Going the extra mile for thousands of hungry, thirsty customers arriving and flying off from Wellington Airport has landed leading global food service and hospitality company Delaware North, the coveted ServiceIQ Excellence in Training and Staff Development Award 2015, announced at the Hospitality NZ Awards in Nelson.
The prize is icing on the cake for the New York-based family business celebrating its 100th birthday in November.
Delaware North serves half a billion customers each year with some of the world’s biggest contracts – from Wembley Stadium to the Nasa Space Centre – and its seven different cafes, bars and the conference centre at Wellington Airport.
One secret to the grand old company’s youthful appearance is the knowledge that success doesn’t come on a plate. Instead, a vital ingredient is skilled people.
It’s why in Wellington, where it serves up to 1900 customers a day, Delaware North has made on-job staff training the major focus for excellent customer experience; from creating great food, coffee and cocktails to providing local and foreign customers with helpful and friendly service.
The strategy is also a hit for its 65 employees; many have either gained or are in line to achieve ServiceIQ national qualifications to help build a rewarding career.
ServiceIQ Chief Executive Dean Minchington says that Delaware North is a perfect example of how modern hospitality businesses are developing staff on-job to excel in a highly competitive market.
He says: “No matter how enthusiastic, passionate or gifted staff may be, they must be given the right skills and knowledge on-job where it’s relevant to what they need to achieve. Delaware North has a strong global culture built around customer service and staff development. It’s a winning approach that fuels success for the business by mentoring, motivating and retaining great staff. It proves that workplace training isn’t a nice to have, it’s a must have.”
ServiceIQ is the official training partner for the hospitality, tourism, retail, museum and aviation service industries. Our experts work with industry to develop top quality on-job training programmes that make a real and positive difference for thousands of businesses of all sizes and their employees, all over New Zealand.
Find out more about our Hospitality qualifications here.
For more information, please contact ServiceIQ on 0800 863 693 or email intel@ServiceIQ.org.nz