Emerging Hospitality Managers Management Development Programme

*All fields are mandatory.

* Please fill in trainee information only

* For multiple booking please email manager@countytipperarychamber.com

Dates to be confirmed. For expressions of interest email manager@countytipperarychamber.com

To meet the current needs in the Hospitality Sector within the South-East, County Wexford Chamber Skillnet and County Tipperary Chamber Skillnet are collaborating and working with LEAP Leadership to deliver a tailored programme to support the development of emerging team leaders and supervisors within the sector.

With the ongoing growth in the hospitality sector, the requirement for all managers to excel at their role is becoming more critical to the growth and development of individual companies. With the diverse nature of the ongoing responsibilities of managers in the hotel sector and with the increasingly diverse workforce, there is considerably more pressure on hotel management to ensure best practices in People Management, are deployed across the organisation.

At an individual level, like most people new to management, the Emerging Managers need to excel at understanding how to deliver an excellent service in its multiple forms to the customer. However the Emerging Managers also need to have significant knowledge, skills and capability gaps when it comes to:

• Managing their team

• Improving the performance and contribution of their area of responsibility on an on-going basis

• Applying proven practices to improve people management capabilities

PROPOSED SUPPORT:

The Emerging Hospitality Management Development Programme will provide the participants with the skills and knowledge to:

• Significantly improve People management skills, specifically in the areas of:

o Communication

o Delegation

o Conflict management

o Giving feedback

o Providing direction and focus

o Problem solving

• Develop and deploy proven business disciplines such as:

o Use of targets and KPI’s to drive performance

o Regular review of progress by the team and agreement to actions to address issues

o Taking responsibility for the successful development of their team

o Become an enabler and facilitator of positive change to ensure the potential of the Hotel’s product offering is maximised

o Think and act collaboratively with fellow managers for the overall benefit of the Hotel and the full team

PROGRAMME FORMAT:

The format of the programmes is outlined below, please also refer to the programme schedule for all 15 online sessions.

Five online workshops as outlines below.

WORKSHOP OVERVIEW:

WORKSHOP 1 – THE ROLE OF THE MANAGER

Great managers understand that there is a direct link between employees who take an active interest in what is happening in the business and the achievement of business results. Thus the challenge for the great manager is to ensure that employees remain engaged and focused. They need to determine ways of motivating employees to take an active interest in what they can do to perform their jobs to the highest level and deliver on the agreed targets. When managers do this effectively they become great managers. It is critical that the great manager knows how to select the right person for the defined role, set clear expectations, motivate employees and develop the person in line with the direction of the business. This workshop will address these key areas and will assist you in determining how you will become a great manager.

Objectives: As a result of this workshop participants will:

 Determine effective approaches you can use to select and recruit the right people for your organisation.

 Align expectations for individual roles to the defined business objectives.

 Identify motivating factors and determine ways of applying them to your organisation.

 Set a clear and practical action plan for developing your skills as a great manager.

WORKSHOP 2: COMMUNICATING WITH IMPACT

Communication is more than speaking words. It is about listening to understand and then using that information to influence action. It’s about letting the other person know they are heard and then responding in a way that encourages co-operation and collaboration. It’s about enhancing working relationships as people employ effective styles and approaches to communication.

Objectives: As a result of this workshop participants will:

 Understand how communication works and what you can do to enhance your skills

 Recognise the impact of different communication styles and determine ways to develop the optimum approach

 Address difficult situations with increased confidence and skill

 Use communication skills to enhance team collaboration and co-operation

WORKSHOP 3: UNDERSTANDING SELF AND OTHERS

Employees respond to the behaviours of their managers. It is therefore imperative that managers understand their behaviours and identify ways to manage those behaviours successfully. This workshop will focus on personal understanding: what motivates you and what are your blind spots? What coping mechanisms have you developed that are serving you well and what ones need to be replaced with more effective methods that enables you to manage your team effectively? While you need to manage your team you also need to understand how to develop a strong working relationship with your manager.

Objectives: As a result of this workshop participants will:

 Understand their personality type: their strengths and their blind spots

 Determine approaches to managing their blind spots

 Recognise what motivates their team members

 Develop strategies for building strong relationships with their team members and their manager.

WORKSHOP 4: TIME MANAGEMENT AND DECISION MAKING

What are your greatest time wasters? How do you tap into the resource of time and use it efficiently and effectively? How do you maintain excellent customer service while meeting the demands of your job? Develop strategies for managing your time and apply proven approaches to time management to your work situation to enhance your productivity. Determine priorities and map out how to effectively manage those priorities. Ensure your approach to managing time is workable and practical. Identify an action plan that will assist you in increasing your work performance.

Objectives: As a result of this workshop participants will:

 Analyse their current work practices to assess overall effectiveness

 Identify areas and practices that are “time wasters” and develop alternative approaches to handling them effectively

 Prioritise work resulting in more effective use of time

 Eliminate the “Urgency Addiction”

 Balance work demands and the provision of excellent customer service

 Minimise distractions that negatively impact work and progress

WORKSHOP 5: CUSTOMER CARE WORKSHOP

This workshop will provide the opportunity for team members to explore what it means to deliver excellent customer service. Engaging in a process of determining each “Moment of Truth” and setting the standards of care for each moment will facilitate team involvement and inclusion. It will also ensure that the care provided is based on the knowledge of The organisation and its customers. Providing employees with the tools to effectively respond to customers and manage challenging situations with professionalism and care is important.

