Forget Traditional Training – This is How You Prepare Hospitality Teams for Anything

Hospitality training often focuses on instructions and procedures, but these methods alone can leave employees unprepared for the unpredictable challenges they face each day. What if, instead of telling our staff members how to react, we gave them the space to discover those reactions for themselves? That’s where experiential learning comes in. It’s not just a buzzword – it’s a transformative way to train that leads to deeper understanding, stronger skills, and more confident teams.

Let’s break down why experiential learning works and how you can implement it in your workplace to create lasting improvement.

Concept definition

Experiential learning is an approach where participants learn not just by doing, but by reflecting on their actions and experiences as well. Instead of passively absorbing information (such as reading a training manual or listening to a lecture), learners engage in activities that simulate real-world scenarios. After these activities, they take time to reflect on what happened, analyze their actions, and extract insights that can be applied to future situations. This reflection process is critical, as it helps learners connect the experience to broader lessons and deepening their understanding.

For hospitality workers, who often deal with unpredictable situations, experiential learning provides a practical way to practice and internalize essential skills. By working through real-life challenges in a safe, controlled environment and then reflecting on those experiences, employees build the confidence and critical thinking abilities needed to navigate the complexities of guest service, team collaboration, and problem-solving on the job.

Why experiential learning matters

Experiential learning goes beyond passive instruction by immersing participants in hands-on, real-life scenarios and guiding them through a process of thoughtful analysis afterward. This approach allows employees to actively engage with their work, understand it on a deeper level, and refine their skills for future challenges.

Here are five key reasons why it works so well in our environment:

1. Engagement through action – Hospitality is a fast-paced, service-driven industry. No matter how much information employees are given in a classroom setting, nothing compares to the experience of working under pressure and making decisions in the moment. Experiential learning helps participants retain information more effectively because they’re not just listening – they’re doing. By engaging their minds and bodies through active participation, employees absorb lessons in a way that sticks with them.
2. Real-world problem solving – Whether it’s handling a guest complaint or managing a sudden rush, hospitality team members need to be quick thinkers. Experiential learning places employees in realistic situations where they can test their ability to navigate challenges. Afterward, they can evaluate their own choices, identifying what worked and where they can improve. This self-assessment strengthens their problem-solving skills and prepares them for similar situations on the job.
3. Building adaptability – The hospitality industry is ever-changing. No two shifts are the same, and employees must frequently adapt to new team members, changing procedures, and unexpected events. Experiential learning encourages employees to approach each scenario with an open mind, learning to pivot when necessary. This kind of adaptability is developed through practice, trial and error, and taking time to consider how different approaches lead to different outcomes.
4. Enhanced team collaboration – Many experiential learning activities involve teamwork, which mirrors the collaborative nature of hospitality work. Through these exercises, employees learn how to communicate effectively, resolve conflicts, and support one another. Taking the time to discuss their shared experiences afterward helps reinforce these lessons, fostering stronger connections and more effective collaboration on the job.
5. Gaining confidence through immediate feedback – One of the most powerful aspects of experiential learning is the immediate feedback it provides since employees can see the results of their actions right away and gain insights into their performance. This quick turnaround helps learners understand their strengths and areas for growth, boosting their confidence as they apply those insights in future situations.

Integrating into your routines 

Now that we know why experiential learning is so effective, the question is: how can you bring it into your own hospitality training programs? Well, the answer doesn’t have to be complicated or expensive.

Here are some practical steps to get started:

