Free hotel staff training · New hires

New hotel employee training for the first week.

Six free lessons that every new hire can finish in the first week, whatever the department: the language of the hotel, the service standard, the safety basics, and what to do when a guest is unhappy.

6 free lessons, 1.3 hours of training in total, 1 with a certificate. No account needed.

Start in this order

A starting sequence for one person or a pre-shift rotation for the whole team. Every lesson stands on its own.

Hotel Terms & Acronyms (12 min): Every hotel term and acronym a new hire runs into, in one plain-English A-to-Z list. Must-know terms are starred, with worked examples for ADR, occupancy, and RevPAR.
Guest Service Standards (10 min): The four ingredients of an elevated guest experience, how to anticipate what a guest needs, and how to catch a service slip before it becomes a complaint.
Guest Room Access (10 min): Who may grant access to a room, the two checks every front desk agent owes a guest, and the tactics people use to talk their way past both of them.
Human Trafficking Awareness: Recognition & Reporting (25 min): Hotel staff are the front line against trafficking. Warning signs by department, the safe way to report, and the mistakes that put victims in more danger.
Fire Extinguisher (10 min): When to fight a fire and when to walk away, the P.A.S.S. method, what each extinguisher type is rated for, and how your building's fire alarm works.
Guest Complaint Resolution (12 min): The LEARN framework for complaints: listen, empathize, apologize, resolve, notify. See one complaint handled two ways, with two very different outcomes.

Your first week in a hotel

Start with the glossary, so the words everyone uses on day one make sense, then guest service standards and guest room access. Together they explain how the hotel talks, what a good stay looks like from the guest’s side, and the one rule about doors that applies to every department.

The safety basics every employee gets

Human trafficking awareness is required training in a growing number of states and useful everywhere; it issues a certificate. Fire extinguishers covers the decision that matters most, whether to fight a fire at all, and the P.A.S.S. method for when you should.

When a guest is unhappy

Nobody is too new to hear a complaint. The complaint resolution lesson gives a new employee a simple, repeatable way to listen, own the problem within their role, and hand it to the right person.

Certificates available

Completion certificates your staff can keep for the training file.

Human Trafficking Awareness: Recognition & Reporting

Six lessons, five days

Two on the first day (glossary, service standards), then one a day. About seventy-five minutes in total, all free, with a certificate at the end of the human trafficking lesson.

All new hire lessons

Grouped by topic. Each opens the full free lesson, with its quiz and FAQ.

Guest experience

Guest Service Standards (10 min): The four ingredients of an elevated guest experience, how to anticipate what a guest needs, and how to catch a service slip before it becomes a complaint.
Guest Complaint Resolution (12 min): The LEARN framework for complaints: listen, empathize, apologize, resolve, notify. See one complaint handled two ways, with two very different outcomes.

Safety & security

Guest Room Access (10 min): Who may grant access to a room, the two checks every front desk agent owes a guest, and the tactics people use to talk their way past both of them.
Human Trafficking Awareness: Recognition & Reporting (25 min, certificate available): Hotel staff are the front line against trafficking. Warning signs by department, the safe way to report, and the mistakes that put victims in more danger.
Fire Extinguisher (10 min): When to fight a fire and when to walk away, the P.A.S.S. method, what each extinguisher type is rated for, and how your building's fire alarm works.

Hotel basics

Hotel Terms & Acronyms (12 min): Every hotel term and acronym a new hire runs into, in one plain-English A-to-Z list. Must-know terms are starred, with worked examples for ADR, occupancy, and RevPAR.

Training for the rest of the hotel

Browse the full library

For hotel teams. Give new hires one place to find today’s notes, open tasks and who to ask. See how HOPE connects the hotel