Home » News » Blog » When great L&D practices within the Hospitality Industry leads to award-winning service!
Posted August 20th, 2019

Having spent time over the last year investigating training practices within the hospitality industry, it is no great surprise to me that the latest recipient of the Best Employer Award at the 2019 Cateys Awards, an event showcasing innovation across hotels, restaurants,  and bars, is The Grand Brighton Hotel.

Steeped in British history and standing centre stage on Brighton’s famous seafront since 1864, the elegant Grand Brighton hotel boasts over 200 luxurious rooms and conferencing facilities for over 800 guests.

The Grand Brighton Hotel

Employing approximately 250 full time staff, management at The Grand Brighton promote a holistic approach to nurturing talent and encourage their employees to map their own journey and progress in their careers internally.

In 2014, only 47% of The Grand Brighton’s staff had more than one year’s service and engagement stood at 82%. As of today, engagement levels have rocketed to 90% and now 70% of their staff have 12 months+ service, with one in 10 staff now having served a decade or more.

These stats are extremely encouraging as historically, hospitality businesses have suffered from a high turnover of staff, with retaining and attracting new staff proving the biggest challenge for L&D teams in UK hotels today.

When The Grand Brighton approached MicroLearn, it was immediately clear to me that they firmly believed their staff were at the heart of their success. They wanted to provide their busy employees with all the tools necessary for them to further their development and advance their career at their own pace, and the MicroLearn library of over 150 bite-sized eLearning modules matched their ambition because it allowed their staff to pick and choose training content across a variety of subject areas.

MicroLearn’s use of video also appealed to the business because the People team knew just how absorbing video can be for learners. With 96% of 18-24 year-olds watching YouTube and 5 billion YouTube videos being watched every day, the MicroLearn content is perfectly suited to the demographic of the hospitality industry.

Andi Hirons, People & Projects Manager at The Grand Brighton said, “MicroLearn’s platform hosts videos, infographics and case studies across various subject areas. This allows both the flexibility for managers to recommend the right solutions for their team who have a desire to progress, and the ability for employees to map their own journey, engaging and motivating them to take ownership of their own direction. This supports our culture where employees feel they can be themselves, be proud of their employment and believe that their career can progress without the need to move externally.”

I was fortunate to be invited to the hotel’s “Exceptional People Week”- held three times each year to celebrate the work of their exceptional staff. “Top up your Talent Day” was an integral part of this week, where the People team would re-introduce the MicroLearn content library and remind them of this valuable additional staff benefit.

MicroLearn at the Grand Brighton Hotel’s ‘Top up your Talent Day.’

Management at The Grand Brighton don’t tell employees that they “must” complete training, but instead, staff are shown how to access the content and enthused by what is available at their finger tips across a wide and growing range of topics.

The People team at The Grand Brighton are always seeking innovative and exciting ways to enhance staff engagement with their employee benefits. They promote certain eLearning courses to coincide with periods of national awareness (i.e. Wellbeing Week, World Mental Health Day, Anti-Slavery Day), and intelligently use MicroLearn’s Infographic posters and Fact Sheets to boost interest across the workforce.

41% of the workforce in the UK hotel sector are from outside the UK and as a result, language, communication and literacy skills are a vital part of employee training. The Grand encourage all their staff to develop these skills and urge employees who might struggle with certain proficiencies to use MicroLearn’s Literacy and Communication & Social Skills courses to their advantage.

The Grand Brighton treat their employees as individuals and want to give each and every person the maximum opportunity to progress their career. The development programs in place encourage entrepreneurial spirit, freedom and flexibility. As a result, the staff are happy, motivated and feel valued by the organisation.

To find out more about how MicroLearn can help support your employees development chat with the team today via hello@microlearn.com 

Anthony ML polo 01

Written by Anthony Edwards

Anthony joined MicroLearn in 2018 and has over 15 years’ experience in eLearning & classroom training sales. Anthony initially worked in the financial compliance and regulatory risk arena at Compliance Online before spending over 12 years within Business Development roles at Eukleia Training and Skillcast. Away from work he's a keen cook (a trained chef by profession) and always happy to get out on the golf course!

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