Page 2 of 6 Pre-training Recommendations
This report is a result of my direct observations and involvement in the HRprocess of this company for the past six months. I felt the need for this
after the MD’s
instructions to me to facilitate training for the resorts. I
understand that MD’s
decision has resulted from his personal experienceof the service at the resorts, comments, complaints from guests, tour operators and travel agents and requests from the Heads of Departments/ Executive managements of the resorts.From the above list, it can be seen that each party has a unique way of looking at the standard of service and without a proper need-analysis wemay not be able to determine the objectives of our training which will inturn determine the type or mode of training required. At the senior management level, we need to ask ourselves one keyquestion:
Why do we need training?
Do we need training to create somehype or excitement amongst the staff to help us with employee retentionand take us closer to the HRD award from the government? Do we needtraining to enhance and improve the level of the service we provide toguests through our outlets? Do we need training to solve operationalproblems to ensure a glitch-free, smooth service?Each of the above objectives requires a unique program of training.However, it is my sincere feeling that we need to achieve all of theobjectives from a long-term training program.
Since my assumption of the recruiting responsibilities under Mr.Shakir’s
guidance, I have always recruited individuals with experience and this hasbeen the wish of the managements. This is one reason I believe negatesany urgent or pressing need for entry level training.
If the members of staff, despite having the basic technicalcapabilities, are not able to deliver an acceptable standard of service,then the capacity and ability of their supervisors are in seriousquestion. It is a sign of lack of organization and a sign of anineffective supervisory or management mechanism.
Also, most of the on the job training methods employed in the hospitalityindustry do not require outside assistance, neither consultants nor trainers. It is a routine process and the heads of department should beable to design, coordinate and / or deliver this type of training themselves.Olhuveli and Vilu have a number of HR complications that may hamper the successful implementation of a long-term training plan.