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CONNECTING THE CHART MEMBER COMMUNITY
JUMPIN’ JUNE JUNE 2023
VISIONARY TRAINERS TRANSFORMING HOSPITALITY View from Above: Restaurant Business 2022 Restaurant Leader of the Year
This is a unique chance to hear from one of the most influential leaders in our industry today. Claudia San Pedro will take the stage in Orlando to share her perspective on the challenges and opportunities facing hospitality trainers today as strategic business partners. This former public servant was born in Mexico and got her start working in state government. She was the first woman, and the first Hispanic person, to be named Director of Oklahoma’s Office of State Finance. Under her leadership, Sonic
successfully recovered from one of the most difficult periods in the company’s history, and her stewardship during the pandemic set the company up for further growth. Your Video Invitation and Keynote Preview from King and Pogue Claudia San Pedro Head of Inspire Brands Limited Service Category, President, Sonic Drive-in
Rosen Plaza Hotel, Orlando Florida
REGISTER TODAY!
Get More Yes: Ignite Your Influence
The Inclusive Leader: Drivers of Increased Productivity, Better Processes, and Higher Profits
You only have to watch a few seconds of this video to see why our keynoter Erin King is an expert on Digital Persuasion. She says she is "absolutely brimming with insights, ideas, and case studies that I cannot WAIT to share with
Your assumptions on Inclusive Leadership will be challenged by Dr. James Pogue, who says he will give you “impactful pillars: the key performance indicators and trends informing our world today, and how to use inclusive leadership to deliver training to our leaders,
you during my keynote!” Watch on YouTube > CHARTTube1 She wrote a thought-provoking blog for CHART on her topic, "Digital Persuasion in the Age of AI: 3 Predictions for Hospitality," which you can read at chart.org > Member Blogs.
emerging leaders, and ourselves.” Watch on YouTube > CHARTTube1 He wrote an insightful blog for CHART on his topic, “The RIGHT End of the Telescope: Focus on Inclusion First,” which you can read at chart.org > Member Blogs.
Gettin’ Our Howl On in Orlando
CHART has a history of big fun when dueling pianos are involved! Sunday night in Orlando, we’ll be venturing across the street from the Rosen Plaza Hotel for a rousing event at Howl at the Moon. This is a total entertainment experience! Their high-energy live music show is centered around dance hits and party anthems that will get us howling (and maybe even dancing) in no time. Join us!
Photo credit: #howlatthemoon on Instagram
CHART and GLEAM Offer Fall Mentor Program We are excited to announce a new Alliance Partnership with the GLEAM Network, a non-profit, all-volunteer organization dedicated to the development of leaders in the restaurant/foodservice industry. GLEAM’s programs help individuals from Hourly Team Members (Career Acceleration Program) to Emerging Leaders and Executives (Mentor Program) move ahead in their careers.
GLEAM Mission To provide access to mentoring and leadership development for foodservice professionals, enabling them to achieve their full career potential.
