Marc Haine explains how training transforms hotel operations through the story of Steve, a micromanaging hotel manager who worked brutal hours, couldn't keep staff, and ran his property on fear. Effective training fixes these problems at their root.
I can't emphasize the value of training. And I really have to tell you about Steve. When I met Steve in the fall of 2018, he was so frustrated. He couldn't keep his staff. He couldn't relax. And he was always, go, go, go, go from the minute he stepped into his hotel to the time he left 16 to 18 hours later. His common complaints were, oh, people are so stupid. Everybody knows what they need to do but nobody does it. And so, as you can imagine, Steve was the poster child of a micromanager. He ran his property with fear, afraid that he may lose a guest at any moment and definitely desperately trying so hard to beat it out and to make sure he wasn't going to lose it.
