BSB80615 - Complete Mentoring Program for Hospitality Management

This project details the development of a comprehensive mentoring program specifically designed for the hospitality sector, adhering to the BSB80615 Graduate Diploma of Management requirements. It identifies a key contact person for program coordination, defines the desired outcomes, and establishes clear agency objectives and success measures. The program goals focus on improving employee confidence, developing professional skills, and fostering a positive work culture. The agency assessment includes evaluating commitment levels from management, cultural readiness, and key stakeholders. The project also covers marketing strategies to attract mentors and mentees, matching methodologies, training programs, and program maintenance protocols. Furthermore, it addresses documentation, program evaluation, and includes a program handbook with design principles, roles, and resource requirements. Appendices provide checklists and templates for mentor meetings and agreements, ensuring a structured and effective mentoring process.

Mentoring Program
Name of the Student
Name of the University
Author Note

Contents
Program Name: MENTORING PROGRAM for HOSPITALITY SECTOR.......................................6
1 Key contact person who will coordinate and follow through on establishing, supporting and
maintaining the program:......................................................................................................................6
2 Desired Outcomes or Purpose of the mentoring program:.................................................................6
3 Mentoring for the agency:..................................................................................................................6
3.1 Agency objectives and measures of success...............................................................................6
4. Goals of the mentoring program:......................................................................................................7
5 Agency Assessment:..........................................................................................................................8
5.1 Assessment of commitment level from top to middle management...........................................8
5.2 Cultural readiness of the agency.................................................................................................9
5.3 Key stakeholders who are committed to the success of the mentoring partnership:...................9
5.4 Resources needed and resources available for the mentoring program....................................10
5.5 Securing Buy-in as necessary and appropriate..........................................................................10
6 Marketing:........................................................................................................................................10
6.1 Mentee profile...........................................................................................................................11
6.2 Mentor Profile...........................................................................................................................11
6.3 Communicating the program.....................................................................................................11
6.4 Facilitating application..............................................................................................................12
6.5 Participant selection..................................................................................................................12
7 Matching:.........................................................................................................................................13
7.1 Strategy to match mentor and mentee.......................................................................................13

7.2 Screening and selection process for mentors and mentees:......................................................13
8 Training:...........................................................................................................................................14
8.1 Learning Contract:.....................................................................................................................15
8.2 Length of relationship...............................................................................................................17
8.3 Roles of mentor, mentee and mentee supervisor.......................................................................17
8.4 Closing the relation...................................................................................................................17
8.5 Overcoming obstacles in the relationship.................................................................................18
8.6 Maintaining confidentiality between mentor and mentee.........................................................18
8.7 Evaluating the mentoring process.............................................................................................19
9 Program maintenance:......................................................................................................................19
9.1 Key contact persons trained in mentoring roles to support the participants in the process of
application, screening, monitoring and progress evaluation...........................................................19
9.2 The Monitoring process:...........................................................................................................20
9.3 Recognition and support for mentors........................................................................................20
9.4 Recognition of participants for overall progress and success of the program..........................21
10 Documentation:..............................................................................................................................21
10.1 Program Goals.........................................................................................................................21
10.2 Basic Principles of mentoring.................................................................................................21
10.3 The specific process of mentoring in the Agency...................................................................22
11 Program Evaluation:.......................................................................................................................22
11.1 Outcome analysis of the program............................................................................................22

11.2 Information needs of key stakeholders....................................................................................22
11.3 Continuous evaluation of the program for continued effectiveness and facilitating necessary
modifications to achieve program objectives..................................................................................23
Program Handbook:............................................................................................................................24
Purpose and Benefit of a mentoring program:................................................................................24
Components of mentoring program plan:.......................................................................................25
Design Principles:...........................................................................................................................25
Roles of mentor and mentee:...........................................................................................................26
Criterion for screening and matching mentor and mentee..............................................................26
Legistational and organizational policies........................................................................................27
Variations of resource requirement with mentoring mode..............................................................27
Data collection and storage.............................................................................................................27
Evaluation and reporting methods:.................................................................................................27
Bibliography:.......................................................................................................................................28
Appendices:.........................................................................................................................................30
Appendix A: Mentor pre-meeting 1 checklist.................................................................................30
Appendix B: Mentor meeting 1 checklist....................................................................................33
Appendix C: Mentor post-meeting 1 reflection template............................................................35
Appendix D:Mentor pre-meeting 2 checklist..............................................................................36
Appendix E: Mentor meeting 2 checklist....................................................................................38
Appendix F: Mentor post-meeting 2 reflection template..........................................................231

