RUNNING HEADER: Training Program Plan

Shaniece Barnes
November 9, 2015
AET 570 Program Development in Adult Education
Professor Charity Jennings

RUNNING HEADER: Training Program Plan

Part I Training Program Description
2
This training course is designed to create a structural business system that is
user friendly for all three properties of Baderman Island Resort and its customers.
This training will allow employees to enhance the tracking of guest charges, room
maintenance, as well as room inventories. The training will allow employees to
develop a systematic approach that is feasible for each property. Doing so will
enable the properties to remain as separate entities, however it will bridge the gap
in how the system responds to each guess, making it a personable and enjoyable
process for the guests as well as the employees. The Target Audience is composed
of Employees/Staff of Baderman Island to include Front Desk Staff, Housekeeping,
Bell-Staff, Doorpersons, Valet, Concierge, Restaurant Staff, Accounts
Payable/Receivable Staff, Human Resources, & General Management. These
employees will be between the Ages of 18-45, who are Customer Service Oriented,
Career Oriented Individuals, and Technically Inclined Employees. The goal of the
training program will be to understand how to utilize a brand new database &
system that is beneficial to all three (3) Resorts that will allow the employees to
track room inventories, guest charges, and room maintenance as well as Increase
Productivity & Efficiency. Employees will learn an efficient and user friendly process
to better serve guests. Employees will also be able to provide options to customers
to make their stay more delightful. The objectives of this training program will be to
Learners will be employees of Baderman Island, Learners will be able to retain
information on the new software that will be utilized for the resorts customers. They
will also be expected to track room inventories, guest charges, and room
maintenance. The Learners will work in groups amongst other fellow employees,
after receiving guidance, instruction, & training from the instructor. Students will be
evaluated on their performance on being able to utilize the system with minimal
errors. To include checking customers in and out of the resort, as well as inputting
information into a simulated system for tracking of guest charges, room
maintenance, & completing room inventories successfully amongst all the property
domains. The objectives will use the collaborative learning approach. The
employees will work together with other employees from the other two resorts to
learn the system as well as exchange viable information from each of their
perspectives. The employees will also engage in group discussion to share past
experience(s) as well as information that they have retained from the training
course giving their perspective(s).
Part II - Needs or Gap Analysis
To assess an organization to learn and understand their current state and
need for training is important to determine the structure of training as well as the
material that it will be composed of. A needs analysis will illustrate to the
organization developmental areas that may need additional attention. Within our
organization we took the following steps to determine what was needed for training:
Determined the desired business outcomes: We knew in order for the employees to

RUNNING HEADER: Training Program Plan

be successful we first had to prepare the senior leadership team with understanding
3 gaps and how they may impact them, we had to get the entire company aligned
the
to understand which direction we were headed in. The next step we took was to link
the desired business outcomes with the employees behavior. In order for the goals
and objectives to be reached during this training the employees mindset and
behavior had to first be modified and aligned with the direction of the company.
Third, we Identified competencies that we could train them on that were in
alignment with the companies desired key results. Then, once we identified
competencies, we then had to evaluate them and address those competencies
within the training sessions. The final step is putting the finishing touches on the
training needs, by putting them in order and aligning the business key results and
the competencies within the organization to produce effective training material that
all were able to apply to their job functions. The needs analysis information was
gathered utilizing three methods, questionnaires being the first. Random employees
from essential and impacted departments were sent out requesting feedback within
a certain time frame, the employees were asked a series of questions that were
used to determine the areas for improvement. The next method was Observations,
Supervisors observed their employees on a daily basis to determine what their
departments strengths and weaknesses were so that they could relay the
information to the senior leadership team. The final method that was used for the
needs analysis was performance reviews. Supervisors evaluated their employees
on a quarterly and annual basis and provided them with feedback I areas that were
their strong points as well as areas that could be the focal point of their career.
Having high performing as well as low performing employees supervisors were able
to review the ratings with the senior leadership team and get productive
information and feedback that could be used to construct the training material.

RUNNING HEADER: Training Program Plan

Part III Budget
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Breakdown of Supplies:
2 Three-ring notebooks 150 notebooks x $2.36 ea =
Index divider sets
CD-R, 650 MB

150 sets x $1.89 ea =

150 CDs x $.92 =

$354.00
$283.50
$138.00

#2 Pencils

13 boxes (12) x $.80 =

$10.40

Writing pads

13 pkg (12) x $7.98 =

$103.74

Certificate paper
Name badges

6 packet (25) x $4.42 =

3 boxes (50) x $19.32 =

Travel:
Air Fare

$400/person

$26.52
$57.96

RUNNING HEADER: Training Program Plan

Lodging
5
Meals

$175/night x 20 nights = $3500.00

$21/day x 3 days = $420 (Breakfast, Lunch, Dinner)

