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.
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.
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.
Managing and Leading a Team
Is the Annual Appraisal Dead?
This Flow Learning by Mapal Whitepaper explores hospitality's approach to annual appraisals.
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.
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.
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.
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.
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.
Ask for Angela - Manager Workbook
This workbook will help you learn how to develop a venue specific response to supporting vulnerable people.