4 steps to accelerate employee training
When using an outsourcing agency in any industry (especially hospitality), it is always essential to train new staff and bring them up to speed. As is common with training however, it is very difficult to produce long-term results. Fortunately, we’re here to make this a little bit easier for managers handling these new employees.
The following is based off of the “Sustainment Roadmap” from AchieveGlobal. The most important aspect of any training is that it is holistic. All parties must pay attention to before, during, and after training. This system divides this accelerated training process into four distinct phases:
- Ready Phase
The first and most important part of this phase is to clearly communicate and align what is being learned, and what the priorities of the organization are. Applied to hospitality and wait staff for example, the priority here would be customer service. It is essential that this initiative is supported throughout the whole organization, from trainers, to managers, to staff. At the same time it is essential for managers to create an environment of learning in order to better motivate employees, as well as let them understand the importance and benefits of training.
- Learning Phase
Again, it is critical at this phase to maintain an environment that encourages learning. For example this is not what to do: Prior experience with hotels has meant Staffer witnessing managers that do not even begin to allow learning to take place. Rather, managers put down employees who have not even had the chance to learn. The opposite should happen! Give these new employees a chance, and work with them to speed up the process.
- Transfer Phase
Managers and trainers should observe this newly acquired customer service behavior and provide specific feedback. Regular meetings should be made where expectations are reinforced, and refreshers utilized. Communicate regularly, and reinforce until gaps are eliminated.
- Sustain Phase
Expectations and skills should be embedded into day-to-day activities. This not only goes along with reinforcement, but should be enabled within the company’s operations. Essentially what you want to happen is that learning is moving from formal activities to informal. Employees should be given tools that continuously monitor their performance. This should be done not only by the hotel but by the vendor if you have one.
What should be taken from all this are a couple things.
- Everyone should support the training initiative,
- managers should create an open environment to learn,
- and continuously reinforcing then monitoring should be done.
Assuming recruitment, or agency, does all of these things, plus training and tools are provided to your new staff; they should pass with flying colors. Best of luck!