Planning Training Programs
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HumanResourcesinEventManagementPart5.pdf
3/20/2021
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KAUFT King King Abdul-Aziz university university
FACULTY OF TOURISMFACULTY OF TOURISM
HUMAN RESOUCES IN EVENT MANAGEMENT
EM 625 Planning Training Programs
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
Learning Objectives
By completion of this presentation You should be able to:
Distinguish between training and development.
Define the term training , note its benefits, and discuss common obstacles to and myths about training.
Recognize basic learning principles that influence how training programs should be planned and implemented.
Describe key training methods.
State characteristics that are important for an effective trainer.
Explain procedures required to prepare trainees.
Recommended Textbook:
David K. Hayes and Jack D. Ninemeier (2009) Human Resources Management in the Hospitality Industry.
Sommerville, K.L. (2007) Hospitality Employee Management and Supervision: Concepts and Practical Applications
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
3/20/2021
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Brainstorming Group work Activity:Brainstorming Group work Activity:
What is the difference between Training and Development? ……….. ……….. ………..
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
Introduction Introduction Hospitality managers and supervisors must invest a substantial amount of time and money into the training and development of their employees, if they hope to create a positive work environment where workers are motivated to consistently produce quality products and deliver exceptional service.
In hospitality operations, both large and small, the lack of proper training and development is one of the leading causes of employee turnover.
When employees do not know what is expected of them in terms of their job responsibilities, they get frustrated, and frustrated employees are the employees most likely to make a mental decision to look for another job.
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
3/20/2021
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Introduction Introduction
Sadly, in many operations, employees tend to become frustrated at the workplace within the first 30 to 60 days of employment if their manager never clarifies their job responsibilities.
Assuming that the manager has made the proper hiring decision during the employee selection process, the manager owes it to himself, as well as to the new employee, to provide the employee with ongoing effective training and development to ensure job satisfaction as well as professional development.
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
Training Now and Development LaterTraining Now and Development Later
When management effectively qualifies a new employee and ensures that the right applicant has been hired for the right position, and then provides the new employee with a proper orientation, the employee will still not be able to perform her job duties in a satisfactory manner.
New employees and even experienced workers need proper training to ensure that their job performance matches company standards.
Some hospitality managers attempt to take short cuts by hiring only workers who have previous hospitality industry experience.
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
3/20/2021
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Training Now and Development LaterTraining Now and Development Later
Requiring previous hospitality industry experience for upper-level employees in positions such as sales and marketing or food and beverage management may be logical, but the practice makes little sense when selecting entry-level workers, especially if management’s goal is to make an end run around the training process.
Training is the process that provides employees with the knowledge and the skills required to operate within the systems and standards set by management.
While training can be extremely in-depth and enormously demanding, it is essential to ensure employee job satisfaction and productivity.
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
Training Now and Development LaterTraining Now and Development Later
Lack of training or training that is poor contributes to high employee turnover and the delivery of substandard products and services.
Training helps employees do their current jobs more effectively.
While the benefits of training may contribute to the quality and effectiveness of an employee’s performance in her current position.
Development helps the employee to gain knowledge and skills to help prepare her to handle future responsibilities, with less emphasis on her present job duties.
The ultimate goal of training is to focus on an employee’s present job, while development focuses on the employee’s potential future advancement within the company.
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
3/20/2021
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Hospitality Training
Training is important for all hospitality personnel because it is the best way to assure that staff members can make maximum contributions to the organization’s success.
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
Labor Intensive
Hospitality operations are labor intensive. While technology has reduced the need for staff in departments such as accounting and the front office, it has not generally affected the number of employees required to produce and deliver the products and services that guests desire.
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
3/20/2021
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What is Training?What is Training?
Training is a process that provides new and currently employed staff with the short - and longer - term knowledge and skills required to perform successfully on the job.
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
Success of Training
The success of training can be demonstrated by considering the extent to which knowledge and skills improve as a result of the training.
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
3/20/2021
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Training must also be Training must also be Cost EffectiveCost Effective::
The improved performance gained as a result of training must be greater than the costs of training.
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
Performance Performance -- based Trainingbased Training
Typically, performance - based training is best delivered at the job site in one - on - one interactions between the trainer and trainee.
