|by Harry Nobles, June 2000
A training program is only as good as its follow-up. An effective follow-up phase includes several things:
A recent experience with a hotel client is an excellent example. Working with department heads, managers, and supervisors, we first established precise guest service standards and introduced them to the staff in one-on-one training sessions.
Once the staff knew exactly what was expected of them, we implemented in-house follow-up and reinforcement training combined with a regular “shopping” program and careful tracking of guest comments. The results have been very rewarding. Over a period of several months, guest satisfaction scores have increased significantly, and the consistency of service delivery has been conspicuous.
I suggest that you make follow-up an integral part of any training you conduct. The program should begin immediately, be continuous, and most definitely include your management team.
Harry Nobles Hospitality Consulting
|Also See:||If You Disagree With Your AAA Rating…../ June 2000|
|Are AAA Ratings Always Accurate and Objective / May 2000|
|The Unsung Heroes / Feb 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|
|Remaining Hospitable in an Inhospitable World / August 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|
|Mobil Travel Guide Announces 1998 Mobil Four-and Five-Star Award Winners / Jan 1998|
|Are Your Employees Checking Out As Fast As Your Guests / Setting Up an Effective Training Program / Harry Nobles / May 1999|
|The Legend of the Pineapple / Harry Nobles / Feb 1999|