Blog Posts

50 views How Net Promoter Score can Help Improve Staff Training Colby Hutchinson Apr 16, 2015
Net Promoter Score (NPS) is a widely recognized standard in benchmarking “intent to recommend” and an effective way to evaluate guest feedback and engage in meaningful dialogue about areas of improvement. Have you ever considered...
71 views CHART Talks: "Brief Blasts of Brilliance" #19 - Teach Your Team to Get RIPd by TJ Schier T.J. Schier Apr 6, 2015
Is your field personnel stuck waiting on a broken escalator?  In Atlanta, I shared how and why you should teach your field managers to get RIPd - rapid improvement programs. Training is operations and operations is training. It is key that...
193 views If I Had to Choose Three More ... Patrick Yearout, FMP, CHT Apr 6, 2015
Two years ago I posted a blog on the CHART site titled, If I Had to Choose Just Three , in which I wrote about the three books that I couldn’t live without as a hospitality trainer. I still refer to all three of these books today and use...
109 views CHART Talks: "Brief Blasts of Brilliance" #18 - Moving Beyond the 'Like'; The New Real-Time by Doug Busk Natalie Beglen Mar 23, 2015
Move beyond Social Media to Social Reality. In Doug Busk's CHARTtalks session at our Atlanta conference, he shared that consumers are now providing you feedback directly and expect someone to be listening and responding to their compliments and...
253 views Interviewing for Hospitality Patrick Yearout, FMP, CHT Mar 20, 2015
Back in 2013, I wrote a blog post for CHART’s website titled “Hiring for Hospitality” ( http://www.chart.org/blog/view/id/351/ ) in which I discussed recruiting and hiring strategies that hotel and restaurant managers could use...
352 views Partnership IS the New Leadership Patrick Yearout, FMP, CHT Mar 10, 2015
At CHART’s 86th Hospitality Training Conference, which took place in the summer in 2013 in Miami, we were extremely fortunate to have Ty Bennett serve as our closing keynote speaker. Ty’s topic then was, “ The Power of Influence...
147 views CHART Talks: "Brief Blasts of Brilliance" #17 - Not Your Father's Leadership Model John W. Isbell Mar 10, 2015
There is a video of my CHARTTalks session in Atlanta that I urge you to watch. It's only 8 minutes long and if nothing else, you'll get some great hashtags to use! The workplace climate for managers and leaders has changed. No longer is it,...
471 views CHART is in your Backyard! Gabe Hosler FMP Mar 1, 2015
Don't worry, you didn't leave the gate open.  I meant that figuratively :-) Did you know CHART offers Regional Training Forums (RTFs) across the country?  RTFs bring the unique learning, sharing, growing and caring experience found...
202 views Hey Fast Casual: Your Growth Strategy is Only as Good as Your Next General Manager John Poulos Feb 26, 2015
With the economy improving and unemployment rates low, the labor market for the restaurant industry is getting tighter and tighter.  At the same time, many restaurant chains are planning for aggressive growth, especially in the Fast Casual...
550 views The Garbage Burger: A True Tale About Service, Selling and Repeat Business Jim Sullivan Feb 17, 2015
The Garbage Burger:  A True Tale about Service, Selling and Repeat Business By Jim Sullivan, CEO Sullivision.com  I recently had lunch with a friend and co-worker at a popular Denver-area sports bar. I remember the...
211 views CHART Talks: "Brief Blasts of Brilliance" #16 - Build a Framework for Social Learning Mark Boccia Feb 2, 2015
None of us want to become obsolete.  In Atlanta, I challenged everyone to find one training program to focus on. Find a new route and put emphasis on collaborative learning.  Your training must evolve.  Break away from tradition...
169 views CHART Talks: "Brief Blasts of Brilliance" #15 - Restaurants and Adopting Technology: Staying Within Your Orbit Natalie Beglen Feb 2, 2015
In Atlanta, Michael White was one of our CHARTtalks presenters.  He shared statistics on the growing number of technology options and the consumers who are more accepting of using technology. In fact, other industries, such as gas stations...
566 views CHART Talks: "Brief Blasts of Brilliance" #14 - Live "On Purpose" Gini Quiroz, CHT Jan 12, 2015
How are you living your life?  Are you safe & comfortable?  At the Atlanta conference, I encouraged attendees to Get Uncomfortable !  I suggested they Raise a Brow and Be Bold.  Even if you were there and heard the...
415 views Your New Year’s Training Revolution: 15 in ‘15 Patrick Yearout, FMP, CHT Jan 12, 2015
Welcome to 2015, everyone!  To celebrate the New Year, I thought I would provide a list of 15 ways that you can transform your year by learning, sharing, growing, and caring with CHART during the next twelve months: Commit: Join...
376 views CHART Talks: "Brief Blasts of Brilliance" #13 - Delivering Happiness Spencer Buck Dec 4, 2014
In Atlanta, I shared why it's important that your employees, who are your best brand ambassadors, are happy and like their job. It's key that you create a sense of community and engagement.  By focusing on your core values, by making them...
368 views Napa: A Place That Cultivates Learning Patrick Yearout, FMP, CHT Dec 4, 2014
Napa, California, is known for many things. Most people, of course, think of it as the source of the most spectacular wines produced in North America. Its dry, temperate climate and the unique diversity of its soil provide the perfect setting for...
531 views How to Train Managers to Make the Right Hiring Decisions Serah Morrissey, SPHR Nov 17, 2014
Promoting an associate to a managerial role or filling a long-vacant leadership position is always exciting, especially for those of us in training and development.  We are happy to have a key position filled, and sometimes we make...
1107 views Well trained employees, not unlike fine wine Gabe Hosler FMP Nov 8, 2014
Recently I had the opportunity to tour a winery in Napa, not far from the upcoming CHART 89 th Hospitality Training conference.  I couldn’t help but notice a similarity in all of the intricacies to wine making compared to training...
337 views CHART Talks: "Brief Blasts of Brilliance" #12 - 9 Lessons Learned to Improve Life and Leadership Toni Quist, FMP Nov 5, 2014
Someone yelling at you is actually a good thing. This is just one of the lessons I shared in Atlanta as part of my CHART Talks presentation.  Watch my video  (less than 10 minutes) for my  9 Lessons to Improve Life and...
409 views Movin' on Up Patrick Yearout, FMP, CHT Nov 5, 2014
For many CHART members, including myself, the highlight of our recent 88th Hospitality Training Conference was the release of the 2014 Trends in Hospitality Training & Development Study. The survey that provided the results for this...