CORPORATE MENTORING TRAINING

PROGRAMME FOR EXCELLENCE

FOR

EDASSERY’S KAYAL RESORT KUMARAKOM

BY

EDASSERY’S INSTITUTE OF MANAGEMENT

IN ASSOCIATION WITH

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FOREWORD
asmis consulting is a core team directed to enhance the values of professionalism in the most
effective manner. It was an unexpected call to do a consultancy activity for Edassery’s Institute
of Management to undertake a training programme for the employees of Edassery’s Kayal
Resort Kumarakom. It is at such a time of upheaval that the values of profession come
increasingly under pressure. But it is also a time when the values of a consultant (independence,
objectivity and integrity) are never more important; as these are the values that ‘asmis
consulting’ is eager to develop. The profession of management consultancy like many others
sees it as a service delivered through practices of varying size, from the global giants to the sole
practitioner.

The Main aim of ‘asmis consulting’ is to ensure that all the team members, from what ever
practice and in whatever context, deliver work of the same quality and underpinned by the same
values. What is different about asmis consulting is that it is platformed on international
standards, reflecting the international nature of the profession. Management Consultancy is
immensely competitive and asmis consulting is keen to avoid anything that fetters the ability of
management consultants to compete for the business opportunities they may bring. We at asmis
consulting hope that the Corporate Mentoring Training Programme for Excellence will add to the
understanding of the knowledge pool of the participants attending and enrich their
‘employeeship’ for longer years to come. All the training sessions are developed based on in
house training need Analysis and careful development of tailor made training modules to suit the
target audience. The increasing importance of management consultancy and the attempts to
establish best practice serves not only as a statement of confidence by those who would
subscribe to best practice, but also as a recognition of the potential vulnerability of a largely
unregulated profession.

Corporate Trainer
Mrs. Smitha Anvar, MBA, PGDBM
(Doctoral Student, Indian Institute of Management Calcutta)
Lecturer – De Paul Institute of Science and Technology

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 CONTENTS
SL TITLES PAGE
I INTRODUCTION 4
2 TRAINING NEED ANALYSIS 6
3 OBJECTIVES OF TRAINING 7
4 NAME OF THE PARTICIPANTS 8
5 CMTPE DAY ONE 9
6 CMTPE DAY TWO 10
7 CMTPE DAY THREE AND FOUR 12
9 CMTPE DAY FIVE 13
10 CMTPE DAY SIX 14
11 CMTPE DAY SEVEN 15
12 CMTPE DAY EIGHT 16
13 CMTPE DAY NINE 17
14 CMTPE DAY TEN 18
15 MARK LIST 19
16 CMTPE MATERIALS 22
17 MANAGEMENT PRINCIPLES 23
18 MANAGER IN HOSPITALITY INDUSTRY 27
19 TEAM BUILDING 50
20 TEAM BUILDING EXERCISE 55
21 TEAM WORK 71
22 TEAM WORK – THE STORY OF TORTOISE AND HARE 77
23 WINNING ATTITUDE AND PRODUCTIVITY 85
24 BODY LANGUAGE 93
25 RELATIONSHIP AND COMMUNICATION SKILL 97
26 TELEPHONE HANDLING 102
27 FRONT DESK SKILLS 107
28 FRONT OFFICE OPERATIONS 112
29 HOUSE KEEPING 121
30 HOUSE KEEPING EMERGENCY AND SAFETY PROCEDURES 125
31 FIRE AND SAFETY PROGRAM 131
32 SAFETY AND HYGIENE 142
33 MANUAL FOR FOOD AND BEVERAGE 157
34 CUSTOMER CARE 243
35 CMTPE QUESTION PAPER 253
35 CONCLUSION

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 INTRODUCTION
Mentoring is the term used in the Corporate World to mould the employees to make them fit
into the Corporate culture and to exercise unity in behaviour among the diverse work group.
The Corporate Mentoring Training Programme for Excellence (CMTPE) in Edassery’s Kayal
Resort, Kumarakom, aimed to groom up an organizational culture among employees and set up a
structural framework by formulating policies and procedures for the organization as a whole. The
training was scheduled from November 2, 2009 – November 13, 2009 in Edassery Institute of
Management. A detailed Training Need Analysis has been undertaken forming working groups
of employees at all levels and all departments forming a matrix group and the training modules
were developed based on the feed back from both the management team and the participants.

