Careers Advice

The Culture of Training

While many people come into the hospitality industry through work experience or part-time positions during college or uni, this is an arena that cannot scrimp on training.

Whether part-time or full-time, good-quality training to a high degree must be carried out. Research from the HospitalityGEM survey indicates that staff performance is one of the most important factors affecting customer spending.

The HospitalityGEM was not flattering to the pub trade, reporting that independent restaurants had the best-trained staff. Hotel restaurants and chains came in behind, neck and neck. But less than 10% of respondents pointed to pubs and wet-led bars. 

This is a serious concern in an industry that prides itself on being a people industry! Communication style was the most common issue which required attention in wet-pubs, while speed was felt to be lacking in bars. Knowledge of their restaurant’s menu was also an identified problem cited by many respondents. 

Where does it start? 

Simply, no more being thrown in at the deep end on the busiest trade night of the week, learning the ropes while on the job or simply winging it! The need for training is clear and the time spent with management at the beginning of your career is imperative.

For this to be valuable we have to look at the support given at pub company level. Some pub companies are better than others, supporting NVQ courses for employees of all levels, or two/three/fiveday training programs before you even set foot on the service floor. When the pub companies show their commitment to training and education from the top you know it will filter down to pub level, creating a culture of continued professional development and aiding employee retention and resulting in customer satisfaction. 

What can you do? 

Understand the support you can get from your pub company. Meet with your manager and discuss in-house training practices. Often, managers will be more than happy to share with you the things that they themselves have done to help their career. 

Also, consider looking at third-party training courses and education. These courses can be a chance for you to introduce brand new skills and abilities to your employees. 

The training, support and courses are out there. For further information contact [link to contacts if you feel this part is necessary] and we will be happy to help point you in the right direction!