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Objective; This Comprehensive Housekeeping Training Program aims to equip housekeeping staff with the necessary skills, knowledge, and procedures to maintain high standards of cleanliness, customer service, safety, and professionalism within the hospitality industry.
Description; An interactive e-learning designed to help housekeeping staff perform their daily tasks successfully.
Responsibilities: instructional design(action mapping, storyboarding, mock-ups, prototype, visual design, elearning development
Tools Used: Articulate Storyline 360, Vyond, PowerPoint, Google Docs, MindMeister, Freepik
Target Audience
Target Audience
This eLearning course is designed for current and newly hired housekeeping staff, housekeeping supervisors, and department managers within hotels and other hospitality establishments.
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My Process
Process to Determine the Need for the eLearning Course
Process to Determine the Need for the eLearning Course
Employee Surveys and Interviews:
Action: Conduct surveys and one-on-one interviews with current housekeeping staff.
Outcome: Gather insights on staff's perceived training needs, challenges faced in daily tasks, and areas where they feel underprepared.
Performance Review Analysis:
Action: Review past performance evaluations of housekeeping staff.
Outcome: Identify recurring issues in performance, such as lapses in cleanliness standards, inefficient time management, and poor guest interactions.
Guest Feedback and Complaint Analysis:
Action: Analyze guest feedback forms, online reviews, and complaint logs.
Outcome: Pinpoint frequent complaints related to housekeeping, such as unclean rooms, unfriendly staff, and slow response times to maintenance issues.
Consultation with Management:
Action: Meet with housekeeping supervisors and department managers to discuss their observations and concerns.
Outcome: Understand management’s perspective on staff performance, training gaps, and operational inefficiencies.
Benchmarking Against Industry Standards:
Action: Compare current housekeeping practices with industry best practices and standards.
Outcome: Identify discrepancies and areas where the current practices fall short of industry benchmarks.
Identification of Knowledge and Skill Gaps:
Action: Synthesize data from employee feedback, performance reviews, guest complaints, and management input.
Outcome: Clearly define the specific knowledge and skill gaps that need to be addressed through training.
Evaluation of Current Training Methods:
Action: Review existing training materials and methods used for housekeeping staff.
Outcome: Determine the effectiveness and limitations of current training practices.
Decision to Implement eLearning:
Action: Assess the feasibility and benefits of transitioning to an eLearning platform.
Outcome: Decide to develop a comprehensive eLearning course to provide consistent, flexible, and effective training to all housekeeping staff.
Identified Problem or Gap:
Problem: Housekeeping staff exhibited inconsistent adherence to cleanliness standards, faced challenges in effective guest communication, and showed a lack of understanding in safety protocols and time management.
Gap: The current training methods were insufficient in providing the necessary knowledge and skills, leading to frequent guest complaints, operational inefficiencies, and overall lower staff performance.
Needs Analysis
Process Used to Determine Need:
Initial Consultation: Conducted initial meetings with key stakeholders, including sales managers, HR, and senior leadership, to discuss perceived training needs and goals.
Data Collection: Implemented surveys, interviews, and focus groups to gather detailed information from the sales team and other relevant parties.
Performance Analysis: Analyzed sales performance data and customer feedback to identify specific areas where training could have a significant impact.
Gap Analysis: Compared current sales practices and performance with desired outcomes to identify gaps and areas for improvement.
Solution Evaluation: Evaluated different training solutions (in-person, blended, e-learning) and determined that e-learning was the most suitable option based on the needs identified.
Pilot Testing: Developed a pilot module of the e-learning course and tested it with a small group of sales team members to gather feedback and make necessary adjustments before full rollout.
Problems and Solutions
Problems and Solutions
Needs Analysis: A thorough needs analysis was conducted to identify the necessity for this eLearning course. The analysis involved:
Employee Feedback: Surveys and interviews with current housekeeping staff revealed a desire for more structured training on standard operating procedures, safety protocols, and customer service techniques.
Performance Reviews: Evaluation of past performance reviews indicated areas where housekeeping staff frequently encountered challenges, such as communication with guests and adherence to cleanliness standards.
Guest Feedback: Analysis of guest complaints and feedback highlighted common issues related to room cleanliness, staff interactions, and maintenance requests, underscoring the need for improved training.
Industry Standards: A review of industry best practices and standards in housekeeping operations showed a gap between current practices and the desired benchmarks for service quality and operational efficiency.
The results of this needs analysis confirmed the demand for a comprehensive, flexible, and accessible training solution that can be delivered through an eLearning platform, allowing staff to learn at their own pace while ensuring consistency and high standards across the housekeeping department.
Design Document
Design Document
Storyboard
Storyboard
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