Transforming hospitality training: Interview with Lauren Polson
Laura Polson (Early Careers & Training Manager, JKS Restaurants) discusses their use of Thrive's learning platform for onboarding, training and upskilling.
JKS Restaurants is a restaurant group based in London, whose portfolio of 27 award-winning restaurants represents the diverse, innovative cuisine for which the city is so well known.
In this interview with Laura Polson, JKS Restaurants' Early Careers & Training Manager, we discover how the organisation's use of Thrive helped transform their onboarding, training and upskilling efforts.
About the partnership
What initially led JKS Restaurants to partner with Thrive, and what were you hoping to achieve?
“Thrive’s platform stood out because of its adaptability and responsiveness to industry trends. For example, we suggested features like Sector Suit, and Thrive quickly developed and implemented them, which has been a game changer for us.
Our goal was to centralise compliance and training while providing self-directed learning opportunities. This is especially important in hospitality, where training chefs—due to the hands-on nature of their work—can be particularly challenging. Thrive helps us meet these unique needs effectively.”
How does Thrive's platform integrate into JKS's daily operations?
“Thrive has become our central hub for onboarding and documentation, such as menu and drink specifications. Previously, this information was scattered, making it difficult to access.
Now, everything is in one place, and staff can search for what they need with ease. Managers also use Thrive to communicate with teams more efficiently, ensuring that the right content reaches the right people.”
Impact on JKS Restaurants
What specific challenges was JKS facing that Thrive helped address?
“Compliance and centralised information management were our biggest challenges. Before Thrive, it was hard to track who had completed training or ensure everyone was up to date on policies.
Now, it’s streamlined and easy to manage. Thrive also supports us in fostering a stronger learning culture, making training more engaging and accessible for our staff.”
Have you noticed any measurable improvements since using Thrive?
“Absolutely. Over the past year and a half, we’ve seen a noticeable shift in our learning culture. Staff engagement has improved significantly, particularly with self-directed learning. For instance, newsletters and policy updates, which used to get lost in WhatsApp groups, are now more accessible and engaging through Thrive.”
How has Thrive supported your team's professional development and upskilling?
“Thrive’s bite-sized learning modules are perfect for hospitality staff, who often have limited time. Leadership training, for example, has been highly effective in supporting staff progression—a major draw for people joining the industry.”
Feedback on Thrive
What features of Thrive’s platform have had the most significant impact on your workforce?
“Sector Suit has been particularly impactful, offering tailored compliance and wellbeing content.
Additionally, the ability to create engaging, TikTok-style videos resonates well with our Gen Z workforce, making essential training more digestible and enjoyable.”
Are there any aspects of Thrive’s service or platform you think could be improved or expanded?
“While Thrive meets our needs well, there’s always room for growth. For example, expanding AI capabilities further could enhance personalisation and efficiency across the platform.”
Broader context
How important is technology in supporting a restaurant group's training and development goals today?
“Technology is essential, especially with the influx of Gen Z staff who prefer quick, accessible learning formats. Thrive’s tools help us cater to these preferences, whether through short videos or bite-sized learning modules, ensuring staff stay engaged and informed.”
What trends in staff development or retention are becoming critical for the hospitality sector, and how does Thrive help you stay ahead?
“Staff retention is heavily influenced by career progression opportunities, and Thrive supports this with accessible leadership training. Moreover, keeping up with new legislation, like the recent sexual harassment laws, is easier with Thrive’s quick-to-launch courses.”
Outcomes and future plans
Can you share any success stories that highlight Thrive’s value?
“One standout moment was during a recent restaurant opening. Thrive proved invaluable in managing onboarding, allowing us to streamline the process and make all materials easily accessible.”
What’s next for JKS Restaurants and Thrive?
“Our focus is on refining our onboarding process and expanding how Thrive supports new initiatives. We’re also exploring ways to integrate Thrive even more into our daily operations to maximise its impact.”
Personal perspective
What has been your personal experience with using Thrive’s tools, and how has it impacted your role?
“Thrive has made managing training and compliance significantly easier, transforming how we operate. Its intuitive design and focus on user engagement have empowered our teams to embrace learning as a core part of their roles.”
If you could describe Thrive’s impact on JKS Restaurants in one sentence, what would it be?
“Thrive has revolutionised our approach to training and compliance, fostering a learning culture that’s engaging, efficient, and future-ready.”
