1- list some training activities in which you have participated that were beneficial to you. why did you enjoy them? how did they help you to learn? what training principles noted in this handout were incorporated in these activities?
2- Liat some training experiences in which you have participated that you did not enjoy. Why did you not like them? How did they hinder your learning experience? what training principles noted in this handout did they violate?
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3/20/202
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1
KAUFT
King King Abdul-Aziz university university
FACULTY OF TOURISMFACULTY OF TOURISM
HUMAN RESOUCES IN
EVENT MANAGEMENT
EM 62
5
Planning Training Programs
1
King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
Learning Objectives
By completion of this presentation You should be able
to:
Distinguish between training and development.
Define the term training , note its benefits, and discuss
common obstacles to and myths about training.
Recognize basic learning principles that influence how
training programs should be planned and implemented.
Describe key training methods.
State characteristics that are important for an effective
trainer.
Explain procedures required to prepare trainees.
Recommended Textbook:
David K. Hayes and Jack D. Ninemeier (2009) Human
Resources Management in the Hospitality Industry.
Sommerville, K.L. (2007) Hospitality Employee Management
and Supervision: Concepts and Practical Applications
2
King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 20
21
3/20/2021
2
Brainstorming Group work Activity:Brainstorming Group work Activity:
What is the difference
between Training and
Development?
………..
………..
………..
3
King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
Introduction Introduction
Hospitality managers and supervisors must invest a substantial
amount of time and money into the training and development of
their employees, if they hope to create a positive work environment
where workers are motivated to consistently produce quality
products and deliver exceptional service.
In hospitality operations, both large and small, the lack of proper
training and development is one of the leading causes of employee
turnover.
When employees do not know what is expected of them in terms
of their job responsibilities, they get frustrated, and frustrated
employees are the employees most likely to make a mental decision
to look for another job.
4
King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
3/20/2021
3
Introduction Introduction
Sadly, in many operations, employees tend
to become frustrated at the workplace
within the first 30 to 60 days of employment
if their manager never clarifies their job
responsibilities.
Assuming that the manager has made the
proper hiring decision during the employee
selection process, the manager owes it to
himself, as well as to the new employee, to
provide the employee with ongoing effective
training and development to ensure job
satisfaction as well as professional
development.
5
King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
Training Now and Development LaterTraining Now and Development Later
When management effectively qualifies a new
employee and ensures that the right applicant has
been hired for the right position, and then
provides the new employee with a proper
orientation, the employee will still not be able to
perform her job duties in a satisfactory manner.
New employees and even experienced workers
need proper training to ensure that their job
performance matches company standards.
Some hospitality managers attempt to take
short cuts by hiring only workers who have
previous hospitality industry experience.
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King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
3/20/2021
4
Training Now and Development LaterTraining Now and Development Later
Requiring previous hospitality industry
experience for upper-level employees in positions
such as sales and marketing or food and beverage
management may be logical, but the practice makes
little sense when selecting entry-level workers,
especially if management’s goal is to make an end
run around the training process.
Training is the process that provides employees
with the knowledge and the skills required to
operate within the systems and standards set by
management.
While training can be extremely in-depth and
enormously demanding, it is essential to ensure
employee job satisfaction and productivity.
7
King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
Training Now and Development LaterTraining Now and Development Later
Lack of training or training that is poor contributes to
high employee turnover and the delivery of substandard
products and services.
Training helps employees do their current jobs more
effectively.
While the benefits of training may contribute to the
quality and effectiveness of an employee’s performance in
her current position.
Development helps the employee to gain knowledge
and skills to help prepare her to handle future
responsibilities, with less emphasis on her present job
duties.
The ultimate goal of training is to focus on an
employee’s present job, while development focuses on
the employee’s potential future advancement within the
company.
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King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
3/20/2021
5
Hospitality Training
Training is important for
all hospitality personnel
because it is the best way to
assure that staff members
can make maximum
contributions to the
organization’s success.
9
King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
Labor Intensive
Hospitality operations are
labor intensive.
