Without training of some sort, nothing of quality can ever be achieved. Where to get the best training is the question; in the hospitality industry, each sector has a specific training required in order to obtain the best results possible in the field. In her article “Training the Heart of the Hotel”, Lizz Chambers develops a number of points in her approach to training housekeeping staff; the article is structured on real-life experiences and not just theories or advices, hence interesting the reader in her topic as well as in her occupation, more specifically. Nevertheless, this article is biased in that it tries to get the reader’s attention attracted in Chambers’ potential services through relating the story in question.
To begin with, the title would attract attention: Chambers uses the word ‘heart’ (Chambers, 2006), making it all more personal as a start. If housekeeping staff would read this, they would feel flattered in some ways; if people interested in getting training for their hotel would read it, they would be made, if they hadn’t already, to realise the importance of the department in a hotel. A continued example of the importance Chambers places on housekeeping (meant for reader awareness) is to be found in paragraph 3, where she includes herself in the subtle ‘Why do we as an industry tend to neglect this department when it comes to classroom training?’ (Chambers, 2006).
By speaking of her own experiences (’When I first began my career in training…’ - Chambers, 2006) and having a picture of herself by the article, the take on things is rather reassuring, like hearing a story one would be interested in. The word ‘concerned’ (Chambers, 2006) is repeated throughout the first paragraph, showing of the real interest she took in the matter. However, Chambers manages to keep on the professional side by using words such as ‘payroll impact’ (Chambers, 2006); for example; a person unrelated to the hospitality business would not understand this necessarily, yet it makes her look somewhat ‘important’. She also makes use of direct questions to her reader, such as ‘Also, could I keep their attention?’ or ‘Why?’, (Chambers, 2006) etc. This would help one feel more involved in the happenings, through the simple lecture of the article. Another device used is short sentences, for what could be seen as ‘fast understanding’ or captivating: ‘My guess was…Yes’ (Chambers, 2006).
Chambers places a clear emphasis on her experiences by using the word ‘I’ (Chambers, 2006) fairly much, in this manner placing her where she can easily be identified with the success of her programs, such as G.R.E.A.T. (Guest Room Exceptional Attendant Training), then adding short sentences such as ‘It was great!’ (Chambers, 2006); both the words used and the exclamation mark bring out her achievement. This is further highlighted at the end of the second paragraph, where she explains that every person which had taken part in her programs chose to follow on to H.S.C. (Hospitality Skills Certification) (Chambers, 2006), showing once more of her accomplishment.
Using words such as ‘our team’ and ‘we’ contrasts with the use of ‘I’ (Chambers, 2006); this is to show how in the end, she feels at one with the people she worked with. ‘We’ (Chambers, 2006) also brings in her company, somehow proving of their importance. This general feeling is felt also through the enumerated workshops her company has started: ‘Moments of Truth in Housekeeping…and WOW! (a customer/teambuilding class which housekeeping attends with all other departments)’ (Chambers, 2006). Quite an attractive statement and potential promise is made then (paragraph 4), when Chambers takes learning through to a psychological level, measuring the impact that her company’s training programs would have on the ‘students’. She describes their working atmosphere in a most friendly, innovative and understanding manner.
The conclusion of this article is done in a statement with much impact on...
Please join StudyMode to read the full document