Training Articles

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.

A recent Gallup poll found that workplace engagement is at a 10-year low. Burnout is rampant for both employers and employees. On one side, leaders argue that employees aren’t doing enough. On the other hand, employees feel that leaders are asking too much. Both sides are pulling with all their might, and what’s left in the middle is a fraying rope; a metaphor for our workforce and workplace culture. Ending this Tug of War requires both sides to let go of resistance and choose partnership. By prioritizing wellbeing alongside profit, organizations can create a future where everyone thrives.

Leadership is about more than just strategy—it's about presence. Instead of rushing through tasks and letting our attention always drift to future plans and challenges, a recent experience reminded me about the importance of "stopping to smell the coffee." By slowing down and being fully present, leaders can cultivate more meaningful and impactful relationships and keep from missing the opportunities that are available right in front of us, right now.

I have had a motto throughout my career. When asked to do something new: if it makes me nervous, just say yes. So when asked, I agreed to co-facilitate a competency workshop at the Louisville conference, even though I felt unsure and a little intimidated. I was paired with CHART legend Donna Herbel, who surprised me with her gentle but effective coaching, allowing me to stretch my facilitation skills and feel more confident in leading this session. I learned so much from this experience and I encourage you to step out of your comfort zone and say yes to something that makes you nervous!

Let's be honest–nobody needs another highlight reel. Real leadership isn't about being perfectly polished and having all the answers, it's about all the sometimes messy, imperfect, behind-the-scenes work that makes things come together in the end. The secret is that nobody really has it all figured out–even if they seem like they do. By being honest and vulnerable, sharing our own stumbles, pivots, and doubts, we can dispense with the "Success Theater" and start building trust and connection with our teams. When the stress of appearing perfect loosens its grip allowing you to reveal your authentic self, truly great leadership can happen.

I attended a breakout session at the CHART Louisville conference called "Building Better Training on a Budget," led by Corban Nichols, about how to create engaging training materials without spending a lot of money. But as I listened, I realized that the strategies could be applied more widely to company communication as a whole. The examples made it clear that thoughtful, intentional communication strategies can turn ineffective company announcements – often ignored by employees – into meaningful exchanges that foster a deeper connection to the workplace. Here are 7 ways to incorporate those principles into your own company's messaging practices.

Recently, I came across the concept of Lemonading, which is about taking unexpected obstacles and intentionally turning them into something valuable. Unlike mere optimism, Lemonading is an active process which requires creativity, adaptability, and resourcefulness. Based on insights from CHART x Opus' freshly released Hospitality Training 360 Report, let's explore how Lemonading can help us make the most of what we have and transform obstacles into opportunities for growth.

Every leader will eventually encounter a team member who is resistant to feedback and just doesn't seem to want to follow and become part of the team. Reluctant team members can present major challenges to achieving your organization's goals, disrupt the cohesiveness and culture of your team, and make you question your effectiveness as a leader. Here are my tips for inspiring reluctant followers to get on board.

As a training professional in a rapidly growing restaurant group, I'm always searching for ways to make leadership concepts connect deeply with our teams. What started as a creative experiment with AI evolved into something that transformed how our leaders see themselves and support each other. So what happens when you combine AI-generated superheroes with the CliftonStrengths of more than a dozen ops leaders? You get The League of Extraordinary Operators—a unique approach to celebrating the individuals making it happen!