inspirational skills legacy booklet - People 1st

an inspirationalSkillslegacyNew DESIGNSFOR BROCHURE

IntroductionCreating aninspirational legacyOurs is a growth industry. Thesector footprint that People 1stnow supports across hospitality,passenger transport, travel andtourism, covers ten percentof all jobs in the UK with anadditional 132,000 workersrequired every year until 2017.Collectively, we will be at the forefront of welcoming andlooking after visitors as the UK hosts a series of worldclasssporting and cultural events over the next five years.This presents an enormous opportunity for the industry.At the same time, government recognises our sectoras one that could truly help tackle the challenges facedin the UK around high unemployment, social mobility,a low skills base and the need to focus on sustainablegrowth.This means that we have never had a better opportunityto overcome the challenges of skills shortages in oursector, but to do so it will take a significant effort fromemployers, government, industry bodies and trainingproviders, working as one for the benefit of current andfuture generations.This will also create the opportunity to improveperceptions of the industry – an ambition we all share– to attract and retain talented people and give ourcustomers a warm welcome and fantastic service.People 1st has been awarded new funding of over£9 million over two years to focus on facilitating sixkey project streams that will make a difference. Weparticularly call on our industry employers – those withthe influence, energy and commitment – to work with uson delivery to ensure these programmes have the mostpositive impact and pass on a skills legacy for which wecan all be proud.This brochure details how you can be involved – pleaseshare it within your organisation and embrace theopportunity to develop the motivated and talentedworkforce that will sustain all our businesses in thelong-term and ensure we maximise our contributionto the future prosperity of the UK.David FairhurstChairman, People 1stwww.people1st.co.uk | 3

The Strategy - six key project streams The Strategy - six key project streamsSIxKeyprojectstreams1November Helping unemployed 2011people into workLorem ipsum dolorsit amet, consecteturadipiscing elit. Praesenta sapien purus, sit ametdignissim mi. Phaselluseu eros et tellus ornareegestas non quis mauris.Donec neque mi,fermentum vestibulumrhoncus eu, egestas eu libero. Suspendissein ligula non dui congue ullamcorper vitae4February Improving20125March Increasing2012businesscustomer serviceinvestment in skillsLorem ipsum dolorsit amet, consecteturadipiscing elit. Praesenta sapien purus, sit ametdignissim mi. Phaselluseu eros et tellus ornareegestas non quis mauris.Donec neque mi,fermentum vestibulumrhoncus eu, egestas eu libero. Suspendissein ligula non dui congue ullamcorper vitaeLorem ipsum dolorsit amet, consecteturadipiscing elit. Praesenta sapien purus, sit ametdignissim mi. Phaselluseu eros et tellus ornareegestas non quis mauris.Donec neque mi,fermentum vestibulumrhoncus eu, egestas eu libero. Suspendissein ligula non dui congue ullamcorper vitae2December Accelerating 2011 social January Professionalising 2012mobilityLorem ipsum dolorsit amet, consecteturadipiscing elit. Praesenta sapien purus, sit ametdignissim mi. Phaselluseu eros et tellus ornareegestas non quis mauris.Donec neque mi,fermentum vestibulumrhoncus eu, egestas eu libero. Suspendissein ligula non dui congue ullamcorper vitae3 the workforceLorem ipsum dolorsit amet, consecteturadipiscing elit. Praesenta sapien purus, sit ametdignissim mi. Phaselluseu eros et tellus ornareegestas non quis mauris.Donec neque mi,fermentum vestibulumrhoncus eu, egestas eu libero. Suspendissein ligula non dui congue ullamcorper vitae6Establishing April 2012 theHospitality GuildLorem ipsum dolorsit amet, consecteturadipiscing elit. Praesenta sapien purus, sit ametdignissim mi. Phaselluseu eros et tellus ornareegestas non quis mauris.Donec neque mi,fermentum vestibulumrhoncus eu, egestas eu libero. Suspendissein ligula non dui congue ullamcorper vitaeThe StrategyOur recent successful bids to receive newgovernment funding focused on the delivery ofsix key project streams. The delivery programmeswithin each stream are practical and results-focused,based on research with employers and partners andselected for the strong performance seen in theirrespective pilot stages. The funding will allow People1st to put the necessary resources behind them toensure the strongest chance of success and benefitto employers.4 | www.people1st.co.ukwww.people1st.co.uk | 5

