Bitesize Content

Flow Learning Content

Enhance your team’s skills with Flow Learning Content—our custom-created resources that align with and build upon our classic learning suite. Designed to reinforce essential knowledge and introduce fresh insights, these short modules ensure your team is always ready to deliver their best.

Recruitment, Retention & Onboarding

Career Mapping Your Way to Better Retention

How can you get your staff to stick around long term? This video will show you how career mapping can be used to boost retention in your venue.

Video

Competing for Hospitality Talent When Candidates are Scarce

This MAPAL OS Whitepaper interviews hospitality HR leaders to hear their best practice tips and strategies in finding talent.

PDF

Conduct Impressive Interviews

Are your interviews helping you recruit the best talent? Follow the six-step process in this video to ask the right interview questions and maximise your recruitment process.

Video

Excellence in Hospitality Onboarding and Retention

Recruitment in hospitality has never been harder. This MAPAL OS Whitepaper explores what you can do to retain great talent in the long term.

PDF

The Comprehensive Guide to Restaurant Labour Optimisation

This MAPAL OS Whitepaper provides tips from the best in hospitality on how to optimise your labour strategy.

PDF

Managing and Leading a Team

Is the Annual Appraisal Dead?

This Flow Learning by Mapal Whitepaper explores hospitality's approach to annual appraisals.

PDF

Power Up Team Motivation

Want to level up your team? Discover what drives each team member and find out ways to boost your team’s motivation.

Infographic

Preparing for Appraisals (Managers)

What do you need to prepare for an appraisal? This resource will show you the key things to consider to help you lead a great appraisal.

Infographic

Successful Leadership in Multi-site Hospitality

In this MAPAL OS Whitepaper, we explore a variety of successful approaches to leading multi-site hospitality businesses.

PDF

Tame Your Time Management

Follow seven tips to help you cultivate systems, untangle your tasks and tame your time management.

Infographic

The Art of Delegation

Have you mastered the art of delegation? Discover tips to streamline your workload and unleash your team's true potential.

Infographic

Are You a Team Player?

Exploring the key ways to be a great team player so you can support your colleagues and have a great time at work together.

Video

Become a Better Verbal Communicator

Becoming a great verbal communicator can be challenging. This animation covers seven top tips, to improve your communication.

Video

Being an Ally

Phil Hudson-Evans, head of learning and development for Frasers Hospitality, explains what being an ally means.

Video

Using the Right Language

Thomas Stroppel, head of learning and development at Dishoom, explains the importance of using the right language.

Video

Marketing, Content Creation & Socials

Conduct Professional Video Interviews

Interviews are a great way to share personal, credible and engaging content. Find out how with the practical tips in this video.

Video

Film the Perfect Shot

Want to film great video on a budget? In this video, we’ll show you how to use your smartphone or camera to frame and film the perfect shot.

Video

Light Your Video Right

Lighting an interview doesn’t have to be difficult or expensive. In this video, we’ll show you how to set up and light your scene.

Video

Record Clear Audio

Clear audio is essential for great video. In this video, we’ll show you how to set up a microphone and ensure your audio is clear.

Video

Revenue & Finance

Hospitality KPIs: Metrics that Matter

This MAPAL OS Whitepaper focuses on the essential metrics that businesses need to measure to ensure continued success.

PDF

Revenue Management

Explore the basics of revenue management, and the results you can expect if you begin managing your revenue more effectively.

Video

The Three Magic Numbers

Revenue management depends Turn, Spend per Head and Revpash. Learn about each and what they can tell you about your revenue management.

Video

Career

Five Steps to Boost Your Career

Is your career moving in the right direction? Use these five steps to make a plan and give your career a boost.

Video

Launch Your Best Brand You

Want to propel your career, guide your development and feel great about yourself? Follow the four steps to build your BEST personal brand.

Infographic

Preparing for Appraisals (Staff)

Want to impress in your appraisal? This resource will show you how to prepare for your next appraisal.

Infographic

Wellbeing

10 Ways to Give Yourself a Mental Boost

10 tips on hot to give yourself a mental boost, i.e. reaching out to friends/family, getting enough rest, or exploring a new hobby.

Infographic

Are You Sitting Comfortably?

Top tips for creating a great desk space that can help you stay happy and healthy at work.

