SAMPLE ONLY TOURISM INDUSTRY SKILLS TRAINING SUPPORT SCHEME. Please read the guidance notes carefully before completing this form.

Transcription

1 TOURISM INDUSTRY SKILLS TRAINING SUPPORT SCHEME APPLICATION FORM Please read the guidance notes carefully before completing this form. Details of Your Organisation Name: First Cebu Hotel in behalf of HRA Consortium SAMPLE ONLY Activity: Skills development for Front Office, Events and Leisure staff. Number of Employees Male: 120 Female: 150 Funding Support Being Sought ($US): $96,706 Address for correspondence purposes: First Cebu Hotel Mountain View Avenue Cebu City Telephone: (032) Fax: (032) Website (if any): Contact Person: General Manager Name: Jhoie James Cell phone: Names and contact details of other parties involved in the training activity: Susan Echavez, HR Manager, Sun Hotel, Cebu City Lapu Lapu Road, Cebu City Cell phone: Maria Paljero, Deputy General Manager, Mountain View Hotel, Cebu City 1

2 324 Barangas Avenue, Cebu City Cell phone: Ricky Estrera, General Manager, Seaside Springs Resort, Lapu Lapu 12 Bay Road, Lapu Lapu Cell phone: Eugene Bongay, Proprietor, Mountain Hotel, Cebu City Cell phone: I confirm that all the information in this Application is, to my best knowledge, correct and that I will abide by the requirements of the Scheme. I also agree that this Application will remain valid for a period of 90 days after the funding decision has been made by the Scheme s National Training Skills Committee. I understand that submitting this Application does not guarantee funding support. Signature: Date: 15 March 2014 Name: Jhoie James 2

3 Description of Proposed Training Activity 1. Please outline the training activity you are planning, how it will be implemented and its objectives. (The guidance notes contain important information so please read these carefully) The Consortium s training activity will cover the following areas at all properties. These will be managed by a Training Co who will be full-time and based in the First Cebu Hotel: Front Office customer care skills. All properties. - Telephone etiquette, handling enquiries, converting enquiries to bookings, - Internal complaints handling. - Customer care: pre-arrival, arrival, check-in, during stay, check-out, - Train the Trainer component. - Mystery Guest component will assess telephone and customer care skills 6 times over a 12 month period. No of staff (all properties): 40 Classroom but mainly Workplace Hours: 10 per staff member Staff will be assessed and accredited by TESDA (Cebu City Accreditation Centre) Front office Symphony Hotel Property Management Systems (three properties only) Retraining in Symphony Management System. Online web classrooms No of staff (three properties): 26 Online Hours: 10 per staff member Events and wedding management. All properties. TESDA accredited training for Events Managers and Deputy Managers. - Sales, telephone, in-person, product knowledge - Pre-planning - Planning, organisation and logistics - Inter-team liaison - Supplier management equipment, staff agencies, etc. - Event management day - Costings Cebu Technological University Short course (7 weeks) Classroom (at University) 2 hour class x 7. Workplace. No of staff (all properties): 14 Hours: 30 Leisure management. All properties. Training course in hotel leisure centre and pool management TESDA accredited training in leisure operations for assistant managers/supervisors resulting in Certificate in Operations. Classroom (on site at First Hotel) Workplace - Reservations - Outdoor activity management - Setting up and maintaining equipment - Safety and cleanliness - Swimming pool maintenance and operation No of staff (all properties): 12 Hours: 20 per staff member 3

4 Extensive training has been undertaken individually by all consortium members in the past. This has been in-house and, in some cases, college based vocational training. This has covered culinary skills, F&B service, property and room management, and health and safety. This is the first joint training program conducted by the consortium member hotels. The training outlined above is designed, firstly, to support a wider cooperative approach to marketing and guest management across all consortium member hotels. Secondly, it will improve skills in areas identified as requiring some development in response to guest feedback. Thirdly, it will enable more efficient use of staff with resources able to transferred across properties according to demand, staff shortages due to illness etc. ASEAN standards and competencies will be identified within courses and training where possible. 2. Proposed timing of activity: Start: 5/26/2014 Completion: 3/26/ What is the expected number of people and percentage of women involved in the training activities? 92 60% women. 4. Who will provide the training and what are their credentials and experience? (If you already have quotations please attach copies to this Application) We propose that the training program will be organised and managed by a consortium Training Coordinator. This post will be full-time for 12 months, based at the First Hotel, Cebu City. It is proposed that Fort Training and Development Consultants, Metro Manila, be appointed. Vice-President Arlene Aquino will hold the post. Miss Aquino is TESDA accredited and has extensive experience in hotel HR management and training course development and delivery. Front Office - Customer Care training. Provided by City Training Corp, Makati City. TESDA accredited. Front Office Symphony Management System re-training. Provided by Symphony Systems Inc. In-house proprietorial system training. Official Symphony Approved training course. Events and Wedding Management training. Provided by Cebu Technological University, Cebu City. CTU Dept. of Hospitality and Tourism further education section. TESDA Level 2 vocational qualification (??). Leisure Management training. Provided by Activity Solutions, Manila City. TESDA accredited. 5. What form of certification will the training participants receive? Front Office Customer Care. City Training TESDA accredited agency certificate. TESDA Certification. Train the Trainer agency certification (5 staff) Front Office OPERA. OPERA Approved Certification. Events and Wedding. Cebu Technological University. TESDA Vocational Level 2 Certification (??) Leisure Management. Activity Solutions TESDA accredited agency certification. 4