Conceptually, this is much better than group training. Why?
The trainer can focus on what the individual must learn, Feedback can be immediate, and Training can be delivered at the best pace for the individual trainee.
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
3/20/2021
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Benefits of TrainingBenefits of Training
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
As the hospitality industry becomes more and more competitive, having competent, well-trained employees is essential at all levels of employment.
Not only does an effective training program teach new employees important skills and knowledge about their positions within the company, but it also helps to encourage employees to have a positive attitude toward customer service.
A hospitality organization’s commitment to the training and development of its employees not only benefits the employees but also management and the company.
Hospitality organizations that devote themselves to training and development enhance their employees’ capabilities and strengthen their own competitive advantage over other competing operations.
Benefits of TrainingBenefits of Training
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
Figure 1: The benefits of employee training
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Benefits of TrainingBenefits of Training
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
Numerous benefits to effective training include: Improved performance :Trainees learn knowledge and skills to perform required tasks more effectively, and their on - job performance can be improved. Reduced operating costs: Improved job performance helps reduce errors and rework, and associated costs can be reduced. Persons performing the job correctly will be more productive, fewer staff and/or labor hours will become necessary, and this, in turn, can help reduce labor costs. More satisfied guests: Training can yield staff members who are more service-oriented and who will know what their guests desire and require.
Benefits of TrainingBenefits of Training
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
Reduced work stress: Persons who can correctly perform the activities that are part of their positions will likely feel better about doing the job.
Increased job advancement opportunities: Who is most likely to be promoted to a more responsible and higher - paying position: a competent or an incompetent employee? Training can assist staff in attaining their promotion goals.
Improved staff relationships: Persons who can do their jobs are more likely to work in a team effort, and all will do their fair share of required work in the correct way. Staff members who are trained to perform tasks beyond the scope of their normal position can also help peers in other positions.
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Benefits of TrainingBenefits of Training
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
More professional staff : Professionals want to do their job as best they can, and this is only possible with appropriate training.
Fewer operating problems: Busy managers can focus on priority concerns, and they will not need to address routine operating problems caused by inappropriate training.
Lower turnover rates: Those who are properly trained and rewarded for successful performance are less likely to leave, and managers have less need to recruit new employees in increasingly tight labor markets.
Increased morale: Training can help staff members feel good about themselves and their employers.
Benefits of TrainingBenefits of Training
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
Higher levels of work quality: Trained staff members are more interested in operating equipment correctly, in preparing the right products, and in properly interacting with guests.
Easier to recruit new staff: Satisfied staff tell their family and friends about their positive work experiences, and their contacts may become candidates for position vacancies that arise.
Increased profits: It makes sense that, if guests are more satisfied and revenues increase and, if labor and other operating costs are reduced, there is a significant potential for increased profits.
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Obstacles to Training
Insufficient time for managers, supervisors, and/or trainers to plan for and deliver the training
Too much time for trainees to be away from their positions to participate in the training
Lack of financial resources to compensate for the trainer’ s and trainees ’ time and to acquire necessary training resources
Insufficient trainers ’ knowledge and skills. Persons must be taught how to train, just as they must be taught to perform any other unfamiliar task. Formal train - the - trainer programs are not provided by many hospitality organizations.
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
Obstacles to Training
Lack of quality resources available for training. Excellent trainers are creative, and they would never elect to not train because supplemental resources were unavailable. The alternative is to take time to develop several basic training tools
Scheduling conflicts. When can front desk agents meet to learn a new way to perform a task? When can dining room servers be brought together for a group training session on guest service?
Turnover. In many hospitality operations, some staff members leave within a few months (or less) of initial employment. Managers may think, “ Why train employees if they don ’ t remain on the job long enough to use what they have learned? ”
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
3/20/2021
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Obstacles to Training Insufficient lead time between one’s hire date and the time when he or she must be on the job . staff are trained for expanded position duties, and recruitment tactics begin for new employees before a position vacancy has occurred.
Difficulty in maintaining training consistency. When individual trainers plan and deliver training activities based on what they think staff must know, the what and how of training will likely be inconsistent.
