Currently Head of Wine for Hand Picked Hotels, Louise Gordon has over 20 years of experience in hospitality. A certified educator for the WSET and holder of their Diploma in Wine & Spirits, she has worked at numerous 5-star establishments in London and the southern counties. Along with creating interesting wine lists, teaching and training about wine are her passions.
As a budding sommelier in my youth, I constantly read wine books, attended tastings on my days off, and visited interesting restaurants whenever my budget allowed.
I began my career as a sommelier in a 5-star environment and stayed in similar establishments for over 20 years. Training techniques varied in each establishment, but one thing remained consistent: a huge emphasis on mastering the basics of every practical skill, ensuring they were executed with accuracy and, more importantly, consistency.
A 5-star or fine-dining concept isn’t always about bells, whistles, and flashing lights. At its core, it’s about doing the basics correctly and consistently. These skills should become automatic—second nature, if you will. Colleagues shouldn’t have to think about how to do something, whether folding a napkin or safely and accurately opening a bottle of sparkling wine. It should simply be something they do.
When done effectively, training breeds confidence in staff, making them more at ease with your guests and enhancing their skill sets.
So, how do we achieve this in an industry often marked by high staff turnover? Training is most effective when it becomes a conversation—a one-on-one question-and-answer session. It shouldn’t be dictated but is most effective when demonstrated step-by-step, with each step explained and reasoned. This mirrors the ABC system of practical skills training, which breaks down each skill into steps and asks the trainee to explain why each step is important, encouraging them to think critically. This approach helps trainees retain the knowledge and reduces the need for re-training.
When done effectively, this method breeds confidence in staff, making them more at ease with guests and enhancing their skill sets. As managers and colleagues in the industry, we must embrace the trainer’s role.
The same principle applies to education. When teaching about wine, the basics are important. They form the building blocks that allow individuals to expand their knowledge and eventually think critically when examining a wine list. Understanding the basic properties and profiles of grape varieties, along with how different climates and winemaking techniques affect them—not just memorizing facts—is a wonderful skill that will stay with you for life. We all know that stories sell, and they are a highly effective tool for staff. However, understanding how oak impacts wine or why decanting can benefit younger wines more than older ones provides a solid foundation for these stories and enhances them further.
Staffs are sometimes intimidated by the idea of learning about wine because it’s seen as a massive and complex subject. While that’s true, when it’s broken down and taught with passion, it becomes an invaluable asset to both the business and the personal development of the staff. Such knowledge enhances CVs and boosts confidence in guest interactions, which can, in turn, aid upselling, cross-selling and overall guest satisfaction.
At the risk of sounding prescriptive, I’m not suggesting all staff must know every wine region and grape variety. However, having a basic understanding of what wine is and how it’s made will undoubtedly enhance the guest experience in any business that serves wine. Not all staff needs to be experts or sommeliers, but confidence in the products they sell is the key.
For me, training and knowledge go hand in hand. Together, they form the foundation of the ‘bells and whistles’ that a 5-star establishment effortlessly delivers.” Perhaps the most impressive aspect is that when executed seamlessly, guests don’t even notice it. It becomes second nature to the passionate and dedicated people serving them.
