For any business, staff training is key. It not only improves staff performance, it creates consistency in staff practices, ensures that your staff meet the expectations of your business and creates a sense of trust and support between personnel. All of which affect the way your business operates and makes money. Unfortunately, many business owners overlook the importance of training, believing it’s too time consuming and expensive to train people properly. There are several inaccuracies to this belief. My clients are often surprised when I demonstrate how much money they are losing and how much time is wasted by not adequately training staff. Here are three steps to implement great staff training.
Use Documentation and Reference Material for Staff Training
This takes a lot of work to prepare, but is well worth the effort. To do this, you need to look at every aspect of your business from procedure, to policies, and even staff rights, and put it on paper. However, breaking up this information is key. It’s no use having all the information in one cumbersome location. Firstly, you should hand out induction booklets to all new staff. This gives staff all the ‘need to knows’ that they can take home, and refer to anytime. Secondly, all stations must have guide books, and ‘how to’ quick sheets. This means that at any point they are unsure of how to do something, they can refer to this both on shift, and off shift. Lastly, everything must be organised into an onsite manual, where all the information is kept, and updated. This means that in the event of anything going wrong, staff know how to resolve a situation self-sufficiently. But this also means that staff don’t have excuses as to why they don’t know something. Thus, holding them accountable for future performance.
This is not like year 9 drama class. Well it is… kind of. Staff find this uncomfortable and often act like bashful teenagers. This is because it takes them out of their comfort zone, which is a good thing. But this is not to be underestimated. Not only does it allow them a safe space to make errors, and learn by doing. It gives staff the opportunity for them to try out, and demonstrate how they will talk, and attend to both staff and customers. But it also gives you as an owner the ability to see how staff will act and give active feedback.
As the staff progress through their shifts post-training, check up on them. As them how they are doing and if they have any questions. It is important to ask if they have any questions, not matter how trivial. Making sure that all staff can find out information they don’t know, without fear of reprimand, allows you to build trust, and create confident, competent staff. Now the best part is that in the event of any questions that your staff have, you have resources to call upon to ensure they get it right. No matter what.
Don’t hesitate to contact us if you have any questions, we have a wealth of knowledge and experience with hospitality services.