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Training and Developing Employees to Serve

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Presentation on theme: "Training and Developing Employees to Serve"— Presentation transcript:

1 Training and Developing Employees to Serve
Chapter 6

2 EMPLOYEE training

3 Examples Training at Starwood Hotels Training at Disney
Wall-to-wall training at SAS

4 Len Berry’s Five Training Principles
Focus on critical skills and knowledge Start strong and teach the big picture Formalize learning as a process Use multiple learning approaches Seek continuous improvement

5 Measuring Training Effectiveness
Participant feedback Content mastery Behavioral change Organizational performance

6 Developing a Training Program

7 What Do We Need? Finding organizational problems Needs assessment
Task Individual

8 Solving the Guest’s Problem
Identifying objectives of training Guest feedback triggering evaluation of relevant parts of service Measuring and monitoring performance

9 External Training Consultants and independent organizations
Universities and colleges Customized versus generic Executive development and continuing education programs

10 Internal Training Larger hospitality organizations
Internal training departments Company “universities”

11 Training Costs In-house versus outside Number of employees Location
Level of expertise needed

12 Training methods

13 On-the-Job Training Definition One-on-one Advantages:
Understanding what job requires Productivity (continued)

14 On-the-Job Training Drawbacks: Errors Impact of poor service

15 Other Methods Simulation Training in classroom Training videos
Training at home Training at computer

16 Further Approaches to Training
Retraining Cross-functional training Training in special competencies Diversity training

17 Problems and Pitfalls of Training
Knowing training objectives Planning for pre- and post-training Getting good value from training Understanding when great training can be detrimental

18 Employee Development

19 Getting Ready for the Future
Work experience Education Training Looking forward to find competencies, skills, and areas of knowledge employee will need in future

20 Career Paths and the Right Experience
Preparing for organizational needs Expansion Necessary knowledge and skills of employee Giving employees chance to advance Well-designed career development path Human need

21 Education Tuition refunds Supporting general education

22 The Competition Is Looking
At Outback Steakhouse They want your best Trying to steal your best people Do not ignore employees’ needs to grow and develop Will go elsewhere!


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