Video

Employee Wellbeing in Hospitality

This Flow Learning by Mapal Whitepaper breaks down employee wellbeing into five elements: career, social, financial, mental, and physical.

PDF

How Can You Tell When Someone Has Been Spiked?

Get to know the warning signs that may suggest a guest has been spiked, so you know when to take action.

Video

Customer Service

Dealing with Complaints

Manage guest complaints in five easy steps and choose the correct response to different types of complainers.

Infographic

Great Guest Experiences

Listen to hospitality expert James Hacon’s top tips for providing a great hotel experience to your guests.

Video

Is the Customer Always Right?

Sometimes your guests will come out with dis-criminatory language to you or in front of you. How do you manage this in a polite but assertive way?

Video

Upselling and Suggestive Selling

Get founder of the London Cocktail Club JJ Goodman’s top tips for upselling and suggestive selling effectively.

Video

How can I Fix My Coffee?

Are you making the perfect coffee every time? Not everyone is an experienced barista, so it can be difficult to always get your coffee right.

Infographic

Health & Safety

The Control of Substances Hazardous to Health (COSHH)

Hazardous substances are a key workplace risk, but easily managed. Explore how COSHH can help protect you.

Video

Be Safe, Evacuate: How to Respond to a Fire

The 4 steps needed to evacuate a venue: Raise the alarm and call for help, Evacuate, Support your guests & Meet at the fire assembly point.

Video

Injuries and Illnesses at Work

Explore eight common injuries and illnesses and what to do when faced with each at work.

Video

Hand Washing Simulator

Familiarise yourself with the nine steps of proper hand washing.

Video

Food Safety & Kitchens

Science in the Kitchen

There is a science to creating tasty food. Get to know how food reacts to cooking and the results you can expect.

Video

Food Poisoning by Bacteria

Find out how bacteria can cause food poisoning and how to prevent it from happening.

Video

The 7 Principles of HACCP

Explore the seven principles of the Hazard Analysis Critical Control Points (HACCP) system, which all food safety procedures must follow.

Video

Tools of the Trade

Get to know some of the key equipment you may find in your kitchen.

Video

What are Allergens?

Get to know the key allergens and how they can affect your customers.

Video

What is Food Safety?

Learn what we mean by ‘food safety’, how it is ensured and why it is so important.

Video

Knife Skills: Boning

Here, chef Tony shows you the correct technique for deboning a chicken.

Video

Knife Skills: Carving

Get familiar with the process of carving a ham joint, as demonstrated by chef Tony.

Video

Knife Skills: Filleting

Chef Tony guides you through the process of filleting a fish.

Video

Knife Skills: Prepping Your Veg

Find out how to get the most out of your veg with these knife techniques, including everything from paring to mirepoix.

Video

Sustainability

Becoming a More Sustainable Hospitality Business

This MAPAL OS Whitepaper explores some of the ways in which your business can become more sustainable.

PDF

Becoming a Sustainability Champion

Managing Director at the Sustainable Restaurant Association, outlines how the role of sustainability champion can work.

Video

Make Sustainability Pay

10 easy steps you can take to make your venue more sustainable.

Infographic

Managing Food Waste More Effectively

Managing Director at the Sustainable Restaurant Association, Juliane Caillouette Noble, outlines managing food waste

Video

Partnership Content

Boost your team’s leadership and management skills with our Bitesize Partnership series. Created by our friends at MindTools, these engaging videos provide practical guidance on leadership and management topics like communication, resilience, and decision-making, helping your team excel in every situation.

Strategic Thinking

The Plan - Do - Check Process

Explore how the Plan-Do-Check-Act (PDCA) model, facilitates continuous improvement for hospitality managers.

Video

Drive Success with Continuous Improvement

This video introduces continuous improvement as small, steady changes that boost efficiency, slash costs, and raise customer satisfaction.

Video

The Line Managers Role in Strategy

Discover a 5-step guide to enhance your leadership skills and turn strategic visions into actionable results.

Video

Manage Change with the McKinsey 7-S Framework

The framework identifies seven elements that need to be aligned within an organisation when implementing change.

Video

Personal SWOT Analysis

Do you want to unlock your full potential and get the most out of your career? This video explores how to use SWOT Analysis for personal development.

