Aiming for excellence? Without staff investment and training you could be waiting a while, says Emma Boynton, head of sales and marketing at imago
Does an athlete become a gold medallist without training? The short answer is, No. And it’s the same for the staff at any meeting or events venue. They won’t achieve the highest levels of customer care without investment in their training.
In the meetings and events industry, aiming for excellence is key to a venue’s success. But without a strong team who are experts in their field there is no chance. A venue’s employees are its frontline and the engine that keeps the business making money and moving forward. From the cleaners to the directors, everyone plays their part so isn’t it obvious that investment in staff training should be vital for any business?
Staff cannot be expected to be masters of their trade without essential guidance and training in the areas in which they operate. One member of a team may well be talented when it comes to administration but what if their customer service isn’t up to scratch? There is always room to learn and improve in other areas but venues must lead the way and support staff.
For example, The Investors in People framework is embedded into imago’s people management culture and as part of this we invest nearly £30,000 a year on staff training. As a result we are able to reap the benefits.
With 90% repeat business levels, internal staff promotions and multiple awards, imago has seen a measurable return on the investment we make in this area. But would we have seen similar results without it? Absolutely not and we wouldn’t expect too.
For any venue or hotel, staff excellence is a necessity. They are the face of the company and the first point of call for customers but without strong investment in training there is a risk of staff not meeting the standards set or expected of them. Training ensures they can manage any situation they are faced with and can exceed customer expectations leaving them happy and coming back time and time again.
If the senior management of any venue or hotel asked their staff what they wanted from their job or how it could be improved, they would probably find that training and ‘bettering themselves’ would be a common answer. A good employee will be eager to improve and have the opportunity to climb that ladder. Without training a job can become just that, a job, rather than a career where they can prosper.
Promoting internally, reducing staff turnover and creating a winning team ethic should be targets for any business. A business is nothing without its staff and by giving them a chance to shine you might just start achieving that desired excellence.