Elevating excellence: Accessing comprehensive hospitality training
"Staff interacting with guests must be knowledgeable, empowered to take responsibility, and trusted by their management," Dr Erwin Losekoot, Edith Cowan University.
In any industry, ensuring you and your staff have up-to-date skills, and knowledge of current industry best practice and standards, is essential.
Given the fast pace and dynamic nature of the hospitality sector, ongoing training for all staff should be prioritised. With guest satisfaction paramount and essential for your business’s longevity, investing in training for your staff could be the difference between a good guest experience, and a great one.
Professional development and training can help build skills and keep employees up to date. More than this, professional development can help build confidence, keep team members motivated, and allow staff to discover new passions or be exposed to new opportunities.
A range of training options is available in the hospitality sector. Staff could undertake short in-house training sessions which might span a few hours or several days. These could be delivered by a senior member of staff or a visiting representative from head office. Training can be companywide or targeted at small groups for specialised skill development. The food and beverage, or housekeeping teams, for example, could be offered specialised training sessions.
TAFE or university courses might be suited to staff looking to upgrade their skills significantly. For training and study to be effective, make sure staff can balance their study and work commitments, and ensure extra staff are rostered on to cover those engaged in training activities.
Cultivating leadership skills is important for your business and the whole industry. Leadership and management training can help ensure the next generation of industry leaders is ready to take the reins.
Empowering hospitality professionals through education: Insights from Dr Erwin Losekoot, Edith Cowan University
With over 25 years of experience in hospitality management training, Dr Erwin Losekoot has witnessed firsthand the industry’s rapid transformation. A senior lecturer in hospitality management at Perth’s Edith Cowan University (ECU), he believes that comprehensive training programs are more crucial than ever in ensuring staff can consistently deliver outstanding service.
Dr Erwin-Losekoot @stephenheathphotography
“In today’s climate, people are increasingly conscious about where and how they spend their money,” Dr Losekoot explains. “This means hospitality staff interacting with guests must be knowledgeable, empowered to take responsibility, and trusted by their management to make the right decisions.”
Hospitality professionals can pursue further study at various stages in their careers. “Some of our students are high school graduates, others come via TAFE with direct entry into university, and many return to study after working in the industry,” he says. “Most importantly, before enrolling their staff in training, employees should match the course to their current skill level, career goals, and the operational needs of the business.”
Practical experience matters
Real-world experience is a cornerstone of effective training. Work placements and internships provide staff with hands-on skills while offering businesses the chance to identify future stars.
“Collaborations with industry partners play a key role in helping students secure employment—sometimes even before they’ve completed their studies,” Dr Losekoot says. He adds that students already working in the industry benefit from applying their academic learnings in real time. “We encourage them to step back from the day-to-day and think critically: ‘How could this work better? What can I contribute?’”
Skills, attitude, and continuous growth
While technical knowledge is important, Dr Losekoot emphasises the value of interpersonal skills and attitude. “Guests may arrive tired, jet-lagged, or hungry. More than technical ability, it’s the capacity to relate to guests, understand diverse needs, and work cohesively in a team that sets great hospitality staff apart,” he says.
A professional attitude and a willingness to learn are essential. “If you come in prepared, with the right mindset and a clear idea of your goals, training can provide the competitive edge needed to succeed.”
Given the constantly evolving nature of the sector, Dr Losekoot advocates for continuous professional development (CPD). “There are always new concepts and innovations emerging in hospitality. Staying up to date is vital for managers and frontline staff alike.”
To make CPD effective, he recommends working with staff to create tailored development plans that outline areas for growth, career aspirations, and any knowledge gaps. These plans should include clear learning goals, timeframes, and details of relevant courses or qualifications.
Pathways to leadership
Even experienced staff benefit from upskilling. “Many of our postgraduate students already have a degree and substantial industry experience,” Dr Losekoot notes. “They’re looking to fast-track into leadership roles or prepare to start their own business.”
Equally, newcomers to the sector may require training tailored to their background. Identifying transferable skills from other industries and building on them while teaching the fundamentals of hospitality can ease the transition.
“People often move into hospitality because their previous career didn’t satisfy them or because they’re energised by the dynamic nature of our industry,” Dr Losekoot adds.
Bottom line
Investing in comprehensive hospitality training—whether for new recruits or seasoned professionals—ensures your team is confident, capable, and ready to provide memorable guest experiences. As Dr Losekoot concludes, “Training not only builds individual capability, it also strengthens your entire organisation.”