Video

Developing Others

Leaders and Managers as Coaches

Coaching involves targeted, purposeful conversations that are essential for unlocking potential and fostering development.

Video

The GROW Model

Being a great coach is all about asking good, open questions, but how do you make sure these help your coachee reach a solution?

Video

Coaching Conversations Dos and Don’ts

Discover how to let the coachee take the lead with open-ended questions that encourage deep reflection.

Video

How to Give Feedback Effectively

Discover how to master effective feedback, a crucial skill for team development and performance.

Video

The CEDAR Feedback Model

This video shows how the CEDAR model transforms feedback into a constructive, empowering process.

Video

Learning Curves Video

This video demystifies learning curves, illustrating how they play a crucial role in navigating challenges.

Video

Better Learning with Cognitive Load Theory

This video explains how our brains process new information through working memory and how it's integrated into long-term memory.

Video

Managing and Leading a Team

Leading Change with Kotter’s 8 Step Model

Embrace the dynamics of organisational change with John Kotter's eight-step process, designed to ensure successful change management.

Video

Resistance to Change

Follow the team at Acme as they face the challenge of adapting to market developments and new technology amidst employee resistance.

Video

Quick Tips to Motivate Your Team

Tips on leading by example, maintaining a positive attitude and demonstrating your commitment to excellence.

Video

How to Build an Effective Team

Discover the importance of setting clear goals, assembling the right mix of talent, and providing ongoing development opportunities.

Video

8 Ways to Manage Team Overload

This video introduces eight effective strategies for handling workload pressures and fostering a resilient and productive team.

Video

Working with Menopause

Addressing the importance of not suffering in silence and encouraging open dialogue with healthcare providers, managers, and colleagues.

Video

Maslow’s Hierarchy of Needs

Explore practical tips for creating an inclusive workplace where every team member feels valued, connected and empowered to grow.

Video

How to Resolve Conflict

Explore 5 key strategies for resolving disagreements, emphasising early intervention, assertiveness, timing, empathy, and active listening.

Video

How to Delegate Effectively

This short animation challenges the notion that doing it all yourself is the only way to maintain control.

Video

7 Tips for Successful Performance Reviews

The essential dos and don'ts that will guide you through creating a positive and productive review experience.

Video

Planning to Address Poor Performance

Three experienced managers offer practical advice on how to approach the issues promptly and constructively.

Video

Four Core Leadership Theories

Dive into the essence of leadership through 4 core theory groups, providing insights into the makings of an effective leader.

Video

Six Steps to Ethical Leadership

Embrace ethical leadership to inspire loyalty and integrity within your team.

Video

5 Traits of Successful Leaders

Discover how to harness your confidence, manage emotions effectively, and inspire those around you.

Video

Difficult Conversations Dos and Don’ts

These handy dos and don'ts will help you handle hard situations as painlessly as possible.

Video

How to Spot the Signs of Bullying

Navigate the complexities of identifying and addressing bullying in the workplace with this insightful video.

Video

Wellness and Inclusion

Unconscious Bias

Discover how Overconfidence, Affinity, Recency, and the Halo Effect biases can cloud judgment.

Video

Neurodiversity in the Workplace

Explore the concept of neurodiversity and how it enriches the workplace in this enlightening animation.

Video

How to Encourage Diverse Perspectives

Embrace the power of diversity in driving innovation and profitability in your workplace.

Video

How to Achieve the Right Work-Life Balance

This video offers five key tips to help you restore a better equilibrium in your life.

Video

Relaxation Techniques

Before stress gets out of control, try the effective relaxation techniques in this video.

Video

Managing Stress in Your Team

Stress expert Professor Cary Cooper provides invaluable guidance to help you support your team.

Video

Personal Effectiveness

How to Develop Personal Accountability

This video outlines 6 steps to enhance personal accountability, a key trait that fosters trust and respect within teams.

Video

Solving Problems with Cause and Effect Analysis

Explore a systematic approach to pinpoint the root causes of a problem, enabling you to tackle the core issue directly and efficiently.

Video

Simplex Thinking

This video explains the eight-step Simplex Process, also known as Simplexity Thinking, a tool for creative and effective problem-solving.

Video

Decision-Making Techniques

This video introduces a seven-step process to tackle even the most daunting decisions.

Video

7 Step Guide to Good Decision-making

Delve into the seven steps to making effective decisions, which you can use in any situation.

