Best Practices and up to the minute news on Customer Experience Management and Service Excellence
Best Practices and up to the minute news on Customer Experience Management and Service Excellence
I’ve spent over two decades in education — first as a teacher and later as a department director — writing curriculum for thousands of students. Along the way, I discovered that the art of curriculum design isn’t confined to the classroom; it’s a powerful tool for shaping the business leaders of tomorrow.
Leadership programs can be game changers, driving motivation, retention, and brand reputation. Companies like Chick-fil-A with its renowned Leadership Development Program, the Disney College Program, and Modus (lifestyle division of PM Hotel Group, voted one of 2023’s Top Workplaces by The Washington Post) have all proven that investing in employee development produces big results.
According to Harvard Business School, leadership training supports “effective communication, decision-making, and problem-solving.” These programs also attract and retain employees — roughly half of all applicants consider it when choosing a job.
What’s even more significant is that organizations that don’t offer some sort of leadership program are missing an opportunity to help employees fill essential positions, especially when the service industry is notorious for its labor shortages.
In 2023, 6 in 10 HR managers said their greatest challenge in hiring was a “lack of qualified candidates.” So why not develop the candidates you need right within your own company?
Leadership training isn’t just a nice-to-have — it’s a necessity for companies in the hospitality sector. The same curriculum-writing strategies used in formal education can help you deliver winning lessons in leadership.
I firmly believe that the principles behind successful classroom lessons apply to corporate leadership development. Approaching curriculum design as a teacher means you’re not just delivering content; you’re engaging, inspiring, and equipping people with tools for success.
Designing such a program might seem daunting, but remember that the initial version is just a starting point. Over time, updates will keep your program current with today’s workforce.
So how do you create a leadership program that resonates? When I set out to design lessons for my students, I learned three core principles that translate perfectly to leadership programs. If you’re just starting out, don’t worry — planning lessons isn’t as intimidating as it sounds. Here are some practical pointers to get you started:
In my early days as a teacher, setting clear objectives was essential. What does success look like for your students? Is it gaining practical skills? Supervising team members? Becoming a loyal brand ambassador? For a leadership program, define what you want to achieve. You can focus on decision-making, communication, or emotional intelligence. Or maybe you want to create managers that are cross-trained and ready to perform quality control at other locations. By setting measurable goals, you create a roadmap that guides both the curriculum and the participants’ progress.
A curriculum must deliver tangible results. Writing assignments are helpful when tackling a subject for the first time, but after that, it’s time to put new knowledge to use. Role-playing exercises and case studies help reinforce concepts, evaluate progress and provide concrete benchmarks for success. Just as I’d have my students demonstrate their understanding through visual presentations and creative projects, your program should include activities that yield measurable outcomes.
No learning process is complete without reflection. Regular review sessions allow participants to discuss what they’ve learned, give feedback, and suggest improvements. In my classrooms, reflective discussions were the heart of continuous improvement; in a leadership program, they help maintain a dynamic, responsive curriculum. There’s nothing like an energetic group discussion, but make sure to meet with participants one-on-one. And don’t forget about the classic test or quiz. Tests are invaluable when gauging what information has stuck.
The beauty of curriculum design is that it’s never set in stone. The initial framework you develop is merely a starting point. Over the years, as trends shift and your team evolves, you’ll need to revisit and update your materials. What works today might need tweaking tomorrow.
Embrace change, and view each adaptation as an opportunity to refine your program and make it even more relevant.
Creating a stellar curriculum is only half the battle. The other half is selecting the right people and nurturing their growth.
Not every employee will be ready for the leap into leadership, and that’s okay. The selection process should be designed to identify not only past performance but also potential. Look for individuals who are eager to learn, demonstrate resilience, and show potential for growth.
Look for individuals who demonstrate a strong desire to grow, a passion for teamwork, and the kind of resilience that is necessary for leadership roles.
Once you have your applicants, support them through mentoring, continuous training, and clear career progression paths. Start by assigning small responsibilities that build confidence over time. I know for a fact that “rewarding” enthusiasm with a bunch of extra work is a sure way to disappoint. Celebrate each success so that your promising students not only feel appreciated but are also motivated to keep doing more.
Every guest interaction can shape your brand. Leadership is not just about managing teams — it’s about inspiring them. By applying the tried-and-true principles of curriculum design from the classroom, you can create a leadership program that’s both engaging and effective.
Remember, it’s not about getting everything perfect on the first try. Aim for creating a solid roadmap that leads to your desired outcomes.
Once you have your curriculum in place and successful lessons under your belt, don’t forget to advertise your success! Post about the program on social media, and build out a landing page on your business website dedicated to providing more information. Employee testimonials bring authenticity to the content, so don’t forget to feature graduates of your program.
Whether you’re running a restaurant, managing a hotel chain, or building a brand from the ground up, investing in leadership development is an investment in your company’s future, your employees’ growth, and ultimately, in the guest experience you deliver every day.
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