Front office coaching covering the following:
Languages: English, some French and Portuguese
Prior to beginning of coaching
A) Situation analysis onsite without the involvement of the local management and adaptation of the coaching scheme to local circumstances and feasibility. In this phase, the coach acts as a guest in order to obtain an overview. The employees are informed about the presence of the coach. Further, the coach observes front office operations; the coach is provided access to departmental lists and documents. Here, typically a compilation of photographs and documents will be created.
B) Coordination with the management and department management and QM representatives with definition of the weak points and, if necessary, presentation of the collected impressions in the form of a photographic documentation, print screens and notes. The documentations and the written report will serve as a basis for the subsequent meeting with the general management. A first status-analysis will be created, defining key activities.
C) Accompaniment of an employee (such as the QM representative) in the execution of their activities as well as the creation of further documentation; preparation of the status and target summaries. The coach accompanies employees of various levels at front office to analyse whether procedures are technically correct and effective. Existing processes, communication and documentation at reception and in the back office are checked. As in phase A, documentation will typically be created.
D) Collaboration with the management, department managers and QM representatives regarding a detailed coaching plan. After phases A to C, the coach will have the overall impression necessary for the planned measures and will be able to present the concrete coaching process to the general management so that phase E can begin. A profile of strengths and weaknesses will be prepared as well as a comparison of the current status and the target status, to be used as a framework for further action.
E) Beginning of the training measures.
The working hours mentioned above are approximate figures and are dependent on various factors which include:
While the coach is working onsite, he/she will create daily logs which are intended to give the client an overview of the current state and will form the basis for all discussions with the general management. The logs will also reflect decisions reached with the general management. If necessary, discussions with employees will also be included in the log.