Summary
In the tourism industry it is vital to provide a quality service. It is the responsibility of the company to prepare and keep staff trained on the job and through training courses.
Introduction
Training is a work tool of the company for the staff of an organization to know how to carry out their functions in the best way, thus reducing costs due to errors, the cost of supplies and energy.
In the tourism industry, providing a quality service is of vital importance to the organization, as this is what makes people return to our hotel, travel agency or restaurant or not, it is what will distinguish us from other providers of services.
The Ministry of Tourism in Cuba dedicates a company to the training of workers in the tourism sector: FORMATUR, in it actions are carried out aimed at training, training, advice and consultancies in the facilities, as well as postgraduate improvement and the preparation of cadres of different levels.
Development
The housekeeping department in an organization is very important because it is in charge of cleaning, hygiene and comfort in rooms and all areas of the hotel.
It has been concluded, after many studies, that training is important for the development of human resources within an organization, this is a support to carry out the functions properly and thus raise the quality of service.
Guests arriving at hotels will benefit from acquiring a much higher quality service at a fairly affordable price, which will ultimately benefit the hotel as customer loyalty is created due to the good service provided.
People are essential to organizations and now more than ever, their strategic importance is increasing, as all organizations compete through their staff. The success of an organization increasingly depends on the knowledge, skills, and abilities of its workers. When employee talent is valuable, rare and difficult to imitate, and above all organized, a company can achieve competitive advantages that rely on people.
For this reason, the fundamental reason why training employees is to give them the knowledge, attitudes and to develop the skills they require to achieve optimal performance.
Some specific reasons why training programs are undertaken are: incorporation of a task, change in the way of performing a task and discrepancy in the expected results of a task (this can be attributed to a failure in the knowledge or skills to exercise homework). As well as new employees entering the company.
Organizations in general must provide the basis for their workers to have the necessary and specialized preparation that will allow them to face their daily tasks in the best conditions. And for this there is no better means than training, which also helps to achieve high levels of motivation, productivity, integration, commitment and solidarity among the organization's personnel.
Around the year 2000, legislation related to training began to emerge. The company must, through performance evaluation, design the strategy for the training of workers and carry out actions in the areas when the personnel first join the activity, supported by experienced personnel known as trainers and prepared for the development of the following activities in the workplace:
- Induction process in the workplace.Training in the workplace.Training in the workplace to assess if you are ready to carry out the activity.Study of the working procedures through the procedures manual, which is the document that clearly and concisely indicates the person to whom it is addressed, the functions and activities performed in the position, as well as the location of all objects, amenites, stationery, reports, orders, etc; in rooms and areas. Conferences, workshops, videos, talks, demonstration activities, skills competitions among others are the activities that take place in the entities for the training of workers in the work area.
Training courses must be aimed at the development of their functions; update yourself on what is happening in your sphere in the world; provide information about the destination, the main attractions of the city and how to get there, the opening and closing hours, to motivate tourists to visit them, increase their stay and income at the tourist center; know the characteristics, language and particularities of the tourists we receive. Keep staff updated on new trends in the world in their specialty including products, instruments, treatment on different floors, etc.
Conclusions
The fundamental benefit of training for staff is to increase their knowledge for their job competence reflected in higher quality in the performance of their duties, gaining in efficiency and decreasing the error rate, which results in customer satisfaction, starting from the position. work and through entities that are dedicated to the education and training of tourism workers.
recommendations
We consider that it is necessary to prepare each year the training plan of the center with the needs of each worker in their functions, not only of the housekeeper department but of all hotel workers, as well as updating the procedures manual for constant information. of staff and the preparation of trainers to work the training from the job, managing to raise their professional skills, therefore the quality of service and customer satisfaction.
Bibliography
- Hotel housekeeping department. Systems and processes, Olmo Garre, María José. Spain. 2001. Collective of Authors. Hotel Management. Balcony Editions. 2007 López Collado, Asunción. The governess. Hotel manual. Madrid 1990. Deming, WE (1989). Quality, productivity and competitiveness: the way out of the crisis. Ediciones Díaz de Santos, SA, Spain. Luis Mesalles Canals. Looking for quality and excellence in customer service and attention. 10 Of the month 11 of 2010.
