Whitbread - Student binder - Business in the Community

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GET INTO O
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Student
Workbook
day 1
GET INTO W
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W
GET INTO O
INSPIRATION
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Your Guide to
Work Inspiration
Tools and Support Kit
Day 1
Welcome to Whitbread
The UK’s largest and best hospitality company.
Fantastic brands
Inspiring
teams
Infinite
opportunities
Delighting
guests
Welcome to your
W
GET INTO O
INSPIRATION
K
programme here at Whitbread!
A programme
d
specifically designe
with You in mind!
You choose which areas of
management you would like
to
gain insight into, you decide
what goes into your programm
e.
You help us
manage and lead
our business.
A programme not like any
other - helping You gain a
real insight into the world
of managing business.
You decide how
challenging you’d
like it to be.
Something that we
hope You will learn
a great deal from.
u
Something that Yo
ll
te
to
feel proud
your mates about!
Ultimately, we want
You to feel inspired by
our world of hospitality!
We are proud to confirm that this Get Into Work Inspiration programme has been
awarded the Inspire kitemark by Springboard.
The Inspire kitemark is a quality check on Work Experience programmes in the
Hospitality Industry approved by Springboard UK.
Springboard UK are a not for profit organisation promoting careers in the hospitality,
tourism and leisure industries.
To find out further information, look on springboarduk.net
5
Day 1 Outline
Today is your welcome and induction day.
Below is a list of the things you are going to cover.
Skills and
behaviours
activity
Meet and greet
and basic work
information
Log in, log out
and light bulbs
Quiz night
activity
Tour of the building,
followed by map of
the building activity
Career
inspiration
session
Careers
happen
activity
Plan the
coming days
There will be loads of chances to ask questions and there is a
section within this workbook where you can make any notes.
6
Log in and
out each day.
Reflect on how you are
feeling at the beginning
and end of each day.
You need to be honest with
how you are feeling, what
is exciting you about today,
is there anything you are
not sure about and what
can we do to help you.
7
Week 1
LOG IN:
LOG OUT:
LOG IN:
LOG OUT:
LOG IN:
LOG OUT:
LOG IN:
LOG OUT:
LOG IN:
LOG OUT:
8
Week 2
LOG IN:
LOG OUT:
LOG IN:
LOG OUT:
LOG IN:
LOG OUT:
LOG IN:
LOG OUT:
LOG IN:
LOG OUT:
9
Light Bulb
Every so often a light
comes on in your head.
That moment of when
things suddenly start
making sense. It is really
important to remember
what these are.
Use this section to keep
a track of them, you will
be amazed how many
you turn on over the
next couple of weeks.
10
Moment
11
Skills and Behaviours
What skills and behaviours do you think
are needed to work in hospitality?
List the skills and behaviours here, your Manager
will talk you through your answers.
12
As part of your first day you
will receive lots of information.
Complete the quiz below as
you go along during the day.
It’s fine to ask for help from
the team if you need to.
The Manager will go through your
answers later today.
How many steaks do Beefeater serve
each year?
What is the site contact number?
What colour is the Taybarns logo?
What is the Manager’s name?
Which car can be won on the ‘Welcome
to Whitbread’ DVD?
What do they like to be called?
How many tables does the restaurant
have or how many rooms does the
Premier Inn have?
Where can you leave your coat and bag?
Where is the fire assembly point?
In what year did Samuel Whitbread
found the company?
Who do I speak to if I have an accident?
What are the 6 main Whitbread brands?
What is the management development
programme called?
Which year was Premier Inn launched?
What is Whitbread environment
strategy called?
Which other 3 countries are Premier Inn
based in, outside of the UK?
How many guests did we serve/host
last week?
How many people work at your site?
How many Premier Inns are there in the
United Kingdom?
How much is a breakfast for an adult
and a child?
13
Map out the Building
To help you find your way around over the coming days,
draw a map of the layout of the building, using the graph
paper stored at the back of the binder.
Your map should include:
In the restaurant…
In the Premier Inn…
A floor plan
A floor plan
Fire exits
Fire exits
Fire extinguishers
Fire extinguishers
Tables, including
table numbers
Door numbers
Kitchen entrance
Linen room layout
and position
Bar area
Reception area
Host station
Any vending machines
Coffee machine
Disabled rooms
Any other machines
Team room
Toilets
Team notice boards
Garden area
(if applicable)
Cellar entrance
Team room
You have 45 minutes for this activity.
If you need help, ask any of the
team that you meet on the way.
14
Careers Happen
This is your chance to find out a little bit more about the
Manager who is supporting you over the next couple of weeks.
Use the following questions to interview them, make notes of what they tell you and
construct a visual map of their career journey. Your Manager will give you the tools to
complete this task.
You will have 1 hour and 30 minutes to complete the task. If you forget to ask
anything or want to ask again that’s fine, just ask away.
What school or college did you go to and what were
your best and worst subjects?
What do you remember most about school or college?
15
When you were at school or college what job did you
really want to do then?
What was your first job? Why did you leave?
What jobs did you do from then on?
16
Have you ever won any awards?
What was your lucky break?
Who would you thank for giving you that break?
17
If you could go back and give yourself any advice,
as a 15 year old, what would it be?
What was your nickname when you were at school?
What is your greatest achievement inside and
outside of work?
18
What would you say your best talents are?
What do you like the most about your current job?
What job would you like to do next?
19
Careers Happen Career Board
This is an example of what your Careers Happen Board could look
like, however, feel free to use your own imagination.
20
What’s the Plan?
Use the timetable below to plan out the first couple of days so
you know where you are and who you are meeting.
As you spend more time with us and you find real inspiration about an area or areas
of our business, or a module that you would like to complete, add in the extra days
with the support of your buddy. Don’t forget, it’s alright if you are not sure about all
of the modules yet or if you want to change your mind as the days go by.
Week 1
Monday
Tuesday
Wednesday
Thursday
Friday
Monday
Tuesday
Wednesday
Thursday
Friday
Start
time
Who am
I meeting
What
module
am I
working
on
What
time do
I finish
Week 2
Start
time
Who am
I meeting
What
module
am I
working
on
What
time do
I finish
22
summary of modules
GET INTO W
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summary of
Modules
GET INTO W
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1. Good Together
Whitbread is a responsible business and we are committed to minimising our impact on
the environment and promoting good environmental practice. We want our customers
to be confident that by choosing to eat, sleep or drink Whitbread, they are doing the
right thing by both people and planet. We will give you an understanding as to what
Whitbread does as a company to be environmentally friendly, what responsibilities we
have as a large company and what we do to give back to our local communities.
You will understand what the cost of wasting energy can be to a large company like
Whitbread, and the impact this can have on the environment. You will work in this module
to identify how to reduce waste energy in the workplace. This module also aims to help
you understand Whitbread’s responsibility as a large PLC to the community, and why we
have implemented our “Good Together” philosophy.
2. Facilities Management
You will get an opportunity to evaluate and understand why our bedrooms are set
up in the way they are. How is the design of our rooms different from other hotel
chains? Is it different? How? If you had the chance to makeover our bedrooms what
would you change? What would the finished product look like?
You will understand how as a brand we remain consistent, how this is done, and why
this is so important to the guest. You will also learn how we are different or similar
to other hotels through competitor research. You will also get the opportunity to redesign a Premier Inn bedroom!
3. Guest Environment
In this module you gain an understanding as to why we wear uniforms and why it is
important to the guest, brand and team. Taking all this learning into consideration,
you will get the opportunity to create your own uniforms for us and feed back why
you chose this style etc.
4. Great Value Food & Drink
You will get the opportunity to look at our menus to understand why we sell what
we sell and find out our most popular/unpopular dishes. We will also give you
an insight into the costings and profit that each dish generates, and give you an
opportunity to research and create your own profitable dish for our menu!
5. Stock Management
You will get an opportunity to learn and understand how managers control and measure
the flow of food and drink through their business. This will include food and drink stocks
and the powerful impact of wastage. You will learn about Whitbread’s procedure for
counting stock, its allowances/tolerances, what the cost to the business is and how we
manage all this.
6. Team Engagement
In this module you will understand and gain a sense of the importance of a team
member feeling valued at work. What is meant by the term ‘engagement’, why is it
such an important factor to Whitbread and its success. You will understand more
about team engagement as a business concept and how we measure it. You will also
get an understanding as to how managers can impact on their team’s engagement
just by managing people differently and what managers can personally do to drive
their team’s results.
7. Good Night’s Sleep
We guarantee all of our guests a good night’s sleep every night! You will get an
opportunity to understand what the Good Night Guarantee is and how unique
Premier Inn is in comparison to other hotel chains. You will research what each
business does to ensure that our guests leave satisfied and gain an understanding
how managers manage this every day.
