Training is a vital aspect of developing staff in any business, and hospitality businesses are no exception. Staff training brings many benefits to an organisation as well as its employees and customers. This all leads to a motivated and effective workforce, with increased customer satisfaction and enhanced profitability.

Types of Training

"What Are The 3 Main Types Of Induction Training?" | Safety Video Production

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A brief introduction to different types of training for new and existing employees.

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Induction Training

Purpose: Induction training familiarises new employees with the company's culture, policies, procedures, and their specific roles. It's essential for making staff feel welcomed and reducing the learning curve.

Overview of the company, introduction to team members, health and safety protocols, customer service standards, and job-specific tasks.

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Watch this short video to find out more about induction training.

On-the-job Training

Purpose: On-the-job training allows employees to learn in real-time while performing their duties. This type of training is hands-on and closely supervised by experienced staff or managers.

Content: Practical skills such as operating point-of-sale systems, food preparation techniques, guest check-in procedures, and handling customer inquiries.

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Watch this video for more information about the pros and cons of on-the-job training.

Off-the-job Training

Purpose: Off-the-job training takes place away from the work environment, providing employees with the opportunity to focus on acquiring new skills or knowledge without the pressures of daily tasks.

Workshops, seminars, and external courses covering topics like advanced culinary techniques, leadership development, customer relationship management, or financial management.

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Watch this video for more information about the pros and cons of off-the-job training.

Cross-Training

Purpose: Cross-training involves training staff to perform multiple roles within the business. This enhances flexibility, improves teamwork, and ensures smooth operations during busy periods or staff shortages.

Training on tasks from different departments such as front-of-house, kitchen, housekeeping, and administration.

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Watch this video explaining the benefits of cross-training team members.

Compliance Training

Purpose: Compliance training ensures that staff understand and adhere to legal and regulatory requirements relevant to the hospitality industry.

Health and safety regulations, food hygiene standards, responsible service of alcohol, anti-discrimination laws, and data privacy policies.

In New Zealand, the hospitality industry is controlled by many different types of legislation which must be complied with. Examples of the types of training which may be needed for staff to be able to comply relevant regulations include:

• Health and safety training to comply with the Health and Safety at Work Act 2015
• Food hygiene and safety to comply with the Food Act 2014, as well as training in the implementation and use of Food Control Programmes (FCPs)
• Responsible service of alcohol to comply with the Sale and Supply of Alcohol Act 2012
• Anti-discrimination and equal opportunities training to comply with the Human Rights Act 1993 and the Employment Relations Act 2000

Importance of Training

• Enhancing Service Quality: Well-trained staff can deliver consistent, high-quality service that meets or exceeds guest expectations. Training ensures that employees understand the importance of customer service excellence, including handling complaints, personalising guest experiences and maintaining professionalism.
• Boosting Employee Morale and Retention: Providing training opportunities demonstrates an investment in employees' professional development, which can lead to higher job satisfaction and loyalty. Employees who feel valued are more likely to stay with the company and contribute to a positive workplace culture.
• Increasing Efficiency and Productivity: Training equips staff with the skills to perform their duties more efficiently, reducing errors, wastage, and time spent on tasks. This contributes to overall business productivity and profitability.
• Adapting to Industry Standards: The hospitality, travel, and tourism industry is constantly evolving, with new technologies, customer preferences, and regulations emerging. Continuous training helps staff stay updated on industry trends, enabling the business to remain competitive. Examples of new technologies include the use of chatbots in customer service, increased use of mobile technology, smart hotel rooms etc.

Types of Training

In-house Training

Delivered by internal trainers or managers, in-house training is tailored to the specific needs of the business. It is cost-effective and allows for immediate application of skills.

Examples: On-site workshops, team briefings, or shadowing experienced staff.

External Training Providers 

External training is provided by specialised institutions, offering expertise that may not be available in-house. It can offer broader perspectives and networking opportunities.

Examples: Industry conferences, accredited courses, or third-party trainers.

E-Learning and Online Courses

E-learning offers flexibility, allowing staff to complete training at their own pace. It is particularly useful for businesses with dispersed teams or limited training budgets.

Examples: Online courses on customer service, management skills, or specific software tools relevant to the hospitality industry.

Mentoring and Coaching

Mentoring and coaching provide personalised guidance and support, helping employees develop their skills and confidence over time.

Examples: A senior staff member mentoring a new employee, or a manager providing coaching on leadership skills.

