Hospitality 9ja - - Table Of Contents - …Mary-frances Win­ters -Chibuisi Ogu

Busi­nesses are chang­ing ev­ery­day due to life style and tech­nol­ogy. In or­der to be rel­e­vant in the in­dus­try, one has to be aware of the changes that are tak­ing place in the mar­ket. To ser­vice the chang­ing needs of the busi­ness and guest calls for train­ing of per­son­nel reg­u­larly. The need for train­ing be­comes im­por­tant due to var­i­ous rea­sons, such as, changes in life style of the guests, to adopt to new tech­nol­ogy, new re­cruit­ment, Pro­mo­tions, Changes in stan­dards of ser­vice, to im­prove pro­duc­tiv­ity and ef­fec­tive­ness, to re­duce costs, to im­prove sales and so on and so forth.

The need for train­ing starts when there

dis­crep­ancy be­tween the de­sired out-come of the re­sults as against what re­ally hap­pens. Many a time these dis­crep­an­cies are not men­tioned by the guest them­selves but should be identied by the man­agers. Ex­am­ples of these are room clean­li­ness, time taken for check-in and check-out, time taken for room ser­vice de­liv­ery, etc. Based on these dis­crep­an­cies, train­ing ob­jec­tives have to be es­tab­lished. These ob­jec­tives have to be clearly dened, such as aim­ing at im­prov­ing ser­vices or aim­ing at in­creas­ing ef­fec­tive­ness or aim­ing at im­prov­ing pro­duc­tiv­ity or aim­ing at re­duc­tion of costs or again aim­ing at chang­ing the stan­dards of ser­vice etc.

1 It is Benecial to the Em­ployee as it in­creases the Job sat­is­fac­tion and recog­ni­tion, en­cour­ages self­de­vel­op­ment and self-condence, helps the em­ployee be­come an ef­fec­tive prob­lem solver and moves the em­ployee closer to their per­sonal goals.

2 It is Benecial to the Man­age­ment as it aids in eval­u­at­ing Em­ployee per­for­mance, aids in sus­tain­ing Hotels Sys­tems and Stan­dard Op­er­at­ing Pro­ce­dures, and also helps in iden­ti­fy­ing Em­ploy­ees for pro­mo­tion and/or trans­fers.

3 It is Benecial to the Or­ga­ni­za­tion as it re­duces ac­ci­dents and safety vi­o­la­tions, re­duces wastage and costly em­ploy­ees' turnover, aids in or­ga­ni­za­tional de­vel­op­ment and ul­ti­mately leads to im­proved protabil­ity.

The Need for Train­ing

Be­cause cus­tomer ser­vice is the

of hos­pi­tal­ity, there is a need for learn­ing new ways of do­ing things that put huge smiles of sat­is­fac­tion on the faces of our highly es­teemed guest. Ev­ery job in the hos­pi­tal­ity in­dus­try ul­ti­mately aims for guest sat­is­fac­tion. With­out proper and con­tin­u­ous train­ings, em­ployee-guest en­coun­ters can go awry, af­fect­ing the guest ex­pe­ri­ence. Train­ing can be ex­pen­sive, but the benets can out­weigh the costs in­volved as they af­ford us new ways at get­ting bet­ter at what we do – guest sat­is­fac­tion.

Of­ten­times in my ho­tel train­ing ses­sions, I've been asked that sim­ple yet am­bigu­ous ques­tion: Why do we need con­tin­u­ous train­ings? I give var­i­ous an­swers to the ques­tions as they ar­rive but the sin­gu­lar one that stands out of the lot is this:

The highly com­pet­i­tive

in which busi­nesses op­er­ate to­day re­quires a skill­ful work­force in ev­ery or­ga­ni­za­tion in or­der to re­main a suc­cess­ful player in the com­pet­i­tive game of the in­dus­try. Staff train­ing is a very es­sen­tial part of any ho­tel's growth be­cause it is a path for the man­age­ment to know about their em­ploy­ees, it is a way to help em­ploy­ees to make best use of their own abil­i­ties, and it is a method to as­sist em­ploy­ees to be­come bet­ter pro­fes­sion­als at what they do. Train­ing shouldn't be oc­ca­sion­ally, pe­ri­od­i­cally or once in a while. It should be con­tin­u­ally with dif­fer­ent ed­u­ca­tional pro­grams that will up­grade skills ac­cord­ing to job po­si­tions. With the help of con­tin­u­ous staff train­ing, busi­ness suc­cess is partly guar­an­teed.

The Ben­e­fit of staff train­ing in Hotels can be seen as three­p­ronged.

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