How to Create a 5-Day Hotel Assistant Manager Onboarding Training Plan

Date modified: 21st July 2025 | This article has been written by Pilla Founder, Liam Jones, click to email Liam directly, he reads every email.

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Day 1: Property Orientation and Departmental Overview

The first day focuses on creating a comprehensive understanding of the property and its operations while establishing the assistant manager's place within the organisational structure.

This foundation day ensures your new assistant manager understands the hotel's physical layout, departmental relationships, and their crucial role in maintaining operational excellence.

Property Systems and Layout Orientation

Why it's essential: The assistant manager must understand every aspect of the property to make informed decisions and provide guidance to staff and guests. Without comprehensive property knowledge, management becomes disconnected from operational realities.

Key activities:

ElementInstructionsNotes
Property TourWalk through all public areas, guest rooms (sample of each category), back-of-house areas, and facilitiesEmphasise service flow paths and interdepartmental connections
Department IntroductionVisit each department during operation, meet key personnel, and observe workflowNote departmental peak times and operational challenges
Property Management SystemProvide login credentials and demonstrate core PMS functionsFocus on reporting features and dashboard navigation
Communication SystemsIntroduce radio protocols, internal messaging systems, and emergency communication proceduresPractice using all communication tools

Team Integration and Role Clarification

Understanding departmental relationships and establishing authority is crucial for assistant manager success.

Key activities:

ElementInstructionsNotes
Meet Department HeadsFormal introductions with discussion of each department's KPIs and challengesEstablish working relationship expectations and communication preferences
Shadow General ManagerObserve executive-level decision making and property management approachTake notes on leadership style and management priorities
Review Hotel PoliciesCover employee handbook, guest policies, and procedural requirementsEmphasise assistant manager's role in policy enforcement
Establish Reporting StructureClarify direct reports, authority parameters, and escalation proceduresDocument approval limits and decision-making boundaries

Basic Management Principles

Introduce fundamental concepts that underpin effective hotel management.

Training focus:

  • Understanding service delivery standards across all departments
  • Recognising key performance indicators for hotel success
  • Learning priority systems for resource allocation
  • Developing awareness of guest journey touchpoints

Day 1 Assessment Questions:

  • Can they navigate the property confidently and direct guests to all facilities?
  • Do they understand the hotel's management systems and reporting structure?
  • Have they grasped basic interdepartmental relationships?
  • Are they comfortable with the leadership team and property culture?

Day 1 Success Indicators:

  • Demonstrates understanding of property layout and departmental functions
  • Shows comfort level interacting with department heads and staff
  • Asks relevant questions about operational priorities
  • Takes initiative in learning hotel-specific systems

Day 2: Front Office Operations and Guest Relations

The second day focuses on mastering front office operations and developing guest relations skills, as these areas represent the core of hotel service delivery and revenue generation.

This operations-focused day ensures your new assistant manager can effectively supervise front desk activities, resolve guest issues, and maximise revenue opportunities.

Reservation and Property Management Systems

Why it's essential: The assistant manager must be proficient in all reservation and PMS functions to provide support, training, and troubleshooting for front desk staff.

Key activities:

ElementInstructionsNotes
Reservation ProcessComplete hands-on training for creating, modifying, and cancelling reservationsPractice handling special requests and rate adjustments
Check-in ProceduresProcess several guest check-ins with varying scenarios (VIP, group, etc.)Focus on upselling opportunities and guest recognition
Check-out and BillingReview folio management, billing adjustments, and payment processingPractice handling billing disputes and adjustments
Reporting FunctionsGenerate and interpret daily reports, occupancy forecasts, and revenue analysesIdentify key metrics that require management attention

Guest Relations and Service Recovery

Developing effective guest communication and problem-solving skills is crucial for maintaining service excellence.

Key activities:

ElementInstructionsNotes
Complaint ResolutionRole-play common guest complaints with varying complexity levelsPractice applying service recovery principles and compensation guidelines
VIP ProtocolReview VIP identification, special amenities, and enhanced service proceduresEmphasise personalisation and anticipatory service
Loyalty ProgrammeMaster loyalty programme benefits, tier requirements, and point managementPractice explaining programme benefits to potential members
Guest Feedback SystemsReview online reputation management tools and internal feedback mechanismsLearn response protocols for reviews and survey results

Revenue Optimisation Techniques

Introduce fundamental concepts of hotel revenue management.

