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Presented by: Laura McNerney, Hospitality Resource Group, Inc. Pat Rajala, Literacy Volunteers of Westchester/Rockland Inc.
Presented by:Laura McNerney, Hospitality Resource Group, Inc.
Pat Rajala, Literacy Volunteers of Westchester/Rockland Inc.
Our company backgroundso Hospitality Resource Group, Inc. – Training Contractor
• Strategic Training Solutions - Learning and Development company with niche in hospitality industry• Consulting, Leadership Development, Management Skills,
Sales, Customer Service, ESL, Strategic Planning, Teambuilding
o Literacy Volunteers of Westchester/Rockland - ESL Partner• Serves 750 plus students per year• Largest affiliate of the Literacy New York Network in NY state• Developed “US Civics for Immigrants: from Native Language to
English Literacy” federally funded curriculum – LVWRC has trained over 250 adult education teachers to deliver this curriculum
January – March, 2010, June – August, 2010 o ARRA (American Relief and Recovery Act) via Westchester/Putnam One
Stop
February – April, 2011, May – July, 2011 o WIA (Workforce Investment Act) via Westchester/Putnam One Stop and
allocated to industry sectors (Hospitality, Technology, Green, Banking and Finance, Healthcare)
Application processo Board/sector identify training needso RFP response and ratingo Recommendation approved by boardo Contract executiono Resolution by Westchester County Board of Acquisition and Contracts
Recruitment of hotel properties o Marketing reach via e-blast, program flyerso One-on-one meetings with hotel Human Resources and/or
property General Managerso Westchester Hotel Association
Program review via property meetings with Human Resources and key management staffo Program/curriculum reviewo Discussion of individual property needso Responsibilities and accountabilities for property and
contractor
Responsibilities of HRG and LVWRCo Program developmento Relationship management o Facilitation o Follow-up o Reporting
Responsibilities of hotelso Proof of employment and wageso Attendance sheetso Letter of commitment – 50% contributiono Required Sector membershipo Participant registrations with County
Identification of experienced ESOL teachers with experience working in vocational ESOL settings
Specific teacher training/background:o ESOL certifiedo Hospitality industry training for ESOL teachers by HRGo Teachers trained in “US Civics for Immigrants” curriculum
Hotel curriculum development meetings
Ongoing communication among property, HRG and LVWRC senior staff
Monthly teacher debrief meetings on status of each hotelo Student levelso Supervisory inputo Challenges – weather, business levels, attendance
The VESOL program is a work-place oriented curriculum designed to meet the specific needs of the hotel industry. The following is a sample of some of the topic matter covered in the 12 week curriculum. The curriculum was further developed to include language and requirements specific to each participating hotel.
Week One – Orientationo Class structure and rules
Week Two – Introductionso Exchanging personal and work information
Week Three – Working with the basicso Pronunciation, numbers, days of the week, etc.
Week Four – Reading a scheduleo Reading a schedule, vacations, forms
Week Five – Working safelyo Health precautions, accident prevention
Week Six – Dealing with emergency situations at worko Hotel policies, correct responses, sudden illnesses/accidents
Week Seven – Speaking with supervisorso Questions, clarifications, avoiding miscommunication
Week Eight – Issues of time and placeo Directions inside and outside hotel, identifying days and times
Week Nine – Communicating with co-workers and guestso Hotel specific language, hospitality standards
Week Ten – Using the telephoneo Taking messages, getting correct information, phone etiquette
Week Eleven – Dealing with guest concernso Communicating guest issues/concerns to appropriate hotel contact
Week Twelve – Responding to complaintso Hotel policies, taking responsibility for complaint resolution
Graduationo Certificates and celebration with senior management
Pre and post testing using NYSED and DOL approved Best Plus test of English speaking skills
Multi-level class with emphasis on lower level learners
Audience – Housekeeping, Kitchen, Engineering, Building and Grounds
Backgrounds – Hispanic, Haitian/Creole, Vietnamese, Polish
40 hours classroom instruction including testing
2 days per week, 1.5 – 2 hours per session
Flexible scheduling around hotel needs
Mandated use of Best Plus pre and post-test Documentation of pre-test, post-test, number of hours of
instruction to State Ed. Wage and hour documentation Sector partnership agreements Letters of Commitment Final reports to hotel management Attendance forms Participant registrations Monthly invoicing Quarterly summary
Over 275 students trained at eleven hotel locations Over 880 of on-site training Approximately 75% advanced one or more levels on Best Plus post
test (NYSED target outcome rate is 46%) Student Promotions – examples include:
o Dishwasher to Front-Line Cooko Housekeeper to Engineero Housekeeper to PBX Operatoro Room Attendant to Housekeeping Floor Supervisoro Steward to Line Cook
ESL Training recognition in the State of the County address Breakfast recognition program for key success stories Intangibles – increased confidence, enhanced self esteem,
learning carrying into home environment
October 2011 via WIA Fundingo Management and Supervisory Training
• 9 Individual property trainings and 2 regional trainings• Effective Communication and Accountability, Coaching,
Counseling and Conflict Resolution, Time Mastery, Management DiSC, Negotiation Skills
November/December via WIA Fundingo Strategic Planning for Hospitality Sectoro Management and Supervisory Training
January – June via WIA Fundingo ESL Trainingo Management and Supervisory Training (continued)
Questions?For more information, please contact:
Laura McNerney, PresidentHospitality Resource Group, Inc.
237 Mamaroneck Avenue, Suite 201White Plains, NY 10605
(914)[email protected]
