1. • Introduction to the topic
Ideally training and learning is a two way process. According to Miller et al (2007),
training is the process of instruction and guiding a person to do a job. Hospitality
industry provides generally three types of training; job instruction (what to do and how to
do), retraining (applicable for present employees, when something new is introduced)
and oriented (preliminary introduction about the job). Klofsten and Oberg (2007)
stressed on two major training tools; coaching and mentoring, which are similar and
different from each other based on certain issues and situations. These enable
entrepreneurs to welcome new innovative ideas, opportunities and business issues. El-
Tannir (2002) stated that corporate universities have come up to provide training and
‘continuous learning’ to employees through organised courses. Van der Wagen and
Davies (1998) in their work have introduced a four step training-formula; prepare,
present, practise and put to work.
• Why is training required?
Donnell and Garavan (1997) suggested that a trainer’s main role is to make sure that
effective learning takes place and the trainee develops a sense of self-impetus from
within. The primary necessity for training is to fill up the gap between an employee and
the task-to-be-carried-out. Extent of training and the time-limit depends mostly upon the
person’s previous experience, if any. ( Van der Wagen and Davies, 1998). Due to lack
of good training, an atmosphere of chaos prevails because trainees become completely
unaware of the fact that who is to do what. This later gives rise to customer
dissatisfaction and managers end up spending more on advertising rather than on
training. For example it is a fact that expenditure is a bit high on food safety training and
modern equipments but on the other hand customers will have faith on the restaurant.

2. Even a small mistake committed by a poorly-trained employee can have a serious
impact on others, let alone the business. (Miller et al., 2007).
4
Training and learning is connected to education and development and their interactions
are highlighted in societal, organisational and individual level. (Antonacopoulou, 2000)
• Advantages and disadvantages of training and learning
Miller et al (2007) stated both positive and negative aspects of training. He stated that
imparting proper training to employees, results in proper time management, reduced
attrition rate and absenteeism, reduced tension between workers, consistent standard
maintenance, cost reduction, customer satisfaction and business growth. It also makes
employees comfortable with work, reduces confusion and accidents, motivates
employees and gives them a chance to advance. But many a times due to shortage of
manpower proper training is not imparted to employees for the job resulting in too many
mistakes. Training time is also a critical problem, and employees tend to leave after
being trained. Temporary workers and workers having different background (with less or
no knowledge) cause problem too. Sometimes, training for simple yet important task
tends to get overlooked or ignored. Very little time is given to a newbie to learn multiple
tasks, which is quite difficult. Sometimes, the training himself doesn’t realize what he
actually wants his workers to do, hence cannot train them well.
• Types of training
Das and Mitra (2008) mentioned some commonly used training methods in their work;
on-the-job training (like coaching, job rotation, temporary promotion, special committees
and assistant to senior promotion, where trainees work under the same working

3. environment with same tools and processes), off the job training (like lectures,
conferences, seminars and sensitivity training, provides trainees with necessary skills
and knowledge skills and knowledge away from the actual work place), orientation
training helps to adapt with the new job and environment, refresher training for the
existing employees regarding any development in the job/technology, apprenticeship
training ( the learner tends to observe and learn from an experienced worker) , and
vestibule training (conducted away from the original workplace, in separate
classrooms).
5
‘Over 40% employees voted on-the-job training for increased productivity and 35% for
enhanced employee morale in the organisation in a survey concerning training and
development’
- (The Economic Times, May 24, 2012)
• Barriers to learning
Miller et al (2007) stated in his work that, less or no learning is more or less related to
the teaching method, the trainer or the training programme. Fear is a vital problem
specially if the person is new to the work, or could not complete his/her schooling. Some
people seem to be de-motivated morally. Such feelings disrupt the will and
concentration power of the person. Fear makes a person become shaky; he/she do not
clear his/her doubts thus, remaining silent and showing that they understand whereas in
reality, they do not have a clue.
• Evaluation and feedback