Video

A Guide to Great Goal Setting

This animation delves into the goal-setting process, presenting five simple steps based on the SMART framework.

Video

Six Time Management Dos and Don’ts

This video is your key to reclaiming time and making it count.

Video

Jo Caulfield on How to Engage an Audience

Jo Caulfield, renowned actress, author, and comedian, shares insider tips on mastering the art of engagement.

Video

Seven Ways to Improve Your Memory

This video will introduce you to seven practical ways to improve your memory.

Video

Adapting Your Communication Style

This video shows you how to get your messages across to create stronger working relationships.

Video

Top Tips for Better Business Writing

The art of compelling business writing with the authors of 'Room 121: A Masterclass in Writing and Communication in Business'.

Video

Top Tips for Negotiating

Be empowered to negotiate more effectively and secure the results you deserve.

Video

An Overview of Creativity

Dive into the nature of creativity, aiming to unlock the potential within every individual and team.

Video

4 Ways to Build Self Confidence

Tips to help you overcome low self-confidence and shows you how it’s a skill that can be learned.

Video

Other

Customer Service Parables

Uncover the magic of customer service with five remarkable stories that prove anything is possible when businesses truly listen.

Video

How to Deal with Rude Customers

Explore the art of handling challenging customers with grace in this engaging animation.

Video

Everyday Cybersecurity

Explore the crucial role you play in cybersecurity at work with this insightful animation.

Video

Project Management for Non-Project Managers

Unlock the essentials of project management and its significance in leadership development.

Video

Agile Project Management Essentials

Explore the dynamic world of Agile project management, a methodology that champions the mantra "Make mistakes faster."

Video

The 7 Key Phases of Project Management

Explore seven key phases of project management, regardless of your experience.

Video

Curated Content

Explore our Curated collection, featuring exceptional content endorsed by us and created by industry leaders in hospitality and business. These handpicked resources complement our own, giving your team access to a diverse range of learning opportunities to grow and thrive.

Managing and Leading a Team

Six Qualities to Look for in Employees

New York City restaurateur, Danny Meyer, reveals the six qualities that hospitality staff should have to ensure a great culture and customer service.

Video

Seven Strategies to be a Situational Leader

Jim Sullivan, author and speaker, gives seven strategies to help you adapt to leadership challenges and be an effective situational leader

Video

How to Conduct Pre-Shift Meetings

Jim Sullivan, author and speaker, explains how to lead energetic and focused pre-shift meetings.

Video

How to Conduct Post-Shift Meetings

Jim Sullivan, author and speaker, explains how to conduct post-shift meetings that connect with every team member.

Video

Intentional and Impactful Leadership

This podcast explores the importance of self-leadership, the power of not being busy for the sake of it, going slow to go fast, and the IEP Method®.

Podcast

Teaching Skills, Not Techniques

Will Beckett, founder of British steakhouse and cocktail bar Hawksmoor, talks to Hospitality Mavericks about how the business prioritises its staff.

Podcast

Characteristics of an Effective Team

Professor Alex Bryan gives his insights into the eight characteristics of an effective team, based on a 1989 study by Carl Larson and Frank LaFasto.

Video

Forming, Storming, Norming, and Performing

This article breaks down each stage, shows you how to do the right thing at the right time to develop your team to high performance.

Article

Eight Common Team Challenges and How To Solve Them

This article looks at the most common challenges teams face and gives practical tips for overcoming them.

Article

Eight Essential Leadership Communication Skills

This article presents eight communication skills and outlines how you can use them.

Article

Essential Leadership Skills for New Restaurant Managers

This article outlines the leadership skills to develop when running a restaurant.

Article

The “Manager-Report” Relationship in Five Words.

Michael Schindler gives his insights into a successful "Manager-Report" relationship.

Article

Check for Understanding

Karin Hurt, a former leadership executive and a current leadership speaker, breaks down the concept of 'check for understanding'.

Video

How to Make Meetings Shorter (for Real)

In this article, Omar L. Gallaga shares time-saving strategies for in-person and virtual meetings.

Article

How to Build a Successful Team

Adam Bryant summarises business leaders' insights and presents ways that you can create a plan and use shared goals to foster a strong sense of teamwork.

