Industry Skills and Workforce Development STEPHEN LONG Industry Skills and Workforce Development Manager
As we move into the end of 2017 let’s take a look at some of the Programs we have been working on.
THA Great Customer Experience Program The Program has been running on a full time basis now for almost 12 months and we have been able to move 616 venues into program status. That looks like a pretty good figure but what sits behind it and where do we want the Program to go. Program Realities Venue Engagement The information provided for venues has 3 main sources – social media, a diagnostic analysis and a presentation to managers and staff. All this information informs the final outcomes for each venue – training and information generally. Not all venues participate fully or even in part: • It is a voluntary intervention. • Venues are difficult to pin down due to pressures of business, location, staffing levels and interest. • Venues don’t undertake the 3 streams of analysis – some simply don’t need a presentation, some don’t want one.
The following table shows the status of all venues in the Program. In short terms we have: Venues being prepared for entry into Program - 204 Venues awaiting contact from Contractors - 70 Venues who are waiting on Diagnostics - 29 Venues waiting on presentations - 67 Venues waiting on finalisation action - 26 Venues being finalised - 106 Venues finalised - 116 Total - 616
The Seal of Approval and Training Outcomes The presentation of a Seal of Approval (SoA) was originally based around a full program participation and consideration of the full scope of findings from social media, the diagnostic and presentation results – as it turns out an ambitious process that few venues have managed through. Consideration is given for every venue once we have established where they will fit into the program, or not. For instance, venues like The Henry Jones Art Hotel, Saffire, Islington Hotel, The Glass House and Zero Davey Boutique Apartments all rate very highly in social media analysis and are very well known – they don’t really need help as they have process, reputation and practices in hand. Why should they not get the SoA? The customers have spoken and it’s about the customer after all. For some others, we have awarded the SoA with social media and diagnostic as the guide, some we have given SoA only if they agree to participate in training – it’s horses for courses. Program Development, Outcome Enhancement The Program continues to develop and is linked with other THA Workforce Plan Outcomes, the logical next step is the introduction of an Employee Relations linkage.
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Hospitality Review
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