Two hours of employee training that can turn guests into lifelong fans.HTIM: Pure Hospitality is designed specifically for the Michigan hospitality industry. Featuring real-life stories and lessons from Michigan hospitality professionals, it shows employees how to turn routine guest interactions into memorable experiences. |
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Pure value for your business.
The online course takes about two hours to complete and is priced at just $50 per employee or $40 per employee for Michigan Restaurant & Lodging Association Members.
Both employees and employers benefit from HTIM: Pure Hospitality, because this online course:
Both employees and employers benefit from HTIM: Pure Hospitality, because this online course:
- Makes it easy to support employees. Employers can use the platform to assign training, monitor progress and completion, and develop consistent service standards.
- Creates consistency without sacrificing authenticity. Employees are encouraged to bring their personalities and strengths to guest interactions. The course emphasizes inclusivity and accessibility.
- Gives employees real-world, practical training. The program uses examples from Michigan businesses, making the training relevant and relatable.
Our Michigan-based course curriculum.
Each chapter of the course guides employees through key principles of superior guest service:
Chapter 1 · Lighthouse Moments: Leading Guests Through Uncertainty
When systems fail, people lead: take ownership, lower the emotional temperature with the 30-second reset, and let generosity reset the relationship.
Chapter 2 · Michigan Made: Your Authentic Self Is the Differentiator
Sincere care builds trust faster than scripted perfection; serve in your natural style and let your personality add texture no script can.
Chapter 3 · Northern Strong: All In, No Matter the Conditions
Hold the same standard through weather, volume, and fatigue, owning the guest experience start to finish so the strain never shows.
Chapter 4 · Open Waters: All Are Welcome
Access is hospitality, not compliance: remove physical, sensory, and digital barriers and offer dignified support so no guest feels like an exception.
Chapter 5 · Kind, Not Just Nice: Worth Coming Back For
Polite is a script. Notice what a guest needs and do something about it, so greetings, transitions and goodbyes compound into a reason to return.
Chapter 6 · Lakeshore Legends: Turning Visits Into Stories
Memories are the product: notice the detail others miss, personalize the moment, and give guests the undivided presence they'll retell.
Chapter 7 · True North: Be the Light People Look For
Stay present and grounded, master the basics then go further, take shared ownership, and make it right before a guest has to complain.
