The Marriott

Training Design:

Steps of Training- In House Training

Induction Training

- A new employee required choosing one of given dates that suitable for them to

stay night at hotel, have dinner and breakfast at the hotel she or he tended to work

and it is a complimentary.

- After breakfast they are asked to go meeting room to have three-day induction

course with other new employees.

- Then it will continue with their supervisor and colleagues.

This type of approach gives a lot of experience and information about hotel and its

facilities. When new employee visits to hotel as a guest, he or she familiarizes with hotel

services, procedures and it facilities.

New starters have opportunity to assess following key point while they stay at the hotel:

- Efficiency and customer service of front desk.

- Cleanness of the hotel, and to learn more about room appliances such as using air

controller system, safe and TV.

- Learn more about restaurant and etc.

Next three days, they attend to induction course. At the beginning, they will receive

employee handbook (sign for it) and course book contains of general information. There

are two types of employees in the Induction course:

- Employee who has worked in the company before, they are who filled new vacant

positions and considered as a new employee.

- New employee who has not worked in the company before.

And, employees who worked before finish this course in one day while new employee

does it in three days.

The induction training consists of following tasks:

Firstly, they will be orally informed what they are going to do next three days.

Knowing each other within the course, all participants introduce themselves to

others and give a little background information.

Presentation about followings:

- Company history – who they were yesterday

- Company values and mission – what they need to achieve

What benefits they can get and what are company policies.

Basic hotel information such as prices for parking and Internet connection

facilities – improve their knowledge about hotel if any guest asks employee

could answer them.

Tours around the building – opportunity to know more about building structure

such as location of each department offices, public toilets, restaurants, fitness

center, rooms in different levels and staff area including canteen and staff

changing rooms.

It also covers trainings required by law such as basic fire training, health and

safety at work, bomb awareness.

Also trainings improves employee skills such as customer service, telephone

techniques, up-selling training, food safety training and brand standards of the

company such as answering the phones within three ring, enhance the

interaction with guest as you approach to them and more others.

All these tasks are carried out in following methods:

- Group discussion

- Video clips

- Presentation

- Guest simulated examples

- Through game learning methods

- And others

At the end of training, trainer evaluate the trainees by questionnaires, they divide trainees

into several groups and let them to compete to answer the question, and receive self-filled

certificates. Then, all trainees are asked to give their feedback about the whole induction-

training program.

At the final stage, new starters will be directed to their supervisor for further training.

The main aim of induction training is to provide new employee with all necessary skills

and information that can be helpful to him or her to perform within organization as other

colleagues do it. It could be information such as showing toilets, procedures of check-in

and out workplace to skills and also job related skills. Moreover, this training gives new

starter knowledge of organization such as company mission, value, structure of company

and company policies and benefits.

Oriented training gives following benefits to organization:

- Efficient adaptation of new employee to new job and creates good working

environment for co-workers and supervisors.

- Reduces cost of damages from new employee mistakenly action.

- Reduces employee turnover

The length of the training is different in each organization, it depends how much

information you want to deliver to the new employee.

Marriott recognizes that most employees don’t want to stay in an entry-level job such as

housekeeping. So Marriott trains employees to handle a wide variety of positions and

rotates them periodically to new jobs. This gives employees opportunities to find the area

in which they best like to work. They are encouraged to train for promotion. The goal is

to keep employees interested in their work and keep them interested in working for

Marriott.

Hourly training

Marriott provides 15 minutes to training each day to each hourly employee. The training

addresses the essential skill and knowledge areas, such as culinary, rooms operation,

purchasing, that are essential for employees to master in order to do their jobs.

Gateways

The Gateways program is for hourly non-management employees. It is designed to train

discipline-specific skills necessary to individual positions. Participating disciplines are:

finance, HR, IT, loss prevention, PR and sales.

Managers and Supervisory Training:

Core management training

Marriot managers participate in over 20 different management training programs.

Courses are taught by certified trainers, professional experts, and property based

management. Other courses are self-directed, including internet-based learning. Classes

generally have 20-25 participants and include extensive group interaction, hands-on

activities, pre and post-test evaluation, and action planning.

Essential Skills for Supervisors and Managers

Comprised of 15 modules, including Welcome to Marriott Management, Communicating

for Success, Hiring the Best, Training and Developing your Associates, Coaching for

Great Performance, Building Top Performing Teams, Conducting Performance

Appraisals, Managing Conflict, Juggling Time, Business Basics, Create Experiences,

Effective Daily Meetings, Goal Setting, Your Career and You, and Stress Management.  

InMotion! 

Utilizes hands-on experience for supervisors to learn about different departments of the

hotel and develop broader hotel expertise which help prepare them for management

responsibilities. 

