In our last post , we shared our thoughts on what are the determining factors for the Education industry to get started with online training and what are some of the challenges they might face.
In this final post of the 3-part blog series, we will be sharing on what are some of the considering factors for the Hospitality industry before they start investing in online learning and how it may help leverage them against competition.
What is Hospitality Industry?
The hospitality industry is fundamentally the service industry that deals mainly with tourists on vacation or locals who are out to enjoy leisure or entertainment activities. It includes people who works in hotels, transportation, cruises, theme parks and restaurants etc and the business is all about making people happy. The business models in the hospitality industry normally has a high fixed costs and variable income and is highly competitive. Hence, there is a constant need to have a leverage over the competitors in order to sustain and make profits.
Question 1: Why?
So why is it essential for businesses in the hospitality industry to get started in online learning? Why will it help the business do better when they have online knowledge sharing platforms or online learning for the employees?
As we know, most of the jobs in the hospitality industry involves people serving the customers and as customers these days are more sophisticated, have higher expectations and definitely more tech-savy than before, it is essential to keep up to date with them. In order for employees to be able to provide customers with excellent service and to answer to their every need, they have to constantly update themselves in terms of their professional knowledge and to have the information at the tips of their fingertips. Hence online learning or knowledge sharing platforms would enable them to have the necessary information they need regardless of where they are. In an industry that is so highly competitive and providing excellent service being one of the most important aspect, there is no doubt it is essential for businesses to invest in online learning or knowledge sharing platforms.
Question 2: Who?
The second question to ask is who. Who is your intended audience? The hospitality industry includes a broad category of people from hotel concierge, chefs, event planners, drivers, housekeeping workers to managerial positions like customer service manager, each will have different learning needs. If they are service staff who are constantly on the go, perhaps the learning content needs to be more bite sized and easily accessible on mobile devices. If they are usually desk bound and work mainly on laptops and desktops, perhaps their online learninng content can be more extensive and acts more like a extensive library of performance support.
Question 3: Can you afford to do it (or not do it?)
In the hospitality industry where fixed costs are already high, one of the most important question to ask is if the cost of starting online learning or knowledge sharing platform going to generate more revenue or indirectly create an edge for the company as compared to competitors. What are the opportunity costs of not having it?
The company or organization will need to weigh the pros and cons of having online learning or knowledge sharing platforms and predict if it will help them achieve their goals and targets more cost effectively.
Question 4: How “ready” are you for e-learning?
It’s important to find out how “ready” your staff is for online learning or knowledge sharing. If your staff is not ready, either not tech savy enough or lacks the infrastructure or devices , it will only be a white elephant which adds on to your cost. The next question to ask is if you have the technical support and infrastructure ready. Is your company’s or organization’s network ready to support your staff in their online learning?
Question 5: Do you have a technology plan or an e-learning strategy?
Benjamin Franklin said, “By failing to prepare, you are preparing to fail.” No initiative nor program can be successful without a well thought through plan. If you have the intention to start online learning or create a knowledge sharing platform as performance support for your employees, it is critical to revisit the company’s or organisation’s vision and mission, align it with the technology plan or e-learning strategy and to predict the desired outcomes. In the hospitality industry, perhaps one of the most essential outcome would be to be able to provide better customer service and higher customer satisfaction.
We hope we have helped to address some of your questions or doubts in getting started with online sharing. Do leave your comments below and share your thoughts with us if you have other doubts!
If you missed our previous posts, here it is!