5 Relevance to Skills Training Support Scheme s Objectives 6. How will the activity improve the skills of existing staff, any interns and potential employees? Front Office Customer Care. Staff will develop enhanced guest care skills in all areas of front line contact. Supervisors in each hotel will deliver ongoing training to new, part-time and casual staff. Front Office OPERA. Staff will make more efficient and wider use of all Micros OPERA System property management, room allocation and revenue management capabilities, including new applications. Events and Weddings. Staff will develop specialist enhanced sales, organisational and planning skills as a crossproperty resource accessible by all hotel consortium members as required. Leisure Management. Staff will develop specialist skills available as a cross-property resource by all hotel consortium members as required. 7. How will your organisation benefit and how will you measure success? EXPECTED BENEFITS Front Office Customer Care. More time-efficient telephone handling with increased guest satisfaction. More conversion of enquiries to bookings. More efficient welcome, check-in and check-out handling. Improved during-stay complaints resolution. Higher levels of guest satisfaction. Higher levels of employee satisfaction, reduced staff turnover. SUCCESS INDICATOR (S) Increase in enquiry to booking conversion of 5% Over 12 months. Fewer post-departure complaints over a 12 month period. Higher recorded guest satisfaction scores from 2013 base of 7.5/10 to 8.75 by end Mystery Guest scores improve from base by 10% over 12 Months. DOT accreditation scores increase by 1 level in all Relevant Service, Hospitality and Efficiency areas from 2014 to Front Office OPERA. Use of all Micros OPERA capabilities will result in more efficient reservations, improved room allocation, more accurate and competitive rate setting and adjustment, and improved revenues and profits Increase in Revenue per Available Room (RevPAR) of 10% from September 2014 to September Events and Wedding Management. More efficient events and wedding management. Reduced level of complaints. Reduced staff costs as specialist staff resource shared and focussed as activity demands across member hotels. Increase in events and wedding revenues and profits by 10% from January 2015 to January Reduced level of complaints. Higher guest satisfaction scores from 2014 base of 7.25 to 8.5 by end

6 Leisure Management. More efficient leisure, activity and pool management. Enhanced safety processes and procedures. Reduced complaints. Reduced staff costs as specialist staff resource shared across member hotels. Reduced maintenance, repair and replacement Costs resulting from improved maintenance programs. Increased revenue from non-resident membership by 10% from November 2014 to November Reduced levels of complaints. Higher guest satisfaction scores from 2014 base of 6.75 to 8.0 by end Will there be linkages with local tourism related colleges/institutes and how will this operate? Yes No COLLEGE/INSTITUTE Cebu Technological University, Cebu City PARNERSHIP/COLLABORATION Delivery, assessment and Certification of Events and Wedding Management Course to TESDA Level 2 9. What will be the benefits, if any, to local communities and the overall tourism industry in your region? Enhanced and more secure employment opportunities. Qualified staff able to transfer skills across the hospitality sector in Cebu Province Increased business levels and repeat business in consortium member hotels benefits local suppliers food, transport, tour guides, restaurants etc. Enhanced image of Cebu City overall leading to increased civic pride. 10. Are there any innovative features of the proposed training that could be copied by others? Why? Mystery Guest. Use of this process still relatively rare in Cebu. Can be used as demonstrator project by Cebu HRA. Development of shared staff resource for events and leisure management. Cooperation of this nature rare in Cebu. 11. What follow up training activities will you implement? We will assess internally the success of the training programs in meeting our targets, in addition to the external monitoring and evaluation to be carried out by the training support scheme managers. Trained members of the team will deliver customer care training to new and casual staff, and regular refresher training to regular staff. A skills gap analysis will be carried out every six months. Capability to Manage Training Activity 12. Explain the experience and skills of those in your organisation who will manage the training activities. NAME OF STAFF RELEVANT SKILLS OR KNOWLEDGE RESPONSIBILITY 6

7 Jhoie James, General Manager Hospitality Skills BA hons. Significant experience in hotel management and HR management. Consortium training program leader. 13. Is there anyone else providing assistance for the proposed training activities? If so, who are they and what role will they play? NAME RELEVANT SKILLS OR KNOWLEDGE RESPONSIBILITY Training Coordinator James Santos Training and skills development project management for hotels and destinations in the Philippines. Hotel HR management background. Budget and Funding Coordination of entire program, reporting to the consortium managing committee, chaired by Jhoie James. Liaison with Cebu Technological University, managing contracted trainers, and liaison with TESDA. 14. Summary of training costs. Nature of Expense Details. No of units or persons x no of days SUB- TOTAL Your Funding US$ (PHP) Funding Support US$ TOTAL US$ Training Coordinator 1 Person, 12 $35,000 n/a $35,000 $35,000 $3,500 per month Front Office Customer Care. 40 staff, 10 $50 per hour. $20,000 n/a $30,650 $30,650 Mystery $300 per visit x 6, x 5 hotels $9,000 D, B&B provided by hotel for MG visits. Market rate $55 per visit x 6, x 5 hotels $1,650 Events and Weddings 14 $900 per staff member $12,600 n/a $12,600 $12,600 Van transport to University $30 n/a n/a $30 Leisure and Pool Management 12 $1,500 per staff member. $18,000 $18,456 $18,456 $18,456 TESDA accreditation 12 $38 per assessment and accreditation $456 TOTAL $96,736 Additional explanation (if necessary): 7