Pearson New International Edition International pcl tp indd 1

OVERVIEW OF THE FRONT OFFICE DEPARTMENT
1. Explain and demonstrate job tasks to trainee.
2. Maintain a patient and appropriate pace throughout the training session.
3. Make sure the trainee understands each job task and procedure.
4. Encourage the trainee to ask questions.
5. Check for understanding by asking open-ended questions.
6. Take up only one point at a time.
7. Follow an orderly sequence using the job breakdown as a guide.
8. Provide only the amount of information or instruction that can be mastered in one session.
9. Make sure that all instructions are clear, concise, and complete.
10. Try to make the session interesting.
11. Have all equipment and tools available for the trainee.
12. Show the trainee how to do the task correctly.
13. Remind the trainee to look at effectiveness from the point of view of guests and other staff.
FIGURE 12
Training delivery tactics for front office employees.
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In effect, training is never finished. If, for example, a front office employee per-
forms a new task correctly, the correct procedure should be reinforced. (“Janet,
you did an excellent job.”) If a task is not being done correctly, corrective action
is required. (“Janet, you’ve almost got it; there is just one additional procedure
that you should use.”)
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Step 8: Evaluate the training and the trainer. Ideally, the effectiveness of the
training can be evaluated easily because the trainee can now perform tasks that
meet quality and quantity standards. It is also important to evaluate the con-
tent of the training program, the methods of delivery, and the trainer. If rap-
port has been established among the trainer, department head, and the trainee,
the discussion will likely be honest, professional, and frank. Sometimes evalu-
ation of the trainer can occur during a performance appraisal session. In other
larger hotels, trainees may be asked to submit evaluations anonymously to the
human resources department.
To this point, the discussion has focused on individualized, on-the-job training
tactics. However, there are times when group training is useful. As the name implies,
group training involves providing instruction to several (or more) employees who
need the same information at the same time. Examples of topics for group training
are upselling, an explanation of new hotel policies, and rollout of a new frequent-