Hotel OnlineSpecial Report Key to Success: Training + Follow-Up 
E-mail: [email protected] by Harry Nobles, June 2000
A training program is only as good as its follow-up. An effective follow-up phase includes several things:
- getting feedback from trainees;
- assessing the results;
- reinforcing key points;
- making on the spot corrections, and
- 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.
Contact:
Harry Nobles Hospitality Consulting POC: Harry Nobles E-mail: [email protected] Phone: 757-564-3761 Fax: 757-564-0076 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: 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