Jim Knight

Speaker, L&D


Jim Knight

Service and Culture Expert

Jim Knight delivers presentations that rock. After cutting his teeth in the hospitality industry, starting out as a restaurant staff-level employee for the Olive Garden and the Hard Rock Café, he eventually became the head of the School of Hard Rocks, running all global training and development functions for Hard Rock International. A training and development veteran for more than 30 years, Jim speaks and facilitates on a variety of topics, including organizational culture, world-class service, employee branding, performance management, philanthropy, facilitation training, and leadership skills.

Knight’s role at Hard Rock involved many facets of organizational training, including creating and managing all staff and management training materials and programs, facilitating its corporate university, overseeing management training locations, producing training DVDs, directing company e-Learning initiatives, facilitating leadership transitions, and traveling to property locations to deliver on-site classes and measure standards.

During his time with the Hard Rock brand, Knight’s team won the coveted Telly Awards in 2000 for their guest service video; took top honors in 2007 for their menu roll-out video; garnered Training Directors Forum’s 1998 prize for “Re-engineering 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.

Knight has been featured in Forbes, Inc., Entrepreneur, Business News Daily and Fox Business News. In 2015, PCMA recognized Knight as one of the “Top 5 Speakers to Watch.”

Knight has a music degree in Vocal Performance & Education and taught in the Florida public school system for six years, before shifting his career in hospitality. He is a long-time member of 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 (The Training Summit) with over 100 active members to share best practices and discuss common issues with other industry professionals.

Jim Knight is also the author of Culture that Rocks: How to Revolutionize Your Company’s Culture, recently featured in Entrepreneur  as one of the Top Business Books to Read. A portion of Jim Knight’s book and speaking proceeds goes to the No Kid Hungry campaign to eliminate childhood hunger.


Culture That Rocks: How to Amp Up or Revolutionize Your Company's Culture

This interactive session is effectively designed to highlight best practices to amp up or revolutionize a company’s culture in all areas of the business.

Learning Objectives will include how to:

  • Develop, influence and execute strategies for managing organizational change that balances the expectations and needs of the organization, its employees and other stakeholders
  • Facilitate the development & communication of the organization’s core values, vision, mission and ethical behaviors
  • Reinforce the organization’s core values & behavioral expectations through modeling, communication and coaching
  • Brand and market the organization to potential qualified applicants
  • Develop and implement orientation and onboarding processes for new hires
  • Develop and implement employee retention strategies and practices
  • Develop and implement succession planning process
  • Develop and implement selection procedures
  • Manage the placement of high potential employees
  • Develop, select and implement employee training programs that increase individual and organizational effectiveness
  • Develop and implement talent management programs that include assessing talent, developing career paths and managing the placement of high-potential employees
  • Provide coaching to managers and executives regarding managing organizational talent
  • Asses organizational climate by obtaining employee input
  • Develop and implement employee relations programs that promote a positive organizational culture

Key Unique Concepts will include:

  • A clear-cut definition of Culture (finally!)
  • Hiring “Rock Stars”
  • Designing Cultural Collateral
  • Effective On-Boarding Processes
  • Virtuous vs. Vicious Cycles
  • The Emotional Bank Account
  • Service Differentiation
  • Increased Value Proposition
  • Employee Engagement
  • Leadership & Accountability
  • Philanthropy

The time allotted is chock-a-block full of visual PowerPoint slides, out-of-the-box thinking, book quotes, videos, personal stories, industry statistics, case studies, an online audience response tool and an interactive handout for some real “take aways”…all told through the spirit of Rock ‘n’ Roll.

If you’re a fan of unpredictability and thinking about things differently, come hear what all the noise is about.

 

Service That Rocks: How to Create a Differentiated Experience to Deliver Sustainable Results

This interactive session is effectively designed to highlight best practices to amp up or revolutionize a company’s customer service culture. The end-result of everyone who attends is to ultimately provide such unbelievable guest obsession about a product or service approach, that it demands for consumers to come back for more. This requires differentiation from that of your competitors.

Learning Objectives will include how to:

  • Interpret information from external sources related to general business environment, industry practices and developments in order to contribute to the development of the organization’s strategic plan
  • Develop, influence and execute strategies for managing organizational change that balances the expectations and needs of the organization, its employees and other stakeholders
  • Reinforce the organization’s core values & behavioral expectations through modeling, communication and coaching
  • Brand and market the organization to potential qualified applicants
  • Develop and implement orientation and onboarding processes for new hires
  • Develop and implement selection procedures
  • Develop, select and implement employee training programs that increase individual and organizational effectiveness

Key Unique Concepts will include:

  • Embracing a Differentiated Service Mentality
  • Creating Raving Fans
  • Becoming Guest-Obsessed
  • Building Mental Shelf Space
  • Increasing Value Proposition
  • Avoiding Acceptable Mediocrity
  • Hiring “Rock Stars”
  • Virtuous vs. Vicious Cycles

The time allotted is chock-a-block full of visual PowerPoint slides, out-of-the-box thinking, book quotes, videos, personal stories, industry statistics, case studies, an online audience response tool and an interactive handout for some real “take aways”…all told through the spirit of Rock ‘n’ Roll.

