Webinars On Demand
Learn from previous CHART webinars. Our webinars cover a variety of topics related to the hospitality industry and provide you with building blocks to improve your training skill set. Don’t forget to check out our upcoming webinars, to attend and participate in those live events.
Filter by hospitality training topic categories:
The Digital Revolution in Restaurant Training & Operations
Rob Lauber, Former Chief Learning Officer. Founder at XLO Global, LLC
Mike Parks, CEO of Inkling
May 11, 2022
Today, we are living through one of the most volatile and fast-paced business environments in history. Inflation, supply chain issues, talent shortages, health and regulatory compliance are all driving a pace of change we have never seen before. Many restaurant brands have struggled to keep up, but one thing we have seen is the pace of digital transformation accelerate and compress from years to months.
Join Rob Lauber, CEO and Founder of XLO GLobal, and Mike Parks, CEO, from Inkling as they discuss the state of digital transformation in the restaurant industry.
In this engaging fireside chat, Rob and Mike will explore:
• The current state of digital automation in restaurants
• The importance of digital transformation of the people experience
• How to increase training and operational velocity with digital tools
• The impact digital transformation can have on brand and restaurant performance
How to Effectively Communicate With Your Hospitality Workers
Patrick L. Guzzle, Vice President, Food Science, National Restaurant Association
April 20, 2022
How are you communicating with your restaurant and hotel workers? Do you tell stories? Do you lecture? Do you use written instructions?
Communication is an essential part of any hospitality business, but there can be barriers to communicating effectively and efficiently. How we communicate impacts the success of our operations and how well our staff understands critical topics like food safety and risk mitigation.
During this webinar, Patrick L. Guzzle, Vice President, Food Science, National Restaurant Association, will help attendees understand a variety of communication styles, the benefits and drawbacks for each, and show them the importance of appropriate communication between staff and managers.
Culture Reset: Strengthening Your Business From the Inside Out - NRA Show + CHART
Braxton Luzier, Senior Manager, Learning & Communications, Blaze Pizza
March 23, 2022
Learn successful strategies to define and immerse your business in a purpose-driven workplace culture that will help strengthen your business from the inside out.
How to Pay Tipped Employees Properly: Recent Developments and Common Pitfalls
BRETT COBURN, LABOR & EMPLOYMENT PARTNER, ALSTON & BIRD LLP
March 23, 2022
Gain clarity on the U.S. Department of Labor’s recent changes to tip credit and tip pooling rules. Learn about common pitfalls when paying tipped employees, state law considerations, and best practices for ensuring compliance. This is a unique opportunity for hospitality professionals to hear seasoned guidance in the ever-changing field of employment litigation and counseling.
Managing in Times of Volatility, Uncertainty, Complexity, and Ambiguity (VUCA)
Kim Carson, training manager, rosen hotels & resorts
February 16, 2022
New and nimble skills are needed to lead during times of volatility, uncertainty, complexity, and ambiguity (VUCA). In today's connected workforce, change is fast-paced, constant, and unpredictable. We are asked to do a lot with little resources, and teamwork has become quite complex. While it's not easy to create high-performing, resilient teams, it is possible with work, dedication, focus, and energy. This session will help you manage teams in the VUCA age by being aware of the challenges created by ever-changing circumstances, avoiding outdated approaches to teamwork, and embracing a path to action. You will approach your role as a leader with a new level of confidence about how to turn instability into opportunities and success!
Trends, Challenges, and Solutions in Today's Labor Market
Chip Romp | Senior Director, Workforce Development and Business Services | National Restaurant Association and American Hotel & Lodging Educational Institute
December 7, 2021
Chicago Regional Training Forum
This session will take a direct look at the competitive market we are in today and key drivers that make people want to work for you and stay longer.
Labor Market Outlook from Indeed - Chicago RTF
Nate Wigert | Senior Recruitment Evangelist, Employer Insights Team | Indeed
December 7, 2021
Chicago Regional Training Forum
A deep understanding of labor market data can help you evolve and enhance your recruiting strategy. In this discussion, we will illustrate the recruitment market conditions, including candidate interest, availability, as well as the impacts and recovery from the COVID pandemic. We will end the conversation by sharing some available tactics to utilize in this constrained recruitment market.
Innovation Is All Around You - 5 Tactics to Gather and Activate Your Employees' Ideas
Steve Lerch, StoryArc Consulting
November 17, 2021
As trainers and business leaders, you have so many resources and ideas at your disposal, with every teammate, every server, and every receptionist a potential source of new ideas and innovation. The question for all of us, is whether or not we're doing enough to inspire, collect, activate, and celebrate these ideas. Based on a decade at Google, where he taught new employees about the cultural principles that drive innovation, Steve Lerch will discuss 5 key tactics to getting the most from your teams and employees.
Steve received very high marks as a keynote speaker at the 2021 Atlanta conference, and this webinar delivers targeted content for CHART that goes even deeper.
Best Practices (and Common Pitfalls) When Cleaning and Sanitizing Your Operation
Patrick Guzzle | Vice President of Food Safety | National restaurant association
Chip Romp | Senior Director, Training and Instructor Quality | National restaurant association
Leslie Huffman | Senior National Accounts Manager | National restaurant association
August 25, 2021
Experts from the National Restaurant Association will guide us through a conversation covering one of the most important topics for any restaurant or hotel operation: cleaning and sanitizing.
During this session, we will discuss:
- Learn the difference between cleaning and sanitizing
- Understand why each is critical to your business
- Discuss your own cleaning and sanitizing best practices
- Share common issues and mistakes team members make
- Enjoy an open discussion and Q&A
Cleaning and Sanitizing is the focus for the National Restaurant Association’s National Food Safety Month in September.
