LEARNING AND DEVELOPMENT
The Atana Hotels training programs are systematic and thorough, shaping each associate’s development from both a personal as well as a Company perspective.
Our talent development managers ensure that associates at all levels receive training to embrace the Atana Hotels culture.
Throughout their employment, the associates are provided with various general and specific on-the-job, online, interactive and classroom training sessions to continuously enhance their skills and knowledge
All properties must have aside from the talent development manager, at least two certified department heads to lead the training.
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The talent development manager must maintain all training records.
Associate induction
Our training programs ensure flawless service and consistent delivery of requirements.
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New associates will get brand immersion and technical skills training during their induction.
They must complete the online induction program within three months.
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The program also includes the following modules: Atana Hotels grooming guidelines, telephone techniques, product knowledge of the property and its destinations as well as team building.
General manager induction
New general managers, those returning after a two-year absence, or those in their first hotel leader position with Atana Hotels, will undergo an induction program within their first week.
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This program includes visiting the corporate office of Atana Hotels to meet the corporate team, introduction to the owners by the group general manager and cross-exposure within the Atana Hotels group.
Executive induction
New department heads will participate in the online induction program, as well as additional management modules, as outlined in the Atana Hotels induction program.
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Respective corporate division heads will conduct a thorough on-the-job property induction and hand over all division branding and tools for follow-through.
High-potential supervisors and managers will be nominated to attend the appropriate corporate-driven development and assessment programs. This will help identify and develop future department heads and senior managers for Atana Hotels.
On the job learning
Atana Hotels has a reputation for excellent service, achieved through rigorous training. We have a clear service culture that guides our standards and training.
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Learning and development is an ongoing process.
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All associates are evaluated and re-trained at various intervals.
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Training will include simulations for guest-facing operations to prepare for different scenarios.
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During on-the-job training, associates should be briefed on their service role, evaluated and retrained as needed.
Contract workers and internship induction
In our industry we rely heavily on contract workers, interns and third-party relationships.
Workers who interact with guests must have the necessary skills to perform their duties effectively and meet Atana Hotels standards.
All contract workers will participate in a comprehensive and structured induction program prior to being assigned field duties to serve our guests.
All contract workers will receive on-the-job training to perform their duties to the same standard and quality as full-time associates. This includes health, safety and fire training.
The talent development manager, along with hospitality institutes and department heads, will create a program to ensure interns receive proper training and guidance, aiming to hire them permanently after graduation.
Legal, fire, life and safety training
Atana Hotels ensures the safety and security of associates and guests through regular training. The general manager and steering committee members must stay informed about local laws and reporting requirements, adhering to them and adapting practices, policies and procedures as necessary.
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All associates must attend fire and life safety training, as well as any other job-related ad-hoc training, such as emergency procedures and food safety training.
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A fixed percentage of associates, designated as the fire and safety team, must undergo initial and annual first aid, fire and life safety training. This includes crisis management and communication training as well.
Additional health and safety training
Refresher health and safety training will take place in the departments for the dedicated fire and safety team once a year.
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The training will cover topics such as emergency procedure for guests with disabilities, electrical equipment, safe handling of dangerous equipment, food hygiene for all food handlers, lifting and manual handling, working with audio-visual equipment and other office equipment, office safety measures, chemical training, alcohol awareness and host responsibility as well as local or regional statutory training.
Learning and development administration
Each property will conduct a training needs analysis to identify gaps.
The talent development manager will assist in developing a training plan which will then be consolidated for the property. These plans must consider the business and operational needs of the property and its respective departments.
All training and learning materials are available online on the Atana Hotels platform.
The learning plan must include a training budget covering all overheads.
Required learning records must include, but are not limited to training attendance, training assessments and feedback from training sessions.
Conclusion
The Atana Hotels brand standards may change based on operational needs or to stay competitive.
The corporate office will communicate ad hoc changes promptly. Expenses related to these changes should be incorporated into property operations and forecasts.
All brand requirement changes must align with this guideline to maintain Company-prescribed quality standards.
Any deviations require written approval from the group director of talent resources and development to ensure uniform employee branding across the group.