Personalized member service is a huge part of why members join clubs. While many clubs have turned an eye towards refreshing their food and beverage offerings to come more in line with current menu trends, a good meal cannot save bad service. On the other hand, great service can make a meal taste even BETTER.
According to the VAK Learning Styles Model, there are three types of learners: visual (65%), auditory (30%), and kinesthetic (5%). Everyone learns differently, so your training program needs to speak to each staff member – blended learning techniques tend to work better than using only one mode of training.
With varying and seasonal staffing levels, experts predict that those who embrace the growing number of new technology services available to them could benefit. Rather than replacing people, technology can free them from arduous tasks to enable them to focus on the members.
Many restaurants and clubs are moving away from dated learning management systems (LMS) in favor of combining training software and systems that tailor to the unique needs of the staff. They are offering online training, video training, and even virtual reality training to fully immerse employees in their brand culture. No matter their learning style, most people find it easier to retain information if the learning experience is enjoyable.
When it comes to online learning it’s important to keep lessons short and succinct. Restaurants and clubs are using micro-learning, a condensed, responsive delivery of information that helps employees meet learning objectives efficiently. Lessons are made up of short-term activities and generally kept at a maximum of 15 minutes. This makes it easy for employees to apply what they’ve learned on the job right away.
To ensure employees retain what they’ve learned, test them with short quizzes throughout their courses. To promote even more engagement, provide rewards for employees who complete their training on time or score a high score on the final exam. This may require an investment by the club to provide incentives and rewards. The investment is well worth is as everyone wants to feel that his or her work is worthwhile. Highlighting successes helps define the work experience as positive overall, and can motivate employees to continue performing well, thus creating a motivating work environment where employees thrive and member service is consistent.
“Reward and recognition are also key drivers in employee retention with public praise being a very powerful tool in retaining high achievers.” Phil Gannon, Group Goods and Bev Manager for Sydney Collective.
Most importantly, training shouldn’t be a “one and done” approach. Continual and ongoing training efforts, or daily coaching, are essential to constantly remind your employees of important food safety, operational, and brand standards.
The Change Group notes, “With there being less talent available, the hospitality sector will need to find resourceful ways to attract and retain skilled employees in 2018.” It believes that firms offering “flexibleWR1 working and better pay, as well as more tailored training and career development will be the ones to entice more people to work in hospitality.”
Many restaurants and clubs are offering innovative benefits, such as 401K matching programs, scholarships, and housing to attract and maintain long-term employees.
More opportunities for growth and promotion from within are also being provided, which serves the club well. Promotion from within reduces the amount of time it takes a new employee to acclimatize to your unique company culture and become a contributing member of the team, and it reduces hiring and training costs. These opportunities for growth and development make all the difference for employees looking to their futures, rather than just turning up day-by-day. It’s the difference between a job or a career.
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