We offer a friendly and professional service to all our clients and learners
We all have significant hands on hospitality experience at a senior level
We are passionate about hospitality and promoting high standards of service
Coming from a hospitality background, our support for you is not 9 to 5!
Having worked with the MIA and the AIM accreditation since the accreditation pilot in 2007, when the MIA decided to update the AIM accreditation initially in 2020, we were contacted at Direction Training and have been updating ever since! In 2021, the MIA launched Touchstone, it’s unique benchmarking platform and
After Best Western Hotels UK selection process to provide a Customer Service training programme (which included many of the top eLearning providers in the hospitality industry) Direction Training Associates was selected.
The Managing Director at Ufford Park Hotel approached Direction Training with a view to using our whole portfolio as a basis for their staff training strategy. Our unique bespoke induction modules are part of our approach to supporting companies and the MD was keen for us to develop these to
MeetingsInn are a venue listing site specialising in pubs with meeting rooms. Having identified that the corporate meetings market was open to increasing their use of pub spaces, they were also aware that pubs needed to increase their awareness of the expectations of the corporate booker in order to be
Tommy Miah, the founder of the Tommy Miah Hospitality Management Institute in Bangladesh, contacted us via The Institute of Hospitality, to discuss extending the current scope of his institute, which traditionally focussed on Chef development, into additional business streams and introducing ‘Best Practice’ eLearning training.
3 small individual hotels form Hollybourne Developments. With no specific HR support and General Managers who are very hands on, induction was an area that frequently fell off the radar! The MD was keen to ensure teams were legally compliant and we were asked to set up an induction programme
A major role of the MIA is to represent and lobby Government on behalf of the meetings and events sector. During the pandemic, key hospitality industry associations came together to represent the concerns of the industry and communicate back to businesses the way forward. Each association put together guidance for
In 2018, The Caravan and Motorhome club developed their glamping offer for members, offering the benefits of luxury accommodation with the outdoor experience. Competing with luxury country house hotels and high end guest houses, communicating standards and procedures to staff was critical. Due to our experience of hotel Housekeeping, we
Esprit had a proven commitment to staff and had achieved the Investors in people accreditation along with ISO 9001. As part of their recruitment strategy to become a lead agency staff provider, Esprit wanted to strengthen their existing process to ensure agency staff had the correct base training in place,
“Direction Training has significant experience in the development and delivery of a wide range of training programmes from Level 2 to Level 6. These include customer service, training and developing staff, development of workbook materials in support of apprentice skills, training and team development and a wide range of accreditation activities. The panel commends this development as timely and useful and recognises the contribution to continuing professional development the programmes can afford to individuals seeking further knowledge and understanding across a range of operational areas. The programmes are designed to be accessible to a wide range of learners and on completion improve the knowledge and understanding of learners. The emphasis on developing professional competencies across a wide range of roles is a valuable contribution to professional training within the industry”
London
When the Meetings Industry Association needed an expert to support the development of re-opening guidelines for venues during the pandemic, the logical choice was Direction Associates. Their understanding of the sector ensured we could offer our members a detailed and easily adoptable plan to prepare for the critical re-opening phase.
The plan developed was also shared with DCMS and as a result, became the re-opening guidance for the whole sector signposted from gov.uk.
Chief Executive
The range, content and Industry-focused training materials represent an excellent suite of accredited training materials and resources for Hospitality and Tourism Trainers and Operational Professionals. The content, style and structure of the training resources are based on and benchmarked against, International Best…… Their application in the workplace, through workshops and self-learning initiatives, are designed to enhance Employee Performance and Standards in Housekeeping, Health and Safety, Customer Services and Food & Beverage Standards. The proposed Learning approach for both Individuals and organisations utilises modern e-learning technology and reflects the modern training and development needs of the International Hospitality Industry. The centre is pleased to endorse, support and utilise the products and services of Direction Hospitality Training in its work with the hospitality and tourism sector in Ireland.