Training focus:

  • Understanding rate structures and room category differentials
  • Recognising upselling and cross-selling opportunities
  • Learning basic yield management principles
  • Developing awareness of competitive positioning

Day 2 Assessment Questions:

  • Can they confidently navigate all PMS functions relevant to daily operations?
  • Do they demonstrate effective guest communication and problem-solving skills?
  • Have they grasped upselling techniques and loyalty programme benefits?
  • Are they comfortable making service recovery decisions within guidelines?

Day 2 Success Indicators:

  • Demonstrates proficiency in reservation and check-in/out procedures
  • Shows empathy and solution orientation in guest complaint scenarios
  • Identifies revenue opportunities in guest interactions
  • Takes initiative in suggesting service improvements

Day 3: Revenue Management and Operational Standards

The third day focuses on developing a deeper understanding of revenue management strategies and ensuring compliance with brand and operational standards.

This standards-focused day ensures your new assistant manager can make informed decisions that balance revenue optimisation with service excellence and compliance requirements.

Revenue Management Fundamentals

Why it's essential: The assistant manager must understand revenue principles to make informed inventory and pricing decisions, especially when covering for revenue managers or during off-hours.

Key activities:

ElementInstructionsNotes
Inventory ManagementReview room type allocation, overbooking strategies, and inventory controlsPractice using rate management tools and allocation systems
Rate StrategyExamine rate structures, restrictions, and dynamic pricing principlesAnalyse rate positioning against competitive set
Channel ManagementExplore distribution channels, OTA relationships, and channel contributionUnderstand commission structures and acquisition costs
Forecasting TechniquesReview forecast models, demand patterns, and booking pace analysisPractice adjusting staffing based on occupancy forecasts

Brand Standards and Compliance

Ensuring consistent service delivery and regulatory compliance is a core assistant manager responsibility.

Key activities:

ElementInstructionsNotes
Brand Standards ReviewExamine brand standard manual and recent audit resultsFocus on frequently missed standards and improvement areas
Quality AssuranceConduct mock room inspection and public area evaluationPractice providing constructive feedback on deficiencies
Health and SafetyReview compliance requirements for food safety, fire safety, and general safetyVerify understanding of inspection protocols and documentation
Accessibility StandardsExamine ADA/accessibility requirements and accommodation proceduresPractice handling accessibility-related requests

Interdepartmental Coordination

Develop skills for effective coordination between departments to ensure seamless service delivery.

Training focus:

  • Understanding departmental interdependencies and communication needs
  • Recognising critical handover points between departments
  • Learning conflict resolution techniques for interdepartmental issues
  • Developing awareness of resource allocation across departments

Day 3 Assessment Questions:

  • Can they explain basic revenue management principles and their application?
  • Do they demonstrate attention to detail in standards compliance?
  • Have they grasped the importance of interdepartmental coordination?
  • Are they comfortable conducting quality inspections and providing feedback?

Day 3 Success Indicators:

  • Demonstrates understanding of revenue drivers and management levers
  • Shows thoroughness in standards evaluation and compliance checking
  • Identifies operational inefficiencies and coordination opportunities
  • Takes initiative in addressing standards violations

Day 4: Staff Management and Administrative Responsibilities

The fourth day focuses on developing people management skills and mastering administrative responsibilities essential for effective hotel operations.

This management-focused day ensures your new assistant manager can effectively lead teams, handle administrative functions, and contribute to departmental success.

Staff Management and Development

Why it's essential: The assistant manager's ability to effectively manage, motivate, and develop staff directly impacts service quality, employee retention, and operational efficiency.

Key activities:

ElementInstructionsNotes
Scheduling PracticesReview labour management tools, scheduling constraints, and productivity metricsPractice creating balanced schedules within budget parameters
Performance ManagementExamine evaluation forms, feedback techniques, and progressive discipline proceduresRole-play performance conversations (positive and corrective)
Training CoordinationReview departmental training requirements, documentation, and certification trackingIdentify cross-training opportunities and skill gaps
Team BuildingDiscuss motivation techniques, recognition programmes, and team cohesion strategiesDevelop department-specific engagement initiatives

Administrative Responsibilities

Mastering administrative functions ensures smooth operations and proper documentation.