This is a 6-month, structured 1:1 Mentor Program pairing deeply experienced industry leaders who volunteer their time with leaders seeking development. Mentor Program for Emerging Leaders and Emerging Executives
CHART Members will have the opportunity to sign up to be either a Mentor or Mentee this Fall. After June 1, you will be able to learn more on the GLEAM website, and indicate initial interest in the Fall Mentor Program cohort. Fall 2023 Cohort
PresidenTalks An Unexpected Moment Surprises and Delights
Recently we had a CHART Board meeting in Orlando, and while we were incredibly productive in getting through our responsibilities as Board members, I personally was able to have a favorite CHART moment that included some fun. Over the years, CHART has become another family. The relationships I have made are some of the strongest
bonds I’ve made as an adult, and this moment solidified it. It’s rare that I am surprised. I’m typically one that likes to scheme the surprises. So, when the Board pulled off a surprise baby shower in the middle of my agenda, I was shocked and flattered to say the least. It got me thinking about the element of surprise and how it adds so much to a meeting, event, or training session. Studies show that the element of surprise helps with learning. The stronger the response, the more likely the event is to be remembered and recorded in long-term memory by the brain. As someone who loves weaving surprises through events or training, here are a few thoughts on the topic: • Surprises can come in any size: Big or small, a surprise is still unexpected and creates the moment the brain wants to relive. Whether a small token people can keep or an unexpected image in a training module, don’t overthink it. If it makes someone smile, it is worth it. • Capture the moment: If the surprise is something you can capture by photo or video, make sure you do then send it out later to the participants. It helps bring them back to the event making the learning even more memorable. • Plan for the surprise: Don’t put the hard-hitting content at risk. If the surprise will take time, make sure it is factored into the training time or meeting agenda (and leave a cushion for laughter or fun). For example, when the CHART Board surprised me at our meeting, they submitted fake topics to the agenda to be sure we had time. • Add variety and tap into different senses: A surprise could be a playlist themed to the event, something to eat to give a break, or an event that gets people practicing what they just learned. During the surprise shower, we had cookie samplers, baby-themed music, and a hilarious game. Think about how this type of variety can add to your training event or even a module. I love a good theme as they are memorable and can easily connect to the learning. • Mix in the fun but make sure you fulfill the objective: This is about balance. Don’t have a game just to have one. Don’t add a funny element to a training just to be funny. Use humor, fun, and excitement to tap into the learner’s emotional response to the learning so they remember! The more surprised someone feels about something, the stronger their emotional reaction. When done right, it can create not only buy-in but also learning that sticks. We have so many surprises in life, so why not curate some that you know make people smile! Cheers to the unexpected, Rachel Richal
GLEAM MENTEE TESTIMONIAL
GLEAM MENTOR TESTIMONIAL
My GLEAM mentoring experience has been life-changing . One of my biggest takeaways from this experience is to continue to be my authentic self, be more transparent about my journey while remaining present as the path ahead of me unfolds. I learned to be 100% focused on moving forward even if the path seems unpaved. I have newfound confidence knowing that I have the support of a great mentor/friend and a vast network of GLEAMERS who are cheering me on. CLAIRE T. | DIRECTOR OF INNOVATION & PRODUCT DEVELOPMENT
I really enjoyed meeting someone else in the industry and helping them focus on their “One Big Thing.” Not only was it great to share some ideas on how they could accomplish this but also to learn from their ideas, best practices, and expertise. I think there was reciprocal value throughout the entire process. DOUG H. | MANAGING DIRECTOR
Check out gleamnetwork.net and indicate your initial interest in participating in the Fall Mentor Program.
Your CHART Board Candidates
View their Candidate Statements and Videos at chart.org > Scroll to Announcements Members who are eligible to vote will get voting instructions on July 5 via email.
Running for the Board and President-Elect Director, Franchise Training, Scooter’s Coffee Felicia White
Kelly McCutcheon
Alie Gaffan
James Frank Area Leader of Training, Raising Cane’s Chicken Fingers
Jennifer Belk White Director of Human Resources, Lumina Foods
Running for the Board and President-Elect Group Director of Training & Development, Whataburger
Senior Vice President of People & Culture, Pacifica Hotels
To get to know them a bit better, we asked them:
Getting to Know Your Orlando Conference Team
Conference Director
