Training staff ensures
They know and understand company standards and practices
They can do the job well to please customers
They can do any job properly
On-the-job training:
Is carried out by a hotel manager
Takes place within the business
Means you get paid a higher wage
An advantage of on-the-job training is:
The trainer always knows what he is doing
It is less expensive
You know how to do the job quicker
You can train off-the-job:
Only at the weekend
At a local college
By getting help from another member of staff
An advantage of Off-the-job training:
You get a recognised qualification
You get a break from your regular job
You get to know other people
Distance learning:
Can be done at the person’s own speed
Means travelling from home
Is easier because a tutor helps you
Interpersonal skills are:
Important between all staff working in a hospitality outlet
Not important between the chefs working in the kitchen
Only important for receptionists
Three interpersonal skills are:
Body language, speaking, empathy
Listening, sleeping, respect
Manners, greeting, laughing
Empathy from staff is necessary when:
A customer does not understand the menu
A customer has been to the outlet frequently
A customer places an order on line
Managers must have effective interpersonal skills when:
Handling complaints
Talking to children
Planning a staff meeting
Staff working in hospitality:
May need training to develop interpersonal skills
Never need training to develop interpersonal skills
Always need training to develop interpersonal skills