Plan, produce and monitor the annual training budget. Successful
training efforts do not just happen. A team leader must work
with HR and department heads to identify probable needs and create
a viable plan to help operations meet those needs.
Formulate all learning & professional development related policies and procedures and update routinely. As with business forecasts, training needs to be anticipated and evaluated at least quarterly.
Prepare appropriate training needs analyses and career development plans. This is as much for the individual participating in training as it is for the organization. We all like to know "what's in it for me" and having career path potentials can assist both department heads and associates "think ahead."
Plan, produce and monitor the annual learning & professional development master schedule.
Training needs to be ingoing. When one steps back and recognizes the
changes in technology, the green movement, online learning and
more, it becomes obvious that as in #2 above, there is a logical
need for a longer term plan with the requirement for updates.
Delivery and Evaluation
the timely scheduling and posting of the following month's
Training Calendar, incorporating security and safety training
sessions to all Department Heads and Executive
Committee Members monthly. With the increasing potential of
terrorism in hotels and hospitality businesses, the need to regularly
review updates and the property's plans are essential.
Assist the Quality Assurance or other managers in monitoring and consolidating month-end training activity reports
from all departments. Some properties have limited training staff,
but all information relating to professional development and
training activities should be recapped in monthly training activity
recaps. We all recall the expression, "what gets measured, gets
Assess changes in guest needs, the hotel's guest mix, and industry and competitive trends.
Markets change, products and services evolve and having someone
who interacts with the front line regularly is an excellent
resource to recommend appropriate product, service and operational
changes that might improve the guest experience and associate
satisfaction. Properties that set our to establish and maintain market
domination frequently enjoy outstanding financial results.
Monitor and ensure that all training and development programs are carried out within the allocated budget.
Budgets should be regularly reviewed and adjusted as needed, but
not overlooked. Training is not the place for major savings,
unless perhaps one is considering delaying a major new initiative
for a short period of time such as one quarter.
Identify and make available external instructors as necessary to fulfill training objectives. This column has focused on internal trainers, but there are times when external resources are essential.
Conduct New Hire Orientation program
for all new employees using current property, brand and/or
corporate standards. The expression about making the right first
impression remains essential.
Lead New Manager Orientation,
clearly reviewing associate handbook information, brand, corporate
and property standards. New managers must understand the
organizational values and operating procedures from day one.
Oversee and/or conduct compliance courses.
As in #5 that discussed safety and security, the need for
attention to reasonable care continues to grow. Programs that
address product safety and potential liability, such as TIPS and
Food Handler, and others involving Safety and/or Security should be
addressed, monitored and measured. Some may be mandated by local,
provincial/state and/or national government agencies, but
attention must be ramped up here. Part of my work includes expert
witness and/or consulting on legal issues and there needs to be
specific attention paid to these issues by the major brands, as
well as individual hotel owners, managers and franchisees.
Lead by example.
I have personally been an advocate in my career in ongoing
learning. Professional certifications in a wide range of
specialties in learning and operations are extremely beneficial
because everyone benefits. Trainers need positive leadership and
interpersonal skills, yet must also maintain a sense of perspective
for those learning.