Introduction
According to the U.S. Bureau of Labor Statistics, the Food and Hospitality sector has an annual turnover rate of 73.8%.
Employee retention is one of the most difficult challenges in the hospitality industry. Hotels frequently face this problem; they have been losing skilled employees due to a lack of opportunities and limited career paths made available for them. With this concerning statistic in mind, hospitality workers and management training are more important than ever. Proper training makes a big difference in everything. Furthermore, training and HR managers face a constant challenge: how to train employees on an ongoing basis when schedules change, are delayed, or interfere with working hours?
With this in mind, here are some reasons why a mobile learning solution may be beneficial to the hospitality industry.
Why mobile learning?
Most hospitality employees have a wide range of responsibilities and must train in all aspects of hospitality work, but traditional training can be time-consuming and expensive. In addition, training options for hospitality workers are limited.
The length of the training is determined by the trainees’ schedule and the trainer’s availability, which usually means time off from work. During this time, they will not be able to perform tasks until they have been trained, which reduces the overall efficiency of the business.
Today, workers have smartphones, tablets, or other mobile devices that they can use to access mobile training. Mobile learning makes employee training easier to complete, more interactive, and intuitive.
Since it is available during the worker’s free time, you don’t have to coordinate the schedules of staff and trainers to make it happen. For example, an employee can continue their training while on a break by simply pulling out their device. Additionally, they can complete the course material whenever and wherever they want.
Advantages of Mobile Learning in Hospitality
1. Accessible to All Employees
Employees can pick up and continue training on the go instead of visiting a designated location or sometimes off-site. The ubiquity of access via smartphones ensures that nearly every employee will be prepared to begin training at a moment’s notice, even if they are at home.
2. Better Customer Service
One of the most important aspects of any business is how it serves its customers. Your customers expect to be treated well, and you must meet that expectation or risk losing them to your competitors. With mobile learning solution, you can empower your employees with the information they need to create better customer service across the board. They’ll have access to all of the information they need, right on the device they carry with them every day.
3. Satisfied Employees
There’s no doubt that well-trained employees are a key part of any business. Happier, better engaged, more satisfied employees mean more productive workdays as well as less employee turnover and better customer service. Satisfied employees are also likely to go above and beyond during their workday.
4. Saves Training Costs and Time
Reduced training times mean that your employees are more available to carry out their tasks and focus more on providing the best possible experiences for your guests because all necessary information is available in a systematic, organized manner and it saves time. Another advantage of the Mobile Learning Solution is that it is designed for collaborative and interactive learning, allowing employees and management to share real-time challenges and provide timely solutions. As a result, communication channels are always open.
Implementing Mobile Learning in Hospitality Departments
Front Office
The front office department is vital to the success of any hotel. They are the face and heart of every hotel and are the first and last department guest interaction. These employees are responsible for creating first-hand impressions regarding the quality of service and facilities provided. Training is essential, particularly for all the staff, including entry-level positions.
With a mobile learning solution like Albert, you can send push notifications and provide training to front-office employees as:
- Tips for upselling guest rooms in the hotel front office
- Hotel staff etiquette and manner
- The daily task checklist for front office staff
- The stages of the guest check-in procedure
Housekeeping
Two of the most important housekeeping duties are to keep an attractive appearance and a sanitary environment. Hotel housekeepers are expected to carry out their responsibilities consistently from room to room and day by day.
With a mobile learning solution, you can regularly train your housekeeping staff on topics such as:
- Product usage
- Cleaning procedures
- Inspection checklists
- Safety procedures
Housekeeping training ensures that your employees understand when, where, and how to use various cleaning methods and equipment to keep your facility in pristine condition.
Food and Beverage
Your F&B staff is responsible for ensuring that your hotel’s guests have a memorable dining experience. To accomplish this, provide them with mobile training in areas such as:
- How to take orders
- Foodservice knowledge
- Menu training
- Cocktail training
- Mise En Place
- Beverage Product Knowledge
It will also help improve staff efficiency because they are prepared to answer guests’ questions and reduce the likelihood of complaints. With a mobile solution like Albert, your employees are more likely to understand the importance of providing high-quality service and to learn skills faster.
What kind of training can you deliver on mobile?
Here are some that you can readily deliver on mobile:
Code of Conduct
Your hospitality employees are the public face of your business. They interact with visitors daily, and their actions reflect on your company. They should always be well-dressed and presentable to make a good first impression.
It necessitates training for both new and current employees on what is expected of them in terms of dress code, personal appearance, and hygiene practices. A mobile solution in hospitality can help to speed up the entire process while also making it easier for employees to learn how to interact with guests.
Communication
In the hospitality industry, communication is the key. It is true not only for communicating with your guests but also for your employees. While excellent communication skills can improve a guest’s experience, you must also communicate effectively with your employees. Particularly, when your employees are the ones who interact with the guests daily, they may have suggestions for improving customer service.
Mobile solutions can help increase employee satisfaction by giving them a voice and an easy way to give feedback. It can make them feel more involved in the team and increase their overall productivity. Mobile solutions can also improve employee satisfaction by keeping them up to date on important news, policies, or instructions.
Customer Service
With proper training, employees will be able to handle the concerns and complaints of their customers in a friendly manner. It can help a company gain a competitive advantage over its competitors and can make customers feel more welcome, making them less likely to go elsewhere for their business. You can use mobile videos to show how proper customer interaction should look and how it should not look. Employees can also use mobile quizzes and tests to ensure they have retained the information.
Onboarding
With mobile training, you can deliver onboarding content quickly and easily, even when you’re on the go. Because it’s such a complex process, onboarding is often delivered in person—but that isn’t always feasible.
Mobile training lets you automate onboarding so that new hires receive information and complete tasks at their own pace without requiring your full attention. Instead of spending your whole day training employees one-on-one, you can spend that time working with them to set goals and support their long-term development. Additionally, you can incorporate the onboarding process through gamification.
Discover employee engagement through gamification.
Product Training
Training your staff to familiarize themselves with the products and services like guest handling, serving food, and housekeeping inspections are essential to creating the best possible customer experience. With teams spread across time zones, it can be hard to keep everyone up to date on new offerings.
With a mobile solution, your employees will have access to all of the information they need about new products and services right in their hands. And when questions arise, you can be confident that your team members will know how to answer them with a smile.
Conclusion
Employees and the company can both benefit from mobile learning. In today’s technologically advanced world, it is adaptable, convenient, and intuitive. Anytime, Anywhere.
The hospitality industry is a great place to implement mobile learning, and Albert makes it easy.
Albert is a mobile solution that allows hotels and restaurants to train their employees and improve the experience of their customers. It includes features such as messaging, file sharing, and even a rewards system for high-performing employees. Learn more on how to use Albert for the hospitality industry.