15 Tips for Virtual Presentation Skills
Braxton Luzier, Senior Manager, Learning and Communications, Blaze Pizza
August 4, 2021
Level up your ability to present effectively by learning 15 instant tips for conducting virtual presentations. In virtual presentations, the participant experience, engagement, and buy-in to the content objectives can suffer. Braxton will teach you how to create a space where your audience is not multitasking, no one tunes you out, and they pay attention and listen, After this webinar, you will be able to set your scene to ensure all technology, lighting, and sound are ready for action. Your credibility and confidence, and participant's attention to you, is what leads your audience to be inspired to act and achieve the desired results!
Jack in the Box Delivers a Learning Feast with Digital, On-brand Employee Training
Natalie Trzcinski, Director, Menu Process, Training & Integration, Jack in the Box
Jeff Carr, CEO, Inkling
July 21, 2021
For the past twenty years, quick-service restaurant chain Jack in the Box has faced multiple challenges with its homegrown learning solution. Not only was creating, updating, and distributing content a slow and arduous process, but no method existed to view specific training course progress by distributed employees at its predominantly franchised restaurants. By implementing Inkling in June 2020, Jack in the Box now delivers training and reference materials from a single digital location and benefits from speed, brand consistency, and analytics.
View this webinar to learn how Jack in the Box achieved:
- 100% adoption across its 2,240 U.S. locations by providing a single digital source of truth for training and reference, accessible on any device
- A complete rebranding of all training, now called Jenius (Genius with a J), which delivers consistency and creativity in frontline learning and communication
- Savings on critical training, such as harassment courses, which no longer need to take place as outside seminars that are 10x the cost
Going Mobile: A Strategic Plan for Driving Adoption
Jason Lechner, Director of Training and Development, Pizza Ranch
Mike Andrews, Account Manager, DiscoverLink
June 30, 2021
Find out how a 225-location chain leveraged a mobile training and communications app to drive messages directly to employees and improve engagement system-wide. In this informative presentation and live demonstration, you’ll learn about the process the Pizza Ranch team used to gain leadership support for the initiative, how they prepared for rollout, and what best practices they uncovered along the way. We’ll share the step-by-step deployment plan Pizza Ranch used, including the importance of leveraging SMEs, and the impressive results they achieved.
Training Mastermind: Hacks of Training Pros
JoEtta Barnes | Director of Field Training & New Store Openings | Palo Alto Inc./Alvarado Concepts (Taco Bell)
Hospitality Training LIVE Mini Con Breakout
June 22, 2021
Grow your outstanding intellect in this toolbox-building session! You will learn a variety of tools and hacks that training pros know and love, the best websites for free and non-copyrighted images, collaboration apps and content managers, what’s best for project planning, budgeting, and much, much more.
From Ramp-up to the Race is ON! New Solutions for a New Day
Bob Anderson | President | Star Performance, Inc.
Hospitality Training LIVE Mini Con Keynote
June 22, 2021
The pent-up demand dam has burst, and our “ramp up” for the roaring recovery has become a quick sprint! The past few months have seen dramatic acceleration to business, and our hiring and training processes are changing weekly, if not daily. If you feel like you are racing along at a faster pace than ever before, the learning you will gain in this session will help you immediately adapt and adjust.
The shortage of new team candidates mandates new approaches and strategies. In this timely presentation (that was revised for CHART this week to include the most up-to-date information), you will learn how to implement these solutions for the realities of today’s hospitality business:
- Implement the 4x4 relay race plan – Hiring, training, leading, and loyalty…the key is the handoff…how to not drop the baton
- Expedite the onboarding timeframe from a two-week process to a three-day sprint
- Engage new team members, re-engage returning team members, and motivate current team members
- Build the new “bullpen” with a team that has different skills, attitudes, and experiences
- Create a new personal and professional mindset by breaking the old rules, trying new ideas, and creating new habits
- Ramp-up "Rock Management:" identifying your 'three now, six soon, and nine later' focus actions
E-learning Course Strategy & Design
James Lee | Manager of Multimedia Design | Del Taco Restaurants
Hospitality Training LIVE Mini Con Breakout
June 22, 2021
You will learn the conceptual processes of creating an e-learning course from gathering the initial materials through the creation of an e-learning course.
During our time together, you will learn how to:
- Determine information and collect what's important for the field
- Produce, design, and create necessary training assets, such as instructional videos, job aids, and handouts
- Create the e-learning course from building the structure, through publishing, to the field
Tech in Training—It's All Fun and Games
Donna Herbel, FMP, SPHR, SHRM-SCP | Vice President, Training and Culture Development | Perkins Restaurant & Bakery
Hospitality Training LIVE Mini Con Breakout
June 22, 2021
User-generated content. Microlearning. Gamification. Augmented Reality. What does it all mean? More importantly, how do training professionals translate these trends into true learning outcomes?
This quick-paced, interactive session showcases examples of these training buzzwords in action, and participants explore how learning professionals are incorporating these ideas into strategic learning plans with hands-on examples. Mobile devices welcome. Curiosity required!
Participants will:
- See and experience examples of user-generated content, microlearning, gamification, augmented reality, and peek into industry use of artificial intelligence
- Play and explore their way into both experiencing and designing in these key areas
- Learn how flipped classroom methods and social media are transforming the future of corporate learning
- Discuss potential application in the workplace and share current practices
NOTE: This breakout was presented as a keynote in Napa and was very well-received. It has been condensed to a small group format for this breakout.
Forgotten Fundamentals: Rediscovering Training Basics
Patrick Yearout, Director of Innovation, Recruiting and Training for Ivar’s Restaurants
June 2, 2021
The COVID-19 pandemic has overwhelmed the hospitality industry with new practices to help keep our guests and employees safe, and our companies often rely on us, the training departments, to get our teams up to speed on these changes. We are expected to take in (or seek out) all the new information, filter out what’s not relevant to our businesses, and spread the word to all our workplaces. But it’s been hard enough to keep up on all the usual tasks, especially if your department has been downsized recently, when you are also being asked to create a tsunami of new procedures and deliver them via new systems.