Assessing Training Needs

Skills Gap Analysis

Skills gap analysis is a tool used by organisations to identify areas in their business where the skills of their workforce do not match the current or future needs of the organisation. Conducting a skills gap analysis identifies specific areas where staff need further training and helps to ensure that training is targeted and relevant to both the business’s needs and individual career development goals. Skills gaps can occur in both hard skills and soft skills:

• Hard Skills: hard skills are also referred to as technical skills and refer to any technical knowledge gained through experience or education. Examples include using a POS system, using software like Excel, knife skills and cooking skills.
• Soft Skills: soft skills are personal habits and traits affect how you work with others or on your own. Examples of soft skills include effective communication, dependability, teamwork and active listening. Other sought-after soft skills include: integrity, open-mindedness, creativity, problem-solving, critical thinking, adaptability, organisation, willingness to learn and empathy.

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Watch the video about “3 Steps to Performing a Skills Gap Analysis”.

Performance Appraisals 

Regular performance appraisals provide insights into employee strengths and areas for improvement, which can be addressed through tailored training programmes.

Performance appraisals don’t necessarily have a formal structure, but some key aspects they could cover include:

• Employee’s goals and objectives
• An open (two-way) discussion of about their role, including
  • Have they achieved their goals from the last appraisal?
  • Employee’s job satisfaction
  • Other concerns or issues they may have
  • Remuneration
• Documentation of the meeting.

The New Zealand Government has information around conducting performance appraisals on their website.

Employee Feedback

Feedback should be given during performance appraisals but it should not be limited to just these occasions. Encouraging staff to provide feedback on their training needs helps create a more inclusive and responsive training programme. Employees often have valuable insights into the challenges they face in their roles.

Challenges in Training

Time Constraints: Hospitality is a fast-paced industry, so finding time for training can be difficult. Balancing the operational needs of the business with the need for continuous development requires careful planning.

Budget Limitations: Training can be expensive, especially if the training is given by external providers. Businesses need to balance the cost of training with the value the training has for the organisation over time.

Retention of Trained Staff: There is a risk that after investing in training, employees may leave the company, taking their new skills with them. This highlights the importance of creating a supportive work environment that encourages retention.

Best Practices for Effective Training

Customise Training Programmes: Tailor training to the specific needs of your business and staff. Customised programmes are more likely to be relevant, engaging, and effective.

Incorporate Blended Learning: Combining different training methods, such as in-person workshops with online modules can cater to diverse learning preferences and improve knowledge retention.

Monitor and Evaluate Training Outcomes: Regularly assess the effectiveness of training programmes by tracking performance improvements, customer feedback and business metrics. Use this data to refine and enhance future training efforts.

Foster a Culture of Continuous Learning: Encourage staff to view training as an ongoing process rather than a one-off. Creating a culture of continuous improvement and learning helps to ensure that employees are always developing and improving.

Communication is important in almost all facets of life, and in business clear communication is critical. For managers involved in staff development, effective communication plays a vital role when coaching, mentoring, training or facilitating in order to convey their message clearly, to listen attentively and to respond effectively. Communication should be clear, consistent and open for all team members to ensure that they are aligned with the organisation’s goals, to feel valued and heard and to show understanding of their roles. Effective, clear communication can help a business to deliver a seamless operation to its customers and avoid misunderstandings, confusion and errors.

Key Aspects of Communication in Hospitality

• Internal Communication Channels: Establishing clear channels of communication within your team is crucial. This includes both formal channels (e.g., staff meetings, emails, notice boards) and informal channels (e.g., casual check-ins, team chats). In a hospitality setting, tools like shift management apps, internal messaging platforms, and regular briefings can help ensure everyone stays informed.
• Interpersonal Communication Skills: Staff in the hospitality industry must excel in interpersonal communication, not only with guests but also with each other. This includes active listening, clear verbal and non-verbal communication, and the ability to provide and receive feedback constructively. Training staff in these skills can enhance teamwork and improve guest satisfaction.
• Cultural and Language Sensitivity: In New Zealand's diverse hospitality environment, understanding cultural differences and communicating respectfully with people from various backgrounds is essential. This includes using inclusive language, being aware of non-verbal cues, and ensuring all staff feel comfortable expressing themselves. Incorporating te reo Māori and tikanga Māori into communication practices can also enhance cultural awareness and enrich the guest experience.
• Crisis Communication: The ability to communicate effectively during crises or unexpected situations is vital. Staff need to be trained in handling emergencies, managing conflicts, and communicating with guests and management under pressure. Clear protocols and regular drills can help prepare staff for these situations.
• Feedback and Continuous Improvement: Encouraging two-way communication between management and staff is key to continuous improvement. Regular feedback sessions, performance reviews, and open forums allow staff to voice concerns, suggest improvements, and feel involved in decision-making. This fosters a positive work environment and can lead to better staff retention and service quality.
• Guest Communication: Effective communication with guests is at the heart of hospitality. Staff should be trained in greeting guests, addressing their needs, resolving complaints, and providing information clearly and courteously. Consistency in communication, whether in person, over the phone, or via digital channels, is crucial for maintaining a positive guest experience.

