Training & Development for the Hospitality Industry

Every hospitality organization needs well-trained employees. Guests expect it, and employees
are now choosing employers based on the training and professional development they offer. This
text will teach students how to be excellent trainers who understand the role training plays in the
organization, how to design it, and how to deliver it.

Students will learn:

• Why training is vitally important to a company’s success

• How to use a variety of assessment methods to determine training needs
• Instructional design techniques and processes
• What mentoring is - and isn’t

Author: Debra F. Cannon, Ph.D., CHE, Georgia State University

Author: Catherine M. Gustafson, Ph.D., CCM, CHE, University of South Carolina

Course Description: This course provides a thorough look at training by addressing how to
assess and analyze the training needs of new and established operations; look upon training and
development as an investment; use training tools and techniques; train with technology; measure
and evaluate training; and use different training techniques when training employees,
supervisors, and managers.

Objectives:

1. Describe the effects such factors as the work force, strategic planning, and technology
have had on the hospitality training industry.
2. Explain how the principles of adult learning apply to training and development in the
hospitality industry.
3. Identify the variables to consider when calculating the costs of training and the costs of
not training, and describe how training directors develop cost-benefit analyses for
training and development activities.
4. List methods for identifying the training and development needs of a hospitality
organization, and explain how to use the information gained from a needs assessment.
5. Identify factors to consider when developing training materials and programs, and
describe how technology has affected the instructional design process.
6. Describe types of exercises and activities that can be incorporated into training sessions.
7. Summarize the advantages and disadvantages of various types of technology-based
training, and describe the challenges involved in designing and delivering a Web-based
course.
8. Differentiate between measurement and evaluation, and identify criteria that training
directors use to validate training activities.
9. Explain the importance of training departmental trainers.
10. Distinguish general orientations from departmental/specific job orientations, and describe
the socialization process that continues after the initial orientation sessions.

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11. List the steps in the four-step training method and describe the training issues involved
with each one.
12. Define mentoring and its role in hospitality training, and distinguish between mentoring
and coaching.
13. Identify the professional continuing education resources available to complement
hospitality industry training and development, describe the training styles and topics
frequently used to train supervisors and managers, and explain how supervisory and
management training and development can facilitate organizational change.
14. Identify and describe various types of executive education programs.
15. List the advantages and disadvantages of outsourcing training and development.

Group Teaching Guidelines: This course consists of fourteen chapter sessions that can be
combined or broken down to meet a variety of scheduling needs. Class activities are included in
the Instructor's Guide.

Evaluation: The student must complete a comprehensive final examination.

Table of Contents
Chapter: 1 A Case for Training and Development
Chapter: 2 Training and Development as an Investment
Chapter: 3 Assessing Training Needs
Chapter: 4 Instructional Design
Chapter: 5 Training Tools and Techniques
Chapter: 6 Training with Technology
Chapter: 7 Measuring and Evaluating Training and Development
Chapter: 8 Training the Trainer
Chapter: 9 Orientation and Socialization
Chapter: 10 Hourly Employee Training
Chapter: 11 Mentoring
Chapter: 12 Supervisory and Management Development
Chapter: 13 Executive Education
Chapter: 14 Outsourcing Training and Development

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 Training & Development for the Hospitality Industry

Chapter 1 Outline - A case for Training and Development

I. Hospitality today
• Today’s Work Force
• Training and the Strategic Plan
• Technological Changes
• Creative Training
• Learning Organizations
II. Adult Learning Principles
III. Promoting Training
IV. Training issues of Twenty First Century
• Negligent training
• Diversity
• Globalization
V. Career options in Hospitality Training
• Department- Level Trainers
• Property-Level Trainers
• Regional and corporate trainers
• Other Training Professionals

Competencies covered in this module:

• Describe the effects such factors as the work force, strategic planning, and technology have had
on the hospitality training industry.
• Explain how the principles of adult learning apply to training and development in the hospitality
industry, and describe how trainers can promote training within their organizations.
• Explain how training and development activities are affected by issues such as scheduling,
negligent training, cultural diversity, trainee disabilities, and globalization.
• Identify the duties and responsibilities of training positions at the department, property, and
regional / corporate levels.

