In this episode of NovoEDTalks, Michelle Goad from Delaware North shares how a 40,000-person hospitality workforce is upskilled through intentional onboarding, a hospitality mindset built on proactive empathy, and multi-level leadership academies. She outlines a data-informed talent review process that surfaces capability gaps and powers targeted learning paths in a new LMS that personalizes content and encourages self-directed growth. Michelle also digs into AI’s near-term role in just-in-time coaching and practice—supplementing, not replacing, the human connection that defines memorable guest experiences.