While technology has reduced
the need for staff in departments
such as accounting and the front
office, it has not generally
affected the number of
employees required to produce
and deliver the products and
services that guests desire.
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King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
3/20/2021
6
What is Training?What is Training?
Training is a process
that provides new and
currently employed staff
with the short – and longer
– term knowledge and
skills required to perform
successfully on the job.
11
King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
Success of Training
The success of training
can be demonstrated by
considering the extent to
which knowledge and
skills improve as a result
of the training.
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King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
3/20/2021
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Training must also be Training must also be Cost EffectiveCost Effective::
The improved
performance gained as a
result of training must be
greater than the costs of
training.
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King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
Performance Performance — based Trainingbased Training
Typically, performance – based training is
best delivered at the job site in one – on –
one interactions between the trainer and
trainee.
Conceptually, this is much better than group
training. Why?
The trainer can focus on what the
individual must learn,
Feedback can be immediate, and
Training can be delivered at the
best pace for the individual trainee.
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King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
3/20/2021
8
Benefits of TrainingBenefits of Training
15
King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
As the hospitality industry becomes more and more
competitive, having competent, well-trained
employees is essential at all levels of employment.
Not only does an effective training program teach
new employees important skills and knowledge about
their positions within the company, but it also helps
to encourage employees to have a positive attitude
toward customer service.
A hospitality organization’s commitment to the
training and development of its employees not only
benefits the employees but also management and the
company.
Hospitality organizations that devote themselves to
training and development enhance their employees’
capabilities and strengthen their own competitive
advantage over other competing operations.
Benefits of TrainingBenefits of Training
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King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
Figure 1: The benefits of employee training
3/20/2021
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Benefits of TrainingBenefits of Training
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King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
Numerous benefits to effective training include:
Improved performance :Trainees learn
knowledge and skills to perform required tasks
more effectively, and their on – job performance
can be improved.
Reduced operating costs: Improved job
performance helps reduce errors and rework,
and associated costs can be reduced. Persons
performing the job correctly will be more
productive, fewer staff and/or labor hours will
become necessary, and this, in turn, can help
reduce labor costs.
More satisfied guests: Training can yield staff
members who are more service-oriented and
who will know what their guests desire and
require.
Benefits of TrainingBenefits of Training
18
King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
Reduced work stress: Persons who can correctly
perform the activities that are part of their
positions will likely feel better about doing the job.
Increased job advancement opportunities: Who is
most likely to be promoted to a more responsible
and higher – paying position: a competent or an
incompetent employee? Training can assist staff in
attaining their promotion goals.
Improved staff relationships: Persons who can do
their jobs are more likely to work in a team effort,
and all will do their fair share of required work in
the correct way. Staff members who are trained to
perform tasks beyond the scope of their normal
position can also help peers in other positions.
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Benefits of TrainingBenefits of Training
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King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
More professional staff : Professionals want to do
their job as best they can, and this is only
possible with appropriate training.
Fewer operating problems: Busy managers can
focus on priority concerns, and they will not
need to address routine operating problems
caused by inappropriate training.
Lower turnover rates: Those who are properly
trained and rewarded for successful performance
are less likely to leave, and managers have less
need to recruit new employees in increasingly
tight labor markets.
Increased morale: Training can help staff
members feel good about themselves and their
employers.
Benefits of TrainingBenefits of Training
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King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
Higher levels of work quality: Trained staff
members are more interested in operating
equipment correctly, in preparing the right
products, and in properly interacting with
guests.
Easier to recruit new staff: Satisfied staff tell their
family and friends about their positive work
experiences, and their contacts may become
candidates for position vacancies that arise.
Increased profits: It makes sense that, if guests
are more satisfied and revenues increase and, if
labor and other operating costs are reduced,
there is a significant potential for increased
profits.
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Obstacles to Training
Insufficient time for managers, supervisors,
and/or trainers to plan for and deliver the
training
Too much time for trainees to be away from
their positions to participate in the training
Lack of financial resources to compensate for
the trainer’ s and trainees ’ time and to acquire
necessary training resources
Insufficient trainers ’ knowledge and skills. Persons
must be taught how to train, just as they must
be taught to perform any other unfamiliar task.
