“Back to Basics” with Rachael Nemeth
Back to Basics podcast cuts through the noise to focus on what matters in hospitality. Join Rachael Nemeth, CEO of Opus Training, as she talks with service industry leaders who are shaping today's workforce.
“Back to Basics” with Rachael Nemeth
EP3: The State of Operations: 2025 Hospitality Training 360 Report Recap
In this episode of Back to Basics, we explore the findings of the 2025 Hospitality Training 360 Report, focusing on the current state of learning and development (L&D) in the hospitality industry.
To practice what we preach, we leveraged Google's NotebookLM to transform our written report into an audio format (yes, these speakers are AI-generated!) to demonstrate our commitment to accessibility and efficient content delivery. Hopefully, this allows us to reach more of our audience while showcasing how AI tools can enhance content adaptability without compromising quality. We hope you enjoy this episode.
Download the full report here: https://www.opus.so/hospitality-training-360-report-2025
About Us
Opus is the hospitality training platform purpose-built for the frontline. Train 100% of your team in 101 languages on the job to quickly get them up the productivity curve. With full visibility across your workforce, you get the frontline business intelligence needed to drive your business.
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Hi, it's Sarah from the Opus team. Welcome to the special episode of Back to Basics. Today we're doing something a bit different. We just published this year's Hospitality Training 360 report, where we surveyed over a hundred hospitality learning and development professionals about the state of the industry. A big topic of conversation is around the pressure to be more efficient and using AI and technology to get teams there. So we decided to put that learning into practice. What you're about to hear is our report transformed into listen mode using Google's notebook LM. Yes, we used AI to help create this audio version. Because if we're talking about L and D efficiency, shouldn't we explore all the formats our community might prefer? Some of you love reading reports, others prefer listening while commuting or working out. AI is helping us meet you where you are. It's a perfect example of how technology can extend our reach without losing the human touch that makes learning so meaningful. So sit back and enjoy this AI assisted journey through the report findings. And yes, the irony is not lost on me that we're using AI to deliver insights about well AI and learning and development. Let's dive in.
Moderator 1:Hey everyone, welcome back for another deep dive. And we always love to take a super close look at the hospitality 360 report every year. Well, this year's no different. We're going to break down some of the key findings and really understand, you know, what's on the minds of folks in learning and development. And we'll dig into, you know, the specific challenges that hospitality pros are facing in 2025.
Moderator 2:So Yeah, I think, you know, we're seeing some really fascinating trends emerge this year. And it's really interesting to see how things have shifted, you know, even just compared to last year in terms of what people are prioritizing and what they're really struggling with.
Moderator 1:Right. And I think one thing that really jumped out at me from the report was just this overarching theme of, you know, doing more with less. It seems like everybody's feeling that pressure this year, you know.
Moderator 2:Absolutely. And that's reflected in the top priority for 2025, which is operational speed and efficiency. Yeah. You can really feel the urgency in some of the comments. You know, for example, there's a training manager from a fast casual chain in the Midwest, and they said our biggest challenge this year is having enough staff to operate train new hires and keep up with the demand.
Moderator 1:Oh, wow. Yeah, I can only imagine just, you know, being pulled in all these different directions and trying to keep everything afloat.
Moderator 2:Yeah.
Moderator 1:So d did the report offer any insights into how people are dealing with, you know, these kinds of challenges?
Moderator 2:Yeah, definitely. I mean, there's a lot of talk about streamlining processes, you know, finding ways to use technology more effectively and really just prioritizing, you know, the training initiatives that are going to have the biggest impact. One LD director from a hotel group on the West Coast, they put it this way. You know, they said, we're being forced to cut back on nice to have training and really prioritize the essentials.
Moderator 1:So, you know, back to basics, making sure that, you know, employees have those core skills that they need to really excel in their roles.
Moderator 2:Aaron Powell Exactly. And what's interesting is that, you know, this back to basics approach, it needs to be balanced with that long-term strategy, like you know, career development.
Speaker 2:Yeah.
Moderator 2:There's a recognition that, you know, yeah, operational efficiency is super crucial in the short term, but you can't afford to neglect, you know, investing in your people for the long haul. It's like walking a tightrope. Yeah.
