‘The UK hospitality industry contributed an estimated £57 billion to UK GDP in 2014’ (BHA 2015) and still, in my opinion, we can’t seem to be able to train our employees. Is training too expensive, does it take too much time or is it due to our industry’s high staff turnover. When an employee is recruited and gets their ticket isn’t that a guarantee to training?

I was working behind a bar once and I asked an employee to cut a lemon (I was making a gin and tonic). The employee came back and had literally cut the lemon in half! Lesson learnt – communicate precisely and don’t assume that they know what you know! Just because someone is on the train it doesn’t mean they know where they’re going. All employees need training; it makes them feel part valued and part of a team and in turn we’re getting the best out of them. Investing in someone could mean a simple five minute lesson on till procedures or a full day of health and safety.

I often compare the hospitality industry to the music industry. Many people think they can sing- but how many can actually sell records? Many people think they can work in our industry but how many people can be motivated and passionate about their customers and team during the first hour and the 13^th hour of a shift? Employees are predominately practical people and this is why on the job training works. Training should be a continuous activity throughout an employee’s journey. Training on the job is about observing others and doing, it doesn’t always have to be formal and structured.

Our service industries are essential; not only to the economy but also to communities, commercial business and relationships! We create opportunities for people to dress up, meet up, relax and enjoy whether it’s latte or lobster! Each service is unique and our employees create that uniqueness to achieve a stand-alone experience that someone will keep coming back for. But we can’t create those experiences without truly investing in our people.

Training is just like being on a busy train – once you have your ticket you have to fight your way to the front to get trained and a seat. You know the journey is going to be long- so let’s make it comfortable. It doesn’t matter if your train isn’t on the fastest or direct route what matters is that you’re heading for the right destination!

By Tonia Barrett

UPDATE – The SMARTOUR Tool is now online and covers this topic if you want to learn more 

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Reference -The British Hospitality Association (2015) The Economic contribution of the UK hospitality industry. A report prepared by Oxford Economics for the British Hospitality Association. [Online]

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