Audrey Benet, Director of Training at GuestCounts Hospitality, shares insights into how modern training techniques can transform learning in the hospitality space. With two decades of experience leading operations, culture and training for global brands, Audrey brings a human-centered perspective to scaling systems while prioritizing team well-being.

Audrey outlines how humor, improv and technology help make learning more effective and inclusive. She emphasizes the importance of creating safe environments where team members can fail forward, build soft skills and grow into confident leaders through practical experience and collaborative feedback.

Key Takeaways:

(02:18) Introducing game-based learning makes training more approachable and removes traditional barriers to participation.

(07:35) Interpersonal dynamics are at the core of service industries, making flexibility and human connection central to effective learning.

(09:39) Technology can support a learner-first approach by allowing individuals to absorb foundational material independently before applying it on the job.

(11:40) Simulated practice and early exposure to decision-making roles can accelerate leadership development and readiness.

(14:20) Communication skills, especially the ability to give and receive feedback, are best developed through frequent, low-stakes repetition.

(16:02) Embedding structured feedback into everyday routines helps build emotional resilience and fosters stronger workplace relationships.

(18:19) Collaborative group training formats can make even sensitive topics, like interview conduct, more memorable and participatory.

(22:03) When organizations create environments that support experimentation and recovery from mistakes, they build deeper trust among teams and strengthen cultural alignment.

Resources Mentioned:

Audrey Benet

https://www.linkedin.com/in/audreyabenet/

GuestCounts Hospitality | LinkedIn

https://www.linkedin.com/company/guestcounts-hospitality/

GuestCounts Hospitality | Website

https://www.guestcounts.com

Wisetail | Website

https://wisetail.com?utm_source=podcastplatforms&utm_medium=podcast&utm_campaign=wise-tales-podcast

Chart

https://www.chart.org/

Walt Disney World College of Hospitality and Culinary Arts

https://valenciacollege.edu/locations/downtown/walt-disney-world-center-for-culinary-arts-and-hospitality.php

Jeff Wirth – Interactive PlayLab

https://www.linkedin.com/in/jeff-wirth-54028032/

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