Looking for a Rising Star

HR in Hospitality’s Rising Star Award

“We are looking for that Rising Star, the one to watch, somebody who will be a future Leader,” says Esther O’Halloran, Chair of HR in Hospitality. “Our aim is to encourage HR professionals to grow their career and stay in hospitality.”

Having been in existence for 22 years and re-launched in its current form in 2009, HR in Hospitality works to provide a forum for HR professionals within the hospitality sector by acting as a central hub for the industry. A Human Resources role is a constantly evolving one, so apart from organising various social and networking events throughout the year, HR in Hospitality offers valuable discussions and talks and the opportunity to share knowledge and experience. These are especially useful to newcomers to hospitality HR, who the association is keen to help and encourage.

The highlight of the HR in Hospitality year is undoubtedly their annual awards evening which celebrates and rewards teams and individuals for excellence in hospitality HR. Categories include Excellence in promoting careers, talent attraction and Employee Engagement. Sponsored by Caterer.com, one of the top awards of the evening is the Rising Star Award.

“We have always been on the look-out for future talent,” explains Esther O’Halloran. “In the past, the Rising Star award winner just got the trophy and recognition but for the last few years Caterer.com have been really generous with awarding a scholarship to further encourage personal development, skills and credibility in the profession and sector.”

The winner of the Rising Star award will also receive a scholarship for their development from caterer.com. “They are on a career development path where their contribution to the HR team is really making a difference,” Esther continues. “This person may be in any role within the HR team, but you can see their potential through their skills, the way they work and the results they are achieving.”  Entrants can self-nominate or be entered by their organisation. Ideally they need to have worked in HR for at least two years but not necessarily in their current position within the team. Testimonial statements from the HR Director or other managers can be submitted in support of this entry. The winner of this award will also receive the Caterer.com scholarship to use towards developing their personal HR training or qualifications.

In finding a suitable winner, judges take into account how the nominee contributed to the success of the performance of the HR department, what has been the nominee’s personnel development plan, achievements in their career so far and what will be the benefit to them and the organisation in winning this award.

Esther says that the HR in Hospitality Rising Star Award is of enormous benefit to the winner. “It provides recognition from peers and industry colleagues, it’s a real confidence boost and it’s a great opportunity to invest in personal development. We hope that winning the award will encourage loyalty to remain and develop a career in hospitality.”

One recent winner is Natasha Wiggins from Red Carnation Hotels. Of her win, Natasha said, “Winning the award and receiving the scholarship was a brilliant way to build my skills and areas of expertise. I was able to complete the National Certificate in Workplace Mediation. It was a fantastic course that allowed me to learn new skills and will enable me to offer an extra layer of support to the business.”

We will discover just who will walk away with the 2017 Rising Star Award when the HR in Hospitality Awards take place at the Rosewood Hotel on September 29th. It promises to be a special evening and a fantastic chance to network and hear about the great work being done in hospitality human resources.

CORE Values

COREcruitment sponsors the 2017 Caterer.com People Awards

Continuing a strong and fruitful relationship, Caterer.com is pleased to announce that COREcruitment will be sponsoring the Leadership in Recruitment, Development and Retention category at the 2017 Caterer.com People Awards.

Caterer.com Head of Marketing, Kathy Dyball said, “We are so happy to welcome back COREcruitment to our Caterer.com People Awards family. Their experience and integrity, especially in hospitality recruitment, brings a tangible cache to these very special awards, and we thank them for their continued support”

COREcruitment was established in 2005 with their London HQ. “We have grown extensively since then,” said Managing Director, Krishnan Doyle. “We now have a team of 42 consultants in the UK, South Africa, Dubai, Holland, Bangkok, North America and France. Our primary focus was originally on hospitality, but we now recruit for roles within Facilities Management, Head Office, Finance, Leisure & Fitness and Retail, Property and have a specialist team covering technology and marketing.

COREcruitment’s business ethos is underpinned by three guiding principles: Integrity, efficiency and transparency. “We pride ourselves on providing a bespoke and smooth recruitment process for both our clients and candidates,” Krishnan Doyle said. “All of our consultants focus on different sectors and all of them have previously worked in the sector they now recruit for – usually at management level. This means that they know what they’re talking about and can recognise the best candidates.”

