For The Love of Hospitality ~ Train the Trainer

My career in hospitality was not planned however being of service is in my blood. I get overjoyed when I helped people. I tend to tear up when I get excited about assisting guests to have a great experience at the hotels I’ve worked for. My first job was working for McDonald’s and there was a rigid training program that groomed me into one of the Golden Arches employees. It was one of the best training programs I’ve been through. I expected a similar program with a luxury hotel chain and there is a great training program, I just skipped the “official” first day.

When I started my bussing job over 20 years ago I was asked to help out before my first day of working at the hotel. This became the theme of my hospitality life. I portrayed I could do anything, and I could and I can. I was good with people, I took direction well because I was scared shitless to let anyone down that helped me get the job. There was also the sense of pride and loyalty of having a job in a luxury hotel was motivation. I was chosen to be part of a team who served the rich and famous, that was pretty freaking cool. Little did I know I’d be sitting here with two decades of hotel experience, a handful of heartaches and a can-do attitude that make for a great story.

When I first started in the food & beverage world, I was trained how to be a busser, then a server, then a host. I liked the progression of my career. I actually wanted to gobble up as much information I could. I wanted to grow into a supervisory role when and if an opportunity became available. I was ready to take on the world at the age of 22! Life had another plan for me before I moved forward. Lessons to learn, to accept, to learn, to accept, and repeat. If you haven’t learned the lesson presented the first time around it will keep showing up until you get it. The universe has a way to groom us in our own life lessons. Like how to train someone.

I had to take a standardized training course through the hotel chain that many organizations use to train trainers. its called Train the Trainer. When I’m talking with other hospitality colleagues I hear a similar conversation and have heard someone say, ‘when I was in train the trainer…’ so I know the course has accomplished its standards and many service colleagues share the same techniques when training new employees. What is Train the Trainer? It comes down to three simple steps.

  1. I train you on how to do a particular task.
  2. You repeat what I have shown you.
  3. You train me now on the same task.

That’s what I remember and it has been successful in my training practices over the years. The task I chose to train someone in my class was how to fold a napkin in the bird of paradise fold. It was a great learning experience and I was able to execute my training skills when training new bussers on how to fold the different napkin patterns. I now use the same techniques when training new front desk agents. There is a lot of information to learn on the front desk and it’s comforting to know that my soft skills as a manager help new colleagues feel comfortable and confident with the task at hand.

Have you taken Train the Trainer or use similar training tools where you work? How do you train for success? I hope to hear from you. Sharing helps us grow.

Until Next Time, Keep on Typing…

I have been blessed with being in the hotel world. I’ve gained life experiences and skills that have helped me in many situations. I am as passionate about hospitality as I am with writing. I want to share a great experience and what better way is by writing about the hotel life.

My debut memoir, BEHIND THE KITCHEN DOORS ~ The Summers, is about my experiences working for a luxury hotel in the heart of the Canadian Rockies. It was a great way to spend the summers and even better life experiences. I’ll never forget when our staff housing was evacuated because of a black bear.

Ebook and Print book available on AMAZON. US | CA | AU

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