Şeyda Gönül graduated from Mersin University's Tourism Management program and completed her master's degree in Public Relations and Publicity at Erciyes University. Gönül, who furthered her international experience through an Erasmus program at the University of Bremen in Germany, began her career with the Hilton brand. She later established a strong profile in the industry by holding sales and management positions at major hotels such as Novotel, İbis, Wyndham Grand, Divan, and Dedeman.

Gönül will now utilize this accumulated expertise within the Artaş Hotels Group, aiming to contribute to both the development of regional tourism and guest satisfaction. Radisson Blu Hotel, Kayseri, one of Anatolia's most distinguished hotels, is poised to embark on new successes under Gönül's leadership.

Kayseri, attracting an increasing number of visitors with its historical heritage, natural beauty, and gastronomy, boasts significant business and tourism potential. Radisson Blu Hotel, one of the strongest representatives of this potential, is located at the heart of the city's tourism scene.

It is believed that Şeyda Gönül will make a difference in her new role at Radisson Blu Hotel, Kayseri, one of the region's symbolic accommodation addresses, reflecting the vision of Artaş Hotels Group.

About Artas Hotels Group

Artaş Hotels Group is a tourism group focused on excellence in guest satisfaction, committed to sustainability, and operating with an innovative approach. With its internationally renowned hotels, Artaş continues to add value to the sector with its facilities across Turkey.

Swissotel Resort Bodrum Beach, Radisson Collection Hotel Vadistanbul, Radisson Residences Vadistanbul, Mövenpick Living Çamlıvadi and Mövenpick Living Saklıvadi located in the Vadistanbul area, Radisson Hotel Sultanahmet and Radisson Hotel located in the Sultanahmet area, are part of the Artaş Hotels Group. President The Old Town comprises a total of 12 international hotels, including the Radisson Residences Europe TEM in the TEM region; the European-standard ski hotels Radisson Blu Hotel Mount Erciyes and Radisson Blu Hotel Mount Erciyes Lake Side; the Radisson Blu Hotel Kayseri, one of Anatolia's finest hotels; and the newly opened Marriott Executive Apartments TEMA within the TEMA project. With its expanding portfolio, the Group continues to maintain and expand its strong position in the tourism sector.

Source: HORECA TREND and Radisson Blu Hotel

With over 20 years of international experience in the hospitality industry, Öztürkler previously held senior management positions at global hotel brands such as JW Marriott, The Luxury Collection, Ritz-Carlton, and InterContinental. Known for his expertise in hotel openings, design and renovation processes, operational efficiency, budget development, and guest experience management, Öztürkler has led many successful projects to date.

Having studied Hospitality Management at Florida International University, Öztürkler aims to further improve the service and guest satisfaction standards of Mandarin Oriental, Bodrum with his international management experience and strategic perspective.

Located on the Aegean coast and offering a luxurious holiday experience surrounded by nature, Mandarin Oriental, Bodrum will continue its strong claim in the fields of distinguished accommodation opportunities, gastronomy, brand collaborations and wellness with its new management.

Source: HORECA TREND and Mandarin Oriental, Bodrum

The HORECA sector, which includes Hotels, Restaurants, Cafes and Catering services, is very careful about personnel training. It is undeniably one of the cornerstones of modern economies. HORECA sector An integral part of its success is the staff who carry out its activities every day. Therefore, staff training is not just a procedure, but a critical component in ensuring the sustainability of the business, customer satisfaction and overall growth. Let's examine the details of why staff training is vital in the HORECA sector.

The Dynamic Nature of HORECA

First, to understand the importance of training, it is necessary to acknowledge the inherently dynamic nature of the HORECA industry. With ever-evolving customer preferences, technological advancements and changing market dynamics, businesses must remain vigilant. To achieve this agility, a staff that is well-equipped and adaptable is critical.

In this vast HORECA landscape, businesses also witness the rise of trends such as gastronomy, room aesthetics or event formats. Understanding these trends requires a proactive workforce trained to anticipate and adapt. Furthermore, as the industry becomes more integrated with technology, it is necessary to ensure that staff are not only competent in traditional roles but also in using modern tools and platforms.

In addition, the global nature of the HORECA sector means serving different customers every day, especially in tourist-heavy areas. From understanding various dietary requirements to recognizing cultural nuances in service etiquette, the demands on staff are multifaceted and constantly changing. Training therefore becomes the bridge between these dynamic challenges and the consistent delivery of quality service.

HORECA Sector and Personnel Training

Enhanced Customer Experience: Well-trained staff can provide superior and consistent service. Whether it’s a hotel receptionist or a restaurant waiter, well-trained employees can elevate the customer experience, leading to repeat business and positive reviews.

Operational Efficiency: Training equips staff with the knowledge and skills to perform tasks more effectively, which increases operational efficiency, reduces errors and can significantly reduce costs in the long run.

Employee Retention and Satisfaction: Employees who receive consistent staff training feel valued and are less likely to seek opportunities elsewhere. This not only saves on recruiting and placement costs, but also fosters a positive work culture.

Adherence to Standards and Regulations: The HORECA sector often has strict health and safety regulations. Regular training ensures staff are always up to standard, reducing the risk of legal complications.

Beyond the immediate benefits, staff training plays a crucial role in creating a distinct brand image. After all, customers often remember their interactions with staff more vividly than any other aspect of their visit. These memories, both positive and negative, play a critical role in shaping their overall perception of a brand.