The presentation of the Leadership in Recruitment, Retention and Development award is one of the highlights of the awards evening and was won last year by Durham University Catering Department. With an unmatched entry, Durham demonstrated innovation and perseverance by completely overhauling their recruitment process. They overcame opposition from internal quarters and restructured the written application shortlisting process for entry level vacancies by completely removing it in order to increase the amount of talent at interview stage. They also replaced the formal panel style interview with a ‘speed dating’ style interview process, during which up to 42 applicants moved around mini management panels, where positive behaviour is scored using standard questions and a simple work related tasks. In addition they fought back against stereotypes to reinvent their employer brand and introduced training placements at Michelin starred restaurants and food exploration trips in Asia.

Krishnan Doyle concluded, “Hospitality is a great sector where companies have a genuine interest and appreciation of their competitors. Caterer.com People Awards celebrate this sector and its achievements and in my opinion are vital.”

The 2017 Caterer.com People Awards take place on October 5th at the beautiful Park Plaza, Westminster Bridge. Tickets are now available, so join us as we celebrate the hard work of your teams and this fabulous industry. Book by contacting awards@caterer.com

Caterer.com People Awards 2017 shortlists announced!

From global greats to fresh new brands,

hospitality employers set new standards to attract and retain the talent they need

The UK Hospitality sector is the envy of the world, and rightly so. One of the UK’s biggest employers, the hospitality industry provides jobs to seven percent of the working population. This ever evolving, thriving sector has a constant demand for employees at all levels, and companies work hard to recruit the right people, develop their skills and retain their valuable experience.

Besides the uncertainty of Brexit, the biggest problem facing hospitality employers is without doubt the ongoing skills shortage, which is widely estimated to be reaching crisis level. Companies must now focus, invest and innovate to attract and retain the talent they so desperately need. That’s why the team at Caterer.com, the largest and most successful UK hospitality job board, are proud to celebrate the finest hospitality employer initiatives in recruitment, development and retention through our Caterer.com People Awards.

This year we were absolutely inundated with entries from employers of all sizes, from all sectors and regions of the UK, representing the wealth of fantastic work that goes on to engage hospitality talent at every stage. Our panels of judges had a serious task on their hands to whittle these entries down to shortlists and winners, but judging has now taken place and Caterer.com is thrilled to announce the shortlist for the 2017 Caterer.com People Awards.

Our shortlist this year includes a huge range of employers representing the true diversity of this wonderful industry, including Hilton Worldwide, Compass Group, Rezidor Hotels, Green King, YO! Sushi, LEON Restaurants, Dishoom, National Theatre, Sodexo – Ascot Racecourse, POD Food, Reds True Barbecue, Liverpool FC and Brewhouse & Kitchen.

To be held at the Park Plaza Westminster, London on October 5th, the awards ceremony promises to be an exhilarating night celebrating the continual evolution and improvement of hospitality recruitment, retention and development. The awards are headline sponsored by Octane HR Solutions, and category sponsors include Admiral Recruitment, CORE Recruitment, Off to Work, People Bank and Talent Hive.

Winners will be announced across 13 categories: Employee Engagement Programme, Employer Brand Campaign, Rewards and Benefits Initiatives, Learning & Development, On-Boarding Programme, Emerging Talent Initiative, Candidate Experience, Launch Campaign, Diversity, HR Team, In-House Recruitment Team, Leadership in Recruitment, Retention and Development and the special Ambassador to The Industry Award. The shortlist in full can be found here.

Our Caterer.com People Awards are an essential date for employers and recruiters in the hospitality industry events calendar and table booking is now open. Bring your teams, and join us along with 500 of your industry peers for a wonderful three-course dinner, wine, entertainment and an evening of celebration toasting the hard work of hospitality employers. The 2017 Caterer.com People Awards will be hosted by the hilarious Katherine Ryan, so it’s sure to be a night to remember. Event details can be found here and you can make your booking via awards@caterer.com

Congratulations to all the shortlisted employers! We look forward to seeing you at the event on October 5th.

We welcome Octane HR Solutions as Headline Sponsor for the 2017 Caterer.com People Awards


We are delighted to announce that Octane HR Solutions will be headline sponsor for the 2017 Caterer.com People Awards.

Caterer.com is the largest and most successful board for hospitality jobs in the UK and our partnership with Octane HR Solutions is very exciting news. Why? Because as creators of award winning ATS and Engagement platforms, Octane HR Solutions understand the talent recruitment and retention challenges our Caterer.com community face.

Nick Meads, Co-Founder of Octane said, “Caterer.com People Awards celebrate the finest employer initiatives and innovations in hospitality recruitment, retention and development. It is a great honour to be the headline sponsor of this prestigious event.”

