Solutions to the Hospitality Skills Gap · Rec Supervisor Rec Manager D= Development B= Broadening B –Be awareof monthly/weekly figures and understand how to achieve them B –Have

Solutions to the Hospitality Skills Gap

Samantha Wilson-Croft

HR and Training Manager

Twr y Felin Hotel Roch Castle Penrhiw Priory

Our Challenges

Twr y Felin Hotel | Roch Castle | Penrhiw Priory

Vision Mission Aims Values

TWR Y FELIN HOTEL | ROCH CASTLE | PENRHIW St Davids | Pembrokeshire | Wales

VALUES

• Attention to Detail

• Pride and Passion

• The Sunshine

• Positivity

• Flexibility

CODE OF CONDUCTA few of the “Golden Rules”:• A training / development plan is in place for each employee• Job rotation and cross training regularly takes place• Work-life balance is part of daily life• All roles are advertised internally and internal candidates are given the opportunity to apply for

new roles• Everyone is treated with respect• Key personnel are encouraged to build relationships with local schools, colleges and universities

and support them in promoting the hospitality industry as a reputable career choice• Third party safeguarding / employee assistance support is available to all.• Mental health, human trafficking and modern slavery awareness is available to all

Sep-19 Oct-19 Nov-19 Dec-19 Jan-20 Feb-20 Mar-20 Apr-20 May-20 Jun-20 Jul-20

Welsh in the Workplace (via Pemb College) Thur 26th

Communication Skills Thur 23rd

Sign Langauage Training (With Sandra) Thur 21st

Fire and Legionella Awareness Training Thur 12th

Mental Health Awareness (With Able-Futures) Wed 22nd

Health and Safety MH, H&S Thur 20th

Time Mangement Wed 18th

First Aid Training Wed 21st

Discrimination and Equality Tue 19th

TBA - Tell me your ideas Wed 17th

TBA - Tell me your ideas Thur 9th

RETREATS GROUP YEARLY TRAINING CHART

Reception Team Progression Chart

Rec Team Leader

B – Effectively managebudgets and help drive the

revenue

B – To be able to source new business and have

excellent relationships with customers and supplier

B – Be working towardsManagers Qualification

COMPETENT

D – To have the knowledge and experience to carry out

effective Yield Management

D – Set rates and be able toput together packages

D – Tweak rates on a daily basis

D - Attend meetings and be confident in offering

suggestions for improvement

D – Be able to completeeffective rotas in a timely

fashion

Receptionist

Rec Supervisor

Rec Manager

D= DevelopmentB= Broadening

B – Be aware of monthly/weekly figures and understand how to

achieve them

B – Have the confidence to help to carry out

Receptionist interviews

B – Be able to tweak Rates

B – Be working towards aTeam Leader Qualification

COMPETENT

D - Knowledge of figures weekly and monthly and

targets

D – Be able to complete the Rota effectively

D- Be able to solve complex banking issues

D – Have extensive knowledge of the back of

house on PMS

B – Know how to open and close dates on system

B - Good local knowledge

B - Dealing with customerfeedback

COMPETENT

D - Knowledge of all three properties

D - Basic knowledge of PMS

D - Good customer service and Warm Welsh Welcome

D -Basic reception process knowledge

B – Have a good understanding of the PMS

B – Have the knowledge to set min nights

B – Be working towards orhold a Customer Service

Qualification

COMPETENT

D – Be able to solve banking issues

D – Improved local knowledge, including attendance on tours

D – Provide excellentcustomer service

D –Train New starters

62% Female

Happy Colleagues

Happy Guests

Successful Business=+

National Average Team Turnover RGL Team Turnover

30%

6%

Sam Wilson-Croft | [email protected]

Diolch yn Fawr Iawn!