It’s been a few weeks since our last deep dive into the hospitality crisis – something that has had an impact on the Isle of Wight, as well as the rest of the country – allowing a chance for the season to get into full swing.
Today we now look towards the educators and speak with Rachael Randall of HTP Apprenticeship College.
Randall: “It’s become a perfect storm”
Our discussion began with the news that applications for apprenticeships have been down in all sectors – this is despite HTP working with employers who are “offering proper apprenticeships with training, that pay a decent wage and a good career structure”. Rachael explained
“It’s become a perfect storm, there has been a gradual decline in people wanting to work in hospitality and then the pandemic has decimated it.
“We do have people who want to retrain and work in the industry, but the difficulties they are finding is making sure they are looking at the better employers who have the more flexible options and security of employment.”
So how to fix it?
As well as heading up HTP, Rachael has years of experience in the world of hospitality, up until recently running the successful hotel and restaurant, Albert Cottage (situated next to Osborne House), so she understands the market well. She explained,
“The seasonality needs to be taken away. We need to extend the season, but also encourage employers to give opportunities all year round, looking at the package on offer and making sure once they’ve got people started, that they keep their promises.”
It was Rachael who drew our attention to the Employment Charter launched last month by Inns of Distinction. The hope is that other employers will sign up to the Charter and commit to laying out, in black and white, how they pledge to treat employees.
Positive role models
However, addressing the hospitality crisis is not just about retaining current staff, it’s also important to encourage and support young people coming into the industry.
Rachael explained that HTP have worked with the Michelin-starred chef, Chris Galvin, on a project called Step Up To The Plate. The successful chef of more than 30 years, runs four high-end restaurants, and for 14 years employed Fred Sirieix (maitre d’ of Channel 4’s First Dates) as general manager of Galvin at Windows.
Fred has been down to the Isle of Wight and to speak with learners, stepping up as a positive role model that they can relate to.
In conjunction with Visit Isle of Wight, HTP have also produced short Tik-Tok videos with local role models explaining why they love working in hospitality.
Things have changed
Rachael explained that some of the comments coming back to them from young people looking to get into hospitality is about the issue of split shifts – happily that is changing now.
She said,
“A lot of the work we’re doing with careers enterprise hubs and partnership is promoting the fact that it’s different now. You don’t do split shifts any more.
“What used to be is no longer, and hasn’t been for a number of years. Yes we’ve had some scare stories out there, and there’ll always be those, but the ones that are working and doing well tend not to say anything.
“The message that things have changed covers every area of hospitality on the Island from the fish and chip shop on one of the seafronts right the way up to to the likes of The Royal and The George, and everybody in between.”
Some of the changes from the old ways of working include staff getting two days off together, working mornings or lates, but not both, and a lot more part time work is available.
“It’s taking responsibility of people thinking about being flexible in their offers. For example, if it’s easier for family life to start work after the school run, and finish before the school run, then those jobs are really flexible.”
Communication is key
So what can employers do to help keep the wheels turning smoothly? Rachael said the good old adage of communication is key.
- Think about your operation and communicate that, work with the team you have got by talking to them about it.
- Everyone is going to be working really hard and are stressed. You don’t want to lose the ones you have already got.
- Shorten your menu – don’t worry about having starters, just put some really good mains on and people will be happy.
- Tell your customers what’s happening.
“You’re gold dust”
For those who have stepped away from the industry Rachael had this positive suggestion,
“Have a think about what would suit your role and what you would like to do, then approach your previous employer, or a new one and say, ‘I’m very happy to come back but I need to change the way I work’.”
She advised those returning staff to think positively, adding,
“You’re gold dust. It’s all about discussion, so put your suggestions forward.”
And for those coming into the industry, Rachael said,
“Give it a chance. It’s a huge industry that can give you the opportunity to travel, meet others and try new things. Think about the skills you learn.”
IW bylaw for under 18s
Another important area that needs change Rachael said, was working with the local authority (IW council) on the issue of employing under 18s – because these are the workers who can help meet the immediate crisis.
“A number of people had part time jobs as they grew up working in the industry, but, quite rightly to protect young people, a bylaw was brought into place on the Island.
“We do need to work with the local authority to make it less difficult for young people to get summer jobs.”
Working over the summer gives young people the relevant working experience that will stand them in good stead in the future.
Local skills plan
With a seat at the table on the Visit Isle of Wight board, Rachael is also on the Board of the Solent LEP, and Chair of the Skills Advisory Panel, giving her direct access to Government.
She explained how hospitality is high on the agenda with the Local Skills Plan, and she’s been involved with meetings with the Skills Minister to discuss some elements of this. The focus has been on how to encourage development of skills training within the sector and work within the careers hubs to promote hospitality.
Seeking support from the Government
When asked what sort of support Rachael is looking for from the Government, she explained,
“Flexibility in the funding of qualifications. At the moment, for example, an apprenticeship is a minimum of 12 months and a lot of people move on or find it difficult to achieve within the minimum 12 period.
“We would like some flexibility around being able to offer smaller qualifications to the sector, particularly around customer service and complaint handling.”
The changing attitude of customers
As we have heard from others over the course of this Deep Dive series, a change in the negative attitude of customers has been witnessed by many.
Rachael said it’s important that customers also have some patience with those serving them. This goes for hospitality staff too, understanding how difficult things might be for customers who have been cooped up for the last 18 months and then might have the anxiety of having to face a room of others when dining.
Young, newly trained staff, having to work to Covid guidelines may need space and time to fit into the role.
In summary: Lots happening
It sounds as though there is an awful lot going on across the Island to help fix the impact of the hospitality crisis and Rachael finished by highlighting what a huge opportunity this is, both for employers and potential employees, to change things for the better.
More to come
News OnTheWight has been telling the story of the hospitality crisis from all angles.
We’ve spoken with the tourism trade body, kitchen and front of house staff who have chosen to leave the industry, a high-end chef who’s decided to stay, a pub chain that has launched an employment charter, as well as an Isle of Wight company offering a tech solution to the staff shortage.
See previous editions and look out for the next part in our Hospitality Deep Dive series.
