The Trainer - Raymond Ho

Raymond Ho Swee Hau or Raymond Ho

A Trainer that Specializing in Hotel, Resort and Food &Beverage Industry.
He Had been working with world Class Hotels & Company Which than Give him the Knowledge and Skills.
With all the Knowledge and skills he have now, He Share his Expertise to everyone whom need it by Setting up a Training Company Called A.K.S Training Centre.

Lots of people was wondering the name "A.K.S" which noting really revelent to His Name, Product or whatsoever. SO, When we Ask, He Smile and said " My Tag Line is Get it Right!, Learn it Right and Do it Right"

Which is
A for Attitude " Get It Right"
K for Knowledge " Learn It Right"
S for Skill " Do it Right"

He give an Example of Adult Learning nows a days. When you are ask to attend a training What is in your mind?
Do you survey the Trainer Profile Before you come to the training Hall?
Do you Really Want to Learn or its just because of KPI or Instruction?
Do you Open your Heart to Learn from the Trainer?
Do you Survey the Topic that's the Trainer gonna Share in advance?

NOW!! All these are ATTITUDE!!
You learnd nothing if you come to a training hall with all the Ignoring signal and you will learn very little if you dont  set your attitude right. and Thats is why He put an "A" with a start of his company name.

OK!! Now we know he put the Attitude in Top Priority but what next? 

Yeah!! Some of you Might Get it! Its "KNOWLEDGE"
He Said! Having the Right Attitude doesn't make you Wise, But Its Knowledge. I always believe, No One is 100% Correct including me. But, you must always focus and do some research about the topic given by the trainer. Not just agree 100%. blindly.

When I was young, A Student Trainees Come to me with a Prune a type of soft skin fruit. And She ask! Sir!! What is This? Than I told Her, Oh!! Its a Malaysia Apple! Very hard to get.( I'm  just being Naughty by that time"
That poor girl believing me 100 % untill she ask our purchasing staff for the real name of the fruits as she wanted to buy it.Well!! She was angry of me on making fun to her after that.

What will actually happen if a trainer told you an information and you just share all around without recheck it? Whats the damage for you and your company?

And that is why, A good Trainer with skills and knowledge does not come cheap. Its Just simple because the research they had done, the investment they put in to ensure the topic they deliver is accurate and of course. You lose nothing if you recheck the information. Its Help to build into your memory.

Lastly The SKILL,  Perfect Practice make Perfect. So, his tag line is "Do it Right!!"
Rechecking the Trainer course content makes you "practice in the mind" which this information or knowledge will stay a long time in your mind.
Others that rechecking the content what practice we can do?? Well!!! Its easy!! Share with Others and Trainer Others!! the more you Trainer, Its Benefit your Subordinate and also its help you master the topic.

So all!! Lets share the information or training you gain.

Group photo of Keris Students With The Trainer Raymond Ho

Group Photo After the LPM Training

Our Trainer "Raymond Ho" Is giving free talk to The Schools AS well.

When he is a In-house Trainer Specializing in F&B Training

Raymond Ho - Emergenetics Certified Associate

Raymond Ho with Emergenetics Founder Dr Geil Browning

When he is a In-house Trainer Specializing in F&B Training

A Photo After Certified TTT for Butler Service

 

Back to School for Motivation and Hospitality Talk 20.10.2014

I was Invited back to school for A Motivation and Hospitality Talk on 20 October 2014 at SMJK Poi Lam Ipoh, Perak. It’s a Great time we had with all the students sharing about the Industrial function and some of the job scope on each of department.

Our Path of Learning. Started from ATTITUDE Than KNOWLEDGE and Finally SKILL this is why my company was AKS Training Centre

10 Outstanding student win Their Free Emergenetics Workshop during the sharing session.

Students is giving 100% attention on the sharing session. What a honor for me.

The end of the session with NEVER STOP LEARNING!!

Motivate yourself with Emergenetics Profile by understand yourself deeper.

I will be continue to share my experience from school to school and hope WE together can create a better quality of workforce for Hospitality Industrial and understand outstanding yourself with Emergenetics Profiling.

KPI Key Performance Indicator

KPI Key Performance Indicator

KPI is what most of the company used to measure their staff performance on yearly basis or it also can be used on Quarterly basis. It’s a choice of company.

I’m going to share with you some KPI done for Trainer by their employers whom have no idea what’s is training all about that I received recently from one of our trainer group member.

