Upskilling and onboarding a nationwide hospitality team of over 14,000 is a tall order at the best of times. Even more so while preparing for our industry’s biggest reopening in living memory.
As Group Head of Learning & Development at Marston’s PLC, that’s been the brief for Jane Murray and her team since mid 2020. Among the most recognisable pub groups in the UK, Marston’s has now implemented the largest training rollout in its long history. One that puts customer experiences first, over and above everything else.
In our exclusive conversation hosted by Attensi Hospitality BD Director, Greg Hull, Jane shares why prioritising the quality of your guests’ experiences is key to long term success. And the necessary steps needed to make outstanding service standards a reality for your staff.
01:17 – What Marston’s put in place for hospitality’s biggest ever reopening.
06:09 – How Marston’s ensure consistency of service across all sites.
09:00 – What differentiates ‘good’ and ‘great’ customer experiences?
14:29 – Making guest experience your number one metric.
18:01 – What have been the key takeaways from lockdown?
21:41 – How to achieve more with fewer hospitality staff.
28:05 – The biggest opportunities to look forward to.
Jane Murray – Group Head of Learning & Development at Marston’s PLC
“Focus on what your guests want, what they care about, and prioritise doing those things brilliantly. Strip out any other unnecessary complications. If you have limited resources they must be focussed on the things that matter.”
“Demonstrate that hospitality is a really viable career choice, with huge opportunities to grow and develop… be a business that new employees want to work for.”
Attensi is the world’s leading gamified simulation training provider. Driven by the best of psychology, learning, and gaming, our solutions engage your staff with measurable impact on your KPIs.
How are you preparing your people for whatever comes next in hospitality?
❌ Group classrooms are not an option for the foreseeable future.
❌ Mentoring through video chat ties up your best people and removes them from where they are most effective.
❌ E-learning software is too linear, too restrictive, and does not engage like an interactive format should.
Find out today how gamified simulation training could empower your people with the skills to tackle the rest of 2021 and beyond, with impact on your business goals that you can showcase.