4. Every training programme needs to be evaluated at the end to know how much effective
the training actually was, even though sometimes it is a difficult job. The process of
evaluation generally falls under two categories; reaction evaluation (where the opinions
of the participants and others present too, are taken into account) and outcome
evaluation. The latter is again segregated into three more levels; immediate (evaluates
improvement in learning of students is measured), intermediate (evaluates behavioural
changes in trainees after returning back to their jobs) and ultimate (evaluates the
changes in the trainees’ final output). There are certain criteria which have to be
considered while evaluating a programme; it must be planned, relevant, objective,
verifiable, co-operative, continuous, specific, feasible, qualitative, and cost-effective.
Tripathy and Reddy (2003)
6
The immediate next step after evaluation is feedback. It is a vital quality-improvement
technique (Kuchinke, 2000; McCarthy and Garavan, 2006 cited in Mulder and Ellinger,
2013) and it helps the organisation to compete well in the market (Maurer 2001, cited in
Mulder and Ellinger, 2013). According to a research paper Hungry for feedback, 1997,
there are certain firms where the environment to provide the employees with feedback,
prevails; they also motivate others to seek it and this helps those firm to seek advantage
in the long-run competition.
• Four Ps of training
There are traditionally, four step to training; first is prepare (includes organisation of
things like locations and resources and to educate trainees about what they are to learn,
how and why), then comes present (includes demonstration with proper explanations,
by the trainer), after that comes practise (includes doing a mock session over what has
been taught, for fluency in the work) and finally it is put to work (which means final
execution of the task). Wagen and Davies (1998)

5. 7
Reference–
Books
• Das, M. and Mitra, J.K. (2008) Elementary Commercial Applications, Kolkata:
ABSPH
• Miller, J.E., Walker, J.R. and Drummond, K.E. (2007) Supervision in Hospitality
Industry: Applied Human Resources, Hoboken: John Wiley and Sons
• Tripathy, P.C. and Reddy P.N. (2006) Principles of Management, New Delhi:
Tata McGraw-Hill
• Van de Wagen, L. and Davies, C. (1998) Supervision and Leadership in Tourism
and Hospitality, London: Hospitality Press
Journals
• Antonacopoulou, E.P. (2000) Education + Training. [online] Reconnecting
education, development and training through learning: a holographic perspective.
Available at :<

6. http://ezproxy.napier.ac.uk:2067/search.htm?ct=all&st1=Reconnecting+education
%2C+development+and+training+through+learning%3A+a+holographic+perspec
tive&fd1=all&mm1=all&bl2=and&st2=&fd2=all&mm2=all&bl3=and&st3=&fd3=all&
mm3=all&ys=all&ye=all&ec=0&ec=1&bf=0&bf=1&cd=ac > [ Accessed on
25.10.2013]
• El-Tannir, A.A. (2002) Education + Training. [online] The corporate university
model for continuous learning, training and development. Available at: <
http://ezproxy.napier.ac.uk:2067/search.htm?ct=all&st1=The+corporate+universit
y+model+for+continuous+learning%2C+training+and+development&fd1=all&mm
1=all&bl2=and&st2=&fd2=all&mm2=all&bl3=and&st3=&fd3=all&mm3=all&ys=all&
ye=all&ec=0&ec=1&bf=0&bf=1&cd=ac > [Accessed on 20.10.2013]
• Klofsten, M. and Oberg, S. (2012) New Technology-Based Firms in the New
Millenium, Coaching versus Mentoring: Are There Any Differences? (Vol. IX): 39-
47
• Mulder, R.H. and Ellinger, A.D. (2013) European Journal of Training and
Development. [online] Perceptions of quality of feedback in organizations.
Available at :<
http://ezproxy.napier.ac.uk:2067/search.htm?ct=all&st1=Perceptions+of+quality+
of+feedback+in+organizations&fd1=all&mm1=all&bl2=and&st2=&fd2=all&mm2=a
ll&bl3=and&st3=&fd3=all&mm3=all&ys=all&ye=all&ec=0&ec=1&bf=0&bf=1&cd=a
c > [Accessed on 01.11.2013]
• O’ Donnell, D. and Garavan, T.N. (1997) Journal of European Industrial Training.
[online] New perspective on skill, learning and training: a viewpoint. Available at:
<
http://ezproxy.napier.ac.uk:2067/search.htm?ct=all&st1=New+perspective+on+sk
ill%2C+learning+and+training%3A+a+viewpoint&fd1=all&mm1=all&bl2=and&st2
=&fd2=all&mm2=all&bl3=and&st3=&fd3=all&mm3=all&ys=all&ye=all&ec=0&ec=1
&bf=0&bf=1&cd=ac > [Accessed on 19. 10.2013]
• 8
• Anon. (1997) Management Development. [online] Hungry for feedback?.
Available at: <
http://ezproxy.napier.ac.uk:2067/search.htm?st1=feedback&fd1=all&mm1=all&bl
2=and&st2=&fd2=all&mm2=all&bl3=and&st> [Accessed on 20.11.2013]
Newspaper

