Virtual RTF  Please register in advance.

The PSychology of Memorable PService

Presenter: Kathryn Harris, Corporate Director of Learning & Development, PCH Hotels & Resorts

This CHART Regional Training Forum will not be your typical session. It’s not about what, or how, Learning & Development can teach employees on elevating their PService skills through training. Rather, the focus will be on what Learning & Development can learn from them!

During 2022, PCH Hotels & Resorts, Alabama’s largest hospitality employer, achieved the following prestigious accolades:

1. Autograph Collection “Hotel of the Year”
   The Grand Hotel Golf Resort and Spa, earned this prestigious best-in-class award amongst 142 other North American Autograph Collection hotels & resorts.
2. JW Marriott Jr Award for Outstanding Guest experience in ALL hotels.
3. Marriott’s Food & Beverage Award for Outstanding F&B in ALL hotels.
4. Number One Guest Ranked Company that Operates Eight or More Premium and Luxury Hotels

Anecdotally, when my mother visited Alabama for the first time and toured through several of our hotel locations, she mentioned how amazing our associates were, with respect to PService. She further stated how I must be doing a good job with training them. I quickly responded to her that I had nothing to do with her perception – it is in our associates’ DNA! From the housekeepers, to the president of our company, I have learned so much about PService. I can truly say, after 27 years as a Learning & Development Leader in the Hospitality industry, I am a better person as a result of being a part of this organization.

Our tagline is Hospitality with Heart & Soul. My purpose is to do the research on how to translate the meaning of this tagline to others in order to embed it into our culture through learning.

I am looking forward to sharing some of this research with others to keep memorable PService at top of mind – in our hotels, in our homes and within our communities. We see a lot of memes on social media about kindness – let’s bring it to life through learning!

Since this is a virtual event, all hospitality trainers are invited to attend, regardless of your geographical location. Please register here: https://pchresorts.zoom.us/meeting/register/tZcofu2urz4pGNZUIGHW6tlAV8agr59_OB31