We work in conjunction with a number of the UK's leading companies, at national and local level, as well as a wealth of independent operators, and across varying styles of businesses.
Flow are currently responsible for delivering training to over 300 companies, and tens of thousands of staff.
The consistent message we hear from our customers is that Flow is market leading in terms of graphics, interactions and delivery of content. Our customers choose Flow because of our operating background and how this tranlates into the training, and because Flow allows them to train not only the legislative modules but also the product and service modules that ultimately drive sales and profitability.
As these case studies show, Flow has made a positive impact on a variety of high profile companies across the industry.
In line with Hilton's own on-line learning tool, Hilton Worldwide University, the Hilton London Heathrow Airport Terminal 5 looked for a supplier that offered high quality, easily accessible and relevant e-learning training focused on our Food & Beverage outlets.
FLOW proved to be a professional, friendly and innovative company that could offer us the courses that we were looking for in a style that is individual and original. The material in the courses is interactive, visual and interesting, allowing us to add our own menus and information, therefore making it more bespoke to our property.
Furthermore it proved to be a cost effective option giving our team members a strong foundation that we can build on with practical training. We look forward to a longstanding and successful working relationship.
Janneke Willems, Training & Development Manager , Hilton London Heathrow Airport Terminal 5
Now that the Hospitality Industry has worked out that our people truly are your competitive advantage there has been a scramble to partner with online learning providers. Whilst there are plenty of good companies providing a wide range of modules we know that FLOW is absolutely right for La Tasca at this stage in our development. It is owned by people who are not only passionate about service, they have actually gone out there and operated fantastic businesses over a number of years, proving their training methods work in our market place. Now they are sharing this best practice.
The FLOW modules are imaginative and engaging because they understand the needs of our employees and ourselves. Indeed I believe them to be 'best in class'.
At La Tasca we have started a journey of service and product improvement and we have decided to work with FLOW on ensuring we have the very best training for our teams. They have worked hard to understand the needs of our journey and provide us with the right tools!
David Pepper, People Director, La Tasca Restaurants
Having sites spread across the whole country, we found using an online method of training more cost effective and less time consuming compared to trying to arrange a date for all our staff to travel to and attend classroom type training. Flow has been a great tool to deliver standardized material to our staff.
It was easy to set up and staff could access the website easily from any location and start training immediately.
As we expand and increase in staff members, Flow is the right choice for us as new staff can be activated on the system instantly and be trained from the first day.
Flow has been helpful in ensuring we are compliant with Food Safety and Health and Safety in the work place'
Cath Pochin, HR Manager Boparan Ventures (Harry Ramsdens and Fishworks)
Harvey Nichols have a combination of luxury food halls bar, restaurants and retail. Customer service is always of optimum importance in all departments and training plays a key role in delivering that.
Flow is a great way we can ensure our hospitality staff receive innovative and exciting training in a demanding environment. The flexibility of the programme allows our staff to complete the legislative modules as soon as they start with us and work through the others at their own pace. All communication and support we recieve from Flow is always personal, prompt and professional.
Melissa McLaughlin, Senior Learning and Development Advisor, Harvey Nichols
Buzzworks have five uniquely stylish venues, all celebrated for their exceptional quality of the food, drink service and entertainment on offer. The group are well known for investing in their people and have a strong training programme.
Buzzworks chose Flow because we wanted to improve the knowledge our staff have before they start working for us and interacting with customers.
We believe that through the Flow Training Modules our staff will have a better and more consistent knowledge in a much faster timeframe. The modules integrate really well with our own in-house Training Programme. The modules are fun and easy to do with lots of interactive games – a great way for all different levels of staff to learn at their own pace."
Angela McPhillips, Personnel & Training Manager, Buzzworks Holdings
An award winning hotel with a choice of bar areas, a stylish dining restaurant, and a dedicated fully adaptable events space, with seventeen boutique bedrooms. Orocco Pier have an excellent reputation for training and customer service.
"We have just taken
Having spent many years training within the hospitality industry, we can see it will certainly help reduce the time managers have to spend covering basic yet essential information . Training budgets can therefore be utilised developing practical and personal skills, not only at the initial stages but right the way through the staff's probationary period.
We look forward to developing a team over the coming months using the system
Eleanor Cooke, Director, Orocco Pier
"We are using FLOW training as a solution to the 2 hours mandatory staff licensing training in Scotland. I have found it to be an effective training tool which frees up valuable management time and allows managers more time on the floor and less time in the classroom. The material is well presented and interactive, and the content comprehensive and robust."
David Wedderburn, People and Development Manager, Malmaison
After having looked at many options for staff training we decided to work with Flow for two major reasons: the company was created from hands on experience in the on trade environments similar to ours. As a result the content is valid and credible in the eyes of our managers and staff who are often sceptic about the value of training. The second reason was the cost effective nature of online training for staff and the quality of the modules developed.
Online training will not replace on the job training by managers however it is a great cost effective way of ensuring: a) that new inexperienced staff have at least basic knowledge b) everyone shares the same language and method. We believe that improved staff quality will drive revenue through improved customer experience.