8. Increasing Sales
Understanding the importance of knowing a business and its competition is
extremely important and therefore in this module you will gain an insight into how
this impacts on sales for your business. Using this knowledge of the business and its
competition as well as the local area you will be trying to spot gaps in the market,
and then translate these into sales opportunities.
9. Kitchen Management
To learn and find out about the importance of consistency of food quality in a large
brand, serving “hot food hot” and “cold food cold”. You will understand the methods of
control and some of the tools we use at site to support the management of our kitchens.
10. Profit & Loss
This module will help you understand spending, saving and gaining a profit on a grand
scale in business. You will be given the opportunity to work with the business’ Profit and
Loss (P&L) report and understand what it is and what it means. How does it help the
manager break down their outgoings and look closely at their profit?
11. Marketing
You will understand what offers and promotions we offer to our guests, and compare
this to what our competitors offer and promote, and how it benefits the business.
From your findings you will get the opportunity to create a brand new promotion to
support the success of the business.
12. The World of BART
This module will not only give you an introduction to the BART system (Big Awesome
Reservation Thing!) but will also give you an insight into the management tools that
are available to support management in their day to day running of the business. It will
also give you an opportunity to use the system to analyse occupancy trends, bookings,
pricing levels and how the events in the area have an impact on the business.
13. Recruitment
You will gain an understanding as to what aspects are important when it comes to
recruiting new people into a business and what a manager will interview for. You will
have the opportunity to sit down with your manager for a mock interview, who will
give you feedback, hints and tips on how to do well in an interview scenario.
14. Every Penny Counts
We will give you the opportunity to plan and create a rota from scratch with the
support of budgets, hotel occupancy and restaurant bookings, previous rotas, and
hours people are contracted to.
You will gain an understanding as to the importance of forecasting data accurately
and the effect that this can have on planning an effective rota for your team and the
business. You will also understand how team members’ needs and requirements have
a major effect on the rota and what you will need to do to manage this.
15. Measuring Business Performance
You will begin to think about how and why performance is measured, firstly by
exploring your own reviews and then into the wider business world. You will then
investigate and begin to understand the specific systems a manager uses to measure
performance against business targets. The module finishes with the opportunity for you
to demonstrate your skill, understanding and knowledge of the environment you are
working in, by producing a site-specific report.
16. Merchandising
You will be given an understanding as to what managers do to maximise and promote
our products through merchandising, and the tools that we have available in site to
ensure that we promote our products to the guests and maximise all opportunities.
17. Equality Care
This module will give you an understanding as to what is meant by the term disability and how
this can take on many different forms. What is disability discrimination awareness and how it is
applied in the workplace, and what managers’ responsibilities are with regards to this.
18. Guest Focus
You will be given the opportunity in this module to see how important guest feedback is
to us and how we ensure our business is built around what a guest wants; not what we
might think they want! We will also give you an insight as to how to deal with complaints
from your guests and how to resolve them in a way that will help you to turn a guest’s
complaint into a compliment.
19. Motivating Teams
You will learn how managers go about getting the most out of a team. You will
understand what incentives are and how to reward great performance. You will research
what incentives have been used previously, what has worked well, and what not so well.
You will then be given the opportunity to create your own incentive scheme based on
your research and thoughts.
20. Financials
To understand what kind of business data our business calculates and reports on weekly. You
will learn how this data is generated and why they are really important when running a business.
module cards
GET INTO W
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Good
Together
Understanding what
it means to be
environmentally friendly
module 1
How does this module work?
You have a choice of 3 projects, each a different level of difficulty. Complete any of these,
in any order, just work at your own pace and don’t rush. To guide you, the following
symbols signal the level of difficulty for that project:
BEGINNER
INTERMEDIATE
ADVANCED
Where do I start?
Walk around your home and list 6 items that are low energy eg. light bulbs. Look at your
household waste, what items can be recycled? What happens when they are recycled? Can
you find 3 items in your house that you know have been made from recycled materials and if
possible what percentage of this is recycled material eg. egg cartons are usually made from
100% recycled cardboard. List these items and bring them to work with you the following day.
Whitbread is a responsible business and we are committed to minimising our impact on the
environment and promoting good environmental practice. We want our customers to be
confident that by choosing to eat, sleep or drink at Whitbread, they are doing the right thing
by both people and planet.
What will I learn?
We want you to understand what Whitbread do as a company to be environmentally friendly.
Understand what responsibilities they have as a large company and what they do to give back
to their local communities. Look at the site you are in now, what practices do they follow to
reduce energy consumption? What are they doing to give back to the local community? Learn
about Whitbread’s current chosen charity. Do you have any energy saving ideas of your own
that Whitbread currently don’t do? What initiatives would you put in place if you had the
opportunity? Can you come up with a fundraising idea that we can do to raise money
for Whitbread’s chosen charity?
What skills will I use?
Research, Analysis, Planning, Investigation, Creativity,
Presentation Skills, Communication, Decision Making,
Time Management.
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Did you
know?
If every WHR site saved just 3% of
electricity usage this year, we would
save enough energy to pay for 12,000
Premier Inn rooms, 90,000 Beefburgers
and 361,000 cups of Costa Coffee
YOU’RE ON YOUR WAY...
Discuss what you have found in your
pre-module research with your buddy.
Read the Key Energy and Environment Facts
document found on the intranet, which has general
information about energy consumption and the
effects on the environment.
What did
you find?
Meet with one of the team at site who understands
and can discuss Good Together in-depth and discuss
what you have read the previous night. Look through
the Energy and Environment Guide with them and
then complete the monthly energy and environment
checklist together.
Are the team
wasting energy?
What can we do
to action this?
NOW PICKING
UP SPEED...
Who are Whitbread’s
chosen charity and
what do they do?
How are Whitbread
involved?
What do they do for the
charity and how do they
get their teams involved in
raising money for them?
Plan a fundraising event to
raise money for the charity.
Create an A-Z of fundraising
ideas and then choose one,
refer to the internet for ideas
but be as original as you can.
Think of something the whole
team can get involved with.
Create a poster/leaflet to
advertise the event.
Is there something we
haven’t tried yet that you
think would raise lots of
money for the charity?
YOU’RE MOTORING NOW...
Think of a Good Together initiative you would like to introduce
at the site you are working at or one that you think could be
rolled out across the whole of Whitbread. This could be anything
from an energy saving initiative, a recycling idea or a way of
giving back to the local community etc.
Present the idea to your buddy.
Explain why have you chosen this?
What will your idea achieve?
How much money and energy do
you think it will save?
Who will this benefit?
WELL
DONE!
This module is completed.
You have the green light to
proceed to your next module.
Now speak to your buddy.
If you enjoyed this module we
recommend you try Module 6:
Engaging
your Team
Facilities
Management
Understanding the
design of our bedrooms
module 2
How does this module work?
You have a choice of 3 projects, each a different level of difficulty. Complete any of these,
in any order, just work at your own pace and don’t rush. To guide you, the following
symbols signal the level of difficulty for that project:
BEGINNER
INTERMEDIATE
ADVANCED
Where do I start?
Look at your bedroom – think about why it is set up in the way that it is.
Draw a floor plan of your bedroom and explain why you have set up your room
in that way. Eg. why is the bed where it is? And why is your wardrobe next to
the window etc?
What will I learn?
We want you to look at our bedrooms so you can understand why they are set
up in this way. How is the design of our rooms different from other hotel chains?
How is it different? If you had the chance to makeover our bedrooms what
would you change? What would the finished product look like?
What skills will I use?
Research, Analysis, Understanding, Creativity,
Communication, Decision Making.
Did you
know?
GET INTO W
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To celebrate the royal
wedding of Kate and
William, Premier Inn
printed the couple’s bodies
onto a limited selection
of duvets at Premier Inn
hotels in the capital city
YOU’RE ON YOUR WAY...
Discuss your pre-module research with
your buddy explaining why you have
set up your room in that way.
Join your buddy on a tour of the hotel, they
will take you on the Whitbread “guest journey”
through the hotel reception, down the corridors
and then finally to one of the bedrooms.
Start from the car park, working your
way through the hotel to the bedroom.
Are the team wasting energy?
Take pictures along the way and
create a “guest journey” PowerPoint
presentation.
Go through the merchandising guide
you used during your pre-module
research with your buddy and compare
it to the pictures you have taken.
NOW PICKING
UP SPEED...
Research other hotel websites
and try and find images of their
bedrooms and reception areas.
Print out the pictures you like
the most and create a mood
board by sticking them down
on the paper so you have a
collage or create a PowerPoint
presentation if you would prefer.
