The Human Touch in Food & Beverage Service Training by Kim Chau Huynh

In the Food & Beverage (F&B) industry, exceptional service is just as important as the quality of the food. As the hospitality landscape continues to evolve, it's becoming increasingly clear that the human touch is what sets outstanding F&B establishments apart from the rest. Effective F&B service training must go beyond technical skills, incorporating mentorship, experiential learning, and soft skills development to create a truly memorable dining experience.

The Importance of Human Connection in F&B Service In today's digital age, guests are craving authentic, human connections more than ever. A warm smile, a genuine greeting, and attentive service can make all the difference in creating a loyal customer. F&B service training programs must prioritize the development of soft skills, such as empathy, active listening, and conflict resolution, to ensure that staff can provide exceptional, personalized service.

Mentorship in F&B Service Training

Mentorship plays a vital role in F&B service training, providing new staff members with guidance, support, and valuable insights from experienced colleagues. A mentorship program can help to:

1. Reduce training time: By pairing new staff with experienced mentors, training time can be significantly reduced, allowing new staff to become productive more quickly.

2. Improve knowledge retention: Mentorship programs can help new staff retain knowledge and skills more effectively, as they have a dedicated resource to answer questions and provide feedback.

3. Enhance soft skills development: Mentors can provide guidance on soft skills, such as communication, teamwork, and problem-solving, helping new staff to develop these essential skills.

Experiential Learning in F&B Service Training

Experiential learning is a powerful training methodology that involves hands-on experience and real-world application. In F&B service training, experiential learning can take many forms, including:

1. On-the-job training: New staff learn by doing, working alongside experienced colleagues to develop practical skills.

2. Role-playing exercises: Staff practice different service scenarios, developing their communication and problem-solving skills.

3. Service simulations: Staff participate in simulated service experiences, applying their knowledge and skills in a realistic, low-risk environment.

Soft Skills Development in F&B Service Training

Soft skills are essential for delivering exceptional F&B service. Some key soft skills to focus on in F&B service training include:

1. Communication: Clear, effective communication is critical in F&B service, ensuring that guests' needs are met and expectations are exceeded.

2. Empathy: F&B staff must be able to understand and respond to guests' emotions, providing a supportive and caring service experience.

3. Problem-solving: F&B staff must be able to think critically and creatively, resolving issues and complaints in a timely and effective manner.

4. Teamwork: F&B service is a team effort, requiring staff to work collaboratively and supportively to deliver exceptional service.

Implementing Human-Centric F&B Service Training

To implement human-centric F&B service training, consider the following strategies:

1. Incorporate mentorship programs: Pair new staff with experienced mentors to provide guidance, support, and valuable insights.

2. Use experiential learning methodologies: Incorporate on-the-job training, role-playing exercises, and service simulations to develop practical skills and soft skills.

3. Focus on soft skills development: Prioritize the development of essential soft skills, such as communication, empathy, problem-solving, and teamwork.

4. Emphasize the importance of human connection: Train staff to understand the value of authentic, human connections in creating a memorable dining experience.

Conclusion

The human touch is what sets outstanding F&B establishments apart from the rest. By incorporating mentorship, experiential learning, and soft skills development into F&B service training programs, hospitality organizations can create a truly memorable dining experience that keeps guests coming back. Remember, in the F&B industry, it's the humanconnection that makes all the difference.

The human touch in training – Mentorship, experiential learning & soft skills by Srinivasa Rao, Cluster Director HR, Hilton and Hilton Garden Inn Bengaluru Embassy

At Hilton and Hilton Garden Inn Manyata, we know that while technology helps us work smarter, it is the human connection that truly sets hospitality apart. In a world that’s constantly changing, training our teams means more than just ticking boxes—it’s about building confidence, character, and a genuine sense of purpose.

Mentorship is at the heart of our culture. It is not just about guidance, it is about sharing experiences, offering support, and helping each other grow. Experiential learning brings our training to life, letting team members step into real situations, learn by doing, and grow through every challenge.

And then there are the soft skills—the empathy, communication, and emotional intelligence that turn everyday service into unforgettable moments. These are the skills that bind us as a team and leave lasting impressions on our guests.

