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 responsibility.
  
When  establishing your training program,  do not forget the �carrot and stick."  I believe there must be rewards for things done correctly and consequences for things not done correctly.  This emphasizes the need for accountability and on the spot corrections.  Infractions not immediately addressed are perceived as condoned.

• Former head of AAA Lodging/Dining Ratings Program. 
• An independent consultant serving the hospitality industry. 
• A Special Training Consultant to the Educational Institute, American Hotel/Motel Association