career development toolkit -...
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CareerDevelopmentToolkit
© 2009 Hilton Worldwide Confidential & Proprietary 2
Career Development ToolkitOverview
This tool kit supports both informal and formal(PDR) career discussions
• Informal – When a team member requests basiccareer support, the toolkit can provide a range ofresources as required.
• Formal – At the point of agreeing to support an individual’s career development, the toolkit provides a range of resources, which can be selected /adapted to meet the needs of both the individual and the operation.
The resources provided are useful alternativeswhen formal career development programmessuch as Leadership 1, 2, or 3 are not an option inthe short term.
© 2009 Hilton Worldwide Confidential & Proprietary 3
Career Development ToolkitContent
Section 1A guide to planning your career
Section 2• Level 1 Resources - to support development from
FLC to supervisor• Level 2 Resources - to support development from
Supervisor to Assistant Department Manager• Level 3 Resources - to support development from
Assistant to Department Manager
Section 3Activity Cards - activities to support developmentwithin and across specific functions
Section 4Additional Resources
Section 1
© 2009 Hilton Worldwide Confidential & Proprietary 5
Career Development ToolkitA Guide to Planning Your Career
2. Download and complete the Careers Workbook
Hilton University CourseAsserting Yourself Professionally 1548
Get Your Career on the Fast Track 1785
Goals and Setting Goals 1773
Preparing as the Interviewee 1627
Preparing for the Behavioural Interview 1625
Actions to Support Career Development1. Register on the Hilton Careers Clinic website http://www.hiltoncareersclinic.com
3. Participate in you PDR - career discussion
- Action - Set development goals (PDP) - Review achievement in accordance with PDP
4. Review internal opportunities
- Meet with your manager to discuss the next step - Check for suitable positions via Notice Boards, HR.net and http://www.careersathilton.com - Review Fact sheet on making an internal application
Section 2
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Career Development Toolkit
Level 1 FLC toSupervisor
© 2009 Hilton Worldwide Confidential & Proprietary 8
Career Development ToolkitLevel 1 FLC to Supervisor – Hilton University Course
Hilton University Course HU Code
Giving Feedback to Colleagues 1588
The Basics of Delegation 1688
The Mechanics of Communicating Effectively 1518
Working Effectively with Customers 1580
An Introduction to Project Management 1832
Time as a Resource 1782
Dynamics of Leadership
Assertive Management 1 & 2
Emotional Intelligence
Leadership and Change 1635
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Career Development ToolkitLevel 1 FLC to Supervisor – Leadership 1 Recommended E-learning
Leadership 1 Recommended E-learning HU Code
Tomorrows Managers Development Tools 1659
Basic Business Skills to Get You on the Fast Track 2791
Communication Skills to Fast-track Your Career 2809
Interpersonal Skills on the Fast Track 1786
The Boss Factor 2839
Managing Your Career: Getting on the Right Track 2828
Managing Your Career: You and Your Boss 2829
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Career Development ToolkitLevel 1 FLC to Supervisor – Practical Skills & Experiential Learning Activities
Practical Skills & Experiential LearningArrange to participate in a job chat
Take charge of a shift and allocate roles
Deliver a pre shift brief and post shift de brief
Seek guest feedback and action appropriately
Support the job skills training of a new start
Develop a number of SMARTA objectives to drive an increase in SALT scoresfor your department
Basic OnQ training – Checkin/out and Posting
Practical Skills & Experiential Learning – Role Specific
Complete all Activities at Level 1 (FLC to Supervisor) on your department activity card
Through cross exposure, complete the FLC to supervisor actions from other department checklists
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Career Development Toolkit Level 2 Supervisor to Assistant Manager
Level 2Supervisorto AssistantManager
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Career Development ToolkitLevel 2 Supervisor to Assistant – Hilton University Courses
Hilton University Courses HU Code
Managing Delegation 1670
Leadership Communication Skills 1521
Identifying Problem Performance 1692
Planning Your Presentation 1581
Presenting Successfully 1528
Customers, Confrontation and Conflict 1609
Resolving Conflict with Communication Skills 1522
The Master Negotiator 1585
Introduction to Financial Analysis 1254
Problem Solving: Generating Alternatives 1768
