Training and Developing

Employees to Serve
Employee Training
Developing a Training Program
Training Methods
Employee Development
Unit Outcome:
Explain the importance of
training and development to
hospitality organizations
Employee Training
• Training
• A systematic process through which the
human resources in the hospitality
industry gain knowledge and develop
skills by instruction and by practical
activities that result in improved
performance.
Why Train?
• To sustain performance at or improve performance to
acceptable levels
• Training ensures that employees have the ability, skills,
and knowledge to deliver the high-quality service that
their customers expect
• Training also teaches employees how to solve inevitable
problems creatively and how to interact positively with
guests
• A major training task is to enable employees to do the
required job task consistently for each guest in real time
with a sense of sincere caring
Developing a Training Program
• Training should always be preceded by a needs assessment to determine if
perceived organizational problems or weaknesses should be addressed by
training: what do we need to improve?
• Needs assessment takes place at three levels: organizational, task and
individual.
• Organizational analysis- seeks to identify which skills and competencies
the organization needs and whether or not it has them already
• Task analysis- what tasks need to be performed? Are they being done well
or is training needed?
• Most training in the hospitality industry is at the task level, either to prepare
new or newly promoted employees or to retrain existing employees
• Individual analysis- reviews the performance of people doing tasks to
determine if they are performing up to job standards. Example: low
customer satisfaction scores may reveal that employees need to be better
trained in customer interaction skills.
Developing a Training Program
• The needs assessment also leads to identifying the objectives
of training and learning goals
• Example: Guest comment cards show general dissatisfaction
with the effectiveness of a hotel’s front desk agents in
checking guests in and out, the training objective would be to
improve their mastery of the check-in and check-out
procedures
• With the objectives known, specific learning goals
should be specified. It should be clear to both the
trainer and trainee what is supposed to be learned
during the training process
• Once the training goals are clear, it is much more
straightforward to design a training program to
accomplish those specific needs.
Examples of the Types of Training
Programs
• Mandatory Training
• Competency-Oriented
 Orientation Training
 Safety Training  Communications Training
• Skills-Oriented Training  Customer Service Training
 Basic Skills Training  Ethics/Values Training
 Computer Training  Remedial/Basic Education
 Crisis Training  Team Training
 Cross-Functional  Wellness/Health Training
Training • Managerial Training
 Language Training
 Change-Management Training
 Retraining
 Cross-Cultural Training
 Specialized Skills
Training  Leadership Training
 Performance Feedback
 Management Training
Developing a Training Program
• External Training
 training consultants or independent training organizations with
an expertise and reputation in training within some specialized
area of particular industry to large multinationals that offer
training programs or just about any skills, area or topic
imaginable
 universities and colleges are also important sources of training
• Internal Training
 in-house training departments found in large hospitality
organizations
 individual managers, high-performing employees, and
supervisors to provide training for both new and existing
employees
Training Methods
MENTORING A formal relationship between junior and
senior colleagues. The mentor gives advice
regarding functioning in the organization
and career development.

COACHING One person who has necessary knowledge

instructs other individuals on a one-to-one
or small group basis.

APPRENTICESHIP Trainees spend a set period of time learning

a craft or trade under the guidance of an
experienced master.
ON-THE-JOB TRAINING The employees learn the job by doing. The
individual is placed in the work situation
and a supervisor or coworker instructs the
employee on how the job is done directly at
the work station.
Training Methods
CROSS-FUNCTIONAL TRAINING The trainee moves through a series of
job assignments over specific time
frames.
CLASSROOM TRAINING Content is delivered to trainees using a
lecture-based format.
SIMULATION The employee practices the job in a
simulated work environment.
AUDIOVISUAL TRAINING Training using video, such as through
DVD’s or online content.
COMPUTER-ASSISSTED A computer program guides the trainee
INSTRUCTION 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 Methods
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.
Employee Development
• Hospitality organizations must provide many opportunities
for employees to grow and develop, and they give
employees the opportunity to work their way up through
their individual efforts
• Organizations should make it possible for employees with
ambition, ability, and a willingness to expend the effort to
rise as high as they want to
• Career paths should be made available and visible
• Employee development involves a combination of work
experience, education, and training.
Employee Development
• Training typically focuses on teaching people how to do the
new jobs for which they have been hired or to overcome
deficiencies they may have in performing their current jobs.
• Employee development, on the other hand, is typically focused
on getting people ready for their future.
• Development looks forward to identify the skills,
competencies, and areas of knowledge that the employee will
need in order to be successful tomorrow
• Employee development programs tend to emphasize more
general managerial, problem solving, and leadership skills.
Employee Development
Career Paths and the Right
Experience
 Preparing for organizational needs
 Giving employees the chance to
advance
 Education