Articles

Training / Career Development Articles

The following articles are provided to enhance understanding of best practices, innovative ideas, and emerging trends in hospitality training. Members may click on a link to access the article.

     
  • Training Requirements, Principles, and Strategies

    by Ed Rehkopf

    All of us who work in the service business understand that operations are both people-intensive and detail-intensive. It takes a lot of employees to provide the requisite levels of service and every aspect of service …

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  • Training on the Go: A Direct Line to Food Service Profits?

    by Chris Conner, General Manager, Peninsula Yacht Club

    Several years ago, the Peninsula Yacht Club was selected to be the club to implement the Hospitality Resources International Training on the Go (TOG) Program. Once the TOG program was instituted and the bugs were …

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  • Does Service Training Founder on the Shoals of Management Indifference?

    by Ed Rehkopf

    I recently read an internet-posted news article entitled, “Disney Offers Customer Service Training.” The article talked about Miami International Airport employees taking customer service training from the Disney Institute, a division of Walt Disney Company …

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  • Jumpstart Your Service by a Great Pre-Shift Meeting!

    by Loraine Vienne

    The pre-shift meeting provides an opportunity to educate your staff about a particular new menu item or a new wine being offered along with reminding them about the fine points of service, etiquette, and the …

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  • Training: The Achilles Heel of Hospitality Operations

    by Ed Rehkopf

    Recognizing that we work in a detail-intensive business, most hospitality managers understand that comprehensive and systematic training for both subordinate managers and line employees is an imperative. Yet, the sad fact is that training is …

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  • Management Training is an Essential Part of a Quality Operation

    by Ed Rehkopf

    Manager and supervisory training is even more important than training line employees, since a poorly trained manager or supervisor can do far greater harm to your operation by failing in any of the areas mentioned …

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  • Training Strategies: Planning and Preparation

    by Ed Rehkopf

    Without formal and consistent training, a great number of hospitality operations suffer from high employee turnover, complaints about poor service, lack of organization, and generally inefficient operations — all of which have a negative impact …

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  • Training Strategies: Tools and Implementation

    by Ed Rehkopf

    By following the strategies discussed in Training Strategies: Planning and Implementation, hospitality operations will have developed the following training tools for onboarding new employees – both management and staff: • Employee Handbook • Managers Handbook • Enterprise Orientation • Departmental Orientations …

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  • On the Go Training

    by Ed Rehkopf

    Hospitality operations face a challenging training burden if they are to deliver the high levels of service expected by their customers/guests/members. Yet with tight budgets how can managers meet their training obligations while controlling costs …

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  • The Need for Club Etiquette Training

    by Ed Rehkopf

    Thirty-five years in hospitality management have proven to me that etiquette is a basic training requirement for all employees. To expect that a wide assortment of employees with diverse backgrounds and socio-economic life experiences will …

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  • Learning Experiences

    by Don E. Vance, CCM, CPC

    One of my favorite coffee-mug witticisms says that “Everyone is entitled to be stupid from time to time—but some abuse the privilege more than others.” As club managers, we have all been exasperated by employees …

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  • Using Notable Quotables to Train and Remind

    by Ed Rehkopf

    There are many things to teach your staff – both managers and line employees . . . and there are many ways to do it. Given the high cost and difficulty of bringing in employees …

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  • Professional Development Reading List for Club Managers

    by Ed Rehkopf

    I was asked recently to provide a professional development reading list for club managers. Here is a list of those books that made a strong impact on my thinking about both leadership and business management. …

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  • Emergency Evacuation Simulations

    by Ed Rehkopf

    Given the difficulties of scheduling emergency evacuation drills and the resulting disruption to customers/guests/members, hospitality managers must use other means of training and testing employees on their responsibilities and actions during an emergency evacuation. Such …

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  • Teaching the Subtleties of Service

    by Ed Rehkopf

    High levels of service in a hospitality environment are so much more than knowing service techniques, smiling, and greeting customers/guests/members. To do service well requires people who are sensitive to the needs and desires of …

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