Our Training Programmes

Our overall development programme is called the 'Stairway to Success'. It's designed to help our people become managers, and equip managers, supervisors and employees with the skills and knowledge they need to progress to more senior management positions. The development courses are broken down into five levels in order to provide a structured, stepped approach to training and development. It starts with a one-day induction and continues through supervisor, head of department, operational manager, right up to the top levels: general manager, regional general manager and regional director.

Our food has won numerous AA Rosettes and other awards for its standards. Not surprisingly, it takes talented, properly-trained chefs to deliver the kind of well-sourced, seasonal dishes that impress diners and critics alike. Macdonald Hotels Chef's Apprenticeship Scheme for 16 to 19 year-olds is one way we keep up the standard. In partnership with Motherwell College, our apprentices spend time learning the skills needed to excel, before doing it for real for our guests. Well over 200 young people have already gone through the scheme and this year's crop is already well on their way.

For our heads of department, it's vital to keep up with our fast moving industry and its constantly evolving managerial styles. That's why we offer The Institute of Leadership and Management Level 3 Certificate in Management. After a thorough screening process to select fifteen of the most suitable candidates, this challenging programme takes a year to complete, with one workshop a month, supported by self-learning and applied learning. It's all very practical. A series of assignments have to be implemented in the hotel, with real examples demonstrating the impact of new skills and know-how. The main project is a management report. It has to relate directly to an area of development within our business, with a business proposal as a conclusion.

In the first three months of employment, everyone who joins Macdonald Hotels tackles an NVQ Service Level 2 qualification. This provides a solid foundation and understanding of why high quality customer service is an absolute necessity. As part of the qualification, staff are assessed when dealing with customers, whether it's face to face or over the telephone, and in situations where there's pressure from demanding individuals or situations. Key issues include how well they create a positive first impression, build rapport, deal with enquiries and aim to create a long term relationship with the customer. Besides the NVQ, new-comers have to complete all core company training to ensure that company standards are being delivered.