Investing in your best resource

Monica Or, columnist and Hospitality Consultant at Star Quality Hospitality Consultancy discusses the merits of online, face to face and blended approaches to training..

Hospitality is notorious for poor staff retention rates and there are many reasons for this. From poor recruitment practices and hiring the wrong people, through to lack of training. Brexit is not making our lives any easier. Research carried out by Planday reports that:

93% of employers are already struggling to recruit staff
24% see an increase in staff turnover

Employers need to do what they can to combat this. Your staff should be one of your best resources. As they can choose where they want to work, with hospitality businesses struggling to recruit, if you don’t look after them they will find an employer that will. To get the most out of your staff you need to look after them and invest in them.

Whatever size your business is, one of the main ways to do this is to train them, and continually update their knowledge. You never stop learning, and this means you should open up these opportunities for your staff.

There are many different ways that people can learn and be taught and training should not be seen as a ‘sticking plaster’ solution. Putting a staff member on a training course for the sake of it is not going to be beneficial for anyone.

A lot of employers think they can’t spare their staff for a one day training session when they are running a busy operation. However there are ways to make this training even more effective, which is to run training on a blended learning basis. This will ensure that the learning is transferred back in to the workplace.

A blended approach combines both online and face to face training which helps to reinforce the training. Both types of training are engaging and interactive. A typical approach could be:

1) an initial short interactive online course to introduce the topic and prepare your employee for what they will be learning. This could include video, downloadable worksheets and quizzes to check their knowledge and understanding.

2) After which they will attend a face to face interactive group workshop which will build on what they have learnt. The benefits of this is that the group can also share their knowledge and experience and learn from each other. Then after this the key is to ensure that what they have learnt is then transferred back in to the workplace.

3) This can be accomplished by use of further online resources and through on going coaching from a supervisor or manager.

It is important that whatever learning is taking place it is not taught in isolation, but is embeded in to your business. Support from line managers will help to do this. This will then bring about a culture of learning for your business. The best businesses will adapt to their situation and with the impact of Brexit now is the time for businesses to do just that before it is too late.

About Monica Or: As the founder of Star Quality Hospitality Consultancy, Monica specialises in working operationally with the owner/managers of independent hotels and restaurants focusing on their business structure and service delivery. She is the Amazon Best Selling author of ‘Star Quality Hospitality – The Key to a Successful Hospitality Business’ and ‘Star Quality Experience – The Hotelier’s Guide to Creating Memorable Guest Journeys’.
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