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from your CHART family



Keynote Announced: Alaska Airlines! Empowering Care: Remarkable Service Starts with Personal Well-Being

We’re bringing to you an exciting opportunity to hear directly from Alaska Airlines on how they achieve some of the highest customer satisfaction rates in the industry. Learn how their culture of employee well-being results in happy customers and numerous awards as a best place to work. Alaska's culture is built around 5 values: own safety, do the right thing, be kind-hearted, deliver performance, and be remarkable. Each employee is empowered to live these values through a service framework guiding behaviors and decision making. Learn how Alaska Airlines puts personal well-being at the center of this framework to deliver the best care in the air — not just for guests, but employees, too.

Tiffany DeHaan Managing Director, Culture, Learning & Inclusion Alaska Airlines


Hospitality Trainers Competency Needs Assessment Survey chart.org > Trainer Development & Events > Upcoming Conferences What do you need to be successful at your job? Will you take 10 minutes to tell us?

You're great at your job, and we want to help you and your fellow hospitality trainers be even better and more effective. Help shape the future of professional development opportunities offered by CHART by telling us what kind of educational resources you need in order to take hospitality training and your skills to the next level. This survey is being conducted in partnership between CHART and the Sands Center for Professional Development in the Hospitality College at the University of Nevada, Las Vegas. This is an important initiative for CHART and your input is crucial (and MUCH appreciated). Your feedback will help lay the groundwork for future educational programs. All answers are optional and every effort will be made to ensure that they remain anonymous. The survey takes less than 10 minutes to complete, and respondents will be entered into a drawing for a $100 gift card as our thanks for your input!

You could win $100 for participating!


New England Regional Training Forum (RTF) An in-person RTF in Boston drew 13 attendees from five different companies to Sonesta’s corporate headquarters. It was a very interactive crowd with lots of good discussion. Matt Nelson, Jennifer Belk White, and Matthew Brown presented some great content (as well as amazing delivery of the content). Matt talked about how to use the power of disruption to break your training, and Jen and Matt focused on trauma-informed supervision.

Conference Team Members Visit Seattle

November 16, 2022

Board Member Kelly McCutcheon, Conference Director James Frank, and Activities Co-Director Domenic Bartolini explore Seattle in prep for another memorable CHART conference.

PresidenTalks How One Word Can Create a Mindset That Sticks

A year ago, I wrote a blog about my team’s word of the year. Having a word of the year is a practice I first saw on social media that I believe translates well into creating a team dynamic. Since we are kicking off a new year, I figured there is no better time to revisit this tradition that has made an impact around how I go to work and rally the team. In case you missed it or need a 2023 refresher, here are the cliff notes as to why having a word of the year is a practice I highly encourage: It helps set expectations: Picking a word of the year can help set clarity and focus. It can help set goals or expectations. When you go into the year with a theme, you can better anticipate, prioritize, and prepare. It’s a go-to when times are tough: We used our word to encourage us, we used it as direction, we used it as a reminder, but also, we used it sarcastically at times to make us all laugh. We all have times of high pressure. During those times, it’s easy to get frustrated. Our word of the year allowed us to remember that living to that standard was just as much part of our commitment as the tangible goals we wanted to achieve throughout the year. So when the pressure is on, the mantra helps to change the mindset.

Rachel Richal

It gives the team a rallying cry: A word of the year can help create a positive mindset and positive change. Positivity can be infectious. A positive word can create a mindset for your working style and, even better, one that a team or multiple teams can unite and encourage each other around. After another year of rallying around a word, I have added a few more reasons to the list:

It allows you to better reflect on performance: The easy part of performance reviews is determining if a tangible task or goal was completed. The harder part is reflecting on a full year of accomplishments, obstacles, and behaviors. When both filling out my own self-review or drafting for the team, I keep the word of the year in the back of my head as an intangible goal woven throughout the hard goals we set for the year.

It creates a mindset that sticks: My team has had two years of the same word of the year – nimble. As we head in to 2023, we joked that we may need to repeat for year three or find a synonym. The truth of the matter is that we have proved that word is ingrained in our team’s DNA, therefore the mindset will live on; allowing space for a new word as we head into the new year. For both 2021 and 2022, my team rallied around the word nimble. The word hangs on the wall in our office as a reminder and on

the back of my COO’s door – after all, he assigned us the word, so he gets to join in on the fun as well. Yesterday, I asked him for our 2023 word of the year and joked that the team has mastered our word of nimble, so he needs to get creative. Stay tuned for where we go next! As we head into 2023, I wish you and your loved ones a very happy and healthy new year. I look forward to jumping into the new year as a community of trainers who learns from each other, shares best practices, grows our professional networks, and cares about our communities and this amazing industry we get to be part of each day.

Seattle Breakouts Open Doors on Your Path to Everywhere

In addition to immersing yourself in Hospitality Training Competencies, there is a fifth track of Hot Industry Topic Breakouts that you may choose to take during times when you are not attending a competency workshop.

Turn Training into an EVENT!

