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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?
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
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Harry Nobles Hospitality Consulting
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