Training Needs Analysis for Front Office Staff Customer Care

The next in our series of templates for training needs analysis. As with all the other templates, this is only for ideas and should be adapted to suit your needs.

Front Office Staff Customer Care 

The training needs analysis is used by any legitimate organization to determine areas of job performance in which an employee needs training. The survey or assessment pinpoints the skills that the employee needs in a particular job. It helps the organization increase the skill level of all its workers and helps the customers or clients leave with a smile and a feeling that they have been well taken care of.

Participants only answer questions in Part II, Part III, and the Nos. 1-3 in Part IV.

Part I          Importance of the Training

Sponsor:          _______________________                          Date ______________________

Context of Request:    [  ]  Organizational      [  ]  New Initiative      [  ]  Management request

[choose one & give     _________________________________________________________

details]                             _________________________________________________________

Organization’s Objective/Goal:  ________________________________________________

Part II         Target Participants

Name   ______________________    Current job position    ________________________           

Instruction:  Check the most appropriate box.

1.  Current Job Responsibility:                                    [  ]        Room Reservation Clerk

                                                                        [  ]        Phone Clerk

                                                                        [  ]        Housekeeping Manager

                                                                        [  ]        Others (specify) _________________

2.  Work location:                                           [  ]        Hotel Front Desk

                                                                        [  ]        Company Reception Desk

                                                                        [  ]        Hospital/Clinic Reception Desk

                                                                        [  ]        Others (specify)_________________

3.  Educational Background                           [  ]        Degree in Hotel I Restaurant Management

                                                                        [  ]        Diploma in Secretarial Science

                                                                        [  ]        Diploma in Human Relations

                                                                        [  ]        Others (specify)_________________                                                

4.  Current Skills Possessed                            [  ]        Flexibility       

                                                                        [  ]        Execution

                                                                        [  ]        People Orientation

                                                                        [  ]        Communication Skills

                                                                        [  ]        Others (specify) __________________

5.  Skills Needed: (check the skills                  [  ]        Listening skills           

            training which would be required       [  ]        Teamwork skill

            in your job in the future)                      [  ]        Decision making skills

                                                                        [  ]        Being respectful

                                                                        [  ]        Being optimistic

Part III       Target Skills and Training Needs

                        (The skill with the most checked “minimal knowledge” or “no knowledge” will be recorded as a target skill.)    

                                                      High                Adequate            Minimal                No

                                    Expert            Know-               Know-               Know-                  Know-

                                                        ledge               ledge              ledge                   ledge

Welcoming arriving guests            [  ]                    [  ]             [  ]              [  ]                    [  ]       

Tactful Attitude                     [  ]                    [  ]             [  ]              [  ]                    [  ]

Fair Conduct                         [  ]                    [  ]             [  ]              [  ]                    [  ]

Receiving & processing information   [  ]                    [  ]             [  ]              [  ]                    [  ]

Dealing with complaints and

            handling them            [  ]                    [  ]              [  ]              [  ]                    [  ]

Providing information service        [  ]                    [  ]              [  ]              [  ]                    [  ]

Observer of Authority                [  ]                    [  ]              [  ]              [  ]                    [  ]

Good Manners                         [  ]                    [  ]              [  ]              [  ]                    [  ]

Telephone Efficiency                 [  ]                    [  ]              [  ]              [  ]                    [  ]

Communicating and coordinating

            with other departments   [  ]                    [  ]              [  ]              [  ]                    [  ]

Part IV       Project Planning

1.  Schedule of the proposed training:            [  ]  Weekend              [  ]   Weekdays

                                                                                         [  ]  Other timing (specify) ________________

2.  Venue of the planned training                   [  ]  Organization’s Training Center

                                                                                      [  ]  Out-of-town Venue

                                                                                     [  ]  Off-site Venue

3.  Method of conducting the training:           [  ]  On-the-job learning          [ ]  Workshop

                                                                                         [  ]  Others (specify) __________________

4.  Estimated Budget: ________________________________________________________

5.  Required Personnel or Resources: ____________________________________________

6.  Estimated Completion Date:         ______________________________________________

Part V        Conclusion

Without a skilled set of employees business offices cannot function. The skill levels of all employees in the front office of any organization, be it a hotel, hospital, and a modern office, help businesses grow. The completed skills training program will improve the performance of the employees and create and maintain positive relationships with all other departments of the company. They will recognize its relations to the front desk area.

Can the workshop/training address the identified skill needs? What else can this training address?            ___________________________________________________________________________

___________________________________________________________________________

___________________________________________________________________________