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August 28, 2015

 In This Issue

  • Simple Behaviors Help Hotels Wow Guests, Co-Workers
  • Nix the Talking Heads for More Engaging Training Videos
  • Monique Donahue Appointed to New Education Strategist Position

Welcome to our New CHART Partners

 View Press Releases online.

People Forward

 World Manager

4th Free Webinar in Series 

Quick Bites - Developing Your People in 5 Minute Focal Points
Wednesday, October 14
1:00 pm EST
Morreen Rukin Bayles, Creative Restaurant Solutions, will present this webinar. Register today at:

Jim Knight, PeopleForward, will present our final webinar of the year on December 9.


T3 Conference

#CHARTSeattle - February 20 - 23 
Coffee Alone BrandmarkREDUCED 

Regional Training Forums

Learn and share locally with your hospitality peers at one of our Regional Training Forums (RTFs).
September 9: New England
September 11: Orlando, FL
September 15: N. CA
September 15: Dallas, TX
September 23: New York City, NY
September 24: Minneapolis, MN
September 30: Houston, TX
October TBD: S. CA
October 8: Chicago, IL
November 5: Phoenix, AZ
November 5: Atlanta, GA

View our online calendar for the latest news. #CHARTrtf

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We interrupt your regular programming with insightful and sometimes amusing posts from your peers.  Read and enjoy these recent posts to the member blogs on CHART's Home Page!

Simple Behaviors Help Hotels Wow Guests, Co-Workers
by Calvin Banks, Director of Training, The Broadmoor

During an employee orientation at a large resort/conference hotel where I once worked, the general manager raved about his experience at a local, very casual restaurant with doors for tabletops, chicken-fried steak on the menu and a BYOB policy. His expectations of the place were very low when he walked in, but then he proceeded to tell our new employees how this humble restaurant blew him away with its customer service.

High-performing organizations, such as Disney and Ritz-Carlton, are well known for exceptional customer service, but any organization can stand out from the competition by emulating what I call the service non negotiables.  Read More.                              



Nix the Talking Heads for More Engaging Training Videos
by Mark Boccia, Senior Director, Global Operations Training, Marriott International                              

It's OK to admit it. Property managers can't relate to our corporate training videos and often are skeptical of them. "That will not work in my property with my employees," they'll say. And for associates, that skepticism is likely even higher. Training videos tend to not be realistic or particularly effective because they use scripted talking head actors and show only the latest, greatest properties. 

We can do better. There are hundreds of cable TV reality shows and other sources of inspiration for the next generation of training videos. 
 Read More

 monique donahue
Monique Donahue Appointed to New Education Strategist Position

The Council of Hotel and Restaurant Trainers (CHART) is proud to announce that Monique Donahue has been appointed to the newly-created position of Education Strategist. This two-year volunteer position is responsible for developing and implementing a strategy to keep CHART’s hospitality training competencies up-to-date and relevant for its members, overseeing the evolution of CHART’s educational platform, and ensuring that the focus of that platform is incorporated into all aspects of the organization’s learning opportunities.

Jason Lyon, CHART president, commented, “Monique’s strong background in the field of instructional design, learning and professional development, and technology-based education made her the perfect candidate for this new role.”.  Read More. 

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