Confessions of a Hospitality Trainer: The Transformation at Lakeview Resort

Share Article:

Confessions of a Hospitality Trainer: The Transformation at Lakeview Resort

A well-known establishment in Brighton, Seaview Resort had long been a favourite for both holiday-makers and corporate retreats. Despite its idyllic location and committed staff, the resort was struggling with inefficiencies and stagnating profit margins. Realising the need to revitalise their operations, the management decided to enlist the services of Capcon for a comprehensive training overhaul, focusing on empowering their staff to fully leverage their Key Performance Indicators (KPIs) and management systems.

The resort’s management team was introduced to Capcon’s advanced training services during a critical quarterly review where it became evident that while the staff were proficient in daily tasks, they lacked deep understanding of how to utilise the systems and data effectively to boost performance and profitability. Capcon’s proposal was a tailored training programme designed to transform everyday operations into exceptional outcomes.

Capcon deployed a team of skilled trainers led by Sophie B, a seasoned expert in hospitality management training. Sophie began with an initial assessment to understand the specific needs of Seaview Resort. She observed operations, interviewed staff, and reviewed their current use of stock management systems and performance data.

The training kicked off with hands-on sessions on the resort’s stock management system, where the staff learned not only how to process and analyse data but also how to interpret this information to make informed decisions. These sessions covered everything from inventory control to guest service optimisations, all aimed at reducing costs without compromising the quality of service.

Next, Sophie organised a series of seminars and workshops focusing on the importance of KPIs. These sessions were designed to help staff understand the critical metrics that should guide their operations, from occupancy rates to average room rates and dining expenses. Through real-world examples and interactive Q&A sessions, the team learned how to align their daily activities with broader business goals.

Perhaps the most transformative aspect of Capcon’s training was the implementation of targeted management training for time and resource management. The staff were taught efficient scheduling techniques, effective resource allocation, and strategic planning methods that ensured optimal operational flow and improved guest experiences.

As the training progressed, noticeable improvements began to manifest. Staff became more proactive in managing resources, guest satisfaction scores rose, and a visible increase in operational efficiency was observed. The once overlooked data from their systems became the cornerstone of their daily management meetings.

Several months after the initial training, Seaview Resort had not only seen an improvement in profitability but had also established a culture of continuous improvement and learning. The management team, now fully equipped to utilise their systems and understand their KPIs, continued to engage with Capcon for periodic follow-up sessions and advanced training.

The story of Seaview Resort demonstrates how targeted training and empowerment of staff can turn potential into excellence. This case not only highlighted Capcon’s expertise in transforming hospitality operations but also serves as an inspiring example to other establishments in the industry. The collaboration between Seaview Resort and Capcon had set a new benchmark for operational success, proving that with the right training and tools, every hospitality business can achieve its full potential.

Want to find out more about how Capcon’s specialised services can help your hospitality business? Get in touch. 

Disclaimer: Names, locations, and specific details have been altered to ensure confidentiality and protect individual privacy. Any resemblance to actual persons, businesses, or specific events is purely coincidental and unintentional. This narrative is intended for educational and informative purposes to highlight the importance of training and auditing practices in the hospitality industry.


Request a callback

Request a callback