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Career Development Toolkit Level 2 Supervisor to Assistant – Hilton University Courses
Hilton University Courses continued HU Code
Decision Making: Implementation and Evaluation 1770
Decisions and Risk 1797
An Introduction to Project Management 1832
Dealing with Problem Performance 1693
Leadership and Change 1635
Success over Stress 1790
Communicating to get results 2804
Profit Margins
Giving and receiving feedback
Managing your manager
© 2009 Hilton Worldwide Confidential & Proprietary 14
Career Development Toolkit Level 2 Supervisor to Assistant – Practical Skills & Experiential Learning Activities
Practical Skills & Experiential Learning
Work through checklist on the Level 2 (Supervisor to Assistant Manager) department activity card
Produce a rota based on productivity and skills levels
Deliver a presentation at the Department Meeting
Analyse department SALT results and agree improvement plan with team
Design and present an idea to improve sales to your line manager
Identify a team member who is not performing to standard and support an improvement plan
Through cross exposure complete activities at Level 2 from other Department Check lists
Research another brand and understand the brand icons and market positioning
Visit another brand and prepare analysis of brand strengths against expectations and competitors
Attend weekly Operations Meeting and contribute to planning discussions
Gain exposure to PAMS and develop payroll knowledge management – including rules around contract hours, workingtime and lieu time
Attend morning brief and brief the team on daily business
© 2009 Hilton Worldwide Confidential & Proprietary 15
Career Development Toolkit Level 2 Supervisor to Assistant – Practical Skills & Experiential Learning Activities
Practical Skills & Experiential Learning Continued…
Become Green Team Member or Hilton Exchange Representative
Attend First aid course as a requirement for 'Manager on Duty Shifts'
Act as second Representative for Health and Safety and complete department Risk Assessments
Analyse the QA audit and identify key areas for improvement within Department
Participate in Journey Ambassador shadow shifts
Place an order using Birchstreet
Attend a recruitment interview with Manager and take interview notes
Gain an initial understanding of financial procedures, including credit control, postings, billing, OnQaccount management - House accounts/Group Masters
Career Development ToolkitLevel 3 up to Head of Department
Level 3up to Headof Department
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Career Development ToolkitLevel 3 up to Head of Department – Hilton University Course
Hilton University CourseTaking on a Management Role 1657
Planning Your Presentation 1581
Presenting Successfully 1528
Leading an Effective Business Meeting 1532
Mentoring Effectively 1676
Performance Reviews 1681
Improving Your Image 1787
Analyzing the Market 1703
Enterprise Analysis and Making a Business Case 1604
Evaluating Creative and Innovative Ideas 1777
Generating Creative and Innovative Ideas 1776
Introduction to Financial Analysis 1254
Problem Solving: Generating Alternatives 1768
Strategic Management - Analysis and Choice 1864
Introduction and What is Marketing
Developing and Deploying Strategic Plans 1757
Fundamental Components of a Business Case 1857
The 6 customer focus e.learning modules
© 2009 Hilton Worldwide Confidential & Proprietary 18
Career Development ToolkitLevel 3 up to Head of Department – Hilton University Course
Hilton University Course Continued…Communicating to get results 2804
Obtaining Results from the Boss 2832
Interpersonal Communications: The Process 1517
Workplace Communication Skills 1519
Listening, Influencing and Handling Tough Situations 1573
Techniques from Improved Time Management 1762
Developing Excellent Time Management Habits 1763
Major time management challenges 1781
The Basics of Delegation 1668
Delegation: The Personal Approach 1669
Teamwork and Emotional Intelligence 1576
The Model Leader 1636
Energising and Empowering Employees 1638
Developing the Team and its Culture 2732
Making decisions dynamically 1769
Decision Making: Implementation and Evaluation 1770
The principals of Financial Management 1617
Competitive Factors in Strategic Marketing 1704
Success over Stress 1790
© 2009 Hilton Worldwide Confidential & Proprietary 19
Career Development ToolkitLevel 3 up to Head of Department – Practical Skills & Experiential Learning Activities
Practical Skills & Experiential Learning
Complete activities at Level 3 ( up to HOD) on your department checklist
Plan and deliver a team meeting
Identify potential talent and design a support plan for one individual
Complete a formal PDR
Carry out a competitor analysis and design a marketing plan
