Hospitality and Tourism Training Overview

Introduction

• Hospitality and tourism industry employees often start at entry-level and progress to management roles.
• Training and development programs are crucial for identifying and nurturing potential.
• Hospitality and tourism training encompasses various formats, focusing on essential skills like communication and interaction with guests.
• The hospitality and tourism industry emphasizes collaboration and diversity training to ensure staff members are equipped to work with diverse guests and colleagues.

Employee Training and Development

• Hospitality and tourism sectors employ a wide range of professionals with diverse skills.
• Although roles vary, all employees must understand the hotel's hospitality culture, including values and norms.
• The industry aims to provide memorable experiences through excellent service.
• Employees are trained to handle setbacks positively, ensuring customer satisfaction even in situations like misplaced reservations.
• Staff needs to be trained for safety protocols, including basic first aid and CPR, to handle emergencies and provide assistance to guests.
• Contingency plans are crucial for natural disasters and potential terrorist threats.
• The effectiveness of hospitality and tourism training programs directly impacts employee performance and overall success.

Training vs. Development

• Training is a process of enhancing knowledge and skills for existing job roles.
• Development is a long-term process focused on employee growth and acquiring skills for future challenges.
• Training is job-oriented, aiming to improve skills for current tasks.
• Development is career-oriented, preparing employees for future roles and responsibilities.

Importance of Training

• Effective training is vital for new employees, ensuring they understand standard operating procedures and job expectations.
• Continuous training promotes growth and can motivate employees to perform beyond expectations.
• Investing in training helps identify potential leaders within the organization.
• Training has a positive impact on employee loyalty, motivation, and performance.

Key Concepts in Preparing a Training Plan

• An essential part of information transmission in the hospitality and tourism industry is designing a training plan.
• Planning training involves identifying needs, developing resources, and deploying these resources effectively.
• A training plan outlines objectives, schedule, strategies, materials, methods, curriculum, and supporting resources.
• The Instructional System Design (ISD) method, a five-phased approach, is commonly used in creating a training program.
• The analysis phase focuses on assessing existing knowledge, skills, learning environment, and limitations.
• The design phase involves specifying learning goals, content, activities, and delivery methods.
• A sample training plan for a newly hired restaurant employee provides a detailed framework for the training process.
• Various aspects such as program duration, delivery, instructor qualifications, training materials, and assessment methods are considered in the design phase.

Sample Training Plan for a New Restaurant Employee

• The sample training plan outlines a comprehensive two-week program, covering various aspects of restaurant operations and guest service standards.
• The program includes classroom training, on-the-job training, and shadowing experienced employees.
• The plan covers topics including food safety and sanitation, customer service standards, accounting and cash handling, and menu and cashiering training.
• The training program includes revalidation sessions to assess learning and provide feedback.
• The program concludes with solo shift handling training to ensure employees gain practical experience.

Explore the essential training and development programs in the hospitality and tourism industry. This quiz focuses on the skills required for effective communication, teamwork, and handling customer service challenges. Ideal for those looking to understand the industry's training frameworks.