The guest experience starts with training your team


The guest experience starts with training your team

video learning

Training and development is important to today’s workforce - 86% of millennials say that if their employer offered better career training and development, it would keep them from leaving their current position. If training and development was made more of a priority by employers, it might even help hospitality shake its reputation for not being a long-term career option.

We recently teamed up with award winning e-learning developers Learning Pool to create 12 modules, each based on one of the 12 key elements of the guest experience, helping operators to guide their teams on how to deliver a memorable guest experience whilst aligning with their brand promise.

The key elements sit within the GEM wheel – a framework that breaks down the guest experience into 4 key areas: ‘People’, ‘Process’, ‘Product’ and ‘Place’; and then further into 12 segments which can be both trained and measured.

The brand promise sits at the heart, influencing every segment. So each business may make a different interpretation for each segment, depending on what their brand ‘promises’ guests in terms of the experience. The team ultimately has an influence over how each of these is delivered. Making them feel valued and able to see the ‘bigger picture’ through relevant training and evaluation creates an environment where people are engaged and want to succeed.

At HGEM, our operational assessments allow you to measure the guest experience and reveal the gap between the intended and actual experience. Our team then work with you to bridge that gap, and a good place to start is by ensuring your team understand both what is expected of them and consider how to handle different scenarios. It’s an aspiration that was shared by our partners at Learning Pool, who were keen to add weight to their hospitality catalogue of e-learning.

We created these learning modules to provide a decent grounding for managers and team members. For managers, the modules provide an opportunity to be proactive with matching guest experience to brand promise and promote ownership for results. Or simply to ensure that people have a solid grounding from the off. For team members, the modules provide an opportunity to reflect on the purpose of their role, helping them to do their job better. As a result, they may buy into your brand at a deeper level and increase their motivation for coming into work every day.

Off-the-shelf e-learning modules

As part of the collaboration, HGEM provided the subject matter expertise for hospitality, while Learning Pool built the modules. The 12 different courses - three for each of the key areas as follows:


  • Making Every Guest Feel Welcome
  • Delivering a Friendly and Personalised Guest Experience
  • Building Relationships Through Conversation


  • Delivering Effortless Service
  • Getting the Timings Right
  • Efficient Payment and Friendly Goodbyes


  • Ensuring Excellent Quality Products
  • Showing Passion for What We Offer
  • Happier Guests Spend More


  • Pride in Our Appearance
  • Getting Guests Through the Door
  • Encouraging Recommendations

Each course takes approximately 25 minutes to complete and could work well in team meeting sessions where several team members could discuss what the subject matter means to them. The modules are interactive, with an overview video and situational questions to test and reinforce knowledge.

Who said formal training had to be timing consuming or expensive? The off-the-shelf e-learning modules will be available for clients of both HGEM and Learning Pool as part of existing subscriptions. There is also an option to adapt the content in line with your unique brand promise.

In a competitive and dynamic market, hospitality managers now have a new tool up their sleeve. If you would like to find out more about our services and how we can help you and your team measure and improve your guest experience, get in touch with a member of the team today on 01225 470999 or email

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