News for the Hospitality Executive
Generate More Revenue By Making Training Everyone’s
|by Doug Kennedy
April 15, 2009
During the past few years of record profits many hotels and hotel companies have invested heavily in ramping up their in-house and corporate level training resources. Now that we are in a down market, one can easily see which organizations truly comprehend and believe in the value of ongoing training versus those who view it as window dressing.
As a vendor-partner to the hotel industry for training and development resources, it is interesting to see and exact names of hotels, hotel companies, and industry organizations are still investing in their team’s personal development. From what I hear from my colleagues and competitors, it seems to be the top-tier companies across all organizations, market segments and locations that are still keeping hotel training companies like us plenty busy during what is one of the biggest downturns in industry history.
This is not just because these excellent, top-tier hotel companies think training is a nice thing to do; it’s because visionary leaders realize the tangible ROI that training can achieve, if properly implemented, measured, and followed-up on.
Unfortunately though, from what I hear of the industry at large, way too many companies are instead blindly cutting back on training and development at every juncture across the board. Depending on the type of organization or company, this plays out as:
Instead, it is precisely in times like these we must remember training is the responsibility of every manager, every supervisor, and every leader; every month, every day, every shift. Certainly the ideal situation is to have a designated training manager or director to inspire, organize, and lead the training and development effort throughout your organization. Interestingly, the top-tier companies that use the most outside training resources seem to also have at least a full or part time trainer in place. A few I know have even added training positions even during downturns; others have found a way to sustain these positions at all costs, even if having these staffers work temporarily in other departments during slower monthly accounting periods.
Yet even companies that do have designated training manager or director to lead the charge still understand: training is a process not just a title, position, or job description. Instead, they view training is a core best practice necessary to sustain the ongoing journey to excellence, versus a program to complete, a workshop we have to attend, or a certification we must to achieve. The best training managers know this well and see themselves as a center-point nexus directory and resource.
Whether you are a hotel trainer by title, or a department head, assistant manager, or shift supervisor, here are some ideas to make training happen every week, every day, every shift:
Doug Kennedy, President
|Also See:||Hotel Reservations Sales Training Tips - Circa 2009 / Doug Kennedy / March 2009|
|Is That the Best Rate You Have? - How to Train Your Voice Reservations Agents To Handle Today's Deal-Seekers / Doug Kennedy / February 2009|
|First Step In New Sales: Believe It Is Possible! / Doug Kennedy / January 2009|
|Good News Formula For RevPar in 2009 / Doug Kennedy / January 2009|
|Alluring Descriptions Are Key To Converting Hotel Reservation Callers / Doug Kennedy / November 2008|
|Bringing Out The Best from Our Most Negative Hotel Guests - Brings Out The Best In Ourselves / Doug Kennedy / October 2008|
|Profit Optimization Is Everyone's Job / Doug Kennedy / August 2008|
|Hotel Lessons Learned Growing Up In Kennedy Craft Shop / Doug Kennedy / July 2008|
|Personalized Hospitality Excellence Still A Deliverable! / Doug Kennedy / June 2008|
|Real Conversations vs Rigid Scripting Increases Reservations Productivity / Doug Kennedy / May 2008|
|Hotel Lessons Learned From A Five-Star School Principal / Doug Kennedy / April 2008|
|Road Warrior Shares Tips On How Hotel Guests Can Minimize Environmental Impact / Doug Kennedy / March 2008|
|Right-Sized Staffing Ensures Front Desk Sales & Service Success / Doug Kennedy / December 2007|