Skills and Training

Training, workshops and sharing information with others in the industry will help you gain skills in planning and delivering visitor experiences that benefit businesses, employees and customers.

Benefits of Training your Staff

Starting a new job or moving from one job to another can be very daunting, particularly if people feel they don’t have the skills they need to do the job or haven’t received the right training.

In our industry, it’s difficult to hide a lack of skills. Customers form an impression from their initial interaction with their first point of contact, such as making a booking, placing an order, asking directions and so on…..and first impressions are lasting ones. Everyone has a story to tell about their ‘bad’ experiences.

Staff who are experienced, knowledgeable and passionate about the job they do, not only add to the visitor experience but to their employer’s bottom line. They also feel that they’ve made a real connection with their customer and that they’ve done a good job that reflects well on them.

Skill development, training and product knowledge are essential ingredients to doing a good job and should be seen as an investment rather than a cost. A budget allocation should be included in the annual business plan, no matter how big or small is the business.

* Matt Casey from The Henry Jones Art Hotel explains the value of having well trained staff who understand every aspect of the business and how they can make the difference to a guest’s stay regardless of the role they have.

Training comes in many forms, such as short courses, accredited training that leads to a qualification and most importantly – on the job. This can be practical and interactive and is usually delivered by the operator, through a ‘buddy’ or work mate, supervisor or job coach.

Consider talking to a Registered Training Organisation (RTO) about the type of training you need – whether it’s a short course, skill

development or a full qualification.

Visit our section on Training Providers to find out more. Note that this is not an exhaustive list of Tourism and Hospitality training providers and you should find the right provider for your needs but check out these providers to see what is on offer.

Training Improves Your Bottom Line

Training can improve your businesses bottom line.

Increased productivity

The National Centre for Vocational Education and Research (NCVER) has undertaken research that shows that successful training focused on supporting your business objectives - including enhancing the visitor experience – increases productivity while training takes place.

Staff who receive structured training can be 230% more productive than untrained colleagues who are working in the same role. Source: Smith A., 2001, NCVER (National Centre for Vocational Research Ltd.

Gerald Ellis, the Managing Director of Meadowbank Winery describes the importance of ensuring that your staff are trained on only in food service skills but also can tell stories about the product and the service.

Staff training can result in:

• Higher labour productivity
• Increased business output
• Opening a greater share of the market
• Expanding the market by improving products, services and reputations.

Staff retention

Training increases staff retention, a significant cost saving given that the loss of one competent person can be the equivalent of one year's pay and benefits.

In some companies, relevant training has reduced staff turnover by 70 per cent.

Training that meets both staff and employer needs can increase the quality and flexibility of a business’s services by fostering:

• Accuracy and efficiency
• Good work safety practices
• Better customer service.

Ongoing training almost always shows a positive return on investment.

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