Careers: the keys to success

Marston's Inns and Taverns, the new identity for Pathfinder Pubs, now incorporating the former Eldridge Pope managed estate, has introduced a Keyholder Development Programme that's designed to give its front-of-house staff the chance to gain new skills at their own pace.

Structured as a three-tier system it begins with a small amount of responsibility but builds up, leading all the way to the level of assistant pub manager.

The programme is a useful tool for managers to develop a supervisory structure within their pub - and it gives ambitious staff a defined career path, as well as a financial incentive to move up the ladder.

Marston's Inns and Taverns human resources director Cheryl Evans is pleased with the early results from the scheme.

"The Keyholder Development Programme is helping people develop their skills and careers, as well as helping add to the profitability and success of our pubs," she says. The three stages are:

Keyholder

This first step towards management allows staff to provide cover for managers for up to five hours between 11am and 11pm.

Keyholder supervisor

• Staff can provide cover in the manager's absence for up to 48 hours
• They learn first aid, health and safety regulations and study for the National Certificate for Personal Licence Holders

Keyholder assistant manager

• Staff can provide internal relief cover for periods of up to three weeks at a time
• They attend two workshops run by an area sales manager and regional trainer covering financial management and managing a team.

On completion of each stage pay rates go up and staff are awarded a £100 voucher for the Virgin Experience leisure and activity scheme.

Another programme is being developed that will take successful keyholders to assistant manager level. Meanwhile they can continue their development through Marston's Inns and Taverns' Retail Management Scheme.

This is open to people from all working backgrounds - all you need is the passion and commitment to run a pub, and what it takes to deliver great service and standards to customers.

The scheme starts with an intensive 12-week programme which aims to instil the skills and confidence required to run a successful pub.

The first 12 weeks includes both training courses and old-fashioned hands-on experience in pubs with dedicated trainer managers. This provides a great opportunity for trainees to work alongside a professional who will show them the ropes on the practical basics - from cash and stocks management to how to manage staff and all the key elements of running a pub.

The programme covers:

• The National Certificate for Personal Licence Holders
• Basic Food Hygiene qualification
• Marston's own course in cellar management
• Health and safety
• People management
• First aid
• Customer care
• Kitchen skills.

After that, trainees undertake relief management around the estate improving their confidence and increasing their experience as they go, gaining a working knowledge of the various Inns and Taverns trading formats. And once they have moved on to their own pub career and skills development is still very much a focus.

CASE STUDY: Donald and Paula Hanson

Donald and Paula Hanson joined Marston's Inns and Taverns Trainee Management Scheme in November 2005 and are proud of their rapid career progression.

"The training we received really set us up well for the actual experience of running our own pub," says Donald. "It was practical, down-to-earth stuff, and it also gave us training in the kitchen with one of Marston's head training chefs and food hygiene training. It gave us helpful instruction on how to tackle and defuse conflict as well as preparing us for the day-to-day nitty-gritty of running a pub."

Since they completed the course last year, the couple have been placed in four pubs - the Old Son and the Kings Head, both in Buxton, Derby-shire, and the Spread Eagle in Stafford before landing the modern Talbot in Atherton, Lancashire.

"We learned a lot at the Spread Eagle - two weeks was the equivalent of six months at most places!" says Donald, a former special needs teaching assistant.

"Marston's training course was very helpful - definitely a people-centred course with an emphasis on customer satisfaction."

A six-month follow-up buddy system will mean Donald and Paula can reaffirm their skill levels and help them brush up on areas where they need more work.

CASE STUDY: Darren Corbett

Darren Corbett is the first person to become a fully-fledged manager through Marston's Inns and Taverns' Keyholder programme. The 25-year-old former glass collector took over the Burn in Hartlepool last year and has never looked back.

"It was the training that swayed it," he says. "I've been in the trade for nine years and like many others I began collecting glasses. I was looking for my next challenge and this was it."

After successfully completing all three stages of Keyholder, Darren was managing his own pub in less than 12 months. "Keyholder gave me the training I was thirsty for," he says.