Training Articles

As learning and development leaders, we are charged with cultivating talent and empowering hospitality teams. But in order to achieve this, we first need to focus on being a high-impact training team ourselves (even if we are a team of one). Here are the 10 characteristics of a high-impact team, along with concrete steps and tips to consistently achieve outstanding results that contribute to your organization's success.

Learned helplessness happens when someone experiences repeated setbacks and starts to believe they have no control over their situation. They have become so conditioned to failure that they become effectively paralyzed when the pressure is high. In hospitality, this mindset often pops up when trainees are pushed out of their comfort zones and face challenges without the support they need. Here are some tips for recognizing and addressing learned helplessness among your team members to help them bounce back.

Learning is a lifelong journey, filled with discovery, joy, and growth at every stage. Whether we’re creating programs for new employees or developing advanced leadership training, L&D professionals can draw valuable lessons from early childhood educators like YouTube's Ms. Rachel to inspire meaningful growth in our own organizations.

Imagine a colleague who doesn’t take breaks, never forgets a task, and works 24/7. This Artificial Intelligence “team member” doesn’t replace human capabilities but enhances them, changing how we think about productivity and creativity. Let’s explore how integrating AI into teams can impact an organization by amplifying human strengths, using a few tools I've created specifically for L&D.

Going from "New" to "Normal" is about guiding people through that uncertain space between what’s unfamiliar and the comfort of the familiar. It's a journey that doesn’t happen overnight. Here are some tips to successfully lead your team through any transition.

Staying composed during a guest's five-alarm freakout isn't something that always gets covered during your orientation. But with the right tools in your service toolkit, you can handle these high-pressure scenarios while keeping both your professional demeanor and sanity intact. Here's the inside scoop on staying cool when things get hot.

When constant retraining and rehiring is the norm, onboarding often focuses on “getting them started” rather than “getting them invested.” But promoting employee engagement and nurturing a desire for growth early on can reduce turnover and help build a strong, stable pipeline for future leaders. Here are 4 concrete ways to blend people-focused practices with supportive technology to optimize onboarding in your company.

In this CHART Talks Video, Donna Herbel recounts an experience of being mistaken for an employee at a store due to her friendly demeanor, going so far as to say "no, I don't work here, but how can I help?" which led to a broader discussion of hospitality. She believes that hospitality trainers have a superpower! We have collectively cracked the code on what hospitality means, and it comes down to establishing a connection, prioritizing clear communication, and seeking opportunities to be kind and create community. Hospitality is not just a profession but a way of life, and the world needs more of it. So go out and spread your superpower of hospitality not only in your professional life, but also into the world.

Omotenashi, a uniquely Japanese term often translated as “hospitality,” extends far beyond the typical Western understanding of the word. It embodies a selfless dedication to serving others, emphasizing genuine care and respect without expecting anything in return. After experiencing omotenashi during a work trip to Japan, I was struck by how setting clearer expectations in staff training could create a more genuine approach to hospitality. Here are my top 5 tips for incorporating the spirit of omotenashi in your own organization.

Meetings are essential for collaboration, but not all meetings are created equal. Knowing how to hold a purposeful and focused meeting can save time, create clarity, and drive action. Learn why identifying the meeting’s purpose ahead of time is crucial, the three key types of meetings, and practical tips for leading any meeting effectively.

The "Second Mile Service" philosophy at Chick-fil-A is about cultivating a magical aura around the business—creating an experience so exceptional that customers can't help but return. By focusing on personalization, surprise, and empathy, you too can create a lasting impression that elevates the customer experience beyond the industry standard. Here are some core principles and key takeaways that will help you get started.

Participating in the community service event with HOPES during CHART 106 Chicago made me rethink how we approach training new hires. Rather than teaching them to open the door and to smile, instead, we should start with personal responsibility and attitude... and maybe a recipe or two (check out the full article for my favorite family recipe). This experience reinforced my belief that we can improve our industry and the world through meaningful connections and a focus on bringing hospitality to every moment in our day-to-day lives.