Make a note of the differences in
design, décor, facilities etc. from
their layouts to ours and why
you think this is better/worse.
Discuss what you have found
with your buddy.
Look at whether the hotels
you selected have any star
ratings or are they in the
budget sector?
Consider whether they
are part of a chain/brand
or privately owned.
YOU’RE MOTORING NOW...
Imagine you are re-designing the Premier Inn bedroom. What
would you change? What would stay the same? You can change
anything you like!! Create a poster of what the final design would
look like or a mood board with what styles you would introduce into
our bedrooms. You could use magazines or the internet for ideas!
Present this to your buddy and explain why you have chosen the
colours, themes, styles etc. Be as creative as you like!!
Think about the colours you would use for the
walls, carpet and bedding etc. Do they match?
Think about what Premier Inn branding you would
have in the rooms.
Think about the materials you would use
for the furniture. What is it made of?
Would it last a long time?
WELL
DONE!
This module is completed.
You have the green light to
proceed to your next module.
Now speak to your buddy.
If you enjoyed this module we
recommend you try Module 3:
GUEST
ENVIRONMENT
Guest
Environment
module 3
Why we wear uniforms
How does this module work?
You have a choice of 3 projects, each a different level of difficulty. Complete any of these,
in any order, just work at your own pace and don’t rush. To guide you, the following
symbols signal the level of difficulty for that project:
BEGINNER
INTERMEDIATE
ADVANCED
Where do I start?
Use the internet to research what uniforms these brands have: Marks & Spencer’s,
Frankie and Benny’s, McDonald’s and Kwik Fit. Print out pictures, stick them
on pieces of paper and write down how you would feel about wearing these
uniforms, why do you think they wear them and what are the benefits to
the company?
What will I learn?
Understand why we wear uniforms and why it is important to the brand and team.
Get the opportunity to create your own.
What skills will I use?
Creativity, Communication, Research, Communication,
Analysis and Development.
Did you
know?
GET INTO W
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Last year we produced a
total of 15,661 purple shirts
for Premier Inn costing a
grand total of £393K!
YOU’RE ON YOUR WAY...
Why do the police and the armed forces
all wear uniform?
Consider health and
safety aspect at work.
What different branded uniforms
stand out to you and why? These can
be anything from restaurant chains to
holiday companies. Present your findings
to your buddy.
Consider the materials and
how comfortable they are.
Look at elements such as
images, colour, branding etc.
NOW PICKING UP SPEED...
Research and review the uniform for the
Whitbread brand you are in. Create a focus
group or you could talk individually to
5 team members to discuss what they like/
don’t like and how they would change it.
Discuss your findings with
managers and team members.
If you feel comfortable ask some guests
their opinion, ties or no ties?
YOU’RE MOTORING NOW...
Design a uniform in a specific style and using a material of your
choice, then explain to your buddy why you have created your
uniform in this way.
Use your research to
create your ideal uniform.
Use different types of
paper, pens and crayons.
You could use a computer
if you prefer.
WELL
DONE!
This module is completed.
You have the green light to
proceed to your next module
Now speak to your buddy.
If you enjoyed this module we
recommend you try Module 4:
GREAT VALUE
FOOD & DRINK
Great Value
Food & Drink
module 4
Understanding how
menus work
How does this module work?
You have a choice of 3 projects, each a different level of difficulty. Complete any of these,
in any order, just work at your own pace and don’t rush. To guide you, the following
symbols signal the level of difficulty for that project:
BEGINNER
INTERMEDIATE
ADVANCED
Where do I start?
Think about your favourite restaurant, what is your favourite dish and why do you choose it?
Try and find a takeaway menu in the house and note if any dishes have been highlighted then
find out whose favourite dish it is and why. If you can’t find one, ask your family members what
their favourite dishes are and why.
What will I learn?
Look at our menus to see what types of food and drink we sell, find out what our most
popular and unpopular dishes are. You also get the opportunity to create a new dish/drink
for the menu!
What skills will I use?
Planning and Research, Development, Numeracy, Creativity, Initiative and Analysis,
Communication and Decision Making.
GET INTO W
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Did you
know?
In the next 5 years
Whitbread needs 600
Kitchen Managers!
Use the cook book to
understand the key
components of each dish.
YOU’RE ON YOUR WAY...
Use all your senses: taste,
touch, smell and sight.
Discuss what you have found in your
pre-module research with your buddy.
Look at the menus in the restaurant - choose
a starter, main course and dessert, take a
close look at them then note what you like
and don’t like, any changes you would make
and anything you think the menu is missing.
Use the specification sheets from the cook
book to learn how the dish is made (your
buddy will complete some training on how to
use the specification sheets), what it tastes
and looks like once cooked. Discuss with the
head chef or buddy.
There is a rise in
awareness of healthy
foods nowadays. What
are the views of a calorie
specific menu. Discuss
with the team and
managers to find out
their views.
Chargrilled Rack Of Lamb
Plate size: Large White Plate & Dipper Pot
Method
Ingredients
1. Oil rack of lamb, well done 10 mins in the
oven and 3-4 mins on the grill, PINK rack of
lamb 6-7 mins on the grill
2. Cut rack in half and lattice the bones
together, placing to the front of the plate
3. Reheat broccoli in microwave for 30 secs
4. Serve with a dipper pot of mint and balsamic
dip
Chargrilled Rack Of Lamb
Jersey New Potatoes (SEE SUB)
Chopped Parsley
Mint & Balsamic Dip
Long Stem Broccoli
1 Rack
150g
1g
5ml
70g
Critical Control Points:
SOP 3 - STORAGE
SOP 4 - DEFROST
SOP 5 - PREP
SOP 6 - COOKING
SOP 6 - COOKING
(FISH)
SOP 6 - COOKING
(DUCK)
Issued: 13th May
SOP 6 - COOKING
(STEAK)
SOP 6 - COOKING
(MEAT JOINTS)
SOP 7 - COOLING
SOP 8 - REHEATING
Depletion information only – do not include on plate
Salt/Pepper
0.5g/0.5g
SOP 10 - HOT HOLD
SOP 11 - COLD HOLD
To: 23rd June 08
3MChargrilledRackOfLamb05081
NOW PICKING UP SPEED...
Research My Micros with guidance from
your buddy, to find out trends in sales.
What are the top 10 sellers for food and
drink, and the 10 less popular dishes for
the past week, input this data into graphs
and give explanations as to why you
think the results are like they are.
Consider any promotions or
offers that could effect the
results.
Does the type of guest effect
what people choose to eat?
Discuss with the team and
managers.
YOU’RE MOTORING NOW...
Develop a new dish/drink or improve
an existing one based on the above
information. Complete a recipe card
like the ones you have seen in the
cook book. Then present your dish in a
session with the head chef and explain
the reasons behind your decision/s.
Use the results of your research
to create your own dish/drink.
Use the computer or pen and
paper to present your findings.
Consider variety, quality and price...
be as creative as you want!
WELL
DONE!
This module is completed.
You have the green light to
proceed to your next module.
Now speak to your buddy.
If you enjoyed this module we
recommend you try Module 5:
STOCK
Management
Stock
Management
Understanding how we
control the flow of
food and drink
module 5
How does this module work?
You have a choice of 3 projects, each a different level of difficulty. Complete any of these,
in any order, just work at your own pace and don’t rush. To guide you, the following
symbols signal the level of difficulty for that project:
BEGINNER
INTERMEDIATE
ADVANCED
Where do I start?
Note down all of the food and drink items in your fridge at home and what each of them
costs, then bring this list with you. If you are unsure of how much each item costs, look on
websites such as Tesco or Asda and get the prices from there.
What will I learn?
Learning and understanding how we control and measure the flow of food and drink
through our sites and businesses. This will include WET and DRY stocks and the powerful
impact of wastage. You will learn about Whitbread’s procedure for counting stock and its
allowances/tolerances.
What skills will I use?
Numeracy, Investigation, Research, Communication,
Analysis and Accuracy.
Did you
know?
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O
ATION
IR
P
S
IN
K
If we over portioned chips
by only 1oz for a year in
this restaurant, it would
cost, at retail price, over
£3,495 in sales!
YOU’RE ON YOUR WAY...
Discuss what you have found in your
pre-module research with your buddy.
Discuss with
managers and
team members.
Consider how
products may
be wasted.
Depending upon your choice of WET or
DRY stock, work with the bar team leader
(WET) or head chef (DRY) to find out what is
meant by the term ‘Cash Gap’, and what may
influence it when counting stock. Following
this, review your homework and calculate the
cash gap of your fridge at home.
Use a calculator!
NOW PICKING
UP SPEED...