Identify the key financial metrics for the department and current strengths / weaknesses
Complete a SWOT analysis for a local competitor
Develop a strategy to improve sales / generate savings
Carry out a full SWOT analysis on another department and present to the Managers Meeting
Deliver a team training event
Design an incentive plan - non financial
Identify an interdepartmental issues and work to resolve it
Conduct a full selection interview ( under supervision if not attended L3 module)
Conduct an investigation (in liaison with HR)
Complete all Activities in relation to the Journey Ambassador Role
Experience your role in an alternative market segment - e.g. city/corporate, Leisure/country or airport
Identify the key variances to the role
Attend H&S for Managers - L3 module
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Career Development ToolkitLevel 3 up to Head of Department – Practical Skills & Experiential Learning Activities
Practical Skills & Experiential Learning Continued…
Research another brand and understand the brand icons and market positioning
Visit another brand and prepare an analysis of brand standard against delivery and the key differentials
Understand hotel marketing plan and corporate collateral guidelines
Job Swap - within property, arrange a job swap at your current level -complete appropriate activity list
Complete e.learning Forecast Data Review Module
Chair a department meeting
Chair a formal disciplinary hearing
Prepare and deliver a full PDR discussion with a team member
Analyse Departmental P&L and identify trends and actions
Complete a PDP for a team member
Participate in a working party / steering group activity
Analyse guest feedback and produce an action plan to address key issues
Complete a return to work Interview and chair an Attendance Management Meeting
Coach a new start to successful probationary review stage
Work with another department to improve communication / co-operation
Produce a TMOS action plan with the support of the team
Attend Recognition tutorial - http://tools.hilton-recognition.com/recognitionworks/
Implement recognition activities
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Career Development ToolkitLevel 3 up to Head of Department – Practical Skills & Experiential Learning Activities
Practical Skills & Experiential Learning Continued…
Complete a department SWOT analysis and action plan
Complete a competitors analysis and evaluate
Complete a review of departmental risk assessments
Know what to do in the event of an emergency
Refresh opening and closing procedures
Carry out a hotel show around
Section 3
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Career Development ToolkitDepartment Activity Cards
Development Level Activity Date Signature
Housekeeping
FLC – Supervisor Spend a day with Housekeeping DT and check off job skills covered
Complete HU Brand Modules for Housekeeping
Supervisor - Assistant Understand Room Types and Floor Plans
Check and give feedback on serviced room standards
Assistant - HOD Allocate Daily Duties
Collate feedback from the checkers and identify any commonissues
Update Room status in system
Review QA audit plan / SALT scores and recommend actions toimprove
Draft a monthly rota based on productivity ratios and contract types
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Career Development ToolkitDepartment Activity Cards
Development Level Activity Date Signature
Banqueting
FLC - Supervisor Understand Banqueting food and wine menu's
Attend weekly Function Sheet meeting
Shadow a banqueting event with the department DT and check offjob skills covered
Complete HU brand standards module (s) for Banqueting
Supervisor - Assistant Supervise one aspect of two different events/functions - givingdirection as required
Check the satisfaction of the event organisers / carry out Exitinterview
Complete weekly banqueting forecast with Manager
Review the overall efficiency of the event a prepare feedback forthe Department Manager
Assistant - HOD Attend an event planning meeting
Plan the running of an event - delegating duties according toteam/individual strengths
Oversee the management of an event/function
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Career Development ToolkitDepartment Activity Cards
Development Level Activity Date Signature
Finance and HR
FLC - Supervisor Observe the night audit process
Supervisor - Assistant Understand Birchstreet and process an order accordingly
Spend a day in Cluster Finance - observe daily business reporting
Understand the principles of the HOM and its impact on recruitmentpractice
Assistant - HOD Shadow the processing of income audit and credit control
Read and Interprate monthly P&L - identify strengthys / weakness
*Attend weekly RMCC callover and identify business trends
