Answered by
Elisabeth Swan
QUESTION:
Must all staff be trained in the Lean Six Sigma Program in hospitality? Who should be chosen to be certified?

ANSWER:

In the hospitality industry, it’s common to assign a Black Belt to a larger property whereas two smaller properties often share a Black Belt. Black Belts and Green Belts can come from operations, leadership or outside the business since the focus is on basic process improvement.

Certification drives a deeper knowledge of Lean Six Sigma, creating stronger leaders, and it can also be a seen as a reward for taking on the role of Black Belt since these are transferable skills. For these reasons, both Black Belt and Green Belt certification should be considered.

In terms of the rest of the employees, it’s a big advantage to have every employee get some level of training – anywhere from a day to a week. This way, the entire staff is preprared to join or just support improvement efforts and the gains come much quicker. The advantage this industry has over many others is the opportunity to establish and transfer best practices from property to property. Each hotel differs slightly but the check-in, housekeeping or banqueting processes all have the same basic goals. This paves the way for multiplying gains quickly.

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