We plan to use Flow training going forward to ensure a robust and shared knowledge base for our transient waiting and bar staff, and we will be using the Flow CMS to create brand specific training tools once the base modules have been completed.
We expect Flow to have a strong impact on both customer service and management behaviour with staff at an outlet level.
Greg Smith, Associate at O'Sullivans Irish Pubs in France and Cafe Oz Australian Pubs in France
"As the Regional Manager for Eating Inns, a sub group of the Belhaven Pubs, I saw Flow Hospitality Training as a great way to give my managers and staff a consistent standard of training. It is supplementary to our own in house training, however by allowing staff the opportunity to develop their skills and knowledge further we can achieve better customer service in all of our venues. Knowing that staff have completed their Flow modules save our managers valuable time which they can then spend concentrating on more bespoke training on site."
Andy Macleod, Regional Manager, Eating Inns, Belhaven Pubs
"I was initially apprehensive when Matthew Clark invited me to attend a presentation on Flow online training as all the training I have invested in previously has been tutor style, held within a one off time period . This style of training may seem of value on the day, but being convinced that my staff absorb the information presented and use it for my companies long term benefit always lingers in my thoughts.
After the in depth presentation from Rene Kaluznyj from Matthew Clark & Lyndsay Anderson from Flow, my perception of online training was turned around. This style of training suits my business tremendously, especially as the management system gives me the ability to remotely monitor my staffs progress on the training and provide me with a log of their strengths & weaknesses in the various modules.
I will continue to purchase this source of valuable training which is modern, fun to use and good value for money. I would certainly recommend this style of training to other companies."
Mark Dean, Operations Director, Bravo Inns
The Scotch Whisky Experience is a 5* whisky attraction with tours, bar, café facilities and a large events space.
"With a high staff turnover at The Scotch Whisky Experience, logistically it was a heavy burden on our senior team to conduct 2 hour licence training sessions with every new member of staff. The online Flow Hospitality training modules are an efficient and effective way to train our team in the key elements of licensing and only requires a 20 minute follow up on our house policy following completion of the module with a PLH holder. The system is incredibly easy to use from a staff point of view and it is simple to navigate and manage from the administration side. The Flow team are exceptionally helpful and are always on hand to assist with any queries. We would highly recommend both the system and the team to any potential users."
Angela Keir, Deputy General Manager, The Scotch Whisky Experience
Heritage Portfolio are the leading providers of private and corporate hospitality in Scotland offering a Turnkey service with a prestigious client base and a reputation for professionalism, innovation and artistry. They recently won UK Event Catering Award - 2010 at the COST SECTOR CATERING AWARDS.
"Heritage Portfolio are consummate professionals at organising dynamic, innovative and chic events from the sedate and intimate, to the flamboyant and glamorous.
When looking for a training programme for our teams we required a programme that is aimed specifically at our industry sector, from providers who have hands on relevant experience and are equally innovative and leaders in their chosen field.
Flow Hospitality Training has been able to provide all of our requirements and more.
The initial four basic modules (Licensing, Food Safety, Health and Safety and Waiter) are included in our induction programme with new recruits required to complete these prior to commencing work in the department with the remaining six modules (Wine, Customer Service, Cocktails, Coffee, Service that Sells and Bartender) completed throughout the year. This creates a good basic grounding on which to build knowledge and create an experienced team. Due to the online training aspect of the programme new recruits are able to access training at their own pace and convenience which ensures completion. It also creates an appealing training programme for the more IT literate age group that now make up the majority of our staff.
Without fail to date the teams have welcomed a new interactive approach and understanding levels are higher than ever."
Ian D`Annunzio-Green, Executive Director, Heritage Portfolio
"Aberdeen Exhibition and Conference Centre (AECC) believe that it is the people who make the difference to all client and attendee experiences at the venue.
Due to the large number of causal staff we require to service the events at the AECC, the training needed to be accessible to all staff when was convenient to them and in the most cost effective manner for the company. We chose FLOW as they met all the criteria we required; convenient and cost effective, and they also had a good management system. This system allowed us to set-up and monitor all processes with regards to registering staff and ensuring they had completed the training.
To date we have 405 trainees who have successfully passed the license training and are eligible to work behind one of our bars. We have found FLOW very helpful whenever we have had problems and enjoy the relationship we have with them".
Ben Frizell, Assistant Catering Operations Manager, Aberdeen Exhibition & Conference Centre
The recruitment agency Adecco are part of the world's largest HR services group, employing thousands of people in the UK and Ireland every year.
"Adecco chose to use Flow because we have a high volume of hospitality positions throughout the year and Flow allows us to make sure all staff are trained across the board, from food hygiene to bar training and cocktails. We have found all 10 modules to be very useful. It has also been a great selling point to our clients and actually saves them money, in particular with regard to the mandatory licensing training in Scotland.
The staff have found the training to be straight forward to do and our access to the management system allows us to follow up and support as required. We have also found that staff like the certificates for each module as this is another thing to add to their cv.
