Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved
Training for Hospitality
Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved
1. Determining employee hospitality qualities2. Screening for hospitality qualities3. Developing an orientation program4. Developing a training program5. Cross-training employees6. Developing a trainer7. Practicing empowerment8. Applying the Americans with Disabilities Act (ADA)
CHAPTER FOCUS POINTS
Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved
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 (refer to work of Taylor)
3. Helps in assigning tasks to employees by matching their abilities
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Determining Employee Hospitality Qualities cont’d.
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 cont’d.
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 descriptionQuestions 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?
Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved
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. (Orientation Check List covered later on in presentation).
Economic Position of the Establishment in the Community
Overview of the HotelEmployee HandbookPolicy and Procedure Manual Introduction to the Front Office Environment
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Developing An Orientation Program cont’d.
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 cont’d.
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 employeePersonal introduction
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Equipment Overview
Brief remarks in observation modeReservationsRegistrationsSwitchboard 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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Administering the Orientation Program
1. Orientation Check List (Fig. 12-1 p. 344)
2. Selection of Orientation Leader
A. Ability to convey attitude of the organization
B. Ability to demonstrate the task
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Developing a Training Program
1. Identification of Tasks and Job Management
Skills – p. 3452. Preparation of Step-by-step Procedures –
p. 3463. Management Concepts – stress
management, time management, organizational skills
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Steps in the Training Process
1. Preparation: Get
Ready
2. Delivery: Show
Me
3. Trial and Error:
Let me Do It
4. Follow-up: Check
My ProgressFig. 12-2 p. 352
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Administering a Training Program
Flexible training session schedulesContent 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 AttitudeHolds a Management PositionWell-versed in Job SkillsFamiliar 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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Americans with Disabilities Act 1990
Protect people with disabilities from being discriminated against when seeking accommodations and employment. 1. Accommodations for people who are
physically challenged 2. Employment practices concerning hiring
them
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Americans with Disabilities Act 1990 cont’d.
Reasonable accommodations – making existing facilities used by employees readily accessible to people with disabilities and considering accommodations such as job restructuring, part-time or modified work schedules, reassignment, and provision of readers or interpreters
Application – Marriott Foundation – “Fears vs. Realities About Employing People with Disabilities” p. 356
Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved
Case 1202 - p. 360
Role Play with the goal of identifying desirable qualities in employees that reflect the abilities to deliver hospitality and determining how to use that information in a screening interview.