Are Embassy Suites franchisees required to ensure their designated personnel complete the brand's required training?
Embassy_Suites Franchise · 2025 FDDAnswer from 2025 FDD Document
We offer required training courses to those affiliated with the System for orientation and as part of the certification process. Our training is designed for and based on the specific business and operational functions of Brand Hotels. The personnel you designate to fulfill these business and operational functions must complete the required training to our satisfaction. If you hire replacement personnel for any of these roles or functions, the replacements must successfully complete the appropriate training programs.
When we provide training, we provide the training content that we deem necessary and appropriate for the business and operational functions of the Hotel so that it may operate in accordance with our Standards. At all times under the Franchise Agreement you are an independent contractor and an independent employer, and we will not direct or supervise your personnel, or have, retain, reserve, or exercise any control over your (or your Management Company's) personnel or personnel policies or procedures in any manner.
Source: Item 11 — FRANCHISOR'S ASSISTANCE, ADVERTISING, COMPUTER SYSTEMS AND TRAINING (FDD pages 53–67)
What This Means (2025 FDD)
According to Embassy Suites's 2025 Franchise Disclosure Document, franchisees are indeed required to ensure that personnel designated to fulfill specific business and operational functions complete the brand's required training to the franchisor's satisfaction. This requirement extends to replacement personnel as well, ensuring that all individuals in key roles are adequately trained. The training content is determined by the franchisor as necessary and appropriate for the hotel's business and operational functions, aligning with brand standards. While Embassy Suites provides the training content, the franchisee remains an independent contractor and employer, responsible for their personnel's policies and procedures.
Embassy Suites offers various mandatory training programs, such as Hilton Honors Training for management and front office personnel, which must be completed before the hotel opens or within a specific timeframe after the employee's start date. There's also Hilton Core Sales Skills certification for commercial leaders and sales staff, which must be completed within 90 days of their start date, with costs up to $600 per attendee. Additionally, Make a Difference training is mandatory for all hotel staff, including video training upon starting and follow-up training within 60 days. These programs cover essential aspects of hotel operations, sales, and service culture.
Furthermore, specific roles such as general managers and commercial leaders must complete a virtual learning program within 90 days of their start date, costing up to $1,200. Before the hotel's opening, all staff utilizing the Hilton Property Management System (HPMS) and OnQ Rate & Inventory Management must complete their respective training. The franchisor verifies the successful completion of these training programs, and failure to meet the minimum standards may result in a delay in the hotel's opening. For hotels with an eforea spa, product and service training must be completed by spa personnel before the spa opens for business.
Embassy Suites also requires participation by the general manager and director of sales in an annual Brand or regional conference, with a cost of $2,500 per attendee. The FDD specifies that the franchisor may modify training requirements over time, and franchisees are responsible for any fees associated with required and optional training courses, including travel, lodging, and miscellaneous expenses for attendees. For programs that include travel by the franchisor's trainers to the hotel site, franchisees may also be required to cover the trainers' travel, lodging, tax, and meals.