• Vienna House Academy •
Training catalogue 2018
Our investment 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 programme is specifically designed to support our touchpoints and values in order to exceed the expectations of our guests, our organisation and our employees. The only thing you need is the eagerness to learn, the willingness to use the gained knowledge and the enthusiasm to share it. You will find yourself working on concrete examples in each training with the objective of widening your knowledge and capabilities. To ensure the best possible 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
• TRAINING OVERVIEW • WHAT’S NEW IN 2018? The year 2018 stands for the Vienna House Brand Journey and our defined Road Map. The Training Plan 2018 is especially focusing on WHO we are and HOW we create moments of joy for our guests as great hosts. Additional to our classical training offer we are keeping an eye on reliable „Onthe-Job“ training sessions to cover your operational needs as best as possible.
NEWCOMER TRAINING
SPECIALIST TRAINING
•• Trainings for Executives and HOD‘s incl. Pre- and Post Work
The NEWCOMER training is the starting point of development for every new employee of Vienna House and mandatory. It will be organised within the House Warming process.
•• On-the-Job in house trainings
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.
BASIC TRAINING
WE FOCUS ON: •• Brand awareness & Vienna House Roadmap
•• Trainings for Specialists •• Micro-Learning: new courses every 2 months •• Sustainable setting of trainings
BASIC training forms the foundation for our training initiatives. They are developed to the needs of the hotel operation in order to follow our Roadmap. For each target group there are 3 - 4 basic training units available. It is recommended to participate in min. 2 training units per year. However, we don’t set a specific timeline, since we are aware, that everyone learns at a different speed.
Additional to the BASIC training and depending on the department you work for, you can choose of a variety of technical SPECIALIST training units that prepare you for rapid changes in the industry and enable ongoing development by providing technical skills.
ON TOP Training tools such as Micro Learning, Best Practice Days, Mini Training and Training On Demand such as On-the-job trainings complete the training initiatives offered in 2018.
• TAILOR MADE TRAININGS • Training at Vienna House supports each employee to let him or her shine. We provide each participant, from line staff to manager, with tailor-made training sessions to fulfil the desired guest experience. The trainings support those who want to grow and refine their skills in order to take the next career step. The training units are designed from the perspective of our employees – taking into consideration what they need to reach their set targets and gain valuable new techniques for their daily work.
newcomers This sequence of training is designed for all new employees in 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.
hosts 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.
executives apprentices
leaders Managing and leading according to our optimal 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 classes, we want to support our existing executive leaders.
Additional to the trainings that will assist apprentices to be part of the Vienna House family and get to know our values, they learn how to shine and how to take initiative through various individual training units.
t a s g n i n i a r t All a glance!
EXECUTIVE
LEADER
HOST
NEWCOMER
Basic Trainings I FEEL TAKEN CARE OF
BE YOU
Explore the House
Power of communication
I‘M SURPRISED How to delight guests
GUEST EXPERIENCE
SHARE YOUR TALENT
WE FOCUS ON OUTCOME
IT‘S EASY FOR ME
How to be a great host
Manage yourself & grow
Grow through conflict
Cultural awareness
OPTIMAL LEADERSHIP
PRAGMATIC
COACHING
Taking the lead
1:1 Conversation
Coach, empower, delegate
SETTING UP FOR SUCCESS
COACHING
Quality Future Lab
1:1 Communication
ENTREPRENEURIAL Business planning & budgeting
On Top Offer
OPTIMAL LEADERSHIP II TOUCHEXPLORATIVE
POINT MINI
Presentation skills
TRAINING
BEST PRACTICE DAYS
INHOUSE TRAINER
T.T.T REFRESHER
ART OF PRESENTATION
Bar Competition
CHEFs CAMP
PERFECT SERVE
VIENNA CLASSICS
CRS/ PMS
CRS/ PMS
PERFECTION
Basics
Advanced
B.I. TOOL Beginner / Advanced
SALES MICE/ BQ
RESERVATION
TRAIN THE TRAINER
F.O./ REVENUE
HIRING FOR SUCCESS
F&B
Specialist Trainings*
THE GREAT 5
Reservation Call
TAKE INITIATIVE Upselling & active sales at F.O.