Trainer apathy. There should be reasons for trainers to want to train. Benefits for successful training duties can include special privileges, compensation increases, advancement consideration, educational opportunities, and/or recognition.
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
Training MythsTraining Myths
Myths (untruths) about training can create obstacles. Examples include:
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
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Myth 1. Myth 1. Training is easy!!!Training is easy!!!
In fact, when training only involves a trainee tagging along with a more - experienced staff member, it is easy. However, the lack of planning and the increased possibility that basic training principles will be disregarded increases the likelihood that this type of training will be ineffective.
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
Myth 2. Training costs too much!!! Training costs too much!!!
Hospitality operations with a history of inadequate training that has yielded unsatisfactory results are unlikely to invest the resources required to plan and deliver more effective training.“Been there; done that; let’s try something else” is a philosophy that can easily evolve.
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
3/20/2021
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Myth 3.Myth 3. Training is a staff function!!!Training is a staff function!!!
Staff positions are manned by technical specialists who provide advice to, but do not make decisions for, people in chain-of-command line positions. Training is a line function that is too important to delegate to staff human resources personnel, if available, who may assist with recruitment, selection, and orientation tasks.
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
Myth 4. Only new staff need training!!! Only new staff need training!!!
New employees do need training, but so do their more experienced peers when, for example, operating procedures are revised because of technology or when new equipment is purchased.
Employees with a wide range of experience may also want to participate in professional development programs.
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
3/20/2021
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Myth 5. There is no time for training!!! There is no time for training!!!
Many priorities compete for the limited time available to hospitality managers. In this context, training is often deemphasized, and available time is allocated to other tasks.
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
Learning Principles Drive Training PrinciplesLearning Principles Drive Training Principles
Those who believe in the numerous benefits of training share an old saying: “ An organization pays for training even if it doesn’t offer it! ” They recognize that developing and delivering training takes time to do well, and costs are incurred to do so. However, they also know that, in the absence of training, wasted time and money occurs because of errors and rework. Without effective training, guests are less likely to receive the proper quality of required products and services.
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
3/20/2021
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Basic learning principlesBasic learning principles Learning Principle 1: Trainees Must Want to Learn and Need Motivation to Do So.
The old adage, “ You can lead a horse to water, but you can ’ t make it drink, ” applies here. Trainees must want to learn and, for this to occur, they must recognize its worth. “ Because the boss says it is necessary ” is not a meaningful reason from the perspectives of most staff. By contrast, noting that “ This training is a step in a career - long professional development program to help you become eligible for promotion ” will be of interest to many trainees.
Learning Principle 2: Training Should Consider the Trainees’ Life and Professional Experiences.
Many hospitality employees are adults with many useful personal and work - related experiences. Good trainers establish a benchmark of what trainees already know and can do and build on this foundation of knowledge and skills. They maximize the worth of training by emphasizing the most important subject matter with which the trainee is unfamiliar.
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
Basic learning principlesBasic learning principles Learning Principle 3: Trainees Require Time to Learn.
Training takes time. This principle, while seemingly obvious, is sometimes violated. Consider, for example, that some managers expect a new staff member to learn necessary tasks by tagging along with an experienced peer. What happens when there is no dedicated training time and, instead, both parties are continually interrupted by ongoing operational demands?
Learning Principle 4: Trainees Should Know the Training Requirements.
Experienced trainers often use a preview, present, and review sequence. They tell the trainees what they are going to say (preview), they tell them the information (present), and they tell them once again (review). This tactic helps minimize surprises and reduces trainee apprehension.
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
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Basic learning principlesBasic learning principles Learning Principle 5: Training Should Consider the Trainees’ Attention Spans.
Several short training sessions are generally better than one long session. When planning an entire program, consider the complete range of subject matter to be presented. Then break the total training requirement down into manageable (short) parts to be facilitated in a single session.
Learning Principle 6: Learning Should Be Paced.
paced learning allows trainees to practice and improve on basic skills in a focused way. They can concentrate on one or several skills rather than on all skills and, in the process, better learn the correct way to perform all of them.
Learning Principle 7: Learning Speed Varies for Trainees.
Individualized training allows the trainer to incorporate what the trainee knows into and to exclude what the trainee doesn't know from the training process. The pace of training can then be individualized.