The CMTPE is an in-house training programme conducted by the Institute. It is a special

package aimed at orientation level and refresher training. A two day training programme was
arranged by INDCERT who gave specific hotel management training to executive employees.
The training session ended with a simulative on-the job training scheduled to be conducted in
Edassery’s Institute of Hotel Management. The participants were given training material for
further reading and reference based on each module undertaken during the CMTPE. The design
of the CMTPE can be undertaken only when a clear training objective has been produced. The
training objective clears what goal has to be achieved by the end of training program i.e. what
the trainees are expected to be able to do at the end of their training. The training objectives
assisted the trainers to design the CMTPE for Kayal Resort, Kumarakom.

The following parameters were analyzed in depth before the training session actually
commenced.

• The Trainer – Before starting a training program, a trainer analyzes his technical,
interpersonal, judgmental skills in order to deliver quality content to trainers.

• The Trainees – A good training design requires close scrutiny of the trainees and their
profiles. Age, experience, needs and expectations of the trainees are some of the
important factors that affect training design.

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 • Training Climate – A good training climate comprises of ambience, tone, feelings,
positive perception for training program, etc. Therefore, when the climate is favorable
nothing goes wrong but when the climate is unfavorable, almost everything goes wrong.
• Trainees Learning Style – the learning style, age, experience, educational background
of trainees must be kept in mind in order to get the right pitch to the design of the
program.
• Training Strategies – Once the training objective has been identified, the trainer
translates it into specific training areas and modules. The trainer prepares the priority list
of about what must be included, what could be included.
• Training Topics – After formulating the strategy, decides upon the content to be
delivered. Trainers break the content into headings, topics, and modules. These topics and
modules are then classified into information, knowledge, skills, and attitudes.
Sequence the contents – Contents are then sequenced in a following manner:
o From simple to complex
o Topics are arranged in terms of their relative importance
o From known to unknown
o From specific to general
o Dependent relationship
• Training Tactics – Once the objectives and the strategy of the training program becomes
clear, trainer comes in the position to select most appropriate tactics or methods or
techniques. The method selection depends on the following factors:
o Trainees background
o Time allocated
o Style preference of trainer
o Level of competence of trainer
o Availability of facilities and resources etc

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 TRAINING NEED ANALYSIS FOR
EDASSERY’S KAYAL RESORT

Training Needs Analysis (TNA) is defined as the “Identification of training requirements and the
most cost effective means of meeting those requirements”. The role of training analysis is to
build a formal bridge between the available design data and the training media and training
objectives, in order to facilitate the transfer of training elements into the operational
environment.

A Task Analysis has been undertaken to assess new employees Training Needs, particularly with
lower-level workers, it's common to hire inexperienced personnel and train them. Aim of training
here is to give new employees the skills and knowledge they need to do the job. The consultants
used task analysis to determine the new employees training needs.

The Initial phase of the training started with an ice breaking session. The participants were
formed into various groups combining various levels and departments so that each group will be
a mix group of executive staff, middle level staff, chef and others. The consultants could conduct
the training need analysis of each group on a constructive basis; without letting them aware of
the entire procedure. The information collected was quantified and analysed and the findings
were reported to the management team on a daily basis so as to incorporate further flexibility in
the entire training process. The final subjective and objective evaluations of employees were
conducted on a one to one basis based on the interpretation of Training Need Analysis. The TNA
is an ongoing process and its validity holds well as long as it is undertaken at frequent intervals
so as to enhance further training and development of employees and to enhance the overall
productivity of the concern.

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OBJECTIVE OF THE TRAINING PROGRAMME

The CMTPE aimed at providing training to employees from entry level to executive level. The
idea was to provide an orientation to the new employees and provide refresher training to the
middle level and executive employees of Edassery’s Kayal Resort. The overall objective of the
Corporate Mentoring Training Programme for excellence was to make the employees understand
the need to build up organizational culture. The programme also aims to provide specific know-
how and share examples of best practices which help the employees to frame their own views
about the organization as a whole. The main intention of the CMTPE was to enhance the
employee’s level of motivation, build up employee morale and exercise an Organisational
Citizenship Behaviour in the work place.

