Mark Hibberd

At Hospitality Trainer, we believe in unlocking potential in people and profit—and our recent graduates from the Generic Management Level 5 Learnership embody this vision perfectly.

From Birchwood learners to hospitality leaders

Cliff Phela, Angie Tlome, Nokuthula Mngadi, Palesa Phakade, Nozibele Tshangans, and Tsepo Motaung began their hospitality journey as learners on the learnership program Hospitality Trainer runs at Birchwood Hotel and Conference Centre. Their dedication, enthusiasm, and natural flair for hospitality stood out, leading to our founder, Mark, inviting them to continue their learning journey to become accredited Facilitators and Assessors. With the upcoming industry change of transitioning SETA qualifications to QCTO qualifications, the team needed to be trained on new assessing criteria and once again, take the time to upskill.

Outstanding performance on the Generic Management Level 5 Learnership

In March 2024, our six team members embarked on the Generic Management Level 5 Learnership through Ucademy, a journey that concluded in October 2024. Despite having no prior managerial experience, they demonstrated remarkable dedication and growth throughout the program.

Their hard work culminated in portfolios of exceptional quality, which caught the attention of Ucademy’s external moderator. She remarked that she had not seen such a high standard of work in a very long time. This feedback is a testament to the high standard of excellence our staff uphold at Hospitality Trainer and a reflection of our mission: to empower individuals with skills, self-awareness and belief to achieve beyond perceived limitations.

The road ahead: Hospitality Trainer’s vision

As we celebrate this milestone, we’re also looking to the future. Here’s what’s next for us:

• Expanding Our Client Base: With our accredited and experienced team, we aim to serve more establishments across South Africa’s hospitality industry.

• Broadening Our Qualification Offering: We are actively seeking accreditation for additional qualifications to meet the evolving needs of the sector.

• Establishing Assessment Centres: We plan to register qualification-specific Assessment Centres tailored to the hospitality industry, ensuring rigorous and relevant evaluation processes.

Innovating for the future

Hospitality Trainer is more than a training provider; we are a catalyst for change. By continuing to innovate, adapt, and challenge the status quo, we aim to solidify our position as the Industry’s Preferred Skills Development Provider.

To our graduates—Cliff, Angie, Nokuthula, Palesa, Nozibele, and Tsepo—thank you for embodying our mission and inspiring us all. Your success is a reminder of what’s possible when passion meets opportunity. Here’s to a future of growth, excellence, and impact in South Africa’s hospitality sector and beyond.

Interested in exploring how learnerships can positively impact your people and profit? Explore our accredited in-house learnerships and begin the journey towards establishing learnerships at your establishment.

I am often asked what I do for a living. More often than not, when I reply with my standard “I am a skills development provider, specifically Learnerships to the Hospitality Sector”, I see the eyes glaze over. But really, learnerships are a true win-win: good for a school leaver’s career opportunities, good for an employer’s bottom line. So, what is a hospitality learnership – really?

What is a Hospitality Learnership?

“Learnerships are a true win-win: good for a school leaver’s career opportunities; good for an employer’s bottom line”

MARK HIBBERD

The 4 key players in a Hospitality Learnership

Player 1: CATHSSETA

Learnerships are managed by a Sector Education and Training Authority (SETA) which were introduced by government to help skill learners (school leavers) to prepare them for the workplace. Hospitality Learnerships specifically fall under CATHSSETA – Culture, Arts, Tourism, Hospitality. CATHSSETA ensures that learners are learning the right things and developing the skills they need to succeed in the sector – and in your own hospitality establishment.

Player 2: The Learner

Learners need to be older than 16 and younger than 35. They need to have completed school to be eligible to apply to a learnership.

Player 3: Your Hospitality Establishment

Learnerships take place at a place of work. Your establishment is the site where the learners complete the practical, hands-on component of the learnership. You need to have a manager or supervisor involved in the process as they will oversee this component – ensuring that learners are meeting your standards.

Player 4: An Accredited CATHSSETA Skills Development Provider – like us, Hospitality Trainer.

An accredited skills development provider brings the whole learnership together. We:

• manage the implementation of the program
• take control of the theoretical component of the learnership
• show you which benefits are available in terms of ROI, including your BBBEE score

Remember, you can only take advantage of the many benefits of Hospitality Learnerships if you use a CATHSSETA accredited skills development provider

Hospitality Learnership programs develop necessary skills and workplace experience that will open up better employment or self-employment opportunities for the learner and of course, improve companies bottom lines through the various benefits of hosting learnership programmes.

We offer four essential programmes: Accommodation Services NQF Level 2; Food & Beverage Services NQF Level 4; Hospitality Reception NQF Level 4 and Professional Cookery NQF Level 4.

