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Development Needs Assessment: Landmark Amman Hotel & Conference Center

The document outlines a development needs assessment and recommendations for the Landmark Amman Hotel & Conference Center. It identifies weaknesses like a lack of empowerment, innovation, and staff training. It recommends setting up an army of trainers to decentralize training. A 6-month, 6-step plan is proposed to develop programs, enhance leadership, empower staff, and build skills to distinguish the hotel from competitors and ensure consistent high quality service.

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Faisal Abu Al Saoud
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© Attribution Non-Commercial (BY-NC)
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57 views22 pages

Development Needs Assessment: Landmark Amman Hotel & Conference Center

The document outlines a development needs assessment and recommendations for the Landmark Amman Hotel & Conference Center. It identifies weaknesses like a lack of empowerment, innovation, and staff training. It recommends setting up an army of trainers to decentralize training. A 6-month, 6-step plan is proposed to develop programs, enhance leadership, empower staff, and build skills to distinguish the hotel from competitors and ensure consistent high quality service.

Uploaded by

Faisal Abu Al Saoud
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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Development

Needs
Assessment

Landmark Amman Hotel &


Conference Center
The Issue

How to leverage the level of


guest service and secure a
dynamic and consistent
standard of operation
The
Purpose

Set Landmark Hotel apart


from competition, and ensure
that staff behaviours and
performance reflect the
image of the product
invested in
Facts & Findings
Strength
Mature and committed Executive Team

Supportive Leadership (GM & JHC)

Renovated Product

Available expertise & know how on management level

Open door policy


Weakness
Drive, Energy and Initiative is lacking

Empowerment and line of authority is lacking

Inconsistent service at front line Standards of Operation

Lack of innovation and creativity Future Planning

Undeveloped potential staff Staff training is significantly lacking

Lack of Int’l exposure

Weak leadership skills (on all levels)

High staff turnover

Unshared knowledge and expertise

Invisible management to guests


Opportunities
Openness to change on all levels

Adequate mix of new and old management

Young potential staff

Promotion from within

Downturn economy

Unique hotel branding


Threat

Scarcity of qualified
caliber in the local
market
Recommendations
Departmental SOPs Enhance Leadership
Skills
Staff & Management
Empowerment Manage by
Objectives to foster
New Guest Service initiatives and self
Programme drive
Career Path & Build the skills and
Succession Planning confidence in staff
members to make a
difference
What needs to happen
next?
Our Strategy
Decentralise training activities to support and enhance
department’s specific learning needs

Develop an ARMY of highly qualified and competent trainers:

Skills Trainers

Group Trainers

Guest Service Trainers

Purpose: Secure speedy, effective and ongoing training around


the hotel

Enhance the leadership qualities on both managerial and


supervisory levels

Synergise abilities towards one common goal: “Reaching Beyond”

Unlock potentials and empower people at all levels to make a


difference by giving them the confidence, authority and skills to do
so
6 Steps in 6 Months
-Develop an Employee
“Development Programme”
-Launch Development Programme-
6

Si
x
-Deliver a “Future Planning

M
Workshop”

on
- Deliver Interviewing & Selection
Workshop 5

th
-Trainers to prepare a (6) month
2

s
departmental plan

-Trainers’ shortlisting -Hotel Trainers to coordinate a (2)


(group/skills)
-Deliver Leadership
months training plan
-Group Trainers to deliver “Guest
4
Programme Service Programme”
-Develop Hotel & Departmental -Skills Trainers to deliver On-Job-
Trainers Skills Training

-Hotel Management to prepare


their departmental SOPs
-Develop “Guest Service
Programme” 3
-Establish Guest Service line of
1 authority
-Develop Guest Service
Trainers
-Prepare list of potential trainers
-Agree on Performance Indicators
Suggested Learning
Activities
Management
Guest Service Programme

Leadership in Practice Business Planning

Coaching & Creating Positive Microsoft Office


Environment
Finance for non Financials
Future Planning (Goal
Setting & Time Management) Teambuilding Activities

Skills Train the Trainer

Development Path & Succession


Planning
Middle Management
and Supervisors
Guest Service Programme

Leadership in Practice
Conversational English Language
Future Planning (Goal Setting &
Time Management) Microsoft Office
Group Train the Trainer Cross Training
Skills Train the Trainer Int’l Cross Exposure (Kitchen)
Guest Service Train the Trainer HACCP
Yield Management Food Specialty (Chef Jemy visiting)
Interviewing and Selection
Line Staff

Guest Service Programme

On Job Skills

Conversational English Language

New Hire Orientation


Reporting & Follow Up
Beam Reach will offer support
and follow up visits as follows:
Monthly visit to follow up on Executive
Team’s leadership progress – 1 hour for
6 months

Monthly visit to follow up on Trainers’


progress – 1 hour for 6 months

Monthly visit to follow up on middle


management and supervisors progress
– 1 hour for 6 months

Beam Reach will review


performance improvement
through pre-set indicators on
monthly basis
Ready for your
QUESTIONS!
Investment
Activity Cost No. of Total Cost
in JD workshops In JD
Step 1 & 2
Group Trainer Certification 3500 1 3500
Programme (GTC)
On the Job Skills Train the Trainer 1000 4 4000
Programme
Coaching & Creating Positive 800 1 800
Environment
Leadership In Practice Workshop 1800 2 3600
Support Visits 150 2 visits 300
Sub-Total 12200

Step 3 & 4
Guest Service Train the Trainer 3500 1 3500
Support Visits 150 2 visits 300
Sub-Total 3800

Step 5 & 6
Future Planning Workshop 800 2 1600
Interviewing and Selection 800 2 1600
Employee Development 2500 2 2500
Programme
Follow up visits 150 2 visits 300
Sub-Total 6000

Grand Total 22,000.-

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