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Transcript of Training
What's the Problem?
How does training relate to Hospitality HRM?
Martina Schiavello, Soyoung Min,
Melody-Lyla Kamigaki, Amanda Moshell
The systematic acquisition and development of the knowledge, skills and attitudes required by employees to adequately perform a task or a job or to improve performance in the job environment. (Moore, 2007)
Introduction: What's Wrong?
Difficulties in training due to lack of corporate culture.
The patterns of beliefs, values, and learned ways of coping with experience that have developed during the course of an organization's history and which tend to be manifested in its material arrangements and in the behavior of its members (Brown, 1998)
The results of failure in training are most apparent in customer interaction in the hospitality industry
Failure in training therefore has a particular impact on guests because the culture is strongly related to service standards and hospitality values
E.g. Ritz Carlton
Management and HR do not understand the sequence of events that must happen before training can be implemented correctly, which is:
1. Defining a (corporate) Culture
2. Creating a Structure
3. Go through a Needs Assessment
4. Then implement a Training
Who does it affect?
if you think about it...
Why this happens and the root causes:
#1: Lack of training and leadership skills found in leaders
#2: Inability to hone the skills of subordinates
#3: Failure/Unwillingness to understand the culture of employees
Implications on HRM management
Having a configurational perspective
Implement and invest in a training program that is contingent with other HR practices
#1 Standardized training
well trained managers communicate better with their employees
everyone is on the same page
difficult to create a standardized training program
#2 Performance Standards
Gives a strong credibility to the training currently implemented.
Manager's resistance against having an assessment done
Lack of trust
Lack of empowerment
by showing fear means there's something to hide, which can possibly expose the underlying problems in training programs
#3 Creating a relationship between employees and corporate culture through motivation.
lower turnover rate
every individual is different so motivation techniques may vary too much to be effective
1. Standardized Training
2. Performance Standard:
Why is training and corporate culture so important in the Hospitality Industry?
A. Because of direct contact with guests
B. To make employees nicer
C. To motivate employees
D. None of the above
What is not a root cause of failure in training?
A. Lack of training and lack of leadership skills found in leaders
B. Failure to make an attractive job pool
C. Inability to hone the skills of subordinates
D. Failure/Unwillingness to understand the culture of employees
Best Solution: #2 Performance Standards
How it should be implemented: A bi-yearly assessment
2 Process Assessment:
1. External- Consulting company
2. Internal - ( Through the HR department)
Customer Surveys, Personal Assessment
- job pool not as attractive because of rigorous training/assessment program
- external consultant ( lacks understanding of business)
-fix training program and make it more
specific long term benefits to refining training program
- employee motivation
- a better trained staff makes work more
- too high of an expense for certain companies
- too time consuming
-too much pressure on management/employees
- increasing competitiveness of company/
organization because of its performance
-uniform public image on brand
Potential Impact on Society
employee unhappiness/low motivation
inability to move in employee workplace/lack of understanding how to
high turnover rate