SPECIAL REPORT
TANG
TEACHING the
HOW DO YOU MAKE SURE EMPLOYEES WITH
THE RIGHT ATTITUDE LEARN THE HARD
SKILLS NECESSARY ON THE JOB ?
Contributed BY LAURA KOSS-FEDER
A
hotel employee can be taught how to run a front desk . F & B workers can learn on the job the best way to serve customers . Housekeepers can be trained in how a particular room should be cleaned . Harder to teach is how to smile , be accommodating and act on an instinctive sense of making travelers feel welcomed and at ease in their surroundings – the hospitality at the heart of the hotel .
With more hotels hiring for attitude , what are the best ways to train staffers with polished soft skills who need technical and operational know-how ? There are several methods that work best , including the increasing use of online learning and shadowing .
“ Providing effective training is a proven strategy to reduce employee turnover and ultimately results in a more efficient , productive and engaged workforce ,” says Gareth Fox , McLean , Virginia-based vice president of human resources-Americas at Hilton .
20 hotelsmag . com March 2018