As we move forward, we remain deeply committed to training that puts people first—because in the end, it’s not just about what we do, but how we make people feel that truly matters.

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Humanizing Excellence: The Role of Personalized Training in Hotel Housekeeping by Dr. Rachna Chandan

In the dynamic world of hospitality, housekeeping plays a vital role in delivering exceptional guest experiences and driving satisfaction. While technological innovations and automation are revolutionizing the sector, the importance of human interaction cannot be overstated. As hotels integrate smart systems, it is crucial to recognize the enduring value of human-centered training in providing outstanding service.

From the cleanliness of rooms to the attention to detail in every aspect of the hotel experience, housekeeping staff are essential in creating a memorable and enjoyable stay. As hotels strive to differentiate themselves in a competitive market, the human touch provided by well-trained housekeeping staff can be a key factor in building guest loyalty and driving repeat business

Mentorship has long been a cornerstone of professional development in the hospitality industry. In hotels, housekeepers brings lots of experience and institutional knowledge that is invaluable to newcomers. Structured or informal, mentorship programs offer guidance, and hands-on training which help new employees build both competence and confidence. A mentorship pairing in hotel housekeeping might involve an experienced housekeeper shadowing a new recruit, offering feedback, and modeling best practices. Such practices helps in enhancing technical skills development, inculcating service culture and brand values, provide emotional support and thrive confidence building to the new employees. This can lead to improved job satisfaction, reduced turnover, and increased productivity, ultimately driving business success. By sharing their knowledge and expertise, mentorship program will also be a rewarding experience for mentors and help in developing leadership skills, and can reinforce their own knowledge.

Housekeeping is a profession that requires practical skills and hands-on experience. To effectively train hotel staff, experiential learning is an approach that emphasizes real-world practice over theoretical instruction. It involves activities such as role-play, job shadowing, and supervised practice, which allow new employees to gain firsthand experience in managing everyday tasks and challenges. This method helps in improving procedural knowledge, develop critical thinking and decision-making skills. By incorporating experiential learning into their training programs, hotels can ensure that their housekeeping staff are equipped with the skills and knowledge needed to provide exceptional service and maintain high standards of quality.

While technical proficiency is essential in housekeeping, it is soft skills that elevate service from satisfactory to outstanding. Attributes like empathy, communication, teamwork, and conflict resolution play a pivotal role in guest interactions and internal collaboration. Effective training programs embed soft skills development through scenario-based exercises and group activities. Such training empowers housekeepers to navigate sensitive situations with professionalism and care, ultimately enriching the guest experience.

As the hospitality industry increasingly embraces AI, robotics, and automated systems, the risk of depersonalizing service grows. However, technology should be viewed as an enabler, not a replacement for human connection. By prioritizing mentorship, experiential learning, and soft skills in providing training to the housekeepers, hotels can cultivate a workforce that is not only technically skilled but also emotionally intelligent and service-oriented. These human-centered practices foster team morale, reduce turnover, and contribute to a consistent, high-quality guest experience.

In a sector where every detail matters, the quality of housekeeping can make or break a guest’s impression. Training that preserves the human touch, rooted in empathy and providing real-world experience, ensures that housekeeping staff continue to be the unsung heroes of hospitality. By investing in comprehensive, people focused training, hotels can build a culture of excellence that stands out in an increasingly automated world, earning guest loyalty and a reputation for exceptional service.

Author details

Dr. Rachna Chandan
Associate Professor, & HOD-Housekeeping Department
Banarsidas Chandiwala Institute of Hotel Management & Catering Technology, New Delhi
Editor-Voice of Housekeepers e-infozine, Professional HouseKeepers Association

The Rise of On-Demand Training: How Netflix-Style Learning is Shaping Hospitality

The hospitality industry thrives on agility—employees must adapt quickly, whether mastering a new POS system, handling a guest complaint, or learning safety protocols. Traditional training methods (long classroom sessions, bulky manuals) no longer fit today’s fast-paced environment. Enter on-demand learning: a Netflix-style approach where employees access bite-sized, engaging training exactly when they need it.

