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    Training

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    Rosaree Chezka De J
    The document discusses training and developing employees in the hospitality industry. It covers principles of training, different training needs assessments, common training methods like on-the-job training and classroom training, and measuring training effectiveness.

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    © All Rights Reserved
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    Training

    Uploaded by

    Rosaree Chezka De J
    25 views26 pages
    The document discusses training and developing employees in the hospitality industry. It covers principles of training, different training needs assessments, common training methods like on-the-job training and classroom training, and measuring training effectiveness.

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    The document discusses training and developing employees in the hospitality industry. It covers principles of training, different training needs assessments, common training methods like on-the-job training and classroom training, and measuring training effectiveness.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    25 views26 pages

    Training

    Uploaded by

    Rosaree Chezka De J
    The document discusses training and developing employees in the hospitality industry. It covers principles of training, different training needs assessments, common training methods like on-the-job training and classroom training, and measuring training effectiveness.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 26

    Chapter 6

    Training and
    Developing Employees
    to Serve
    Training
    •A process whereby people acquire capabilities to
    aid in the achievement of organizational goals.
    •Through trainings, hospitality service providers learn about…
    •The company’s value, practice, strategies, products, and policies
    •Their customers’ expectations
    •The skills necessary to deliver the service expected
    Len Berry's Five Training principles

    1. Focus on Critical Skills and Knowledge.


    2. Start Strong and teach the big picture.
    3.Formalize learning as a process.
    4. Use multiple learning approaches.
    5. Seek continuous improvement.
    1.Focus on critical skills and knowledge

    A hospitality organization can identify the skills


    through systematic analysis of the service,
    delivery systems, and the staff. They can also
    determine by asking their guests and employees.
    2. Start Strong and teach the big picture

    Teaching the big picture means teaching


    employees the organization’s overall values,
    purposes, and culture, and how they do help the
    organization succeed.
    3. Formalize learning as a process.

    Formalizing learning refers to the process of


    building learning into the job, making
    learning mandatory for everyone, and
    institutionalizing that expectation.
    4. Use multiple learning approaches

    Different employees will learn differently, using a


    variety of learning approaches is also important.
    Berry recommends leaving no opportunity
    unexplored.
    5. Seek continuous improvement

    Commitment to continuous improvement is essential.


    The best service organizations and their employees
    want continuing employee improvement trough on-
    the-job training and supervision, special training
    sessions, video demonstrations, online courses, and the
    full range of training methods available to modern
    organizations.
    WHAT DO WE NEED TO IMPROVE?
    Three Levels of Training Needs Assessment
    Three Levels of Training Needs Assessment

     Organizational level analysis


    -This seeks to identify which skills and competencies the organization
    needs and whether it has them already.
     Task level analysis
    -This relates to the needs of specific jobs within the organization and
    uses information about jobs to develop standards of performance and
    to identify the necessary skills, knowledge and attitudes to achieve the
    required performance.
     Individual level analysis
    - The organization reviews the performance of people doing tasks to
    determine if they are performing up to the job standards
    Guest Services employee training needs may also be discovered
    using …

    •Guest Feedback
    Service
    •Comment Cards Problem Area
    •Guest Complaints Identify
    Training Methods
    On-the-Job
    Training •OJT comprises having an experienced employee
    help a new employee do the job

    The only cost-effective training method

    One-on-one supervised experiences are a typical on-


    the-job training method.

    •Hospitality organizations use this technique


    extensively because many task are best learned by
    doing, while supervisors or coworkers with more
    experience are standing by to assist
    -ERRORS: due to lack of
    experience

    -Impact of Poor Service


    On-the-job Training delivered by untrained new
    Drawbacks: employees: can be
    compounded if
    management does not
    take its commitment to on-
    the-job training seriously.
    Mentoring

    -is a relationship in which an experienced


    manager is paired up with an individual
    that is new to the company.

    -Mentoring can help employees acclimate to a new


    organization quicker, reduce stress by providing an
    efficient way for employees to get help, and allow
    employees to better develop their own careers
    within the company.
    Coaching

    -involves a relationship between an individual (a


    teacher, supervisor, or a trainer) and either an
    individual or a team of employee.

    -Coaches need to be able to explain appropriate


    behaviors, articulate why certain actions need to be
    taken, provide suggestions to improve performance,
    and reinforce desired behaviors.
    Mentoring focuses Coaching focuses on
    on providing career building skills or
    advice. competencies.
    Apprenticeships
    -An apprenticeship is a training
    program that combines on-the-job
    training with related instruction so
    that worker learns how to perform a
    highly skilled craft or trade.

    -In the exchange for the instruction,


    the apprentice works for the trainer
    or the training organization for an
    agreed period.
    Cross-Functional
    Training

    -enlarges the workforce’s capabilities to do different jobs.

    -since all hospitality organizations have similar variability in their demand patterns,
    cross-functional training is often necessary to handle the sudden surge in guests at
    different points in the service delivery system
    Classroom Training

    Classroom Training can follow a variety of formats.


    The most usual is the lecture presentation.

    - A knowledgeable experts speaks to


    employees so that they will learn the necessary skills
    or knowledge in the available lecture time.
    Simulation

    The employees
    practices the job in a
    simulated work
    environment

    -since all hospitality organizations have similar


    variability in their demand patterns, cross-
    functional training is often necessary to
    handle the sudden surge in guests at
    different points in the service delivery system
    Audiovisual Training -Training using video, such as DVDs or online
    Content.

    Computer-assisted instructions- A computer program guides the


    trainee through a preprogrammed training course. The training is
    conducted on a computer, often at the schedule of the trainee,
    and at the trainee’s desired pace.

    Training at home- self-paced and self-directed learning where


    individuals learn the material in his or her own time, and away from
    the job site.
    Further Approaches to Training

     Retraining –is often made available to employees who have burned out, have become
    unable to perform their current jobs because of technological developments, or whose
    jobs have been eliminated.

     Cross-Functional Training- Training employees to perform wider variety of task in order


    to gain:
    - Flexibility in work schedules
    -Improved coordination
     Training in special competencies
     Diversity Training- In todays diverse environment, companies need to train employees in
    how to get along with and understand each other and their guest.
    Measuring Training Effectiveness

    • Participant Feedback - The easiest, cheapest, and most used


    measure of assessing training effectiveness is to simply ask the
    participants what they think about it.
    • Content Mastery- Test participants for content mastery.
    • Behavioral Change- A more advanced level of training evaluation
    is to access the behavioral change in the participant.
    • Organizational Performance- the ultimate and most sophisticated
    level of evaluating training effectiveness is to watch what happens
    to the measures of overall organizational performance.
    •Knowing Training Objectives
    •Getting Good Value from Training
    •Understanding when great training can be
    detrimental

    Challenges and Pitfalls of Training


    Employee Development

    • Involves a combination of work


    experience, education, and
    training. • Is typically focused on getting
    people ready for their future.

    • Development looks forward to identify the


    skills, competencies, and areas of
    knowledge that the employees will need in
    order to be successful tomorrow.

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