Hospitality businesses across the UK are grappling with major challenges such as persistent staff shortages, soaring customer expectations, growing competition and the increasing demand for high-quality and memorable service.

HIT Training says these pressures are creating an urgent need for businesses to invest in skilled, resilient teams who can deliver outstanding guest experiences, drive loyalty and uphold brand reputations.

Developed in collaboration with industry experts Michael Heppell and Paul Martin, the Academy delivers ‘cutting-edge’ programmes that focus not just on technical service skills, but also on building the leadership, mindset and professionalism essential to thrive in a fast-paced and guest-driven world.

A standout feature of the Academy is the launch of the Hearts & Minds Learning Suite — a first-of-its-kind collection of immersive modules, embedded within the hospitality apprenticeship programme. 

Two specialist masterclasses provide targeted, hands-on training for frontline teams:

• Masterclass one: The Art of Service – Focusing on craft skills, including drinks service, wine and spirits, barista techniques, and delivering service excellence at every touchpoint.
• Masterclass two: Service Experience – Exploring memory-making, storytelling, and host-led service to create exceptional and lasting guest experiences.

Paul Mannering, national hospitality and culinary lead at HIT Training, said: "The Hospitality Academy isn’t just about training - it’s about shaping the future of service. By collaborating with industry experts Michael Heppell and Paul Martin, we’ve created content that directly addresses the needs of today’s workforce and empowers businesses to develop outstanding teams."