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Today, we’re learning about the training program at Montage International, which uses industry-leading education to provide exceptional guest experiences. Keep reading to find out how they do it…
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Excellence Starts with Education
Joli Barfield
Today, we’re learning from Joli Barfield, Cluster Director of Learning at Montage International.
Big Idea: Your hospitality business can't be the best without the best training. Deep, systematic training sets your teams up for success in providing exceptional guest experiences.
Why it Matters: According to Joli, there are benefits across the business for training and education, as it…
Creates confidence in new hires who might otherwise doubt they belong
Ensures consistent service delivery across all properties by aligning everyone with company values and standards
Builds cross-departmental relationships that last throughout your career ("You never forget the people that you did that training with.")
Empowers staff to act independently to create magical moments for guests without requiring management approval
Helps all employees understand their role in guest service, even back-of-house staff ("No job is more important than the next.")
Ensures leaders can effectively train their own teams, creating a cascade effect of knowledge ("It's not just the people that I'm training, but it's also the leaders within all the disciplines making sure that they're also trainers.")
Go Deeper: Listen to Joli and I discuss this today on the Hospitality Daily Podcast (Apple Podcasts, Spotify), where we cover:
The comprehensive three-day new hire orientation at Montage that includes brand history, service standards, compliance training, and department-specific knowledge
Behavioral training and body language's role in service delivery
Active listening skills to create personalized guest experiences
Leadership development through a "Foundation Series" focusing on communication, finance, and hiring
Today’s Takeaways:
Create opportunities for cross-department relationship building during orientation to increase collaboration
Focus on behavioral training alongside technical skills to ensure consistent service delivery
Mix learning modalities (visual, auditory, kinesthetic) in training to accommodate different learning styles and improve retention
Use interactive tools to make training engaging and memorable
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-Josiah
