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Training is an essential part of employee development, but a one-time session is rarely enough to ensure long-term success. Many organizations struggle with finding the balance between equipping employees with the knowledge they need upfront and reinforcing that learning over time. Without ongoing reinforcement, employees may struggle to retain information, lack confidence in their roles, and ultimately provide a subpar guest experience. In this episode, Matt and Josh talk about the importance of ongoing training and development, exploring how organizations can build confidence and competence over time to improve both employee performance and guest satisfaction.

"The way that they could take what they're learning and immediately see it through their lens and apply it directly to the specific aspects of their job duties... That's the most important part.”

Training is only effective if employees can connect it directly to their roles. The best training programs help team members understand the practical applications of what they’re learning, ensuring they can implement new knowledge in real-world situations.

"The learning doesn’t stop just because the training does."

Employees absorb and process information at different rates. Some may excel with a single training session, while others need repeated reinforcement. Instead of relying on one-time training events, organizations should adopt a continuous learning model that provides opportunities for employees to practice, fail, and improve over time.

"We need you to have the standard that we expect from you. Therefore, the bandwidth to fail maybe tightens a little bit."

Organizations must balance the necessity of immediate performance with the reality that true skill development takes time. Investing in early training while implementing ongoing reinforcement helps employees develop without compromising the guest experience.

"What do you want them to know? How do you want them to feel? And what do you want them to do?"

The Know-Feel-Do framework provides a structured approach to training:

By incorporating all three elements, organizations can ensure training is engaging, relevant, and actionable.

"If you're not the one leading the charge in terms of training, employees will learn from someone else – and you might not like the outcome."

Training shouldn’t exist in isolation. Organizations can integrate learning into daily operations by:

"People want to learn more. They want to continue to be challenged."

Creating an environment where learning is continuous fosters engagement and retention. Employees who feel supported in their development are more likely to stay motivated and committed to delivering high-quality service.

What strategies does your organization use for ongoing employee training? Share your thoughts with us!

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