The Strategy - six key project streams The Strategy - six key project streamsNearly one in five young people in the UK are either unemployed or not in full-timeeducation. There are huge disparities in education levels where, in certain regions,more than a quarter of the adult population has no qualifications. Many employersare over-reliant on migrant and transient workers and finding it hard to recruit peoplewith the right skills.1Helping unemployedpeople into workRoadmap to successWe are raising the standard of pre-employment training andexpanding the Employment 1st training programme, designed byemployers to provide the essential skills for someone entering ourindustry, into the passenger transport sector to deliver a nationalstandard across our footprint.We are developing the Employment Academy to enable largeremployers, 25 of whom have already committed, to partner withtraining providers to select and train job seekers. 20% of Academygraduates will gain employment directly with the employers involvedwhile smaller employers will be able to recruit from a pool of trainedworkers with transferable skills.We are targeting low qualification zones whereby we match areasof high unemployment with areas that have a high proportion ofsector vacancies. Targeted schemes will promote job opportunitieswhile practical resources will equip job seekers with the essential skillsneeded. These zones will also include cities hosting major eventssuch as Derry – Londonderry (City of Culture 2013) and Glasgow(Commonwealth Games 2014).How to be involved:• Select, train and recruit unemployed people throughthe Employment Academy (larger employers)• Recruit from your local Employment Academy network(smaller employers)• Embed Employment 1st training within your recruitmentprogramme or insist your learning provider does“While many other induction programmesmerely skim the surface, Employment 1st goes into farmore depth about the industry, highlighting its scope,range and breadth of opportunities. It gives candidatesa great basis for a career in hospitality.”Steve Thorpe, Head of School,City College Norwich“The course was fantastic - every sessionhas been exciting and interesting.Best of all, it has given me the skillsand confidence to go for jobs that I couldn’thave dreamed of applying for before”Anne Marie Brown,Employment 1st graduate,Newham CollegeFor further information:Contact: Martin-Christian KentEmail: martin-christian.kent@people1st.co.ukPhone: 07770 733393Web: www.people1st.co.uk/employment1st6| www.people1st.co.ukwww.people1st.co.uk | 7

The Strategy - six key project streams The Strategy - six key project streamsOur industry faces a chronic management skills shortage with 38% of employers citingmanagement skills as lacking, a 12% rise since 2007. In hospitality, travel and tourism,310,000 women leave the sector each year costing businesses £2.8 billion, and only6% of board positions are held by women. In passenger transport, 40% of workers areover the age of 50. Gender imbalance and an over-reliance on an ageing or very youngworkforce is hampering potential.2Acceleratingsocial mobilityRoadmap to successWe are expanding our successful Women 1st initiative – a thoughtleadership, training and mentoring programme that has supportedover 700 women to date – into the passenger transport sector. Thiswill build on the success of the Step on the Bus programme, anddevelop an inspirational network of employers committed to thedevelopment of their female managers.We are extending our successful pilot of Conversion programmesto train career changers and those looking to enter the sectorwith an intensive training programme focused on managementopportunities, chefs and front of house hospitality roles. Students aretrained in college but are employed and work one day a week, andoften at weekends, with that employer.We are launching five Asian and Oriental Centres of Excellencebased in five of the UK’s top catering colleges to develop the skills ofchefs in Indian, Bangladeshi, Chinese and Thai cuisine.We are increasing investment in uksp.co.uk – our award winningcareers website which provides a wealth of information for jobseekersand those working in hospitality and tourism – to cover thepassenger transport sector too with a career map, qualificationsguide and listing of jobs with employers committed to training anddevelopment.How to be involved:• Establish a women’s network in your organisation,put your junior female managers through the Women 1sttraining programme and become a mentor• Employ and support someone working through theconversion programme• Employ an apprentice looking to develop their skillsin Asian and Oriental cuisine• Provide case histories, job listings and other contentfor uksp.co.uk relevant to the passenger transport sector“The commercial benefits of this amazingprogramme are clearly tangible. Having been an ardentsupporter of Women 1st from the outset, I am delightedby the results it has helped us achieve. For the widerhospitality industry - Women 1st will effectively train andup-skill ambitious female managers who rightly deserveto be the business leaders of tomorrow.”Eamonn Cole, Operations Manager,Victory Services Club“This is a brilliant initiative and I am proud tobe a part of it. I was delighted to be able to sign up asa mentor to help others on the programme. Hopefully,we will see more women have the confidence and thenecessary skills to accomplish their career aspirationsin the travel industry.”Victoria Sanders, Managing Director,Teletext HolidaysFor further information:Contact: Simone RocheEmail: simone.roche@people1st.co.ukPhone: 07831 633254Web: www.people1st.co.uk/women1stwww.uksp.co.uk8 | www.people1st.co.ukwww.people1st.co.uk | 9

