The chief function of business in the hospitality industry is to serve people – whether it is food, accommodation or a combination of both. The importance of employee training and development is something that can not be overstated and is something that should not be overlooked. All staff in the hotels ultimate aim should be for guest satisfaction. If staff do not understand their role fully or are not trained, how can they deliver the service your guests expect. We all understand that training can be expensive, but the benefit will outweigh the cost involved. It is important to remember that without proper training, employee-guest encounters can go off track, which ultimately will affect your business and profit margins.
If you have tight budget constraints, there is no need to train everyone, but focus on the areas that are under-performing. If you have noticed an increase in complaints from guests about food quality and service, your training should focus on these areas specifically. The benefits will soon start showing when customers complaints start turning into praise.
New recruits should be trained soon after they have been hired. You need to start instructing them on your standard operating procedures and the specifics of their jobs. By doing so places them on the right path from the beginning of their employment and should prevent bad habits from developing. Staff training for new hires should go well beyond the initial orientation, which typically focuses on your company policies and employee benefits; consistent training can contribute considerably to the advancement of your organization. When you invest in new employees by providing learning opportunities, they may be inspired to do more than the minimum required of them. Adequate and appropriate training furthers your ability to determine the potential superstars who might be shaped into leaders. And focused training has a trickle-down effect: New employees learn from well-trained workers optimum ways to advance customer satisfaction.
Developing your employees is essential to providing a consistent level of guest satisfaction over time. After you’ve built a reputation for excellent service, you might select your top performers to take part in advanced training that may be associated with promotions. The importance of progressive employee advancement is not lost on your workers. Your investment in fostering new supervisors and managers demonstrates your confidence in the people who work for you. The hospitality industry, with its high turnover rates, can benefit from grooming outstanding individuals. Doing so retains consistency within the business as well as enhancing your future work force.
Providing ongoing attention to training and development affects your business’s ability to remain competitive. Hospitality is fast paced and constantly evolving. The best way to beat your competitors may be through ensuring your employees’ expertise in performing the day-to-day necessities, such as maintaining exceptionally high levels of housekeeping or making sure front desk employees are adept with computers and other technological tools required in their jobs. Frequently revisiting customer service training, such as how to address visitors in both positive and negative situations, can ensure your guests enjoy their stay and depart with plans to return.
Well done to Elephant Lake Hotel and Safari in St Lucia for recognizing and investing in your staff. If you ever find yourself in the area, why not stay at this lovely hotel and enjoy true customer service – the way it should be!
Training covered – Food and Beverage; Housekeeping; Front Office; Managers on Duty all training also incorporated Customer Service and attention to detail.
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