A professionally designed Induction and Orientation program

A well crafted Induction and Orientation programme is more a bare necessity than a best practice and the prelude to a healthy beginning of a long relationship.

The words ‘Induction’ and ‘Orientation’, though used synonymously, has somewhat different meanings. Induction is the process of introducing a new - comer to the organization and work environment, while Orientation refers to preparing an employee for his new job, department and culture. Consequently, Induction and Orientation go hand – in - hand.

Even though Induction and Orientation has a multitude of benefits - both to the employer and employee, some hotels do not assign due importance to it, resulting in poor attendance, inconsistency in program scheduling, content covered, and several other issues.

A new recruit will be worried, anxious and nervous when he or she walks into a new job. This can be greater with a school-leaver taking on his/her first job. The new environment will have many things he/she is seeing for the first time in his/her life including many new business-related words (jargon) h the new employee may not understand.

So, here are some of the benefits in investing on a proper Induction and Orientation Programme:-

1. The new comers will be made aware of the Vision and Mission of the Hotel and the short / long term goals of his/her department
2. He or she will get to know the contribution he/she will make towards achieving the above.
3. New employees will receive a comprehensive briefing of the Product i.e. history of the Hotel, Is it part of a chain of hotels, how many guest rooms there are, details of available F&B outlets, recreational facilities, operating timings and so on. This will enable him/her to handle frequently asked questions (FAQs) from by guests confidently, thereby maintaining high levels of professionalism and service.
4. The new employee will be introduced to the team: - from the General Manager to all Heads of Departments’. Some hotels make it mandatory for the Management team to have lunch with the newcomers on the first day. This gives them the much needed morale boost, motivation and confidence, that the superiors are there to support them whenever needed and also gives them the opportunity to connect the names, faces and  titles of the Management team. This will also prevent awkward moments where the staff does not know the General Manager and/or the Heads of Departments. Once, in a certain hotel, a newly recruited houseman asked a Head of Department, “Aiye, welawa keeyada?” not knowing to whom he was talking to. On another occasion, a team member asked for cigarettes from the expatriate General Manager, assuming that person to be a guest. The team member was unaware that that foreign person was the hotel’s General Manager, nor did he realize that it was wrong to ask for cigarettes from a guest - as he had not properly briefed.
5. A new employee will get know the Hotel Rules, ‘Dos & Don’ts’ – all of which are vital to maintain discipline and to follow hotel policies properly..
6. Awareness of Customer Service – to realize that customers should be provided with the highest levels of service at all times.
7. What to do in cases of emergency – crucial for any hotel at times of crises.
8. The feeling that “I am a part of this wonderful team” and “this is how I fit in as a vital cog in the massive operation”.
9. How can I grow with the company? If I perform my duties with commitment and do my best, this is the pathway for me to move on.
10. After the orientation, if the new comer feels that he has joined the right hotel, with superiors who are supportive and encouraging it will create a sense of belonging, and develop loyalty.
11. All of the above will contribute immensely in keeping high performing employees motivated and increase retention levels of your hotel.

Ruwan Punchihewa.

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