How to Conduct a Hospitality Skills Assessment

As we move closer and closer to 2020’s forecasted skills shortage, conducting a hospitality skills assessment is a sure fire way to interview and assess candidates for your venue or to upskill your current staff. It also offers an opportunity to standardise your operation from the front of house through to the back.

A hospitality skills assessment can support in: Interviewing talent and onboarding supremely engaged employees, in additon to raising customer service standards, improving relationships, and in turn profitability.

So how does one carry this out? First, an assessment should have your business and brand values in mind so you can tailor your message to ensure you attract the type of people you desire. 

With the rise of social media, online brand awareness, and what current employees value, the hospitality industry is changing. You should be adapting with it and striving to be one step ahead. When you conduct an assessment, you should also have a plan of what your goals are, and these expectations should be transparent.

So, what exactly does that look like? Let us break it down for you.

 

Know your employees

Make a point to get to know who you are employing. Are you aware that Millennials likely make up more than half of your team? Along with the skills shortage, it is predicted that Millennials will continue to grow until they make up 75% of the workforce by 2020 (TIME). That’s a lot. So, what do they look for in the workplace? We’ve done our research and have narrowed down the top three:

1. Opportunities for career growth.

2. Competitive wages.

3. Training and development opportunities.

Keeping Millennials in mind will help in attracting, retaining, and engaging the bulk of the workforce. Compared to previous generations, Millennials expect more from their employers.

They want to be stimulated in the workplace. Having a challenge and room for growth is an integral part of what keep them engaged. Without this, most workers will move on to the next opportunity. Ultimately, keeping your employees in mind will enforce a more satisfied and productive team.


Have a plan

What are the skills that you’re focusing on? Do you operate a fine dining or a casual restaurant? A small bar? Whatever your business, have a clear vision of what basic skills your staff should posses.

These specifications could include type of service, guest expectations, and business values. Keep in mind that all your staff should have superior knowledge of your business, brand, and service level. This means that your front of house, and back of house should all be delivered the same message during onboarding. Believe us, it will pay off.

Employees that receive standadised training under this model feel proud of their knowledge, their craft, and consequently express a heightened sense of value and empowerment. In turn, communication and relationships will improve, employer loyalty will inflate, and this kind of groundwork will produce top-notch results, including less employee turnover.

Set expectations

Having clear expectations of your goals and being transparent around them will help your staff, your guests, and your business to practice a consistent and standardised service level.  

Consider that a hospitality skills assessment can be used in the interview process to assess technical skills, personality, presentation, and culture match. The assessment can also be designed as a refresher to existing staff, or as a form of training to learn the basics.
Which of these are you looking to offer? 

If you need help in the creation process, please reach out. BENCHMARQUE provides ongoing hospitality skills assessments and upskilling.

 

Skills Assessment & Training

About the author BENCHMARQUE

Articles published by us are intended to inspire 100,000 people to join the hospitality industry before 2020. We produce content to support professional growth opportunities while providing hospitality operators valuable guidance and solutions to help lead their venues through the skills challenges expected across the hospitality and events industries both in Australia and abroad. Ask us how you can help the industry achieve this target.

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