Formal train – the – trainer programs are not
provided by many hospitality organizations.
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King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
Obstacles to Training
Lack of quality resources available for training.
Excellent trainers are creative, and they would
never elect to not train because supplemental
resources were unavailable. The alternative is to
take time to develop several basic training tools
Scheduling conflicts. When can front desk agents
meet to learn a new way to perform a task? When
can dining room servers be brought together for a
group training session on guest service?
Turnover. In many hospitality operations, some
staff members leave within a few months (or less)
of initial employment. Managers may think, “ Why
train employees if they don ’ t remain on the job
long enough to use what they have learned? ”
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King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
3/20/2021
12
Obstacles to Training
Insufficient lead time between one’s hire date and
the time when he or she must be on the job . staff
are trained for expanded position duties, and
recruitment tactics begin for new employees before
a position vacancy has occurred.
Difficulty in maintaining training consistency. When
individual trainers plan and deliver training activities
based on what they think staff must know, the what
and how of training will likely be inconsistent.
Trainer apathy. There should be reasons for
trainers to want to train. Benefits for successful
training duties can include special privileges,
compensation increases, advancement
consideration, educational opportunities, and/or
recognition.
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King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
Training MythsTraining Myths
Myths (untruths) about training can create
obstacles. Examples include:
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King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
3/20/2021
13
Myth 1. Myth 1. Training is easy!!!Training is easy!!!
In fact, when training only
involves a trainee tagging along
with a more – experienced staff
member, it is easy.
However, the lack of planning
and the increased possibility
that basic training principles will
be disregarded increases the
likelihood that this type of
training will be ineffective.
25
King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
Myth 2. Training costs too much!!! Training costs too much!!!
Hospitality operations with a
history of inadequate training
that has yielded unsatisfactory
results are unlikely to invest the
resources required to plan and
deliver more effective
training.“Been there; done that;
let’s try something else” is a
philosophy that can easily
evolve.
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King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
3/20/2021
14
Myth 3.Myth 3. Training is a staff function!!!Training is a staff function!!!
Staff positions are manned by
technical specialists who provide
advice to, but do not make decisions
for, people in chain-of-command line
positions.
Training is a line function that is too
important to delegate to staff human
resources personnel, if available, who
may assist with recruitment, selection,
and orientation tasks.
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King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
Myth 4. Only new staff need training!!! Only new staff need training!!!
New employees do need
training, but so do their more
experienced peers when, for
example, operating procedures
are revised because of
technology or when new
equipment is purchased.
Employees with a wide range
of experience may also want to
participate in professional
development programs.
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King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
3/20/2021
15
Myth 5. There is no time for training!!! There is no time for training!!!
Many priorities compete
for the limited time
available to hospitality
managers.
In this context, training is
often deemphasized, and
available time is allocated
to other tasks.
29
King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
Learning Principles Drive Training PrinciplesLearning Principles Drive Training Principles
Those who believe in the numerous benefits of
training share an old saying: “ An organization pays for
training even if it doesn’t offer it! ”
They recognize that developing and delivering
training takes time to do well, and costs are incurred
to do so.
However, they also know that, in the absence of
training, wasted time and money occurs because of
errors and rework.
Without effective training, guests are less likely to
receive the proper quality of required products and
services.
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King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
3/20/2021
16
Basic learning principlesBasic learning principles
Learning Principle 1: Trainees Must Want to Learn and Need
Motivation to Do So.
The old adage, “ You can lead a horse to water, but you can ’ t make it drink, ”
applies here. Trainees must want to learn and, for this to occur, they must
recognize its worth. “ Because the boss says it is necessary ” is not a
meaningful reason from the perspectives of most staff. By contrast, noting
that “ This training is a step in a career – long professional development
program to help you become eligible for promotion ” will be of interest to
many trainees.
Learning Principle 2: Training Should Consider the Trainees’ Life and
Professional Experiences.
