Chapter 4 Training and Orientation

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Chapter 4Training and Orientation
Supervision in the Hospitality Industry Fourth
Edition (250T or 250)
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Competencies forTraining and Orientation

• Explain the function of training within an
  organization and the supervisors role in
  training.
• Identify the tasks performed in each step of the
  four-step training method.
• Describe how learning styles and adult learning
  needs affect the training process.
• Explain how orientations affect new employees and
  the organization.

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Benefits to Trainee

• Prepares employees to do their jobs
• Improves self-confidence
• Improves motivation
• Improves morale
• Prepares for promotion
• Reduces tension and stress
• Provides an opportunity to succeed

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Benefits to the Property

• Increases productivity
• Reduces costs
• Builds a strong employee team
• Decreases safety hazards
• Creates a better image

(continued)
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Benefits to the Property
(continued)

• Builds repeat business
• Increases referrals
• Attracts potential employees
• Decreases absenteeism
• Reduces turnover

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Benefits to Guests

• Provides high-quality products
• Provides high-quality services
• Makes their visit more pleasant
• Makes them feel they are getting their moneys
  worth
• Provides a safer visit

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Training Tools

• Task list
• Job breakdown
• Job descriptions

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Costs of Training

• Salaries of trainer and trainee
• Facilities
• Equipment
• Materials
• Possibility of more errors and less productivity
  during training
• Miscellaneous expenses

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Costs of Not Training

• More mistakes
• Lower productivity
• Lost revenue due to poor guest service
• High turnover

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Four-Step Training Method

• Prepare to train
• Conduct the training
• Coach trial performances
• Follow through

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Prepare to Train

• Write training objectives
• Develop step-by-step plans
• Decide on training methods
• Prepare a training schedule
• Select the training location
• Prepare the training area

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Conduct the Training

• Prepare the trainees
• Begin the training session
• Demonstrate the steps
• Avoid jargon
• Take enough time
• Repeat the steps

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Coach Trial Performances

• Let the trainees practice
• Coach the trainees

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Follow Through

• Coach a few tasks each day
• Continue positive support
• Correct the trainees when necessary
• Evaluate the trainees progress
• Get the trainees feedback

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Learning Styles

• Visual learners
• Auditory learners
• Tactile-kinesthetic learners

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Adult Learning Needs

• Attention span
• Sequence of instruction
• Repetition
• Motivation
• Participation

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Types of Orientation

• General property orientation
• Specific job orientation