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Hey everyone and welcome to this deep dive into something I know a lot of you flagged as super
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interesting. That’s the hitter costs of not training hotel staff. Yeah, that’s a good one.
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Our source material today is this blog post from le Luxure. Oh yeah. They’re a luxury travel company
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based in Mallorca, Spain. It’s a beautiful spot. And they really hit on, I think, a key point
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that often gets overlooked, especially when we talk about luxury hospitality.
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It’s really the staff that make or break the entire experience. Yeah, for sure. You can have
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the most stunning location like Mallorca. Yeah. You know, top-notch amenities, all the bells and
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whistles, but without a well-trained staff, the whole thing just kind of falls apart. Right. And
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le Luxure really drives home that point in their blog post. They talk about how well-trained staff
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can actually elevate a hotel from just good to exceptional. Yeah. They’re the ones who can
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anticipate a guest’s needs before they even have to ask and handle any situation with grace and
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professionalism. It’s like they’re mind readers, but the secret’s not magic. It’s training.
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That’s right. Have you ever thought back to a time when you had just outstanding service at a hotel?
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Chances are the staff were incredibly well-trained. Right. They knew exactly how to
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make you feel welcome and pampered and comfortable. It’s all about that feeling. Yeah, that’s the
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power of investing in your people right there. Absolutely. Okay, so we know that training is good,
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but let’s kind of flip the script and dive into what le Luxure calls these hidden costs of not
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training your staff. And I got to admit, I was pretty surprised by some of these. Yeah, me too.
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And it goes way beyond just bad service, although that’s a major consequence, of course. Of course.
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le Luxure really breaks down these costs into a few key areas and some are, well, they’re less
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obvious than others for sure. So let’s start with the one that’s probably top of mind for a lot
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of people, and that’s high turnover rates. It’s a constant struggle in the hospitality industry,
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but le Luxure argues that a lack of training can actually make it way worse. Imagine you’re
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the employee, right? You’re thrown into this demanding job without the proper training.
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You’re going to feel overwhelmed, unsupported, and probably pretty frustrated. Absolutely. You’re more
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likely to make mistakes, you get complaints, and you just feel undervalued. I mean, who wouldn’t
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want to leave a situation like that? Right. And when employees leave, those costs really start
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to add up. Yeah. The Society for Human Resource Management, SHRM, they estimate that replacing
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just one hospitality employee can cost anywhere from 2,000 to 5,000 euros. Wow. Yeah. That’s
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massive, especially for hotels that are already operating on really tight margins. Right, right.
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And the financial cost is just one part of the equation. Exactly. le Luxure argues that high
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turnover also leads to this loss of experience and knowledge. Institutional knowledge. Yeah, exactly.
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When those trained staff leave, all that expertise goes with them, and it leaves this gap that’s
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really hard to fill. Okay, so it’s like a double whammy. Yeah. You’re losing money. You’re losing
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that valuable knowledge. It’s tough. Okay, now another consequence that le Luxure highlights
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is the impact on employee engagement. Right, and this one’s a bit more nuanced. When
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employees aren’t adequately trained, they often feel disengaged and unmotivated. They might go
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through the motions, but they lack that spark. The passion. Yes, the genuine enthusiasm that’s
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crucial in hospitality. It’s like the robots going through a script. Yeah, and guests can pick
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up on that. Oh, absolutely. That lack of genuine care, you know. 100%. Okay, so le Luxure cites
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this study from the University of Warwick. Oh, I love their research. That found happy employees
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are 12% more productive. Yeah, that’s huge. Now, correlation doesn’t equal causation, right?
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Right. But I think it’s safe to say that well-trained employees tend to feel more confident
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and valued, which leads to greater job satisfaction and ultimately better service. Makes sense.
