Design and Develop an one day in-house training program to address the training for enhancing the skills in Customer service and quality assurance of the staffs in a restaurant Called D’Food Connection, Melbourne for waiter waitress and bar staffs . As a minimum, you will need to include the following information: and being based on the lecture slides and relevant material.
The need for training reflects the difference between the normal performances and the actual performance. Training helps to bridge the gap between the normal performances and the actual performance. The gap is the reason for which training is required. One of the most important functions of the training and development is the function of management. It can also be described as the educational procedure that helps in upgrading the skills. This in turn helps in increasing the productivity as well as leads to job satisfaction. Training also helps to enhance the skills (Fleck & Kraemer, 2014).
Organization.
The restaurant industry is an essential part of the hospitality sector. D’Food Connection is an ideal people friendly restaurant. It provides a broad range of foodstuffs that satisfies and pleases the consumers. The Restaurants provide the food that includes the Asian classis, western cuisines as well as mixture foods. This particular restaurant is open on the seven days from 10 am in the morning to 7 pm in the evening. It is located in the Melbourne Central.
I need to give proper in-house training to the staffs in a restaurant, which will help them in saving the time and money of the restaurant. Therefore, it is very important to ensure that the in-house training is given to everyone starting from the waiters to the kitchen staffs. This will help them to remain exceptional in the highly competitive market. It is also imperative to work with expert as well as trustworthy trainers for a desirable result.
I need to give the in-house training to the workers in the restaurant so that they become well known regarding the appropriate food handling practices in order to maintain the food safety. For instance, staffs who are properly trained must know how to preserve certain foods at the requisite temperature or the requirement to clean the hand before engaging in the food preparation procedure. Workers who comprehend food security practices can evade cases of food poisonous and avoid foodstuff spoilage or dissipate due to contagion (Burke, 2013).
The training related to the customer service should also be given in order to ensure that the customers return to the restaurant as well as recommend their friends and relatives. It has been reported that the customers mostly prefer going to a restaurant where they find the surrounding to be pleasant. The center factor of customer satisfaction is thus the proper training given related to customer service. A well-trained staff speaks to a customer more politely or goes out of their way to grant them with exceptional service. Training agendas provide the workers with precise stipulation of their responsibilities and make possible a pleasant-sounding relationship between workers (B. DiPietro et al., 2013).
A training program in a restaurant also covers the standard of the quality among the other characteristics of trade. Training helps the staffs to fulfill the duties in accordance with the standards. For example, a well-trained cook will be able to handle the safety of the food and prepare it well. Similarly, the waiters will also be able to serve the customers considerately on a reliable basis (Flores et al., 2012).
Participants
Being a trainer, according to me the participants will be mainly those individuals who are within the age group of 20-30 years. This is because a restaurant will prefer those individuals who are young and are quick. In order to give the training for customer service, those individuals will be chosen who will possess a good communication skill but they will given the training mainly on the patience and constancy. The trainees will be given the training on how to handle the irate customers that is those customers who gets angry easily. The participants will be trained on how to become a well behaved waiter and serve the food accordingly.
The Cohort of Who Need To Participate In the Program
As a trainer I need to divide the group in two forms. The first group will consist of those individuals who are not very good at communication. So, I need to give them training on communication so that they can provide quality customer service. The second group will consist of those individuals who needs up gradation on their skills. If I provide them with the knowledge how to upgrade the skills then they will be able to provide quality assurance.
Participants Benefit From the Program
Training is ways of improving the efficiency in the present workforce. Training is not only important but it is vital. Training makes a company attractive to potential new recruits who seek to improve the skills and the opportunities. A training plan engages the organized training and development of people within the association so that they, and the organization, can attain their aims and both private and business goals (Posavac, 2015).
Both the participants and the organization would benefit from the training program. This is the basic every organization has a trainer and it is our duty to give proper training to the staffs. The benefits are as follows:
1. The industries are constantly changing and so it is vital for the organization to develop to evade being left behind. Being a trainer, I will train the workers to give them a chance to comprehend the latest progress and trends within the industry. The world is continuously developing with the new machinery or new social media. The training will help the employees to keep pace with the innovation.
The training program will help to increase the productivity. This will help the staff to understand more but also it will help in gaining confidence.
2. It will help to maintain the knowledge and skill and upgrade themselves as an employee.
Learning theory
Cognitive learning – the cognitive theory will help to focus on a visible change in mental knowledge. It is about the change in what the learner is familiar with rather than what the individual accomplish (Schunk & Zimmerman, 2012).
The insight learning as well as the latent learning is the two constituent of cognitive learning. Under this learning theory scenario the staffs will acquire plans and policies instead of obtaining habits. The cognitive learning theory includes some basic concepts which are as follows:
• Monitoring learning – learning from a different person by means of monitoring them is an efficient way of gaining information and varying behavior (Camps-Valls et al., 2014).
• Self efficacy – in this course the staffs will improve his recently educated information or behavior by putting it into practice (Schwarzer, 2014).
• Self authoritarian means – it is the means of controlling the behavior even in an adverse environment (O’donnell et al., 2013).
Social learning theory – it helps in emphasizing the importance of viewing and modeling the behaviors, approaches and poignant reactions of others. In social learning theory, distance cognitive procedures are said to have some consequence on performance as inspected by the expectations of the individuals about the conclusion of a particular behavior that imitates these effects (Akers & Jennings, 2015).
