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!