Excellence Starts with Education

Hospitality Daily is brought to you with support from Roomza, which helps hotels provide personalized amenities and a guest experience that increases satisfaction, loyalty, and profitability. Learn more >>

Today, we’re learning about the training program at Montage International, which uses industry-leading education to provide exceptional guest experiences. Keep reading to find out how they do it…

TOGETHER WITH ROOMZA

Meet Roomza: Your Partner in Personalization

Ready to welcome premium travelers who value experiences over discounts and are ready to pay more for tailored stays? Roomza helps you stand out with curated personalization that boosts revenue. They provide everything you need, including a free Hotel Personalization Starter Kit with Dyson and Theragun equipment.

Spots in their exclusive pilot program are limited. Learn more and apply now.

Excellence Starts with Education

Joli Barfield

Today, we’re learning from Joli Barfield, Cluster Director of Learning at Montage International..

Big Idea: Your hospitality business can't be the best without the best training. Deep, systematic training sets your teams up for success in providing exceptional guest experiences.

Why it Matters: According to Joli, there are benefits across the business for training and education, as it…

Creates confidence in new hires who might otherwise doubt they belong
Ensures consistent service delivery across all properties by aligning everyone with company values and standards
Builds cross-departmental relationships that last throughout your career ("You never forget the people that you did that training with.")
Empowers staff to act independently to create magical moments for guests without requiring management approval
Helps all employees understand their role in guest service, even back-of-house staff ("No job is more important than the next.")
Ensures leaders can effectively train their own teams, creating a cascade effect of knowledge ("It's not just the people that I'm training, but it's also the leaders within all the disciplines making sure that they're also trainers.")

Go Deeper: Listen to Joli and I discuss this today on the Hospitality Daily Podcast (Apple Podcasts, Spotify), where we cover:

The comprehensive three-day new hire orientation at Montage that includes brand history, service standards, compliance training, and department-specific knowledge
Behavioral training and body language's role in service delivery
Active listening skills to create personalized guest experiences
Leadership development through a "Foundation Series" focusing on communication, finance, and hiring

Today’s Takeaways:

Create opportunities for cross-department relationship building during orientation to increase collaboration
Focus on behavioral training alongside technical skills to ensure consistent service delivery
Mix learning modalities (visual, auditory, kinesthetic) in training to accommodate different learning styles and improve retention
Use interactive tools to make training engaging and memorable

Share your thoughts and join the discussion on the Hospitality Daily LinkedIn page

If you found this helpful, please forward this email to a friend or colleague who might also enjoy it:

Click here to forward this email.

(Or, if it’s your first time reading this, you can subscribe here.)

You may also enjoy…

The Fundamentals of Service in Luxury Hospitality (From Someone Who Trained The Teams Behind The World's Best Hotels) - Jeff Wielgopolan, Meadowood Napa Valley

In this episode, we're learning from Jeff Wielgopolan, a hospitality expert who has led learning and training for Forbes Travel Guide and is currently responsible …

podcast.hospitalitydaily.com/jeff-wielgopolan-service

Working With The LeBron James Family Foundation To Empower People Through Hospitality Skills Training - Stephan Bogardus and Tommy Ostrum, Graduate Hotels

In this episode, we're joined by Tommy Ostrom, Chief of Staff, and Stephan Bogardus, Corporate Director of Culinary Operations at Graduate Hotels, to discuss thei…

podcast.hospitalitydaily.com/graduate-ljff-training

Training Leaders for Success in Hospitality - Rob Paterson

In this episode, Rob Paterson shares insights on the importance of leadership training in the hospitality industry and how to develop leaders effectively. The impor…

podcast.hospitalitydaily.com/rob-paterson-training

A few final things:

If you have any thoughts, ideas, questions, or suggestions for Hospitality Daily, please reply to this email. I’d love to hear from you!
If you have something that would benefit the hospitality professionals who read, listen to, and watch Hospitality Daily, let’s work together to help you help more people.

Thank you for reading.

-Josiah

Update your email preferences or unsubscribe here

228 Park Ave S, #29976, New York, New York 10003, United States

🍍 excellence starts with education