Pearson New International Edition International pcl tp indd 1

FRONT OFFICE SEMANTICS
Off-the-shelf:
Term relating to a generic product (such as a training resource) that is developed for gen-
eral use rather than for a unique property.
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Step 4: Prepare for the training. A training schedule should be developed and
training-related questions should be addressed as part of the preparation process.
Here are some examples: How much time should be allocated for training the new
employee to perform each task up to standard? Should different trainers be used
to teach different tasks or should one trainer be used to teach all tasks? When can
training be offered to be least disruptive to other staff members and most helpful
to the new employee? What kind of equipment, supplies, and other resources are
needed to train each task?
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Step 5: Conduct the training. Many steps may be appropriate when training is
conducted. Figure 12 lists examples.
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Step 6: Allow trainee to practice (learn). Some tasks done by front office employ-
ees are difficult to learn (perhaps because they are difficult to teach!). Many
employees need practice time to perform tasks correctly at desired output
(speed) standards. Practice time should be provided in a risk-free situation that
does not affect guest service.
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Step 7: Coach the trainee to reinforce correct methods. The goal of coaching is to
help staff members and the hotel team to reach the highest levels of performance.