And in the age of instant online reviews and social media feedback, staff performance is under constant scrutiny. Proper training can help keep the spotlight on you, turning every customer interaction into a potential positive reference. In this interconnected digital age, the ripple effects of a single exceptional service experience can be significant for business growth.

The HORECA sector is very careful about personnel training.

HORECA Personnel Training Spectrum

Personnel training in the HORECA sector is not a one-size-fits-all solution. Different roles require different training approaches:

Technical Training: This relates to specific skills, such as operating a particular kitchen appliance or using a hotel management software.

When we delve deeper into the field of technical staff training, we see that it’s not just about understanding the equipment or tools. It also involves knowing the principles behind them. For example, a chef is not only trained to use an oven, but also understands the science of cooking, the chemistry behind flavor combinations, and the physics of heat. This depth of knowledge allows them to adapt and deliver, even when faced with unfamiliar equipment or unexpected challenges.

What’s more, as technology evolves, new tools and machines find their way into HORECA’s premises. Whether it’s the latest coffee brewing device or a sophisticated hotel reservation system, ongoing technical training ensures that staff stay ahead of expectations, ready to maximize the potential of new tools to enhance the customer experience.

Soft Skills Training: Essential for roles that interact directly with customers. This includes communication skills, conflict resolution and emotional intelligence.

While technical proficiency is essential, it is often the soft skills that separate the average HORECA organization from the remarkable one. In addition to communication and conflict resolution, there is also an emphasis on empathy. Being able to put yourself in the customer’s shoes and understand their needs, desires, and even their unspoken concerns is invaluable. This personal touch often leads to lasting customer relationships and loyalty.

Another critical soft skill in the HORECA sector is adaptability. Given the unpredictability of the service industry – from sudden influxes of customers to unexpected challenges like power outages or supply shortages – staff need to think on their feet, making quick decisions while maintaining composure. Training that includes role-playing or situational analysis can help develop these skills, preparing employees for real-world scenarios.

Health and Safety Training: This is very important given the close interaction with food and public spaces. It covers food safety, hygiene standards and emergency procedures.

Beyond understanding health and safety regulations, this training instills a sense of responsibility in staff. Staff not only comply with the rules, but also become stewards of customer health and safety. Emphasizing the importance of habits such as regular hand washing or proper food storage techniques as moral duties, not just regulations, can ensure that they are taken seriously.

There is also a greater focus on mental health and safety in today’s world. Especially in high-stress jobs such as those in the HORECA sector, it is crucial to recognise signs of burnout or stress in oneself or colleagues. Training sessions now often include elements of mental wellbeing and ensure staff know how to seek help or offer support when needed.

Cultural Sensitivity Training: Since HORECA businesses often cater to an international clientele, understanding and respecting different cultures can significantly improve the customer experience.

The global appeal of the HORECA sector means that businesses often find themselves speaking to a mosaic of cultures. Cultural sensitivity training is no longer about understanding basic dos and don’ts. It delves into the deeper nuances of cultures, helping staff understand the histories, traditions and values ​​that shape customer behaviour and preferences.

Furthermore, with the global rise in awareness of inclusivity, cultural sensitivity training includes understanding and addressing different gender identities, disabilities, and even ideologically based dietary preferences like veganism. Such comprehensive training ensures that every client feels seen, respected, and valued, regardless of their background or preferences.

Today’s training also focuses on staff mental health. Given the high-stress nature of many HORECA jobs, courses that focus on stress management, resilience and even mindfulness are becoming increasingly important. This holistic approach ensures that employees are equipped to cope with the pressures of their jobs while maintaining a positive attitude.

Similarly, staff training in the HORECA sector now includes environmental sustainability issues. With increasing awareness of environmentally friendly practices, staff need guidance on waste management, energy conservation and sustainable resource use. By aligning training with global sustainability goals, businesses not only increase their operational efficiency, but also strengthen their brand image with environmentally conscious customers.

Staff Training and Challenges

While the benefits of training are undeniable, there are also some challenges. For many businesses, especially smaller ones, budget constraints can be a significant barrier. Additionally, the high turnover rate in the HORECA sector can sometimes deter employers from investing heavily in training. However, it is important to view training as a long-term investment rather than a short-term cost.

For the HORECA sector to develop, more focus needs to be placed on staff training. As customer expectations increase and competition becomes fiercer, businesses that prioritize continuous learning and employee development will undoubtedly stand out.

HORECA businesses can ensure they stay at the cutting edge of service excellence by integrating regular feedback, adopting advanced training methodologies and fostering a culture of continuous learning.

The Road to the Future

Another growing trend is incorporating feedback from staff into training modules. After all, they are the ones on the front lines and experiencing the challenges firsthand. Their insights into real-world scenarios can help shape more relevant and effective training sessions. This collaborative approach to training not only improves content quality, but also boosts employee morale because they feel their feedback is valuable and impactful.

Another important aspect of future training will be scalability. As businesses grow, expand or franchise, training modules should be designed to be scaled or changed without major overhauls. This ensures that staff training remains consistent and aligned with the brand’s values ​​and goals, regardless of the size or location of the business.

The HORECA sector has enormous power, with a wide area and a direct impact on economies. This power is driven by its people. Investing in them, developing their skills and ensuring they are equipped to face the ever-evolving challenges of the sector is not only advisable, it is also a must. As the saying goes: “Well-educated staff are the backbone of a successful business.”

Source: HORECA TREND