Those trainers who succeed in this new environment will be the ones who—when faced with all this “new”—stick with the “old.” Yes, the tried-and-true fundamentals are still required, even when confronted with a quickly changing world.
Past CHART President Patrick Yearout will teach you:
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the importance of not letting the foundations of training get lost in the craziness
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how training fundamentals can actually help you navigate through all your new responsibilities
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strategies to help you get support from company executives and operators to take the time required to reintroduce those fundamentals into your routine and improve the training materials and programs you create
Multiunit Leadership 2021: The 5 Essential Best Practices of Above-Store Leaders
Jim Sullivan, CEO, Sullivision.com
May 12, 2021
Learn the top five best demonstrated practices of high-performing Multiunit Leaders for 2021 and beyond in this detailed and actionable CHART webinar led by Jim Sullivan.
The pandemic affected more than operations in 2020; the meaning of leadership was transformed too. The best Multiunit Leaders learned to evolve from the constraints they faced to invent smarter ways to supervise and motivate their managers and teams through indirect influence and governance. These innovations in leadership will grow as the coronavirus recedes.
Jim Sullivan's annual research with, and community of, above-store leaders is highly regarded, and his insight is leveraged in media ranging from The Wall Street Journal to Fast Company and MSNBC. In this exclusive CHART webinar, he'll share the five core competencies that Multiunit Leaders should master and deploy to maximize people, performance, and profits in their 2021 operations.
Topics include fresh takes on strategic clarity, situational leadership, critical thinking, intentional resolve, elearning, and the dos and don’ts of high-impact unit visits.
Navigating Difficult Conversations During the Covid-19 and Racial Equality Era
Gerry Fernandez, President, Multicultural Foodservice & Hospitality Alliance (MFHA)
April 21, 2021
COVID-19, the election, and the Anti-Racism movement were the hottest topics of 2020. Restaurant and foodservice operators are still fighting to stay open, while employees and communities are demanding social change. Tensions are high especially when talk turns to race, equity, and inclusion in the workplace. Leaders need help on how to have the most difficult conversations in a way that communicates empathy, dignity, and respect.
Multicultural Foodservice & Hospitality Alliance (MFHA) provides an outline and framework to discuss the most challenging topics that face leaders in 2021. Participants will be introduced to MFHA’s Multicultural Engagement Model and will practice using the model with real life scenarios submitted by CHART members and other leading brands.
Unconscious Bias - Awareness that Makes a Difference
Curt Archambault, Vice President, People & Performance Strategies
March 31, 2021
Develop skills that last! A wide range of organizational damage stems from unconscious bias, but the tools being used are more often designed to treat the symptom behaviors, not the root cause. The results can be short-lived. In this session, you will be introduced to Unconscious Bias Powered by Agile EQ, which builds unwavering connectivity among teams and leadership groups by equipping a person to strengthen the very foundation of their emotional intelligence in order to better understand and evolve biased thinking habits, as well as other self-sabotaging habits.
2020: Foresight, Not Hindsight
Josh Davies, CEO, The Center for Work Ethic Development
December 9, 2020
2020 has accelerated systemic shifts in the workforce, educational system, and in society. The growth of new technology will only cause further disruption – gaining speed and causing a massive decoupling by the year 2030. The challenges of this year have given us insight on the coming changes, and we have a decade to work with to get prepared. Now is the time to develop an inclusive workforce with the skills needed today and into the future.
In this webinar, uncover the leadership skills that will make you relevant today and in the future. Learn how to develop the seven skills that will make leaders more effective today and invaluable in the future:
- Removing repetitive reiterations
- Building empathy
- Embracing micro-learning
- Developing creativity
- Evolving entrepreneurship
- Quantifying skill-based learning
- Practicing authenticity
Little Caesars Delivers Fast and Fresh “Digital! Digital!” Employee Training During the Pandemic
David Boddington , National Director of Training and Development at Little Caesar Enterprise, Inc.
Jeff Carr, CEO at Inkling
November 11, 2020
Known for its Hot-N-Ready and “Pizza! Pizza!” motto, Little Caesars is the third-largest pizza chain in the U.S. and operates international franchises in five regions. Like every organization in 2020, Little Caesars faced a fresh batch of challenges with COVID-19, including the ongoing need to shift operations and retrain employees with speed. Not only did Little Caesars coordinate with external delivery partners like DoorDash, but the pizza chain also distributed new and updated training to employees on a regular cadence around procedures, health regulations, and contactless delivery at its stores.
Join David Boddington, National Director of Training and Development at Little Caesar Enterprises, Inc, and Jeff Carr, CEO at Inkling, to learn how Little Caesars:
- Leveraged Inkling to bring just-in-time training and knowledge to global employees in a single digital location
- Navigated the new COVID-19 business environment with speed and agility
- Learned valuable lessons around implementation, strategic rollouts, content creation, and best practices
- Developed a vision for the future of learning with Inkling
Supporting Your Employees as You Navigate Change
Orvil Ownby - Network & Infrastructure Manager, copper cellar
Bart Fricks - COO, copper cellar
Lana Dalton - Marketing Specialist, Wisetail
October 28, 2020
This year has been nothing less than a seismic event for the hospitality industry, as the pandemic deeply impacted restaurants and lodging businesses across the nation. Now that businesses are reopening and managers are bringing employees back into the fold, one challenge many L&D pros must face is this: How to continue to support your employees as you navigate change.
Join these experts to discuss the tactics this team used to help their employees maintain cohesiveness during times of change.