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
Training principlesTraining principles Training Principle 1: Trainers Must Know How to Train.
A person must be taught how to train, and train - the - trainer programs are needed to provide necessary knowledge and skills.
Training Principle 2: Training Must Focus on Real Problems.
Frequently, problems (challenges) are encountered that must be resolved, and training is a useful tactic to do so.
Training Principle 3: Training Must Emphasize Application.
Most people learn best by doing. For example, hands - on training using an individualized training program is typically the best way to teach an entry-level housekeeper to properly perform guest room cleaning duties.
Training Principle 4: Training Should Be Informal.
To the extent possible, training should be personalized, conducted in the workplace, and allow the trainer to interact with the trainee.
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
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Training principlesTraining principles Training Principle5: Training Should Employ a Variety of Training Methods.
Training that allows for demonstration, practice, and comparison of written information (e.g., standards or procedures) with how tasks are actually done is more likely to be effective. Group training that uses case studies, small group interaction, video followed by discussion, and other interactive techniques will likely be better received by trainees than will a lecture - only format.
Training Principle 6: Training Focus Should Be on Trainees.
Good trainers want to address trainees ’ needs. Using difficult language including jargon can create problems, as can teaching advanced before basic skills.
Training Principle 7: Trainers Should Allow Trainees to Practice.
Skills are typically learned by observing how something is done and then by practicing the activity in a step - by - step sequence. After the task is learned, time and repetition are often required to enable the trainee to perform the task at the appropriate speed.
Training Principle 8: Trainers Require Time to Train.
Training takes time that must be scheduled, and the resources required for it must be allocated.
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
Training principlesTraining principles Training Principle 9: Training Environment Must Be Positive.
Consider someone given training responsibilities who does not enjoy the task. This issue can quickly lead to a hostile environment that lacks the interpersonal respect that is a prerequisite for effective training.
Training Principle 10: Trainees Should Be Treated as Professionals.
Experienced staff training their peers should recognize that they will be peers with the trainees after the training is completed, and their responsibility is to use their training skills to help trainees learn.
Training Principle 11: Trainees Need Encouragement and Positive Feedback.
Trainees want to know how the trainer evaluates their performance during and, especially, after training is completed.
Training Principle 12: Trainees Should Not Compete Against Each Other Contests.
Develop contests in which all trainees who attain specified standards can win.
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
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Training principlesTraining principles Training Principle 13: Trainees Should Be Taught the Correct Way to Perform a Task.
Tasks should be taught using the correct work methods on a step - by - step basis, with trainer presentation followed by trainee demonstration.
Training Principle 14: Train One Task at a Time.
Hospitality employees must typically perform many tasks in their positions. Tasks should be taught separately, and each should be broken into steps taught in proper sequence.
Training Principle 15: Train Each Task Using a Step - by - Step Plan.
The trainer demonstrates the correct way to do the entire task again step-by step, and the trainee repeats the correct procedures. He or she then practices each step as necessary to yield the appropriate speed for task performance.
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
Training MethodsTraining Methods
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
On-the-job-training:
On-the-job-training, or OJT, is probably one of the most commonly used training techniques for hospitality industry front-line employee. Sometimes this method is called job instruction training, or JIT.
This type of training is delivered directly to the employee while on the job.
It is effective when used to teach employees the tasks they need to perform in order to effectively do their jobs.
In this case a trainer, a supervisor, or even a coworker serves as the instructor.
When this training method is properly planned and executed, it is very effective because it is one of the few training techniques that incorporates each of the learning principles.
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Training MethodsTraining Methods
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
In order to be effective, proper OJT should consist of the following steps:
Figure 2: Steps in the OJT method
Training MethodsTraining Methods
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
Problems Associated with OJT:
Poor choice of trainer: The person selected to conduct the training should be patient, have adequate job knowledge, be a good communicator, have an outgoing personality, and wants to train others.
Lack of trainer preparation. Allow the trainer time to prepare a timetable for instruction and to assemble and set up any needed materials or supplies.
Poor choice of place and time. OJT means on the job, so it is normal to attempt to conduct training during regular business hours. This presents a challenge to hospitality business managers because regular business hours usually mean customers and guests need to be served at the same time the OJT is taking place. Management should ensure adequate labor is scheduled so that the trainer and trainee can have their training session without constant interruptions.
