Where Technology Meets Heart: Highlights from CHART’s First Tampa Regional Training Forum

There’s a certain kind of magic that happens when hospitality people come together- the kind of energy that fills a room with laughter, curiosity, and connection. You can feel it before the first name tag is printed or the first cup of coffee is poured. It’s that unmistakable spark of learning through community. 

That’s exactly what we experienced at CHART’s first-ever Regional Training Forum (RTF) in Tampa- a day that left us all a little more inspired, a little more connected, and a lot more excited about what’s possible at the intersection of AI, learning, and human connection in hospitality.

The session was facilitated by Gord Zeilstra and Corban Nichols, sponsored by Schoox, with the support of the lovely Serah Morrissey, SPHR and Audrey Benet.

Setting the Stage: A New Kind of Conversation

Our theme wasn’t about technology taking over- it was about how humans and technology can work better together.

We kicked off the session with an exploration of AI’s growing role in hospitality, grounded in real data and real stories. Just two years ago, only 70% of HR professionals believed AI would be critical to their success. Today, that number is 94%.

That’s not just a statistic- it’s a reflection of an industry evolving faster than ever before. From streamlining workflows to personalizing learning, AI is reshaping how we train, develop, and empower teams.

But what struck me most during our discussion was this: technology is only as powerful as the people who use it.

As hospitality professionals, our craft is rooted in empathy, service, and creating meaningful experiences. The goal isn’t to replace that with technology- it’s to elevate it.

From Systems to Service: A Story That Stuck

One story that really resonated came from Matthew Steele, CHT of Galardi Group Inc., who shared how he integrated AI into Wienerschnitzel’s operations.

He built a closed-loop AI system connected directly to the company’s manuals- allowing employees to simply type (or even ask Alexa!) how to prepare an item or find a procedure. The AI responds instantly, in English or Spanish.

It wasn’t about cutting corners or removing people from the process. It was about removing friction, empowering employees with immediate answers, and creating a sense of belonging for every team member, regardless of language.

That’s what good technology does - it humanizes, simplifies, and amplifies what matters most: connection.

Learning Reimagined: From Compliance to Curiosity

Another powerful theme was the evolution of learning itself.

We talked about moving away from compliance-driven training toward curiosity-driven learning- a shift backed by Josh Bersin’s research and lived out daily in our venues and restaurants.

Think about it: our teams don’t come to work to complete modules or chase completion rates. They come to feel confident, capable, and connected.

As one participant shared, “It’s not about how many people finished the course — it’s about how many feel ready to shine because of it.”

That statement beautifully reframes our purpose as trainers and learning leaders. Confidence over completion. Humanity over hierarchy. Curiosity over compliance.

The Power of Play: Why Sandboxes Matter

We also explored the concept of “sandbox learning”- giving teams permission to experiment, make mistakes, and play with new tools in a safe environment.

It reminded me of a saying that surfaced during the session:

“Don’t fall in love with the tool — fall in love with what it allows you to do.”

That mindset unlocks creativity. It’s what allows us to see AI not as a threat, but as a teammate- one that can take on the heavy lifting so we can focus on what humans do best: connecting, caring, and creating joy.

The Business of Experience

Of course, all of this connects back to what drives our industry — the guest experience.

A Harvard Business School study shared during the session found that for every additional star in guest reviews, businesses see a 5–9% increase in annual sales.

So, when we invest in our people- in their growth, confidence, and connection- we’re not just building better teams. We’re building better experiences, stronger loyalty, and healthier bottom lines.

AI can help us identify and scale those experience-enhancing moments, but it’s still people- our people- who bring them to life.

Celebrating a First, and Building What’s Next

As the day wrapped up, I looked around the room at the mix of trainers, leaders, and lifelong learners who made Tampa’s first RTF a success. There was excitement. There was curiosity. And there was that unmistakable hospitality heartbeat that you can’t quite put into words- but you know when you feel it.

This wasn’t just another event. It was the start of a movement- one where technology meets heart, and where learning becomes a shared experience that fuels our collective growth.

To everyone who attended, shared insights, asked questions, and leaned into the conversation: thank you. You helped us prove that when we come together with open minds and full hearts, we don’t just keep up with change- we lead it.

The Takeaway

“AI literacy is job security — but human literacy is what makes hospitality magic.”

The future of learning in our industry isn’t about choosing between people and technology. It’s about finding the balance- leading with curiosity, powered by empathy, and supported by innovation.

And if the Tampa RTF was any indication, our CHART community is ready for this next chapter. Together, we’ll continue to redefine what it means to train, to lead, and to serve- one connection at a time.