Kathy Dyball, Head of Marketing for Caterer.com commented, “Octane HR Solutions are a fantastic match as headline sponsors for our Caterer.com People Awards 2017. Our awards celebrate the innovative ways in which hospitality employers have tackled their recruitment challenges – and that’s exactly what Octane HR Solutions help employers achieve.

The Octane team have a great vibrancy about them which we love, and many of our clients already use their systems to support their hiring. Octane are adding some fabulous elements to the awards event too. They’re real innovators and we’re delighted to have them as our headline sponsors this year!”

Market disrupters, Octane’s foundations lie in more than just software development. Nick comments, “Our commercial success started in brand and design, and so a creative perspective has always underpinned our solutions.

As well as our in-house tribe of technical geeks, you’ll find a tribe of creative devotees ensuring our products are a joy to intuitively use and manage, day in day out. We call it the Octane voodoo mix.”

An established market leader in recruitment and engagement platforms, Octane HR Solutions has carved out a reputation for customising their solutions to meet client needs, not the other way around.

“We build ATS, talent management systems, candidate career portals and employee engagement platforms, each tailor-made by our clients,” Nick explained. “We have years of digital experience and a lot of creative oomph. We’ve developed and honed agile software to help reduce time in hiring and recruiting the right candidates and improve communication within a corporate environment.” Octane believe that their solutions are simple, intuitive and fast and offer clients a fresh approach to recruitment, unfettered by high operating costs.

Octane’s ATS systems are of particular interest to employers working within hospitality. “An Applicant Tracking System allows recruiters to organise and manage their process when they’re dealing with numerous employees and locations,” Nick said.  “It enables the business to streamline the recruitment process saving time and money. It continuously feeds the candidate pipeline to fill positions, while building a database of candidates so that you are never unable to fill positions.  Importantly it fills positions with the right candidates.”

Communications are drafted in the employer brand’s tone of voice for a truly unique candidate experience. The system ensures that every applicant is contacted, thus heightening that candidate experience. Nick said, “Employers and recruiters can benefit by huge time and cost savings; our system can do in minutes what a hiring manager would take to do in a day.”

Of their involvement with this year’s awards, Nick said, “This is a match made in heaven! We pride ourselves on providing innovative recruitment solutions to the hospitality industry so our sponsorship of the 2017 Caterer.com People Awards couldn’t be more pertinent.

Octane HR Solutions has worked with StepStone UK on the integration of all job boards, Caterer.com being a key board for our portfolio of hospitality clients. It is a pleasure to work with the team at Caterer.com and through this partnership, we look forward to further solidifying our relationship.”

Tierney Fox, co-founder of Octane HR Solutions said, “As established industry suppliers, we’ve long appreciated the ingenuity and resourcefulness required to recruit, train and engage today’s socially connected work force. As a benchmark for industry quality and innovation, we’re genuine fans of Caterer.com People Awards, and we’re delighted to be this year’s headline sponsor. It’s the perfect opportunity to rub shoulders with the brightest names in our thriving sector and for leading employers to win one of 13 commercially credible recruitment and retention accolades. We can’t wait to say hello in person on the night.”

The 2017 Caterer.com People Awards take place on October 5th at the Park Plaza, Westminster Bridge and tickets are available now.


Innovative now, sustainable long term

We meet Marco Reick, People Director at Leon Restaurants and judge of our

Caterer.com People Awards 2017

“Caterer.com People Awards are so important as a bench mark in this industry,” said Marco Reick, People Director at Leon. “As an industry, we all have to work towards making the sector one of choice, one where people choose to come for a career. That only works if we all become better and better and better as employers.”

Marco Reick is having an impressive career. One of judges for the 2017 Caterer.com People Awards, Marco moved to the UK from Germany in 2003, he entered the hospitality industry and has never looked back. He joined The Restaurant Group in 2007 and helped grow and shape the company as Head of Recruitment; “When I started at TRG, there were 260 restaurants and when I left they had 450. So with that rapid growth, we had recruit from across the country in a tough market.” Marco also nurtured TRG’s development programme, creating their first graduate scheme, which afforded newcomers to the industry the chance to rise to a General Manager position in just 18 months.

In 2013, after more than six successful years at The Restaurant Group, Marco went on to join the fledgling Bill’s, where the situation couldn’t have been more different. “Bill’s, at the time, was very small in comparison to TRG,” explains Marco. “We opened more than 20 sites every year that I was there. There was huge expansion, very intense, but a real joy to be involved in such a success story at that time. Their environment was very entrepreneurial and very creative.”