Chapter 2 Outline – Training & Development as an Investment

I. Why Is Training an Investment?

• Return on Individual: The Other ROI, Human Capital
• Absenteeism
• Turnover
• Recruitment

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II. Budgeting Training

• Historical Perspective
• Why Is It Different Today?
• Sharing Costs With Others
• The Training Proposal
III. Costs of Training
• Costing Practices
• True Costs
• Sources of Costs
• Intangible Costs
IV. Benefits of Training
• Who Benefits From Training?
• True Benefit Values / Savings
• Resources of Values / Savings
• Intangible Benefits
V. Cost-Benefit Analysis
• What Dose the Cost Benefit Analysis Do?
VI. Return on Investment
• What It Is and What It Does?
• Cost Feasibility Analysis
• Cost-Effectiveness Analysis
• When Not to Measure
VII. Costs of Not Training

Competencies covered in this module:

• Explain how training is an investment in the organization.

• Differentiate the budgeting process for training in today’s organizations from the past.
• Identify the variables to consider when calculating the costs of training and the costs of not
training.
• Describe how training directors develop cost benefit analyses for training and development
activities.
• Explain how training directors calculate ROI (return on investment) for training and
development activities.

Chapter 3 Outline – Assessing Training Needs

I. Beginning of training process: Needs Assessment

• What Is Needs Assessment?

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• Who Should Conduct It?

• Why Conduct Needs Assessment?
• Before You Begin
II. Identifying Needs
• Gap Analysis
• Training Problem or Performance Problem
• Vague Standards
III. Organisation Analysis
IV. Job and Task Analysis
• The Task List
• The Job Breakdown
• Job Standards
• Job Descriptions
V. Data Collection Methods
• Classification
• Surveys and Questionnaires
• Focus Groups
• Extant data
• Nominal Group Technique
• Interviews
• Observations
• Objective Data Collection
VI. Organizing Data
• Tools
• Analysis
VII. Other Classifications of Needs Assessment
• Deficiency or Opportunity
• Known or Unknown
VIII. Working with Results
• Plan Your Initial Training Goals and Objectives
• Gaining Support
• Get to Know Your Audience

Competencies covered in this module:

• Describe a training needs assessment and explain who should conduct it, why it should be
conducted and how to prepare for it.
• List methods for identifying the training and development needs of a hospitality organization.
• Explain how to conduct a job and task analysis.

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• Identify and describe data collection methods and how data is organized.
• Describe how needs assessments are classified into deficiency or opportunity and known or
unknown.
• Explain how to use the information gained from needs assessment.

Chapter 4 Outline – Instructional Design

I. History of Instructional Design

II. Principles of Instructional Design
• Systems and Strategy
• Instructional Design Models
• Just-in-time Instructional Design
• Key Factors in a successful Course
• Steps in Instructional Design
III. Analyze
• Needs Analysis
• Problem Analysis
• Goals Analysis
• Trainee Analysis
• Recourse Analysis
• Job and Task Analysis
IV. Design
• Learning Objectives
• Constructing Criterion Measures
• Sequencing Content
• Selecting Methods and Media
V. Develop
• Choosing Training Materials
• Creating Training Materials
• Creating Program Evaluation Materials
• Documenting Training
VI. Implement
VII. Evaluate
• When to Take a Different Approach
VIII. Technology and Instructional Design

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Competencies covered in this module:

• Summarize the history of instructional design and its fundamental principles.

• Differentiate among the types of analysis trainers perform.
• Describe the types and functions of learning objectives in instructional design and discuss
evaluation criteria and methods.
• Explain how a trainer sequences content and selects methods and media for a training
curriculum.
• Identify the factors to consider when developing training materials and programs.
• Define the role of implementation and evaluation in the design of training.
• Describe how technology has affected the instructional design process.

Chapter 5 Outline – Training Tools and Techniques

I. Openers
• First Impressions
• Introductions
• Setting Expectations
• Developing Interest
• Making Participants Comfortable
II. Icebreakers
• Getting Learners Acquainted
• Setting the Tone
• More Time Equals More Intimacy
• Humor
III. Exercise / Activities
• Role Plays
• Case Studies
• Small Group Interaction
• One-On-One
• Shadowing
• Simulation
• Projects
• Panel
• Demonstration
IV. Games
• Characteristics of Training Games
• Improper Use of Training Games

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V. Support Media
• Handouts
• Videos
• LCD and DLP Presentation
• Flip Charts
• Overheads
• Microphones
VI. Closers
• Transfer of Learning
• Closing Takes Time
• Effective Closers
• Closing Closers
VII. The Final Step
• Feedback and Evaluation
• Quiz / Testing
• Reorganization and Certificates

Competencies covered in this module:

• Explain how the first several minutes of training session affects learner interests and trainer
credibility; describe common opening activities and goals.
• Evaluate the effectiveness of icebreakers with groups of different sizes and learner relationships.
• Identify the different types of activities that can be incorporated into training sessions.
• Describe how games can be used for training.
• Distinguish the difference among support media and describe how support media can be used
most effectively.
• Identify how closers can help transfer learning to the workplace.
• Outline methods and techniques for following up on training.

