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

One of the most prestigious hotels in Istanbul The Grand Tarabya, is entering a brand new era with the experienced management of the global hotel company Accor. This strategic partnership aims to offer unique experiences to its guests by blending the hotel's deep-rooted history dating back to the early 1900s with a modern hotel management approach.

Located in Tarabya, one of the most popular districts of the Bosphorus, The Grand Tarabya stands out with its elegant structure, historical texture, spacious social areas and breathtaking views. The management agreement with Accor will not only reinforce the hotel's popular position in the local community, but will also make it known among distinguished travel enthusiasts worldwide.

The hotel will continue to be operated and hosted by Accor throughout the extensive renovation process. Once the renovation is complete, The Grand Tarabya will begin operating under the Fairmont Hotels brand under Accor. This transformation will be in harmony with Fairmont’s unique characteristics, while being enriched with special touches that highlight the hotel’s historical heritage and deep-rooted culture.

Afif Salibi Appointed General Manager to Oversee the Transformation of The Grand Tarabya

The Grand Tarabya has announced the appointment of Afif Salibi as its new General Manager to lead this transformation process. With over 20 years of experience in the luxury hotel industry, Salibi has held important positions in prestigious hotel brands such as The Grand Hyatt, Fairmont and Raffles in North America, Europe, Asia and the Middle East. With his luxury hotel experience and global vision, Salibi is preparing to lead The Grand Tarabya to new successes.

Salibi's leadership strengthens The Grand Tarabya's position as a luxury hotel and plays an important role in the hotel's deep-rooted history. Under his guidance, The Grand Tarabya is expected to reach new levels of luxury and service by combining classic elegance with contemporary hospitality.

Having entered the industry with a diploma in hotel management from César Ritz College, one of the leading hotel management schools, Salibi holds a Bachelor of Hotel Management from Washington State University and a certificate from Cornell University. Salibi has spent the last 17 years in senior management positions at Fairmont and Raffles hotels, implementing innovations that emphasize guest satisfaction and service excellence. In 2017, Salibi assumed the role of General Manager at Fairmont Royal Palm Marrakech, and in 2021, he added to his success by serving as General Manager of Raffles Dubai. He will now lead The Grand Tarabya.

The New Address of Luxury and Comfort: The Grand Tarabya Istanbul

The Grand Tarabya offers its guests unforgettable comfort with its 278 spacious rooms decorated with modern designs and private balconies overlooking the Bosphorus. The 29 special residences designed for long-term stays offer 1, 2 and 3-bedroom units with different options for guests looking for the comfort of a home. The hotel's restaurants, bars and cafes offer guests gastronomic experiences in different atmospheres. There are options that appeal to every taste, from the elegance of the T-Lounge on the lobby floor to the lively atmosphere of READ Bistro & Café and the refined experience at The Brasserie. For the best end to the day, Diba Bar welcomes its guests in a pleasant environment on the second floor.

For meetings and events, 13 meeting rooms and the iconic The Grand Ballroom with Bosphorus view await guests with its large capacity and modern facilities. With a capacity for 1.000 people, the hotel can perfectly organize any type of event. In addition, the 4.500 square meter Therapia Spa offers guests a complete relaxation experience in its unique treatment rooms, as well as a fitness center and swimming pools. For those interested in the Turkish bath culture, there are special rituals in the hotel's traditional Turkish Bath.

With its special location on the Bosphorus, The Grand Tarabya is only 15 minutes away from Istanbul's shopping and dining areas, and also offers easy access to Istanbul Airport.

Global Luxury Accommodation Concept: With Accor's Global Network

Accor is a global leader with more than 110 hotels in more than 5.600 countries. The Grand Tarabya will further strengthen its iconic position on the Bosphorus coast with Accor's international experience, extensive network and renowned service approach worldwide, and will offer an impeccable service to both local and global guests.

Source: HORECA TREND and The Grand Tarabya

Kadir Kalay, who graduated from Balıkesir University, Department of Tourism and Hotel Management, started his career by working in different positions at Four Seasons Hotel at Sultanahmet and Four Seasons Hotel at the Bosphorus. Joining the Raffles Istanbul family in 2018 as the Reception Manager, Kalay then assumed the role of Front Office Manager & Head Concierge. Promoted to the position of Deputy Director of the Rooms Department in 2023, Kalay continues his successful career journey as the Director of the Rooms Department as of January 1, 2025.

Having successfully completed many international programs and undertaken independent projects in the field of hotel management throughout his career, Kadir Kalay will continue to provide flawless service to Raffles Istanbul guests in his new role with his deep knowledge of the tourism sector, goal-oriented approach and reliable leadership.

Source: HORECA TREND and Raffles Istanbul