Gaps in the Hospitality Industry That Require Training

Discuss about the Training and Development for Hospitality Sector.

The sector that has been taken in this assignment is the hospitality sector. Training is an important activity in any industry. The major function of the business in the hospitality industry is to serve the people with the best products and best service. It might include food and lodging. The aim for this service is guest satisfaction. Every department of the hospitality sector starting from manager to the dish washer need to serve their guests with their best service. They all play a major role I affecting the experience of the customers. This is the reason training is required in this sector. Training can be expensive but the outcome is effective and this can outweigh the cost that is involved in the training (Fadda & Sørensen, 2017).

There are few gaps in the hospitality that are usually committed which leads to the factors like the retention of the customers which can turn out to be harmful for the industry. The gaps can include the complaint of the customers regarding the quality of service in that case the training should be focused in that area. The customers in some case complain about the service as well as the quality. In such case the gap is in the behavior of the staff as well as the quality of which the customer is complaining. A training is required in that area where the performance is lacking. For example, in case of the poor quality of food, the cook can be compelled to enroll in the company-paid culinary classes or bring in servers from notable established restaurants in order to provide instruction for the wait staff. They can be improved through trainings. The importance of the trainings will be apparent while customer complaints turn to praises and to begin to notice an increase in the repeat business (Zaitseva, Goncharova & Androsenko, 2016).

Methods chosen for needs assessment: The needs assessment identified in this is the process of training. The following are the methods of trainings that has been adopted.

The training should start with the new recruits. Soon after the new recruits are recruited they should be offered trainings so that the future gaps in the performance can be avoided. The training places them on the right path. From the beginning of the employment itself the training can help the employees to reduce their bad habits and head towards development. The training shall focus on the company policies, the employment benefits. The training should be continued towards the advancement of the organization. The investment on new employees by providing learning opportunities might inspire the employees to do more work in an efficient manner. The training further increases the ability to determine the potential performers who can be shaped into leaders. The focused training has a trickle-down effect. The new employees learn from the well-trained workers. This helps the new workers to serve the best to the customers. In order to train the employees the company should make investment to hire a training faculty. The training faculty can be the professional experts who have adequate knowledge in giving trainings (McPhail et al., 2015).

Methods Chosen for Needs Assessment

This includes the practical training. This is held with the aim to improve the methods of the existing working systems. The aim of this program is to increase the efficiency of the work. It stimulates the real place of work. The training is present in the everyday work. This is the reason they are long-term. The training is long-term as the department heads to play important roles. They do this by applying proper training skills (Ho et al., 2016).

After attending the training the staffs should be awarded with a certificate of completing the training in the hospitality sector. This would serve as a motivation to the employees and this would improve the skill of the employees. While they pass the test that are conducted during the training serves as an effective means to extract what they could understand from the training. This also elevates the standard of the training program. This is the reason it is a helpful process (Nischithaa & Rao, 2014).

It is important to bring the information related to the hotel in front of the workers. The information can be the general information as well as the necessary ones. The training process can help to achieve that. The apprentice process helps to build a good relationship between the employees themselves within the organization. This process helps the employees to set a good motif towards their work. They build up a strong and positive attitude towards their work (Reynolds, Rahman & Bradetich, 2014).

The professional quality of the employees is the key of success of the hotel industry. In this type of training the rules and regulations of the worm are taught. The rules might include the courtesy, the manners, the gestures, the techniques of work. This training teaches the workers to do the work in the most expected manner and to learn the ways to do the work in the most effective way (Gil, Garcia-Alcaraz & Mataveli, 2015).

The hotel employees are required to be able to speak in a flawless language. They should know more than two foreign language. They should know the language of different work categories or different positions. English is used as a common language across the world. Every staff should have a proper accent and they should present their words in a soft way to the clients (Reynolds, Rahman & Bradetich, 2014).

This type of training concentrates on the specific subject which is dependent on the request of the improved administration and services of the hotel. The administration of the hotel industry include, telephone techniques, guest relations, sales skills, public relations and it also includes the general information related to safety and the first-aid (Gil, Garcia-Alcaraz & Mataveli, 2015).

New Recruits Training

The cross training is intended to improve the ways of communication among different departments. It increases the ability of adjusting in order to distinguish between different environments. This training is used to assist the employees to receive the knowledge and skills from the other departments (Howton et al., 2016). The culture of work is made stronger through this form of training. The staffs are made to accept the culture of different departments in this form of training. The hotels are always on the international level. There are various international chains of hotels such as, Taj, Marriott, Park which has different cultures in different countries. This is the reason the training should be cross-cultural so that the employees may be designed according to the culture of different clients (Ho et al., 2016).