Let’s have a chat, we look forward to your enquiry.

Explore our accredited in-house learnerships now. Begin the journey towards establishing learnerships at your establishment.

Customer Centricity definition: “Anticipating a customer’s wants, needs and communication preferences, then getting it right”

COVID was a wrecking ball to our industry in particular, and the financial recovery for those fortunate enough to be in a position to recover, is a tough ask. Customers have the same financial challenges and are certainly expecting a lot more mileage from their Rands. The only way to get more “bums in beds/seats” is to provide consistent, exceptional interaction. The currency for success is amazing staff who live your brand 24/7, who engage with your customers with enthusiastic confidence. Staff who go above and beyond at every opportunity to get that automatic re-booking and word of mouth engine working in your favour.

The currency for success is amazing staff who live your brand 24/7, who engage with your customers with enthusiastic confidence, going above and beyond at every opportunity

MARK HIBBERD

It takes consistent effort, of course, but let specialists take that on for you. From accredited in-house learnerships and multiple workshops for managers and supervisors, we have everything you need to make customer centricity a fundamental in your establishment. I look forward to your call.

In my 38+ year career, I have watched hopitality establishments struggle to achieve a balance between exceptional staff and profit. Yet a surprisingly simple model exists to help hospitality executives achieve just that.

Providing an exceptional guest experience to ensure return business is key to economic recovery in the medium to long term. Easier said than done – I get it.

MARK HIBBERD

Staffing your operation to deliver the expected service standards can quickly result in problems.

• A bloated headcount that cuts into the profits in off-season.
• Understaffing that compromises service delivery.
• Resorting to temporary labour which we know has its own challenges.
• And let’s also throw in the numerous legislated business practises that require navigation.

Doing business, particularly in Hospitality, requires out-the-box thinking. “Staff training”, as seasoned managers know it, or the modern term of “skills development”, is largely ignored. It’s labelled as an arduous undertaking that costs a fortune for no discernible ROI.

So what can you do?

Exceptional staff with better profits is the holy grail here. And is actually achievable through a surprisingly simple model. Industry specific Learnerships ease the payroll burden, and, apart from ticking boxes on a BBBEE score card (yes I know) have very attractive financial benefits that talk directly to the bottom line.

We understand that an exceptional guest experience is core to your success. And we pride ourselves on being able to deliver high quality training which results in well prepared, customer-focused employees who are central to meeting  customer’s needs and exceeding their expectations. In essence, we provide the platform for companies to build fresh young talent, drive transformation and develop skills and knowledge in-line with the National Skills Development Strategy. And more importantly, improve your bottom line.

If you want to know more about how hospitality training can have positive financial impacts, reach out to hear how our accredited, in-house learnerships allow you to access a variety of levy and tax incentives. Our experienced team is ready to show you achieving the ‘holy grail’ of exceptional staff and exceptional profit is very possible.

We are away on our bi-annual trip to the Kruger National Park and I have been pleasantly encouraged hearing the different foreign tourist languages/accents at the camps we pass through and sightings we stop and interact at. But the resurgence of tourists and our country’s natural beauty is not enough to WOW visitors – exceptional customer service at our hotels, lodges, casinos and conference centres is the key to holding it all together.

We go to great lengths in our training to drive home the absolute necessity to consistently get it right with our service delivery. As South Africans, we are renowned for our friendliness and open-arms culture. Yet we seem unable to capitalise as a collective.  Customer centricity – a catchy buzz word for sure. But vital if we are to achieve the long haul of economic recovery in our industry.  

Theres no point waxing lyrical about our great country over a leopard sighting to then have it all blown to hell when the lunch service is a disaster. 

MARK HIBBERD

The need for Daniel’s

There are individual gems out there. People who are going above and beyond with little effort because they are natural people persons. Daniel, security officer at Ngwenya Lodge main gate is a case in point. He is relentless and exudes customer centricity from every fibre of his being, all day every day. Priceless. We need more Daniel’s, many many more. I have no doubt at all that there’s a Daniel in every single one of us. And so with this in mind, we focus on helping the youth entering our industry to dig deep. To find the best version of themselves that they don’t yet know, realise or believe they are capable of being. The results are truly gratifying. 

It takes time, commitment and perseverance. But is so worth it, not only to the individual, but also to the bottom line. Because getting customer centricity right has a natural positive impact on financial health. Trust the process.

If your team need help with customer-centric mindsets, consider our Customer Service training workshop. A set of trainings that teach staff about Guest Expectations, Professional Mannerisms, Dress Codes and more.