|August 2000 - Unlike many questions, this one has a simple
answer. In my opinion, your managers and supervisors should conduct
training. My experience with many clients over several years shows
that the most effective long-term results come from in-house training.
An effective in-house training program will include continuous reinforcement,
on the spot corrections, follow-up training, and accountability.
Only your managers and supervisors can provide this on a continuing basis.
One of the most important components of training is accountability. If your managers and supervisors are to be held accountable for training results, they must play a key role in the training process. Their understandable and predictable response to being excluded will range from apathy to resentment. While you may achieve excellent short-term results without the support of your management team, permanent success is unlikely.
Bringing in an outside “expert” to help identify and refine guest service standards, develop a training program, and prepare your staff through “train the trainer” sessions is an excellent idea. The ongoing responsibility for employee training should, however, rest with your managers and supervisors. This is, after all, an integral part of their jobs.
Some of my clients have tapped another excellent trainer pool:
line or hourly employees. These “designated” trainers
provide outstanding support to managers’ and supervisors’ training efforts
while gaining valuable experience that prepares them for positions of greater
Harry Nobles Hospitality Consulting
|Also See:||Key to Success: Training + Follow-Up / June 2000|
|If You Disagree With Your AAA Rating…../ June 2000|
|Are AAA Ratings Always Accurate and Objective / May 2000|
|The Unsung Heroes / Feb 2000|
|Creating Atmosphere / Jan 2000|
|What is "Atmosphere"? / December 1999|
|Maintaining Your AAA Rating / Nov 1999|
|Earning a AAA Rating vs Maintaining a AAA Rating: Which Is More Difficult? / Oct 1999|
|Remaining Hospitable in an Inhospitable World / August 1999|
|Can Outstanding Service Offset Hotel Physical Deficiencies in the Rating Systems? / Harry Nobles / June 1999|
|Consistency: The Hallmark of a Fine Hotel / September 1999|
|Mobil Travel Guide Announces 1998 Mobil Four-and Five-Star Award Winners / Jan 1998|
|Are Your Employees Checking Out As Fast As Your Guests / Setting Up an Effective Training Program / Harry Nobles / May 1999|
|The Legend of the Pineapple / Harry Nobles / Feb 1999|