In a complicated and ever-changing environment of mass gathering and large events, the need for trained professionals at every level has become even more apparent. Guests who patronize our venues have become increasingly more aware and more demanding in what they expect in their experience. Delivering a consistent message to every staff member is imperative to exceeding guest expectations. 

A common mistake in the industry is delivering training content as though we are “checking the box” by simply ensuring all staff have attended a required training. The hope from all leadership is that the information is retained and practiced once the employees are in the work environment. Unfortunately, this is not always the case; resulting in negative guest, client and employee feedback.