A good hospitality property trainer will have to understand the material and what’s expected of the employees in their new position.

Welcome to another addition of hospitality property school.

I’m your host Gerry MacPherson and in out last podcast I talked about employee training. Today, we are going to talk about employee training programs.

I had mentioned that all training has to be step-by-step. The reason is that this will be an incredible resource for any new employee and will quicken their success.

Choose your trainer wisely.

It is the trainer’s responsibility to create a safe, non-threatening environment for learning.

For this to work, it is extremely important that the trainer has great people skills.  They have to remember that new employees are people, so it is important to take the time to get to know the new members, establish a relationship, and treat them like they would like to be treated.

The trainer has to plan to be patient and set a reasonable pace when teaching the new tasks.  A good idea is to have them think back to when they were learning something new for the first time.  The hectic pace is and busy environment will only lead to problems.


Before a trainer begins:

A good trainer will have to understand the material and what’s expected of the employee/employees in their new position.

Ask questions to make sure things are clear.

When you see things are starting to click, challenge them.

The trainer should use current staff as experts showing how specific procedures actually work in the day-to-day operation.

Give praise when deserved.

Also, criticism is important to correct bad behaviour before becomes a habit. Make sure it’s constructive and with an alternative solution.

Again, I can’t stress enough the importance of step-by-step procedures for all aspects of your business.  With the accurate step-by-step process, owners, trainers and new staff will not be second guessing.

Your goal is not only to have employees who can follow the step-by-step procedures for all their tasks but also able to think on their feet, and this means all employees in your property.

Encourage new employees, in fact, all employees to look for ideas to make their jobs easier or to enhance your property. Have them be on the lookout for new technology opportunities that you and your employees can explore, even if you’re not sure they can be immediately applied to your business. Who knows? You could be onto the next big thing and gain more of an advantage over your competition.


After training another training techniques to consider: 

Job shadowing. This allows an employee to learn about and benefit from the expertise of the senior employees.

If an employee has an interest for and expertise in a subject or attends an external training session or conference that could be of benefit your property, have them hold an in-house training session for all employees.  If there are costs involved you could offer to cost share or pay the entire amount.

The first six weeks is essential to any new employee; it’s during this time that they decide whether or not this is the right job for them.  It might a surprise for you to hear but 33% of hospitality businesses don’t do any training. If this is the case, how on earth do people know what is expected of them on a day-to-day basis, let alone know how they can contribute to the business or develop their career?

Training your staff in the basics of your property puts them in a better position to contribute to cost control and possibly generate income.  If people understand how the business makes its money they are then in a position to contribute to this and put forward their own ideas.

You can hedge your bet with a well-thought-out step-by-step training process and chisel a new employee into that creative, ambitious worker you so desire.

To find out more about how to set up training programs, check out our training tutorials at keystonehospitalitydevelopment.com

I would like to hear about your training process, and if it works for you. If you would like to share or have any questions or feedback you can leave them in the comments section of the show notes at:



That’s it for this session of hospitality property school. We appreciate your comments and if you have topic ideas, feel free to reach out to use on

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That’s it for today’s session, let’s continue to work together to put heads in your beds.

Until next time, have a fun day.


Music Credit:

Sun Spark


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Hospitality Property School is a division of Keystone HDC