Many hospitality employees are adults with many useful personal and work –
related experiences. Good trainers establish a benchmark of what trainees
already know and can do and build on this foundation of knowledge and skills.
They maximize the worth of training by emphasizing the most important
subject matter with which the trainee is unfamiliar.
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King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
Basic learning principlesBasic learning principles
Learning Principle 3: Trainees Require Time to Learn.
Training takes time. This principle, while seemingly obvious, is
sometimes violated. Consider, for example, that some managers
expect a new staff member to learn necessary tasks by tagging
along with an experienced peer. What happens when there is no
dedicated training time and, instead, both parties are continually
interrupted by ongoing operational demands?
Learning Principle 4: Trainees Should Know the Training
Requirements.
Experienced trainers often use a preview, present, and review
sequence. They tell the trainees what they are going to say
(preview), they tell them the information (present), and they tell
them once again (review). This tactic helps minimize surprises and
reduces trainee apprehension.
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King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
3/20/2021
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Basic learning principlesBasic learning principles
Learning Principle 5: Training Should Consider the Trainees’
Attention Spans.
Several short training sessions are generally better than one long session.
When planning an entire program, consider the complete range of subject
matter to be presented. Then break the total training requirement down
into manageable (short) parts to be facilitated in a single session.
Learning Principle 6: Learning Should Be Paced.
paced learning allows trainees to practice and improve on basic skills in a
focused way. They can concentrate on one or several skills rather than on
all skills and, in the process, better learn the correct way to perform all of
them.
Learning Principle 7: Learning Speed Varies for Trainees.
Individualized training allows the trainer to incorporate what the trainee
knows into and to exclude what the trainee doesn’t know from the
training process. The pace of training can then be individualized.
33
King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
Training principlesTraining principles
Training Principle 1: Trainers Must Know How to Train.
A person must be taught how to train, and train – the – trainer
programs are needed to provide necessary knowledge and skills.
Training Principle 2: Training Must Focus on Real Problems.
Frequently, problems (challenges) are encountered that must be
resolved, and training is a useful tactic to do so.
Training Principle 3: Training Must Emphasize Application.
Most people learn best by doing. For example, hands – on training using
an individualized training program is typically the best way to teach an
entry-level housekeeper to properly perform guest room cleaning
duties.
Training Principle 4: Training Should Be Informal.
To the extent possible, training should be personalized, conducted in
the workplace, and allow the trainer to interact with the trainee.
34
King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
3/20/2021
18
Training principlesTraining principles
Training Principle5: Training Should Employ a Variety of Training Methods.
Training that allows for demonstration, practice, and comparison of written
information (e.g., standards or procedures) with how tasks are actually done is
more likely to be effective. Group training that uses case studies, small group
interaction, video followed by discussion, and other interactive techniques will
likely be better received by trainees than will a lecture – only format.
Training Principle 6: Training Focus Should Be on Trainees.
Good trainers want to address trainees ’ needs. Using difficult language including
jargon can create problems, as can teaching advanced before basic skills.
Training Principle 7: Trainers Should Allow Trainees to Practice.
Skills are typically learned by observing how something is done and then by
practicing the activity in a step – by – step sequence. After the task is learned, time
and repetition are often required to enable the trainee to perform the task at the
appropriate speed.
Training Principle 8: Trainers Require Time to Train.
Training takes time that must be scheduled, and the resources required for it
must be allocated.
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King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
Training principlesTraining principles
Training Principle 9: Training Environment Must Be Positive.
Consider someone given training responsibilities who does not enjoy the
task. This issue can quickly lead to a hostile environment that lacks the
interpersonal respect that is a prerequisite for effective training.
Training Principle 10: Trainees Should Be Treated as Professionals.
Experienced staff training their peers should recognize that they will be
peers with the trainees after the training is completed, and their
responsibility is to use their training skills to help trainees learn.
Training Principle 11: Trainees Need Encouragement and Positive
Feedback.
Trainees want to know how the trainer evaluates their performance during
and, especially, after training is completed.