The learning theories provide some main principles of learning so that inference of these values in training may offer prospects of the inspiration of the trainee and facilitate their knowledge (Kolb & Kolb, 2012).
Needs Theory – David McClelland proposed the need theory. This theory helps in explaining the needs for attainment, power as well as relationship that affects the action of the individual from the decision-making context (Forbes, 2015).
The program objectives are as follows:
1. Customer Service – one of the program objectives in a program plan is the delivery of quality customer service during the course of the training. It will depend on the type of the service provided by the staffs to the customers that will make the customers return to the restaurant. Managerial objectives connected to consumer service concentrates on recognizing customer prospects and incorporating these prospects into the act of program team (Batt, 2014).
2. Quality – in a program, planning for quality is required which in turn necessitates concentration to the particulars and introducing a focus on stopping troubles rather than merely reacting to troubles once it has taken place. In a planning program, the objectives of quality includes getting it correct the first time and distributing and progressing the importance distributed to program end consumers (Goetsch & Davis, 2014).
3. Timescales – the timescale of a program plan approximates the amount of time that is requisite to complete the objectives of the program (Sen et al., 2012).
4. Goals – in order to implement the operation and vision of a restaurant, the program goals are important. So in the in-house training it is very important to provide the learning of the goals.
Communication between the trainer and the trainee related to introduction Brief description of the training module Short break Training with the help of presentation Lunch Break Verbal Training Game session Short Break Review of the Session Quality assurance knowledge
Method of delivery
As a trainer, I have selected the method of delivery in the form of visual presentation as well as verbal communication. I have made the use of Prezi so that the in house training sessions do not look like a power presentation. The key criteria for successful training program are providing the training with the help of visual aids. The training is also provided via verbal communication.
Being a trainer I need to carry a handbook so that I can write the materials related to training. I need to go through the entire handbook carefully as well as loudly before conducting the training. I also need to provide an illustration aid for the training. I also need to spend time for evaluation during the training course.
Feedback
The feedback is dependent on the trainee who participates in the training program. The training will evaluate whether the trainees will be able to perform or not.
Resources Required
The prosperity in the evaluation field is imitated in the diversity of its method. More often, the plan evaluators do not have the resources, moment or power over the design of the plan. In most of the cases, an experimental design may not be the most suitable for the evaluation at hand (Baumann et al., 2014).
In an organization, it is important to ensure that the training helps to increase the performance of the workers. As per the research, unless a worker is transferred to the work surrounding, the training, which I gave to the staffs, will not provide the positive outcome. The resources will mainly include the presentation methods, the hands on method as well as the group-building methods. In the presentation method, I need to provide audiovisual method as well as lectures to the staffs. In the conference rooms, the resources should include the different furniture as well as the white board.
As per the hand on method, I need to provide the trainees with the case studies, trade games, and imitation as well as I needs to provide them with proper on-job training. Even though they are existing trainees still in order to enhance their skills a second OJT is required. The on-job training or the OJT will help the inexperience individuals to upgrade their skills with the help of innovative techniques.
Hand Outs, Notes and PowerPoint for Trainees
The trainees who are getting the in-house training in the restaurants should require to keep notebooks with them so that they can write down everything whatever is taught during the training process. They should carry the notebooks, which are waterproof and are manageable. The trainees can enhance their own variations on certain words as well as phrases. In the hand notes, I have to provide the employees with the case study that will help them to understand how to deal in a difficult situation.
The technologies used in the training room should include a smart board. A smart board is both a whiteboard as well as a projection screen. Another important technology is the digital visual presenters. It is the modern version of the old projector. It makes the use of a video camera in order to project the documents (Vasantha et al., 2015).
Location
As a trainer, I will prefer a conference room for my trainees. The reason is that in the conference room all the modern technologies will be available which will enhance the productivity.
Staff
The staffs in the training process are as follows:
1. Trainers – Trainers are the important part in the training process. They are the one who will provide the training to the staffs as to how upgrade the communication skill as well as how to ensure food security.
2. Trainees – the trainees are also the part of the staff as they are the one on which the future of the restaurant will depend.
The financial resources are the most important element for starting a restaurant. The financial resource includes the obtaining of the business telephone line as well as printing business cards.
Possible Barriers
Management Support
The management support acts as a barrier as it does not accept the ideas and the proposals that are taught in the training. It does not discuss about the prospects in the training. The management is also not willing to provide with the support, opinion and encouragement which are required by the trainees. The management also opposes the use of the proficiency that is learned in the training (Padachi & Lukea Bhiwajee, 2016).
The participants might not feel comfortable among the group of trainees. That particular person might feel shy to come up with any query.
The financial barriers are the most common barriers for any industry. Though money is significant, but if it is put in front of the projects money will never take off. The financial barriers discourage the individuals. The self employment decisions are affected by the financial barriers (Cumin et al., 2014).
Conflicting Priorities
The conflicting priorities will include the fact that the trainers can face the problem related to bias. The priorities are also related to the fact that the employees might face some problem related to characteristics of its colleagues.
Conclusion
A training plan engages the organized training and development of people within the association so that they, and the organization, can attain their aims and both private and business goals. The center factor of customer satisfaction is thus the proper training given related to customer service. A training program in a restaurant also covers the standard of the quality among the other characteristics of trade.
References
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