NEW TEAM MEMBER TRAINING GUIDE
Engagement Team
Welcome to The Executive Centre
This New Team Member Training Guide purports to showcase your training schedule, training
details and trainers involved. It is only a guideline and local leaders are strongly encouraged to
tailor it according to their local requirements.
It is important to note that this training guide is only an INTRODUCTION to our TEC products and
services and therefore, in-depth follow up trainings and on-the-job trainings are essential for our
teams to learn, practice and master these skills and knowledge.
The training schedule may change subject to the availability of your trainers, and it is your
responsibility to contact your trainers to follow up on any missing session.
This pack also provides a framework for your role, including a summary of tasks and our expectations
of your role while you’re with TEC. A range of TEC training platforms will be used throughout the
onboarding process, including Atiom (TEC’s Learning App), ServiceNow (TEC’s Online Resources
Hub) and other functional systems that you will use daily as part of your new role. Naturally, parts
of the training will also be conducted face-to-face.
Listen, take notes, ask questions, and learn!!!
Special Notes
Training is an ongoing process.
This New Team Member Training Guide is just the beginning, we recommend the training to be
completed within 2 to 4 weeks depending on the trainee’s experience and background and the
situation of the individual centre. Please note that it is very important to attend all local and HQ
trainings e.g. Online Training Sessions.
12 November 2024 1
Introduction to TEC – Our Brand Principle
The Executive Centre operates under a “Member First” philosophy and strives to create a
community of like-minded professionals, providing businesses with an opportunity to “work
smarter, not harder” and achieve office space flexibility, cost-effectiveness, and productivity. As a
premium flexible service provider, TEC takes care of their member’s businesses as if they were
treating their member's success as their own.
Since its establishment in 1994, TEC has operated with a mantra of “Excellent Location, Excellent
Service, Excellent Value” and recognises that the success of the business depends to a large
extent on the motivation of the people the company employs.
Our Vision
To serve the way businesses succeed, connect, and thrive.
Our Mission
The Executive Centre facilitates the growth of ambitious businesses through high-end service,
seamlessly operated workspaces, unparalleled insights from a global member network and
experiences that elevate the corporate culture.
Our Core Values
A) Members First
- Our Members are our core
- We are here to empower their businesses
- Our spaces, services, and insights are tailor-made to suit our Members individual
needs
B) Turning Ambitions into Achievements
- Going above and beyond is not far enough
- We want our Members to succeed. This means we have to exceed expectations
and pre-empt their needs
- From simple requests to more complicated tasks – we will find a solution
C) The Best of the Best
- No detail is too big or too small – only the best will do
- First-class connectivity, purposefully designed spaces, high-end furniture and
finishes and unrivalled service are what our Members deserve
D) Connected Culture
- Facilitating global connections between Members to learn, share and uncover new
opportunities
Elevating corporate culture into an inspiring work experience
12 November 2024 2
Roles and Expectations at TEC -Engagement Associate
The role of an Engagement Associate in TEC is one of the most significant roles within the
business. You are working at the frontline of our business every day, engaging with our Members,
running our Centres and coordinating all activities that occur within our spaces. This takes real
multi-taskers and a focus on ensuring quality at every turn.
These pages are designed to lay out some of the basic role information we want to share with
you, so you are fully aware of what’s ahead and what we hope you will become:
12 November 2024 3
Roles and Expectations at TEC – Engagement Associate
Have you mastered all of this yet? If you have, we hope you will look something like this:
12 November 2024 4
Operations Onboarding Roadmap Overview
So, what do the next few weeks look like? Below you’ll see a Day-by-Day onboarding roadmap for
your reference, highlighting each training day’s focus. Each week will dive in on different tasks
related to your role and you are required to complete all the listed activities. For the detailed
training schedule see the following page and the links provided.
The detailed onboarding schedule, with all of the materials listed can be accessed via this link or
by scanning the QR code below.
If you scan on the QR code, please download, and save the excel document so it is easy for you
to reference and take notes.
