Staff Training Guide

Phase 1: Training Intake

1.1 Property & Service Context

• [ ] Property type (hotel / restaurant / spa / event venue / multi-outlet)
• [ ] Service level aspiration (casual / upscale / luxury / ultra-luxury)
• [ ] Current external ratings (Forbes, AAA, Michelin, tour operator scores)
• [ ] Target rating (1 year / 3 year)
• [ ] Total staff headcount
• [ ] Department structure (front office, housekeeping, F&B, spa, maintenance)
• [ ] Union vs. non-union environment

1.2 Workforce Profile

• [ ] Tenure distribution (<1yr, 1-3yr, 3-5yr, 5+yr)
• [ ] Average tenure (months)
• [ ] 90-day turnover rate
• [ ] 12-month turnover rate
• [ ] English proficiency across team (for multilingual operations)
• [ ] Education background mix (hospitality school grads vs. other)
• [ ] Prior experience level (entry / mid / experienced)
• [ ] Full-time vs. part-time vs. seasonal mix

1.3 Current Training State

• [ ] Onboarding program exists? Length in days?
• [ ] Department-specific SOPs documented?
• [ ] LMS (Learning Management System) in use? Which one?
• [ ] Certification programs required (RBS, ServSafe, AHLEI, Forbes Academy)?
• [ ] Training hours per employee per year
• [ ] Training budget per FTE
• [ ] Internal trainers/certified instructors available?
• [ ] E-learning vs. in-person mix

1.4 Service Performance Indicators

• [ ] Guest satisfaction score (GSS) by department
• [ ] Service complaint themes (last 90 days)
• [ ] Mystery shopper scores if available
• [ ] Forbes/AAA inspection score if inspected
• [ ] Employee NPS / engagement score
• [ ] First-year retention rate
• [ ] Internal promotion rate

1.5 Resource & Constraint Audit

• [ ] Training room / space available
• [ ] Hours available for training (vs. operating hours)
• [ ] Shift pattern coverage
• [ ] Seasonal volume fluctuation