IHG launches new web-based F&B training programme

InterContinental Hotels Group is rolling out a new online training programme for its food and beverage division.

Speaking to Hotelier Middle East, IHG vice president of food & beverage Asia, Middle East & Africa Phil Broad said explained: “Last year we tested a new online training programme, bespoke to each brand, which has had great results because it means we can do multilingual training. It’s very visual, we can really embed our standards in the operation and make sure the customers get what they expect, so that will be rolling out more and more across our portfolio globally.”

“Within Asia, Middle East and Africa we've got some 29,000 colleagues and to train them in those 800 outlets is a really big challenge, and we need to make sure that we get that consistency of people and that they deliver the relevant experience to the guest,” he added.

The video-based training programme is part of the group’s strategy to tailor the training programme to its Generation Y colleagues, who prefer to learn using technology.

“For us it’s really a new tool that looks after generation Y – they are looking for technology so they will be able to go on their smart phones and learn about food and beverage. They want to learn in their own time frame, and we can track when they are learning so we get reports about whether they've watched the videos or done the assessments, and we can see where the gaps of knowledge are,” said Broad.

According to Broad, the online training programme also offers flexibility to train people across various regions in different languages.

“Having a technology-based training programme means that we can tailor that to the vast number of people who work with us. I think by visually showing what the experience should be, it’s quite compelling. It’s created a culture of food and beverage and it’s an ongoing programme,” he said.
Broad also revealed that IHG is about to launch an internal website about food and beverage, which will help the F&B division focus on various elements of a meal, including lighting, environment, interacting with guests and meeting their expectations in various settings.

IHG currently has 137 hotels in its Asia, Middle East and Africa pipeline, which will add 200 restaurants to the group’s portfolio in the region.