Kelly McCutcheon, Group Director of Training, Whataburger Rachel Richal, Vice President, Training, Buffalo Wild Wings, Inspire Brands

Designing Training that Sticks! Using Action Mapping in Instructional Design

Set the stage, dim the lights, and cue the music! Learn how to add pizzazz to your presentation to create an experience. You will explore ways you can pump up your presentation before, during, and after your training event. These techniques will have your team eagerly anticipating and networking before your event, and leaving with stronger and deeper takeaways.

Miranda Lee, Senior Manager of Training, Jack in the Box Action mapping includes needs analysis, not just organization of content. It’s a highly collaborative process tied to goals, which leads to a more purposeful design for training. Join this session to get hands-on with some tools to accelerate your needs analysis and elevate your training design.

From Better to Best: A Proactive Approach to Creating Exceptional Experiences Ali Knapp, President, Wisetail

More Than a Feeling: Measuring Your Culture and Learning from Your Team Member Experience Journey Damian Hanft, VP, Culture & Brand Ambassador, Inspire Brands Jody Huls, Team Member Experience

To create a culture of safety, modify behaviors, and empower employees, learning and development within checklists must coexist. This session will breakdown how technology puts trainers into the driver's seat–to create a proactive relationship between daily operational tasks and learning, and to ultimately transform your company.

Influencer, Buffalo Wild Wings, Inspire Brands Your guest experience will never exceed that of your team member experience. In this

interactive session, you’ll explore what great culture is, and how to measure culture in your organization while enhancing the team member experience journey.

Trauma-informed Supervision

Jennifer Belk White, Human Resources Director, Lumina Foods Matthew Brown, Chief People & Culture Officer, Schoox We don't all perceive trauma in the same way, and as a result we can make some

MS Teams: One Application to Train Them All

Bobby Underwood, Director of Training, Company Operations, Little Caesar Enterprises Inc. Only using MS Teams for messaging is like using your smart phone for just text messages. Learn how to use Teams as a remote classroom, project management hub, resource library, and more. Bring your laptop or mobile device and come join the robust discussion!

unintentional missteps that can trigger others. When we are able to use our knowledge and awareness of trauma to inform how we interact with one another, great things can happen.

Like a stunning piece of multicolored Chihuly glass art, our conference team comes together to make a beautiful combination. To get to know them better, we asked them: “ What’s the one artistic/creative thing about you people don’t know and may be surprised to hear?” Getting to Know Your Seattle Conference Team

January Webinar

Register Today!

Compliance Training: From "Checking the Box" to Engaging Learning Experiences January 18, 2023 | 2:00 PM EST

Tayler Neugent , Regional Training Manager, East DIV. Popeyes “I am the least talented/creative person alive – can't paint, draw, etc. BUT, I am a true believer that music is a universal language that can help people find surprising commonalities! In that spirit, I will listen to any song or band that someone shares with me to better understand them on a personal level. So, if you see me at a CHART event, tell me what you're currently listening to or your favorite song; I promise by the end of the conference, I will have listened to it!” HOSPITALITY CO-DIRECTOR COMMUNICATIONS DIRECTOR Dina Taher , GM Hiring and Development, In Town Suites “I was a competitive baton twirler/majorette for nine years. I held Regional, State, and National titles. I also performed on the entertainment side at football games, malls, and parades – juggling fire and twirling machetes!” Keith Strew , Vice-President of Learning and Organizational Development, Puttshack “I am a BBQ aficionado, and my artistic creations are made with food. From Texas-style brisket and pulled pork to eggrolls and tacos made from scratch.” HOSPITALITY CO-DIRECTOR

Angelina Sabatini Director of Training & Development, Ford’s Garage

Bob Duprey Founder, Restaurant Playbooks

UPCOMING REGIONAL TRAINING FORUMS chart.org > trainer development & events > upcoming webinars Learn a simple but effective framework for designing and delivering compliance training via engaging and effective eLearning experiences. Identify learning experiences that support your company’s culture and values, and that your employees will enjoy and practice. Central Texas In-person RTF January 11, 2023 | 4:00 - 6:00 PM CST Mobile, Alabama Area Virtual RTF Topic: Train to Retain! January 18, 2023 | 1:30 - 3:00 PM CST

CHART 103 • SEATTLE, WA • MARCH 4-7, 2023

chart.org > trainer development & events > rtfs

Council of Hotel and Restaurant Trainers P.O. Box 2835 Westfield, NJ 07091 chart.org (800) 463-5918

Please send content to flipCHART Managing Editor | Lisa Marovec, lisa@chart.org Deadline is 1st of the month for the next month’s issue | Back issues: chart.org

Members on the Move

New Member Spotlight

Kelly McCutcheon is now the Group Director of Training for Whataburger.

Jared Brown is now Operations Training Manager at Simmons Foods.

Shawny Hargrove is now Director of Training at Mecha Noodle Bar.

Lifetime Member Patrice Micheals has retired from Eat 'N Park Hospitality Group.

Bobby Underwood Director of Training – Company Operations Little Caesar Enterprises, Inc.

