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Certified Hospitality

Department Trainer
Chapter one

Training Overview
Purpose Of Training

► S tandards.

► S ervice.

► S afety.
Benefits Of Training

Benefits to Benefits to
trainees property

Benefits to
Training Methods
► Group training.

► One-on-one training.

► On-the job training.

► Off-the job training.

Qualities Of Good Trainer

1. Have self-confidence.
2. Are patient.
3. Are flexible.
4. Enjoy teaching.
5. Are respected by trainees.
6. Have a good sense of humor & use it as a
training tool.
7. Get along well with different types of
8. Display a consistent positive attitude.
9. Are enthusiastic about the department and
the property.
10. Are enthusiastic about training.
11. Have a personal commitment to
excellence in all areas of performance.
12. Have a working knowledge of job skills and
13. Make decisions and solve routine job-
related problems.
14. Effectively organize work tasks and
accomplish duties on a timely basis.
15. Interact well with other departments.
16. Listen well
17. Have good communication skills.
18. Spend the time necessary to properly train
19. Understand the qualities of effective
employees and model or train those qualities.
20. Encourage trainees to think about how the
training applies to their jobs.
21. Persuade trainees to set goals for themselves
in training.
22. Invite trainees to ask questions.
23. Invite trainees to find better ways do things.
24. Praise even the smallest successes.
25. Encourage and support trainees.
26. Share personal experiences and even
mistakes with the trainees.
27. Reward trainees for training
28. Firm.
29. fair.
30. Friend.
Understanding The Job (s) You

► Task list.
► Job break down.
► Job descriptions.
► Training from experience.
► Training to standards.
Scheduling Training
1. The schedules of those being trained.
2. Your own schedule; your other job duties
3. Availability of other employees to cover
normal work functions.
4. The number of interruptions you are likely
to receive from guests or
5. Availability of training location.
6. Availability of resources to be used
in training.
7. Number of trainees.
8. How long the training will take.
9. The topic you will be training.
10. Business volume.
11. Trainees’ special needs.
Reinforcing Training
► Lettrainees know that the training will be
valuable & will help them on the job.

► Talk
with the employees about their training
experience & how it applies to their daily work.

► Make sure trainees have a chance to practice

their new behaviors, skills and knowledge.
► Compliment employees when they successfully use
what they learned in training.

► Modelfor the employees the behaviors, skills &

knowledge you are training.

► Coach trainees to help them feel comfortable &

confident with their new behaviors, skills &
► Tell
the trainees that their
performance should reflect what they
learned in training.
Measuring Training

► Observation.
► Possible reasons.
► Possible solution.
Costs Of Training
► Salaries of the trainer & the trainees.
► Facilities.
► Equipments.
► Materials.
► Possibility of more errors & less
productivity during the initial training
► Other miscellaneous expenses.
Costs Of Not Training

► More mistakes.
► Lower productivity.
► Lost revenue.
► High turnover.
Chapter Two

Four-Step Training Method

Step 1 - Plan And Prepare To
A- Planning Considerations :

► Who ?
► What ?
► When ?
► Where ?
► Why ?
► How -Long- Much- Many ???
B- Suggestions For Preparing To train :

► Write training objectives .

► Develop step by step plan .
► Decide on training method .
► Prepare a training schedule .
► Select the training location .
► Prepare the training area .
Step 2 - Conduct The Training

►T each by showing.
►R epeat until comfortable.
►A sk questions.
►I mitate work conditions.
►N ote good performance.
Suggestions For Conducting The
Training :
► Prepare the trainees.
► Begin the training session.
► Demonstrate the steps.
► Avoid jargon.
► Take enough time.
► Repeat the steps.
Step 3 - Coach Trial


► Let the trainees practice.

► Coach the trainees.

Step 4 - Follow Through


► Coach a few tasks each day.

► Evaluate the trainees’ progress.
► Continue positive support.
► Correct the trainees when necessary.
► Get the trainees feed back.
Chapter Three

What Employees Expect From
Training ???

► Professional growth, not grades.

► Practical training.
► Job-related training.
► Appreciation of their past
► Comfortable, relaxed training.
► Participation.
** People Remember
► 10 % of what they read.
► 20% of what they hear.
► 30% of what they see.
► 50% of what they see and hear.
► 70% of what they talk over with
► 80% of what they use and do.
►95% of what they teach others.**
Learning Styles
► Visual Learners.

► Auditory Learners.

► Tactile-kinesthetic Learners.
Factors Affecting The Learning

► Demographics.
► Diversity.
► Disabilities.
► Education level – Literacy.
► Job experience.
► Delivery style of trainer.
Overcoming Learning Barriers
► Understand that diversity in the work force
is the rule, not the exception.

► Know available resources.

► Maintain awareness of special needs.

► Alteryour delivery style to accommodate

the learning styles of trainees.
Adult Learning Needs

► Attention span.
► Sequence of instructions.
► Individualized learning rates.
► Repetition.
► Motivation.
► Active participation.
Chapter Four

Myths Of Communication
1- We communicate only when we want to
2- Words mean the same thing to both the
speaker and the listener.
3- We communicate chiefly with words.
4- We believe what a person says, not how
he/she says it.
5- Communication is one way flow of
information from the speaker to the listener.
The Impact Of The Verbal &
Communication Elements


Visual Vocal
55% 38%
The Communication Equation
Sending + Receiving + Understanding
-verbal -listening -content
-nonverbal -observing -intent
(visual, -smelling

vocal& -touching
writing) -tasting
The Elements Of
►Vocal ( the voice of the speaker ).

