InnFocus Fall 2023

Follow-up
Training is not a one-time event; it is best thought of as a
process or as a journey. What are the one-day, one-week,
and one-month goals? What are the accomplishments along
the way that should be recognized? Are the goals and the
accomplishments to be recognized tied to the bigger picture,
which is why you’re doing this?
Learners should be aware of different options to go for
help if it is needed. Can visual aids be placed where the
task is performed or is there a website or instruction manual
nearby? Finally, during the follow-up phase, continue to
provide specific feedback at both the individual level (you
need to pause after asking the guest how they are going
to pay) and group level (our average check-in time dropped
two minutes last month).
Continuously strive for improvement each time you
conduct training. Have you got feedback loops built into
your training from learners and are you achieving the
outcomes you set out to attain at the start of the training
process? Continual improvement in training can make
your hotel more successful with better engagement,
reduced turnover, and improved productivity.
Angela Sosnoski is a consultant at HR West focused on
workplace investigations and anti-bullying and harassment
training. She can be reached at angela@hrwest.ca.
InnFocus 15