Page 14 - HPH News June 2017

Central Support - Sevenoaks

Quality & Training Update

Another busy quarter for the Quality & Training team, here’s a snapshot of what we’ve
being doing

2017 Back of Basics - we have completed our Q2 1:1 Support Meetings with the HOD teams
in the hotel as part of this year’s back to basics focus. Discussions have included groundhog
standards in their departments, use of the new Departmental Standards & Procedures
Manual and the Quality Audit to support standards delivery, how they are using tools such
as checklists and pre service briefings to ‘Be Ready’ and how learning is being transferred
back into the workplace.

We also committed to run 4 Practical Training Certificate programmes to support standards
delivery as part of the Back to Basics focus and to date we have trained 15 people, we have
another 5 programmes scheduled in Fourth.

Health & Safety - the new Housekeeping/Maintenance/Nights Annual Refresher flip pack
has now been launched and we are continuing with work to ensure our risk assessments are
more user friendly. Health Club and F&B risk assessments have been reviewed and will be
finalised in our H&S week planned for later this quarter.

Brand Standards – we have launched 3 more manuals –
Private Dining, In Room Dining and Revenue (M&E), our
next focus is Wedding Operations, Revenue (Private
Dining) and Club & Spa

HOD HR/Training Induction – the new programme successfully launched and is now being
run regionally, it has been great to work with the HR team.

C&B Managers Workshops – we held regional workshops in March to focus on progress
with meetings & events since the relaunch last year. The agenda included a focus on the
Event Organiser Briefing, team member knowledge of the equipment and an ‘ask the
audience’ activity for managers to seek ideas from each other to address standard gaps they
had.

Food Safety Training – we are currently reviewing the new qualifications published by the
Chartered Institute of Environment Health to ensure the training also supports our own
Food Safety Policy. The new material will be trialled this month and then delivered
regionally as before.

New On-boarding Company Induction & Being Hand Picked – project group has been
working since the beginning of the year to review the content of our current Company
Induction and Being Hand Picked sessions. A new proposal has been agreed which includes