Submitted by:

Bonzo, Peter John

Bonsol, Marie Andrei
Cuaresma, Laika Marie
Jader, Daryl Angela
Monserrat, Precious Kylah

Submitted to:
Ms. Kristine Laurilla

1st Term | Human Resource Management and Organizational Behavior

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 Table of Contents

I. Introduction .....................................................................................................................................................3
II. Objectives ........................................................................................................................................................3
III. Training Checklist .........................................................................................................................................4
IV. Track Employee Performance ....................................................................................................................5
V. Training Schedule .........................................................................................................................................6
VI. Career Development Plans .........................................................................................................................8

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 I. Introduction

Conrad Hotel has created a training development plan in order to produce skilled and professional
employees. Conducting a training plan will help the company produce people with good performance and
enhance their skills and capabilities in order to serve the people and guests with high quality services.
The training plan will be divided into six sections, which will include the following:

The Training Development Plan's objectives. The front office department will be the primary focus of
the training development plan. The goals that will be mentioned will help Conrad Hotel develop our
employees' skills while also allowing the employees to learn and discover what duties and responsibilities
a front office employee has and how they should conduct themselves when dealing with guests.

Following that is a training checklist. When training new users on enterprise applications, a training
checklist is used. A training checklist will outline the objectives, needs, strategy, and curriculum to be
addressed.

Then there's the Employee Performance Tracker. Employee performance tracking is essential for
easily achieving the organization's strategic goals. Furthermore, measuring employee performance to
track their growth and development is essential for improving their skills and capabilities.

Then there's the training schedule. A training schedule is a set of instructions given to a new employee
or trainee. It outlines how you intend to design, implement, and evaluate the effectiveness of your training.
Conrad's training schedule will take up the entire month of January to cover all aspects of training that
should be taught to trainees/employees.

Then there's the prerequisite for training. These are the requirements for a specific training, and one
must follow them.

Finally, there is a career development plan. You will have complete control over your professional life
if you develop a career development plan.

II. Objectives

• Within our first week of employment, teach new members of the front office department on how
to manage and navigate the systems in attending to the needs of the customers.
• Front-of-house staff must learn how to use proper communication modes or techniques for them
to lead a conversation
• All employees must have innovative motivational techniques in order for them to engage and
improve the productivity with 15% of increase in the span of 3 months
• Employees must gain new knowledge and skills lo improve them in performing their jobs
• All employees working in the front desk or office must know how to dress professionally and
project confidence when speaking with guests. They must be trained in proper hygiene and
grooming

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 III. Training Checklist

Date Employee Signed by

Initials Trainer Employee
Front Office Training
Spend one day on Concierge desk
Spend five days on all AM/PM/Night
shifts at bell stand

Front Office Peripheral Equipment

Complete STSN training
Complete The Learning Journey
Program
Learn how to utilize business center
equipment
Complete on Command Training

Front Office Responsibilities

Learn how to create guest database
Learn how to sell a service
Ensure the guest satisfaction
Handling guest accounts

Front Office Training Topics

Greeting customers
Safety and Security Protocols
Active Listening

Front Office Traditional Functions

Learn how to make a reservation
Learn how to register a guest
Know the room and rate assignment
Know how to settle the account
statement of the Guest

Front Office Proper Hygiene and

Grooming
Always wear proper uniform/proper
dress code
Proper usage of Accessories
Appropriate makeup/makeup color

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 IV. Track Employee Performance

I. OVERVIEW Company: Conrad Hotel Your Spreadsheets

Competencies: Scores:
View Settings:

INITIATIVE / ADAPTABILITY
Department: Front Office Department

QUALITY OF WORK

JOB KNOWLEDGE

AVERAGE SROCE
Year: 2022

CLIENT SERVICE

TOTAL SCORES
PRODUCTIVITY

RELIABILITY
TEAMWORK

SAFETY
Report Date: 12/07/2022

Employee ID: Employee Name: Department:

