Human Resources Training
The reputation of all great hotels is supported by the three pillars of guest, owner/investor and employee satisfaction.
While all three are equally important, employees have the greatest impact on the success of the hotel. While guests may overlook some flaws in the physical plant,
untrained or ill equipped staff is seldom forgiven.
Foundation for Excellence®
A program developed by Mankarios Partnership to address the training needs in new as well as existing hotels, providing a solid foundation of management, leadership and cultural
understanding. This specialized workshop includes in depth training tools, management skill sets, leadership principles and guest relations concepts.
We review the entire training and development process and identify all operations and training needs within the hotel. We utilize training principles and develop a
step-by-step training program for each department. We build an orientation program and create the Standards of Excellence for each property.
This program creates a clear message as to the roles and responsibilities of each manager in the Operations and Training process and the commitment of personal development within the Hotel.
Guest and Staff Interaction
All employees, whether front or back of the house, are the hotel’s daily ambassadors. The ease and confidence of their
guest interaction will determine if the guest will return. Mankarios Partnership, through its Foundation For Excellence® program, works with department managers
and staff to ensure that they have the required attitude and skill sets and utilize their individual knowledge and personal initiative to create great experiences for their guests.
Hospitality Skills Training
As part of Mankarios Partnership’s Foundation For Excellence ® program, line staff will be trained in the safest most productive method of accomplishing their tasks as well as given the opportunity to apply their own initiative and personal skills.
Staff Empowerment
Most often, the line employee is the first person to interact with a guest when there is a problem. Rapid and effective resolution
is critical to maintaining guest satisfaction. Mankarios Partnership's Foundation For Excellence ® program provides the link between management expectations and employee authority to resolve these issues.
The measurement is simple, return guest rate.
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