12 November 2024 5
DAY 1 [12-Nov-24] – Welcome, Tour, Corporate Orientation, Community, System and Setup
Time Details Trainer
0900 - 1200 Introduction to Team and Welcome Kit (may vary among cities) [Silky]
• New Hire Checklist
• Team Member Personal Data
• Photocopier, voicemail code, email, computer login etc
• Centre access – Salto
• Leave application, entitlement and procedure-ZingHr
• Local rules and regulations e.g. Typhoon in HK, flooding in India etc
• Your role – Job Description, KPI, daily/weekly/monthly tasks
Centre Tour [Silky]
• Meet team members in other departments e.g. BD Team, Accounts, IT
• Where to find stationery, teabags, tool box, first aid, spare keys etc in
the centre
• Local centre’s inventory list (furniture, equipment)
• Emergency evacuation procedure
About TEC – Part 1 [ Silky ]
• Knowledge Base > Corporate Orientation HERE
• Vision, mission and corporate value
• Introduction to TEC products and services
• Organization chart
LUNCH
1300 – 1400
TEC Community
• What is community?
• Log onto TEC Community Online Forum (aka) Discourse for 15 min a
day
• Community events [ Silky]
• Member benefits
• Community introduction script
12 November 2024 6
1400 – 1800 [ Silky ]
• TEC Systems Introduction
• This is an intro session, conduct in-depth training in the coming days
• Knowledge Base (Portal)- [Link]
• TECtac
• MyTEC
• Mobile App
• Online Booking System
• TEC Community Online Forum (aka) Discourse
• NetSuite
• Microsoft TeamChat
• TEC Address Book i.e. Global Contact List
• TEC Website
[ Silky ]
About TEC – Part 2
• Knowledge Base > Dress code Article TEC-TV
• Knowledge Base > TEC-TV: General Etiquette and Corporate Image PPT
• TEC Global Marketing Asset > Brand Guidelines
• TEC Global Marketing Asset > Location Lists
Account Setup
• Email setup (font, signature etc)
• Knowledge Base setup
• Mobile App setup
• Discourse setup
• Teams setup
Q&A
12 November 2024 7
DAY 2 [13-Nov-24] – Centre Maintenance, Products and Services, Phone and Mail Handling
Time • Details Trainer
0900 – 1800 Centre Maintenance – Part 1 [ Silky]
• Floor Walk to ensure our facilities are up to TEC standard.
• What to note e.g. paper in printer, chairs should have unified
height etc
• Knowledge Base > TEC-TV: Centre Maintenance (Floor Walk)
Note: Today is just an introductory training for various TEC Products and
Services; in-depth trainings and on-the-job trainings are required in future
dates.
[ Silky ]
Private Workspace
• Knowledge Base > Product and Services Training Module 1 – Exclusive
Workspace PPT
• Search TEC Global Marketing Asset Drive > Images for office
setup example
• Example of license agreement
• Virtual Office
• Knowledge Base > Product and Services Training Module 2 – Virtual
Office PPT
• Example of license agreement
• Coworking Space
• Knowledge Base > Product and Services Training Module 6 - Coworking
PPT
• Example of license agreement
[Silky]
LUNCH
Conference – Part 1
• Knowledge Base > Product and Services Training Module 4 - Facilities & Service
PPT
• Knowledge Base > Meeting/VC/Event Preparation & Execution (Operations)
DOC
• Knowledge Base > Conference/Meeting Room/VC Definition, Charges and
Booking Policy Doc
12 November 2024 8
• Knowledge Base > TEC-TV: Meeting Room Booking Handling TEC-TV
[ Silky]
frSIP/Deltapath – Part 1
• Familiarisation of switchboard and greeting guests
• Phone & console operating, transferring calls
• Message taking - when to charge and how to charge e.g. written
message, message via email or SMS
• Phone system (PABX) and phone set features
• Knowledge Base > Telephone and Reception Services
• Knowledge Base > Sales Enquiry Handling & Script (Engagement Team
only) Article [ Silky ]
Mail, Fax, Email, Courier Handling
• Incoming and outgoing mail, collection and deliveries
• Knowledge Base > Fax Article, Email Article, Letter Handling , Courier
Handling
Q&A
12 November 2024 9
DAY 3 [14-Nov-24] – Customer Service, Price Guide, SIR, NetSuite (SIR Entry)
Time Details Trainer
0900 – 1800 • Customer Services – Part 1 PPT [Solomon]
• Knowledge Base > Customer Service Module 1 - Understanding
Customer & Services PPT & TEC-TV
• Knowledge Base > Customer Service Module 2 - Effective
Communication with our Members PPT & TEC-TV
• Knowledge Base > TEC-TV: Top 10 Rules of Great Customer Service
PPT & TEC-TV
• Knowledge Base > TEC-TV: Effective Complaint Handling PPT & TEC-TV
[Solomon]
Sales Kit and Price Guides
• TEC Global Marketing Asset Drive > Sales Kits (select the
corresponding city, then “Price Guide”).