Complete a simple ‘key line
check’. Choose and count
three items with the bar
team leader and/or head
chef. Check and investigate
any variances on the system
and note down what some
possible reasons for
these could be.
Think about the items you
have chosen – why would
the variances differ?
Why do we do a key
line check?
Think about who you would
ask about the variances.
Hint – chef/barman.
YOU’RE MOTORING NOW...
Look at the ICV (Inventory Count Variance) for the site’s last
stock count and find the ‘top ten’ products with the biggest
variances. Using this list write down the possible variance
explanations and actions to prevent the variances on future
stock counts.
Consider both monetary and
quantity when looking at variances.
Look at previous action plans for
support and possible trends.
See the template for an example.
WELL
DONE!
This module is completed.
You have the green light to
proceed to your next module.
Now speak to your buddy.
If you enjoyed this module we
recommend you try Module 15:
Measuring Business
Performance
Team
Engagement
Understanding the
importance of a team member
feeling valued at work
module 6
How does this module work?
You have a choice of 3 projects, each a different level of difficulty. Complete any of these,
in any order, just work at your own pace and don’t rush. To guide you, the following
symbols signal the level of difficulty for that project:
BEGINNER
INTERMEDIATE
ADVANCED
Where do I start?
Think about your favourite activities inside/outside of school. What is it about them
that interests you? What motivates you to go to that particular activity, is it to learn or
the people etc? Ask your friends why they enjoy their hobbies and interests so much. If
you are involved in team activities either inside or outside of school (i.e. a football team,
hockey team, etc) what is it about your connection to that team that keeps you involved
and engaged in wanting to succeed?
What will I learn?
To understand and gain a sense of the importance of a team member feeling valued at
work and in their role. What is meant by the term ‘Engagement’ and why is it such an
important factor to Whitbread and its success. And to understand ‘Team Engagement’
as a business concept and how we measure it.
What skills will I use?
Creativity, Understanding, Communication,
Presentation Skills, Research.
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Did you know?
Whitbread give away thousands
of pounds worth of prizes
every year to team members,
everything from a Mini Cooper
and iPad2 to Jimmy Choo shoes!
Think about the questions you
want to ask them – ask your
buddy to help you prepare them.
Each person is different so try to
think about the different answers
you might get.
YOU’RE ON YOUR WAY...
Meet and greet the team at
your site, then do some
research into what is important
to them – how are they kept
engaged on a day to day basis?
Are there specific things that
are important to them in their
job role? Present your findings
back to your buddy.
What do the answers really
mean? Stick to the facts that are
given and note them down.
Try and speak to someone in
each department so you get
varied answers.
NOW PICKING
UP SPEED...
Find out about the ‘Your Say’ survey.
Have a look at a copy of the questions and think
about how they are written down and the possible
reasons behind this. Look at the site’s most recent
survey and pick out the lowest scoring questions,
then think about these questions – what would
you do as a manager? Try to think of an action for
each question so that in the future it could make
the score higher.
Use the intranet for support,
ask your buddy to show you.
Which questions do you think
we could have an influence
on the answers?
Which ones would we have
no control over?
Use the information gathered
in the Bronze Project to help
you with the actions.
YOU’RE MOTORING NOW...
Using the information you have gathered, design your own
‘Your Say’ survey! Think about what you need to know and
what is important to a team.
Think about the tone of voice you
would use and make it simple (direct
and to the point).
Think about the audience that you
are aiming the survey at.
Would your format of questions be
the same as Whitbread’s (rated 1-5)
or would you change this?
WELL
DONE!
This module is completed.
You have the green light to
proceed to your next module.
Now speak to your buddy.
Be prepared to explain to your
buddy why you have asked these
questions and what answers you are
expecting to get.
Think about what type of layout you
use to make it clearly understood.
If you enjoyed this module we
recommend you try Module 19:
Motivating Teams
Good
Night’s Sleep
Understanding what
the Good Night Guarantee is
and why it is unique
module 7
How does this module work?
You have a choice of 3 projects, each a different level of difficulty. Complete any of these,
in any order, just work at your own pace and don’t rush. To guide you, the following
symbols signal the level of difficulty for that project:
BEGINNER
INTERMEDIATE
ADVANCED
Where do I start?
Look around your home and see if you can find 10 household items with a guarantee,
for example your TV or music system. What does the guarantee cover? Why did the
manufacturer give you a guarantee? Have your parents ever paid extra for an extended
guarantee and if they have, why?
What will I learn?
Understand what the Good Night Guarantee is and how unique Whitbread are
compared to other hotel chains. Also, research why our guests complain and what
we do at Whitbread to ensure that our guests leave completely satisfied.
What skills will I use?
Research and Analysis, Numeracy, Presentation Skills,
Creativity and Communication.
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Did you know?
Year to date: £2.2 million has been
refunded which is only 0.6% of
Premier Inn’s total sales
YOU’RE ON YOUR WAY...
Discuss what you have found in your
pre-module research with your buddy.
Read the Article “Achieving Extraordinary
Gains with an Extraordinary Guarantee” with
your buddy, discussing the key points in the
article. Research and understand what the
Good Night Guarantee at Whitbread means
to the team and the guest. Discuss your
findings with your buddy.
Use your buddy
to answer any
questions you have.
What does
a guarantee mean to
you and where would
you usually find it.
Discuss with the team
and managers.
NOW PICKING
UP SPEED...
Look at the top 10 reasons
for complaints found
through Bart - feedback
given for the past year and
the past month and the cost
of these complaints to the
business. Create a graph
that shows this information
and think about the reasons
why this has happened.
Consider the location, building
facilities when looking at the
top complaints.
Use a computer or paper and
pens to create and present the
information.
Ask the receptionist what is
the most outrageous reason
someone has tried to take
advantage of the GNG.
YOU’RE MOTORING NOW...
Create an action plan based on reducing the top 10 complaints
you have found in the Silver Project. Include what you would do
to minimise the complaints and also how you think you could get
the team to initiate the plans you have suggested. Discuss and
present back to your buddy.
Consider all departments of
the hotel.
Remember the day to day
operations, timescale, team member
attitude.
WELL
DONE!
This module is completed.
You have the green light to
proceed to your next module.
Now speak to your buddy.
Use team members and managers
to discuss your ideas.
If you enjoyed this module we
recommend you try Module 18:
Guest Focus
Increasing
Sales
module 8
Understanding the importance
of knowing your business
and its competition
How does this module work?
You have a choice of 3 projects, each a different level of difficulty. Complete any of these,
in any order, just work at your own pace and don’t rush. To guide you, the following
symbols signal the level of difficulty for that project:
BEGINNER
INTERMEDIATE
ADVANCED
Where do I start?
Imagine you were starting your own business from scratch, think of a product (any product)
or a new business idea. Try and be unique and think of something that you believe is
currently missing from the market that could sell. How would you sell your product to your
audience, what would make it unique from everything else already in that market or similar
products? How would you tell people about your product in order to sell it, if you’re on
a limited budget?
What will I learn?
Understand the importance of knowing your business and its competition. Using this
knowledge of the business and its competition as well as the local area you will be trying
to spot a gap in the market, and then translate these into sales opportunities.
What skills will I use?
Analysis, Research and Organisation.
Did you know?
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By getting every guest who enters
our business to spend an extra 50p,
within 6 months this would earn us
an extra £8,000,000!
YOU’RE ON YOUR WAY...
Analyse your site, its menu and the
local area; write down what kind
of clientele you think we attract.
Do you notice any trends in the type of people who
enter the business?
Discuss this with your buddy to
gain further ideas and input.
From what you have seen, do you believe there are
any other kinds of people we could be enticing into
our business that we may have missed?
Put your findings down on paper.
NOW PICKING UP SPEED...
Advance your findings by conducting
some further research, start with
answering these questions:
Using your knowledge of the local area,
who is our competition?
Of our competition, what do they offer and
what kind of clientele do they attract?
Could this be attracting these guests into
our site?
Then create a recommendation document
for your buddy or the Manager.
YOU’RE MOTORING NOW...
From what you have discovered above, and selected as potential future
guests to ourselves, whether it be local business or a section of the
local community; come up with ideas as to how you think we could
communicate with these people and let them know about what we
offer. Think about where you would find these people? How best would
they like to be communicated to?
How costly would it be for us to communicate in the way you are
recommending? Ask your buddy for further guidance on this if you
wish. Put your recommendations down in your paper for your Manager.
Ask your buddy if they have done any sales visits in the past or
networking events in site which have helped to generate more
customers. What were the results?
Could any of these ideas be included in your paper?
WELL
DONE!
This module is completed.
