Talent Development
At Blaine & Walker, we recognize that many properties operate without a formalized training framework—and often with teams who have limited prior exposure to luxury hospitality standards. In these circumstances, we step in to design, implement, and sustain customized training programs that not only fill the gap but also elevate the overall culture of service and performance.
We work in close partnership with ownership, directors, and management teams to create on-property training solutions tailored to the operational and strategic needs of each asset. Our programs span every functional area of hospitality, including:
Operations Management – ensuring consistency, accountability, and flow-through across all departments.
Reservations & Revenue Management – developing skill sets in pricing, forecasting, and distribution strategies that drive topline performance.
Retail Sales & Merchandising – equipping teams with product knowledge and sales techniques that maximize per-guest spend and strengthen brand positioning.
Food & Beverage – enhancing both service execution and culinary culture, from fine dining standards to banquet operations and casual venues.
Facilities & Asset Management – instilling best practices in safety, preventive maintenance, and CapEx planning to protect long-term value.
Guest Services – building a service-first mindset where every interaction reflects professionalism, empathy, and brand identity.
Every training initiative includes tailored Standard Operating Procedures (SOPs) developed specifically for the property. These SOPs are not generic templates—they are carefully aligned to the culture, service style, and market realities of each destination, ensuring long-term adoption by the team.
We also respond to the unique challenges presented by each market, crafting strategies that cultivate the strengths of existing team members while bridging knowledge gaps. Our methodology typically draws from the Forbes Travel Guide standards, but we adapt our approach based on the needs and ambitions of each property—ranging from five-star luxury protocols to practical efficiency models for high-volume resorts.
To ensure lasting impact, we incorporate a cycle of evaluation, reinforcement, and accountability:
Real-time performance analysis provides immediate insight into progress.
Follow-up shop calls, site visits, or web-based training sessions reinforce learning and address new challenges as they emerge.
Detailed reporting is delivered to owners and managers, outlining results, measurable improvements, and recommendations for next steps.