• External members - 20% higher than In-house
Service Revenue [Solomon]
• Knowledge Base > What is SIR? PPT
LUNCH
NetSuite (SIR Entry)
• Knowledge Base > NetSuite AR Module User Guide for Operation Team
• Daily, weekly and monthly entries [Solomon]
• Responsibilities of Accounts – recurring charge e.g. new and renewal,
rent and connectivity only
• Responsibilities of Operations – all other charges
Concept of Charging
• Secretarial services – don’t charge minor things e.g. photocopying 1 [Solomon]
page, member asking for direction, time etc.
• How to charge, when to charge
• Normal rate vs. afterhours, complimentary services vs. chargeable
Note: Practice entries, phone/mail handling etc during down time.
Team Shadow, Q&A
12 November 2024 10
DAY 4 [15-Nov-24] – Conference, Customer Service
Time Details Trainer
0900 – 1800 Centre Opening Procedures
• What to do? Who is responsible? [Silky ]
• Knowledge Base > Centre Opening Procedure DOC
Conference – Part 2
• In-depth training of Online Booking System and Mobile App
• Knowledge Base > Mobile App [Silky ]
• Knowledge Base > Online Booking System
• Taking meeting room bookings (cancellations policy, confirmation email,
etc)
• External meeting enquiry and handling procedure
• VC enquiry from online brokers, how to handle and update online calendar
• Learn to use the equipment – VC, projector, how to turn on TV, plugs
LUNCH
Customer Service – Part 2
• 10 Feet Rule - every team member is expected to acknowledge members [Silky ]
(who come within 10 feet) with a smile and a verbal greeting.
• Stand up when speaking to members at reception
• Knowledge Base > Communication – Non-Verbal PPT TEC-TV
• Knowledge Base > Communication - Verbal PPT TEC-TV
• Knowledge Base > Communication – Email Etiquette PPT TEC-TV
Centre Closing Procedures
• What to do? Who is responsible?
• Knowledge Base > Centre Closing Procedure PPT [Silky ]
Note: Practice entries, phone/mail handling etc during down time.
Team Shadow, Q&A
12 November 2024 11
DAY 5 [18-Nov-24] – City Tour, Meeting Departments (ACC, IT), Knowledge Base
Time Details Trainer
0900 – 1800 • City Tour
• Visit other locations in the same city
• Meet departments or teams outside of your centre
Invoicing and Billing Cycle [Solomon]
• Knowledge Base > Invoice and Billing Cycle PPT
• Knowledge Base > Accounts Receivables PPT
• Cut off procedure and related files
• NetSuite entry confirmed by supervisor e.g. IDD, meeting room
usage, printing etc
• How to read an invoice
LUNCH
Basic IT Training
[Solomon]
• Knowledge Base > IT Troubleshooting DOC
• Knowledge Base > Product and Services Training Module 5 - Basic IT
Training PPT
Knowledge Base (TEC Portal)
[Solomon]
• Knowledge Base > TEC-TV - Portal Manual Benefits
• Login first thing every morning for the latest TEC news
• Website and login, comments (need approval), rating, ticket
system
• For Marketing, email to marketingrequests@[Link]
Note: Practice entries, phone/mail handling etc during down time.
Team Shadow, Q&A, Centre Closing
12 November 2024 12
DAY 6 [19-Nov-24] – TECtac, Members, Deltapath, Centre Maintenance
Time Details Trainer
0900 – 1800 Centre Opening Procedures
TECtac
Knowledge Base > TECtac DOC ;TEC-TV ;TEC-TV [Silky]
• Member list
• Supplier List – where to purchase stationery? Fruit? Teabags?
