PHASE 1 – Orientation

During this phase, the participant will learn the food service standards of Monarch Casino Resort & Spa and how to deliver a successful product that meets the hotel's standards and satisfies hotel's guests. The program emphasizes extraordinary interaction and communication with guests. Participants will learn behaviors that build customer loyalty and positively impact the guests' experiences. The participant's initial orientation will provide the first step in ensuring successful rotation into new and more advanced training areas.

Objectives and Goals:

Gain a clear overview of the organization's operations and guests and niche in the marketplace. The participant will learn the scope of the organization's activities, the history, organizational mission and objectives as well as the significance of the division and departments. The participant will take part in orientation with the host organization and be introduced to supervisors and mentors. Initial training offered to all new members will be scheduled and required documentation to be completed. They will be guided in the process of learning Server functions and Responsibilities along with the below positions where they will be cross trained

What specific knowledge, skills or techniques will be learned?

Become familiar with the hotel property and amenities.
Participant will gain knowledge of our company’s philosophy, policies, rules and regulations so they may apply this directly to their training position.
Learn about cultural and legal issues surrounding hotel operations.
Learn hotel department’s duties and staff members.
Learn emergency procedures and safety procedures.

The participant will gain a clear overview of Monarch Casino Resort & Spa operations, clientele and their niche in the marketplace. The participant will be informed about the intentions concerning the hotels activities, organizational mission and objectives as well as significance of the division and department and its responsibilities in the success of the organization. The participant will begin acclimating to the U.S. with help from mentors and teammates and learning about differences and similarities of life in the U.S.

What plans are in place for the trainee/intern to participate in American cultural activities? (Must include all 12 months)

January

o National Western Stock Show Colorado Convention Center 1/11/20- 1/26/20

o Denver International Sportsmen Exposition Colorado Convention Center 1/9/20 -1-12/20

February

o Amazing Scavenger Hunt Adventure Colorado State Capitol 02-01-20

o Let’s Roam Denver Scavenger Hunt Denver Union Station 02-01-20

March

o Lodo Walking Tour Union Station 03-02-20

o Saint Patrick’s Day Parade Downtown Denver 03/17/20

April

o Beer Here Brewing the New West History Colorado Center 4-4-20

o Rino Street Arts Tour 4-4-20

May

o Light Show Denver Art Museum 05-03-20

o Norman Rockwell Imagining Freedom Denver Art Museum 05-05-20

June

o The Emerging Filmmakers Project Bug Theatre Company 06-18-20

o The Lion King Buell Theatre 06-02-20

July

o Low Sensory Morning Down Town Aquarium 07-02-20

o Gilpin History Museum 07-01-19 07-31-19

August

o Red Rocks/ Dinosaur Ridge Tour 08-1-20 – 08-31-20

o Denver Botanic Gardens 08-1-20 -08-31-2

September

o Great American Beer Festival Colorado Convention Center 9-24-20 / 9-26-20

o Taste of Colorado 9-5-20/9-7-20 Civic Center Park

October

o Blue Lantern Ghost Tour Central City 10-01-20 /10-31-20

November

o Denver Museum of Nature and Science 11-1-20 /11-30-20

December

o Blossoms of light Denver Botanic Gardens

o Zoo lights Denver Zoo

How, specifically, will these knowledge, skills or techniques be taught?

Attend New Associate Orientation.
Become familiar with hotel layout and services.
Learn Emergency Procedures.
Learn hotel department's duties and meet staff members.
Learn about cultural and legal issues surrounding the hotel operations.
Learn materials will be presented in an environment conducive to learning, and will then allow participant to take that "book training" to the training site and put it into effect under the supervision of the department's supervisor/manager. Be able to relate team activities on the line to Guest Satisfaction Scores.
All participants will be introduced to hotel standards by book and expert instruction and they will then be able to practice what they have learned on-the-job

The participant will take part in all the hotel activities, get introduced to the area, American Culture and will spend time on a daily basis with American colleagues speaking English.

Who will provide daily supervision of the trainee or intern and what are their qualifications to impart the planned learning during this phase?

The participant will be supervised by Kris Thottekat Director of F&B , who began his career by completing training in hospitality field. From 1995 to 1998, I completed a Degree Program with the Indian Institute of Hotel Management and Catering

Technology. My training included classes in Hotel Management, Catering Technology, and related subjects. Thereafter, I enrolled in a Degree Program in Hotel Operational Management at the Swiss Hotel Management School and was awarded a Degree in 1999. In addition, I completed training certificate programs with the Educational Institute of the American Hotel & Motel Association in such areas as Food and Beverage Management, Financial Accounting for the Hospitality Industry, as well as Completed the CFBE certification. After completion I joined the Hilton Group as Management Trainee and then later transferred to The Gaylord Opryland Hotel as Assistant Food & Beverage Manager in Nashville, TN.

