“Success is neither magical nor mysterious. Success is the natural consequence of consistently applying basic fundamentals.”

TRAINING & DEVELOPMENT PORTFOLIO ~ 2018

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TRAININGThe Essential Standard + Procedure Manual 3

Group Training Sessions + Leadership Mentoring 4

Annual Training Package 5-6

RECRUITINGHourly Recruiting + Annual Recruiting Package 6-7

VENUE ANALYSISTop 20 Venue Analysis 8

Contents

Please enquire via phone or email to discuss your needs and budget.

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TrainingTHE ESSENTIAL STANDARD + PROCEDURE MANUAL“Lack of direction not lack of time is the problem. We all have 24 hours in a day” Jim Rohn

yy Unite the teamyy Simplify inductionyy Work toward shared goals

yy Set a standard of professionalism yy Make training a breezeyy Make performance counseling indisputable

•y Engage your team•y Ensure a united vision•y Increase consistency

Objective A venue specific, branded Standard and Procedure Manual ensures everyone is moving in the same direction toward shared goals. Not only does it ensure consistency in service and operations, but it is designed to engage and inspire your team. It is presented more like a magazine than a boring legal document containing pages of demands and commandments. Operationally, the manual serves to ensure that all opportunities to ‘wow’ the guest and increase revenue are maximized. It serves to ensure new staff are inducted correctly, quickly and easily and makes performance management a breeze for leaders at all levels of their hospitality career.

About the Venue – Vision StatementB.A.M.A – Four Pillars of Hospitality ExcellenceGeneral Team PoliciesHospitality Etiquette Personal PresentationUniforms – Wear It with PrideCalling in Sick or LateHeads UpVenue Presentation

Sequence of ServiceGeneral Rules of ServiceGreeting the GuestUpselling - Adding Value to The Guest ExperienceFarewelling the Guest Answering the Phone Presenting the BillHandling Guest Complaints – L.E.A.R.N Table Settings

Hot and Cold Service PeriodsPOS Training – CashierPOS Training – Wait Staff and Bar StaffCoffee StandardsSocial Media PolicyHandling GlasswareWater, Wine, Beer and Champagne ServiceSmoking PolicyManual Handling

Standard and Procedure Manual to include, but not limited to:

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Without clear, concise and engaging direction how can we possibly expect our teams to perform at their best?

Project fee includes creation of a venue specific, branded, Essential Standard & Procedure Manual, all meetings, emails and communication required to create the document. A digital copy of the manual will be provided in PDF format. One hard copy is also provided.

THE ESSENTIAL STANDARD + PROCEDURE MANUAL6 week turn around

Objective Increase knowledge, communication skills, team engagement and ensure continual succession planning. Reduce staff turnover, increase revenue and guest satisfaction.

All training sessions are arranged and conducted by VPTD on site at the VPTD HQ and Training room in South Brisbane. Training sessions vary in format and are designed to be fun, informative and engaging. VPTD conducts ‘new’ school training for a ‘new’ generation of hospitality workers. The end goal is of course to increase knowledge and personal engagement; thereby increasing revenue and guest satisfaction.

Training competencies may be selected from the following examples or address a particular area of concern. Sessions range from 3 to 4 hours and cater for groups of up to 25 team members:

REFER TO EXAMPLE SESSIONS DETAILED ON PG 5

GROUP TRAINING SESSIONS + LEADERSHIP MENTORING“The only thing worse than training your staff and having them leave, is not training your staff and having them stay.” Zig Ziglar

GROUP TRAINING SESSIONS + LEADERSHIP MENTORINGLet us tailor a session according to your needs.

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ANNUAL TRAINING PACKAGEA years worth of training for your team.

Package includes: y Preparati on of customised Annual Training Calendar

y 12 formal Group Training Sessions – one per month (3-4 hours durati on). Sessions are tailored to address specifi c concerns and venue requirements.

y 6 ‘one on one’ Leadership Mentoring Sessions - Mentoring sessions may be used as necessary throughout the year and may serve as developmental advisory or counseling sessions.

y Ideal for key staff members and managers to ensure their growth and progression. This package includes pre-training contact with att endees via phone and/or email. VPTD will also contact att endees post-training to follow up regarding projects or challenges that may have been set during the session.

