How Football Principles Transform Hospitality Teams – An Interview with Angel Torres Jr.

Angel Luis Torres Jr. is an accomplished hospitality leader, author, and coach with over 25 years of experience in guest service, team development, and mentorship. In this interview, he discusses his unique approach to proactive preparation and building high-performing teams. Readers will gain insights on how a championship mindset can elevate the guest experience and set new standards in the hospitality industry.

Angel Torres Jr., Hospitality Consultant, Leadership Trainer & Football Coach

When you say the game is won before check-in, what should a hospitality team have in place before the first guest arrives?

When I say, “the game is won before check-in,” I mean that success in hospitality starts with preparation. Teams should understand guest needs, be well-trained in proactive service, and have every detail ready, from an inviting atmosphere to a warm welcome. It’s about anticipating and exceeding expectations before the guest even arrives. Remember, they say, “It’s the little things that go a long way.” This same phrase applies to hospitality as well.

Which football coaching principle has translated most effectively into the way you train hospitality teams?

One of the most effective football coaching principles I bring to hospitality is the power of preparation and teamwork. Just like successful high school, college, and NFL teams that study the game plan and practice together before taking the field, hospitality teams thrive when everyone knows their role, communication is key, and supporting one another is crucial. Preparation builds confidence, and true teamwork ensures that every guest receives a seamless, memorable experience.

What do live drills and role-play reveal about a service culture that traditional training often misses?

From live drills on the field to role-playing, which brings training to life and teaches how team members respond in real situations, this is not just theory; these are real facts. They reveal communication, problem-solving, and the team’s ability to adapt under pressure. Unlike traditional training, interactive methods expose gaps in service, highlight strengths, and create opportunities for immediate feedback and real growth within the service culture.

Where do hotels most often confuse good intentions with a genuinely prepared service culture?

Great question. Hotels often confuse good intentions with a genuinely prepared service culture when they focus on slogans or policies rather than daily habits and follow-through. It’s easy to say, “We care about our guests,” but true preparation means training teams to anticipate needs, empowering staff to act, and consistently following through on promises. Which, nowadays, has been almost non-existent.

A prepared service culture is built on action and taking the steps necessary to go above and beyond, not just having the intention to do so. This is what separates great from good!

What does anticipatory service look like when it feels personal rather than scripted or intrusive?

Anticipatory service feels more personal when staff members notice and respond to individual guest preferences in a natural and thoughtful way, like remembering a returning guest, their favorite room, whether they prefer their room next to the elevator or away from it, a high floor or a low floor, or offering assistance at the right moment.

It’s about genuine attention and meaningful gestures that make guests feel truly noticed and seen, rather than simply following a script or checklist. Simply said, treat others the way you would like to be treated!

During a high-pressure check-in period, what does your “Red Zone Pressure” approach ask a team to do differently?

During a high-pressure check-in period, my “Red Zone Pressure” approach encourages your front office staff to stay focused, communicate clearly with each other, and support one another, just like in the final moments of a close football game. It’s about anticipating challenges, keeping composure, making quick, confident decisions, and having the ability to reset so every guest still receives attentive, high-quality service, no matter how busy it gets.

What helps new service standards become daily habits after the training session is over?

New service standards become daily habits when management reinforces them consistently, provides regular feedback, and recognizes team members who put them into practice. Ongoing coaching, accountability, and celebrating small wins help the training “stick” so that great service becomes second nature, not just a one-time lesson or a script.

What has coaching Special Olympics flag football taught you about bringing out the best in people?

Coaching Special Olympics flag football has taught me that everyone has unique strengths and potential, no matter their challenges or backgrounds. It has shown me the power of patience, encouragement, and genuine belief in others. When you focus on what these individuals can do and give them the support and confidence to try, you unlock abilities and spirit that might otherwise go unnoticed.

The joy, determination, and teamwork I see on the field remind me that bringing out the best in people starts with trust, inclusion, and celebrating every achievement, big or small. The sky’s the limit for these wonderful athletes!

What is one thing a hospitality leader could change tomorrow to start winning before the guest arrives?

One thing hospitality leaders could and should reinforce is starting each day with a quick team huddle focused on guest arrivals and anticipating needs. By taking just a few minutes to communicate, share guest preferences, assign proactive tasks, set the tone for teamwork, and ensure everyone is prepared, teams can create exceptional experiences before guests even walk through the door.

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