Whether you’ve become a full-time manager or you’re just started dabbling in management, the Training Manager is one of the most important jobs in a restaurant or hospitality business. 

If you’ve fallen in love with the training aspect, helping new hires become efficient in their positions, and it’s what makes you come alive – then becoming a Hospitality Training Manager might be the next step in your career! 

Here are some tips on what you should do to get there. 

When it comes to evaluating your business based around metrics, it’s easy to see metrics based around sales, marketing input vs output and even to see performance based metrics around initiatives you roll out to your teams.

But evaluating customer service metrics are a little more difficult because it seems that they are tied to more of a philosophy vs actual measurable metrics.

You could be thinking to yourself, it’s easier for larger companies to be able to track metrics because they have software to track these metrics, and they have people focused on this. But we all have the power to evaluate the impact customer service has on your business.

Here are some metrics that you can use today, to start measuring the impact your customer service has on your hospitality business. 

When I first started working in the hospitality industry, I was given a manual and the trainer never opened it once. The person who trained me wasn’t even certified. She was just someone that the manager instructed and said to me, “Andrew is going to shadow you for the day” and she looked at me, looked at the manager, back at me and said, “Don’t get in my way”.  

With a giant *gulp*, I shadowed her and simply watched as she worked - for the whole eight hours. When it was my turn to be a server, I was making mistakes left and right. My manager pulled me aside and asked why I was making these simple mistakes. I told them that’s what I observed, and that's what was being shown to me.

Although I didn’t know it at the time, that was my first lesson in creating a training program.