Key activities:

ElementInstructionsNotes
Budgeting and Cost ControlReview departmental budgets, expense tracking, and approval processesPractice variance analysis and corrective action planning
Reporting RequirementsExamine daily, weekly, and monthly reporting obligationsComplete sample reports with actual operational data
Purchasing and InventoryReview purchasing procedures, par levels, and inventory managementPractice processing purchase orders and conducting inventory counts
Documentation StandardsExamine record-keeping requirements for operations, HR, and legal complianceOrganise documentation systems for efficient retrieval

Time Management and Prioritisation

Develop skills for effective management of competing priorities in a dynamic environment.

Training focus:

  • Understanding urgent vs. important task classification
  • Recognising typical assistant manager time allocation patterns
  • Learning delegation principles and follow-up techniques
  • Developing awareness of productivity tools and systems

Day 4 Assessment Questions:

  • Can they create effective staff schedules that balance service needs with budget constraints?
  • Do they demonstrate confidence in performance management conversations?
  • Have they grasped administrative procedures and reporting requirements?
  • Are they comfortable prioritising competing demands and delegating appropriately?

Day 4 Success Indicators:

  • Demonstrates understanding of labour management principles and practices
  • Shows confidence and clarity in staff communication
  • Completes administrative tasks accurately and efficiently
  • Takes initiative in identifying process improvement opportunities

Day 5: Crisis Management and Leadership Development

The final day focuses on preparing the assistant manager for crisis situations and developing their leadership capabilities for long-term success.

This leadership-focused day ensures your new assistant manager can handle unexpected challenges, provide meaningful leadership, and continue their professional development.

Crisis Management and Emergency Procedures

Why it's essential: The assistant manager often serves as the senior leader on duty during evenings and weekends when emergencies are likely to occur without executive leadership present.

Key activities:

ElementInstructionsNotes
Emergency ResponseReview protocols for fire, medical emergencies, natural disasters, and security threatsPractice evacuation procedures and guest communication
Media ManagementExamine media response guidelines and communication restrictionsRole-play handling media inquiries during crisis situations
Guest Safety IncidentsReview documentation requirements, witness statement collection, and follow-up proceduresPractice incident reporting and guest assistance
Business ContinuityDiscuss systems recovery, alternative operating procedures, and prioritisation during system failuresReview manual backup procedures for critical functions

Leadership Development

Cultivating leadership skills ensures long-term success and career progression.

Key activities:

ElementInstructionsNotes
Leadership Style AssessmentComplete leadership assessment and discuss strengths and development areasCreate personal leadership development plan
Coaching TechniquesPractice situational leadership approaches for different team member needsRole-play coaching conversations for skill development
Conflict ResolutionExamine conflict management techniques for staff and guest situationsPractice mediating departmental conflicts
Decision-Making FrameworkReview decision-making authority, escalation criteria, and ethical considerationsDiscuss recent management decisions and their rationale

Ongoing Performance Expectations

Establish clear expectations for performance evaluation and continuous improvement.

Training focus:

  • Understanding key performance indicators for assistant managers
  • Recognising development milestones and career progression paths
  • Learning self-assessment techniques and reflection practices
  • Developing awareness of industry trends and best practices

Day 5 Assessment Questions:

  • Can they confidently describe emergency response procedures for common scenarios?
  • Do they demonstrate sound judgment in crisis decision-making simulations?
  • Have they identified meaningful personal leadership development goals?
  • Are they comfortable with ongoing performance expectations and evaluation criteria?

Day 5 Success Indicators:

  • Demonstrates calm and decisive approach to emergency scenarios
  • Shows self-awareness regarding leadership strengths and development areas
  • Articulates clear personal development objectives
  • Takes initiative in seeking feedback and improvement opportunities

Final Onboarding Review

Complete the onboarding process with a comprehensive review and forward-looking discussion.

Key elements:

  • Review accomplishments and learning from the five-day programme
  • Address outstanding questions and identify additional training needs
  • Set 30/60/90-day goals and check-in schedule
  • Introduce mentorship programme or buddy system for ongoing support
  • Schedule regular feedback sessions for the first three months

Customisation Considerations

Adapt this onboarding plan based on:

  • Property size and complexity (adjust depth of departmental exposure)
  • Brand affiliation (incorporate brand-specific standards and programmes)
  • Market segment (emphasise luxury service or operational efficiency as appropriate)
  • Assistant manager's prior experience (accelerate certain areas based on background)
  • Seasonal considerations (incorporate high/low season operational differences)

This comprehensive five-day onboarding programme provides your new hotel assistant manager with the foundation needed for success. Remember that onboarding continues well beyond these initial days, and regular check-ins, ongoing training, and performance feedback are essential for long-term development and retention.