1. Create realistic simulations – Design training scenarios that closely resemble the day-to-day challenges employees face. For example, set up a guest service simulation where employees must handle difficult interactions, such as addressing a delayed order or responding to a complaint (and if you want the most accurate ideas, go survey your team about the challenges they face most often). After running through these scenarios, provide space for employees to think through how they approached the situation, and what they might do differently next time. This debrief turns action into valuable lessons.
2. Foster a safe space for trial and error – Experiential learning thrives when employees feel safe to experiment and make mistakes. Let your team know from the start that it’s okay to stumble during training exercises – what matters is what they take away from the experience. By reducing the fear of failure, you’ll encourage your team to try new approaches and develop the critical thinking skills they’ll need to succeed.
3. Rotate roles during training – Adaptability is a key trait in hospitality, and understanding different roles within the operation is essential. When possible, have employees rotate positions during training. Let kitchen staff spend time in front-of-house roles, or have front desk clerks work at the bell stand for a day. After rotating, ask employees to reflect on their new perspective, considering how the experience has broadened their understanding of the overall operation.
4. Simulate guest feedback sessions – Design a session with negative reviews (either ones you make up or real ones from your own guest surveys) and ask team members to brainstorm on how they would respond. After employees present their paths forward, the trainer should facilitate a group discussion to encourage deeper thinking by asking questions like, “What worked well about this approach?” or “What challenges might you face in implementing this solution?” Additionally, the trainer might ask the group to reflect on how they would adapt their suggestions if the feedback came from a different type of guest (e.g., a regular customer vs. a first-time visitor) to encourages employees to consider various perspectives and apply flexibility in their problem-solving
5. Implement peer learning – Experiential learning doesn’t always have to be top-down. You can encourage peer learning at your hotel or restaurant by having more experienced team members lead training sessions and guide newer employees through simulated scenarios (even better, let them share their own experiences that they learned from). This approach not only helps the learners but also strengthens the skills of the teachers, who must think critically about their own practices and communicate effectively.
6. Make time for real-time learning – The best learning frequently happens on the job, so supervisors should seize teachable moments as they arise. When an unexpected situation occurs, rather than stepping in to fix it, they should let newer employees take the lead in resolving it and offer guidance as needed. Afterward, the managers should take a few minutes to discuss what happened and identify what the employee can take away from the experience for future situations.
7. Incorporate feedback loops – In hospitality, continuous feedback is essential for improvement. After any training exercise, provide constructive feedback that focuses on what the employee did well and what they can improve upon. By giving employees the chance to absorb this feedback and apply it to their next challenge, you help them build confidence and refine their skills over time.

You don’t need to overhaul your entire training program to get started with experiential learning. Start small by introducing one or two of these techniques and build from there. Even small changes can make a big impact on how your team learns and grows.

How experiential learning transforms your team

The goal of experiential learning is not just to teach employees what to do, but to give them the tools and confidence to handle whatever comes their way. By focusing on active participation, problem-solving, and adaptability, experiential learning equips employees to think on their feet and make better decisions in real-world situations.

The beauty of this method is that it doesn’t just teach facts or procedures, but rather builds resilience and independence. It’s about fostering an environment where learning is continuous and where team members are empowered to apply their knowledge in meaningful ways. Whether handling a tough guest situation or adapting to a new team, employees trained through experiential learning are better prepared, more confident, and ultimately more successful.

And what can this mean for your hotel or restaurant? Well, a 2019 Deloitte Human Capital Trends Report found that companies that focused on experiential learning saw increased agility and innovation, and organizations that provided cross-training and real-world problem-solving opportunities reported 20-30% higher employee performance and satisfaction rates.

Conclusion

As hospitality leaders, we’re always looking for ways to improve our teams and our guest experiences. Experiential learning offers a way to train that’s as dynamic as the industry itself. It’s simple to implement, highly effective, and can be adapted to fit any workplace setting. By creating opportunities for employees to learn through action, reflection, and feedback, you’re not just teaching them how to do a job – you’re helping them grow into capable, adaptable professionals who are ready to thrive in an ever-changing industry.

So, take the next step in elevating your training programs. Implement experiential learning today, and watch your team grow stronger, more confident, and more prepared for whatever comes their way.

This article was based on a breakout session led by CHART Board Member Dr. Jennifer Belk White, Ed.D. titled, “Experiential Learning: Not Just Learning by Doing.” Dr. White, who works as the Vice President of Human Resources for General Hotels Corporation, facilitated this session at the CHART conference in Chicago earlier this summer and did an incredible job allowing us attendees to discover insights at our own pace.

If you're interested in diving deeper into experiential learning, Dr. White recommended David Kolb as the best resource. Kolb is a psychologist and educational theorist who developed the Experiential Learning Cycle, which explains how people learn through hands-on experiences, reflection, and application. His work has been widely used in fields like education, business, and hospitality, and you can explore his book “Experiential Learning: Experience as the Source of Learning and Development” for a practical guide on how to apply this approach in your own training programs.