Hotel OnlineSpecial Report
Who Should Train Your Employees

August 2000 - Unlike many questions, this one has a simple answer.  In my opinion, your managers and supervisors should conduct training.  My experience with many clients over several years shows that the most effective long-term results come from in-house training.  An effective in-house  training program will include continuous reinforcement, on the spot corrections,  follow-up training, and accountability.  Only your managers and supervisors can provide this on a continuing basis. 

One of the most important components of  training is accountability. If your managers and supervisors are to be held accountable for  training results, they must play a key role in the training process.   Their understandable and predictable  response to being excluded will range from apathy to resentment. While you may achieve excellent short-term results without the support of your management team,  permanent success is unlikely.

Bringing in an outside “expert” to help identify and refine guest service standards,  develop a training program, and  prepare your staff through “train the trainer” sessions is an excellent idea.  The ongoing  responsibility for employee training  should, however, rest with your managers and supervisors.  This is, after all, an integral part of their jobs.

Some of my clients have tapped another excellent trainer pool:  line or hourly employees.   These “designated” trainers  provide outstanding support to managers’ and supervisors’ training efforts while gaining valuable experience that prepares them for positions of greater responsibility.
When  establishing your training program,  do not forget the “carrot and stick."  I believe there must be rewards for things done correctly and consequences for things not done correctly.  This emphasizes the need for accountability and on the spot corrections.  Infractions not immediately addressed are perceived as condoned.


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: Key to Success: Training + Follow-Up / June 2000
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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