Hotel Front Office Management, 3rd Edition

346 CHAPTER 12: TRAINING FOR HOSPITALITYso that the trainee can observe as it is presented. The trainee who cannot see the skillbeing presented will have a much harder time understanding and retaining the skill. Ifthe trainee is left-handed, special presentation planning is required. Perhaps standing infront of the left-handed person for the presentation will allow him or her to reverse someof the items mentally. If the trainer is aware that the trainee is left-handed (in a righthandedoperation), training time and employee errors will decrease.The trainer must speak clearly and distinctly. Mumbling or talking too quickly willonly confuse the trainee. The trainer must consider not only what he or she says but alsohow it is stated. If the trainer’s tone of voice implies that the trainee is incompetent, heor she will alienate the trainee. Instead, the trainer should encourage the trainee’s efforts,offer praise when a skill is mastered, and always be patient.Every industry has its own jargon. Trainees should learn the jargon during training.For example, house count, reg card, no-show, sleeper, full house, late arrival are all termsused in the industry. Even if the trainee has had previous experience at another lodgingproperty, it is still necessary to review these terms, to be sure that the trainee understandseach term as it is used at the establishment where he or she will be working. For example,at a former job, the term late arrivals may have referred to guests who arrive after 9:00p.m.; at the current establishment, however, late arrival may refer to anyone arriving after4:00 p.m.The presentation should be broken down into logical, sequential steps. The step-bystepprocedure that was previously prepared will allow the front office manager to presentthe material in an orderly fashion. Trainees will understand such straightforward instructionsas “Press this key on the keyboard to activate the registration menu” more easilythan they will understand “Here is the registration menu ...Oh,waitaminute.Let’sgoback to the reservation menu to see something ...”Printedmaterial that outlines theprocedure will help the trainee to learn the skill with practice.The trainer is encouraged to think out loud, explaining every step and its importanceas the skill is demonstrated. The trainee can then logically follow the demonstration. Ifthere are questions, the trainee will feel more comfortable asking them. This communicationprocess also encourages the trainer, who can observe whether the trainee is pickingup on the skill. The more the trainee is involved in the process, the more likely learningwill occur.After training is complete, a front office manager should watch how the employeeperforms on the job. If skills are performed correctly, it is a good indication that thetraining has been successful. Conversely, if the employee is confused or makes mistakes,it is possible that a trainer wasn’t stopping to make sure that the trainee was followingalong. As with anything else, being a good trainer comes with experience.METHODS OF PRESENTATIONThe methods a trainer selects to train an employee will depend on the particular topicbeing presented. Clerical and computer skills are usually taught by demonstration andon-the-job training. Maintaining customer relations is usually handled with role-playing,TLFeBOOK