The Challenge
Before partnering with Learn Tourism, Discover Schenectady faced a critical gap in frontline hospitality training—no formal program had been offered since before the COVID-19 pandemic. While the region was seeing growth in tourism and cultural revitalization, frontline staff lacked consistent, current training to confidently engage visitors and reflect the city’s DEI values. At the same time, there was an exciting opportunity to harness local pride, reintroduce key community assets, and create a scalable model for ongoing workforce development.
The Solution
Why Discover Schenectady Chose Learn Tourism
When Discover Schenectady decided to relaunch a frontline training initiative, they explored models like Rochester’s “Rock Star” program and reflected on their pre-pandemic efforts hosted at Proctors Theatre. They knew they needed more than a one-time event—they wanted a sustainable, flexible solution that could deliver consistent, high-quality training throughout the year.
In searching for a partner, they prioritized three things:
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Ease of access for a wide range of hospitality workers
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Customization and community relevance
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Support for diversity, equity, and inclusion (DEI)
They selected Learn Tourism to seamlessly blend a live kickoff event with online, on-demand access, ensuring both high visibility and year-round usability. The ability to include interactive knowledge quizzes, real-time engagement dashboards, and tailored course content helped bring their vision to life.
“The content was local, engaging, and easy to apply. I felt more confident recommending places like Mabee Farm and the Stockade District after just one session.”
— Kirsten F., Maple Ski Ridge
Rolling Out the STAR Program
The STAR Training Program launched with a one-day live session hosted at Proctors Theatre—an iconic community venue. From there, participants could continue their learning online with modules that included:
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Destination Fun Facts Quizzes to reinforce knowledge
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Practical Roleplay Exercises to apply learning in real-world scenarios
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Automatic Certifications to recognize achievement
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Analytics dashboards so program managers could track progress and engagement
The program empowered participants to understand the region’s offerings and personalize recommendations to guests based on their interests, creating a more welcoming and informed visitor experience.
“We needed training that reflected Schenectady’s story, people, and future—and Learn Tourism delivered exactly that.”
— Internal Stakeholder, Discover Schenectady
This approach made training inclusive, flexible, and scalable, fitting seamlessly into the busy lives of hospitality professionals while delivering real, measurable impact for the destination.
The Results
The STAR Training Program made an immediate and measurable impact on Discover Schenectady’s tourism readiness and frontline engagement.
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100+ hospitality professionals completed the training, spanning hotels, attractions, event venues, and community organizations.
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Participants achieved an impressive 96.6% average quiz score, with 87.6% scoring a perfect 100%—a clear sign of content mastery.
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All participants successfully applied their knowledge by offering accurate, relevant visitor recommendations in real-world scenarios.
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Local icons like Proctors Theatre, the Stockade District, and Mabee Farm were repeatedly cited, reinforcing consistent destination messaging.
“It was exciting to see our frontline staff so enthusiastic—and so well-informed. They’re not just giving directions anymore; they’re creating memorable experiences.”
— Internal Feedback, Discover Schenectady
The blend of live learning and digital flexibility allowed for broad participation and accessibility, crucial in a region with diverse roles and schedules. With online access available year-round, Discover Schenectady now has a sustainable training pipeline that can onboard new staff, refresh seasonal workers, and continually reinforce the destination's core story.
In short, the STAR Training Program helped Schenectady turn knowledge into pride, and pride into performance—laying the foundation for more engaged visitors, stronger community ambassadors, and repeat tourism success.