Deliver a session from the New start Orientation
Conduct an investigation in liaison with HR
Prepare an update to Department Managers on Labour Turnover
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Career Development ToolkitDepartment Activity Cards
Development Level Activity Date Signature
Meetings / G,C&E
FLC - Supervisor Complete Job Skills checklist
Complete HU brand standards module (s) for Meetings
Shadow shift in the Business Centre
Supervisor - Assistant Complete HU brand standards module (s) for Meetings
Complete a meeting room audit
Attend an operations meeting / event brief
Assistant - HOD Identify meeting capacities and set up options
Room rental guidelines and contracts
Review electronic diary - for example GEM and comment on thechase system
Review brochures and promotional materials and makeimprovement suggestions
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Career Development ToolkitDepartment Activity Cards
Development Level Activity Date Signature
Sales
FLC - Supervisor na
Supervisor - Assistant Pre check all areas in advance of a show around
Attend a show-around
Assistant - HOD Arrange and complete a show-around / fam trip
Contact DOS to understand sales strategy and segmentation
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Career Development ToolkitDepartment Activity Cards
Development Level Activity Date Signature
Journey Ambassador
FLC - Supervisor Meet the Journey Ambassador and understand the role andresponsibilities
Understand the key customer service issues for your property -review SALT
Complete Journey Ambassador HU module
Identify knowledge gap to be a JA
Supervisor - Assistant Complete Journey Ambassador HU module
Shadow the Journey Ambassador
Analyse the Journey Ambassador log and discuss with relevantHODs
Perform the Journey Ambassador role
Act on a key customer service issue and review SALT crossdepartmentally
Assistant - HOD Complete Journey Ambassador HU module
Analyse the Journey Ambassador log and discuss with relevantHODs
Perform the Journey Ambassador role
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Career Development ToolkitDepartment Activity Cards
Development Level Activity Date Signature
Journey Ambassador Continued…
Assistant - HOD Identify and communicate with 2 HH guests, gain and action theirfeedback their feedback, cross departmentally if required
Complete e.learning modules on SALT and HH Overview andHH Membership Benefits
Analyse the 'Voice of the Customer' scores and co-ordinateimprovement plans with relevant HODs
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Career Development ToolkitDepartment Activity Cards
Development Level Activity Date Signature
Reception
FLC - Supervisor Spend a day on the Front Desk and check off learning againstJob Skills List
Complete HU Brand Modules for arrival/ departure
Complete CRM Training
Complete basic switchboard training
Understand Room Types and Floor Plans (Room Grades)
Supervisor - Assistant Understand hotel general knowledge - via PIM
Deal with a room allocation issue - ensuring guest satisfaction andsystems update
Complete HU Brand Modules for arrival/ departure
Assistant - HOD Complete OnQ property Management ( 40 hours)
Complete Checking process
Update Room status in system
Explore IDEAS,V51, PIM
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Career Development ToolkitDepartment Activity Cards
Development Level Activity Date Signature
Reception Continued…
Assistant - HOD Assess Yield Par performance over 3 months
Attend weekly RMCC call over and identify business trendsand strategy
Attend BFM - weekly
Review QA audit plan / SALT scores and recommend actionsto improve
Complete e.learning IDEAS, Revenue management system
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Career Development ToolkitDepartment Activity Cards
Development Level Activity Date Signature
Food & Beverage
FLC - Supervisor Spend a shift in each F&B area of service, covering the key serviceperiods
Tick of all brand skills covered on the checklist
Complete HU brand standards module (s) for F&B
Supervisor - Assistant Shadow a supervisory shift in each F&B out-let
Understand the concept , menus and drink offering in each servicearea
Comprehend the table / floor plan and service styles andoperational structure
Prepare a matrix of food and wine pairings
Understand the principles of HACCP
Complete Service peaks and troughs analysis and makeimprovement recommendations
Audit the effectiveness of tray collection and make anyrecommendations as required
Participate in a stock take and give feedback on the exit status
Gain exposure into cellar management, PAR levels, stock controland security
© 2009 Hilton Worldwide Confidential & Proprietary 33
Career Development ToolkitDepartment Activity Cards