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It does. When you feel good about your work and you know you’re doing a good job,
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that positive energy just kind of radiates outwards. Absolutely. Guests can sense that
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when staff are genuinely invested in their experience, and that can make all the difference,
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you know. 100%. And le Luxure even argues that untrained staff can lead to missed opportunities
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for revenue. Ooh, missed opportunities. Tell me more. Well, think about things like upselling and
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cross-selling. Right. A well-trained employee can subtly suggest those additional services
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or amenities that can actually enhance the guest experience and boost the hotel’s revenue at the
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same time. So like recommending a spa treatment or suggesting a room upgrade. Yeah, exactly. But
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if staff aren’t trained to recognize those opportunities or don’t feel confident suggesting
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them, the hotel is just leaving money on the table. It’s true. It’s true. And it’s not just
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chump change either. No. The Cornell Hospitality Research Summit found that upselling and
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cross-selling can increase a guest’s average daily spending by up to 30%. Wow. Yeah, that’s huge.
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Especially in the luxury market where those add-ons can be, well, pricey. They can be, okay,
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so we’ve got high turnover, we’ve got disengaged employees, missed revenue opportunities. What else
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is on le Luxure’s list of these hidden costs? Well, they also touch on a really important but
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often overlooked area, and that’s legal issues. Ooh, that sounds serious. It can be. If hotels don’t
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properly train their staff on things like data privacy or anti-discrimination laws, safety
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protocols, they’re opening themselves up to potential legal trouble. It’s like setting
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yourself up for a lawsuit waiting to happen. Pretty much. And those lawsuits can be incredibly
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costly, not to mention the damage they do to the hotel’s reputation. Huge damage. Imagine a guest
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feels like they’ve been discriminated against and the staff haven’t been trained on how to even
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handle a situation like that. Oh, that’s a PR nightmare. That’s a bad, bad situation. Yeah.
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le Luxure also talks about how a lack of training can stifle innovation. Yeah. What do they mean
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by that? Well, they argue that without ongoing training, staff can get stuck in a rut. Just
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doing things the way they’ve always been done, but the hospitality industry is constantly evolving,
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so to stay competitive, you have to be innovative. So it’s not just about teaching employees how to
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do their current jobs. It’s about giving them the tools to think creatively, come up with new ways
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to improve the guest experience. Exactly. They need to be empowered to think outside the box
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and contribute to the hotel’s evolution. Right, right. And who better to be able to think outside
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the box than the people who are interacting with those guests all the time? Yeah, they’re on the
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front lines. That’s right. They’re the ones that can say, hey, this is working, this isn’t working.
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Yeah. And le Luxure even cites a Harvard Business Review study that found that companies that
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invest in employee training are actually more likely to experience growth and success overall.
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That’s huge. It is. It’s not just a feel-good measure. Right. It’s a smart business strategy.
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It is. Okay, so it seems like le Luxure is making a pretty strong case here that investing in staff
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training isn’t just about being nice to your employees. It’s really about the overall health
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and success of your hotel. Absolutely. They’re really intertwined. Yeah, they are. It’s about
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recognizing that your staff are your biggest asset, and when you invest in them, they’ll invest
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in you right back. And it’s that cycle of positivity. Exactly. When you neglect training,
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you’re not just neglecting your employees, you’re neglecting your guests, your bottom line,
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ultimately your future. It’s a recipe for disaster. So le Luxure also points out something
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really interesting. Neglecting staff training actually sends a very specific message to your
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guests. Oh yeah, what’s that? Well, what is it? I’m curious. Think about it from a guest’s
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perspective. When you walk into a hotel and the staff seem flustered, confused, indifferent,
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what does that tell you about the hotel’s priorities? Yeah, it doesn’t exactly say,
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we care about you and your experience. Exactly. It can make guests feel like they’re not valued.
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And that’s incredibly damaging. Especially in the luxury market. It’s like saying, we’re not willing
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to invest in the people who are taking care of you. And today, when people are sharing their
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experiences online, that negative perception of staff can spread like wildfire. It can spread so
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quickly. Yeah. Okay, so we’ve got a lot to unpack here. We do. High turnover, low engagement,
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missed revenue, legal risks, damaged reputation. And it all stems from a lack of training.
