Training is Critical in Hospitality
Success in the hospitality industry is hard fought. There is no end of competition and even if your venue, restaurant, bar, hotel or attraction has the very latest technology and is located in a prime spot there is still no guarantee of success. In our experience one of the key ingredients to success is providing an exceptional level of guest experience. It is rare that guests will remember how much you spent on a venue refurbishment but they will always remember how the service made them feel.
Implementing a comprehensive training and development programme for your staff will increase the chances of your organisation providing customer service that surpasses guests' expectations. Let’s explore how you can develop a training programme that is right for your organisation.
Essential Skills Training
Firstly, you need to make sure all the essentials are covered. All organisations in hospitality have to comply with lots of legal and regulatory requirements. It is often the essential skills (behind the scenes) training that is so important. Health and safety training courses, first aid courses, how to identify money laundering, how to protect data and what to do in the event of an emergency are just some of the issues that your staff will need training in. Essential skills training is often non-negotiable. In many cases the organisation will need to evidence that staff have been trained sufficiently. After all the regulator could come knocking asking to see records of staff training and development.
Exceptional Service Training
Once the ‘essential skills’ training has been dealt with it’s time to look at what your organisation needs to be able to provide exceptional service to ensure that your guests have a great experience and remember you for the right reasons. After all you want them to spread the word about how good your service is.
What level of training do your staff need? The serving staff in a bistro pub are unlikely to need the level of service training that a 5 Star hotel would require. Both organisations need fully trained staff but the depth of training will be different.
However, there are some skills and knowledge that all venues will need their staff to have. Let’s look at what they expect from serving staff at events. The server will need to be able to hold a tray of drinks whilst guests take their glasses. This sounds simple enough but isn’t. It would be so easy for the tray and the drinks on it to tip over. That wouldn’t be good. Pouring wine without leaving drips or clinking glasses is also a necessary serving skill. Understanding what the canapes are and what is inside them is also paramount, especially when guests could suffer if they eat food that creates allergic reactions. Again this wouldn’t be good. These are just a few examples of how critical staff training is to ensure that staff are trained in all aspects of serving, that problems do not occur and that the guest experience is a good one.
At LTR all of the temporary staff we provide to venues have gone through our in-house programme of training. It means they can walk into any venue confident of being able to help deliver exceptional service for the client.
The key question is: what experience do you want to provide your guests with? Once you have the answer to that you can arrange for the relevant training to be provided.
Your organisation will have all sorts of staff that need training. Just think of training (or coaching) for the leadership team, chefs, receptionists, food and beverage managers, restaurant managers, event staff and operational personnel. It’s a long list. The good news is that training can be delivered in a variety of ways. You can choose from classroom training, on the job training, e-learning programmes and blended courses. Whichever delivery method is chosen it must be appropriate to provide the training outcomes needed. It should also work for the staff member as people learn in different ways. Any training activity has to be relevant to develop your organisation. If not then money, time and resources are just wasted. Learning and development activity has to be aligned to the business objectives of your organisation.
The ongoing nature of Learning and Development
Hospitality is an industry sector that never stands still. It responds to ever increasing guest expectations, it implements new regulatory requirements and it creates opportunities for business. Plus it does a lot more besides. Due to the changing nature of the hospitality business there are always going to be requirements for training (learning and development) of staff. In other words, your training needs will never stand still.
Training helps reduce staff turnover and it is linked to increased productivity. It’s pretty much an open secret that well trained staff (whether in-house or from agencies) positively impact on the guest experience.
The only question now is what level of training your staff need to help future proof the competitiveness of your organisation. Rather than try to figure out all the training opportunities available, just contact LTR Hospitality by calling 020 7357 9869 or email firstname.lastname@example.org and our highly trained team will help you.
Let us help you.
About LTR Hospitality
Learn Train Recruit (LTR) is a London based recruitment and training provider for the hospitality sector. With experienced staff that have been involved in all areas of hospitality, LTR provides trained, reliable and enthusiastic staff for venues, hotels, restaurants, pubs, bars, events and exhibitions.