Building Customer Confidence During COVID-19
Sara Bray, Director, Workforce Development for the National Restaurant Association
October 14, 2020
Over the last six months, we’ve been prohibited from enjoying the things that bring us life: community, friends, and the joy of enjoying those relationships around a restaurant table or at our favorite hotel property. We know that people are eager to return to hotels and restaurants. We also know safety is still a major concern for you and your guests.
During this webinar, hosted by Sara Bray, Director, Workforce Development with the National Restaurant Association, we will discuss the importance of:
- Retraining on your core competencies
- Adding additional training specific to your current situation
- Communicating your proactive safety measures to your customers
- Handling guest dissatisfaction as you implement these policies
The Impact of AI on L&D
Dan Tsetsekas, Senior Account Executive, Docebo
Presented by Gilmore Global and Docebo
August 12, 2020
The future of enterprise learning is rooted in AI and its truly boundless potential. We’ve entered a new generation of learning – one in which technology transforms learning from a cost center to a profit center.
AI is the key to transforming learning into your organization’s new competitive advantage.
Join Gilmore Global and Docebo to learn:
- Why over 80% of business executives believe AI will allow their companies to obtain or sustain a competitive advantage
- The answers to questions on AI in L&D you might not have even thought to ask
- Practical applications for AI in L&D that are already available
- And what the future of AI in L&D might look like
Recharge Your Resume
Jennifer belk white, sphr,shrm-scp
VP of HR at Premier Parking
August 26, 2020
Are you sending out lots of resumes but getting limited responses? Do you apply for jobs that you would be perfect for, but hear nothing from the recruiter? Your resume may be getting in your way. In this session we will provide guidance on the key areas you need to focus on to improve your resume, as well as a few tips on what not to do!
Building a Culture of Accountability & Self-Leadership
Gretta Brooks, CEO, SalesBoost
July 28, 2020
California Virtual Regional Training Forum
Now more than ever, we need our team members to be engaged and to take ownership. Gretta Brooks, CEO at SalesBoost will show you how to create a culture of accountability in your organization.
During this webinar, recorded from the July 28 CHART California virtual Regional Training Forum, Gretta discusses the top 5 ways that you and your organization can provide solid, consistent leadership that demonstrates and rewards accountable behaviors.
Mastering EQ
Joleen Goronkin, President & CEO, People & Performance Strategies
Curt Archambault, Vice president, People & Performance Strategies
June 10, 2020
Today's workplace demands emotional intelligence. The more volatile, uncertain, complex, and ambiguous our working environments become, the more critical a truly agile workforce is to success. Each day, we’re called to make progress faster, while pivoting on short notice. To stand firm in our ideas while remaining open to new perspectives. Staying agile demands that we develop and use our emotional intelligence (EQ)—a level of sophistication that has never been demanded before. Learn to thrive in an agile workforce with these key EQ skills.
Learn how to:
1. Read between the lines and solve complex people problems
2. Become more agile to increase performance and enhance your leadership style
3. Be more effective in assessing business situations and other people’s perspectives
Transitioning Training Content to Online Platforms
Jesse Boehm, Instructional Design Manager, Pizza Ranch
Jen Belk White, VP of Human Resources, Premier Parking
Monique Donahue, Director of ELearning, Hilton Grand Vacations
May 27, 2020
Does the current state of the industry have you scrambling to move your training content online? Join us as we walk through a couple of key steps and ‘best in class’ tools to help you start moving your content online.
During the webinar we will walk you through the following steps:
-Determining Content Substance
-Determining Content Structure
We will also discuss ‘best in class’ tools for eLearning, Virtual Instructor Lead Training, animations, and more. We will also provide some resources you can use as you get started.
Webinar Facilitation Skills
Paul Butler, Client Partner, Newleaf Training and Development
May 21, 2020
Florida Virtual Regional Training Forum Part 1
How many times have you attended a webinar and come away disappointed with the webinar platform and frustrated by poor webinar facilitation skills by the presenter(s)? Join us to hear what we believe are 20 irrefutable best practices to ensure an excellent webinar experience is had by all!
Digital Transformation
Mark Griffiths, Client Partner, Newleaf Training and Development
May 21, 2020
Florida Virtual Regional Training Forum Part 2
The current global pandemic has resulted in organizations re-thinking how and where employees work. How do we still communicate effectively? How can we still deliver high quality virtual meetings? How can we continue to train our remote workforce? How do we still engage our teams and ensure a high level of productivity?
Time to Reboot: Training's Growing Role in Hospitality Business Success
Kathleen Wood, Founder, Kathleen wood & Partners
May 13, 2020
Training is THE essential ingredient for rebooting business success in our COVID-19 marketplace. Business history has shown us time and time again that when economies are challenged, one of the first cuts made to the budget is training. However, today's reality is clearly showing that training has never been more important than right now. This is every trainer's opportunity to contribute, impact, and shift their company's ability to be safe and successful.
In this webinar, Kathleen Wood is going to share insightful and practical strategies trainers can employ to move their company's success forward.
You will learn:
- Hospitality Training Leaders’ Opportunities: how to make a positive impact in a crisis
- One Standard for Success: how to utilize the equation of Crew Safety, Customer Safety, and Business Stability
- Reboot Checklist: what you need for Crew, Customers, Operations, and Facilities
From "Now What?" to "Why Not?" Assessing Yourself - Assessing the Future
Jason Lyon, President & C.O.O., Flatbread Company
Kristie Edmunds, Managing Partner, Flatbread Company
Morreen Rukin, President/Founder Creative Restaurant Solutions/Combined Resource Solutions, Inc
Brenda K. Reynolds, Founder BKR Consulting LLC
April 22, 2020
Boston, MA Virtual RTF
- Do things feel more foggy than crystal clear these days?
