Are We Training For the Wrong Things in Hospitality?

A guest storms up to the front desk, fuming. Their flight was delayed, their luggage is lost, and their room isn’t ready. The employee, trained to follow protocol, offers a standard apology and a free drink voucher. But the guest is still frustrated, because what they really needed wasn’t just a script. They needed someone who could think on their feet, take ownership of the situation, and make them feel genuinely cared for.

We spend thousands, sometimes tens of thousands, training our teams. We drill them on standard operating procedures, brand standards, and the finer points of how to fold a napkin just right. But here’s the million-dollar question: Are we teaching the wrong things?

Think about it. How often does a guest problem neatly fit into a pre-written manual? Almost never. Hospitality is unpredictable by nature. Guests have unique needs, crises pop up, and no two days are ever the same. Yet, we pour so much energy into teaching employees to follow the rules that we forget to teach them how to bend them when the situation calls for it.

What if we flipped the script? What if training wasn’t just about memorizing SOPs but about learning how to think critically and adapt on the fly? Imagine incorporating real-time role-playing exercises, where employees practice handling unpredictable guest scenarios. Or problem-solving workshops, where teams brainstorm solutions for real-life situations instead of just memorizing policy. What if training focused less on ticking boxes and more on developing creativity, emotional intelligence, and confidence?

Here’s the truth: A well-trained team isn’t one that can recite protocols by heart. It’s one that knows how to handle the unexpected with grace and make every guest feel valued, whether they’re asking for extra towels or dealing with a last-minute emergency.

Maybe it’s time to rethink what hospitality training really means. Are we setting our teams up to thrive, or just teaching them to survive? Because the best hospitality isn’t scripted, it’s human. So, are we training employees to follow the rules, or are we training them to lead? hashtag#HospitalityRedefined