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Training MethodsTraining Methods
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
Job rotation or cross-training:
Job rotation or cross-training is another effective training method that is widely used in hospitality operations.
To cross-train employees in a variety of jobs, supervisors will often move the trainee from job to job. Each move is normally preceded by OJT.
This method of training is effective because it gives workers the ability to perform a variety of jobs at the workplace and sometimes helps to eliminate the potential for boredom.
Housekeeping employees can be cross-trained in laundry, hotel bell-staff may be cross-trained as lifeguards or as front desk agents, restaurant food servers can be cross-trained to work the cashier/greeter station, and kitchen grill workers can be cross-trained to work in the pantry.
Training MethodsTraining Methods
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
Job rotation or cross-training:
Each of these examples helps to provide employees with exposure to a variety of jobs and provides management with greater flexibility when assigning tasks.
Cross-training also enables management to run a smooth operation when employees are on vacation or absent, because cross-trained employees can step in and perform the tasks of the absent employee.
Cross-training employees also helps employees to develop skills and acquire knowledge that may lend themselves well to potential career advancements.
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Training MethodsTraining Methods
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
Problems with Job Rotation and Cross-training:
Perhaps the greatest problem associated with cross- training is that employees sometimes see the process as nothing more than job loading.
If this is the chosen training method, it should benefit both the employee as well as management.
Another problem occurs if the hospitality business is operating under a union’s collective bargaining agreement, or contract.
Training MethodsTraining Methods
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
Train The Trainer Programs:
Training the trainer means that the hospitality organization identifies an existing employee— or several employees—who has the desire and some talent for teaching others, and then teach this person to train other staff members.
By training one key person to train others in the organization, you distribute the knowledge and create a repository of knowledge within the organization.
A train the trainer program could involve sending one staff member to an outside training class to learn about training techniques, or an experienced manager could train the trainer in-house.
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
Train The Trainer Programs:
An effective train the trainer program will teach inexperienced trainers such skills as how to facilitate a training session, how to deal with employees who are having trouble learning, and how to utilize different training techniques based on learning objectives or outcomes desired.
Given the budget constraints that many smaller hospitality operations experience, it is not always possible to send many staff members to outside training.
Developing an internal training program can be empowering, and it allows smaller organizations to become more self-sufficient.
Training MethodsTraining Methods
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
Off-the-job training methods:
Off-the-job training methods do not necessarily occur entirely away from the workplace, but this sort of training is usually provided in a traditional classroom setting or similar venue.
Off-the-job training includes lectures, video presentations, computer-based training, role playing, case studies, simulation exercises, and self-study.
Lecture and video presentations tend to rely more heavily on communications than on the modeling approach presented in OJT and job rotation.
Providing employees with a lecture is cost-effective when a large amount of information needs to be delivered to a sizeable group of trainees.
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Training MethodsTraining Methods
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
Off-the-job training methods:
Often, lectures occur during new-employee orientation when management wishes to cover the information contained in the employee handbook with new hires.
Video presentations are similar to lectures and are an effective way to deliver information.
Many chain restaurants utilize CD-ROMs and videotapes to deliver basic information about corporate culture as well as more specific, job- related training.
These video presentations are usually available in several languages, which is quite beneficial considering the cultural diversity of today’s hospitality industry employees.
Other Training MethodsOther Training Methods
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
Other training methods available to the hospitality manager include:
Internships,
Role playing,
Case studies, and
Self-study, sometimes called programmed learning.
The overall effectiveness of any one of these methods will depend largely upon who is being trained, the level of the trainee within the organization, what the expected outcomes are, and whether there are appropriate materials available and/or skilled trainers to support the training method chosen.
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Other Training MethodsOther Training Methods
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
Internships:
Many college students who are preparing for future careers in the hospitality industry are probably already familiar with this term. An internship involves learning from a more experienced employee or employees within the industry.
This approach to training can be very effective because it requires high levels of participation from the trainee and provides the trainee with high transferability to the job.
Often, employees who have been selected for future advancement are put into formal management training programs in which, ideally, the trainee will be introduced to a wide variety of jobs in the organization.
