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.

     
  • What to Do about Training

    by Ed Rehkopf

    In a number of articles I’ve enumerated the challenges that standalone opeations have in designing and implementing the robust and consistent training programs necessary to enhance organizational effectiveness and service. While most operations focus their …

    Preview | Members may read full article, please login

  •  
  • Reminding and Reinforcing - The Key to Thorough Training

    by Ed Rehkopf

    One of the key principles of teaching is that different people learn best in different ways – some by seeing, some by hearing, and still others by doing. Another key point in learning (and marketing) …

    Preview | Members may read full article, please login

  •  
  • Service Recovery - The Seven Step Process

    by Ed Rehkopf

    Despite our best efforts to efficiently organize our operation and train employees, situations will inevitably arise when customers/guests/members are dissatisfied or unhappy with service and/or products offered. Whether we feel the problem is legitimate or …

    Preview | Members may read full article, please login

  •  
  • Are Your Service Apologies at Risk?

    by Ed Rehkopf

    In Service Recovery – The Seven Step Process we outlined a method by which employees can make a gracious and effective recovery from any service failure. Step 3 of this process is the apology. As …

    Preview | Members may read full article, please login

  •  
  • 10 Phrases Your Service Team Should Know

    by Erik Harvey

    Every once in a while you come across something that is just so compelling you just have to repeat it. The following ten phrases come from Erik Harvey’s piece, A Crash Course on Customer Service …

    Preview | Members may read full article, please login

  •  
  • Prohibited Interview Questions

    by Ed Rehkopf

    If you are considering hiring some new employee, be sure you know what you can and cannot ask during a job interview. You don’t want a hiring discrimination lawsuit bringing your business to a screeching …

    Preview | Members may read full article, please login

  •  
  • Responsible Alcohol Service

    by Ed Rehkopf

    The serving of alcohol is a privilege that is granted by state and local authorities. Along with this privilege comes the duty to operate our business in a responsible manner. Abuse or neglect of this …

    Preview | Members may read full article, please login

  •  
  • Personal Productivity

    by Ed Rehkopf

    Hospitality management is a demanding and time-consuming profession. Managers and supervisors at all levels too often find themselves reacting to events and constantly responding to the crisis of the moment. …

    Preview | Members may read full article, please login

  •  
  • Time Management Disciplines

    by Ed Rehkopf

    In the often hectic environment of hospitality management, managers must use their limited time efficiently to be effective. Understand that time management is not about managing time. It’s about identifying time-wasting personal habits and changing …

    Preview | Members may read full article, please login

  •  
  • The Imperative of Manager Training

    by Ed Rehkopf

    In many operations the assumption is that if you hire good people as rooms manager, executive housekeepers, food and beverage managers, controllers, activity directors, golf professionals, golf course superintendents, membership directors, etc., they don't need …

    Preview | Members may read full article, please login

  •  
  • Professional Development for Your Hospitality Management Team

    by Ed Rehkopf

    General managers wear many hats and have wide-ranging responsibilities. Given the many duties of the position it’s easy for some of the less pressing aspects of the job to be neglected. Yet there is one …

    Preview | Members may read full article, please login

  •  
  • Discharging without Repercussions

    by Ed Rehkopf

    There are only two reasons to discharge an employee – misconduct or unsatisfactory work performance.…

    Preview | Members may read full article, please login

  •  
  • Leadership Development – The Foundation of Personal and Professional Success

    by Ed Rehkopf

    No matter your role in the organization, no matter your area of professional expertise, if you direct employees, your primary role is that of a leader, not a manager or supervisor. So what is the difference …

    Preview | Members may read full article, please login

  •  
  • Getting the Training Wheels Turning

    by Don Vance, CCM, CPC

    As front-line managers, it’s up to us to create and maintain the relationships that stimulate employee engagement, while reducing physical and psychological turnover. The worst employee is the one who quits mentally, but stays in …

    Preview | Members may read full article, please login

  •  
  • Training Requirements in Hospitality Operations

    by Ed Rehkopf

    All 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 involves many …

    Preview | Members may read full article, please login