Training Plan (DS7002)Guide
Training plans are signed by all parties and a key part of Bridge-USA Cultural Exchange Programs, overviewing all training, cultural activities and leadership into 2-4 structured and progressive phases.
J-1 Training phases can not be predominately unskilled, casual labour or displace US workers All tasks/goals must be part of a larger training program.
Below is a T4H overview as well as the DOS guidance on casual and unskilled labour. There are also several examples of both intern and trainee DS7002 plans in Food and Beverage, Rooms and Culinary Arts.
FRONT DESK/ROOMS DIVISION
This will be hands on training for mentored learning opportunities. Training will be related to the front of house and can include Front
Office Operations, Rooms Division and other services .
The participant will learn the skills and techniques needed to fulfil Front Desk responsibilities, understand and apply these
skills to the rooms division department, and learn the American business practices of service and management.
The focus will be on front desk operations, administration, interdepartmental communication, financial reconciliation,
and report production. This will give the participant an insight into the overall rooms division function which will provide
the participant for their future hospitality career.
Overall Specific knowledge to gain:
The participant will learn how to properly greet and welcome guests upon arrival, understand how to verify reservations, addresses and credit information, how to issue keys to guests, how to post miscellaneous charges as requested, track previous night's occupancy, generate early check-outs, anticipated arrivals, cancellations, stay-overs, no-shows and walk-in business. The participant will also determine the number of rooms available, effectively manage overbooking situations, develop interdepartmental communication to facilitate operations and guest satisfaction. Learning will also include the opening and closing duties of staff, master the reservations computer system and telephone system, learn about yield management from the reservations perspective, understand forecasting, understand the application of information and insight gained from the reports and how this impacts the daily operations of the reservations department.
The participant will also broaden the Front Office skills by moving into the following areas:
1) Reservations
Through monitored learning opportunities and practical application of guest services skills, the intern will be assigned training activities within the reservations department.
Specific goals and objectives
- The participant will establish an understanding of the reservations
department, its personnel, and how to interact with guests to book guest rooms, outlets, and special
events.
- They will also become proficient in addressing guest inquires, coordinating with other
departments in advance of the guest's arrival to fulfill guest needs, and to understand the functions of the department.
- In this phase the participant will be exposed to how the hotel uses forecasting and yield management to book guest rooms and other items at the highest possible price.
Specific knowledge to gain:
- Computerized reservation and telephone systems, guarantee and cancellation policies, knowledge of guest room types, hotel amenities, and special events. - Guest services & communication, interdepartmental communication, understanding of US service standards and guest proclivities, report processing.
2) Guest Services/ Concierge
The participant will be assigned hands-on training activities related to the Concierge department and services providing for mentored learning opportunities.
Specific goals and objectives:
- The participant will learn the scope of the concierge role; how the department is organized and how the Guest Services Department provides exemplary services.
- The participant will learn the policies, procedures, and methodology to promote positive guest relations to all individuals approaching the concierge at all times.
- Learn the skills to handle guest complaints, ensuring guest satisfaction and when a complaint should be addressed by a supervisor.
- How to appropriately respond to guest requests regarding local restaurants, attractions, and other common sites of interest outside of the hotel. Learn how to address guest requests for personal needs such as transportation. deliveries, etc. according to the scope of the hotel.
Specific knowledge to gain:
- Guest Services & Communications, external Reservations, VIP procedures.
- Knowledge of guest room types, hotel amenities and special events, interdepartmental communication.
3) Front Desk
Initial introduction to the hotel and Front Office operations. The participant will develop an understanding of the day-to-day responsibilities of the Front Office Management by assisting with department tasks and activities as directed.
Specific goals and objectives:
- During this phase the participant will learn all duties of the front desk operation which includes: staff training. inter-department communications, and staff scheduling.
- In addition to assisting in the daily operation of the Front Office and overseeing guest services personnel.