SALES A
SALES B
SALES C
SALES D
SALES FOR LEADERS
Personal selling
Negotiation skills
The sales personality
Leadership & coaching
MICE
MICE Audit & coaching
TRAINING ON DEMAND
TAKE INITIATIVE Upselling & active sales F&B
Telemarketing
Advanced
MICRO LEARNING
REVENUE Basics/ Advanced Experts/ Convention Sales
* additional trainings tailored made for each department and specification
Newcomers
TOOLS FOR HOUSE WARMING AT VIENNA HOUSE: •• Companion and Boarding Pass with all necessary working materials •• Newcomer Feedback Talk •• Micro Learning •• Basic newcomer training units
TRAINING SESSIONS: I FEEL TAKEN CARE OF Explore the House
BE YOU Power of Communication
I‘M SURPRISED How to delight guests
WHO:
for all new employees starting at Vienna House
HOW:
within the House Warming process; trained in local language by a training manager
WHEN: within the first 3 months all 3 trainings are mandatory WHERE: on property or regional
Newcomers - Basic Training • I FEEL TAKEN CARE OF •
• BE YOU •
Explore our House
Power of Communication
ay 1/2 d
ay
1/2 d
This session will introduce the Vienna House brand story to all our newcomers. You will find out all about the company Vienna House.
Authenticity has a strong influence on the optimal staff behaviour and on the way we communicate with each other.
TRAINING GOALS
TRAINING GOALS
•• Understanding the Vienna House core values and the brand story
•• Understand the basic principles of communication
•• Learning the usage of the guest journey and the employee journey
•• Learn how to be authentic in a professional way
s r all newco mer makes it easy fo it. ir T he training na House sp d to the Vien to be co mmitte
•• Know and behave according to our communication guidelines
TRAINING CONTENT •• Meet and greet •• What‘ s important to us: Why, Who, How, What
•• Contribute to the optimal working climate through effective communication
d atio n il ds th e fo un bu g in in . T he t ra a pe rf ec t host mers to ac t as co ew N l al r fo
•• How do we work together the Companion and the Roadmap
TRAINING CONTENT
•• Usage of the Touchpoint Guide explanation of basics & gamechangers
•• Feedback rules for criticism and praise
•• Basic principles of communication
•• The Guest Journey & Employee Journey
•• How to be authentic in a professional way
•• Incl. site inspection at the hotel
•• Communication boosters: body language, active listening, positive language
•• Corporate Office workshops offering to get to know each department
•• Our communication guidelines in practice: proactive behaviour
Newcomers - Basic Training • I’ M SURPRISED • How to delight 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“.
TRAINING 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
se guests ow ho w to surpri Newcomers will kn operly. dle co mplaints pr and ho w to han
TRAINING 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 How to be a great host
SHARE YOUR TALENT Manage yourself & grow
WE FOCUS ON OUTCOME Grow through conflict
IT‘S EASY FOR ME Cultural awareness
WHO:
for all hosts of Vienna House and those who want to take the next career step
HOW:
trained in local language with a training manager
WHEN: min. 2 of the training sessions within a year WHERE: on property or regional
Hosts - Basic Training • GUEST EXPERIENCE •
• SHARE YOUR TALENT •
How to be a great host
Manage yourself and grow 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.
Setting priorities and developing your skills will make it easy to share your talent.