A trainee in a hotel organization’s management training program may spend a month or so in several departments so he or she is exposed to the various job opportunities within the organization.
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
Role playing:
Role playing is a process that forces trainees to assume different identities. It is a training method that is sometimes used to change employee attitudes.
For example, a male worker may assume the role of a female supervisor, and the supervisor may assume the role of a male worker. Both trainees would be given a typical work situation and told to respond as they would expect the other to do. This training technique involves participation and feedback.
Hospitality sales and marketing professionals sometimes utilize this training method to help fine-tune their sales presentations before presenting to an actual client. One trainee would play the role of the sales manager, and another individual would play the role of the prospective client.
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Other Training MethodsOther Training Methods
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
Case study:
When trainees study case situations related to the workplace, they learn about real or hypothetical situations or circumstances and the actions others have taken when faced with these situations.
Aside from learning about the content of the case, a case study helps trainees to develop decision-making skills.
In most cases, this approach to training provides some transference as well as participation through discussion and feedback.
Other Training MethodsOther Training Methods
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
Self-study:
The self-study training method is also called programmed learning.
This is a useful training method when employees are scattered geographically or when learning requires little interaction.
Carefully planned instructional materials can be delivered either online via the Internet or company intranet, or in books and manuals, or even via CD-ROMs.
Well-designed materials will provide learner participation, repetition, relevance, and feedback.
Transference, however, tends to be low.
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Characteristics of Effective TrainerCharacteristics of Effective Trainer
1-Have the desire to train: Good trainers want to train. There are several reasons why a trainer might desire to do so, including: An interest in helping others, and Internal recognition for a job well done, The knowledge that effective trainers are frequently promoted to higher level positions within the department.
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
Characteristics of Effective TrainerCharacteristics of Effective Trainer
2-Have the proper attitude about the employer, peers, position, and the training assignment.
Hospitality organizations that emphasize the importance of staff members and that provide quality training opportunities to all employees at all levels will likely increase the morale of their trainers.
Conversely, when training is just another and not so important responsibility, a less than willing attitude is likely.
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
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Characteristics of Effective TrainerCharacteristics of Effective Trainer
3-Possess the necessary knowledge and ability (skills) to do the job for which training is needed. Effective trainers must be knowledgeable about and have the skills necessary to perform the work tasks for which they will train others.
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
Characteristics of Effective TrainerCharacteristics of Effective Trainer
4- Utilize effective communication skills.
Trainers are effective communicators when they:
(1) Speak in a language that is understandable to the trainee,
(2) Recognize that body language is a method of communication,
(3) Use a questioning process to learn the extent to which a trainee has learned, and
(4) Speak to communicate rather than to impress. For example, they don’t use unfamiliar jargon, and they teach new staff members the meaning of unusual but commonly used terms.
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
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Characteristics of Effective TrainerCharacteristics of Effective Trainer
5-Know how to train. The importance of Train Of The Trainer programs should be obvious but often is overlooked.
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
Characteristics of Effective TrainerCharacteristics of Effective Trainer
6- Have patience .
Few trainees learn everything they must know or be able to do during their first exposure to training.
Effective trainers have patience and understand that training steps must sometimes be repeated several times in different ways.
They know that the goal is not to complete the training quickly; rather, it is to provide the knowledge and skills the trainee needs to be successful.
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
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Characteristics of Effective TrainerCharacteristics of Effective Trainer
7-Exhibit humor. Use of humor in good taste often provides a subtle message to a trainee: “ I am enjoying the opportunity to provide training, and I hope you enjoy it as well. Learning can be fun, because the process is enjoyable. ”
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
Characteristics of Effective TrainerCharacteristics of Effective Trainer
8-Have time to train. Effective training takes time, and it must be scheduled for the trainer and for the trainees.
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
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Characteristics of Effective TrainerCharacteristics of Effective Trainer
9-Show genuine respect for the trainees. This characteristic is driven by the need to treat trainees as professionals. You’ll likely find that those whom you respect will also respect you. This mutual respect allows training to be more effective.
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
Characteristics of Effective TrainerCharacteristics of Effective Trainer
10-Be enthusiastic.
