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For hospitality properties to grow their business and remain competitive, they must make a commitment to the training all employees.

Ongoing training and employee development will show your staff that you consider them valuable, will improve any declining morale and will guarantee consistency.

In this edition, I am going to explain why and how to get started.

Welcome to another edition of hospitality property school.

I am your instructor, Gerry MacPherson.

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Would you let a mechanic work on your car who never learnt about cars?

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Or eat at a restaurant where the chef was never taught to cook?

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Or feel comfortable being treated by a doctor who never went to medical school?

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Here Is a Fact!

Training gives your employees the chance to grow their knowledge base. 

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Unfortunately, but many employers only see the negatives when looking at training opportunities such as training development opportunities can be expensive or employees might miss out on work time.

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Let’s Look at What Can Happen If You Don’t Train Your Employees

  • When there is no training, employees might not understand how to do their jobs. This leads to low morale among staff, which causes employee turnover. A property with a reputation for high employee turnover is also unattractive to potential job candidates.

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  • Unskilled employees could spend considerable time seeking help to perform their jobs or they could do the tasks the way they think they should, which could be a disadvantage of the work process. This could result in a low rate of production.

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  • Supervisors and more experienced employees would have to spend more of their valuable time checking unskilled workers.

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  • Untrained workers are more vulnerable to injuries.

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  • A hospitality property that does not train its staff can expect a boost in miscellaneous expenses. These could include reimbursement of unsatisfied guests or the cost of medical attention for staff because of injuries sustained from unskilled use of equipment and supplies.

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  • Untrained employees will result in dissatisfied customers that will not return.

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The good news is that if an employer steps back, they might see that training and development can provide both, the hospitality property as a whole and the individual employees with benefits that make the cost and time a worthwhile investment.

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If the training is well thought out, relevant to employees jobs and presented in a professional manner, businesses are more likely to retain great employees.

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Training can show employees that you consider them valuable, relieve stress and tension resulting from turnover, improve declining employee morale and the decreased productivity that results from high loss of employees.

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More positive results due to training.

  • Almost all employees have some weaknesses in their workplace skills. A training program can allow those skills to be strengthened.

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  • Training can help reduce any weak links in your business who rely heavily on others to complete basic work tasks. A good program brings all employees to a higher level so they all have similar skills and knowledge.

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  • With necessary training, you can create a team with overall knowledgeable who can take over for one another as needed.

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  • You will have employees that can work independently without constant help and supervision from others.

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  • Your employees can contribute to the success of your hospitality property when they are trained to perform their jobs according to industry standards.

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  • Trained employees are interested in performing their jobs well to advance the company, feel a sense of pride for a job well done and advance to higher positions.

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  • An employee becomes more aware of safety practices and proper procedures for basic tasks.

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  • The training may also build the employee’s confidence because they have a stronger understanding of the hospitality industry and the responsibilities of their job.

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  • Employees who are competent help your hospitality property hold a position as a leader and strong competitor within your region.

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  • Hospitality properties can reap the benefits of providing training for their employees because well-trained workers help increase productivity and profits.

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  • Keeping well-trained employees pays off significantly for hospitality properties because the cost of employee turnover can be high.

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The Importance of Consistency

A consistent, structured training and development program ensures that employees have a reliable experience and background knowledge. All employees need to be aware of the company’s basic policies and procedures within the property. Putting all employees through regular training in these areas ensures that all staff members at least have exposure to the information.

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It is also be proven that job satisfaction generally increases and self-esteem improves when trained employees better understand the workings of the business.

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Training can also enhance morale on the job and loyalty to the company. 

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The Importance of a Structured Training Program

When designing a training program, there are a few things that have to be taken into consideration:

  • A structured training program has a clearly detailed schedule

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  • Timeframe

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  • Outline of activities with well-defined goals and consequences

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  • Assignment of responsibilities

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Having a structured training program usually leads to more success and employee development than an informal or unstructured one. Without a clear structure, some companies cut corners or fail to complete training processes thoroughly.

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The structure of a training program also increases your ability to provide consistent and high-quality training experience for employees. This ensures that each employee starts with a similar opportunity to learn the key aspects of their job.

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Structure means a certainty. You can be certain about the quality and impact of the training provided, at least to the extent they trust trainers to perform their duties. It will not take long before you know how many days or hours you need to assign to training for each role. This makes budgeting for training more effective.

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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.

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 with 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.

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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.

  • 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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Does this make sense? Let me know by leaving a comment.

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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.

  • 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 with training.

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  • Use multi-media tools. Professional training organizations use slide-shows, 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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One last point today:

When your employees complete a training session, they should be recognized 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 would like to learn more tips & techniques for operating a hospitality property, I highly recommend you join our

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“6 Day Challenge”

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Whether you are operating a one-room bed & breakfast or a 500 room luxury hotel, there is always something new you could learn and this 6 Day Challenge will take you step by step through the process of operating a successful hospitality property and it’s 100% Free!

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↓↓↓↓ You can sign up below ↓↓↓↓

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If you like this video, let me know in the comment section below, your thoughts, and if you are going to implement any of these procedures.

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Every review helps more people find the podcast at no cost to you.

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If you know someone who might benefit from the video, please feel free to share it and make sure you hit that like button. I appreciate the feedback.

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Be sure to subscribe and then hit the little bell to be notified when I upload a new video.

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Thank you so much for your attention and let’s continue to work together to put heads in your beds.

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Until next time, have a fun day.

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⇒ TO READ OR LISTEN TO THIS EPISODE ON KEYSTONE HOSPITALITY PROPERTY CONSULTING:

https://keystonehospitalitydevelopment.com/KHDC122 

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⇒ And don’t forget to join the “6 Day Challenge” here:

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RESOURCES & LINKS MENTIONED IN THIS EPISODE:

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Employee Training Process Download

https://keystonehospitalitydevelopment.com/employee-training-process-download/

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The Keystone HDC Training Tutorials

https://courses.keystonehospitalitydevelopment.com/

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Join our community in “The Hospitality Property School Group” –Check it Out for One Full Week for Only $1

http://keystonehospitalitydevelopment.com/membership-site

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TWEET THIS VIDEO:

Training and Employee Development for Hospitality Properties @KeystoneHDC

https://youtu.be/WrCzkJA3ZSAh

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Say hi on social:

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Facebook: https://www.facebook.com/KeystoneHDC

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Twitter: https://twitter.com/KeystoneHDC

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Linkedin: https://www.linkedin.com/company/keystone-hospitality-development

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Listen to The Hospitality Property School Podcast here:

https://keystonehospitalitydevelopment.com/itunes-podcast

https://www.stitcher.com/podcast/hospitality-property-school

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YouTube

https://youtu.be/WrCzkJA3ZSAh

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