TRAINING GOALS
TRAINING GOALS
•• Learn more about creating an emotional connection with the guest
•• Get to know your own strenghts
•• Be a master of verbal and non verbal communication
•• Share your talent through setting priorities
•• To raise passion and positive thinking within your team and building yourself esteem •• Learn to be brave and encouraged to create opportunities to shine everday
•• Evaluate your skills and develop them
io rities, w hile yo u to set pr It w ill he lp the same time! ent tasks at er ff di g n li jugg
•• Being a real Game Changer
share ideas to Take initiativ e and est experience. achiev e the desired gu
TRAINING CONTENT •• Gain self motivation and show your strenghts constantly •• The emotional Player Toolbox – Act friendly and in a professional manner •• From ordinary to surprising •• Discover who you are, change fear into positive energy with practical exercises •• Surprise your guests and create moments of joy
TRAINING CONTENT •• Assess and reflect your skills and strengths •• How to improve your skills constantly •• How to share your skills with others •• Easy strategies to gain more time
Hosts - Basic Training • WE FOCUS ON OUTCOME •
• IT’S EASY FOR ME • Cultural Awareness
Creating win-win solutions 1 day
1 day
This training will enable you to deal with conflicts and to focus on the outcome instead of power struggling.
„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.
TRAINING GOALS
TRAINING GOALS
•• Focus on win-win solutions
•• Importance of cultural awareness
•• Understanding the dynamics of conflicts
•• Accept diversity as part of hospitality
•• Reflect on your preferred strategy on dealing with conflicts
•• Reach a higher degree of cultural awareness
•• Learn to switch between assertiveness and diplomacy
ts! g w ith co nflic way of dealin Reflect yo ur
TRAINING CONTENT •• What creates a conflict •• Signs of a conflict
easy fo r g w ill make it T his trainin rsity to work! yo u to put dive
TRAINING CONTENT •• Definition of culture end diversity •• How to live our diversity
•• Conflict Management Strategies
•• How to show cultural awareness in the hospitality industry
•• The Harvard Concept
•• Do‘s and Dont‘s for different cultures
•• Assertiveness versus Diplomacy •• Practical exercises for assertiveness •• Practical exercises for diplomacy
Leaders
TRAINING SESSIONS: OPTIMAL LEADERSHIP
PRAGMATIC
Taking the lead
1:1 conversation
COACHING Coach, empower, delegate
OPTIMAL LEADERSHIP II
WHO:
for all who lead a team or get started to do so
HOW:
in local language or in English 1 or 2 days with a training manager
WHEN: min. 2 training sessions within a year WHERE: on property or regional
Leaders - Basic Training • OPTIMAL LEADERSHIP • Taking the lead
• PRAGMATIC • 1:1 conversation
1 day
1 day
Optimal leadership lays the foundation for the optimal working climate. This training will show you how to apply optimal leadership!
The optimal working climate is strongly influenced by the way people communicate with each other. As a leader, you act as a landmark.
TRAINING GOALS
TRAINING GOALS
•• Same understanding of Optimal Leadership at each Vienna House
•• Know and implement all tools of our employee journey
•• The importance of attitude and leading by example
•• Act as a role model for feedback culture
•• Building employee engangement and setting your team up for success •• Identify motivation factors and tools to increase team motivation
Departments all Heads of Suppo rt fo r al leadership. to apply optim
•• Understand the principle of positive leadership
nve rsatio n to use 1:1 co w ho rn ea L ng climat e! optimal worki to fost er the
TRAINING CONTENT •• The principles of leadership
TRAINING CONTENT •• What is optimal Leadership at Vienna House? •• Management versus leadeship •• Reflect your own way of leading your team •• Key principles of leadership and how to build employee engagement •• How to build positive & high performing teams •• Secret and power of non-financial motivation •• How to motivate our employees on everyday basis
•• Compass talk •• Hiring for sucess •• Feedback talk 30-90 •• Setting smart goals •• Farewell talk
Leaders - Basic Training • COACHING •
• OPTIMAL LEADERSHIP II •
Coach, empower and delegate ys /2 11 da
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.
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.