Training Principle 12: Trainees Should Not Compete Against Each
Other Contests.
Develop contests in which all trainees who attain specified standards can
win.
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King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
3/20/2021
19
Training principlesTraining principles
Training Principle 13: Trainees Should Be Taught the Correct Way
to Perform a Task.
Tasks should be taught using the correct work methods on a step – by –
step basis, with trainer presentation followed by trainee demonstration.
Training Principle 14: Train One Task at a Time.
Hospitality employees must typically perform many tasks in their
positions. Tasks should be taught separately, and each should be broken
into steps taught in proper sequence.
Training Principle 15: Train Each Task Using a Step – by – Step
Plan.
The trainer demonstrates the correct way to do the entire task again
step-by step, and the trainee repeats the correct procedures. He or she
then practices each step as necessary to yield the appropriate speed for
task performance.
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King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
Training MethodsTraining Methods
38
King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
On-the-job-training:
On-the-job-training, or OJT, is probably one of the
most commonly used training techniques for
hospitality industry front-line employee. Sometimes
this method is called job instruction training, or JIT.
This type of training is delivered directly to the
employee while on the job.
It is effective when used to teach employees the
tasks they need to perform in order to effectively do
their jobs.
In this case a trainer, a supervisor, or even a
coworker serves as the instructor.
When this training method is properly planned and
executed, it is very effective because it is one of the
few training techniques that incorporates each of the
learning principles.
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Training MethodsTraining Methods
39
King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
In order to be effective, proper OJT should consist of the
following steps:
Figure 2: Steps in the OJT method
Training MethodsTraining Methods
40
King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
Problems Associated with OJT:
Poor choice of trainer: The person selected to conduct the training
should be patient, have adequate job knowledge, be a good
communicator, have an outgoing personality, and wants to train
others.
Lack of trainer preparation. Allow the trainer time to prepare a
timetable for instruction and to assemble and set up any needed
materials or supplies.
Poor choice of place and time. OJT means on the job, so it is
normal to attempt to conduct training during regular business hours.
This presents a challenge to hospitality business managers because
regular business hours usually mean customers and guests need to be
served at the same time the OJT is taking place. Management should
ensure adequate labor is scheduled so that the trainer and trainee can
have their training session without constant interruptions.
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Training MethodsTraining Methods
41
King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
Job rotation or cross-training:
Job rotation or cross-training is another effective
training method that is widely used in hospitality
operations.
To cross-train employees in a variety of jobs,
supervisors will often move the trainee from job to job.
Each move is normally preceded by OJT.
This method of training is effective because it gives
workers the ability to perform a variety of jobs at the
workplace and sometimes helps to eliminate the
potential for boredom.
Housekeeping employees can be cross-trained in
laundry, hotel bell-staff may be cross-trained as lifeguards
or as front desk agents, restaurant food servers can be
cross-trained to work the cashier/greeter station, and
kitchen grill workers can be cross-trained to work in the
pantry.
Training MethodsTraining Methods
42
King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
Job rotation or cross-training:
Each of these examples helps to provide
employees with exposure to a variety of jobs and
provides management with greater flexibility
when assigning tasks.
Cross-training also enables management to run
a smooth operation when employees are on
vacation or absent, because cross-trained
employees can step in and perform the tasks of
the absent employee.
Cross-training employees also helps employees
to develop skills and acquire knowledge that may
lend themselves well to potential career
advancements.
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Training MethodsTraining Methods
43
King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
Problems with Job Rotation and
Cross-training:
Perhaps the greatest problem associated
with cross- training is that employees
sometimes see the process as nothing
more than job loading.
If this is the chosen training method, it
should benefit both the employee as well
as management.
Another problem occurs if the
hospitality business is operating under a
union’s collective bargaining agreement, or
contract.
Training MethodsTraining Methods
44
King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
Train The Trainer Programs:
Training the trainer means that the hospitality
organization identifies an existing employee—
or several employees—who has the desire and
some talent for teaching others, and then teach
this person to train other staff members.
