VESOL for Hotels: A Public/Private/Nonprofit Partnership for Success

1. VESOL for Hotels:A Public/Private/Nonprofit Partnership for Success Presented by: Laura McNerney, Hospitality Resource Group, Inc. Pat Rajala, Literacy Volunteers of Westchester/Rockland Inc.

2. History and Partnership • Our company backgrounds • Hospitality Resource Group, Inc. – Training Contractor • Strategic Training Solutions - Learning and Development company with niche in hospitality industry • Consulting, Leadership Development, Management Skills, Sales, Customer Service, ESL, Strategic Planning, Teambuilding • Literacy Volunteers of Westchester/Rockland - ESL Partner • Serves 750 plus students per year • Largest affiliate of the Literacy New York Network in NY state • Developed “US Civics for Immigrants: from Native Language to English Literacy” federally funded curriculum – LVWRC has trained over 250 adult education teachers to deliver this curriculum

3. Program Funding • January – March, 2010, June – August, 2010 • ARRA (American Relief and Recovery Act) via Westchester/Putnam One Stop • February – April, 2011, May – July, 2011 • WIA (Workforce Investment Act) via Westchester/Putnam One Stop and allocated to industry sectors (Hospitality, Technology, Green, Banking and Finance, Healthcare) • Application process • Board/sector identify training needs • RFP response and rating • Recommendation approved by board • Contract execution • Resolution by Westchester County Board of Acquisition and Contracts

4. Marketing and Promotion • Recruitment of hotel properties • Marketing reach via e-blast, program flyers • One-on-one meetings with hotel Human Resources and/or property General Managers • Westchester Hotel Association • Program review via property meetings with Human Resources and key management staff • Program/curriculum review • Discussion of individual property needs • Responsibilities and accountabilities for property and contractor

5. Responsibilities • Responsibilities of HRG and LVWRC • Program development • Relationship management • Facilitation • Follow-up • Reporting • Responsibilities of hotels • Proof of employment and wages • Attendance sheets • Letter of commitment – 50% contribution • Required Sector membership • Participant registrations with County

6. Team Development and Training • Identification of experienced ESOL teachers with experience working in vocational ESOL settings • Specific teacher training/background: • ESOL certified • Hospitality industry training for ESOL teachers by HRG • Teachers trained in “US Civics for Immigrants” curriculum • Hotel curriculum development meetings • Ongoing communication among property, HRG and LVWRC senior staff • Monthly teacher debrief meetings on status of each hotel • Student levels • Supervisory input • Challenges – weather, business levels, attendance

7. Curriculum Development The VESOL program is a work-place oriented curriculum designed to meet the specific needs of the hotel industry. The following is a sample of some of the topic matter covered in the 12 week curriculum. The curriculum was further developed to include language and requirements specific to each participating hotel. • Week One – Orientation • Class structure and rules • Week Two – Introductions • Exchanging personal and work information • Week Three – Working with the basics • Pronunciation, numbers, days of the week, etc. • Week Four – Reading a schedule • Reading a schedule, vacations, forms • Week Five – Working safely • Health precautions, accident prevention • Week Six – Dealing with emergency situations at work • Hotel policies, correct responses, sudden illnesses/accidents

8. Curriculum Development • Week Seven – Speaking with supervisors • Questions, clarifications, avoiding miscommunication • Week Eight – Issues of time and place • Directions inside and outside hotel, identifying days and times • Week Nine – Communicating with co-workers and guests • Hotel specific language, hospitality standards • Week Ten – Using the telephone • Taking messages, getting correct information, phone etiquette • Week Eleven – Dealing with guest concerns • Communicating guest issues/concerns to appropriate hotel contact • Week Twelve – Responding to complaints • Hotel policies, taking responsibility for complaint resolution • Graduation • Certificates and celebration with senior management

9. Program Execution • Pre and post testing using NYSED and DOL approved Best Plus test of English speaking skills • Multi-level class with emphasis on lower level learners • Audience – Housekeeping, Kitchen, Engineering, Building and Grounds • Backgrounds – Hispanic, Haitian/Creole, Vietnamese, Polish • 40 hours classroom instruction including testing • 2 days per week, 1.5 – 2 hours per session • Flexible scheduling around hotel needs

10. Accountability and Reporting • Mandated use of Best Plus pre and post-test • Documentation of pre-test, post-test, number of hours of instruction to State Ed. • Wage and hour documentation • Sector partnership agreements • Letters of Commitment • Final reports to hotel management • Attendance forms • Participant registrations • Monthly invoicing • Quarterly summary

11. Key Successes • Over 275 students trained at eleven hotel locations • Over 880 of on-site training • Approximately 75% advanced one or more levels on Best Plus post test (NYSED target outcome rate is 46%) • Student Promotions – examples include: • Dishwasher to Front-Line Cook • Housekeeper to Engineer • Housekeeper to PBX Operator • Room Attendant to Housekeeping Floor Supervisor • Steward to Line Cook • ESL Training recognition in the State of the County address • Breakfast recognition program for key success stories • Intangibles – increased confidence, enhanced self esteem, learning carrying into home environment

12. Next Steps • October 2011 via WIA Funding • Management and Supervisory Training • 9 Individual property trainings and 2 regional trainings • Effective Communication and Accountability, Coaching, Counseling and Conflict Resolution, Time Mastery, Management DiSC, Negotiation Skills • November/December via WIA Funding • Strategic Planning for Hospitality Sector • Management and Supervisory Training • January – June via WIA Funding • ESL Training • Management and Supervisory Training (continued)

13. Thank You! Questions? For more information, please contact: Laura McNerney, President Hospitality Resource Group, Inc. 237 Mamaroneck Avenue, Suite 201 White Plains, NY 10605 (914)761-7111 Laura@HRGinc.net