Company: Mandeville Hotel
Number of eMployees: 86

The Challenge
Following an extensive refurbishment, in 2005 the Mandeville Hotel was upgraded to become a four-star luxury establishment.

The company wanted to equip their heads of department with new management tools, enabling them to refresh their existing skills and knowledge and inspiring them to work together as a team in growing the business.
They were very keen to extend NVQ training in customer service and management to more people across all departments of the hotel.

And, because English is the second language (ESOL) for around 80 per cent of the hotel’s employees, they wanted to boost language skills.

The solution
A Train to Gain skills broker suggested:

• Institute of Leadership and Management (ILM) Level 3 management training for heads of department
• ILM Level 2 training for the managers, assistant managers and supervisors
• ESOL training to improve core skills

The Result
“Since we’ve started the training, there’s been a significant change in managerial approach and performance,” said Human Resources Manager, Emese Szanti. “We’re working much more effectively as a team. The training has inspired us to share ideas more and to be more creative in tackling challenges. We also have a better knowledge of the financial side of the business and how we can affect the revenue of the hotel through our job. Our people are definitely more enthusiastic and achieving more in their daily work. Train to Gain has re-energised our business.”

To date, eight employees have been assessed and completed the induction course for the NVQ Level 2 customer service course.

More than 40 people participated in the initial assessment for the opportunity to study English as a second language (ESOL), from all parts of the business.

More comment cards are being collected from guests and translated into service improvements. The average room rate has increased, which is having a knock-on effect on profitability. And Emese is introducing new HR procedures, including training and career plans, which she is confident will have a positive impact on recruitment and retention.