The Aim of CMTPE can be depicted as follows;-

1. To make the employees familiar with the Kayal Resort –management team and expected
activities therein.
2. To motivate the potential work force to work more effectively in order to make them
subordinate their individual interest to the overall interest of the organization.
3. To imbibe in them a sense of belongingness so as to expel any thoughts of union and
similar formations in work place
4. To curb the growth of grapevine as an informal channel so as to reduce the scalar chain
and make communication flawless and more effective.
5. To flatten the overall organizational hierarchy so that the employees actually get to know
more about the management and work towards attaining the overall objectives of the
organization.
6. To emerge each employee as responsible citizen of the organization and evolve them as
better citizens of the society.

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PARTICIPANTS OF THE TRAINING PROGRAMME
The Name of Participants who have attended the CMTPE for Kayal Resort, Kumarakom
along with the Department details is included herein.

Management Team Service Team

1. Shaji 7. Vipin P Alex
2. Hariharan 8. Sanoop Kurian
3. Jogey Joseph 9. Vineesh Kumar
4. P.D. Dominic 10. Stephen Joseph
5. Pauly M. Vettiyadan 11. Lijomon Joseph
6. Mathew K Jose 12. Tony C. Jerard
13. Jaison Varghese

Kitchen Team 14. Bazil K.Paul

17. Aby K. Varghese

18. Kishore K. P
19. Thomas P.P
Housekeeping
20. Sunish P. Thomas
21. Namgyal dorjee 29. Sajeev Menon

22. Aby Alex 30. Mayoosh Das M

23. Syam P 31. Suresh Paulraj

24. Clint george 32. Alwin Antony

25. Aji Mon P.

26. Joby Varghese
27. Sajikumar K.K Front Office
15. Jinoy Jose Plakkal
Maintenence 16. PraveenVarghese George
18. Suresh N

Security
33. Lousious K.S

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 THE CMTPE DAY TO DAY ACTIVITIES

CMTPE Day One:

November 2nd, 2009

Objective:
The Objective was to kick on the training session with an ice breaking session. The
main aim was to make the participants feel comfortable with the training session
and to ensure their active participation in the event.

Activities:
Day One started with the inaugural function presided over by the Managing
Director of Edassery Group, Mr. .E.J.Davis. The training session was kicked on
with the ice breaking. The feedback for each session was randomly analyzed from
the participants edge. Theories based on communication, strategies etc. were also
discussed during the session.

Result:
The Ice breaking session was effective and the sessions on egoism and related
topics were wholeheartedly accepted by the participants.

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CMTPE Day Two:
November 3rd, 2009
Objective :
The Objective was to familiarize the participants with the core management team.
The main aim of the role play was to make them understand the nature and duties of
core management team.
Activities :
The Session started at 8.30 am with a role play. Participants of 6-7 each were made
to sit in groups and were given the roles of Managing Director, Board Member-
Director, Resort Manager, Finance Manager, Resort / Admin Manager, Chef etc.
The group was asked to analyze ten questions. The discussion was really serious
and groups took time till 12.30 pm and did the presentation thereafter. The concept
was to make the participants empathize with their role and understand the pros and
cons in managing routine and strategic tasks. Training for staff members started by
inculcating management games. The Icebreaking session started with Spider web
game. The game was incorporated in such a way that a participant will randomly
throw a ball to another participant after introducing about their personal details and
this continues forming a web.

The Second session was with respect of ‘egoism’ in connection with behaviour at
work place. The noon session commenced with communication game to understand
barriers in communication and to realize the importance of grapevine
communication. The final session was with respect to a situation analysis to analyze
the ethical codes and social responsibility norms existing in the minds of the
employees. The session for day concluded at 4.30 pm. The participants were
motivated by distributed gifts and huge appraisals. The managing director also
marked in presence towards the presentation session. The feedback from the MD
based as feedback from the participants was really encouraging for the consultants.

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 Result :
The Team members evolved an understanding of various managerial activities by
putting themselves in the shoes of key personnel as part of the management game of
role play. They could visualize various problems from different angles as per the
roles.