Moderator 1:You know, you gotta find that sweet spot between addressing those immediate needs, but also, you know, planning for the future.
Moderator 2:Aaron Powell That's such a great analogy, and it's not easy at all. You know, the report actually highlights balancing quality with speed as one of the biggest challenges facing LD professionals this year. Aaron Powell Yeah.
Moderator 1:That makes sense. I mean, it must feel like they're constantly being asked to do more with less time and fewer resources.
Moderator 2:Aaron Powell Yeah. And that sentiment definitely comes through in a lot of the comments. You know, one training manager from restaurant group in the Northeast said, we're feeling the pressure to constantly innovate and deliver, you know, that engaging training, but we're also expected to do it, you know, faster and cheaper than ever before.
Moderator 1:Oh man. That sounds like a recipe for burnout.
Moderator 2:Aaron Powell Well, and the report actually mentions burnout specifically. Yeah. You know, a number of LD professionals express concerns about just, you know, feeling overwhelmed and stretched too thin.
Moderator 1:Aaron Powell So are there any solutions out there? What did the report have to say about how to cope with this?
Moderator 2:Aaron Powell Yeah, it's interesting because a lot of the respondents pointed to technology and specifically AI as a potential solution.
Speaker 2:Aaron Powell AI to combat burnout. I mean, that's not something you hear every day.
Moderator 2:Aaron Powell It might sound counterintuitive, but the idea is that, you know, by automating some of the more tedious and time-consuming tasks, you know, maybe AI can free up LD professionals to focus on the more strategic and creative aspects of their work.
Moderator 1:Aaron Powell So it's not about replacing humans altogether. It's more about, you know, using AI to maybe help them thrive by taking on some of that heavy lifting.
Moderator 2:Aaron Powell Exactly. And there's a lot of excitement about AI's potential, you know, to streamline processes, maybe personalize learning experiences, and even, you know, help with content development. There's a respondent who's a training coordinator from a casual dining chain, and they talked about using a platform called Opus for training development, and they said the AI features have really helped them create training from scratch much easier than before.
Moderator 1:Wow. That's incredible. It does sound like AI could be a real game changer for LD. But I'm also curious about those who are maybe a little more hesitant to, you know, embrace AI. What are some of their concerns?
Moderator 2:Aaron Powell The report does touch on that, and some people, you know, are worried about AI accuracy and you know the potential for bias, while others are concerned about data privacy. And, you know, there's also this general feeling that AI lacks that human touch that's so essential in hospitality.
Moderator 1:Aaron Powell Right. Yeah, those are all valid points.
Moderator 2:Yeah.
Moderator 1:I think there's definitely a need for more education and guidance around AI and L and D to kind of address those concerns.
Moderator 2:Aaron Powell Definitely. And I think it's also important to remember that, you know, AI is still a relatively new tool, and we're really just beginning to, you know, scratch the surface of its potential. So it's important to approach it with both enthusiasm, but also a healthy dose of skepticism.
Moderator 1:I like that cautious optimism. Before we get too deep into the world of AI, though, I'm curious, you know, what the report had to say about some of the other pressing challenges facing LD professionals in 2025, like tightening budgets, maybe.
Moderator 2:Aaron Powell You read my mind. We'll dive into the financial side of things next. Yeah, you're absolutely right. Budget concerns are a huge thing this year. And the hospitality 360 report actually shows like a 10% decrease in LD professionals that are expecting budget increases in 2025, which is kind of a bummer, and there's a lot more uncertainty about future funding compared to even last year.
Moderator 1:Aaron Powell That's a pretty significant drop. I wonder if that's you know related at all to this whole emphasis on operational efficiency that we were talking about earlier.
Moderator 2:Yeah, I think it's all connected. You know, a lot of hospitality businesses are kind of feeling the pinch right now, and they're really looking for ways to, you know, cut costs and maximize those existing resources. And there was this general manager from a resort in the Southwest, and he was very blunt. He said, we're having to make tough choices about where to allocate our budget. And unfortunately, LD isn't always seen as you know a top priority.
Moderator 1:Aaron Powell Oh man, that's tough to hear. Yeah. For those who are really passionate about LD work. So what's the advice for navigating those tighter budgets?
