On-Site Training: Always a Smart Option

Remote learning has become a practical and reliable tool, teaching us anything from how to make a bed to how to organize a closet, all with a few keystrokes or clicks.  While remote training offers convenience and flexibility, properties are rediscovering the unmatched value of in-person, onsite training where personalization and hands-on practice support exceptional guest service.

Independent hoteliers know that personalization is what elevates every guest interaction, exceeds guest expectations and sets great properties apart.

Onsite training brings that same experience and empowerment to your team.  By providing a focused environment where learners are fully present, spontaneous discussions often lead to innovative ideas and shared best practices that benefit the entire team. Complex tasks become easier when learners can practice using property specific scenarios, building confidence and competence simultaneously. Our trainers observe body language, engagement levels, and comprehension, adjusting content and delivery in real-time, ensuring that every team member learns what they need to succeed.

In an industry where margins are tight, guest satisfaction is critical, and staff turnover never stops, ongoing training isn’t a luxury, it’s a strategic investment. By leveraging on-site training, hoteliers minimize errors and inefficiencies while maximizing work hours and operational processes. Teams become more confident, engaged, and capable.

Personalization in Training is Key
Onsite training offers scalable content that is personalized based on the property’s utilization of their property-management system. Maestro’s onsite training solutions, for example, include the following focus areas: refresher training for long-term staff, ensuring their knowledge stays current and habits stay sharp; new-hire onboarding; new features training showcasing new updates and enhancements; and best practice reviews including workflow optimization sessions, reviewing processes and suggesting more efficient ways within the solution.

The benefits of ongoing training aren’t just intuitive; they’re supported by research:

• A 2025 study of general workplace training found that organizations investing in regular training showed significantly higher employee productivity, job satisfaction, and overall performance.
• Industry reports show continuous training in hospitality leads to improved customer service, greater operational efficiency, and lower staff turnover.
• Companies that offer robust training and development programs have been shown to deliver 218% higher income per employee than those without formal training programs (a clear demonstration of the value of learning and development).
• Training also fuels engagement: workers report higher confidence, better performance, and greater job satisfaction when they receive the learning tools they need.

In short, when you train your staff continuously, they perform better, stay longer, make fewer errors, and deliver better service.

On-site training strengthens but does not replace online instruction. Digital training enables hotel staff to learn at their own pace and on their own time. This is valuable in hospitality where shifts vary and downtime can be unpredictable. New employees can access learning materials immediately without waiting for a trainer or manager to be available. Online training also accelerates onboarding and helps employees feel confident earlier in their role.

When people switch departments, online modules provide instant access to the basics of their new responsibilities. This reduces the stress of transition and helps ensure consistency across teams. And, as the PMS evolves, online resources also help staff stay current on new features and enhancements. This continuous learning helps prevent skill gaps and ensures the team is always operating efficiently.

Five Reasons On-Site Training is the “RIGHT” Investment

1. Real-Time Personalization for Guest-Centric Service — Hospitality thrives on personalization and so should training. Onsite training allows trainers to observe team dynamics and individual learning styles, adjusting content instantly to meet specific property needs. Whether it’s refining upselling techniques or perfecting guest engagement, this flexibility ensures training is relevant and impactful.

2. Immediate Q&A and Problem-Solving — In-person trainers can answer questions and troubleshoot challenges on the spot, correct misunderstandings immediately, and introduce best practices that reduce time-consuming mistakes.

3. Greater Engagement and Knowledge Retention — Staff are naturally more focused and hands-on during in-person sessions. Onsite training creates a focused environment where staff are fully engaged, leading to better retention and immediate application of skills.

4. Hands-On Practice in Real Environments — Hospitality is a sensory experience. Onsite training lets staff practice in the actual spaces where they’ll serve guests such as the lobby or a guest room, making learning practical and memorable, building confidence and consistency.

5. Team Alignment and Consistency — Bringing everyone together for a shared training session creates unified workflows across departments. This consistency is crucial in hospitality, where breakdowns in communication often lead to delays, guest issues, or duplicated efforts.

Mobile and online training are essential for continuous learning, quick onboarding, and just-in-time refreshers, but in-person, on-site training remains the most effective way to build deep understanding, tailor workflows, and unify the entire team. Together, the combination creates a powerful training ecosystem that keeps your staff confident, efficient, and ready to deliver exceptional service.

Don’t let your PMS investment plateau; let it continue to drive operational excellence, efficiency, and guest satisfaction in the new year and for years to come. Your team, your guests, and your bottom line will thank you.

About the Author

Wendy Paul-Leonard is the Senior Training Services Manager of Maestro, the preferred Web Browser based cloud and on-premises all-in-one PMS solution for independent hotels, luxury resorts, conference centers, vacation rentals, and multi-property groups. Maestro’s enterprise system offers embedded payments and 20+ integrated modules on a single database, including mobile and contact free apps to increase profitability, drive direct bookings, centralize operations, and enable operators to engage guests with a personalized and safe experience. Maestro’s Support Service provides unparalleled 24/7 North American based live support and education services.