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Importance of Training in the Hospitality Industry

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  • 0:02 Training in Hospitality
  • 0:53 Example Scenarios
  • 2:35 Importance of Training
  • 5:03 Lesson Summary
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Lesson Transcript
Instructor: Allison Tanner
This lesson discusses the importance of training in the hospitality industry. It also provides examples of how training benefits organizations in the hospitality industry.

Training in Hospitality

Training Man Tom is a leading lecturer on trends for success in the hospitality industry. He's getting ready to give a talk to several managers from around the world on the importance of training in the service and hospitality fields.

Tom starts off by explains that training is more than an introduction to the company. Training is the process of providing guidance and education to increase the skills and capacity of staff members. Tom looks around the room and suggests that everyone would agree that the primary objective of the hospitality industry is to provide great customer service. Companies who specialize in hospitality want their guests to have a fantastic experience. He goes on to say that training, and teaching the skills necessary for each position in the industry, is important to guaranteeing that employees provide great customer service.

Example Scenarios

Emphasizing the importance of training, Tom tells the managers a story about John...

He tells the managers that John works in guest services for a four star hotel. Last week, the Markham family of five had a mix-up in their reservation. Although the family had paid for a family suite, they received a room with one king-sized bed. All the family suites were occupied during the Markham family's stay. Unsure of how to handle this situation, John told the family that there was nothing he could do and that their reservation was non-refundable so they would have to make the king bed work or pay for another room. Understandably, the Markham family was outraged.

Now, Tom explains that had John been trained in both customer service and company procedures for dealing with these kinds of issues, the situation would likely have gone smoothly. Imagine what the outcome would have been if John offered the family a conjoined room at no charge and then given them free breakfast for the duration of their stay.

Training is also about knowledge and compliance. Imagine that an eager new staff member in the food industry, Mary, has just started working as a chef-in-training. She isn't used to hospitality or food service so she doesn't really know what to do. Instead of putting dates on food that needs to be stored, she simply puts the food away the same way she would at home. She never uses temperature logs and she doesn't wash her hands in-between changing her gloves and touching her face.

These are important issues which can lead to sick customers or unsatisfactory food. Again, this is an issue that would put customer satisfaction at risk. Tom reminds the managers that customer satisfaction means continued profits. Therefore, training, as it relates to customer service, is essential to staying profitable.

Importance of Training

Tom goes on to tell the managers that training in the hospitality industry is important for several reasons.

Important benefits of training include:

Staying competitive: Because the hospitality industry is extremely competitive, providing great service is necessary to stay ahead of competitors. Training can give staff the knowledge and ability to create a customer focused experience. A company that provides great customer service is more likely to retain customers and stay competitive.

Increasing staff value: Training helps staff to feel valued and appreciated. This, in turn, creates a better work environment and makes the staff more capable of handling a variety of situations.

Staying compliant: In hospitality, companies must adhere to several compliance regulations, including food safety, identity protection, handling customer information, and laws on services provided. Training all staff on local compliance is important to success. Continued training can increase compliance and ensure all staff have the tools they need to be successful.

Consistency: When an organization provides training, they help to increase the consistency of employees' interactions with customers. The more consistent the organization is, the happier the customers will be. Imagine if you never know what to expect - chances are you will not continue purchasing from that company. Customers knowing what they are getting when they pay for something is important to ensure they return.

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