The hospitality industry’s main selling point is its customer service, yet according to recent research, only 28% of US hospitality employees have participated in training over the last year.

The hospitality industry is one of the fastest-growing employment sectors, reinforcing the need for ongoing training efforts. This is especially in light of the rapid ascent of sharing economy companies such as Airbnb, HomeAway and VRBO – which offer competitive pricing and flexibility but lack in on-site friendly, knowledgeable and service-focused staff that hospitality brands should be offering.

The digitisation of the customer experience, from tablet-controlled in-room lighting and online booking spa services to chatting with concierge bots, is transforming hospitality operations, but a balance needs to be struck between technology and the human touch customers still seek. Front line employees are positioned to offer this.

Hospitality employers can now take advantage of new technology and build relevant training programmes utilising modern, proven best practices, harnessing online or app-based training platforms, combined with hands-on participation, in a variety of learning formats from short polls to longer assessments and interactive modules. As a result it is easier to collect meaningful data on the progress and readiness of the workforce.

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