You have the green light to
proceed to your next module.
Now speak to your buddy.
If you enjoyed this module we
recommend you try Module 11:
Marketing
Kitchen
Management
Understanding the
importance of consistency
in food quality
module 9
How does this module work?
You have a choice of 3 projects, each a different level of difficulty. Complete any
of these, in any order, just work at your own pace and don’t rush. To guide you,
the following symbols signal the level of difficulty for that project:
BEGINNER
INTERMEDIATE
ADVANCED
Where do I start?
Look at your evening meal… at home or out and about. Think about the way it is
presented and why. If you were going to serve this meal, how would you present it
differently and why? Prepare to feedback your thoughts to your buddy.
What will I learn?
To learn and find out about the importance of consistency of food quality in a large
brand, serving “hot food hot” and “cold food cold”. Understand the methods of
control and some of the tools we use on site to support these.
What skills will I use?
Attention to Detail, Communication, Time Management,
Research, Investigation.
Did you
know?
GET INTO W
O
INSPIRATION
K
Whitbread will need a further 600
Kitchen Managers alone over the
next 5 years to keep up with the
rate of its restaurant and Premier
Inn growth. That’s 2 Kitchen
Managers every week.
YOU’RE ON YOUR WAY...
Discuss what you have found in
your pre-module research with
your buddy.
When discussing consider
where you go to eat out,
do you always choose
the same dish and does
it always look the same?
Discuss your thoughts/
ideas with your buddy.
Have a look on the
internet on site at some of
your favourite dishes on
competitors’ websites.
Consider how you like to
see your food presented,
how it could look different
and more enticing.
Ask the front of house or
kitchen team members
how and why consistency
and perfect food is so
important to our guests.
NOW PICKING
UP SPEED...
Start to have a look at some of the
tools used on site, to ensure food
remains hot or cold and is served perfectly.
Firstly ask the duty chef to have a look through the
‘spec book’ to see how our meals should be presented.
Complete the small quiz from the duty chef/manager
then complete a ‘pride session’/ ‘cook off session’ with
the duty chef. They will cook off a few items and you
can check to see if they are to the correct specification.
For the quiz, use the spec
book if you get stuck, or ask
the team for help.
Look for the details! Every
little detail are points for the
Guest Promise Check.
Use the spec poster; this
shows the specs simplified
in a poster format.
YOU’RE MOTORING NOW...
Have a look at the ‘KRKB’.
This stands for Kitchen Record Keeping Book. Ask the duty/head chef
to take you through it explaining why each section is relevant, and then
with their help fill out the ‘fridge and freezer product temperature log’.
Based on what you have learnt, spend an hour or two ‘rating the plate’
and checking that all dishes that leave the kitchen are to the correct
specification.
WELL
DONE!
Ask the duty/head chef to
explain each section of the
KRKB step by step.
When filling out the temperature
log, think about why the
temperatures are what they are
and ask the chef lots of questions.
Use the spec sheets to help you
when checking food leaving the
kitchen.
This module is completed.
You have the green light to
proceed to your next module.
Now speak to your buddy.
If you enjoyed this module we
recommend you try Module 4:
Great Value
Food & Drink
Profit & Loss
(P&L)
Understanding spending,
saving and gaining
a profit in business
module 10
How does this module work?
You have a choice of 3 projects, each a different level of difficulty. Complete any
of these, in any order, just work at your own pace and don’t rush. To guide you,
the following symbols signal the level of difficulty for that project:
BEGINNER
INTERMEDIATE
ADVANCED
Where do I start?
Look at your most recent bank statement for the month. If you do not have
a bank account, search for an example bank statement online – use Google
images. Where do you think savings could be made? Have you/they made any
unnecessary purchases? Have you made any money? Start to think about
what influences your own finances.
What will I learn?
This module will help you understand spending, saving and gaining a profit on
a grand scale in business. Look at the site’s most recent Profit and Loss (P&L)
report and understand what it is and what it means. How does it help the
Manager break down their outgoings and look closely at their profit.
What skills will I use?
Analysis, Investigation, Attention to Detail, Communication,
Presentation Skills and Numeracy.
Did you
know?
GET INTO W
O
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The underlying profit before tax
that Whitbread made in 2010/2011
was in excess of £287million!
YOU’RE ON YOUR WAY...
Write down what you believe could effect the
profit that a site makes and present your ideas
to your buddy.
Look at the front overview sheet of your site’s latest P&L.
What is your understanding of it? Think about how it is
colour coded with red and the green.
Think about the colour
coding, this is key.
Ask the duty manager
to help you.
Think about what
the site might make
vs. what we need to
spend?
NOW PICKING UP SPEED...
Ask to speak to
whoever does
the ordering and
find out what
kind of costs
they incur.
With your buddy have a look at either
the hard paper copy or the computer
file of the site’s latest P&L.
Look at how each department breaks
down and which costs/spends hit
which lines of the P&L. Think and
discuss with your buddy what impact
you think overspending could have
on your site’s profit, if any.
Ask the duty
manager to go
through the P&L
with you and
help you.
Hint: talk to the people who are
responsible for ordering what the site
needs, and look at the budgets for
those orders.
How often do
we get a P&L?
YOU’RE MOTORING NOW...
Go back through the paper P&L or the online copy. Pick out
the 5 biggest overspends on it and write down in a table, what
possible action you think you would take to reign them in for
the next P&L. Present back to your buddy and anyone that has
helped you with this challenge.
Ask to see the last month’s P&L
analysis and action plan.
Talk to the duty manager,
how could savings be made?
WELL
DONE!
This module is completed.
You have the green light to
proceed to your next module.
Now speak to your buddy.
Think about what measures have
been put in place previously, have
they worked?
If you enjoyed this module we
recommend you try Module 20:
Financials
Marketing
Understanding how
offers and promotions
benefit the business
module 11
How does this module work?
You have a choice of 3 projects, each a different level of difficulty. Complete any of these,
in any order, just work at your own pace and don’t rush. To guide you, the following
symbols signal the level of difficulty for that project:
BEGINNER
INTERMEDIATE
ADVANCED
Where do I start?
Discuss with your family to find out if they have purchased anything that was
on offer or part of a promotion? What was the reason for purchasing it?
Has it affected their buying habits? Ask your parents if they have any loyalty cards
with companies like Tesco or Boots. How many points do they earn each month?
Does the card change their buying behaviours? What additional incentives do
they receive that affects their purchasing?
What will I learn?
Understand through research and analysis what Whitbread and its competitors’
offers and promotions are and how it benefits the business. From your findings
create a brand new promotion to support the success of the business.
What skills will I use?
Research and Analysis, Presentation Skills, Creativity, Communication,
Listening and Decision Making.
Did you know?
GET INTO W
O
ATION
IR
P
S
IN
K
Premier Inn’s ‘Premier Offers’, with
rates from £29, sold over one million
room nights in 2010/11. This equates
to all Premier Inns being full for
25 days straight
YOU’RE ON YOUR WAY...
Discuss what you have found in your
pre-module research with your buddy.
Discuss with team
members and managers.
Look across all
departments.
BART or My Micros will
support your findings,
please speak to your
buddy for further
guidance on how and
where you can look for
this information.
Using the intranet have a look at the
current promotions we have had in place
over the past 6 months, understand
what went well and not so well and the
reasons why.
Choose one of the promotions that you
have looked at and analyse the financial
benefit it had on the business, using the
support of your buddy.
NOW PICKING
UP SPEED...
Choose a local competitor
and analyse the offers and
promotions it has.
Present your findings using a
SWOT analysis format, look
at the comparison between
Whitbread and its competitors
and discuss your results with
your buddy.
Use websites and make
phone calls to gain
information.
Strengths, Weaknesses,
Opportunities and Threats.
Consider, advertising,
types of customers, value
for money and location.
YOU’RE MOTORING NOW...
From the previous two activities create an offer or promotion
that you think would be suitable for Whitbread. Create a 60
second pitch to present to your buddy using whatever support
materials you feel suitable. Your buddy will discuss with you
what a 60 second pitch involves.
Consider leaflets, posters,
Microsoft PowerPoint.
Think from a guest and
company point of view.
WELL
DONE!
This module is completed.
You have the green light to
proceed to your next module.
Now speak to your buddy.
Highlight the key points
i.e. profit it could make.
If you enjoyed this module we
recommend you try Module 3:
GUEST
ENVIRONMENT
The World
of BART
module 12
Understanding how BART
is used in Premier Inns
How does this module work?
You have a choice of 3 projects, each a different level of difficulty. Complete any of these,
in any order, just work at your own pace and don’t rush. To guide you, the following
symbols signal the level of difficulty for that project:
BEGINNER
INTERMEDIATE
ADVANCED
Where do I start?
