At Walt Disney World Resort, new employees don’t just receive a nametag; they also wear an “earning my ears” ribbon, signaling to guests that they are still learning the ropes. This unique gesture shields them from demanding customers, allowing them to focus on their training.

In today’s rapidly evolving business landscape, many Frontline industries, including hospitality, retail, and logistics, are struggling with labor shortages and the need to scale quickly. These companies often depend on less experienced employees to provide exceptional customer experiences. However, the challenge lies in training them effectively within tight time constraints, especially as economic pressures demand businesses do more with fewer resources.

To meet these challenges, it’s essential to rethink Frontline learning strategies to ensure employees are set up for success from the very beginning. Below are five key best practices for building confident, capable teams that can deliver excellent service.

1. Streamline Information Access (Curation)

In everyday life, people have instant access to information through tools like Google and YouTube. However, this advantage disappears when employees walk into their workplaces, where finding even basic information can be difficult. New hires, in particular, often struggle to locate answers, which can lead to confusion and inefficiency.

The first step in improving Frontline training is curation—providing employees with a centralized, reliable resource for quick access to information during their shifts. This can include job aids, FAQs, and process guides. Curated content removes the uncertainty of “I don’t know” and ensures employees can find what they need when they need it.

2. Focus on Microlearning

Traditional training methods often require employees to be pulled away from their work for lengthy sessions. But for Frontline teams, this isn’t always feasible. The solution is microlearning—short, focused training sessions that employees can complete in a few minutes. By delivering training in small, digestible chunks, L&D teams can make the most of the limited time available during a shift.

Microlearning breaks complex topics into specific, measurable objectives. For instance, rather than overwhelming a new employee with a full course on all aspects of a job, break the training into five-minute segments they can absorb and apply on the job. This approach is ideal for the fast-paced nature of Frontline work.

3. Reinforce Through Practice

Frontline work is high-stakes, with employees frequently making decisions that affect customer experiences and workplace safety. Without reinforcement, the knowledge gained in training can fade quickly, leaving employees unprepared to handle challenging situations.

To combat this, ongoing practice is essential. Short, scenario-based exercises—whether immersive simulations or simple quizzes—allow employees to apply what they’ve learned in low-risk environments. Frequent practice, even if it’s just a few minutes a week, reinforces critical job skills and ensures employees are confident in making decisions when it matters most.

4. Expand Access to Training (CYOD)

One of the barriers to effective Frontline training is limited access to learning resources. Employees often need to leave their workstations or find a manager’s office to access training, which disrupts their workflow and limits training opportunities.

A Choose Your Own Device (CYOD) strategy addresses this issue by allowing employees to access training through the devices they already use on the job—whether it’s a point-of-sale terminal, a warehouse handheld device, or their own smartphones. This approach allows workers to engage with learning content whenever they have a few minutes of downtime, seamlessly integrating training into their daily routine.

5. Foster Equity Through AI

Scaling personalized learning for large, diverse Frontline teams presents a unique challenge. Employees come from various backgrounds, with different skill sets and knowledge levels, which makes one-size-fits-all training ineffective.

Artificial intelligence (AI) can help bridge this gap by providing customized learning experiences. AI-powered systems can adapt training to the individual needs of each employee, offering personalized content based on their skill gaps and progress. AI can also automate language translations, making training accessible to a global workforce. Additionally, it can prompt managers to intervene and offer support before knowledge gaps lead to performance issues.

At Disney, cast members may remove their “earning my ears” ribbon after just a few days, but their learning journey doesn’t end there. Continuous development, skills upgrades, and reinforcement are key to keeping employees engaged and confident. L&D teams must adapt modern learning strategies to meet the unique needs of Frontline workers, ensuring they have the resources to succeed in an ever-evolving workplace.