The Wequassett Academy, the training program of Wequassett Resort & Golf Club on Cape Cod, is so successful the founders just may spin it off as a separate business. If that happens, the 77 (and counting) hospitality classes would be available to hoteliers outside the property.

For now, the academy, which started in 2005, trains the resort’s 375 employees. That takes on special significance because the Chatham, MA, property is only open from April 1 through Dec. 1. With a roughly 45% retention rate, the 120-room Wequassett Resort is continually hiring, training and retraining employees.

The academy is managing partner Mark Novota’s way of quickly building qualified staff. “We need to bring people up to a high level of luxury service in a short amount of time,” he says. “We have to be ultra efficient in bringing people in and matriculating their learning levels.”

And how. The hotel charges $550 to $1,500 per night, gusting to $3,500 during peak season. Off season rates may be 20% to 30% less. At those prices, guests don’t expect newbie service.

“I was frustrated like a lot of hoteliers on training being inconsistent,” says Novota. “Certain departments would excel and do well while others weren’t doing as well. I wanted to do something that would pull it all together and strengthen our culture. An academy is a unique way of doing that. It brings a harmonious process and a more interesting way of offering our employees ways to advance their personal and professional causes.”

“It really teaches our people to understand value and how they can provide value to our customers. It’s really about trying to bring lifelong memories to our guests,” says Novota. “Our goal isn’t to just create a positive experience for the guest. Our goal is to create advocates for our hotel. We want them to come back and to tell others about their experience.”

Classes, such as Heroic Acts, are designed to do just that. They seem to be working, says Novota. “What’s exciting is that we’ve had many customers rave about our services and request use of our academy,” he says. “Some of our hospitality friends and colleagues want us to provide training for them at their property or ours.” Thus, the possibility of a new business venture.

Academy enrollment starts with employment at the luxury Wequassett Resort & Golf Club. New hires receive a roster of mandatory classes and a list of electives. While everyone takes Property History and Information, most mandatory classes are job specific. Housekeepers take Intro to Housekeeping, whereas front desk employees take the Art of Hospitality.

The executive committee both teaches classes and completes a six-course management curriculum. Among the most popular management elective is Negotiation and Conflict Resolution. It’s based on a Harvard Business School course and requires the book “Getting to Yes: Negotiating Agreement Without Giving In.”

Courses mandatory for some, may be electives for others. These may include technology courses such as Microsoft Office Suite. And, perhaps the most favored of electives, a food and beverage Wine Knowledge class. Students learn about wine growing regions, suitable pairings and may even do a tasting with one of the resort’s wine vendors.

If an employee wants career growth within the hospitality industry, they may be encouraged to cross train. For example, a front desk employee may take food and beverage classes to prepare for a new assignment.

Returning employees are required to repeat mandatory classes, though they may “test out” if they’ve retained the knowledge. Classes may be in-the-field training or in a dedicated classroom. They may include as few as one or as many as 40 students. Employees are paid their regular wage or a training wage while taking classes.

The academy is entrenched in the culture. Employees carry a GPA and the employee newsletter includes a dean’s list of those with a 3.25 or higher.

The Wequassett Academy was also named one of Training Magazine's Top 125 programs for the past three years.

Novato believes the program both improves the guest experience and helps employees become better people. “Education,” he says, “is a reward for the soul.”