Induction and training

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Induction and training

Induction and training

Inductions for staff are a huge concern for many organisations because it provides them with information about their duties and responsibilities. However it is procedure an employee experiences when beginning a new job.

It also assures them how important and effective customer service is in the travel and tourism industry, however it also enables them to adapt into the organisation quicker as it will help them gain knowledge and be more familiar with the facilities at the organisation. Induction and training also discusses all the procedures which the staff need to know which about and what is compulsory in a work environment.

Thus induction procedures are carried out in many different ways; this varies from company to company. However there are certain items which need to be discussed by law for instance health and safety, first aid and which way the fire exits are. Some company also have the disciplinary procedures which is also a very compulsory factor for many organisations. Booklets and leaflets are also given out at inductions including all the reasonable precautions however this is also carried out verbally as well as just being written down. On the other hand many organisations like their staff to be fully familiar with the history of the organisation and other major information about the company and again this varies from company to company.  

                       

Training is another way to improve the skills and knowledge and make employees more familiar with their job roles and what they are responsible for; this will also help them gain a better understanding about the company and how to take care of its customers needs.

 It is vital for staff to provide good service so when training is being taken at a work place it is mainly because it benefits the organisation in many different ways, when someone is being trained to do a certain job they are being taught how to handle things, for instance customers and their needs. If an organisation has fully trained staff it benefits customer service in many ways for example satisfied customers, increased sale, repeat business, better public image and edge over the competition. We all know excellent customer service brings higher sales and raises profit which benefits the organisation and the external customers as well as the internal customers.

           

  However training new employees would also help them feel more motivated about their job, as well as help them be more familiar with the organisation itself. On the other hand when employees are being trained they are also being taught how to deal with external and internal customers in an appropriate way, for instance the other members of staff who may be working with you. However when employees adapt into the working environment they also need to adapt with the people that are there as well as the organisation which they work for to make it a nice environment to work in, so basically if employees get on well with other members of staff their will be happier staff and in result of that there will be better business and more happier and efficient workforce for the staff.

Thus, training may also help employees build up their self confidence in other words it may help them get to know  other members of staff ; starting a new job may be quite nerve racking. However some employees starting a new job may lack of self esteem because there not sure what the should and shouldn’t be doing, and they may also be scared that if they did something wrong they may be laughed at, however an a induction may change that because it will make them more relaxed and more motivated about their new work place. However it also helps staff to absorb the information and adjust the information faster on those areas they are being trained on, this is good news for the external customers because a happy workforce leads to team work and greater efficiency, and this then eventually leads to excellent customer service.

Training staff also makes a good working atmosphere for them as they will get on with the their colleagues more so this will make the workplace a friendly workplace, however also may  improve job satisfaction as this will help employees love their job and take pride in it, this leads to improved chances of promotion of the company.

               

Training would also look into how to communicate with customers as well as understand their needs, Good customer service is more than just selling products to customers, and it takes motivation and skill in how you deal with them. All employees in the travel and tourism industry need to know how to communicate with their customers appropriately, and how to use different skills in different situations whatever job you do because you don’t know when you might be expected to deal with a customer and because you cannot walk away from it. Training gives guidance and teaches different types of communication as well as builds up enthusiasm.

The Marriott Hotel        

At the Marriott Hotel customer service is extremely crucial like it is for any other companies in the travel and tourism industry; there are many principles of customer service at the Marriott which is why it is compulsory for hotel to train their staff up to a certain standard. Thus, although it may mean that it costs the hotel up to £2000 to go through recruitment for each employee they train it is still worth the money. At the Marriott they believe that training and induction are preparing staff to provide good customer service. However this is beneficial to the organisation because it improves job knowledge and builds confidence this would result to more motivated and happier working staff which means employment cost will be reduced.

Induction at the Marriott  

        

At the Marriot hotel there is a 3 day induction procedure which is an initial training procedure. Initial training which is provided by the organisation to new members of staff, as the hotel believes that recruiting new members of staff is quite a big investment for the Marriot. However this is a very long period for training process for the hospitality industry.

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Thus, the initial training takes place at the hotel itself and they use up their own facilities and conference rooms. The Marriot takes a high interest in providing high standards which is why they don’t mind whatever it costs to train their staff; as they strongly believe that the this training also benefits the organisation as well as the employees. The initial training covers a wide area of knowledge to cover by the employees which involves many factors form providing information, health and safety, company history, manual training, control of substances and so on.

The hotel believes telling the ...

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