1. Why does Chateau Whistler invest so much time, money and energy into this orientation process? (5 Marks)
- Because hotel need more labor force
Near Whistler hotel, there were not so many people, local population was around 10,000 people (WFV, 2017). Therefore, seasonal employees were attracted to the resort. Whistler invited young employees from closest areas to reduce transportation cost and increase employees productivity. Moreover, were hired just long-term employees for this industry. All of this should increase employees` productivity.
- Because hotel is seasonal
Whistler hired seasonal employees during peak months. Hotel can provide a lot of activities, but they are all seasonal. The most popular seasons are from November to March. …show more content…
Chateau Whistler spent a lot of time and money to create training programs for employees who just join the team. Such training programs like “Orientation Game”, Service Plus Code, Role Games and” Guest for a Night” helps employees quickly understand the customers` needs and reduce error at their work.
- To increase the level of custom services and improve job performance
Whistler hired young employees that were training in two or more sports to improve fitness and performance. Moreover, training programs are increasing the employees` productivity and the result will be just positive.
- To achieve the Whistler` goal Goal - “To be the world’s most recognized, visited and valued four-season, sustainable, mountain destination” (Tourism Whistler, 2017). This goal can be true because local business and international business work together to achieve success and promote village to other customers. Also, success depends on the staff ability to exceed customers` expectations.
2. Describe the activities in the orientation and training programs that would ensure a high degree of transfer of training to the job. (5 Marks)
- “Orientation …show more content…
Moreover, manager gives the understanding of how correctly behave and what is the main character should have the employee to provide service to customers.
- Role Playing
At this program manager teach employees how to provide excellent service and how effectively deal with problems (reduce errors). After finishing this program, employees would understand how effectively communicate with different guests. Employees playing in role to be prepared for different unusual situation with customers.
- “Guest for a Night”
This program also helps employees better understand customer needs. Employees live one night at hotel as guests. Therefore, they, on their own experience, understand and find all advantages and disadvantages of customer service at hotel. Moreover, employees through such experiment understand the level of quality that hotel Whistler provides.
3. Design an approach to evaluating the effectiveness of these programs using all four levels of results (reaction, knowledge/skill, behaviour, results). (8 Marks)
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- Because hotel need more labor force
Near Whistler hotel, there were not so many people, local population was around 10,000 people (WFV, 2017). Therefore, seasonal employees were attracted to the resort. Whistler invited young employees from closest areas to reduce transportation cost and increase employees productivity. Moreover, were hired just long-term employees for this industry. All of this should increase employees` productivity.
- Because hotel is seasonal
Whistler hired seasonal employees during peak months. Hotel can provide a lot of activities, but they are all seasonal. The most popular seasons are from November to March. …show more content…
Chateau Whistler spent a lot of time and money to create training programs for employees who just join the team. Such training programs like “Orientation Game”, Service Plus Code, Role Games and” Guest for a Night” helps employees quickly understand the customers` needs and reduce error at their work.
- To increase the level of custom services and improve job performance
Whistler hired young employees that were training in two or more sports to improve fitness and performance. Moreover, training programs are increasing the employees` productivity and the result will be just positive.
- To achieve the Whistler` goal Goal - “To be the world’s most recognized, visited and valued four-season, sustainable, mountain destination” (Tourism Whistler, 2017). This goal can be true because local business and international business work together to achieve success and promote village to other customers. Also, success depends on the staff ability to exceed customers` expectations.
2. Describe the activities in the orientation and training programs that would ensure a high degree of transfer of training to the job. (5 Marks)
- “Orientation …show more content…
Moreover, manager gives the understanding of how correctly behave and what is the main character should have the employee to provide service to customers.
- Role Playing
At this program manager teach employees how to provide excellent service and how effectively deal with problems (reduce errors). After finishing this program, employees would understand how effectively communicate with different guests. Employees playing in role to be prepared for different unusual situation with customers.
- “Guest for a Night”
This program also helps employees better understand customer needs. Employees live one night at hotel as guests. Therefore, they, on their own experience, understand and find all advantages and disadvantages of customer service at hotel. Moreover, employees through such experiment understand the level of quality that hotel Whistler provides.
3. Design an approach to evaluating the effectiveness of these programs using all four levels of results (reaction, knowledge/skill, behaviour, results). (8 Marks)
-