From LinkedIn Learning to Duolingo for language skills, and custom Learning Management Systems (LMS), hospitality businesses are leveraging just-in-time training to boost retention, efficiency, and employee satisfaction. Let’s explore how this shift is revolutionizing the industry.

Why On-Demand Training Works for Hospitality

1. Flexibility for a 24/7 Industry

Hospitality never sleeps—neither should training. On-demand platforms allow employees to learn:

• During downtime (e.g., between shifts, slow hours).

• On any device (smartphones, tablets, back-office computers).

• At their own pace, reducing overwhelm.

2. Higher Engagement & Retention

Like Netflix or YouTube, modern learners prefer:

• Short, focused videos (3-10 minutes) over hour-long lectures.

• Interactive quizzes and instant feedback.

• Personalized recommendations (e.g., "Housekeepers, watch this 5-minute refresher on chemical safety").

3. Just-in-Time Learning for Real-World Problems

Instead of memorizing outdated manuals, employees can:

• Quickly search "How to handle an overbooked room" before a guest arrives.

• Watch a 1-minute demo on operating a new coffee machine.

• Practice language skills via Duolingo before assisting an international guest.

Key Platforms Driving On-Demand Hospitality Training

1. LinkedIn Learning & Udemy for Business

• Pros: Vast libraries on soft skills (customer service, conflict resolution) and technical skills (revenue management, Excel for hospitality).

• Use Case: A hotel chain assigns a 10-minute course on "De-escalating Guest Complaints" to all front-desk staff.

2. Duolingo & Babbel for Language Training

• Why it matters: 47% of hospitality workers interact with non-native speakers daily (Source: Rosetta Stone).

• Gamified learning: Employees earn badges for completing daily 5-minute language drills.

3. Custom LMS (Learning Management Systems)

Platforms like TalentLMS, Axonify, or Hotel Academy offer:

• Mobile-friendly microlearning (e.g., daily 2-minute safety tips).

• AI-driven recommendations (e.g., "Based on your role, here’s a refresher on check-in procedures").

• Tracking & compliance (automated alerts for mandatory training).

4. YouTube & TikTok-Style Training

Some brands create internal video libraries with:

• 60-second "how-to" clips (e.g., "Folding napkins like a pro").

• Guest service role-plays (e.g., "How to say no politely").

Success Stories: Hospitality Brands Using On-Demand Learning

1. Marriott’s "Marriott Bonvoy Training" App

• Employees access mobile-friendly courses on brand standards, safety, and career growth.

• Gamification (badges, leaderboards) increases completion rates by 35%.

2. McDonald’s "Fred@Work" Chatbot

• An AI assistant answers employee questions in real-time (e.g., "How do I process a refund?").

• Reduces manager interruptions by 40%.

3. Hilton’s Virtual On-Demand Workshops

• Frontline staff take self-paced courses on leadership, sustainability, and tech skills.

• Result: 80% of employees say it improves confidence in their roles.

How to Implement Netflix-Style Learning in Your Business

1. Start Small: Pilot a microlearning module (e.g., "3-minute wine service basics").

2. Leverage Existing Platforms: Use LinkedIn Learning or a custom LMS—no need to build from scratch.

3. Make it Mobile-First: Ensure content works on smartphones (where employees already spend time).

4. Encourage Social Learning: Let staff share tips via internal chat (e.g., Slack or WhatsApp groups).

5. Track & Adapt: Use analytics to see which courses are most popular and improve weak spots.

The Future: What’s Next?

• AI-Powered Personalization: Imagine a system that suggests training based on an employee’s past mistakes (e.g., "You struggled with upselling—watch this 4-minute tutorial").

• Voice-Activated Learning: "Hey Alexa, how do I handle a food allergy request?"

• Augmented Reality (AR) Job Aids: Scanning a QR code to pull up a housekeeping checklist overlay.

Conclusion

Hospitality training is no longer about rigid schedules and binders—it’s about instant, engaging, and relevant learning. By adopting Netflix-style on-demand training, businesses can:
✔ Reduce onboarding time
✔ Improve guest satisfaction (better-trained staff = happier customers)
✔ Boost employee retention (studies show accessible training increases job satisfaction).

Your turn: Have you tried on-demand training in your hotel or restaurant? What worked (or didn’t)? Share your thoughts below!

