Staff training faces cuts but 'must go on'

The economic downturn is an opportunity to improve, rather than shelve training schemes, according to training specialists from hotels and training institutions across the region.

Debating at Caterer Middle East’s monthly roundtable training experts warned that now is not the time to take the foot off the gas in regards to improving staff knowledge and service.

Radisson SAS, Dubai Deira Creek’s Fish Market senior manager, Yvetter Nicdao, said: “Now is actually the time to focus more on training, so that when business is back to normal we have well-trained staff in order to meet the demands of our guests.”

Nicdao added that staff at the Radisson SAS, Dubai Deira Creek, were continuing to participate in “a minimum of five hours training per week”.

Rotana area director of employee development Justine Ormandy, said: “Making a difference during difficult times comes down to the service.

“What are you going to do apart from offer better training programmes to your staff in order to give your customers better service?”

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BinHendi Enterprises group trainer and development manager Kazal Ahmed warned the Middle East hospitality industry should not follow the example of western hotel chains.

“Part of what happens in the west during a recession is human resources get cut, training gets cut and marketing gets cut,” commented Ahmed. 

“Our company president has a personal interest in making sure we are continuously developing our services for customers.”

Ahmed added, however, that it was important to ensure a return of investment from training schemes was visible at the company’s outlets.

“If we see that our customers are delighted with the service when they leave our restaurants, then that’s fine.”

International Institute of Modern Butlers chairman Steven Ferry asserted: “There is even more need to add quality of service to the mix through ongoing training.”

Despite cutbacks at some hotels Ferry noted that other properties have “had to move ahead with training because they are opening and have no alternative”.

“Times are definitely tight, but only the toughest and smartest survive,” he added.

For a full round-up from the roundtable see April’s issue of Caterer Middle East.