Reference Documents - MCU24-0115 [As Published]

9. Staff Training and Development

Comprehensive staff training and development are essential to ensure that all team members
are equipped with the skills, knowledge, and competencies required to operate the hotel safely,
efficiently, and in compliance with regulations. The following training programs and
development strategies are designed to support staff in maintaining high operational standards
and delivering quality service.

a) Induction Training Program

   •   Overview and Objectives:

           o   All new staff members will undergo a comprehensive induction program during
               their first week of employment. This program will cover key operational aspects
               of the hotel, including customer service expectations, safety protocols, and
               regulatory compliance requirements.

           o   The objective of the induction program is to familiarize new employees with the
               hotel’s policies, culture, and their specific roles and responsibilities, ensuring a
               smooth integration into the team.

   •   Modules Covered:

           o   Responsible Service of Alcohol (RSA): Mandatory training for all staff involved
               in the service of alcohol. This module covers identification of intoxicated
               patrons, refusal of service procedures, and techniques for managing difficult
               situations.

           o   Fire Safety and Evacuation Procedures: All staff will be trained in the hotel’s
               fire safety plan, including the use of fire extinguishers, evacuation routes, and
               assembly points. Fire drills and scenario-based exercises will be conducted to
               ensure staff are prepared for emergencies.

           o   Customer Service Standards: Training on maintaining a professional and
               courteous approach when interacting with patrons, handling complaints, and
               delivering high-quality service to enhance customer satisfaction.

           o   Workplace Health and Safety (WHS): Staff will learn about WHS requirements,
               including safe food handling practices, personal protective equipment (PPE)
               usage, and hazard identification and reporting procedures.

b) Ongoing Training and Certification

   •   Refresher Training Programs:

           o   Refresher courses will be conducted biannually to keep all staff updated on
               critical areas such as RSA, fire safety, and first aid. These sessions will include
               practical exercises and assessments to ensure knowledge retention and
               competency.

           o   All training records will be documented and maintained, with compliance
               checks performed monthly to verify that all staff have current certifications.

   •   Specialized Training for Key Roles:

           o   Staff in specialized roles, such as security personnel, kitchen staff, and
               management, will receive additional training tailored to their responsibilities:

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