Tag: hospitality elearning

27 Jan 2023
restaurant training

Which type of restaurant training is most important for 2023?

Restaurants have been facing a hard time ever since the pandemic. Things have started looking up for them in the year 2022. But in 2023 they must focus on restaurant training to get the best business. Customers have started preferring Quick-Service Restaurants and now rely on them for dine-outs rather than fine dining. There is always a fear of Covid-19 getting resurged, which can be a problem. Hence, customers are now unwilling to spend on fine dining mode. This is so because of the increase in unemployment caused to the recession, which has led consumers to have lower spending power. But there are still guests who are willing to come to fine dining restaurants because they believe in the concept of luxurious dining rooms. The restaurant business is facing the current scenario now:

Impact of pandemic : Lesser use of humans

Now, fine dining consists of more automation than ever before. The restaurant owners can’t hire much labor due to a shortage of manpower. They now use kiosks to help the customers place orders rather than someone coming to their table to take the order. Due to Covid-19, many restaurants started adopting QR codes, menu apps, etc., eliminating the need for human waiters. Most restaurants have also removed many items from the tables, like the ketchup bottles, not to spread any infection and customers get the sachets from a counter.

The employees also feel relieved when their owners rely on robots because it means faster customer service. Robots are doing the checkouts, reducing the need for human managers.

Ongoing recession

More importantly, in the current year, economies all over the world are suffering from a recession. Hence even when the pandemic was there, the restaurants could still cope due to Delivery Apps. The restaurants could pass the buck charged by these delivery apps to the consumers. But in 2023, this won’t be possible because consumers are unwilling to pay so much due to the recession. Customers prefer to pick up the order or eat at the restaurant. That’s where restaurants have to work hard to give a reason to the customers to come and savor the meal at their place.

Use of Digital Marketing to attract Gen Z

The restaurants have to invest more in digital marketing due to attract customers. Moreover, they must also try to control labor costs by using technology and training the manpower to handle it. The restaurant service will have to become customer-centric to retain them. Restaurants can also use loyalty programs to ensure customers don’t choose a different option. The restaurant training hence needs to include the following characteristics:

  • Training people to use technology: In full-service restaurants, there is also a need to cut down on manpower due to the absence of labor. Hence it will be effective if the waiting staff has POS machines in their hands so that the customers pay the bill at the time of placing the order only. There will be no need for the waiter to visit the table again to present the bill and collect the payment. The service time of the customers will also be reduced because the waiters can help in the kitchen.
  • TechSavvy digital marketing: The restaurant training in 2023 will consist of digital marketing trends. The restaurants must have a mobile-based website so that customers can easily access it on their Smartphones and even place orders. Today, customers are using their Smartphones more than before. If a customer is not opting for a delivery, he should be able to make reservations on the phone. Your address should be easily located on Google Maps. If any celebrity visits your place or you have added something to the menu, it’s better to post it on Facebook to reach the largest number of customers. The Instagram page should include snaps of all your culinary delights.
  • Target the right customer: Personalization is also an important part of finding the right customer. You can send a customer birthday and anniversary emails, so he chooses your diner for his birthday treat.The occasion can be even made more special for him with a discount voucher.

Using an email list for target based marketing is important. When segmentation is used, you can ensure that specific emails are sent to certain customers only. For example, a kid celebrating his birthday in your restaurant should be sent to someone who has a child of similar age. Influencer marketing should also be a part of restaurant training so that the staff knows how to treat the influencers with a huge following after they are invited to the place to write a review. 

To wrap it all:

Restaurant training is not easy now because apart from providing the customers with impeccable service, the owners also need to ensure that the customer leaves positive reviews on websites.

If therein is a negative review, ensure that the customer is helped at the right me so that he holds no grudge against the company. We live in an age of digital literacy, and any unfavorable experience is posted on the internet.

15 Dec 2021
training

How can the hospitality industry avoid fines through training? 

The hospitality industry is undergoing a revolutionary phase. The customer legislation is changing all the time and the rules have hardened due to the pandemic.

The hotels have no option but to turn to LMS for training staff on a large scale.

They need hotel staff to be properly trained to ensure that they can cope with changes such as food safety and don’t land the company into any compliance issues.

When a hospitality LMS has been implemented, the hotels can track the progress made by employees in training. Using a cloud-based LMS ensures that the company can keep a record of all the employees who have completed a certain course. Such records can be useful when an audit happens. Hence, e-learning and LMS have to be enforced by hotel owners due to the following reasons:

How to ensure cleanliness at hotels?

