I once got a call for a taskforce mission at a resort in Mauritius. The kind of call where you just know it’s going to be an adventure. The HR Director said,

“Dércio, we have two big problems… and we believe you can help in some way.”

Now, that’s either a compliment or the beginning of a Netflix drama.

Curious, I asked, “What seems to be the issue?”

She said, “Our team members are leaving faster than room service delivers breakfast. One week, one month—gone. We’ve tried everything. Yoga. Pizza. Even team-building exercises involving blindfolds and coconuts. Nothing’s worked.”

So off I went to Mauritius. Passport in one hand, flipchart in the other.

When I arrived, the first thing I reviewed was the onboarding program. Was it designed to create magic from Day One? Was it setting the stage for “This is where I belong”?

Spoiler alert: It wasn’t.

What they had wasn’t an onboarding—it was more of a “good luck and don’t forget your name tag.” It lacked warmth, connection, and the spark that makes people feel part of something meaningful.

Lesson?
If you want retention, you need emotion. You need onboarding that feels like a welcome home, not just a PowerPoint and a checklist. Welcoming new team members isn’t just about ticking boxes. It’s about creating an emotional connection from the start — the kind that inspires belonging, excitement, and long-term loyalty. If you want your onboarding journey to go from day one to day wow, here are 7 pro tips with real-world examples to help you craft unforgettable experiences:

1. Create a Warm & Personal Welcome

Don’t just welcome with policies—welcome with heart. Personalize their first day in meaningful ways.

Example:

First thing I did for first day of new team members, I created a “Team Member Spotlight” corner in the training room. I invited team members and Heads of Department to write welcome and encouraging messages in different languages. When new hires walked in, they often found notes in their own language, sometimes for the first time abroad. It became an instant icebreaker and conversation starter.

Pro Tip: Greet them with a buddy system, a surprise note, or a snack from their home country — small gestures create big memories.

2. Give the Big Picture First

Before diving into operational tasks, share your resort’s story, your “why,” and how their role fits into the larger guest journey. You can host a storytelling session with a senior leader who shares the brand’s legacy and how service excellence shaped key guest moments. When new hires hear this, they don’t just see a job—they see a purpose.

Me? Yes, I introduced the “Heart of Hospitality Walk”, an interactive, feel-good activity designed to help new hires connect with their teammates in a meaningful way.

Instead of just meeting department heads in a formal setting, the new team members were given a simple mission: find at least five team members from different departments and ask them two key questions:

1. What do you love most about your job?
2. What are you going to do today to make a guest feel valued and important?

What happened next was pure magic!

New hires didn’t just hear about our service culture; they saw it in action. They laughed, shared stories, and got real insights into how different roles contribute to creating unforgettable guest experiences. It wasn’t about memorizing service standards—it was about feeling the passion behind them.

By the end of the walk, they weren’t just “new hires” anymore—they were part of the team. And that’s what onboarding should be all about!

3. Bring the Wow to Training

Break the learning down into digestible parts. Mix formats like videos, role plays, or learning games to keep energy high. Or better keep learning sessions short, visual, and fun. Add stories, games, and real examples from the job.

Example:

Create a “Service Bingo” card where team members must collect knowledge or complete tasks during their first week— I normally ask team members to learn the name of a colleague from another department or greet a guest using a local phrase. It’s a simple exercise, but it works wonders. It encourages connection beyond their own teams and adds a personal, cultural touch that guests truly appreciate. Plus, it gets people smiling—and that’s always a win in hospitality!

4. Create Two-Way Conversations

Make space for feedback and authentic dialogue. Let them know it’s okay to ask questions or share thoughts.

Example:

When delivering the onboarding by day 3, I noticed something, new hires often had questions… but didn’t always know where or when to ask them. So, I brewed up an idea (literally) — the “Let’s Talk” coffee session with the HR team. It’s a relaxed sit-down where new team members can ask anything — and I mean anything. From “Where’s the cafeteria?” to “How do I grow within the company?” to the all-important “When’s the coffee break again?” What surprised me most? The level of engagement skyrocketed when people realized the HR office wasn’t some mysterious glass box — it was an open, human space where no question was too small.

Moral of the story: Sometimes, the best onboarding tools aren’t forms or slides… they’re coffee, connection, and someone who’s happy to say, “Ask me anything.”

5. Celebrate Small Wins

Progress builds confidence. Acknowledge early wins, no matter how small.

Example:

After completing their first guest interaction, the new hire receives a handwritten postcard from the Training Manager that says, “Your journey to excellence has begun — and we’re proud already.”

6. Follow Up & Personalize the Journey

Onboarding is a process, not an event. Check in regularly and tailor development plans based on individual strengths and aspirations.

Example:

During the one week or 30-day check-in, ask: “What surprised you the most?” and “What would you like to learn next?” Use this insight to assign them to stretch projects or training that matches their interests. New hires remember how they felt during onboarding long after they forget the details. The goal isn’t just orientation — it’s inspiration.

Start strong. Start personal. Start unforgettable. From day one to day wow — let’s make onboarding an experience worth talking about.