ICTM514 SQM - Ch6: Hospitality Training

Hotels Departmental Structure Overview / Training Strategy Overview / Corporate Training Analysis

Hotel Structure Overview: Driving the Business

1. How many departments are there in each hotel? approximately 7-10
2. What does each of them do on a daily basis?
3. How do they (do) being judge on terms of their performance? (what are the factors concerning this from your point of view?)

Room Division:

> Front Office -

• doorman
• luggage assistant (bell)
• front desk agent (GSA [guest service agent]/GRO [guest relation officer]/BUTLER)
• service centre (operator)
• concierge 

> Housekeeping - 

• maid
• public area
• laundry (linen/uniform)

> Engineering

Operation Division:
> F&B -

• hostess
• guest relations
• waiter/waitress
• culinary (main, hot, cold, bakery, etc.)

> Sales -

• sales (MICE/corporate/government/agency)
• public relations (marcom/online)
• graphic designer 

> Reservation & Revenue

Admin:
> Finance -

• accounting
• purchasing
• store receiving
• IT

> Human Resources -

• HR
• training
• security

> Executive Offices -

• GM/hotel manager/EAM
• PA to GM

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Training Strategy Overview: Corporate VS Property based

1. In your opinion, what is the best definition for the term "great training"? Why?
2. What is the most likely steps you will take in order to create/train one training program?

Training Strategy Overview:
> training need analysis
> design/select the program
> budgeting
> implement:
        - time
        - occupancy
        - attendants
        - choices of time/sections

> evaluation> follow up

Corporate Training Strategy:
> training strategy + belief:

• department heads are responsible for their own specific goals, while HR-training needs to focus on general moral and policies driven (such as leadership skills)

> follow up:

• training hours/occurrence

> corporate training focus:

• overall leadership development modules
• focus on research and data analysis
• focus on general topics that impact all at once

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Examples of Corporate Training: Leadership & Team Management

Leadership Success Profile:

13 Factors of Human Performance:

1. knowledge
2. skills
3. core beliefs
4. style performance
5. natural capacity
6. desire
7. consequences
8. clear expectations
9. opportunity/practice
10. communication
11. work systems
12. culture
13. feedback

Discussion:

Evolution of Training:

PAST =>

PRESENT =>

FUTURE =>