Hospitality skills development: How to train, retain, and upskill your team
The hospitality industry is currently grappling with a triple threat of rising guest expectations, persistent staff turnover, and widening skill gaps that requires a rethink of hospitality skills development.
Today's guests aren't just looking for a service. They want shareable, memorable experiences. They want more personalisation. And they want exceptional service.
This puts immense pressure on a venues facing a constant revolving door of new hires and departures. It’s a cycle that is draining morale and costing businesses thousands in recruitment. This persistent churn has also created significant skill gaps. New employees often lack the emotional intelligence and strategic problem-solving abilities needed to truly excel in modern service.
In this article, we explain how you can train, retain and upskill hospitality staff that can help you counter the current threats facing the industry. We’ll explore strategies that will help you to improve performance, reduce churn, and lift team capability across your venues.
What is hospitality skills development, and why does it matter?
Hospitality skills development is about building a culture where every team member is empowered with the capabilities they need to thrive. It encompasses a continuous, intentional process of building a full range of competencies. It moves beyond simple compliance to focus on a continuous, intentional process of building deep technical skills and essential soft skills.
In an industry facing rapid change and widening capability gaps, this investment is crucial. Relying on compliance-only training leaves your team unprepared to handle the nuances of modern guest expectations. A holistic approach to skills development ensures your staff are not only fully compliant, but also highly efficient and effective. It also helps boost your employee efficiency, reduce turnover and build commitment to the role and the vision of the business. With training pathways covering more than just the hard skills, you can give your teams the soft skills to help elevate the guest experience, and give your business a significant competitive edge.
This guide is designed to serve as a comprehensive blueprint for your hospitality skills development, detailing how to build genuine capability at every level of your team.
This will cover eight key areas:
- Core competencies for high performing hospitality teams
- Role-based skills that drive performance
- Manager capability: your most overlooked advantage
- Onboarding: get it right from day one
- Learning that works in the real world
- Compliance training that builds real capacity
- Career growth and cross training
- Tracking progress and proving impact
Explore Allara Global’s hospitality training solutions.
1. Core competencies for high-performing hospitality teams
Before a team member can master the art of the perfect espresso or the nuances of table service, they need a solid foundation of compliance and customer service behaviours. This should be coupled with training in vital soft skills and cover communication skills, emotional intelligence, problem solving, teamwork, adaptability and resilience and professionalism.
Each position in a hospitality business, however, plays their own unique role in driving performance and requires specialised training.
For example, front-of-house staff, such as servers and hosts, are the face of the business. Their training should focus on customer service excellence, including soft skills like empathy, communication, and problem-solving, which directly impact guest satisfaction and repeat business.
Bartenders will require their own specialised training around not only how to set up the bar, beverage knowledge and compliance, but how to build rapport, communicate effectively with customers and offer exceptional service.
Back-of-house staff, including chefs and kitchen crew, require training centered on technical proficiency, such as culinary techniques, food safety, and efficiency to ensure consistent, high-quality output and reduce waste. They too benefit from soft skills training on teamwork, communication and conflict resolution.
Managers require training in leadership, financial management, and team development. But a fully skilled manager should be able to do more than just oversee operations. Their leadership can inspire their team and improve the performance of others. It's key to enable them to act as mentors, encourage a continuous learning environment and foster a positive work setting. They set the tone for the team and productivity across the entire staff.
By taking a role-specific approach you can ensure that every team member has the precise skills needed to excel in their unique function, contributing to the venue's overall success.
Related links
2. Role-based skills that drive performance
When foundational competencies are in place, a great hospitality skills development strategy breaks down training into specific, role-based modules.
This ensures that every team member gets exactly the knowledge they need to excel in their unique position. A one-size-fits-all approach to training fails because the must-have skills for a bartender are fundamentally different from those of a waitstaff or a duty manager. By focusing on operational training in hospitality that is modular and scalable, you can provide targeted content that directly impacts a team member's performance and confidence.
