Hospitality Staff
– De-Escalation, Personal Safety & OVA Training
De-escalation Training for the Hospitality Industry - Australia
Resolution Education is an Australian specialist OVA provider, and our de-escalation training for hospitality staff is built around the A.D.P. Framework (Awareness, De-escalation, Protection), tailored to the venues, customers and situations hospitality workers face. Venues with door staff can also see our training for security officers, and delivery and transport roles are covered on our transport workers page. Also see our customer service and retail page if those are more relevant.
Last Updated October 2026
Benefits of De-escalation & OVA Training with Resolution Education
Resolution Education’s training for hospitality organisations helps reduce the risk of violent or verbal altercations. Employees can feel safer in their roles and more confident that they know what to do. Even if a situation with an aggressive person occurs, staff will be equipped to handle it. This helps keep both employees and customers safe and, ideally, happy, which is key for any hospitality business. The team will be more aware of their environment and better able to work together, with practical steps to de-escalate tension.
Our A.D.P. Framework (Awareness, De-escalation, Protection) is the method we use to train all types of staff in an organisation. It teaches skills in levels, starting with the basics and increasing in complexity, so every employee can learn techniques at the level their role requires, as well as how to work as a team. The step-by-step structure also makes the training easier to remember. Our modules cover the full timeline of an incident, from the first warning signs of aggressive behaviour to dealing with the aftermath in line with legal requirements and your organisation’s procedures and policies. Staff can return to providing excellent hospitality service with confidence.
De-escalation and OVA Training in Hospitality Services
In the hospitality industry, staff often deal with customers who are tired, hungry, stressed or affected by alcohol. Cultural or language barriers can also cause tension between staff and customers, and staff themselves can become agitated when a customer is being difficult. These pressures, together with the many health and safety requirements in hospitality spaces, mean staff have a lot to manage.
Aggressive situations can happen in person, over the phone or by email, and may be physical or verbal. Without the right training, staff may find them harder to manage. Staff need to learn how to de-escalate a situation before it becomes serious.
Resolution Education teaches staff the skills they need to feel safe in their workplace, something we believe should be standard for all employees. Our training builds staff confidence in managing aggressive behaviour, which supports safety for both employees and customers. It covers what staff need to know to respond to aggression, specific to your industry and organisation, and includes working with a range of customers.
We’ve trained or can train:
- Concierge and guest services staff
- Baristas
- Bartenders
- Chefs
- Cleaners
- Delivery Drivers
- Crowd controllers
- Event Planners and Managers
- Front-Desk/Reception Staff
- Hosts
- Housekeeping Staff
- Managers and Supervisors
- Venue managers and licensees
- Owners
- Porters
- Sales and Marketing Staff
- Valet Attendants
- Waitstaff
- kitchen hands
Situations Hospitality Staff Face
- Refusing service or asking someone to leave
- Customers who are intoxicated, upset or frustrated
- Complaints about wait times, food or billing
- Cultural or language barriers that cause tension
- Disputes at reception, check-in or bookings
- Late-night or busy-venue pressure and working alone
Why Choose Resolution Education for Hospitality Staff
Hospitality covers a wide range of services, with many types of staff and different responsibilities. We train all staff and work with them to understand their needs. With over 30 years of experience, we work with organisations of all sizes in all industries, and with staff in hundreds of different roles.
Every business and every employee faces different scenarios and needs different methods to de-escalate them. We work with you to understand your organisation in depth, including the day-to-day operations and the roles of your employees, and we customise role-play scenarios to match.
Resolution Education has a proven track record in the successful delivery of the following to hospitality services:
- De-escalation and OVA (Occupational Violence and Aggression)Training Frameworks customised to workplace
- Tactical Communication Training
- Consultation with organisation representatives to ensure fit-for-purpose training programs and supporting materials
- Face-to-face training, and virtual and video-based eLearning
- Evaluation report post-training to determine success level (including the use of trainee feedback)
Training Courses for Hospitality Workers
- De-escalation and Advanced Tactical Communication Training
- Restrictive Practices including restraints
- Conflict Resolution Training (for conflict within your team)
- Phone De-escalation Training
- Train the Trainer (have your organisation’s internal trainers deliver De-escalation & OVA Training)
- Customised Training for specific roles in the hospitality industry
We work with a variety of hospitality organisations, not limited to the following:
- Bars and Nightclubs
- Clubs and Pubs
- Catering Businesses
- Conference and Business Event Locations/Staff
- Delivery Services
- Event Locations
- Fast Food Restaurants
- Holiday Parks and Backpackers
- Hotels, Motels, Airbnbs and Bed & Breakfasts
- Restaurants and Cafés
- Tourism, Entertainment and Recreation Establishments
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Our Training & Services
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Melbourne
Melbourne, VIC 3000
Parramatta Sydney
Parramatta Square, NSW 2150
South Adelaide
Hindmarsh Square, SA 5000
Perth
Perth, WA 6000