The hospitality and tourism industry can be hugely demanding for those who work in it, requiring a wide range of skills such as customer service and communication. Since the industry often hires temp staff during peak seasons, there is a consistent need for efficient onboarding and training to ensure service quality.

In an arena where success depends principally on people, with each customer interaction having to count and relationship-building a top priority, investing towards skilling-up and aligning your employees is absolutely necessary.

Discover how the hospitality and tourism industry uses BrandAcademy to effectively nurture all its members to collectively provide 5-star experiences to their customers.

Gain customer loyalty by empowering employees with the knowledge to delight and surprise guests

Help staff effectively perform on-the-job tasks by delivering key information and guides as micro-stories

Quickly adapt to changing situations by building content directly on the app and sending it in real-time

Always have a pulse on what’s happening in the field by receiving insights and feedback from your frontline

Provide positive reinforcements through the gamified app and engage all members in your channels

How the Hospitality and Tourism Industry can Train, Align, Market and Communicate with BrandAcademy

Customer Service

Providing excellent customer service is not an easy feat, but it is essential in ensuring satisfaction and building lasting relationships with your clients so they keep returning to your services. From good communication skills, to the ability of tailoring services per client, to handling surprises, prepare your staff to deliver personalized and memorable customer experiences.

Brand Training

Customer-facing staff are the face of the brand — make sure they know the values and missions of the establishment they represent. Get employees up-to-speed on your service’s history, heritage, awards won, and concept so they can speak to it when asked by customers. If there are specific brand vocabulary words your staff should be using, make sure they know and are using these phrases regularly.

Service Recovery

Mistakes can and do sometimes happen. If a customer perceives they were wronged in some way, it is key for staff in the field to know how to swiftly react and attend to a situation. Guidance on the types of methods to use for certain scenarios as well as knowledge of how to handle upset customers will be a huge asset for customer-facing staff.


Making sure everyone follows industry and company laws, standards, and practices is a daunting yet vital task to protect both customers and employees alike. Efficiently train all your employees on necessary rules and policies while reducing costs by having ready-made content available on-demand for new staff to cover in their spare time.

Etiquette and Presentation

From tips on exuding poise and courteousness through body language, basic etiquette on personal presentation and appearance, to guidance on mannerisms such as how to hold the door open for guests, there are many points for customer-facing members working in the field to learn and keep in mind while attending to clients.


Quick, effective onboarding is important in the hospitality and tourism industry, where new staff join on a regular basis, especially during peak seasons. From learning basic information such as the layout of the establishment, to more specific instructions on executing on-the-job tasks like how to greet and guide guests, help them efficiently transition into their respective roles.

Ongoing Training and Support

There is always a new influx of information such as events and special offers which people have to be up-to-speed with. Ensure all your channels have what they need to succeed, whether they are your direct employees or franchisees. Provide them with essential information to serve clients at the highest level, then receive feedback from the field to understand what is going on in each and every channel.

Safety and Security

Enforcing a firm understanding among employees of health and safety standards will benefit the establishment’s trust and reputation in the long run. A basic understanding in data privacy, emergency procedures, personal hygiene, and first aid are fundamental for staff of all tiers in the hospitality and tourism industry in order to protect their customers.

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Consult with a BrandAcademy Specialist

Discover how you can use BrandAcademy to train and engage all your employees and channels to consistently provide memorable experiences to customers.

  • Enable frontline staff to provide top-notch customer services and build relationships with customers
  • Improve productivity by infusing vital on-the-job knowledge
  • Cut costs while skilling up and engaging more people
  • Let staff spend less time training others and more time focusing on the bottomline
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