Dr. Nimish G Patel, CEO of HBS Investment Group. Pioneering healthcare, entrepreneurship and disruptive innovation for a healthier future!
I’ve seen firsthand how the hospitality industry is built on human connection. During my time managing a busy hotel, I saw how small inefficiencies in check-in procedures could create cascading delays and frustrate guests. That experience drove me to seek better solutions.
While online training modules offer undeniable advantages, in-person training can help foster the skills and service excellence that define exceptional guest experiences. Let’s explore the current landscape of hospitality training, looking at the benefits of both digital and in-person approaches and discuss why a hybrid model often yields the best return on investment.
The Rise Of Digital Learning
Online training modules offer flexibility, allowing employees to learn at their own pace and convenience. They can be cost-effective by reducing travel and instructor fees. They can also be easily updated, ensuring materials remain current with industry best practices and evolving guest expectations. The American Hotel & Lodging Educational Institute (AHLEI) offers a wide range of online courses and certifications, reflecting the industry’s embrace of digital learning. This aligns with broader trends: A 2023 report by Statista projected the global online education market to reach more than $494 billion by 2027.
The Impact Of In-Person Training
Despite the convenience of digital platforms, in-person training retains a unique power, particularly in the hospitality sector, where human interaction is fundamental. In-person sessions allow for:
Developing Soft Skills
Skills like communication, empathy and problem-solving are best honed through real-time interaction. Role-playing, group discussions and immediate feedback can create a dynamic learning environment that online modules often struggle to replicate.
Building Team Cohesion
Shared learning experiences can foster camaraderie and teamwork and in-person training provides opportunities for employees to connect, build relationships and develop a shared purpose. This is vital in a service-oriented industry where teamwork is essential.
Creating A Culture Of Service
In-person training can be a powerful tool for reinforcing company culture and values. Direct interaction with experienced trainers and managers allows employees to absorb the organization’s ethos and understand its commitment to service excellence.
Immediate Feedback And Coaching
In a live setting, trainers can observe employee performance, provide constructive feedback and offer personalized coaching in real time. This immediate feedback loop is crucial for skill development and improvement.
Hands-On Practice
Certain hospitality skills—such as table service, bartending or guest room management—require hands-on practice. In-person training provides a safe and controlled environment for employees to practice these skills under the guidance of experienced instructors.
The Business Angle: In-Person Training And The Bottom Line
Investing in in-person training isn’t just about employee development; it’s a strategic business decision. High employee turnover is a significant cost driver in hospitality. In-person training can contribute to increased employee engagement and retention. Furthermore, well-trained employees provide better customer service, leading to increased customer satisfaction, positive reviews and repeat business. A study by the Cornell Center for Hospitality Innovation found that guest satisfaction is directly linked to employee satisfaction. This highlights the direct correlation between training, employee satisfaction and, ultimately, profitability.
The Power Of A Hybrid Approach
All of that to say, I believe the most effective hospitality training programs often combine the strengths of both digital and in-person learning. A blended approach might involve employees using online modules to acquire basic knowledge about company policies, product information or industry regulations. In-person sessions can then focus on developing soft skills, practicing specific tasks and reinforcing company culture. Online platforms can be used for ongoing learning and development, providing employees with access to updated information, refresher courses and opportunities for professional growth.
In the ever-evolving hospitality industry, training is essential for staying competitive and delivering exceptional guest experiences. While digital learning offers flexibility and accessibility, the enduring power of in-person training to develop soft skills, build team cohesion and create a culture of service cannot be overlooked. A hybrid approach, leveraging the benefits of both online and in-person methods, is often the most effective way to equip hospitality professionals with the skills and knowledge they need to succeed, contributing to both employee satisfaction and a stronger bottom line.
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