What is required of the Owner and Management of Business Premises, especially Hotels and Restaurants
By Abdul Moalim. Hospitality Training Consultant & Founder of Martisoor Group
Employees are the backbone of any business, and their Training and Developments are crucial for your business's advancement
The primary objective of the business owner is to gain profit, reputation, and status from their business.
To achieve these aspirations, there are many issues the owner needs to understand, first and foremost being the value of their employees to the business, including selection, training, and retention.
As we know that a person blessed by God can build tall skyscrapers and fill them with expensive goods, but what truly brings reputation and profit to the business is a dedicated and well-supported Employee.
Employees are the core of the business and the mirror through which customers perceive the preparedness (in terms of resources and investment) of the management and the owner. Therefore, employees are the eyes of the owner and management to the customers they serve. This makes it essential for the Owner and Management to invest time and resources in providing continuous training to their employees. This ensures they can meet the service and needs of the customers who come to the business, and that staff acquire the skills necessary to build trust and resolve customer complaints.
Employees training consists of Communication skills (when speaking to customers on the phone or in person), Professional employee appearance and presentation (when your team are in front of customers), and how your team can be prepared for any pressure or question that may come from customers.
The business chain of: Employees ~ Customers ~ Owner: reflects the interconnectedness and how the progress and happiness of each one is linked to the success of the others. The first step is to prioritize the cares (while they are at work) and increasing their knowledge of the work they do. This requires continuous training to keep up with the constant changes in businesses and the Global Tourism Organizations.
Gaining your employee’s trust is not solely dependent on the financial resources provided; more important are respect, trust, and showing them the value they hold for the business, always reminding them that they are the backbone of the business. Retaining long-serving staff builds confidence for both customers and new team members.
Similarly, having Employee Incentive Programs (such as recognizing your team when they perform their work efficiently, sharing in the business's annual profit, etc.) plays a significant role in making your staff feel a sense of ownership in the business they work for.
It is also necessary for the business to have written policies (which employee can always access and read) that make it easy for team, should they have any complaints in any area, to be able to submit their complaints. This is important for the Owner and Senior Management, as it allows them to easily monitor the general situation of the business, as staff are the most vital part of their operation.
Another aspect of employee development is first ensuring your team understand the information and value carried by the products you sell in your business (such as the different hotel rooms, the various food items). Employee should not just be people who take food from one place and deliver it to another, but they should be people who know how the food they sell tastes, what it is made of, when it was prepared, the experience of the person who prepared and cooked it, and they should even be able to explain why that food is the best in the business. In this way, staff can become involved in advising and making decisions on matters related to the business.
Martisoor Group offers professional training in customer service skills, designed to build confident, skilled staff for hotels, restaurants, and other business establishments.
Hospitality is more than just a job, it’s a profession built on trust, respect, and excellent service. With the right training, you can stand out from others, both as a business and as an individual, skillfully reach your aspirations, and open doors to new opportunities.
Abdul Moalim is the Founder and CEO of Martisoor Group, with more than 36 years of distinguished experience in hospitality management and hospitality education. Throughout his career, he has successfully led operations, developed high-performing teams, and contributed to shaping the next generation of industry professionals through teaching and mentorship.
Recognized for his visionary leadership and commitment to excellence, Abdul has received numerous accolades, including the Exceptional Leadership Award. His expertise spans operational management, strategic planning, leadership development, and hospitality training.
Use the link below to arrange training for your team and management.
👉 Get Your Custom Online Training Quote Today
Explore our courses and start your journey today.
👉 Join Our Hospitality Training “The Institute”.
👉 Subscribe Here: For Monthly Newsletters & Training