Training for Hospitality

Copyright 2007 by John Wiley & Sons, Inc. All

 CHAPTER FOCUS POINTS

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 )

Copyright 2007 by John Wiley & Sons, Inc. All

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

Copyright 2007 by John Wiley & Sons, Inc. All

Determining Employee Hospitality Qualities contd.

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

Copyright 2007 by John Wiley & Sons, Inc. All

Determining Employee Hospitality Qualities contd.

Positive Hospitality Character Traits

Maturity
Outgoing personality
Patience
Willingness to accept constructive criticism
Comfortable in selling
Other _________

Copyright 2007 by John Wiley & Sons, Inc. All

Screening for Hospitality Qualities

Basis for the Job Interview to Screen for

Hospitality Qualities:
Jobdescription
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 didnt 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?

Copyright 2007 by John Wiley & Sons, Inc. All

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

Copyright 2007 by John Wiley & Sons, Inc. All

Developing An Orientation Program contd.

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

Copyright 2007 by John Wiley & Sons, Inc. All

Developing An Orientation Program contd.

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)

Copyright 2007 by John Wiley & Sons, Inc. All

Employee Handbook provides
general guidelines concerning
employee conduct
Pay categories Social Interaction with
Evaluation procedures Guests
Vacation time Resolving Disputes

Sick leave with Guests and other

Employees
Holidays
Insurance Benefits
Paydays
Uniform
Use of Controlled
Requirements
Substances

Copyright 2007 by John Wiley & Sons, Inc. All

 Policy and Procedure Manual outlines how the specific
duties of each job are to be performed

Operation of the PMS and Written and oral

other equipment in the front communications with guests
office and other employees of the
Reservations hotel
Preparation of the night
Registrations
audit
Posting
Safety and security
Checkouts
measures

Copyright 2007 by John Wiley & Sons, Inc. All

Introduction to Staff

Role of each of employee

Personal introduction

Copyright 2007 by John Wiley & Sons, Inc. All

Equipment Overview

Brief remarks in observation mode

Reservations
Registrations
Switchboard calls

Copyright 2007 by John Wiley & Sons, Inc. All

Interdepartmental Cooperation

Explanation of importance of good

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

Copyright 2007 by John Wiley & Sons, Inc. All

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

Copyright 2007 by John Wiley & Sons, Inc. All

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

Copyright 2007 by John Wiley & Sons, Inc. All

Steps in the Training Process

1. Preparation: Get 3. Trial and Error:

Ready Let me Do It

2. Delivery: Show 4. Follow-up: Check

Me My Progress
Fig. 12-2 p. 352

Copyright 2007 by John Wiley & Sons, Inc. All

Administering a Training Program

Flexible training session schedules

Content preparation and duplication of
training materials
Progress charts maintained and displayed

Copyright 2007 by John Wiley & Sons, Inc. All

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)

Copyright 2007 by John Wiley & Sons, Inc. All

Developing a Trainer

Selecting a Trainer
Posses a Professional Attitude
Holds a Management Position
Well-versed in Job Skills
Familiar with Training Methods

Copyright 2007 by John Wiley & Sons, Inc. All

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
guests folio without the intervention of the
front office manager

Copyright 2007 by John Wiley & Sons, Inc. All

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

Copyright 2007 by John Wiley & Sons, Inc. All

Americans with Disabilities Act 1990 contd.

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

Copyright 2007 by John Wiley & Sons, Inc. All

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