Appendix G:Sample mentor agreements.......................................................................................232
College Copy.................................................................................................................................234

Program Name: MENTORING PROGRAM for HOSPITALITY SECTOR
1 Key contact person who will coordinate and follow through on establishing, supporting and
maintaining the program:
The key contact personnel who would be responsible for the coordination and follow-up with
the establishment, support and maintenance of the mentoring program and manage the overall
program would be the program manager Eric Smith. He would also be responsible to periodically
review and report the progress of the program and present the results to the senior management.
2 Desired Outcomes or Purpose of the mentoring program:
The desired outcomes for the mentoring program proposed in this study include:
1. Better productivity of the employees
2. Better employee retention
3. Better coordination between departments
4. Supporting professional development among employees
5. Supporting the learning process of the employees.
6. Reducing training costs for hiring external experts.
7. A better workplace culture that promotes continuous learning and development and
coordination
8. Develop a trusting relationship between mentors and mentees based on responsibility and
accountability
3 Mentoring for the agency:
3.1 Agency objectives and measures of success
The primary objectives of the mentoring program for the agency include the following:

1. Improving performance and productivity of the employees
2. Better customer satisfaction and quality of customer service
3. Better coordination between different departments of the organization
4. Effective improvement of employee skills
5. Reducing the overall costs of training employees
6. Developing a positive workplace
7. Better adaptability of the employees to challenging situations
8. Foster appropriate behavior among the employees
The success of the program can be measured through the following aspects:
1. Monitoring engagement of the mentors and mentees in the mentoring program
2. Tracking the progression of the individual goals of the mentors and mentees during the
program
3. Measuring the satisfaction of the mentees and mentors about the program
4. Evaluating and tracking the success of the mentoring program based on the outcomes
5. Surveys about the program
4. Goals of the mentoring program:
The key goals for the mentoring program include the following:
1. Improve confidence and productivity of the employees
2. Develop professional skills of the employee
3. Support better work life balance
4. Retain and transfer knowledge
5. Develop an inclusive and diverse work culture
6. Improve time to proficiency for new hires
7. Retain talented employees

8. Enhancing customer experience through best standards of practice
5 Agency Assessment:
The given Mentorship Program would be designed for a Hospitality industry on which the
agency is involved in. Assessment of the agency can help to understand the areas of skill and
knowledge development that is required from the Mentorship Program which can help to address the
goals and objectives outlined before. This would include assessment of the levels of commitment
from the top to middle management, the cultural readiness of the agency to adopt the program, the
stakeholders who would be committed to the success of the program, resources needed to support
the program and buy-in that needs to be secured for the program. These factors have been discussed
below:
5.1 Assessment of commitment level from top to middle management
Commitment towards the success of the mentorship program to improve the competencies
and productivity of the employees and thereby better organizational performance has been evaluated
using the “Affective, Normative and Continuance Commitment Measures”. The measure uses a 7
point likert scale from a range of “strongly agree” to “strongly disagree” which can indicate the
level of commitment of the participant to the success of the mentoring program. Based on these
values, the levels of commitment have been graded from 1 to 7, with 1 representing weakest
commitment and 7 representing strongest commitment.
The table below shows the commitment levels of people at various positions of the
management on a scale of 1 to 7.
Personnel Position
Commitment
Levels (from 1-7)
Aaron Atkinson CEO 7
Benedict Leroy Director 6
Chris Anderson Hotel Manager 7