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To domino effect. It is. And when you add up all these hidden costs,
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it becomes clear that investing in staff training is a smart financial decision.
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It really is. The International Customer Service Institute, ICSI,
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actually did a study on the cost of customer complaints. And they found that handling a
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single complaint can cost anywhere from 10 to 20 euros in a restaurant and thousands of euros in
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a luxury hotel. Oh, wow. And that made me think, I was like, imagine how many of those complaints
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could be avoided if you just had properly trained staff. It makes you wonder why more hotels don’t
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prioritize training. It really does. Yeah. I think in some cases it comes down to like a short-sighted
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focus on cutting costs. Yeah. But those measures often backfire in the long run.
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It’s penny wise and pound foolish. Exactly. And LaLuxure makes this case that
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staff training shouldn’t be viewed as an expense, but rather an investment,
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an investment in your employees and your guests and ultimately in the long-term success of the
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hotel. Okay, so we’ve talked a lot about the theory, but LaLuxure also highlights some real
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world examples of hotels that are known for exceptional service and their commitment to
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staff training. Yes. They specifically mentioned the Ritz-Carlton and Four Seasons, both renowned
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for their dedication to training and development. For sure. I’ve always been so curious how those
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hotels create such consistently amazing experiences. Like, what’s their secret?
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Well, LaLuxure points out that the Ritz-Carlton has a leadership development program that’s
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specifically designed to foster this guest-centric culture. They invest heavily in training employees
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at all levels to be leaders who are empowered to make decisions and really take ownership of the
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guest experience. I love that. Empowering everyone from the housekeeper to the concierge to really
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make guests feel special. Yeah.
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To go above and beyond. And Four Seasons has this philosophy called
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care for people, which emphasizes customer service and cultural sensitivity, emotional
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intelligence. It sounds like they’re not just teaching
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employees how to do their jobs, but how to connect with guests on a deeper level.
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Yeah, exactly. They understand that creating a truly welcoming and inclusive environment
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starts with their staff. Okay. So the Ritz-Carlton empowers its
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employees to be leaders, and Four Seasons focuses on fostering this culture of care.
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It’s interesting to see how different hotels can achieve excellence through different approaches
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to training. And that’s just the tip of the iceberg.
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There are so many other hotels out there quietly investing in their staff and reaping their
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rewards. Right, right.
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They understand the key to success lies in their people.
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Okay. So the luxury has given us a lot to think about here. The hidden costs of neglecting
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training, the incredible benefits of investing in your staff, and some real world examples
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of hotels that are getting it right. And it’s important to remember that this
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isn’t just about five-star luxury hotels. These principles apply to any hotel, motel,
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or guest house that wants to create a positive and memorable experience for its guests.
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It’s about recognizing that your staff are the face of your business.
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They are. And they have the power to make or break
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a guest’s day. Absolutely. And that’s something worth
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investing in. It is, it is. Welcome back, you guys. We’re
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continuing our deep dive into those sneaky hidden costs of not training your hotel staff.
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And what really struck me in that first part- What’s that?
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Is how impactful seemingly small details can be.
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Yeah. le Luxure kind of hints at this, but it’s worth emphasizing in luxury hospitality,
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it’s those little things that make the biggest difference. A well-trained staff member can
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anticipate those small details and really create these moments of surprise and delight for the
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guest. And that’s what turns a stay into a truly memorable experience.
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It’s about going beyond the script, beyond just fulfilling those basic requirements of the job.
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Exactly. And into that next level.
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It’s that extra touch, that genuine warmth and attentiveness that makes a guest
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feel truly cared for. And that doesn’t just happen.
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Right. That’s the result of careful training
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and a culture that values excellence. And le Luxure almost pushes us to think
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beyond the practicalities of training, like teaching someone how to use a reservation system.
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Yeah. Or handle a complaint.
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You know? The basics.
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The basics. To consider those more intangible aspects of hospitality.
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Right. And this is where things get really interesting. They talk about the importance
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of training staff to be emotionally intelligent, culturally sensitive,
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genuinely passionate about hospitality. Those aren’t qualities you can teach
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from a manual, are they? Not at all.