Development Level Activity Date Signature
Food & Beverage
Assistant - HOD Understand and update MICROS
Analyse drink trends and design a promotion to meet the needsof the guests
Make suggestions for new menus
Design a tool to encourage and reward up selling activity
Supervise a full shift giving pre and post feedback to the team
Review QA audit plan / SALT scores and recommend actionsto improve
Draft a monthly rota based on productivity ratios and contract types
Understand the business strategy for F&B and relate to thebusiness plan
Work with Chef on project e.g. menu engineering, wastage, spendanalysis
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Career Development ToolkitDepartment Activity Cards
Development Level Activity Date Signature
Kitchen
FLC - Supervisor Complete a shift as a steward - understand the equipment andsystems of work
Assist in an area of food preparation
Understand and demonstrate food safety standards
Develop an SOP for a specific dish including costing
Work with Sous/Head Chef to develop Seasonal Menu with SOPand costings
Participate in kitchen stock take and identify necessary PAR levels
Prepare section handover sheet
Liaise with supplier e.g. place an order / enquire re seasonal offersetc
Supervisor - Assistant Assist in the receiving, checking and processing of a food delivery
Complete an audit of storage practices within the kitchen
Support service delivery at the pass - focus on portion control,presentation and efficiency
Attend weekly Food and Beverage Meeting
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Career Development ToolkitDepartment Activity Cards
Development Level Activity Date Signature
Kitchen Continued…
Supervisor - Assistant Develop Section Handover sheets and MEP lists
Participate in a new menu launch
Hold a Restaurant / Kitchen service brief and/or debrief
Identify and report maintenance lists
Complete Bi-monthly health and safety audit
Carry out Food Cost calculation and GP's
Assistant - HOD Following the morning meeting, brief the kitchen brigade to ensurebusiness needs are met
Complete an audit of H&S practice in all food preparation areas
Participate in a stock take
Support the Chef in placing a food order
Design and cost a menu option
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Career Development ToolkitDepartment Activity Cards
Development Level Activity Date Signature
Kitchen Continued…
Assistant - HOD Deliver a brief to food service colleagues on the menu items
Review QA audit plan / SALT scores and recommend actionsto improve
Draft a monthly rota based on productivity ratios and contract types
Section 4
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Career Development ToolkitUnderstanding your Careers Workbook
Workbook includes:
Career Mapping – the process of identifyingwhat motivates and satisfies using:• Values exercise• Interests inventory• Preferred working environment• Personal SWOT
Visioning and goal setting• Visioning exercise• Stages in career management
Self-Awareness• Belbin• Myers Briggs
Networking and first impressions guidance
To download your Careers Workbook visitwww.hiltoncareersclinic.com
© 2009 Hilton Worldwide Confidential & Proprietary 39
Career Development ToolkitUnderstanding your Careers Workbook
© 2009 Hilton Worldwide Confidential & Proprietary 40
Career Development ToolkitCompleting your Personal Profile
Who has a ‘Personal Profile’?
Individuals who have been identified as suitableand are willing to change positions
• Within current hotel
• Within Cluster
• Within Division
• Within UK / Internationally
Personal Profiles are used by Recruiters to gainan understanding of an individual’s suitabilityfor a role
© 2009 Hilton Worldwide Confidential & Proprietary 41
Name
Short Term (0-2 yrs)
Development Needs for Current Job and Future Goals
Personal DataJob Title: General ManagerHotel/Location:Date into current job:Start Date Hilton:Manager Name:Mentor Name:Date of last PDR:Box Rating:Family status:
My Personal Development Goals:
Development Action Plan
Employment History
Personal Prefs/Mobility
Education / Training /Development Activity
Photo
Languages/Competence
Significant Recent Achievements/Reason for “Ready Now Status”
Longer Term (2 yrs +)
Current Competencies, Skills, Knowledge, Experience
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Career Development ToolkitInternal Candidate Resourcing Process and Feedback Factsheet
• Outlines the process an internal applicantshould expect to experience when applyingfor an internal position
• Outlines the process a Recruiter and LineManager need to follow with an internalcandidate when recruiting for a position
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Career Development ToolkitInternal Candidate Resourcing Process and Feedback