James Lee , Manager of Multimedia Design, Del Taco “Not to follow the status quo; it's way better to phone a friend to get assistance and differing views. Come to CHART for the learnings, but it's the friends (and soon-to-be friends) and colleagues that make and keep this association fresh!” Rona Lascano , Sr. Director of Training and Restaurant Support, A&W Restaurants “I learned about the Zappar App at my first conference over five years ago. It’s been a great tool that gives our team members access to videos and additional tutorials by scanning the code on printed job aids. One of the most scanned codes has been the video showing the disassembly and reassembly of our soft-serve machines, which has so many pieces and steps!” Registration Co-Director Audrey Benet , Director of Training, GuestCounts Hospitality, parent to Cuba Libre Restaurant & Rum Bar “It was out to dinner with Ashley Wright Helkenn where she correlated emotions in a restaurant to running away from a bear. It was mind blowing. Now, I think more about our primal actions and feelings when creating new training. It really feels like going back to basics in a way I have never done before.” Kim Evans , Director of Training, Hopdoddy Burger Bar “One of my biggest takeaways has been the importance of strategic planning. The segment shined a light on the need for succession planning and more leadership development. I’m already leveraging these new skills to create and implement a plan to elevate the leaders on our team.” Volunteer Co-Director Al Newman , Director of Training, Hungry Howie’s “CHART has taught me the importance of knowing your audience and staying laser-focused on them in everything you do.” Facilities Co-Director Hospitality Co-Director
Ashley Wright Helkenn , Director of Training Bonchon Korean Fried Chicken “Focus on the moments that matter – those that our teams will remember. Define those moments, discover ways to make them memorable, and tell those stories!” “From the Turning Training into an Event session with Kelly and Rachel in Seattle – an amazing process on rolling out items for impact. Treat the training like a concert or show to include: • Pre-event hype – leak some timely info that builds excitement • Opening Act – Casting call – Get the audience involved (teams or themes) • The Main Event – Design a theme • The Variety Act – How is the content delivered and who delivers • The Encore – Take something home with you” Registration Co-Director Keith Strew , Vice President of Learning & Organizational Development, Puttshack Allen Amey , Manager of Learning & Development, CTI Foods “I gained valuable information regarding franchisee relations and how to influence them to improve their internal training programs.” Hospitality Co-Director Anna Mason , Sr. Director of People Experience, A.Ray Hospitality “My bright idea from CHART came out of the Vegas Conference keynote from Tim Kirkland. His insight around today’s team member and how to hire attract and retain top talent completely changed how we approached the employee lifecycle. By focusing on engagement and investment in the team member that gives them skills and knowledge that not only benefit our company, but the team member in their future career, has been a gamechanger for us from a culture and retention perspective.” Communications Director Silent Auction Co-Director
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 Donate to the Silent Auction to Support Scholarships It’s time, and the need is great! Last year, we raised more than $12,000 to fund scholarships for aspiring hospitality students. It will be held at the Orlando conference. Let Jennifer Belk White, jenbelkwhite@gmail.com, know of your donation. Here are some ideas to get you thinking: • Restaurant company gift card • Hotel or summer home stay • Free speaking engagement Member News Angelina Sabatini and her husband, Brandon, joyfully welcomed a baby boy, Cayden Thomas William Burgoyne!
Scholarship Recipient, McKenna Voisin at CHART 102 Austin
• Any other idea you can come up with!
Brooklyn Colburn, Van Leeuwen Ice Cream Dan Volkenant, Ruth’s Hospitality Darcelle Taylor, Bread Alone Eliza Poehlman, Altamarea Group Elizabeth Guiseppe, Bojangles Eric Roberts, Gjelina Group Holly Stergulz, Fleming's Steakhouse Joseph Turner, Beyond Juicery + Eatery Marc Dzielinski, The Ritz-Carlton Matthew Bentsen, Bottleneck Management Nick Twining, Barrio Natasha Hodge, Shipley Do-Nuts Sean Parades, Black Seed Bagels Adam New, Gallagher's Steakhouse Hal Freeman, Charleston Place Hotel -Beemok Hospitality Welcome New Members from Opus Raffle
New Member Spotlight
How did you get into the hospitality industry? My very first real taste of hospitality happened in Lubbock, Texas. During college, I applied to work at a country bar. I started as a cocktail waitress, then moved up to bartender, and eventually a manager. The life skills I learned in that honkytonk bar will be with me for life! After I graduated, I worked for an eLearning company who served over 20 industries, hospitality being a big part of my projects. What has been the most unexpected moment in your training career so far?
Kristin Broadhead Director of Learning & Development, Sonesta Hotels
What is the most impactful thing you have learned about training? The most impactful truth I’ve learned from my career in training is that there is no such thing as common sense. Everything that we know has either been taught to us or was a learned behavior from others! In my bartending/manager days I was sent to the Virgin Islands for a summer to assist in training employees. Island life (and training island employees!) is much different there than I had ever experienced.