Chapter 6 Outline – Training with Technology

I. Incorporating Technology
• Desired Learning Environment
• Course Design
II. Selecting Technology
• Trainee Characteristics
• Planning Resources
• Trainer Proficiency
• Management Support

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• Trainer and Trainee Technical Support

III. Types of Technology-Based Media
• Video
• Computer-Based Training
• Computer Aided Instruction
• Web-Based Training
IV. Distance Learning
V. Design and Delivery of Web-Based Training
• Choose the Course
• Web-Based Hybrids
• Establish Technology Standards
• Establish Course Framework
• Provide Needed Resources
VI. Blending Technology with Traditional Techniques
VII. Evaluation Using Technology
• Trainee Evaluation Using Technology
• Course Evaluation Using Technology

Competencies covered in this module:

• Identify factors that training directors consider when deciding to incorporate technology within
training and development activities.
• Describe the advantages and disadvantages of various types of technology-based training and
development activities.
• Identify criteria that training directors use when selecting technology for a specific training or
development activity.
• Describe the challenges involved in designing and delivering a web-based course.
• Describe factors to consider in combining technology-based training with traditional training.
• Explain how technology can be used to track training and development activities.

Chapter 7 Outline – Measuring & Evaluating Training & Development

I. Measurement and Evaluation: Knowing the difference

II. Components of measurements
• Where Do You Begin?
• Why Measure Training?
• What to Measure?
• Who Measures?
• How to Measure?

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III. Components of Evaluation

• Why Evaluate?
• Who Evaluate?
• What to Evaluate?
• When to Evaluate?
• How to Evaluate?
IV. Kirkpatrick’s Levels of Evaluation
• Level One-Reaction
• Level Two-Learning
• Level Three-Behavior
• Level Four-Results
• Level Five-Return on Investment
• Implementing Evaluation
V. Validity and Reliability
• Validity
• Reliability
VI. Measurement and Evaluation Tools
• Benchmarking
• Performance Testing
• Action Plans
• Learning and Performance Contracts
• Follow-Up Training Sessions
• Critical Incident Approach
• Attitudes and Feeling Tools
VII. Tests as Tools
• Test Writing
• Types of Tests
VIII. Evaluation Data
• Increasing Evaluation Data
• What to Do with Results?
IX. Pitfalls in Measurement and Evaluation

Competencies covered in this module:

• Differentiate between measurement and Evaluation.

• List the components of measurements.
• List of components of Measurement.
• Describe the various levels at which training directors can evaluate training and development
activities.

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• Identify criteria that training directors use to validate training activities.

• List measurements and evaluation tools and explain how they are used.
• Describe what training directors do with evaluation data.
• Describe the drawbacks to measuring and evaluating training and arguments made against it.

Chapter 8 Outline – Training the Trainer

I. Training Overview
• Training Methods
• Qualities of Good Trainers
• Understanding the Jobs Being Trained
• Evaluating training
II. Four-Step Training Method
• Step-One: Prepare to Train
• Step-Two: Conduct the Training
• Step-Three: Coach Trial Performances
• Step-Four: Follow Through
III. Learning
IV. Communication
• The Communication Process
• Speaking Anxiety
• Listening
V. Certification for Department Level Trainers

Competencies covered in this module:

• Explain the importance of training departmental trainers.

• Outline how trainers use the four-step training method to train employees.
• Describe learning process and characters affecting it.
• Describe the communication process.
• Identify techniques to help reduce speaking anxiety.
• List characteristics of effective listeners.

Chapter 9 Outline – Orientation and Socialization

I. Orientations
• The General Property Orientation
• The Specific Job Orientation

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• Pre-Employment Orientation
• Orientation Activities
• Creative Approaches to Orientation
• Orientation Follow-up
• The Re-Orientation Approach
• Factors Important for Successful Employee Orientation
• Evaluating Orientation
II. Socialization
• Designing the Socialization Process
• Approaches to socialization

Competencies covered in this module

• Describe how hospitality companies benefit from comprehensive, effectively conducted

employee orientation programs.
• Distinguish general orientations from departmental / specific job orientations and pre-
employment orientation.
• Identify the orientation activities that continue after new employees complete initial orientation
sessions.
• Describe the socialization process that continues after the initial orientation sessions.

