Hospitality Supervision and Training Skills

Assessment 2A
ACER [Pick the date]

Hospitality Supervision and Training Skills

Introduction The word Training simply signifies the art of making others learn something in which one is expert at. Training not only helps the person get a whole idea about the actual method of doing a work, rather it builds a trust between the trainer and the trainees which is most important in order to perform a task confidently and without any mistake. The report provides a detailed idea about the views of different authors in the context of what they think training is and its types. It also contains the actual role of a trainer and different barriers on the way to training. And at last the report explains about the different steps to be taken in account while training which include Prepare, Present, Practice and Put to Work.

1.

Training

According to Lucas, (1994) and Cheng, (2005) training is a set of action which can be formal or informal and helps to enhance the cognition, attitude and acquirement level of employees. They also suggested that training is a kind of education which (latter---------- pls check if its later coz i feel its not necessary and if required it sud b later) gives background info to the trainee and helps them in building better understanding for their respective jobs. In other hand Pont, (2003) has suggested that training is a tool to make people as an individual and aid them to grow confidence level and competency level for their jobs and as well as lives.

2.

Types of training

According to Robbins et al, (2009) training can have 4 types;

Technical skills development training: It is provided to employees for

developing and upgrading their technical skills.

Interpersonal skills development training: It helps to develop interpersonal

skills like communicating ideas, team player and listening skill of the employees.
2

Hospitality Supervision and Training Skills Problem-solving skill development training: Generally this training is given to

managers and non-routine task employees who needs to encounter issues in their jobs.
Ethics training: According to a survey done among 1000 U.S Corporations it

was found that about 75% of their employees had got ethical training which proves to be an essential part of training particularly to the newly recruited staffs during their orientation programme.

3.

Role of a Trainer

According to Mitchell, (1998) aim of a trainer is to see whether the trainees are learning what they are expected to learn and the way he wants them to learn. He has/had stated some of the vital roles of a trainer towards giving a good training.
Setting an agenda and keeping a track on time: The trainer should always

prepare a written plan about how he is going to conduct training keeping in mind the time factor.
Maintaining training objectives: The trainer must focus that trainees do not get

distracted. He should take care of the small things like comfortable seating arrangement, good lighting, and adequate temperature.
Fairness: All the trainees should be treated equally and should be accessed

fairly. This will create a sense of trust among the trainees for their trainer.
Listening: The trainer should always listen to the problem of the trainees and

answer to their queries.

Focusing: The trainer should try to gain the attention of the trainees in order to

keep them involved and allow them to learn.

4.

Barriers of training

According to Janakiraman, (2007) training can have the following barriers:

Hospitality Supervision and Training Skills Trainers may understand that by providing training every problem of the

organization can be solved but it would be simply waste of time, energy, credibility and money if training would not be the best solution for that issue. Needs and objectives must match to approach successful training. Training should not be based on what is good to know but it should be based on the learners need and things which can improve learners performance on the job. Before attempting training one should have recognised the differences of activity based and result based training.
Training should only be done to fulfil job related needs instead just for the

sake of numbers.

5.

Methods of conducting training:

According to Miller et al (2007) and Wagen and Davies (2003), training can be conducted considering the following four steps: Prepare / Preparation: This step involves planning on the way of conducting the training which includes certain decisions to make like the location and materials required for the training. The trainees should be clearly outlined about the importance of training i.e., the assessment criteria as well as the level of expectation from them. Present / Show and Tell: The second step involves demonstrating the trainees about what to do and asking them to practice the work. While demonstrating, the trainer should cater to the questions asked by them in a simple language and precise manner, so that the trainees do not get confused. It is very important to give an excellent demonstration because You cannot give a second-class demonstration and expect the worker to do a first class job. Miller et al (2007 pp 270) Practice / Performance: After he finishes, the trainees should be allowed to practice the work. In between he should ask question to make sure the trainees have understood the right thing. After the trainees complete the task, the trainer should give them feedback about how he would grade the job. If the work is done well, he should appreciate them and if they have done few mistakes, he should point out and
4

Hospitality Supervision and Training Skills

correct them. If the job is not satisfactory, the trainees should be asked to repeat it until the performance is satisfactory. Put to Work / Follow-through: The trainees should now be left on their own in the actual job and grasp the essentials in order to match with the speed and quality of work. He should keep a watch on them from the background. He should analyze their performance and let them know their weak points in due course of time. When the staffs start doing the job as per expectation, they should be left on their own.