A Pivotal Event for You and Your Company
at the Rosen Plaza Hotel
Keynotes
The Inclusive Leader: Drive Productivity, Processes, and Profits
Get More Yes: Ignite Your Influence
View from Above: Restaurant Business 2022 Restaurant Leader of the Year
Dr. James H. Pogue, CEO, JP Enterprises, Inclusive Leadership Assessment TM
Erin King, Keynote Speaker, Bestselling Author, Founder, Get More YES Media
Claudia San Pedro, Head of Inspire Brands Limited Service Category, President, Sonic Drive-in
Highlights of the Orlando Conference
• BREAKOUTS: Thought-leadership experts lend fresh perspectives 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
No CHART Conference Would be Complete Without
• 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 • 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 career
Registration is Open Now!
Hospitality-specific Content by Hospitality Trainers for Hospitality Trainers
5 Rounds of Breakouts in Key Topics
• Technology & Artificial Intelligence • Training Skills & Certifications • Effective Instructional Design • Authoring Tools
• High-performing Teams • Interpersonal Communication • Diversity, Equity & Inclusion • Leadership & Culture
• Retention & Engagement Strategies • Talent Acquisition & Onboarding • Upskilling & Career Pathing • Change Management & Agility
Including these, and more!
Tech for the Rest of Us: AI Foundations Donna Herbel, FPM, SPHR, CEO and Chief Igniter, Blue Phoenix Learning Train to Retain! How to Bring in the Best Talent – and How to Keep Them Kate Stiteler, CHT, Director of Training, Sonesta Hotels Implementing a Framework for Developing Engaging and Effective eLearning Bob Duprey, Founder, Restaurant Playbooks Felicia White, Director, Franchise Training, Scooter’s Coffee Engage, Educate, and Empower your Team! Alie Gaffan, Senior Vice President of People and Culture, Pacifica Hotels Myisha Smith, Corporate Director of Training, Pacifica Hotels Our Diversity Is Not the Same as Their Diversity Audrey Benet, Director of Training, GuestCounts Hospitality Joanne Goodman, Professor, Hospitality & Tourism Management, Valencia College Owning Your Own Career Development Kendall Ware, CFE, CHT, Keynote Speaker, Former President of Cinnabon
Keepers of Hope: Leveraging Hope-centered Leadership for Engagement and Results Donna Herbel, FPM, SPHR, CEO and Chief Igniter, Blue Phoenix Learning The Magic of Engagement through Storytelling David Kreitlow, Director of Training, Weinerschnitzel Paul Miramontes, Senior Training Specialist, Weinerschnitzel Matthew Steele, Manager of Training and Development, Weinerschnitzel Become a Strategic Business Partner Kelly McCutcheon, Group Director of Training & Development, Whataburger Aviate, Navigate, Communicate: Piloting Pathways to Success Yvonne Lloyd, Product Manager, ServSuccess, National Restaurant Association AI on the Frontline: The Future of On-the-Job Training Brad Stutzman, Head of Growth, PlayerLync Worst. Training. Ever. (Even worse than last year!) Jennifer Belk White, SPHR, SHRM-SCP, HR Director, Lumina Foods
MS Teams: One Application to Rule Them All Bobby Underwood, Director of Training, Company Operations, Little Caesar Enterprises Inc. Bears and Body Language: Reaction Saves Lives Ashley Wright Helkenn, MBA, MSML, Director of Training, Bonchon Korean Fried Chicken Creating a Culture of Being “In” Training Corban Nichols, Director of Restaurant Excellence & Training, Piada Italian Street Food The “ATE Steps” of Designing Energizing New Hire Learning Programs Kathryn Harris, M.Ed., Corporate Director of Learning & Development, PCH Hotels & Resorts Making Learning Stick: Best Practices for Training Effectiveness Clay Hosh, Principal Instructional Designer, ServSafe, National Restaurant Association Yana Keyzerman, CHT, Sr. Manager, Content Development, National Restaurant Association Improving Retention Through Brand Immersion Christopher Auteberry, Director, Commercial Learning and Development, Americas, Hyatt
Positive Culture Impacts Employee Retention James Frank, Area Leader of Training, Raising Cane’s Chicken Fingers
See the agenda and session descriptions at chart.org > Upcoming Conferences
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