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Chapter 4Training and Orientation

Supervision in the Hospitality Industry

Fourth Edition

(250T or 250)

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Competencies forTraining and Orientation

1. Explain the function of training within an organization and the supervisor’s role in training.

2. Identify the tasks performed in each step of the four-step training method.

3. Describe how learning styles and adult learning needs affect the training process.

4. Explain how orientations affect new employees and the organization.

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Benefits to Trainee

• Prepares employees to do their jobs

• Improves self-confidence

• Improves motivation

• Improves morale

• Prepares for promotion

• Reduces tension and stress

• Provides an opportunity to succeed

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Benefits to the Property

• Increases productivity

• Reduces costs

• Builds a strong employee team

• Decreases safety hazards

• Creates a better image

(continued)

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Benefits to the Property

• Builds repeat business

• Increases referrals

• Attracts potential employees

• Decreases absenteeism

• Reduces turnover

(continued)

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Benefits to Guests

• Provides high-quality products

• Provides high-quality services

• Makes their visit more pleasant

• Makes them feel they are getting their money’s worth

• Provides a safer visit

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Training Tools

• Task list

• Job breakdown

• Job descriptions

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Costs of Training

• Salaries of trainer and trainee

• Facilities

• Equipment

• Materials

• Possibility of more errors and less productivity during training

• Miscellaneous expenses

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Costs of Not Training

• More mistakes

• Lower productivity

• Lost revenue due to poor guest service

• High turnover

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Four-Step Training Method

• Prepare to train

• Conduct the training

• Coach trial performances

• Follow through

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Prepare to Train

• Write training objectives

• Develop step-by-step plans

• Decide on training methods

• Prepare a training schedule

• Select the training location

• Prepare the training area

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Conduct the Training

• Prepare the trainees

• Begin the training session

• Demonstrate the steps

• Avoid jargon

• Take enough time

• Repeat the steps

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Coach Trial Performances

• Let the trainees practice

• Coach the trainees

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Follow Through

• Coach a few tasks each day

• Continue positive support

• Correct the trainees when necessary

• Evaluate the trainees’ progress

• Get the trainees’ feedback

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Learning Styles

• Visual learners

• Auditory learners

• Tactile-kinesthetic learners

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Adult Learning Needs

• Attention span

• Sequence of instruction

• Repetition

• Motivation

• Participation

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Types of Orientation

• General property orientation

• Specific job orientation