Ask your family to think about any bookings or reservations they have had to make in
the past. What sort of questions did they ask? Is there anything that stands out from
the conversations? What makes good customer service?
What will I learn?
To have a basic understanding of how BART (Big Awesome Reservation Thing!) is used
in Premier Inns, and the tools that are available to support the day to day running of
the business.
What skills will I use?
Research and Analysis, Presentation Skills, Decision Making, Numerical,
Creativity and Communication.
Did you know?
GET INTO W
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Whitbread bought the IT systems
BART in 2004 for £2.25m
YOU’RE ON YOUR WAY...
Using the site training ID log into BART and
complete the scenarios given to you to help
you understand how we use the system.
With your buddy then complete 3 reservation
trackers on other sites to understand how we
make reservations. Discuss your experience with
your buddy.
Ask your buddy for training ID details.
Listen carefully during the phone
conversation - for the key service
steps and take note of these for later.
Ask the receptionists questions
about the hotel or area and see how
they respond.
NOW PICKING
UP SPEED...
With your buddy
complete some
phone reservations
on each other getting
used to the service
steps during the
phone call. Your
buddy will show you
the Reception Core
Skills Workbook
which demonstrates
the key service steps
in a reservation.
Remember to
speak slowly
and clearly.
Listen to what
they have to
say and react
appropriately.
Are there any
questions you
felt needed to
be asked to
the guest that
weren’t.
YOU’RE MOTORING NOW...
Write a list of events and the dates that have happened in the
area over the previous year. Using BART take a look at the
occupancy levels and the room rates for these dates. Input this
information into a table to see if there are any booking trends.
Look at different size scale events
and the effects e.g. London
marathon vs. swimming gala.
Consider before and after the event
– why and how it could affect
occupancy levels.
Think about the type of guest it
attracts.
Think about the reasons for pricing
– competitors, type of event.
WELL
DONE!
This module is completed.
You have the green light to
proceed to your next module.
Now speak to your buddy.
If you enjoyed this module we
recommend you try Module 10:
PROFIT & LOSS
Recruitment
Understanding the
importance of recruitment
in a business
module 13
How does this module work?
You have a choice of 3 projects, each a different level of difficulty. Complete any of these,
in any order, just work at your own pace and don’t rush. To guide you, the following
symbols signal the level of difficulty for that project:
BEGINNER
INTERMEDIATE
ADVANCED
Where do I start?
Have you ever been to any kind of interview before, such as for a sports or social
club or any other kind of interview? If so, what did you get asked and how did you
feel? If you haven’t been for an interview before, what do you imagine it to be like,
what would you expect to be asked and how would you expect to feel? Ask your
parents, friends or family about their interview experiences, what kind of questions
did they get asked and how did they feel? From what you have found out, what do
you believe the purpose of an interview to be?
What will I learn?
Understand what aspects are important when it comes to recruiting new people
into a business. Have the opportunity to sit down with your manager for a mock
interview, who will give you feedback, hints and tips on how to do well in an
interview scenario.
What skills will I use?
Listening & Communication.
Did you know?
GET INTO W
O
INSPIRATION
K
If we put all the Whitbread
employees together, we would
be able to fill Wembley Arena
three times!
What personality and behavioural traits would
you look for?
YOU’RE ON YOUR WAY...
What experience would you look for?
If you were manager of
a business, and recruiting, what
personality traits or experience
would be important to you?
See how this compares
to what your manager at your
site would look for when
recruiting someone.
What do you believe is most important,
personality and behavioural traits or
experience?
Give the reasons why you have chosen this?
See how this compares to what you manager
thinks are important when recruiting someone.
Split the CV’s
into two piles,
one pile you
would invite for
an interview and
the other which
you wouldn’t.
Explain the
reasons to your
buddy for putting
each CV in the
pile you have.
NOW PICKING
UP SPEED...
With your buddy, look
through some of the CV’s
or application forms that
have been handed in, which
ones you would invite for
an interview, and which
applications you would not
take any further.
YOU’RE MOTORING NOW...
From what you have discussed
with your buddy, and what is
regarded as important and
unimportant in recruitment, sit
down with your buddy/manager
for a mock interview.
Your buddy/manager will give you a
rough idea of what kind of questions
you may be asked, and will give you
time to prepare beforehand.
Afterwards your buddy/manager will
give you feedback on how you got
on and give you some hints and tips
for future interviews.
WELL
DONE!
This module is completed.
You have the green light to
proceed to your next module.
Now speak to your buddy.
If you enjoyed this module we
recommend you try Module 14:
EVERY PENNY
COUNTS
Every Penny
Counts
Creating a rota
with the support of
budgets and bookings
module 14
How does this module work?
You have a choice of 3 projects, each a different level of difficulty. Complete any of these,
in any order, just work at your own pace and don’t rush. To guide you, the following
symbols signal the level of difficulty for that project:
BEGINNER
INTERMEDIATE
ADVANCED
Where do I start?
A rota is a working time schedule that shows all of our team members what days and
times of the week they are working. As your pre-module research, ask your parents if
they use rotas at work? What do they think of this as a system? Do they like it? What
benefits do they gain from it? What problems can it cause? Start thinking about the
benefits a rota can have for our business.
What will I learn?
We want you to be able to plan and create a rota from scratch with the support of
budgets, hotel occupancy and restaurant bookings, also the support of previous rotas,
contracted hours and the occupancy they are based on.
What skills will I use?
Organisation, Cost Control, Budgeting, Forecasting, Business Awareness,
Research and Analysis, Creativity and Problem Solving.
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On average, Whitbread spends
a staggering £7,260,000 on wages
per week!!
YOU’RE ON YOUR WAY...
Try to think outside the box – are
there any events taking place in
the local area that could increase
occupancy at the hotel or boost
restaurant bookings?
Is all of the information you have
found on Ceridian correct? Has
anyone’s contract changed and not
been updated? Check this with your
buddy and amend if necessary.
NOW PICKING UP SPEED...
Create a rota based on the tasks
you have just completed in the
“YOU’RE ON YOUR WAY” Project.
Your buddy will provide you with a blank
rota and we want you to fill in the gaps.
Once you have completed your rota, sit
down with your buddy and discuss your
reasoning behind your rota.
Find out how many team members work in the
department and what their contracted hours
are on Ceridian - use the HRe Quick Reference
Guide for support - this is a guide of how to
find this information.
Find out the hotel occupancy levels for the week
you are going to produce a rota for, and if any
restaurant bookings have been made. You will find
this information on BART; your buddy will help you
access this.
Think about when the ‘peak’ and
‘off peak’ times would be – think
about how many team members
you would have on shift at each
of these times.
Are all of the team members
receiving their contracted hours?
Think about it from the guest’s
perspective – would they still
receive great service with the
number of people on shift?
YOU’RE MOTORING NOW...
Are all shifts covered?
Think about their shift patterns,
are they feasible for the team
member as well as for the
needs of the business and are
they following the law?
Do you have a contingency plan
if someone calls in sick?
WELL
DONE!
Create a rota based on the tasks
you have just completed in the
“YOU’RE ON YOUR WAY” Project.
Discuss the reasoning behind your
decisions with your buddy. Your buddy
will also ask you to complete some
calculations based on the rota you have
made.
This module is completed.
You have the green light to
proceed to your next module.
Now speak to your buddy.
If you enjoyed this module we
recommend you try Module 10:
PROFIT & LOSS
Measuring
Business
Performance
The importance of
setting targets and
reviewing progress
module 15
How does this module work?
You have a choice of 3 projects, each a different level of difficulty. Complete any of these,
in any order, just work at your own pace and don’t rush. To guide you, the following
symbols signal the level of difficulty for that project:
BEGINNER
INTERMEDIATE
ADVANCED
Where do I start?
Look at your last review/report at school; it may have been your end of term/year
review or something similar. Discuss with your buddy at the start of the module why it
is important to set targets and review progress, not only in business but also at school.
What benefits does it bring?
What will I learn?
Understanding how a business is currently performing is critical when managing any
business. Measuring business performance on a day to day basis gives any manager
the tools to be able to change focus or activity in a certain area to respond to levels
of performance. We measure various key areas in our businesses and you will gain an
understanding of what we measure, along with how we do it. Having targets to aim for
in each of these areas and reviewing how we are doing against these targets is a critical
skill of any manager.
What skills will I use?
Analysis, Numeracy and Decision Making.
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Our customer satisfaction survey, which
we call Net Recommend, was completed
by about half a million hotel guests and
about 130,000 restaurant visitors in
2010. This makes it one of the largest
customer surveys in Europe.