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It requires a much more holistic approach to training.
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Right. One that focuses on developing not just
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skills, but character. And a deeper understanding of human interaction.
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Like the nuance. Yes, exactly.
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Of how people interact. Yeah.
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Yeah. And le Luxure argues that this kind of training is really essential for creating
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those personalized, memorable experiences that luxury travelers crave.
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Yeah. They’re saying that true luxury hospitality is about creating an experience that resonates
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on a deeper level. That makes guests feel seen and heard and understood.
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It’s about making a connection. Yeah, it is.
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And that connection is forged through a well-trained, empowered staff
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who are passionate about their work. Totally.
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And dedicated to creating those exceptional experiences.
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It’s interesting because when we talk about staff training,
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it’s so easy to get caught up in the metrics. Yes.
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You know, improved customer satisfaction scores or increased revenue, lower turnover rates.
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All the numbers. All the numbers, yeah.
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But le Luxure is reminding us that there’s this human element to this as well.
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Right. It’s about creating a work environment where employees feel valued,
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respected, and empowered to do their best work.
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Yeah. And that creates this ripple effect of positivity that extends outward to
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the guests, the hotel’s reputation, and ultimately the entire industry.
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So it’s not just training for training’s sake. No.
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It’s about creating this culture of excellence. Yes.
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That permeates every aspect of the hotel. That’s a great way to put it.
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Yeah. It’s about training staff to go beyond that
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script to anticipate those needs, to create those little moments of surprise and delight
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that turn a stay into a cherished memory. And that brings us back to, I think,
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le Luxure’s core message that staff training is not an expense.
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No. But an investment.
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It is. It’s an investment in creating a culture of excellence,
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in building a team that’s proud of what they do and committed to exceeding guest expectations.
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And in the long run, that investment pays off in spades.
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You know, loyal guests, positive reviews, a stellar reputation.
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These are all intangible but incredibly valuable assets that flow from a well-trained and highly
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engaged staff. And those intangible things turn into
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tangible results. They do.
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You know, increased revenue, higher occupancy rates. It’s all connected.
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It’s a virtuous cycle. Invest in your staff and they invest in your success.
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It’s as simple as that. And you know, this whole conversation has me thinking.
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About what? Like, have we been undervaluing
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the role of staff in the hospitality industry?
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That’s a really good question.
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I think we have.
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Yeah.
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In the past. I think there’s been this tendency to focus on the physical aspects of a hotel.
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Like the location, the amenities, the decor.
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The shiny stuff.
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Yeah. Like those are the things that, you know, people really think define a guest experience.
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Yeah. But le Luxure so eloquently points out it’s the human element that truly elevates a hotel stay.
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It’s those interactions with the staff that personalize the tendency, the feeling of being
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cared for. Those are what create lasting memories.
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It’s about making that connection.
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Yeah, exactly. And that connection is forged through, you know, having a well-trained staff
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who are passionate about their work.
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Right.
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And dedicated to creating exceptional experiences.
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So if you’re a hotelier listening to this.
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What’s the takeaway?
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What’s the takeaway? Don’t underestimate the power of your staff.
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Yeah.
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Invest in their training.
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Nurture their talents and empower them to create that magic for your guests.
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Absolutely. It’s not just teaching them how to do their jobs. It’s inspiring them
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to go above and beyond. To become ambassadors for your brand.
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Right.
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To embody the essence of hospitality.
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To create a team that’s as exceptional as the hotel itself.
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I love that.
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You know, thinking back to the beginning of this deep dive.
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It’s amazing how much we’ve uncovered just from this one blog post.
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It is.
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LaLuxure really packed a lot of valuable insights into this piece.
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They’ve challenged us to rethink our assumptions about staff training.
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For sure.
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And to see it not as a cost, but as an investment.
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Yeah.
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And to recognize that profound impact it has.
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It really does.
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On not only the guest experience, but the success of a hotel.
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They’ve given us a glimpse into the soul of hospitality.
