The Marriott

Training Design: Steps of Training- In House Training Induction Training A new employee required choosing one of given dates that suitable for them to stay night at hotel, have dinner and breakfast at the hotel she or he tended to work and it is a complimentary. After breakfast they are asked to go meeting room to have three-day induction course with other new employees. Then it will continue with their supervisor and colleagues.

This type of approach gives a lot of experience and information about hotel and its facilities. When new employee visits to hotel as a guest, he or she familiarizes with hotel services, procedures and it facilities. New starters have opportunity to assess following key point while they stay at the hotel: Efficiency and customer service of front desk. Cleanness of the hotel, and to learn more about room appliances such as using air controller system, safe and TV. Learn more about restaurant and etc.

Next three days, they attend to induction course. At the beginning, they will receive employee handbook (sign for it) and course book contains of general information. There are two types of employees in the Induction course: Employee who has worked in the company before, they are who filled new vacant positions and considered as a new employee. New employee who has not worked in the company before.

And, employees who worked before finish this course in one day while new employee does it in three days. The induction training consists of following tasks: Firstly, they will be orally informed what they are going to do next three days. Knowing each other within the course, all participants introduce themselves to others and give a little background information. Presentation about followings: Company history who they were yesterday Company values and mission what they need to achieve

What benefits they can get and what are company policies. Basic hotel information such as prices for parking and Internet connection facilities improve their knowledge about hotel if any guest asks employee could answer them. Tours around the building opportunity to know more about building structure such as location of each department offices, public toilets, restaurants, fitness center, rooms in different levels and staff area including canteen and staff changing rooms. It also covers trainings required by law such as basic fire training, health and safety at work, bomb awareness.

 Also trainings improves employee skills such as customer service, telephone techniques, up-selling training, food safety training and brand standards of the company such as answering the phones within three ring, enhance the interaction with guest as you approach to them and more others.

All these tasks are carried out in following methods: Group discussion Video clips Presentation Guest simulated examples Through game learning methods And others

At the end of training, trainer evaluate the trainees by questionnaires, they divide trainees into several groups and let them to compete to answer the question, and receive self-filled certificates. Then, all trainees are asked to give their feedback about the whole inductiontraining program. At the final stage, new starters will be directed to their supervisor for further training. The main aim of induction training is to provide new employee with all necessary skills and information that can be helpful to him or her to perform within organization as other colleagues do it. It could be information such as showing toilets, procedures of check-in and out workplace to skills and also job related skills. Moreover, this training gives new starter knowledge of organization such as company mission, value, structure of company and company policies and benefits.

Oriented training gives following benefits to organization: Efficient adaptation of new employee to new job and creates good working environment for co-workers and supervisors. Reduces cost of damages from new employee mistakenly action. Reduces employee turnover

The length of the training is different in each organization, it depends how much information you want to deliver to the new employee. Marriott recognizes that most employees dont want to stay in an entry-level job such as housekeeping. So Marriott trains employees to handle a wide variety of positions and rotates them periodically to new jobs. This gives employees opportunities to find the area in which they best like to work. They are encouraged to train for promotion. The goal is to keep employees interested in their work and keep them interested in working for Marriott. Hourly training Marriott provides 15 minutes to training each day to each hourly employee. The training addresses the essential skill and knowledge areas, such as culinary, rooms operation, purchasing, that are essential for employees to master in order to do their jobs.

Gateways The Gateways program is for hourly non-management employees. It is designed to train discipline-specific skills necessary to individual positions. Participating disciplines are: finance, HR, IT, loss prevention, PR and sales.

Managers and Supervisory Training: Core management training Marriot managers participate in over 20 different management training programs. Courses are taught by certified trainers, professional experts, and property based management. Other courses are self-directed, including internet-based learning. Classes generally have 20-25 participants and include extensive group interaction, hands-on activities, pre and post-test evaluation, and action planning.

Essential Skills for Supervisors and Managers Comprised of 15 modules, including Welcome to Marriott Management, Communicating for Success, Hiring the Best, Training and Developing your Associates, Coaching for Great Performance, Building Top Performing Teams, Conducting Performance Appraisals, Managing Conflict, Juggling Time, Business Basics, Create Experiences, Effective Daily Meetings, Goal Setting, Your Career and You, and Stress Management.

InMotion! Utilizes hands-on experience for supervisors to learn about different departments of the hotel and develop broader hotel expertise which help prepare them for management responsibilities.

