• Vienna House Academy •
training catalogue
The best is to invest in people!
Hospitality works best when you have the possibility to develop to your full potential as great hosts - that is why we put a lot of effort in your training. The Vienna House Academy offers a full-scale, high-quality training and professional development plan that allows you to develop your long-term career prospects with Vienna House. Every training unit is specifically designed to support our touchpoints and values in order to exceed the expectations of guests. The only thing you need is the eagerness to learn, the willingness to use the gained knowledge and the enthusiasm to share it. To ensure the best practical transfer, a variety of different training methods fitting to your needs and competences is offered. It is important to reflect on your activities and competences after each training in order to obtain the required changes. Through consistent methods and follow-up on learnings, a sustainable transition from knowledge to concrete behaviour is secured. We are happy to support your personal development in order to grow as Vienna House! Best regards,
Rupert Simoner Martin Ykema CEO COO
• OVERVIEW •
The variety of training units is especially focusing on WHO we are and HOW we create moments of joy for our guests as great hosts. In addition to the classical training offer we keep an eye on reliable „On-the-Job“ training sessions to cover your operational needs as best as possible.
FOCUS ON: •• Brand awareness and Vienna House Roadmap •• Trainings for executives and HOD‘s incl. pre- and post work •• On-the-Job training •• Trainings for Specialists •• Training videos & webinars
NEWCOMER TRAINING
TRAINING ON DEMAND
The NEWCOMER training is the starting point of development for every new employee of Vienna House and mandatory. It is organised within the House Warming process.
Various new positions and specialist roles have been established in the hotel industry due to ongoing development of technology, higher guest expectations and strong competition.
BASIC TRAINING This is the foundation of the training initiatives and developed to the needs of the hotel operation in order to follow the Roadmap. For each target group there are minimum 3 training units available. It is recommended to participate in minimum 2 training units yearly.
In addition and depending on the department, you can choose of a variety of technical training units ON DEMAND preparing you for rapid changes in the industry and enable ongoing development by providing new skills.
ADDITIONAL TOOLS
Tools such as training videos, webinars, Best Practice Days, Mini Training and Training On the Job complete the Vienna House training offer.
• TAILOR MADE DEVELOPMENT • Training at Vienna House supports each employee to let him or her shine. Each participant, from line staff to manager, gets tailor-made training sessions to fulfill the desired guest experience. The training supports those who want to grow and refine their skills in order to take the next career step.
#newcomers
#hosts
The training is designed from the perspective of our employees – taking into consideration what they need to reach their set targets and to gain valuable new techniques for their daily work.
This sequence of training is designed for all new employees within the Vienna House family, but also for those who want to brush up the basic skills needed to enable the desired guest experience at Vienna House.
For all who are already part of our family and want to take the next step on their career path. These training activities are designed to improve individual skills.
#leaders
#executives
#apprentices
Managing and leading according to our leadership requires a variety of skills and competences. These training activities are designed for all who are new in a leadership position.
Optimal leadership is essential to navigate others and ourselves along the Roadmap of Vienna House. With these training sessions our executive leaders will get optimal support.
Be part of the Vienna House family, get to know the values and learn how to shine and how to take initiative through various individual training units.
HOST NEWCOMER
I FEEL TAKEN CARE OF Explore the House
BE YOU Power of communication
I‘M SURPRISED Delight your guests
GUEST EXPERIENCE Be a great host
YOU CAN SHINE Better with WHY
IT‘S EASY FOR ME Understanding guest`variety
LEADER
SETTING UP FOR SUCCESS Take the lead
OPTIMAL LEADERSHIP Keep the lead
COACHING Coach, empower, delegate
EXECUTIVE
BASIC TRAINING UNITS
COACHING 1:1 Communication
ENTREPRENEURIAL Business planning & budgeting
EXPLORATIVE Presentation skills
OPTIMAL LEADERSHIP Find your WHY as a leader
TRAIN THE TRAINER
TRAIN THE TRAINER Refresher
HIRING FOR SUCCESS
PRAGMATIC Employee Journey Gudiance
B.I. TOOL Beginner / Fresh Up
TAKE INITIATIVE Upselling & active sales F&B
CRS/ PMS Basics
CRS/ PMS Advanced
HMS
PERFECT RESERVATION CALL
TAKE INITIATIVE Upselling & active sales at F.O.