7. • (2012) On-the-job training boosts employee morale: Survey, The Economic
Times, Thursday May 24 2013.
Appendix
Training plan
Task - Service of red wine
• Prepare – Arrange time and place for training ( 11/11/13 )

8. • Brief the employees before hand , cover task outline , basic hygiene handling of
wine handling , timings and outcome of training.
• Assemble accompaniments
• Wine menu card
• Cheese board
• Cheese knife
• Cheese (100 grams)
• Wine bottle
• Napkin
• Waiters friend
• Quarter plate
• Wine glass
• Present
• Present the label and serving temperature to the guest
• Open in front of the guest
• Present the cork to the guest in quarter plate
• Wipe the mouth of the bottle
• Pour 30 ml for tasting
• If guest approves, pour 60 ml
• Serve the host first, then the ladies
• Keep the wine bottle facing the label to the guest
• Explanation
• Wine must be served with the wine label facing the guest for the brand
awareness and the quality of wine with its vineyard, the guest should
approve the temperature before opening the bottle.

9. • Open the wine bottle in front of the guest so that the guest should not feel
cheated and should be fully satisfied.
• The cork should be presented in the quarter plate so as to check if the
cork is opened finely without being broken up and to check the freshness
of the wine.
• The mouth of the wine bottle must be wiped properly so as to make sure
that it does not fall over the guest.
• Pour 30ml of wine inside the wine glass of the guest so as to check the
taste and the flavour of the wine.
• If the wine is approved by the guest then pour 60ml, for consumption and
further more if guest demands.
• The host should be served first no matter ladies/ gentleman then the
ladies.
• After wine being served to each guest keep the wine bottles facing the
label to the guest.
• Observation
• The host should be served first for the approval then the guest.
• Extra glassware’s must be removed immediately from the table.
• Wine cork should be opened in front of the guest.
• Red wine bottle should be opened from cradle.
• Questions
9
Q - Why swirling of wine is necessary?

10. Q - Why the wine glass should be spotless?
Q - Why decanting of wine is necessary?
Q - Why the cork is presented at the quarter plate?
Q – Why the wine label is shown to the guest?
• Answers
• The swirling of wine inside the glass is required so as to make the wine
oxidize and open itself so all its flavours can be enjoyed.
• The wine glass should be spotless so as to see the wine clarity at the time
of swirling and proper hygiene maintenance.
• The decanting of wine is necessary because if the wine is aged for a
longer period of time then sediments might settle at the bottom so as to
remove the lees decanting is required.
• The cork should be presented on the quarter plate so as to check that the
cork is not rotten and the wine is fresh to consume.
• The wine label is for the brand awareness and from what region wine is
coming.
10
11
12

11. PUT TO WORK
• Observe the authenticity of the wine service.
• Observe the wine opening ceremony.
• Observe if all the necessary details are provide to the guest
• Notice the explanation given regarding the wine to the guest.
• Presentation and freshness of the final product.