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Professional Communication Skills - this video shows how you can improve communication skills to produce more effective communication in the workplace.

Source: Adriana Girdler

Negotiation skills are vital in hospitality management, especially when it comes to managing and developing staff. Whether negotiating shifts, resolving conflicts, or discussing employment terms, effective negotiation ensures fair outcomes that align with both the business's needs and employees' well-being. In the hospitality industry, where teamwork and flexibility are key, strong negotiation skills can lead to smoother operations and a more positive work environment.

Key Aspects of Negotiation Skills in Hospitality

Understanding Interests

Effective negotiation starts with understanding the interests and needs of all parties involved. In staff management, this means recognising both the business's operational requirements and the individual goals of your employees. For example, when negotiating shift changes or time-off requests, balancing the employee’s personal needs with the demands of the business can lead to mutually beneficial outcomes.

Preparation and Planning

Successful negotiation requires thorough preparation. Managers should gather all relevant information, anticipate possible objections, and plan alternative solutions. For example, if negotiating new responsibilities with a staff member, being clear about expectations and having backup options ready can help ensure the discussion stays productive and on track.

Active Listening

Negotiation is as much about listening as it is about speaking. Active listening helps build trust and ensures that all parties feel heard and understood. In a hospitality context, this can be especially important when resolving disputes or discussing sensitive topics like performance issues. By listening carefully, managers can identify the underlying concerns and work towards solutions that satisfy both sides.

Collaborative Problem-Solving

In hospitality, a collaborative approach to negotiation can lead to better outcomes than a competitive one. Instead of viewing negotiations as a win-lose scenario, focus on finding solutions that benefit both the staff and the business. For example, when negotiating team roles or responsibilities, encouraging input from staff members can lead to innovative solutions that improve both efficiency and job satisfaction

Emotional Intelligence

Negotiating effectively often requires managing emotions, both your own and those of others. Emotional intelligence helps managers remain calm and focused during challenging negotiations, such as handling conflicts between staff members or addressing performance issues. By understanding and managing emotions, managers can keep negotiations constructive and prevent them from escalating into unproductive confrontations.

Fairness and Transparency

Ensuring that negotiations are conducted fairly and transparently is key to maintaining trust within your team. Clearly communicating the reasons behind decisions and being open about the negotiation process helps staff feel respected and valued. This approach fosters a positive work environment and encourages long-term commitment from employees.

Conflict Resolution

Negotiation is often a crucial part of resolving conflicts within the workplace. In hospitality, conflicts can arise from various sources, such as scheduling disputes, role assignments, or interpersonal issues. Managers with strong negotiation skills can mediate these conflicts effectively, helping to reach agreements that restore harmony and keep the team focused on delivering excellent service.

Salary and Benefits Negotiation

Negotiating salaries and benefits is a sensitive but essential part of staff management. In the hospitality industry, where wage expectations and benefits packages can vary widely, having the ability to negotiate fairly with staff can help attract and retain top talent. Managers should approach these negotiations with a clear understanding of industry standards and be prepared to offer competitive packages that align with both the employee's value and the business’s budget.

In the hospitality industry, teamwork is essential for delivering high-quality service and creating a positive guest experience. Successful teamwork ensures that all aspects of a hospitality operation run smoothly, from front-of-house interactions to back-of-house logistics. By fostering a strong team culture, hospitality businesses can improve efficiency, enhance communication, and create a more enjoyable work environment for staff, which in turn leads to better service for guests.