REVENUE Basics/ Advanced Experts/ Conv. Sales
SALES A Telemarketing
SALES B Personal selling
SALES C Negotiation skills
MICE Advanced
MICE Audit & Coaching
ONLINE
F&B
CHEFS CAMP
RESERVATION F.O./ REVENUE
FOCUS ON OUTCOME Grow through conflict
SALES
SHARE YOUR TALENT Manage yourself and grow
MICE/ BQ
TRAINER
GENERAL
TRAINING ON DEMAND*
E-COMMERCE
SOCIAL MEDIA
SALES D Sales personality
„ATOSS“ Workforce planning software
SALES FOR LEADERS Leadership & coaching
Newcomer
TRAINING SESSIONS: I FEEL TAKEN CARE OF Explore the House
BE YOU Power of communication
I‘M SURPRISED Delight your guests
WHO:
for all new employees starting at Vienna House
HOW:
trained in your local language
WHEN: within the first 3 months - all 3 training units are mandatory WHERE: on property or regional
Newcomer - Basic Training • I FEEL TAKEN CARE OF •
• BE YOU •
Explore our House
Power of communication
ay
1/2 d
ay
1/2 d
This training session will introduce the Vienna House brand story to all our newcomers. You will find out all about Vienna House.
Authenticity has a strong influence on the optimal staff behaviour and on the way we communicate with each other.
GOALS
GOALS
•• Understanding the Vienna House core values and the brand story
•• Understand the basic principles of communication
•• Learning of the usage of the guest journey and the employee journey
•• Learn how to be authentic in a professional way
it to Easy to co mm ouse spirit the Vienna H
CONTENT
•• Know and behave according to our communication guidelines •• Contribute to the optimal working climate through effective communication
fo undation Building the rf ec t host to ac t as a pe
•• Meet and greet •• What‘ s important to us: Why, Who, How, What
CONTENT
•• How do we work together the Companion and the Roadmap
•• Basic principles of communication
•• Usage of the Touchpoint Guide explanation of basics & gamechangers •• The Guest Journey & Employee Journey •• Incl. site inspection at the hotel •• Corporate Office workshops offering to get to know each department •• Sustainability
•• Feedback rules for criticism and praise •• How to be authentic in a professional way •• Communication boosters: body language, active listening, positive language •• Our communication guidelines in practice: proactive behaviour
Newcomer - Basic Training • I’ M SURPRISED • Delight your guests 1 day
Learn how you can positively surprise guests by being a perfect host and by using game changers to create the „wow effect“.
GOALS •• Get to know the little things that will delight every guest •• Create “wow effects” on a daily basis •• Basics and gamechangers in regard to complaint handling
rprise guests & Learn ho w to su ly mplaints proper ho w to handle co
CONTENT •• How to delight guests in the middle of the daily routines •• The 5 Basics of proactive behaviour •• How to prevent complaints •• 5 steps to handle complaints •• Exercises and role plays
Hosts
TRAINING SESSIONS: GUEST EXPERIENCE
YOU CAN SHINE
IT‘S EASY FOR ME
How to be a great host
Better with WHY
Understanding guest‘ variety
WHO:
for all hosts of Vienna House and those who want to take the next career step
HOW:
trained in your local language
WHERE: on property or regional
Hosts - Basic Training • GUEST EXPERIENCE •
• YOU CAN SHINE •
How to be a great host
Better with WHY
1 day
1 day
Put yourself in guests shoes and learn how to be a great host to foster enjoyment and to surprise our guests based on the roadmap.
Revitalize your self-motivation and inner resources to foster your ability to please guests, colleagues and yourself everyday.