The hotels can face violations when they don’t follow protocol. It’s because stay at hotels has to be eased by these organizations. For that, there must be proper signage in the hotel for all kinds of facilities including Food and Beverage areas, administrative areas, etc. They also need to label the bins properly so that the organic and recyclable wastes are discarded properly by the hotel staff. In the past, the hotels have been fined for organic trash thrown into a trash can. An NYC hotel had been fined an exorbitant amount of 750 US dollars for each strawberry top found in the recycled bin instead of the organics (garbage).

The New York government has imposed rules in August 2017 as per which the hotel establishments have to separate recyclable waste (including paper cartons, cardboard, metal, and glass) from garbage(leftover foodstuffs and plastic film and wraps) which can’t be recycled.

As per this, then the staff must ensure that the waste streams of garbage and recyclables are put into differently labeled containers.

Customized experiences for customers:

Moreover, businesses need to provide training to the hospitality staff to ensure that the customers get an unparalleled experience. The customers have to be given privileges such as free Wi-Fi. So the business management needs to have an understanding of customers.

The Millennial generation only takes the likeliness to a brand when they are rewarded for it. For example, many hotels have implemented frequent user programs to ensure that the guests who stay there are rewarded. A hotel loyalty program makes sure guests are given ample benefits when they have chosen them repeatedly for their stay.

So, the guests are given discounts on hotel tariffs. When the repeat customers know that they are eligible for such benefits, they will make bookings directly rather than involving a third-party agent like a travel website, saving you money on commissions.

Any discriminatory behavior of the hotel owner:

If a person is ousted from the restaurant, then he is entitled to receive compensation.

Also, innkeepers may deny residence to any guest whom they don’t consider appropriate, provided the former is not violating any DEI rules. The hotel owners/innkeepers have to be cautious about this rule because when they are sued for such discriminatory behavior, their reputation can go downhill. The laws apply to business establishments of every kind like restaurants too, which can’t deny services based on any of the factors mentioned above.

In Colorado, in 2018, a baker denied his services to a gay couple who wanted a cake for their wedding. However the baker Jack Phillips was saved because he was an orthodox Christian who believed that the union of a gay couple is against his religious faith.

However, since 2020 because of the decision by the Supreme Court, the LGBTQ community also can’t be denied service in any restaurant, hotel, theater, daycare center, gas station, and doctor’s office as per the amendments to Civil Rights Act 1964(Title VII). The hotel owners can’t deny anybody the right to accommodation because of the latter’s skin color, sexuality, national origin, and race as per this Act.

Property loss:

An innkeeper is responsible for any loss of property suffered by his guests unless the former can prove that the losses were caused by a natural accident, and he had no fault. If the inn has defective conditions due to which any loss of property occurs then the hotel owner/innkeeper is responsible for them.

An innkeeper is also responsible for the damage caused to the guest’s goods when they are transferred from his automobile to the inn/hotel. Even when the goods of the guest are transposed back to the automobile for excursions, the innkeeper and his employees are responsible for their safety.

Better customer experience:

E-learning is also important for hotel management to ensure that they get different versions of the website created for customers from different countries. This provides them with personalized experiences.

It is the job of the hotel management to ensure that the guests are having a personalized experience depending on the purpose of their stay. It’s because according to the reason for a vacation, the customers can be offered some free services like couples’ spas. The reason can be inferred from the time someone checks into the hotel. For example, a honeymooning couple can check in the middle of the week.

With a hotel management system, such a property can save data about customers like their birthdays, marriage anniversaries, and user experience which can be accessed at any branch of the hotel. But again the hospitality staff needs the training to use such software.

 

 

04 Oct 2021
hospitality elearning

How can hospitality elearning bring a dramatic change to this business?

Hospitality elearning has become quite important in the context of India. This is because Indian tourism has seen an increase.

Many states have started allowing international and domestic tourists to stay there, but they have imposed constraints owing to the pandemic. Hence the hotel staff must see that such restrictions are followed. For example, Rajasthan has only allowed excursions to its monuments 4 days a week excluding Monday and Friday.

On top of it in this state, the hotel authorities who arrange tourist guides for such tourists must know that the visitors cannot visit any place in larger groups including more than 5 members. The visitors also have to pre-schedule their bookings with hotels and can’t be granted a stay at the spur of the moment.

Hospitality elearning includes topics about which employees get perplexed like how much alcohol to serve etc.

The pandemic has strained the hospitality sector because there are not many workers. Hence whatever labor pool the restaurants have been left with needs to be trained on how to use digital resources for communication with customers.