Know Your Members
• Trainer to go through member list
• Who are the top users of meeting rooms? Secretarial services? [Silky]
• Who are the top 5 members? What industries are they in?
LUNCH
frSIP/Deltapath – Part 2
• frSIP User Guide, Deltapath email template, phone message retrieval etc
[Silky]
• Knowledge Base > frSIP/Deltapath: Phone System Management DOC TEC-
TV
• Centre Maintenance – Part 2
• Knowledge Base > Centre Cleaning and Maintenance SOP SOP PPT TEC-TV
• Knowledge Base > Inventory Management (depending on your city) Article
• Knowledge Base > Warranty & Maintenance DOC
Note: Practice entries, phone/mail handling etc during down time.
[Silky]
Team Shadow, Q&A, Centre Closing
12 November 2024 13
DAY 7 [20-Nov-24] – Private Workspace Check-in, About TEC, Customer Service
Time Details Trainer
0900 – 1800 Centre Opening Procedures
Private Workspace – Part 2
• Knowledge Base > Member Check-in Procedure – SOP, script, checklist [Silky]
Various TEC-TV TEC-TV
• Knowledge Base > Member Welcome Directory
• Smart key system (Knowledge Base > Salto System) Access Key
LUNCH
About TEC – Part 3 [Silky]
• Knowledge Base > TEC-TV: Why The Executive Centre
• Knowledge Base > Comparison - TEC vs. Conventional Space
• Knowledge Base > Comparison - TEC vs. Competitors
Customer Service – Part 3
• Go over more customer service PPT including Exceptional Service [Silky]
Standard, Service Quality Pledge
• Knowledge Base > Complaint Handling
Note: Practice entries, phone/mail handling etc during down time.
Team Shadow, Q&A, Centre Closing
12 November 2024 14
DAY 8 [21-Nov-24] – Remote Workspace Check-in, About TEC, Cost Savings, TEC Services
Time Details Trainer
0900 – 1800 Centre Opening Procedures
Virtual Office – Part 2
• Virtual Office Member Check-in [Solomon]
• Virtual Office Member Services Calls
• Go over Virtual Office plans again
• Virtual Office Terms and Conditions (in-depth)
• Virtual Office Lounge operation
LUNCH
[Solomon]
About TEC – Part 4
• Knowledge Base > TEC and General Abbreviations
• Knowledge Base > Team Culture
• Knowledge Base > Back to Basics
Other revenue/cost related trainings:
• Knowledge Base > Cost Savings
• Knowledge Base > Why Use TEC Secretarial Services
• Knowledge Base > TEC-TV: Why use TEC Secretarial Services
Note: Practice entries, phone/mail handling etc during down time.
Team Shadow, Q&A, Centre Closing
12 November 2024 15
DAY 9 [22-Nov-24] – Bonus, Commission, Traveling and Regional Members
Time • Details Trainer
0900- 1800 Centre Opening Procedures
Team Bonus
£ Knowledge Base > Operations KPI [Solomon]
£ How to calculate?
£ Why is it important?
£ When and how will you be paid
LUNCH
Travelling Members
£ Who are they? What benefits do they enjoy?
£ How to book their office usage and who to inform? What forms to fill in
£ Invoicing of cross centre usage – who is supposed to charge?
£ Upselling chances
Team Shadow, Q&A, Centre Closing
12 November 2024 16
DAY 10 [25-Nov-24] – In House Rules, Terms and Conditions, Member Introduction
Time Details Trainer
0900 - 1800 Centre Opening Procedures
Private Workspace – Part 3
• Knowledge Base > In House Rules [Silky]
• Operating and understanding the general features of centre’s office
and breakout area equipment – photocopier, fax, coffee machine
LUNCH
Member Introduction
• Centre-in-charge to introduce new team members to Members [ Silky]
• City Tour
• Visit other locations in the same city (if it hasn’t been completed on Day
5)
Note: Practice entries, phone/mail handling etc during down time.
Team Shadow, Q&A, Centre Closing
12 November 2024 17