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In my hometown of Barrie, Ontario, I spent some time chatting with some of the GMs of the hotels within our city limits. Most hotels in Barrie are what we would call “limited service”, however, some do offer more than others when it comes to amenities. I asked each GM what type of true service training each employee receives. Their answers were hit-and-miss. Some offer in-house training, and others offer the brand standard training, but very few of them truly offer service training. Also, due to the increasing turnover of staff, it is difficult to indoctrinate employees fully in a hotel’s service culture. The industry grapples with such high turnover. Do hotels invest in a full training curriculum, or do they train on the job as they expect 30% or more to leave the hotel due to any number of issues?

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