Moderator 2:Well, the report suggests that it's really important to demonstrate that return on investment for any LD initiatives. If you can show that clear link between your training programs and improved operational results, then you're in a much stronger position to advocate for funding.
Moderator 1:Aaron Powell So it's not just about assuming that everyone understands the importance of LD, it's really about proving its value. Trevor Burrus, Jr.
Moderator 2:Exactly. And that means tracking metrics, gathering data, and being able to articulate the impact of your work in a way that really resonates with those business leaders. There was this one learning manager from a hotel chain in the Southeast, and they said, you know, don't just talk about learning outcomes, talk about business outcomes. Show how your training is directly impacting, you know, things like employee retention, guest satisfaction, and ultimately the bottom line.
Moderator 1:I love that advice.
Moderator 2:Yeah.
Moderator 1:You know, it's really about speaking the language of business and demonstrating, you know, those tangible benefits of LD. So did the report provide any like specific examples of metrics that LD professionals should be tracking?
Moderator 2:Oh, absolutely. They highlighted metrics like employee turnover rate, guest feedback scores, and even sales data as you know key indicators of training effectiveness.
Moderator 1:Aaron Powell That makes a lot of sense. If you can show that your training programs are leading to lower turnover, happier guests, and increased sales, you're gonna have a much easier time justifying your budget requests.
Moderator 2:Yeah, precisely. And the report really emphasizes that this whole data-driven approach isn't just about securing funding. It's also about continuously improving those LD programs. By tracking those metrics, you can really identify areas where your training is having the desired impact and make adjustments where it's needed.
Moderator 1:Aaron Powell So it's about using that data to refine your approach and make sure that your training is as effective as possible. I like that, you know, that continuous improvement mindset.
Moderator 2:Aaron Powell Yeah, it's totally essential in today's rapidly changing hospitality landscape. And it's also interesting to note that the report found some pretty significant differences in how LD professionals are kind of approaching data and metrics.
Moderator 1:Aaron Powell Oh, really? Tell me more about that.
Moderator 2:Aaron Powell Yeah. So it turns out that QSR and fast casual businesses are much more likely to track those operational metrics compared to, you know, their counterparts in like casual and full service restaurants. So for example, like nearly 75% of QSR respondents said that they track employee turnover, while only 55% of full service respondents do the same.
Moderator 1:Wow. That's a pretty big gap. I wonder why there's such a difference between those segments of the industry.
Moderator 2:Yeah. It's hard to say for sure, but the report speculates that it might have something to do with just the different operational pressures and priorities. You know, and e each segment, QSR and fast casual businesses tend to be very focused on efficiency and speed of service. So it makes sense that they would place a high value on metrics that reflect those areas.
Moderator 1:It's all about aligning that LD strategy with those overall business goals.
Moderator 2:Aaron Powell Exactly. And that kind of brings us back to the importance of communication and collaboration. LD professionals, you know, really need to be in close communication with their operational counterparts to understand their needs and priorities and ensure that their training programs are aligning with those goals.
Moderator 1:Aaron Powell So it's not just about creating great training content, it's also about being a strategic partner and really advocating for LD within your organization.
Moderator 2:Aaron Powell You got it. And that's really where those soft skills that we talked about earlier come into play.
Moderator 1:Aaron Powell Oh, you mean things like communication, collaboration, and problem solving?
Moderator 2:Exactly. Those skills are more important than ever for LD professionals, even in a world that's you know increasingly focused on technology and efficiency.
Moderator 1:Aaron Powell It's about you know finding that balance, right? The human element is still so essential, you know, even as we embrace these new tools and technologies like AI.
Moderator 2:Aaron Powell Couldn't have said it better myself. And speaking of AI, you know, we haven't even scratched the surface of how this technology is really being used to address those challenges and priorities that we've been talking about.
Moderator 1:Aaron Powell That's true. I'm really interested to dive a little deeper into the world of AI and see how it's transforming the LD landscape.
Moderator 2:Aaron Powell Right. So we've talked a lot about the challenges facing LD in 2025, you know, everything from budget constraints to just that overwhelming feeling of having to do more with less. But through it all, it seems like AI keeps popping up as a potential solution. Yeah. You're right. There's definitely a lot of excitement and maybe a little bit of apprehension around AI. And the report actually found that over 72 percent of hospitality professionals who are using AI right now say it's significantly improved their work quality. So that's pretty encouraging.