Newly employed staff members want reinforcement that their decision to join the organization was a good one.
Initial experiences with an enthusiastic trainer help develop the foundation for successful training and for employees' long term commitment.
Trainers can reinforce the philosophy of more senior staff:
“ This is a good place to work: let’ s make it a better place to work, and this training
will help us to do so. ”
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
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Characteristics of Effective TrainerCharacteristics of Effective Trainer
11-Celebrate the trainees ’ success.
Have you ever heard the saying that
“If a trainee hasn’t learned, it is because the trainer hasn’t trained?”
A successful trainer is one who has successfully trained, and the reverse is also true: trainers have not been successful when their trainees have not learned.
Take time to celebrate when learning occurs.
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
Characteristics of Effective TrainerCharacteristics of Effective Trainer 12- Value diversity. Increasingly, hospitality organizations employ persons with a variety of backgrounds and cultures, and the property is strengthened because of the different perceptions that provide input into decision making. All staff share the need to be well trained. An effective trainer accepts the challenge to develop all trainees to the fullest extent possible, even though training tactics might differ based on the trainees' cultural backgrounds. For example, group trainers may need to actively solicit question responses from trainees who don’t readily participate in discussions, and trainees from some cultures may be embarrassed to participate in role play exercises.
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
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Prepare TraineesPrepare Trainees
The need to Planning Training Programs is an obvious step that is often overlooked and/ or done incorrectly. Providing training materials and activities will not necessarily yield more knowledgeable and skilled staff members. Instead, this goal can only be attained when the trainees want to learn.
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
Prepare TraineesPrepare Trainees Implementing training programs is easier when trainees have provided input into their development. This can occur when staff members provide suggestions about process revisions, and as task lists and task breakdowns are developed. Additional ways to motivate trainees to benefit from training include:
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
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Prepare TraineesPrepare Trainees
Tell trainees what to expect. The who, what, when, and where of training should be provided, Specific questions should be addressed, and Opportunities or group discussions about the training should be provided.
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
Prepare TraineesPrepare Trainees
Explain why the training is needed. Whenever possible, state this in terms of what’s in it for the trainees, rather than how it will benefit the property.
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
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Prepare TraineesPrepare Trainees
Provide time for the training. Effective training cannot be rushed, and it cannot be done during peak business times or whenever time is available. Dedicated time must be considered as schedules for trainers and trainees are developed.
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
Prepare TraineesPrepare Trainees
Address trainees’ concerns. For example, persons with language or reading problems and those wanting to know about the relationship, if any, between training and advancement opportunities have concerns to be addressed before the training begins.
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
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Prepare TraineesPrepare Trainees
Emphasize the importance of training. This factor is easy to accomplish in a property that supports training.
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
Prepare TraineesPrepare Trainees
Explain that training will be directly related to the trainee’ s work. Coupled with a discussion about how trainees will directly benefit from the training, this will provide a powerful motivator for training acceptance.
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
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Prepare TraineesPrepare Trainees
Stress that the training will be enjoyable and worthwhile. This tactic should be easy to implement when the trainees have had positive experiences with past training efforts.
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
Individual Assignment # 5Individual Assignment # 5 Title: Planning Training Programs.
Points to be covered:
1. List some training activities in which you have participated that were beneficial to you. Why did you enjoy them? How did they help you to learn? What training principles noted in this handout were incorporated in these activities?
2. List some training experiences in which you have participated that you did not enjoy. Why did you not like them? How did they hinder your learning experience? What training principles noted in this handout did they violate?
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
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Individual Assignment # 5Individual Assignment # 5
Instruction for the assignment:
Type of attached file: word document file attached through course messages on the BlackBoard.
Name of word file: Assignment 5
Deadline: Saturday, 27/3/2021
Grades assigned: 10 Marks.
You should have a cover page for your assignment involving the following information: Course Name and its Code; Assignment Title; Student Full Name; Student ID No.; Submitted to whom, Date of Submission.
A list of References used should be added by the end of Assignment.
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
THANK YOU
Thank you for being with me today and please feel free to ask any questions.
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King Abdul Aziz University – Faculty of Tourism Human Resources in Event Management - Master in Event Management Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab January, 2021
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