Interviews are complete. New employees are hired. Orientations are scheduled. Training is about to begin. How does your organization view and define the training experience before it takes place or before it leaves the station? Who are your lead engines and how will they fuel the service attitudes and disposition that will be a lasting foundation for new employees? What criteria and guidelines should be used for trainers and those who teach the examples that will be translated into real results for guests?

Training employees can be a whole service excellence experience before training is even implemented. Trainers are role models who not only instruct service skills but instill service attitudes. Most trainers deliver procedural information that is critical to job success and show employees exactly how to perform their jobs but how many view the training function as an opportunity to also create a service excellence experience for those same employees?

How employees are treated is how they will in turn treat their guests or customers. Training, beginning from orientation, is a tremendous opportunity for employers to rev up the engines for service success. Taking time to understand, define and map out what a guest experience is and how each employee ...