The Strategy - six key project streams The Strategy - six key project streamsOur sector is frequently perceived to be low-skilled, relying on a large proportion oftransient and international workers. Currently 25% of employers report their stafflack the required skills with a key focus around customer service, technical skills andmanagement and leadership. Productivity and competitiveness are undermined withhigh rates of turnover, particularly in hospitality, and employers having to fill roles withpeople who do not have the full range of skills.Roadmap to successWe are piloting a Voluntary Licence to Practice across anumber of occupations including taxi drivers and chefs to improveprofessionalism, reduce skills gaps and promote the occupations asa more attractive career choice.We are kitemarking and accrediting training providers andprogrammes to identify those offering the highest standards and thequalifications most valued by employers. This encourages excellencein training and makes it easier for employers to find the best solutionsfor their needs.“We used the Investors in People Standard as abenchmark. It proved over a period of time that we hadchallenged our position and that the culture of theorganisation is changing.Owen Prichard, Training andDevelopment Manager,Cardiff City Transport Services”We will be making Investors in People (IIP) more relevant to oursector and creating a ‘taster’ version aimed at smaller businesses. IIPis a proven business tool to help organisations increase performanceand effectiveness.We are developing practical, but robust, return on investmentprogrammes to test the impact of training on a business’bottom line.“Whenbidding for a rail franchise,everyone wants to raise the bar. HavingInvestors in People ensures we set ourselves reallyhigh standards with regards to our people.”Fiona Irvine,HR Director, FirstScotRail3Professionalisingthe workforceHow to be involved:• Take part in the Voluntary Licence to Practice pilotprogramme• Put forward your own training programmes for accreditation• Provide input into the IIP taster development andpilot the tailored modelFor further information:Contact: Martin-Christian KentEmail: martin-christian.kent@people1st.co.ukPhone: 07770 73339310 | www.people1st.co.ukwww.people1st.co.uk | 11

The Strategy - six key project streams The Strategy - six key project streams4Improvingcustomer serviceDespite tourism’s importance to the economy, the UK is ranked only 13th for the warmthof its visitor welcome. Industry acknowledges the problem with 64% of employers believingcustomer service skills need improving. Within passenger transport, where tourists oftenhave their first contact with UK representatives, employers recognise that increasedcustomer satisfaction will contribute to business growth and profitability. Despite theevidence, less than 50% of employers across the sector offer customer service training.Roadmap to successWe have launched a campaign to train 200,000 front-line staffacross our industry footprint to embed customer service training as akey part of business investment.Along with employers and partners, we have invested in thedevelopment of WorldHost customer service training, successfullyused at the Vancouver Winter Olympics, as the world-class bestpractice standard for our sector. Endorsed by LOCOG, VisitEngland,VisitScotland, Visit Wales, and the IOD, WorldHost is creating aculture change in the way employers view customer service training.We have tailored the programme specifically to be used at London2012 for thousands of staff and contractors working at the event.The ‘Principles of Hosting 2012’ programme reflects the Olympicvalues and hosting behaviours and is available to all organisationswanting to replicate Olympic service standards.We are training over 400 facilitators to help deliver the programmeacross the UK and have invested in a suite of online resources tosupport them. Facilitators are quality-assured to drive consistencyand support an integrated offer to customers across our industry.We are developing an online platform to make customer serviceprogrammes accessible to SMEs across the UK.How to be involved:• Commit to customer service training for every personworking in a front-line role• Take part in a free, WorldHost taster session• Get your in-house trainers qualified to deliver WorldHostprogrammes or contact a qualified external WorldHost trainer• Get involved in a local centre for customer service excellencepeople first and ensuringthat they have the best possible experience is oursector’s core proposition. When delivered at its best,the customer service experience in this country is asgood as anywhere in the world but we all recognise theimportance of delivering consistently high standardsand must support the drive to raise ourgame further.”Nick Varney, Chief Executive Officer,Merlin Entertainments GroupFor further information:Contact: Sharon GlancyEmail: sharon.glancy@people1st.co.ukPhone: 07831 642788Web: www.worldhost.uk.com12 | www.people1st.co.ukwww.people1st.co.uk | 13“Putting“We are passionate about improvingcustomer service and ultimately sales. The way our peoplefeel about our business – and how that feeling influencesthe way in which they interact with our customers – has amassive impact on the customer experience. WorldHost isthe best customer service package of its kind and providesthe flexibility that will allow us to meet ourcompany’s specific needs”Jez Langhorn,Vice President of People, UK & Northern EuropeMcDonald’s