Where Learning Lives: Mentorship, Meaning, and the Magic of Experience by Sharin Joseph, Commercial Director, Conrad Bengaluru

In an era of digital acceleration and AI-powered training modules, the hospitality industry and indeed most service-oriented sectors, faces a pivotal question: can technology truly replicate the impact of human connection when it comes to professional development? While platforms and tools offer efficiency and scale, the most transformative learning still happens through real people, real experiences, and real conversations.

From the front desk to the boardroom, the heartbeat of hospitality is human. Training models that prioritize mentorship, experiential learning, and soft skills do more than shape competent professionals, they shape leaders who understand nuance, empathy, and authenticity.

Mentorship: More Than Just Career Advice

Some of the most enduring lessons in a professional journey come not from formal training, but from real-world interactions with those who have faced similar situations. Mentorship adds dimension to learning offering practical insights, perspective, and encouragement in moments where theory alone may fall short. Whether it is managing a difficult guest interaction or building confidence in leadership, the presence of a mentor can be transformative. Many industries have long valued mentorship as a way to foster continuous learning and create a culture of mutual support. In hospitality especially, senior professionals often credit their early growth to mentors who helped shape not just their careers, but also their mindset. More than just guidance, mentorship is a commitment to people, it enables growth, builds resilience, and reminds us that success is rarely achieved in isolation.

Experiential Learning: Because Theory Only Gets You So Far

Experiential learning bridges the gap between knowing and doing. In hospitality, where service is both an art and a science, the ability to think on one’s feet, read a room, or navigate the unexpected often stems from lived experience and not just academic instruction. This is why hands-on exposure has become integral to many hospitality learning journeys, where students rotate across real service environments that challenge their judgment, empathy, and resilience. Beyond the industry, there is a growing recognition that immersive learning builds confidence and capability in ways that traditional methods often cannot. When individuals are encouraged to participate actively rather than observe passively, learning becomes instinctive, embedded, relevant, and ultimately, transformative.

Soft Skills: The Underrated Superpower

Technical expertise may open doors, but it is often soft skills that shape how far one goes. In hospitality and beyond, the ability to communicate with clarity, lead with empathy, and adapt to evolving situations is what sets enduring professionals apart. Yet, these qualities are frequently viewed as supplementary rather than essential. As roles grow more complex and team structures more fluid, organisations are beginning to reframe soft skills as core capabilities. Whether it be through informal coaching, cross- generational learning, or creating space for emotional intelligence to be exercised on the floor. The message is clear; people do not just need to know what to do, they need to know how to do it with grace, clarity, and context.

Ultimately, what ties these pillars together is the understanding that professional development is, at its core, a human experience that thrives on connection, trust, and lived insight. As automation and digital transformation continue to redefine workplaces, the value of people-driven learning remains vital. While digital tools can enhance training, they cannot replicate the depth of human-led development. Mentorship, experiential exposure, and the refinement of soft skills such as communication, empathy, and adaptability contribute not only to stronger performance but also to greater workplace cohesion and personal growth.

These competencies are best nurtured through shared experience, thoughtful guidance, and meaningful professional relationships. In this context, learning becomes more than the transfer of knowledge; it becomes a process of collaboration, introspection, and continuous evolution.

The human touch in training – Mentorship, experiential learning & soft skills by Monika Gupta, Director of Talent and Culture, Grand Mercure Mysore and ibis Styles Mysuru

The human touch in training is especially relevant in this dynamic world of artificial intelligence aids and online training courses making it crucial to employ human interaction in career development. Although technology provides enormity and efficiency, it cannot substitute the subtle direction, empathy, and individual development that results from human interaction. At Grand Mercure Mysore and ibis Styles Mysuru, we believe that training with mentorship, and soft-skill development and learning that is experiential helps to develop essential qualities such as adaptability, creativity, and authenticity for success in a contemporary workplace.

Mentorship: Personal Direction for Development

Mentorship is more than simply imparting knowledge or technical competence. At its heart, the goal is to establish natural, trust-based connections that support professional growth, as well as personal development. Good mentors inspire as well as instruct to promote trust and respect. Mentors may help mentees to design their own growth paths and career paths by learning each person’s particular ambitions, problems, and strengths.

