IMPORTANCE OF STAFF TRAINING TO HOSPITALITY BUSINESSES

In every business, independent of the activity, human resources are the most precious capital. With growing competition in the hospitality business and rapid change in the mix of offers to clients, personnel training have become even more essential. Every Manager or hotel owner should be able to attract qualified and capable personnel, in order to use their skills in achieving organizational objectives. In this market economy where uncertainty is rather widespread, obtaining knowledge and information is becoming a source for creating competing advantages. The hospitality sector is primarily a service industry and this is run majorly on human skills, relationship and expertise. The least challenging part of investing in the hotel business is putting up the structure, equipping and furnishing the facility. The challenge now comes in, in the running of the business. The hotel owner is dependent on the Manager or himself as the case may be. The Manager in turn depends on the retinue of staff in his employment. This field staffs as they can be referred to are the ones who deliver the service on which the business is dependent.  

 One of the most important aspects in contemporary hotel industry is getting to know the new methods and techniques in the industry and this can be done only through training. Staff training is an important part of Human Resource Management, in that it helps to improve employee performance, their skills and specialization in their work, which in turn impacts positively to the bottom line. Application of an efficient training process has an important impact in increasing employee performance which positively impacts and increases return on investment. The level of quality of service delivered is dependent on the quality of employees. Employee quality is linked to knowledge, skill, competence, experience, loyalty etc. which ultimately determines the standard of the hotel. The hotel industry is becoming more and more competitive in terms of quality service delivery which imparts success or lack of success of the hotel. With the advancements in technology where guests’ feedback is out there on the internet for all to see, the importance of exceptional service delivery by staff cannot be over emphasized. Therefore, training staff to offer quality service plays a very important role in helping the organization to achieve its goals while at the same time enabling the worker to do a good job.

  BENEFITS OF TRAINING TO HOSPITALITY BUSINESSES 

 A) TO STAFF 

• Training motivates and inspires the workers by making them understand the importance of the jobs they do.
• It increases their morale and pleasure in the workplace. The effect of job satisfaction on the job is definitely positive to the organization.
• It increases productivity.
• Training increases efficiency which in turn positively affects the bottom line.
• Training increases the capacity to implement policies and technologies.

 B) TO MANAGEMENT 

• Training helps management to assess employees’ performance and capabilities. 
• Helps management to maintain standards and systems. 
•  Helps management to identify workers for promotion or advancement. 

C) TO ORGANISATION 

• Training leads to improvement in Revenue. 
• Training reduces staff attrition. When staffs are being trained they get a sense of belonging and tend to stop looking around for other jobs. 
• There are fewer occurrences of accidents when staffs are trained. 
• Training helps the organization to develop. 

  BLUE PREMIER HOSPITALITY GROUP (BPHG) TRAINING RECOMMENDATION

Training is seen as a solution to identified problems such as low quality service due to lack of knowledge or/and skills or lack of job satisfaction. There may be other reasons why training should be undertaken. Before instituting or recommending any training program, the Blue Premier team would:

• Identify the need for training.
• Decide the kind of training that will be necessary to fulfill the identified need. 
• Use experienced professional trainers to implement the training plan. Our trainers are professional Hoteliers. 
• Prepare a follow-up plan, to monitor and assess the staff in other to ascertain effectiveness of the training.                                                                                                                         

 Training can be on the job, on/off site or online. Training are also recommended for different purposes.

• Training rookie workers - these training helps novice workers to gain general knowledge about the hotel industry and offers basic skills needed. It also helps in establishing relationships between employees and managing team.
• Certification of employees – workers get professional certificates after passing theory and practice tests. 
• On the job training – the rules and principles of work, standard of operations are taught. Manners, interpersonal relationship, personal hygiene etc.

  CONCLUSION

The Hospitality industry in Nigeria is expanding fast with the influx of International brands, privately owned boutiques hotels and guest houses. Unfortunately, the personnel to service these facilities are not there as formal institutes for training of hotel workers are few. Hotels end up employing workers who do not have the skills, knowledge or passion for the hospitality business and so are limited in the service they offer. Blue Premier Hospitality Group is positioned to make up for this deficiency and raising the standard of service delivery in the industry with customized trainings to meet individual hotel needs. 

We would be pleased to assess your facilities training needs and discuss/recommend training for your staff.

  Anna Ajose
Vice President/Director of Sales and Marketing
 Blue Premier Hospitality Group.

 About the Author

Anna Ajose brings to Blue Premier Hotel Group over 30 years of managerial experience in the Hospitality industry with the last 15 years in top level management at Eko Hotel and Suites (formerly Le Meridien Eko Hotel) as well as Radisson Blu Anchorage Hotel - Carlson Rezidor Group, both in Lagos, Nigeria. She has acquired exceptional business management and customer service skills in her roles in both operations and most especially in Sales and Marketing where she was the Director of Sales. She has attended several sales and marketing courses both in Meridien and Carlson Rezidor brands. A professional hotelier, Mrs. Ajose holds an HND in Hotel, Catering and Hospitality Management from Middlesex University in addition to a Diploma in Business Administration from the London Business School, University of London. She is a member of the Institute of Hospitality.