Get On Board This learning experience is designed to introduce new managers hired both externally and internally to International Lodging. Through a variety of mediums, the manager "new to Marriott International" experiences and learns Marriott's culture, policies and procedures for International Lodging while building the necessary relationships.

IT Training in Microsoft PowerPoint and Microsoft Excel is also being carried out.

Leadership Programs

Facilitator Lead Programs The programs are categorized into three levels and correlate with Marriott Internationals Core Competencies (Leadership, Managing Execution, Building Relationships, Generating Talent and Organizational Capacity, Learning and Applying Personal Expertise, and Business/Functional results.)

Property Strategic Planning Implementation This two-day program is conducted 30 days prior to a new Marriott International hotel opening, and is designed for the hotel Leadership Team.

Courtyard by Marriott International University This program is an international only Marriott training program offered to Courtyard by Marriott brand General Managers and Assistant Managers. It is designed to focus on understanding the brand's positioning, product and service standards, pricing strategies, effective food and beverage, and creating hotel-specific action plans to achieve goals.

Training On-Property Programs A workshop is created for hotel managers facilitating Marriotts In the Beginning, Passports to Success, or other on property training programs for hourly associates.

Effective Training Skills Both workshop and certification process which focuses on co-facilitation techniques, stages of experiential learning, measurement, and better understanding of learning styles.

Virtual Leadership Training Program Marriott recently rolled out a new leadership training program. The training program aimed at aligning goals from the top of the organization and cascading them down to the line associates. It provided a consistent set of effective leadership behaviors around areas such as guest satisfaction and helping to boost the performance of managers throughout hundreds of hotels. Participants needed to complete the training in order to become certified. The virtual learning environment (VLE) system had some multilingual capability, including the ability to toggle the names and titles between multiple languages. Without the program, Marriott reports that it would have incurred much more expense and travel, both for participants and facilitators; it could not have accomplished the task nearly as quickly and effectively without the virtual approach. Aside from cost savings, however, Marriott also benefited from a greater ability to engage managers in an experience that was cool and cutting edge. The VLE was able to boost productivity. Managers could participate from the hotel from which they worked by going to a ballroom and participating in a group with their colleagues. Conversations gave participants the ability to network with people in the virtual environment whom they would not have met otherwise.

Safety Training: Hotel operators and employees must know about general hazards in the workplace and safety regulations related to the proper handling of equipment including electrical, mechanical, and chemical materials. Proper education, with a lesson plan that addresses personal injury prevention and emergency preparedness, enables employees to reduce accidents and make confident decisions in emergency situations. Personal Injury Prevention- A comprehensive safety training program that addresses accident prevention for housekeeping and kitchen employees should include the proper use of food preparation equipment, chemical use, and safe lifting techniques to prevent back injury. The Occupational Safety and Health Administration have a large selection of hotel safety training DVDs available for the purpose of teaching first aid as well. Fire Prevention- In Marriotts, specific safety guidelines are particularly essential. Proper exit plans and designation of safety areas in case of fire are drawn up so that firefighters can reach those trapped in the building. Fire safety courses for the hospitality industry teach that guests should be aware of where emergency exits are located and where they should check-in with employees after an evacuation to facilitate a head count.

Training Need Analysis: The Marriott need analysis is based on the following factorsStep 1: Understand the Current Situation * Make an internal assessment of the current situation. This involves gathering information on how the company is currently operating and can be gathered from a variety of methods: * Guest Feedback (Guest Comment Cards / Customer Satisfaction Surveys) * Mystery Shopper Results * Complaint Log Books * Exit Interviews * Employee Opinion Surveys * Employee Appraisal Reports * Operations Reviews * Incident Reports * Observations at the Workplace * Brand Standard Audits * Skills Tests * One-on-one discussions * Focus Groups

Step 2: Determine the Desired Outcome Next, identify what the desired outcome can be. This involves visualizing what the desired future is and can be established by a review of: * Company Vision and Mission * Company Strategies and Objectives * Business & Marketing Plan translated into Business Goals and Objectives * Guest / Customer Needs * Career Development Needs * Any changes expected such as new services, policies, procedures Step 3: Analyze the GAP Once information is gathered on current and future situation, a GAP analysis is undertaken. This is basically the difference between findings in Steps 1 and 2 and may be defined as: Desired Outcome Current Performance = Training Need. It should be noted that not all performance issues can be resolved through training. This is important to distinguish as the wrong solution could lead to the wrong outcome. Training can help if there is a lack of sufficient knowledge, skills or attitude. While knowledge and skills are easier to identify and rectify, attitude can be improved with time through a process of learning, monitoring and consequences. In the final analysis, look for correlations and consistencies.