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CMTPE Day Three and Four:
November 4th, 5th, 2009

The Training need analysis was conducted on a sequential series. The organizational resources,
practices and priorities were discussed with the trainees so as to create a training climate. With
the trainer skills and trainee’s learning style, the training objectives, strategies, tactics and
program design were developed along with the necessary support facilities. On the basis of the
training objectives, enabling objectives and lesson objectives were developed. The training
topics were divided into subtopics and modules. The contents were categorized on the basis of
information, knowledge, skills and attitudes. The sequence of the contents, learning outcomes
was critically analyzed taking into consideration the various constraints which could possibly
affect the entire system.
The Flow Diagram depicting the training need analysis is given below.

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 CMTPE Day Five:
November 6th, 2009

Objective :
The Objective was to emphasize the importance of relieving stress in work place.
Activities :
The Session started off with a real life situation incorporating stress among
participants. The participants were then influenced with the concept of stress in
workplace and how it can affect employee’s morale and motivation. The session
continued with the laughing therapy to overcome stress. Management games were
included to make the session more interesting. The games aimed to build up team
work and understand its importance in corporate workplace. A very interesting
game was included in the session with regard to team members and each team was
assigned the task of building up a dream resort. The activity was planned in such a
way that the participants were not allowed to use mouth and one hand so that they
could not work in full swing. There were external hindrances affecting the working
environment like devils and there were helping hands in the form of angels. The
session showered at most well appreciated by both participants and management.
Result :
The Simulated exercise on stress in work place was in fact an eye opener for most
of the employees-mostly the senior employees. They could understand the
relevance of stress free environment in work place and how that it can act as a
biggest motivator for the employees to work in a favorable environment.

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CMTPE Day Six :
November 9th, 2009

Objective :
The Objective was to equip the participants to work effectively in a team and to
make them understand the importance of synergism in work place.

Activities :
The First day of second week of training session started on November 9, 2009. The
session included power point presentation of teamwork and its relevance. The
participants were grouped into their job etc. the whole idea was to gain sufficient
inputs from the participants and to support them with necessary feedback so that
they could know who they are, what they are presumed to do in the organization ,
their roles, responsibilities and so on.

Result :
The Result was that the employees understood the relevance of working in teams
and recognized the synergic effect oozing out of team work and how it adds to the
overall productivity in a concern.

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CMTPE Day Seven :
November 10th, 2009

Objective :
The Session aimed at providing an overview of importance of management
principles and communication and the development of hospitality industry.
Activities :
The Session was more theoretical oriented. It started off with basics of
management, importance of communication, development of hospitality
industry and basics about the grooming up of resorts eyeing on the concept of
time share business and the lucrativeness involved in it. The afternoon session
was more of practical oriented version and the participants enjoyed it
wholeheartedly. The session included ethical concerns by Mr. Pauly. Situation
reaction tests and ethical concerns in organizations were discussed in the
session. The need and importance of maintaining moral and social responsibility
and the responsibility of the employees to develop organizational citizenship
behaviour to avoid deviant work place behaviour were critically analyzed in the
session. The session concluded with practical exercise.
Result :
The Session aimed at providing an overview of the ethical concerns and the
response was good which reflected in the practical session that followed.

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CMTPE Day Eight :
November 11th, 2009

Objective :
The Objective of the examination was to evaluate the employee’s theoretical
knowledge with respect to their job as per the request of the Managing director.
Activities :
The Session was all about evaluating the employees. The employees were given
written examination mostly in the form of objective type and were asked to
complete the same for final evaluation. Participants took more than few hours in
completing the same. The executive participants though initially a bit reluctant
finally took the written exam which can be considered as a notable achievement in
the attitude and behaviour of employees as part of the training rendered. The
session was an orientation training equipping the employees with the duties and
responsibilities of various departments. Sessions on Front office Management,
Restaurant management, House keeping etc were taken on full swing. The session
was made interactive by including the participants to share their experiences in
work place etc. The session aimed at providing a final touch up before the simulated
resort exercise planned on November 21.
Result :
The Examination was objective of subject matter pertaining to each department and
was pretty tough. But the responses of participants were encouraging. The highest
score was above 500.The senior executives also participated in the same.