With more and more employers realising the importance of company culture, Marco, last year, entered into talks with Leon co-founder John Vincent about a project role but “Within two days, it turned into a permanent role,” he said.

According to Marco Reick, the industry is facing ‘significant headwinds’. “As a sector, the supply in the pipeline of people is our biggest challenge. We saw a small decline in applications after the Brexit vote, but that quickly flattened out. Regardless, we are concentrating on retention. We’ve found there are many people leaving the UK and their jobs in hospitality to head back to their homes in Europe and this is worrying. The government stating that those already here can stay has given us and our hard working team members some reassurance, for now. But what happens after Brexit in terms of our future talent pipeline remains a mystery, we need much better answers from the government.”

Marco is pleased with what he and his team have achieved so far. “At Leon, it’s our mission to enable people to eat well and to live well,” he said. “It’s true for customers, but just as true for our team members.” Naturally, all Leon employees get their lunch and dinner free, but Rewards and Benefits go way beyond that. “We support our team members in ways they probably couldn’t imagine. We have a well-being team. We take this very seriously, we want everybody who works at Leon to be physically fit and active and we want them to have a balanced life. We have regular events throughout the year, we have running clubs, sports days, well-being days in East Sussex where we have different activities available, therapies, massages, reflexology etc.” Also available to all employees is Leon’s wellbeing space known as The Kwoon; an all-day gym where staff can drop in and take training sessions free of charge, and although there are professional instructors, The Kwoon is primarily for Leon team members by Leon team members. Marco explains, “Whatever talent you might have, we try to capture that and allow you to share that talent with other team members. we want you to express yourself. There might be a barista in one of our restaurants who may also be a qualified yoga instructor. We encourage that person to teach their class in our wellbeing space. Your colleagues get a lesson for free and you get paid for doing it.” Every month there are up to 200 Leon team members using The Kwoon.  It’s been a huge success, but it doesn’t end there.

When Leon opened their Shaftesbury Avenue restaurant, deep in the heart of London’s theatre district, they wanted to fit in with the neighbourhood. “We thought, let’s make it a musical theatre-themed restaurant and let’s make our team members the stars. At certain times of day, songs are performed live by the team,” Marco can’t help but smile as he explains. “They are all singers, some are musicals singers, some are in bands, some are session singers. The thing that brings them together is that they all need to pay the bills. They could work as a barista or a waiter anywhere. The thing that Leon offers is the chance to do that – and sing.” All team members in the Shaftesbury Avenue restaurant wear shirts with their names on their backs “just in case a West End Producer pops in for lunch.” Leon liaises with the local theatre community and wants their staff to be discovered, “staff turnover for that restaurant is taken out of the equation,” Marco said, “but we find that our team members keep coming back to us after having left to do a show”.

Marco Reick is excited about this year’s Caterer.com People Awards. He is passionate about the hospitality industry and is pleased that the awards are there. “They act as a forum,” he said “where all the great work that hospitality employers are doing can be showcased. I’m looking forward to seeing entries from companies that do things differently, employers who put people first. We need innovation in order to survive as an industry, but innovation needs to be sustainable. I believe that all the entries can act to attract new blood, new talent to hospitality, and we need it now more than ever.”

Entries for the 2017 Caterer.com People Awards will close on July 10th. Judging will take place on July 19th with the shortlist announced soon after. The glamorous awards evening happens on October 5th at the Park Plaza, Westminster Bridge, tables are available now. Contact awards@caterer.com for more details.

Calling all Hospitality Employers!


Caterer.com People Awards deadline extended

We’re delighted to say that the deadline for entries for the 2017 Caterer.com People Awards has been extended to July 10th, so you have a few extra days to showcase your exciting, innovative and successful initiatives and programmes in recruiting, retaining and developing top talent.

Our Caterer.com People Awards celebrate your hard work and ingenuity and are a perfect way to ensure your teams get the recognition they deserve.

Here’s what some of our 2016 winners had to say about the awards:

“We are so excited to have been recognised for such a prestigious award through Caterer.com. It’s been very uplifting for our teams to know that the hard work we do is valued so highly both within and outside of our organisation.”

Dawn Vermeire, HR Director, Jumeirah Hotels. Winner of Caterer.com People Awards 2016 Rewards & Benefits category:

“We feel extremely honoured and excited that we have been recognised by the Catering and Hospitality Industry. We are oozing with pride.”

Geraldine McCormick, HR Advisor for Commercial Operations, National Theatre. Winner of Caterer.com People Awards 2016 On-Boarding category.

