Onboarding program at Royal Club (RC)
The onboarding program for newly hired front desk employees at Royal Club
(RC) should aim to familiarize them with the company culture, values, and their
specific job responsibilities. They should give the new employees a schedule for their
Induction and onboarding process along with all the Point of Contact details, which
will help the new joiners.
The program should include the following content, activities, and involved personnel
Company Overview:
Introduce the history, mission, and core values of RC, emphasising the
importance of respect, kindness, customer-centric attitude, and inclusiveness.
HR team to help the new employees Complete the joining formalities and paperwork,
explaining the benefits overview, company policies & dress code.
Managerial Introduction to Royal Club's vision, mission, and core values &
Interactive session on Royal Club's journey, brand identity, and unique offerings.
The onboarding process should help them Explore the property, understand various
guest areas, and familiarize themselves with amenities & learn essential software used
for check-in/out, reservations, and guest management
Role-Specific Training & Guest Service Excellence
Provide detailed training on the check-in and check-out process, room allocation,
guest verification, upselling techniques, payment handling, record-keeping, guest
inquiry handling, and complaint resolution.
Customer Service Training to Emphasize the significance of delivering exceptional
customer experiences, including role-playing scenarios to demonstrate effective guest
interactions.
Activities:
Shadowing: Pair new hires with experienced front desk employees to observe and
learn the day-to-day operations.
Role-Playing: Engage in interactive sessions where employees can practice handling
various guest scenarios and challenging situations.
Welcome Lunch or Orientation: Provide an informal setting for new hires to meet key
team members, including managers and colleagues from other departments.
Organize a property tour to help employees understand the layout and amenities,
enabling them to assist guests better.
Interactive sessions: Workshops, group discussions, and quizzes to reinforce learning and
encourage participation.
Feedback sessions: Regular feedback and coaching sessions to address any challenges
and provide guidance for improvement.
Team-building activities: Icebreaker sessions, team lunches, or group activities for
quicker interaction among new hires and existing employees.
Departmental Integration & Soft Skills
Departmental Collaboration: Meet Department Heads (Housekeeping, F&B,
Recreation) to understand their roles and learn how each department contributes to the
guest experience.
Interpersonal Skills Development: Workshops on active listening, empathy, effective
communication, and conflict resolution.
Mentorship Program Introduction: Meet your assigned mentor, discuss expectations,
and schedule regular check-ins
Teams that should be involved:
HR team: Responsible for organizing and coordinating the onboarding program,
providing necessary resources, and tracking progress.
Department managers/supervisors: Involved in setting expectations, providing
guidance, and monitoring the performance of new employees.
Trainers/mentors: Experienced staff members who can train, mentor, and support new
hires during their initial days.
Existing front desk employees: Encouraged to share their experiences, provide
insights, and offer support to new team members.
By incorporating a mix of informative content, engaging activities, and involving key
stakeholders, the onboarding program can effectively integrate new front desk employees into
the RC team, ensuring they are well-equipped to deliver exceptional customer service and
contribute to the success of the organization
