“A big challenge we had when we started running F&B here six years ago was around staff training. The training programmes were obsolete and lacked the flexibility we needed to adapt the training to suit the multiple needs of the stadium operation. There’s public catering on the concourse and in hospitality lounges for up to 50,000 patrons at a time. We also run large conferences and functions in the stadium’s many versatile spaces.”

For Ron, finding a solution to that dilemma was relatively easy. He had a similar problem when Delaware North took over F&B operations for another organisation years earlier. It was there that he partnered with ServiceIQ for workplace training and qualifications across many roles.

At Sky Stadium the job was much bigger, with the team including the full cookery and F&B complement: Retail Cooks, Kitchen Hands, Chef de Partie, Chefs and Sous Chefs, Duty Managers, Area Supervisors, Team Leaders, Corporate Suites Stewards, Corporate Waitstaff, Baristas, Food & Beverage Attendants, and Food Attendants.

No-brainer

“It was a no-brainer really. Working with ServiceIQ had been a huge success in the last contract, and it was obvious that this similar problem needed a similar solution.

“ServiceIQ understands that there isn’t a one-size-fits-all solution when it comes to training. Sure, there are some fundamental commonalities, but hospitality enterprises have very different and unique skills requirements that must adapt to their type of operation – restaurants, hotels, travel hospitality, event hospitality, military hospitality, cruise ships… their needs are all very different. ServiceIQ has the prized ability to adapt the programme to our needs and type of operation.”

As with the earlier contract, the benefits for Delaware North’s multiple Sky Stadium operations were immediate and sustained, Ron notes.

“We’ve seen developments in many areas of the business. Skills retention is much better, we have an enhanced ability to focus on a culture of continuous improvement, and the skilled to unskilled ratio within the team is where we want it to be. It has been a huge return on a very small investment.

“We worked with Martin Russek (Kaitohutohu Whakangungu, Training Advisor Wellington, Wairarapa, Kapiti, Manawatu) to develop what we called Project Human Capital. Martin has been an enormous help and supported us from the very beginning. Nothing is too difficult for him. He truly understands our unique needs… we’ve even adopted him as one of our own!

“Things are tough right now for most of us in the service sector. But one of the things you can do easily and quickly – and that will make a difference – is to skill and train people so that they understand the business and how they can help make it a success. That helps you overcome pain points and make the most of every opportunity you get.

“Don’t hesitate. Talk to ServiceIQ and see how they can adapt their many service sector training options to your operation.”

Photo above: Ron Cherian

At the core

As Ron implies, Delaware North has embedded the learning and development culture deep into the Sky Stadium operation.

“In all our job ads we make a point of noting that learning and career development opportunities, including on-the-job training and formal programmes, are important to us and offered to everyone. It’s at the core of our success, and we make sure that we celebrate that throughout the year, with everyone who completes their training – and their whānau – attending a Celebration Day presentation dinner put on by their colleagues.

“They and their loved ones get to celebrate together as well as personally experience the service that they would normally be providing to others. It shows that we care about them, and they also get to see how much their work contributes to the pleasure of Sky Stadium patrons and visitors.

“It’s one of the things I most look forward to – those evening when we, the Delaware North Sky Stadium family along with our good friends from ServiceIQ, get together and celebrate the hard work and shared success that has given us a real edge as a business.”

Delaware North is a global food service and hospitality company which employs more than 55,000 people worldwide. In New Zealand, they are the hospitality partner to Sky Stadium, Auckland International Airport and Pinewood Lodge in Queenstown.