From Tradition to Transformation: Evolving Hospitality Training in Tier-2 India by Saba Dhanani, Director of Marketing & Operations, Sayaji Hotels
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Tech-Driven Learning, Built for Scale
Sayaji Hotels has thrived in tier-2 cities for nearly three decades. With a legacy rooted in the heartlands of India, we’ve built our brand on understanding the nuances, challenges, and untapped potential of these markets. As we continue to expand in high-growth tier-2 cities and further, we are reimagining what hospitality training should look like, to us it should be future-ready, scalable, and deeply connected to people.
We are actively planning to roll out WhatsApp-integrated learning flows, video micro- lessons, and LMS tools that adapt to each associate’s pace and performance. Additionally, AI-powered voice assistants in regional languages are being explored to support frontline teams with quick, on-the-job learning in real time.
Gamification That Makes Learning Stick
Engagement in hospitality training doesn’t mean turning learning into a game, it means making everyday performance feel seen, valued, and worth striving for. At Sayaji, we’re exploring practical reward-linked training models, such as:
Instant recognition for completing key training milestones
Simple scorecards or service feedback tie-ins that highlight team members who consistently apply their learnings
Peer-nominated appreciation for handling real guest scenarios with excellence
These small but impactful nudges create a culture where learning translates directly into better performance and where performance, in turn, earns visible appreciation.
Microlearning for Macro Impact
In tier-2 cities, hospitality teams are dynamic, often multitasking across roles with agility and dedication. This makes concise, focused training not just practical—but essential. It accelerates their growth, sharpens their skillsets, and prepares them for larger responsibilities and leadership roles. Microlearning is the way: short, focused lessons in 5–7-minute formats.
We plan to launch bite-sized, mobile-first modules covering key topics such as guest check- in etiquette, complaint handling, and F&B service hacks which can stay all accessible on-the- go.
Preserving the Human Touch
While tech will help us scale and optimize training, mentorship and experiential learning will remain irreplaceable. At Sayaji, we aim to pair new recruits with senior team members for peer learning and shadow sessions. Emotional intelligence, empathy, and intuition, these are the skills that no app can teach and will continue to be embedded into our service culture through real-world interactions.
We also plan to incorporate regional storytelling, examples from local cultures and guest preferences to make the training feel contextual and personal.
“Tech may teach you the ‘how,’ but it’s people who teach you the ‘why.’ At Sayaji, we ensure both are part of every learning journey.” Saba Dhanani, Director of Marketing & Operations, Sayaji Hotels
The Road Ahead: A Hybrid Model for Bharat
The future of hospitality training, especially in emerging markets like tier-2 India, is undoubtedly hybrid. It’s not just about digitizing content, it’s about creating adaptive, localized, and emotionally intelligent training ecosystems. As we grow into newer cities and build the next generation of hospitality professionals, we believe the best training will lie at the intersection of innovation and empathy.