All the points of communication with customers, whether a store, a mobile app, or on the web provide you with ideas, of their needs. For example, apps store data about the payments methods used by customers which enables them to place faster orders and make quick payments. When the option of debit card is shown to them, they can just enter the CVV and get on with the order.

Hence, the pandemic has changed the hospitality scenario completely. These are the following kinds of restaurants that can improve their services through hospitality elearning:

Quick Service Restaurants(QSR)

Customers prefer the takeaway mode now. Nobody wants to sit and dine in a restaurant due to social distancing. The Quick service restaurants are highly popular because they serve their meals quickly and hence guests don’t have to wait long. These restaurants don’t offer expensive dishes hence are preferred by many customers. Often, their menus don’t have a lot of items also. These kinds of restaurants are booming in modern times when women don’t get much time to cook due to their jobs.

Hence eating out has become a necessity instead of a luxury. But the hotel staff needs to be given proper training in hospitality elearning. The USP of these restaurants is that they offer standardized food which has quick preparation times. So the employees need to be trained in preparing such food so that the fast operations of such restaurants are not disrupted.

The employees need to be trained about the cooking times, and after that, it needs to be served in time. Hence, the managers need to keep track of the cooking and service times by checking kitchen display data, drive-thru sensors and POS, etc.

These restaurants can also offer loyalty programs to encourage customers to buy from them.

These programs ensure that customers get freebies making them more attached to the brand because it’s tending to their needs.

Casual Dining Restaurants

Casual dining is also another thriving restaurant segment because the economy has seen a boom. This is because of the rise in the economy and double-income households. However, the millennials don’t like casual dining because they are diet-conscious and want faster cooking and service times.

The casual diners are now reducing their rates, and their servers are polite. They need to provide hospitality elearning on how to please guests. Often, such restaurants are preferred due to the presence of bars, again an area where hospitality elearning is required.

As compared to the older times, these restaurants have toned down their décor to cut down on expenses and yet offer customers diverse menu choices.

Fine Dining Restaurants

Fine dining which offered ala-carte menus also had to make changes in tandem with other restaurants. Now, their menus are not as elaborate as they used to be. But they still have exquisite décor due to which customers get attracted. Hence, the managers and the servers in these restaurants need hospitality elearning about handling tables through collecting data about them. They can then deliver personalized guest experiences by individual data collection about tables through software. The best part about them is that they have an extensive range of hard drinks and they can attain perfection with hospitality elearning to provide guests with a perfect visit.

27 Aug 2021
compliance training

How post-Covid compliance training is important in the UK hospitality sector?

Compliance training is important in the hospitality industry because employees have to be compulsorily trained.

But some businesses find it expensive, despite knowing that the penalties for not imparting such training can be high.

Classroom training can’t be used for delivering such training because otherwise if all the employees can’t attend such sessions, it can cost the company exorbitantly to arrange another session for them. The company has to rebook the space which might not be easily available.

But with automated hospitality compliance training, things become quite easy because you can assign courses to employees. Their progress in completing such courses can be recorded and they can be issued certificates when they score well in assessments. If you feel that an employee’s certification has expired and he needs to be trained again, that again be arranged too.

Importance of the hospitality sector in the UK

The hospitality sector in the UK is hugely contributing to the incomes of a lot of people, which is approximately 3 million UK residents. It also contributes to the tourism sector of this country when the foreign tourists stay, here. The British Hospitality Association is responsible for handling the 1,80,000 businesses which are a part of this industry.

Covid-19 rules for restaurants

In July 2020 there was a set of rules advocated for those hospitality businesses which were set to open from July 4th. There was a restriction on the number of people gathered inside the restaurant which could not be more than 30. There was also a prohibition on the issuance of licenses by local authorities for large events in hotels, which had a possibility of large people convening them. These rules were a part of the guidance for England and Wales issued by Her Majesty’s government.

It is important to make sure that all the customers who want to make dining reservations at the hotel are informed about the social distancing arrangements beforehand either via the website, or phone which necessitated compliance training. 

Compliance training required post-pandemic

When customers are placed at a venue, there should be a proper distance between them. Those waiting outside the venue must have proper space between them. Every means should be used to avoid congestion like customers not overcrowding outside the restrooms. There should not be congestion at the counter with customers waiting to make payments. The payment machines could be brought to customer tables to avoid any congestion at the counter. Signage and visual aids can also be used to inform customers about social distancing inside a restaurant.

