Some interesting  facts about the Hotel Industry: 

Best Performance Systems’ Action Plan

 

Step 1 – Assessment, Customization of Training Course and Material

Each department will be evaluated as an independent business unit, and will have a customized program, specific to their tasks, workstations and equipment, as well as morale and worker attitudes.

• On-site for 2 to 4 days:
1. Identify all risk factors, their root causes and develop plan to eliminate them.
2. Conduct a comprehensive evaluation of the Departments. Evaluate all job tasks; assess Team Members’ work habits and physical behavior, tools and equipment, procedures and ergonomic conditions and review the injury history of the past 24 months.
3. Distribute anonymous Team Member surveys.
4. Conduct selected interviews to solicit Team Members, Supervisors, and Management ideas for improving safety and efficiency and to uncover hidden problems. Asking for Team Members feedback, and using their ideas, giving public credit and celebration begins the Behavior Modification process. Team Members and their ideas are shown respect, which will motivate them to be open and receptive to learning and applying new techniques, building new habits and sharing their good ideas to improve safety and efficiency.

• Next 14 Business Days:

1. Customize the training curriculum including written materials in English and Spanish when needed. All will be approved by management.
2. Coordinate with management to produce a flexible training schedule.

Step 2 – Training Phase

Supervisor Training Classes (Classes are 6 hours: Up to ten Supervisors per class)

Once trained, supervisors are required to invest 3-10 minutes total per day.  Supervisors learn:

1. Step-by-step skills to motivate and lead their staff to work safely and efficiently.
2. Leadership and team building skills to promote and support a positive attitude in their staff towards the Hotel, their jobs and correct safety procedures.
3. Correct body mechanics: adjusting the equipment and tools to the task and the worker, ergonomics and physical stress reducing techniques for all job tasks.
4. To recognize and reward safe and efficient behavior and to re-direct at-risk behavior on a daily basis, with little or no effort. Supervisors keep the safety culture alive!  The Kudos program described later in this proposal gives the most successful option for supervisors to influence the workers to use only good habits.

Front-Line Team Members Training Classes  

(Classes are 4 hours: Minimum of 15/maximum of 20 Team Members)

• MOTIVATION

Our Behavior Modification based method of teaching motivates your staff to want to learn new skills and develop correct habits, even those workers that have been stubborn and on the job for 20 years. Not only will they embrace new habits in the training room, but on a daily basis for years when working as well as when performing physical activities in their personal life.

• STRESS REDUCTION

They will learn a series of 5-second stretches to be used throughout their day, done while working, when on break, and outside of work.  They will do them because the stretches bring instant gratification… they actually feel better.

As they continue to experience less tension, fatigue and discomfort, they will feel so much better that they will do the stretches more often on their own.

• CHANGE THEIR HABITS

People do not change their habits by being told or shown what to do. We will have every individual change to more efficient habits by experiencing an easier and more efficient way of performing their tasks. Workers experience what to do and how to do it by going through an obstacle course simulating each job task using their tools and equipment.  Behavior modification training has them choose to use the new techniques, instead of being told to use a new technique.

• AGING WORKFORCE

This is a universal concern these days in the hotel industry. We address it by motivating and influencing all, especially the aging Team Members, to apply basic concepts such as proper hydration, maintaining stable blood sugar, stretching and conditioning at work.

Positive Reinforcement Reminder & Rewards Programs

The foundation of our reminder program includes, but is not limited to:

• Pre-shift Meeting 30-second interactive mini-training: Each day Supervisors and Team members review one specific skill. We prefer this to occur on a daily basis, but it will still be highly effective one or two times per week. Each department will receive a binder with the 30-second reminders.
• The Kudos Cards Rewards Program: Supervisors reward their employees with a Kudos Card each time they “catch” them using good work habits. If Supervisors have to “redirect” employees using inefficient work habits, they then reward them for being receptive to suggestions and trying harder. It is fast – and the benefits are immense.

Kudos Cards are turned in at the end of each month to be entered into a monthly raffle. We consult with our clients to develop a series of prizes that not only benefit the employees but their families as well, a key to enhancing a positive work culture.

• Observation Report Cards (ORC): This voluntary program gives workers the opportunity to be rewarded for promoting correct work behavior in other workers as well as noting conditions that need to be corrected in the environment and equipment. This tool promotes a team attitude within the Hotel culture.
• Management has a simple system (with our Kudos and ORC rewards program) to keep track of participation which empowers them to guarantee company-wide participation. 

Step 3 – Integration Phase

The Integration Phase is the necessary component for the program to be successful. This is a significant contributory reason Best Performance Systems uniquely has a 100% success rate.

The initial trainings motivate and educate the workers and supervisors. The new learned skills are not yet habitual and it is human nature that what is not consistently applied is soon forgotten. If all levels of your staff do not remember and apply the skills, the training is a waste of your time and resources.

In the 3 months Integration Phase, Best Performance Systems works with the company, stimulating all staff members in many ways to use the safe and efficient skills, to apply the reminder and reward systems …until they become a habit. It will be effectively applied daily and for years.

The Best Performance Systems program is customized to each company. This phase has basic components, but includes an evaluation of the evolving culture and responds to what is going on in the company.

Basic components of the Integration phase:

• 1-2 one hour meetings with supervisors per month for additional skills and assist with challenges in Ergonomics, employee technique and influencing workers to embrace new and efficient techniques. (Delegating, motivating, positive communication, coaching, Team Building, Accident investigation, sparking creativity and more)
• Supervisors learn to deliver 30 second pre-shift mini trainings. Delivered 1-5 times per week, each is an interactive reminder of some aspect of the training the workers received. Best Performance Systems assists the supervisor staff to get them confident and competent in the delivery.
• Meet with Supervisors to enhance ability to recognize the activities and situations to reward with a Kudos card
• Meet with workers in pre-shift meetings and on the production floor to get their ideas, complaints and suggestions. Take these and the list from the workshops and meet with management to prioritize and take action on several worker generated ideas. Once done, celebrate the workers whose ideas are used. Best Performance Systems influences your entire staff to be proactive at making positive changes in “their” workplace.
• Attend first 2-3 safety raffles and assist management to maximize the opportunity to train and influence efficiency.
• Best Performance Systems actively works with staff to develop “Ergo Teams”:  2-4 workers with problems or complaints are assisted by a supervisor and several peers to correct technique, ergonomics and apply stretch to eliminate physical stress.