Standard

Rev.09/03/03

HRT 105 - Hospitality Employee Training

Course Description

Offers students the opportunity to gain knowledge and skills involved in training employees for various positions in the hotel/restaurant/travel fields.  Emphasis is placed on new employees' training requirement.  Topics include:  hospitality training needs, training methods, developing a training program, employee communication and motivation, coaching techniques, and customer service training.


 

Competency Areas

Hours

Hospitality Training Needs

Class

5

Training Methods

D. Lab

0

Developing a Training Program

P. Lab/O.B.I.

0

Employee Communication and Motivation

Credit

5

Coaching Techniques

 

 

Customer Service Training

 

 

 

Prerequisite:

Provisional admission

Corequisite:

 

 

Course Guide

 

Competency

After completing this section, the student will:

Hours

Class

D.Lab

P.Lab/

O.B.I.


HOSPITALITY TRAINING NEEDS

10

0

0

Industry characteristics

Identify the characteristics of the hospitality industry which indicate employee training needs.

 

 

 

 

Give examples of hospitality industry benefits from a well managed employee training program.

 

 

 

 

Give examples of training problems which exist in the hospitality industry.

 

 

 

 

Compare hospitality industry training costs with expected costs in the absence of effective employee training.

 

 

 

Positive results

training

Describe the steps involved in training to achieve positive results.

 

 

 

 

Discuss the impact on a hospitality industry when one of the training program steps is missing.

 

 

 

Identifying job

responsibilities

Develop a hospitality industry job description.

 

 

 

 

Develop a job performance standard for a task in the hospitality industry.

 

 

 

 

Discuss the concept of work simplification as it applies to the hospitality industry.

 

 

 

 

Use the job analysis process to detail the steps of a task performed in the hospitality industry.

 

 

 

Employee hiring

Describe a process used to seek and select employees for a position within the hospitality industry.

 

 

 

 

Identify a new employee orientation procedure in use by a hospitality industry business.

 

 

 

 

Develop or adapt new employee orientation procedure for a position within the hospitality field.

 

 

 

TRAINING METHODS

10

0

0

Learning concepts

Discuss the principles involved in the learning process.

 

 

 

 

Compare lack of or violation of training principles with training problems within the hospitality industry.

 

 

 

Employee training

Identify employee traits needed for success in a hospitality industry individualized training program.

 

 

 

 

Identify the steps involved in providing individualized training to employees in the hospitality industry.

 

 

 

 

Discuss the role of the group trainer in a hospitality industry employee's training program.

 

 

 

 

Compare differences and similarities of individualized and group training methods applied to the hospitality industry.

 

 

 

 

Identify the steps involved in providing group training to employees in the hospitality industry.

 

 

 

Audiovisual aids

Identify audiovisual resources which may be used for a hospitality industry training program.

 

 

 

Training outline

Develop a training outline for a task within the hospitality industry.

 

 

 

DEVELOPING A TRAINING PROGRAM

10

0

0

Objectives

Select an occupation within the hospitality industry and develop training program objectives for it.

 

 

 

Training plan

Design a training plan for an occupation within the hospitality field.

 

 

 

Training evaluation

Develop guidelines for evaluating a hospitality industry occupational training program.

 

 

 

EMPLOYEE COMMUNICATION AND MOTIVATION

10

0

0

Communications

State the four types of communication used in a hospitality industry training program.

 

 

 

 

Describe training program actions used in achieving effective communications among employees in the hospitality industry.

 

 

 

Attitudes and motivation

Develop staff development exercises which support and promote hospitality industry image and purpose.

 

 

 

Team building

Give examples of hospitality industry team building strategies.

 

 

 

 

Discuss methods of grouping employees into a team which has common hospitality industry goals and objectives.

 

 

 

COACHING TECHNIQUES

5

0

0

Skills

Distinguish similarities and differences between coaching and counseling skills as they apply to the hospitality industry.

 

 

 

Special needs

Give examples of resources available for use in coaching special needs employees in the hospitality industry.

 

 

 

Performance reviews

Distinguish between review versus appraisal actions in documenting the performance of hospitality employees.

 

 

 

 

Design a performance review for an occupational task in a hospitality field.

 

 

 

Resources

Prepare a bibliography of training resources for a job responsibility within the hospitality industry.

 

 

 

Meetings

Prepare an agenda for a hospitality industry employee performance review meeting.

 

 

 

CUSTOMER SERVICE TRAINING

5

0

0

Guest Service Systems

Give examples of hospitality industry service systems that are currently being used.

 

 

 

 

Describe steps involved to achieve quality guest service

 

 

 

 

Examine guest service systems of current Industry leaders

 

 

 

Exceeding Guest Expectations

Describe the level of service required to “Exceed

Expectations”

 

 

 

 

Describe the steps involved in training employees to “Exceed Expectations”

 

 

 

 

Give examples of the benefit to the business

 

 

 

Solving Customer Dissatisfaction

Describe a customer’s “Moment of Truth”

 

 

 

 

 

Identify the steps required to satisfy a dissatisfied guest

 

 

 

 

 

Give examples of well managed guest complaints

 

 

 

 

 

Discuss the impact of dissatisfied guests on a business.

 

 

 

 

Suggested Resources

 

Suggested Resources include textbooks shown below or most current edition.

 

Books

Dahmer, S. J., & Kahl, K. W.  (1988).  The complete waiter and waitress training manual (3rd ed.).  New York: Van Nos Reinhold.

Forest, L. C.  (1990).  Training for the hospitality industry (2nd ed.).  East Lansing, MI: Educational Institute, American Hotel & Motel Assn.

Tanke, M. L.  (1990).  Human resources management for the hospitality industry.  Albany, NY: Delmar.

 

Additional Materials Available From:

Educational Institute

American Hotel & Motel Association

P.O. Box 1240

East Lansing, MI  48826