·         Training hours VS last Year’s Training Hours

·         5 New training programmed for a year

·         New hired staff training to be increase by 20%

·         50 Staff to be trained per month

·         To ensure all staff attend training by 16 hours

Ladies & Gentlemen, You as a trainer, do you find this fair for our field?? How would the company Training & Development will be improve if this are their KPI? Let’s us look into it one by one.

TRAINING HOURS VS LAST YEAR’S TRAINING HOURS

Each Trainer is given 365days a year.  The limitation of training hours is very much depends on their level as a trainer.

A Director Trainer, May able to conduct more training as most of the organizing, planning, confirmation, setting of the room was done by the coordinator or their assistance. And due to the trainer level, (Director) He/ she might only conduct the training for a very specific group of participants. Usually managers level of the company so we may estimate. 50 Days per years

Training Manager where else is conducting training mostly for Staf & Management level. And so, it might move up to 80-120 days per year.

What else the factor that give impact on the training hours calculation?

1.       Public Holiday (We can’t conduct training during public holiday)

2.       Off day & MC for each trainer + trainer Annual Leave

3.       Peak / Super peak Seasons (We also don’t do training as all the manpower should be paying attention for the guests)

4.       Time / system used to planning the training, designing, Developing the slide, Photocopying the noted,  Training Setting Up, Ensure the room in good condition (Including Wash room) , preparing the foods and beverage, preparing Certificate.

5.       After the training, The follow Up of the participants for lavel 3, Times to times assessment / observation.

5 NEW TRAINING PROGRAMMED FOR A YEAR

Should you have 3 Trainers  and developing 5 training Programmed for a years, I believe its fine. I would like to share my mind on this. A successful training result was not base on how much training programmed you can develop. But is the right programmed for the right problem.  And What is the KPI Measuring over here?? More programmed more score??

                Further more for a training programmed developed; we suggested to used it minimum for at least 3 years to ensure the whole company staff are able to attended on the first year. 2^nd years will be refresher course and enable the trainer to analyze their understanding and execution system. The 3rd years will allowed the departmental trainers to deliver the same programmed to the rest of the new staff with the desirer standard.

NEW HIRED STAFF TRAINING TO BE INCREASE BY 20%

New hired staff training to be increase?? I’m find it hilarious, what kind of company that actually whan their staff turnover to be increase?

50 STAFF TO BE TRAINED PER MONTH

50 staff per month?? For a years, the trainer need to train 600 staff??? Well In a years we can’t perform training on monthly basis, some company don’t allowed training during Ramahdan month, or School Holidays, or peak season. You can’t ensure the outlets will sent their staff for training during busy period. At least I not going to sent if I’m the manager.

If you prepare your KPI as ( yearly, 20% of the total staff to be train on XXX subject ) I find it is much clever than the above.

TO ENSURE ALL STAFF ATTEND TRAINING BY 16 HOURS

Of course its one of the job scope for Training & Development to ensure the staff  attend training base on the company needs.

Some company required to attend 36 Hours of training. But if the Manager in charge of the staff  / the section manager was not taking the training topic seriously why the punishment was drop on the T&D Department? The outlet / section Manager itself should face the punishment.

In Simplified means:- The Manager of the staff should ensure the staff development was archive.,

Its just an personal Feedback and some sharing for other’s member. Please do not hesitate to show this to your Boss, if you also have these in your KPI.

Good Luck and All the best!!!

TRUST!!

TRUST!!   Will be our Topic today. So, what was it about?

We will first start with this questionnaires

1.       Can you hire a staff and without Checking on their job performance or follows up?

2.       Can you trust the punctuality of your staff without checking their punch card or CCTV?

3.       Can you give them the authorities or empowerment to solve the company issue even though the cash is involve? or Without getting green light from you?

4.       Can you trust and try their proposal even thought you feel ridiculer?

5.       Can you trust the young Manager can do better than you if given opportunity?

Most of you might find this questionnaire is Crazy!!  Ya…  perhaps we are.

What we believe,  When the trust is fully given and the staff understanding of your MISSION, VISION and GOALS. I believe, the staff can do more than you can think off.

By doing this above, the staff will be more negatively and aggressive on company benefit plus the work load. Not only that,

Any of wrong statement came out from the management team; the staff might be more Passive Aggressive or move into defensive mode.

When all these feeling goes into the staff, what will be the outcome of your future business looks like??

For some Mega company, might said, who’s care!!! I got plenty peoples queuing just to get into the company.

