How we onboard every new associate at Horizon
Horizon runs boutique hotels across the South, where the whole business is hospitality. We built the onboarding that turns a brand-new hire into a confident host.
The engagement in numbers
One role, taken end to end, the blueprint we clone to every other role and property.
Great hotels, inconsistent starts
Horizon's properties compete on hospitality, but every hotel onboarded new associates its own way. A new front desk hire in Charleston learned differently than one in Asheville, and quality depended on who happened to be training that week.
There was no shared foundation: no company story, no role-by-role programs, no standard operating procedures. New associates felt thrown in, and it showed at the front desk.
A repeatable way to welcome people
Horizon brought us in to design one consistent onboarding experience, grounded in who they are and the craft of hospitality, that any property could run and any new hire could trust.
Because their property-management software is licensed from a third party, we wove the vendor's own certification into the path (with a clear time estimate) rather than rebuilding it, and added our own cheat sheets on top.
Foundation, then role by role
Establish the company and hospitality basics once, then build a track for each role on top of it, starting with the most cross-cutting.
What we built for Horizon
A shared foundation every associate starts from, plus complete role tracks, each in Horizon's brand, each linking back to this case study.
Shared foundation · every role
Front Desk Associate
Housekeeping Associate
Foundation: Learn more about Horizon
One warm, consistent welcome, at every property, for every new associate.
Imagine this for your team.
If this is what we built for a fictional hotel group, imagine what we'd create to onboard your people.
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