Training Needs Analysis (tna) For The Hospitality Industry

Prior to any training taking place in hotels, resorts, cruise ships or other hospitality establishments, it is essential to identify what the needs are to ensure that it meets with the requirements of the business. Such an analysis is often referred to as a Training Needs Analysis (TNA).

Good hospitality training specialist consultants and their trainers highly recommend a training needs analysis (TNA) prior to any training that they undertake. This is an important first step. Training involves investment in time, money and resources. Such an investment to address the actual needs and to make a significant difference to the success of the company can lead to a more complete utilization of resources and can also affect the degree of success of the training program. As with any investment, returns are expected from training in the form of improved performance that can lead to achievement of business goals.

So how do we go about conducting a Training Needs Analysis (TNA)? Where do we begin? What are the needs? How can we plan? How to make it happen? What difference will it make?

Using a step by step approach, we can answer all these questions. Below is 4-step guide on how to conduct a Training Needs Analysis (TNA):

Step 1: Understand the Current Situation

* Make an internal assessment of the current situation. This involves gathering information on how the company is currently operating and can be gathered from a variety of methods:

* Guest Feedback (Guest Comment Cards / Customer Satisfaction Surveys)

* Mystery Shopper Results

* Complaint Log Books

* Exit Interviews

* Employee Opinion Surveys

* Employee Appraisal Reports

* Operations Reviews

* Incident Reports

* Observations at the Workplace

* Brand Standard Audits

* Skills Tests

* One-on-one discussions

* Focus Groups

Step 2: Determine the Desired Outcome

Next, identify what the desired outcome can be. This involves visualizing what the desired future is and can be established by a review of:

* Company Vision and Mission

* Company Strategies and Objectives

* Business & Marketing Plan translated into Business Goals and Objectives

* Guest / Customer Needs

* Career Development Needs

* Any changes expected such as new services, policies, procedures

Step 3: Analyze the GAP

Once information is gathered on current and future situation, a GAP analysis is undertaken. This is basically the difference between findings in Steps 1 and 2 and may be defined as:

Desired Outcome

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