Business free essay: Designing a Training Program
Designing a Training Program
Superb Nickel is a restaurant that has been operating for a period of two years in the US. The restaurant has been growing constantly through opening new branches. Recently, the restaurant has opened a new branch within the town of Palm Beach, Florida. The restaurant has recruited 20 employees in the new branch with prior experience in the activities carried out in hotels and restaurants. In order to perform optimally, however, the new employees will require additional training. In this regard, this paper contains a 2 day training program for the new 20 employees recruited by Superb Nickel restaurant.
Training Needs Analysis
The hotel and restaurants industry is very competitive and thus, the new branch of Superb Nickel restaurant needs to offer exceptional products and services in order to attract customers (Brown, 2007). Superb Nickel restaurant has recruited employees with adequate experience in preparing and serving different types of foods, salads, soups and beverages in well known hotels. However, a close assessment of the employees indicates that they require some training on several aspects that are likely to have an impact on the performance of the new branch. First, the employees require training on hygiene. The new branch of Superb Nickel restaurant targets customers that are likely to be very sensitive to hygiene. In order to attract the targeted customers, the employees in the branch must learn to maintain hygiene at all times. Although the employees have prior knowledge about hygiene, they might need to give a greater focus on hygiene than in the organizations where they have worked previously. They will need to be reminded or to learn about how to maintain personal and basic hygiene at all times.
Second, the employees will need to be introduced to all the products and services that will be offered by the new branch of Superb Nickel restaurant. Each of the employees will need to be given adequate information about his or her responsibilities. Although the employees might have undertaken similar responsibilities before, there might be new responsibilities in the new organization (O’Fallon & Rutherford, 2011). For instance, employees involved in service will need to be given information about different methods of table service that will be provided by the restaurant, such as plate service, platter service and cart service. They will also need to have adequate knowledge of menu and to learn more about the usual services offered to customers, such as presenting bills, carrying trays, taking orders and welcoming guests. The cooks will need to be provided with information about types of foods, salads, soups and beverages to be prepared and methods of cooking that should be adopted. The employees will need to be reminded to work as a team, which is very important for restaurants (Walker & Miller, 2009).
Last, the employees will need to be given additional information about how to behave in specific situations, such as when conflicts arise. Conflicts can occur between the employees and the guests, or among the employees. If not dealt with properly and at the right time, conflicts can lead to issues such as loss of reputation, loss of customers, reduction in the quality of services offered by the employees and increase in employee turnover rate (Atif et al., 2011). In this regard, the employees will need to be provided with guidelines on how to respond to any issue that emerge, such as conflict. Also, the employees will need to be provided with guidelines on how to deal with the issue of customer dissatisfaction (Atif et al., 2011). Although the employees may require some time to become perfect in the three areas mentioned above, 2-day training will provide them with enough information that they need. However, there will be a need for frequent assessments of the employees to determine whether or not they will be responsive to the training.
Objective of the Training Program
Based on the analysis of the restaurant, the objective of the training program will be to orient the 20 employees to the new branch of Superb Nickel restaurant and to ensure that the organization will be offering high quality products and services to guests.
The Cost for the Training Program
The cost of the training program for Superb Nickel restaurant can be separated into three categories, based on the focus of training. The training program will be implemented for a period of two days. 7 hours will be allocated to the implementation of the program each day. The focus of the first day will be to orient the employees to the products and services of the restaurant. During the orientation process, an expert trainer will be hired work together with the supervisors of the restaurant. The trainer will be paid $140. Reading materials worth around $150 will be supplied to the employees containing information about the organization’s products and services. Three hours will be spared for oral training, and during the next four hours, the employees will be taken to one of the branches of Superb Nickel restaurant to view the products and services offered by the organization. The practical session, including transport fees, is expected to cost around $200. $60 will be spared for any additional expenses that might emerge. The total amount that will be allocated to the orientation process is $550.
The first three hours of the second day will be used to teach the employees about hygiene. The trainer will be paid $60 for that session. Reading materials worth around $100 will be supplied to the employees to learn more about hygiene. The employees will also be provided with access to internet from where they will learn more about hygiene. The cost of the internet is expected to be around $50. $100 will be spared for any other cost that might emerge, including lunch costs. The total amount that will be allocated to the session about hygiene will be $290. The last session about teaching the employees how to deal with workplace issues will take three hours. The trainer will also be paid $60 and reading materials worth around $100 will be supplied to the employees. Although the employees will use internet to access additional resources, no significant additional internet costs they are expected to incur. $40 will be spared for emergency costs. The amount that will be allocated for the last session will be $200. The total costs will be $1040 and the total time allocated for the program will be 13 hours. Table 1.0 below presents a summary of the cost allocated to the training program.
Table 1.0: Summary of the cost for the training program
|Focus of Training||Time to be Allocated||Costs|
|Orientation to Products and services||7 hours during the first day||$ 550|
|Improvement of Hygiene||3 hours during the second day||$290|
|Learning how to deal with problems such as conflicts and customer dissatisfaction||3 hours during the second day||$ 200|
The Key Training Delivery Methods
The Key training delivery methods will be face-to-face training and on-learning module.
Face-to-face training involves the trainer communicating face-to-face with the trainee. In this case, the trainer can give training verbally and can also make practical demonstrations (Bernsen, Segers & Tillema, 2009). At the new branch of Superb Nickel restaurant, the employees will meet with an expert trainer and supervisors that have already been in the organization for some time. The supervisors will also take the role of a trainer. The expert trainer and the supervisors will be communicating face-to-face with the employees during the allocated time of the program. The trainers will be making practical demonstrations where necessary to the employees.
E-Learning module is an online portal that contains learning resources (Bernsen et al., 2009). Although Superb Nickel restaurant will supply the employees with learning resources in the form of hard copy, the organization will also supply the workers with learning materials through their website. The employees will be encouraged to learn more from the resources during their own time.
Agenda of Activities for the Program
The following are some of the activities that will be undertaken during the training program
- Teaching the employees about the policy, objectives, goals and mission of Superb Nickel restaurant
- Welcoming the employees
- Letting each worker know his or her expected roles and who to ask for guidance and support in case of a need
- Supplying guidance and learning materials to the employees
- Explaining what is expected of the employees
- Guiding the employees to use online resources
- Making demonstrations on how to cook and to serve customers
- Assisting the employees for form a team
- Guiding the employees on how to deal with problems such as conflicts and explaining the protocol of dealing with such issues
Atif, A., Ijaz-Ur-Rehman, Abdul Nasir, & Nadeem, S. (2011). Employee retention relationship
to training and development: A compensation perspective. African Journal of Business Management, 5(7), 2679-2685.
Bernsen, P., Segers, M., & Tillema, H. (2009). Learning under pressure: Learning strategies,
workplace climate, and leadership style in hospitality industry.” International Journal of Human Resource Development and Management, 9(4), 358-373.
Brown, D. R. (2007). The Restaurant Manager’s Handbook: How to Set Up, Operate, and
Manage a Financially Successful Food Service Operation. Florida: Atlantic Publishing Company.
O’Fallon, M. J., & Rutherford, D. G. (2011). Hotel Management and Operations. New York,
NY: John Wiley & Sons.
Walker, J. R., & Miller, J. E. (2009). Supervision in the Hospitality Industry: Leading Human
Resources. New York, NY: John Wiley and Sons.
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