By training one key person to train others in
the organization, you distribute the knowledge
and create a repository of knowledge within
the organization.
A train the trainer program could involve
sending one staff member to an outside
training class to learn about training techniques,
or an experienced manager could train the
trainer in-house.
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Training MethodsTraining Methods
45
King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
Train The Trainer Programs:
An effective train the trainer program will
teach inexperienced trainers such skills as
how to facilitate a training session, how to deal
with employees who are having trouble
learning, and how to utilize different training
techniques based on learning objectives or
outcomes desired.
Given the budget constraints that many
smaller hospitality operations experience, it is
not always possible to send many staff
members to outside training.
Developing an internal training program can
be empowering, and it allows smaller
organizations to become more self-sufficient.
Training MethodsTraining Methods
46
King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
Off-the-job training methods:
Off-the-job training methods do not necessarily
occur entirely away from the workplace, but this sort
of training is usually provided in a traditional
classroom setting or similar venue.
Off-the-job training includes lectures, video
presentations, computer-based training, role playing,
case studies, simulation exercises, and self-study.
Lecture and video presentations tend to rely more
heavily on communications than on the modeling
approach presented in OJT and job rotation.
Providing employees with a lecture is cost-effective
when a large amount of information needs to be
delivered to a sizeable group of trainees.
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Training MethodsTraining Methods
47
King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
Off-the-job training methods:
Often, lectures occur during new-employee
orientation when management wishes to cover the
information contained in the employee handbook
with new hires.
Video presentations are similar to lectures and are
an effective way to deliver information.
Many chain restaurants utilize CD-ROMs and
videotapes to deliver basic information about
corporate culture as well as more specific, job-
related training.
These video presentations are usually available in
several languages, which is quite beneficial
considering the cultural diversity of today’s
hospitality industry employees.
Other Training MethodsOther Training Methods
48
King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
Other training methods available to the hospitality
manager include:
Internships,
Role playing,
Case studies, and
Self-study, sometimes called programmed learning.
The overall effectiveness of any one of these methods
will depend largely upon who is being trained, the level of
the trainee within the organization, what the expected
outcomes are, and whether there are appropriate
materials available and/or skilled trainers to support the
training method chosen.
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Other Training MethodsOther Training Methods
49
King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
Internships:
Many college students who are preparing for future
careers in the hospitality industry are probably already
familiar with this term. An internship involves learning from
a more experienced employee or employees within the
industry.
This approach to training can be very effective because it
requires high levels of participation from the trainee and
provides the trainee with high transferability to the job.
Often, employees who have been selected for future
advancement are put into formal management training
programs in which, ideally, the trainee will be introduced to
a wide variety of jobs in the organization.
A trainee in a hotel organization’s management training
program may spend a month or so in several departments
so he or she is exposed to the various job opportunities
within the organization.
Other Training MethodsOther Training Methods
50
King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
Role playing:
Role playing is a process that forces trainees to assume different
identities. It is a training method that is sometimes used to change
employee attitudes.
For example, a male worker may assume the role of a female
supervisor, and the supervisor may assume the role of a male
worker. Both trainees would be given a typical work situation and
told to respond as they would expect the other to do. This
training technique involves participation and feedback.
Hospitality sales and marketing professionals sometimes utilize
this training method to help fine-tune their sales presentations
before presenting to an actual client. One trainee would play the
role of the sales manager, and another individual would play the
role of the prospective client.
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Other Training MethodsOther Training Methods
51
King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
Case study:
When trainees study case situations
related to the workplace, they learn about
real or hypothetical situations or
circumstances and the actions others have
taken when faced with these situations.
Aside from learning about the content
of the case, a case study helps trainees to
develop decision-making skills.
In most cases, this approach to training
provides some transference as well as
participation through discussion and
feedback.
Other Training MethodsOther Training Methods
52
King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
Self-study:
The self-study training method is also called
programmed learning.
This is a useful training method when
employees are scattered geographically or
when learning requires little interaction.
Carefully planned instructional materials can
be delivered either online via the Internet or
company intranet, or in books and manuals, or
even via CD-ROMs.
