Coach others in job skillSITXHRM001A

ARTIT CHAITISARNID C61544

Task oneExplanation

• Drinks• Meals• Coffee• Desserts

Up-selling and cross-selling Techniques

• Understand sales as an advanced type of service • Recognize buyer needs • Listen for or create opportunities to cross-sell • Create a natural, conversational bridge to the offer • Have more confidence • Overcome resistance in a positive way • Close more business • It’s the perfect cross-selling training program for inside and

field service representatives and support engineers who have the opportunity to add value to customer contacts. They’ll be knowledgeable, confident, and eager to sell

Demonstration and explanation

• discovery• Analysis• Customers• Staff• Management

Organisation

• Check• Preparation• Stimulation• Feedback

Coaching Behavioural ChangeAt this point we are putting the plans into action, coaching clearness of understanding of how things are and what will change

Measurementwe are collecting production measures so that we can confirm progress, targeted on the specific behaviors identified in earlier stages. Some of these measures may be self assessed or through observation.

Evaluation

It is essential that outcomes relate to and generate positive business outcomes, whether these are measured as Return On Investment (ROI) or Return On Expectations (ROE). The results may be productivity based.

Maintaining Here the goal is to establish effective self coaching methods

Provide feedback. Let the employee know what they have successfully learned and what they still need to learn.Correct. Show the right answers or methods again.

Reward. Provide praise or other rewards for successful acquisition and use of the knowledge or skill.

Task two

• Organization Chart• The Organization Chart is a graphic outline of

the organization structure, showing to whom each members of the organization

• Personnel Policy• It is advisable to develop a written policy on

which the personnel program can be based. Such policy may develop over the years, it should cover such matter

How to avoid customer complains

• A voiding Consumer Complaints• Consumer Reaction• Consumer Relations• Warranties

How to make service faster

• How to ensure the customer get correct order• Practice One: Over-invest in inculcating core

values• Practice Two: Prepare every person to lead• Practice Three: Distinguish between teams

and single-leader work groups• Practice Four: Attend to the bottom half• Practice Five: Use discipline to build pride

How to avoid customer complains

• A voiding Consumer Complaints• Consumer Reaction• Consumer Relations• Warranties

• Job Description• Job Description Purpose is to lists duties and

responsibilities to be performed, that should include :• Purpose of Position

Basic ResponsibilitiesSpecific dutiesReport ToSupervisesContact with othersWorking conditions

• Job Breakdown• The Purpose of a Job Breakdown is to keep

standards. Standard operating procedures are essential tools in the battle for consistency. Managers cannot rely on employee’s common sense to do the right thing at the right time. Tasks must be identified in job breakdowns and procedures to perform the tasks must be spelled out clearly in a step by step manner.

• Restaurant Managers Aim• Satisfies the guests: Customers are happy with

food quality, service, value for money and overall atmosphere, Enhances the Reputation of the establishment. Satisfies the Owner by returning a fair profit. (meet sales budgets and control costs). Employees are happy and co-operative

• Restaurant Managers Responsibilities• Meets all budget goals

Ensures quality standards for Food Production (appearance, taste, size) with the ChefEnsures quality standards for BeveragesEnsures quality standards for ServiceEnsures quality standards for CleanlinessDevelops budgets with department heads

• Guidelines for Restaurant Managers• The manager is responsible for the operation

of the units at all times, whether present or not.At all time, someone must be accountable for each task.

• Service Staff• Dining Room Responsibilities before service

• Other Service Personnel Cashier : reservation, prepare guest check, collect money, Public Bartender : Serve beverages directly to guest Service Bartender : Serve beverages to Servers/Captain

• Food Servers (commis) : These employees serve food and beverage to guests, Clean the table and make the Mise en Place (busperson)