Hospitality Hero in the Making: Unleash Tech’s Potential for Training a Diverse and Deskless Workforce

Hospitality deskless workers learning together on a tablet

We’ve all been on holiday, eaten at a restaurant or even just ordered a drink at a bar. Known for its wide workforce, the hospitality industry is one that needs to know how to about training a diverse and deskless workforce as one of the largest global employers. Additionally, by all accounts, a significant number of the hospitality workforce are deskless. Mostly in customer-facing roles such as servers, bartenders, housekeepers, and front desk staff.

Requiring team members to be knowledgeable and skilled in various areas is vital. Training a diverse and deskless workforce with different routines and shift patterns certainly faces some challenges. With often changing staff members, or employees interchanging jobs or responsibilities the training calendar is always full. Training schedules regularly include workshops on customer service, product knowledge, and regulatory compliance. Seemingly, topics that re-occur regularly and similarly each time. Something that could potentially be created into a structured course for team members to do on their own time, at their own pace.

“Research suggests that on average, students retain 25-60% more material when learning online compared to only 8-10% in a classroom.”


Traditionally, training has taken place in person, especially in the hospitality industry since it is all about the people. However, with the rapid growth of technology, there are now more effective ways to train your diverse and deskless workforce in this sector, and that of any other Deskless industry.

Adapting to change

Adopting technology for training is a smart move for any growing organization, so hotels and hospitality environments shouldn’t be any different. Offering a variety of benefits, a digital revolution can help with increased efficiency, cost-effectiveness, and reaching a wider audience. Additionally, it would be especially beneficial for those working at night or primarily on their feet. Moreover, technology-based training is tailored to meet the specific needs of the diverse workforce in this sector. Ensure everyone has access to the training they need, and in the language they need it.

Training diverse deskless team members using technology:

  • Online Learning Platforms: Learning Management Systems (LMS) and Learning Experience platforms (LXP) provide interactive, multimedia training modules that are accessible from anywhere, at any time. This is especially useful for deskless workers who are always on their feet or managing differing schedules.
  • Mobile App: a cost-effective and convenient way to provide training opportunities to deskless workers. With the widespread use of smartphones, even the email-less or most technically challenged workers can access training materials on the go, making it easy for them to fit in learning whenever they can, wherever they are.
  • Virtual Reality Training: Provide an immersive, interactive learning experience that helps workers acquire new skills quickly and efficiently. This type of training is particularly useful for hospitality workers who need to learn about new products and services, or for those who need to practice customer service scenarios.
  • Gamification: This is nothing new as trainers have been using games and online technology, like Kahoot, for a long time but providing a fun and engaging way to train is imperative. Using game mechanics and leaderboards, workers are motivated to complete training modules and compete against their colleagues and friends.

In many deskless industries, training and aligning the team has been an uphill struggle. Often overlooked when it comes to training and development are the employees who work on different time patterns or in different languages. In the hospitality industry in particular, team members are often from different countries and need to be active at all times of day, so it’s lucky that there are a number of online, interactive training solutions available. With so many options it is easy to either include too many or none at all. It is imperative for training teams to explore all options out there to find what is applicable and engaging for their team.

All in one solution

Well, it may sound cliche but yes, Enabley, really is that “all-in-one solution“.

We’re developing a fun, easy-to-use mobile training platform, especially for the deskless workforce. With Enabley’s mobile-first approach, get all the benefits of training and development in the palm of your hand! Easily develop and distribute training content to all those team members who work tirelessly at all hours of the day. Enabley helps make sure everyone can access whatever they need, whenever they need it.

So while it may have been a necessity to meet face-to-face for training in the past, technology should be embraced and utilized to train any deskless workforce, and the hospitality industry is slowly starting to realize that too. Offering a cost-effective, convenient, and engaging way to provide training opportunities, makes sure any industry maintains a competitive edge. For the hospitality industry especially, creating a fun and engaging learning experience for the whole team encourages them to give back the best customer service and enhance the total guest experience.

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