“Honestly, we’re over the moon. This award is testament to the effort and commitment of so many team members.”

Brian Trollip, Operations Director, Dishoom. Winner of Caterer.com People Awards 2016 Learning & Development category.

Entry is free and simple to complete online. There are 13 categories and you can enter as many you wish. Entries are welcomed from all UK hospitality employers from hotels, restaurants, pubs, bars and food service providers.

If you’ve made an exciting breakthrough in your recruitment process, we look forward to hearing from you.

Enter now.


Culture, branding and personality

Byron Hamburgers serve up an impressive win

Calling all hospitality employers! Entries for the 2017 Caterer.com People Awards close on July 3rd so don’t miss out. Start making a noise about the amazing work that you’re doing in the recruitment, development and retention of your incredible workforce.

We spoke to Louise Moneypenny from Byron Hamburgers about their well-deserved win in 2016.

“Culture is extremely important to us at Byron,” said Louise Moneypenny, Recruitment and Talent Manager at Byron. “We are a high culture business where our USP is underpinned by our people and the service they offer.”

As recruiting for personality and culture increasingly becomes the norm, it’s crucial that hospitality employers understand just what this should entail. It’s important to recognise the company culture and how talent will fit and excel within it. Top employers need to discover, identify and effectively communicate their employer brand as a reflection of their values.

Byron Hamburgers, the popular high street chain, were the proud winners of Employer Brand Campaign at the 2016 Caterer.com People Awards. In the past year, the company has made a concerted effort to spread their strong sense of culture right throughout the business. As a fast growing company, it was essential to Byron that they didn’t dilute their cultural intensity by bringing on board people who didn’t 100% buy into their ethos. “The first thing we did was listen,” Louise recalls. “Our People Director conducted focus groups across all levels of the business to really understand what our culture is. It became clear very quickly that it is our culture that makes Byron special and we wanted to share this externally through our employer brand campaign.”

To facilitate their growth plans, Byron had to recruit 220 managers over two years. Their application rates were low and only 89% of their management positions were filled. “Our employee churn was increasing and we had GM vacancies in our flagship restaurants,” Louise explained. “When the new People Director and Recruitment Manager arrived they had to act quickly and we developed an employer branding strategy that covered identifying the top 5 levers of our culture, design recruitment collateral to promote all the great elements of our culture and to develop an internal people plan to reinforce our culture and reengage our teams.”

Also as a result of focus groups, the company defined their ‘Five Byron Behaviours’: Charisma, Detail, Drive, Resilience, and Commerciality. With these behaviours in place, Byron reviewed their recruitment process and created new, structured interview scripts based what they discovered. They also re-structured the process from telephone interview, assessment through to trial.

“We reviewed our job adverts in terms of look, feel and content,” said Louise Moneypenny. “Our adverts did not sell the people and culture side of Byron that our own people felt so strongly about.” They also created new Byron adverts selling the people and fun side of the business.

Byron worked with a creative agency to create their new employer brand. This was based on USPs derived from the focus groups. These involved a better on-boarding process and improved rewards and benefits for employees. Initiatives that were put into place included hiring for behaviour as opposed to skills, a new three day induction programme, free meals for those on shift as well as 50% off for employees when dining with family and friends. Also run out across the company was a programme where the CEO of Byron made himself available to listen to staff. Every quarter, General Managers are invited for dinner with the CEO where concerns can be raised and questions are answers. Likewise for chefs within the company, The Head of Food held similar evenings. The exciting ‘Byron on the Beach’ programme has proved popular, where managers are invited on company funded trips away. Last year, 105 Byron employees went to Barcelona. Importantly, Byron wishes to protect its culture and has been working hard to encourage internal progression throughout the company.

Within the past year, Byron has opened 18 new restaurants and recruited 128 new managers with their total management headcount increasing from 89% to 104%. New and improved job advertising has seen a rise in applications, and 90-day staff turnover has fallen from 45% to 25%. In their last staff survey, 82% of those taking part stated that life had become better at the company.

On winning the award for Employer Brand Campaign, Louise Moneypenny said, “It is amazing to get recognised for the work and results that we have delivered in this area over the last 2 years. Winning this award is also a great way to promote Byron with potential new candidates.”

If you want to be recognised as one of the very best hospitality employers in the UK, get those entries for the 2017 Caterer.com People Awards into us now.

