Agile Applications in Hospitality: Enhancing Learning and Development

An abbreviated version of this article appeared in the January 2025 edition of Hotel Management magazine.

I asked a room full of hospitality trainers to build a tower in small groups with limited resources (marshmallows, a spaghetti box, and other random items). On the first round, the highest tower was 10 inches. But, when they were given multiple rounds to reflect, discuss, and improve, the highest tower was 28 inches. This was a successful demonstration of the agile process in action.

By embracing Agile principles, hospitality organizations can create more dynamic, effective, and impactful learning programs that drive meaningful results. We need to look at learning programs as living, breathing entities. They must be nurtured, iterated upon, and continuously improved to remain relevant and effective in our rapidly changing world.

Understanding Agile

Agility, at its core, is about the ability to change swiftly in response to evolving needs. Originally developed in the tech industry to streamline product development, Agile is a methodology that emphasizes iterative progress, continuous feedback, and cross-functional collaboration. For hospitality, this means designing training programs that are flexible, responsive, and aligned with the strategic goals of the organization.

The Four Pillars of Agile in Learning

These four pillars form the foundation of Agile principles in learning and development:

1. Outcomes: The first step in designing any training program is to clearly define the desired outcomes. This involves setting measurable goals that align with the organization's strategic objectives. For example, instead of aiming for learners to "understand" a concept, the goal should be to equip them with specific, actionable skills that can be directly applied in their roles.
2. Growth Mindset: Embracing a growth mindset is essential for fostering a culture of continuous improvement. This involves challenging the status quo, being open to new ideas, and reframing change as an opportunity rather than a threat. Recognize the importance of curiosity and the willingness to learn from failures as critical components of this mindset.
3. Cross-Functional Collaboration: Breaking down silos and encouraging collaboration across different teams is key to driving innovation. This might mean involving both front-of-house and back-of-house staff in the development of training programs to ensure that all perspectives are considered. This approach not only enhances the quality of the training but also promotes inclusivity and diversity within the organization.
4. Test and Learn: Agile encourages a test-and-learn approach, where failure is viewed as a valuable learning opportunity. By iterating quickly and gathering feedback at each stage, trainers can continuously refine their programs to better meet the needs of their learners. This iterative process helps to ensure that training remains relevant and effective in a rapidly changing environment.

Applying Agile in Hospitality Learning & Development

To integrate Agile into your training initiatives, incorporate these principles:

• Iterative Learning Cycles: Schedule regular reviews of your training content, involving both your team and the learners themselves. This allows you to gather feedback and make necessary adjustments to ensure that the training remains aligned with the organization's strategic goals.
• Peer-to-Peer Learning: Encourage learners to engage in peer-to-peer learning, which has been shown to enhance retention and understanding. This approach not only fosters a more collaborative learning environment but also empowers learners to take ownership of their development.
• Flexible Curriculum: Recognize that change is constant, and be prepared to adapt your training programs accordingly. Ensure that your curriculum remains flexible and responsive to the evolving needs of the organization.

Agile principles can have a significant impact on hospitality training programs by improving team collaboration, increasing efficiency, and enhancing the overall learning experience.

10 Specific Ways to Implement Agile Principles

1. Implement iterative learning cycles by scheduling regular retrospectives (e.g., 30 days, 90 days, 6 months, 1 year) to gather feedback and continuously improve learning content.
2. Encourage peer-to-peer learning and learning in teams to enhance knowledge retention and collaboration.
3. Develop flexible curriculum aligned with the company's strategies and adapt training initiatives accordingly.
4. Establish mechanisms for continuous feedback, such as roundtables, pulse checks, and stakeholder interviews, to gather insights and refine learning programs.
5. Conduct daily/weekly stand-up meetings to promote communication, best practice sharing, and accountability within teams.
6. Regularly update standard operating procedures and assign champions to maintain and update training materials.
7. Implement micro-learning approaches to deliver bite-sized, easily consumable training content.
8. Leverage customer interactions and feedback to shape and iterate training content continuously.
9. Introduce small, manageable changes to foster a culture of open communication and continuous improvement.
10. Involve cross-functional teams and subject matter experts in the development process to promote inclusivity and innovation.