Optimizing Your Training Dollars

Are You Realizing Requisite Returns From This Critical Investment?

By S. Lakshmi Narasimhan Founder, Ignite Insight LLC | August 17, 2014

Service is at the core of a hotel business. Notwithstanding a grand lobby, spanking new guest rooms and sparkling restaurant outlets, customers are drawn to a hotel principally based on the service quality and standards they experience. It is almost an emotional experience to feel at home in your hotel and this triggers repeat patronage. Without a customer focused training strategy effectively executed, a hotel cannot survive for long. But utilizing training dollars in your budget to produce a sharply focused service culture is a totally different kettle of fish.

Where Does Training Fit in Your Mission?

It is often noticed in the hospitality industry that when revenues begin to drop or stall, one of the first line items in the Profit and Loss Statement that is chopped is the expenditure on training. It is rather tragic that in the service industry where repeat customer patronage is often dictated by how well trained the hotel staff are and how much of an excellent experience the customer has had, what is sacrificed first for a better bottom line is the expenditure on training. It is ironical too that only when the occupancies begin falling, it is the right time to take stock and tighten up on service culture and run training programs.

Benefits of the Training Investment

It is thus imperative that training be considered an investment and not just an expense item in the Profit and Loss Statement ready to be sacrificed at the first sign of strain on the bottom line.

Why should training be considered an investment? What are some crucial benefits of training?

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Guest Service: A Culture of YES

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