Objectives: As a result of this workshop participants will:

 Determine the standards of care customers expect and will receive

 Agree on approaches for managing difficult situations effectively

 Commit to actions to enhance the care provided: following up on commitments given, demonstrating accountability for identified actions

 Appreciate the value and complexity of different cultural requirements

 Demonstrate effective customer care communication skills

CERTIFICATION:

Participants on this programme will be eligible for QQI (formerly FETAC) certification. The certification will be a component certificate, Level 5 Team working Skills. Throughout the programme participants will complete:

 Skills demonstration: completion of an exercise on the programme with respect to demonstrating effective teamwork, and demonstration of application to the work situation

 Report: Produced with respect to teams: the value of teams, structure of teams and challenges in managing teams

 Reflective Journal: this is a professional journal that outlines how they are applying learning to their workplace and the experiences they have had

Submission of assignments will be outlined at the first session. Participants will complete all assignment work prior to the completion of the programme. Support will be provided during the workshops and also during the coaching sessions.

TIMESCALE & INVESTMENT:

The Emerging Management Development Programme includes:

 5 x 90 minutes facilitated workshops

 Level 5 Certification – Team Working Skills

 All programme materials and correction of assignments included in the fee

It is advised that a from 4 to 6 hours a week is required for extra study and preparation of assignments.

MODULE DELIVERY SCHEDULE:

Programme Introduction :Thursday 13th April 2:00pm – 3:00pm

Module 1: The Role of the Manager

Session 1. Value of Teamwork Tues 18th April 10:00am – 11:30am

Session 2. Stages of Team Development Wed 19th April 10:00am - 11:30am

Session 3. When it Goes Wrong Thurs 20th April 10:00am - 11:30am

Module 2: Communicating with Impact

Session 1. Active Listening Wed 26th April 10:00am – 11:30am

Session 2. Getting your Message Across Thurs 27th April 10:00am – 11:30am

Session 3. Passive, Aggressive & Assertive Fri 27th April 10:00am – 11:30am

QQI: Presentations of Teamwork Exercise Fri 27th April 11:30am – 12:15pm

Module 3: Understanding Self and Others

Session 1. Introduction & Report Tues 2nd May 10:00am – 11:30am

Session 2. Different Types Explored Wed 3rd May 10:00am – 11:30am

Session 3. Different Types Explored cont.. Thurs 4th May 10:00am – 11:30am

Module 4: Time Management & Decision Making

Session 1. Challenges:

Working in a different Environment Tues 9th May 10:00am – 11:30am

Session 2. Prioritising workload Wed 10th May 10:00am – 11:30am

Session 3. Decision Making Thurs 11th May 10:00am – 11:30am

Module 5: Customer Service

Session 1. What is effective Customer Care Tues 23rd May 10:00am – 11:30am

Session 2. Develop winning care habits Wed 24th May 10:00am – 11:30am

Session 3. Dealing with difficult situations Thur 25th May 10:00am – 11:30am

YOUR LEAP TRAINER:

TRICIA CUNNINGHAM

Tricia’s expertise lies in the development and customisation of training development programmes within the SME and multi-national sectors. She has a successful track record assisting leaders and managers in understanding themselves, their strengths and how to maximise their impact on their organisation. Tricia also works with individuals on a one-to-one basis providing coaching support to address identified business performance issues.

Having spent an extensive period of time as a training and development professional in the United States, where she earned a Masters of Science in Training and Development (Lesley College, Cambridge, Massachusetts, 1998) Tricia returned to Ireland and joined Nortel Networks where she was appointed Training & Development Manager before co-founding LEAP in 2000 and today remains a director of the company.

Tricia’s work and collaboration with SMEs, multinationals and educational organisations throughout Ireland has significantly improved the capabilities of management teams and leaders together with the overall business performance.

TESTIMONIALS FROM SOME OF TRICIA’S CLIENTS:

‘We are delighted to have a strong on-going relationship with LEAP. They have applied great commitment and flexibility in ensuring they understand our needs and consistently focus on getting the best outcome for the individual, especially when the situation changes and the original requirements are superseded. I would strongly recommend Tricia and the LEAP team to any organisation.’ Carmel Browne, Deputy Director of HR & Head of Organisational Development, National University of Ireland, Galway, Galway City, Ireland.

“Tricia got us to set realistic and challenging goals and then made sure we achieved them. She is highly motivated, which keeps everybody on their toes. We found her approach easy to understand and the management team immediately bought into it and became invigorated by the work we did.”

Evelyn O’Toole, MD, Complete Lab Solutions

‘LEAP is an important partner for our business. They bring unique insights and abilities to the table which have helped the growth of our business and our team. I would recommend them very highly.’ John Grealish, MD, Jona Holdings

“I have been working closely with Tricia, particularly when setting up an internal staff Mentoring Programme. The advice and expertise she provided was invaluable and resulted in the implementation of a successful pilot programme. Tricia also concluded an independent evaluation of the pilot, highlighting positive aspects of the design and making recommendations for improvements for greater impact.” Maureen Lynch, HR Director, MCS Kenny