For Embassy Suites hotels, is the 'Make a Difference' training mandatory for all hotel staff?

According to Embassy Suites's 2025 Franchise Disclosure Document, the 'Make a Difference' training is mandatory for all hotel staff. The training must be conducted periodically at the hotel. Each new staff member must complete a video training promptly upon starting their employment and a follow-up training within 60 days after their start date. The training program includes topics such as orientation to Hilton, the Brand, the hotel, and the Make a Difference Service Culture. Currently, there is no separate fee for this training.

This means that as an Embassy Suites franchisee, you are required to ensure all your hotel staff participate in this training. This includes initial training upon hiring and periodic refresher training. The content covers essential aspects of the Hilton brand and service culture, which are crucial for maintaining brand standards and customer satisfaction. The fact that there is no separate fee for this training is a benefit, though franchisees should budget for staff time to complete the training.

In addition to the 'Make a Difference' training, the FDD outlines other mandatory training programs for specific roles, such as Hilton Honors Training for management and front office personnel, and Hilton Core Sales Skills for commercial leaders and sales staff. This highlights the importance Embassy Suites places on comprehensive training to ensure consistent service and operational standards across all franchised locations. Franchisees should carefully review all training requirements and factor them into their operational plans and budgets.