InnFocus Fall 2023

“why” that positively impacts them such as “other hotels that
implemented this system reported that they could check people in
two minutes quicker, and the guest feedback about the check-in
experience increased by 15% after implementation.” Connection
to the “Why?” increases training success.
Explaining skills and tasks to learners is most effective using
easy-to-follow steps, which are clear, concise, and free of jargon.
If the steps are difficult, add more steps to the learning process.
Consider having check sheets or other training tools to supplement
your explanations.
Demonstrate
Demonstrating brings
a visual element to
your training. This is
not the time for the
trainer to show off
how good they are at
something; shortcuts and “pro tips” come later in the learning
process. Trainers should model the best way to perform the
task—safely with a focus on details and accuracy. As a trainer
plotting out how you will demonstrate a new skill or task, you
should question what is going to help the learner best understand
and visualize the task. Think about product sales at a home show
or on late night TV: people are more likely to purchase slicers,
knives, and cleaning products after witnessing the demonstration.
How will your “demo” entice the learner to follow all the steps to
success?
Try Out
Practice and repetition are simple but effective tools if used in
a planful way. Be prepared to safely stop the practice to allow
the learners to discover and correct their own errors. Be careful
to not let learners practice bad techniques. When people are
“getting it”, ask open
ended questions like
Plan your ideal lesson and plan to adapt
that lesson when the inevitable need
for change arises.
“How did you know you
were doing it right?”
or have the learner
train you on the task to
demonstrate that they
truly understand what
they’re doing. Another
effective technique is to have the learner verbally repeat the steps
as they perform them.
Trying out new tasks is most effective when the pressure is off.
For example, practicing checking in a guest for the first time, on
a new system, is much easier in the back office than it is with real
guests lining up in the lobby. Investing in a bit of extra training time
so that your staff have a safe place to learn will pay future dividends.
14 InnFocus