Training should cover the tasks guests will rely on from the first stay. Combine written instructions with practical rehearsals so gaps appear before real arrivals.
A practical approach
- Practise access, communication and escalation.
- Walk through a complete turnover.
- Check that staff can find essential information.
An example to consider
A team member may know the welcome script but not how to reset a failed entry code. Rehearse the exceptions as well as the normal process.
What to track
Track tasks completed independently and training gaps remaining.
Part of the Marbella Hospitality practical-note collection. About this collection.