TLH255 - HRM in Service Sector: Planning Training for The Start Hotel

This presentation details a training session plan designed to address issues within "The Start Hotel," specifically focusing on improving front-of-house staff performance. The plan identifies key issues such as low efficiency, lack of professionalism, and service delivery problems. It proposes activities to enhance guest experiences, including expert guest interactions, regular training, and personalized service. The presentation emphasizes the importance of listening skills, product knowledge, and attention to detail. It outlines a timeline for improvement and suggests monitoring methods like Management by Objectives and 360-degree feedback. The benefits of the training are highlighted for both individuals and the organization, including increased efficiency, improved customer satisfaction, and enhanced staff morale. The plan concludes by emphasizing the value of training in improving employee skills and meeting customer needs. The presentation includes references to relevant academic sources.

PLANNING A TRAINING
SESSION

Table of Content
 Introduction
 Issues
 Activities
 Time
 Monitoring
 Benefits of training events
 Conclusion

INTRODUCTION
Training Session implies any interaction with a group or individual planned to
convey such information to the member that the chief or his appoint
considers essential for both the perfect execution of the duties of said
individual. Employees undergoing training courses often miss out on
working hours which may hinder task execution (Atwood, 2020). This
presentation based on “The Start Hotel” which currently faces lot of
complains regarding their efficiency or professionalism through delivering
services in respect of front house staff of hotel.

ISSUES
 Low efficiency: Improper
workforce preparation and poorly
implemented service facilities will
lead to substantial declines in
system operation performance. The
consequences are slower reaction
times and longer resolution periods,
higher event backlogs, better service
staff productivity, reduced morale
and greater service staff retention.

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 Lack of professionalism: In the
hospitality industry,
organizations are customer
focused so they employees need
to maintain professionalism in
order to impress their clients.
Workplace professionalism
carries with it other constructive
aspects within the organisation.

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 Service delivery: Service delivery is an
essential part of the hospitality sector.
Activities involved in the process of
service delivery have to be productive to
meet and fulfil consumer requirements.
The method of service delivery consists of
two procedures: one is the backend and
another one if front office. The customer
sees only the front edge. It is this front-end
operation that needs to be developed and
should always be consistent for effective
delivery of service.

Activity to improve efficiency
 Guest expert: Front desk team member should be an expert in
hospitality, so the guests feel comfortable. This is a great first move to
call visitors by their name.
 Regular training: Daily basis training of front desk workers contributes
to healthy behaviours which promotes better results of visitor satisfaction
and better ratings.

Activity to improve service
delivery
 Treat every guest as VIP: Treat each guest like some kind of VIP and
they guarantee that it's going to become an infamously wonderful
experience they want to repeat. Train the staff to be sensitive,
compassionate and urgent for all irrespective of their "status.“
 Provide customised services: Uniformity doesn't mean each guest will
provide the same facility. Real service quality needs personalization and
it makes every customer feel as if there is no other, more important than
him or her at that moment.

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 Measure customer services: Make every effort to decide how easily
they can tackle the needs and concerns of guests. Around 69 percent of
consumers describe "great" customer service as getting their issue or
problem handled quickly and efficiently, as per one customer support
survey. Through Quality Support systems in place, hotel management
can be confident that their staffs have the expertise at their disposal they
need.

Activities to improve
professionalism
 Listening skills:
 Work towards customer delight
 Make sure that staff members know about the products & services
which they offer
 Focus on details
 Training is must

Time limit
Complains Time required to improve
Efficiency It is a regular process but required minimum 15
days.
Lack of professionalism It required around 10 days improving professional
skills in the front office staff.
Service delivery Hotel required 30 days to resolve this issue and
provide appropriate training to understand their
customer needs and desires.

Methods to monitor
 Management by
objectives (MBO)
 360 Degree feedback

Benefits of training events
 For Individual: Training plays a major role in the growth of the human
capital. The main advantages of training for individuals and teams are as
continues to follow: Learning helps to boost an employee's skills and
knowledge in performing a specific job which helps to increase
efficiency. It increases efficiency both in quantity and quality. A well-
trained worker is self-confidence in their work, understanding what to do
and to do the work.

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 For organizationIn consideration of their financial benefits to the
company, less than 5 percent of all training programs are evaluated. The
game changes acknowledged among the organizations for their
contribution to training. In fact, the number of organizations
acknowledged for creative training programs evaluate the effectiveness
of training at some degree of organizational performance. :

Conclusion
From the above analysis it has been observed that, Training is a great
opportunity to enhance all workers 'base of knowledge and many
companies find learning opportunities costly in the current environment.
Organizations provide training to their staff to improve their skills and
ability which further required satisfying customer’s needs and desires.

REFERENCES
 Atwood, C., 2020. Succession planning basics. American Society for
Training and Development.
 Peltonen, H., and et.al., 2018. Increased rate of force development during
periodized maximum strength and power training is highly
individual. European journal of applied physiology. 118(5). pp.1033-
1042.
 Popescu, M. E. and Roman, M., 2018. Vocational training and
employability: Evaluation evidence from Romania. Evaluation and
program planning. 67. pp.38-46.

THANK YOU