Step 4: Present the PLAN With budgets at the disposal for training, it is important that needs be prioritized. Training that must meet legal requirements due to external regulations such as health, hygiene and safety, goes right to the top of the list. This is not negotiable and can affect licenses to operate. Next consider what is immediately needed to put things right, for example, gaps in service and product standards delivery, changes in policies and procedures, introduction of new services, etc. Then, list all regular training programs offered as good employers do, such as orientation, soft skills training and other supervisory development programs. Finally, include any employee development activities that provide career development and growth progression in the company. All training needs can then be documented into a Training Plan according to priorities. The training plan should specify for each training need: * What needs to be achieved (The Objective) * Why it is important (Impact on the business if not done) * who needs training (Identify specific individuals or groups) * When it is needed (Timely training can lead to more effective results) * Where it will take place (Conducted in house or externally) * How it will be evaluated (Desired changes back at the workplace) Marriott then allocates budgets according to priority and finally present plan in a format that is easy for everyone involved to understand. Communicate and then work the plan. This is a detailed and comprehensive process. Hence, an ever increasing number of hospitality companies seem to delegate the task of their training needs analysis (TNA) as well as their whole training to hospitality training specialist consultants, hence saving themselves time, money and resources.

Training Managers Role in Marriott: Evaluating Training Programs Effectiveness

Monitors enrollment and attendance at training classes. Meets regularly with participants to assess progress and address concerns. Partners with operational leaders to assess if employees demonstrate effective technical and leadership skills.

Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.

Measures transfer of learning from training courses to the operation. Ensures adult learning principles are incorporated into training programs.

Developing Training Program Plans and Budgets

Ensures all training and development activities (department specific and general property training) are strategically linked to the organization's mission and vision.

Identifies performance gaps and works with managers to develop and implement appropriate training to improve performance.

Makes any necessary adjustments to training methodology and/or re-trains as appropriate.

Aligns current training and development programs to effectively impact key business indicators.

Establishes guidelines so employees understand expectations and parameters. Develops specific training to improve service performance. Drives brand values and philosophy in all training and development activities. Incorporates guest satisfaction as a component of departmental meetings with a focus on continuous improvement.

Managing Training Budgets

Participates in the development of the Training budget as required. Manages budget in alignment with Human Resources and property financial goals. Manages department controllable expenses to achieve or exceed budgeted goals. Utilizes P-card if appropriate to control and monitor departmental expenditures

HRDs role in Learning/Training: New Employee Orientation

HR professionals often organize new employee orientation to integrate fresh hires into the organization. Effective "onboarding" enhances employees' later productivity and talent retention.

Career Development

Career development is an approach to development that attempts to match the personal goals of an employee with the organization's needs. Responsibility for career development ideally is shared between the HR department and the individual.

Leadership Development

Leadership training strengthens the ability of an individual to lead others. This type of initiative is not reserved only for individuals in leadership positions. Providing leadership skills training can enhance performance on teams throughout an organization.

Management Development

Management development enhances the ability of those in management positions to perform the tasks associated with planning, decision making, coordinating resources, organizing and implementing organizational changes.

Supervisor Development

In an organizational hierarchy, supervision of employees is the first level of management responsibility. Supervisors are often promoted from the ranks of employees and need to transition from doing work to supervising the work of others. The HR department has the responsibility of creating programs to help in this transition.

Key areas of Organizational Training Soft Skills and Staff Service Importance of Team Training in Marriotts: Team training can help a lot in building an efficient team that can get a lot of work done very easily. Team building training to all the staff, help in improving the collective organizational performance. It also helps in increasing its bottom line. Team training helps the participants to develop effective communication skills. Communicating effectively can help to get the message across with diplomacy. This is very important to avoid any stress at the workplace. The training also involves the effective use of electronic communications mediums like, voice mail, fax and e-mail. This is important as these strategies are used on the job on a day to day basis. The training also teaches the right ways to open up the communications among all the team members, to avoid any stress from occurring in the team setting.

The team training also includes motivating the people to deal with certain team members that have a poor attitude towards important things. It also includes the techniques to inspire the team members to stretch and succeed in the team setting. The training also teaches the team leaders, the art of delegating appropriately. It also teaches them the ways to hold the team members accountable without making them angry. It also teaches the leaders some ways to save some time that is usually spent on any unnecessary business. Feedback: Guest Satisfaction Survey Forms (Online Forms)