Moderator 1:That is a really high percentage. But I know we were talking earlier about some folks being a little hesitant to jump on the AI bandwagon. So what are some of those concerns?
Moderator 2:Aaron Powell Well, a lot of it just comes down to not really understanding what AI is and how to use it effectively in an LD setting. You know, there was one respondent, a learning and development manager from a hotel in the Northeast, and he said, I'm definitely intrigued by AI, but I just don't even know where to start. You know, I'm afraid of choosing the wrong tool or investing in something that won't actually help our team.
Moderator 1:Yeah, that makes sense. It feels like you know, everybody's trying to say the latest and greatest AI tool these days, so it can definitely be overwhelming to figure out, you know, where to even begin. So did the report offer any guidance, you know, for those who are feeling a little lost?
Moderator 2:Aaron Powell Yeah. They stress the importance of starting small and focusing on specific problems that AI can actually help solve. You know, don't try to do everything at once. Just identify, you know, maybe one or two tasks that are really time-consuming or inefficient and see if there's an AI tool out there that can, you know, help you streamline those processes.
Moderator 1:Aaron Powell So it's about being really intentional and finding the right tool for the right job, you know, not just jumping on the AI bandwagon because it's the cool thing to do.
Moderator 2:Aaron Powell Exactly. And the good news is, you know, there are more and more specialized AI tools out there that are really tailored to, you know, the needs of LD professionals. And there was one respondent, a training specialist for uh a QSR chain in the Southeast who raved about this platform called Opus. And she said that, you know, the AI features have been incredibly helpful for things like, you know, brainstorming content ideas, creating engaging quizzes, and even personalizing learning paths for individual employees.
Moderator 1:Aaron Powell Wow. It sounds like it really takes a lot of the guesswork and the heavy lifting out of the process. But I'm also curious about those concerns we talked about earlier about AI, you know, lacking that human element. Did that come up a lot in the report?
Moderator 2:Aaron Powell Definitely did. And I think it's a valid concern. You know, but it's interesting because a lot of the respondents who are really, you know, successfully using AI out there, they emphasize that it's not about replacing human interaction at all. It's more about enhancing it.
Moderator 1:Aaron Powell So it's like you know, using AI to kind of augment your own skills and expertise and free up more time to focus on those really human elements of LD.
Moderator 2:Aaron Powell Exactly. And that's what a lot of them are doing. You know, they're using AI to free up more time to focus on things like coaching, mentoring, and you know, building those relationships with employees.
Moderator 1:Aaron Powell It really is all about finding that balance between human intelligence and artificial intelligence. And it seems like the most successful LD professionals moving forward are going to be the ones who could really bridge that gap.
Moderator 2:Aaron Powell I think you're absolutely right. It's about embracing the potential of AI, but also recognizing its limitations and remembering the human element is still so important, especially in hospitality. And one of the respondents, a director of learning and development for a restaurant group, should put it this way: AI is a powerful tool, but it's just that it's a tool. It's up to us to use it wisely and ethically to create, you know, learning experiences that are both effective and engaging for our employees.
Moderator 1:Aaron Powell Yeah. That's a great point. It's a good reminder that, you know, we have to be really thoughtful and intentional about how we integrate AI into LD and always keep the human element at the forefront.
Speaker 2:Yeah.
Moderator 1:So as we wrap up this deep dive, you know, we've talked a lot about the challenges, the opportunities, the potential of AI. What's the one key takeaway you want to leave our listeners with today?
Moderator 2:Aaron Powell You know, if I had to sum it up in one sentence, I would say embrace change, stay curious, and never stop learning. You know, the hospitality industry is constantly evolving, and so is the field of LD. So those who are willing to adapt, to experiment, to continuously learn, those are the ones who are going to really thrive in this exciting industry.
Moderator 1:Couldn't have said it better myself. So to all of our listeners out there, thank you so much for joining us for this deep dive into the hospitality 360 report. We hope you found it helpful, insightful, and inspiring. And until next time, happy learning.
