Having a training program looks great. But retention matters more. When our staff can recall the importance of resident/guest experience or even how to manipulate a door lock to ensure it secures and the property is safe, then training has proven effective. We celebrate these moments with our staff members. These moments prove that communication lines between all stakeholders (board members, property managers, APC office, and APC field staff) is alive and well. Our training approach at APC is multifaceted. A combination of classroom, virtual, and hands on training that incorporates all learning styles. This is made possible with the initial creation of standard operation procedures (SOP) between APC and property representatives. The blending of APC and location site procedures offer our team members site-specific knowledge catered to the property and service provided. This is also where we learn the nuances of the property and improvement opportunities. We learn the technologies utilized and how to optimize them. All this combined, is what ultimately offers solutions to enhance the experience for all those who encounter the property.
APC’s training is designed by understanding client needs and begins with safety procedures and property logistics. We incorporate all types of emergency situations and property tours aide our staff in navigating these emergencies. Each property also requires certain training points to be emphasized. Utilizing what we learn while creating the SOP, our dedicated trainer emphasizes these needs in their training program. Examples range from where/how trespassers are more prone to access the building to reinforcing certain property parking rules.
Each position also has their own specific module. These modules cover position specific expectations and ensure cross training initiatives are met. Growth is important to us. So, APC offers staff members the ability to step into other positions and sharpen the skills needed in the hospitality industry.
Initial training takes place in a formal classroom style format. In these sessions, staff are assessed on their understanding of vital topics that impact the job regularly. Examples of these topics are, customer service, safe driving, phone etiquette and more. Newly hired staff are given the opportunity to have open ended discussions regarding the topics, as well. Site specific procedures and technologies are introduced then reinforced by the site manager once the new hire is assigned their initial site training shifts.
Once onsite, the new hire trains with their manager and colleagues for a more hands on training experience. The manager collaborates with the APC operations team and determines if additional training is needed. This gives the manager the opportunity to focus on improving the new hire by fine tuning their training. Upon completion of all training steps, the new hire can work independently. With training for all on an ongoing basis.
APC itself uses a continued learning approach to adjust as needed. APC utilizes feedback from clients, residents, and staff to improve its effectiveness. With client’s input, changes/adjustments are communicated to field staff and put into action immediately.
With years of experience and learning, APC has been able to create training programs that not only covers our expectations but the expectations and needs of each individual location site, as well. We pride ourselves on having the ability to provide our team members with the tools needed to succeed with the goal of creating an impactful service experience.