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Well said. Okay. Before we wrap up this part of our fascinating deep dive,
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I want to touch on one more point LaLuxure makes.
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Okay.
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And that’s the idea of building a legacy of excellence.
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Ah, yes. This is about thinking beyond just meeting current needs
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and focusing on creating something that endures.
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Creating a team that’s not just good today, but continues to grow and evolve.
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You know, always striving for that next level of excellence.
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It’s about fostering a culture of continuous learning and development
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where every employee feels valued and empowered to contribute to the hotel’s success.
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And that’s how you create a legacy.
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Yeah.
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By investing in your people, nurturing their talents, and giving them those tools.
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Yeah.
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And the inspiration to create something truly special.
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And that legacy, that commitment to excellence, becomes part of the hotel’s DNA, you know?
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It does.
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And it attracts top talent, inspires loyalty in guests,
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and sets the standard for the entire industry.
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I think LaLuxure would agree that it’s about creating a ripple effect of positivity
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that extends far beyond the walls of the hotel.
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Absolutely. It’s about making a difference, not just in the lives of your guests.
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Yeah.
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But also in the lives of your employees and in the community as a whole.
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I love that perspective. It’s about seeing the bigger picture,
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recognizing that hospitality is more than just providing a place to stay.
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It is.
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It’s about creating a positive impact on the world.
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It’s about making people feel welcome, cared for, and connected.
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Yeah.
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And that’s a powerful legacy to leave behind.
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You know, as we kind of wrap up this part of our deep dive,
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I’m struck by the passion and the thoughtfulness that LaLuxure brings to this topic.
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Yeah.
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They clearly believe in the transformative power of hospitality.
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They do. And they’ve given us a lot to think about.
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The importance of investing in our staff.
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The need to go beyond the superficial and focus on creating genuine connections.
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And the power of building that legacy of excellence.
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I don’t know about you, but I’m feeling pretty inspired.
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Inspired to seek out those hotels that prioritize their staff
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and create those exceptional experiences.
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Me too. And I’m inspired to challenge myself to be a more thoughtful guest.
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To be more appreciative.
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Yeah.
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Of the hard work and dedication of the people who make those experiences possible.
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You know, it’s easy to take for granted the people that are working behind the scenes
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to make those travels so seamless and enjoyable.
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It is. It’s easy to forget that there are real people
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behind those smiles and those helpful gestures.
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Those little touches.
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Right.
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That make a stay special.
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So let’s all make an effort to be more mindful.
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Yes.
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More appreciative. More aware of that human element in hospitality.
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Absolutely. Let’s celebrate those hotels that go above and beyond to train and empower their staff.
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And let’s encourage those who haven’t quite embraced this philosophy to take that leap.
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Because in the end, it’s the people who make all the difference.
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They are the heart and soul of hospitality.
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And that’s a beautiful thing.
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Okay. So we’re back for the final part of our deep dive, you guys, into staff training
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and how it really shapes the entire hospitality industry.
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I’m going through this whole blog post with you.
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It’s pretty fascinating stuff.
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I feel like we’ve almost become consultants for luxury at this point.
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We have. We’ve definitely uncovered some real gems from this blog post.
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We have.
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But you’re right. Let’s shift gears a little bit and talk about
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what this all means for our listener.
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Whether they’re a hotelier or just someone who loves a good hotel stay.
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Because it’s easy to get swept up in the theory.
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Yeah.
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But le Luxure is really all about practical action.
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Exactly.
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So let’s say I’m planning a trip.
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How do I spot those hotels that are truly invested in their staff?
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Good question.
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Because not every hotel is going to have a big banner on their website that says,
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hey, we train our staff.
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No, they don’t.
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So what are the clues?
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Well, there are definitely clues out there.
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le Luxure emphasizes the power of online reviews.
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Don’t just skim those reviews for clean or good location.
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Look for the patterns in how people describe the staff.
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So like multiple reviews mentioning the staff going above and beyond.
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Yes. Yeah.
