Lois, the newly hired front office manager at the 450-room Traverse Hotel, inherited a department without a formal training program. Most of the current staff learned their jobs by following an experienced employee for two days and then doing the best they could on their own. This led to inconsistent performance and low guest satisfaction ratings. Lois's first step toward creating a systematic training program would be to:
Evaluate the current staff and terminate underperforming employees.
Conduct a job analysis for each front office position.
Identify the top performers in the department and coach them as department trainers.
Ask open-ended questions of all the employees to determine the state of their morale.