Don’t hesitate to contact our Caterer.com People Awards team with any questions at awards@caterer.com


Getting a Firmdale grip on Candidate Experience


With an impressive increase in candidate on-boarding and employee retention, Firmdale Hotels won the Candidate Experience award at the 2016 Caterer.com People Awards. “Winning this award has really changed things for us,” said Jessica Berry, Head of Talent at Firmdale Hotels. “We’ve had other companies knocking on our door asking what we’re doing right. We’ve been asked to talk at conferences about our programmes. We shout about our win in all our communications. It’s been a wonderful year.”

Entering the 2017 Caterer.com People Awards is free and easy to complete online. Deadline for entries is 3rd July 2017.

Firmdale Hotels told us more about their winning approach…

“Candidate no-show” is a constant and costly pain for hospitality employers. Applicants dropping out before interview, or accepting a role then failing to turn up on day one is an all too common occurrence.

So, one of the biggest challenges facing any recruitment team is positively engaging with talent from application to on-boarding and beyond. In a skills-short, candidate led market, hospitality employers who can connect with top candidates throughout the process will engage and retain them, before their competitors. By focusing on employer branding, strong use of social channels and a close look at their hiring and on-boarding processes, Firmdale Hotels achieved exciting results.

The challenges Firmdale faced were recruiting in a competitive market, promoting the company name to a wider talent pool and engaging people from the start is what Firmdale is all about. “You may have somebody amazing in front of you,” Jessica explained, “but two days later they get a call from a competitor with another job offer. We wanted to engage with this talent and make them excited about working with us from the very beginning. There is immense competition out there; we’re all fighting for the same great people. Having a brand that people can really buy into and engage with is super-important.”

Creating that strong brand awareness is an important first step in recruitment. “We feel it’s important to align Firmdale’s external brand with our internal one.” Jessica said. Firmdale created the ‘Love What You Do’ campaign which worked to highlight their employer brand. An online video was created in which several Firmdale employees were interviewed to showcase life at the company. The initial video was so popular that it took on a life of its own and served to highlight Firmdale’s five values: Relationships, enthusiasm, attention to detail, resilience and passion. ‘Love What You Do’ has become the core of their recruitment strategy. The video is displayed on Firmdale’s Caterer.com adverts, social channels and their careers website.

To reduce the percentage of candidates who drop out after accepting roles, but before induction and on-boarding, Firmdale endeavoured to increase engagement from the beginning. They redesigned their People and Development office to reflect a Firmdale suite complete with bespoke mannequin to create a ‘Firmdale first impression’.

The recruitment team encouraged the Department Heads themselves to make the call offering successful candidates work, thus building a connection with a new Manager from the very beginning. What is on offer at Firmdale, from its benefits, perks, incentives to the rewards and recognition schemes are communicated at the interview stage with the In-house Recruitment team and the Head of Department on site. Managers also now get in touch with new starters to personally welcome them to the team and arrange their uniform ready for their first day in the department.

Firmdale’s company induction is an immersive experience and is held within one of the Firmdale hotels. The day includes lunch, a show-around, introduction to the culture and values of the company, an explanation of rewards & benefits and a look at the history of Firmdale. The first induction day ends with a one-to-one meeting to discuss any questions and to complete new starter information with a member of the People and Development team.

Firmdale is passionate about building and developing their teams, as Jessica Berry explains, “Our Learning Directory, which is accessible from day one for all team members, details over 100 courses. There are 10 sections, including operational skills and knowledge, service skills, supervisor skills, management development programmes and people management. Last year we launched a Firmdale English language programme for those team members with English as a second language this year developed the programme to provide the team with an accredited language qualification.”

There are 26 Firmdale Managers who deliver departmental inductions for Concierge, Front Office, Housekeeping and Food & Beverage. In addition, 60 department trainers across the group complete new starters’ induction checklists to ensure they are set up for success and receive a quarterly bonus to recognise the impact of their on-job training. The induction process continues throughout the first three months and each inductee is paired with an on-shift buddy. There are four week and three month reviews, providing open and constructive conversations to ensure that they are fully equipped in their roles.

The results have been impressive. On average 80% of candidates seen by in-house recruiters were offered roles by the hotels, last year 96% of those offered roles attended induction and on-boarding with 87% retention year 2015-16. Jessica said that candidate reaction has been overwhelmingly positive. She said, “We are really proud to hear ‘Love What You Do’ being used in conversation and hash-tagged. This has come from the heart of Firmdale’s culture and incorporating our values just shows how much it is the focus of what we do. Being perceived as a great place to work has enhanced our recruitment process and probably made recruiting a little bit easier.”

