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For hospitality property to grow their business and remain competitive, they must make a commitment to ongoing employee training.

Welcome to another addition of hospitality property school.

Today, I’m going to take a look at creating an employee training program.

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In our last podcast, I looked at the pros and cons of employee training. If you have not heard it, you can find it at

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keystonehospitalitydevelopment.com/KHDC049

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Today, I am going to take a closer look at creating an Employee Training Program?

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You have to look at training is an investment in your property and staff that will provide lasting returns in productivity and profits, but only if it is well-planned and implemented.

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It all starts with you.

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To be competitive, hospitality property owners and managers must make a commitment to any new training program and create an atmosphere and culture of ongoing employee and business improvement.

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Assess training needs by defining your hospitality properties needs and goals. Define short- and long-term goals. Based on these needs and goals, identify position-related goals and the skills necessary for the employee to achieve these goals. These will all be added to your operations manual

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You want to start training for new employees. Here are the steps to help you get started.

  • New employees to your property can be welcomed with an orientation program that makes them feel at ease and like they’re a part of the team. Your orientation program can provide employees with a proper introduction to your company, what’s expected and where they fit into overall goals.

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  • New employees need to become acquainted with their new workplace immediately. Take them on a tour, pointing out essential locations.

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  • While touring the facility, introduce the new employee to fellow co-workers.

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  • Give them a copy of an employee handbook that contains your hospitality properties rules and regulations. It should also cover benefits, pay dates, paid-time off, lunch and other work breaks, state and federal employment laws and acts and more. Provide the employee with a signature page that outlines that he has read and understands what’s outlined in the handbook. It should also include their expected goals and how they fit with the overall needs of the company. This information should be discussed during new employee orientation so that an employee can get clarification on any points they are unsure of.

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  • Although an employee may have experience in the hospitality industry, they still need to learn how your properties system. An option might be shadowing an employee or appointing a mentor to help guide them through their first couple of weeks with your property.

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  • Schedule an employee evaluation after some time on the job. This can benefit both employers and employees by giving each an opportunity to discuss how an employee is performing in his role and what he may need to be more successful. Set up a 30-, 60- or 90-day review period for new employees.

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Ongoing Training

  • Separate training into two categories; soft and hard skills.
    • Soft skills are training on topics such as customer service, policies, harassment, diversity, safety & other general information training.
    • Hard skills are those used to complete a specific task, such as machine operation or specific job procedures.

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  • Create a training template on paper or a computer spreadsheet that lists employee names, job titles and all training you plan to offer. Placing scheduled training dates next to the employee’s names for each training will allow you to use the template as a scheduling and tracking guide.

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  • Match employees with training that suit their specific jobs. Some general information training should be assigned to every employee on the training template.

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  • Designate an in-house training coordinator or team to help you develop and create your program; there are many resources available online. (HDC Training Tutorials). You may also want to consider hiring an independent training company to develop your program. The coordinator or team leader will oversee all training programs.

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  • Implement your training program with all new hires during their orientation, especially those training related to safety and your hospitality property policy. Arrange for current employees to attend training as needs arise or schedules allow.

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  • Follow through with your training program. If you are going to spend time and money getting it prepared, your goal is to get each employee trained as quickly as possible.

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  • Monitor your training program regularly by obtaining employee feedback and comparing department “before and after” training productivity statistics. It’s okay to tweak and modify training as the program progresses.

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Developing an effective employee training program is vital to the long-term success of any business. Training programs provide multiple benefits for employees and the company, but only if they are carefully planned and properly implemented.

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Prioritise the Types of Training

  • Implement training modules in the order of importance. If customer service or time management are major issues, roll out those training first.

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  • Use a professional trainer or experienced employee whenever possible. The outside trainer’s interaction and presentation of the material can have a major and lasting effect on training.

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  • Use multi-media tools. Professional training organisations use slideshows, whiteboards, games, role-playing and videos in addition to written material.

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  • Create an employee feedback form to rate the training and collect comments and opinions as to the training session’s perceived effectiveness. Participant feedback must be taken seriously to grow the program and gauge its impact.

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  • Make training a part of every new employee’s orientation going forward. New hires are prime candidates for training during their first days on the job.

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  • Limit the time for each training to no more than 60 to 90 minutes or less. This will make scheduling predictable, and help prevent employees from experiencing information overload.

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  • All managers and supervisors must be onboard to the concepts presented and be trained themselves. Without the support and understanding of management, training programs run the risk of having little or no benefit.

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Working Together to Set Goal Making

When creating a new training program, allow employees to give input in the goal-making process. By letting employees work as goal setters, management can show these workers that they are important members of your business instead of simply lowly employees.

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On last point today:

When your employees complete a training session, they should be recognised for their achievements. Showing them that you truly appreciate all that they have done could encourage them to continue to put effort into being the best staff they can be.

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If you have any interesting stories about creating an employee training program and would like to share or have any questions or feedback you can leave them in the comments section of the show notes. 

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Before you leave, I would like to invite you to a 

“The Hospitality Property Training Tutorial” Webinar

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You can find them at:

keystonehospitalitydevelopment.com/KHDC050

 

 

Wow, 50 episodes!

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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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Facebook at facebook.com/keystonehdc

Twitter at twitter.com/keystonehdc

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Or email at

info@keystonehospitalitydevelopment.com

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So, as always, let’s work together to put heads in your beds.

Until next time, have a fun day.

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Hospitality Property School is a division of Keystone HDC