Train the trainer

Training process for The Trainer

Critical to the success of any industry is the quality

of the people who work within it. We are committed
to provide the best service possible by
communicating and training our Associates.
Being a trainer is more than showing
people how something is done. A trainer
is responsible for the success of the
people they train. They must understand
how people learn and adjust training to
fit each one by being flexible. They have
to know how to provide feedback,
positive and negative. The Trainer
communicates the message and
maintains the trainee’s self esteem.
 What is a good Training ?
A good Training will prepare an associate to perform their job without
wasting money, time or effort. We can sum this definition up in one word
“Cost-effective”. Preparing the associates to perform their job makes the
associates effective. Time, money, and effort are costs that the hotel, the
Managers and the departments pay for during the training.

 Helps to achieve Goals and meet standards…

Goals and standards involve impressive service, quality products, and the
cleanliness of our hotel. A good Training of all associates will help us
reach these Goals.
Benefits for Guest, Associate,
Manager
1/ Guest Benefits

A good training promotes Teamwork. Teamwork is “a group of

People working together to achieve a desired goal”. It takes the
entire staff working together to give the service and quality
products guest expect. When we meet and exceed guest
expectations, it pleases them and makes them want to return.
2/ Associate Benefits

The product of good training is an associate who has the knowledge to perform
their job. This associate feels good about what they are doing and what they are
expected to do. They take pride in being an expert at their work. When people
feel good about their work, their morale is lifted. A crew of people with high
morale can achieve the goals of impressive service, quality products in a clean
environment.

3/ Company Benefits

Good training can result in lower turnover in our industry. Lower turnover means
less time is needed for interviewing, hiring and training new associates. This can
create more time for follow-up training which increases the efficiency of our
Team. This leads to accomplishment of company goals, more guest satisfaction
and increased profits!
Techniques for effective instruction
1. Relate what will be taught to what was learned previously
2. Provide examples or demonstrate the task to be performed.
Use simple examples first, and work toward more difficult
ones. Demonstrating the task will give the associates a visual
picture of the proper procedures.
3. Provide practice. The associate must do the task. This will
increase their confidence and comfort level when are asked to
perform the task on their own.
4. Provide feedback. Always let the associate know how they are
doing. Be sure to point out the good areas as well as the areas
that need improvement.
A Training program needs to be a pleasant and productive
experience for everyone.
 What is a right training?

In order to provide the right training we need to know

how people learn.

 We want the trainees to be motivated to learn. Self

esteem is also a key motivation. By using positive
reinforcement we will help the trainees to leave their
comfort zone because it is the best way to learn new
things.
 People learn by hearing, seeing and practicing.
Learning is a building process where the
responsibilities and expectations are clear.
What are the other guidelines for a
good training ?
 Have patience : Always teach in a non pressured
environment for better productivity.
 Communicate clearly: verbally and nonverbal for an
clear communication
 Create a positive, friendly environment: Mistakes are
allowed and risks can be taken for an active learning.
 Relate their job duties to other jobs: Many of the whys
of the trainee’s job will be answered by knowing how
to puzzle fits together.
What are the characteristics of a
trainer?
 Confidence: Experience is a good teacher and a
confidence builder
 Knowledgeable: Training should be precise,
consistent using the proper procedures
 Organized and prepared: all materials should be
readily available
 Role Model: You must model the behavior you want
everyone else to follow.
 Team player: Teamwork is vital in the operation
 Caring: Patience and understanding is necessary to
be effective.
Fun: A trainer makes learning fun and enjoyable. Use
humor. Your excitement can be contagious.
Positive Attitude: “Can Do” attitude is positive and will help
the trainees how to react when an obstacle arises.
Clear communication: The body language has to match
the verbal message. Words have to be always clear
and specific. The voice tones have to be enthusiastic,
friendly, helpful and interested. Finally the body
communicates how you feel about yourself.
Remember that you set the example. Eyes contact,
friendly facial expressions with a sincere smile and a
good posture show confidence and give the
impression that you are attentive and ready to work.
What are the Trainer responsibility?
The three main responsibilities are
1. Prepare for a training: Use the 6 good friends “What, When,
Who, Where, Why and how”
2. Conduct the training using the five step process: Read,
Discuss, Demonstrate Practice Review and evaluate.
3. Evaluate the feedback by honest comment and not
embarrassing critics.

