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Please note: This blog was updated on September 17th, 2020.
The U.S. Bureau of Labor Statistics (BLS) reported 16.78 million employees within the hospitality and leisure industry as of December 2019. Due to this high demand and the technology capabilities we have today, mobile training is becoming the most suitable method for training workers in the hospitality field.
Additionally, the BLS stated employee turnover rate hit 73.8% for the industry in 2018. This number is alarming since most HR experts suggest a healthy turnover is around the 10-15% range.
Mobile learning can be used to help improve these numbers by delivering information at the exact time it is needed, in a way that is familiar to the modern workforce.
Employment and turnover issues in the hospitality sector are a result of many factors. Two of the biggest employment challenges are the current job market and scheduling.
The Job Market
Today, there is a higher amount of job openings than there are available workers. So, this creates increased competition in finding qualified staff. As a result, HR and recruiting teams need to be more innovative than ever when attracting new talent, delivering quality training, and advancement opportunities.
Hospitality establishments, such as hotels, are often open 24 hours a day and see varying guest volumes, which means that evening and weekend work is regularly needed. There are also many full-time employees, and those that are “on-call”. This can lead to irregular or inconsistent scheduling can increase work-related stress, and impact turnover and employee morale.
Let’s explore why mobile training can be helpful to corporate L&D.
When you look at the scheduling hours for hospitality staff, it is hard to find time to learn new things and advance hospitality training. The conventional learning methods are therefore not useful in hospitality training. Mobile training in the hospitality industry is the solution that gives employees the opportunity to learn at their own convenient time.
The scope of work of many employees from the hospitality industry is broad. There is, therefore, a need for the staff to receive training in every area of work in hospitality. Using the conventional method of learning would be highly time-intensive to learn the wide scope of work in hospitality. The employees will need to take time out of work to pursue their learning.
Mobile learning solutions allow employees to learn while still doing their job. They can learn as many subjects and topics as they would like at their convenience. Mobile training is thus a flexible method of learning that does not interfere with regular working hours.
The resources required to learn using mobile learning solutions are fewer than those of other techniques. A mobile device such as a smartphone is all that one needs to access the learning resources. You can download a learning application or go to a specific website. The process takes less time as there is no need for traveling or incurring unnecessary costs. You can receive training in the comfort of your home. The applications for mobile training offer interactive lessons where you can ask questions and receive instant answers.
There are many areas that require training in the hospitality sector. Here are some examples of how mobile learning can help prepare employees for their job roles and learn vital company information.
1. New policies and regulations
Policies and regulations are a critical issue that every employee should strive to know. With mobile courses or a mobile app, employees can receive on-demand updates on the new regulations internally and also those from the hospitality industry. Complying with the new regulations helps a company avoid getting into legal issues.
The workers can learn to develop good communication skills with clients by viewing videos and interactive lessons delivered on a mobile device. They can also learn about different cultures and how to treat clients from diverse backgrounds.
3. Food and Beverage Training
Various rules are governing the food and beverage industry. Mobile exercises and mini-games can help the employees to stay updated on the innovations happening in the industry. They can learn the newest trends to help keep the institution competitive in the market while training in a fun and engaging way.
4. Code of Conduct
There is a code of conduct governing the hospitality field. Mobile training provides a solution to informing employees on how to conduct themselves with regard to behavior, grooming, and hygiene, etc. Mobile resources can also allow for support for reminders or questions over the content.
5. Front Office Work
Front office work has a significant impact on the performance of a hospitality institution. It gives the company an external image. Training in the front office work is critically important. With mobile training, you can offer micro-lessons over items such as handling client’s documents, checks in and check outs, making payments, dealing with inquiries, and much more.
6. Customer Service
Customer service is another essential area of hospitality. It can help give a company a competitive advantage over the competitors. Training in customer service assists the employees to deal diligently with clients’ concerns and complaints. With mobile videos, you can show examples of what a proper customer interaction should look like, and how it should not. Employees can also take mobile quizzes and tests to ensure the material was retained.
Mobile Learning Case Study: Bridgestone Product Application Learning on the Go
1. Establishing a Reward System
Employees only continue seeking learning opportunities when they receive recognition. A rewards system is a motivation tool for employees. Establish a system of recognizing and rewarding improvement among workers. The rewards should be relevant to your workforce to make them want to learn more. The system will encourage a higher engagement rate and create a highly motivated workforce.
2. Encourage the use of mobile devices
Most of the employees working in the hospitality industry are quite young. It is likely that most of them prefer using their smartphones over a traditional textbook approach. The company can decide to provide staff with internet-enabled smartphones and devices to encourage them to learn. Providing mobile training devices will motivate employees to engage in mobile training in the hospitality industry. The employees will have no excuse for not performing well at work.
3. Timely use of the available data in addressing issues
Mobile hospitality training comes with accountability. One of the ways to ensure there is full accountability is to monitor employee performance. Create a feedback mechanism in the company to help track employee performance. Track their progress and point out any issues occurring before they escalate. The feedback mechanism will help improve performance and encourage employees to continue learning. Managers should use the data to help employees perform better and support them in the learning process.
Mobile learning can bring a range of benefits to both employees and the company. It is flexible, convenient, and commonly known in today's technologically-advanced world. Designing Digitally, Inc. develops custom online learning solutions that are designed to improve employee training for various industries, including hospitality.
If your team could benefit from a learning experience tailored to the specific needs of your company, live chat with our team or request a free quote today!