Ask anyone why they work for Amadeus and the resounding answer is ‘the people’. Amadeus has some of the best people in the industry and attracts strong talent through a vigorous process where potential employees don’t interview, they audition.
Retail catering In April 2015 operations director Tony Baldock changed the culture of Amadeus from a service culture to a selling culture, ensuring employees are trained to find out what the customer wants. The training programme, ‘Service that Sells’, focuses on employees enjoying the experience while learning to place the customers’ needs at the heart of all their decisions. Employees are immersed in the Amadeus way of life, living and breathing the values of the business, which the programme introduces in fun, interactive ways through a comprehensive training pack. Tony explains: “The training pack really is a super tool. We have games that help explain to staff how their sales will generate profit and the impact they can have on business.” Rewards, such as Love to Shop
vouchers, are given to staff as incentives or rewards. “It’s wonderful to see the staff getting excited and for them to get instant recognition,” adds. Tony. “We want to show that they are rewarded for doing a good job and encourage them to immerse themselves in the culture. It really is an exciting time to be part of Amadeus.” Trophies are also awarded to teams who have achieved the biggest percentages of growth per quarter.
“Ask anyone why they work for Amadeus and the resounding answer is ‘the people’”
Hospitality catering In August 2016, Amadeus launched a training Academy aimed at teaching the art and skill of foodservice at the highest levels. The initiative selects the brightest and most passionate group of Amadeus employees to apply to increase their skills and knowledge to deliver the correct hospitality etiquette. The course structure includes the
difference between good and great customer service and how it impacts
the Amadeus business, plus more practical skills, such as how to set up a banquet, five-point service and why etiquette is so important. The sessions will be both classroom- based and interactive sessions in the NEC Group venues. Commenting on the programme, Tony
says: “In our industry, this level of detail and traditional skills really are an art and I am passionate about encouraging and skilling our committed team to understand and learn these practices.” The Amadeus Academy is part of
the ongoing commitment of Amadeus to promote training and skills within the business and encourage career development.
Case study Tyrel Richards, apprentice Amadeus launched a apprenticeship in partnership with Solihull College in 2013. The scheme has helped many aspiring chefs develop their culinary skills by giving students over the age of 18 the best possible work-ready skills to move into a career in hospitality. Tyrel Richards joined the scheme 12 months ago and was named the Solihull Apprentice of the Year 2015.
How did you find Amadeus? “In 2015 I was 34 and unemployed. I’d never really thought of a career in catering before but I love learning new things in life, so I decided to take on a new challenge. I was put in touch with Solihull College to discuss the academic side of the apprenticeship and then ICC executive head chef Simon Hellier interviewed me and we really got on – he said he liked the way I presented myself. I go to college once a week and we learn the practical side as well as being hands-on in the kitchen.”
What’s the best thing about your job? “The teamwork, the people and that I get to learn something new every day. All the chefs are so helpful and encourage the more junior members of staff every step of the way. I am so happy I joined Amadeus – it really has changed my life.”
Who do you most admire in the business? “It has to be Simon [Hellier]. Not only because he gave me a chance but he has so much experience and expertise it is inspiring. I really look up to all the head chefs as well – they take their time to teach me and I’m learning so much from them.”
www.amadeusfood.co.uk
What would you say to someone wanting to follow in your footsteps? “Just go for it, especially as the apprenticeship for Amadeus is open to all ages. Yes, it is nerve-wracking when you walk into that kitchen for the first time, but it is the best thing I’ve ever done.”
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