Example Management Traineeship Program - Front Office
Room reservations - Selling a room and selling an experience
- Revenue management
- How to make different kinds of reservations
- Make profiles in Fidelio
Concierge - How to handle luggage during check-in and check-out
- How to make different kinds of reservations for the guest
- How to handle the master key
- The work of a door person
- How to handle mail, faxes and parcels for the guest
- Other miscellaneous services
- How the transport system works
Reception - Various types of check-in and check out using the Hotels software.
- What to do in case of system failure.
- The importance of creating and maintaining guest history in Fidelio
- Explain how rooms are allocated.
- Explain the legal requirements for guests checking into hotels
- Guest relations
Switchboard - Demonstrate how to answer the phone using the standard Jumeirah phrases.
- Demonstrate how to put a caller on hold and how to transfer a call
- Demonstrate how to program a wake up call and explain the wake call procedure
- Emergency procedures - bomb threat, medical emergency or fire
Service 1 - Explain the unique function of this section of Front Office.
- Explain how to witness cash drops
Business centre - Describe how to handle meeting room rental
- Explain how to handle rental of mobile phones
Premium leisure club and Club executive - State the purpose of the Premium Leisure and Club Executive
- State and explain the different activities of both Clubs
Butler service - State the purpose of the Butler Service department.
- Describe the various kinds of personalised services provided by a butler.
- Explain of the role of the butler in different stages of the Guest Cycle- Pre-arrival, arrival, during the stay and upon departure.
- State and explain the different activities of butler administration.
Guest services - State and explain the purpose & scope of Guest Services
- Perform Check-ins, Check outs & other miscellaneous jobs in the department.
- Conduct show rounds of the hotel.
- Explain the management of the department and its sections.
- Handle guests and guest complaints
- Explain how Guest Services processes support various rooms division sections
Example Management Traineeship Program - Marketing & Sales Public Relations and Communication - The trainee will work in the following sections of this department:
- Corporate communication
- Arabic media section - if the traineeship is in the Middle East
- Commercial filming and photography
- Media visits - national and international
- Press releases and PR event management
MICE - Meetings, Incentives, Conferences and Exhibitions - State and explain MICE and the MICE key accounts
- Explain profiling, qualifying and processing leads
- Identify different market segments and emerging markets
- Demonstrate basic transactions on Delphi
Leisure Sales - Explain the Rate Structure, the Allocation and Release Period
- Explain the benefits of making sales calls and site inspections
- Explain DTCM involvement at various stages
Corporate Sales - Explain the reasons for the existence of key accounts
- Explain the process of making sales calls
- Prepare an Account Development Plan
- State the different sales software systems used - Net Hotel and Delphi
- State objectives per account and SBU
Group Sales - Compare the functioning of Group Sales with other key accounts
- Explain the extent of co-ordination between Group Sales and SBUs
- Describe the market segmentation for this section
Customer Relations Marketing - Describe the functioning of the Customer Relationship Marketing section
- Explain the process of becoming a Sirius card member
- Justify the expenses of airline partnerships.
Sponsorship and Special Events - Report on the co-ordination between this department and Jumeirah SBUs
- Describe the different kinds of sponsorships and special events entered into
- State the anticipated changes when Jumeirah expands and explain how Sponsorship and Special Events will cope with these changes
Group Marketing - Describe the group marketing function
- Explain the system used to identify emerging markets
- Report on the system for evaluating existing Travel agents and tour operators
Special projects - State the various projects on hand for this section.
- Assist in the preparation of the GM pack (Delphi month end reporting)
Distribution Marketing - Discuss the position and relevance of Central Reservations within this department.
- Explain the working of the GDS
- Explain the process of negotiated rates
- Compare the Jumeirah website with any two competitors.
Roles and Responsibilities Successful completion of your Management Traineeship is only possible through the combined and coordinated effort of a group of colleagues including Human Resources specialists, Managers, Coaches, departmental trainers and the management trainee. The following broadly outlines who will cover what part of your traineeship. Role | Responsibility | | Pre-employment (Group recruitment / Human Resources administration / SSU& SBU Human Resources) | - Recruits and selects
- Pre-employment administration
| Group Learning and Development | - Overall design of programmes
- Jumeirah Orientation
| Directors of Human Resources | - Agrees the detailed training plan with you, the Trainee, Manager of the area in which your traineeship takes place (area of specialisation) and the Training Manager
- Following the quarterly review the Director of Human Resources meets with you to discuss your progress
| Manager of area of specialisation | - Provides input into your training plan
- Conducts your quarterly review (Appraisal form)
- Completes quarterly program progress evaluation during the quarterly review meeting
- Provides summary of quarterly review to the Director of Human Resources / Training Manager
| Training Managers | - Monitors your traineeship
- Oversees adherence to the training schedule
| Departmental Trainers | - Provides you, the trainees with the technical skills required
- Provides feedback about on the job performance to you
| You, the Trainee | - Takes responsibility for progressing through the training schedule as planned
- Maintains records of completed sections
- Maintains records of assignments / projects completed during the traineeship
- Maintains effective working relationships with all parties involved in the traineeship
- Actively seeks assistance when encountering difficulties
| What Trainees have to say... "I have joined Jumeirah in July 2000 as F&B Management trainee. My 12 months program was very productive as I had the chance to learn from the different management/leadership styles and their various operations and being able to build effective relationships with colleagues across F&B outlets, Private Dining, Conference & Banquet, Restaurant Reservations, Purchasing, Receiving and stores, Cost control, Pastry (can't forget the chocolate room till date) and finally I got the chance to be in the Training and Human Resources department. At the end of my program, I met with the Training Manager and Director of HR for a final feedback session. When I expressed my interest in joining the HR team, I was offered the role of Coordinator in 2001 as there were no vacancies that time and here I am today, climbing the ladder of success with Jumeirah and I am so proud of being part of that luxurious place" Pascale Chammas HR Coordinator Burj Al Arab
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