Institute of Hotel Management & Catering Technology, Kovalam

BSc. H&HA – V Semester Accommodation Management (BHM 314)

MODULE MATERIALS –TRAINING IN THE HOUSEKEEPING

DEPARTMENT

Introduction:

The importance of employee training and development in hospitality can’t be overstated,

because every job ultimately aims for guest satisfaction. Workers in every facet of
hospitality, from dishwashers to managers, affect the guest experience. Without proper
training, employee-guest encounters can go off track, affecting your bottom line. Training
can be expensive, but the benefits can outweigh the costs involved.

Chapter Outline:

1. Training, and its benefits

2. Levels of Training
 Entry, Supervisory, Management
 Technical Skills, People Skills, Conceptual Skills
3. Types of Training – Initial, Refresher, Remedial
4. Methods of Training – On-the-Job, Off-the-Job
5. Training Cycle - 1. Assess 2. Plan & Prepare 3. Implement 4. Evaluate
6. Steps in Skill based Training
7. Planning a Training Module and Training Program

Objectives:
At the end of this topic, the student must be able to:
a. List the benefits of training.
b. Discuss the different training levels and the skills involved.
c. Discuss the different types of training.
d. Discuss the different methods of training and their relevance.
e. Chalk out the training cycle and explain the significance of each stage.
f. List the stages in Skill based training.
g. Design training module for Room Attendant/ Housemen:
Skill based – Basic Cleaning Techniques for floor, furniture, window, wash rooms,
Bed Making
Induction – Job Overview, Appearance Standards, Guest Relations, Security
h. Design a training program for a newly recruited room attendant ( 6-12 days)

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Notes:

1. Training and its Benefits

Training focusses on the development of human ability and behavior in order to achieve
goals. Training develops ASK:
 Attitude
 Skills
 Knowledge

Training involves time, money and effort. Very often trained personnel may leave the job and
join another organization. The benefits of training are not tangible or measurable. Hence
organizations may be reluctant in spending these valuable resources on training. However,
lack of training or no training will have damaging impacts on guests, staff and the business.
The benefits of training are:
 New employee learns.
 Existing employees learn new skills and knowledge and improves work performance.
 Cross Training improves flexibility. Example: A floor supervisor trained in Linen
Room can take over as Linen Room Supervisor, when in need.
 Less accidents.
 Less maintenance of machines.
 Improves health and safety.
 Improves job satisfaction and motivation.
 Improves overall productivity.
 Lesser labour turnover.
 More management time.
 Improves standards and quality of work.
 Better business.

2. Levels of Training

Skills needed at the three different levels -Entry Level, Supervisory Level, Managerial Lev
three levels vary.

 Technical Skills: At the Entry Level, technical skills are mostly physical in nature..
Examples: Making a bed, Operating a vacuum cleaner, Cleaning a surface. At the
Supervisory and Managerial levels, technical skills involve Inspecting, Computing
etc. With training, followed by practice one can become proficient at it.
 People Skills: Dealing with people, guests, staff, sub-ordinates, supervisors. These
skills can be developed mostly through experience. Training helps in introspection,
identifying one’s strengths and weaknesses; and identify improvements. People skills
are required at all levels
 Conceptual Skills: Involves working with ideas, thinking creatively to solve problems,
formulate processes etc . Conceptual Skills are mostly required at Managerial Levels.
However, forward thinking organizations give space to employees to think creatively and
come out with solutions.

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Level Skills
Entry Level Staff  Technical Skill most required. Ex: Making a bed, operating a
vacuum cleaner.
 People Skills: Required while dealing with co-workers,
supervisors and guests.
 Conceptual Skill: Minimal. Ex: Prioritizing rooms for cleaning.
Supervisory Level All three skills are of equal importance.
 Technical Skills Ex: Inspecting Rooms, Training Room
attendants, Computing inventory
 People Skills: Required to a large extend while dealing with
sub-ordinates. A supervisor must strive to be a good team
leader.
Co-ordinate well with colleagues and other departments. A
good team player.
Assist those whom he/she reports to. (Boss)
Handle guest complaints.
 Conceptual Skills: Allot duties, work out duty rosters, assist
manager in planning and forecasting.
Managerial Level  Technical Skills related to working out manpower
requirement, budgeting, recruiting, selecting staff.
 People Skills are required to select the right candidate, keep
employees motivated.
 Conceptual Skills are required to think out of the box, be
creative in achieving the organization’s goals .