The Strategy - six key project streams The Strategy - six key project streamsDespite increasing investment in apprenticeships, with 23,000 registrations in 2010across our sector, only six percent of industry employers employ apprentices. 45% ofemployers in hospitality and tourism would consider employing apprentices if barriers,such as levels of paperwork and lack of flexibility, were reduced. There is also a need toimprove completion rates to reduce wasted public expenditure and to further embedapprenticeship frameworks in the passenger transport sector.5Increasing businessinvestment in skillsRoadmap to successWe will continue to build employer understanding ofapprenticeships and to offer free advice and guidance to helpemployers find the right solution for them and facilitate the sharingof best practice.We will offer consultancy support to help employers embedapprenticeships into their in-house training programmes.This can increase the effectiveness of apprenticeships and helpto remove unnecessary barriers.We will test and roll-out a number of innovative delivery methodswith learning providers to widen access to apprenticeships withparticular benefits for smaller employers. This will include mobilelearning and paperless recording through the support of a new jointventure.We are setting up a hospitality-specific Apprenticeship TrainingAssociation (ATA) to provide smaller employers with the benefits ofhaving an apprentice without the burden of all the paperwork as theATA will actually employ the apprentice and provide ongoing supportto the employer.We are supporting groups of employers, through the developmentof Group Training Associations (GTAs), to work together to employand develop a number of apprentices who would work across allbusinesses within each GTA.For further information:Contact: Ruth Asker-BrowneEmail: ruth.asker-browne@people1st.co.ukPhone: 07770 733390Web: www.apprenticeships.org.ukHow to be involved:• Find out more about how apprenticeshipscould benefit your company• Get together with other local employers to launcha local Group Training Association• Get advice to embed apprenticeships into yourin-house training programmes (larger employers)• Join the pilot programme on innovative deliverymethods including mobile learningNowadays, the apprenticeship frameworkis far more flexible and employer-friendly – you canadd onto them, tailor them and make sure they fit thebusiness needs as well as those of the individual. Myadvice to other employers is to commit to apprenticeships– the benefits far outweigh the costs and generally we seedirect returns within 12 months.Des Lawson, HR Director, Barceló Hotels““”My advice to all employers is that apprenticeshipprogrammes really do add to the future of your business.Costs are short term, benefits are long term. Benefitsderiving from an apprenticeship really go beyond amonetary value and organisations should look at howthese energetic and highly trained people can add valueto their organisation as a whole.”Andy Smyth, Accredited Programmes Manager,TUI UK & Ireland14 | www.people1st.co.ukwww.people1st.co.uk | 15

