Sequence of Service Training

Sequence of Service Training

By Jesse Boles Executive Director of Operations, FreemanGroup | March 04, 2012

Anyone who's ever built their own home knows that if you make even a minor change to building plans after they've been finalized, additional costs are going to accrue. The builder has to make new assessments, the engineer has to be consulted-again, and before you know it, a domino effect occurs that results in countless unexpected headaches, bills, and paperwork.

When it comes to implementing your hotel's service training program, it is not unlikely that you will face similar problems. When staff members aren't trained to perform tasks in a logical order, significant messes, operational and financial, are bound to spill over and impact your ability to manage your hotel, your budget, and your time.

The best way to head off training mishaps before they occur is to develop individual work cycles for each position. Ask: What does each person in each position do? What are the effects of their actions and responsibilities on guests and other departments?

Facilitating work cycle discussions can take considerable time and effort, but it is worth the trouble. Defining work cycles helps you uncover unrecognized problems as well as discover new ways to resolve issues that have perhaps gone unaddressed for far too long. It helps get everyone on the same page and reinforces your organization's service standards. It also gives you an opportunity to uncover and address legal, financial, safety, and security compliance issues.

When all staff members understand how performing actions in sequence supports the standards, everyone benefits. Guests are delivered a consistent experience, departments function together smoothly, and employees have greater incentive to take pride in their work and in their positions. Obviously, all of these things are of great benefit to a hotel's operations, brand, and bottom line.

Once you have defined the work cycles for each position, designing training programs that follow a logical sequence can become relatively easy. You can pull from existing work cycle information to begin developing each session. A very basic outline for the sequence of service portion of a front desk check-in training session may then look something like this:

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