- the participant will learn how to respond to guest requests and/or complaints in a friendly manner and ensure that appropriate action is taken to guarantee guest satisfaction.
- Assisting in the oversight of the entire front office area, 10 include check-in and check-out processes, pre-registration. VIP, Reports (running and analyzing), general auditing. night audit & rollover, incentive programs for FO associates, problem solving and guest services.
Specific knowledge to gain:
- Learn to work under pressure and manage stress, learn to work in team, develop communication skills.
- Inventory control, analyses financial statements, etiquette and protocol skills and body language for a good development leadership role.
- Learn the protocol to solution of customer complaints.
CULINARY ARTS / CHEF TRAINING
The participant will gain an overview of the Host Organization, community and be
introduced to the Host Organizations personnel structure and resources that will be a part of the
overall program.
The candidate will become familiar with the organization’s operations,
key staff, areas in which they will spend their training program, and begin settling into the community
where they will live over the course of the program. The candidate will be introduced to the various
areas which will be covered throughout the training program and the subject matter to be covered.
Candidate will be assisted with obtaining proper identifications, as well as offering support to the
participant to obtain suitable accommodations or lodgings.
Overall Specific Knowledge to Gain:
The participant will gain a clear overview of the organization’s operations, clientele and niche in the marketplace. They will learn the scope of the organization’s activities, the history organizational mission and objectives as well as the significance of the division and departments and its responsibilities in the success of the organization.
The participant will also broaden the Culinary skills by moving into the following areas:
1) Main Kitchen
The participant will be assigned hands-on. mentored training activities related to the training site's main kitchen and it's functions to gain skills and knowledge of the host site's culinary operations.
Specific goals and objectives:
- During the Main Kitchen phase, the participant will gain a basic understanding of the resort's culinary operations.
- The participant will rotate in each of the main kitchen's divisions:
- In the vegetable station, the participant will prepare and cook the vegetable portions of the banquet function meals.
- During the sauce station the participant will produce the specialty sauces and soups required in the banquet meals.
- The roast station will coordinate the preparation and cooking of various meats.
- The breakfast station will prepare breakfast items for the banquet functions.
- This phase will provide the participant with an understanding of how the different stations are organized and run, and how they interact and affect one another.
Specific knowledge to gain:
- Stock rotation and waste/cost control, learn Health and safety requirements.
- Basic understanding of menu concept development, and pricing, teamwork between varied and diverse departmental stations.
2) Restaurant Rotation
The participant will be assigned hands-on, mentored training activities related to the program site's restaurant outlet and it's functions lo gain skills and knowledge of the host site's culinary operations.
Specific goals and objectives:
- During the Restaurant rotation the participant will have an opportunity to train in each of the restaurant sections, with the objective of learning the specific station operational skills.
- In addition, the participant will gain knowledge, observe and learn the relevant policies and procedures for leading a team in a successful Fine Dining Restaurant operation.
- The participant will have a chance to train in both the day and evening shifts, gaining experience in a Fine Dining atmosphere, as well as experience with several varieties of restaurant cooking.
- The participant will take part in daily service and in a variety of positions with unique exposure and responsibilities including Entremetier (vegetable section); Saucier: and Garde manger (cold side).
Specific knowledge to gain:
- How to prepare menu items designated by the management team, pricing methods and techniques of menu items.
- Quality assurance of all food items, teamwork between varied and diverse departmental staff.
3) Banquet Kitchen
The participant will be assigned hands on, mentored training activities within the Banquet Kitchen to learn and develop skills and knowledge for high volume kitchen production and organizational methods.
Specific goals and objectives:
- The logistical skills and knowledge in all aspects of banquet kitchen operations will be developed.
- The intern/trainee will take part in banquet events and in a variety of positions learning the roles and responsibilities of various positions within the banquet kitchen sections including: Entremetier (vegetable section) Saucier; Garde manger (cold side), Inventory control (purchasing), Food ordering, assistance with menu planning.