We have found your team to be very helpful and supportive, so thank you!"
Scott McLean, Branch Manager, Adecco UK & Ireland
Smart City Hostels is an award winning five star hostel situated in the heart of Scotland's capital, Edinburgh. Smart City Hostels has 132 rooms and bar and restaurant facilities which are also open to the public and host private events
"We chose FLOW over other internet based training systems because the service from the team was such a personal experience. We did not feel as though we were just another client and the team worked tirelessly to understand the business and deliver a personalised service.
The average age of my team members is 19-21, they are so used to operating online that it really suits their lifestyle and the fast pace of our business. It gives team members the opportunity to work within our office environment with the support of the management team which is a great introduction to the company and our attitude towards development.
There have been considerable time and cost savings in going with FLOW, it's concise and can be done as part of their introduction to the property.
FLOW has been a revolutionary tool in developing our team. In my business we have to act quickly and get new team members up to speed very quickly, this system has enabled us to do this and also set the tone from day one as to how seriously we consider training to be. Something I did not expect to happen was that departments would take an interest in different departmental modules not relating to their own job. This has been great for team morale as they begin to understand the roles of others within the business. It has also allowed bar team members who are particularly keen to develop their skills. The cocktail module is not mandatory for us but the team love it and it has highlighted a passion for this area which we may have otherwise been unaware of."
Ruth Kerr, Regional Operations Manager, Smart City Hostels
"As a manager at Frankensteins Pub, I was looking for a way to introduce a good training program to develop my staff that would encompass all aspects of the job. Flow Hospitality Training offers a comprehensive training schedule that is easy for the staff to access and complete, and teaches essential hospitality skills with minimal management intervention
The Flow Management System is a great way for managers to monitor staff training on topics, such as licensing, and ensures that my staff receive a consistent level of training, to enable them to give complete customer satisfactio through great service.It has also really helped me feel involved in the training, allowing me to see when staff are passing and failing and who is working to what level.
I think Flow has been a great way to train our staff and has saved me a lot of time (and energy!), especially when inducting a few new starts at a time. It has helped provide a consistent level of training which we never really had before. The modules also made me think about the way we use service as well as things we don't do, which should not only help customer satisfaction, but also increase sales!!
I have really enjoyed using Flow to train myself, let alone add to my own knowledge. It is a fun and easy to understand, which I think is especially good for introducing new employees into the industry with little or no knowledge at all."
Lauren Thomson, Assistant Manager, Frankenstein Pub, Edinburgh
"Montpeliers operate 8 quality food and bar led operations and we have always had a strong sales culture within the business. Last year we introduced the Flow training programme across the group starting with the basics of Waiter, Bartender and Customer Service then moving onto Wine, Cocktails and Service that Sells.
We used Mystery Diners to measure results in staff confidence and sales ability and experienced an immediate uplift in terms of the staff recommending wines to suggesting sides orders, coffees and desserts.
We use our till systems to record spend per head on all table bookings and were very pleased to see an increase of 7% within the first 3 months which has now increased to 9%.
In addition, by moving away from traditional classroom methods of training for company induction etc we have reduced our annual training costs by £70,000.
Finally, by using the Flow Health and Safety module, we were able to demonstrate best practice when looking to renew our annual insurance quote which reduced our premiums by £7,000."
Innes Bolt, Area Manager, Montpeliers (Edinburgh) Ltd.
The Hub
I have found Flow a very accessible and user friendly on-line training package for our staff. Any time when myself or the trainees have encountered a problem, Ali has been able to help or point us in the right direction. Our recent customer feedback from Café Hub has shown a marked improvement in customer service and product knowledge which is a direct result from staff completing the training. The actual training package has gone down well with the staff and most have responded enthusiastically to the interactive and more practical focus. More worthwhile than classroom based learning!
Some feedback from the staff at The Hub:
Very informative and some modules were fun.
The examples were very good and the videos were great –could see it in action.
Very good basic all round training for staff working in hospitality.
The level of detail was good.
Kirsten Stewart, HR Manager, The Hub
As a new business Grill 48 has found Flow training to be a massive benefit to our business. With the new licensing laws in Scotland we must ensure all our staff carry out a minimum 2 hours of training and as the premises manager this task fell to me to carry out. As the owner of a new business this is not something I had time to carry out prior to opening. Flow training allowed us to set the staff up with the relevant training and ensured that they were trained to the correct level prior to us opening on our first day.
Our staff have continued to use Flow training to develop their product knowledge and customers continually comment on how our staff have developed over the last couple of months.
The system is so easy to use even for computer novices like my mum who has herself completed the modules without any difficulty!
For me however the main advantage came when the local licensing authority came in to inspect our training records. As soon as I said we used Flow training they were positive and they were more than satisfied with our training records.
As someone who has worked in the industry for 15 years I can say I have never received training like it and it has allowed our new business to start off as we mean to go on.
Linn Williamson, Operations Director, Grill 48
