Hotel Front Office Management, 3rd Edition

ADMINISTERING A TRAINING PROGRAM 349Figure 12-2. The tickler file helps the front office manager to check up on employee trainingstatus.Training FileEmployee Name:Session:Orientation ProgramDate: 12/1Comments:Employee very enthusiastic; possible interestin reservationist positionFollow-up:12/5 Show rooms again.12/6 Meet night auditor.Trainer:JBSession:Guest Check-inDate: 12/6Comments: Rated 80%, 1st attempt on 12/6Rated 85%, 4th attempt on 12/9Follow-up:12/15 Check to see if flow has picked up.Trainer:JBtraining tickler file, a database that keeps track of training sessions and alerts trainers toimportant upcoming dates for each new employee, listing the name of the training session,date of the session, comments, and date for follow-up. Figure 12-2 demonstrates howthis management tool can be used. This type of information can be processed in a separatedatabase program on the PMS or maintained in an index card file.The follow-up completes the training session because it provides the feedback thetrainee needs to meet the behavioral objective. It also assures management that the skillsnecessary to deliver hospitality have been planned, demonstrated, practiced, and mastered.Administering a Training ProgramPlanning the training program includes making provisions for administering it. Manydetails must be coordinated. Accurate but flexible schedules for offering training sessionsmust be set and maintained. Progress charts on employee training should be producedand displayed. Content preparation and duplication of training materials must be completedin a timely fashion.TLFeBOOK