Specific knowledge to gain:
- The participant will understand the coordination process from function planning, pricing, and menu development through ordering.
- Food preparation, plating, service stock rotation and waste/cost control, coordination with external departments used to organize and execute banquet events, planning, pricing and menu development will be learnt.
- Learn menu concepts, development, and pricing, learn and applying.
- Customer focus and service.
- Learn the coordination process from function planning, pricing and menu development through ordering.
- Food preparation, plating, and service. Stock rotation and waste/cost control.
- Learn how to apply Banquet Event Orders to produce a meal.
- Learn the interaction of internal and external customer service.
- Learn the departmental structure and interrelationships between various departments including: Culinary, Convention Services, Food and Beverage, Banquets etc. through observation and participation in Banquet Event Order Meetings.
4) Kitchen Leadership, Purchasing and Stock Room
The participant will be assigned hands on training activities related to leadership and supervisory level responsibilities while being provided mentored learning opportunities.
Specific goals and objectives:
- The participant will receive in-depth training in the administrative functions of culinary operations.
- The Participant will be trained in purchasing, cost control, and day-today operations involved in the business application necessary to running a culinary outlet within the hotel.
- The participant will be exposed to all steps necessary in the Storeroom and Inventory process including becoming familiar with the liquor and food products carried by hotel, how par levels are established and changed for anticipated business and learning how to check received orders against the purchase order and invoice.
- The Participant will be training directly with the culinary management team to understand the associate-driven training in the administrative functions of culinary operations.
Specific knowledge to gain:
- Learn how to receive goods from outside vendors; check and close the receiving report, master how to keep food & beverage costs within company budgets and industry standards and understand how to check and close requisitions and transfers.
- The participant will learn how to check invoices for quantity, prices and extensions and as well as how to pass them to accounts payable for payment.
- Daily inventory of the storeroom facilities will be done, as well as learning the inventory/purchasing systems for database maintenance and reporting. Restaurant food cost controls, food cost calculation and revenue & labor forecasts will be experienced.
FOOD & BEVERAGE
The participant will gain an overview of the Host Organization, community and be
introduced to the Host Organizations personnel structure and resources that will be a part of the
overall program.
The candidate will become familiar with the organization’s operations,
key staff, areas in which they will spend their training program, and begin settling into the community
where they will live over the course of the program. The candidate will be introduced to the various
areas which will be covered throughout the training program and the subject matter to be covered.
Candidate will be assisted with obtaining proper identifications, as well as offering support to the
participant to obtain suitable accommodations or lodgings.
Overall Specific knowledge to gain:
The participant will gain a clear overview of the organization’s operations, clientele and niche in the marketplace. They will also learn the scope of the organization’s activities, the history organizational mission and objectives, as well as the significance of the division and departments and its responsibilities in the success of the organization.
The participant will also broaden the Food & Beverage skills by moving into the following areas:
1) Restaurant Operations
The participant will be assigned guided and mentored training activities related to the Restaurant Operations to enable them to learn the organizational structure, policies and procedures in place for the operation and management of a U.S. based fine dining establishment.
Specific goals and objectives:
- The participant will learn responsibilities, standards and policies that are implemented in the operation of a successful restaurant outlet providing for the interns an understanding of various team members and the role they play to meet the companies objectives.
- The participant will be exposed to customer service and general American business practices that will allow the intern to comprehend the reason behind common business practices utilized by thecompany to be successful.
- Initially, the participant will develop basic host/hostess and wait-staff skills after completing a basic training course. These skills will be adapted through mentoring and, as the supervisor and intern become comfortable with the required skills, greater responsibility and independence will be offered.
- As the participant learns the basic flow of the restaurant and its service the program emphasis will expand to include more advanced operational knowledge, processes, policies such as inventory control, ordering, and expediter roles.
- During this phase the participant will be exposed to all front of house operational positions within the outlet including the host/hostess, a 2 week period, server in training, server and supervisor positions.
