Training Plan essay


Atraining plan can be described as a working document that outlinesthe training process. In most companies, it is revised in roughlythree months to accommodate changes that can occur during the period.The training methods, as well as training needs, vary acrossdifferent occupations. In this particular paper, trainingrequirements of a hotel receptionist will be outlined particularlyconcerning etiquette. How should a hotel receptionist for Hilton U.K.behave? As a receptionist, one must be friendly and welcoming in themanner that he/she handles the customers. Some workers are naturallycapable of having these features while others have to be taught.However, with the ever-changing lifestyles, people have to changewith them to thoroughly appreciate each other. A hotel receptionistmust be acclimatized to the different behaviors of the guests. Inthat regard, training on etiquette is vital to keep the customers.The paper will dwell on how to handle clients with varying practices.The best method of training will also be disclosed as well as why themechanism is thought to be the best.

Trainingneed and objective

Afteranalyzing this particular job, there is a need to have polite workershandling the guests. Some guests have the propensity of annoyingworkers by even abusing them. However, an employee should be able toaddress the violations in a mature manner. The hotel receptionistsprovide a pictorial view of the entire company.

Thetraining program is meant to ensure all employees under thereceptionist field handle themselves with etiquette among themselvesas well as the clients and the entire business. The training mayinclude the teaching of simple words, how to abstain from abuses, howto handle aggressive clients, and how to avoid arguing with customersamong others. The criterion for training will include teachingetiquette, various ways of handling pressure, and practical examples.


Sensitivitytraining is well suited to this kind of job. It entails participantsbecoming aware of their characters and behaviors towards others. Theprogram will follow a theoretical approach where the hotelreceptionists will be called on to

  • Identify the various etiquette features.

  • Outline the unwanted behaviors.

  • Practice the stated elements of etiquette before finally practicing them practically. For instance, a receptionist will be tested unknowingly while at work. In other words, a rowdy customer who is unknown to the receptionists will be sent to their area to test them adequately.

Gradeswill be provided to ascertain the best and the ones needing muchimprovement. Due to the sensitivity of this job, the training willfrequently be done to ensure none of the employees falter. The entiretraining will involve

  • Telling the trainees on what is to be covered

  • Showing them the requirements through multimedia

  • Use hands-on approach

  • Test the regularly

  • Involve the trainees in the training


Lesson1: Etiquette and rules of behavior

  1. Personal behavior

  2. A friendly community

  3. Conventional rules

Lesson2: Dealing with workmates

  1. Components of a relationship

  2. Displaying affection

  3. Addressing fellow employees

  4. Work conversations

  5. Sexual harassment

Lesson3: Professional Conduct

  1. Professional communication

  2. Communication styles

  3. Professional image

  4. Body language

Lesson4: How to handle difficult individuals and problems professionally

  1. Handling personal problems

  2. Handling difficult people

  3. Handling ethical dilemmas

Byteaching the above elements, employees will be suited to undertaketheir duties diligently to keep the customers within the company. Theabove components will be taught theoretically and then testedpractically using different visitors.