PubCo Group Success Story

Pubco Matt Nicola and AVTES Chris Fitzgibbon

PubCo Hotel Group takes advantage of new front of house training opportunities to improve staff culture and service standards

Wondering how you can improve your service standards and staff culture? Why not invest in staff training as part of your strategy.

PubCo Hotel Group owns and operates 13 licensed hotel venues across metropolitan Melbourne and country Victoria. They offer the latest in gaming, sports bars, bistro dining, retail liquor, entertainment and accommodation.

PubCo is working with Melbourne based training provider AVTES to implement an organisation wide training strategy. Investing in staff training is part of a larger investment strategy they are implementing to improve their venues, offering and profitability.

The extensive training strategy aims to achieve a number of goals;

  • Create consistent approach to dealing with staff and HR across venues
  • Create consistent systems and processes across venues
  • Improve customer service standards company wide
  • Improve leadership and supervisory staff performance
  • Develop a positive company culture
  • Retain good staff

Matt Nicola, Group Internal Auditor at the PubCo Group, is in charge of improving efficiency and profitability across the group. In consultation with AVTES PubCo has developed a long term strategy to develop and train their workforce.

“Having AVTES involved in our business over the last 12 months has been great for the PubCo Group. The lift in morale across our management teams as a result of our progressive training programs has been invaluable to the business,” says Matt.

Step 1: Ensure Legislative Requirements Are Met

As part of their risk management strategy, meeting legislative requirements was the first step. Food safety workshops were undertaken for each establishment to meet food safety and food safety supervisor requirements.

Step 2: Gain Staff Buy-In

PubCo recognised that buy-in from staff, especially at the middle management level, was critical to a successful training strategy. AVTES spoke at one of their management meetings to talk about how training could help venue managers in their jobs.

Step 3: A Top Down Approach

With any training strategy, support at all levels is important. Senior management have driven the training, requesting two supervisory staff from each venue to participate in the initial training program, the Certificate III in Hospitality (Restaurant Front of House).

These staff will gain a sound knowledge and skill base, ensuring a consistent skill level across the organisation. It will also prepare supervisors to support and implement training for other staff in future.

AVTES conducted introductory workshops with small groups to introduce and commence the training. Training delivery will also include one-to-one approach where a dedicated AVTES trainer will meet with staff in each venue. The dedicated training is in regular contact with PubCo senior management on program progress and available for any questions along the way.

“Having a single point of contact for all of our needs means that we can react to the needs of our team in the most immediate way possible,” says Matt.

Opportunity For You

With new government funding support available for front of house training, now is the perfect time to explore opportunities for your hotel.

New front of house apprenticeship, as well as traineeships available at the Certificate III and IV level available.

Call now to start building skills and knowledge in your staff.