Quality learning and development is the key to our industry's future
Training and development are engrained in the DNA of Amadeus. We're committed to developing people at every level and in doing so, we maximise the potential of our talent.
As a leader in the catering and hospitality industry we understand that our people are our biggest strength. Not many sectors can offer the progression opportunities that hospitality does – those in entry-level roles today are the leaders of tomorrow.
This is why a robust training programme to develop the current and future of the foodservice sector is vital to Amadeus' success. The Amadeus Academy is our clear competency framework, designed to identify and record the capabilities of our colleagues using a set of specific requirements.
The requirements of each skill are used by managers as a guide to help focus on areas of improvement, before giving individuals a "stamp of approval" on their skills card. The reporting of these competencies allows Amadeus to understand what existing skills we have within our teams, and where required, make plans to improve standards, training areas and services offered to our customers.
The skills cards also provide a visual framework for our leaders to ensure they have the right people, with the right skills available when planning events.
The team prides itself on consistent quality of service, high levels of food safety, menu execution, adaptability, customer satisfaction and staff retention. Effective training ensures we consistently deliver and achieve all the above.
The Amadeus Academy is made up of several strands to provide diversity and opportunities for people from all backgrounds. It's underpinned by passionate ambassadors in the senior leadership team, who believe that the industry continually requires fresh skills from a diverse pool of new talent to grow.
Chef's Academy
The Chef's Academy is a programme of learning and development opportunities to support the progression of a Chef from recruitment phase to senior role succession planning. The programme is delivered via a clear nine-step framework, split by years in industry and chef role. It provides a detailed framework of expected competencies and routes to progression, underpinned by internal personal development, recognition, external profiling, and wellbeing.
Service that Sells
The goal of ‘Service that Sells' is to increase and embed a culture of suggestive upselling to generate maximum revenue outcomes through rewarding team members and management. Colleagues and their unit supervisor are rewarded on 100% feedback scores gathered through mystery shopper visits to each venue.
Service that sells is embedded in all venues where retail transactions occur, with instant gifting of vouchers for on-the-spot examples of exceptional service throughout our business.
Artisan Coffee Academy
The Artisan Coffee Academy is our fresh approach to serving barista-made coffee across our NEC Group venues.
Coffee culture is changing and the ability to serve a high-quality product is now a must for any leading caterer or venue. The consumer now expects to have a range of drink flexibility, of variation and taste is a must. This can only be done through a handcrafted approach as opposed to an automated machine that you simply press a button on.
The Artisan Academy is an enhanced certification in the art of coffee-making. The aim of the training is to improve visitor experience at exhibitions and across our retail coffee operations.
So far, two Amadeus trainees have emerged as certified coffee gurus. Dominic Corbin is a pioneering and creative team leader at the NEC and embarked on his journey with an infectious enthusiasm. The second guru, Lakshmi, began her journey with no prior knowledge of coffee and had never created a drink on machines like Amadeus'. Her achievements culminated during her final assessment at the NEC's on-stand catering unit during Solar and Storage Live 2023.
Amadeus Masterclass
The Amadeus Masterclass is a one-stop shop training course that develops a high performing team of ‘superstars' and provides them with elite level skills to prepare for a future in the industry. The masterclass developed in-house, is industry leading and won the ‘People Development Award' at the 2018 FSM Awards.
The Masterclass enhances individuals' existing skills over five key modules covering retail and customer service, bars and hospitality and conference and banqueting, plus how to use a barista coffee machine.
The Masterclass is open to all Amadeus staff, regardless of experience level and contract type. Colleagues are paid for this voluntary training which provides them with one-on-one sessions with industry experts.
Apprenticeships scheme
For our apprenticeships scheme, we partner with University College Birmingham and Solihull College to give aspiring chefs and hospitality leaders a taste of the industry and the opportunity to learn from the cream of the culinary crop.
The scheme has increased the number of yearly intakes by 200% since 2011 and several Amadeus stars have entered our business this way. John Rushton-Jones joined Amadeus as an apprentice chef in 2019 and has progressed to Commis Chef in less than three years, winning ‘Trainee Chef of the Year' at the 2023 Foodservice Catey awards.
Beyond the Amadeus Academy, we provide tailored development plans at every stage of a career in Amadeus, whether it's at the induction, on the job or with 10+ years' experience. All basic training is provided as standard and up to level three in Food Safety for those working in our kitchens, with an option to expand horizons through additional training as detailed.
Continual training enables our staff to stay updated with the latest trends, technologies, and best practices. It equips them with the skills and knowledge needed to meet and exceed customer expectations, ensuring that our guests have memorable and positive experiences.
By prioritising learning and development, Amadeus is paving the way for the future where the catering and hospitality industry can thrive, continually improve, and stay ahead in an ever-changing marketplace.
By Claire Hawker, HR Business Partner, Amadeus
