Welcome to INNsider Tips.

In today’s INNsider Tip, I will talk about segmenting your training.

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Acquiring the knowledge to do one task at a time well, will help your employees gain confidence, and as their confidence grows, so does their desire to master the next segment. For this reason, segmenting your training is important.

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Avoid the temptation to over talk and to micromanage.

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Both of these tactics send the signal that you lack confidence in your employee’s abilities. Quite often these tactics are enough to have good potential employees quit.

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These are the guidelines we recommend when training new employees, but this is just the beginning.

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Here are some specifics that should be covered in the initial training.  

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Initial Training Ideas

  • A clear job description outlining their responsibilities, and the importance of their role in the bigger picture.

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  • Clarify basic standards of dress

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  • Staff behaviour

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  • Break allowance and meals

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  • Health and safety

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  • The specific products available at your property (more about this in the upselling chapter)

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  • Specify your establishment’s standards for welcoming and greeting customers

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  • Dealing with their questions

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  • Dealing with difficult situations

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  • Customer complaints

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  • Awkward customers

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  • Support and teamwork

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  • Make sure the organizational structure is clear and that they know the line of reporting, and who to go to for help and guidance when needed.

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  • Contact numbers

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  • Establish procedures for sickness reporting

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Your goal is not only to have employees who can follow the step-by-step procedures for all their tasks but also to able to think on their feet, and this means all employees on your property.

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That is it for today’s tip.

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That’s today’s INNsider tips.

Until next time, have a fun day.

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A Division of Keystone Hospitality Development Consulting

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