In the pursuit of excellence, one factor stands out among the rest in shaping the trajectory of the F&B industry: the development and training of its employees. In an industry that’s ever-changing and evolving, the F&B sector continues to grow and adapt to changing consumer preferences.
To effectively meet the dynamic needs of our customers and stay aligned with the industry’s growing standards of excellence, our teams must possess the required skills and knowledge to deliver exceptional customer experiences.
Training serves as the critical link that connects conceptual processes and ideas to the outcome provided to our valued customers. In a landscape where industry standards are rising and barriers to entry are lowering, fostering employee development is pivotal to staying competitive, attracting talents, and fueling entrepreneurship in the F&B industry.
Over the years, I’ve seen the transformative power that investing in employee growth and nurturing talent can unlock in hospitality. To be transparent, I didn’t come to this realisation overnight; it came after dedicating the last seven years to uncovering the ins and outs of the industry.
The aim has always been to shed light on the importance of employee development and training. One of the key aspects of success in the hospitality industry is understanding the significance of employee training for long-term retention. This becomes particularly crucial for brands that operate across multiple concepts, locations, and countries, as it paves the way for unparalleled success.
Most brands start with one location, which is manageable with basic staffing practices. However, as brands expand operations into multiple venues, introduce new concepts, and enter new markets, tactics need to adapt. It is a daunting reality that expanding into new territories and navigating diverse concepts presents formidable challenges for employee development and training. Conventional customer satisfaction training programmes typically have a limited duration of only a few days, failing to offer long-term benefits for both employees and employers.
Over the years, brands have learnt to adapt to each market, embracing different cultures while instilling a sense of ownership within their teams. Whether it is in South Africa, the UAE, KSA, or even the UK, the approach to training should remain consistent at its core to ensure brand values carry through on all fronts and operations. With the Emiratisation initiative and Saudi nationalisation schemes specifically in the Middle East markets, it is essential to seek out the right talent while complying with government regulations.
By efficiently employing residents and citizens and investing in their training, as industry leaders, we can create a cohesive environment that not only fosters unity but also harmonises the concept and aligns with the core values of the entire hospitality group. It’s vital to cultivate talent from within the organisation, as it enables groups to create an army of brand ambassadors who champion growth and drive the success of each concept.
Amidst the mosaic of diverse locations and cultures, maintaining consistency in employee development and training programmes emerges as a pressing need to address the high turnover rates in the hospitality industry. According to a recent study published by the US Bureau of Labor Statistics, the turnover rate in the leisure and hospitality sector, encompassing accommodation and F&B, was approximately 75 percent.
While specific data on the turnover rate in the UAE’s hospitality industry is not readily available, it is commonly believed to be comparatively high. The relatively smaller size of the hospitality market in the UAE presents ample opportunities for targeted training requirements and the establishment of streamlined processes. By making these processes easily understandable and executable, organisations can enable multiple employees at every level to train others. This approach can make a compelling case for the powerful impact of employee training on overall employee satisfaction.
For us at Tashas Group, we have experienced a growth of 30 to 50 percent, largely attributed to the several openings we have had since the beginning of 2022. While minor adaptations may be necessary across regions, preserving our core principles and values remains indispensable in providing a consistent customer experience that transcends borders.
Enhancing employee development and training should be a crucial priority for any hospitality group aiming for growth and stability within the market it operates in. Drawing from personal experience and the successful implementation of a growth plan within Tashas Group, companies need to shift their focus towards providing employees with development opportunities while instilling a commitment to exceptional service standards.
Through the integration and consolidation of systems, valuable insights into customer preferences and satisfaction rates are obtained. This data allows us to refine our training programmes and cultivate a culture of continuous encouragement throughout the organisation. Moreover, by embracing mentorship and adopting a ‘train the trainer’ approach, we foster a supportive network that empowers each individual to reach new heights of success.
In the era of rapid technological advancement, we have harnessed the potential of technology to revolutionise employee development and training. By leveraging and integrating technology platforms, companies can ensure that training is accessible, personalised, and effective to facilitate immersive learning experiences. These tools empower management to understand customer preferences and curate more tailored experiences.
Some applications allow for monthly upskilling sessions tailored to each employee’s position and level. With bite-sized chapters and assessments, employees can enhance their skills and knowledge conveniently through their mobile devices. With the rise and integration of AI and VR into F&B, companies need to remain steadfast in preserving the human touch. This is what defines our industry, where personal connections form the cornerstone of memorable dining experiences.
Within Tashas Group, our commitment to employee development and training is further exemplified by our employee retention rate, which stands above 92 percent overall in the group. This statistic underscores the profound impact of prioritising the growth and well-being of our team members.
By investing in professional development, nurturing talents, and providing growth opportunities, hospitality leaders can foster a workplace where individuals thrive, loyalty flourishes, and lasting success is achieved. As leaders in this dynamic realm, we carry the responsibility of cultivating talent, inspiring greatness, and fostering an unwavering commitment to continuous improvement.