Rental Car

$40/day x 3 days = $120

On-Site Parking

$20/day x 3 days = $60

Airport Parking

$7/day x 3 days = $21

Mileage to Airport

40 mi RT x $.29/mi = $11.60

Flight:

$1,026/person/trip x 2 trips = $1,026.00

Fringe Benefit:
Licensed Instructor

$10,400 per trip

Coordinator

$5,200 per trip

Materials:
Training Manual

$10.00 per 20

$200.00

Certificates $1.00 per 20

$20.00

Brochures $1.00 per 20

$20.00

Pocket Guides .28 per 250

$70.00

Lodging $375.00 for 5 nights

$1,875.00

Outreach Material

$104.00

Total:

$2.289.00

Equipment:
Phone/Internet Charges

$66.00

Equipment Rental

$29.00

Total:

$95.00

Misc.:
Annual Advance Training Fee:

$223.00

Efficacy Research:

$500.00

Total:

$723.00

RUNNING HEADER: Training Program Plan

6
Part IV Staffing Plan

Staffing Plan
Consultant: Hospitality &Training Services Inc.
Class No.: BDR-321
Training Name: Hospitality & Database Management
Employee
Classification
Instructional Oversight
Manager

Name

Actual Hourly Rate

Thomas Schneider

50.00

Instructional Designer

Kimberly Piperline

35.50

Skills Development
Facilitator

Donna Johnson

30.25

Skills Development
Administrative
Assistant

Peter Black

18.25

Employee
Classificati
on
Instructional
Oversight Manager

Description
The manager will oversee the entire process for course planning and
delivery including collaboration with production and technology
services staff, course administrators, faculty collaborators, and
administrative staff. The manager will stay informed about recent
educational design principles and promote innovation within the
curricula. The manager will provide seek and advocate for
opportunities to apply instructional design methodologies and
create new face-to-face, hybrid, or online courses to improve the

RUNNING HEADER: Training Program Plan

7

delivery of educational programs that meet the strategic vision of

the consumer.

Instructional Designer

The Instructional Designer will create engaging activities for the

learners; work with identified subject matter experts to identify the
target audience and their training needs, as well as provide
exercises and activities that will enhance the learning process. The
Designer will also be responsible for identifying criteria that will be
used to judge the learners performance and develop assessment
instruments.

Skills Development
Facilitator

The Skills Development facilitator will be responsible for

implementing what the Instructional Designer has mapped out for
the learners, they are the actual trainer/facilitator. The SDF will be
expected to analyze the effectiveness of the material and
collaborate with the ID to determine what changes if any will need
to be made to adjust and cater to the audience.

Skills Development
Administrative
Assistant

The Skills Development Administrative Assistant performs

administrative support to the Instructional Oversight Manager,
Designer, as well as the Skills Development Facilitator. The changes
to any training is given to the SDAA, from there they are responsible
for updating the material as well as coordinating the logistics of the
material. The SDAA will also communicate and coordinate the
training sessions for clients with the company.

Part VI Communication Plan

The important of Effective Communication is immeasurable. Exceptional and
Effective Communication is the glue of any organization that is seeking to become
better and a leader in their industry. With our program we are striving to become
great in all areas. The first target area will be customer service. This training is
being implemented so that employees can become engaged and well aware of the
software that they will use to create a personable and customer oriented check in
and guest stay experience. The first step in ensuring that this is achieved is training
all affected/Involved parties, and ensure that they understand what the companys
vision is, strategic objective, and purpose of the training is. In order for this to be
relayed to them it has to be appealing, of great interest, and applicable to their job
focus as well. By employees not having a great understanding, not truly
understanding the goals and objective, sets the customer, employee, as well as the

