P.F. Chang’s

My Leadership Lens: Field Partnership Fuels Better Performance

Learning in the hospitality industry is customer-centric and we serve our customers as our team members. Your L&D strategy is based on that framework—I support you, so you take good care of the guest. It’s not about me; it’s about the field’s needs and what tools they need to perform effectively.

The L&D team at P.F. Chang’s has been in the field for many years, and we continue to work in the field, understanding roadblocks and even helping overcome them on a daily basis.

By understanding and partnering, you not only develop content, but you also choose the most effective delivery method! By keeping these people in their most impactful positions, hospitality runs on guest engagement and revenue-driving focuses. Using tools like your LMS and other digital platforms to get learning directly to the learner is the way forward.

While L&D is a leader in learning, we know not much about successful restaurant operations and must depend on passionate leaders and high performers. Despite economic challenges and burnout, these field leaders encourage their peers to take part, highlighting the benefits and the feasibility of completing the learning.

At the end of the day, you need to be humble about your approach. If you get some training right, your organization and team will see great success. If it is the wrong content, delivery, or time to address, the training can fall flat. Try again, and remember you are only learning.

What I Hold Onto: Clarity Amid Constant Change

The ability to adapt quickly to business changes and the delivery of content to frontline teams is equally important in a fast-paced environment.

In a rapidly changing environment, strategy and initiatives change daily, and L&D delivers them to the field.

• What content changes regularly vs. what is static?

• Are teams able to access crucial information in the best place, and are updates quick?

• What’s an easy way to deliver updates (in the flow of work)?

Using digital delivery, outdated SOPs or printed materials can be pulled back quickly in the field. Next, evaluate how you deliver the training. Printed training is hard to find, but a digital platform makes it easy. Deliver updates to a computer program the team is already using. Be brief, actionable, otherwise critical changes will be buried.

In addition, your team should move at a different pace, so you should think about how you can accomplish impactful work without driving them to burnout. Using AI can automate and consolidate the process. Using text generators for storyboard generation. Using chat boxes for feedback collection. AI is a useful instructional design tool, but be aware of your organization’s policy.

Finally, ensure psychological safety for your team, and those you support. When priorities shift, confusion will set in. Be clear with your direction, and show empathy when frustration arises. Respond to field inquiries with grace, and reaffirm their commitment and hard work. Low visibility will settle, but a confident leader must navigate it.

What’s Taking Shape Next: AI Won’t Replace Discernment

Using avatars to practice real-life situations in a safe environment, AI can create videos, images and voiceovers. A good beginning requires research, instructional design structure and content creation.

“ Your L&D strategy is based on that framework—I support you, so you take good care of the guest. It’s not about me; it’s about the field’s needs and what tools they need to perform effectively. “

Before using AI tools, ensure alignment with your company’s policies. AI has different subscription and security levels.

Try voiceover generators or chatbots first for storyboard text and AI for evaluation (e.g. “view this poster like a graphic designer”).

I heard great advice about how to spot AI. AI can help you deliver high-quality training faster, but it’s still stigmatized as a laziness tool. L&D professionals vetted all work and contributed to its creation and the company pledged to continuously improve learner experience.

Remind your team that AI is not the entire machine. We don’t build houses with rocks and sticks anymore! Ask your team for new ideas and uses of AI, as well as ways they’re improving their work. As we navigate this new era of learning technology, social learning is crucial.

Measuring Outcomes: Training Should Strengthen Business Performance

In L&D, engagement surveys, NPS scores, and completion rates are the common language. With costcutting measures constantly being evaluated, L&D needs to position itself as a profit-generating center. How does this relate to the business’s almost exclusively dollar signs?

Remind yourself frequently—we are not here to only deliver great learning content. L&D exists to drive the business; we simply do it through delivering great learning content!

Describe L&D initiatives differently to highlight business metrics rather than L&D metrics. Developed a new learning about elevated hospitality? Conduct an employee efficiency workshop in-shift? Show how it increases sales.

Are CEOs who talk about a 10B profit increase audacious? NO! They are audacious! With confidence and courage, they lead the business in the right direction.

If you do not see the changes promised, you should take action. Don’t let the executive ask you why.

Measure success by changing your operations metrics and training your field leaders.

Think beyond L&D and our usual measures to what impact we make on the business as a whole. And be your Team’s best marketer, advocating for your impact. Show how your flexible and dedicated team drives business performance every day.

Wisdom from Experience: Lead With Voice and Courage

Make yourself and your team stand out. No one gets a seat at the table without working hard.

A great deal of wisdom? Commitment?

It begins with having a strong voice and taking calculated risks. Being a leader starts with navigating uncomfortable conversations.

Creating and maintaining a mentor/mentee relationship online will give you an additional voice in leadership discussions.

When faced with new challenges, be innovative and ask for additional responsibilities. Never bring a problem without a solution.

Balance work-life by growing yourself and your reputation.

Lastly, let your voice be heard. Be reliable, calm, respectful, joyful, funny and reassuring, especially when someone seems uncomfortable. Also, be vocal at meetings.

Developing your style and confidence will take time, but practice makes perfect. Set small, attainable goals that you can achieve this week.