362 C H A P T E R 1 2 ■ T R A I N I N G F O R H O S P I TA L I T Y

The responsibility for administering the training program rests with the front office manager. If this responsibility is delegated to an assistant in the front office or human resources department, details of administration must be discussed with that person.

Effective training for front office positions is not easy to apply in the hospitality industry. The constant flow of people at the front desk, registrations and special events, telephone calls, emergencies, vendor calls, and other demands require the front office manager to balance the needs of the moment with those of the future. However, if highquality hospitality services and products are to be available, training procedures for new employees must be well planned and developed.

Cross-Training

Even the most basic training programs must make provisions for developing employee skills that are useful to the organization. The unpredictable nature of business volume and employee availability in the hotel industry calls for a versatile staff. Cross-training, which means training employees to perform multiple tasks and jobs, is vital. A front office staff member who is able to perform multiple jobs has rescued many a front office manager during a crisis (Figure 12-4). The front office manager who discovers that one front desk clerk and one telephone operator are unexpectedly absent on the same day can attest to the value of cross-training. If a bellhop knows how to operate the PMS and the reservationist is trained to use the switchboard, the day can be saved. However, cross-training will get a front office manager out of a tight situation only if he or she has planned for it. If cross-training is to be provided, it should be built into a job description and pay rate. Note, however, before planning for cross-training, that some labor unions prohibit the practice of assigning noncontractual duties; in this case, cross-training is not viable.

Developing a Trainer

Careful consideration should be given to selecting the individual who trains new employees. This person should have a professional attitude and provide trainees with a positive attitude and enthusiasm for their positions. The selected person should be in management or a senior staff employee. The trainer must also be well versed in all procedures pertaining to the employee’s job and familiar with training methods.

Job Knowledge

Knowledge of performing tasks comes with practice after formal training. There is no substitute for experience. The trainee inevitably has questions about particular tasks,