At a glance
Format
- In-person or virtual
- Half-day or full-day, based on your needs
- Priced per class, with reasonable attendance caps
Who should attend
Each class is built around your needs, so the depth of the content fits the room. We work together to shape the content around your successes and challenges, develop your people, and build stronger teams.
What we cover
Sample outline. The full syllabus is in development, and every class is tailored to your team before we start.
Standards everyone owns
Precision comes from standards the whole team holds, not one person enforcing them.
- Lessons from The Old Guard on rehearsal, inspection and pride in the detail
- Turning your property's standards into something the team checks itself
- What "done right" looks like for each role
Roles, cover and the person next to you
Know your job, and know enough of your neighbor's to cover it.
- Clear roles and who covers whom during peaks and call-outs
- Cross-training that actually sticks
- Exercise: running a rush with one person missing
Trust under pressure
Keep the team steady when the house is full and something breaks.
- Calm communication in a crisis
- Leaders who stay on the floor and set the tempo
- Recovering as a team when a guest experience goes wrong
The after-action review
Learn from every shift, without blame.
- A short military-style after-action review: what was supposed to happen, what happened, why, what next
- Running it in five minutes at end of shift
- Turning lessons into updated standards
Your team leaves with
Tools in hand
- A role and coverage map for peak periods
- An end-of-shift after-action review format
- Team-owned standards checks for each department
- A shared commitment the team wrote together
Other classes
How Teams Communicate · Sales Enablement
Classes can be booked on their own or combined into a one- or two-day program.
Your instructor
Greg Werner
Twenty-plus years in hospitality and tourism operations: GM through a full remodel, Director of Food & Beverage, regional B2B sales and destination marketing. U.S. Army veteran of the 3d U.S. Infantry Regiment (The Old Guard), MBA, and college business instructor.