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Our commitment to creating magical vacation moments goes beyond new activities and experiences for you to enjoy on every trip to Royal Resorts. It includes empowering our team members with constant training to give them the tools they need to take their guest service and attention to detail to new levels, building upon the warm hospitality and philosophy of excellence that have been company hallmarks for many years.
Some training courses, workshops and seminars are tailored to different departments such as Food & Beverage or the Spa and focus on particular needs, products or industry tendencies, others may relate to new assets, machinery and equipment.
Courses take place in the classrooms at the resorts, in departmental locations and online.
Annual training program
Training needs for the year are identified using a companywide managerial survey. Factors that were considered in the development of the program include company objectives and changes, a review of previous years, market tendencies, a staff questionnaire, evaluation results and team member needs, among others.
This year, courses for managerial staff have focused on leadership and decision making and problem solving. Other topics covered include emotional intelligence and empathy in leadership, negotiating skills and conflict management, team member development and talent retention, and financial and budget management.
Supervisor-level staff have taken courses on topics such as empowerment/effective feedback, decision making and problem solving, and customer service. Other courses cover emotional intelligence and conflict management, handling change, organizational wellness and managing multigenerational teams.
For line staff, the annual training program included courses on critical thinking, personalized customer service, problem solving and handling complaints, teamwork, cultural diversity and the importance of attention to detail.
Improving English
Team members are evaluated for their level of English proficiency and attend classes in the workplace. The English teachers in the Human Development team use a mix of classroom sessions at the resorts and e-learning with some conversation to boost the confidence of their students. Some courses are customized to suit the needs of particular departments, such as Housekeeping, Restaurants and Spa, to ensure that students learn the vocabulary they need to enable them to converse more fluently with guests. In 2024, 1,739 team members attended nine courses and 106 workshops.
Team members, including candidates and trainees, are also evaluated for their level of English skills during the year.
Royal Resorts members who would like to volunteer to help team members practice their English are always welcome. If you would like to attend a class, please contact the Human Development department during your stay.
Computer workshops
In 2024, 36 IT workshops were given in the computer labs at the resorts on a variety of topics.
Royal Resorts Learning and Development Academy
Launched in March 2025 using the Crehana online training platform, this new training tool comprises learning academies and paths, individual courses with new content uploaded every week. It is designed to develop technical skills, soft skills and leadership and to promote the culture of constant learning, in addition to improving productivity and efficiency. It gives team members additional opportunities for learning and professional development and they can take the courses round the clock. The freedom to study boosts confidence, motivation and prepares team members to adapt to change and new technology.
The program lineup is diverse, ranging from customer service and communication to problem handling among others. There are even courses geared towards team members who work remotely, focusing on time and project management, ergonomics and the importance of exercise during the day.
Customer feedback and training
By analyzing the feedback received from the Medallia guest satisfaction surveys, reviews on Tripadvisor, Expedia, Google and other platforms, and from social media, we can identify areas in which additional training is needed and act to resolve the issues that are detected.
Adult learning
Adult education coaching is available for employees who were unable to finish their primary, secondary or senior high (preparatoria) studies when they were younger and now wish to do so. On completion of their studies, they obtain their school certificates from the Mexican Ministry of Education (SEP).
In 2025, two team members are completing primary studies, 14 are taking secondary school courses and 80 are studying at preparatoria or senior high level. Some adult students who have finished senior high have gone on to enroll in university courses.
Training for the future
Additionally, as Royal Resorts is now part of an international company, team members are also learning Holiday Inn Club Vacations best practices and learning about IHG® Hotels & Resorts standards. There is always something new to study, with the goal of enhancing the vacation experiences we offer members and guests.