Must have skills for:
Bartenders
- Technical skills: Bartenders should get a good introduction with an Introduction to Bar Operations to understand food and beverage operations standards and procedures as well as inventory, finance and service operations. Raise the bar with Advanced Bartender Skills like developing a cocktail menu, managing wastage and the bartender’s sequence of service.
- Service skills: Bartenders also need modular scalable training approaches that cover the service realities for the venue. For instance, bartenders may need to understand Fundamental Cocktail Techniques, as well as knowledge on different spirits and liqueurs. They may also need more advanced training in specific beverage categories.
- Bartenders will also need additional training around intoxication and drink spiking to support the essential collection of compliance courses with licensing and safety regulations.
- Soft skills: Bartenders also need the required soft skills to elevate their service. Understanding the "sequence of service," being an effective communicator and building rapport with customers are key to delivering exceptional guest experiences.
Waitstaff
- Technical skills. Waitstaff need technical skills in setting and clearing up tables, as well as serving skills.
- Soft skills: Waitstaff training is heavily focused on the guest experience and they will need to create memorable dining experiences. Training should cover practical Customer Service Essentials that teach how to connect with customers, fulfil customer needs and exceed expectations to deal with complaints and conflict. Floor Service Skills courses will cover key principles of quality customer service, effective communication and how to build rapport.
Duty managers
- Technical skills: Technical skills should cover point-of-sale systems, inventory management, financial management, event management, managing shifts, as well as information technology skills. Allara Global’s Improve Business Operations covers the key operational areas.
- Soft skills: Soft skills for duty managers should cover communication, leadership and customer service. Training should look at developing managers’ emotional intelligence, communication and Build Effective Relationships. Courses should also cover how to Lead a Team, drive high performance while balancing the team’s wellbeing. They should also be able to mentor and develop team members.
Venue leads
Related links:
- How to train a bartender
- How to Build a High-Performing Bar Team
3. Manager capability. Your most overlooked advantage
Manager development is arguably the most powerful tool a hospitality business has to drive long-term success. As explored in the blog post Manager Capability in Hospitality: The Most Overlooked Advantage, managers are the linchpin of an operation; their capabilities directly impact the entire team and are a key factor in shaping the venue's culture, upholding its standards, and improving staff retention.
Managers are the primary shapers of a team’s culture. Their behaviours—from how they handle conflict to how they celebrate success—set the tone for the entire workplace. A well-developed manager fosters a culture of respect, trust, and psychological safety, which leads to a more collaborative and engaged team.
A manager's capability is directly linked to operational excellence. They are responsible for translating high-level brand standards into daily actions. A trained manager ensures consistency in service delivery, attention to detail, and quality control, guaranteeing that every guest receives a high-quality experience every time.
Employees don’t leave companies; they leave managers. A manager's ability to support, mentor, and recognise their team is the most significant factor in an employee's decision to stay. As is their ability to communicate effectively, resolve conflict and build rapport. Investing in manager development can reduce staff turnover and save the business thousands in recruitment and training costs.
Investing in managers means equipping them with practical, day-to-day leadership behaviours that make a real difference.
There are four key areas that are essential:
Lead yourself
Build self-awareness, manage stress and time and model the right behaviours.
Lead communications
Brief clearly, listen actively, give timely feedback and resolve conflict.
Lead a team
Set expectations, coach on the floor, delegate well, recognise performance.
Lead business operations
Maintain standards, ensure compliance, read the numbers, act on insights.
For more insight, the blog post How to Build Better Leaders in Hospitality dives into more detail around the crucial skills managers need.
Related links:
- Manager Capability in Hospitality
- How to Build Better Leaders in Hospitality
4. How to get onboarding right from day one
Getting onboarding right from day one is one of the most critical steps in building a high-performing hospitality team. Onboarding shouldn’t be seen as an administrative chore. Instead it should be seen as a vital operational and retention tool.
It is the first and most important opportunity to set a new employee up for success. You want to ensure that these initial touchpoints offer a great first impression. In your onboarding materials you have a chance to embed your brand's unique culture and values, and secure their commitment to your venue right from the start.
