In-house training: a wonderful tool !

While the teams return to their hotel or integrate a new structure for the season or permanently, training is essential and necessary to prepare for operations but above all to ensure that everyone is ready.

In addition to the various training courses that can be provided by organizations outside the company on different subjects within the framework of specific training plans, we will focus through this article on in-house #training on the field and how to best provide it for a good efficiency.

Here is a presentation of simple methods to train and learn to transmit knowledge. Training is first and foremost about practicing. Preparing for a training session has to be learned because it is an art in itself that requires method.

Training is first and foremost to pass on knowledge and experience to get things done. Training also means knowing how to communicate to make yourself understood.

We remember :

In-house training, as an element of progress// of the hotel, restaurant or any other business :

It all starts with the definition of specific training needs. The company has objectives and must ensure that they are achieved (Service standards – Brand image – Brand positioning – Product standards – Safety standards – Hygiene standards – Financial objectives). The teams have needs that can be detected during the annual appraisal or orientation interview or even after a recent recruitment :

–Finding //

What are the economic results achieved and targeted? // What are the recurring customer feedback, complaints and objections? // Service quality assessment? // Review of external audits? // Results of laboratory analyzes for hygiene? // Internal self-checks carried out? // Work accidents recorded? // Observation of people or remarks from managers? // and so on…

–Analysis of needs and choice of priorities //

Building of a grid of needs and ranking in order of priorities in relation to the established findings but also the set objectives. Each department manager is responsible for training their employees and it is also always interesting to cross-train managers for some team training.

-Choice of method //

We present the 3 main methods to be applied depending on the choice of expected results. These are detailed below to understand and apply them on a daily basis. For training in theoretical knowledge, suggest the participatory presentation method. For training in technical know-how, offer the Training Within Industry (TWI) method. For training in behavioral skills, offer the role play method.

New technologies also provide digital tools through presentation videos or short scenario films for #e-learning. This method is also interesting for the transmission of different knowledge and also requires a method of use for more efficiency.

–Preparation //

Establish its training preparation sheet (pedagogical sheet) which will identify the objectives and expected results of the training but also the content (Plan, equipments), the context (Who will participate, when and where?).

The training session will take place with the aim of immediate implementation in the field after the training. The post-training period is also important since it is a question of carrying out regular checks to ensure that the training has been integrated but also correctly used.

The educational training sheet

Let’s present the internal training methods

The participatory presentation method // to transmit theoretical knowledge.

Examples of training by presentation // Make a team understand the company’s income statement (and how the team contributes to the results) // Present and explain a new restaurant menu // Present a restaurant’s wine list and know what to sell // Knowing the cheeses on the restaurant menu // Knowing how to keep a schedule // Explaining the technical sheet of a dish // Preparing for the arrival of a group or a special operation // Knowing the rules of hygiene // Changing a foreign currency // Register a check // Track a delivery note // etc….

1. Prepare your visual aids to use. In general, a “Powerpoint” type presentation on screen will be favored. It is necessary to ensure quality supports (documents, photos, films, etc …), in line with the image of your company by using for example its logo, by taking again its message of the vision of the company. Use your presentation framework to develop: the essential points THEN the ideas to be developed THEN the questions and exercises to be done AND FINALLY the supports used each time.
2. Think about how the trainees will be able to participate during the session. Remember that we remember 50% of what we hear and see and 80% of what we say. Involve your trainees for more efficiency through questions or exercises (case studies, concrete examples to discuss, etc …).
3. Follow your training course. Welcoming participants and making them comfortable (5 ‘). Presentation of your topic and its importance as well as the work plan of the session (5 ‘). Presentation of the essential points in stages and use of your training materials (10 ‘). Questions (5 ‘). Application exercise (10 ‘). Corrections, feedback and questions (5 ‘). Conclusion and summary of the session (5 ‘). Total duration // 45 minutes.
4. Check the implementation and monitoring of results. The post-training period is also crucial to regularly recall the subjects raised and to ensure that they have been properly understood. Involve the trainees to ensure this follow-up between them.

Outline of the presentation for preparation

The Training Within Industry (TWI) method // to transmit technical know-how.

Examples of trainings by TWI // Use a fire extinguisher // Prepare a product, a fish, a meat // Cut a vegetable, a fruit, a poultry // Cook a product // Vacuum // Clean a room // Clean a bathroom // Set up a breakfast table // Prepare a room service table // Serve a drink, a wine // Clean an engine // Check an electrical device // etc…..

1. Prepare your educational sheet well to use. For the trainer, this involves analyzing the work to be done in detail, preparing for the task, the steps to be followed in order until the end of the work. Each step will be detailed in key points or specific action to be carried out, each time justifying the reason. Explain the why so that the trainee understands the reason for the actions, tasks and their importance.
2. Prepare the work plan, the training location as well as the necessary equipment during the session. In this type of training, there is a technical achievement and therefore the ideal is to be in the workplace in real conditions. Involve your trainees for more efficiency through questions and immediate feedback to confirm that they have understood.
3. Follow your training course. Welcome of the participant(s) and making them comfortable (5 ‘). Presentation of the work to be done and find out what the participants know about it. Show the importance of this work in relation to his position, his activity and the company. (5 ‘) Put the person in suitable condition, present the equipment or foodstuffs used and the work plan for the session (5’). Demonstration by the trainer of the task, explanation, illustration of the steps by citing the key points, highlighting and explaining the reasons for doing so. Explain slowly, clearly, patiently. The trainees watch (10 ‘). Then have the trainees do the work until it has been done correctly once, immediately correcting errors, have comments repeated, questions answered and clarified (15 ‘). Remarks and feedback (5 ‘). Then put the person to work alone by offering help if needed. Follow the person at the start then intervene less and less (10 ‘). Conclusion and summary of the session, storage (5 ‘). Total duration // 60 minutes.
4. Check the implementation and monitoring of results. The post-training period is also crucial to carry out regular checks and ensure that the task is well understood. Involve the trainees to ensure this follow-up between them.

