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HFT 2220

Learn the importance of orientation and training in creating a comfortable work environment, improving employee performance, and achieving business goals. This chapter covers orientation strategies, training process, selecting training methods, and coaching trial performance. Discover how to meet the diverse learning needs of employees and evaluate training effectiveness.

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HFT 2220

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  1. HFT 2220 Chapter 6 Orientation and Training

  2. Orientation Why do we do it?

  3. Orientation Participation • Should include all levels of management • Orientation should be done for new managers as well as new hourly employees • Should make new employee comfortable with new surroundings • Helps the employee to see how their job fits in to the overall picture

  4. Orientation Should Include • Organizational policies • Operational policies • Tour • Departmental responsibilities • Job responsibilities • Safety procedures

  5. Training • Hospitality is a service business, a product produced and delivered at the same time • Training is a never ending process

  6. Needs assessment Establishment of training criteria Pre-testing Implementation Identification of training objectives Selection of trainees Selecting proper training methods & techniques Evaluation of training Four stages of the Training Process

  7. Four Step Method of Training Employees • 1) Prepare to train • 2) Conduct the training • 3) Coach Trial Performance • 4) Follow through

  8. Are employees new? Increase in complaints? Crisis Management? High turnover Absenteeism New equipment or procedures? Higher costs? Increase in accidents? Increase in mistakes Productivity? Performance? Step 1: Prepare to Train

  9. Trend Analysis • Identify and use sources of data that can provide valuable information regarding training needs. • Performance reviews • Absentee records • Turnover • Complaint logs • Exit interviews

  10. Job Analysis • Task list • Job breakdown

  11. Set Training Objectives • Outline what a trainee should know and be able to do after training • Provide focus for training activities • Alleviate trainee stress • Objective should be reached • Facilitation

  12. Know your Participants • Different learning styles • Visual learners • Auditory learners • Kinesthetic learners

  13. Visual Learners • Prefers note taking • Learns by seeing • Thinks in images or pictures rather than words • Benefits from illustrations • Charts, graphs videos

  14. Auditory Learners • Learns by hearing • Handouts are more helpful after hearing it spoken • Learns best when hears someone talk about an idea or discussing it with someone else • Able to concentrate on what someone else is saying • Benefits from storytelling, small group discussions

  15. Kinesthetic Learners • Hands on learner • Needs to be actively and physically involved • Likes to gesture • Remember what was done but has difficulty remembering what was seen or said • Communicates by touching • Doodles • Benefits from – role playing, practice, demonstrations

  16. Develop Lesson Plans & Support the Training • Managers should: • Learn about the course • Communicate reasons for training • Minimize interruptions • Debrief the employees • Make the material part of the job culture

  17. Step 2: Conduct the Training • T – Teach by showing • R – Repeat until comfortable • A – Ask questions • I – Imitate work conditions • N – Note good performance

  18. Steps to Follow • 1) Go slowly • 2) Make sure everyone can see and hear • 3) Sequence the tasks properly • 4) Segment and pace the information • 5) Discuss quality standards • 6) Highlight safety issues • 7) Go over each step at least twice • 8) Emphasize evaluation standards • 9) Avoid jargon

  19. Training Techniques • Demonstration • Shadowing • Role Plays

  20. Demonstrations • Advantages – Visual, gives a model to follow • Disadvantages – May require equipment or set up, not all trainees may be able to see or hear

  21. Shadowing • Advantages • Takes place in the work setting • Can address language issues • Helps employee learn company culture • Disadvantages • Depends on the trainer • Trainee may pick up bad habits

  22. Role Play • Advantages • Practice new skills • Trainer can see how well the trainee will do • Disadvantages • Must be taken seriously • Everyone may not get a chance to participate

  23. Step 3: Coach Trial Performance • Used for training job skills. • Tips for coaching • Remain relaxed and patient • Compliment • Don’t push the trainee • Spend more time on skills less understood • Explain by telling why • Skills develop with practice

  24. Step 4: Follow Through • Coaching must be on going • Evaluate the training • Employee reaction • Learning acquired • On the job behaviors • Bottom line results

  25. Questions?

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