By creating a well-structured onboarding process, you can build confidence and a sense of belonging for new hires. It should be more than just tick boxing, data dumping, compliance training and a uniform. Instead, onboarding should have a clear pathway for the first few days. This will help manage the anxiety levels of the new start and set them up for success.
It also shows them that you value them.
Consider using a blend of learning methods for onboarding:
- eLearning modules: Use digital, self-paced courses for foundational knowledge like company history, brand values, and standard operating procedures. This frees up managers and senior staff to focus on hands-on training.
- Dynamic videos: Create short, engaging videos that demonstrate key tasks, from making a signature cocktail to handling a point-of-sale system. This is far more effective than a verbal explanation.
- Practical, hands-on training: Pair new hires with a dedicated mentor or trainer for their first few shifts. This allows them to practice new skills with real-time feedback and ask questions in a supportive environment. But try to avoid the 'Shadow Shift' trap where new hires are just passed to more senior team members and expected to ‘learn the ropes’ by watching, without any other form of learning. This does nothing to establish the vision or mission of the business and new hires will learn what to do and not why to do it.
- Checklists and quizzes: Use digital checklists to ensure all essential steps are covered and short quizzes to confirm they've retained critical information. This knowledge checker gives both you and the new employee a clear benchmark of their progress.
Related links:
5. Learning that works in the real world
The most effective training isn't just about what you teach, but how you teach it. In hospitality, where every minute is valuable, a training program must be agile and practical. This means moving beyond long, static manuals and embracing mobile-first, short modules that fit seamlessly into a busy workday.
Short modules
A study conducted at Surrey Business School in the UK found that shorter lectures and learning in short bursts were much better for recall. Spaced learning students learned 20% more than those doing traditional learning.
By using short modules content, team members can complete effective training on the go, during a quiet moment in a shift, or from home. This approach respects their time and boosts engagement, ensuring that learning is a continuous part of their professional life, not a dreaded one-off event.
Microlearning
The human brain retains information better in short, focused bursts. Instead of a two-hour lecture, training is delivered in bite-sized modules (e.g., 5-minute videos or interactive quizzes).
Just-in-time learning
Just-in-time (JIT) learning is a method of training that provides employees with the exact information they need, at the precise moment they need it. It’s completely different to the traditional, long-form training model, that may have involved sitting in a classroom and booked months ago. Instead, JIT delivers bite-sized, on-demand content that is immediately relevant to a task at hand.
In hospitality, JIT learning is especially beneficial because it helps staff refresh their memory on a specific skill. Skills that they may want to brush up on before a shift. This could be making a complex cocktail or handling a difficult customer complaint. Not only can this type of training help reduce errors, but it can also boost confidence on the job. Your employees don’t need to try and recall information from a training session that may have taken place weeks ago
Memory science
Memory science looks at how we store, record and retrieve information. Techniques include using mnemonics, quizzes, scenario-based learning and even mindfulness to help recall and retrieve information. In hospitality training, these techniques can help embed vital knowledge from cocktail recipes to conflict resolution. When employees are able to recall information their confidence grows and their self belief.
Related links:
- How Memory Science is Reshaping Frontline Training
- The Rise of Performance Nudges in Hospitality
6. Compliance training that builds real capability
Compliance is often seen as a box ticking exercise. A tedious activity that you just have to get through. But when reframed and delivered effectively, it becomes a capability enabler. It acts as the foundation for exceptional service, genuine safety, and a truly inclusive workplace. A strong understanding of compliance will empower your team to deliver a confident and seamless guest experience.
Compliance as a foundation for service
Your team will be able to focus on the customer once they are fully confident in their compliance knowledge. It removes the worry about making a mistake. Instead they can focus on delivering great customer service.
For example, a staff member who is highly knowledgeable about food safety can confidently answer a guest's questions about allergens or dietary restrictions, building trust and ensuring a safe, enjoyable meal. Similarly, a thorough understanding of Responsible Service of Alcohol (RSA) will give staff confidence in handling minors, intoxicated individuals and the legal obligations. Staff trained in RSA can handle difficult situations with poise, providing a responsible and professional experience for everyone
Allara Global’s Respect@Work training helps employees meet all their legal requirements as well as creating an inclusive culture. These short courses are built for impact and equip staff and leaders to be able to enact policy.
