Front-office managers get training in excellence
Exceptional employees at UK hotel group Guoman and Thistle have graduated from the group’s first excellence training program, designed to provide high-level training and development for front-office managers.
The course has finished its first year, with seven managers graduating. Each one had to undertake a demanding nomination process, presentation and interview in order to be selected for the course.
The program involved modules in recruitment, finance, revenue, sales and marketing, leadership, coaching and information technology. The students were also reviewed at a monthly meeting, with individual goals set, and after three months each student was assigned a mentor.
The graduates celebrated their success at an award ceremony at The Royal Horseguards Hotel, London. Guests were given an individual presentation by each graduate, revealing personal achievements and future goals.
Sacha James, who runs the academy, recently received an Acorn Award for outstanding achievement in hospitality. She said: “This is the first year Guoman and Thistle Hotels has run such an intensive, high-level internal training program specifically for front-office managers. It is important that the company’s level of service be consistent throughout each hotel, but also that we recognize really talented individuals and nurture them into advocates of the brands.”
In addition to the one-year front-office training program, Guoman and Thistle Hotels continues to offer a two-week intensive induction course for all new front-office staff.
Meanwhile, training and HR consultancy Masaterclass is providing management training to UK family-owned hotel Brend Hotel Group.
Like many hoteliers, Brend Hotels needs to improve the skills of its supervisors, retain its good people by investing in their professional development, and further define and secure a career path for them by providing strong reasons to stay with the firm.
“It takes a lot of hard work and dedication to maintain our three and four-star ratings across the eleven-hotel group,” said Peter Brend, senior director. “Masterclass will continue to work with us to replicate this individualized, bespoke training across the group. Because the program Masterclass devised for us delivers on its objectives, providing significant value, it is welcomed by everyone, at all levels throughout the organization.”
The first management-development program initiated for Brend was at Saunton Sands. Trainees learned how to refine a host of skills, including time management and negotiation. Other sessions for staff will be at the ten other Brend Hotel Group properties.
Andrew Mosedale, personnel manager, attributes the program’s success to the Masterclass trainers’ ability to understand all aspects of the hospitality industry. As a result, they can tailor the required training elements to specific nuances about their business operations and unique challenges facing the hoteliers.
Nigel Alphonso, who heads the hospitality-industry department at Masterclass,said: “What we are able to provide for Brend Hotels is management training specific to the group’s corporate mission, business values and high hospitality-service standards. The result will be a significantly improved and differentiated offering to Brend’s clientele, which distinguishes it from competitors.”
Peter Brend commented: “There is fierce competition as more Britons and Europeans enjoy increased levels of disposable income for leisure activities. As competing hotel groups begin to offer similar features at their properties– spa facilities, golfing and the like – it is the unique quality of a property’s service that distinguishes one from others. Having excellent managers means that we can offer an excellent level of customer care.”
