Training should be based on reality, not just theory.

In effort to better understand the realities of our front line staff members, Sr. Training Consultant, Kelly long spent a week working side by side these team members. Kelly joins me in this episode to share some of her learnings from her week working at the Holiday Inn Express in Montgomery, Alabama.

Essential Learning Points From This Episode:

• The physical and mental demands of the various departments in a hotel.
• Anticipating the needs of staff members, not just our guests.
• “Wowing” the guest takes time and is difficult to do if your employees are too busy focusing on the many tasks.
• Staff and Management all need to wear several hats in order to pitch in at the most critical times to help things run smoothly.
• Focusing on people… that’s what our industry is all about.
• Much, much more!

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The post 010: A Day in the Life of the Frontline Staff with Kelly Long appeared first on Hospitality Academy.