Sheldon: “We work hard to be an attractive employer, as working in food travel retail can be immensely rewarding with plentiful opportunities.”
People visiting airports are there primarily to travel and not to eat and drink, albeit that there are many travellers who arrive earlier to eat, drink and shop. The travel environment has considerable complexities for all concession businesses and food & beverage is no exception. At a busy airport, the pace is fast and the hours long, travellers may not speak the local language, may be in different time zones, or may be anxious about their journey, and these are very different challenges to the high street. “We therefore need to help and assist our customers as much as we can; this means that SSP has to recruit staff with a great attitude and train them with considerable care,” explained Lee Sheldon, L&D Director, SSP Group.
SSP has a number of brands in its portfolio, ranging from Starbucks and Caffè Ritazza to Burger King and M&S Simply Food. Training and development is, therefore, more than at a mono-brand high-street chain.
SSP has a spread of training and development programmes across its business and has a comprehensive training structure in place called ‘SSP Academy’. The company partners with some of the world’s leading institutions to deliver training, such as Franklin Covey. Many of these initiatives are focused on local HR requirements. SSP’s Rosen College programme, developed in partnership with the University of Central Florida, was devised to help management teams from all parts of the business. The week-long programme combines classroom theory and case studies in sessions led by some of the most respected figures in the catering business. These include restaurant business guru Jim Sullivan, whose CV includes some of the world’s biggest-name brands such as Walt Disney, McDonald’s, Coca-Cola and Wal-Mart, as well as Dr Christopher Muller, a leading academic expert in the field of chain restaurant management. Meanwhile, SSP also recently launched a programme that lead manager to a degree. “The new training programme was launched to provide a structured training path leading to a recognised qualification for SSP’s most talented managers. It has particular appeal as an alternative for those who choose not to go to university,” commented Sheldon.
Alongside the logistical challenges of working in the airport environment, including late finishes and early starts, Sheldon highlighted the complexities of getting staff to the airport and through security, which he said can make recruitment a challenge. “All of the businesses at the airport are competing for high quality staff. However, we work hard to be an attractive employer, as working in food travel retail can be immensely rewarding with plentiful opportunities,” said Sheldon. “SSP has a range of local and global initiatives in place and has invested heavily to attract, develop and retain the best in the business. These include internal programmes to develop front-line staff, building a reputation with leading hospitality and catering colleges, and maximising the flexibility of the workforce. In a service business, recruiting the right people is essential, and selecting those with a can-do attitude is essential, not an option.”
