We’ve previously discussed how to begin developing your service industry training program. Now we’ll show you the steps involved in executing the program and how to make sure the training is working.
These steps take you out of the planning phase and into the hands-on and teaching aspects of your training program.
Gather or create the materials needed.
Because you’ve done the hard work of planning, this step should be quick and easy. You already know what you will be teaching, so just make sure you have the correct materials ready and available on the day of the training session.
These can be:
- any written information needed.
- any tools which will be used.
- examples of right and wrong (especially when working with food or service).
- anything you’d like the employee to sign or keep for themselves.
When gathering the materials keep in mind you’re working with adults and they learn differently than children do. Often, you’ll have limited time for training so it’s important to keep instructions clear, straightforward, and strictly related to the training topic.
Serviceable recommends using hands on training materials as much as possible.
Conduct the training.
Naturally, this is the most important step in your training program.
You’ll want to have someone who is knowledgeable on the subject and who is comfortable speaking in front of others giving the training. The training won’t work if the instructions aren’t clear or if you can’t get the staff to pay attention.
There are four important steps to conducting a successful training session. These steps work whether the trainer is working one on one or with big groups. These steps also work with employees of all maturity and skill levels.
- Tell – You’ll begin by telling the trainee(s) exactly what they will be learning. The trainer will explain how to perform the task or function with as much detail as possible. This is also where you’ll let your staff know what the expectations are going to be after the session.
- Show – In this step, the trainer will show the staff exactly how to perform the task or function correctly by performing it themselves.
- Do – Here the trainer will have the individual or staff perform the task. Performing the function or task is the best way to learn and form good habits. With the trainer nearby, comments and tips can be given while the employee performs the task for the first time.
- Review – In the last step of training, the employee is required to explain the lesson back to the instructor. This helps the instructor make sure the lesson was understood correctly and reinforces the lesson for the trainee.
In the end, always evaluate the training.
As you can see from above, there are four levels of training evaluation.
You’ll test the employee reaction to make sure they learned the training information by testing. After they successfully pass the test, staff members can be held accountable if you find their behavior is not in line with the training. It’s a good idea to keep the test scores to refer back to or to go over during employee evaluations.
Training evaluation also helps to determine whether the training is working. Look for measurable proof that the training has worked. Have sales or reservations increased? Has food cost and waste decreased? Are certain items or amenities selling better? Is customer feedback leaning towards the positive or negative?
If you find that the same mistakes are being made, your new practices are being ignored, or you cannot see improvements in measurable data, go back to steps one and two to improve the training process.
Talk to your employees. Ask them why they are not doing things the way they were trained. You may find that you’ve actually made their job harder. Employee feedback will help you to refine your training program for the future.
Always remember, training is an investment in your business’ future.
If you have any service industry specific training methods you think should be included in this post, please leave a comment or contact us. We always appreciate feedback.
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