Professional Documents
Culture Documents
CONCEPT
The “ WHAT ” in what you want to do. WHAT do you
want to achieve?
What is the objective in this process. The What
should be defined clearly and concisely.
CRITERIA
The “ WHY ”
WHY do you wish to adopt this concept? Be specific
and very clear.
STEPS TO ACHIEVE
The “ HOW ”
List individually how you are going to do this.
CHALLENGES
List individually, what could possibly go wrong in
implementing your steps to achieve.
COMBAT PLAN
List individually the solutions to the individual
challenges as outlined above.
UNIQUE CHARACTERISTICS
List individually what is new, creative, innovative
about the steps to achieve ( The HOW ) What is your
competitive edge? If there is none, start again from
steps to achieve.
THE FUTURE
If all of the above are implemented where will you be
in 3 to 5 years?
THE ULTIMATE PROCESS
COMBAT PLAN
Increase product-knowledge of order taker.
English language unsatisfactory
1. English language is a pre-requisite for hire.
2. Compulsory English language training.
3. Internal transfer immediately, an English speaking person.
4. Supervisor to take on the role of O/T until they are proficient.
5. Introduce Service One (In-house call center).
Never been trained
1. Create awareness for training within staff.
2. Chalk out the Time Line / Critical Path for training.
3. Benchmark training standards through the butler concept.
4. Source the best R/S Manager within the Taj group to train the
team
No instructions given regarding the cooking of the said
menus.
1. Chef to supply hard copy of description & cooking
method per item.
2. Order takers to observe chefs’ cooking methods.
3. Order takers to taste all menu items.
4. Measurement – order takers to be tested on all of the
above.
5. During quiet periods role-plays to take place within the
team on the above.
Up selling does not exist
1. Incentives to be introduced for ‘highest up-seller’
2. Order taker to assist guests in ordering.
3. Records of weekly/monthly up-sold revenue to be
maintained & measured.
Order taker too slow
1. Mock ordering to be carried out through role plays.
2. Detailed ‘if-then’ flowcharts for Breakfast / Lunch &
Dinner to be worked out.
3. Training to be imparted on usage of quick keys.
Not using telephone headsets
1. Introduction of telephone head sets to Room Service
2. Training in usage of telephone headsets
Too many orders at one time
1. First in – First out method
2. Inform guest of time required and be honest
3. To keep a tab on pressure on kitchen
4. Order Taker to have trace file (with time deadline) to
follow-up
Micros knowledge poor
‘Tagging’ system to be introduced to reduce
communication time between kitchen and order taker.
Job tasks not matching job profiles
1. Staff to be trained per positions, tasks become
obsolete in multi skilling
2. Team Leaders to buy into the concept and sell to
the staff
3. Training time line / critical paths to be created