Raising the Bar: Transforming Hospitality Through Values

frontline training leadership team values Feb 23, 2024

When it comes to your team’s development, two distinct approaches vie for prominence: skills-based training and values-based training. While both aim to enhance employee performance and drive organisational success, their methodologies and outcomes diverge significantly. Let's consider both approaches:

Skills-Based Training

Focus: In a skills-based training environment, employees often approach their roles with a transactional mindset. Motivated by the opportunity to apply newly acquired skills, their engagement tends to be task-oriented. While they may demonstrate proficiency in executing job functions, their connection to the broader organisational mission may be limited. Their primary focus is on performing tasks efficiently to meet job requirements and objectives.


a. Participants demonstrate proficiency in executing job-specific tasks and processes.

b. Immediate improvements in performance metrics, such as speed, accuracy, and efficiency.

c. While effective within predefined contexts, skills-based training may falter when confronted with dynamic or novel situations requiring creative problem-solving.

Values-Based Training

Focus: Conversely, in a values-based training framework, employees exhibit a deeper level of engagement rooted in shared values and a sense of belonging. By aligning their actions with organisational values such as integrity, empathy, and teamwork, employees feel a deeper connection to the company's purpose. They view their roles as integral to the organisation's mission and are driven by a sense of purpose beyond mere task completion. This intrinsic motivation fuels their commitment to delivering exceptional service and fostering positive relationships with colleagues and customers alike.


a. A shared sense of purpose and identity among employees, aligning their actions with the organisation's ethos.

b. While the results may not manifest immediately, values-based training engenders lasting changes in employee attitudes and behaviours, driving sustained performance improvements.

c. Equipped with a strong value system, employees exhibit greater adaptability and resilience in navigating complex and ambiguous situations, enhancing organisational agility.


Understanding the Essence of Values-Based Training

At the heart of values-based training lies the recognition that exemplary service isn't just about following protocols; it's about embodying core values. These values – be it empathy, integrity, respect, or teamwork – serve as guiding principles, shaping behaviours and attitudes. Unlike conventional training programs that focus solely on skill acquisition, values-based training transcends technical proficiency. It emphasises the cultivation of a mindset that prioritises empathy, authenticity, and genuine connection. By nurturing a culture rooted in values, organisations foster a sense of purpose among employees, driving them to deliver service excellence consistently. Let’s look at this through the lens of customer experience, employee retention and organisational resilience.


Customer Experience

Skills-Based: In a skills-based training environment, customer interactions may be efficient from a technical standpoint. Employees are adept at performing their duties according to established protocols, ensuring smooth transactions. However, these interactions may lack personalisation and emotional resonance. Customers may perceive the service as functional but may not feel a genuine connection or emotional engagement with the employees.

Values-Based: In contrast, values-based training cultivates a customer-centric culture characterised by genuine connections and empathy. Employees are encouraged to understand and empathise with customers' needs and preferences, allowing them to tailor their interactions accordingly. By embodying values such as empathy, respect, and authenticity, employees create meaningful and impactful experiences for customers. These genuine connections foster trust, loyalty, and customer satisfaction, leading to long-term relationships and positive word-of-mouth referrals.


Employee Retention

Skills-Based: In a skills-based training environment, employees may view their roles as stepping stones for skill advancement or career progression. Without a strong sense of purpose or alignment with organisational values, they may be more inclined to seek opportunities elsewhere, particularly if they perceive limited growth prospects or lack of fulfillment in their current roles.

Values-Based: Values-based training fosters a culture where employees feel valued, appreciated, and connected to the organisation's mission. By reinforcing core values and promoting a sense of belonging, employees develop a strong emotional attachment to the company. They derive satisfaction from contributing to a meaningful purpose beyond individual tasks, leading to higher levels of job satisfaction and retention. Employees are more likely to remain loyal to the organisation, motivated by a shared commitment to upholding its values and achieving its objectives.


Organisational Resilience

Skills-Based: Organisations that rely solely on skills-based training may face challenges in adapting to unforeseen disruptions or changes in the business landscape. While employees may possess technical expertise, they may lack the flexibility and adaptability required to navigate complex and uncertain situations effectively. This reliance on technical proficiency alone can hinder organisational resilience in the face of evolving market dynamics or unexpected crises.

Values-Based: In contrast, organisations that prioritise values-based training demonstrate greater resilience and agility in responding to challenges. Employees equipped with strong values such as adaptability, integrity, and collaboration are better equipped to navigate uncertainties with confidence and integrity. By fostering a culture of continuous learning, innovation, and ethical leadership, these organisations can adapt quickly to changing circumstances, seize opportunities, and overcome obstacles with resilience and determination. Values-based training instills a sense of purpose and unity, enabling employees to work cohesively towards shared goals and weather any storm that may arise.


In essence, while skills-based training equips employees with technical competencies, values-based training fosters a deeper sense of engagement, customer connection, employee retention, and organisational resilience. By integrating both approaches, organisations can cultivate a workforce that is not only proficient in their roles but also aligned with the organisation's values, driving sustainable success in the long run.

To find out how we can assist with values-based frontline and leadership development, book a call today.