The Strategy - six key project streams The Strategy - six key project streamsIndustry organisations, including the Academy of Culinary Arts, AICR, Academy of Foodand Wine Service, BII, the Institute of Hospitality, HOSPA, the National Skills Academy forHospitality, People 1st, Professional Association of Catering Educators, Springboard UK,UK Housekeepers Association and the Worshipful Company of Innholders are workingtogether to develop a Hospitality Guild, which aims to provide a single authoritative voiceon hospitality skills to Government.The Guild wants to be passionate about skills and ambitious in its desire to transform theproductivity and reputation of the sector. It will play a pivotal role in the engagement ofemployers to deliver key aspects of the project streams to the hospitality industry.6Establishing thehospitality guildRoadmap to successWe are developing Hospitality House in London – kindly donatedrent-free by McDonald’s – as a state of the art training and meetingfacility which will act as a central hub for all the Guild partners, as wellas employer members, to identify and champion innovative modelsof good practice and provide a resource for collaborative working.We are launching membership of the Guild to employersdemonstrating a commitment to skills and enabling them to benefitfrom simplified information and access to skilled people. Individuals,industry bodies and approved learning providers will also be part ofthe Guild.The Guild provides an opportunity to maximise the impact of triedand tested initiatives to attract new talent and develop their skills– such as the Academy of Culinary Art’s Adopt a School programmeand the Institute of Hospitality’s Hospitality Assured programme.We are developing the interactivity of Talent Search resources onthe People 1st careers website – uksp.co.uk – whereby hospitalityemployers can directly link online with students studying the bestindustry courses at colleges accredited for excellence. This allowsthem to match job profiles against the skills of students. This resourcewill be free to members of the Hospitality Guild.Through the Guild, BII is putting in place a management programme,to help licensees with broader management and leadership skills.Similarly, Springboard UK will be rolling out its Inspire programme toprovide more people with structured, engaging work placements.How to be involved:• Become a member of the Hospitality Guild• Invest in the development of Hospitality House• Find out more about Talent Search• Find out more about the Asian and Oriental Centresof Excellence, and other Centres of Excellence• Find out more about accredited and kitemarkedtraining and education provision• Support great initiatives such as Inspire and Adopt a School• Find out more about the Institute of Hospitality’sHospitality Assured programme“I want sector skills councils to rise to the challengeof becoming guilds for the 21st century, creating a senseof pride in modern occupations, and giving individualworkers a sense of worth and purposeful pride.”John Hayes MP, Minister for SkillsFor further information:Contact: Adam SargeantEmail: adam.sargeant@hospitalityguild.co.ukPhone: 07825 833003Web: www.people1st.co.uk/hospitalityguild16 | www.people1st.co.ukwww.people1st.co.uk | 17

About People 1stPeople 1st works to transform skills across the hospitality, passenger transport, travel and tourism industriesthrough qualifications development, training solutions and information, advice and guidance.Products and services developed for employers include:Training products to help service-centred businessesbecome more competitivewww.people1sttraining.co.ukA resource for the hospitality, leisure, travel and tourism industries:wmenCustomer service training, awarded the 2012 Inspire mark by theLondon Organising Committee for the Olympic andParalympic Games (LOCOG)www.worldhost.uk.comA mentoring and training programme to support the developmentof women in our industrieswww.people1st.co.uk/women1stindividualssupport and develop your career in hospitality leisure,travel and tourismemployerspromote your organisation, list vacancies, search fornew talent and find development opportunities toup-skill your workforceemploymentA pre-employment training programme that prepares individuals toundertake entry-level roles in our industrieswww.people1st.co.uk/employment1sttraining providerspromote your organisation and use with learners forcareer development and informationThe ‘one-stop shop’ for careers, jobs, qualifications and trainingin hospitality, leisure, travel and tourism - passenger transportcoming soonwww.uksp.co.ukcareers advisersassist your clients in theircareer development18| www.people1st.co.ukDeveloping, managing and implementing modern apprenticeshipframeworks for England, Scotland and Waleswww.apprenticeships.org.ukFor more information call 01895 817000 or email info@people1st.co.ukwww.uksp.co.uksign up to UKSP as a Good Employerand let thousands of career seekers knowwhy your company is great to work for!

Second floorArmstrong House38 Market SquareUxbridgeUB8 1LHTel: 01895 817000Fax: 01895 817035info@people1st.co.ukwww.people1st.co.ukPeople 1st is the sector skills council for the hospitality, passenger transport, travel and tourism industries