Commitment to safety
Beyond legal protection, compliance builds a culture of genuine care for both guests and employees. Rigorous food safety protocols, for instance, are not just about passing an audit; they are about preventing illness and protecting the well-being of every person who walks through your door. Likewise, a deep understanding of WHS (Workplace Health and Safety) creates a safe environment for your staff, reducing the risk of injury and demonstrating that you are committed to their welfare. This commitment, in turn, fosters loyalty and reduces staff turnover.
Building an inclusive workplace
Training on anti-discrimination is fundamental to creating a welcoming and respectful environment for everyone. Employees should understand the importance of diversity and have the required skills to address and prevent discrimination. This has the benefit of ensuring that every guest and every team member feels valued and respected. This commitment to inclusivity will make you more attractive to talent and your own staff.
Related links:
7. Career growth and cross-training
In hospitality, motivating and retaining talent hinges on a clear, visible career pathway. Employees are far more likely to stay with a venue when they can see a roadmap for their future, understanding what skills and experience they need to progress. This transparency provides them with a sense of purpose and a compelling reason to commit to the business for the long term.
However, development doesn't always have to mean promotion. Modern career growth also includes horizontal growth, which is about acquiring a variety of skills to become a more versatile and well-rounded professional. For example, a dedicated server could be trained on wine pairings or a front desk team member could learn event coordination. This skill variety combats job boredom and makes an employee more valuable to the business, while providing them with a greater sense of mastery and achievement.
Crucially, the delivery of this training must resonate with today's workforce. Gen Z learners, in particular, expect and respond to engaging, short-form content. They want the agility and visual learning style of TikTok, not outdated training manuals. By delivering career growth opportunities through mobile-first, bite-sized modules, you make development accessible and appealing to the modern employee, ensuring they remain motivated and loyal to your brand.
Related links:
- Career Growth in Hospitality
- Gen Z Learners Want TikTok, Not Training Manuals
8. Tracking progress and proving impact
To prove the impact of training, you need to track progress. Focus on measurable outcomes and link them to the training. That way you can demonstrate the effectiveness of the training investment.
To measure skill confidence, use pre/post measurement to track your team's confidence levels. Before a training module, survey staff on their confidence in a specific skill (e.g., "How confident are you in de-escalating a guest complaint?"). After the training and some on-the-job practice, survey them again to see if their confidence has increased.
Is there noticeable improvement in guest feedback? If you are training on soft skills like empathy and communication you’ll want to correlate the impact with improved guest feedback. Track changes in your guest satisfaction scores (e.g., via online reviews or internal surveys) after your team completes a relevant training program.
For training focused on sales skills, the proof is in the numbers. Use a pre/post measurement approach to track key sales metrics. For example, measure your average check size before and after a team completes an upselling course to calculate the return on investment (ROI).
Retention is one of the most powerful metrics. A well-trained and supported team is more likely to stay. Track staff retention rates for employees who complete specific training pathways compared to those who don't.
Manager feedback can also provide insight. Implement a structured feedback loop where managers report on how the training is impacting their team's on-the-job performance and culture. This anecdotal evidence complements your data and provides a richer picture of the training's effectiveness.
ROI tracking
Ultimately, you need to tie your training investment to financial results. Track key metrics like reduced recruitment costs (due to lower turnover) and increased revenue (due to upselling or improved service). When you can show a clear return on investment, training moves from an expense to a core business strategy.
Related links:
- 7 Hospitality Training Gaps That Are Costing You Money
- What Makes Hospitality Staff Training Effective?
Moving beyond outdated training and building a modern hospitality skills development program is the key to unlocking your business's full potential. It's the difference between merely surviving and truly thriving in a competitive market. Ultimately, a strategic approach to operational training in hospitality is your most powerful tool for building a more capable, engaged, and loyal workforce.
Ready to transform your team and secure your competitive advantage?
Get in contact with the Allara Global team today to find out how our library of online courses tailored towards hospitality can assist you in managing the upskilling of your staff.