3. Types of Training

a. Initial Training: is done for new employees or for a new job position.
b. Refresher Training: is done for old employees, especially for tasks that are not routine
in nature. Example: Fire drills, handling emergencies.
c. Remedial Training: is done when a change is required to rectify obsolete procedures,
to meet with growing guest expectations. Example: Technological upgrade, Change
in procedures for making a bed with blanket, nightspread, bedcover versus with a
duvet.

4. Methods of Training

a. On-the-Job Training : Training happens at the work place. A buddy or a trainer

oversees or trains the individual. This type of training is best suggested as a follow up
to Off-the-Job Training; especially as practice sessions.
b. Off-the-Job Training: There are different ways in imparting training, depending on
whether the training is focused on knowledge, skills, behavior or a combination.
 Demonstration, Simulations– Ideal for developing skills.
 Lecture, Presentations, Seminar – Ideal for knowledge based learning. However, it
can get challenging to retain the attention of the participants after sometime. This

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method can be made more interesting by introducing audio – visuals, interaction

with the participants etc.
 Discussion, Conference – Ideal for improved learning by listening and
contributing based on the collective knowledge and experiences of the
participants.
 Audio-visuals
 Case Studies – present real- life like situations. Participants are expected to
understand the situation and come up with strategies to combat the problems. As
in real life, there will be no one single solution.
 Role Plays- expect participants to enact a particular situation. For example:
Dealing with a guest complaint. This is an ideal way for training in speaking,
listening, facial expressions, gestures, body language etc.
It is more challenging to impart attitude based training as it involves changing the mindset of
the trainee. Every job or position, requires a particular approach, an attitude to get the desired
results. One must include attitude based training whilst imparting knowledge and skill.

5. Training Cycle

Stage 4
Evaluate & Stage 1
Review Assess Training
Training Needs
(Feedback)

Stage 3
Stage 2
Implement
Training Plan and
Prepare

Stage 1: Training needs can be assessed by various means. Observation, Guest feedback,
Problems encountered. Example: A Room Attendant who is expected to complete 15 rooms
in a shift manages to do only 12. Further investigation, may bring out the fact that the Room
Attendant is losing time due to inefficient use of energy and time.

Stage 2: Once the training need is assessed, one must plan and prepare for the training.
Following questions need to be asked before preparing a training schedule.
 What is the objective of the training?
 Who needs to be trained?

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 What is the level of the trainees?

 Who will conduct the training?
 When should training be conducted?
 How long will the training session be?
 Where will the training be conducted?
 What will be the method of training? On-the-job, Off-the job?
 How will the training be conducted?

Sample Training Format

TRAINING SCHEDULE

Period of Training:

Date Time Topic Trainer Training Venue

Method

Signature of the Training Co-ordinator:

Stage 3: Implementing the Training

While implementing the Training, be prepared for some deviations and adjustments in the
plan.

Typically, a training session has three parts: Introduction, Delivery of the Content,
Conclusion.

During Introduction, the trainer must not forget to greet the participants and break the ice
with some small talk. The Topic, Objective and Range must be clearly stated. At the end of
the session, what should the participant achieve is a result- oriented Objective. Range refers
to the key points that could be covered in the session. This prepares the trainees. The trainer
must stoke the Interest of the trainee. How useful (Need) will this session be to the trainee
must be highlighted. The Abbreviation INTRO (Interest, Need, Topic, Range, Objective)
covers the Introduction part.

Content is the main body of the session. The information must be delivered logically and with
clarity. The trainer must take into account that the
trainees use all five senses to absorb information. In A proverb by Confucius :

BHM 314 I hear – I forget

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I see – I remember
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I do – I understand
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general, a person retains 75% of what he Sees, 13% of what he Hears, 6% of what he
Touches, 3% of what he Smells, 3% of what he Tastes. However, there can be variations
depending on the trainee and topic.
It must also be understood that doing a task by the trainee helps tremendously in retention of
information.

Conclude the session by

 Recapitulating the key points
 Inviting further clarifications and discussions
 Assessment of the trainees and the training session.

Stage 4:
Once the training is completed, evaluation must take place. Evaluation must
 Measure the levels of trainees’ learning in comparison to the Objectives set.
 Appraise the training session and its effectiveness. This can be achieved by getting
feedback from the trainee. The trainees improvements at the workplace can also be
monitored.
Once evaluations are done, review the training session and make changes for continuous
improvement.

