Q: It seems like our training is not as effective as it should be. How do I make my training investment pay off?

A: There is a clear industry slide downward in service over the last few years. There is likely one culprit—understanding the “why” of hospitality. Effective training needs to focus on understanding not imparting knowledge. Employees can know a lot about something but not really understand the important reason behind it. Why do you want them to offer appetizers, beverages, special entrees, dessert, a legitimate greeting and thank you? Why do you want excellent product quality prepared quickly? Click here to read more »