Training and STARS
Here at TLH Leisure Resort we believe that training and development are fundamental to developing an efficient workforce to meet the demands of our business. The company training policy is to provide training and development for all staff throughout their employment in line with business needs. This includes:
- Induction training and guidance to all new staff
- Skills and knowledge to enable staff to perform their job efficiently and to the best possible standard
- Providing career development to employees with potential when a opportunity arises
- Enabling both the individual and the Company to develop, and adapt in line with the business.
- Fire, Health, Safety and Hygiene training
Investors in People
TLH Leisure Resort was the first hotel group in the country to achieve Investor In People status, a prestigious award that recognises companies who train and develop their staff to meet business objectives. We continue to support the Investor In People principles. Individuals' training and development needs are regularly reviewed and we provide tailored training and development activities for all employees to help achieve Company Objectives and provide job satisfaction.
Induction and In-house Training
All of our new staff attend our Company Induction and are then trained within their department using a Departmental Induction.
Throughout their employment all of our staff receive the necessary statutory and health and safety training. This includes fire training and fire evacuations, food hygiene qualifications, manual handling, health and safety courses, first-aid and so on. Our Managers receive managerial level training in these areas.
Management Development Programme
We are very proud that over 80% of our managers and supervisors have been promoted into their current role. This has been due, in part, to our in-house management development programme that we run, which has the following 6 modules -Introduction to Management, Appraisal Skills, Financial Awareness, Leadership & Motivation, Managing Employee Performance, Recruitment & Selection.
To support our in-house training we also provide external training for specialist areas such as our Aztec Spa, Gym and Studio. Our staff are encouraged to study for NVQ’s and are provided with any training relating to their role such as computer skills, cellar management, licensee certificate, telephone techniques – the list is endless.
What do we all wish for when we go on a UK holiday? Nice weather? Good Food? Comfy rooms? Lots to see and do? Attentive service? Well, here at TLH Leisure Resort, we can’t guarantee the weather, but we can make sure our guests have the best holiday they can wish for! Happy customers are key to the success of our business and the TLH STARS Training encompasses our company aim and objectives, involving training all of our staff to exceed customer expectations and provide exceptional customer service at all times.
This innovative customer service training plan was launched in 2009! Whether staff work “Onstage” looking after our guests face-to-face on a daily basis, or “Backstage” supporting our front of house teams. From accounts team to kitchen porters, from general managers to waiting staff, from room attendants to directors, everyone on the TLH team takes part in this training, attending courses that are tailor-made to departments. Regular refresher courses take place too.
We want to make sure that our teams are motivated and enthusiastic about providing the consistently excellent customer service that we are known for, even during the busy summer months. So, to make sure that we cover everything needed, we asked staff what they wanted to be included. As a result courses include information on product knowledge, a customer experience exercise (to get everyone thinking like a customer), how we interact with our guests, showing how much we care, teamwork, internal customers and finally those all important last impressions.
TLH Leisure Resort Stars Training
See our customer care training in action
- Was impressed by every member of staff we came in contact with. The fact that the whole staff, worked together as an efficient, helpful and cheerful TEAM – impressive
Mr Roberts - Lancing
- We’ve been coming here for 10 years, AND we’ll be back
Mr & Mrs R Graham - Llantarnam
- A friend told me about your establishment and I’m so glad she did. This is our 4th visit and I can’t wait for our 5th!
Mrs L Cottrell - Bristol
- Excellent short break. Fab value for money
Mrs S Baker - Newport