As most venues choose to make the training sessions ‘opti onal’ for their team, we understand the importance of making each session desirable, fun and appealing whilst achieving the end goal. VPTD runs competi ti ons and incenti ves to ensure engagement and implementati on of new skills

Example training sessions:

Suitable for staff at all levels:Understanding the vision of the venue – uniti ng to achieve the vision.Preparing a Vision Statement/Team Commitment.Using the Standard & Procedure Manual to engage, train and achieve.BAMA – Delivering WOW customer service.Att enti on to detail.Sequence of service.Delivering a great fi rst impression and why it matt ers.Greeti ng the guest.Sales confi dence 101.Rock Paper Scissors Rule of Selling – relati onship trumps everything!Knowing your average spend – increasing sales/up-selling.Seeing your guests as golden.Avoiding guest complaints.Resolving guest complaints.

Suitable for senior staff , supervisors and managers:Setti ng targets and coaching your team.Delegati on - who, what, when and how. Managing your ti me – be more producti ve and less worn out. Understanding costi ngs. How to nail key performance indicators – wages, food and beverage

Creati ng a positi ve work environment

Nobody wants to be a managed – be a leader

Resources and certifi cates:

Training booklets, handouts, pocket resources and worksheets are provided for each session.

Certi fi cates of Att endance provided upon completi on of the program.

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Engaging your team

Creating a circle of safety and building your tribe

Effectively using your Standard and Procedure Manual

Mastering the tools to help you lead:

Shift Plans and Briefings

Staff Meetings

Induction and Training

Performance Appraisals

ANNUAL TRAINING PACKAGEPaid weekly on a 12 month contract

Installments may be made weekly or fortnightly.

RecruitingOUTSOURCING YOUR RECRUITING HOURS“Hiring the right people takes time, the right questions and a healthy does of curiosity.” Richard Branson

Objective To assist the venue in engaging the right team members that will propel the business forward in both reputation and revenue.

With our intimate and comprehensive knowledge of the hospitality industry and its unique requirements, we are able to tap into a network and consult a substantial database.

With VPTD you are outsourcing your recruiting hours to experts in the field. We understand the urgent nature of the hospitality industry and we work tirelessly to fill positions as quickly as possible.

This service includes:yy Liaising with client regarding specific needs and position description of position to fillyy Preparing and placing advertisement on behalf of venue (at venues expense approx. $300)

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yy Exploring VPTD database and network for suitable candidatesyy Social media campaignyy Shortlisting candidatesyy Phone interviewing potential candidatesyy Formal interviewing potential candidatesyy Second formal interviews (if required)yy Reference checks yy Arranging interviews with client (or trial shifts if required)yy Following up on trial (if required)yy Notifying unsuccessful candidates yy Liaising with client regarding engagement of successful applicants

Although it’s difficult to say exactly how many hours will need to be invested in order to find the ideal candidate, we are usually able to successfully secure a suitable candidate in approximately 40 hours over a period of 4 to 6 weeks.

As part of the recruiting project, a Seek ad is placed at the client’s expense and invoiced for reimbursement.

The client may halt the project at anytime, however all hours invested will be invoiced for payment.

Invoices are issued fortnightly or on completion of the project – whichever comes first.

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Top 20 Venue Analysis20 INITIATIVES AND STRATEGIES TO MAKE YOUR BUSINESS MORE SUCCESSFUL A review conducted by a hospitality brains trust of leaders in the fi eld of customer service, sales, marketing, food and operational strategy.

Objective To identi fy low cost ways to increase revenue and exposure, to improve the guest experience and to lower expenses and drive sales.

This service includes:An analysis of your venue from the guests perspecti ve. Looking from the outside in with fresh eyes and whole lot of experience VPTD curates a detailed and comprehensive report providing 20 simple, inexpensive strategies that are specifi c to your business and brand that can increase revenue and the guest experience. We consider potenti al opportuniti es from all angles, including but not limited to, your on line presence, venue presentati on, fl ow of service, food off ering, guest interacti on and menu engineering.

You will be provided with a document containing 20 real ti me opportuniti es to make your business more successful.

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Please enquire via phone or email to discuss your needs and budget.