CHART and Maritz Partner and Release Report Benchmarking Employee Training Investments and Practices in the Hospitality Industry
“For the first time, learning professionals and business leaders in the hospitality industry can compare their training and development practices against substantive data in the areas of learning investments, learning hours per employee type, delivery methods, instructional design, content areas, and use of internal versus external resources,” said Tara Davey, CHART’s Executive Director.
The CHART survey showed participants’ companies spending, on average, a total of $2 million annually on training, including salaries, benefits, travel and in-house development of training materials. The results mirror the economic state of the industry, with 53% of respondents reporting a decrease in their training budgets over the past 18 months.
Within industry segments casual dining reported the biggest hit to their training budgets, as 64% said their budgets had been cut. Other hard hit segments were upscale restaurants and hotels. However, quick service/fast casual restaurants fared better as people have traded down from pricier restaurants. Only 26% reported that their training budgets had been cut, while 39% reported an increase. Likewise, the quick service/fast casual segment spent more, with participants’ companies reporting, on average, a total of $3.1 million annually on training.
CHART member John Kelley, Senior Director of Training and Development for White Castle Systems, Inc., which owns more than 400 White Castle restaurants, reports an increase in their training budget. “We are seeing a shifting of resources as our leadership knows that it is all about the customer experience,” Kelley said.
“In this economy and brutally competitive environment, training needs to be focused on creating that unique customer service experience that will set the organization apart and make people feel like returning,” stated Rick Garlick, Senior Director of Strategic Consulting for Maritz. “Savvy operators realize the connection between engaged employees, delighted guests and operational performance. This report can help focus training and incentives on customer service for maximizing profits.”
CHART, , is a non-profit professional association founded in 1970. As the leading resource for the development and advancement of hospitality training professionals and their organizations, CHART has more than 600 members from more than 400 multi-unit restaurant and hotel companies. Members include all facets of hospitality training, learning and performance professionals; from entry level to senior executive. The organization’s mission is to develop hospitality training professionals to advance industry training practices and improve operational results by providing access to education, tools and resources.
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