Hospitality services, like food and lodging services, aim to deliver an exceptional experience to their guests. Operations and amenities are driven by customer needs. Hospitality training addresses needs and increases the quality of service.
Hospitality training is a proactive measure. The more knowledgeable and skilled hotel and lodging workers, the higher quality of service output. Here are some of the ways hospitality training is used to address challenges within the industry:
Reducing Turnover with New Hire Training
For the second consecutive year, the turnover rate exceeded 70 percent in the hospitality sector. Turnover is costly from many standpoints.
It costs time and money to hire, onboard, and train new employees. Some hospitality executives use the cost of turnover to argue against training initiatives. From their point of view, the time and personnel spent training employees that simply leave is a waste of budget.
However, research conducted by the Council of Hotel And Restaurant Trainers (CHART) shows otherwise.
In fact, when more time is dedicated to ongoing employee training, the lower the turnover rate. Further, investing in orientation helps reduce turnover. Early engagement efforts with new employees are shown to increase retention.
The majority of orientation is conducted person to person, providing new hospitality employees with basic knowledge, expectations, code of conduct, and company value props. Hospitality training is typically a mixture of training materials, job shadowing, and instructor-led training.
Mimeo’s Take: Orientation and new hire training are important in driving down turnover rates. Push training initiatives by delivering hospitality training materials to new employees at all hotel and lodging locations.
Preventing and Managing Crises
No organization is immune to a crisis. However, there are best practices and steps that can be taken to prevent and manage crises. Compliance training plays a major part in crisis prevention.
Food safety, sanitation, and allergy alerts are top priorities. In particular, food safety is something that should be addressed daily. Both back of house and front of house employees should have food safety and sanitation knowledge.
Providing specific training focused on these priorities lowers the risk of crises, like food contamination.
Mimeo’s Take: While compliance training helps test and validate participants’ knowledge, it is equally important to provide on-the-job reference materials. Checklists, guides, posters, and handbooks continue your hospitality training efforts.
Improving Guest Services
Negative online reviews can lead to a lot of unwanted vacancy. Training staff on customer service skills improves the experience and satisfaction of a customer’s stay. In fact, the hospitality industry is susceptible to harsher degrees of criticism.
“Customers in the hotel industry are notorious for high expectations and complaints,” suggests customer service fanatic Flavio Martins of Win The Customer, “A staff well trained in managing complaints, but more importantly avoiding them in the first place, will do better overall.”
Define your establishment’s standards and train all staff on them, no matter their position within the company. When upper management holds themselves to these standards, it trickles down to FOH and BOH unit level employees.
Mimeo’s Take: Customer service standards can be reinforced through training materials and handouts. Don’t leave any staff member behind and print customer service content in multiple languages.
Creating a Culture of Success
CHART’s findings also showed that 75 percent of hourly and manager terminations were voluntary — contributing to the high turnover rate. Yet, approximately 50 percent of hotel general managers got their start in entry-level positions. A positive workplace culture can increase retention while improving employee happiness.
As a result, employees will more likely move up the chain within the same company rather than jumping from hotel to hotel.
One way to build a strong company culture is through ongoing hospitality training. Training initiatives show that management values their employees. Additionally, it provides them an opportunity to grow and succeed within the industry.
Mimeo’s Take: Support all hospitality employees with training and development. Hotel operations and training departments should have a solution where they can order materials to any location for any stage of employee development.
It’s time-consuming and error-prone to track every package you send to geographically disparate hotel and lodging locations.
Mimeo Tracking delivers a seamless experience with complete invisibility into every step of a package’s journey through status updates and maps — including if they were processed, in transit, delivered, or signed for.