Hospitality Skills Toolkit
learning and developement

Learning and development is how the workforce capabilities are developed to achieve your business goals and standards. 

To build a capable workforce learning and development needs to be planned. It should take place at four different levels (depending on the size of your organisation):

Legislative requirements: to meet regulatory requirements e.g. food safety, health and safety & alcohol licensing

Business needs: What capabilities are needed to enable the business to deliver its customer promise now and in the future?

Departments/job needs: What are the capabilities required to carry out a specific job or group of jobs?

Individual needs: What personal capability does each individual, or team need to do their job effectively and what new skills will they need to develop in the future?

Key Factors to support learning and development are:

Learning and development supports current and future business performance as well as enabling individuals to develop their full potential.

Clearly defined and circulated business goals, objectives and standards

Clearly defined job roles, job descriptions and person specifications

Robust induction process

Assessment of existing skills at induction and on promotion

Training provision that is suited to the learners learning style and personal circumstances

A performance management system

Encouragement for self-development through Continuous Professional Development (CPD) learning diaries and reflection.

Afford Investment in Training


Investment in training, both in-house and externally improves the skill level and motivation of your staff which in turn improves your business performance.

Case Studies

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How could you apply it to your business?

Carry out a Training Needs Analysis at Business, Team and/or Individual level to identify knowledge and skills gaps against relevant role

Create a Department Learning and Development Action Plan

Tools to help a line manager Support an Individual’s Learning and Development:

+ Clearly defined job roles, job descriptions and person specifications so staff know what is expected of them

+ Develop a robust induction process. Use an Induction Checklist

+ Create a Training Checklist for each role to ensure new staff receive the initial training


Business goals: What a business expects to achieve over a given period of time

Objectives: Specific activities needed at business, team and individual level in order to meet business goals. Should be Specific, Measureable, Achievable, Realistic and Time bound (SMART).

Job role: A part that is played within a specific work process .e.g. waiter, barman, supervisor, manager.

Job description: An accurate description of the duties, responsibilities and required qualifications (skills, knowledge and behaviours) for a specific job.

Person specification: A description of the qualifications, skills, knowledge and experience a person must have to complete the tasks for the job.

Training Needs Analysis: Assessment of training requirements at business, team and individual level.

Performance management: A year round system of monitoring staff performance to identify general progress, where extra support /training is required, to give constructive feedback and to discuss further opportunities for progression.

Workforce capability: Refers to your organisation’s ability to accomplish its work processes through the knowledge, skills, abilities, and competencies of its people.

Learning need: Is where a gap is identified between the current level of performance and a required level of performance.

Learning style:  An individual‘s unique approach to learning based on strengths, weaknesses and preferences.

Mentoring: A relationship where a person provides a less experienced person with advice over a period of time.

Continuous Professional Development (CPD): The activities though which professionals maintain and enhance their knowledge, skills and experience.

Learning Diary: A collection of notes, thoughts and observations built up over a period of time to support reflection on what has been learnt and the distance travelled.

Opportunity costs: the costs relating to the value of something that must be given up (time to train others) to acquire and achieve something else.