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Or being super friendly or anticipating needs.
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Those sorts of things.
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Exactly.
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Those are all indicators that there’s this underlying culture of service.
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And that’s often a direct result of good training.
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Okay.
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Also, pay attention to how the hotel talks about its staff on social media.
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Okay.
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Do they highlight employee achievements or showcase individual stories?
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That’s usually a good sign that they value their people.
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Like they’re proud of their team.
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Yeah. They want you to know.
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They want you to know.
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And don’t underestimate the power of just asking when you’re booking.
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Inquire about staff training programs.
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Oh, that’s a good idea.
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Or any initiatives.
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A hotel that’s invested in its people will be happy to share that information.
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Right. And even if they don’t have like formal programs in place,
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just the way they talk about their staff can be really telling.
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It can.
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You know, do they mention opportunities for growth
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or their commitment to a positive work environment?
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Those are all positive signs.
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They are.
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Okay. So now I’m putting myself in the shoes of the hotelier listening to this.
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And Leluctra has convinced me,
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okay, staff training, it’s essential.
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Where do I even begin?
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That’s great.
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You know, kudos to you for recognizing the importance of investing in your team.
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Yeah.
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I think Leluctra would probably suggest starting with a clear vision.
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Okay.
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You know, what kind of guest experience do you want to create?
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What values do you want your staff to embody?
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So it’s not just about like picking some random training modules.
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No.
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It’s about connecting that training to your brand, to your goals.
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That’s it. Once you have that clarity,
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you can start exploring different training programs.
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There are tons of resources out there from online courses,
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in-person workshops, industry conferences.
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And don’t forget about, you know, the power of internal training.
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Yeah.
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You know, senior staff can share their expertise with newer employees,
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you know, build that mentorship and community.
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Leluctra would love that approach.
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They would.
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It’s all about building that sense of shared ownership over the guest experience.
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Yeah. And training isn’t, you know, a one-time thing.
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Yeah.
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It needs to be ongoing and adapted as those needs of your staff and guests change.
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It’s about creating that culture of continuous learning and improvement.
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Exactly. Okay. So we’ve talked a lot about, you know, the benefits for the hotels.
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Yeah.
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But Leluctra also makes it clear that guests have a role to play
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in promoting this culture of great service.
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Absolutely. Positive reinforcement is huge.
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You know, when you encounter exceptional service,
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take the time to acknowledge it.
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Thank that staff member directly.
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Mention it to the manager.
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Leave a positive online review highlighting their efforts.
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It’s like voting with your words in your wallet.
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It is.
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You know, supporting hotels that prioritize their staff.
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For sure.
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And on the flip side, if you have a negative experience, don’t just, you know, stew in silence.
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Yeah.
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Politely share that feedback with the hotel.
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Yeah. Constructive criticism can be really valuable.
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It can.
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For a hotel that’s actually committed to improving.
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Yeah. And remember, Leluctra is all about elevating the hospitality industry as a whole.
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As a whole.
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And that happens through that collaborative effort between hotels, staff, and guests.
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It’s about recognizing that we’re all part of this larger ecosystem.
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And we all have a role to play in creating a more positive, rewarding experience for everyone.
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This whole deep dive has been a real eye-opener for me.
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Yeah.
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I feel like Leluctra has given us a whole new lens through which to view the hospitality industry.
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One that really recognizes the impact of staff training.
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The human impact.
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The human impact on every aspect of the experience.
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It’s about understanding that luxury isn’t just about those physical trappings,
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but the human connection.
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The feeling of being truly cared for.
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And that can only be created by, you know, a well-trained, engaged, and passionate team.
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So listener, whether you’re planning your next vacation or running a hotel,
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remember this, invest in your people.
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Because when you empower your staff, you elevate the entire experience.
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And that’s a beautiful thing.
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That’s it for this deep dive, everybody.
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We hope you enjoyed exploring this topic with us.
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Until next time, keep learning, keep questioning, and keep diving deep.
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And remember, the world is full of fascinating insights just waiting to be uncovered.