Match Training Technology to Generations and Cultures

Verret, Carol
October 2005
Hospitality Upgrade;Fall2005, p133
Trade Publication
The article presents guidelines that the companies would like to consider as they develop their training programs to ensure consistently excellent service levels. The companies expect front desk employees to be computer literate regardless of their ages or cultures. This presents a perfect environment for online training, not just in the hard skills that relate to the technology of the reservation and property management systems but also in the soft skills of guest service. Providing training in the housekeeping department is more effective in a more traditional mediums such as videos that can be viewed several times.


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