Train the Skill Trainer

Program Outline

Day One Introduction and Objectives Benefits of Training Principles of Adult LearningBreak Principles of Adult Learning (continued) Task BreakdownLunch How to Use Questions in Training Structure of a Training SessionBreak Demonstration Session Writing Session Plans Evening Preparation

Day Two Practice Session Lunch Corrective Training Break Planning and Implementing Training Post Course Project

PRACTICE SESSION 1

CORRECTIVE TRAINING

Corrective Training

Identify the fault

Identify Fault

Departmental TrainerManagerEmployeeGuest

Reasons for Faults

Employee not trained correctly in the first placeEmployee has never been taught the correct standardEmployee is not interestedEmployee has personal problemsFaulty equipmentProduction problemsProduct not availablePersonality clash (e.g. service employee and a cook)

Corrective Training

Identify the faultIdentify the reason for the fault

Corrective Training

Identify the faultIdentify the reason for the faultTake action

Correct immediately Correct at a later time

Corrective Training Technique

Observe how much of the task needs correctingStop the employeePraise for the part that is correctUse question technique to highlight the faultConfirm the consequence of the fault

Is the fault dangerous, unhygienic, or likely to

cause complaints?

Stop immediately – avoid embarrassment to

employees and guests

Make a note to correct later, if not possible to do

so immediately

YesNo

Take over action or delegate to another employee. Explain

reason to individual.

CORRECTIVE TRAINING

Consider Trainee- Has the trainee been

trained correctly?- Is trainee copying

someone else?

Consider TaskDoes the whole or part of the task need re-

training?

Carry out training session. Remember the feelings of the

trainee

PLANNING TRAINING

Training Needs

If an employee’s present level of knowledge, skill and attitude is anything less than the standard for the hotel, then a training need exists.

Identification of Training Needs

ObservationGuest feedback and

comment cardsTraining recordsAccident, hygiene and

safety reportsChanges in standardsBusiness trends

Labor turnoverProductivity reportsPerformance

development discussions

Consumer auditEmployee opinion

survey

Types of Training

ASTON CORPORATE TRAINING & DEVELOPMENT

Systematic Approach to Training

Before we can train, we need to Plan

Once we have agreed to plan,then we can Implement

In order to measure the effectivenessof training, we must

Review andEvaluate

Hotel Orientation

To introduce a new employee to the company, hotel and department, enabling the employee to settle into the new working environment as quickly as possible. Information about Aston International Information about the hotel Terms and conditions of employment Employee facilities House rules and regulations Fire procedures Training Guest and brand contact skills

Departmental Orientation

Introduction to work colleagues Detailed tour of department Work roster Locker Meal breaks Uniform procedure Departmental training plan Operations manual Departmental fire plan

Orientation

Basic training

Practice

More advanced trainingPractice

Planned responsibility

Assessment

Sample of Training Record

Sample of Training Record

Sample of Training Record

Sample of Training Record

Sample of Training Record

Sample of Training Record

Sample of Training Record

Sample of Training Record

Training Records

Help to plan trainingAccurate record of employee’s progressIdentify training needsRecord of completed trainingMeet legal requirements (in some countries)A company requirementTool for succession planning

Training Plan

HotelDepartmental

Monthly Departmental Training Plan

Helps plan departmental training activitiesHelps to maximize the activities of Departmental

TrainersPrioritizes training needsEstablishes targets for Departmental Trainers

To identify departmental training needsTo plan the training activities to satisfy these needsTo carry out skills trainingTo carry out departmental orientationTo maintain the department’s training recordsTo monitor standards and provide corrective training

as required

POST COURSE PROJECT

Post Course Project

To set up and implement training records within the department

To set up and implement a Departmental Orientation Program To complete six training sessions in the department within

three months of this course, following these standards and supported by a session plan

To complete at least one training session in the presence of the Tutor

To compile and implement a three month training action plan for the department

ASTONIZED!

Trained to make a difference