Developing the existing employees is essentially necessary. It is important to provide a high level of satisfaction to the guests. After the hotel builds a good reputation to their clients, they need to maintain their standard. In order do so the company might select their top performers to take part in advanced training that might be associated with promotions. It demonstrates the confidence that the company has on the employees. The industry needs to invest on the grooming of their individuals. The higher turnover rates can benefit and also enhance the future work force that might turn out to be beneficial for the company (DAnnunzio-green & Teare, 2018).

The training programs enhances the ability of the business to be competitive. It takes the spirit of competition to another level. The hospitality is a growing industry and therefore it requires change and innovation with the passing time and this is the reason it requires adequate training. The best way to beat the competitor is through ensuring the expertise of the employees in their daily performance. This might include the maintaining exceptionally high levels of housekeeping or making sure the staff sitting on the front desk are able to manage their work using computers and other technological tools. These tools are necessary in order to survive in the competitive market. The staffs should be given a training on their body language. They should know the ways to treat their customers with the most suitable body language. This includes smile while having a conversation with the customers, speaking in the language of the customers. They should be trained to serve their customers with the best behavior. This also include frequently revisiting the customer service training, such as the way to address the visitors in both positive and the negative situations. This might enable to guests to have a remarkable experience that will let them to visit the place again. It is important to make the guests feel special during their stay so that they depart with the plans to return back to the hotel again (Pan, 2015).

Practical Training

The employees have the capacity to take the company towards great success. This is the reason the grooming of the employees through trainings is extremely important. It is through trainings that the employees can perform their job easily. The hotels must conduct regular trainings or else it might have certain negative outcomes like:

The employees feel proud to be in a company where he or she works if the employee is able to fulfill his job and the expectations related to the job. When there is no training, the employees never understands their job role and their function in the company. They are unable to receive a higher position and this is the reason they fail to do their job. This lowers the morale of the employees which results in the turnover of the employees. Trainings form the pillars of the company, they should be made a necessary part of all the organization (Nasurdin, Ahmad & Tan, 2015).

The lack of training leads to low production. When the employees are unaware of their duties and function they are not able to shine (Zumrah & Boyle, 2015). The employees who are not skilled enough could spend considerable time seeking help to perform their jobs or they perform their job as per their own understanding of the job which might be confusing for them. This usually leads to errors and the employees land up in making big mistakes that turns out to be a loss for the company. It affects the level of production of the employees (Dhar, 2015).

The untrained workers are harmful for the company. This might lead to injury as well. In case the workers lack the knowledge and skills that are required to use the equipment and the supplies safely they might lead to some kind of injury. The problem can be so fatal that it might contain heavy-duty machinery and hazardous materials (Han et al., 2015).

Even the managers in an organization requires training. In case the managers are not given adequate training they might not be clear about his roles. A manager who is new to his role requires training in the way to manage people. He should be given training on how to resolve the conflicts between the employees and motivating the staffs to achieve their targets and perform their job. In the hospitality sector, the managers should know the ways to deal his staffs and make all the arrangements to make the customers comfortable (Úbeda-García et al., 2016).

Certificate of Completion

The most important effect that can result due to the lack of training is the loss of potential customers. The untrained employees will not be able to produce high-quality products due to lack of knowledge and lack of motivation. This will affect the sales of the company and it will dissatisfy the customers and the customers can therefore take the decision of choosing the competitors that can provide them with quality products and appropriate service. The customers are the ones who can make the ultimate choice (Chan eta l., 2014).

By analyzing the above conditions that might arise due to the lack of training should be kept in mind and it should be worked on. Trainings are usually helpful as it takes the organization towards development. This is the reason every organization should conduct an organized training program for the development of the organization. The lack of appropriate training will be beneficial for any organization.

Conclusion

Training is the process of providing guidance to the employees or the workers who are new to field of profession. This is intended to increase the skill of the employees and the capacity of the members of the staffs. The primary objective of the hospitality sector is to provide the best service to their consumers. For each and every position in the industry training is therefore required. It is important to guarantee that the employees provide the best service and in order to do so they require skill, knowledge and motivation, which is possible to get only through training.

References

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