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Key to Success: Training + Follow-Up

by Harry Nobles, June 2000

A training program is only as good as its follow-up.  An effective follow-up phase includes several things:  

  1. getting feedback from trainees;  
  2. assessing  the results; 
  3. reinforcing key points; 
  4. making on the spot corrections, and 
  5. determining what retraining is needed.
Follow-up is essential in all training situations; I believe it is even more so if you use an outside trainer.  An outside trainer or consultant can provide the special expertise and experience needed to help develop your training program  and get it off to a great start.  But that is only a start, and often produces only short term results.   Long term success will depend on  the ongoing involvement of your in-house managers and supervisors.
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
POC:  Harry Nobles
Phone:  757-564-3761
Fax:        757-564-0076

  • 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: 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 
To Harry Nobles Hospitality Consulting Index Page

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