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With Regards: Archives ~ |
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"The quality of a man's life is in direct proportion to his commitment to excellence, regardless of his chosen field of endeavor." - Vince Lomdardi - The effective management of employees in any business is measured by the productivity of those employees. Productivity is achieved through a planned balance of employee effectiveness and employee efficiency. The importance of managing people to their full potential cannot be overemphasized, especially in the Timeshare Industry (in all its various forms). The best of today's organizations have a Vision of what they want to accomplish and have writing that vision into a Mission Statement. Following the mission statement usually comes Objectives and/or Goals followed by Action Plans, Budgets and so on. The best of the organizations understand that for any of the above to be achieved, the organization must be staffed by competent associates. It is just not realistic to believe that we can always just go out and hire those competent people. We can hire experienced people, however both they and the other new hires must be oriented into the organization and its mission. The demands placed on our staff as they strive to meet, yes even exceed, their service objectives requires a full-time commitment to developing and maintaining a competent service staff. Training provides the most effective and efficient method for developing and maintaining competency in our staffs. In order to develop competence, that training must integrate knowledge, skills, and attitude. Training is the process by which a learner acquires and develops knowledge, skills and attitudes that lead to changes in behavior in line with established performance objectives. Training is, or should be, limited to acquiring and developing competencies that meet a specific defined need, while education is learning which contributes to total growth in life. Some may confuse training and coaching as the same thing. Coaching is the constant reinforcement of learning which is acquired through training, and the actual on-the-job application of what was learned in the training session. In order to achieve the maximum benefits from training, a training schedule must be set in order of priorities. Job skills, operating rules & procedures and attitudinal training must be appropriately mixed in one of three (3) positions. The first priority must be essential training. This consist of the basic knowledge, skills, and attitudes necessary for an associate to be efficient when assigned to a specific function. A priority "A" training for a dishwasher might be "operating the dishwasher". The second priority will be practical training. These are the skills which management would like for each associate to master within the first few days or weeks on the job. A priority "B" training for a desk clerk might be "the processing of a guaranteed no-show reservation". The last priority is the desirable training. These are the nice to know but not essential items. In an operation which has a concierge desk such desirable or priority "C" training for a desk clerk, might be "the ability to give directions to a local restaurant outside the resort." Other words such as must know, need to know, and like to know may be just as useful in establishing the priority list for training. After the training needs have been established and priorities set, management must establish a training plan or schedule. Several steps are necessary and recommended to make the plan, an effective plan. REEXAMINE STANDARDS If poor performance was the criteria for establishing the need for training, that poor performance could have been caused by unrealistic performance standards. Management must develop a balanced approach to setting initial standards which they can live with, which guest will accept and which associates can reasonable achieve. Once those standards have been achieved management can and should consider raising the standards. Once acceptable standards have been established the higher need can be addressed. ACHIEVABLE TRAINING OBJECTIVES While training is essential, it must be approached in a practical manner. If training is needed for the restaurant, it is not practical to close the restaurant for three days to conduct the needed training for the total staff. If 100 associates are to receive the training, it is not practical to set a schedule to complete the training in one (1) week. Whenever possible set the training objectives to achieve a measurable goal. Example: The new standard for hospitality at the front desk is a sustained 4.3 score out of a possible 5.0 on the RCI guest comment report. The training objective could be "within six (6) weeks each front desk clerk will complete the "Spirit of Hospitality" course and receive a grade of B+ or better. IDENTIFY THOSE WHO NEED THE TRAINING Everyone needs training, however not everyone needs the same training or needs training at the same time. It would be helpful to revert back to the training priorities and qualify prospective trainees based on the same level of priority. Example: The concierge would have a higher priority for training on the Attractions surrounding the Resort than the front desk clerk, and their need to know greater. DESIGN OR SELECT THE TRAINING Training needs are specific thus the training program must address those specific needs and in the practical time frame allocated. Materials must be purchased, prepared or assembled to support the learning activity. Always keep in mind that the lessons must assist in achieving the objective. SELECT THE TRAINING METHOD Several training methods are generally available for each training need. Self-study, group sessions, off site seminars, audio, video, and others. One rule should be that the level of sophistication of the training method should not exceed the sophistication of those being trained. Another is that the method and materials used in the training should be no more complex that the duties or tasks that are being taught. The trainees are there to learn not to be impressed. CONSIDER THE COSTS The costs of the training materials and labor costs such as payroll and related, training facilities, and support must be in direct proportion to the anticipated gains resulting from the training. Training costs are a reality and must be an integral part of the operating budgets. Again the training priorities need to be considered and if resources are restricted, areas as safety, morale, visible deficiencies in performance which effect guest satisfaction, and such, need to take the higher priority. SELECT THE TRAINER While it is essential that management be committed to training, it is not necessary that the manager personally conduct the training. It is necessary that whomever is to conduct the training is properly prepared, knowledgeable of the job, enthusiastic about training, and fully committed to the company and its mission. THE TRAINING SESSION The availability of the proper physical and emotional environment for training is necessary it associates are going to receive the maximum benefits from the training activity. The actual activity must be conducted using the following formula.
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