Entering the 2017 Caterer.com People Awards couldn’t be easier. It’s free and you can enter as many categories as you wish. Make sure your entries reach us by 3rd July 2017. The shortlist will be announced in August. The glamorous awards ceremony will take place on 5th October 2017 at the Park Plaza Westminster Bridge.

Don’t hesitate to contact our Caterer.com People Awards team with any questions at awards@caterer.com




In-House Recruitment takes centre stage

We speak to Gabriela Gandolfini at the National Theatre

Hospitality employers! Have you launched a programme that boosts your recruitment strategy? Super-charged your learning & development offering? Helped you retain more amazing talent than ever before? Does your recruitment team deserve to be recognised for their success in recruitment, retention and development?

Entries for the 2017 Caterer.com People Awards  are open until July 3rd so now’s the time to shout about your achievements! We want to hear from all employers across this incredible sector. Entry is free and simple to complete online.

Take a look at the winner of our In-House Recruitment Team award in 2016…

Our Caterer.com People Awards celebrate the best hospitality employers in the UK, and to be the best takes a lot of grit and determination. That’s especially true if you’re part of an organisation not known for a hospitality offering.

The National Theatre was the proud winner of the In-House Recruitment Team award at the 2016 Caterer.com People Awards. The implementation of their forward-looking initiatives was nothing short of inspiring.

Gabriela Gandolfini, Head of Audience Experience at the National Theatre is understandably proud of their achievements. “We work for Commercial Operations, which is a fast-moving department with a diverse offering.” The National Theatre boasts three restaurants, each of a different style, an Espresso Bar, a Café, pop-up food and drink venues, a bookshop and more. “And not to forget that all this happens within a theatre,” says Gabriela, “which also happens to be the best theatre in the world, in our opinion! Everything we do must match the quality of what is on stage and our customer service and offering must uphold this world class reputation.”

Wanting to achieve a better consistency and a more engaging recruitment process for candidates, one of the In-House Recruitment team’s main objectives was to reorganise the recruitment of all staff. The Theatre holds regular open days for recruiting new members of the team. These open days can see as many as 500 candidates being seen in seven hours. All candidates are guaranteed an interview after a short registration process. Interviews last approximately 10 minutes and all questions give those with no previous experience an equal chance to get through to the next round.

“We’re passionate about achieving the National Theatre’s overall Diversity targets and that takes a lot of careful thought.” Gabriela explains, “All that starts with attracting and hiring the right people for the job, people who share our values and are enthusiastic about delivering our objectives. We place a lot of focus on this and a recruitment team that understands who those individuals are and is able to respond quickly to fast turn overs and unexpected situations is key to the success of the department.”

In encouraging applications from under-represented groups, NT facilitates the progression of candidates through each stage of the recruitment process. This gives candidates with a learning disability a much better experience and one which is suited to them as an individual. NT continues to work with Action on Disability and The Camden Society and have completed a number of work trials in conjunction with them. NT had successfully appointed 12 staff through their partner groups by this time last year, and many more since. Six which work in the House Management Team, one in Kitchen, one in Goods-In, one in Sandwich Preparation, three in the Terrace Restaurant and one in the staff Canteen.

In describing the NT Recruitment Team, Gabriela says, “We are a small team considering there are 500 people in the department, so between us we do all the recruitment, learning, rota scheduling, payroll, HR support and more for all those people.  The trick is to ensure we are all specialists and knowledgeable in our own areas, but also generalists so we can truly work as a team and help each other and everyone who comes through the door.  This comes with a strong sense of purpose. Each of us in the team is really passionate about the job and we really do it out of love. We wouldn’t let each other down and this sense of team work hopefully comes across in the work we do.”

Through their sustained efforts, the National Theatre has ensured the sustainability of their workforce by demonstrating a strong commitment it. They have also made sure that there continues to be high levels of staff mobility and performance management and good recruitment practices as a constructive process. Their new programmes, including their Recruitment Days, have led to a better developed, better utilised and more effective workforce, and they have witnessed an increase in sales conversion rates for some areas of up to 55%. Added to this, Gabriela mentioned, “Our retention rate is approximately 75% per annum, which is great considering 55% of the workforce is casual.”

On winning the 2016 Caterer.com People Award for In-House Recruitment Team, Gabriela said, “We cried! The National Theatre is a wonderful place to visit and to work and we are so passionate about working here. Our Catering offering often goes under recognised in the hospitality sector mainly because we are primarily a theatre. When we won the awards last year we felt incredibly proud to be able to showcase some of the other work we do here at the NT.  We are entering again this year in some new categories and we are incredibly excited about it!”