Specific knowledge to gain:
- Learn proper cash handling and cashiering procedures, mastering basic food service, learning host/hostess role, understand food expediter procedures, learn the proper use of point of sales system, learning proper table service, understand sales and up selling techniques, learn safety and sanitation procedures and compliance, master safety procedures and report safety hazards to supervisors for corrective action, inventory control, ordering procedures, organization and coordination with other key departments including stewarding, culinary and purchasing.
2) Banquet Department
The participant will be assigned hands on training activities related to the Banquet department and its functions to gain skills and knowledge of the host sites food and beverage operations.
Specific goals and objectives:
- The participant will learn the responsibilities, standards and policies that are implemented in the operation of a successful Banquet department.
- The candidate will gain an understanding of the functions of various team members and the role they play to meet the companies objectives.
- The participant will become familiar with the different banqueting options including banquets, meetings and coordination of coffee and lunch breaks for business functions.
- The participant will learn operational procedures, performance, and sanitation and safety standards for maintaining the banqueting department.
- As the participant learns the basic flow of banquet events, the training will expand to include an introduction to banquet set up, banquet technology, and event planning.
- The participant will learn how to inspect each function room prior to scheduled event whether room set up, menu and schedule of events conforms to the function sheet.
Specific knowledge to gain:
- Learn buffet style and station style service of social business functions, learn reception service style functions (usually "passed" hors d'oeuvre), learn formal sit down service for social and business functions, learn how to use BEOS (banquet event orders)/ setting rooms accordingly, understand room breakdown, - - - u- - understand set ups for VIP meals and meetings, learn how to setup buffets and special functions, understand the process for taking care of equipment (maintenance and repair).
- learn the use of spreadsheets, confirmations, bookings, scheduling and distributing information.
3) Room Service
The participant will be assigned guided and mentored training activities related to the
room service department to allow them to learn the organizational structure policies and procedures in place in the operation and management of U.S. based Room Service outlet.
Specific goals and objectives:
- To learn the responsibilities of all the positions in the room service department, as well as, underlying operational responsibilities and policies.
- Participants will serve a variety of roles, assisting with the delivery of food and beverage, the planning and delivery process for amenities, setting, operations, and breakdown of hospitality suites. - The candidate will learn how the room service department interacts with the other hotel departments such as the kitchen, housekeeping, and stewarding department to fulfill common goals. - As the participant learns the basic flow of the room service department and its services, the program emphasis will expand to include more advanced operational knowledge, processes, and policies such as inventory control, ordering and problem - solving of hospitality concerns.
- They will come to fully understand how the room service department is staffed and maintained.
- The candidate will learn the financial aspects of the Room Service and Food and Beverage department.
Specific knowledge to gain:
- Learn the role of an order taker, learn the planning processes for all delivery and recovery procedures, learn the overview of the room service department including anunderstanding of the financial aspects of the department.
- Learn the skills needed to oversee the delivery process, ensuring quick and efficient delivery of ordered items, develop interdepartmental
communication skills, formats and expectations.
- Understand how to service hospitality suite operations, the process for VIP amenities, guest services, hotel standards when entering guest rooms.
4) Supervisory Development
The participant will be assigned hands on training activities related to leadership and supervisory level responsibilities while being provided mentored learning opportunities.
Specific goals and objectives:
- The participant will learn the skills needed to supervisor and provide leadership guidance by objectives defined by the host company.
- The candidate will utilize the skills and knowledge covered in prior phases to be an effective supervisor.
- The participant will learn to effectively lead, train, coach, motivate, engage and provide feedback to staff and managers on a daily basis.
- The participant will ensure that the service standards, policies and procedures of the Food and Beverage outlet are being met by their assigned team.
Specific knowledge to gain:
- Leadership skills, handling customer complaints, operational training of new staff, performance evaluations, interdepartmental communication and cooperation, ensuring adherence to quality controls and safety standards.
- use of reports and information to make operational decisions.