Hospitality Training – The Importance of Developing Your Team Culture

Hospitality is hands down, the most fun, vibrant and rewarding industry we can think of. It delivers the buzz of opening night theater with the adrenaline of a battle well won. Every fast and crazy service period is a different show. The industry provides instant gratification as we watch our guests leave happy, sated and inspired. Sure, it’s tough, it’s certainly not without challenges, and it’s not for everybody, but that feeling when your whole team is working toward a common goal and the room is filled with smiles, laughter and people genuinely having a great time…well, that’s damn hard to beat! I believe the purpose of life is to serve others and to do what we can to help make their journey a little brighter, smoother and easier. We think hospitality does this daily, and that’s what we set out to do at VPTD. We use all the tools and strategies we have learnt with our hospitality training to help smooth the journey for staff and operators.

 

 

Hospitality Training

 

 

The biggest challenge of the hospitality industry is finding and keeping great staff. But as an industry, we are 100% responsible for this. We have expected staff to work excruciatingly long hours, in work that is both physically and mentally demanding, for minimal financial reward. In the past, and thankfully less frequently now, the environment has been one that allows for hostility, bullying and promotes unhealthy ways of managing stress. The industry has largely focused on technical skills and not on leadership or people skills.

As a result, we have a shortage of human resources. Along comes Gen Y who say “thanks…but no thanks” to this industry that we have made so unattractive! And we blame them? No way. They are right. The industry needs to change, not them. One of the wisest people I know once said, “in order to attract more, we need to become more attractive”. In order to attract people to the industry, in order to attract quality staff, long term staff, more wealth, more success, we need to become more attractive. The industry needs to become more attractive.

 

 

Hospitality Training

 

 

Granted, most of the time it’s not feasible to pay more, but we can add value to our people by training them for career development. We can engage them in the vision of the venue, we can roster more effectively to offer a better quality of life and family time, we can incorporate mindfulness into hospitality training, we can reward performance and loyalty more effectively. There are a million different ways that venues can do this without breaking the bank. If we all work a bit harder at this and think a little more creatively about how we, as individuals, can make the industry more desirable, the pool of human resources will grow, and we will all reap the benefits. We often work with clients to devise creative, unique and fabulously fun ways for venues to engage their teams. It’s not always a commitment of dollars, it’s often a commitment to a change of culture and effort.

 

 

Hospitality Training

 

How do you go about creating a great team culture?

Consider applying some of the following strategies:

  • Ensure team members understand how they personally, and as a team, contribute to the vision and direction of the venue. Help them to understand their role contributes to the BIG PICTURE. Create a Team Vision Statement or a Team Promise that makes staff think ‘hell yes I want to sign up for that!’. Post it on the wall and refer to it regularly in briefings and meetings.
  • Share targets and goals. Celebrate big and small wins. Send out a congratulatory email after a record night or a great review. Share average spend targets in briefings and on the staff notice board. Announce internal promotions with fanfare and applause; you don’t need dancing girls and prancing unicorns – a congratulatory poster will do the trick.
  • Participate in a charity drive. StreetSmart Australia runs CafeSmart and DineSmart once a year. Get on board and let your staff enjoy all the good feels associated with helping people in their local community.
  • Notice team member contributions regularly and appreciate them openly.
  • Invest in the development of your key staff. Not only will they feel valued and appreciated but without a doubt, the best way to improve your business, is to improve your staff. Hard skills are important, but leadership soft skills are what will establish a positive, or negative culture. Most leaders in hospitality don’t know HOW to engage their team. Invest in their hospitality training and give them the tools and knowledge to inspire and empower their staff.

Although throughout the year VPTD’s training sessions are exclusively for our clients, we do offer some open hospitality training sessions twice a year. Our next  June Open Training Sessions  you can find out more about these sessions here 

 

 

 

Hospitality Training