Ireland
Nearly all of our front of house members of staff have completed the training now. I think the most difficult part is rotaring the staff time to complete the modules. It’s been hugely beneficial in the fact that staff feel and are empowered to deal with the small niggles before they turn into a complaint. Pre doing this it was difficult to ensure that staff always recognised when someone was just making a comment or were requiring some remedial action and it would sometimes get left or ignored now they know to when to action something , the levels that they can action to , and when to escalate to manager or supervisor , it has really cut down in terms of anyone writing into us or demanding to see managers. But they are reporting everything back into the management without fear of being told off because they are taking actions to remedy problems. I would highly recommend it as a cost effective way of doing customer service training with out taking people out of the business on mass.
Yorkshire
The ‘Being Disability Aware’ course has really helped our staff team in understanding stereotyping, prejudice and discrimination and how this can impact on service offered. It has encouraged them to ask ‘Do we meet the needs of all our visitors?’ and have suggested/made tweaks to how we treat disabled guests. As the Training & Development Manager I have used this module as the basis for our team to: Recognise the true value of all our customers including those with specific needs Develop insight in understanding the factors that form visitor expectations in relation to accessibility Relate the Equality Act 2010 to customer service and the significance of the law in their role I have also taken this to a further stage and am developing a basic sign language session to run in-house to deliver exceptional service utilising non-verbal communication strategies. I continue to remain extremely impressed with the platforms instructional design and ease of access. A number of our team are visual individuals, so to see actual hardware with verbal reinforcement, helps them remember information.
East of England
Having been required by my client to ensure the modules were completed by all of my hospitality staff, I was initially sceptical. How wrong could I be. It was not only invaluable for my team as it meant all were starting on Day 1 with a thorough understanding of what was expected of them, but it was also an incredibly useful tool for me. I was able to see quickly and easily who had started or completed the modules, and chase those who had not. I was able to get support at virtually all hours of the day when staff had issues or queries and I was enormously grateful for the ability to either blanket email or quickly select the relevant staff for updates and changes to their schedules or job location. I have another large event coming up at the end of the year and will be suggesting that this client takes on the system not only for my host/hostess staff, but for their catering teams too.
London
“Direction Hospitality Training has proved to be an excellent platform with all the current and relevant training our staff in the hotels could ask for. We have members of staff who were very sceptical to the idea of online training at first and since logging onto the platform they have really taken to the system very well. The same members of staff are now the ones asking when the next modules are coming out and are always first to complete them. Judith and Graeme have made the transition simple for our business and have been a huge help and a pleasure to work with.”
Home Counties
Hotel Collingwood has been using online learning from Direction Hospitality Training for the last 3 years and all our team are currently completing online modules and programmes to support the training we deliver in-house. We especially find the benefit of the “Giving Great Customer Service for Best Western Teams” programme for all our customer-facing teams. The hotel-specific programme developed by Direction Training in conjunction with Best Western is a must for new staff and a great reminder for existing staff. The ‘Action plans’ included in each module have proved especially helpful for our HODs to follow up on the team’s ideas to improve customer service. We have noticed the difference and more importantly, our customers have too.
Bournmouth
Direction Training has produced an attractive & functional focused hospitality learning management system that is rapidly advancing.The modules are informative, interesting and tailored to address all the course topic objectives. Learners knowledge & understanding is assessed throughout the modules with activities that mirror real world situations. These are then followed with feedback that shows the impact of the decisions and choices they have made giving learners excellent insight in the skills and tools required to deliver the required standards of service within all aspects of hospitality. I have been extremely impressed and so would highly recommend Direction Training”.
Lake District
We have partnered with Direction Training for the past 5 years. We have complete confidence that their on-line learning management system ensures 100% compliance and is the perfect platform to guarantee all of our training requirements are continually met. Graeme and Judith have many years of direct hospitality experience, and this is evident in the extremely wide range of training available. They work very hard to update content and courses with new legislation, laws and best practice. Using Direction Training allows us to keep our training up to date, we have worked together to introduce new refresher modules, created with the various departments and users in mind. Direction Training provides an exceptionally high level of personal support to all users which match our business goals as it continues to evolve. With a genuine desire to help in any way, whether that has been checking whether there are any other courses they can source for us or helping with administrative and technical requests, with amazing response times, we always feel like we could be their only customer. They are a pleasure to work with and we hope the relationship continues for a long time.
Wales
The Institute of Hospitality endorses all our training modules and programmes.
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