Jim Knight – Culture, Branding and Customer Service Catalyst

Jim Knight - Culture, Branding and Customer Service Catalyst

Feb 13, 2015
7:30 AM - 9:45 AM

Carmel Country Club
4735 Carmel Rd
Charlotte, NC 28226

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A training and development veteran for 30+ years, Jim Knight facilitates on a variety of interactive topics, including sessions around organizational culture, world-class service, employee engagement, internal branding and performance management.

Jim cut his teeth in the training field through the hospitality industry, starting out as a restaurant staff-level employee for Olive Garden and Hard Rock Cafe.  He eventually became the head of the School of Hard Rocks, running point on all training and development functions for Hard Rock International.

Although part of a small training group that supported all cafe, hotel and casino properties, Jim Knight’s role at Hard Rock involved many facets of organizational training, including creating/managing all staff and management training materials and programs, facilitating its corporate university, overseeing management training locations, producing training DVD’s, directing company e-learning initiatives, facilitating leadership transitions and traveling to property locations to deliver on-site classes and measure standards.

Jim has put his experience and creativity to work, which has consistently developed cutting-edge training concepts.  During his time with the Hard Rock brand, his team won coveted Telly Awards in 2000 for their guest service video, took top honors in 2007 for their menu rollout video, garnered Training Directors Forum’s 1998 prize for “Reengineering Training” and won Brandon Hall’s Gold Best in Class Award for their “Service Recovery” e-learning course. Jim Knight was also recognized by Training Magazine as representing one of the Top 125 training companies in the world, out of all industries and businesses.

Jim has a music degree in Vocal Performance and Education and taught in the Florida public school system for 6 years, before catching the “hospitality bug.”  He is a long-time member of CHART (the Council of Hotel and Restaurant Trainers), previously sat on the Certification Governing Board of the National Restaurant Association and started a local networking group with over 100 active members in Central Florida, to share best practices and discuss common issues with other industry professionals.  Networking is a big part of his success.

He is now the CEO of Hospitality On Point, which is a business solutions company providing organizational expertise to the restaurant and hotel industry.