Harnessing Human Resources Training and Development for Effective Facilities Management

Sourcing Quality People 

A major factor distinguishing IST from our competitors is the outstanding customer and client service we deliver. We aim to source our people with experience from the hospitality sector where it is practically within their DNA to go the extra mile. This commitment is deeply rooted in IST's culture, as our employees consistently strive to provide personalized attention. Such dedication plays a crucial role in IST's achievements. Customers often comment on the thoughtful, personal touches offered by IST staff, which make a significant difference, even when not directly tied to business matters. This talent for forming personal connections is a quintessential characteristic of IST's methodology. 

PACE Program 

With a client-first mentality, we focus on Providing Awesome Client Experiences (PACE). The PACE Program is a pivotal program designed to assist entry-level employees, many of whom have backgrounds in hospitality, including hotels, bars, and restaurants, rather than office services. These positions with IST often represent their first experience in an office setting. 

The aim of the PACE program is to offer essential guidance on navigating this new environment, emphasizing the significance of punctuality, daily attendance, peer interaction within an office, and delivering client service. For example, employees learn how to be approachable and warm with clients while maintaining an appropriate level of professional distance. Managers are encouraged to have their new hourly employees complete the PACE program within their first two weeks, establishing a foundation of expectations so they can quickly adapt and excel in their roles. 

SMART Program 

The Site Management Awareness and Resource Training (SMART) program, was developed to focus on the training of soft skills, such as managing difficult conversations with employees, delivering sales proposals, and effectively introducing multiple individuals. Comprising 30 modules, the program covers areas like grammar, writing skills, employee discipline, team-building, and client relationship improvement. 

At the end of the SMART program, participants are required to take a true or false quiz consisting of ten questions. They must correctly answer at least eight of these questions to proceed to the next module. Additionally, the program includes three writing assignments, which are reviewed by HR management. Feedback is provided with recommendations for enhancing writing style. Typically, it takes managers between four to six months to finish the SMART program, ensuring they receive comprehensive training in vital soft skills essential for success in the modern business environment. 

Fostering Existing Relationships 

One of the key aspects that Jay highlighted was the importance of identifying and nurturing talent from within. While technical knowledge is essential, having employees with strong soft skills such as communication, problem-solving, and adaptability are crucial for success in a fast-paced and customer-oriented industry. By investing in training and development programs that focus on these skills, we can cultivate our own pool of talented individuals who are familiar with our company's culture. 

IST implements our Executive Presence program to identify employees with those soft skills and who have the drive and desire to move on to management positions. In this program, we want to identify those individuals as quickly as possible to give them the proper training and mentorship to progress. This progression is evident throughout our organization as many of our cross-trained service specialists become site managers. On a larger scale, we have invested in our employees’ growth so much so that even some of our executives began as site service specialists. We are beyond passionate about developing our people both personally and professionally, all for the benefit of our clients. 

Technological Advancements in HR

In terms of modernizing training and development, these programs will become increasingly critical in the coming years due to the rapidly accelerating pace of technological advancements we are witnessing, both in professional settings and in everyday life. Within the next five to ten years, AI-generated and AI-led training is expected to become more prevalent. It will be necessary to have individuals involved in guiding and programming AI to ensure it remains relatable on a human level, prevents unintentional bias in presentations, and effectively mimics human interaction and warmth. This task will require human input, likely falling on HR departments in collaboration with a company's tech division, to provide employees with a cohesive and valuable experience. The ultimate goal is to understand how to integrate AI as a supportive tool, maximizing its potential to help individuals succeed in our rapidly changing workplaces and world. 

The evolving dynamics of training and development within IST underscore the organization's commitment to fostering employee growth and adaptability in a changing technological landscape. Programs like PACE and SMART highlight the importance of equipping employees with both technical skills and soft skills, creating a well-rounded foundation for success. As IST continues to integrate AI into our training curriculum, the balance between technological efficiency and the human touch remains crucial. With a forward-thinking approach, IST is leading in developing innovative training solutions that not only meet current needs but also anticipate future demands. In a world of constant change, IST's dedication to continuous learning ensures that its workforce remains agile and prepared for the future.