Yup !! you are right !! Mr. Mega Company, but the question is, for how long more? We all know the Y Generation was having different mindset of “Working” They want trust, challenge, opportunity and respect.

By doing all the checking and fail to trust them, How long more they will be in your company? End of the day, your great Mega Company will be just a stepping stone for them to look for a company they feel appreciated.

I’m not saying that we should do whatever opposite from the questionnaires. We just trying to educated them and trust them as they are one of the fighters to fight for us.

Here are some of the stories

 Story 1 – Outlet Visit 2009

The staff was asking to go outlet visit in Penang for at least once a month. And so, the new executive staff drives his personal little Kancil (A Malaysia small Car) from The Headquarters (KL) to Penang.

Now, before he started the journey to Penang, There’s other’s various department ask help for this exec to bring some of the Chinaware and Marketing Banner’s. (Now talking about some, its like 150 Pcs 60 cm Plates and 2 Big boxes of Glass (24 Pieces in a box).

A small little Kancil car with 650cc in power and have to drive up hills to Penang?  

Ladies & Gentlemen, Its heavy and under power with all the things inside.

Now, during that time, the claim was RM0.50 per Kilometer.

This poor executive was a nice person, and so, he drive and he took 6 hours to reach Penang. Now when he is back.

 He raise the mileage claim according to the trip record for his car. And the company question was, :-WHY ITS IS SO HIGH???  You should have calculate the trip base on Google Map!!.

And the total Mileage claim was like 75 Kilometer Short after they change to Google map mileage.

SUMMERY : THE MANAGEMENT RATHER TO TRUST THE GOOGLE AND NOT THE STAFF??

Story 2 – Guests Complaint 2010

There’s a guests who not happy with the food at the buffet line, and he make a complaint to the service staff. The manager immediately had offered whatever he in power to do, but the problem was not being resolve. (The solution was including full refund “even the guests had taken 1 hours having their meals”)

So, the unhappy guests was continue arguing with the manager and he (the guests) accidently Break a 7 Thousand ringgit glass table while he is punching on the table and he (the guests) just walk off.

Now the Manager was very unhappy and brings this issue to the General Manager.  After the CCTV view, the Company had come out a voice. All the staff and the manager who is working in that restaurant on that period of time, need to Pay back the company on the broken table with full amount (7K) with the reason of the manager and the staff was unable to satisfied the dining guests. That’s the resulting of broken table incident happen.

SUMMERY : WE ARE TALKING STAFF REPRESENT THE HOTEL / YOUR COMPANY AT ALL TIME. AND SHOULDN’T IT IS THE COMPANY RESPONSIBILITY OF NOT TRAINING THE STAFF WELL THAT RESULTING THE INCIDENT???

P/S  :-

IF YOU DON’T TRUST YOUR FIGHTER!! WHO ELSE WILL FIGHT FOR YOU IN FUTURE??

TO SERVED THE BOSS OR TO SERVED THE GUESTS FIRST?

TO SERVED THE BOSS OR TO SERVED THE GUESTS FIRST?

Most of the Company staff "especially" in Service industry were practice in serving the boss not the guests. See the following example and you mark yourself.

1. The boss wants a Bananas, The staff find it from everywhere until they get it. For the guests? I'm sorry it’s not available.

2. Did any of bosses always ask the staff to perform their personal things e.g. Sent my laundry, Help me purchase some vegetables from market, Sent my broken TV to workshop Etc.

3. The Restaurant was busy, being a owners, usually we skip from dinning in as this will create a tens to the staff. It will be more worst if you demand all your food and drinks to be served first rather than the guests.

We believe in Staff will work much self motivating, energetic and more loyal if you just give a little sense on serve the guests first not me.

PS : if you need all above, get yourself an Personal Assistance..

Do you agree?

This Is why Your Staff De-motivated

What’s make your staff de - motivated? 

Follow the story and you might just get it!.

There’s a story between the Staff VS Guests VS Management in a Hospitality line.

On a good sunny day, the staff spotted the guests trying to “pack “ some of the hotel belongings into their luggage while checking out. The staff taken their initiative to inform the guests that, the particular items was payable if they want (with the mentality of company benefit first!) .

However, the guests was angry and make a direct complaint to the manager at the Front Office claim that the staff was rude!

The end result of this complaint, The guests get free meals while waiting for checking out, and also a 20% discount from the overall rooms bills.

The staff?? Was served with an warning letter for being rude with the guests.

Now, if you are the staff, what will you do infuture if you encounter the same things? guests is packing your hotel stuff.