1. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Training for Hospitality

2. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved 1. Determining employee hospitality qualities 2. Screening for hospitality qualities 3. Developing an orientation program 4. Developing a training program 5. Cross-training employees 6. Developing a trainer 7. Practicing empowerment 8. Applying the Americans with Disabilities Act (ADA ) CHAPTER FOCUS POINTS

3. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Determining Employee Hospitality Qualities  1. Identify skills and character traits required to do a particular job.  2. Helps in choosing right candidate for the job (refer to work of Taylor)  3. Helps in assigning tasks to employees by matching their abilities

4. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Determining Employee Hospitality Qualities cont’d.  1. Prepare Job Analysis (15 min. time descriptions of what an employee does on the job) to provide an insight into what the job is all about.  2. Prepare Job Description (a listing of job duties as provided from the job analysis) as necessary to do the job  3. Determine personal qualities, skills, and experience needed to perform duties

5. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Determining Employee Hospitality Qualities cont’d.  Positive Hospitality Character Traits Maturity Outgoing personality Patience Willingness to accept constructive criticism Comfortable in selling Other _________

6. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Screening for Hospitality Qualities  Basis for the Job Interview to Screen for Hospitality Qualities: Job description Questions on an Outgoing Personality – What did you like about your experience on your vacation? Questions on Patience – Tell me about the last time you volunteered with an organization. Questions on Ability to Accept Constructive Criticism – When your department didn’t meet their goal, how did your supervisor handle the situation? Questions on Interest in Selling – Have you ever helped out with a local charity in raising funds?

7. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Developing An Orientation Program  Orientation Process – introduces new hires to the organization and work environment and is vital in providing employees with background information about the property. (Orientation Check List covered later on in presentation). Economic Position of the Establishment in the Community Overview of the Hotel Employee Handbook Policy and Procedure Manual Introduction to the Front Office Environment

8. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Developing An Orientation Program cont’d.  Economic Position of the Property in the Community Ranking of employer in the area Ranking of tax dollars generated by employees Significance of tourism market Number of conventions Number of visitors

9. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Developing An Orientation Program cont’d.  Overview of the Lodging Establishment Guest Rooms (location, content, floor plan, and printed summary) Service Areas (restaurants, banquet facilities, room services, lounges, pool, athletics rooms, and gift shops; hours of operation) Organization Chart (names, titles, and responsibilities) Tour of the Property (guest rooms, guest room areas, major departments, service areas and recreational facilities)

10. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Employee Handbook – provides general guidelines concerning employee conduct  Pay categories  Evaluation procedures  Vacation time  Sick leave  Holidays  Paydays  Use of Controlled Substances  Social Interaction with Guests  Resolving Disputes with Guests and other Employees  Insurance Benefits  Uniform Requirements

11. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Policy and Procedure Manual – outlines how the specific duties of each job are to be performed  Operation of the PMS and other equipment in the front office  Reservations  Registrations  Posting  Checkouts  Written and oral communications with guests and other employees of the hotel  Preparation of the night audit  Safety and security measures

12. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Introduction to Staff  Role of each of employee  Personal introduction

13. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Equipment Overview  Brief remarks in observation mode Reservations Registrations Switchboard calls

14. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Interdepartmental Cooperation  Explanation of importance of good working relationships among housekeeping, maintenance, marketing and sales, food and beverage, and front office departments is ESSENTIAL.

15. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Administering the Orientation Program 1.Orientation Check List (Fig. 12-1 p. 344) 2.Selection of Orientation Leader A. Ability to convey attitude of the organization B. Ability to demonstrate the task

16. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Developing a Training Program 1.Identification of Tasks and Job Management Skills – p. 345 2.Preparation of Step-by-step Procedures – p. 346 3.Management Concepts – stress management, time management, organizational skills

17. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Steps in the Training Process  1.Preparation: Get Ready  2.Delivery: Show Me  3.Trial and Error: Let me Do It  4.Follow-up: Check My Progress Fig. 12-2 p. 352

18. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Administering a Training Program  Flexible training session schedules  Content preparation and duplication of training materials  Progress charts maintained and displayed

19. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Cross-Training  Cross-training – training employees for performing multiple tasks and jobs  Must be built into a job description and pay rate (refer to labor union contract for possible non-contractual duties)

20. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Developing a Trainer  Selecting a Trainer Posses a Professional Attitude Holds a Management Position Well-versed in Job Skills Familiar with Training Methods

21. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Training for Empowerment  Empowerment – delegating authority and responsibility concerning specific tasks to frontline employee of the front office managers  Example – specifying the dollar amount within which an employee can credit a guest’s folio without the intervention of the front office manager

22. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Americans with Disabilities Act 1990  Protect people with disabilities from being discriminated against when seeking accommodations and employment. 1. Accommodations for people who are physically challenged 2. Employment practices concerning hiring them

23. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Americans with Disabilities Act 1990 cont’d. Reasonable accommodations – making existing facilities used by employees readily accessible to people with disabilities and considering accommodations such as job restructuring, part-time or modified work schedules, reassignment, and provision of readers or interpreters Application – Marriott Foundation – “Fears vs. Realities About Employing People with Disabilities” p. 356

24. Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved Case 1202 - p. 360  Role Play with the goal of identifying desirable qualities in employees that reflect the abilities to deliver hospitality and determining how to use that information in a screening interview.