YOU’RE ON YOUR WAY...
Discuss what you have found in your
pre-module research with your buddy.
Write down these characteristics and
list reasons why improving them would
be a benefit to you personally.
After analysing your own personal review
and using your own judgement, pick out
five areas you have highlighted
as characteristics you wish to develop
during your placement, or have already
developed depending on the progress
status of your placement.
Brainstorm ideas as to what you can do
or have done during your placement to
develop these areas.
Go through with your buddy and decide
which remaining modules would best suit
your development needs and what else
you could do personally to develop your
chosen areas.
NOW PICKING
UP SPEED...
Now you need to turn your mind to
being in control of a business in the
hospitality sector.
You are a manager of a new hotel and
restaurant. What particular areas of your
business would you want to measure
and set targets for to ensure you are
performing well?
Divide them under the following headings…
– People Measures (Your Team)
– Guest Measures (Your Customers)
– Financial Measures (£££ Performance)
–C
orporate Responsibility.
(Sustainable Business Practices)
Discuss your ideas with your buddy and
review them in comparison to the WIN CARD
(how Whitbread measures its performance).
In addition, having identified what the key areas
are, discuss what the implications might be for
your business if you were not performing well
in each area and what you could do to solve
these problems.
YOU’RE MOTORING NOW...
You are to investigate your site’s customer/guest
survey feedback scores (Net Recommend).
After your buddy has explained to you how the numbers are collated,
produce a small report of no more than four A4 pages, on the scores
for your site over the last six periods. (Reports can be produced either
on computer or by hand.) You should include the following:
Identify any trends you see in the numbers,
comment on why they might be occurring and offer
recommendations for changes at your site.
Produce relevant bar charts/graphs to support your
arguments and demonstrate your skills in mathematics/
I.T. as appropriate.
Within the report briefly discuss how “external” events
might have influenced your scores such as a big event
which saw your site being much busier than normal or
a school holiday.
WELL
DONE!
This module is completed.
You have the green light to
proceed to your next module.
Now speak to your buddy.
If you enjoyed this module we
recommend you try Module 20:
Financials
Merchandising
Understanding how we
promote our products
through merchandising
module 16
How does this module work?
You have a choice of 3 projects, each a different level of difficulty. Complete any of these,
in any order, just work at your own pace and don’t rush. To guide you, the following
symbols signal the level of difficulty for that project:
BEGINNER
INTERMEDIATE
ADVANCED
Where do I start?
If you get the opportunity, walk around a supermarket or shop, or think back to
when you were last shopping, Think about the way that the products are displayed.
How do they stand out? What marketing tools do they use?
What will I learn?
To understand what we do in Whitbread to maximise and promote our products
through merchandising, and the tools that we have available on site to ensure that
we promote our products to the guests and maximise our opportunities.
What skills will I use?
Research, Analysis, Decision Making, Creativity and Communication.
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Did you know?
If we sell an extra drink to just
1 in every 10 guests we would
generate an additional 1 million
drinks across Whitbread.
YOU’RE ON
YOUR WAY...
Find the planograms
for the bar area on
the intranet, use
them to look at the
bar area and see
how everything is
displayed, is it how it
should be?
What items are most
prominent?
How are the fridges
organised?
Consider price, brand,
premium alcohol,
time of year and
current promotions.
Write down why you
think it is displayed like
this and discuss your
ideas with your buddy.
NOW PICKING UP SPEED...
Have a look at the merchandising guide
which can be found on the intranet, and look
at where the points of sale are displayed in
the hotel for Food & Beverage.
Are they up to date?
Why do you think they are used in this way?
Consider the
wording, content,
graphics and
colours used.
Walk around as if
you were a guest,
what stands out?
Ask guests what
they think.
Think about the
location.
YOU’RE MOTORING NOW...
From your previous findings, design a planogram for the bar
area, choosing where, how, and what products should be
displayed. Then write down the reasons why you have placed the
products in those positions. Discuss with your buddy.
Physically try it in the bar
area to see what things work.
What do guests drink and
what’s popular?
Use fridges, optics and
display boxes.
WELL
DONE!
This module is completed.
You have the green light to
proceed to your next module.
Now speak to your buddy.
Are there any promotions?
If you enjoyed this module we
recommend you try Module 8:
Increasing Sales
Equality Care
Understanding what is meant
by the term Equality Care
module 17
How does this module work?
You have a choice of 3 projects, each a different level of difficulty. Complete any of these,
in any order, just work at your own pace and don’t rush. To guide you, the following
symbols signal the level of difficulty for that project:
BEGINNER
INTERMEDIATE
ADVANCED
Where do I start?
Walk around your own home, go through all of the doors, up and down the stairs
and look in all of the rooms in your house. Now think about what adjustments or
modifications you would have to make to allow a disabled person to get around
your house easily. Make a list of everything you would have to modify or change
and discuss it with your buddy.
What will I learn?
We want you to understand what is meant by the term disability and how this
can take on many different forms. We want you to understand what disability
discrimination awareness is and how it is applied in the workplace, and what the
manager’s responsibilities are with regards to this.
What skills will I use?
Research, Awareness, Understanding, Research and Observation.
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Did you know?
Statistics show that in Britain, nearly
one in five people of working age
(7 million, or 18.6%) has a disability, but
only 50% of them are in work compared
to 80% of the able-bodied community.
Ensure you look at a UA
(Universally Accessible)
room – see the differences
between a standard room
to a UA room.
YOU’RE ON YOUR WAY...
Discuss your findings from the pre-module research
with your buddy. Now apply the same research to the
business you are working at. Look around and see
what adjustments/modifications have been made to
accommodate a disabled guest and whether there are
any adjustments that still need to be made.
Think about cost when you
are thinking of changes.
Think about the different
types of disabilities you may
be faced with.
NOW PICKING UP SPEED...
This is your chance to get
a recognised qualification
in understanding Disability
Discrimination Awareness.
Complete the Disability
Discrimination Awareness
module on the e-learning
system at the site you
are working at. You will
complete the training that
all new team members
do when they are first
employed by Whitbread.
Take your time in
completing each section
to ensure you understand
each one.
Make notes if you need to
as you will be assessed at
the end of the module.
Ask your buddy if you are
unsure of anything.
YOU’RE MOTORING NOW...
You will spend time with the health and safety champion at site to learn
about what Whitbread do as a company to ensure that disabled guests
receive the same level of service as guests without disabilities.
You will be required to test all of the equipment that we have at site to assist our
disabled guests. You will also learn what we do when there is an emergency or a fire
alarm to help our disabled guests. You will then be put to the test! We will carry out
a fire drill where you will need to assist a ‘disabled guest’ out of the building.
Make notes during your training so
you can refer back to them.
Be sure to log and report any faulty
equipment.
Stay calm and don’t panic during the
fire alarm, you will need to keep the
other person calm as well.
WELL
DONE!
This module is completed.
You have the green light to
proceed to your next module.
Now speak to your buddy.
If you enjoyed this module we
recommend you try Module 2:
Facilities
Management
Guest Focus
The importance of
guest feedback and seeing
things from a guest’s
perspective
module 18
How does this module work?
You have a choice of 3 projects, each a different level of difficulty. Complete any
of these, in any order, just work at your own pace and don’t rush. To guide you,
the following symbols signal the level of difficulty for that project:
BEGINNER
INTERMEDIATE
ADVANCED
Where do I start?
Ask members of your family about a time when they have complained. What was
the complaint about? How was it handled? Did they get the complaint resolved?
Have they returned to the place where the complaint was made?
What will I learn?
The importance of guest feedback and seeing things from a customer or guest’s
perspective and making sure your business is built around what they want; not what
you want. How to deal with complaints from your guests and how to resolve them in
a way that will help you to retain that guest rather than lose them.
What skills will I use?
Problem Solving, Initiative, Confidence and Investigation.
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Did you know?
A 2011 study into customer service by the
Global Customer Service Barometer found
customers tell an average of nine people
about good experiences, and nearly twice
as many (16 people) about poor ones.
YOU’RE ON YOUR WAY...
Discuss what you have found in your
pre-module research with your buddy.
Think about your bad experience - how
did it make you feel – what could have
been done to improve this?
Think about a time when you have received good
customer service and a time when you have received
bad customer service. What happened? How did that
make you feel? Did you return in the future? Why?
Discuss this with your buddy and then compare your
experiences to actual experiences our guests have
had (find these on Net Recommend with
your buddy).
Think about your good experience –
what did they do that was different
from your bad experience?
Can you identify any negative feedback
similar to your own experiences?
NOW PICKING
UP SPEED...