- Do you wish you had a crystal ball to help you see what the future holds?
- Are you curious how to leverage this unexpected pause?
- Are you wondering how you and your organization can come through this crisis stronger, more efficient, and ready to tackle the new norm?
Perhaps you’re feeling alone in managing your anxiety and uncertainty. But you aren’t! We’re all living in uncertain times. Life as we know it has instantly changed with a virus--but that same virus has unwittingly given us the gift of time. Time to assess…assess ourselves, our situations, our organizations, and even our industries and how we operate.
The Top 10 Ways To Be Innovative
Gretta Brooks, CEO, salesboost
Andrea Christopherson, chief Innovation & Engagement officer, Salesboost
April 15, 2020
PDF Resources:
As we prepare for the rebound as a result of the COVID-19 crisis, relevancy will be the new differentiator that will create competitive value, long-term organization profitability, growth opportunities and ultimately, sustainable career success. With the rapid development of technology and the drastic changes of business today, staying relevant is a challenge that we all must take on to be innovative.
Whether you need to learn a new skill, reskill or upskill, flexibility and change are vital to ensure a continual and consistent approach to innovation. The time is now to learn actionable ways to be innovative, bring your best self, stay relevant and increase your position as an industry thought leader.
As a result of this interactive webinar, you will understand how to apply the Top Ten Ways to Be Innovative for your benefit both personally and professionally, as well as receive an Innovation Resource Guide and Innovation Assessment Workbook to use to continue to cultivate and grow your personal brand.
Adaptive Learning: Why our brains don't respond well to online training, and what to do about it
Nick Howe, CLO, Area9 Lyceum
James Notaro, Vice president of enterprise sales, Gilmore Global
March 18, 2020
Our brains are surprisingly good at fooling us, and this has big consequences for how well - or how badly - people learn. In this session, Nick Howe, Chief Learning Officer of Area9 Lyceum, will highlight a few tricks that our brains play, and how a new breed of personalized learning systems can give everyone the opportunity to excel in whatever they do.
Managing Unconscious Bias: De-escalating Cross-cultural Conflict With Guests & Employees
Gerry Fernandez, PresidenT
Multicultural foodservice and hospitality alliance
January 22, 2020
Twenty years of cognitive science illustrates that biased decisions are not made by bad people, but rather, by well-intentioned individuals who are unaware of how unconscious bias affects their decision making. Everyone has bias, and everyone is impacted by unconscious bias.
This timely webinar introduces practical examples of de-escalating cross-cultural conflict with guests, as well as best practices for managers on coaching employees to treat all guests with dignity and respect.
In this webinar, you will learn how to:
• Anticipate potential points of conflict.
• Have a plan and policy for reoccurring issues.
• Build confidence through practice and role play.
• Solicit employees and the community for insight.
• Be fair, firm, and consistent with policies.
• Always treat people with respect and dignity.
Training Trends in the Hospitality Industry: CHART and TDn2K
Colby Hutchison
, Senior Manager of GUEST FEEDBACK AND BRAND MANAGEMENT ADMINISTRATION
Best Western Hotels & Resorts
Jen Swan,
Senior Director of Learning & Development
First Watch Restaurants
Melissa Doolin-Koehne
, Vice President, Business Development
TDn2K
December 4, 2019
While current economic indicators for our industry paint a concerning picture, it is important to stay up-to-date on trends affecting your job and your organization’s profitability. Join these top-notch, engaging presenters to delve into the most recent trends in hospitality training.
Along with an interactive Polleverywhere feature to the session (which will give you insight on how you compare to others), new information from TDn2K will be presented, along with the Trends in Hospitality Training Study results just released by CHART and TDn2K. Workforce challenges and best-in-class practices will be discussed.
There is a reason this session is so highly rated at our training conferences! You will learn a lot and come away with some great takeaways – without ever leaving your desk!
The Key to Workplace Culture: Developing Emotionally Intelligent Leaders
NICK BOULAS, DIRECTOR OF LEADERSHIP DEVELOPMENT
BBL HOSPITALITY
MAGGIE FIORENTINO, PRODUCT MANAGER, LODGING
AMERICAN HOTEL & LODGING EDUCATIONAL INSTITUTE
October 16, 2019
With an aggressive labor market and competition more fierce than ever, your company can thrive by focusing on building a great workplace culture. You can do this by developing emotionally intelligent leaders who encourage and inspire their coworkers to engage with each other and your guests in an effort to create outstanding experiences for both.
During this one-hour presentation you will:
- Learn how self-awareness will help increase emotional intelligence
- Submerse yourself in the understanding of what drives your staff
- Discover how making coworkers feel safe and respected can lead to higher performance and reduced turnover
- Create a strong basis for future organizational growth
- Preview AHLEI’s brand new training course, Hospitality Manager: Leadership
Connecting Employees to Company Values
Erin Moran, Union Square Hospitality Group
Lana Dalton, Wisetail
September 25, 2019
Successful workplaces have a clear vision, strong values, and employees with a firm understanding of how that vision and those values affect their daily routine. They’re just more engaged and productive when they do. Join us for a discussion with Erin Moran, Chief Culture Officer of Union Square Hospitality Group, and Lana Dalton from Wisetail to talk about communicating your company’s mission in a way that resonates with your employees.
During this webinar, we’ll cover:
- The importance of employee buy-in within the first couple weeks of an employee’s lifecycle
- Establishing a clear alignment of an employee’s goals with your company’s values
- Effective communication of vision and values
Microlearning: The Quick Wins and Pitfalls of Shorter Training Content
ANGIE HUBERT, HOTSCHEDULES
KELLY MCCUTCHEON, HOPDODDY BURGER BAR
August 21, 2019
Shorter training content is the next big trend in e-learning. But how do you track its success? And what are the risks and challenges that arise from trimming content down to a mere 90 seconds or less? Join our webinar to learn how today's fast growth brands are leveraging this learning strategy to ensure fast growth in their team members.
