How to exceed guest expectations through training: Top tips from hospitality leaders

In the hospitality industry, delivering exceptional guest experiences is the cornerstone of success. As expectations continue to rise, simply meeting basic service standards is no longer enough. Organizations must consistently go above and beyond to delight their guests.

We gathered valuable insights from industry leaders—Jessica Lee, SVP of Global Talent Development at Marriott International and Captain Kate McCue, the first American female captain of a mega cruise ship—on how to prepare hospitality employees for success. 

They share their approaches to training and development, emphasizing the importance of a common foundation while also recognizing each guest’s unique needs.

Lay the groundwork with values-based hiring

A strong foundation is essential for any successful training program. This begins at the hiring stage, where organizations must prioritize values that align with exceptional service. For Lee, the journey begins long before onboarding and starts at the hiring stage. The key is finding team members who share a foundational mindset about service and hospitality. 

She explains that while many skills can be taught, it’s crucial to first identify the common threads that unite all associates, regardless of their location or brand. Think of it like building a sturdy chassis for a vehicle; you need that solid base before you can add custom features. For Lee’s team, this means emphasizing core competencies like customer loyalty and ethical behavior, which every associate should embody.

This chassis-like approach allows a large brand like Marriott to release scalable and adaptable training programs. It provides a consistent foundation while leaving room for personalization in each role and setting. 

Streamline communication and training across diverse teams

Effective communication is vital for ensuring all team members are aligned and prepared to meet guest expectations. Captain Kate emphasizes the role of technology in bridging communication gaps and maintaining consistency. 

“You’re never going to have the same group of people on board,” she acknowledges. To combat this, she leverages technology to send personalized emails before crew members even step on board, providing them with clear expectations about their roles and the training they will undergo. This proactive approach allows for a smoother transition into the onboard environment and sets the stage for effective training right from the start.

From the moment crew members arrive, they engage in ongoing training designed to reinforce the brand’s standards and expectations. This equips new hires with the knowledge they need to succeed and helps create a unified service approach across different roles and responsibilities.

Mirror the guest experience in employee training

To deliver exceptional guest service, employees must first understand and experience what that service entails. Lee shares that at Marriott, ensuring guest service remains central to the employee experience begins with fostering a culture where every associate feels valued, regardless of their background or previous experience in hospitality. “We have amazing people who come from different backgrounds than our customers,” she notes. This diversity is an asset, and Lee believes that providing associates with the right experiences can help bridge any gaps in understanding.

She also emphasizes the importance of immersive onboarding experiences. For instance, some Marriott hotels incorporate a meal in one of their restaurants into the first day of orientation, allowing new hires to experience the service firsthand. Sometimes, general managers offer complimentary stays for associates and their families, ensuring they fully grasp what it means to deliver exceptional hospitality.

One particularly insightful practice shared by a general manager involves the presentation of uniforms. Instead of simply handing over a uniform on a hanger, the manager packages it with care, akin to how guests receive their dry-cleaned items. This thoughtful touch not only demonstrates respect and dignity but also sets the tone for how associates should treat guests. By experiencing a taste of the guest experience, associates are better equipped to replicate it.

Lee points out that it’s often the small gestures that resonate the most. Creating an environment where employees feel the same care and attention that guests receive empowers them to bring that spirit of hospitality to their roles.

Make safety a foundation for the guest experience

Safety is an integral aspect of the guest experience that cannot be overlooked. Captain Kate McCue underscores the paramount importance of safety onboard, ensuring it is a constant focus. “Safety first is ingrained in our culture,” she notes, with regular drills and training reinforcing this message. From the moment guests board, they are engaged in mandatory safety training, which is as much a well-being initiative as a reassurance that their safety is prioritized.

Crew members with prior safety experience often become strong advocates for these practices, sharing their insights to enhance safety culture. By seamlessly integrating safety into the daily routine, guests appreciate the commitment to their security, which contributes positively to their overall experience. Captain Kate emphasizes that when safety is prioritized, it doesn’t detract from enjoyment but actually enhances guests’ peace of mind, making their vacation more enjoyable and stress-free.

Enable frontline employees to build relationships while getting the job done

Building meaningful connections is key to enhancing the guest experience. Captain Kate highlights the significance of relationships in the hospitality industry, especially in cruise environments where crew members often interact with repeat guests. “The number one reason guests return is our incredible crew members,” she states, pointing to the personal connections that enhance the guest experience. 

She advocates for an open-door policy where management is accessible and supportive, helping crew members manage their tasks while fostering camaraderie.

Creating a culture that values every individual, regardless of their background, is crucial. Captain Kate emphasizes that employees on a cruise are like a family; crew members spend significant time together, cultivating relationships that extend beyond work. By recognizing and celebrating diversity, they can create a positive atmosphere that encourages authenticity and connection.

Lee reinforces the importance of understanding employees as whole individuals. “It’s about creating an environment where they can have fun and build camaraderie,” she explains. Both leaders recognize the need to minimize bureaucracy that can hinder relationship-building, fostering a culture that empowers frontline workers to connect with guests meaningfully while efficiently managing their responsibilities.

Protect frontline staff from burnout

Supporting frontline workers is essential for maintaining high service standards and ensuring their well-being. A supportive environment is crucial for reducing burnout among frontline workers. Our recent international hospitality survey revealed that 43% of managers have witnessed a decline in guest service due to burnout. 

Lee emphasizes the importance of normalizing conversations around burnout within organizations. During the pandemic, frontline managers faced significant challenges, including increased workloads due to staff turnover. To support these managers, her organization has initiated a management development program focusing on team well-being and burnout management. This program trains managers to recognize and address burnout among their teams and stresses the importance of self-care for leaders. As Lee states, “You have to put the oxygen mask on first,” highlighting the need for managers to prioritize their own well-being to effectively support their teams.

Captain Kate McCue adds a unique perspective on managing burnout in immersive work environments like cruise ships. She points out the significant mental health challenges crew members face during extended contracts. To address this, her team has implemented leadership training focused on compassionate communication and established a crew counselor on board to provide psychological support. She believes that recognizing and rewarding small wins is crucial for maintaining morale, stating, “It’s those little things, those little wins that you throw out every single day.”

Foster employee buy-in for exceptional customer experiences

Ultimately, to truly elevate customer experiences, leaders must engage their employees in meaningful ways. Hiring individuals who align with the company culture fosters a sense of belonging and commitment to shared goals. When employees feel like they are part of the process and can contribute to problem-solving, they are more likely to champion the organization’s vision.

Coaching and guiding team members through their responsibilities helps them see the tangible impact of their work. Whether they achieve positive outcomes or face challenges, these experiences become valuable learning opportunities. When employees recognize their ability to make a difference, they not only gain satisfaction from their roles but also strengthen their dedication to delivering outstanding service.