Is Best Western required to have English-speaking staff available, and if so, under what conditions?
Best_Western Franchise · 2025 FDDAnswer from 2025 FDD Document
- 500.31 Personnel shall be properly trained to serve the guests in a professional manner. Completion of Best Western's online training is required for all Front Desk staff at each Property, within 90 days following the Front Desk staff person's effective hire date, with specific online training to be based on the online curriculum available at the time of hire. Each Member will be billed annually for training on a cost recovery basis. Effective December 31, 2009, each Property is required to have at least one staff person at the Property that has completed a Because We Care (formerly known as I Care) training program instructed by Best Western and has passed the certification exam. In the event of turnover of the only qualified staff person, another staff person must complete the Best Western training and pass the certification exam within 90 days. Additionally, by December 31, 2012, each Property will complete Because We Care Clean (formerly known as I CARE 2) training. Furthermore, effective June 1, 2013, each Property will be required to implement and thereafter maintain a General Clean and Preventative Maintenance Program. By April 1, 2015, or within ninety (90) days of future hire date, the Front Office Manager/ Supervisor shall complete the Best Western
Source: Item 23 — Receipts (FDD pages 108–413)
What This Means (2025 FDD)
According to the 2025 Best Western FDD, while there is no explicit requirement for English-speaking staff, Best Western mandates that personnel be properly trained to serve guests in a professional manner. Specifically, all Front Desk staff at each property must complete Best Western's online training within 90 days of their hire date. Additionally, each property must have at least one staff person who has completed a Because We Care training program instructed by Best Western and passed the certification exam. If that staff person leaves, a replacement must be trained and certified within 90 days.
This requirement ensures that Best Western properties maintain a standard of service and professionalism. The training programs, such as Because We Care, are designed to equip staff with the skills necessary to interact effectively with guests. While the FDD does not specify language requirements, the emphasis on professional service and training suggests that staff should be able to communicate effectively with a broad range of guests, which in many locations would necessitate English proficiency.
For a prospective franchisee, this means investing in staff training and certification to meet Best Western's standards. The annual billing for training is on a cost recovery basis, so franchisees should budget for these ongoing expenses. Ensuring that staff can provide courteous and high-quality service is crucial for maintaining the Best Western brand's reputation and meeting guest expectations. A franchisee should inquire with Best Western about what language proficiencies are expected for staff at their location.