May 5, 2015

 In This Issue

  • Puttin' on the Ritz
  • How Net Promoter Score Can Help Improve Staff Training


Check out all the sessions on the agenda for #CHARTNOLA.  Join 300+ peers this summer in New Orleans at our 90th Hospitality Training Conference. More details posted online. 

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CHART Strong at NRA Show 

CHART has a very powerful speaker presence at the upcoming NRA Show in Chicago. Come support and network with your CHART friends.

 NRA Show 30 reduced 2015

3rd Webinar in Series 

Not Your Father's Leadership
Wednesday, June 10 
1:00 pm EST

Learn at your desk as John Isbell shares helpful tips on keeping your employees engaged and improving your leadership qualities.
 More details and registration information at:

Future webinars are planned for:
August 12
October 14
December 9

Regional Training Forums

Learn and share locally with your hospitality peers at one of our Regional Training Forums (RTFs).
May 12: Dallas, TX
May 12: S. CA
May 15: Orlando, FL
May 19: N. CA
May 21: Washington DC
June 27: Detroit, MI
September 18: Orlando, FL

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!

                        Yearout Square 200
Puttin' on the Ritz
by Patrick Yearout, Director of Training and Recruiting, Ivar's Restaurants
do you measure the quality of a hotel?  For some people, it has to do with the physical elements of the property: spacious guest rooms, lavish decor, or thick walls to keep noise at a minimum.  For others, it has to do with the amenities: luxurious linens on the beds, 24-hour room service to cater to their every whim, or an upscale spa where they can melt away their cares.  And for some guests, it has to do with the location; they want something that will be within walking distance to a city’s stores, restaurants, and nightlife.

Luckily for us CHART members, the Ritz-Carlton in New Orleans is wonderful no matter how you measure it.  This property, the site of our 90th Hospitality Training Conference this summer, is located right in the heart of The Big Easy, only a block away from the world-famous Bourbon Street and surrounded by restaurants with delicious Southern cuisine.  The rooms at the Ritz-Carlton are amazingly appointed, with large comfy beds that you will want to take home with you, and the building is filled with a classic elegance that you don’t often find in newer hotels.  Read More.                              



How Net Promoter Score Can Help Improve Staff Training
by Colby Hutchinson, Hospitality Management Trainer, Best Western                                   

Net Promoter Score (NPS) is a widely recognized standard in benchmarking “intent to recommend” and an effective way to evaluate guest feedback and engage in meaningful dialogue about areas of improvement. Have you ever considered taking NPS into the evaluation of your training? If not, I suggest that you do. This simple step has the ability to better align training with business objectives and give employees a voice in creating meaningful improvements in training.

You know the snapshot. Trainers conduct a class and hand out “smile sheet” evaluations to trainees at the end. These do little more than evaluate how employees feel coming out of the room, or make the trainers feel good (or bad) about themselves. Yes, we are collecting feedback, but rarely does it involve honest and substantive feedback that we actually use for Level 1 change.

From a technical perspective, taking NPS into training evaluations is pretty straightforward and involves changing your evaluations to a 10-point Likert scale, including “intent to recommend,” and adding some new open-ended questions designed to identify strengths and weaknesses. The organizational perspective, however, goes beyond the straightforward and includes many benefits: . Read More

 donna herbel meme
"Why I CHART" Video
by Donna Herbel, Director of Training and Development, Perkins & Marie Callender's, LLC
In less than 25 seconds, Donna shares "Why I CHART."  View Now.


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