Your team deserves its time in the spotlight. If like the National Theatre, you have a recruitment initiative that you would like to showcase, enter now.

Entering the 2017 Caterer.com People Awards is simple. It’s free and you can enter as many categories as you wish. Make sure your entries reach us by 3rd July 2017. The shortlist will be announced in August. The glamorous awards ceremony will take place on 5th October 2017 at the Park Plaza Westminster Bridge.

Don’t hesitate to contact our Caterer.com People Awards team with any questions at awards@caterer.com




Communication, creativity and reliability

Jumeirah on putting the ‘H’ in HR

There are always challenges facing employers. Attracting top talent, retaining that talent and developing the skills of employees are just some of the issues which require constant review. Just because your recruitment strategy was fruitful for one season, doesn’t mean it will continue to be so. The demands of your workforce will change and you need to change with them.

One employer who understands this need to adapt is Jumeirah London. Already having walked away with the Rewards & Benefits accolade at the 2016 Caterer.com People Awards, Jumeirah London picked up the double with a more than impressive showing, to win the award for HR Team.

With three properties in London, culture plays a big part in life at Jumeirah and recruitment is always undertaken with this in mind. Dawn Vermeire, Director of Human Resources at Jumeirah said, “We see the importance of hiring the right people into our organisation, that are aligned with the culture of our organisation, particularly our Hallmarks which are three core behaviours expected of all colleagues; our Guiding Principles, six behaviours that guide colleagues in their journey with Jumeirah and our Vision, the identity and mission of Jumeirah.”

In a skills-short market, working hard to maximise retention of talent is as important now as it’s ever been. “We need to ensure we retain our motivated, engaged and value-adding talent,” said Dawn. “In an employment market in which there is high competition amongst our competitors for top talent, retention can be achieved to a large extent by ensuring our workforce are engaged. We see our role in HR as critical to supporting the business with this objective, and providing the support our line managers require.”

As part of their recruitment process, Jumeirah’s HR Team ensured effective selection of candidates by compiling bespoke competency based interview questions that match role requirements and Jumeirah culture. Once offered, candidates are sent a personalised email from the hotel GM to welcome them. Jumeirah have also written and delivered workshops to management, thus ensuring that Hiring Managers all follow this process. In addition, Jumeirah conducts Quarterly HR meetings where the London HR team can identify current roles that can be filled through internal colleagues or through links within their networks, formalising this process. Similarly, the HR VP conducts regular calls with international HR Directors within the company to identify where talent from European properties can be relocated.

Dawn Vermeire feels that the recruitment and development of a multi-skilled workforce is a win-win for both colleagues and business. “Colleagues are able to learn and grow in their roles, whilst offering flexibility that provides improved service and efficiencies. Additionally our staff turnover has reduced as we are able to retain these engaged colleagues, motivated by growth opportunities.” Jumeirah works hard to create a family feel at the workplace. “We play a key role in Internal Communications, particularly around the sharing of our wider business objectives. We feel that communication, creativity and reliability are the elements that make a great HR Team.”

Over the last 12 months, across their London properties, Jumeirah have made 13 appointments through their internal networking programme with four of these being at Management level helping with a significant recruitment cost saving. There have also been 84 internal promotions, which accounts for 16% of the company’s workforce.

In 2015, 109 Jumeirah employees celebrated Long Service. The average length of service is six years, which is two years above the national average. This retention of top talent plays a huge part in the delivery of the company’s guest service and high scores in satisfaction surveys. In internal employee surveys, 94% “tell others great things about working at Jumeirah”, which is an increase of 1% year on year.  85% at Jumeirah Carlton Towers and 95% at Jumeirah Lowdes Hotel said that “My Manager recognises my efforts and results” and 94% of colleagues said that “Jumeirah is a socially and environmentally responsible employer.”

On winning the HR Team award, Dawn Vermeire said, “We are all very creative individuals who seek to do things differently in HR and this win has made us all extremely proud and excited about the future.”

Entering the 2017 Caterer.com People Awards is simple. It’s free and you can enter as many categories as you wish. Make sure your entries reach us by 3rd July 2017. The shortlist will be announced in August. The glamorous awards ceremony will take place on 5th October 2017 at the Park Plaza Westminster Bridge. 

Don’t hesitate to contact our Caterer.com People Awards team with any questions at awards@caterer.com



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