4.89/5
Rated a valuable use of their time
Modern Leader in Hospitality
Service is not hospitality. Management is not leadership.
The Role of the Modern Leader in Hospitality is a live, on-site workshop that delivers real results for your resort, hotel, or restaurant.
15 years of leadership development experience
Thousands of leaders trained across the world
100% of participants would recommend it
In a market flooded with options, your brand needs your people to help it stand out in order to thrive.
Your people will walk away with:
A Common Language for modern leadership in hospitality, so every manager means the same thing when they talk about it.
A Simple Model focused on both people and performance, not one at the expense of the other.
A Conversation Model for having the difficult conversations leaders too often avoid.
Clarity on Standards of performance, and how to hold people accountable to them.
Energy and Excitement in the room that boosts morale and engagement.
Teamwork, Multiplied, as leaders learn to elevate the people around them.
The Problem
Great hospitality doesn't happen without leadership.
01Your best server gets promoted into a supervisor role with no training on how to lead people.
02Turnover among shift leads and department heads runs higher than it should, and it's expensive to keep replacing them.
03Guest experience depends on who's working the shift, because the standards are consistent but the leadership behind them isn't.
04Your strongest performers quietly disengage under managers who were never taught how to lead them.
05Your people are only trained in service, not hospitality. They're only trained how to be a manager, not a leader.
15 Years of Proven Results
This isn't a new framework. It's a proven one, tailored for the service and hospitality industry.
For 15 years, this leadership framework has helped organizations turn managers into leaders. The content in this program reflects that same approach — adapted specifically for resorts, hotels, and restaurants.
20%
average reduction in voluntary turnover among client teams
50%
average increase in positive customer reviews
15%
average increase in employee engagement
What happened when we brought it to Pinehurst Resort
4.93/5
Likely to implement what they learned
100%
Would recommend the session to others
200+
Leaders across 4 sessions at Pinehurst Resort
“I've always been one to say that sessions like these are a chore. This left me vitalized and inspired. Today was the day I was supposed to be off. Now I can't wait to go into work to share what I have experienced.”
The Model
Modern Leaders Must Get This Right.
A modern leader is someone whose actions elevate others — holding two responsibilities at once, people and performance, on two timelines: leading now, and leading the way forward.
Is This Right for Your Team
This program is built for you if:
— Your managers deliver great service but struggle to lead people.
— Turnover among supervisors and shift leads is higher than you'd like.
— You're promoting your best performers into leadership with no training to back it up.
— Guest experience is inconsistent depending on who's working the shift.
— You want a leadership program built for hospitality, not generic corporate training.
The Format
Delivered on-site, built for people who can't leave the floor for long.
01
Customized to You
We interview key stakeholders and add customized examples and tools to match your resort, restaurant, or place of work.
02
Live, On-Site
We deliver an in-person workshop at your property using real scenarios from your operation, not generic case studies. Most sessions run under an hour and a half.
03
Experience Results
Enjoy the fruit of more referrals, increased sales, and happy, delighted customers.
Who Delivers It
Facilitated by leadership practitioners, not theorists.
John Eades
Facilitator
Author of Building the Best and Optimistic Outlook. Has facilitated thousands of workshops, with feedback consistently ranked alongside some of the best facilitators in the world.
Chris Visami
Facilitator
Author, coach, and former professional athlete. His sessions are raw, authentic, and move people to action. Chris's feedback consistently ranks alongside some of the best in the world.
A train-the-trainer option is also available, so your own trainers can deliver the program without us on-site.
Common Questions
What to know before you reach out.
How is this different from the service training we already do?
Service training teaches standards and scripts. This teaches the leadership behavior that makes those standards stick — the difference between a supervisor who enforces a checklist and one whose team actually wants to follow them.
What does the program actually include?
A live, on-site workshop delivered in less than an hour and built around what great modern leaders do, using real scenarios from your property.
How many people can attend?
Most sessions are under 50 leaders, and they can be run concurrently. We'll scope the format to your group size, from a single department to a full property.
Can we start smaller before committing to the program?
Yes — we can start with a single session to see how it lands with your team before scoping a full rollout.
What does it cost?
Pricing depends on group size and format. Fill out the form below and we'll follow up with a proposal.
A great manager isn't automatically a great leader. Now yours can be.
Bring It to Your Property
Let's build your leaders into the reason guests come back.
Tell us about your property and your team. We'll follow up with the full program outline and a proposal built around your group size.
A live conversation about your leadership gaps — not a canned pitch.
A sample outline from the Pinehurst Resort cohort.
The option to start with a single session before committing to the full program.