Training ; Development – Need Analysis
Negotiation Skills need Performance Objectives Needs Learning Outcome Resolving customer problems in a proactive way without it being carry Grievance Handling forwarded to the manager Use grammatically correct language while interacting with the guests in a clear and confident way Negotiate with the clients so as not to give more than fifteen per cent discount on any services provided Use polite ND kind language while interacting with guests using phrases like ‘please’, thank you’, ‘how may I help you? Etc. Usage of correct written communication in form of mails, messages.
Intellectual Skills, communication skills Negotiation skills Communication skills Communication skills Speaks in a polite manner and encourages the guest to finish his sentence Communication before interrupting while talking to him on a phone Skills Respond to the customer demands keeping in mind the situation and Cognitive strategies circumstances The tables below lists the methods that are the most suitable in order meet these objectives: Needs Learning Outcome Method Lecture, Self-Directed Learning Lecture, Self directed Learning, Page | 1 Use grammatically correct language while Intellectual Skills interacting with the guests in a clear and confident way Use polite and kind language while Intellectual skills interacting with guests using phrases like ‘please’, thank you’, ‘how may I help you? Etc. Usage of correct formal and semi-formal written communication in form of mails, messages.
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Negotiate with the clients so as not to give more than fifteen per cent discount on any services provided Resolving customer problems in a proactive ay without it being carry forwarded to the manager Should be able to process a customer request with a minimum satisfaction rating of satisfactory in twenty four hours.
Speaks in a polite manner and encourages the guest to finish his sentence before interrupting while talking to him on a phone Respond to the customer demands keeping in mind the situation and circumstances Intellectual skills Role Play Lecture Cognitive strategies Lectures Lectures, Role Play Program Design Phase Decide on basics Break objectives into knowledge and skills Identify training methods Decide training packages and sequences Framework for Training Needs As mentioned in the figure above, we would be first chalking out the basics of the overall design to decide on a framework, which the entire program will be based upon. Then the objectives were broken down in to the key constituents.
This break up is done on the basis of whether the objective aims on building knowledge, ability or skill. Following is the analyses of each objective to understand what the learning outcomes are intended to be: 1. Usage of grammatically correct language while interacting with the guests and speak in a polite manner and listen to the customers deeds while talking to him on a phone Page | 2 Every employee at the reception desk is hired only is they have a basic knowledge of English and can read, write and communicate at an above average level.
The Job Descriptions of the employee also demand that the employee must be able to communicate effectively to the customers or guests.
Yet, the ability to speak in English, fluently is a cause of concern and is identified as a developmental need by the supervisors and it is felt that the current Job holders are not adequately comfortable with application of the communication knowledge they hold. Considering effectively sending across the message to the guests, which can be achieved by removing common grammatical mistakes, ensuring that the conversation is respectful, kind, polite, avoiding of common slang, encouraging more practical application. The best way to achieve this would be to a. Conduct lectures by experts in the field of communication and spoken English along with basic course material which would teach the participants to apply what they have learnt from the lectures and sharpen their skills. B.
Organize experiential exercises that give hands on earning to the participants by giving them immediate feedback on their performance and the way they can improve. 2. Correctly use at least one style of written communication, either in the formal and semifinal letter and e-mail writing. The job holders at J. K Residency at the post of the reception are expected to be able to represent the hotels values on a daily basis with all the guests: both corporate clients and customers.
With the corporate clients and few other guests, most of the communications and coordination for the bookings takes place over email and a few through letters and formal messages.
As a hotel, the organization believes in presenting a sophisticated and business approach, while at the same time maintaining a level of comfort with the guest in order for them to be comfortable with the communication. For this purpose, it is extremely important for these letters to be constructed in a format which is both appropriate and appealing manner. While most Job holders are familiar with the concepts of the format of responding to emails and letters, the usage of the same in a correct format and manner is found to need development. To impart these skills, we propose a. Lectures from experts on communication patterns would be appropriate.
A standardized templates should be used and shared with the Job holders. They Page | 3 can be included in the rules that the Jobholders need to follow while communicating with the clients. B. Give assignments to the participants to practice a few emails and notes to focus on the usage of the knowledge imparted in the lectures. 3.
Negotiate with the clients so as not to give more than fifteen per cent discount on any services provided This need can be classified as being critical and an advance requirement of the Job. Often with regular and large corporate clients, there are demands for a discount on the overall billable amount on grounds of the loyalty to the hotel or the magnitude of the booking being made.
It is the responsibility of the reception staff is to negotiate with the client in a polite but firm manner and offer a win win situation which is beneficial to both parties. This demands strong negotiation skills to be displayed by the role holders as important clients do not hesitate to turn an offer down if they are not satisfied with the prices. An adept way of imparting this training could be a. To have lectures initially to impart basic negotiating skills and do’s and don’t b.
The lectures must be followed by intensive role play exercises where the Job holder is exposed to a variation of hypothetical situations to aid self -learning which would allow them to use the skills learnt c. Give immediate feedback on how to improve and adopt the skills learnt. 4.
Resolve the customer complaints proactively before they reach the manager The reception desk is the face of the hotel as they are the ones who interact with the customers and are responsible for striking a deal with customer. As they interact with the customers, they are expected to know the basics of ‘grievance handling, to be able to resolve complaints and queries without allowing the matter to get worse.
This calls for the Jobholder to be comfortable with the entire working of the hotel and be able to communicate and reassure the customer as well. An effective way to teach grievance handling is a. Use of lectures. Lectures should involve experienced Job incumbents and practitioners who can cite from experience possible avenues to resolve the matter at the earliest. B.
Use of simulations, including ole-plays which would help them apply the skills in hypothetical situations to better prepare them for real time cases.
Page | 4 Objectives and Specifications of Training Program Need: Grievance Handling; Objective: Resolving 90% of complaints before manager’s attention is required. Content: Details of all auxiliary functions related to the hotel, Knowledge of Job responsibilities of the manager and other staff in the hotel and Overview of the various functions in the hospitality industry and the hotel; Mode: Lectures; Facilities: Lecture Halls, manuals, standing orders of the organization Time: 270 Minutes; Faculty: Sir. Management from the organization and professionals from hospitality industry; Logistics: Other division’s participation.
Evaluation: Monitoring the monthly/weekly ‘Resolved by column verified in the complaint log Need: Grievance Handling; Objective: Ensuring resolution of complaints with a minimum satisfaction rating of ‘satisfactory in 2 hours issues within the hotel and 4 hours for issues involving outside coordination and responding to the customer demands keeping in mind the situation and circumstances; Mode: Role Plays and Lectures; Facilities: Case lets, Reading Material and lecture halls; Time: 480 Min; Faculty: Sir. Management from the organization; Logistics