The benefits of ' on going on - the- job training '

As a passionate trainer, I would like to share with you my reasons for strongly advocating ‘on the job training.’

I have personally experienced the numerous benefits of ‘on the job training’ in hotels, which ultimately increases staff moral and business performance across the organisation. There is no magic formula; however a successful ‘on the job training’ program needs to be well planned, structured, delivered, regularly reviewed and updated.

The following points are crucial to a successfully managed and delivered ‘on the job training program’:

From the staff point of view:

• It is essential that the ‘on the job training program ‘is part of a structured, ongoing program. This provides the staff with a sense of direction and continuity. It also demonstrates that the organisation is committed to developing the skills needed to perform their job competently, consequently empowering the employee.
• This in turn almost inevitably improves staff attitude and performance.
• The involvement of existing employees and supervisors in the design of the training programs for new and ongoing staff creates motivation and a sense of ownership as they play an active role in the process.

From the organisation point of view:

• ‘On the job training’ needs to be one of the organisation core values embedded in the culture. The organisation as a whole needs to believe in the concept and delivery of the ‘on the job training’ program and its benefits.
• As previously mentioned, training needs to be carefully and strategically mapped. Ideally the program should not just be ticking boxes due to compliance requirements.
• Well targeted, delivered on the job training brings a lot more than an improvement in skills, knowledge and attitude. It also improves retention as employees can see a future with the organisation.
• Last but not least ‘on the job training’ is both convenient and cost effective as it is integrated into the staffs working hours and rosters.

Regular reviews are recommended in order to ensure the training is current, relevant and aligned with both developing technologies and the organisation’s service standards.

To conclude is it paramount to remember that Hospitality is about service. Good service is predicated by the quality of the employees. The quality of the employees is directly linked with their attitude, knowledge and skills. Their attitude, knowledge and skills can be maximised by effective delivery of ongoing ‘on the job training’.

Catherine Dubois is an international hospitality trainer and consultant with over 20 years’ experience. Some of her career’s highlights include opening 5 star hotel complexes in Macau, opening boutique resorts in the Maldives and delivering in house training to hotels in Bahrain.

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