►Visual ( what we see of the speaker ).

► Writing ( the notes & words you write ).

►Verbal ( the speaker’s words ).

Vocal Communication
► Variety.

► Quality.

► Rate.

► Volume.

► Vocalized pauses.
Visual Communication
► Eye contact.

► Posture.

► Gesture.

► Facial expressions.
Verbal Communication
► Keep it simple.
► Explain and / or provide an example.
► Use clear, direct words.
► Respect your listener.
► Repeat your main ideas.
► Check for understanding.
Standard English
► Pronounce words & letters correctly.
► Avoid making one word out of two
► Pronounce the whole word.
► Avoid using slang.
► Avoid ethnic slang.
► Learn to use good grammar.
► Expand your vocabulary.
Speaking Anxiety
► Practice.

► Visualize.

► Have Fun.
The Four Steps Of The Listening
► Paying attention.

► Attaching meaning.

► Evaluating the Message.

► Remembering & responding.

Active Listening
► Mentally.

► Verbally.

► Nonverbally ( vocal & visual ).

► Physically.
Communication Barriers

Internal External
► Anxiety. ► Noisy distractions.
► Fatigue.
► Interruptions.
► Preconceived notions or
prejudices. ► Location.
► Resistance to change ► Physical obstacles.
about other people. ► Language ( accent ,
► Personal concerns.
grammar, slang…).
► Language ( foreign
Roadblocks To Effective

► Unfair comparison.
► Just like me.
► Stereotypes.
► Good day / Bad day effect.
► Halo or Pitchfork effect.
Chapter Five

What’s The Importance Of

Types Of Orientation:

► The general property orientation.

► The specific job orientation.

Benefits Of The General
► Benefits to the company.

► Benefits to the employees.

Reinforcing The General
Property Orientation
► Support the property’s mission or

► Linkthe general property orientation

to the trainees job.

► Helpnew employees identify internal

customers & external customers.
Benefits Of Specific Job

► Benefits to the department.

► Benefits to the employees.

Establishing Rapport With A New

► The role of the trainer.

1- F irm.
2- F air.
3- F riend.
4- H onest & S incere.
Chapter Six

Using Audiovisual Aids

► 1- Video stimulates.

► 2- Video models the behaviors which

employees must perform.

► 3- Video commands & holds attention.

► 4- Video is versatile.

► 5- Video is consistent & cost effective.

Video Presentation Methods
► Show program without stopping.

► Show program with stopping points.

- Wrong way-Right way.
- Vignettes or Scenarios.
- Skill demonstration.
•Technology ( CD-ROM &
Multimedia ).
► Handouts.

► Transparencies.

► Flip Charts.

► Electronic presentation ( slides show )

Selecting Audiovisual Aids
► Number of trainees.
► Training location.
► Amount of interactivity desired.
► Availability of resources.
► Cost.
Creating Audiovisual Aids
► Number of ideas on one page or
► Alignment.
► Text.
► Color.
► Graphics.
Chapter Seven

Group Training
Room Requirements For Group
► Room environment.

► Room arrangement.

► Location of trainer support materials.

Making Training Interactive

Interactive techniques:

1. Role playing.
2. Brainstorming.
3. Case studies.
4. Group activities.
1- Role Playing
► Provide back ground.

► Conduct the role playing.

► Debrief the trainees.

► Close the session.

2- Brainstorming
► Identify the problem.

► List all the ideas about the problem.

► Screen the list of ideas.

► Identify the action steps to be taken.

3- Case studies
► Before the training.

► During the case study.

► After the case study.

4- Group Activities
► Encourage creative expression.

► Encourage teamwork.

► Summarize discussion.

► Remain neutral and objective.

Effective Questioning
► To open the discussion:

- General questions.
- Specific questions.
► During Discussions:

- Guided questions.
- Rebound questions.
- Redirected questions.
- Follow up questions.
•To close the discussion:

Open ended questions VS. closed ended


- Open-ended questions.
- Closed-ended questions.
Room Control
► Passive trainees.

► Dominant trainees.

► Disruptive trainees.
Passive Trainees
1. Repeating the question or topic.
2. Restating the question or topic in different
3. Providing an example.
4. Providing a sample answer to get the
discussion going.
5. Asking a person who looks interested or
cooperative ( how would he respond to such a
6. Compliment the employee for his
Dominant Trainees

1. Don’t repeatedly call on them.

2. Don’t make eye contact with them.
3. When they are talking, wait for a
slight break, thank them, and call on
someone else.
4. Physically move away from the
dominant trainee.
5. Ask them to take notes for you .
Disruptive Trainees

1. In a friendly positive tone of voice ,

try to get them to contribute to the
whole group.
2. While you are looking at the
disruptive, make an appropriate
comment to stop the side
Entertainment As A Motivational

1. Ice breakers.

2. Games.

3. Prizes and giveaways.

4. Motivation.
Chapter Eight

One-On-One Training
► Conducting one-on-one training.

► Conducting on-the-job training.

► Coaching nervous trainees.

► Self-paced instruction.

► Mentoring.
Mistakes Of On-The-Job
► 1- Letting training interfere with guest services.

► 2-Letting trainees view task demonstrations at

an incorrect angle.

► 3- Training without using a training checklist.

You As A Trainer……
► Always make entertainment as a motivational
technique in your sessions.
► Don’t allow trainees to negatively criticize
one another.
► Simply thank people when they contribute.
► Be always enthusiastic, friendly, sincere and
► Be always neutral & objective.
Thanks for your participation
Thanks for your contribution
Thanks for your time