How did you get into the hospitality industry? When I was 16, I had a Little Caesars within walking distance from my home. I wanted some extra money to spend on cool clothes, and instead found myself falling in love with the family- and fun-focused culture. If you would have told 16-year old Bobby that I would be slinging pies 19 years later, I would have laughed at you! At the time, I was dead-set on being a doctor. My career with Little Caesars has give me a fabulous life, a husband (also home-grown at Little Caesars), numerous mentors, and countless opportunities for myself and my team to spread the joy of pizzas across the globe. What has been the wildest moment of your training career so far? What is your “golden rule” of training? For my team to be a catalyst of impact. If what we do ripples all the way down to the store level and generates results, we are thriving.

New Member Spotlight

How did you get into the hospitality industry? I started in the biz when I was 15 as a busboy… I love that it is not the same every day and I love the interaction with people. What has been the wildest moment of your training career so far? I was teaching a Certified Food Protection Manager (CFPM) class once and I was using an activity where I told the class that I was just told I had Hepatitis-A and I needed to check and make sure I had not passed the virus onto them. I used a blacklight, and when I shined it on a young lady and her hands glowed, she started screaming and ran out of the classroom.

Tim Sweet Manager of Training FSC Franchise Co. dba The Brass Tap and Beef ‘O’ Brady’s

What is your “golden rule” of training?

I believe when you are teaching any concept you must be able to relate to the student through your past experiences to demonstrate and tether their learning to the real world.

Welcome to CHART, Tim!

What’s the Difference Between the Winter and Summer Conferences? 2023 CHART Conferences

What’s different?

Hospitality Training Competencies Conference Discover the power of immersion in skill-based professional development built for hospitality trainers by hospitality trainers • COMPETENCIES: Targeted, intimate format featuring CHART’s Hospitality Training Competencies Certificate Program allows you to take a deep-dive • WORKSHOPS: 12, 4-hour sessions spread over 4 roles in hospitality training let you pick and choose your path • MASTER FACILITATORS: 24 of them will share their abundant expertise with you • CERTIFICATES/PINS: Tangible recognition of your achievement you can promote at work and online • HOT INDUSTRY TOPIC BREAKOUTS: 5th track gives further learning options • MASTERCLASSES: Post-conference sessions provide application and depth

Hospitality Training Conference Learn from industry leaders to collect current ideas and solutions that you can implement immediately at work • BREAKOUTS: A plethora of thought-leadership experts lend fresh perspectives that are designed to help you do your job better • CHART TALKS: Quick-hit big ideas will expand your mind • VIEW FROM ABOVE: Company executives lend a high-level perspective of training’s role • TRAINING HIGH 5: Recipients share simple, yet highly effective training solutions • COMMITMENT TO PEOPLE: The best and brightest in hospitality are celebrated at the awards dinner • SILENT AUCTION: A fun way to be a part of supporting our college scholarship program and the future of hospitality

What’s the same?

CHART 103 Seattle Hospitality Training Competencies Conference - Winter 2023 • RESOURCE GALLERY: Member-recommended vendors fast-track your introduction to trusted solutions • SERVICE EVENT: An impactful way to support the host community and work side-by-side with others • HOSPITALITY SUITES: Nightly informal gathering to strengthen the bonds that will last throughout your professional career • NETWORKING: Numerous opportunities are incorporated right into the agenda to build high-quality connections • KEYNOTES: Nationally recognized speakers bring the spark and energy to general session • BEST PRACTICE SHARING ROUNDTABLES: Rapid-fire sharing gives practical take-aways

Competency Tracks & Workshops

How the Competency Certificate Program Works

See the agenda and session descriptions at chart.org > Upcoming Conferences

Pivotal Events for You and Your Company To Help You Plan for 2023

It’s important to invest training dollars wisely. That is why we work hard to make sure that CHART conferences are the BEST VALUE in the industry. Make room in your budget for one or both of these events, and you will see a tangible return on your investment in 2023. When you attend a CHART conference, YOU will gain career-defining skills training and industry network-building. When a hospitality trainer attends a CHART conference, YOUR COMPANY will gain stand-out training driving high- impact performance. As you budget for 2023, here are estimates to help you plan for Seattle. (Orlando expenses will be similar.)

Sample Budget for CHART 103 Seattle*: Conference Fee Register by Feb 2

$1,195 $ 597 $ 400 $ 60 $varies

* Anticipated budget for CHART 104 Orlando will be similar.

Hotel for 3 Nights

$199 x 3 Approx.


Ground Transportation Meals On Your Own

To/From Airport, Approx.

1 Lunch, 1 Dinner

Meals and Refreshments Included: Saturday Opening Reception

Light Appetizers + Drink Ticket

(Dinner on your own)

Kick off networking with small dinner groups


Continental Breakfast

Breakfast Coffee Break


On-site Interactive Lunch Hosted Beer, Wine, & Soda Off-site Fun Dinner Event


Reception/Resource Gallery Dinner Networking Event


Breakfast Coffee Break

Continental Breakfast


(Lunch on your own) Afternoon Break Celebration Dinner

Catch up on work or use the time to connect with peers


On-site Recognition Dinner and Pin Ceremony


Coffee Break


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