Jeannine and Sven: Don't throw staff in the deep end but make them better at their jobs

Good staff are the backbone of any successful business, especially in the hospitality industry. The way new staff are trained and coached can make the difference between an average and an exceptional guest experience. We, Jeannine and Sven, are honoured to share with you on this site our vision on effective coaching and mentoring of young hospitality staff.

It seems to be a common practice in many hospitality businesses to 'throw new staff in at the deep end'. However, we believe in a more structured approach. A good start is half the battle. A thorough induction period, in which new employees are familiarised with their tasks step by step, is crucial. Here, it is not enough to explain tasks only once. Repetition, guidance and, above all, patience are essential.

During our visits to various catering establishments, we noticed that personal attention is often lacking. Young staff need a mentor who not only instructs, but also listens, inspires and stimulates. Feedback is a powerful tool here. We recommend using the 'sandwich method' where feedback is introduced and concluded with positive points, leading to a more constructive reception.

A recent visit to a new beach club in Zeeland perfectly illustrates the need for thoughtful coaching. Upon our arrival, we saw a young employee being initiated into the secrets of terrace management by one of the managers. The explanation included an overwhelming amount of table numbers and walking routes - an impossible amount of information to grasp at once.

What was particularly striking was the way the information was conveyed. As they walked across the terrace together, it was clear to see that the new girl was struggling to keep up, both physically and mentally. Her body language spoke volumes; with a drooping posture and slow pace, she trudged along behind her supervisor. This is a classic example of how crucial information is lost when the approach does not match the needs of the new employee.

The consequences of this inadequate instruction soon became apparent when our order was brought to the table in different stages, instead of all at once. The fault was wrongly attributed to the new girl, when in fact it was the manager's responsibility to ensure a streamlined service, with, for example, all dishes being served at the same time, especially if children were involved.

This example shows how important it is to induct new employees in a structured, understandable and supportive way. Providing visual aids such as floor plans can help create overview and structure. Moreover, it highlights the importance of adapting the coaching style to the learning ability and pace of each individual employee. Paying attention to these aspects can not only reduce errors, but also boost new employees' self-confidence, leading to better overall performance in the workplace.

So good coaching in the hospitality industry goes beyond teaching skills. It is about creating an environment where young staff feel valued, can grow and ultimately excel. 

This not only leads to better performance on the floor, but also enriches the entire guest experience.

Jeannine Sok is the owner of Gastology. Through this hospitality philosophy and training method she developed, she helps people optimise hospitality. 

Sven Heijkoop is a hospitality entrepreneur, maître, sommelier and itinerant footman with the Royal Household. He will open a bistro in the centre of Den Bosch in 2024.