p46-47 front feat oct10 7/10/08 17:58 Page 46
knowledge training
ttglive.com
Employee development
Staff training rated
‘absolutely pivotal’
As a recent survey reveals the importance that job seekers attach to an organisation’s
commitment to training, Olivia Hemmings talks to three companies whose investment
in their staff is resulting in higher productivity, increased profits and better staff retention
F
or some job hunters, salary is the What proportion of your company’s Barnfather, head of learning and development
main consideration, while for others staff receive training each year? for Thomas Cook holiday and central. He
it is flexible working hours or even says well-trained staff are “absolutely
2
location. However, one prospect that pivotal” in the company’s success.
unites 90% of travel industry job seekers is Phil says that the skills, knowledge and
All staff
the promise of training and development,
19
understanding that comes with training also
according to a survey by Abta and People 1st, increase organisational performance, such
Most staff
the sector skills council for the hospitality, as sales and service delivery targets, as well43
leisure travel and tourism industries.
Some staff
as employee satisfaction.
And it is easy to understand why. For the Elinor adds that it’s important that staff
None
applicant, a company’s commitment to staff
36
can see how they add value and that the
training and development means a likely business is interested in investing in them.
Source: Abta and People 1st
improvement in their performance, leading She says programmes such as Stars help
to progression up the career ladder. delivered throughout the season and staff ensure staff stay within the business and are
What is surprising, therefore, is that train- are presented with a range of development promoted from within.
ing is provided only by 43% of employers to opportunities, including Stars, the Senior “Staff retention is one benefit of our
all their staff each year, by 36% to most em- Training and Recognition Scheme. training scheme,” she explains.
ployees and by 19% to some. Two per cent of This training initiative has career It also helps Cook with succession
the survey’s respondents said they provided progression at its core. Split into three levels, planning, when people move up or out of
no training or ongoing development at all. the scheme aims to train up frontline staff to one area of the business and into another.
But three companies that do make first-line management, then second-line
significant investment in staff training – management and finally resort management
and are reaping the rewards – are Thomas level, using rigorous training courses.
BALES WORLDWIDE.
Cook, Bales Worldwide and STA. Employees who successfully complete all What training is available?
three levels can then consider the Overseas Susan Rock, inhouse training coordinator at
Management Development Programme Bales, gives new sales employees six to eight
THOMAS COOK.
(OMDP) if they wish to learn about the wider weeks of dedicated one-to-one training.
What training is available? Thomas Cook business. First, new sales and operational staff are
At Thomas Cook, overseas resorts staff are For this programme, managers attend introduced to the company’s written
given training from day one. Before departing courses in the UK and complete operational standards and its brochures. They are then
the UK, they attend an eight-day residential and management modules. Operational taught about the reservations system Galileo,
induction to be taught the basic skills and modules teach managers about yield man- airline contracts and how to make quotes
behaviours they need to be a company agement and explain the commercial factors and take bookings. By the end of the course,
representative. Once in resort, they receive driving the business. The management and the trainees are taking calls and doing the
up to 12 on-the-job training days before leadership modules look at the individual’s job under supervision.
becoming a fully-fledged rep. management style and personality and assess Bales also places a great deal of importance
But training doesn’t stop there. Elinor what impact they have on their leadership. on the need for ongoing development of its
Carr, learning and development manager for staff through product and sales training.
Thomas Cook holiday division, says it offers Why does Cook invest in training? Product training involves at least two
overseas resort staff a clear progression path. “We’re a people business. We put them at overseas trips every year for sales staff to
In fact, regular training sessions are the top of our agenda,” explains Phil gain in-depth knowledge of the destinations.
46 10.10.2008
Page 1  |  Page 2  |  Page 3  |  Page 4  |  Page 5  |  Page 6  |  Page 7  |  Page 8  |  Page 9  |  Page 10  |  Page 11  |  Page 12  |  Page 13  |  Page 14  |  Page 15  |  Page 16  |  Page 17  |  Page 18  |  Page 19  |  Page 20  |  Page 21  |  Page 22  |  Page 23  |  Page 24  |  Page 25  |  Page 26  |  Page 27  |  Page 28  |  Page 29  |  Page 30  |  Page 31  |  Page 32  |  Page 33  |  Page 34  |  Page 35  |  Page 36  |  Page 37  |  Page 38  |  Page 39  |  Page 40  |  Page 41  |  Page 42  |  Page 43  |  Page 44  |  Page 45  |  Page 46  |  Page 47  |  Page 48  |  Page 49  |  Page 50  |  Page 51  |  Page 52  |  Page 53  |  Page 54  |  Page 55  |  Page 56  |  Page 57  |  Page 58  |  Page 59  |  Page 60  |  Page 61  |  Page 62  |  Page 63  |  Page 64  |  Page 65  |  Page 66  |  Page 67  |  Page 68  |  Page 69  |  Page 70  |  Page 71  |  Page 72  |  Page 73  |  Page 74  |  Page 75  |  Page 76  |  Page 77  |  Page 78  |  Page 79  |  Page 80  |  Page 81  |  Page 82  |  Page 83  |  Page 84  |  Page 85  |  Page 86  |  Page 87  |  Page 88