Victory Service Club

The Victory Services Club is committed to Best Practise across all its personnel policies, practises and procedures. The Club are supported by Peninsula Personnel Consultants on all personnel and health & safety matters.

Recruiting:
The Club produce detailed Staffing Schedules, Job Descriptions, person Specifications and job Profiles that identify the candidates necessary to fulfil the Clubs commitment to the very best customer service and the delivery of quality service through Hospitality Assured.

An active and successful internal recruitment and promotion policy is in place prior to positions going out externally. All advertising is vetted and approved to be compliant with equal Opportunities and the club only advertise with approved Companies that state their compliance with Equal Opportunities and Employment Law. The correct evaluation and interviewing processes are rigorously carried on with all managers undergoing interview skills training prior to interviewing. The use of set interview questions, interview evaluation forms and reference requests are all obligatory.

Induction:
All management and staff undertake a three month probation fully supported by role specific Induction Programmes including statutory training and compliance on H&S and Fire Training, Club introduction, weekly and four weekly appraisal and job chats prior to confirmed appointment, or otherwise, after three months.

Training:
The VSC’s staff and management Training Programmes are amongst the best in the industry. Having successfully completed induction staff will go onto one or more of the following training & development programmes:

1. Statutory Compliance
All staff in all areas will be required to ensure compliance with all statutory training requirements e.g. Food Safety, Basic Hygiene Training, COSHH, HACCPS, Safe handling, Fire Warden Training, Risk Assessment, etc This is overseen and monitored through the Club’s H&S Policy Training programme with H&S support and inspection from Peninsula

2. Staff Training & Development (Competency & Skills Training)
The Club are committed to investing a great deal of time and money in all our staff. Retention rates have improved from over 100% three years ago, to 74% for this calendar year. This is due to the demonstrable commitment to training and development through the following:

• Regular Staff Appraisals & Job Chats
• On job training and assessment
• Hospitality Skills Training on VRQ
• NVQ Training with VT Plus
• Internal promotion policy
• Supervisory Workshops with Stonebow
• Personal development with LearnPurple

3. Hospitality Assured & Customer Care Training
The VSC proudly hold the European Standard for Service & Business Excellence (Hospitality Assured & Hospitality Assured Meetings). The retention of this quality accreditation is very much dependant upon us training and developing our teams in all aspects of customer service and Hospitality Assured

4. Management Development Programmes (See attached Management Training Programme)
The VSC’s management Development Programmes (MDP’s) are the ‘jewel in the crown’ with regards to the retention and development of our people and the building of successful teams. The Club employ the Managing Performance model to appraise and evaluate management performance and competencies quarterly. From this, the following management programmes are run out:

• First year MDP Foundation Course – Time Management, Coaching Skills, Leadership & Motivation, Communication & Influencing Skills (Stonebow)
• Second year Advanced Management Programme – Personal Development; Team Development (Stonebow)
• HCIMA/LearnPurple MDP Courses I, II & III for all management tiers (LearnPurple)
• Junior Management Development Programme (Westminster College)
• Bespoke Training e.g. MIA Event Management Certificate, Advanced Food Hygiene, BICC, Stress Management, Sales & Marketing, etc

Motivating, Valuing, Developing:
Evidenced through the policies and programmes highlighted above

Rewarding & Retaining:
The Club have several reward schemes including Employee & Department of the Month; Manager of the Year; Best KPI Results; Best Customer Satisfaction ratings; Special Customer Care Awards; promotion, etc. Staff retention has improved by 200% over the past 18 months