‘More important than ever’: Clermont Hotel Group on the benefits of hospitality training
Heather Harris, HR Director at Clermont Hotel Group, told Hotel Owner about the importance of investing in training and how this led to the creation of the group’s first training programme, The Academy
Can you tell us more about The Academy? How does it work? Is it open to everyone or, if there is a selection process, how does it work?
We have a dedicated space within The Tower hotel, which comprises a high-spec classroom and mock reception area, to provide a base for face-to-face learning, as well as an online app-based platform – Flow. The online platform – Flow – shows a list of ‘recommended for you’ courses – depending on the employee’s job role, and based on courses that other people in that role have completed. Managers also have access to employees’ dashboards, and they can drop courses into this recommended list.
New Starters undergo a 90-day induction period, with the first two days being spent in The Academy having inductions to the business, our values, and their role. Depending on their job role, there are a mix of mandatory and recommended training options. A number of courses are run in-house and aim to showcase different learning styles, how to coach people, health & safety, how to pour the perfect pint, etc. Additional learning includes podcasts and personal development e-learning courses – giving employees training resources that are easily accessible via mobile phone apps and online.
The Academy also delivers HR masterclasses, such as managing performance, managing absence and managing the onboarding period. And every new manager also goes through mandatory mental health awareness training, equipping them with the tools to have those conversations. There is also an option to take this further and complete a certificate.
Why was The Academy created? What’s the mission behind it?
We have 1,600+ employees spread across 17 hotel properties and our head office in London. We knew that as a dynamic organisation, we needed to do right by those employees, and give new recruits the strongest start possible. The Academy was born out of our ambition to deliver best-in-class hospitality training for our new and current employees, by providing a centralised hub of training and development for Clermont Hotel Group.
Can training help decrease the staff shortages that are currently affecting the sector and, in your opinion, could the recruitment crisis be one of the consequences stemming from the lack of adequate training?
In our view, training should support employees in their day-to-day role, as well as facilitate career progression. If an employee feels valued and supported by their company, engaged with the work they are doing, and have a clear pathway ahead of them by way of apprenticeships and other routes, then this helps to not only improve current employees’ experience but also helps with recruitment by enhancing the proposition as an employer.
What advantages can a hotelier get from providing training opportunities for its employees?
By investing in training, and providing extraordinary opportunities to employees, then we are able to help them feel valued, meaning they are more likely to stay with us and progress their careers. In turn, our guests are happy as the quality of service and experience is higher; they feel safe in the hands of a confident service team, who do all they can to go the extra mile.
And what advantages can an employee benefit from?
By paying close attention to employees’ training and development needs, they feel appreciated, have better internal relationships with their line managers, and are more effective in their roles. For example, we partner with accredited apprenticeship providers to offer nationally-recognised qualifications, covering all aspects of the business from Level 2 Production Chef to Level 7 Accountancy. The Academy aims to give every employee a clear route of progression, and the opportunity to constantly learn new skills.
What do you think about the ‘stigma’ surrounding a career in hospitality? Many people continue to see it as a ‘transitional’ career, or something that one could pick up with little skill. Would providing more training change the situation?
People enter hospitality for different reasons, and we want to lead the industry in being realistic about this, by offering employees a bespoke, tailored approach to training and development that fulfils their needs.
With all that’s happening in hospitality – from staff shortages to rising costs – it’s more important than ever to encourage more people to consider entering the industry. Hospitality jobs can be a real skill set for those looking for interim work, but they also present a huge opportunity to build a successful career, and at considerable pace.
The reality of how people approach working in hospitality is that while some head into it with the ambition of pursuing a long-lasting career, others simply see it as a stepping stone to something more. We feel that both of these approaches are valid, and the quality of the training we offer doesn’t differ between employees – so people are set up wherever they are going to go on their career journey.
