HOSPITALITY EDUCATION DEVELOPMENT

Transcription

1 HOSPITALITY EDUCATION DEVELOPMENT March, 2007 Report Prepared by: Dannette Lynch Director, Hospitality Education EDUCATION DEVELOPMENT Training for Industry Partners Continuing to offer customized educational training programs for the growth and development of our local hospitality industry through presentations. Educational programs are developed to target those entering the industry as well as those who are seasoned employees in the hospitality field. Programs focus on service, destination knowledge, and the impact of tourism to our county. Development of a service training program is being prepared for presentation next month for the Pier Aquarium in St.Petersburg. With the Aquariums renovations and expansion of facilities a program will be presented to staff as well as volunteers covering techniques on enhancing the visitors experience through product knowledge and customer service while visiting the attraction. Preparations are underway to launch an untraditional destination training program in partnership with the Pinellas County Parks Department. The training program will offer hands on experience for entry level as well as management staff to become familiar with the counties tourist attraction; our parks and preserves. Development of a pilot volunteer service program is being designed for the Clearwater Marine Aquarium. A similar program will be available for presentation to the current management team at the facility This program was original to be offered in February but do to staff changes has been moved back to April. 1

2 Destination awareness programs continue to be created for the industry. The programs are particularly geared for front line staff who are in the leading role for creating the visitors overall experience. Such a program is the Tarpon Springs Trolley Hop which is being designed in partnership with the Tarpon Springs Chamber of Commerce. This training experience will allow attendees to become familiar with all that Tarpon Springs has to offer, through its history, culture and merchant areas. Destination training programs such as these are invaluable in order to have trained staffed through out the county that interacts with the visitor in expanding there stays and total experience to our destination. The initial phase of design and implementation has been completed in the customer service or fan experience program at the request of the Devil Rays which was once again specifically designed for managers at Tropicana Field in the food service area Approximately sixty attendees participated this three hour training session. Following this program a presentation focused on servicing the guest was made to staff and volunteers to enhance the quality of interaction with the fan. This is the second year we have participated in this type of training program with the management team of the Devil Rays and Batter s Box Restaurant. Provided a series of training sessions for approximately 35 Golf and Country Clubs throughout the county. Attendees ranged from mangers to all levels of service staff. These training sessions focused on all aspects of service from internal service, to working with co-workers, followed by the importance of servicing members and guest of the Club. The second part of these training sessions included destination awareness training and opportunities to partner with other industry partners. Partnering with Tyrone Square Mall in St. Petersburg a for destination/service program which is reaching out to the malls merchants and their 700 plus employees.. These training programs also offer the format to discuss the value and impact of tourism for the destination with these residents. PSTA partnership continues as we begin a series of new training sessions for trolley drivers. Training sessions focused on enhancing the service and destination information and resources materials for these drivers. Since the beginning of the trolley service we have taken a leadership role in these training sessions, which have proven very beneficial for everyone, especially the riders/our visitors. Preparing once again for the very successful service based training program for our local restaurant industry The Main Ingredient. Frontline staff will participate in a series of guest service trainings from the first impression of an appearance, guest greeting, destination knowledge and the importance of working as a team. Approximately 75 restaurants participated in the last series of training reaching fast food to fine dining establishments. The goal is to double the participation, the program begins in April. 2

3 Continuing additional service/destination programs as we partner with Cracker Barrel restaurants. Sessions are offered to existing and newly hired staff for all the county locations. Sessions will continue through April and resume again in the summer. The program continues to expand and we move forward into the height of our season. This is the only area that has such a partnership with a CVB throughout the Cracker Barrel chain. Continuing to offer a service based program designed especially for car rental companies Enterprises Car Rental kicked this program off to all their Pinellas locations with approximately sixty five employees participating. Development of a training presentation geared for industry partners and county residents is being created to be presented on an on going base throughout the year. This presentation will be available for civicgroups, homeowners associations and so on in an effort to create awareness of the counties number one industry: tourisms and how it benefits each of us as residents. Middle, High School and College Hospitality Education Three county high schools participated in the states culinary competition which was held in Orlando. The competition is sponsored by the Florida Restaurant and Lodging Association s Education Foundation Pro Start program. Participating schools were Northeast, Osceola, and Tarpon Springs High Schools. Each of these schools is reaching their capacity for student enrollment. The Jacobson Culinary Arts Academy which is currently under construction at Tarpon Springs High School will be a showcase for culinary education within the county and will create a greater awareness of hospitality programs within the county which will put even a greater demand on enrollment. Schiller University Hospitality program continues to evaluate the addition of Culinary Arts program to there new location in Largo. Plans are being discussed in adding a training kitchen at this campus. As a member of the Pinellas County Education Foundation Committee have been assisting with recommendations made to the Pinellas County School Board in establishing high school hospitality career programs and certifications. Planning continues with a proposal to the school board soon to follow which will be implemented in school year. 3

4 Significant changes in career education for Pinellas County High Schools are underway with the introduction of Centers of Excellence. This will fundamentally change and improve our school systems approach to career education by aligning curriculum with employment needs. The new guidelines being presented will also remove career and technical programs that do not lead to careers that have high employment demands. The recent Culinary Competition that was held was showcased in these discussions. The fourth annual culinary competition is scheduled for January Local Hospitality Industry Education Assisted the Honda Grand Prix of St. Petersburg as in years past with their volunteer program and trainings while overseeing volunteer functions during the race. A volunteer training session was held for approximately 500 volunteers. Continuing to partner with AHLA (American Hotel and Lodging Association), currently preparing for a variety of Certification programs to be offered with Education Institute curriculum. As a CHT (Certified Hospitality Trainer) I am qualified to administer any of AHLA certification programs which will allow the Education Department to offer certification programs locally. A larger number of employees will be able to obtain professional certifications in specific designated areas of the industry... Also allowing properties to have a larger number of employees take these certification sessions without incurring the cost of travel expenses with programs being administered locally It will also provided reduced rates for materials and no charge for testing when done through the CVB. Pinellas County school system is also reviewing these programs for the high schools hospitality and tourism program. Continue to prepare for the sixth Hospitality Educational Experience with over twentyfour College/Universities throughout the state of Florida with hospitality programs being contacted to participate in an n October event. Plans continue for the countywide National Tourism Week kick off luncheon to be held on May 11th. The luncheon is the Convention & Visitors Bureau only annual countywide event which salutes and recognizes all those in the hospitality industry. Events during National Tourism Week, May th will focus on the value of tourism and the economic impact to our county. The luncheon will be held at the St. Petersburg Yacht Club located downtown St. Petersburg. The counties Chambers of Commerce are preparing for events that will take place throughout a variety of cities during this National recognized week. Educational awareness through conservation has made a difference to our industry. As an original partner with Southwest Water Management, in the start of the Water Champ program in the county also assisted in the initial introduction of the State of Florida Green Lodging, program as well. We have revisited the importance of keeping these 4

5 environmental programs in front of the industry. Partnering with the Pinellas Chapter of the Florida Restaurant & Lodging Association, Progress Energy, the SW Management and the Florida Green Lodging offices an educational forum will be held on the 10 th of April. This educational forum with the above panelist will update and provide information on savings to the properties by being partner of these programs. During this session the state will introduce a Green program strictly for restaurants. 5