TRAINING AND DEVELOPMENT

TRAING PROJECT ASSIGNMENT

Department of Management Studies

Submitted by,
DIVYAPRIYAA V
215121024
 TRAINING MOTIVE
The employees need to be able to communicate orally with customers, to be able to read
job instructions and safety instructions and to be able to write simple notes and memos to
customers and management. They also need to be able to do arithmetic such as calculating
the number of amenities to place in each room and totalling mini-bar tabs.
(1)
ENABLING OBJECTIVE:

 To watch & hear from audio video-based, job/ safety instructions.

 To replicate learnings by speaking with hand gestures.
 To get familiar with frequently used commands, instructions and answers for
frequently asked questions by the customers.
 To practice counting and keep journal for utilities.

TERMINAL OBJECTIVE:
By the end of the session, the employee will be able to manage and communicate well with
the customers in giving instructions and directions to their respective rooms, usage of the
amenities and to clarify their queries. Also, he/she will draft and receive memo or notes.
PREREQUISITE OBJECTIVE:

 To read, write, hear and speak on alphabets, numbers and basic hand/body gestures.
 To read the story books or magazines of their interest to get fluency and confidence
in their communication.
 To have an exposure to numbers and amenities present in the resort and get
practised with counting.
(2)
PERFORMANCE OBJECTIVE:

 To communicate with the customers more effectively and efficiently.

 To deliver the information and service in a manner to delight the customer.
 To keep and write notes and memo.

RESULT BASED OBJECTIVE:

 To obtain positive customer experience and feedback

 To improve and sustain high quality standard procedure and protocols in the
hospitality sector.
 To deliver world class services in terms of customer satisfaction and employee
engagement.
(3) TRAINING BLUEPRINT

Need Assessment Learning Objective Learning Style Delivery mode

To train the basics of To increase positive customer Understand the leaning style of Instructor lead
communication and experience the employee: Face to face interaction
calculation to the employees. To eliminate Visual
miscommunicattion between Auditory
To have defined procedures the customers and Read/ Write
and protocols employees
To naintain high degree
Skill gap analysis standard in the organization

Budget Delivery Style Content development

Budgetting according to Role play Drafting materials based

the company volume, Oratory contest on need assessment
training process duration, Kinesthetic (For
facilities provided,mode understanding basic Activity based curiculam
preferred and srithmetic calculations
requirement of trainer. such as counting, Draft Test/ Assessment
totalling, etc.,)

Timeline Communication of Measuring

training effectiveness

3 months approx.,(in Medium of Report card survey

accordance with the instruction(regional) Questionnairre
capability of the Semi- Structured
employee) interviews
Participant's raction