Using Talent Development to Drive Manager Engagement
Discoverlink, Golden Corral, Pizza Ranch and Naf Naf Grill
June 12, 2019
When manager engagement is low, employees are more likely to leave, disengage themselves, or be less productive. By focusing on driving engagement of managers at the unit level, you can have a tremendous impact on performance overall. Some of the best ways to drive manager engagement are through proactive talent development, promotion of a strong culture, and effective ongoing communication, all of which can be influenced via training initiatives. In this webinar, several premier restaurant chains will share their best practices for driving manager engagement across both corporate and franchised locations.
Moderator:
John Poulos, President of DiscoverLInk
Panelists:
Johan Aiken, Senior Director of Learning & Development for Golden Corral
Jason Lechner, Director of Training & Development for Pizza Ranch
Chad Chmielowicz, Director of Training for Naf Naf Grill
Human Trafficking in the Hospitality Industry
Kim Carson, Training Manager, Rosen Hotels
April 10, 2019
The fight against Human Trafficking in the Hospitality Industry is steadily on the rise and most prevalent in hotels, and motels. They are an attractive target for Human Trafficking because of the privacy and anonymity our industry offers. However, human trafficking also occurs at sporting events, theme parks, cruise ships, and many other areas in the tourism industry. Human Trafficking is a $150 Billion Dollar industry, and because human trafficking is so diverse, we can't fight it all at once and there are no single, black or white solutions. Training our front line employees on how to identify and respond to the signs of human trafficking is imperative to the safety of victims, guests and fellow associates. This training will incorporate education and warning signs for various operations to include food and beverage outlets, housekeeping and other in room departments, front desk, bellstand and valet associates.
Beyond Training: Enriching The Lives of Your Whole Employee
Cava and Wisetail
October 17, 2018
Amanda Zellman, Learning Experience Designer at CAVA & Lori Goldstrohm, VP of Ops Services at CAVA sit down with Wisetail Client Experience Lead, Rachael Nordby to share their strategies for developing and growing their people beyond traditional role specific training. Learn how to cultivate a supportive community, create content that prepares employees for success in their lives outside of work and carve out spaces for teammates to celebrate each other.
Experiential Interviewing
Serah Morrissey, Complex Director of HR, WB Hotel Group
December 12, 2018
We have all been there -- rushing to review an application five minutes prior to an interview. We find the closest restaurant booth or seat in the hotel lobby and hope the perfect candidate will magically be sitting across from us, eager to join your team and become your next star associate! If this sounds familiar, join us to learn how preparation and a little creativity can increase your selection success and provide a realistic preview of your open positions. In this webinar, you will learn techniques for uncovering job compatibility through the interview process, and will gain an understanding of how thorough interviews avoid costly hiring mistakes by determining how to solicit and interpret non-verbal messages during the interview.
Looking to Improve Operations? Start in the Dishroom
Jessie Bray, Punk Angler Development
August 15, 2018
Dishwashers are the backbone of our industry. No other role in the restaurant impacts every single guest like a dishwasher's. Yet, too often dishwashers are overworked, underpaid, overlooked, undervalued and ill-trained resulting in high turnover, increased costs and frustration throughout the restaurant. In this informative session, you will learn how to improve restaurant operations, decrease costs, improve retention and increase morale by investing in your dishwashers.
Modern Learning - A Fresh Look at New Approaches and Technologies
Paul Bradley, PlayerLync
June 13, 2018
Modern Learning encompasses many exciting new concepts, technologies, and practical applications.
From Artificial Intelligence, xAPI, video performance support, knowledge reinforcement, mobility and micro-learning, PlayerLync will tell you what’s in, what’s out and what would have the biggest impacts within your organization. Moreover, you’ll learn how to get started immediately leveraging assets you already have, in order to make an impact during the remainder of 2018.
Harassment in Hospitality
Patrick Yearout, Director of Recruiting & Training, Ivar's Restaurants
April 11, 2018
The numbers are staggering: according to various surveys on the hospitality industry, as many as 90% of female employees and 70% of male employees have experienced some form of sexual harassment. And can you guess what the #1 field is in terms of workplace sexual harassment claims filed in the United States from 2005 to 2015? According to the EEOC, it’s “accommodation and food services.”
How did the hotel and restaurant industries, which pride themselves on being inclusive and welcoming to all, come to earn this distinction? And what can be done to improve it? Join Patrick Yearout, Director of Recruiting and Training for Ivar’s Restaurants and Past President of CHART, to explore the issue of harassment in hospitality and learn what you can do to protect your employees, your guests, and your brand.
How to Utilize the New Laws of Learning for Today's Workforce
John Isbell, President, JWI Hospitality and JohnIsbellTraining.com
February 21, 2018
With the ever-changing demographics in the workplace, there has never been more of a need for great training initiatives that make an impact. The way we consume information has changed and the way we want our training has changed along with it. Join John Isbell as he talks about the New Laws of Adult Learning and how to utilize them to create programs that have your trainees not only needing your training programs, but also producing trainees that are more productive out of the gate. This will be a fast paced, sometimes funny look at how we can meet our team's need for one-size-fits-one training and provide them with difference making materials.
Using Incentives to Reinforce Training!
TJ Schier, SMART Restaurant Group, Which Wich Franchisee
December 6, 2017
Building sales and profits might seem difficult but not if you leverage the power of 'MBA' (Mutually Beneficial for All) thinking. Discover 12 proven incentive contests, reward and recognition tactics to move sales and profits through your front- and back-of-house teams. Think employees don't care about your bottom line? Worry no more!