The best job performer does not necessary make the

best Trainer. A trainer brings to the job a unique set of
skills. A Trainer has very important responsibilities
as a role model. How the Trainer conducts themselves has an
impact on other associates and the performance of the
operation.
Preparing to train…

The effectiveness of the training is directly related to

how well you are prepared to deliver the training. New
associates are constantly being hired that why it is
important to always be ready to train. Your
enthusiasm and attitude will be imitated by the
trainees. Your image must also set high standards for
the trainee.
Prepare your supplies and equipment. A key element
of each person’s training is practicing. Practicing
requires performing each job function using the
required equipment.
Prepare other associates. A staff which works well
together can contribute to a smooth transition from
new hire to functioning team member. Prepare the
Trainee by a correct orientation.

Training does not just happen. It must be planned and

you must be prepare. Before training can start you
must prepare yourself and your environment. Use the
“Six good Friends” to help you in your planning.
 How to conduct a Training…
There is 5 steps of Instruction used to deliver a good training:

1. Reading
2. Discussing
3. Demonstrating
4. Practicing
5. Reviewing and evaluating

The way a training is conduct has a direct impact on the success of

the trainee. We will explore each of these 5 steps. Keep in mind that
each of these activities involves two way communication between
the trainee and the trainer.
Read:
It’s helpful for the trainee to learn basic information
concerning a task by reading any available materials
before you begin teaching the task. This gives them an
idea of what to expect during the training. It also helps
introduce basic terminology that may be useful during the
training process.
Discuss:
After a trainee has read about the task, ask if they have
questions concerning the written material then discuss the
task with them. The discussion should cover the why’s
behind the task. We can see how well the trainee
understood the written material.
Practice:
Most Trainees will be eager to practice what they have
learned. During this step the trainer must observe. While
observing, resist the temptation take over completion
when the trainee makes a mistake. Instead, guide the
trainee through the task by suggesting different
approaches and providing explanations. Letting a trainee
proceed when you know the next step will be a mistake,
requires a great deal of patience and self control. The
trainer should be with the trainee at all times during the
practice step. This technique is called “Shadowing”
because the trainer is the trainee’s shadow by watching,
listening, providing guidance and supporting during the
practice of the task.
Demonstrate:
The first demonstration should be performed at normal
speed and your performance must be excellent and
comply with the standards in every day. it show the trainee
what is expected of them once they complete the training.
Keep in mind you are setting the standards for the trainee.
While you explain the steps, discuss the why’s and what
happens if it done incorrectly. You need to repeat this
process until the trainee thoroughly understands the tasks
and its steps.
Your next demonstration move at a slower speed and
explain what you are doing and how to do it at each step
along the way.
Review and revaluate:
This is the final step in conducting training. The trainer must give
appropriate feedback to the trainee concerning their progress.
If a trainee is progressing satisfactorily, recognize the things they
did well and offer insight into the areas where they can improve. If a
trainee is not progressing satisfactorily, identify what needs to be
done to bring their performance up to an acceptable level. This may
mean going back one or more steps to review information or
provide more time for practice.
Provide accurate, unbiased, and timely feedback is an important
part of developing a trainee’s skills and knowledge.
Remember to train each task in achievable pieces using the 5
steps.
Evaluation of the Training…
In earlier chapters we learned the benefits of training and how to
train. Now let’s discuss how to determine if the training we provide
is meeting the objective.

Why an Evaluation ???