I have completed more than 19 years of training and employment experience in food services management, hospitality management, and related fields, characterized by increasingly advanced responsibility and complexity under the supervision of managers, and together with peers, at a bachelor's-level of practical experience.

From August 2003 to the present time, I have completed confirmed and progressive employment in food services management, and related areas, in including Cursing Industry with Carnival Cruise Lines & Holland America and several Hotel chains where I was responsible for duties of expanding scope and complexity centering on the planning, management and oversight of restaurant and food services functions, from kitchen operations and employees, to inventory management, culinary management, budget monitoring, and related areas. In performing his professional duties, I have clearly applied advanced theoretical concepts and practical methodologies in food services management, kitchen operations management, food services management, hospitality management and related areas, analogous to college studies in Food Services Management.

How will the trainee or intern's acquisition of new skills and competencies be measured during this phase?

The participant will attend daily shift meetings and experience ongoing supervision from supervisors. The participant will receive direct feedback from trainers and attend meetings to discuss progress.

PHASE 2 – In Room Dining

Intern’s Role:

Following the completion of Phase 1, the participant will have the opportunity to train in Room Service. Knowledge of this department is essential for the duration of the program as it builds a foundation of understanding guests’ needs and promotes directly relationships with key staff in the Food and Beverage outlets. The participant will learn and improve their knowledge and skills related to the ability to prioritize, organize and follow through, perform well under pressure of meeting schedules and time lines for guests' orders. This phase is designed to introduce the fast-paced environment surrounding rooms service and food preparation for rooms service.

Objectives and Goals:

Gain an understanding of the Room Service department in a high end, high volume hotel. Establish a practical understanding of the property’s culture, guests, and systems. Learn guest interaction skills and greatly enhance organizational skills. The participant will be trained in hotel room service standards. The participant will learn the policies and procedures for delivering quality in-room dining service to the hotel's guests and how to be successful in this fast-paced department.
The participant will be introduced and become acquainted with the major operations of the room service department.
The participant will learn the importance of customer service and customer satisfaction
The participant will take on leadership roles

What specific knowledge, skills or techniques will be learned?

Learn to become familiar with the systems and processes of room service

Learn to understand the role of the department within the hotel

Learn to further enhance customer service and service recovery skills

Serving and serving etiquette; Customer service; Rooms service policies and procedures; State Health Department Guidelines and general cleanliness; Front Office service standards; Ability to communicate in a fast-paced environment; Customer service skill.

The participant will be trained in the Room Service department. The participant will become familiar with the daily operations of the room service department by processing orders and adhering to strict timelines. The participant will learn to handle shifts (both AM and PM) and to improve employee efficiency, develop interpersonal and leadership skills, and learn how the host organization manages expectations, handles special requests and ensures guest satisfaction.

How, specifically, will these knowledge, skills or techniques be taught?

Become proficient in the area of room service.
Learn proper set up of a room service table
Become familiar with safety and service standards
Perform duties of room service server
Learn duties of room service order taker
Shadow department supervisors/managers
Assist with the overall operations of the room service department;
Assist with processing orders and preparing trays for delivery;
Address guest requests or complaints in person;
Review daily statements, read reports, manage data and information, and assist with coordinating and delegating assignments to staff;

Who will provide daily supervision of the trainee or intern and what are their qualifications to impart the planned learning during this phase?

The participant will be supervised by Kris Thottekat Director of F&B , who began his career by completing training in hospitality field. From 1995 to 1998, I completed a Degree Program with the Indian Institute of Hotel Management and Catering

Technology. My training included classes in Hotel Management, Catering Technology, and related subjects. Thereafter, I enrolled in a Degree Program in Hotel Operational Management at the Swiss Hotel Management School and was awarded a Degree in 1999. In addition, I completed training certificate programs with the Educational Institute of the American Hotel & Motel Association in such areas as Food and Beverage Management, Financial Accounting for the Hospitality Industry, as well as Completed the CFBE certification. After completion I joined the Hilton Group as Management Trainee and then later transferred to The Gaylord Opryland Hotel as Assistant Food & Beverage Manager in Nashville, TN.

