Onboarding should make a new team member able to find information and perform core tasks reliably. Spread training across real workflows rather than one long briefing.
A practical approach
- Walk through the property and systems.
- Practise the normal tasks.
- Rehearse common exceptions and escalation.
An example to consider
Showing someone where the spare keys are is different from confirming they can manage a guest locked out after hours. Test the process in a simple rehearsal.
What to track
Record demonstrated competencies and remaining support needs.
Part of the Marbella Hospitality practical-note collection. About this collection.