UNIT 5-TRAINING & EVALUATING SUPERVISORS AND MANAGERS (8TH SEM)

The professional housekeeper’s goal is to use training, motivation and evaluation to help all staff members optimize their job performance.

The aim of training is to standardize the procedures that have been proven to work well without taking away the flexibility and motivation to find better procedures.

Evaluation is a management tool. EHK's must strive for professionalism in performance evaluations. Measuring according to objective standards is the best course. Evaluations should be private, fair and constructive.

Training

The investment in training has a direct payoff in productivity and reduced performance problems. Training should be an ongoing process. Each Job Category requires specific training. The basic job categories are:

Supervisory Employees:- Supervisors should already have hands- on technical knowledge of cleaning. Training focuses on managing staff, identifying and correcting performance problems constructively, communicating and coordinating with the front desk for rooms and other guest requirements, issuing and inventorying equipment and supplies and writing schedules for attendants. The team leader must learn enough managerial skills to motivate his or her team and maintain standards. Training should address time management if team leaders must split their time between cleaning and managing.

Managers:- Managers need to learn not only about departmental operations and the property’s technical requirements, but also its staff skills and management focus. Training may be done by the Executive Housekeeper, Room Division Manager, Resident Manager, or General Manager, depending on the size and management structure of the property

Training Methods and Types

There are a number of different methods that can be used, they include:-

1. A tell- show-do-review Technique
2. Audio Visual Aid

3. Filmed Videos Training Films

4. The “Fish-Bowl” Technique
5. Role Playing Benchmarking

Training may be of various types:-

·       Induction training

·       Refresher training

·       Remedial Training

·       Cross Training

·       On-the-job training

·       Simulation training

·       Off-the-job training

Training can be costly, but the investment has a payoff in terms of increased productivity

  

Steps of Training: Prepare-Present-Practice-Follow up

1.      Assess the need for training

2.      Identify specific areas for training and prioritize

3.      Determine the type of training needed in each area

4.      Plan training program and implement them

5.      Evaluate the training program

Evaluation

The department head can use SOP (standards of performance) as a yardstick to measure the quality and quantity of every individual’s performance. The method and date by which a task is to be performed, plus all pertinent data, is incorporated into a standard of performance. Modern technology has made it easier for EHKs to monitor staff performance through:-

·       Inspection reports

·       Assignment sheets

·       Awards and rewards

·       Disciplinary records

Disciplinary Problems

Disciplinary problems generally fall into two categories: Misconduct and Poor Performance. Misconduct generally involves disregard for the property’s rules and regulations. Poor performance refers to the failure to perform job functions.

Misconduct falls into several main categories:-

·       Dishonesty

·       Insubordination Intoxication and drug use

·       Discrimination or harassment

·       Possession or use of any weapon

·       Excessive unexcused absences or tardiness

·       Quarreling or fighting

· Conduct contributing to moral delinquency on the job Insolence

Check the following given video for better understanding of the topic.