Checkingtraining

Post-workexercise

3hours5.PractiseSession2

10mins

Runningacompleteskillstrainingsession

Peerandfacilitatorreview

2hours6.BackatWork

Coachingandcorrectivetraining

Followinguptrainingatwork

Programmereview

7.Follow-upSession

Thefirstrealskillstrainingsession

Feedbackandsupportfromfacilitator

Strengthsanddevelopmentneedsidentified

6

OrganisingSkillsTraining

THEHILTONINTERNATIONALWAY

CriteriaforSelectingSkillsTrainers

Tobeconsideredasapossibleskillstrainer,anindividual'spositionmustbestable.Heorshemustalsohave:

Excellenttechnicalknowledgeoftheirjob,forexampleaverycompetentwaiterorreceptionist;

theydon'thavetobeasupervisor.

Clearandconcisecommunicationskills

Fluencyinthelanguagespoken

Apositiveattitude,commitmentandenthusiasm

Goodinterpersonalskills

Patienceandconfidence

Therespectofotherstaffmembers.

TheymustalsohavecompletedthisHiltonInternationalTraintheTrainer-SkillsTrainingProgramme.

FuturePotential

Inthefuturewewouldexpectaskillstrainertobeanidealcondidateforthepostofdepartmentaltrainer.Thenextstageoftheirdevelopmentwouldbetogetinvolvedinoff-the-jobtrainingwithgroupsof6-8people.

Howskillstrainersareselected

TheDepartmentHeadinliaisonwiththetrainingdepartmentshouldselectindividuals.Onceselected,theyshouldhaveaninterviewwiththetrainingdepartment,tobefullybriefedontheirroleandtasks.

RoleandResponsibilitiesoftheSkillsTrainer

Skillstrainersassistwithtrainingofnewemployeesandretrainingofexistingemployees.Thepositionisconcernedwiththedevelopmentandmaintenanceofjobskillsnecessaryformeetingperformancestandards.

Thedepartmentaltrainercoordinatestheskillstrainersandmakessuretheyarecarryingoutskillstrainingasrequired.

7

Eachskillstrainerreportsfunctionallytothedepartmentaltrainer.Ifadepartmentaltrainerisnotin

place,thentheskillstrainershouldreportfunctionallytothetrainingdepartment.Overallscopeoftheskillstrainer'sjob

Theskillstrainer'sresponsibilitiesinclude:

Assistingwithdepartmentalinductionofnewemployees

Assistingwithconductingon-the-jobskillstraining

Ensuringthatskillslistsandrelevantrecordsarecompletedforanytrainingtheyundertake,Assistingwithsettingandmonitoringdepartmentalstandards

AssistingwiththeupdatingofStandardOperatingProceduresmanuals

InformingthedepartmenttraineranddepartmentheadofanytrainingneedstheyidentifyAnIdealOrganisationChart

Thefigurebelowshowstheidealstructureforensuringthatskillstrainingwillbeeffectivewithinadepartment.Theexampletakenisarestaurant.

RestaurantManager

TrainingManagerAssistantRestaurantManager

（DepartmentTrainer）

SupervisorSupervisor

（SkillsTrainer）

NOTE:

Waiters（SkillsTrainer）

Thenumberofskillstrainersrequiredwilldependon:

Thesizeofthedepartment

Employeeturnover

Operationaldifficulties

Levelofskillofdepartmentemployees

8

OrganisingSkillsTraining

Itisnotthepurposeofthissectiontofocusontheorganisationofalldepartmenttraining,notmerelyskillstraining.Departmenttrainingmeetingsareincludedtoshowhowtheskillstrainersfitintotheoverallpicture.

Trainer'smeetings

Thetrainingmanagershouldholdmonthlymeetingswithalldepartmenttrainers,whointurnshouldcascadetheagendawithamonthlymeetingfortheirownskillstrainers.Ifsuchregularmeetingsarenotrealistic,adaptthem,involvingskillstrainers,asyouprefer.

Theobjectivesofthesemeetingsareto:

Monitortheleveloftrainingactivity,includingskillsandoffthejobtraining.,Toguidethedepartmenttrainersinsuchareasasidentifyingrealtrainingneedsandcompiling

departmentaltrainingplans.

Tocommunicatetheoverallhoteltrainingactivities.

Todevelopdepartmenttrainersintheirrole.Thismayinclude,forexample:

showingdifferent

waysofcompilingadepartmentaltrainingneedsanalysis,ordevelopingtheirgrouptraining

techniques.

Todiscussnewinitiatives.

Developmentoftheirtrainingskillsisapriorityforalltrainers.Toachievethis,thetrainingmanagershouldqualitycontroltrainingbyregularlysittinginonthetrainingeventsandgivingthetrainersclearfeedbackandsupport.

Skillstrainersmeetings

Departmentaltrainersshouldinturnbrieftheirskillstrainersonaregularbasis.Theobjectivesofthesemeetingsare:

Tomonitorthelevelofskillstraininginthedepartment

Toensurealltrainingrecordsareuptodate

Tobriefskillstrainersonareascoveredatdepartmenttrainermeetings

Todiscussanynewinitiatives

Departmenttrainersshouldqualitycontrolskillstrainingbyregularlyassessingeachskilltrainer'strainingandprovidingfeedbackonstrengthsanddevelopmentneeds.

9

StandardOperatingProceduresManuals

EachdepartmentshouldhaveaS.O.P.manualinwhichalltasksarebrokendownandstandardsareclearlystated,possiblywiththehelpofphotosordiagrams.Itshouldbeupdatedregularly.Themanualshouldbereferredtoatalltimeswhentrainingstaff,andtheyshouldbeencouragedtouseitforthemselves.

Askillschecklistlistsalltheskillsnecessarytocomplete