TRAINING GOALS •• Reflect on your way of leadership
TRAINING GOALS
•• Learn about the attitude that is needed for coaching •• Establish a feedback culture
•• Refresh of key leadership tools – setting goals, giving feedback, development, motivation and delegation
•• Apply coaching methods in the right situation
•• Importance of empowerment and coaching •• Build innovative, energetic & exciting teams
hing & the art of coac to ed uc od tr Get in ur daily work. apply it in yo learn ho w to
TRAINING CONTENT
•• Get the big picture in the specific area of finance
ills and leadership sk Enhance yo ur sense. trepreneurial w iden yo ur en
•• Situational leadership and coaching
TRAINING CONTENT
•• The goal of empowerment: responsibility and accountability
•• Reflect your way of using key leaderhip tools
•• How to use the technique of coaching to reach this goal •• The sequences of a coaching session •• The methods •• Role plays to practice
•• Powerful and easy tips how to motivate our employees on 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
Executives
TRAINING SESSIONS: SETTING UP FOR SUCCESS Quality Future Lab
COACHING 1:1 Communication
ENTREPRENEURIAL Business Planning & Budgeting
WHO:
for General Managers and Resident Managers
HOW:
in English; organised by the Vienna House Academy
WHEN: min. 2 training sessions within a year WHERE: in one of our defined training locations
EXPLORATIVE Presentation skills
Executives - Basic Training • SETTING UP FOR SUCCESS •
• COACHING •
Quality Future Lab
1:1 Conversation
ys 1 da
s
2 day
1/2
Touchpoint management means setting concrete actions every day to implement the desired guest experience.
Find out more about your own personality! This will set the ground for using the powerful technique of coaching successfully!
TRAINING GOALS
TRAINING GOALS
•• Establishing Touchpoint Management
•• Learn about the differenttypes of personality
•• Breaking patterns
•• The different styles of communication
•• Reacting to the needs of your customers with innovative and quick solutions
•• Empowerment of your team through adequate communication
•• Design Thinking instead of Business Thinking
•• Implementing the power of coaching
•• Working together with your team
ess! team fo r succ S et up yo ur
of coac hing! ed to the art Get introduc
TRAINING CONTENT
TRAINING CONTENT
•• The elements of Design Thinking
•• Personal leadership check
•• How to spot a good idea
•• Analysis of different styles of
•• How to lead your team to creativity
•• communication
•• Step-by-step implementation of touchpoint management
•• How to match your 1:1 communication to the different types of personality
•• Your role as an executive leader in times of constant change
•• How to use the technique of coaching
•• Best practice examples
•• Role plays to practice coaching
Executives - Basic Training • ENTREPRENEURIAL • Business Planning & Budgeting
• EXPLORATIVE • Presentation skills 1 day
1 day
Get the ability to formulate, evaluate, and execute competitive strategies in order to suceed in the rapidly changing hospitality industry
TRAINING GOALS
This course will help you 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.
•• Create a clearer strategic plan for 2018
TRAINING GOALS
•• Strengthen your knowledge on business planning
•• Develop presentation skills
•• To develop a holistic plan incl. SMART goals
ual g yo ur ann fo r designin t or pp su et G e accurate. ess plan mor n si bu d an budget
•• Structure presentation for maximal impact •• Inspire and influence
in a d yo ur to pics
se lf an Present yo ur ay. w prof essional
TRAINING CONTENT
TRAINING CONTENT
•• Business management •• How to define a clear strategy
•• Use engaging content in presentation setting such as: visuals or anlogism stories
•• How to analyze your market and the SWOT efficiently to set the hotel up for success
•• Improve the non-verbal communication
•• Business planning & budgeting •• Developing financial projections
•• Improve the verbal communication
Specialist Training
WHO:
for hosts, leaders and executives at F&B, Sales, Front Office, Reservation,
Revenue, HR, MICE & BQ
HOW:
local language or English; organised by Corporate Office
WHERE: in one of our predefined training locations
Specialist Training 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.
RESERV.
F.O./ REV.
SALES MICE/ BQ
Get ready for new challenges in the hotel industry !
HIRING FOR SUCCESS
TRAIN THE TRAINER
T.T.T. REFRESHER
ART OF PRESENTATION
THE GREAT 5 Bar Competition
CHEFs CAMP
VIENNA CLASSICS
TAKE INITIATIVE Upselling, active sales F&B
CRS/ PMS Basics
CRS/ PMS Advanced
B.I. TOOL Beginner / Advanced
PERFECTION Reservation Call
TAKE INITIATIVE Upselling, active sales at F.O.
