From silver service to room service, front of house to housekeeping, a perfect martini or Manhattan – it’s all second nature to professional hospitality trainer Paul Young, who in the last 10 years alone has upskilled hundreds of young staff in the fine art of treating guests to elegant service at the grand hotels.

It’s no surprise he knows how to provide a great experience – hospitality and service runs in Paul’s family: his parents operated three Wellington hotels, one brother was CEO of New Zealand’s Tourism Hotel Corporation (THC) in the 1970s before moving to Australia where he turned the Travel Lodge into the South Pacific Hotels Corporation, while his other brother owned a gourmet food business and tutors in hospitality.

“I grew up in an industry that I love. I get satisfaction from watching trainees grow and seeing customers enjoy themselves,” says Paul. “It’s a lot more than just a job. It’s really uplifting and great to be part of.”

He first trained with THC as a porter, then wine steward, and graduated to restaurant manager at The Hermitage, Mt Cook. After a stint in the Australian industry, he returned to New Zealand and The Chateau.

He has passed on his knowledge and skills to housekeepers, porters, food and beverage staff, front of house and hotel management trainees right up to Diploma level. 

Training is at the heart of the business. It is conducted according to the hotel’s standard operating procedures and ServiceIQ’s training programmes to help staff perfect skills and gain recognised qualifications.

The tried and true method is a “no brainer” for people wanting to develop a career in the industry.

Paul says:

“You get into the workplace, train and get paid as you learn. It’s also a great way to gain strong time management skills and a work ethic. We have used Industry Training Organisation programmes all the way. Some staff have gained three qualifications."

“We make sure the basics are done right and build on those. As long as people have personality, an open mind and are willing to learn, I can help them to provide great service. This includes operational staff across the Wairakei Hotel and Convention centre – floor staff, housekeeping staff to food and beverage teams – who can kill it on the floor.”

Paul learned important lessons from his experienced parents that he passes on to his trainees: “A hallmark of a good trainer is being a good listener and explaining why something needs to be done a certain way. When staff understand why, they do it so much better. They just need to listen to what they are told and work hard.”

For more information, please contact ServiceIQ on 0800 863 693 or email intel@ServiceIQ.org.nz