Article

How to Discuss Poor Performance with Your Employee

Laura Pavin and Brooke Vuckovic, lead us through how to have tough the conversations.

Podcast

Developing Others

The Secret to Giving Great Feedback

Cognitive psychologist LeeAnn Renninger provides specific examples on the benefits of providing high quality feedback.

Video

What is Active Listening?

Active listening can improve your communication, learn how to practise active listening and how to encourage it in others.

Article

The Importance of Empathy in the Workplace

This article from the Center for Creative Leadership explores why empathy matters for a successful leader.

Article

How to Give Better Feedback: Using the SBI Model for Success

This article outlines the SBI model, which provides a non-threatening and specific structure for the feedback giver.

Video

Active Listening: Hear What People are Really Saying

This article outlines how ‘active listening’ helps you to hear what others are saying and not what you think they are saying.

Article

How to Improve Consistency

Using check-lists will help you and your team to set up shifts consistently and make sure all tasks are com-pleted.

Podcast

How to Give Constructive Feedback

Gerald Ainomugisha at 6Q gives tips and examples to help ensure your feedback is constructive and effective.

Article

Hospitality Thinking - Three Coaching Tips for Hospitality Leaders

Riku Penttinen CEO of hospitality brand, Outpost, shares his tips for leaders in hospitality.

Article

5 Examples of How to Provide Employee Feedback For Managers

Kellie Wong gives solutions to help support creating a culture of feedback.

Video

Personal Effectiveness

How Not to Take Things Personally

Frederik Imbo explains why we take things personally, and gives strategies to help us be happier and not to take everything to heart.

Video

The Inversion Principle for Decision-Making

Optimise your decision-making when faced with new ideas or processes by using the inversion principle.

Video

What Baby Boomers Can Learn from Millennials at Work – and Vice Versa

How diversity helps make companies stronger and urges different generations to learn from each other.

Video

How to Achieve the Right Work-Life Balance

Wes Adams offers four ways to leverage feedback as a tool to improve, rather than strain, relationships.

Article

Resilience in the Workplace: How to Be Resilient at Work

Heather Craig, provisional psychologist, explores resilience and offers tips to help you develop your resilience skills.

Article

How to Turn Feedback into Something You Can Act On

This article by Russ Laraway at Radical Candor will show you how to turn feedback into something you can act on.

Article

How to Improve Communication Skills in the Hospitality Industry

Frank Giannotti explores the value of communication skills in the hospitality industry.

Article

Wellbeing

Five Steps to Wellbeing

This animation guides you through five steps to improve your wellbeing.

Video

Why Mindfulness Is a Superpower

Practicing mindfulness is one of the single most powerful things you can do for your wellbeing. Learn why in this short animation.

Video

Five Minute Mindful Breathing

Take a five minute break to de-stress by following along with this mindfulness breathing exercise.

Video

Mental Health in Hospitality – #timetotalk

Sat Bains describes how sharing experiences, knowing you are not alone and identifying support channels is vital.

Article

Mindful Breathing Exercise

Want to know what mindfulness is and how it works? Follow along with this short video to start practising mindfulness.

Video

Worker Mental Health is the Vital Health-and-Safety Practice Often Overlooked

How can employers can prevent burnout, ease stress and ultimately improve hospitality.

Podcast

Three Secrets of Resilient People

Dr Lucy Hone discusses how to develop resilience, focusing on her professional experience and the personal loss of her daughter.

Video

The 2023 Guide to Hospitality Worker Wellbeing

What affects the wellbeing of hospitality teams and presents strategies to help you support them.

Article

Customer Service

A Hotel is Just a Building – Putting People First

Gabriel Stulman shows how innovative leadership can help drive employee engagement.

Video

Hospitality Intervention — How to Provide an Incredible Hospitality Experience

Bobby Stuckey illustrates the difference between service and hospitality.

Video

Service isn't the Same as Hospitality

Anna Dolce leverages her hospitality background to coach celebrities, athletes and entrepreneurs in great hospitality.

Video

How to Deal with Difficult People

Jay Johnson describes different types of people in the workplace and how we can improve interactions with them.

Video

How Can Coffee Shops Handle a Busy Rush?

Neil Soque, shares insights in this article that will help you to manage busy times, reduce team stress levels and maximise sales.