GOALS
GOALS
•• Learn more about creating an emotional connection with the guest
•• Stay self-motivated and enthusiastic on your employee journey
•• Be a master of verbal and non-verbal communication
•• Find your personal WHY, your own values and what makes you happy
•• To raise passion & positive thinking within your team and building your self esteem
•• Foster your ability of self-motivation
•• Learn to be brave and encouraged to create opportunities to shine everday •• Being a real Game Changer
ideas to Take initiativ e & share erience exp achiev e a desired guest
•• Be a master of positive thinking and communication •• Learn more about stress management techniques
arts w ith orking day st A fulf illed w w e do Y w e do w hat know ing WH
CONTENT
CONTENT
•• Gain self motivation and show your strenghts constantly
•• Reach excellence and be proud of yourself and your job
•• The emotional Player Toolbox – act friendly and in a professional manner
•• Discover your own inner resources to keep you enthusiastic and full of energy
•• From ordinary to surprising
•• Self-motivation techniques
•• Discover who you are, change fear into positive energy with practical exercises
•• New tips for positive thinking and communication
•• Surprise your guests and create moments of joy
•• Tools to increase the stress resistance and finding the own optimal stress level
Hosts - Basic Training • IT’S EASY FOR ME • Understanding guest‘ variety 1 day
„We live our diversity and have a customer centric vision“ explains HOW we work at Vienna House. This training helps you to put this into practice.
GOALS •• Importance of cultural awareness •• Accept diversity as part of hospitality •• Reach a higher degree of cultural awareness
to work! put dive rsity L earn ho w to
CONTENT •• Definition of culture and diversity •• How to live our diversity •• How to show cultural awareness in the hospitality industry •• Dealing with the complexity of variety •• Do‘s and Dont‘s for different cultures
Leaders
TRAINING SESSIONS: SETTING UP FOR SUCCESS Taking the lead
OPTIMAL LEADERSHIP Keep the lead
COACHING Coach, empower and delegate
WHO:
for all who lead a team or get started to do so
HOW:
in local language or in English - 1 or 2 days
WHERE: on property or regional
OPTIMAL LEADERSHIP Find your WHY as a leader
Leaders - Basic Training • SETTING UP FOR SUCCESS • Take the lead
• OPTIMAL LEADERSHIP • Keep the lead
1 day
Optimal leadership lays the foundation for the optimal working climate. This training will show you how to apply optimal leadership!
GOALS
s
2 day
Successful leadership simply consists of achieving daily challenges within your team and working life. Take the opportunity to enlarge your interpersonal skills as a leader and also your understanding of operating figures.
•• Same understanding of optimal leadership at each Vienna House
GOALS
•• The importance of attitude and leading by example
•• Refresh of key leadership tools – setting goals, giving feedback, development, motivation and delegation
•• Building employee engangement and setting your team up for success •• Identify motivation factors and tools to increase team motivation
ev ery Suppo rt fo r tment Head of Depar
CONTENT •• What is optimal leadership? •• Management versus leadership •• Reflect your own way of leading a team •• Key principles of leadership and how to build employee engagement •• How to build positive & high performing teams •• Secret & power of non-financial motivation •• How to motivate your team on an everyday basis
•• Importance of empowerment and coaching •• Build innovative, energetic & exciting teams •• Get the big picture in the specific area of finance
ills and leadership sk Enhance yo ur sense trepreneurial w iden yo ur en
CONTENT •• Reflect your way of using key leadership tools •• Powerful and easy tips how to motivate your employees on an everyday basis •• How to build emotionally intelligent teams and generate team synergy •• Leader as a coach and enhancing your coaching skills •• Budgeting, forecasting, key data‘s
Leaders - Basic Training • OPTIMAL LEADERSHIP •
• COACHING •
Find your WHY as a leader
Coach, empower and delegate
1 day
s
2 day
Coaching is the new approach for leading a team. The goal is to empower your team members and give them space to find their own solutions.
Knowing your WHY as a leader means having a clear purpose, and this makes you, your team and business more successful and appealing on a long term basis. In successful organisations, great leaders create environments in which people naturally work together to do remarkable things.