Mentorship helps to create a culture of honesty, courtesy, and empowerment in business or service-oriented settings. People who feel seen and encouraged are more likely to develop into confident, goal-oriented professionals who serve with both ability and spirit.

Experiential Learning: Learning by Doing

Real learning takes place not just through webinars or in classrooms but in the course of genuine labor. Having experiential learning enables people to gather knowledge through reflecting, taking action, and receiving feedback. Sharing our own experiences, setbacks, and knowledge as mentors helps to make the professional paths relatable and relevant for those we impart our knowledge and guidance upon.

Experiential learning in a supportive atmosphere sets the scene for trial and error. This helps to develop resilience, analytical thinking, and self-awareness in addition to practical abilities. It transforms understanding into wisdom.

Soft Competencies: The Foundation of Professional Achievement

While technical ability may help to secure your employment, it is your soft capabilities that allow you to prosper. In modern interconnected workplace settings, one needs communication, empathy, adaptability, emotional intelligence, cooperation and teamwork.

These abilities are best grown throughout life experience, introspection, and organic interactions with individuals.

Building high-performing teams also depends on soft skills. They help to lower friction, foster cooperation, and establish surroundings where people feel free to grow and provide ideas. Since they offer the surroundings and consistency for soft skill development to take hold, mentoring partnerships are critical in developing these talents.

It is indeed vital that the human element is not discretionary in a society controlled by artificial intelligence-driven instruction and virtual tools. One grows by connection, not only by information.

Through genuine mentorship, practical experiences, and emotional intelligence, professionals have the circumstances not just to succeed but to blossom as individuals and teammates. It’s a philosophy that resonates strongly with Grand Mercure Mysore and Ibis Styles Mysuru. As leaders, teachers, and mentors, then, it is our duty to give first priority and preserve these human qualities in our coaching, assistance, and empowerment of others.

The Human Touch In Training by Purnima Kumari, Courtyard by Marriott Pune Chakan

In the hospitality industry, the human touch plays a pivotal role in shaping the training and development of employees. As an HR, I strongly believe that effective training goes beyond just theory and technical knowledge. True success comes from mentorship, experiential learning, and the development of soft skills. These elements are what transform employees into exceptional professionals who can deliver memorable experiences for our guests.

Mentorship is one of the most impactful aspects of training. It fosters a sense of connection and trust between employees and experienced professionals. A mentor serves as a guide, offering support, advice, and insights gained from their own experiences. By pairing new employees with mentors, we help them integrate into the culture and values of the organization. This relationship not only enhances their technical skills but also boosts their confidence in handling real-world challenges. Mentorship builds a network of support that encourages continuous learning and personal growth, creating a strong foundation for long-term success.

Experiential learning is another crucial element in our training approach. The hospitality industry thrives on real-time interaction with guests, which makes hands-on learning far more effective than theoretical lessons. We provide our employees with immersive, on-the-job experiences, such as shadowing experienced colleagues, participating in role-playing exercises, and engaging in live operational situations. These experiences allow employees to apply what they’ve learned in a practical setting, sharpening their problem-solving skills and ability to adapt to ever-changing scenarios. By learning through experience, employees develop a deeper understanding of their role and are better equipped to handle challenges with confidence and efficiency.

Finally, soft skills are at the heart of creating exceptional guest experiences. Skills like communication, emotional intelligence, conflict resolution, and empathy are essential for understanding and meeting guest needs. These qualities are not easily taught through formal training, but instead are nurtured through consistent practice and mentoring. We place a strong emphasis on emotional intelligence and communication in our training programs, ensuring that employees are not only skilled in their tasks but also capable of connecting with guests on a personal level. Strong soft skills help employees navigate difficult situations with tact and create positive, lasting impressions.

In conclusion, the human touch in training—through mentorship, experiential learning, and a focus on soft skills—is essential in developing employees who can provide exceptional service and contribute to the success of the organization. By investing in these elements, we cultivate a team of skilled, compassionate professionals dedicated to delivering high-quality service and creating memorable experiences for every guest.

