10 Training Tips To Deliver the Results You Want

This article originally appeared in BoardRoom Magazine in 2015 as "What is The Point...of Training?"

What is the point of training?

Does everyone on your team really understand the point of training and how best to make your training effective?

We train for a variety of reasons, but they are all centered on producing change and to keep our service culture strong. We train to affect change in skills (how to do something), knowledge (critical thinking or decision making) or attitudes (ethics or behavior) of our staff.

Each aspect of training is different based on the expected result or the end objective. One of the benefits of training is the team cohesiveness it brings, clarity of mission, and sense of purpose to the staff. Training provides a dedicated focus to the employee(s), which in turn makes them feel appreciated by the club’s leadership and a sense of being part of the bigger picture. Without this recognition, the ‘cream of the crop’ do not stay long and those who need training the most begin to act out to achieve some attention.

While you are seeking training tips and tricks, here are my top 10 best practices for training to impact your overall service culture.

1. Hire right. It is easier to train someone whose values and ethics match those of the club. You can teach a nice, naturally hospitable person to be a good food server but you cannot teach a good server to be hospitable and nice to the team and members if it does not come naturally to them.

2. Have a solid onboarding program. Employees are never more excited, malleable, and trainable than on the very first day of employment. Make it count!

3. Select and train good trainers. Good trainers must have the respect of their team, be compassionate, knowledgeable, patient, and passionate. Not every good employee will be a good trainer. Once you select your trainer, teach him or her how to be a good trainer using their natural skills and abilities. (Check out our management training program, "The Perfect Fit: Training the Trainer" for more on that.)

4. Use blended learning. People retain information differently, whether it is reading information (service manuals), writing down what they are taught (taking notes), watching how a task is completed (on the job learning), or discussing a work process while they perform the duties (interactive training). Did you know? People will retain 90% of what they actively do while they are discussing what they are doing.

1. Provide consistent tools and resources to do the job correctly and efficiently. If the employees have to search for equipment to complete routine tasks, this will lead to frustration, which ultimately affects morale and service to the membership and guests.

2. Be a good coach/manager. Use the techniques of great sports coaches – build on strengths, review actions and correct immediately through daily coaching, encourage people to do their best, and recognize them for a good job. Recognize teachable moments and use them.

3. Follow up and follow through. If the staff brings something to your attention about a member situation, teammate, or resource needed, please listen; ask questions for understanding, and take appropriate and swift action. As a manager, sometimes the employees need you to clear away barriers for them or help them do their job better.

4. Be realistic about your training goals. Do you have the time to dedicate to your training goals? Do you have the resources to conduct training in the manner you desire? Do you have the foundation in place to have a successful training program?

5. Use a training plan. Once you determine your objective, use a training plan to get organized and keep you focused.

6. Model the behavior you want. If you want to create a team of leaders, you must model the behavior you want from them.

Within each of these 10 steps there are likely 100 more, but this list will be a good start to get your training off the ground and delivering the results you want!

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Training is such a vital part of any high-functioning team, but it can also be time consuming to really do it right. Let us help you! Check out all of our management training programs here, or get details on a few of our most popular programs below.

• "The Perfect Fit: High Performance Hiring" training program will teach mid-level managers and supervisors how to hire for the right qualities and values for your club.

• "The Perfect Fit: Training The Trainer" will teach your managers core training methods to make sure that your clearly defined service culture stays fresh on each employee's mind

• "The Coach Approach: S.P.O.R.T.S. Minded Service" will guide supervisors to think like a coach so that they can building winning teams for your club's operations.

Whitney Reid, president of the RCS Hospitality Group, is a celebrated management consultant, educator, and speaker. RCS, the creators of Food and Beverage Service Boot Camp™, specializes in operations consulting, strategic planning, food and beverage management, and training programs for private clubs, fine dining restaurants, and luxury resorts and hotels. For more information, phone (623) 322-0773; or visit the RCS website at www.consultingRCS.com.

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