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Tapping Resort Ops Resources
by Randy Goodhope, ARP
Director of Education
American Resort Development Association
My computer screen saver in the ARDA office has a phrase that scrolls across the monitor that says, "Education is the cornerstone of any industry."
I read this phrase somewhere a couple of years ago and it struck me with its simple truth. Of course, I'll be the first to admit that I may have a bias. I am big proponent of education and training as a means of improving an entire resort property—or an entire industry—one person at a time. In that pursuit and as the director of education for the ARDA International Foundation, I worked closely with the AIF Industry Education Committee members on an initiative meant to discover resources for the timeshare industry, particularly for those who work directly in resort operations and management.
The committee went looking for tools that would help each member of a resort's operational team refine their skill set and have access to more information each day, all in support of their ability to deliver the best service and quality possible for their owners, exchangers, and guests. When the committee reconvened from its search, we were all very pleased with the variety of resource materials available and the options that existed for the delivery of critical information—books, videos, a professional development workbook series, distance learning courses and CD-ROMs.
Those are the sorts of tools that are being created everyday. A particularly productive partnership to note is one between the Education Institute of the American Hotel and Lodging Institute (AH&LA) and the ARDA International Foundation, which is creating and offering to resort operators a greatly expanded suite of resources. The range of information is comprehensive. These materials deal directly with training issues in maintenance, housekeeping, human resources, guest service, ADA compliance, floor care, laundry, security, retention, personal grooming and diversity. ARDA offers all these tools through its Washington, D.C. office.
Though their value is pretty apparent to resort operators, some of these offerings should be explored in more detail.
Emergency Planning. In the first issue of this publication, there appeared an article on disaster preparedness (written by yours truly). While conducting research for that article, I found a great resource on the overcrowded bookshelf in my own office—a 21-minute video entitled Planning for Emergencies. The video illustrated some very important points for managing emergencies in a way that considers the best interests of owners, employees and the resort. It offers advice on building staff confidence to manage both big and small issues, establishing a solid emergency plan and the steps to design, develop and implement a successful action plan. There were also some very funny but well made points in a segment that dealt with the public relations "do's" and "don'ts" in dealing with the media and the public.
Recruiting, Training and Retention. Considering its importance, there can never be too many good guides to successful human resources management. Interviewing, hiring, training, motivating, retaining, reviewing and replacing personnel—there are so many areas that require professionalism and skill. In fact, we dedicated an entirely new chapter in the revised Timeshare Industry Resource Manual just to human resource issues, laws and functions.
I recommend the following as resources in staffing: a video entitled Diversity, the Face of Hospitality. Soon 85 percent of all first-time employees will be minorities; some resort areas have already exceeded this percentage. This video leads viewers down a path that will enable them to ensure that differences remain assets by promoting an environment based on respect and inclusion.
Another great video resource is called Recruiting and Interviewing. The video explores the methods that successful managers are using to recruit high-caliber employees by identifying the best candidates for the position. It helps managers ask the right questions—the ones that will help you find the best employees.
Once you've assembled your ace staff, order Retention and Motivation on CD-ROM. Retention's program aids managers in keeping team members motivated and eager to continue to be developed by their current employer. In using it, you'll practice strategies for retaining the best and brightest, and you'll learn the various factors that motivate employees to excel in their positions.
For those who prefer the comfort and familiarity of a great book, you'll be able to read and reread Managing Hospitality Resources—and you'll want to keep a copy on your shelf. This textbook explains HR procedures in practical terms, including explaining how to comply with employment and workplace law. It also covers the latest strategies for attracting applicants, minimizing turnover and many more human resource issues.
Of particular interest to resort operations training is a set of WORLD TRAINER videos that are "Language-Free" tools. These videos are step-by-step how-to's that teach basic operational task skills, regardless of the employee's native tongue. WORLD TRAINER Security Awareness shows all employees the basics of resort security including maintaining key control, protecting owner/guest privacy, staying alert for potential security problems, and safely handling security incidents. Another video in this series addresses floor care—as important a component of a well-maintained, attractive and safe resort as any. This video uses visual techniques to demonstrate how to clean a variety of surfaces; shows how employees can avoid injury to themselves and guests; and teaches ways to lengthen the life of carpets and floors. My personal favorite and the one WORLD TRAINER video that best fits our industry is Extended Stay Guestroom Cleaning. Its features—including demonstrations, on-screen icons and audio special effects—show housekeepers the differences between light touch, full and check-out cleaning, as well as proper kitchen cleaning and sanitation. These videos are perfect for resorts with an ethnically diverse workforce and ideal for training staff members for whom English is a second language.
The great news here is that major entities like ARDA's foundation are actively pursuing the development of tools specifically created in support of resort operators and managers. I've only named a few of the myriad high-quality, effective offerings available. So, what to take away from this? All resort operators should be planning and budgeting for training and training resources. It is my hope that many of the readers will take advantage of these professional and quality materials no matter what source they decide is the best provider for their staff's individual needs. Education and training are truly the cornerstones for quality and satisfaction.
Hmm. Maybe I have my next screen saver.