We will spend a lot of time, effort and money teaching the skills
needed to provide the best service. Given the size of our investment,
evaluating the return on our investment simply makes good business
sense. We need to find out the effectiveness of a good training
program by answering the main question: Is Training helping to
achieve company goals ?
 The evaluation techniques to measure
the effectiveness of a Training…
1/ Observe the Trainees without them to be aware of being evaluated.
It gives a truer performance picture. Do not forget to use as many
Sense as possible because our customer will evaluate our services
With their senses:

•Sight: Watch the trainees. Are they following the procedures taught
during the training? Are they smiling as they Interact with the
customers? Are they demonstrating a sense of urgency?
Does the work area remain clean and organized?

•Sound: Are the Trainees saying the things they should in a

professional way? Are they careful to minimize noise? Are
the guests responding positively to the Trainees.

•Smell: Does the food smell good? Is the associate’s work area free
from unpleasant odors?
•Touch: Are Food Temperature correct? Is AC working effectively in
the rooms? Is Hot food hot and cold food cold? Are the Rooms
clean. Guest will touch all the surfaces around from the menus to
their rooms amenities.

•Taste:Does the food meet the company standards? Does the Mini
Bar get all the customers requirements.

“If you See the Trainees doing something

Incorrectly, provide prompt direction to correct
The problem”
Other evaluation’s techniques…
 Ask Questions
Ask open ended question witch require a response in form of
An explanation.
 Listen to the Trainees and guests
Asking question without listening to the answer is a waste of
time. The Trainees may not come right out and say “ I need
Help”. It’s in the trainer job to listen and decide what to do
based on the trainees answers.
Listen to the guests will tell us their opinion on the property
atmosphere, food and service during their visit. Complains
indicate a need for direction, coaching or support must be
acted on immediately. Compliments should be immediately
shared with the associates.
 Inspections
Another good way to measure the effectiveness of training is to
review inspections, services reports and outside agencies
report like the mystery audit. These inspection identify areas
which could be improved by providing more complete or
additional Training.
 Action
Evaluation should always cause you to take action. You will
want to offer positive reinforcement when the results meet or
exceed standards. You must provide constructive criticism and
direction when the results do not meet standards. Some of the
actions option available to us are: Provide Individual follow up,
Conduct Associate meetings and regularly schedule performance review.

“Evaluating training is the third leg of a three legged

Chair: Prepare, Train, Evaluate”
Giving Feedback
Feedback is a response to something that was said or
done. It is part of our everyday communication. One of
our most important responsibilities as a Trainer is to
give feedback to our Trainees.
How to give feedback related to performance
problems???
 Be positive: Most people don’t have a difficult time
being critical. It’s a natural tendency to address what
went wrong before talking about what went right.
Make a conscious effort to say at least two or three
positive things before discussing concerns or
opportunities for improvement.
When you give someone a warm, fuzzy feeling, they are more
receptive to feedback that relates directly to their performances.
They will be less defensive.
 Be specific: Feedback on the specific behaviors, will let the trainee
know that most of the task was completed correctly.
 Communicate the “Why’s”: Explaining why things are done a specific
way will make your feedback and overall training more effective.
Explaining “Why” is obviously more time consuming than simply stating
what must be done. By taking the time to explain, however, you have put
meaning to the timely.
*Always address performance issues immediately by being direct and honest. Do not
forget to move away from the view or earshot of other associates, do not embarrass the
Trainees. Express confidence in their ability to improve. It’s often useful to recite a past
success when expressing confidence about future performances. Giving Feedback is
one of the most important duties as a Trainer, it has a big impact on the performance of
a new associate.
Conclusion

Goal are usually general long range statements, but

Objectives are specific statement that convey
a plan of action. Once we have begun a Training
program, it is very important to stay on track.

Our Mission: To provide trainers with the

skills, knowledge, and materials they need
to succeed .
Outstanding service is absolutely critical to
business success, and issues such as high
employee turnover .