New Staff Training Advice

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I am a front office supervisor at a franchise Marriott property and am looking for some advice on getting new hires trained and engaged.

I was on leave for a few months and recently came back to the property with a handful of new front desk staff. They were all horribly neglected and not trained properly and have been practicing bad habits. I’ve been trying to do my best the last few weeks but have a lot of admin work I’m also trying to catch up on. ANYWAYS- I’m horrified BSA could walk in at any moment. I created a BSA prep sheet for the staff and am trying to get everyone on the same page with brand standards but they can’t even do a full check-in confidently. I just need some ideas on how to get them engaged. Someone suggested role playing but I’ve never done that and not sure where to start ? They fly through the daily check-lists and then when there is downtime I catch them just leaning against the desk. I try to task them with projects, get them interested in learning the system better, etc. but I need more to fill their downtime with that is actually useful and helpful to them. Any and all advice is welcome! Happy BSA season 😭

Posted Jan 8, 2026, 11:53 PM UTC

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