Training: Key to quality, employee loyalty and retention

Training:  Key to quality, employee loyalty and retention https://wahospitality.org/wp-content/uploads/2019/08/training.jpg

By Paul Schlienz

 

You can’t have hospitality without customer service, and you can’t have customer service without training.

“Our customers expect us to be top notch,” said Jerry Lynch, general manager of Spokane’s N. Division Street Arby’s. “For us to be able to deliver on a promise at Arby’s of high-quality food, we have to train all the time, especially our top people, because they set the standards on the floor every minute of the day.”

Lynch is not the only hospitality operator who understands the value in investing in employees through training.

“It’s common sense,” said Donny Bocksch, owner of Papa Murphy’s Take ‘n’ Bake Pizza outlets in Grays Harbor and Thurston counties. “The more you invest in your employees, the more productive they will be, but also, the more loyal they will be.”

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