Well-designed materials will provide learner
participation, repetition, relevance, and
feedback.
Transference, however, tends to be low.
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Characteristics of Effective TrainerCharacteristics of Effective Trainer
1-Have the desire to train:
Good trainers want to train. There
are several reasons why a trainer might
desire to do so, including:
An interest in helping others, and
Internal recognition for a job well
done,
The knowledge that effective
trainers are frequently promoted to
higher level positions within the
department.
53
King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
Characteristics of Effective TrainerCharacteristics of Effective Trainer
2-Have the proper attitude about the
employer, peers, position, and the training
assignment.
Hospitality organizations that emphasize
the importance of staff members and that
provide quality training opportunities to
all employees at all levels will likely
increase the morale of their trainers.
Conversely, when training is just another
and not so important responsibility, a less
than willing attitude is likely.
54
King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
3/20/2021
28
Characteristics of Effective TrainerCharacteristics of Effective Trainer
3-Possess the necessary
knowledge and ability (skills) to
do the job for which training is
needed.
Effective trainers must be
knowledgeable about and have
the skills necessary to perform
the work tasks for which they
will train others.
55
King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
Characteristics of Effective TrainerCharacteristics of Effective Trainer
4- Utilize effective communication skills.
Trainers are effective communicators when
they:
(1) Speak in a language that is understandable
to the trainee,
(2) Recognize that body language is a method
of communication,
(3) Use a questioning process to learn the
extent to which a trainee has learned, and
(4) Speak to communicate rather than to
impress. For example, they don’t use unfamiliar
jargon, and they teach new staff members the
meaning of unusual but commonly used terms.
56
King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
3/20/2021
29
Characteristics of Effective TrainerCharacteristics of Effective Trainer
5-Know how to train.
The importance of
Train Of The Trainer
programs should be
obvious but often is
overlooked.
57
King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
Characteristics of Effective TrainerCharacteristics of Effective Trainer
6- Have patience .
Few trainees learn everything they must
know or be able to do during their first
exposure to training.
Effective trainers have patience and
understand that training steps must
sometimes be repeated several times in
different ways.
They know that the goal is not to
complete the training quickly; rather, it is
to provide the knowledge and skills the
trainee needs to be successful.
58
King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
3/20/2021
30
Characteristics of Effective TrainerCharacteristics of Effective Trainer
7-Exhibit humor.
Use of humor in good taste
often provides a subtle
message to a trainee: “ I am
enjoying the opportunity to
provide training, and I hope you
enjoy it as well. Learning can be
fun, because the process is
enjoyable. ”
59
King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
Characteristics of Effective TrainerCharacteristics of Effective Trainer
8-Have time to train.
Effective training takes
time, and it must be
scheduled for the trainer
and for the trainees.
60
King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
3/20/2021
31
Characteristics of Effective TrainerCharacteristics of Effective Trainer
9-Show genuine respect for
the trainees.
This characteristic is driven
by the need to treat trainees
as professionals.
You’ll likely find that those
whom you respect will also
respect you.
This mutual respect allows
training to be more effective.
61
King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
Characteristics of Effective TrainerCharacteristics of Effective Trainer
10-Be enthusiastic.
Newly employed staff members want
reinforcement that their decision to join
the organization was a good one.
Initial experiences with an enthusiastic
trainer help develop the foundation for
successful training and for employees’ long
term commitment.
Trainers can reinforce the philosophy of
more senior staff:
“ This is a good place to work: let’ s make
it a better place to work, and this training
will help us to do so. ”
62
King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
3/20/2021
32
Characteristics of Effective TrainerCharacteristics of Effective Trainer
11-Celebrate the trainees ’ success.
Have you ever heard the saying that
“If a trainee hasn’t learned, it is because
the trainer hasn’t trained?”
A successful trainer is one who has
successfully trained, and the reverse is
also true: trainers have not been
successful when their trainees have not
learned.
Take time to celebrate when learning
occurs.