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CMTPE Day Nine :
November 12th, 2009

Objective :
The Objective was subjective evaluation of employees as per the Top
management team’s request.
Activities :
The Exams were conducted during this period from 8:30am to 4:30pm on five
different sections of the Hospitality Industry. The purpose of this was to identify the
language skill and subject knowledge of the recruited employees to the new resort.
They were given with standard question papers, which helped them to familiarize
with new words and phrase that are used in a Hotel Industry. They were
enthusiastically participated during the entire period.
Result :
The Exam was conducted on this day as well. The evaluation of the same was really
encouraging.

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CMTPE Day Ten :
November 13th, 2009

Objective :
The Objective was a pilot study of the actual resort functioning in a simulated
environment.
Activities :
The Session was a simulated exercise. The participants created a simulated resort in
Edassery campus. It was an interactive session to take and give feed back on the
actual resort and the performance of each department therein. Various departments
like front office, house keeping, travel desk, kitchen, restaurant etc were set for final
inspection by the core management of Edassery group. Mr.E.J.Davis, Managing
Director, Edassery group, Mr.Kuriachan of Edassery Group, Mr.Midhun, and Board
member of Edassery group visited the same to evaluate and give feed back to the
participants.
The best trainee award was given to the following participants.
1. Mr. Hariharan
2. Mr.Shaji
3. Mr. Pauly M.V
4. Mr. Praveen
5. Mr. Sajeevkumar
The Managing Director distributed prizes to the winners. The training session
concluded with executive buffet prepared by Executive chef and team. A group
photo session was also arranged.
Result :
This Provided a real pivotal platform for the management to interact with the employees
in a simulated environment after starting the real resort functions in Kayal resort. It
was really encouraging as both management and employees got a feel about
possible flaws in the system and means of overcoming it.

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 MARK LIST
The Purpose of CMTPE Examination was to identify the language skill and subject knowledge
of the recruited employees to the new resort. It proves the subject knowledge and language of the
employees. A set of standard questions regarding various departments like Housekeeping,
Production, Front office etc were included in the question paper. The employees were given
written examination mostly in the form of objective type and were asked to complete the same
for final evaluation.

From the thirty two employees, four among them did not write examination due to their personal
reasons. The employees who wrote the examination performed well during the entire session.

The highest scorers secured according to rank list and departments are.
1. Pauly M. Vettiyadan Service Team
2. Baizil .k. Paul Service Team
3. Praveen Varghese Front Office
4. Jinoy Jose Front Office
5. Sajeev Menon House Keeping

The results of CMTPE examination was a positive sign as it delivered the real skills and
knowledge of the recruited employees. It provided a platform for each employee to exhibit their
subject knowledge and language skills, through a class room test. The trainees who scored
highest were given a token of appreciation from the management which indeed provided an
additional motivation for them.

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 CMTPE MATERIALS

Appropriate training material is an important asset in any training programme. The detailed
Training Need analysis was conducted to understand the training requirements of employees at
various levels and the entire training programme was scheduled on the basis of the information
provided by the management team as well as the participants. Detailed Training materials were
prepared in simple, lucid language for the participants to understand it in the most effective
manner. The training materials were given to all participants for the further reading and
reference. The training material will be updated and will be made available to the participants
during subsequent training sessions.
The materials are

• Management Principles
• Manager in Hospitality Industry
• Team Building
• Team Building Exercise
• Team Work
• Winning Attitude and Productivity
• Body Language
• Relationship and Communication
• Telephone Handling
• Front desk skills
• Front office Operations
• House Keeping
• House Keeping Emergency and Safety Procedures
• Fire and Safety Program
• Safety and Hygiene
• English Proverbs
• Manual for Food and Beverage

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 • Customer Care

CONCLUSION

The Training session was deemed successful from the point of view of the employees and the
management as per the feed back collected. Employees responded positively towards the
CMTPE and they were enthusiastically participating in the day to day sessions.

The Programme assisted the employees to reduce their anxiety towards a new working
environment by clarifying all their queries and also helped to build a good rapport among the
employees which ultimately results in developing a positive working atmosphere.

The Real change in the attitude and behavior of employees at various levels were very much
visible during the Training period. Employee’s resistance to change was slowly melting down
and they were even more than willing to participate in the final written and practical evaluation
of the Training session. The employee’s level of motivation was highly boosted up and the
Consultants see this as a stepping stone to retain potential employees in the resort. The
Consultants feel that the employee’s performance will see radical changes in the near future.

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