Get On Board

This learning experience is designed to introduce new managers hired both externally and

internally to International Lodging. Through a variety of mediums, the manager "new to

Marriott International" experiences and learns Marriott's culture, policies and procedures

for International Lodging while building the necessary relationships.

IT

Training in Microsoft PowerPoint and Microsoft Excel is also being carried out.

Leadership Programs

Facilitator Lead Programs

The programs are categorized into three levels and correlate with Marriott International’s

Core Competencies (Leadership, Managing Execution, Building Relationships,

Generating Talent and Organizational Capacity, Learning and Applying Personal

Expertise, and Business/Functional results.)

Property Strategic Planning Implementation

This two-day program is conducted 30 days prior to a new Marriott International hotel

opening, and is designed for the hotel Leadership Team.

 

Courtyard by Marriott International University

This program is an international only Marriott training program offered to Courtyard by

Marriott brand General Managers and Assistant Managers. It is designed to focus on

understanding the brand's positioning, product and service standards, pricing strategies,

effective food and beverage, and creating hotel-specific action plans to achieve goals.

 

Training On-Property Programs

A workshop is created for hotel managers facilitating Marriott’s In the Beginning,

Passports to Success, or other on property training programs for hourly associates. 

 

Effective Training Skills

Both workshop and certification process which focuses on co-facilitation techniques,

stages of experiential learning, measurement, and better understanding of learning

styles.  

Virtual Leadership Training Program

Marriott recently rolled out a new leadership training program. The training program

aimed at aligning goals from the top of the organization and cascading them down to the

line associates. It provided a consistent set of effective leadership behaviors around areas

such as guest satisfaction and helping to boost the performance of managers throughout

hundreds of hotels. Participants needed to complete the training in order to become

certified. The virtual learning environment (VLE) system had some multilingual

capability, including the ability to “toggle” the names and titles between multiple

languages.

Without the program, Marriott reports that it would have incurred much more expense

and travel, both for participants and facilitators; it could not have accomplished the task

nearly as quickly and effectively without the virtual approach.

Aside from cost savings, however, Marriott also benefited from a greater ability to

engage managers in an experience that was “cool and cutting edge.” The VLE was able to

boost productivity. Managers could participate from the hotel from which they worked by

going to a ballroom and participating in a group with their colleagues. Conversations

gave participants the ability to network with people in the virtual environment whom they

would not have met otherwise.

Safety Training:

Hotel operators and employees must know about general hazards in the workplace and

safety regulations related to the proper handling of equipment including electrical,

mechanical, and chemical materials. Proper education, with a lesson plan that addresses

personal injury prevention and emergency preparedness, enables employees to reduce

accidents and make confident decisions in emergency situations.

Personal Injury Prevention- A comprehensive safety training program that addresses

accident prevention for housekeeping and kitchen employees should include the proper

use of food preparation equipment, chemical use, and safe lifting techniques to prevent

back injury. The Occupational Safety and Health Administration have a large selection of

hotel safety training DVDs available for the purpose of teaching first aid as well.

Fire Prevention- In Marriott’s, specific safety guidelines are particularly essential.

Proper exit plans and designation of safety areas in case of fire are drawn up so that

firefighters can reach those trapped in the building. Fire safety courses for the hospitality

industry teach that guests should be aware of where emergency exits are located and

where they should check-in with employees after an evacuation to facilitate a head count.

Training Need Analysis:

The Marriott need analysis is based on the following factors-

Step 1: Understand the Current Situation

* Make an internal assessment of the current situation. This involves gathering

information on how the company is currently operating and can be gathered from a

variety of methods:

* Guest Feedback (Guest Comment Cards / Customer Satisfaction Surveys)

* Mystery Shopper Results

* Complaint Log Books

* Exit Interviews

* Employee Opinion Surveys

* Employee Appraisal Reports

* Operations Reviews

* Incident Reports

* Observations at the Workplace

* Brand Standard Audits

* Skills Tests

* One-on-one discussions

* Focus Groups

Step 2: Determine the Desired Outcome

Next, identify what the desired outcome can be. This involves visualizing what the

desired future is and can be established by a review of:

* Company Vision and Mission

* Company Strategies and Objectives

* Business & Marketing Plan translated into Business Goals and Objectives

* Guest / Customer Needs

* Career Development Needs

* Any changes expected such as new services, policies, procedures

Step 3: Analyze the GAP

Once information is gathered on current and future situation, a GAP analysis is

undertaken. This is basically the difference between findings in Steps 1 and 2 and may be

defined as:

Desired Outcome Current Performance = Training Need.

It should be noted that not all performance issues can be resolved through training. This

is important to distinguish as the wrong solution could lead to the wrong outcome.

Training can help if there is a lack of sufficient knowledge, skills or attitude. While

knowledge and skills are easier to identify and rectify, attitude can be improved with time

through a process of learning, monitoring and consequences. In the final analysis, look

for correlations and consistencies.

