Hotel Online  Special Report
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Who Should Train Your Employees?

E-mail:  hospsvc001@aol.com
by Harry Nobles, September 2008

Unlike many questions, this one has a simple answer.

Bringing in an outside “expert” to help identify and refine guest service standards,  develop a training program, and  prepare your staff through "train the trainer" sessions is an excellent idea. The ongoing responsibility for employee training should, however, rest with your managers and supervisors.  This is, after all, an integral part of their jobs.

In my opinion, your managers and supervisors should conduct training. My experience with many clients over several years, show that the most effective long-term results come from in-house training.  An effective in-house training program will include continuous reinforcement, on the spot corrections, follow-up training, and accountability.  Only your managers and supervisors can provide this on a continuing basis.

One of the most important components of training is accountability. If your managers and supervisors are to be held accountable for training results, they must play a key role in the training process. Their understandable and predictable response to being excluded will range from apathy to resentment. While you may achieve excellent short-term results without the support of your management team, permanent success is unlikely.

Some of my clients have tapped another excellent trainer pool:  line or hourly employees. These "designated" trainers provide outstanding support to managers’ and supervisors’ training efforts while gaining valuable experience that prepares them for positions of greater responsibility.

When establishing your training program, do not forget the "carrot and stick."  I believe there must be rewards for things done correctly and consequences for things not done correctly.  This emphasizes the need for accountability and on the spot corrections.  Infractions not immediately addressed are perceived as condoned.

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Contact:

Harry Nobles Hospitality Consulting
www.nobleshospitalityconsulting.com
hospsvc001@aol.com
(757) 564-3761

Also See: Designing for the Future a Key to Earning 4 or 5 Star/Diamond Rating / Harry Nobles / February 2008
Look for the Ducks / Harry Nobles / April 2007
How Should Casino-Hotels Be Rated? / Harry Nobles / April 2007
Is 'Mega Boutique Hotel' an Oxymoron / Harry Nobles/ December 2006
Hotel People I Have Know / Harry Nobles / October 2006
Now I’ve Seen Everything -  “Food Servers Employing the Internet to Divulge Names of Customers Who Tip Less than 17%”/ Harry Nobles / September 2006
Does Hotel Room Size Matter? / Harry Nobles / September 2006
If You Disagree With Your AAA Rating / Harry Nobles/ May 2006
AAA Evaluation Procedure: Is It Fair? / Harry Nobles/ May 2006
Four Star vs Mobil Four Star / Harry Nobles/ February 2006
Rating Condominiums / Harry Nobles / January 2006
AAA Five Diamond Lodgings; Chain vs Independent / November 2005
Katrina & Rita: Silver Lining or Opportunity? / Harry Nobles & Cheryl Griggs / October 2005
Our Dream Hotel / Harry Nobles & Cheryl Griggs / July 2005
Losing a Diamond or Star / Harry Nobles & Cheryl Griggs /  March 2005
Ratings vs Guest Satisfaction / Harry Nobles & Cheryl Griggs / February 2005
Our "Pick of the Month" / Harry Nobles & Cheryl Griggs / November 2004
5 Star vs 5 Diamond: What’s the Difference? / Harry Nobles & Cheryl Griggs / November 2004
Strategic Alliance Announced, Committed to Hospitality Excellence / August 2004
Family Resorts: Suggested Strategies / Cheryl Griggs / July 2004
Are Small Resorts Unfairly Treated by the AAA and Mobil Rating Criteria / July 2004
Designing For Optimum Global Ratings / Cheryl Griggs / June 2004
QualAsia Formed to Provide Authoritative Organization to Inspect and Evaluate Hotels Across Asia; Harry Nobles Appointed Chairman of New Asian Hotel Rating Service / May 2004
Validity of Online Hotel Ratings / Cheryl Griggs / April 2004
Resorts Ratings Redux / Harry Nobles & Cheryl Griggs / February 2004
Are Your Trainers Trained? / Harry Nobles & Cheryl Thompson Grigg /  January 2004 
The Language of Service / Cheryl Griggs / October 2003
Hotel Renovation Ideas vs AAA Ratings Criteria / Harry Nobles / October 2003
New Employee Orientation: Necessity or Luxury?  /  July 2003
Save the Best - Replace the Rest / July 2003
AAA and Mobil Ratings As a Sales Tool / May 2003
How Well Do You Know Your Competitor? / May 2003
Our Favorite Hotel?  / March 2003
The Current Value of AAA Hotel Ratings / Feb 2003
Stars and Diamonds; Some Similarities and Some Differences / January 2003
AAA's Delay: Good or Bad? / July 2002
Timing Is Everything, Or Is It? / July 2002 
Boutique Hotels: Have They Gone Too Far / May 2002
People Really Do Make the Difference / Jan 2002
What Is a Boutique Hotel? / Dec 2001
The Non-negotiable Traits of Leaders / Oct 2001 
How Important is Service? / Sept 2001
Front Desk Service Mistakes / Aug 2001
Food & Beverage Mistakes & How to Correct Them / July 2001
Bell Staff Mistakes & How to Correct Them / July 2001 
Attitude vs Aptitude / June 2001
Female Business Travelers' Expectations / June 2001
Is Outsourcing Your Training a Viable Alternative? / June 2001
Unique Identity + Consistent Service = Success / May 2001
AAA Standards vs  Guests' Expectations / May 2001
Are Your Guests Better Informed Than Your Staff? / April 2001
Are U.S. Hotels Rated Differently From Other North American Hotels? / April 2001
The Design Theme - AAA / Mobil Ratings Connection / March 2001
Attitude Can Make the Difference / January 2001
How Should Casino-Hotels be Rated? / Dec 2000
Does AAA Rate Resorts Fairly? / Nov 2000
Is Your Property Suffering From Design Deficiency? / Nov 2000 
The Future of AAA Ratings / September 2000
What Is Your Optimum AAA Rating / August 2000
If You Disagree With Your AAA Rating…../ June 2000
Are AAA Ratings Always Accurate and Objective / May 2000
Creating Atmosphere / Jan 2000
What is "Atmosphere"? / December 1999
Maintaining Your AAA Rating / Nov 1999
Earning a AAA Rating vs Maintaining a AAA Rating: Which Is More Difficult? / Oct 1999
Can Outstanding Service Offset Hotel Physical Deficiencies in the Rating Systems? / Harry Nobles / June 1999 
Consistency: The Hallmark of a Fine Hotel / September 1999
Who Should Train Your Employees  / Aug 2000 
Mobil Travel Guide Announces 1998 Mobil Four-and Five-Star Award Winners / Jan 1998 
Key to Success: Training + Follow-Up / June 2000
The Legend of the Pineapple / Harry Nobles / Feb 1999 

To Harry Nobles Hospitality Consulting Index Page


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