Based on the case above using A front-line staff service delivery training programme:

Identify and explain all the issues identified in the case that are considered Non-training issues for a TNA proposal. Make at least three suggestions to the organization regarding the non-training issues that were identified and how they can be solved.

Provision of Training Services - TNA/ TRAINING DESIGN \& TRAINING DELIVERY Overview Vintage Hearts Senior Living Community is seeking the service from qualified vendors to supply Training Services to prepare existing and newly recruited staff to enhance and sustain its customer centric culture. The training is to be delivered in April 2023. Vintage Hearts Senior Living Community is therefore pleased to invite your team of consultants to submit proposals for the captioned assignments. Background We are an exclusive and prestigious senior living community that aims to satisfy the needs of our residents and the expectations of their families. Vintage Hearts is owned and operated by four retired lifelong friends: Angelica Johnson, Paula Franks, Kaye Davis, and Wayne Ashman. Among them they have over thirty-five years of experience in the healthcare, customer service, and hotel industries. Situated in Red Hills St. Andrew, Vintage Hearts Senior Living Community is situated on 7.5 acres of beautifully landscaped hillsides overlooking the Bruce Goldson Highway. The property houses 50 one-bedroom self-contained log cabins, a fully equipped gym, 5 pools, a tennis court, walking trails, tropical gardens, and a clubhouse. The units are fully air-conditioned, and each unit is supplied with energy from solar panels. Vintage Hearts Senior Living Community offers daily engagement programmes to keep guests active; these include knitting, culinary arts, swimming, sports, sewing and other skills-based activities. The community also has medical facilities to facilitate routine checkups, dental care, and minor medical emergencies. Two (2) nurses are on full-time staff and a doctor visits three days per week. The dental office is open two days per week. The administrative building is an attractive 3,000 sq. ft. log structure with fully air-conditioned offices, restrooms, staff lounge, lunchroom, and a conference room that seats up to 30 persons. The conference room is equipped with modern multi-media equipment, whiteboards, and Internet facilities. Seventy percent (70\%) of the residents at Vintage Hearts Senior Living Community are returning residents (Jamaicans who lived overseas), and at least 80% of the full complement are fully independent, vibrant seniors who need little or no support. Most domestic chores (except cooking) are done by a team of ancillary staff. Most guests fix their own meals; however, there is a family diner where guests may order takeout or reserve dine-in meals. The business strategy is to maintain long term residency by exceeding residents' expectations and wowing family members with a level of service that alleviates any misgivings they may have about having their relatives in a senior living facility. The We aim is to create and consistently sustain a level of service that is the hallmark of Vintage Hearts' reputation. Management is interested in using training to develop specific customer service skills that enable employees to succeed in their jobs and enable them to consistently deliver customer centric, friendly, welcoming, helpful service that anticipates needs and responds promptly to service requests, feedback, and recommendations. The owners of Vintage Hearts are hopeful that this training initiative will teach up-to-date skills and enable the development of the work force, leading to a realization of the business strategy. Training Areas Requested: a) A front-line staff service delivery training programme