E123456 Shanaia Belmonte Reception Area 8 8 8 6 4 5 8 8 55 6.88

E122345 Tyler Marco Information Desk 5 5 6 6 3 3 5 5 38 4.75
E123345 Carl Buenavista Cashier Zone 5 3 7 5 3 4 5 4 36 4.50
E123445 Girlie Dy Reservation 7 8 9 7 3 4 7 6 51 6.38
E123455 Jet Gonzalbo Switchboard Section 8 8 8 9 10 4 10 9 66 8.25
E112345 Purisima Santos Lobby 9 10 10 10 10 9 10 10 78 9.75
E198765 Hidilyn Sarmiento Bell Desk 8 7 9 10 8 8 9 10 69 8.63
E109876 Oliver Garcia Business Center 9 8 9 6 8 6 9 10 65 8.13
E199876 Jacob Peres Reception Area 7 7 7 8 9 5 6 7 56 7.00
E198776 Mia Ruiz Information Desk 10 10 10 10 8 8 9 10 75 9.38
E198876 Sophia Moreno Information Desk 9 8 10 9 8 7 9 8 68 8.50
E198766 Ava Navarro Switch Board 5 4 5 4 3 2 6 6 35 4.38
E167890 William Cano Business Center 8 8 9 7 5 4 6 8 55 6.88
E166789 Logan Castillo Cashier Zone 9 9 10 9 8 9 8 9 71 8.88
E167789 Mason Calvo Business Center 6 6 6 3 2 2 4 5 34 4.25
E167889 Noah Delgado Reservation 9 9 9 9 9 9 9 9 72 9.00
E167899 Abigail Blanco Bell Desk 10 9 10 10 7 9 10 10 75 9.38
E23456 Evelyn Ramos Reception Area 8 8 8 9 6 7 6 6 58 7.25
E22345 Charlotte Serrano Lobby 8 9 10 7 5 5 7 6 57 7.13
E22334 Fiona Molino Switchboard Section 8 7 10 6 9 6 8 10 64 8.00

Company Total: 156 151 170 150 128 116 151 156 1178 -
Company Average: 7.80 7.55 8.50 7.50 6.40 5.80 7.55 7.8 - 7.36

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 V. Training Schedule

Week 1: January 2- 6, 2022 (Familiarization on the Department)

Days and Time Type of Training Training Materials Topic Person in

Charge
✓ Welcoming of new employee to the
Monday Lecture ✓ Presentations Department Supervisor
✓ Overview of Training Schedule

✓ PowerPoint ✓ Department Orientation Checklist Items Supervisor

Presentations • Departments Role and Mission
Tuesday Lecture ✓ Video • What the department does
Presentations • Job Description/Title
✓ FAQs • Performance Expectation
✓ PowerPoint ✓ Department Orientation Checklist Items Supervisor
Presentations • Probationary Period
Wednesday Lecture ✓ Video • Dress Code/ Guidelines
Presentations • Overview of Employees Position
✓ FAQs
✓ Organizational Chart Supervisor
Thursday Lecture ✓ Presentations • Reporting Structure
• Flow of Command
✓ Presentations Supervisor
Friday Lecture ✓ FAQs ✓ Overview of Duties and Responsibilities

Week 2: January 9- 13, 2022 (Training Proper: Leadership, Team Building and Performance Management)

Days and Time Type of Training Training Materials Topic Person in

Charge

✓ How to work productively and

collaboratively with your superior
✓ How to initiate and develop positive team
dynamics with management, teams, and
✓ Presentations clients.
Monday- Friday Lecture and ✓ Workshop ✓ How to properly use interpersonal Supervisor
Examination ✓ FAQs communication techniques to handle
negative situations and conflicts in a
constructive manner.
✓ How to initiates communication or dialogue
with supervisor and manager when
processes, tasks, and instructions are
unclear.

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Week 3: January 16- 20, 2022 (Training Proper: Features of Professional Image)

Days and Time Type of Training Training Materials Topic Person in

Charge

✓ Maintaining a professional
appearance while remaining
adaptable and flexible.
✓ Proper grooming, hygiene, and
Monday- Friday Lecture/Modular ✓ Presentations cleanliness Supervisor
✓ Workshop • Nails
✓ Manual • Hair
• Dress code
• Jewelries
✓ Multitasking for the sake of
providing quality service
✓ Maintaining high level of guest
service and professional
Standards

Week 3: January 23- 27, 2022 (Training Proper: Technology and Terminologies Familiarization)

Days and Time Type of Training Training Materials Topic Person in

Charge

✓ Carrying out arrival and

departure activities
✓ High-volume call answering
✓ Presentations ✓ Enters and keeps computer data
Monday- Friday Lecture and ✓ Workshop such as billing information up to Supervisor
Examination ✓ Manual date.
✓ Modular ✓ Selling a property professionally
and accurately through property
tours, guest relations, and
reservations
✓ sufficient knowledge of PC
windows and software
applications to input and retrieve
data
✓ Scheduling and processing

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VI. Career Development Plans