- Articulate the impact of a recognition-based management style
- Identify tactics to increase satisfaction and results so everyone benefits - the employee, the business and the guest
- Discover a variety of incentive strategies for front of house and back of house team members
Lessons in Leadership After the Storm
Kathleen Wood, Founder & CEO Kathleen Wood Partners & Suzy's Swirl
October 11, 2017
The winds have calmed, the water has subsided and a "new normal" has appeared. Kathleen Wood, who was President and COO of Raising Cane's Chicken Fingers during Hurricane Katrina, shares lessons for leading your team from the "new normal" to just being normal after a crisis. She will share the six key lessons for recovery, reconnecting and renewing after a major event impacts your business. Learn how to move forward with the High C’s of Crisis Leadership: calmness, confidence, communication, compassion, and celebration to lead your team from surviving to thriving. It's not just how you weathered the storm, it's also about how you storm back to recover and renew!
Trends in Hospitality Training & Development: New Insights & Fresh Perspective
Donna Herbel, Vice President, Training & Culture Development, Perkins Restaurant & Bakery
Colby Hutchinson, Manager Guest Feedback Programs, Best Western Hotels & Resorts
Melissa Doolin-Koehne, Executive Director, Business Development, TDn2K
August 2, 2017
While current economic indicators for our industry paint a concerning picture, it is important to stay up-to-date on trends affecting your job and your organization’s profitability. Join these top-notch, engaging presenters to delve into the most recent trends in hospitality training.
Along with an interactive Polleverywhere feature to the session (which will give you insight on how you compare to others), new information from TDn2K will be presented, along with the Trends in Hospitality Training Study results just released by CHART and TDn2K. Workforce challenges and best-in-class practices will be discussed.
There is a reason this session and these presenters were rated so highly at the recent San Diego CHART conference! You will learn a lot and come away with some great takeaways – without ever leaving your desk!
Winning the Talent War with Enlightened Hospitality
Erin Moran, Chief Culture Officer, Union Square Hospitality Group
Peter (PK) Kirwan, Chief Marketing Officer, Wisetail LMS
June 14th, 2017
Hiring talented people is crucial to success in the hospitality industry. But retaining those people is just as important. These challenges are the reality of the modern hospitality workforce, and they make it even more difficult for you to find the future leaders of your organization.
In this webinar, Wisetail partners with Erin Moran, Chief Culture Officer at Union Square Hospitality Group, to answer some of your toughest restaurant questions. What's the Millennial mindset when considering where to start a career? What are the most important factors in accepting a job? How does culture play a role?
We'll answer those questions, and we'll show you how to win the talent war with the Enlightened Hospitality philosophy.
Mobile & Micro Learning: Keeping up with the Modern Workforce
Matthew Brown, Director, Hot Schedules Train
April 12, 2017
The workforce is changing. And the training and development landscape is evolving to keep up. Although traditional classroom and shadowing may never fully go away, long-form training is getting a bite-sized makeover to better serve the millennial workforce. We’ll take a look at how you can build and incorporate micro-learning into your training and development programs, and discuss the benefits that come from this popular learning format.
Make Time for Success
Melanie Johnson, Manager of Training and Program Development, Rubios Restaurants
February 8, 2017
There is just never enough time! The "Make Time for Success" webinar approaches the topic of time management in a fun, realistic and empowering way. You will leave this presentation with actionable tactics that you can implement right away to help you reach your personal and professional goals.
Trends in Hospitality Training & Development: New Insights & Fresh Perspectives
Curt Archambault, People & Performance Strategies
Jen Swan, First Watch Restaurant
Melissa Doolin-Koehne, TDn2K
December 7, 2016
While current economic indicators for our industry paint a concerning picture, it is important to stay up-to-date on trends affecting your job and your organization’s profitability. Join these three top-notch, engaging presenters to delve into the most recent trends in hospitality training.
Along with interactive live attendee polling during the session (which will give you insight on how you compare to others), new information from TDn2K will be presented, along with the Trends in Hospitality Training Study results released last year by CHART and TDn2K. Workforce challenges, such as the shortage of employees, turnover and retention, minimum wage, generational issues, and orientation, will be discussed.
There is a reason this session and these presenters were rated so highly at the Charleston CHART conference this past summer! You will learn a lot and come away with some great takeaways – without ever leaving your desk!.
Culture Love: Why Being the Restaurant of Choice Means Putting Culture First
Mary Kay Hyde, Vice President of Marketing, HotSchedules
Tom Frank, Owner, Round World Manager
October 12, 2016
In order for your customers to love your restaurant, you have to have employees that love working for you.
Join this session to hear from culture engineer, Tom Frank, who will share his insights and suggestions for ways to motivate managers and team members to be ambassadors for your brand and culture.
LMS Guide for Millennials, by Millennials
Peter (PK) Kirwan, Director of Marketing, Wisetail LMS
Juniper Emnet, Developer & Millennial, Wisetail LMS
August 10, 2016
A guide to engage with Millennials in your LMS from the perspective of a Millennial. Since they've become the largest share of the American workforce, exactly how to connect with Millennials via online learning has been a piping hot topic for eLearning experts, L&D professionals, and hospitality trainers - most of whom are not Millennials themselves. The ideas in this presentation answer this question, "I'm a Millennial, do you want to know how to reach me with your LMS?"
Within the hospitality industry the need to understand this younger segment is even more important and we will work through five key areas where you can improve your connection to the Millennials in your organization.
Blow Them Away With Discrepant Events!
Becky Rice, White Castle
June 8, 2016
An attention getting, thought-provoking approach to initiate inquiry is through the use of discrepant events. A discrepant event is a demonstration that puzzles the observer, causing him or her to wonder why the event occurs as it did. These situations leave the observer at a loss to explain what has taken place. This propels the observer to become thoroughly engaged and want to learn more. It is from this platform that real learning can now take place. Attend this webinar to learn all about discrepant events and how you can use them to enhance any learning situation!
