Why Are Hotels Cutting Corners on Training?
Ever walked into a hotel and felt like the staff was just as lost as you were? Maybe your check-in took forever because the front desk agent fumbled through the system. Or you asked a server about the menu, and they gave you a blank stare. That’s what happens when training is an afterthought.
Every hotel loves to brag about guest experience. It’s in the mission statement, on the website, in every marketing campaign. “We deliver exceptional service.” “Guests come first.” “Luxury is in the details.” But when budgets get tight, what’s the first thing that gets cut? Training.
It’s a strange contradiction. Hotels will spend thousands on refixing the same broken equipment, marketing campaigns to drive revenue, signature cocktails, and rebranding efforts, but when it comes to investing in the people delivering those experiences, suddenly, there’s no money left.
Service Starts with Preparation
You can’t claim to be all about guest experience if you’re not giving your employees the tools to succeed. A front desk agent thrown into the shift without proper training isn’t going to deliver seamless check-ins. A housekeeper who doesn’t understand brand standards can’t meet expectations. A server who’s never been properly coached on upselling won’t help drive revenue.
And yet, new hires get rushed through a day or two of shadowing, then they’re expected to perform at the level of a seasoned pro. Managers are too busy to train, turnover is too high to keep up, and before long, you’ve got an operation full of underprepared employees just trying to keep their heads above water.
To Cut Training will Cost More in the Long Run
Hotels think they’re saving money by skipping training, but they’re paying for it elsewhere. Untrained employees lead to more mistakes, more guest complaints, and higher turnover. And when service dips, so do your reviews, your reputation, and ultimately, your revenue.
But the hidden costs go deeper. Well-trained employees don’t just prevent problems, they create value. A front desk agent who knows how to upsell can boost revenue per available room. A knowledgeable restaurant server can increase check averages with smart recommendations. Housekeepers trained in efficiency can turn rooms faster without sacrificing quality. Proper training improves efficiency, drives loyalty, and enhances profitability.
If You Want Better Guest Experiences, Invest in Your People
The best guest experiences don’t happen by accident. They happen because employees are prepared, empowered, and confident in their roles. That takes training. That takes investment. And that takes prioritizing people over short-term cost savings. And, if your GM is less prepared…who’s going to train them even if they could?
So if a hotel can afford marble floors, designer uniforms, and fancy lobby renovations but can’t budget for proper training, let’s be honest, the problem isn’t money. It’s priorities. hashtag#TrainForSuccess