Stadia & Venues

Hospitality & Leisure spans a wide range of activities including accommodation providers, tourist attractions, catering services and entertainment companies. With almost 2million people employed in the sector by 180,000 organisations, this is a diverse field, but with one major feature in common- a customer who increasingly demands higher quality but low cost. And let’s not overlook the 2012 Olympics; a huge opportunity for the best suppliers- are you ready?

Stadia and Venues in particular have become a special interest for us. Here we see organisations who are challenged by very high levels of staff turnover (30% isn’t uncommon), seasonal and sporadic sales opportunity, and a competitive marketplace where margins can be low but customer service expectations high. If you’re providing a service in some of the country’s top stadia, you’ll know that good service is a big factor in winning and retaining contracts; yet you’ll also be dealing with the demands of high flexibility, unsociable working hours and recruitment problems. You’ll likely have to conform to regulatory requirements for minimum qualifications and increasing public scrutiny of your services. In many cases, your success will be dependent on the spending confidence of customers, which may be fickle, and linked to the sporting success of a host stadium.

To be successful, you probably already know you need to motivate and retain good staff, deliver a great customer experience against severe time pressures, rely on your managers to deal with a myriad of operational challenges, and keep a relentless eye on your costs. The best providers of outsourced catering and security services train their workforces using innovative training methods, develop their managers to have a broad commercial competence and continually strive to improve customer satisfaction. If you’re already a top-performing supplier, you’ll understand your business drivers, and how key skills, attitudes and behaviours can improve management and staff performance. You won’t accept the sector average that more than half of your managers and over 60% of the workforce have inadequate qualifications for their positions.

Mitre Group understands your sector, and can offer you no-cost, effective solutions tailored to your exact needs. Rely on us to provide development solutions that fit around your work and shift patterns, that will help you deliver the most cost-effective service possible. We can organise and deliver all of your training needs to help you raise the bar in productivity, customer service and retention. We’ve designed and delivered high quality programmes for Lindley Group, Derby County Football Club, as well as a myriad of restaurants, hotels, and accommodation providers. Our services span technical and generic skills to deliver the employer-led agenda for change promoted by your Sector Skills Council, People 1^st. A typical development programme for your sector is shown below. Contact Lesley Turner now to find out more.

Client Case Study

Supporting The Blues! Mitre Group were invited to train customer service staff at Lindley Catering, who are the biggest stadia catering com-pany in the U.K. We’re now delivering a programme to train and qualify their staff in Customer Care & Service... read more

Typical Development Programme