BII Chairman Pender: "While the leadership is changing, the BII aim remains the same"

As I’m sure the majority of you will have noticed, there are big changes afoot at the British Institute of Innkeeping (BII), as we say goodbye and good luck to current chief executive Tim Hulme and welcome Mike Clist, in a newly created part-time managing director position from April.

While the leadership is changing, the BII aim remains the same; to be the voice of the individual and help them grow their business; protect it from changes in industry, customer habits or legislation; and help them develop as a manager, chef or business owner.

Key to this is helping those in the licensed hospitality sector raise professional standards and, through this, attract and retain great talent. A dedicated training programme and clear career path will encourage those in the industry to commit to a long-term future in the Great British Pub.

Recent stats from the Association of Licensed Multiple Retailers found that per-employee investment in training has fallen by nearly 50% in the last year, which will not help pubs build dedicated, motivated and engaged teams. With an apprenticeship levy coming to help fund an increase in the number of apprentices in the UK to three million, and to help employers choose and pay for training, it’s more important than ever to get your house in order.

I know that with all the pressures of running a pub business, particularly as we prepare for the implementation of the National Living Wage and the pubs code, training staff can seem very low down the list of priorities.

However, the impact training can have on your operation shouldn’t be underplayed; well-trained teams provide a better service to customers, which can lead to increased sales and return visits, marking you out from the competition. Put staff first; offer them great training and they will feel confident and enjoy their job more.

Not only will this be clear to customers but it will encourage staff to view their work as more than just a way to make money to fund their university life, and reduce the expense of staff churn.

With regard to content, focus on customer service, up-selling and product knowledge. These are areas that can visibly impact on your sales. Why not work with other pubs in your area to organise an interactive training workshop to share your respective strengths and weaknesses?

We can certainly help too — while the BIIAB does not do training itself, it is uniquely placed to design and administer qualifications that are perfectly suited to those in our industry and can work with members to determine the very best solution for their needs.