UK Government rules for international passengers

The UK government has also prescribed some rules for international tourists coming from countries such as India, which are considered to be danger zones. Earlier, India was in the red zone countries and its passengers traveling to the UK, although fully vaccinated were subjected to compulsory 10-day quarantine in the UK hotels before being allowed free movement in this country. But this rule does not apply to Indian travelers anymore as India has been moved from the red to amber zone countries. The same has happened for other countries such as Bahrain, Qatar, and UAE. These changes came into effect on 8th August at 4 am.

But since these countries, including India, are in the amber zone now, they have to appear for a Covid-19 test, 3 days before leaving the country. After they arrive in the UK, there is a compulsory quarantine for them at their UK home or any other place of residence for 10 days. They again have to appear for Covid-19 tests on days 2nd and 8th of this 10 days home quarantine period. So, through e-learning, the hotel staff must be made aware of all these compliance training issues before allowing tourists a stay in UK hotels. For those Indian residents who are less than 18 years of age and have been CoviShield vaccinated, the need for home quarantine doesn’t apply. Also, they need to take only one Covid-19 test on day 2 of their arrival in the UK. The UK hotels must know that travelers from the red zone countries who must have compulsory hotel quarantine have to pay more in terms of tariffs at 2,285 pounds. This has been done to discourage travelers from these countries.

12 Aug 2021
hospitality e-learning

How can hospitality e-learning ensure a safe resumption for hotels?

Hotels all over the world are seeing a rush right now. The main aim of hotels is to please the customers, which is important for customer retention. Hence hospitality e-learning is quite important for such hotels. Through such elearning, the hotels can train their staff in different aspects of treating customers like F&B, Customer Focus, etc.

Elearning companies in the US can ensure that you can get the hospitality e-learning courses that can be tailored to suit the needs of your specific customers or you can buy readymade courses for them.

Hospitality e-learning is crucial for hotel employees because there is always a change in legislation.

For example, FDA has introduced some rules for the hotels trying to open up after lockdown as follows:

  • The premises of the hotel must be properly ventilated because the pandemic spreads through the air. The windows should be open as much as possible.
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  • The ventilation facilities in the hotel should be working properly like air ducts so that guests have no trouble breathing. Also, there should not be any accumulation of molds on the inside of such ducts.
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  • Pest control measures should also be followed for stopping the growth of the virus.
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  • All the places in the hotel like the toilets should be sanitized
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  • The hotel employees also have to be trained on proper hygiene measures which include that they should wash their hands with soap for 20 seconds. Washing hands has been made mandatory after using a bathroom, before eating, and after sneezing. All these rules can be taught to employees through hospitality elearning.
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  • It’s important to maintain hygiene practices such as refraining from touching door knobs while closing the restroom door. There should be paper towels present in the bathroom for touching doorknobs.
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  • There should also be the placement of hand sanitizers at different locations in the restaurant so that both employees and customers can use them. Such hand sanitizers can be placed at the reception or in the washing room. Alcohol must be present in such sanitizers at least 60%
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  • Since the pandemic has such a high risk of spreading the utensils should be sanitized too. Hence FDA has introduced a regulation as per which the sanitizer must also be used in a dishwasher to disinfect the utensils.
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  • The FDA also requires that the salt, ketchup, and spice holders are washed and sanitized after each party of guests is served. Apart from them, seat covers and table clothes should also be washed and disinfected.

 
Employee practices:

  • There should also be the provision of personal protective equipment in hotels. The employees should be wearing face masks or PPEs while serving food. The employees should change them after a shift and they should be washed.
  • If an employee is being absent from the work more than expected there should be plans to deal with the same. The employee should only be allowed to resume work after such absenteeism after a blood test has been done.

 
Fire prevention measures:

  • Since the hotels were closed during the lockdown, it’s important to check that after reopening the utilities are functional including electricity, gas, and lighting. Fire prevention measures should be followed like posting the layout on every floor.

This layout should be memorized by the hotel staff so that they can guide the visitors in case a fire breaks out. Here also, hospitality e-learning is useful because the hotel staff can be made to see the layout through 3D glasses.

  • The managers should also check whether the exits are working properly and if there are no obstacles. Also, the signage to exits should be working so that they can be recognized easily.

 
Hospitality e-learning is also inevitable because employees can miss the important moments of training when it’s conducted face-to-face. It is because the employees use public transport to commute and may arrive late for training sessions. Also, it’s tough to provide the training to employees who can’t attend due to their hectic work schedules.

So, hospitality e-learning is perfect for Hotel employees to teach them how to behave in a post-Covid scenario.

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He was a German psychologist who is known for discovering the forgetting curve. According to this curve, the biggest decline in memory happens within 20 minutes, and then 1 hour.