WEEK 13

CHAPTER 12: TRAINING FOR HOSPITALITY

The ability to recognise positive traits-skills of present

employees as well as skills a potential employee
should have-helps not only in choosing the right
candidate for a particular position but also in
assigning tasks to employees that match their
abilities. If you do not know the skills of your current
staff and the skills future staff will need, you cannot
assemble a staff that will meet your needs or make
effective use of their skills.
DETERMINING EMPLOYEE HOSPITALITY QUALITIES

1. Job analysis

2. Job descriptions

3. Positive hospitality character traits

4. Practising promotional skills

SCREENING FOR HOSPITALITY QUALITIES

1. An outgoing personality

2. Patience

3. Ability to accept constructive criticism

4. Interest in selling
DEVELOPING AN ORIENTATION PROGRAM

The orientation process introduces new hires to the

organisation and work environment and is vital in
providing employees with background information
about the property

This program helps new hires become aware of the

activities, procedures, people, and layout of the
hotel
DEVELOPING AN ORIENTATION PROGRAM /CONT...

1. Economic position of the property in the community

2. Overview of the lodging establishment

3. Employee handbook
POLICY AND PROCEDURE MANUAL

1. Introduction to the front office staff

2. Equipment overview

3. Interdepartmental cooperation
ADMINISTERING THE ORIENTATION PROGRAM

1. Selection of orientation leader

DEVELOPING A TRAINING PROGRAM

1. Identification of tasks and job management skills

2. Preparing step-by-step procedures

3. Management concepts
STEPS IN THE TRAINING PROCESS

1. Preparation: Get ready

- Behavioural objectives: What do you want them to do?
- Train the trainer: The trainer must be ready
- Training is a communication process: You have to help them
think through it
2. Delivery: Show me
- Adopt the point of view of the trainee: He or she will learn
better
- Trainers communication techniques: Aster a clear speaking
presentation style, explain jargon, and present in logical steps
- Relax as a presenter: Its OK to make mistakes
- Methods of presentation
- Skill Demonstration
- On-the-job training
STEPS IN THE TRAINING PROCESS/ Cont...

- Role-playing
- Commercial videos
- Distance learning
- Trial and Error: Let me do it
- Follow-up: check my progress
ADMINISTERING A TRAINING PROGRAM

CROSS-TRAINING

DEVELOPING A TRAINER
Job knowledge
- Ability to teach
- Professional attitude

TRAINING FOR EMPOWERMENT

DISABILITIES ACT