The hospitality industry employs a diverse workforce, comprised of a variety of roles that can have a tremendous impact on the customers’ experience. Hotels, in particular, utilize a variety of workers including registration personnel, valets, cleaning teams, restaurant servers and more. Each with different responsibilities and levels of customer interaction. Even so, the entire workforce presents a reflection of the hotel's service culture. This is why each employee must be trained from on the specific responsibilities, standards and values set forth by the hotel.
Even so, training is one of the most overlooked aspects of the hotel business. This may be due to the fact that workers are inherently expected to know what good service is, so it is assumed everyone knows how to provide it.
Unfortunately, this is not the case. The vast majority of hotel employees must be trained regarding the proper way to conduct themselves and respond when engaging with guests. Hotel staff must learn the proper arsenal of words to use. They must thoroughly understand the services your hotel offers in order to deliver your customers their best possible experience.
The Benefits of Hotel Staff Training
To be successful in today’s hotel industry, it is important you’re your executive team and staff leverage an effective training program in order to learn the newest methods and techniques. Effective staff training will help to improve staff performance and helps ensure each employee’s skills are optimized for their specific job role.
A comprehensive hotel staff training program might cover such topics as:
Every hotel has developed its own unique way of doing things. Many guests will remember a certain hotel because of the way they were greeted at check-in, the wonderful service they received in your restaurant, or the knowledge and thoughtfulness of your concierge. All of these guest experiences are driven by the hotel’s culture.
There are many times during the guest experience that things might go wrong. When this happens, it is up to the hotel staff to resolve the issue in a way that makes the guest feel satisfied about the solution. Handled properly, these unfortunate situations might even enhance the guest’s experience and their appreciation for your hotel and staff.
Safety and Security
If a danger situation arises in the hotel, guests are counting on staff to direct them. Given this, your staff must be trained on safety basics. Through proper safety training, staff should develop and understand what to do in the event of natural disasters or other safety issues.
eLearning for Hotel Staff Training
As online technologies continue to evolve, more and more hotels are looking to eLearning as an effective means of training their staff.
Unlike classroom-based training, eLearning provides your workers with a convenient way to conduct their training activities at their convenience.
And with eLearning, you eliminate many of the high costs associated with in-person training, such as on-site instructors, the distribution of printed materials, catering, and lost productivity due to the need to pull staff away from their job roles.
LMS Portals for Hotel Staff Training
LMS Portals provides a powerful, cloud-based platform that allows our hotel clients to quickly and easily build and deliver staff training programs. Our technology allows you to brand the experience for your hotel and track the use and success of your employees as they complete your training materials.
Contact us to learn more and get started for free.