Hotel Front Office Management, 3rd Edition

C H A P T E R 1 2Training for HospitalityOPENINGDILEMMACHAPTER FOCUS POINTSEnrique Garcia, a hotel general manager, has heard the last complaint abouthis staff! He is so tired of writing letters of apology and comping guest staysbecause of poor delivery of service. Recently, a guest complained that after heleft the front desk area in his wheelchair, one desk clerk was overheard makingan unkind remark. Two days before that, another hotel employee took 45minutes to respond to a guest’s request for assistance in moving a heavy boxfrom his room to the lobby area, and that same person said it took 10 minutesto go through the check-in process. Mr. Garcia wants to contact an advertisingagency that will assist him in cleaning up the hotel’s image.• Determining employeehospitality qualities• Screening for hospitalityqualities• Developing an orientationprogram• Developing a trainingprogram• Cross-training employees• Developing a trainer• Practicing empowerment• Applying the Americanswith Disabilities Act(ADA)Determining Employee Hospitality QualitiesAssessing personnel needs requires identifying the skills and character traits required todo a particular job. Frequently, the front office manager can recite a list of problems withfront desk personnel but cannot identify their strengths. The ability to recognize positiveTLFeBOOK