The hospitality industry has a transient nature which means that employees are often new and inexperienced, and don’t have good customer support techniques and skills that make an organization run smoothly. This program focuses in using input from experts to define the job of a hospitality coach, and the most important factors for coaching in the industry. It lists the main concepts that need to be conveyed to the staff, and how to determine if extra training is needed. Ways to encourage workers are discussed, along with different types of coaching and the supporting of employee development. A worksheet can be viewed or printed on the internet (19 minutes)
Segments in this video include:
Introduction to Coaching (03:55) – Workers coach other employees on how to develop their skills.
Getting Ready to Coach (03:53) – The learning needs of employees must be assessed as coaches prepare to coach them. A deliver style that is appropriate to the business and the employees must be selected.
On the Job Coaching (03:15) – Individual coaching needs must be established with on the job coaching, and the understanding is that everyone learns at a different pace.
Follow Up on Coaching (03:19) – Coaches need to follow up on their efforts and learn how their efforts have affected the progress of their trainees. Support should be provided for those who are having difficulties.
Benefits of Coaching (03:27) – Improving coaching practices can result in better profitability and productivity. Coaching can help improve the longevity of a business in the hospitality industry.