© 2007, Educational Institute Chapter 4 Training and Orientation Supervision in the Hospitality Industry Fourth Edition (250T or 250)

© 2007, Educational Institute 1 Competencies for Training and Orientation 1.Explain the function of training within an organization and the supervisor’s role in training. 2.Identify the tasks performed in each step of the four-step training method. 3.Describe how learning styles and adult learning needs affect the training process. 4.Explain how orientations affect new employees and the organization.

© 2007, Educational Institute 2 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

© 2007, Educational Institute 3 Benefits to the Property Increases productivity Reduces costs Builds a strong employee team Decreases safety hazards Creates a better image (continued)

© 2007, Educational Institute 4 Benefits to the Property Builds repeat business Increases referrals Attracts potential employees Decreases absenteeism Reduces turnover (continued)

© 2007, Educational Institute 5 Benefits to Guests Provides high-quality products Provides high-quality services Makes their visit more pleasant Makes them feel they are getting their money’s worth Provides a safer visit

© 2007, Educational Institute 6 Training Tools Task list Job breakdown Job descriptions

© 2007, Educational Institute 7 Costs of Training Salaries of trainer and trainee Facilities Equipment Materials Possibility of more errors and less productivity during training Miscellaneous expenses

© 2007, Educational Institute 8 Costs of Not Training More mistakes Lower productivity Lost revenue due to poor guest service High turnover

© 2007, Educational Institute 9 Four-Step Training Method Prepare to train Conduct the training Coach trial performances Follow through

© 2007, Educational Institute 10 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

© 2007, Educational Institute 11 Conduct the Training Prepare the trainees Begin the training session Demonstrate the steps Avoid jargon Take enough time Repeat the steps

© 2007, Educational Institute 12 Coach Trial Performances Let the trainees practice Coach the trainees

© 2007, Educational Institute 13 Follow Through Coach a few tasks each day Continue positive support Correct the trainees when necessary Evaluate the trainees’ progress Get the trainees’ feedback

© 2007, Educational Institute 14 Learning Styles Visual learners Auditory learners Tactile-kinesthetic learners

© 2007, Educational Institute 15 Adult Learning Needs Attention span Sequence of instruction Repetition Motivation Participation

© 2007, Educational Institute 16 Types of Orientation General property orientation Specific job orientation