TWI sheet frame for preparation

Role play training method // to transmit behavioral know-how.

Examples of role play training // Greet a client // Enter a room // Manage a complaint // Respond to a restaurant complaint // Pay attention to the customer // Send a message to a customer // Place a customer at a table // Take a reservation / / Sell menus with good arguments // Develop advice and sales arguments at the bar // Script the customer experience in a service // etc….

1. Prepare your role play well. For the trainer, it is a question of constructing the scenario of the role play in relation to the objective and a particular identified situation. A scenario is imagined on the personal side and a scenario on the client side. The rules of the game are simple: Allow the role play to unfold entirely without intervening / Be careful that the actors are not disturbed by the observers / Appreciate and thank the people who have accepted to do the role play / Do not blame the person playing the role of the employee if their technique or attitudes were not good.
2. Prepare the training location as well as the necessary equipment during the session. In this type of training, there is a staging and a scenario so the ideal is to be at your workplace in real condition. For the start of the session, we do not immediately enter a role play, it is a technique that involves a lot: its success requires a minimum of warm-up. It is possible to record the role plays in order to do a common debriefing. Prepare the device.
3. Follow your training course. Welcoming participants and making them comfortable (5 ‘). Presentation of the objective of the session, the progress and the method of the role play (5 ‘). Talk about the situation to be played, ask for volunteers, distribution of texts describing the situation to be played by each person, instructions to spectators (5 ‘). Game of a situation, second game by reversing the roles or by asking other participants, the spectators watch without making any remark (20 ‘). Debriefing by having the players speak in order (what did they feel? How the situation was experienced? What problems were encountered?), Then the observers (their remarks, opinions on the situation and reactions) and finally the facilitator (reformulating the opinions expressed, relaunching the problems raised and having the trainees discuss, providing additional information), analyzing the facts and the consequences (15 ‘). Remarks and feedback (5 ‘). Conclusion and summary of the session, what to retain for the future? (5 ‘). Total duration // 60 minutes.
4. Check the implementation and monitoring of results. Post-training is also crucial for regular monitoring and ensuring that training is bearing fruit in behavior change. Involve the trainees to ensure this follow-up between them.

Role play construction sheet frame

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Training must also reinvent itself today. The new means at our disposal allow us to deploy digital training sessions via the internet, i.e. remotely using a computer, tablet or smartphone.

Each method can be adapted to #e-learning, we now often speak of #tuto, abbreviation of #tutorial or “in the field of computing, a teaching guide presenting a specific task and initiating on how to accomplish it“. 

For more efficiency in the company, a debriefing, an exchange or even for technical know-how, practice, are essential to derive maximum benefit from this type of training. We approach it through the theme of video training.

Video training method // method to be used in addition to the methods presented.

1. Prepare well for the viewing and debriefing session. It is for the trainer to view the video support in its entirety to build his training plan. Cut the film into 3 sessions of essential points. For each essential point, highlight the ideas to be developed and questions or exercises to be carried out jointly.
2. Prepare the training location as well as the necessary equipment during the session. In this type of training, the trainees must remain focused and therefore there must be a place conducive to the diffusion without embarrassment, calm and protected from light. Plan for each trainee to take notes during the broadcast and during discussions.
3. Follow your training course. Welcoming participants and making them comfortable (5 ‘). Presentation of the objective of the session, the course, the subject and its importance (5 ‘). Viewing session 1 of the film, reactions and reflection of the participants, search for a solution, adaptation to the situation in its service, action plan to be drawn up (10 ‘). Viewing session 2 of the film, participants ‘reactions and reflection, search for a solution, adaptation to the situation in service, action plan to be drawn up (10’). Viewing session 3 of the film, reactions and reflection of the participants, search for a solution, adaptation to the situation in its service, action plan to be drawn up (10 ‘). Global summary of the adaptation to the service and the action plan (15 ‘). Conclusion and summary of the session (5 ‘). Total duration // 60 minutes.
4. Check the implementation and monitoring of results. The post-training period is also important to carry out regular monitoring and ensure that the training is bearing fruit. Involve the trainees to ensure this follow-up between them.

Action plan sheet frame to be implemented

CONCLUSION Preparing your training well is essential to ensure its success and effectiveness. Upstream, needs analysis work is also important to ensure that the internal training carried out corresponds to the needs of the company but also the points of failure of the teams. You can use examples applied to your hotel’s services by observing point-by-point performance by measuring the qualification levels of your teams.

Performance report framework by theme and by service

Now you have the tools, it’s up to you. Train, practice, test the level of your managers in internal training in each of the methods presented !