Good hospitality is something that many people desire yet few people know how to deliver. However, for the travel industry, it is important that employees of hotels, resorts and other places to stay offer quality hospitality to customers so that they enjoy their stay and want to come back. More and more companies and schools are offering hospitality training as part of their curriculum for students. If you're selected as a teacher or trainer for the class, here's what you need to know about how to teach hospitality training.
Determine what you want to teach about hospitality. What you plan to teach during your training session will most likely be based on your audience and where you are teaching. Hotels that offer hospitality training for their employees can focus on specific aspects within their company such as hospitality at the front desk or hospitality in room service. Schools which teach or train individuals from a variety of different places will have to take a more general approach to hospitality.
Provide students with the opportunity to role-play. While you can spend several hours explaining good hospitality to people, for many the information doesn't sink in until they can try it out for themselves. Pair people up and have them role play as a guest and an employee. Let them practice the good hospitality you have taught.
Allow students to critique their peers. Students are more apt to change when they are critiqued by their peers rather than when critiqued by a teacher or supervisor. You can allow students to provide and receive feedback after finishing their role play. They can then use this feedback in future settings.
Connect with local businesses for supervised experience. After students or employees have had the opportunity to role play good hospitality, take the time to work with local companies or the different entities in your facility to allow those in your training program to practice their hospitality in different settings. While role playing is good for initial training, it doesn't provide real interaction and feedback from actual customers.
Tips & Warnings
- When role playing, you might videotape students as they interact. This allows them to see what they are doing well and what needs improvement. Supervised experiences can be a great opportunity for students in training programs to make good impressions on prospective employers.
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