Article

Ten Tips To Immediately Improve Service

Adam Knight, breaks down the top ten easy ways to take the service you and your staff offer to the next level.

Podcast

Twelve Phrases That Will Help You Resolve Any Conflict

This article by executive leadership coach Lolly Daskal has 12 phrases that you can use to manage and resolve conflicts.

Article

What Guests Really Want: A Better Hospitality Experience

Ensuring guests feel welcome and have the information they need as soon as possible is vital for the five-star experience.

Podcast

Upgrade Your Customer Service to a First-Class Experience

Shep Hyken, reflects on how a customer service experience resulted in an amazing testimonial.

Article

Six Tips for Leading Through Conflict

Identifying 3 behaviours and 6 tips, you can succeed in managing conflict.

Article

10+ Brilliant Ideas to Enhance Your Guest Experience

This blog shows you 14 ways to up your game and provide an out-of-this-world guest experience.

Article

7 Tips for Enhancing Guest Experiences and Fostering a Positive Hotel Culture

Brendan McCoy, discusses exceptional service and create memorable guest experiences.

Article

Navigate Workplace Conflict - 3 Powerful Phrases to Foster Better Connection

This article offers effective ways to navigate workplace conflict.

Video

How to Deal with a Chronic Complainer

This article guides you through how to handle those who have cause for complaint and turn a negative into a positive.

Article

Sometimes Customers Are Just Having a Bad Day

In this article, customer service and experience expert Shep Hyken explores the positives in some hospitality truths.

Article

Sustainability

Good Fish Sustainability Guide

The Good Fish Guide gives practical suggestions to help you make sustainable choices.

Article

Sustainable Menu Planning

This is a comprehensive guide that includes a selection of options for restaurants to consider when menu planning.

Article

Three Ways to Sustainable Bartending

Watch this video by Taste Buds (fea-turing Lorenzo Antonori) for three achievable ways to make tasty cocktails with a lower carbon foot-print.

Video

Sustainability Tips and Eco Inspiration

Amy Northcott gets sustainability tips from top chefs on upcycling food scraps, working with local suppliers and repurposing ingredients.

Podcast

Food Waste Management Strategies, With Dr. Carlos Martin-Rios

Carlos Martin-Rios and Julneth Rogenhoger present an innovative solution to food waste management.

Podcast

Food and Beverage

How to Level Up Your French Press

Improve your French Press by watching this short video by Jody Heltzel from Blue Bottle Coffee Concepts.

Video

How to Build a Cocktail

Comparing the components of a cocktail to an engine, Popular Mechanics walks through how to make a great drink, every time.

Article

Interpreting Wine – Champagne/Sparkling Tasting

Explore grape varieties, growing practices, aromas, flavours and vintage vs non-vintage.

Podcast

How to Decant and Serve Decanted Wine

This video shows the ideal way to decant and then serve wine.

Video

How to Pour – Bartending Techniques

The Diageo Bar Academy show you how to do the perfect pour using a jigger (spirit measure).

Video

How to Serve Red Wine

This video shows the ideal way to serve red wine.

Video

How to Stir – Bartending Techniques

The Diageo Bar Academy show you how to create and stir your cocktails to perfection.

Video

Kitchen

Leadership Decisions in the Kitchen

Josh Sharkey from Meez, shares what he learnt from starting and scaling his company, and how cultures are changing in kitchens.

Podcast

Making Better Menus

In this podcast, Claire Scullion, The Menu Scientist, advises how to make better menus and why it is important to think of, or even ask, the customer.

Podcast

How to Poach Eggs

Tom Kerridge, an English Michelin-starred chef, shows a simple but effective way to poach eggs in this short video.

Video

How to Peel Garlic

Tom Kerridge, an English Michelin-starred chef, shows a simple but effective method for peeling garlic in this short video.

Video

Other

How to Deal With Negative Comments on Social Media

Explore ways you can successfully deal with the negative comments that arise online.

Article

How the Hospitality Industry Can Be Digitally Bolder

Ricky Bichel, offers a view that there will be no escaping the new tech-enabled normal in 2023.

Article

Ask for Angela – Team Member Workbook

This workbook will help you gain confidence to intervene and support a vulnerable person.

PDF

Ask for Angela - Manager Workbook

This workbook will help you learn how to develop a venue specific response to supporting vulnerable people.