6. Steps in Skill based Training

a. Demonstrate the skill at normal speed. This gives a general overview of the task to the
trainee. If the task is complicated, break it into smaller chunks.
b. Demonstrate again at a slower pace. As you go along, the trainer must raise
Reasoning based questions. This will encourage participants to think, explain and
understand.
c. Demonstrate a third time, with the trainee mirroring what the trainer does. Be patient
with mistakes and appreciate when needed.
d. Let the trainee practice. Trainer’s encouragement helps boost the trainee’s co
nfidence. This will speed up learning.
e. Follow up to see how the trainee is doing, once the trainee is confident and working
on his own.

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7. Planning a Training Module and a Training Program

(Refer Training Cycle)
A Training Program comprises of several Training Modules. These Training Programs can be
scheduled from 1 day to atleast 2 weeks. Training Programs have clear Objectives laid out
that must meet with the demands of the work place. At the end of the session, the success of
the program is evaluated against the objectives by evaluating the trainees; the trainers and the
training session. Feedback from the work place will also help in evaluating the success of the
training session.

Sample Outline of a Training Module:

Topic: Inspection
Time: 15 minutes (talk), 30 minutes(Activity), 10 minutes (Evaluation)
Introduction: (Highlight the Importance): Hotels incur a lot of expenditure in putting up a
glamorous and luxurious setting. In such settings, nothing comes across tackier or sleazier
than a Swarozki Chandelier with a few fused bulbs or a frayed Persian Rug. One can only
imagine the damage this can do to business. One of the most important jobs of a
Housekeeping Supervisor is to keep an eagle’s eye on poor cleanliness and maintenance. Not
only should the Supervisor have keen observation skills; it is also important to co-ordinate
with Maintenance, follow-up and get the job done. This requires enduring persistence and
commitment.
Objective: At the end of the session, the trainee must be able to observe and note down:
 Cleaning and upkeep,
 Maintenance needs as regards to electrical, carpentry, masonry, painting, plumbing
and other miscellaneous works.
 Need for top up of amenities
Key Points:
1. List examples under different works. Electrical, carpentry, masonry, painting,
plumbing and other miscellaneous works.
2. Use all senses. Is there an odd smell in the room? Is the door creaking?
3. An overall sweeping look can pick up many points that may be missed out whilst
inspecting in detail.
4. Start from one end and work around in one direction, so that all areas are covered in
detail.
5. Note down under different heads.
6. Keep language simple and to the point.
Trainer Tools: Whiteboard, Class Room
Training Method: Talk, Demonstrate, Interact
Activity: Allot an area for Inspection.
Evaluation: The trainee must be able to observe and note down correctly, cleaning and
upkeep requirements, maintenance needs as regards to electrical, carpentry, masonry,
painting, plumbing and other miscellaneous works, top up of amenities.

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Activity:
Design training modules for Room Attendant/ Housemen:
 Induction – Job Overview, Appearance Standards, Guest Relations, Security (1 or 2
days)
 Skill based – Basic Cleaning Techniques for floor, furniture, window, wash rooms,
Bed Making.

Assignment:
Caselet:
Congratulations! You have been assigned as the Training Co-ordinator of the Housekeeping
Department! Since the new block is scheduled to open next month, five Room Attendants
have been newly hired. The Executive Housekeeper has asked you to prepare a Training
Schedule for the new recruits. The EHK expects them to be trained at handling their job
positions in a month’s time. On talking with the new young recruits, you understand that they
have no working experience, However, a couple of them have passed the XII grade. You also
observe that they need a session on acceptable grooming standards and work etiquette.
Though they are well versed with the local language and can understand English, they have
difficulty in spoken English. You are happy to note that though they seem excited and a little
overwhelmed by the luxurious settings, they seem to be eager and enthusiastic to learn.
The existing Room Attendants, clean guestrooms of their section (15 nos.) in the Morning
Shift, do periodical cleaning as per schedule, set their trollies and floor pantries, take
occupancy, make reports. They are also aware of handling guest requests and complaints.
Procedures are also followed especially regarding safety and security. All of them have learnt
to converse in simple English with guests along the way.
Though you have 4 weeks in hand, you decide to train them in 2 weeks’ time, so that they get
2 weeks’ time to practice and improve their speed. At the end of the training session, they
must be able to handle atleast half a section. With sufficient practice, in four weeks’ time they
should be ready to handle one section on their own.

1. List the knowledge, skills and attitude that is expected of a Room Attendant.
2. List the topics you will undertake in training. Suggest suitable training method for
each topic.
3. Chalk out the Objective for the two weeks’ training session.
4. Prepare a Training Schedule.

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