TEACHING
TOOLS
Whitney explains .
Here ’ s how to get technology to work in your favor when training smartphonedistracted employees : Bite-sized info Chris Adams of Ellis Adams Group suggests mimicking internet behavior such as using smaller , quicker segments of information , like a series of two-minute videos rather than one two-hour video . Make it interesting Employees will stay engaged when the information involves something they are interested in , says Adams , such as celebrities or cool videos . One example : a segment featuring a celebrity talking about their favorite drink or a mixologist demonstrating how to make a cocktail . Joe Mellia of The Envoy Hotel says using graphics , animation and music are good tools . Use data to tweak training IHG ’ s learning platforms use data analytics to determine which elements of the hotel business need more attention . “ We can reach specific audiences through appropriate channels at just the right time ” because of this , says Gary Whitney , IHG ’ s SVP of global learning . Train on-site when you can While some courses are easier for employees to complete on their own schedule , letting them complete webinars on-property is just as valuable , Mellia says . “ Many hotels have added computers to their employee cafes ” for this purpose , he adds .
Making changes to training procedures also is easier when they are done through a software program . IHG is upgrading its learning technology to find different ways of reaching learners .
“ We know that the next generation of the workforce connects , learns and works differently ,” Whitney says . “ So it ’ s important that we also provide flexibility in how , where and when learning is consumed by hotel teams .”
STAYING FOCUSED Yet just because an employee can complete their training at home with their laptop ( or on their way to work with their phone ) doesn ’ t mean it will resonate .
For Chris Adams of Ellis Adams Group , a hospitality consulting company that specializes in hotel restaurants and bars , engaging employees
“ WE KNOW THAT THE NEXT GENERATION OF THE WORKFORCE CONNECTS , LEARNS AND WORKS DIFFERENTLY . SO IT ’ S IMPORTANT THAT WE ALSO PROVIDE FLEXIBILITY IN HOW , WHERE AND WHEN LEARNING IS CONSUMED BY HOTEL TEAMS .”
GARY WHITNEY , VICE PRESIDENT OF GLOBAL LEARNING , INTERCONTINENTAL HOTELS GROUP accustomed to flipping rapidly through apps on their phones can be quite the challenge .
“ Technology has been a blessing and a curse ,” he says . “ We have access to so much information , it ’ s amazing . But on the flip side , it has created attention spans of 12 seconds .”
His company has sought to overcome that side effect by doing away with usual training methods and replacing them with story-telling moments . Two-hour training videos are replaced with a series of two-minute vignettes . On-site training usually is accompanied by loud music , food stations and giant flat-screens .
“ We try to make sure that we do the training in quicker , smaller segments and on things they are interested in , versus a bullet-point checklist of things they have to learn how to do ,” Adams says .
MAKING IT PERSONAL But not all training can be done via computers . A human touch is still needed .
“ Some online training misses out on the opportunity for interaction – developing rapport and comraderie among your peers and understanding how to learn , grow and collaborate as a team ,” says The Envoy ’ s Mellia . For him , on-site training is still more advantageous and gives a personalized experience .
Adams agrees , especially when it comes to demonstrating specific tasks , like fixing a drink . “ Those are things you can ’ t do from a training video . And it makes a big impact of the employee ,” he says .
Stephen Brandman , CEO of Journal Hotels , says his company has utilized an app for employee applications , hiring and payroll , but they aren ’ t using apps for employee training .
“ We like to personalize everything to the specific hotels in our collection . At the end of the day , I don ’ t want to ever lose focus that the hospitality business is a people business ,” he says . “ While people use technology and want things to be seamless , there ’ s something nice about coming to a different location and having someone that can talk to you and make you feel welcome .”
December 2017 hotelsmag . com 49