Frontline Resource Management
Aviation-proven teamwork, communication and situational awareness — adapted for the hospitality
frontline.
Develop stronger teamwork, communication and situational awareness across hospitality operations with Frontline Resource Management training adapted from aviation.
The course helps frontline employees and supervisors communicate clearly, coordinate effectively, speak up when concerns arise and make better decisions during busy or high-pressure situations.
What learners will be able to do
Explain the FRM mindset and why it improves both safety and service
Maintain situational awareness during busy or high-pressure periods
Communicate clearly, including structured handovers and callouts
Speak up effectively when something is wrong, regardless of hierarchy
Support shared decision-making and workload balancing within the team
Module structure
1 What Is Resource Management? 30 min
2 Situational Awareness 35 min
3 Communication & Handovers 35 min
4 Teamwork, Leadership & Speaking Up 35 min
5 Decision-Making & Human Factors 35 min
Local and Cultural Focus
Multicultural, multilingual teams are the norm across international hospitality; particular attention to
communication across language barriers, managing power-distance dynamics so junior staff feel able to speak up, and coordinating large diverse teams in high-occupancy properties.
Assessment: Team-scenario decision exercises per module, plus a final coordinated-service simulation.
