Question-1

Based on what you read in this chapter, what do you suggest Lisa and herteam do first with
respect to training? Why?

Answer-1

Lisa should review employee performance evaluation forms to determinewhere are the deficits.
Customer feedback can also be helpful to determineneeds in specific types of training.

Question-2

Have Lisa and the CFO sufficiently investigated whether training is reallycalled for? Why? What
would you suggest?

Answer-2

No, although there are large differences in such measures as spending as a percentageof payroll,
that in itself does not mean training is lacking. On the job training costs littleand may be taking
place on an informal, and therefore unmeasured, basis. Additionally,such things as employee
tenure may be having an effect on training costs if Hotel Parisemployees have been there for
many years, they may require less training than theemployees of a hotel which has high turnover.
Lisa needs to analyze the need for training more thoroughly.

Question-3

Based on what you read in this chapter, and what you may access via the Web, develop a
detailed training program for one of these hotel positions: security guard, housekeeper, or
valet/doorperson.

Answer-3

Working as a housekeeper at a hotel is not as easy as it seems. One has so much to learn and to
get right from the start in order that guests entering their room in the evening do not feel that the
room has been used before, but instead feel that they are the first to enter the room and sleep on
their bedsheets.
Housekeeping is involved in using many different products and equipment and the work can be
physically demanding. Staff can be involved with customers who have not left their room for the
day, customers checking in early or late, guests on stay over who have come back to their room
early so they can have a lie down.

Or,

Training for a job as a valet parking attendant is a matter of practicing to be a careful and
intelligent driver. Most valet companies require the candidate to have experience as a valet in
order to get a job. Proper training includes practicing driving and parking a wide variety of cars
and trucks with both automatic and manual transmissions.

Practice people skills. Being a good valet who makes good tips is also a matter of how well the
candidate interacts with different people. Teach proper social etiquette such as opening the door
for a woman first, saying "thank you" and assuring the driver that his vehicle will be safe.