Look through our guest
feedback system – Net
Recommend and guest
feedback on BART. Review
any negative guest
feedback at the site
and decide what you
would do to remedy
these complaints. Look
at previous complaints
and find out what action
was taken to resolve
these incidents.
Are there any reoccurring
complaints? How were they
resolved each time? Was it
the same response?
Speak to team members and
ask what they think are the
biggest cause of complaints
in their department? Try and
speak to two people from
each department.
Choose a particular area
where the site has received
negative feedback and
produce an action plan of
how you would tackle this
if you were the manager.
YOU’RE MOTORING NOW...
A scenario of a customer complaint is given. You must decide
how you would approach it and what you would do to resolve
the issue and make the customer satisfied – role-play with buddy
using tools provided from previous modules.
Think about your body language –
what message is this displaying to
the guest?
Think about the language that you
are using – is your tone of voice
appropriate for the type of guest
you are dealing with?
Think about the points the guest is
raising in their complaint – how are
you going to tackle these and can
you resolve the guest’s complaint?
WELL
DONE!
This module is completed.
You have the green light to
proceed to your next module.
Now speak to your buddy.
If you enjoyed this module we
recommend you try Module 12:
The World of BART
Motivating
Teams
How Whitbread get the
most out of their teams
module 19
How does this module work?
You have a choice of 3 projects, each a different level of difficulty. Complete any of these,
in any order, just work at your own pace and don’t rush. To guide you, the following
symbols signal the level of difficulty for that project:
BEGINNER
INTERMEDIATE
ADVANCED
Where do I start?
Think of a time in your life you have won some kind of recognition; a prize or an
award of some kind. What did you do to receive this prize or award? Was it the
prize or recognition at the end that motivated and engaged you to take part in
the activity or event? If so why? How did it make you feel when you won this?
What will I learn?
How Whitbread get the most out of their teams. What they do to reward great
performance, and what incentives are in place. Get the opportunity to create your
own based on your research and learnings!
What skills will I use?
Creativity, Business Awareness, Communication,
Research and Analysis.
Did you know?
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Whitbread gives away 4 Mini cars
every year and over £750,000
in love-to-shop vouchers
YOU’RE ON YOUR WAY...
Discuss what you have found in your
pre-module research with your buddy.
Understand from your buddy what an incentive
is and why it is important to incentivise team
members for greater results. Your buddy will
give you examples of incentives that have been
used in site and how these can affect long term
sales for the site and the brand.
What do you understand
an incentive to be?
Why do you think
incentives are so
important to a company
the size of Whitbread?
NOW PICKING
UP SPEED...
Look on the intranet
for incentives we have
launched in the past, such
as Going for Gold and what
incentives currently are
in place for the brand you
are working in. Hold an
interactive meeting with
some team members to
understand from them what
incentives have worked
well and what haven’t
worked so well.
What incentives have been
implemented at your site
recently?
What were the team
members’ feedback on these
incentives? What incentives
have worked well and what
ones not so well?
What, if any does the
company offer as incentives?
YOU’RE MOTORING NOW...
Review with your buddy what your findings from the team have been,
and create an incentive that they could offer in site, promote the
incentive in whatever format you choose i.e. poster, presentation etc,
and explain to your buddy why you have chosen this incentive.
Overall, what feedback did you get from
the team about incentives?
Create an incentive using what feedback
and information you have gained from the
team that you think would work and go
down well with the team?
Find a way of promoting your incentive in
any way you choose, whether it be a poster,
at a buzz session, a presentation etc (be as
creative as you wish).
Your incentive will be used on site that day!!
Explain to your buddy your reason behind
choosing this incentive.
WELL
DONE!
This module is completed.
You have the green light to
proceed to your next module.
Now speak to your buddy.
If you enjoyed this module we
recommend you try Module 8:
INCREASING
SALES
Financials
What figures a site
is required to calculate
and report weekly
module 20
How does this module work?
You have a choice of 3 projects, each a different level of difficulty. Complete any of these,
in any order, just work at your own pace and don’t rush. To guide you, the following
symbols signal the level of difficulty for that project:
BEGINNER
INTERMEDIATE
ADVANCED
Where do I start?
Carry out some Internet research into what is meant by the word “BUDGET”. Jot down
your findings. Do your parents work out their weekly/monthly bills/outgoings? Start to
think about where they get these figures from and what these might tell them about your
home and spending habits?
What will I learn?
To understand at a simplified level, what kind of figures at site, such as the one you are
learning at, has to calculate and report on weekly. You will learn where the figures come
from and why they are important in giving an overview to the performance of the business.
What skills will I use?
Planning and Research, Numeracy, Communication
and Decision Making.
Did you know?
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Across the whole of the Whitbread
Estate (all of our brands) we own
and use over 11,000 calculators
a day… enough to supply 50 brand
new schools.
Consider who might be
responsible for reporting/
sending figures in the business.
Consider why we report this way.
Think quick and simple methods!
Discuss these issues with
the managers on duty –
use them for guidance.
YOU’RE ON YOUR WAY...
Discuss what you have found in your
pre-module research with your buddy.
How do you think it links to this module?
Find out what type of reporting format your site
uses to send on figures, example: spreadsheets/
emails. Who do they send figures to? And why do
you think reporting these figures is so important?
Present your findings to your buddy.
NOW PICKING
UP SPEED...
TOTAL SITE SALES CALCULATIONS
PREMIER
INN
SITE NAME
ACTUAL
SALES
F&B
ACTUAL
SALES
(£)
(£)
TOTAL
SALES
(£)
EXPECTED
SALES
(Budget)
DIFFERENCE
TO
EXPECTED
(£)
(£)
PREMIER INN CALCULATIONS
SITE NAME
AVERAGE
PRICE
HOTEL
OCCUPANCY
PAID PER
ROOM:
(How full
we are)
(£)
(%)
HOTEL
EXPECTED
SALES
DIFFERENCE
TO
EXPECTED
(£)
(£)
With either the
manager on duty
or your buddy, fill
in the calculations
table on the
Reporting Sheet.
(The Reporting Sheet
is found on the inside
back page of the
Buddy Guide.)
Ask a Premier Inn team
member how to find the
Average Room Rate on BART.
Ask a Premier Inn team
member to show you how to
calculate occupancy on BART.
Ask the manager on duty to
show you the ‘budget sheet’
and help you understand it.
YOU’RE MOTORING NOW...
With either the manager on duty or your buddy, calculate and fill
in the Total Sales Calculator table on the reporting sheet.
Ask the duty manager to show and
explain to you the budget sheet, and
which figure you need from it (as in
Silver Project).
Ask either the duty manager or the
Premier Inn team member to show
you the revenue report, and which
figure you need from it.
Ask the duty manager to show you
a ‘house financial’ and explain which
figure you need to look at.
WELL
DONE!
This module is completed.
You have the green light to
proceed to your next module.
Now speak to your buddy.
If you enjoyed this module we
recommend you try Module 10:
Profit & Loss
day 10
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Your Guide to
Day 10
Day 10: How today works
Today is your final day with the team. We hope you have
really enjoyed your time with us and that it has opened your
eyes to the fantastic world that is Hospitality Management.
Today is going to work like this:
nMeet with your buddy and start work
on your final activity “Hotel inspector”
meets “Come Dine With Me”
nComplete the activity and prepare a
presentation of your findings with the
support of your buddy
nPresent your findings to the Manager,
this can be using what tools, materials
and equipment that you feel are
necessary. Your feedback should be
honest, it is great when we find out
areas that we can improve on
nWrap up and feedback. Once you
have delivered your presentation
the manager will go through all of
the feedback that you have received
from your buddies in the time that
you have spent with us, and give you
some thoughts of their own
nWe would also like you to tell us how we
did. There is a template for you to follow
nWe really hope that we have given
you a real flavour to what it is
like managing a hospitality
business and that we have
inspired you to consider
whether this could be a career
for you. We have many different
career paths providing fantastic
opportunities for our people here
at Whitbread, managing one of our
businesses is just one of them. At
the very least, we would love you to
remain in contact with us to continue
on this journey we have started and
so your manager will ask you for a few
contact details to help us with this.
Thank you
and good luck
What do you think?
Take some time to yourself and answer the following
questions, they are for you to talk to the Manager about
how your experience was and how we could have improved
it for you. This feedback is really important to us.
What was the best part of your time
with us?
Which module did you least enjoy and why?
In what ways could we have improved
your time with us?
Which module did you enjoy the most
and why?
We have an Inspiration Award that will
be given to someone in our team to
say thank you for the help and support
they have given you. Which one person
inspired you the most, throughout your
programme, and why?
notes
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any Thoughts,
use the following pages to record
r time with us!
Questions or Memories of you
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