Subject
Year
: V0206 – Administrasi &
Operasional Kantor Depan
: 2009
Training for Hospitality
Week 11
Subject
• Determining employee hospitality qualities
• Screening for hospitality qualities
• Developing an orientation program
• Developing a training program
• Cross-training employees
• Developing a trainer
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Objectives:
On completion of this lesson, the students will be
able to:
- explain the training programs required for the new and
current personnel which include orientation, cross
training, empowerment
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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
3. Helps in assigning tasks to employees by
matching their abilities
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Determining Employee Hospitality Qualities \
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
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Determining Employee Hospitality Qualities
• Positive Hospitality Character Traits
– Maturity
– Outgoing personality
– Patience
– Willingness to accept constructive criticism
– Comfortable in selling
– Other _________
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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?
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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.
• Economic Position of the Establishment in the
Community
• Overview of the Hotel
• Employee Handbook
• Policy and Procedure Manual
• Introduction to the Front Office Environment
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Developing An Orientation Program
• Economic Position of the Property in the
Community
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–
–
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–
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Ranking of employer in the area
Ranking of tax dollars generated by employees
Significance of tourism market
Number of conventions
Number of visitors
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Developing An Orientation Program
• 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)
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Employee Handbook – provides general
guidelines concerning employee conduct
•
•
•
•
•
•
•
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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
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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
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• Written and oral
communications with
guests and other
employees of the hotel
• Preparation of the night
audit
• Safety and security
measures
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Introduction to Staff
• Role of each of employee
• Personal introduction
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Equipment Overview
• Brief remarks in observation mode
• Reservations
• Registrations
• Switchboard calls
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Interdepartmental Cooperation
• Explanation of importance of good
working relationships among
housekeeping, maintenance, marketing
and sales, food and beverage, and front
office departments is ESSENTIAL.
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Planning & Developing a Training Program
• Identify the tasks performed by front office
staff
• Determine who will train the employees
• Administer the training program
• Review the step in the training process
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Steps in the Training Process
PREPARATION: “GET READY”
DELIVERY: “SHOW ME”
TRIAL & ERROR: “LET ME DO IT”
FOLLOW-UP: “CHECK MY PROGRESS”
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Delivery: “Show Me”
• Give example  demonstration
• Trainer must speak clearly
• Presentation should be broken down into logical,
sequential steps
• Select the methods of presentation:
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–
–
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Skill demonstration
On-the-job training
Role-playing
Commercial videos
Distance learning
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Trial & Error: “Let Me Do It”
• Encourage trainee to perform the procedure
to master the work and to meet the objective
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Follow-Up: “Check My Progress”
• Trainer may develop training tickler file  a
database that keep tracks of training sessions
and alerts trainers to important upcoming
dates for each new employee, listing the
name of the training session, date of the
session, comments, and date for follow-up
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Example of Training Tickler File
Training File
Employee Name: __________
Session
Orientation Program
Date
12/1
Comments
Employee very enthusiastic; possible interest in reservationist position
Follow-up
12/5 show rooms again, 12/6 meet night auditor
Trainer
JB
Session
Guest check-in
Date
12/6
Comments
Rated 80%, 1st attempt on 12/6
Rated 85%, 4th attempt on 12/9
Follow-up
Trainer
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JB
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Administering a Training Program
• Flexible training session schedules
• Content preparation and duplication of
training materials
• Progress charts maintained and displayed
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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)
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Developing a Trainer
• Selecting a Trainer
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•
•
•
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Posses a Professional Attitude
Holds a Management Position
Well-versed in Job Skills
Familiar with Training Methods
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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
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Group Activity #11
Preparing a Training Session
• Prepare a mock training session on how to check a
guest in to a hotel room
• Incorporate the 4 step training method into your
training session
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THANK YOU AND
HAVE A GOOD DAY
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