Training Articles

Inspiration is everywhere if you’re paying attention. Sometimes it shows up in truly unexpected places, like a rule-breaking baseball team that’s redefining fan engagement. The Savannah Bananas bring so much energy and creativity to the field, it’s hard not to walk away with ideas for your own training sessions. Think mascot-level enthusiasm and pre-shifts that feel more like pep rallies. Want your team to stop dreading training and start looking forward to it? Injecting some Banana Ball spirit into your training can make learning feel like the hottest ticket in town.

A weak apology can tank a guest experience, but a well-delivered one? It can save the relationship and even boost loyalty. In hospitality, empathy beats excuses every time, and a sincere “I’m sorry” might just be the most powerful tool in your team’s toolbox. So why aren’t we training our team members to apologize well, just like we would with any other must-have skill? Here’s a look at what makes a great apology, plus the steps and structure you can use to help your team respond with confidence in those tough, in-the-moment conversations.

CHART President Felicia White says that training is fundamentally about building relationships and fostering connections. Trainers need to be willing to meet learners where they are and create an environment in which they can excel. Extending the olive branch is the first step toward building or reconciling a relationship.

Great culture starts with great leadership, but even the most seasoned executives need a tune-up sometimes. Coaching and professional development efforts are often focused on new hires, with support tapering off at higher levels. But leadership growth shouldn’t stop at the C-suite, and seniority doesn’t always mean someone has all the answers. If your organization's executives are out of step with today’s culture, communication norms, or team dynamics, here are practical, low-risk ways to spark real change at the top—without stepping on toes.

Looking to prove the impact of your training programs? New insights from the Hospitality Training 360 Report by Opus Training and CHART show that hospitality companies tracking key L&D metrics like completion rates, retention, and guest feedback are nearly twice as likely to get a budget boost. With tighter spending across the board, tying training to operational success isn’t just smart—it’s essential. Check out the full article to see which metrics matter most and how they can help you make the case for continued L&D investment.

I didn’t expect to find L&D inspiration in a school zone, but one extraordinary crossing guard stopped me in my tracks—literally and figuratively. Her approach to energy, connection, and consistency got me thinking: what if we brought that same spark to onboarding and training? If you’ve been wrestling with engagement, retention, or just trying to set the right tone, maybe you'll understand why I've been captivated by the simple and effective way this person shifts the whole atmosphere around her station.

Curious about how your restaurant training programs stack up against others in the industry? The 2025 Hospitality Training 360 Report from CHART and Opus Training is based on insights from over 100 L&D leaders across 40,000+ locations. It reveals real numbers behind onboarding hours, ongoing development, and training costs. Whether you're building a program from scratch or refining your approach, this data gives you a clear benchmark—and maybe a few wake-up calls. Here is your chance to see where your training strategy shines and where it might need a tune-up.

Ever feel like you're racing against the clock to deliver quality training, keep your team engaged, and get buy-in for new tools—all at once? You're not alone. 38.5% of L&D pros said that balancing quality of training vs speed of delivery is their most pressing challenge for the upcoming year. But speed alone isn’t the answer. Real impact comes from knowing when to hit the gas and when to steer. I draw inspiration from the iconic Speed Racer cartoon hero to explore how training professionals can balance efficiency with quality, build modular learning programs that scale, and strengthen team engagement. Here are some strategies that you can use to keep learning on track—and in the winner’s circle.

Leadership is a careful balance between projecting confidence and embracing vulnerability. The danger isn’t in using Success Theater to show a polished, professional image to guests and team members, the danger is in staying in character too long – until we lose the ability to step out of it, to be honest, or to ask for help. So maybe the challenge isn’t to banish Success Theater altogether, but to learn when to intentionally step into it, and just as intentionally, step out of it.

After being hilariously called out for a curse accidentally uttered on-stage at a recent CHART conference (yes, really), I was inspired to dive headfirst into the world of improv. Now several classes in, I’ve discovered lessons that directly apply to training—like aggressively listening, staying present, and embracing the “yes, and” mindset. When we shift from rigid scripts to playful frameworks, even dry topics (hello, EEOC laws) become engaging. Let’s rethink role-play and make space for creativity, trust, and fun in our training sessions.

With everything moving a mile a minute in hospitality, making training both memorable and engaging can feel like a juggling act. Enter "entertrain-ment" – the perfect blend of entertainment and training that transforms ordinary learning into unforgettable experiences. See how Jim 'N Nicks showcased their new "SAUCE" service model through an immersive, high-energy presentation at a recent GM conference, and learn ways to incorporate these principles into your own training programs. 

Hospitality isn’t just about great service – it’s also about safety. Think about what you would do if you came across a back door left ajar when it should always be locked. Or if a customer, frustrated about bad experience, starts raising their voice at the front desk. These moments may seem routine, but how you respond can determine whether a situation stays under control or escalates into something more serious. Here are some ways you can use the skills that make you great at hospitality to keep your guests and colleagues safe.