Job Skills Certification Process

Component One

Certification Requirements
The trainer/supervisor should use the Certification column of the Job Skills Checklist to record completion of this section. 1. Each new hire should be observed performing the job skills for their position where the department standards and procedures are followed 100%. 2. Each new hire should complete two internal or external guest transactions where the department standards and procedures are followed 100%. These transactions should be acted out with a department trainer/supervisor not with a guest.

Component One Completion Date _______________ Component Two The trainer/supervisor should ask each team member the following questions and ensure from their answers that they fully comprehend the concepts involved. Note: To achieve certification, the questions must be answered 100%
correctly.

1)

What is Hiltons Vision statement? What does that mean to you? ______________________________________________________ 2) What is the Hilton Brand Promise? What does that mean to you? ______________________________________________________ 3) What are the three Core Experiences tied to our Brand Promise? 1. 2. 3. 4) Name the four Brand Service Building Blocks and explain how each are utilized in your position. 1. 2. 3. 4.

5)

Name three of the twelve Universal Service Standards 1. 2. 3. Name two other Global Service Standards that apply to your department. 1. 2.

6)

7)

Provide an example of how you have used the five steps of Welcome, See, Say, Do and Farewell ______________________________________________________ 8) What actions have you taken toward your commitment to be hospitable? ______________________________________________________ 9) Ask for the answer to one of the questions most commonly asked by guests directed toward your department. ______________________________________________________ 10) If a guest asks you a question and you do not know the answer, what should you say and do? ______________________________________________________ 11) If you have an idea about how to improve the (property or department), what should you do?

Component Two Completion Date _______________

Signature of Trainer/Supervisor_________________________