Cindy Minsky Senior manager Human Resources 7
Carol Butterscotch Senior Manager Operations 6
Eric Smith Program manager 7
Rosemary Marley Front Office Manager 5
Susan Price Housekeeping manager 4
Peter Portnoy Accounts manager 6
Sally Salvador housekeeping manager 4
Luke Luther Security manager 5
Rick Shaw logistics manager 3
5.2 Cultural readiness of the agency
From the assessment of the agency regarding the commitment to the mentoring program and
focus on improving the productivity and performance of the employees and the organization to
enhance the customer experience, it could be understood that the organization is ready to adept the
new program of mentoring that can help to effective manage employee skills and thereby achieve
the intended outcomes of the project. The cultural readiness of the agency can also be attributed by
the openness in the organizational culture to adopt new strategies that can support better
organizational performance and productivity.
5.3 Key stakeholders who are committed to the success of the mentoring partnership:
The key stakeholders who are committed to the success of the mentoring partnership include
the following:
1. CEO (Aaron Atkinson)
2. Managing Director (Benedict Leroy)
3. Hotel Manager (Chris Anderson)
4. HR Manager (Cindy Minsky)
5. Mentors
6. Mentees

7. Operations Manager (Carol Butterscotch)
8. Customers
5.4 Resources needed and resources available for the mentoring program
The resources that is necessary for the mentoring program includes:
1. Guides and handouts for the mentors and mentees
2. Training resources (self paced learning resources)
3. Resources to manage the program
4. Tools for recruitment and marketing the program
5. Financial resources (program budget)
6. Human resources (mentor)
5.5 Securing Buy-in as necessary and appropriate
In order to secure buy-in for the mentoring program the following strategies can be used:
1. Ensuring the involvement of all internal stakeholders in the program
2. Ensuring early engagement in the program
3. Providing a clear rationale for using the program
4. Clearly outlining the potential risks of the program and how to address and overcome them
5. Providing clear communication about the advantage of the program
6. Presenting a clear cost-benefit analysis for the program
7. Ensuring that the program helps to achieve the intended objectives
6 Marketing:
In order to successfully market the mentorship program within the given sector, various
aspects that can support the success of the program needs to be identified that can exhibit the

strengths of the program and also improve the chances of the program succeeding to achieve its
objectives. These aspects includes the profile if the mentors and mentees, communication strategies
used in the program, strategies to facilitate application of the program and strategies to select
participants for the program. These aspects have been briefly discussed below:
6.1 Mentee profile
The profile of the mentees would include individuals working in the hospitality agency in
various departments such as human resources, talent management, operations, customer service,
logistics, housekeeping and maintenance. The mentees would primarily include those employees
who are newly hired in the organization as well as older employees who have taken on new job roles
recently.
6.2 Mentor Profile
The mentor would be selected based on their experience in their respective fields, which in
case for this program would be set to a minimum of 5 years. The mentors would also be selected
based on their ability to show leadership skills, problem solving skills, critical thinking skills, active
listening skills, communication skills and showing a high level of commitment.
6.3 Communicating the program
The mentoring program can be communicated within the organization using the following
approaches:
1. Organizational action plans
2. Open meetings with management and employees
3. Office circulars and memos
4. Individual emails

5. Handouts and fliers
6. Office whiteboards
7. Messages on the Employee Management System platforms
Moreover, the following strategies would be used in the communication to ensure it is well
understood by everyone:
1. Clearly outlining the mentoring program and its objectives
2. Indicating the employees who can benefit from the training
6.4 Facilitating application
In order to facilitate the success of the mentoring program, the following strategies can be used:
1. Ensuring that the learning objectives are set clearly for each mentor-mentee relation
2. Setting up clear timelines for the program and the important milestones that would be
achieved in the program along with the possible completion dates
3. Setting up a clear set of ground rules for the mentors and mentees to be followed throughout
the program
4. Providing training to the mentors and mentees to support the efficiency of the mentors and
mentees to engage in the relationship more effectively to ensure success of the program and
retention of knowledge by the mentee.
5. Ensuring all the necessary tools and resources necessary for the program is readily available
to the mentors and mentees
6.5 Participant selection
Selection of the participants (mentors and mentees both) would be done on the basis of their
seniority in the organization, professional experience and skills. The selection of mentors and