If you’re a fan of unpredictability & thinking about things differently when it comes to selling a product or delivering a service, come hear what all the noise is about.

Performance That Rocks: Managing Your Brand Ambassadors

One of the hardest things you may do is impact & influence the performance & behaviors of others. In most companies, this is where the rubber meets the road. Often overlooked, this leadership session is the means by which you attain great results…through your employees. This interactive session focuses on managing people and developing the performance of others.

Learning Objectives will include how to:

  • Reinforce the organization’s core values & behavioral expectations through modeling, communication and coaching
  • Create and update job descriptions
  • Develop and implement selection procedures
  • Develop and implement orientation and onboarding processes for new hires
  • Develop and implement employee retention strategies and practices
  • Develop and implement succession planning process
  • Develop, select and implement employee training programs that increase individual and organizational effectiveness
  • Develop and implement talent management programs that include assessing talent, developing career paths and managing the placement of high-potential employees
  • Develop, select and evaluate performance appraisal process to increase individual and organizational effectiveness
  • Provide coaching to managers and executives regarding managing organizational talent
  • Asses organizational climate by obtaining employee input
  • Develop and implement employee relations programs that promote a positive organizational culture

Key Unique Concepts will include:

  • The Employee Life Cycle
  • Virtuous vs. Vicious Cycles
  • Hiring & Retaining “Rock Stars”
  • Designing Cultural Collateral
  • Creating an Army of Giants
  • Performance Tools
  • The Basic Change Model
  • Circle of Influence vs. Circle of Concern
  • The Emotional Bank Account
  • Employee Engagement
  • Leadership & Accountability
  • Philanthropy

Moving at blazing speed, the time allotted is chock-a-block full of visual PowerPoint slides, out-of-the-box thinking, book quotes, videos, personal stories, industry statistics, case studies, an online audience response tool and an interactive handout for some real “take aways”…all told through the spirit of Rock ‘n’ Roll.

If you’re a fan of unpredictability & thinking about things differently when it comes to performance management, come hear what all the noise is about.

Hiring Rock Stars: How to Build an Iconic Team

How you attract, hire, train, develop and treat your front line employees is commonly known as the one true strategy to provide great guest service. In lieu of managers doing all of the work themselves, a specific culture must be created & fostered to secure commitment from the employees to stick around and deliver the desired results. This takes time and a lot of work.

Learning Objectives will include how to:

  • Reinforce the organization’s core values & behavioral expectations through modeling, communication and coaching
  • Create and update job descriptions
  • Develop and implement selection procedures
  • Develop and implement orientation and onboarding processes for new hires
  • Develop and implement employee retention strategies and practices
  • Develop and implement succession planning process
  • Develop, select and implement employee training programs that increase individual and organizational effectiveness
  • Develop and implement talent management programs that include assessing talent, developing career paths and managing the placement of high-potential employees
  • Develop, select and evaluate performance appraisal process to increase individual and organizational effectiveness
  • Provide coaching to managers and executives regarding managing organizational talent
  • Asses organizational climate by obtaining employee input
  • Develop and implement employee relations programs that promote a positive organizational culture

Key Unique Concepts will include:

  • The Employee Life Cycle
  • Virtuous vs. Vicious Cycles
  • Hiring & Retaining “Rock Stars”
  • Designing Collateral – Print Materials, Job Aides, Video, Technology & Social Media
  • The Power of Storytelling
  • Creating an Army of Giants
  • Circle of Influence vs. Circle of Concern
  • The Emotional Bank Account
  • Employee Engagement
  • Leadership & Accountability
  • Mentorship & Development
  • Philanthropy

Moving at blazing speed, the time allotted is chock-a-block full of visual PowerPoint slides, out-of-the-box thinking, book quotes, videos, personal stories, industry statistics, case studies, an online audience response tool and an interactive handout for some real “take aways”…all told through the spirit of Rock ‘n’ Roll.

If you’re a fan of unpredictability & thinking about things differently when it comes to creating a rock star team, come hear what all the noise is about.

Branding That Rocks

How you attract, hire, train, develop and treat your front line employees is commonly known as the one true strategy to provide great guest service. In lieu of leaders doing all of the work themselves, a specific culture must be created & fostered to secure commitment from the employees to stick around and deliver the desired service. This takes time and a lot of work.

This interactive session is effectively designed to highlight best practices in every area of an employee’s life cycle.

Key concepts will include:

  • The Definition of Employee Branding
  • The Employee Life Cycle
  • Hiring “Rock Stars”
  • Designing Company Collateral
  • Print Materials & Job Aides
  • Video, Technology & Social Media
  • Virtuous vs. Vicious Cycles
  • The Emotional Bank Account
  • Employee Engagement
  • Mentorship & Development
  • Philanthropy

The time allotted is chock-a-block full of visual Power Point slides, out-of-the-box thinking, book quotes, videos, personal stories, industry statistics and an interactive handout for some real “take aways”…all told through the spirit of Rock ‘n’ Roll.

If you’re a fan of unpredictability & thinking about things differently, come hear what all the noise is about.