Hotel Online  Special Report
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Are Your Trainers Trained?

E-mail:  [email protected]
Harry Nobles & Cheryl Thompson Griggs,  January 2004

How many of your managers and supervisors have been trained to train? These are the people you have entrusted with the primary responsibility of training your employees. You have entrusted them with this task; have you prepared them properly? Are they really trained in the fine art of training others? 
 
We suggest you pose this question at your next staff meeting; you may be surprised at the answer. 

A highly motivated supervisor or manager with excellent technical knowledge, a positive attitude, and years of hands on experience is not always your best choice as a trainer. In many cases we have found that employees are very receptive to training by a fellow employee. 

Ask Harry and Cheryl
We encourage readers to email us with questions on ratings, guest services, design, decor, etc. We'll directly respond to your questions. Email Harry and Cheryl

Whether you choose line level employees or supervisors and managers to conduct training, please remember that the skills required to effectively train others are unique. They seldom come naturally, but must be learned. A "Train the Trainer" program to introduce and polish these skills can give you an excellent return on your investment.

We suggest the ultimate goal of any Train the Trainer program should be the development of an internal training team. While you may want to seek outside help with the initial phases of the process, for long term success you should do as much in-house training as possible. 

We have had excellent results in helping several clients develop and implement "Designated Trainer" programs to identify potential trainers, set performance standards, and develop initial training sessions.

Another question to ponder is whether your trainers are setting a good example for their fellow employees? There is nothing worse than trying to enforce behavior or policy that middle and senior management don't practice on a daily basis!

We suggest that your property's core values and goals be an integral part of your Train the Trainer program. Once these are firmly set in place and regularly reinforced, your other training will become more meaningful. I also suggest that management bears the primary responsibility for leading by example. Your staff will tend to treat your guests the way you treat them. 

Guests are always watching your employees; your employees are always watching you. If you want your employees to greet guests and smile, show them how to do it. Telling them is not enough no matter how good your training may be.

One definition of training is "Gentle pressure relentlessly applied". Whether you get outside help and advice on a training program or build your own, we encourage you to remember the gentle side but also focus on the relentless aspect of training. A successful training program will be comprehensive, focused, and long term. 

Harry Nobles & Cheryl Griggs
www.optimumrating.com

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Contact:

Harry Nobles Hospitality Consulting
POC:  Harry Nobles
E-mail:  [email protected]
Phone:  757-564-3761
Fax:        757-564-0076
www.optimumrating.com

Credentials: 

  • Former head of AAA Lodging/Dining Ratings Program. 
  • An independent consultant serving the hospitality industry. 
  • A Special Training Consultant to the Educational Institute, American Hotel/Motel Association
Also See: 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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