Conclusion Training always has a vital role to play in every organization and especially the customer oriented ones like The Hospitality industry where customer is everything for the organization. In such industries it is the people serving people and the preferences, likes and dislikes of one customer varies with the other. So, it is important for the organization to train their employees to judge the mentality of the customers and give them the right service at the right time. The job of a trainer is the most difficult one because If he fails to do his job, it is the organization which has to suffer at the end of the day. (Word count: 1100)

Hospitality Supervision and Training Skills

References
1. Cheng, P.L.K. (2005) Training Success-Understanding the learning and

training essentials. India: The ICFAI University Press.

2. Janakiraman, B. (2007) Training and Development: Indian Text Edition.

India: Biztantra, An imprint of Dreamtech Press.

3. Lucas, R.W. (1994) Training Skills for Supervisor. USA: Malloy

Lithographing, Inc.
4. Miller, Jack E., Walker, J.R. and Drummond, K.E. (2007) Supervision in the

hospitality industry (5th ed.) Canada: Jhon Wiley & sons, Inc.
5. Mitchell, G. (1998) The Trainers Hand Book: The AMA guide to

effective training (3rd ed.) New York: Amacom.

6. Pont, T. (2003) Developing effective training skills: From personal

insight to organisational performance. London: CIPD House.

7. Robbins, S.P., Judge, T.A., Odeudaal, A. and Roodt, G. (2009)

Organisational behaviour: Global and Southern African Perspectives (2nd ed.) South Africa: Pearson Education.
8. Wagen, L.V.D. and Davies, C. (1998) Supervision and leadership in tourism

and hospitality (1st ed.) India: Global Books and Subscription service.

Hospitality Supervision and Training Skills

Appendix

Training plan Task: Doing the basic table layout for a table dhte cover. Prepare: 1. Arrange time and place for training

2. Brief employee beforehand: Task outline, importance of training, timing and outcomes of training. 3. Assemble equipments and other things required for training. Table & Chair Table mat Crockery and cutleries Water Goblet Wine glass Cruet set Napkin Service Salver Bread basket Bud vase with flower arrangement Ashtray

Present: 1. Steps Arranging table and chair properly

7

Hospitality Supervision and Training Skills

Spreading the mat in the middle of the table Laying side plate at the centre of cover Placing joint knife, fish knife and soup spoon towards right of the plate Placing Joint fork and Fish fork towards left of the plate Placing Sweet fork and Sweet spoon above the plate Moving side plate to the left of cover Placing side knife on top of the side plate Placing the napkin in the middle of the cover Placing the water goblet at the tip of the joint knife Placing the wine glass diagonally towards the left of the water goblet Placing the bud vase at the top of the sweet spoon in the middle Placing the cruet set to the left of the bud vase

Placing the ashtray to the right of the bud vase

2. Explanation Before laying the cover, one should properly arrange the table and chair. One should check whether the tables and chairs are properly cleaned and whether all the chairs and tables are in alignment The crockery, cutleries and glass wares should be thoroughly checked for cleaning before laying them on the cover Cutlery should be laid from a service salver When laying a cover the cutleries should be laid from the inside to the outside of the cover
8

Hospitality Supervision and Training Skills

In case of a table dhte cover, the first thing to be laid is the side plate in the centre. This is done to ensure that the covers are exactly opposite one another and that the cutleries of each cover are the same distance apart. After the cutleries are laid out, the side plate should be placed to the left of the cover and napkin in the middle of the cover.

3. Practice: Observation points process Proper alignment Sequence of laying Cleanliness Time consumed Questions Why the side plate is place in the centre first? Why the cutleries are laid from inside to outside? Why do we use salver and a serviette to lay the crockery cutleries and glass wares? Why the sequence of lying is done?

4. Put to work:

Managing workflow: Finishing as quick as possible Pay attention on the cleanliness part After lying out, rechecking for any missed outs The cover should look good and well balanced

Questions: Why cleanliness is so important? Why time factor is important? Why rechecking should be done?