Why Most Hospitality Training Fails—and What to Do Differently
by Iana Galai ● May 6, 2025
If You Can’t Measure It, It’s Not Training. It’s Just Talking.
At LXLabs, we’ve been reflecting on what truly makes hospitality training effective. After running countless training programs for hospitality staff and management across Southeast Asia, one core idea keeps coming up:
If you can’t measure it, it’s not training. It’s just talking.
Now, that might sound harsh—but let’s dig in.
The Great Training Illusion
Most companies genuinely believe they’re doing a good job with staff training. They dedicate time, money, and energy to onboarding, shadowing, role-plays, or even workshops. And when we ask, “Do you think your training works?” the answer is often, “Of course!”
But when we ask the next question—“How do you measure the impact of your training?”—the room usually goes quiet.
We’ve noticed two major patterns:
- Some businesses train but don’t track. They’re investing in staff development, but have no idea if it’s improving service quality, guest satisfaction, or overall performance.
- Others avoid training altogether, believing there’s no measurable return on investment—because, well, they’ve never seen one.
Either way, the outcome is the same: training becomes a routine, a box to tick, rather than a strategic tool for growth.
Training becomes a routine, a box to tick, rather than a strategic tool.
The Purpose of Hospitality Training
Training is supposed to do more than just introduce policies. It should change behavior, build competence, and enhance performance. But for that to happen, we need to know it’s working. We need metrics. We need data.
Here are some essential questions every hospitality business should be asking:
✨ Is training improving service consistency?
✨ Is it increasing guest satisfaction or reviews?
✨ Is it helping reduce errors, waste, or staff turnover?
✨ Is it generating more revenue—through upselling, better guest retention, or smoother operations?
If the answer is “I don’t know,” then your training may not be training at all.
Why Measuring Training Effectiveness Matters
Peter Drucker, the father of modern management, once said: “What gets measured gets managed.” In hospitality, where service is intangible and teams are diverse, this couldn’t be more relevant.
Studies show that companies who track their training efforts experience:
- Higher staff engagement
- Stronger performance consistency
- Lower turnover
- Better guest reviews
At LXLabs, we help businesses implement Training KPIs—simple, actionable metrics that connect staff learning with guest experience and business outcomes. Think of it like turning your team into a live performance dashboard.
To build such KPIs in your organization, start with understanding what they should look like:
- Specific
- Observable
- Trackable
- Aligned with business goals
…and most importantly, they should be ongoing.
Training ≠ One-Time Event
A common myth: a 2-day workshop is enough to “fix” your staff.
However, according to learning theorist David Kolb (1984), people learn best through repetition, reflection, and real-world application. Without reinforcement and measurement, most knowledge fades within a few weeks.
This is why effective training programs include:
- Clear learning goals
- On-the-job practice
- Peer or supervisor feedback
- Measurable performance tracking over time
It’s not about overloading staff with theory—it’s about making training part of your culture.
Time to Rethink Hospitality Training
Hospitality is evolving. Guest expectations are higher than ever. Staff recruitment is harder than ever. This means: your ability to train and retain great talent is your competitive edge.
Training done right builds confident, motivated teams. It increases guest loyalty. It drives revenue. But only if we stop treating training like a formality—and start treating it like a science.
References:
- ASTD (2022). State of the Industry Report. Association for Talent Development.
- Drucker, P. F. (1999). Management Challenges for the 21st Century. HarperBusiness.
- Dweck, C. (2017). Mindset: Changing the Way You Think to Fulfill Your Potential. Robinson.
- Kolb, D. A. (1984). Experiential Learning: Experience as the Source of Learning and Development. Prentice Hall.
- Lombardo, M.M., & Eichinger, R.W. (2000). The Career Architect Development Planner. Lominger Ltd. Inc.