In the wellness industry, training takes many forms. Marriott International takes advantage of virtual learning platforms such as Rev Max and the company intranet, which houses leadership resources and brand-wide training content.“ We believe our platforms have been instrumental in creating a strong support system that drives the success of our leaders,” Patty Neumeier said.“ We’ ve intentionally cultivated a culture of collaboration and encouragement that unites leaders across our portfolio— regardless of brand— fostering an environment where they uplift one another.”
Virtual training platforms are also emphasized at Trilogy, whose Trainual is“ a digital training hub that houses everything from company overviews and safety protocols to brand standards, how-to guides and video tutorials,” said Brennan Evans.“ Our training philosophy centers around consistent, high-quality onboarding and ongoing education. We place strong emphasis on collaboration with our vendor partners, who play an integral role in reinforcing brand alignment, product knowledge and excellence in service delivery.”
For PCH Resort Hotels, results-driven training is critical. In a resort setting, staff cannot predict which spa team member a guest might approach first for any questions or concerns— which is why Taylor Fields said all spa associates undergo comprehensive training, so everyone is prepared to assist with guest needs and represent the brand with confidence.
ONBOARDING WITH INTENTION: Creating connection from the start The first few days on the job matter. Thoughtful onboarding builds confidence, clarity and culture, laying the foundation for long-term commitment. Spa leaders like Evans look to“ wow” their new hires from day one.
Personalized onboarding helps new hires feel a real sense of purpose and belonging, according to Evans.“ When onboarding is thoughtful and well-executed, it builds confidence and shows the employee partner they’ ve joined a company that’ s structured, supportive and serious about excellence,” he said.“ On the flip side, a weak start can create doubt and frustration.”
Suzanne Holbrook found value in her company’ s approach that“ the most important thing is people.” Marriott’ s training programs aim to create a real and approachable leadership team, avoiding hierarchical structures. Holbrook also emphasized the importance of personalized onboarding calls for new leaders to make them feel welcomed.
At Hyatt Americas,“ my ultimate goal for training is to provide colleagues with the tools needed to be successful—
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