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Toaz - Info The Marriott Training Methods PR
Toaz - Info The Marriott Training Methods PR
Toaz - Info The Marriott Training Methods PR
Training Design:
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:
- 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.
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.
- 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 induction-
training 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 don’t 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:
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
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.
* Exit Interviews
* Operations Reviews
* Incident Reports
* 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:
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:
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.
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
Career Development
Leadership Development
Supervisor Development
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.
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.