Step 4: Present the PLAN

With budgets at the disposal for training, it is important that needs be prioritized.

Training that must meet legal requirements due to external regulations such as health,

hygiene and safety, goes right to the top of the list. This is not negotiable and can affect

licenses to operate. Next consider what is immediately needed to put things right, for

example, gaps in service and product standards delivery, changes in policies and

procedures, introduction of new services, etc. Then, list all regular training programs

offered as good employers do, such as orientation, soft skills training and other

supervisory development programs. Finally, include any employee development activities

that provide career development and growth progression in the company.

All training needs can then be documented into a Training Plan according to priorities.

The training plan should specify for each training need:

* What needs to be achieved (The Objective)

* Why it is important (Impact on the business if not done)

* who needs training (Identify specific individuals or groups)

* When it is needed (Timely training can lead to more effective results)

* Where it will take place (Conducted in house or externally)

* How it will be evaluated (Desired changes back at the workplace)

Marriott then allocates budgets according to priority and finally present plan in a format

that is easy for everyone involved to understand. Communicate and then work the plan.

This is a detailed and comprehensive process. Hence, an ever increasing number of

hospitality companies seem to delegate the task of their training needs analysis (TNA) as

well as their whole training to hospitality training specialist consultants, hence saving

themselves time, money and resources.

Training Managers Role in Marriott:

Evaluating Training Programs Effectiveness

Monitors enrollment and attendance at training classes.

Meets regularly with participants to assess progress and address concerns.

Partners with operational leaders to assess if employees demonstrate effective

technical and leadership skills.

Reviews comment cards, guest satisfaction results and other data to identify areas

of improvement.

Measures transfer of learning from training courses to the operation.

Ensures adult learning principles are incorporated into training programs.

Developing Training Program Plans and Budgets

Ensures all training and development activities (department specific and general

property training) are strategically linked to the organization's mission and vision.

Identifies performance gaps and works with managers to develop and implement

appropriate training to improve performance.

Makes any necessary adjustments to training methodology and/or re-trains as

appropriate.

Aligns current training and development programs to effectively impact key

business indicators.

Establishes guidelines so employees understand expectations and parameters.

Develops specific training to improve service performance.

Drives brand values and philosophy in all training and development activities.

Incorporates guest satisfaction as a component of departmental meetings with a

focus on continuous improvement.

Managing Training Budgets

Participates in the development of the Training budget as required.

Manages budget in alignment with Human Resources and property financial goals.

Manages department controllable expenses to achieve or exceed budgeted goals.

Utilizes P-card if appropriate to control and monitor departmental expenditures

HRD’s role in Learning/Training:

New Employee Orientation

HR professionals often organize new employee orientation to integrate fresh hires

into the organization. Effective "onboarding" enhances employees' later

productivity and talent retention.

Career Development

Career development is an approach to development that attempts to match the

personal goals of an employee with the organization's needs. Responsibility for

career development ideally is shared between the HR department and the

individual.

Leadership Development

Leadership training strengthens the ability of an individual to lead others. This

type of initiative is not reserved only for individuals in leadership positions.

Providing leadership skills training can enhance performance on teams throughout

an organization.

Management Development

Management development enhances the ability of those in management positions

to perform the tasks associated with planning, decision making, coordinating

resources, organizing and implementing organizational changes.

Supervisor Development

In an organizational hierarchy, supervision of employees is the first level of

management responsibility. Supervisors are often promoted from the ranks of

employees and need to transition from doing work to supervising the work of

others. The HR department has the responsibility of creating programs to help in

this transition.

Key areas of Organizational Training

Soft Skills and Staff Service

Importance of Team Training in Marriott’s:

Team training can help a lot in building an efficient team that can get a lot of work done

very easily. Team building training to all the staff, help in improving the collective

organizational performance. It also helps in increasing its bottom line.

Team training helps the participants to develop effective communication skills.

Communicating effectively can help to get the message across with diplomacy. This is

very important to avoid any stress at the workplace.

The training also involves the effective use of electronic communications mediums like,

voice mail, fax and e-mail. This is important as these strategies are used on the job on a

day to day basis. The training also teaches the right ways to open up the communications

among all the team members, to avoid any stress from occurring in the team setting.

The team training also includes motivating the people to deal with certain team members

that have a poor attitude towards important things. It also includes the techniques to

inspire the team members to stretch and succeed in the team setting.

The training also teaches the team leaders, the art of delegating appropriately. It also

teaches them the ways to hold the team members accountable without making them

angry. It also teaches the leaders some ways to save some time that is usually spent on

any unnecessary business.

Feedback: Guest Satisfaction Survey Forms (Online Forms)