Key Aspects of Teamwork in Hospitality

• Collaboration Across Departments: Hospitality operations often involve multiple departments, such as reception, housekeeping, food and beverage, and maintenance. Effective teamwork requires collaboration between these departments to ensure a seamless guest experience. For example, if housekeeping is delayed in preparing rooms, the reception team must be informed to manage guest expectations. Regular cross-departmental meetings and clear communication channels help foster collaboration and prevent silos.
• Building Trust and Respect: Trust and respect among team members are foundational to effective teamwork. In a hospitality setting, staff must rely on each other to perform their duties efficiently and uphold service standards. Encouraging a culture of mutual respect, where all roles are valued, helps build strong, cohesive teams. Team-building activities and recognition programmes can also reinforce trust and respect.
• Role Clarity and Accountability: Clear role definitions and accountability are crucial for teamwork. Each team member should understand their responsibilities and how their role contributes to the overall success of the operation. This clarity prevents overlap, reduces errors, and ensures that everyone is working towards common goals. Regular check-ins and feedback sessions help maintain role clarity and hold team members accountable for their performance.
• Problem-Solving and Decision-Making: In the fast-paced hospitality environment, problems and unexpected challenges can arise at any time. A strong team can collaborate to quickly identify solutions and make decisions that benefit both the guests and the business. Empowering staff to contribute to problem-solving and decision-making fosters a sense of ownership and improves team cohesion. For instance, if a kitchen mishap occurs, the team should work together to find a quick solution that minimises disruption to service.
• Diversity and Inclusion: Hospitality teams are often diverse, with members from different cultural backgrounds and with varied experiences. Embracing this diversity can enhance teamwork by bringing different perspectives and ideas to the table. Creating an inclusive environment where everyone feels comfortable sharing their thoughts and opinions strengthens the team and leads to better problem-solving and innovation.
• Training for Teamwork: We discussed the importance of teamwork in the previous section. While technical skills are essential in hospitality, training staff in teamwork skills is equally important. Teamwork training might include communication exercises, conflict resolution strategies, and collaborative decision-making practices. Such training helps staff work together more effectively and prepares them to handle the dynamic nature of hospitality work.
• Conflict Resolution: Conflicts can sometimes arise in any team, especially in a high-pressure environment like hospitality. Effective conflict resolution skills are crucial for maintaining a positive team dynamic. Managers should be trained to mediate conflicts and help staff resolve issues constructively. By addressing conflicts quickly and fairly, teams can prevent small disagreements from escalating and affecting overall performance. (We’ll look at conflict resolution in more detail later)
• Celebrating Success: Recognising and celebrating team successes, both big and small, can boost morale and reinforce a positive team culture. Whether it’s achieving high guest satisfaction ratings, successfully managing a busy event, or simply completing a shift with no issues, acknowledging the team’s hard work fosters a sense of accomplishment and motivates them to continue performing well.

Feedback is a critical component of staff management and development in the hospitality industry. It plays a vital role in improving employee performance, enhancing service quality, and fostering a positive work environment. Effective feedback helps staff understand their strengths and areas for improvement, and it encourages continuous learning and development. In a fast-paced and service-oriented industry like hospitality, timely and constructive feedback is essential for maintaining high standards of customer service and operational efficiency.

Timeliness

Providing feedback in a timely manner is crucial in the hospitality industry, where quick corrections and adjustments are often needed. Immediate feedback allows staff to rectify mistakes or improve their performance in real-time, ensuring that service standards are maintained. For example, if a server is not following the correct protocol for greeting guests, addressing the issue right away allows them to adjust their approach during the same shift.

Constructive and Positive Balance

While it’s important to address areas for improvement, feedback should also highlight what employees are doing well. A balanced approach that combines constructive criticism with positive reinforcement boosts morale and motivates staff. For instance, a housekeeping manager might commend a team member for their attention to detail while also suggesting ways to improve efficiency.

Specificity

Feedback should be specific rather than general. Instead of saying, "You need to improve your customer service," a manager should provide detailed examples, such as, "I noticed that you didn’t ask the guests about their dining preferences during breakfast service. In the future, make sure to offer them options to personalise their experience." This specificity helps staff understand exactly what is expected of them.

Two-Way Communication

Feedback should not be a one-sided conversation. Encouraging staff to share their thoughts and concerns creates a dialogue that fosters mutual respect and understanding. This can lead to more effective problem-solving and a stronger team dynamic. For example, after providing feedback, a manager might ask, "How do you feel about this, and is there anything you need from us to help you improve?"

Regular and Ongoing

Regular feedback, rather than waiting for formal performance reviews, helps staff stay on track and continuously improve. Regular check-ins allow for ongoing development and prevent small issues from becoming larger problems. In the hospitality industry, where things can change quickly, ongoing feedback ensures that staff are always aligned with the business’s goals.

Encouraging Self-Reflection

Regular feedback, rather than waiting for formal performance reviews, helps staff stay on track and continuously improve. Regular check-ins allow for ongoing development and prevent small issues from becoming larger problems. In the hospitality industry, where things can change quickly, ongoing feedback ensures that staff are always aligned with the business’s goals.

Cultural Sensitivity

In a diverse industry like hospitality, where staff may come from various cultural backgrounds, feedback should be delivered in a culturally sensitive manner. Understanding and respecting different communication styles and cultural norms can make feedback more effective and well-received.

Formal and Informal Feedback

Both formal and informal feedback have their place in staff development. Formal feedback typically occurs during performance reviews, where detailed assessments are made, and long-term goals are set. Informal feedback happens on a day-to-day basis and can be as simple as a quick word of praise or a suggestion for improvement. Both types of feedback are important for continuous development.

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You’ve reached the end of the learning material for this topic. Make sure you have read and watched the extra linked material and have completed your plans for staff training to help you deliver quality customer service in the activity above. Remember, this activity is a key part of your assessment! Make sure to share your ideas with your tutor and get feedback on your progress.