Just as you would never think of training a staff member to perform an operational task solely in an environment other than the actual workplace, learning to train and coach staff in a classroom setting only partially prepares a manager for training staff on the job. One of the core training principles of Avant Hospitality Service Advisors is ensuring trainees practice the skills they have learned…in the workplace and with the support and coaching of the trainer.

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Practices is where we accomplish all aspects of implementing a successful and effective training and coaching system in each department within your operations. Our training consultants are experienced in all aspects of the hospitality industry: hotels, casinos, and restaurants. From this experience, we have developed numerous strategies to help your managers achieve success. Moreover, we have used the same implementation strategies to create successful training and coaching systems in environments not strictly associated with the hospitality industry, such as airports, airlines, medical facilities, parking companies, taxi agencies, and automobile dealerships.

 

While the training principles don’t change, they can surely look different when applied in various workplaces. We analyze each of your departments and work with the managers to ensure workable and effective solutions that each individual understands how to implement. We then work with each manager individually to help him or her execute the training and coaching methodologies learned in the Foundations workshop. (More detail on the scope of the Practices process appears below)

 

All of this leads to the ultimate goal of Practices: Ensuring each staff member in your operation learns the same standards, understands what they mean, and can achieve them independently and consistently.

 

Objectives:

• To plan and organize training within a department.

• To conduct on the job training.

• To ensure that all management relay the same performance expectations to their staff.

• To coach and correct staff performance in order to maintain the service standards.

 

Method

 

Managers are coached to conduct effective training sessions while monitoring employee performance on the job. Through regular hands-on training sessions in the workplace, employees will learn by practicing and being measured on task standards.

 

Practices:

• Incorporates learning and coaching into managers’ daily responsibilities.

• Reinforces existing and introduces new standards of performance.

• Elevates staff’s level of performance to the standard on an ongoing basis.

• Improves attitude and motivation of employees by clearly communicating the job expectations while providing immediate feedback on progress.

• Enables the department manager to address need areas through an organized method.

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Practices consists of:

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   1. Preparation - Our training consultants work with each department to:

• Identify training needs and develop a plan to address these needs task by task over a period of time.

• Create a session plan for each training task.

• Determine dates and times so that all employees are learning during their shift and allowing adequate time for that learning.

• Prepare and review the session plans among all assigned managers to ensure consistency in communicating information to staff.

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   2. Executing - Our training consultants observe the training sessions in each department to:

• Evaluate the skill levels of the managers/supervisors.

• Develop and coach the managers/supervisors on their techniques and results.

• Model and conduct training sessions when a manager/supervisor needs further skill development.

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   3. Monitoring and Testing - Our training consultants:

• Monitor that training is occurring in each department consistently and according to schedule.

• Work with managers to test staff to ensure each individual is performing each task to the standard.

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   4. Coaching - Our training consultants:

• Visit each shift to check for progress.

• Observe the managers/supervisors coaching staff members on tasks trained.

• Give feedback to managers/supervisors regarding the coaching process.

• Observe employees performing tasks and offer reinforcement on performance that meets the standard.