A case study on how The Stag's Head Inn, Dunster invests in staff training to ensure high quality customer service.

1. ESB Business case studies template
Business Name: Stag’s Head Inn
Number of employees: 8
Location: Dunster
Nature of business: Traditional Village Inn
Name and Position of person Bernice Murray - Owner
submitting case study:
1. Please tell us a little about the recruitment and/or training need that was
identified within your company (Max 100 words)
Was there new/increased demand for your product or service? Were you diversifying
into new products or services? Did you need someone with specialist skills like
marketing, health and safety or project management to progress your project?
Our family business has been built on reputation. First class hospitality skills are essential to our
continuing success. We are proud of our staff’s achievements, particularly Pepper, who won
Advanced Apprentice of the Year. I enjoy developing young people and skilled hospitality staff are
essential to the future of the Somerset tourism industry.
2. How did you go about identifying whether you needed to recruit new staff or train
existing staff? (Max 100 words)
I like to bring trainees in and give them a few months experience of doing the job before committing
to training. By this time they are used to the shift pattern, working weekends and the demands of
the job. They know if a career in hospitality is right for them and they are prepared to commit to the
training programme.
3. Tell us about any challenges you faced in finding the right people or right training
locally? (Max 100 words)
Attracting younger members of staff to work in an Exmoor village is difficult. The lack of transport is
a big issue for them, particularly in harsh winters. Mostly on-the-job training is therefore essential
for our workforce.
4. Can you tell us how you overcame these challenges and which organisations, if
any, were involved in finding/delivering a solution. (Max 200 words)
Having a good relationship with Somerset Skills & Learning means they understand my business
needs. The employer grants have enabled me to reward staff for undertaking the training.

2. 5. What would you advise other businesses if faced with a similar situation? (Max
100 words)
The return on investment from having a skilled workforce is key. Be patient and take the time to
recruit the right trainee and it is a win – win situation.