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2009 State of Training and Development in the Hospitality Industry Report

2009 State of Training and Development in the Hospitality Industry Report. Background and Objectives. To help hospitality organizations benchmark learning investments and practices. To research trends in the hospitality workforce learning profession.

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2009 State of Training and Development in the Hospitality Industry Report

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  1. 2009 State of Training and Developmentin the Hospitality Industry Report

  2. Background and Objectives • To help hospitality organizations benchmark learning investments and practices. • To research trends in the hospitality workforce learning profession. • To help CHART advance training professionals.

  3. Methodology • An online survey was conducted by Maritz Research. • CHART members received an email invitation to participate in the online survey. CHART members were also sent three reminder emails. • A total of 140 (36%) eligible CHART members completed the online survey. • The survey was approximately 10-15 minutes in length. • Four American Express gift cards worth $250 each will be given away in a random drawing as an incentive for participation.

  4. Who Participated?

  5. Who Participated?

  6. Who Participated? • 76% have 7+ years training experience • Only one person has been training less than a year • 81% started their hospitality careers in operations • 9% started in training; 3% in HR • Reporting Structures • 36% report to operations • 32% human resources • 22% to the President/CEO

  7. Salary Breakdowns

  8. Number of People in Training Department

  9. Number of Employees 9

  10. Number of Locations 10

  11. ‘How Much Time Do You Personally Spend in the Following Areas?’ Average Percentage of Time Allocated

  12. ‘Approximately, how much did your company spend last fiscal year on training in total (including salaries, benefits, travel and in-house development)?’ Average $ Spent on Training Note: Very small sample sizes for Resort/Club and On-Site/Non-commercial

  13. Over the past 18 months, has your training budget…?

  14. How much did your training dept.spend on outside resources? Average $ Spent on Outside Resources (defined as equipment, supplies, hardware, software, videos & vendors/consultants)

  15. What external services have you used within the past two years?

  16. Internal vs. External Content • 91% create content internally ‘always’ or ‘most of the time’. • 92% of respondents personally develop training materials. • 56% use external content • But over 90% of the time this represents less than 25% of the total training content. • Despite the general decrease in training budgets, 56% who use outside vendors for training, have not changed their degree of use. • Slightly higher percentage (28%) said their use of vendors decreased vs. increased (15%).

  17. After the first 90 days, how much money is spent annually per employee on career development?

  18. Hours of Training Provides 100+ Hours of Training for the Following: Provides 1-9 Hours of New Hire Orientation for the Following: Q18. How many hours of training does your company provide annually for the following? Q19. How many hours of new hire training for each employee type mentioned below does your company dedicate to orientation?

  19. Training Content Average Percent Training for Hourly Employees

  20. Training Content – cont’d Average Percent Training for Managers

  21. Percentage of Training Budgets Average % Training Budget Dollars Geared Toward

  22. Percentage of Training Time Average % Training Delivery Time Geared Toward

  23. Average Percent of Training Methodology

  24. The Link Between Service & Job Satisfaction • All respondents were asked: • ‘Our company is recognized for providing excellent customer service’. • ‘If I could, I would invest money in my company’. • Overall, 23% said they’d invest their own money in their company. • 37% when customer service was considered ‘excellent’ • 15% otherwise

  25. Insights Severe lack of development for employees after the first 90 days Multi unit managers are woefully underserved Fine dining & hotel segments seem to have smaller training departments & little to no instructional design departments, therefore spend more on external resources Though we talk about electronic learning, books and videos are still tops Hotels more focused on e-learning for delivery Good information for developing job functions and time allocations

  26. Opportunities for Further Exploration Correlations between key training indicators vs. key operations indicators Trainer job satisfaction & effectiveness by reporting relationship Look at employee engagement vs. key indicators

  27. Questions?

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