Hotels, often an oasis of comfort and reliable service in any market, are currently under pressure to meet guest expectations even as labor shortages persist. For independent operators, the best way to stay competitive is to invest in the right technology and ensure teams are trained to use it effectively. By centralizing hotel operations under an all-in-one PMS, hoteliers can simplify workflows, enhance service quality, and make onboarding more intuitive.
Hotels cannot afford to ignore the value of a properly trained workforce. Many properties remain understaffed today, with a 2024 report from law firm Schmidt & Clark finding nearly 3 million workers chose to leave their hospitality positions between January and April of last year. This places hospitality roughly 204 percent higher than the national average regarding turnover. Uncertainty is at an all-time high, and not meeting guest expectations risks negative reviews and losing future business.
Finding the right talent remains critical. While prior experience and tech familiarity are assets, the most important qualities for a new hire are a service mindset and a willingness to learn. Once identified, they need the right tools and training to succeed, starting with mastering the hotel PMS – the operational heart of the property.
So the question becomes: How can training and onboarding be delivered naturally to workers through the hotel PMS?
Addressing Skill Gaps
Independent hotel owners must embrace short- and long-term training to bridge skill gaps and to give their workforce the comfort and flexibility to elevate guest interactions and improve problem-solving. While technology does a lot of heavy lifting today for guest management, human oversight remains critical and errors are costly when staff aren’t fully trained.If a team member has the right mindset and a willingness to adapt, everything else can be trained for, with the right manager assessing them.
Frontline workers and their managers can mutually use the hotel PMS to deliver training insights, track worker progress, and offer refresher training. An all-in-one PMS is designed to collect the majority of work operations under one application, centrally. Operators can use the app to manage guest stays, oversee guestroom availability, communicate with other departments, and more. Hotels can avoid breakdowns in communication between departments and boost confidence, particularly for new workers through training and giving them a safe environment to practice for these events.
Learning Your Way
Everyone learns differently. Flexibility in training is critical. It’s not just about hitting brand standards; it’s about empowering workers to truly understand and engage with the technology. Some employees thrive with hands-on practice; others prefer independent study. Offering a mix of training options, including e-learning modules, live coaching, and peer support, helps close skill gaps faster.
All hoteliers need to take training seriously in 2025 and beyond. Workers’ comprehension of their PMS’ capabilities dictates how well hotels maintain profitability and control for user errors. If your hotel has a star employee who requires extra assistance, providing them with live one-on-one training could help establish a long-term worker who will be an ongoing asset for your property. This includes transition assistance for onboarding new tech and refreshing past lessons.
Finally, consistency is key. Avoid overwhelming employees with frequent updates or last-minute changes. Plan training thoughtfully, communicate clearly, and give workers time to adapt. The goal is not just operational proficiency, it’s building a confident, capable team ready to deliver exceptional guest experiences no matter what challenges arise.
About the Author
Audrey MacRae is the Vice President of Maestro, the preferred cloud and on-premises PMS solution for independent hotels, luxury resorts, conference centers, vacation rentals, and multi-property groups. Maestro was first to market with a fully integrated Windows PMS and Sales & Catering solution and is continuing that trend with leading edge web and mobile based solutions encompassing all aspects of the operation. Platform and deployment independence present Maestro as an investment that will continue to grow and adapt as innovative technologies emerge.
About Maestro PMS
Maestro is the preferred Web Browser based cloud and on-premises PMS solution for independent hotels, luxury resorts, conference centers, vacation rentals, and multi-property groups. Maestro’s PCI certified and EMV ready enterprise system offers a Web browser version (or Windows) complete with 20+ integrated modules on a single database, including mobile and contactless apps to support a digitalized guest journey as well as staff operations. Maestro’s sophisticated solutions empower operators to increase profitability, drive direct bookings, centralize operations, and engage guests with a personalized experience from booking to check out and everything in between. For over 40 years Maestro’s Diamond Plus Service has provided unparalleled 24/7 North American based support and education services to keep hospitality groups productive and competitive. Click here for more information on Maestro. Click here to get your free PMS Buying guide.
