In the hospitality industry, providing proper training to hotel staff is essential for ensuring a positive guest experience and overall success. This raises the question of who should be responsible for training: should the manager personally train their team, or delegate the responsibility to the HR department? In this article, we’ll explore both approaches to determine the best method for hotel training.

The Benefits of Manager-Led Training

1. Improved Relationships

When a manager personally trains their team, it can help to build stronger relationships and trust between the manager and staff members.

The hands-on training approach allows for open communication channels, where questions can be addressed promptly, and feedback becomes a two-way dialogue. This personalized engagement not only enhances the learning experience but also creates a more positive work environment. The direct interaction during training sessions establishes a foundation of mutual understanding, encouraging team members to feel supported and valued, ultimately strengthening the manager-staff dynamic.

2. Increased Understanding

By personally leading training, the manager can ensure that their team has a complete understanding of the hotel’s expectations and procedures. The manager can also provide personalized feedback and coaching, helping staff members to improve their skills and performance.

Through personalized feedback and coaching during the training process, staff members receive individualized guidance, helping them enhance their skills and performance. This hands-on approach not only ensures clarity in expectations but also empowers team members with the knowledge and tools needed to excel in their roles.

3. Hands-On Approach

A hands-on approach to training allows the manager to lead by example and demonstrate the proper techniques and procedures. This can be a more effective method of training, as it allows staff members to see the right way to perform their duties.

The manager’s direct involvement allows for real-time corrections, immediate clarification of doubts, and the opportunity for staff to observe the right way to execute tasks. This interactive and demonstrative training style not only enhances comprehension but also instills a sense of confidence in the team, as they witness firsthand the expected standards and practices in action.

The Benefits of HR-Led Training

1. Expertise

The HR department is often comprised of experts in employee training and development. They have the skills and knowledge to provide comprehensive training programs that cover all aspects of the hotel, from procedures to policies.

HR professionals leverage their expertise to design training modules that are thorough and tailored to meet the specific needs of the hotel staff. Drawing upon their deep understanding of industry best practices, legal compliance, and effective training methodologies, the HR department ensures that employees receive well-rounded and up-to-date training.

This expertise enables the HR team to create a learning environment that not only imparts essential skills but also cultivates a thorough understanding of the hotel’s operations and policies among the staff.

2. Consistency

Delegating training responsibilities to the HR department ensures a consistent training experience for all staff members, irrespective of their department or reporting manager. This consistency is achieved through the establishment and enforcement of uniform training standards by the HR professionals.

HR ensures that training materials, modules, and methodologies are standardized, guaranteeing that every employee receives the same fundamental knowledge and skills. This approach not only helps maintain a consistent level of quality and service but also promotes a cohesive organizational culture. By centralizing the training function, the HR department acts as a unifying force, aligning all staff members with the shared values, practices, and standards that contribute to a harmonized and unified service delivery throughout the hotel.

3. Standardization

HR-led training can help to standardize procedures and policies across the hotel, ensuring that all staff members are working to the same standards. This can help to prevent confusion and improve overall efficiency.

By ensuring that every employee, regardless of their role or department, is trained according to the same set of protocols, HR establishes a unified approach to hotel operations. This consistency minimizes the risk of misunderstandings, errors, or deviations from established procedures, contributing to a smoother and more efficient workflow.

Standardized training reinforces a shared understanding of expectations, creating a cohesive work environment where staff members can collaborate seamlessly, confident in the knowledge that everyone is working towards the same operational standards.

Choosing the Right Approach

Ultimately, the decision of whether to have a manager personally train their team or delegate the responsibility to the HR department will depend on the individual needs of the hotel. In some cases, a combination of both approaches may be the best solution.

For example, if the manager is experienced and knowledgeable about the hotel’s procedures, they may be the best person to lead hands-on training sessions. However, for more complex topics such as HR policies and procedures, it may be more appropriate to delegate the responsibility to the HR department.

Additionally, the size of the hotel and the number of staff members may also play a role in determining the best approach to training. In larger hotels with many staff members, it may be more efficient to delegate training to the HR department, while in smaller hotels, a manager-led approach may be more effective.

Conclusion

In conclusion, both manager-led and HR-led training have their own unique benefits and drawbacks. Hotel managers must consider their own experience, knowledge, and the needs of their hotel when deciding which approach is best for their team. By combining the two approaches and leveraging the strengths of both, hotels can ensure that their staff members receive comprehensive, effective training that helps them to deliver the best possible guest experience.