GOALS
GOALS
•• Reflect on your way of leadership
•• Stay self-motivated, focused & authentic
•• Learn about the attitude that is needed for coaching
•• Understand the importance of finding your WHY as a leader
•• Establish a feedback culture
•• A clear WHY improves team work
•• Apply coaching methods in the right situation
•• Create highly effective and motivated teams and inspire others
hing the art of coac Get to know y work in yo ur dail and apply it
e othe rs to tions inspir “If yo ur ac do mor e le ar n mor e, e, or m am re d are a leader.” e more, yo u and to beco m Sinek Simon
CONTENT
CONTENT
•• Situational leadership and coaching
•• Looking to your past by using outside perspective
•• The goal of empowerment: responsibility and accountability •• How to use the technique of coaching to reach this goal •• The sequences of a coaching session •• The methods •• Role plays to practice
•• Be aware and use your strengths as a leader •• Share your WHY and inspire your team •• Understand why some teams pull together and others not •• Create a „Circle of Safety“ - security inside and challenges outside •• Speak less and listen more •• Use the magic of team empowerment •• Basics of EPIC Leadership
Executives
TRAINING SESSIONS: COACHING 1:1 communication
ENTREPRENEURIAL Business plan & budget
EXPLORATIVE Presentation skills
WHO:
for General Managers and Resident Managers
HOW:
in English; organised by the Vienna House Academy
WHERE: in one of our predefined training locations
Executives - Basic Training • COACHING • 1:1 communiaction s 2 day
Find out more about your own personality! This will set the ground for using the powerful technique of coaching successfully!
GOALS •• Learn about the different types of personality •• The different styles of communication •• Empowerment of your team through adequate communication •• Implementing the power of coaching
of coac hing ed to the art uc od tr in et G
CONTENT •• Personal leadership check •• Analysis of different styles of communication •• How to match your 1:1 communication to the different types of personalities •• How to use the technique of coaching •• Role playing to practice coaching
Executives - Basic Training • ENTREPRENEURIAL •
• EXPLORATIVE •
Business plan & budget
Presentation skills 1 day
1 day
Get the ability to formulate, evaluate, and execute competitive strategies in order to succeed in the rapidly changing hospitality industry.
This course will help you to improve your presentation skills in a really short time. In the training you will use a lot of videos from different talks to illustrate each of the principles and reflect for yourself.
GOALS
GOALS
•• Create a clear strategic plan for 2020
•• Develop presentation skills
•• Strengthen your knowledge on business planning
•• Structure presentation for maximal impact
•• Develop a holistic plan incl. SMART goals
et annual budg O ptimize yo ur s plan and busines
•• Inspire and influence
to pics se lf and yo ur Present yo ur onal way in a prof essi
CONTENT
CONTENT
•• Business management
•• Use engaging content in presentation setting: visuals or analogism stories
•• How to define a clear strategy •• How to analyze your market and the SWOT efficiently in order to set your hotel up for success •• Business planning & budgeting •• Developing financial forecasting
•• Improve the verbal communication •• Improve the non-verbal communication
Apprentices
TRAINING SESSIONS: YOUNGSTAR DAYS
NEWCOMER TRAINING
WHO:
for all apprentices
HOW:
in your local language or English
WHERE: on property or regional
HOST TRAINING
Training for apprentices Apprentices who start their very first career at Vienna House get a full variety of additional training in order to learn for their future work and to get all necessary tools and techniques. The objective is to become the perfect host and to turn guests into raving fans. Together with their Head of Department, an indivdual plan for additional training can be set up. They additionally join all newcomer and host traing units.
• YOUNGSTAR • DAYS Get together of all apprentices and students to learn more about their strenghts and future opportunities at Vienna House. out yo ur Find out ab unities at future oppo rt ! Vienna House
TRAINING GOALS •• Share your talent •• What am I really good at? •• Building a community •• Career possibililties at Vienna House •• Touchpoint challenge
Training on demand
WHO:
for Hosts, Leaders and Executives at F&B, Sales, Front Office, Reservation, Revenue, E-Commerce, HR, MICE & BQ
HOW:
local language or English; organised by Corporate Office
WHERE: in one of our predefined training locations
Training on demand Various new positions and specialist roles have been established in our industry due to the ongoing development of technology, higher guest expectations and strong competition.