Chapter 10 Outline – Hourly Employee Training

I. The Four –Step Training Method

• Step One: Prepare to Train
• Step Two: Conduct the Training
• Step Three: Coach Trial Performances
• Step Four: Follow Through
II. Group Training Issues
• Basics of Group Dynamics
• Roles Played by Trainees
III. Hourly Employee Training Techniques
• Demonstrations
• Shadowing
• Games and Simulations
• Role Plays
• Case studies
• Computer-Based Instruction
• Mind Maps

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IV. Accelerated Learning

Competencies covered in this module:

• List the steps in the four-step training method and describe the training issues involved with
each one.
• Summarize the following group training issues: group dynamics, roles played by trainees and the
room environment for group training.
• Explain the following hourly employee training techniques, including their advantages and
disadvantages: demonstrations, shadowing, games and simulations, role plays, case studies,
computer-based instruction, and mind maps.
• Explain the concept of accelerated learning as it applies to hourly employee training.

Chapter 11 Outline - Mentoring

I. Mentoring Compared to Coaching

• Informal and Formal Mentoring
• Roles of the Mentor
• Expectations of the Protégé
II. Benefits and Drawbacks of Mentoring
• Potential Benefits of Mentoring
• Potential Problems of Mentoring
III. Mentoring Skills
• Mentoring Activities
• Improving Mentoring Skills
IV. Maximizing the success of Mentorships
V. Examples of Hospitality Mentorships

Competencies covered in this module:

• Define mentoring and its role in hospitality training.

• Distinguish between mentoring and coaching.
• Identify the characteristics needed by effective mentors and productive protégés.
• List the benefits and problems with mentoring.
• Explain how to develop mentoring skills through various mentoring activities.
• Describe ways to maximize the success of mentoring programs.

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Chapter 12 Outline – Supervisory and Management Development

I. Continuing Education
• Emergence of continuing Education
• Professional Development
• Lifelong Learning
II. Certifications
• History of Professional Certification Programs
• Values for the Hospitality Industry
• Benchmarking
• Design Models
• Competency-Based Curriculum
III. Supervisory Development
• Needs Assessment
• Role in the Organization
• Maximizing Outcomes
• Environmental Influences
IV. Management Development
• Needs Assessment
• Gaining Commitment
• Measuring Effectiveness
V. Organizational Change through Training and Development
• Characteristics of Organizational Change
• Change Agents
VI. Training Styles and Topics
• Flexible- Learning Alternatives
• Traditional-Learning Alternatives
• Training Topics

Competencies covered in this module:

• Identify the professional continuing education resources available to complement hospitality

industry training and development.
• Describe industry-based professional certification programs.
• Describe the process of supervisory development and its benefits for the manger and the
organization.
• Explain how training and development can facilitate organizational change.
• Describe the training styles and topics frequently used to train supervisors and managers.

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Chapter 13 Outline – Executive Education

I. Exploring Executive Education

• Recognizing Development needs
II. Types of Executive Education Programs
• Executive MBA Programs
• Open Enrollment Programs
• Customized Programs
III. The CEO Academy
IV. Corporate Universities
• Hospitality Corporate University
• Corporate Universities as Profit Centers
V. On-Line Options
VI. Executive Education through Professional Associations
• A Prototype of Lifelong Professional Development in Hospitality

Competencies covered in this module:

• Describe the importance of executive education programs.

• Identify the various types of executive education programs.
• Describe how electronic delivery is affecting executive education.
• Describe the role professional associations’ play in executive education.

Chapter 14 Outline – Outsourcing Training & Development

I. Advantages of outsourcing
II. Disadvantages of Outsourcing
III. Categories of Outsourcing
IV. A Model for Outsourcing
• Commit
• Select Activities
• Choose Vendor(s)
• Contract
• Transition
• Manage and Improve
V. Selecting Vendors
VI. The Outsourcing Contract
• Suggestions for Contracting Vendors
VII. Evaluating Outsourcing Effectiveness

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Competencies covered in this module:

• List the advantages and disadvantages of outsourcing.

• Describe the different categories of outsourcing.
• Describe the steps in an effective outsourcing process.
• Identify ways to select vendors.
• List important elements to include in an outsourcing contract.
• Explain how to evaluate training that has been outsourced.

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