REVENUE Basic/ Advanced/ Expert/ Convention Sale
SALES A Telemarketing
SALES B Personal selling
SALES C Negotiation skills
SALES D The sales personality
SALES FOR LEADERS Leadership & coaching
MICE Advanced
MICE Audit & coaching
F&B
INHOUSE TRAINER
On top of the BASIC training you can choose of a variety of technical SPECIALIST training units for each department that will prepare you for rapid changes in the industry and enable ongoing development by providing technical skills.
PERFECT SERVE
Apprentices
TRAINING SESSIONS: TALENT TRAINING Strenght Finder Day
NEWCOMER TRAINING
WHO:
for all apprentices
HOW:
local language or English with a training manager
WHEN: according to agreement with Head of Department WHERE: on property or regional
HOST TRAINING
Apprentices - Training offer 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 indivudal plan for additional training can be set up.
• TALENT • TRAINING
• NEWCOMER • TRAINING
• HOSTS • TRAINING
On the talent training for apprentices, called the „Strength-Finder Day“, you will find out about your top 5 talents.
All our apprentices are invited to take part in our newcomer training and get the basics of working at Vienna House.
If you have attended all newcomer training, you can also choose from training sessions for hosts.
w hat yo ur Do yo u know are? to p 5 talents
the brand Get to know na House! values of Vien
ok into the Get a deep lo siness. hospit ality bu
TRAINING GOALS
TRAINING GOALS
TRAINING GOALS
•• Find out your top 5 talents
•• I feel taken care of
•• Guest experience
•• Take them as the foundation for your successful career
•• Be you!
•• Share your talent
•• I am surprised
•• We focus on outcome •• It‘s easy for me
On top - Training offer • BEST PRACTICE DAYS •
Best practice 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. The Best Practice Days will be organised by Corporate Office and take place once a year per department in one of our predefined training locations.
On top - Training tools • MICRO LEARNING • MINI TRAINING • ON THE JOB •
Mini & Micro & b o j e h t On MICRO LEARNING Micro Learning is a tool that resembles a quiz. You get access to background information and knowledge about certain topics in small portions and in an entertaining way. It‘s easy to install on mobile devices or via a web-based application. Micro Learning serves as “finger food for the brain.” Simply check our Micro Learning Userguide in your canteen on the info-board or send an email request to academy.corporate@viennahouse.com
and log in by downloading the app KnowledgeFox: viennahouse.knowledgefox.net
TRAINING ON DEMAND If any additional know-how is needed in a team or hotel, training especially On-the-Job trainings on demand can be organised individually by the Vienna House Academy.
MINI TRAINING UNITS Mini Training units are designed as quick training on the job and presented by the in-house trainer on property.
It takes only 15-30 minutes to get an overview about topics such as: booking experience of guests, rooming, welcome back services, upselling any many others. They are relevant for all departments and assist you in gaining new infomation about all relevant procedures. Designed according to the guest journey, there are 32 mini training units avaliable which you can find explained in detail at the Touchpoint Guide. TO U C H
P O INT M IN I
T R A IN
IN G
Details & information
An overview of training offers will be sent out quarterly to all General Managers, Resident Managers and HODs as well as to inhouse trainers and HR colleagues. Please discuss with your head of department which training would be relevant for your further development. Register by sending your name and position 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. The travel expenses are covered by the hotel but the travel arrangements need to be handled by each participant individually. Accomodation needs to be paid upon checkout by each participant and re-charged to his/her property afterwards.
Any questions? • CONTACT •
For any questions concerning content, handling or target group for a training course, feel free to contact our HR Team at the Corporate Office. Enjoy the variety of training offered by Vienna House! Your Human Resources Team
Contact e-mail: academy.corporate@viennahouse.com website information: https://www.viennahouse.com/en/career/develop.html Contact telephone: +43 1 333 73 73 28