Member Blog

Embracing diversity, fostering inclusion, and valuing different perspectives helps create an environment that attracts top talent, delights guests, and drives innovation. Instituting a philosophy of "Culture Add" over "Culture Fit" at the hiring stage offers an approach that can be immensely beneficial to organizations in the hospitality sector.

Many, if not most, of our team members and guests have histories of trauma, and the environment and interpersonal interactions can exacerbate the manifestations of trauma. Here’s how to set the tone and support your workforce in practices that are rooted first in empathy, vulnerability, and compassion, not process and procedure.

Is AI the best thing ever or the beginning of a dystopian nightmare? I was resistant until I learned more about AI applications during the "Whose AI Is It Anyway?" session at CHART Seattle. Since then, I have explored and embraced ChatGPT (affectionately known as Chad), and a few other AI tools. Here are some of the tasks Chad and I have been collaborating on, and what I have learned along the way.

The future of artificial intelligence is exciting, but you don't have to wait for some distant time in the future to put AI to work for you! For trainers seeking immediate solutions, you can start finding them today with ChatGPT. Hotel and restaurant professionals can access a wealth of knowledge, guidance, and support to enhance their employee training programs, improve their workplaces, and, as a result, deliver exceptional guest experiences by using the technology that is available to you NOW.

Communication is the lifeblood of an organization, underpinning every aspect of its operations from employee experience and performance, to customer relations, to your company's ability to adapt and innovate. Implementing communication skills training is more than just a business investment—it's an investment in your people, your culture, and your future. Here are 5 critical reasons to invest in communication skills training for your staff.

Though trainers typically have mastery over communicating while in their comfort zone of routine training, that confidence doesn't always apply to new topics or situations. How can we approach unfamiliar circumstances but still project a level of confidence that will allow us to capture the attention of those listening, convey our authority, and earn their trust? Here are 8 suggestions you can implement to enhance your speaking abilities and project an assured presence.

Executive presence is more than just how you dress and how you communicate. It's about being your authentic self, with all of the character, substance, and style that comes from putting your BEST self forward. This Pride Month, be bold, be authentic, and be true to yourself.

I am a longtime fan of all things Disney. The sense of fun and magic just can't be equaled. So when I uncovered the elements that make Disney vacations so magical, I decided to implement some of the concepts, practices, and strategies into my own training programs and events. Here are 3 ways I’ve drawn inspiration from Disney to add a little magic to my training.

Working at a job fair may seem like it could be a nice break from your normal routine – a sedate time where you can sit down, catch up on emails, and flip through kitten videos on TikTok. But it should be the opposite – you can turn it into a series of dynamic conversations with a diverse set of individuals that can make a sizable difference for your hotel or restaurant. If you adopt the practices outlined in this article, you create the possibility to really stand out from the competition, connect with the most qualified candidates, and build a strong and engaged workforce for the future.

We all know that Diversity, Equity, and Inclusion are critical topics, but trying to do everything all at once can be overwhelming, and despite good intentions, can lead to failed initiatives. My advice? Focus on Inclusion first. By focusing on Inclusion, we can accelerate, enhance, embed, and cultivate all the other priorities. When we engage Inclusion first, we are looking at our challenge through the RIGHT end of the telescope.

Artificial Intelligence (AI) tools are only as useful as the ways we can leverage them to make our jobs easier and create enhanced experiences for our customers. Here are my top three predictions about the ways that the hospitality training industry will start utilizing AI, and how YOU can unleash the potential of AI to Get More Yes in your career and in your life. Plus, view my personal video invitation to CHART Orlando, where I will be a keynote speaker for the summer Hospitality Training Conference!

Why are so many of us unhappy at work? What needs to change in order to make a difference in employee retention, job performance, and personal wellbeing? Discover the core elements of a happy work culture, as well as the critical importance that leadership behaviors have on creating an engaged and high-performing team.