Supervision and Training

Training and Development

http://www.youtube.com/watch?v=JupQX1OabAA

Typical situation

• Employee leaves• New person brought on board• Short of staff, time pressure• How will new person know what to do?• Who does the training usually?• How good a job will they do in training?• Is the trainer skilled?

Training =

Teaching people how to do their job

Types of Training

• Job Instruction• Retraining• Orientation

Why the buddy system is not a good idea?

• No control over work methods, procedures, services, attitudes, performance standards

• New person will at best only be as good at these as the person training him/her is

• Let’s talk about examples

Cost versus Benefits for company

• Small mistakes can have big impact• Reduce turnover • Manager will have more time to lead• Reduce tensions• Consistency of product and service, return

guests• Lower costs

Benefits to employee

• Morale, confidence, comfort• Satisfaction, security• Less stress• Reduced accidents• Career advancement• Cross Training

TRAINING IS AN INVESTMENT

Barriers to training

• Need someone NOW• Time and money• Turnover: “just got him trained”• Diversity of backgrounds and motivation• Some jobs are not very interesting, others are

very complex and require more investment (examples:…..)

• Content: what and how do you want it done

Who is most logical person to do the training?

Keys to Successful Training

1. Active Involvement

2. Training is relevant and practical

3. Organized, small pieces

4. Informal setting

5. The trainer!

6. Feedback and Reward system

Use of video

http://www.youtube.com/watch?v=ljHH9Wo69-

8

The Training Plan

A few examples

Trapp Family Lodge

• TQM: develop service standards for all jobs:– Job analysis– Job standards– Training program to train job standards– Feedback program (customer service feedback:

Marketing Metrix – sample)– Involve everyone, build from bottom up based on

company mission and values

Trapp Family Lodge

1. Discuss with owner to define parameters and buy-in

2. Meet key managers to get buy-in3. Set goals with senior management4. Organize staff meetings: overall, by

department, by shift – discuss concept5. Develop job analysis teams: 3 to 4 people by

department or shift including managers and line staff

Trapp Family Lodge

6. Develop performance standards for each task in job analysis

7. Train the Trainer: select one or two staff members (or more) to become department trainers, adjust their job description and pay

8. Weekly training sessions9. Daily line-up; standard of the day10. Measure guest satisfaction scores, feedback

Jay Peak Resort – Tram Haus Lodge

• New hotel to be opened:• Different from re-training efforts at TFL: what are the

differences?– Orientation for all staff of entire resort– New culture, all staff new– Training of all new staff members– Job descriptions for each position developed by

managers

Training Sessionparameters

• Select standard you are training on• Set objective for training session (i.e. after 1

hour of training housekeeper will know how to make bed according to the job standard)

• List all tasks involved and standard associated

How do you train?

• Show and tell• Employee does task him/her self• Repeat if needed• Follow through• Group or individual training• Location: quiet• Training materials are professional and

organized

How much training does someone need?

• Let him or her do the task first to determine level of knowledge

• Train based on level of existing knowledge• Evaluate

Re-Training

• When would this be needed?– Changes in job, tasks (examples)– Performance drops– Going back to old habits

– Question: what leadership style would you use in re-training?

Keep in mind, possible obstacles

• Fear and anxiety• Varying levels of intelligence• Attitudes

• Involve all senses: seeing, hearing, feeling, experiencing -> examples?

Turnover

• Remember the cost of turnover

Training as career development tool

• http://www.hiltoncampus.com/lit-program.php

• http://www.starwoodhotels.com/sheraton/careers/recruiting/mgmt_training.html

Case Study

Next Week

• Performance Evaluation and Appraisals:– Theory– Practice real examples

Home Work

• Prepare Case Study 3.3 (page 309) for discussion in class

• Research and prepare a short (no more than one page) essay about performance review methods in the hospitality industry:– Describe method – Advantages/disadvantages– Why you like or dislike method