I have completed more than 19 years of training and employment experience in food services management, hospitality management, and related fields, characterized by increasingly advanced responsibility and complexity under the supervision of managers, and together with peers, at a bachelor's-level of practical experience.

From August 2003 to the present time, I have completed confirmed and progressive employment in food services management, and related areas, in including Cursing Industry with Carnival Cruise Lines & Holland America and several Hotel chains where I was responsible for duties of expanding scope and complexity centering on the planning, management and oversight of restaurant and food services functions, from kitchen operations and employees, to inventory management, culinary management, budget monitoring, and related areas. In performing his professional duties, I have clearly applied advanced theoretical concepts and practical methodologies in food services management, kitchen operations management, food services management, hospitality management and related areas, analogous to college studies in Food Services Management.

How will the trainee or intern's acquisition of new skills and competencies be measured during this phase?

There will be a personal evaluation session. Based on the observation and coaching & counseling occurred during this phase, the supervisor will be able to provide a formal written evaluation to discuss the participant's areas improvement to ensure a full understanding of the tasks involved in this phase before moving onto the next phase. The participant will be required to complete the visa sponsor's monthly check-ins and will need to provide updates on training accomplishments and completed cultural activities.

PHASE 3 – Restaurant Operations

Intern’s Role:

Intern will become proficient in the area of Restaurant operations. Intern will also learn supervisory and management skills as it relates to restaurant operations.

The participant will shadow experienced F&B team in order to obtain a solid understanding of the hotels' F&B operations. This phase will prepare the participant to train in Atlantis Steak House & Bistro Napa offer cuisine that inspires your imagination, from gourmet to buffet. The choices are endless with something to satisfy everyone from fine dining to casual fare, all prepared by award-winning chefs. Our selection of restaurants offers you the Steak House, the Buffet, the variety 24/7, the authenticity of the South West and much more.

Objectives and Goals:

The participant will be exposed to Food and Beverage activities throughout the hotel. The participant will have the opportunity to execute skills taught during their academic career in a real-world setting by participant in event production, private dining, and the monitoring of guest service standards.

The objective of this phase is to introduce the participant to the daily operations of the F&B department. On-the-job training is incorporated in this phase in order to reinforce formal learning and to develop expertise through hands-on practice under close supervision. This is due to the fact that training can only be acquired by actual participation in the processes, or learning with the management that is responsible for performing specific functions. Also, on-the-job training allows the opportunity to develop relationship and problem solving skills which will let them perform the tasks at higher standards upon returning to the participants. The participant's will fully understand of the host organization's operations with Restaurant Operations in necessary to advance into more complex training opportunities.

- Discuss the importance of accurate and timely customer service;

- Make participant aware of the restaurant tools, resources, services, and programs;

- Provide time for the participant to become acquainted with the restaurant environment.

What specific knowledge, skills or techniques will be learned?

The participant will begin to understand the systems and processes required to execute the operations of a three meal a day restaurant.

The participant will take an event from a sales contracted status to the execution of the event in a private dining setting.

The participant will learn supervisory techniques and skills as it relates to the food and beverage department at the hotel.

The participant will develop and refine guest service skills in a fast-paced environment.

During this phase, the participant will be invited to attend wine and Ski events as well as all the Food and wine expos which will be held at the Hotel including Special Dinners hosted by the property. Moreover, a pizza night will be organized for all the teams.

How, specifically, will these knowledge, skills or techniques be taught?

Become proficient in the area of restaurant and private dining operations.
Gain an understanding of the various roles within the food and beverage department, including: host, server, private dining sector
Learn supervisory and management skills as it relates to restaurant operations.
Further develop and refine guest service skills at the hotel.
Shadow manager.
Attend department meetings and review of company materials.

The participant will train with servers during meal service. The participant will learn how to do weekly inventories and ordering. The participant will learn service standards at the restaurant outlet. The participant will train in other duties deemed necessary by the manager/supervisor. the participant will have to adhere to the property's high standards for guest service. The participant will complete the luxury service training throughout this phase. The participant will understand and be able to apply successfully the skills of restaurant operations. The participant will learn procedures for the daily operations and the relationship between the restaurants department and the overall customer service provided at the hotel. The participant will become part of the front line of customer service in the hotel restaurant, will learn the restaurant menu and communicate daily specials to valued guests, and learn to keep serving areas stocked with supplies and learn to anticipate restaurant needs.

Who will provide daily supervision of the trainee or intern and what are their qualifications to impart the planned learning during this phase?

