Training as an Investment: Five Reasons Why Training Pays
By Caroline Cooper President, Naturally Loyal | March 13, 2011
There are many reasons why hoteliers may be tempted to cut back on training. The commonest excuse I hear is " Well, what if I invest in their training and they decide to leave?" But what if you don't invest in their training and they decide to stay?
Another cry is "We've had to cut back on staff, so I can't afford the time to release anyone." So how then are your remaining staff to learn how to pick up the extra tasks and responsibilities without any training?
Investing in training has so many benefits both directly and indirectly.
1. Consistency and customer service
Good customer service is critical in any business but particularly in hospitality, and it doesn't happen by accident. The obvious area is training in customer service itself; how to treat customers and how to cope under pressure and when things go wrong.
But in addition to this to achieve good customer service staff need to know systems and procedures in order for the operation to run smoothly. There's nothing more frustrating for our customers than staff who are disorganized and lack knowledge of the products and services.
Without training staff won't know standards or expectations and therefore it makes it nigh on impossible to achieve any consistency, a crucial factor in ensuring customer satisfaction, be that in cleaning, food service, personal presentation, confirmation of a booking or any other customer touch point. All these examples come back to the customer experience, and at a time when we all rely so heavily on repeat business none of us can afford such inconsistency.