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

Copyright © 2007 by John Wiley & Sons, Inc. All rights reserved

Training for Hospitality


1. Determining employee hospitality qualities2. Screening for hospitality qualities3. Developing an orientation program4. Developing a training program5. Cross-training employees6. Developing a trainer7. Practicing empowerment8. Applying the Americans with Disabilities Act (ADA)

CHAPTER FOCUS POINTS


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


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


Determining Employee Hospitality Qualities cont’d.

Positive Hospitality Character Traits Maturity Outgoing personality Patience Willingness to accept constructive criticism Comfortable in selling Other _________


Screening for Hospitality Qualities

Basis for the Job Interview to Screen for Hospitality Qualities:

Job descriptionQuestions 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?


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 HotelEmployee HandbookPolicy and Procedure Manual Introduction to the Front Office Environment


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


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)


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


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


Introduction to Staff

Role of each of employeePersonal introduction


Equipment Overview

Brief remarks in observation modeReservationsRegistrationsSwitchboard calls


Interdepartmental Cooperation

Explanation of importance of good working relationships among housekeeping, maintenance, marketing and sales, food and beverage, and front office departments is ESSENTIAL.


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


Developing a Training Program

1. Identification of Tasks and Job Management

Skills – p. 3452. Preparation of Step-by-step Procedures –

p. 3463. Management Concepts – stress

management, time management, organizational skills


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 ProgressFig. 12-2 p. 352


Administering a Training Program

Flexible training session schedulesContent preparation and duplication of

training materials Progress charts maintained and displayed


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)


Developing a Trainer

Selecting a Trainer Posses a Professional AttitudeHolds a Management PositionWell-versed in Job SkillsFamiliar with Training Methods


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


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


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


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.

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

Documents

john wiley sons

hospitality slide

employee hospitality

rights reserved training

rights reserved screening

job analysis

hospitality qualities

job interview