We are creating a training manual for a 4 star hotel. How do u suggest we get employee's to take initiative?

This hotel training program for all employees must encorage them to take the initiative when dealing with customers in order to take the extra steps towards customer satisfaction. Any imput is very much appreciated. Employees include, banquet staff, front desk staff, and housekeeping staff.

"Initiative" means different things to different people. The first thing you need to do is make sure you have a clear definition and concept of what you consider acceptable "initiative" to be. People need to know what authority they have and where that authority ends. You also need to make sure that supervisors and managers understand what types of decisions employees will and won't be allowed to make.

I've worked places where I believed I was taking initiative and I was accused of being pushy, bossy, or over-stepping my authority.

Where is your hotel located? You liked my other answer, are you in need of managers?

In your training manual, give specific examples of what initiative you expect and reward the behavior when it happens. Produce videos of good examples of initiative and bad examples of lack of initiatives. Make the video part of the orientation to the job.