The participant will be supervised by Kris Thottekat Director of F&B , who began his career by completing training in hospitality field. From 1995 to 1998, I completed a Degree Program with the Indian Institute of Hotel Management and Catering

Technology. My training included classes in Hotel Management, Catering Technology, and related subjects. Thereafter, I enrolled in a Degree Program in Hotel Operational Management at the Swiss Hotel Management School and was awarded a Degree in 1999. In addition, I completed training certificate programs with the Educational Institute of the American Hotel & Motel Association in such areas as Food and Beverage Management, Financial Accounting for the Hospitality Industry, as well as Completed the CFBE certification. After completion I joined the Hilton Group as Management Trainee and then later transferred to The Gaylord Opryland Hotel as Assistant Food & Beverage Manager in Nashville, TN.

I have completed more than 19 years of training and employment experience in food services management, hospitality management, and related fields, characterized by increasingly advanced responsibility and complexity under the supervision of managers, and together with peers, at a bachelor's-level of practical experience.

From August 2003 to the present time, I have completed confirmed and progressive employment in food services management, and related areas, in including Cursing Industry with Carnival Cruise Lines & Holland America and several Hotel chains where I was responsible for duties of expanding scope and complexity centering on the planning, management and oversight of restaurant and food services functions, from kitchen operations and employees, to inventory management, culinary management, budget monitoring, and related areas. In performing his professional duties, I have clearly applied advanced theoretical concepts and practical methodologies in food services management, kitchen operations management, food services management, hospitality management and related areas, analogous to college studies in Food Services Management.

How will the trainee or intern's acquisition of new skills and competencies be measured during this phase?

The participant will attend daily shift meetings and experience ongoing supervision from supervisors. The participant will receive direct feedback from trainers and attend meetings to discuss progress.There will be a personal evaluation session. Based on the observation and coaching & counseling occurred during this phase, the supervisor will be able to provide a formal written evaluation to discuss the participant's areas improvement to ensure a full understanding of the tasks involved in this phase before moving onto the next phase. The participant will be required to complete the visa sponsor's monthly check-ins and will need to provide updates on training accomplishments and completed cultural activities.

PHASE 4 – Banquet Operations

Intern’s Role:

The participant will gain brand-specific knowledge regarding the unique needs of events large and small scale. The participant will participate in planning and executing events.

The participant will train in the banquets department to improve their knowledge and skills of food and beverage service as it applies to banquet and event implementation. This phase will build on the two prior phases and introduce the participant to the social catering and event functions of the hotel.

Objectives and Goals:

Gain an understanding of the banquet and event operations at the hotel. This phase is designed to provide the participant with a solid theoretical and practical foundation in professional event production. The participant will be able to develop and appreciate an understanding for event food production and improve their career aspirations by learning about this particular aspect of Food and Beverage operations.

The participant will learn how to cooperate and coordinate with a team to carry out the successful completion of an event. The participant will learn how to remain organized, focused, and professional in a fast-paced environment and respond to client needs to ensure satisfaction. Deliver a superior result and product to guests while maintaining excellent customer service skills.

What specific knowledge, skills or techniques will be learned?

Learn high standards of quality at a successful hotel and how to ensure associates are meeting those standards.
Learn how to understand the systems and processes required to take an event from a sales contracted status to the execution of the event.
Learn how to plan high quality buffets.
Learn about the management, direction, presentation, service, and evaluation of special events.
Learn how to interact with event planning regarding special meal and cuisine requests.

Customer Service and proper serving etiquette, Inventory Control, Quality Control Procedures, Problem Solving , Clear, concise written and verbal communication skills, ability to sell concepts and ideas to management, peers, and employees, demonstrate team building experience, demonstrate ability to lead by example, build morale and spirit, use a "hands-on" approach to management, experience communicating, training, and managing multi-lingual staffs, learn how to become a mentor who inspires, trains, and

develops people for promotion, experience training and cross-training, guest service attitude, learn to resolve and de-escalate conflicts, learn to have calm, organized approach in all situations.

How, specifically, will these knowledge, skills or techniques be taught?

Participant will:

Be introduced to the banquet and events department.
Meet staff members and learn their roles and responsibilities.
The task for this department's training will vary due to its many components. The areas and tasks covered will include: Coffee Breaks, Three Meal Service, Catering Services
Through hands-on training, take an event from a sales contracted status to the execution of the event.
Gain understanding of management, direction, presentation, service and how to evaluate the success of different banquets and events.
Develop communication skills by interacting with different departments to ensure the success of banquets and events.