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From Tradition to Transformation: Evolving Hospitality Training in Tier-2 India by Saba Dhanani, Director of Marketing & Operations, Sayaji Hotels

Tech-Driven Learning, Built for Scale

Sayaji Hotels has thrived in tier-2 cities for nearly three decades. With a legacy rooted in the heartlands of India, we’ve built our brand on understanding the nuances, challenges, and untapped potential of these markets. As we continue to expand in high-growth tier-2 cities and further, we are reimagining what hospitality training should look like, to us it should be future-ready, scalable, and deeply connected to people.

We are actively planning to roll out WhatsApp-integrated learning flows, video micro- lessons, and LMS tools that adapt to each associate’s pace and performance. Additionally, AI-powered voice assistants in regional languages are being explored to support frontline teams with quick, on-the-job learning in real time.

Gamification That Makes Learning Stick

Engagement in hospitality training doesn’t mean turning learning into a game, it means making everyday performance feel seen, valued, and worth striving for. At Sayaji, we’re exploring practical reward-linked training models, such as:

 Instant recognition for completing key training milestones
 Simple scorecards or service feedback tie-ins that highlight team members who consistently apply their learnings
 Peer-nominated appreciation for handling real guest scenarios with excellence

These small but impactful nudges create a culture where learning translates directly into better performance and where performance, in turn, earns visible appreciation.

Microlearning for Macro Impact

In tier-2 cities, hospitality teams are dynamic, often multitasking across roles with agility and dedication. This makes concise, focused training not just practical—but essential. It accelerates their growth, sharpens their skillsets, and prepares them for larger responsibilities and leadership roles. Microlearning is the way: short, focused lessons in 5–7-minute formats.

We plan to launch bite-sized, mobile-first modules covering key topics such as guest check- in etiquette, complaint handling, and F&B service hacks which can stay all accessible on-the- go.

Preserving the Human Touch

While tech will help us scale and optimize training, mentorship and experiential learning will remain irreplaceable. At Sayaji, we aim to pair new recruits with senior team members for peer learning and shadow sessions. Emotional intelligence, empathy, and intuition, these are the skills that no app can teach and will continue to be embedded into our service culture through real-world interactions.

We also plan to incorporate regional storytelling, examples from local cultures and guest preferences to make the training feel contextual and personal.

“Tech may teach you the ‘how,’ but it’s people who teach you the ‘why.’ At Sayaji, we ensure both are part of every learning journey.” Saba Dhanani, Director of Marketing & Operations, Sayaji Hotels

The Road Ahead: A Hybrid Model for Bharat

The future of hospitality training, especially in emerging markets like tier-2 India, is undoubtedly hybrid. It’s not just about digitizing content, it’s about creating adaptive, localized, and emotionally intelligent training ecosystems. As we grow into newer cities and build the next generation of hospitality professionals, we believe the best training will lie at the intersection of innovation and empathy.

Sakshi Sarmandal - Director of Talent and Culture, Machan Resorts, on Tech-Driven Training

At The Machan, AI enhances sales, marketing, and CRM across various aspects. AI-driven lead scoring, predictive analytics, and chatbots optimize bookings and guest engagement, while personalized marketing and social media insights refine promotional strategies. A robust AI-powered CRM tracks guest preferences, automates loyalty programs, and analyzes feedback for continuous improvement.

Staff training benefits from AI chatbots, speech recognition, e-learning modules on sustainability, and VR simulations for real-world scenarios. These AI integrations elevate guest experiences, streamline operations, and reinforce The Machan’s eco-luxury positioning.

Gamification & Engagement

We create immersive guest experiences through interactive contests and quizzes while encouraging them to share their special moments on social media with property reels and pictures. To support sustainability, we offer incentives for reusing towels, linens, and participating in other eco-friendly initiatives.

Micro-Learning

Our micro-learning approach delivers quick, relevant, and engaging content tailored to key operational areas such as guest service, safety protocols, and hotel procedures. Employees benefit from short videos, infographics, and interactive formats that make learning accessible and effective.

Human touch in training

We design tailored training programs to boost employee confidence, enhance efficiency, and elevate service quality. With customized guidance, employees develop strong problem-solving skills and effective communication, fostering meaningful guest interactions and exceptional hospitality.