Building Trust for Solid Team Performance
Curt Archambault, People & Performance Strategies
April 13, 2016
Does your team have integrity? Does your team have good intent? What are the capabilities of your team? Does your team get results you desire? If you find your team lacking in any of these areas, this webinar is the place to begin.
“Solid Team Performance Is Built on Trust”, participants are introduced to 7 Strategies to building trust within their work teams and organizations. Based on the teachings of Patrick Lencioni, in the best-selling business book The Five Dysfunctions of a Team, this webinar will help individuals understand their own responsibility to create and maintain an environment that promotes high trust. Trust is the foundation on which all high-performing teams are built and a high-performing team is the real and ultimate competitive advantage today!
Even if you are not the formal leader of the team or of your department there are things you can do to influence the level of trust in your organization. Building trust starts with you and though it sounds easy, it is hard work and takes focus. Join us for this webinar to get the strategies to build trust that builds high-performing teams.
Empowering Team Members with the Ability to Speak English
Christine San Juan, Head of HR & Training, Caffe Nero Americas
February 10, 2016
Immigrant / Non-English speaking workers make up a large portion of our work teams. Many are well educated in their home countries; however, their lack of English skills, both written and oral, prevent them from achieving career progression. Join this free webinar to explore ways you may be able to identify, develop, and implement programs that teach your valuable team members English. You are able to impact the bottom line in your business when you are able to improve a team members ability to communicate effectively.
Key speaking points: Industry statistics, Getting started , Available resources, Results
Interviewing That Rocks: How to Amp Up or Revolutionize Your Interviewing Skills
Jim Knight, Managing Partner, People Forward
December 9, 2015
Learn specific standards and best practices to dramatically improve a manager’s specific interviewing skills when hiring potential staff-level new hires. Whether you’re an interviewing novice or an extremely competent manager, this session is guaranteed to amp up your skills in one of the weakest skill-sets in the industry. If you’re on the hunt to develop confidence and consistency in how you (or your team) interviews, come check out what all the noise is about.
Jim Knight, Managing Partner of PeopleForward, will act as a thought-starter for the session and facilitate proven techniques garnered from working with rock star brands in the industry, known for hiring “right fit” employees. He will use the visceral backdrop of well-known companies, including Hard Rock International, via his 21-year run with that brand as the head of Training & Development, as a platform to discuss detailed techniques to positively transform a person’s competencies…ensuring that great hiring decisions are made for the brand.
Key concepts will include:
- Setting the Stage
- Effective Interviewing Collateral
- Hiring “Rock Stars” (not Lip-Synchers)
- Application Best Practices
- 4 Areas of an Interview
- Steps to an Effective Interview
- The Turn-Off Statement
- Putting it into Practice
Development in Quick Bites - Developing Your People in 5 Minute Focal Points
Christin Myers, COO, Creative Restaurant Solutions, Inc
October 14, 2015
The 2014 TDN2K and CHART survey indicated, and Creative Restaurant Solutions, Inc's exit interview data supports the notion that development is an area of opportunity across our industries. More often than not, the reason development is lacking is due to lack of time and/or resources. But what if you could develop others in quick bites (we call them 5 Minute Focal Points)? It can be fun, it can be easy, and everyone stands to learn something! Join us to learn more about how to develop others in quick bites!
Trends in Hospitality Training and Development Report
August 12, 2015
The 2015 Trends in Hospitality Training & Development Study shows that effective training is making a difference in terms of reducing turnover, fostering a stronger more skilled workforce, and providing a better customer experience.
This report, conducted by CHART and TDn2K, highlights a number of key findings, most notably:
- It Pays to Train the Trainer. Increasing an organization’s budget to train certified trainers can reduce turnover by about 25 percent.
- Orientation IS Opportunity. Those that spend more than four hours on new hire orientation enjoy, on average, 13 percent lower turnover than their counterparts.
- E-Learning on the Rise. More organizations are turning to e-learning as part of their training suite, using it for knowledge leveling, validation and testing, and compliance. More than 85 percent of full- and limited- service restaurants and 50 percent of hotel and lodging companies report e-learning opportunities to employees are increasing in their organizations.
Not Your Father's Leadership
John Isbell, Director of Training, Logan's Roadhouse
June 10, 2015
If you are still leading like our father's did in their day - you are probably failing. Join John Isbell as he takes a look at the difference in Leadership during "the good old days" and today. He will give you helpful tips on keeping today's employee engaged and how to make yourself a more well-rounded leader. You'll discuss managment vs. leadership, today's employee climate, and ways to attract and retain amazing talent in today's competitive marketplace. OK - maybe not that last one - he's only got 45 minutes! But join him anyway because he'll definitely talk about all the other stuff. We think...
E-Mail – There is a Right Way to Do It!
Gabe Hosler, Director of Training, Rubio’s Restaurants
April 8, 2015
Have you ever been frustrated by your Inbox? Not sure how to get your message across? Or not getting the answers that you need? In this interactive presentation you will discover the secrets to both sending and making sure that you receive the most effective and appropriate e-mail messages. The stuff that your mother taught you about how to communicate nicely on the playground…brought into the modern age.
Hire, Train, Reward, Retain!
TJ Schier, President, SMART Restaurant Group, WhichWich Franchisee
February 11, 2015
To provide more value to your organization, expand the impact of your training focus. This session will provide easy, actionable tools and tactics in the areas of hiring, on-going training and incentives/rewards to ensure your managers hire more effectively, have simple tools to train DAILY and a reward system tied to driving business results. Learn how to expand what you are working on to help solve your company’s problems and ensure you are a training superstar!