RUNNING HEADER: Training Program Plan

company up for failure. This is why one must ensure that the communication efforts
are8 clear and direct. The program/training will first be given to senior leadership to
get their buy in seal of approval. Once the Senior Leadership team receive and
review the material we will move forward with scheduling employees for their
training courses/classes. Leading up to the actual training date employees will
receive information to review and confirm their understanding. This method is good
for employees because it gives them a direction of where the training is going and
allows them to form questions for clarification prior to training. The training will take
Approximately 4 weeks, M-Fr, 8 hrs. a day. All employees that are employed by
Baderman Island Resorts will receive the training, those employees will include Front
Desk Staff, Housekeeping, Bell-Staff, Doorpersons, Valet, Concierge, Restaurant
Staff, Accounts Payable/Receivable Staff, Human Resources, & General
Management. The facilitators will be trainers from the Corporate Office that
received training prior to the roll out of the training session of employees that are
onsite. Training will commence on April 6, 2015 and has a tentative end date as May
1, 2015. The first week of training (April 6-10) the students will be in a classroom
environment receiving verbal lectures from the instructor(s), on use,
procedures/policies, and technical & trouble shooting information regarding the new
software/database, and equipment. The second week (April 13-17), the students will
log on to their work stations following lesson plans and activities, with guidance
from the instructor. The third week (April 20-24) the employees will work in a
simulated training environment learning how to navigate their way through the
simulated environment and system, learn how to initiate and process requests
pertaining to tracking room inventories, guest charges, and room maintenance.
During this time a formative assessment will be conducted on the employees on
their abilities to navigate the system. The fourth week (April 27-May 1) the
employees will work in the live system and receive/process requests. At this time a
summative assessment will be conducted at the conclusion of training on
employees. Implementation of the program and software will be over the course of
Three (3) weeks. This is to allow all of the sites to gradually convert over to the new
system. In the event on site doesnt transition as easy or fast as others then
another site will be able to support the inoperable resort. Resources that will be
needed for support of the strategy will be desktop computers, a overhead projector
to allow the Industry Videos to be viewed, & Internet Access (Wi-Fi if possible). The
students will need to have an area that fosters that ability to have group discussions
on their personal experiences. The students will also need to have ear buds that will
allow them to connect to their PCs to view and listen to videos that are utilized
within the lecture and presentation. The plan will be communicated to members of
Management. Management will be responsible for disseminating the information to
their direct reports regarding the specifics of training (their time, rotation, and
duration). During the weeks leading up to the training there will be weekly
newsletters that will address the need, and benefits of the new software thats
being implemented. There will also be a Questions and Answers newsletter that will
be disseminated based on the industry frequently asked questions. Two weeks prior

RUNNING HEADER: Training Program Plan

to the training a survey will go out to the employees that will ask them questions
9
based
on what they may have researched, their current job functions, as well as the
information thats been retained from the weekly newsletters, which will serve as a
formative assessment. The survey will also ask them questions regarding the facts
and Q&As that were sent out based on the industry. The final week of promoting
their will be another Question and Answers email that will be generated thatll be
specific to their Resort. Although all employees will receive this training, participants
for the training session(s) will be based on seniority and most experienced
personnel within their department.
Slogan: Relaxation always exalts the body, while Learning never exalts the mind.
Logo:

Fact Sheet:
Questions
What is Hospitality and Database
Management

Answers
A training program designed to cover the
functions of our new system as well as
offer additional support in the realm of
customer service.

RUNNING HEADER: Training Program Plan

Who is the program designed for?
10

When will the program start and end?

Where does the training take place?
How long will the training be conducted?

Why is the training needed?

Who can I contact for more information?

All employees of Baderman Island Resort

that are in direct contact with assisting
customers with checking in, or any type
of customer service.
The program will be anywhere from 4-6
weeks.
At your job Sites Support and Visiting
Center.
Training well be facilitated by a facilitator
of the company that installed the
systems. The training period will be a 4-6
week time frame, to include on the job
training.
The Training is needed to ensure
employees are able to utilize new and
improved systems that are put in place
to better service the customer.
Your Site Training Manager or you can
reach someone in the Training
Department by calling (706) 555-1234
for more information.

Part VII - Program Evaluation

The manager will oversee the entire process for course planning and delivery
including collaboration with production and technology services staff, course
administrators, faculty collaborators, and administrative staff. The manager will stay
informed about recent educational design principles and promote innovation within
the curricula. The manager will provide seek and advocate for opportunities to apply
instructional design methodologies and create new face-to-face, hybrid, or online
courses to improve the delivery of educational programs that meet the strategic
vision of the consumer. Throughout the training course the learner will be assessed
a formative assessment will be conducted on the employees on their abilities to
navigate the system. The fourth week (April 27-May 1) the employees will work in
the live system and receive/process requests. At this time a summative assessment
will be conducted at the conclusion of training on employees. The purpose of the
evaluation will help the entire organization as well as the trainers learn and
understand how effective the training is and what the strong points are and what
areas can be further developed for future training classes. The learners will be
assessed on the material taught over the 4 week period. The learners will be
measure on their understanding, their ability to apply critical skills to their job role,
as well as how they interact with one another on the team for collaborative group
efforts to enable the goals of the training to be accomplished.

RUNNING HEADER: Training Program Plan

11

References

Instructional designer job description. (2013, August 28). Retrieved November 9, 2015, from
http://resources.workable.com/instructional-designer-job-description
What is needs analysis? definition and meaning. (n.d.). Retrieved November 9, 2015, from
http://www.businessdictionary.com/definition/needs-analysis.html
Wikipedia (n.d.). Retrieved November 9, 2015, from
https://en.wikipedia.org/wiki/Program_evaluation
Kokemuller, N. (n.d.). Different Stakeholders in Business. Retrieved November 8, 2015, from
http://smallbusiness.chron.com/different-stakeholders-business-20363.html