Training for Hospitality Week 11

Subject : V0206 – Administrasi & Operasional Kantor Depan Year : 2009

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Subject

• Determining employee hospitality qualities• Screening for hospitality qualities• Developing an orientation program• Developing a training program• Cross-training employees• Developing a trainer

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Objectives:

On completion of this lesson, the students will be able to:- explain the training programs required for the

new and current personnel which include orientation, cross training, empowerment

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Determining Employee Hospitality Qualities

1. Identify skills and character traits required to do a particular job.

2. Helps in choosing right candidate for the job

3. Helps in assigning tasks to employees by matching their abilities

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Determining Employee Hospitality Qualities \

1. Prepare Job Analysis (15 min. time descriptions of what an employee does on the job) to provide an insight into what the job is all about.

2. Prepare Job Description (a listing of job duties as provided from the job analysis) as necessary to do the job

3. Determine personal qualities, skills, and experience needed to perform duties

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Determining Employee Hospitality Qualities

• Positive Hospitality Character Traits– Maturity– Outgoing personality– Patience– Willingness to accept constructive

criticism– Comfortable in selling– Other _________

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Screening for Hospitality Qualities

• Basis for the Job Interview to Screen for Hospitality Qualities:

• Job description• Questions on an Outgoing Personality –

What did you like about your experience on your vacation?

• Questions on Patience – Tell me about the last time you volunteered with an organization.

• Questions on Ability to Accept Constructive Criticism – When your department didn’t meet their goal, how did your supervisor handle the situation?

• Questions on Interest in Selling – Have you ever helped out with a local charity in raising funds?

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Developing An Orientation Program

• Orientation Process – introduces new hires to the organization and work environment and is vital in providing employees with background information about the property.

• Economic Position of the Establishment in the Community

• Overview of the Hotel• Employee Handbook• Policy and Procedure Manual• Introduction to the Front Office Environment

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Developing An Orientation Program

• Economic Position of the Property in the Community– Ranking of employer in the area– Ranking of tax dollars generated by

employees– Significance of tourism market– Number of conventions– Number of visitors

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Developing An Orientation Program

• Overview of the Lodging Establishment– Guest Rooms (location, content, floor plan,

and printed summary)– Service Areas (restaurants, banquet facilities,

room services, lounges, pool, athletics rooms, and gift shops; hours of operation)

– Organization Chart (names, titles, and responsibilities)

– Tour of the Property (guest rooms, guest room areas, major departments, service areas and recreational facilities)

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Employee Handbook – provides general guidelines concerning

employee conduct

• Pay categories• Evaluation procedures• Vacation time• Sick leave • Holidays• Paydays• Use of Controlled

Substances

• Social Interaction with Guests

• Resolving Disputes with Guests and other Employees

• Insurance Benefits• Uniform Requirements

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Policy and Procedure Manual – outlines how the specific

duties of each job are to be performed

• Operation of the PMS and other equipment in the front office

• Reservations• Registrations• Posting• Checkouts

• Written and oral communications with guests and other employees of the hotel

• Preparation of the night audit

• Safety and security measures

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Introduction to Staff

• Role of each of employee• Personal introduction

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Equipment Overview

• Brief remarks in observation mode• Reservations• Registrations• Switchboard calls

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Interdepartmental Cooperation

• Explanation of importance of good working relationships among housekeeping, maintenance, marketing and sales, food and beverage, and front office departments is ESSENTIAL.

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Planning & Developing a Training Program

• Identify the tasks performed by front office staff

• Determine who will train the employees

• Administer the training program• Review the step in the training

process

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Steps in the Training Process

PREPARATION: “GET READY”

DELIVERY: “SHOW ME”

TRIAL & ERROR: “LET ME DO IT”

FOLLOW-UP: “CHECK MY PROGRESS”

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Delivery: “Show Me”

• Give example demonstration• Trainer must speak clearly • Presentation should be broken down into

logical, sequential steps• Select the methods of presentation:

– Skill demonstration– On-the-job training– Role-playing– Commercial videos– Distance learning

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Trial & Error: “Let Me Do It”

• Encourage trainee to perform the procedure to master the work and to meet the objective

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Follow-Up: “Check My Progress”

• Trainer may develop training tickler file a database that keep tracks of training sessions and alerts trainers to important upcoming dates for each new employee, listing the name of the training session, date of the session, comments, and date for follow-up

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Example of Training Tickler File

Training File Employee Name: __________

Session Orientation Program

Date 12/1

Comments Employee very enthusiastic; possible interest in reservationist position

Follow-up 12/5 show rooms again, 12/6 meet night auditor

Trainer JB

Session Guest check-in

Date 12/6

Comments Rated 80%, 1st attempt on 12/6Rated 85%, 4th attempt on 12/9

Follow-up

Trainer JB

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Administering a Training Program

• Flexible training session schedules• Content preparation and duplication of

training materials • Progress charts maintained and

displayed

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Cross-Training

• Cross-training – training employees for performing multiple tasks and jobs

• Must be built into a job description and pay rate (refer to labor union contract for possible non-contractual duties)

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Developing a Trainer

• Selecting a Trainer • Posses a Professional Attitude• Holds a Management Position• Well-versed in Job Skills• Familiar with Training Methods

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Training for Empowerment

• Empowerment – delegating authority and responsibility concerning specific tasks to frontline employee of the front office managers

• Example – specifying the dollar amount within which an employee can credit a guest’s folio without the intervention of the front office manager

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Group Activity #11Preparing a Training Session

• Prepare a mock training session on how to check a guest in to a hotel room

• Incorporate the 4 step training method into your training session

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THANK YOU AND HAVE A GOOD DAY