63
King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
Characteristics of Effective TrainerCharacteristics of Effective Trainer
12- Value diversity.
Increasingly, hospitality organizations employ
persons with a variety of backgrounds and
cultures, and the property is strengthened because
of the different perceptions that provide input into
decision making.
All staff share the need to be well trained.
An effective trainer accepts the challenge to
develop all trainees to the fullest extent possible,
even though training tactics might differ based on
the trainees’ cultural backgrounds.
For example, group trainers may need to actively
solicit question responses from trainees who don’t
readily participate in discussions, and trainees from
some cultures may be embarrassed to participate
in role play exercises.
64
King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
3/20/2021
33
Prepare TraineesPrepare Trainees
The need to Planning Training
Programs is an obvious step that is
often overlooked and/ or done
incorrectly.
Providing training materials and
activities will not necessarily yield
more knowledgeable and skilled
staff members.
Instead, this goal can only be
attained when the trainees want
to learn.
65
King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
Prepare TraineesPrepare Trainees
Implementing training programs
is easier when trainees have
provided input into their
development.
This can occur when staff
members provide suggestions
about process revisions, and as task
lists and task breakdowns are
developed.
Additional ways to motivate
trainees to benefit from training
include:
66
King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
3/20/2021
34
Prepare TraineesPrepare Trainees
Tell trainees what to expect.
The who, what, when, and
where of training should be
provided,
Specific questions should be
addressed, and
Opportunities or group
discussions about the training
should be provided.
67
King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
Prepare TraineesPrepare Trainees
Explain why the training is
needed.
Whenever possible, state
this in terms of what’s in it
for the trainees, rather
than how it will benefit the
property.
68
King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
3/20/2021
35
Prepare TraineesPrepare Trainees
Provide time for the training.
Effective training cannot be
rushed, and it cannot be done
during peak business times or
whenever time is available.
Dedicated time must be
considered as schedules for
trainers and trainees are
developed.
69
King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
Prepare TraineesPrepare Trainees
Address trainees’ concerns.
For example, persons with
language or reading problems
and those wanting to know
about the relationship, if any,
between training and
advancement opportunities
have concerns to be
addressed before the training
begins.
70
King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
3/20/2021
36
Prepare TraineesPrepare Trainees
Emphasize the importance
of training.
This factor is easy to
accomplish in a property
that supports training.
71
King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
Prepare TraineesPrepare Trainees
Explain that training will be
directly related to the trainee’ s
work.
Coupled with a discussion
about how trainees will directly
benefit from the training, this
will provide a powerful
motivator for training
acceptance.
72
King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
3/20/2021
37
Prepare TraineesPrepare Trainees
Stress that the training will
be enjoyable and
worthwhile.
This tactic should be easy
to implement when the
trainees have had positive
experiences with past
training efforts.
73
King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
Individual Assignment # 5Individual Assignment # 5
Title: Planning Training Programs.
Points to be covered:
1. List some training activities in which you
have participated that were beneficial to
you. Why did you enjoy them? How did
they help you to learn? What training
principles noted in this handout were
incorporated in these activities?
2. List some training experiences in which you
have participated that you did not enjoy.
Why did you not like them? How did they
hinder your learning experience? What
training principles noted in this handout did
they violate?
74
King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
3/20/2021
38
Individual Assignment # 5Individual Assignment # 5
Instruction for the assignment:
Type of attached file: word document file
attached through course messages on the
BlackBoard.
Name of word file: Assignment 5
Deadline: Saturday, 27/3/2021
Grades assigned: 10 Marks.
You should have a cover page for your
assignment involving the following information:
Course Name and its Code; Assignment Title;
Student Full Name; Student ID No.; Submitted to
whom, Date of Submission.
A list of References used should be added by
the end of Assignment.
75
King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
THANK YOU
Thank you for being with me today and please
feel free to ask any questions.
76
King Abdul Aziz University – Faculty of Tourism
Human Resources in Event Management – Master in Event Management
Planning Training Programs
Assoc. Prof. Dr. Reda Gadelrab
January, 2021
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