I love hearing stories from servers and bartenders about their career ambitions. Often, these conversations revolve around how their current roles fit into their larger dreams and plans. Many share what they are learning on the job and how these skills will help them in the future. Yet, these stories also highlight the challenges of working in the industry, such as high turnover, long hours, and demanding expectations. From local spots to large resort destinations, the unique blend of opportunities and struggles remains a common theme among these hardworking employees.
What emerges from these conversations is a consistent narrative: The restaurant and bar industry is a fantastic place to acquire critical, transferable skills like communication, teamwork, adaptability, problem-solving and conflict resolution. These are skills essential not only in hospitality, but also across numerous industries. However, the challenge lies in ensuring that this talent is not unnecessarily lost due to the demanding nature of the industry or the rapid changes ahead.
Getting Ahead of the Issues: Creative Solutions for Upskilling
It is time to apply the same creativity used in guest experience design and menu development to building intentional upskilling strategies. Upskilling is not a short-term buzzword; it needs to be an organizational strategy. It is a critical tool to boost productivity, enhance talent acquisition and engagement, and improve guest service. In short, it is essential for business leaders to navigate the rapid changes reshaping the industry.
Major macroeconomic trends will shape the long-term prospects of the industry. AI and automation are forecasted to impact millions of jobs across both front- and back-of-the-house. Additionally, the shrinking American workforce will make it harder to find and retain employees, while consumer preferences continue to evolve as nutritional awareness and discretionary income dynamics shift. These trends are converging at an unprecedented scale, affecting the industry more than ever before. Proactively addressing them through upskilling will help businesses not only survive but also thrive.
By creating a strategic focus that prioritizes upskilling, employees can develop skills that make them valuable in a rapidly evolving job market and businesses can navigate changes more rapidly.
Three Ways to Grow Upskilling in Your Organization
1. Operating Model Design
A well-designed operating model emphasizes the impact created across the organization, from every role through to product and service delivery. It is vital to ensure resources are allocated to areas that drive the highest return. When done well, the operating model prioritizes investments in learning and development as well as leadership development, creating a strong culture that fosters the growth of talent.
For mid- to large-sized companies, shared services in these areas increase efficiency and enable employees to develop a broader set of skills across organizational boundaries.
2. Make Your Employee Experience Instagrammable and TikTok-Rich
Today’s employees, like today’s guests, seek more than just a job—they want an experience. By showcasing employee journeys, leadership development and company culture in a visually engaging way, you can create a strong employer brand.
Highlighting employee stories, much like showcasing guest experiences on social media, boosts morale and serves as a powerful tool for recruiting, retention and marketing. When potential employees and customers see how much you invest in your people, they are more likely to choose your business.
3. Training And Employee Journeys
Upskilling should align with broader business goals through formal training programs, career pathways, talent expos, or team meetings. Expos, in particular, are great for bringing employees together from different parts of the organization to share their career journeys and learn from one another. This fosters a culture of growth and creates a positive work environment that can counterbalance the long hours and demands of the job. Successfully implementing programs where experienced employees learn and pass on their knowledge and skills to newer team members fosters both technical and soft skills.
Effectively showcasing and communicating these efforts builds awareness among employees, ensuring they know the company believes in their potential.
Growing Business & People
When I led upskilling programs, the impact on the company was clear: we attracted thousands of new employees, increased engagement across the entire workforce, improved productivity, strengthened our brand perception and more—leading to real financial benefits.
On a personal level, the impact for participants was profound:
- Resilience: Juggling work, family and education while achieving their goals.
- Growth: Enhanced skills led to stronger business performance and created career advancement opportunities.
- Supportive Community: A strong network of mentors, peers, and family members provided critical support.
- Accomplishment and Pride: Completing degrees or certifications, particularly for first-generation students and single parents, instilled a deep sense of achievement.
Collectively, investing in people and their future skills isn’t just beneficial—it’s great for business.
Big Asset: The Power of Existing Workers
Your workforce is a huge asset, but many employees may be overlooked for promotions or expanded responsibilities. Upskilling programs help identify and support these workers, many of whom feel hidden due to existing practices. When recognized, you unlock their potential and benefit both the individual and the business. By investing in structured upskilling, talent can be turned into high performers, creating a more engaged and loyal workforce. These employees might currently be unseen—not because they lack potential, but because the opportunity hasn’t yet been presented.
Impact on Guest Experience and Revenue
One of my favorite stories to hear is from leaders who take immense pride in their teams—past and present—and how their development has contributed to the growth of the business. Equally powerful are the stories from employees who stayed in the industry, not because they had to, but because they felt invested in and valued by their employers.
Investing in upskilling has a direct impact on guest satisfaction and business success. Employees who are engaged, valued, and continuously developing their skills take more pride in their work, which leads to better service. This creates a more harmonious work environment, enhances the guest experience, and ultimately boosts revenue.
Chris Trout is the founder and principal of Donlon Consulting, which helps business leaders tackle challenges that hinder business growth and limit individual potential. He can be reached at chris@donlonbuildingtogether.com.
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