Your Associates are Your Best Asset

Having excellent associates with strong skills is always important. However, if we are heading into a recession as many predict, these people will be more important than ever. When you feel that you need to shave something from your budget, try not to eliminate something that needs to be an ongoing activity at your property. The consistent construction and polishing of both technical and professional skills are more critical than ever. The most successful companies recognize that.

Some hoteliers may have to make hard decisions to cut costs. But don’t short change your best secret weapon during challenging economic times...your staff. They have the ability, when properly trained and supported, to sell your property like no other asset on the books. They’ll do it through superb service, endless enthusiasm and smart decision-making. They are your team. They can become your winning team.

An essential component of this investment in your associates is to make sure the training you provide, sticks. Learning is a process, not a single magical event. It requires the involvement of both the associate and you, their manager, over a period of time. To make the impact you need, there are activities required before, during and after training sessions.

Before the Training Begins

• Design classes with specific job objectives and tasks in mind.
• Pre-plan quick reference materials for job tasks. Everyone needs a reminder now and then.
• Make Learner/Manager Agreements. Build in mutual accountability.
• Make sure the person responsible for training understands learning processes.
• Discuss everyone’s responsibilities before, during and after the class.

During the Training Class

• Communicate and get agreement on the objectives. What’s the end-result supposed to be?
• Make sure to incorporate job examples so they can “see it” in action.
• Include practice exercises. Better to make mistakes in class than on the job.
• Discuss how to apply new tools, techniques, skills on a daily basis.
• Respect their diverse knowledge starting points and learning styles. This will keep them motivated.

After the Formal Training

• Investigate…make sure they are applying new information. Encourage continual improvement.
• Make it safe to try and fail. Demonstrate your trust in them.
• Appreciate and recognize small changes in behavior. Remember, it’s a journey.
• Conduct follow-up chats with supervisors for their perspective on changes in behavior.
• Be open to enhancing future training sessions and creating coaching opportunities.
• Arrange for past graduates to be mentors.

Some customers will overlook older soft goods if the room is impeccably clean and the housekeeper shows interest in making them feel welcome. Guests will return to your property if the friendly and knowledgeable guest representative makes them feel special each time they come. New carpeting can’t do that. It’s the well-trained concierge who can make a difficult business trip productive by finding the right place to take their client. Your staff provides the best return on investment.

Invite every supervisor/manager to participate in training. This provides credibility and importance to the events. By inviting all to attend, you will include those who might need the assistance but are reluctant to admit it. You’ll also ensure you have the most competitive team in your market.

d'Orleans Hospitality Training 7001 St. Andrews #317 Columbia, SC 29212 803.781.4824 (tele/fax)