Explores how hospitality organizations can integrate GenAI into employee training without eroding the human judgment, empathy, and service skills that define the guest experience.
KTN trainer argues that expressing genuine empathy before apologizing is the most effective yet most commonly skipped step in guest complaint resolution, with coaching key to breaking ingrained staff habits.
Newport Hospitality Group shares how compassion, training, and courage combined to make a meaningful difference in an employee's life.
Pennsylvania's House Bill 1286 mandates human trafficking awareness training for hotel, motel, and short-term rental employees, with refresher training every two years and compliance verification for third-party booking platforms.
The author argues that hospitality training must move beyond SOPs to incorporate applied psychology, equipping teams with tools to understand human behavior, manage emotions, and adapt in real time.
A practical guide to hotel mentorship covering structured onboarding, digital tools, soft skills coaching, reverse mentoring, and department-by-department checklists for front office, F&B, kitchen, spa, HR, and engineering.
A survey of 505 US hospitality workers found 54% of those aged 25-34 prefer better training over a 5% pay raise, with confidence-building cited as the top motivator over promotion or salary.
Accor and Kylian Mbappé's charity IBKM launch "ibis unlocked" in Brazil, France, Morocco, and Thailand, targeting NEET youth with digital training, NGO support, and hotel immersion experiences across ibis's 2,500+ properties.
HBX Group earned the Queer Destinations Committed distinction after rolling out an LGBTQ+ inclusion training programme with nearly 90% staff participation, building on its 2025 alliance with Queer Destinations.
FPG argues that frontline employees outperform digital upsell tools in on-property revenue conversion, citing a Bali hotel achieving 6% RevPAR growth and a Singapore agent generating $80K in upsell revenue.
PATA's new self-paced online programme offers short courses on ESG and AI-powered marketing, targeting tourism professionals from entry-level to senior roles across Asia Pacific.
Companies should train frontline staff, monitor complaint patterns, and create consistent recovery processes to transform service failures into trust-building opportunities.
Hyken argues that hospitality businesses must translate customer service intentions into specific, measurable behaviors and standards to consistently deliver results.
The hotel group has partnered with the food rescue organization since 2018, combining food rescue with hospitality training programs.
Puorto discusses AI as a new interface replacing traditional software navigation and explores how human presence may become a luxury differentiator.
Partnership provides Leonardo Hotels staff with discounted access to 70+ degree programs and 180+ certificates from SRH Fernhochschule.
Sales challenges like weak prospecting, poor follow-up, and team alignment issues persist unchanged since 1999, requiring human-centered coaching solutions beyond AI.
Research shows the phone remains customers' preferred support channel, yet younger staff lack basic phone skills training.
The partnership will launch Sofitel Tangier, renovate existing properties, and create a co-funded training academy ahead of Morocco's 2030 World Cup hosting.
The Headland hotel in Cornwall demonstrates how prioritizing employee development and community engagement creates authentic luxury experiences that drive record revenues.