This model saves time for managers and ensures employees get the support they need when they need it, rather than letting it get too late.
Make it Easy, Make it Mobile
It’s unrealistic to expect frontline staff to download an app or log into a portal when they need to fix a guestroom TV or update a room status during the busy workday. They need answers immediately, on their mobile device, in the flow of work.
This aligns perfectly with how Gen Z and millennials (the bulk of today’s hotel workforce) learn. Research shows that this demographic expects video-based, on-demand content they can access instantly, without lag. They learn better when swiping through content, not flipping through handbooks. That’s why the smartest hotels give their employees instant access to the information they need, exactly when they need it. Deliver bite-sized learning through iMessage, WhatsApp, or direct mobile links. No login, no downloads, no superfluous barriers.
Scale with Smart Tools
Microlearning – short, focused training modules – is much more convenient and also works better than traditional training strategies. Studies show that 85% of participants find microlearning more engaging and this switch boosts retention rates by 20-60%.
This impact can be multiplied even further once you bring AI into the mix. AI-powered tools can personalize training by role or location, generate content quickly and as needed, track completion, and even automatically remind users who fall behind. Upgrading the learning and development process turns employee training into a strategic, scalable asset.
Training = Guest Experience
Hotels love to talk about elevating the guest experience, and happy guests will rave about these experiences. And that all starts behind the scenes, with employees who are confident, capable, and empowered from day one.
Any hotel that is investing in keyless room entry, smart thermostats, and mobile concierge tools would be remiss to not also update the training infrastructure. There’s no tech tool that can save a poor service interaction caused by someone who was never properly trained.
The Takeaway
Stop looking at turnover as a talent problem and start seeing it as the training challenge that it truly is. The hotels winning the retention battle are meeting employees where they are – on their phones, in short bursts, and with the type of digital experience they’ve come to expect everywhere else
Ditch the binders and automate the basics. Build training processes that leverage your workforce’s strengths, rather than confusing or losing them. Your employees will reward you by staying longer and delivering better customer service, so your guests keep coming back for more.
ABOUT THE AUTHOR
Eran Heffetz is a seasoned entrepreneur who has built and led ventures across hospitality, real estate, and tech. After founding one of Tel Aviv’s leading real estate firms and leading it through a successful acquisition, he co-founded Bites to solve the persistent challenges of training and engaging frontline employees.