GENERAL
FOCUS ON OUTCOME Grow through conflict
TRAINER
TRAIN THE TRAINER
TRAIN THE TRAINER REFRESHER
F&B
CHEFs CAMP
TAKE INITIATIVE Upselling & active sales F&B
CRS/ PMS Basics
CRS/ PMS Advanced
HMS
PERFECTION Reservation Call
TAKE INITIATIVE Upselling & active sales at F.O.
REVENUE Basics/ Advanced Experts/ Conv. Sales
SALES A Telemarketing
SALES B Personal selling
SALES C Negotiation skills
MICE/ BQ
MICE Advanced
MICE Audit & coaching
E-COMMERCE
SOCIAL MEDIA
SALES
RESERVATION F.O./ REVENUE
SHARE YOUR TALENT Manage yourself and grow
ONLINE
On top of the BASIC training you can choose of a variety of technical training units ON DEMAND for each department that will prepare you for rapid changes in the industry and enable ongoing development by providing technical skills. PRAGMATIC
HIRING FOR SUCCESS
Employee Journey
„ATOSS“ Workforce planning software
y fo r d a e r G et es in g n e l ! c hal ust ry new d n i tel the ho
B.I. TOOL Beginner / Advanced
SALES D Sales personality
SALES FOR LEADERS Leadership & coaching
Best Practice Days
riences! Share yo ur e xpe The Best Practice Days will set you up for success by sharing best practice examples, finding out about new trends and having the possibility to exchange your experiences with your colleagues. They are organised by the Corporate Office and take place once a year for each department in one of our predefined training locations.
For sure, you will get to know a lot of new experiences but as well have a fun time with your colleagues.
Other training tools
Fine tuning f o r yo ur s kills! TRAINING VIDEOS AND WEBINARS …and action! The Vienna House Academy proudly presents touchpoint training videos for several departments created by colleagues for colleagues. Refine your skills in Housekeeping, Reservation Calls, Check-In, Check-Out, In-House Chat, Breakfast and Bar Experience. Watch the tutorials on Sharepoint! Have fun exploring a different way of training! Webinars or virtual classrooms are a quick support for you for various topics (for example on staff motivation, HACCP, What does the „Z“
generation look like? Revenue Management F&B). Simply log in to one of these webinars with your computer or mobile device and receive a short training course. Check out our quaterly training calender for themes and dates.
MINI TRAINING UNITS Mini Training units are designed as quick training on the job and presented by the in-house trainer. It takes only 15-30 minutes to get an overview about topics such as: booking experience, check-in, rooming, welcome back services, upselling and many others. With the Mini Trainings you will gain
new information about these touchpoints. Designed according to the guest journey, there are 32 mini training units explained in the Touchpoint Guide.
TRAINING ON THE JOB If any additional know-how is needed in a team or hotel, special On-the-Job training sessions can be organised individually by the Vienna House Academy.
• DETAILS AND INFORMATION •
An overview of all training sessions will be released in the Touchpoint Guide on a quarterly basis. Define with your Head of department which training is relevant for your further development. Register by sending your name and position to your regional trainer or to: academy.corporate@viennahouse.com The registration is open until 2 weeks prior to the training on a “first come - first serve“ basis to a minimum of 6
participants per training unit. You will receive a confirmation as soon as your participation is guaranteed. After confirmation, your registration is binding. In case of cancellation within 2 weeks before training start a cancellation fee will be charged to your hotel. Travel expenses are covered by the hotel. Each participant has to arrange the travel individually. Accommodation will be paid upon check-out by each participant and afterwards refunded by his/her employer.
For any questions concerning the content, handling or target groups for a training course, please, simply contact the Human Resources Team of the Corporate Office. Enjoy the variety of training offered by Vienna House! Contact: academy.corporate@ viennahouse.com +43 1 333 73 73 33 www.viennahouse.com/en/ career/develop.html